To some, the term artificial intelligence evokes images from The Terminator, 2001: A Space Odyssey, or, for the more optimistic, WALL-E. But today AI might isn’t as far out as many might think. Today, machine learning and AI applications are being used to personalize customer experiences, predict behaviors, and improve processes across industries.
On the Technovation podcast, Metis Strategy President Peter High asks tech executives about the trends that excite them and the new projects making their way onto their roadmaps. This year, artificial intelligence was often at the top of the list. In this video, executives from Elevance Health, ServiceNow, Whirlpool, Guardian Life, Levi Strauss, Upstart, and Intel share how they are embedding artificial intelligence into their organizations and ponder AI’s future trajectory. For more insights into how today’s technology leaders are adopting artificial intelligence and other emerging technologies, be sure to check out the full podcast episodes and YouTube channel.
Zoetis’ Chief Information & Digital Officer Wafaa Mamilli has been promoted to the post of Executive Vice President, Chief Digital & Technology Officer and Group President for China, Brazil, and Precision Animal Health. Zoetis is the world’s largest manufacturers of animal pharmaceuticals. This post represents a major leap forward in Mamilli’s responsibilities, driving the accelerated growth of two key markets, as well as the company’s precision animal health businesses and advancing our global customer experience programs. Mamilli is a big believer that all tech and digital executives ought to have a profound impact if not primary responsibility for customer experience in the digital age.
“I’ve always thought of my role as a business leader with technology accountability and have been passionate about the role of digital and data in reimagining animal health and powering Zoetis’ business. I am equally excited to fully harness our innovative portfolio, along with my global experience, to deliver the most value to our customers in key growth areas of our business.”
She will continue to oversee Zoetis’ digital and data analytic strategies as well as the Information Technology and cybersecurity teams.
Prior to joining Zoetis in 2020, Mamilli was with Eli Lilly and Company for 20 years. She held a variety of International roles with increasing responsibility, and ultimately served as the Global Chief Information Officer for the company’s business units. She also served as the company’s Chief Information Security Officer, a rare example of a CISO growing into CIO responsibilities, though surely a pathway that may become more frequent in an age when the former is growing in strategic importance.
Mamilli’s profile has grown tremendously in the past two years, including being the recipient of the 2022 MIT Sloan CIO Leadership Award, which honors executives who lead their organizations to deliver exemplary levels of business value through the innovative use of IT. She was also honored as a member of the Forbes CIO Next List, recognized among 50 influential technology leaders who are redefining the CIO role and driving innovation.
In addition to her outsized influence in tech and digital and now beyond within Zoetis, Mamilli is also on the leading edge of CIOs and CDO s who have been asked to serve on the boards of public companies with multiple billions of dollars in revenue. She serves on the board of directors of Fiserv, Inc., a global provider of payments and financial services technology solutions.
Mamilli has also been a champion of women in technology, as a leader of the T200, a group of female technology executives who not only support each other, but also mentor the next generation of female tech and digital execs.
She earned a master’s degree in Computer Science from INSEA in Rabat, Morocco, and a master’s degree in Business Applications of Information and Technology from Université Rennes in Rennes, France.
Peter High is President of Metis Strategy, a business and IT advisory firm. He has written two bestselling books, and his third, Getting to Nimble, was recently released. He also moderates the Technovation podcast series and speaks at conferences around the world. Follow him on Twitter @PeterAHigh.
Cardinal Health is among the largest companies in the world, earning roughly $180 billion in annual revenue. The company has two main segments to its business: a pharmaceutical distribution segment and a medical products segment. The company’s executive vice president, chief information officer and head of Global Business Services is Michelle Greene. Her purview includes leading teams aligned with the two segments, while also leading horizontal teams that cut across them. The latter category includes a digital office and an organization called Fuse, which develops commercial technology. “The advantage that I have is to not only focus internally but also have some focus externally,” said Greene. “Figuring out how we can leverage and find synergies between the technology platforms that we’re implementing [is also an area of focus].”
