Cxotalk: Leadership, Innovation, Disruption

#CustomerExperience #DigitalTransformation #CTO #ChiefTechnologyOfficerThe Walgreens Boots Alliance is a massive organization with more than 450,000 employees and $135 billion in annual revenue. The company has embarked on digitization to transform the customer experience across all channels. How does it plan for this digital transformation? In this episode of CXOTalk, Mike Maresca, Global Chief Technology Officer at Walgreens Boots Alliance, talks about customer experience, data, and digital transformation.The conversation includes topics related to this digital transformation initiative:-- Digital Customer Experience at Walgreens Boots Alliance-- About Walgreens Boots Alliance-- What is digital customer experience?-- What are the components of digital customer experience strategy?-- How do you invest and measure the digital transformation of customer experience?-- How does personalization affect in-store customer engagement?-- What is the role of data in digital customer experience?-- What is the Chief Tech

#womenintech #diversityFor all the strides made by women in technology, they still lag their male counterparts when it comes to executive leadership roles. How can organizations support women in senior-level roles? Two powerful women explain why diversity is important in the workplace and share advice on overcoming diversity challenges for organizations, women, and men.The conversation includes these topics:-- About Suja Chandrasekaran-- About Diana McKenzie-- On the importance of gender diversity in the workplace-- What are the challenges of gender equality and workplace diversity for executive women?-- How can parents support their children and promote equality and diversity?-- How can organizations overcome the challenges of diversity in the workplace?-- What is the impact of working from home on a woman's career path?-- What should companies do to improve gender balance?-- How should women respond to gender bias?Keep up to date with upcoming shows: https://www.cxotalk.com/nominateRead the complete transc

#CustomerLoyalty #BrandLoyalty #ecommerce #cxBuilding customer and brand loyalty is every company's first challenge. This holds true especially in the highly competitive world of e-commerce as well as in brick-and-mortar retail. Charlie Cole, CEO of FTD, a 110-year-old retail and ecommerce brand, explains how he builds customer trust and brand loyalty in his organization.The conversation goes beyond customer service to focus on core aspects of business transformation and digital customer experience, looking across all touch points of the customer journey.The discussion includes these topics:-- About FTD-- On customer loyalty and customer experience-- On the components of customer experience-- On the building blocks of customer loyalty-- On the technology elements and martech stack used to create customer loyalty-- On how to understand the customer-- On the future of technology for creating customer loyalty-- On how to build customer trust that leads to loyalty-- On advice for creating customer loyalty and bra

Paul Ballew, the NFL's first Chief Data and Analytics Officer, discusses the evolving use of data science in the league, including building out a team of data scientists, collaborating with clubs and teams to apply analytics for on-field decisions, and analyzing data to understand fan behavior.Among the topics we discuss are:-- About Paul Ballew-- What is the role of data and analytics in the NFL-- Data governance in sports and the NFL-- Data collection and storage in the NFL-- How to choose the right data to meet business needs?-- Data and analytics at the Super Bowl-- Data sharing with teams in the NFL-- How to work with customers and partners-- How to determine the economic value of data?-- Where are data and analytics headed in the NFL?Subscribe to our newsletter: https://www.cxotalk.com/subscribeWatch the episode and read the full transcript: https://www.cxotalk.com/episode/data-analytics-nflPaul Ballew currently serves as the National Football League’s Chief Data & Analytics Officer. Based in New Yo

Digital transformation is a defining trend for businesses today. Businesses of all sizes, in all industries, and in all geographies are rethinking how they operate — and investing in new technologies, processes and talent — to drive growth in the digital age. But what exactly is digital transformation? And how can your business prepare for this new shift? The Chief Digital Officer at Ingram Micro, with over 35,000 employees and $50 billion in revenue, Sanjib Sahoo, shares his thoughts on driving digital transformation at scale.This discussion includes these topics:-- About Ingram Micro-- What is a Chief Digital Officer?-- What is digital transformation?-- Digital transformation challenges and goals-- Digital strategy and customer engagement-- Digital transformation and corporate culture-- What are key metrics and KPIs for digital transformation?-- Digital transformation and supply chain logistics-- Talent management for digital transformation and innovationSubscribe to the CXOTalk newsletter: https://www.cxot

