641: Casey discusses how her team is driving customer experience and how it is rooted in the employee experience at the company. Casey begins with how she views her role as a technologist within a tech-centric organization like Asurion as well as how Asurion oftentimes lives its customer journey as customer zero. She covers the role technology plays in Asurion’s omnichannel approach, her experience onboarding remotely, and what the future of work looks like. Additionally, Casey gives her perspective on retaining talent during hybrid work, how she draws upon past experiences in her current role, and what the future holds for women in technology.
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This episode is sponsored by Zoho.
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640: Bharat discusses the digitization of the defense industry and digital innovation in the industry. Bharat provides an overview of Huntington Ingalls Industries and his purview as Chief Information Officer. He describes how his team is structured and what areas under his purview are managed on a global level versus what are managed on a divisional level. Bharat details his framework for gauging the effectiveness of cybersecurity at the company and what digital innovation looks like. Finally, Bharat talks about how he curates an ecosystem of technology partners to expand the advanced technologies used to protect, connect, and integrate the armed forces as well as the trends in technology that are on his radar which will further transform the defense industry.
639: In this interview, Jim discusses the beginnings of his career and how his early experiences inspired the genesis of Square. He shares a couple of key strategies that he pursued to compete with large players like Amazon and how this led to the concept of his book, The Innovation Stack: Building an Unbeatable Business One Crazy Idea at a Time. Finally, Jim gives an overview of Invisibly’s business, gives his perspective on the problems with the business model of existing platforms, and looks ahead at what the future holds for the company.
638: In this interview, Santhosh Keshavan, EVP and Chief Information Officer of Voya Financial, focuses on growth through innovation and simplification to create efficiencies to deliver a better experience for Voya’s customers. Santhosh discusses the role digital plays in interactions with customers and how it has evolved over the last few years. He also talks about efforts at the company to simplify tech and digital as a source of growth and shifting the mindset at Voya to focus on both simplification and innovation. Santhosh goes over the role of data at Voya, other areas of innovation that his team is looking at, and creative ways he has identified and recruited talent during a time of high attrition. Finally, Santhosh gives a couple of tech trends that have been on his radar as he continues to grow the company.
637: Vlad covers the athlete and teammate-centered strategy at the company. Vlad begins with an explanation of his purview as CTO of the sports retailer and provides background on the company’s strategy focusing on the distinction between the inward and outward-facing aspects. He describes the ways his experience as a professional athlete has shaped his perspective in his role, weaved the teammate mentality into the DNA of the organization, and influenced the way he focuses on the customer and employee experience. Finally, Vlad talks about how he curates his unique ecosystem of experts to improve the athlete experience and the trends in technology that will continue to evolve the sports industry.
636: In this interview, Brett covers the importance of creating digital competencies and weaving them into the fabric of the organization. He gives an overview of Thrivent’s business and the two sides of his purview in digital and technology as well as why he feels his role as Chief Digital Officer is temporary as he shifts digital competencies to be incorporated into the overall company. He then provides the necessary components of transforming Thrivent into a digital-first organization and how the role of IT has transformed into a driver of the true customer experience. Finally, Brett shares the commonalities finance shares with retail when it comes to digital adoption, his view of the tech talent coming out of the Twin Cities, and the trends in digital and technology that he is particularly interested in.
635: In this interview, Shri and Anjana discuss the topic of digital platforms as strategic drivers of growth. Shri discusses his definition of platform in the context of his business at Experian and evaluates how he identifies the business case for these platforms. Anjana explains why she aimed to adopt a platform-centric mindset to deliver care to dialysis patients and how she has built and curated the skill sets of her team to enable the hub strategy at Fresenius. Finally, Shri talks about tackling the challenge of enabling inclusive lending at Experian, and Anjana explains another use case for delivering personalized medical care to Fresenius’s patients.
634: In this interview, Ajit discusses the digital journey of the 100-year-old company and the strategic priorities on his roadmap. He begins with an overview of TIAA and his purview as Head of Client Service and Technology. Ajit shares the six pillars as a part of the company’s strategic priorities and expands upon how he is shifting the company towards a data-driven culture and creating a wide ecosystem of partners. He explains how he leverages this ecosystem with Universities to upskill the organization and provide technology and digital training. Finally, Ajit describes how he evaluates where he buys for parity and builds for differentiation, why he shifted towards a product-oriented approach, and what trends in technology are on his radar.
This episode is sponsored by Transmit Security and Cisco.
633: In this interview, Casey and Sri discuss how they are tuning their approach to recruiting and retaining talent as we enter a post-pandemic world. They also share ways they are instilling lifelong learning as a part of their company cultures to drive continuous upskilling efforts. Finally, Casey talks about ramping up automation at Asurion and both her and Sri give tips on collaborating in hybrid working environments.
631: In this interview, Sangy discusses his transformational journey and sources of innovation using digital technology. He gives his view of the future of tech at FIS marshaling the efforts of a team of roughly 11,000 colleagues in his organization and curating an ecosystem of partners to invest in modernizing innovations. Sangy also discusses the shifting expectations of employees and customers, evolving uses of cloud technology, traits of a transformational leader, as well as the tech trends that are on Sangy’s radar.