One might think of her organization as one that provides glue across the business segments that each could be Fortune 500 businesses based on their revenues. “What we’re looking to now is how we can expand an enterprise mindset across all of my leaders so that we don’t get so siloed and single-focused,” noted Greene. When asked for examples, she said, “We’ve worked to try to centralize more our data and analytics, anything digital, automation, and our AI space. In those spaces you may find that you need support from other teams.” These topics become unifiers and offer opportunities for great collaboration across the traditional silos of the business.
The focus on commercial technology is differentiating for a CIO, as Greene and her team focus on both sides of the profit equation: identifying opportunities for efficiencies while also driving new revenue opportunities. As an example of the former, she offered up a description of a specialty solution called Decision Path. “It is a first-of-its-kind solution built into the electronic health records, providing real-time visibility into our patients out of pocket expenses,” said Greene. “It helps oncologists make high-quality treatment choices to reduce the burden of financial toxicity. It’s a data-driven cost-tracking tool that enables oncologists to accurately measure the cost of care at the start of and during the episode of care.” As an example of the latter, Greene spoke about Outcomes Connected platform. “It is a digital ecosystem, and it connects our pharmacists, our payers and our pharmaceutical companies to maximize clinical opportunities,” said Greene. “We mitigate the challenges of medication non-adherence, a common and costly problem. Both of these we have a team: my Fuse team. They work on these solutions along with the business, and it’s just a great opportunity for us to [solve] business problems with technology.”
To innovate at the scale necessary to grow such a large company, Greene must find creative pathways to recruit great talent. Like many other companies, increasing the flexibility of who works where has been a great way to find people who may be far from the company’s headquarters in Columbus, Ohio who have not interest in moving. She does not take existing talent for granted, however and drives continuous engagement with them to “re-recruit” talented team members. “How do we continue to reengage, re-recruit, and make sure that we’re continuing to engage the talent that we have?” Greene asked rhetorically. “That’s where it needs to start. Our HR partners have been working with us to do things like “stay interviews” to understand why people stay, and if they’ve ever considered looking at other opportunities externally, what drove that and how we can make adjustments as an organization [to lead more people to stay with Cardinal Health].”
Greene also noted that ambitious colleagues want to be sure that their skills are growing, so it is paramount to provide them with the training necessary to let them feel that growth. Greene’s team has developed a training platform called “Digital U.” It provides courses and certifications to ensure that the team is building the skill sets of tomorrow. “If we don’t take care of that talent and continue to feed and nurture that talent, then people will find other opportunities outside,” she acknowledged.
Greene is a female executive of color and knows that she is part of an exclusive club, but she also recognizes that she has the opportunity to inspire others to reach higher in their career goals. She points to the leadership of Mike Kaufman, who was CEO when she arrived at Cardinal Health and Jason Hollar, who became CEO on September 1 of this year. Each has emphasized the need for greater levels of diversity. Greene also noted that as the company seeks a more diverse workforce, diversity of thought needs to be considered an important factor, as well. “We need to make sure that this is about diversity of thought,” she said. “How do we do things differently? How do we engage innovation? How do we just do some out of the box thinking? That’s what brings about true diversity.”
When Greene reflected on her own rise, a growth mindset was key. It continues today, as she personally pays for a coach to help her. When colleagues and peers have seemed surprised by this, she responds by saying, “We’ll pay for a trainer when we want to lose weight. We’ll pay for someone to do your hair or a stylist to find you the right outfits to wear. We have to make sure that things that are truly important, and if you’re serious about your career development and development as a leader, you have to embrace that, and be ready to do it.”
Greene serves as a remarkable model for others to follow.
Our next Digital Symposium is just around the corner. Join us on December 13 as industry leaders and technology executives share how they are leading their teams through uncertain times and discuss the trends shaping the year ahead.
