864: In many cases, companies develop systems with a primary focus on efficiency and begin to address their impacts on the customer late in the process. At BJ’s Wholesale Club, CIO Anjana Harve looks to flip this around with the customer experience in mind at the beginning and end of the process. In this episode of Technovation, Anjana joins Peter in a discussion on improving the digital customer experience at BJ’s Wholesale, optimizing revenue, and boosting efficiency. With extensive experience as a CIO in the healthcare industry, Anjana brings a unique perspective to the retail sector, focusing on customer centricity and the application of technology to serve and improve the member experience at BJ’s. She delves into her strategy for a member-centric architecture that provides a 360-degree view of the customer and fosters hyper-personalization at scale. Finally, Anjana shares her perspective on how companies can uplift and support women in tech, the trends and intersections in technology she keeps her eye on, and the secrets to her continued career success.
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775: Lori joins us for a conversation about how her team explores use cases for emerging technologies to add value to the business. She explains the process behind the company’s cloud-based core system modernization and also dives deep into the potential value-add coming from advancements in generative AI, quantum computing, augmented reality, and blockchain in banking. Lori also walks through the cycle of innovation within the company and how she partners with the rest of the business to bring these innovations to life and develop an internal ecosystem of sorts. Finally, Lori covers the progress she is helping to drive in improving the state of women in tech and STEM fields, reflects on her own career path and the keys to her success, and looks ahead at the trends in technology that are on the horizon for the company.
724: Jen discusses her philosophies in leadership and how she has used those lessons to realize the art of the possible at Cargill. She explains her preference for the term ‘digital’ over ‘IT’, describes the value both federated and centralized solutions have within her team, and shares anecdotes about how technology has improved the customer experience at the company. When it comes to leadership, Jen shares her “Four Ls of Leadership,” the “platinum rule” she lives by, and how these frameworks have pushed her to be a strategic driver in the CIO role. Finally, Jen reflects on the keys to her continued success, the progress we still have to bring more women into STEM fields, and the trends in technology that are on her roadmap.
691: Huma discusses the creative ways artificial intelligence is being applied and the path ahead for combatting unconscious biases in AI models. She describes her purview at Intel and explains to Peter High the key differences between typical software and artificial intelligence software. Huma dives deep into the intersection of AI and creativity and shares the remarkable progress being made in the creation of things like art, podcasts, and more. Finally, Huma reiterates the importance of diversity when building AI models to eliminate biases and shares how companies, both AI and non-AI-focused, can improve the opportunities granted to diverse talent in the workplace.
686: Dame Stephanie reflects on her storied career as an IT pioneer. After escaping Nazi Germany and arriving in the UK as a child, she went on to hold a series of influential positions in the technology industry. Dame Stephanie describes the trials and tribulations of starting a company as a woman in the 1960s, building client relationships as a woman-led business, and adopting an ahead-of-its-time approach to workplace flexibility. She also shares her passion for autism research, her role as a “venture philanthropist,” in the space, and progress made in developing an autism treatment. Finally, Dame Stephanie discusses her memoir, Let It Go: My Extraordinary Story, and how she remains active and productive in the later years of her life.
668: In this interview, Maya covers the company’s mission of “delivering value faster” to customers and leveraging technology to improve the customer experience. She begins by reflecting on the challenges American has faced during the COVID-19 Pandemic, the new sources of innovation that arose during the time, and how the next generation strategic initiatives that began at the company prior to the pandemic became a major source of resilience. Maya also discusses how technology is being leveraged to improve customer and employee experiences, how her experience as President of AAdvantage Loyalty Program influenced how she views the customer experience, and how her long tenure as CIO has opened up a world of opportunities. Finally, she talks about her personal and professional growth as a woman in technology, the trends she is excited to see in customer experience design, and the keys to her continued success.
605: In this interview, Danielle Brown, SVP and CIO of Whirlpool, focuses on the digital consumer journey and how technology plays a role in the strategic imperatives of the company. Danielle shares the four major strategic imperatives of the company and provides background on how the IT organization partners with the rest of the business in cross-functional teams and uses data and analytics to meet those imperatives. She also describes how Whirlpool redefines products and continues to innovate and engage with consumers on their digital journey from start to finish. Danielle also gives insight into how she is maintaining a modern technology footprint at Whirlpool as well as how cybersecurity plays a role in the company’s overall strategy. Finally, she gives her perspective on the state of women of color in leadership positions in IT organizations, provides advice for aspiring board-level CIOs, and looks ahead at a few trends in technology that her team is looking at.
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This episode is sponsored by Transmit Security.
597: Mamatha Chamarthi, Head of Software Business and Product Management P&L at Stellantis, focuses on the future of autonomous vehicles. Mamatha explains her purview as Head of Software Business & Product Management P&L and describes a trend she sees of technology leaders taking on greater responsibilities on the business and P&L side of the enterprise. She gives insight into the growing opportunities for advancement in autonomous driving and electric vehicles, the coopetition and ecosystems necessary in attaining higher levels of autonomy, and where we are in the journey towards Level 4 and 5 automation. Finally, Mamatha talks about how her global work experience shapes her leadership style, why it is important to have women leaders in technology and business, and what additional trends in technology her team looks to leverage in the future.
This episode is sponsored by Quickbase.
595: In this interview, Colleen Berube, Chief Information Officer and SVP of Operations at Zendesk, focuses on the customer and employee experiences. Colleen describes how tech, data, and process help to scale the business and provides insight into how she balances adding processes without adding unneeded bureaucracy. We discuss the role her team plays in enhancing the customer experience, how the customer and employee experiences are connected with one another, and how COVID has changed the way companies think about the overall idea of “experience.” Finally, Colleen shares her perspective on the state of women in technology leadership positions and trends in technology she looks forward to.
591: In this interview, Anjana Harve, Global Chief Information Officer for Fresenius Medical Care, focuses on the broader role of the CIO and the business use of technology. Anjana begins with sharing her perspective on why now was the right time for the Global CIO Role at Fresenius and her role in leveraging digital technology as a source of competitive growth. She discusses how the global operating model helps with focusing on achieving business outcomes, finding top-line efficiencies, and improving the customer experience. Finally, Anjana talks about the role of the Global CIO during COVID, the role of culture and tech in hybrid work, and the state of women in technology.