#CIO #CTOWhat will it take for Chief Information Officers to be strategic and compete effectively in 2022? The Global Chief Technology Officer of EY, Nicola Morini Bianzino, explains how CIOs can prioritize information technology investments today.The in-depth conversation includes these topics:-- About EY and Nicola Morini Bianzino-- What is the Chief Technology Officer (CTO) job description?-- How should IT approach technology investment planning?-- How to create alignment between technology investments and business outcomes?-- What is the Chief Information Officer role and CIO responsibilities?-- What is the impact of technical debt on innovation?-- What is the relationship between CIO and CTO?-- Role of CIO and CTO in achieving ESG goals?-- Advice for CIOs on technology investment planning?Subscribe to our newsletter: https://www.cxotalk.com/subscribeRead the complete transcript and see more videos:https://www.cxotalk.com/episode/cio-2022-technology-investment-planningListen to the podcast: https://www.cx

#innovation #customerexperienceIf you want to make your organization more innovative, start by listening to customers.Of course, everyone knows innovation is the key to a successful, sustainable business model and long-term growth. But how exactly can we innovate? And what factors drive innovative success?Read the full transcript: https://www.cxotalk.com/episode/how-innovate-start-customerSubscribe to our newsletter: https://www.cxotalk.com/subscribeIn this conversation, INSEAD professor, Ben Bensaou, and Bayer's Head of Corporate R&D and Social Innovation, Monika Lessl, explain how to build both disruptive and sustaining innovation into your organization.The discussion includes these important topics:-- Importance of innovation-- Innovation and competitive advantage-- Product innovation starts with the customer-- Innovation management and corporate culture-- Co-creation: How to innovate with customers?-- Obstacles to innovation-- Innovation strategy and allocation of resources-- Talent management and inn

#DigitalTransformation #Diversity #Inclusion #TMobileDigital transformation is the reinvention of businesses around digital, which has increased the importance of digital across every aspect of the business. And it's driven by customer expectations that are enabled by technology.But how can digital transformation address issues around diversity, equity, and inclusion? The questions of who gets access and inclusion are central to DE&I, but more broadly to the success of any transformation.In this episode, the Chief Digital Officer at T-Mobile, Marcus East, returns to CXOTalk to share his thoughts.The conversation includes these topics:-- What is digital transformation at T-Mobile?-- Role of culture in digital transformation-- Digital transformation and customer success-- Diversity and product development-- How does T-Mobile measure the success of digital transformation?-- How is T-Mobile trying to close the digital divide?-- How to make digital transformation inclusive?-- How can companies hire diverse peo

#CIO #CFO #Chief Financial Officer #Chief Information OfficerThe relationship between Chief Information Officers and Chief Financial Officers sits at the intersection of technology, financial, investment, and business strategy. As the focus on digital initiatives continues to expand, CIO / CFO collaboration has become increasingly important.An effective CIO / CFO partnership enables organizations to transform outdated processes, drive top-line growth through innovation, and support change initiatives faster than ever before.We spoke with Deloitte’s Bill Briggs about joint research with Workday on topics related to the CIO / CFO relationship.The conversation includes these topics:-- About the CIO / CFO research partnership with Workday-- Why is the CIO / CFO relationship strategic?-- Digital transformation and the CIO / CFO relationship-- What is a “progressive CIO”?-- Characteristics of highly innovative Chief Information Officers-- Innovation investment and the CIO-- How can CIOs and CFOs work together effec

#WomenInTech #GirlsInTech #GirlsWhoCodeThe gender gap in the tech industry is well documented. But why exactly are there so few women in technology? And how can we encourage more girls and women to become involved with technology and STEM (science, technology, engineering, and math)? Importantly, what can companies do to encourage the success of women in their organizations?The CEO of Girls Who Code, Dr. Tarika Barrett, shares advice for organizations to close the gender gap in technology.The conversation includes these topics:-- About Girls Who Code and Dr. Tarika Barrett-- Challenges facing women in technology-- Importance of diversity in business-- The female talent pipeline in STEM fields and technology-- Challenges facing adult women in tech-- Mentorship and role models for girls in tech-- How to solve the challenges facing women and girls in technology?Subscribe to our newsletter: https://www.cxotalk.com/subscribeRead the complete transcript: https://www.cxotalk.com/episode/girls-tech-how-close-gender-g