CIOs and other technology leaders, register here to reserve your spot today, and stay tuned here for agenda updates. We look forward to seeing you!
(Click here for highlights from our most recent Digital Symposium, and stay tuned to our YouTube channel for videos of our panel discussions.)
12:00 – 12:05 p.m.
Welcome and Introductions
Welcome and introduction to the Metis Strategy team.
Peter High, President, Metis Strategy
12:05 – 12:30 p.m.
Establishing the Foundation for a Modern Enterprise
Boris Shulkin, Chief Digital & Information Officer, Magna International
Michael Rodgers, Chief Technology Officer, Pilot Company
Moderated by Steven Norton; Co-Head Executive Networks, Research, and Media; Metis Strategy
12:30 – 12:55 p.m.
Mastering the Human Side of Digital Transformation
Rob Mills, Chief Technology, Digital Commerce, and Strategy Officer, Tractor Supply Co.
Jennifer Hartsock, Chief Information & Digital Officer, Cargill
Moderated by Michael Bertha, Vice President & Central Office Lead, Metis Strategy
12:55 – 1:20 p.m.
Crafting Connected Digital Experiences for Customers and Employees
Atish Banerjea, Chief Information Officer, Meta
Gail Evans; Chief Digital & Technology Officer; Disney Parks, Experiences, and Products
Moderated by Chris Davis, Partner & West Coast Office Lead, Metis Strategy
1:20 – 1:35 p.m.
Leading Transformation: A Conversation with Chief Transformation Officer Kelly Kent
Kelly Kent, Chief Transformation Officer, ServiceNow
Moderated by Peter High, President, Metis Strategy
1:35 – 1:50 p.m.
CIO to CEO: Fireside Chat with Mario Harik
Mario Harik, CEO, XPO
1:50 – 2:05 p.m.
Entrepreneur Spotlight: Taso Du Val, Toptal
Taso Du Val, Co-Founder & CEO, Toptal
2:05 – 2:30 p.m.
Optimizing Value Delivery through Digital and Technology Capabilities
Anita Klopfenstein, Chief Information Officer, Little Caesars
Kirk Ball, Chief Information Officer, Giant Eagle
Moderated by Alex Kraus, Partner & East Coast Office Lead, Metis Strategy
2:30 – 2:40 p.m.
Closing remarks and adjourn
Click here for highlights from our last Digital Symposium, or view the panel discussions on YouTube. We look forward to seeing you!
Thank you to all who attended the 10th Metis Strategy Digital Symposium. Across conversations, leaders emphasized the need for foundational data and analytics capabilities to prepare their organizations for growth. Whether modernizing systems, designing new operating models, or upskilling teams for the future, an organization’s ability to appropriately harness the information assets available continues to be a key source of competitive advantage. Below are highlights from the event. Stay tuned to the Metis Strategy YouTube channel and Technovation podcast in the coming weeks for full recordings of individual panel discussions. In the meantime, click here to request an invitation for our next virtual event on December 13, 2022.
To prepare employees for jobs of the future, technology leaders are focusing on upskilling and development initiatives that teach employees the latest technology skills while providing a clear path for professional growth. The most in-demand skill today: “data, data, data,” said Udacity CEO Gabe Dalporto. ”Every part of every organization needs better data skills.” That means not only equipping data scientists and IT teams with the latest skills, but also ensuring data literacy across marketing, compliance, cybersecurity, and beyond.
It isn’t enough to only provide training, however. Dalporto noted that attrition can actually increase if reskilling programs aren’t directly linked to individuals’ jobs and career paths. The message resonated with attendees, 44% of whom noted career pathing and other growth opportunities as focus areas within their upskilling initiatives.
Pearson CIO Marykay Wells reiterated the importance of creating an environment that encourages continuous development. Pearson offers weekly learning hours and a range of certifications employees can pursue to help spark new ideas and creative thinking. The company is also leaning into greater job mobility, encouraging team members to apply their learnings across the organization.
