Beyond CIO | episode 745

Interconnected CX: The Home Depot's Matt Carey on Connecting Digital, Mobile, & In-Store Experiences

Matt Carey is the Executive Vice President of Customer Experience at The Home Depot, a home improvement retail corporation that sells tools, construction products, appliances, and services and earns in excess of $100 billion in annual revenue. As the leader of the customer experience for the company, Matt is responsible for leading the vision, design, and development of new and innovative solutions that drive a seamless experience for Home Depot's customers in stores, online, and on their mobile devices. Previously, Matt served as the company's Chief Information Officer for nearly 14 years, leading the company's transformational efforts to reimagine all aspects of the Home Depot's IT infrastructure and approach to software development. He also serves on the board of Chipotle Mexican Grill. February 27, 2023

745: Matt discusses how he is driving an interconnected experience at The Home Depot bringing together the digital, mobile, and in-store customer experiences. He covers what falls under his purview and what role the CIO plays in improving the customer experience. Matt shares the focus areas in CX that are on The Home Depot’s strategic roadmap, how he measures the progress he and his team are making, and how he partners with the rest of the business to deliver best-in-class customer experience. Finally, Matt reflects on his successful career, the pathway to securing a board position at Chipotle, and the trends in technology and CX that he has kept up-to-date on.

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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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