#NPS #NetPromoterScore #CustomerLoyaltyBrand loyalty is a key to business growth, and one of the most important metrics for evaluating customer satisfaction is the Net Promoter Score (NPS) developed by Fred Reichheld. Unfortunately, many brands use NPS incorrectly without relying on NPS best practices.Today’s guest is Mr. Fred Reichheld, who shares with us how to use the Net Promoter System to drive loyalty and increase the amount of money customers spend through the entire customer journey.Read the full transcript: https://www.cxotalk.com/episode/what-net-promoter-score-how-use-it-nps-creatorSubscribe: https://www.cxotalk.com/subscribeThe conversation includes these topics:-- What is the Net Promoter System (NPS)?-- What is the foundation of customer loyalty?-- What is NPS?-- How to use NPS properly?-- What is the Earned Growth metric?-- Can NPS be used with internal stakeholders and internal customers?-- Is transactional NPS a useful metric?-- How to apply NPS results to improve customer loyalty?-- How impo

#purpose #chro #hr #chipotle How can organizations create high-performance cultures that empower employees to succeed based on authentic purpose? Chipotle Mexican Grill (CMG) has taken on this challenge by making company culture, inclusion, and diversity foundational for its business. As a result, the brand that was once in crisis is now one of the most successful restaurant companies in the world.We speak with the company's Chief Diversity, Inclusion and People Officer, Marissa Andrada, about leading a workforce of 100,000 employees based on mission and purpose in 2022. It’s a story of human resources leadership and workforce management based on principles of diversity, equity, and inclusion (DE&I).Subscribe to our newsletter: https://www.cxotalk.com/subscribeRead the complete transcript and watch more videos: https://www.cxotalk.com/episode/purpose-driven-workforce-2022-chipotle-chroThe conversation includes these topics:-- Human resources (HR) priorities at Chipotle Mexican Grill-- What does “purpose-d

Data and analytics should be a core competence for every Chief Information Officer and Information Technology organization. Given the business, technical, and cultural challenges of using data to make informed business decisions, it’s no surprise that data science and analytics are hard.So, how do you make your enterprise data and analytics program a success? Bruno Aziza, head of data and analytics for Google Cloud, explains his approach with valuable lessons based on practical experience.The conversation includes these topics:-- CIO Strategy: How to Lead Enterprise Data and Analytics?-- How to choose a meaningful data problem?-- How important is data infrastructure?-- What is a data mesh?-- How can small organizations take advantage of data and analytics?-- Should the CIO own data and analytics?-- Chief financial officer as the data owner?-- Chief Digital Officer as the data owner?-- Value of low-code and no-code products to CIOs?Bruno Aziza is head of data and analytics for Google Cloud. He specializes in s

For Chief Information Officers (CIO) trying to make their enterprises more agile, eagerness to partner with cloud computing startups can be strong. But it’s not always clear how to decide which are worthwhile investments for enterprise IT, or how to successfully partner with startups.One of the world's most prominent cloud computing startup advisors, Jason Lemkin, shares his advice for successful collaboration between enterprise information technology and startups.Our conversation includes the following topics:-- About Jason Lemkin and Saastr-- How can CIOs be successful in partnering with startups?-- The “social contract” between CIO and startup-- How to make the enterprise / startup relationship work effectively?-- The enterprise startup maturity lifecycle-- Challenges startups face when selling to large companies-- How to remove friction from the enterprise / startup relationship?Jason Lemkin started the world’s largest community for SaaS/B2B founders, SaaStr.com, and the world’s largest gathering for them

Secure access service edge (SASE) has become an important part of enterprise networking and security. But what is SASE? We take a deep dive into SASE by speaking with Anand Oswal. Senior Vice President and General Manager at Palo Alto Networks. In this exclusive interview, he explains SASE and shares best practices for securing enterprise resources in today's Cloud-enabled world.The conversation includes these topics:-- What is SASE?-- The five parts of SASE-- How does SASE enable business agility?-- What are the hardware and software requirements for SASE?-- SASE and zero trust security models-- SASE and multi-Cloud computing-- SASE and SD-WAN solutions-- How to deploy SASE?-- Advice on SASE for CIOsAnand Oswal serves as Senior Vice President and General Manager at cyber security leader Palo Alto Networks where he leads the company’s Firewall as a Platform efforts. He holds more than 60 U.S. patents.Read the complete transcript: https://www.cxotalk.com/video/what-sase-palo-alto-networks