A strong foundation in data and analytics paves the way for new innovations. As organizations modernize enterprise data platforms and gain access to consistently reliable information, they are finding new ways to use emerging technologies to improve processes and services.
At Boeing, data is embedded across the enterprise and serves as a source of growth and resilience, CIO and SVP of IT & Data Analytics Susan Doniz said. Data-driven insights give the company a greater understanding of supplier networks, assist with product planning, and drive sustainability initiatives. Boeing is using emerging technologies like digital twins and the metaverse to drive product precision, building airplanes thousands of times digitally before creating the physical plane. Boeing also combines its own information with weather data and other external sources to drive additional value. “The value of data is not just data by itself, it’s how you combine data with external data,” Doniz said.
Emerging technologies have also shown promise in driving enterprise sustainability efforts. As Chevron Chief Digital Officer Frank Cassulo prepares for the transition to a lower carbon world and more renewable energy sources, he is advancing the deployment of industrial IoT, edge-based sensors, and real-time monitoring to improve the efficiency, reliability, and safety of the energy system. “We believe the intersection of technology and the energy transition is defining the rate at which we advance,” he said. Last year, the company launched Chevron New Energies to identify new technology opportunities and business models to deliver a lower carbon future.
Technology leaders are embracing more data-driven decision making processes and rethinking how to measure the success of digital products and services.
For example, every Monday morning, Vinod Bidarkoppa, SVP at Walmart and Chief Technology Officer at Sam’s Club, meets with the executive leadership team to discuss the Net Promoter Score of critical member and associate journeys from the prior week. Those metrics inform how the organization operates and focuses their efforts week to week. “Because there is data behind it, people can answer in a very data- driven way,” Bidarkoppa said. “It makes it a very rich conversation and it’s not just an opinion.”
Enterprises are also expressing a growing desire for reliable cybersecurity metrics. Orion Hindawi, Co-Founder and CEO at Tanium, detailed how the company is helping customers understand how their progress on particular KPIs compares to others in their industry. That data allows customers to better see where they have adequate protection or gaps that need filling.
Data-enabled products are also unlocking new efficiencies. Ameren Chief Digital Information Officer Bhavani Amirthalingam noted that putting more data into customers’ hands gives them more choice and control in managing their energy consumption. Greater accessibility to data also gives Ameren the ability to effectively track and reduce energy consumption in the data center and among key suppliers.
As Pearson offers a broader range of digital education products, it is placing additional focus on metrics such as time to value (the time between a student enrolling and actually starting a course), as well as internal productivity metrics to guide process improvements for engineers. “We are thinking about ways we can use data to improve experience and value,” Wells said.
In an increasingly complex economic and geopolitical climate, digital leaders are among those re-examining global talent footprints and seeking opportunities to streamline or automate existing processes. More than half of MSDS respondents noted that they are bringing on more full-time employees across geographies and exploring new locations for talent.
Denton’s, the largest law firm in the world, has grown from 3,500 employees 10 years ago to 20,000 employees around the world today through robust M&A activity. Over the years, each entity retained IT teams, structures, and systems. As cloud computing adoption expanded and cybersecurity concerns became paramount, especially for clients, Global CIO Ash Banerjee and his team are transforming and unifying the technology function, progressing the firm’s growth and integration strategies while seeking to balance local and global needs.
Anil Bhatt, Global CIO at Elevance Health (formerly known as Anthem) works to make sure that his global product team and engineer teams have the capabilities they need to meet business needs. At the same time, he’s focused on making sure team members are taking care of themselves. Bhatt’s team led two employee-focused transformations and introduced more flexibility and recognition. “As you take care of associates and employees, it changes how they look at company,” he said.
As the security and privacy landscape grows more complex, technology leaders must balance global rules and standards with country- or region-specific regulations. Kevin Stine, Chief of the Applied Cybersecurity Division for NIST’s Information Technology Laboratory (ITL), has been encouraged by an uptick of international governments and businesses adopting and engaging with the NIST framework. He notes this global alignment of standards as a critical step to aligning key cybersecurity outcomes and avoiding duplication or conflicting expectations.
