Tag Archives: Customer Focused IT

CIO Hall of Famer Steve Phillips Joins Alorica As CIO

Steve Phillips has joined Alorica as their new Chief Information Officer after serving in the same role at the $17 billion revenue Avnet. Steve will now focus on prioritizing Alorica’s business needs from an IT perspective and enhancing operational excellence.

7-Eleven CDO And CIO Creates Experiences Of The Future For Customers

In this interview, Peter high interviews Gurmeet Singh, Senior Vice President, Chief Digital Officer, and Chief Information Officer of 7-Eleven. Among the topics they discuss include:

  • 7-Eleven’s multi-year journey to become a digitally-enabled organization, including Gurmeet’s “full stack transformation” approach which encompasses consumer-facing technology, back-end technology, infrastructure, and the organizational stack
  • How digital is a strategic pillar at 7-Eleven, mandated directly by the CEO
  • The critical importance of technical talent to 7-Eleven’s future, and Gurmeet’s strategy for attracting top talent – such as highlighting his credibility as a leader and telling a compelling story
  • The ways in which Gurmeet is redefining convenience with software, such as the recognition that the closest store to a customer is the phone in their pocket, and 7-Eleven’s use of APIs and new interfaces to create delightful experiences
  • The expansion of 7-Eleven’s loyalty program from its initial focus on beverages to as a full-fledged loyalty offering that is available on mobile, web, digital loyalty card, and even chatbot
  • 7-Eleven’s approach to experimenting with emerging technologies, including their distinction between technologies that are ready to scale and technologies that are still in the proof of concept phase, a new R&D center, and a CTO function that reports to Gurmeet

A CIO Hall Of Famer’s Approach To Machine Learning

In this interview, Peter High speaks with Dan Olley, Chief Technology Officer and Executive Vice President of Product Development at Elsevier. Among the topics they discuss include:

  • An overview of Elsevier’s business, including its focus on the legal field, the academic and health research fields, the business risk and financial fields, and their exhibitions business
  • Dan’s responsibilities as CTO, which include customer-facing responsibilities such as overseeing product development, as well as more traditional responsibilities such as applying technology to internal efficiency as well as revenue generation
  • Dan’s perspective on our rapidly accelerating digital world and the emerging symbiotic era, where intelligent conversational interfaces, mixed reality, and other technologies essentially eliminate the boundary between man and machine
  • The implications of machine learning at Elsevier, such as how it has enabled the creation of a new generation of products that move beyond providing static information and in to real-time recommendation and decision support
  • Dan’s perspective on the human element of AI, such as the idea that the human-machine system becomes greater than the sum of its parts, how digital intelligence can augment human decision making, and how Elsevier creates cross-functional teams with the necessary skills
  • How Dan’s background in agile development prepared him for his current customer-facing responsibilities, and his belief that customers must be embedded in the development process
  • How Dan aligns the fast moving R&D function with the broader, more traditional organizational strategy

Pawan Verma Leads Customer Experience As CIO And CTO Of Foot Locker

In this interview, Peter high interviews Pawan Verma, Chief Information Officer and Chief Technology Officer of Foot Locker. Among the topics they discuss include:

  • Pawan’s diverse role as Global CIO/CTO, which encompasses overseeing Foot Locker’s global technology function, the digital supply chain, digital marketing and the customer experience across physical and digital touchpoints, and driving loyalty
  • How Foot Locker uses customer journey mapping to activate strong signals and amplify weak signals to better understand the rapidly changing expectations of their customers
  • Why machine learning and data analytics is playing an increasingly important role in enabling rapid decision making, and the ways in which the technical team of data scientists collaborates with the business
  • The three foundational elements of Foot Locker’s customer loyalty strategy, which include (1) engage and earn, (2) redeem, and (3) freshness
  • The customer-facing aspects of Pawan’s responsibilities, and how having end-to-end visibility enables him to find synergies, respond to customers more quickly, and serve them in a more meaningful way
  • Eye on the Trends: artificial intelligence, blockchain, experiential commerce, connectivity and networks

Brad Strock, Chief Information Officer of PayPal

Peter High interviews Brad Strock, CIO of PayPal. Among the topics they discuss include:

  • An overview of PayPal’s business, as well as Brad’s purview as CIO
  • PayPal’s transformation into a more customer-centric company, such as giving customers more choices of funding vehicles
  • How PayPal has successfully navigated the shift to mobile, resulting in a 50 percent increase in mobile payment volume in 2017
  • The top priorities that Brad is focused on, including security, stability, strategically enabling the company’s business strategy, and improving the company’s ability to effectively collaborate
  • Brad’s experience going from Bank of America, a traditional finance organization, to PayPal, one of the first digitally native companies in the finance space
  • Brad’s career path, including his path from engineer to finance industry to technology executive
  • Eye on the Trends: financial inclusion of the over 2 billion people globally without financial services, AI/ML/process robotics

Linda Jojo, EVP of Technology and Chief Digital Officer of United Airlines

In this interview, Linda Jojo discusses World Class IT Principle Three, Project and Portfolio Management, and World Class IT Principle Four, IT and Business Partnerships. Some of the topics discussed include:

  • Linda’s expanded purview as Executive Vice President of Technology and Chief Digital Officer
  • United’s digital strategy, and how they use digital to enhance both the customer-facing experience as well as internal operations
  • Evolving customer expectations in the travel space
  • How Linda has seen the role of the CIO evolve during the past 10+ years
  • Linda’s view on the role of the Chief Digital Officer
  • Advice for CIOs who aspire to join corporate Boards
  • How United thinks about cyber risk, and how to have the conversation with the Board
  • The importance of machine learning for leveraging data across the company

Jeff Pashalides, Head of Corporate for Sequoia

In this interview, Jeff Pashalides, discusses World Class IT Principle One, People and World Class Principle Five, External Partnerships. Some of the topics discussed include:

  • The symbiotic relationship between practitioners, the venture community, and the founding community
  • Sequoia’s CIO activities and events
  • Jeff’s insights into the importance of security, artificial intelligence, and the public cloud to CIOs
  • How Sequoia helps clients cut through the noise to see what is real
  • Strategies for the successful development and implementation of new technology
  • Two things enterprise technology can learn from consumer technology
  • Eye on the trends: cloud security, focus on talent

Kumud Kalia, Senior Vice President & Chief Information Officer of Akamai Technologies

In this interview, Kumud Kalia, Chief Information Officer at Akamai Technologies, discusses World Class IT Principle Four, IT and Business Partnerships, and Principle Five, External Partnerships. Some of the topics discussed include:

  • The challenges and advantages of being a CIO in a tech company
  • Agility in a fast-growing, evolving organization verses agility in a mature organization
  • The partnership between Akamai’s IT and product teams in developing and testing new solutions
  • Adding higher value as a CIO: developing internal solutions that can be adopted by the end- customer
  • Driving enterprise strategy by leveraging a culture of expansive thinking
  • Eye on the trends: disrupting infrastructure paradigms

Cynthia Stoddard, SVP & CIO of Adobe Systems Incorporated

In this interview, Cynthia Stoddard, discusses World Class IT Principle One, People. Some of the topics discussed include:

  • Adobe’s transition to a software as a service company
  • Evolving Adobe’s IT strategy and culture using the characteristics of cloud technology
  • Applying customer experience principles to improve the employee experience
  • Tailoring tools to the needs of “personas,” or type of work an individual does
  • Evolving to meet the needs of millennial employees’ expectations
  • Using responsive design principles to create a consistent and seamless employee experience across surfaces (phones, tablets, computers)
  • Lab 82: Adobe’s collaborative workspace
  • Adobe’s work with Girls Who Code
  • Cynthia’s advice for women interested in a career in technology
  • Eye on the trends: big data, analytics, and AI

Tom Miller, CIO at Anthem

In this interview, Tom Miller, CIO of Anthem, discusses World Class IT Principle One and Principle Four, IT and Business Partnerships. Some of the topics discussed include:

  • Transferring knowledge and leadership skills across departments and industries
  • Operating from a master plan to increase agility and support success
  • The importance of customer-centricity both internally and externally
  • Digital trends in healthcare
  • The creation, design, and staffing of Anthem’s Innovation Studio
  • Encouraging innovation and creating value by balancing freedom and a rigorous methodology