Cxotalk: Leadership, Innovation, Disruption

The Chief Information Officer role is central to business process transformation and corporate innovation. In this episode of CXOTalk (#676), we talk with two prominent CIOs about the CIO role in 2021. The conversation goes beyond cloud computing strategy and digital transformation into the CIO agenda and the most important CIO priorities for information technology today.This conversation includes:-- What is a transformational CIO?-- Practical implications of the transformational CIO role-- Business impact of transformational CIO strategy-- Role of the CIO in marketing strategy-- CIO transformation beyond cloud migration strategy-- Balancing innovation and maintenance in information technology-- Cybersecurity and the CIO role-- Customer experience and the CIO role-- Culture change and the transformational CIO-- Advice for Chief Information Officers

According to Robert Rosenberg, former CEO of Dunkin’ Donuts, brand building strategy and creating brand loyalty relies on great customer experience and listening carefully to the market and target audience:“I don't think you can create a brand without creating a great customer experience. The brand represents something to the customer that reflects what they want, their experience, and connection with the brand.”Read the full transcript: https://www.cxotalk.com/episode/customer-loyalty-brand-development-dunkin-donuts-ceoIn this conversation, you will hear about these topics:-- Customer experience and brand awareness-- Measurement and metrics for building brand awareness-- Listening to the customer-- Market testing based on consumer data-- Brand development process at scale-- Digital transformation at Domino’s PizzaRobert M. Rosenberg served as chief executive officer of Dunkin’ Donuts and Baskin Robbins from 1963 until his retirement in 1998. Under the leadership, the company grew from a regional family busi

What are the top Chief Information Officer strategies and priorities for 2021? The CIO of Tata Consultancy Services (TCS), a company with 448,000 employees, shares his CIO agenda and business goals.Thank you to Productiv for making CXOTalk possible: https://www.productiv.comTCS is a leading global IT services, consulting and business solutions with US $22 billion in revenue and more than 448,000+ consultants in 46 countries. In his current role as CIO, Abhijit Mazumder is responsible for Strategy &Technology operations of TCS Corporate IT and driving successful digital transformation on pillars of Agile, Cloud, Automation, ML & AI.Read the full transcript: https://www.cxotalk.com/episode/cio-strategy-2021In this conversation, you will learn about:-- Strategic CIO imperatives for 2021-- The global health crisis-- Business process transformation decisions-- Lessons for managing disruption and change-- How to build business resiliency-- Productivity vs. efficiency-- The future work, technology, and custo

During this period of rapid change, how does cable and media giant, Comcast, weave customer and employee experience into the fabric of business processes and operations? To learn more, we speak with Tom Karinshak, the Executive Vice President and Chief Customer Experience Officer for Comcast Cable.Read the full transcript: https://www.cxotalk.com/episode/customer-experience-transformation-comcastTom oversees all of the company’s customer experience operations, including Comcast’s Net Promoter System (NPS) functions, to ensure the company delivers a simple, consistent, and excellent customer service and customer care. As part of his role, he leads all call center operations including phone, chat, and social media agents, focused In this episode, we discuss:-- Impact of the global health crisis on Comcast-- Work from home demand on Comcast-- Measuring customer satisfaction with NPS (Net Promoter Score)-- How to improve the employee experience-- Transforming technical support at Comcast-- Impact of customer expe

The CIO of Logitech explains how he approaches issues such as:Business resilienceDigital transformation eCommerce strategyDigital business and the IT operating modelCustomer experienceEnabling remote work through virtual collaborationThank you to Productiv for making CXOTalk possible: https://www.productiv.comMassimo Rapparini is Chief Information Officer at Logitech. Massimo leads the global IT function and is charged with implementing a technology strategy targeted at the company’s growth opportunities through Digital Business, Employee Collaboration and Product Innovation using Cloud.Read the entire transcript: https://www.cxotalk.com/episode/cio-business-model-strategy-resilience-transformationIn this conversation, you will learn how Logitech's CIO handles:-- Managing change and the global crisis-- Scaling remote work from home-- Challenges of managing change-- Rethinking the IT operating model-- Business agility and resilience-- Risk management and mitigation vs. IT innovation-- Cloud computing and busin

What is the future of work, collaboration, virtual teams, distributed workforces, and work from home? The Chief Operating Officer of Dropbox shares her views and offers practical advice for managing remote employees and building distributed teams. Thank you to Productiv for making CXOTalk possible. Visit https://www.productiv.comOlivia Nottebohm serves as the Chief Operating Officer at Dropbox, where she oversees sales, customer experience, business development, marketing and communications, and the people team. Read the full transcript: https://www.cxotalk.com/episode/future-work-2021Prior to joining Dropbox in 2020, Olivia spent six years with Google Cloud, where she was VP of SMB Sales and GTM Operations. In that role she led go-to-market efforts, driving revenue for a portfolio of business products that included G Suite. She helped build and scale Google Cloud’s business, overseeing a cross-functional operations team of sales, customer engineering, business development, operations, and professional servic

What are CISO strategies in 2020? We talk with Dr. Alissa Abdullah, Mastercard's deputy chief security officer, to learn more.Watch the video and read the full transcript.https://www.cxotalk.com/episode/ciso-strategies