As data-based decision making and digital tools pervade modern business, technology leaders are modernizing organizational architectures to help their companies more directly tie technology initiatives to business growth. At retailer Dollar General, CIO Carman Wenkoff prioritized people and processes in the modernization journey. After evaluating organizational structures and existing ways of working, the company grouped 105 technology domains into categories and assigned domain leaders to define and implement a future vision. The new structure is helping the retailer define new ways of working and find new ways to serve customers.
The prevalence of technology is putting more leaders on the path from CIO to CEO, COO, and other business leadership roles in the C-suite. Chandra Dhandapani; Chief Executive Officer for Global Workplace Solutions at real estate firm CBRE advised technology leaders wishing to ascend to other roles to stay closely aligned with business leaders, invest in technology closely aligned with business strategy, move fast, and care about customer experience. She encouraged leaders to take an outside-in perspective and “internalize being business leaders first who happen to have expertise in technology.” Dhandapani believes that CIOs are well positioned to take on additional leadership roles as they understand their organization’s data strengths and weaknesses and know how to use data to develop key insights.
Our next Digital Symposium is just around the corner. Join us on September 8 as industry leaders and technology executives share their perspectives on fostering innovative cultures, innovating during dynamic times, and creating new digital pathways to reach customers, among other topics.
CIOs and other technology leaders, register here to reserve your spot today. We look forward to seeing you!
12:00 – 12:10 p.m.
12:10 – 12:25 p.m.
Fireside Chat: Gabe Dalporto, Chief Executive Officer, Udacity
Gabe Dalporto, Chief Executive Officer, Udacity
12:25 – 12:50 p.m.
Data & Analytics as a Source of Resilience and Growth
Vinod Bidarkoppa; SVP, Walmart; Chief Technology Officer, Sam’s Club
Susan Doniz, Chief Information Officer and SVP of IT & Data Analytics, Boeing
12:50 – 1:05 p.m.
Entrepreneur Spotlight: Orion Hindawi, Co-Founder & CEO, Tanium
Orion Hindawi, Co-Founder & CEO, Tanium
1:05 – 1:20 p.m.
Fireside Chat: Chandra Dhandapani; Chief Executive Officer, Global Workplace Solutions; CBRE
Chandra Dhandapani; Chief Executive Officer, Global Workplace Solutions; CBRE
Fireside Chat: Kevin Stine, National Institute of Standards and Technology (NIST)
Kevin Stine, Chief of the Applied Cybersecurity Division, NIST’s Information Technology Laboratory (ITL)
1:35 – 2:00 p.m.
Transforming a Global IT Operating Model
Ash Banerjee, Global Chief Information Officer, Dentons
Anil Bhatt, Global Chief Information Officer, Elevance Health
2:00 – 2:25 p.m.
Creating Innovative Sustainable Business Models
Frank Cassulo, Chief Digital Officer, Chevron
Bhavani Amirthalingam, Chief Digital Information Officer, Ameren
2:25 – 2:50 p.m.
Driving Strategic IT Modernization Efforts
Marykay Wells, Chief Information Officer, Pearson
Carman Wenkoff, Chief Information Officer, Dollar General
2:50 – 3:00 p.m.
Our next Digital Symposium is just around the corner. Join us on May 19 as industry leaders and technology executives share their perspectives on fostering innovative cultures, scaling transformation initiatives, and navigating geopolitical uncertainty, among other topics.
11:00 – 11:10 a.m.
11:10-11:30 a.m.
Conversation with former President of Mexico Vicente Fox
Pres. Vicente Fox, fmr. President, Mexico
11:30-11:50 a.m.
Building Talent for Digital Operating Models
Mamatha Chamarthi, Head of Software Business and Product Management P&L, Stellantis
Vipin Gupta, Chief Innovation and Digital Officer, Toyota Financial Services
11:50 a.m. – 12:05 p.m.