A new world of media, technology, and entertainment is emerging right before our eyes. It’s an economy of attention, engagement, and experience, driven by social networks, smartphones, the convergence of online and offline channels, radical transparency of brands, media, and entertainment content, and the movement of consumers away from passive consumption to active participation.The age of passive consumers, walled gardens, and linear content is giving way to an era where consumers share real-time experiences across multiple devices, demanding thoughtful content and co-created brand experiences.This intersection of media, technology, and entertainment has reached a watershed moment that will add $400 billion to the global economy in the next four years. It is also causing seismic shifts in what consumers expect from digital products, services, and experiences.In this episode, Michael Wolf, former President and COO of MTV, and Co-Founder and CEO of Activate Consulting, shares his extensive research into this

How can Chief Information Officers ensure that information technology investments support core organizational business goals? In 2022, business leaders expect more than ever from CIO strategy. We speak with Satyan Parameswaran, President of Information Technology at (United Parcel Service) UPS to learn more. With $85 billion in revenue, UPS is one of the world's largest package delivery and logistics companies.This conversation includes the following topics:-- What is the role of IT at UPS?-- IT strategy and IT investment at UPS-- Digital twins at UPS-- Aligning CIO investment strategy and corporate business goals-- Forecasting package loads at UPS-- What is the role of technology in the enterprise?-- IT investment planning for 2022Satyan Parameswaran is responsible for all the application technology used in the UPS package centers, hubs, scanning, automation, retail access points, international regulatory compliance, aviation security, automotive, telematics, preload and on-road technology. He is responsible

As data scientists and business leaders, we need to think about the ethical and privacy considerations of machine learning and artificial intelligence. However, this isn't always easy. What happens when your model is wrong? Or if your model learns something you didn't teach it? And what about fairness -- do certain groups get better or worse results than others?To help demystify these topics, FICO's Scott Zoldi shares recommendations around ethics and privacy, as well as practical advice for how AI teams should respond to mistakes or issues that may pop up during testing.The conversation covers these topics:-- What is responsible AI?-- AI governance and AI ethical principles-- AI ethical standards and government policy-- Ethical considerations and corporate culture-- Managing bias in AI planning-- What is the responsible AI framework at FICO?Scott Zoldi is chief analytics officer at FICO responsible for the analytic development of FICO's product and technology solutions. While at FICO, Scott has been responsi

As the world becomes increasingly connected through the cloud, product development tools must adapt to make life easier and more efficient for designers. But what is cloud-based product development? How does it work? And how can I take advantage of its benefits in my organization?To learn more about cloud-based product design and development, we spoke with industry pioneer Jon Hirschtick, who explains how to manage the product and engineering design process in the cloud.Learn about these topics:-- About PTC Onshape and cloud-based design-- Cloud-based product engineering and team collaboration-- Engineering culture change and the future of work-- Cloud computing, business efficiency, and team performance-- Remote work and product design in the cloudJon Hirschtick, co-founder of Onshape and president of PTC’s Software-as-a-Service (SaaS) division. Onshape was acquired in 2019 by PTC for $470 million. Previously, Hirschtick created SOLIDWORKS, the first desktop 3D CAD (computer-aided design) solution that made

Modern customer engagement means using data and analytics to create personalized, relevant, and timely interactions across every channel.Because customer engagements occur at every point in the buying cycle — from initial contact to ongoing customer support — getting these interactions right is essential to improving customer satisfaction, loyalty, revenue, brand experience, and customer lifetime value.To learn how to create great customer engagement, we spoke with Dan Bodner, CEO and Chairman of Verint (NASDAQ: VRNT). Dan has served as CEO of Verint since its inception in 1994. In August 2017, he became chairman of the Board of DirectorsIn this conversation, we cover the following topics:-- What is customer engagement?-- How can business leaders drive customer engagement?-- Role of platforms and data in customer engagement-- Typical challenges to creating a seamless customer experience-- How does customer engagement improve business outcomes?Read the complete transcript: https://www.cxotalk.com/video/what-cu