How does a 110-year old flower retailer, wholesaler, and delivery network transform itself with eCommerce? We hear from the CEO of FTD, Charlie Cole, to learn about customer engagement, CX strategy, eCommerce strategy, digital transformation, and business metrics at this iconic brand. Charlie also explains the customer service and supply chain implications of running an eCommerce website selling perishable products like flowers. Read the full transcript and watch the video: https://www.cxotalk.com/episode/customer-experience-ecommerce-digital-transformation-ftd The conversation discusses these topics: -- About FTD and the flower business -- Customer satisfaction and experience -- Challenges to creating customer success and loyalty -- Complexities of eCommerce -- CEO priorities -- Corporate culture and customer service -- Building customer loyalty and employee trust -- Using data in corporate operations

How does an important US government agency modernize its operations, especially during a global crisis? Jamie Holcombe, Chief Information Officer (CIO) for the United States Patent and Trademark Office (USPTO), explains his IT modernization strategy including cloud migration strategies and the CIO role.In this podcast, we discuss:IT modernization at the USPTOIT modernization challenges in the federal governmentInformation technology procurement and IT agilityIT modernization and the cloud environmentCulture change and IT modernizationIT modernization and talent managementUsing IT modernization to improve customer experienceRPA and IT modernizationBusiness transformation and IT modernizationWatch the video and read the full transcript.https://www.cxotalk.com/episode/cio-playbook-it-modernization

As large organizations move to the cloud, what are key infrastructure issues facing Chief Information Officers and information technology organizations? To learn more, we speak with Clay Magouyrk, the Executive Vice President of Engineering for Oracle Cloud Infrastructure.In this conversation, he discusses Oracle Cloud@Customer, the Oracle Autonomous Database, cloud regions, and the Oracle Cloud Platform.Clay Magouyrk is responsible for engineering and technical operations for Oracle’s enterprise-focused infrastructure-as-as-service (IaaS) platform and focuses on service delivery for an expanding product portfolio including compute, storage, networking, edge, and containers. He leads a team of thousands of cloud engineers focused on supporting customers’ most mission-critical workloads via best-of-breed products and solutions.Watch the video and read the full transcript.https://www.cxotalk.com/video/cloud-adoption-infrastructure

What is the state of healthcare innovation in 2020? In the episode, we explore exponential medicine with Daniel Kraft, one of the world's foremost medical innovators.Daniel Kraft is a Stanford and Harvard trained physician-scientist, inventor, entrepreneur, and innovator and is serving as the Chair of the XPRIZE Pandemic Alliance Task Force.Watch the video and read the full transcript.https://www.cxotalk.com/episode/digital-transformation-innovation-healthcare

Phrases like customer experience (CX), experience management, and the experience economy point to the importance of placing customer satisfaction and delight as a reference point for business activities.In light of this growing trend to increasing customer engagement, software giant SAP has partnered with Dow Jones, publisher of the Wall Street Journal, to create the Experience Report.To gain a better understanding of customer experience and why it matters to business, we spoke with SAP’s Chief Marketing Officer, Alicia Tillman, together with the Chief Product and Technology Officer for Dow Jones, Ramin Beheshti.Watch the video and read the full transcript.https://www.cxotalk.com/video/experience-management-customer-experience-sap-wsj

How can corporations conduct themselves ethically and with integrity? And what responsibilities do organizations have toward stakeholders and the larger community? We address these questions and many more on this important episode of CXOTalk, with Rob Chestnut, former Chief Ethics Officer of Airbnb.Watch the video and read the full transcript.https://www.cxotalk.com/episode/corporate-ethics-integrity-social-responsibility

The CEO of ERP provider IFS explains how field service management (FSM) and helps companies meet the increasing expectations of demanding customers with higher revenue and customer satisfaction.Watch the video and read the full transcript.https://www.cxotalk.com/video/field-service-management-servitization

How can business leaders manage long-term objectives while achieving short-term results? The former Chairman and CEO of Honeywell, David M. Cote, explains how to fight the evils of short-termism, overcome business process failures, and be a great leader.David’s book, Winning Now, Winning Later, describes the process and leadership challenges facing Honeywell when he joined the company and the changes he made to fix it. Watch the video and read the full transcript.https://www.cxotalk.com/episode/former-honeywell-ceo-business-strategy-leadership-skills

Digital media and journalism business models are evolving, changing as the news media shifts from broadcast journalism to digital content and new methods of distribution. Andy Serwer, a well-known journalist and Editor in Chief of Yahoo Finance explains.Read the full transcript and watch the video:https://www.cxotalk.com/episode/digital-media-journalism-2020

David Katzman focuses on reimagining how products are developed and deployed in the digital era. His expertise includes determining product market-fit and business strategy, as well as advising leaders on adopting new processes to build innovative products. He currently leads Customer Experience and Strategy for Onshape at PTC.Read the full transcript and watch the video:https://www.cxotalk.com/video/engineering-product-design-future-work

The future of transportation and mobility is autonomous. In this episode, we explore value chains and digital transformation in the transportation industry with investor and author Evangelos Simoudis.Read the full transcript and watch the video:https://www.cxotalk.com/episode/transportation-transformation-autonomous-mobility-future-value-chains

The global health crisis has pushed manufacturing and global supply chain management (SCM) to the forefront of issues facing companies in 2020. To gain an understanding of supply chain resilience, we spoke with John McEleney, a world expert on this topic.Read the full transcript and watch the video:https://www.cxotalk.com/video/manufacturing-supply-chain-innovation-2020

The global health crisis forced organizations around the world to shift from office to remote work from home rapidly. Learn how the Texas Rangers baseball team managed this transformation overnight.Read the full transcript and watch the video:https://www.cxotalk.com/video/cio-playbook-rapid-it-response