Entrepreneur Spotlight: Adyen
Pieter van der Does, CEO, Adyen
Kamran Zaki, COO, Adyen
12:05 – 12:20 p.m.
Fireside Chat: Thomas Kurian, Google Cloud
Thomas Kurian, CEO, Google Cloud
12:20 – 12:40 p.m.
The Journey from CIO to COO
Chris Drumgoole, EVP & Chief Operating Officer, DXC Technology
Jeff Smith, EVP & Chief Operating Officer, World Fuel Services
Moderated by Alex Kraus, Vice President & East Coast Lead, Metis Strategy
12:40 – 1:00 p.m.
Technology-led Business Model Innovation
Ather Williams III; EVP, Head of Strategy, Digital, and Innovation; Wells Fargo
Prakash Kota, Chief Information Officer, Autodesk
Moderated by Chris Davis, Vice President & West Coast Office Lead, Metis Strategy
1:00 – 1:20 p.m.
Innovation Ecosystems as a Source of Growth
Ryan Snyder, SVP & Chief Information Officer, Thermo Fisher
Teddy Bekele, SVP & Chief Technology Officer, Land O’Lakes
1:20 – 1:30 p.m.
Thanks to all who joined the February 2022 Metis Strategy Digital Symposium. A special thanks as well to all of our speakers, who shared their perspectives on topics ranging from creating speed and agility in an era of “predictable unpredictability” to developing new operating models, scaling innovation, and using data and technology to enhance the customer and employee experience.
Digital and technology executives are seeing expanded purviews and greater strategic influence inside their organizations as technology becomes increasingly integral to business operations. In addition to traditional IT roles, today’s CIOs are taking on key roles in revenue-generating activities, helping to define the future of work, and leveraging strategic partnerships to find unconventional solutions to today’s challenges.
See below for a few highlights from the event, and check out the Metis Strategy YouTube channel and the Technovation podcast in the coming weeks for full recordings of individual panel discussions. In the meantime, click here to request an invitation for our next virtual event on May 19, 2022.
Customer focus drives greater impact for IT
Today’s technology leaders are more customer-centric than ever before as data and analytics capabilities help organizations better understand the customer journey and transform the customer experience through digital. Indeed, nearly half of attendees noted that customer centricity has been the biggest driver of impact and performance at their organizations.
At MetLife, Bill Pappas is utilizing his combined role as Head of Global Technology and Operations to drive a more holistic approach to managing the customer journey. The ability to collaborate internally across data and analytics, cybersecurity, infrastructure, customer-facing service advisors, and other teams has led to a greater understanding of the processes and decisions that impact customers, which in turn helps MetLife design better products and services for them.
At Inspire Brands, digital technologies have allowed the company to serve customers and employees more effectively across a variety of channels, CIO Raghu Sagi said. Buffalo Wild Wings, for example, went from having almost no off-premise business before the pandemic to having almost all off-premise sales as people stopped going out to eat. In response, Sagi and his team quickly rolled out new features such as curbside delivery and contactless payments, tools they could then scale across their other restaurant brands.
Even security services, often considered a friction point for many users, have become an avenue for delivering value to customers. Transmit Security, for example, is leveraging biometric capabilities and other technologies to help customers access their accounts faster while simultaneously strengthening the overall security of those accounts and reducing system complexity on the back end.
CIOs double down on culture, people development
As organizations continue to navigate a challenging talent market, executives are doubling down on people management efforts to attract, retain, and develop talent. That includes building internal culture, enabling flexible working models, and developing upskilling and reskilling opportunities to create growth opportunities for their teams.
“People are truly everything we do, and as a leader, your role is to be [first] a human resources manager,” Bill Pappas of MetLife said. In addition to articulating its value proposition to attract top talent, the company offers a range of upskilling and talent development initiatives, including a digital academy, that seek to foster the technology, commercial, and leadership skills needed to lead in today’s environment.
