Fortune 500 | episode 497

Customer Experience in the Digital Age with Wafaa Mamilli & Vijay Sankaran

Wafaa Mamilli is the executive vice president and Chief Information and Digital Officer of Zoetis, a $6 billion animal health business that produces medicines and vaccinations for animals and pets. In this role, Wafaa is responsible for leading the global Information Technology team that powers business innovation, growth, and customer experience through information technology strategies and solutions. Prior to joining Zoetis, Wafaa was the Global Chief Information Officer of Business Units at Eli Lilly. Vijay Sankaran is the former chief information officer of TD Ameritrade, a major financial services organization with over $5 billion in annual revenue. At TD Ameritrade, Vijay’s broad purview included all aspects of technology and leading and fostering innovation, the entire data platform, data management, artificial intelligence initiatives, a variety of operational responsibilities, and the new incubator, Discotech. Prior to joining TD Ameritrade, Vijay spent over a dozen years at Ford Motor Company, most recently serving as the IT chief technology officer. October 29, 2020

498: Zoetis EVP Chief Information and Digital Officer Wafaa Mamilli and former TD Ameritrade CIO Vijay Sankaran discuss  

  • How focusing on the customer experience and leading with digital and analytics is serving Zoetis well 
  • The steps Zoetis takes to position its customer at the center of the universe
  • How T.D Ameritrade uses analytics and AI to enhance the customer experience 
  • The Voice of the Customer Analytics capability it has created to help with the added digital pressures on the business 
  • How T.D Ameritrade has used AI for personalization
  • How COVID and low interest rates have caused more and more investors to explore the stock market
  • How the culture of innovation at T.D Ameritrade has allowed it to bring new ideas to market extremely quickly

Among a variety of other topics.

This episode was recorded live at the 2020 Metis Strategy Digital Symposium.

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This episode is sponsored by Zoho and Sykes

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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