episode 654

Creating a World-Class Digital Customer Experience with Alaska Airlines and Ingram Micro

Charu Jain is the SVP of merchandising and innovation at Alaska Airlines, a $6 billion organization headquartered in the Seattle, Washington area. She started her career with United Airlines and has served in leadership roles at IBM prior to joining Alaska. Sanjib Sahoo is the EVP and Chief Digital Officer of Ingram Micro, a $50 billion organization who's a global leader in technology and supply chain services, helping organizations drive their commerce operations. Prior to joining Ingram Micro, Sanjib was a technology executive at E-trade and XPO logistics. April 14, 2022

654: Charu and Sanjib discuss the topic of creating a world-class digital customer experience. Charu shares how Alaska Airlines is tackling the innovation cycle and Sanjib shares how Ingram Micro makes this innovation cycle a core ethos of the organization. Sanjib also covers the four ways he is approaching innovation and using that to drive scale. Finally, Charu discusses realizing tangible business value through innovation and how Alaska Airlines is using data to personalize the guest experience.

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This episode is sponsored by Cisco.

The World Class IT principles in yellow were the focus of this interview

  • 01 1- People
  • 02 2- Infrastructure
  • 03 3- Project and Portfolio Management
  • 04 4- IT & Business Partnership
  • 05 5- External Partnerships

From strategy to implementation

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