CIO Plus | episode 420

Blue Shield of California EVP of Customer Experience & CIO Michael Mathias

Michael Mathias is the Chief Information Officer and Executive Vice President of Customer Experience at Blue Shield of California, a 4.4 million-member not-for-profit health plan that serves California from the commercial, individual, and government markets. In the customer service executive role, Michael oversees all aspects of the company’s business operations, and he leads the team responsible for delivering customer services. On the technology side, Michael leads a 1,200 person team in 18 locations across California that manage the company’s information technology infrastructure and the software and hardware platforms for the entire enterprise. Prior to joining Blue Shield of California, Michael was the CIO of Aetna. November 18, 2019

420: Blue Shield California CIO Michael Mathiasl discusses the company’s mission to move healthcare into the digital age, which is at the front and center of its agenda. Michael claims that as customer service is evolving, it is doing so around the digital experience, and since customers want to interact with the company in that way, that is what the company is driving towards. We also discuss how the CIO role has evolved to working more closely with the business, Michael’s take on artificial intelligence, Blue Shield of California’s enterprise architecture approach, among other topics.

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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