CXOTalk

#DataScience #CustomerExperience Data is central to how companies compete, nurture customer relationships, and develop brand loyalty through end-to-end customer experience. In this environment, data strategy is crucial to business success. But, who should be responsible for the data strategy? Who owns the customer and operational data? What are the appropriate metrics and KPIs for a customer-centr...

#WomenInTech #GenderDiversity How can women achieve success and thrive in executive leadership positions? We talk with Janet Foutty, executive chair of the board of Deloitte, the largest professional services firm in the United States. She is also co-author of the book, Arrive and Thrive: 7 Impactful Practices for Women Navigating Leadership. During this exclusive conversation with one of the most...

#CustomerExperience #DigitalTransformation #CitizensFinancialGroup Why does a major financial services organization view customer experience as central to its digital transformation? In this episode, Beth Johnson, the Chief Experience Officer of Citizens Financial Group, explains how they build brand loyalty by using technology and data to understand and meet customer expectations. We discuss thes...

#CustomerExperience #DigitalTransformation #CTO #ChiefTechnologyOfficer The 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...

#womenintech #diversity For 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...

#CustomerLoyalty #BrandLoyalty #ecommerce #cx Building 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 be...

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 N...

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,...

#CIO #CTO What 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?...

#innovation #customerexperience If 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-customer Subs...

#DigitalTransformation #Diversity #Inclusion #TMobile Digital 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 a...

#CIO #CFO #Chief Financial Officer #Chief Information Officer The 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 organization...

#WomenInTech #GirlsInTech #GirlsWhoCode The 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...

#NPS #NetPromoterScore #CustomerLoyalty Brand 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 d...

#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...

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 analyti...

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...

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...

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 passi...

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 logist...

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, FIC...

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 exp...

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...

Writing a book is hard but selling it can be even harder. To help navigate this process, Mark Gottlieb, one of the top literary agents in New York shares practical advice on marketing and selling your book. Read the full transcript: https://www.cxotalk.com/episode/how-negotiate-book-publishing-contract : Subscribe to our newsletter and receive updates on new shows: https://www.cxotalk.com/subscrib...

Zero trust security has become a topic at the forefront of IT and security-related conversations. Zero trust puts an end to compromised identities. In today’s hybrid work environment, CIOs and security leaders must understand zero trust strategies and architecture to ensure the safety of networks, devices, applications, and users. To learn about zero-trust, CIOs must understand how traditional net...