Edward Wagoner, Chief Information Officer for Digital at JLL Technologies, noted that data and technology are helping the company design the future of work and bring it to life at the intersection of physical and digital spaces. With some employees returning to office and others continuing to work remotely, Wagoner emphasized that there are still many unknowns, and that organizations across the board will continue to test new hypotheses and draw on lessons learned to improve the employee experience.
Indeed, technology leaders will play a central role in enabling new forms of collaboration and creating spaces that establish a level playing field and sense of belonging for diverse and remote employees. “As digital technology leaders, we’re so entwined in the culture game that we now need to go figure out what are these experiences that provoke people to collaborate differently,” said Vince Campisi, SVP Enterprise Services and Chief Digital Officer at Raytheon Technologies.
Tech leaders become a catalyst for new business partnerships
While CIOs have always kept a finger on the pulse of emerging technologies, they increasingly are forging more strategic partnerships with suppliers, peers, startups, and others to gain new insights and develop new products and services.
To navigate the emerging tech landscape, Novant Health, Chief Information Officer Onyeka Nchege focused on identifying core capabilities and building a strong partner ecosystem that could deliver a positive impact and improve the patient experience. In 2019, Novant Health solidified a partnership with Zipline that, through a fast-tracked operation during the pandemic, led Novant Health to become the first healthcare system to deliver PPE via drone distribution.
Although the real estate industry hasn’t historically been known as a leader in technological innovation, companies like JLL have established new partnerships to expand the company’s thinking and to better address ongoing uncertainties such as the future of work and climate change. Wagoner noted that JLL acquired an AI company to improve data-driven decision making. He also discussed the ways in which JLL is partnering with technology leaders across industries to address topics such as sustainability monitoring and reporting.
A dedication to scaling digital operations and innovation
CIOs, CDOs, and CTOs have an ever-growing role to play in helping organizations adapt quickly to changing markets and consumer demands. Key to that is enabling innovation at scale and applying digital tools to enhance operations.
Innovation is no longer a practice that takes place in a separate building, but rather a capability embedded across the enterprise, said Charu Jain, SVP Merchandising and Innovation at Alaska Airlines. Jain further drove these efforts by developing an innovation committee at the board level. This committee provides formal commitment and accountability to innovation efforts and helps identify opportunities to apply technology to revenue-generating activities and guest and employee experiences. Having teams across the company pursue innovation ideas, paired with strong change management and new ways of working, has helped make innovation a “fabric of how [Alaska Airlines] does business,” she said.
Sanjib Sahoo, Chief Digital Officer at Ingram Micro, highlighted digital innovation as a means of improving performance while constantly reassessing the business model and ensuring that there are no opportunity gaps in the organization. “We perform as we transform,” he said, noting the importance of integrating operational excellence and value creation into all transformation initiatives.
Since the pandemic began, CIOs are owning more innovation and business value creation processes, said Sunny Gupta, CEO & Co-Founder of Apptio. That includes a shift to product-focused operating models, which requires leaders to think not only about technology applications but also new funding models.
Technology plays key role in building supply chain resilience
Supply chain disruptions and natural disasters have caused strain on global operations, underscoring a need to digitize and automate processes and collaborate with peers and partners. Increasingly, technology is the key to building resilient supply chains that allow organizations to pivot quickly amid ongoing disruptions.
At Big Lots Stores, data and decision modeling help build stronger and more resilient digital supply chains, said Gurmeet Singh, CTO and CIO. The ability to process data from each point of the supply chain speeds decision making and allows the organization to pivot quickly when markets change, which ultimately impacts costs, store operations, and the customer experience. Singh has also spent time learning from startups in the supply chain space to understand how new technologies are driving greater visibility and automation.
Gary Desai, CIO at Discount Tire, remarked that resilient supply chains and strong relationships help improve the “speed of trust” with customers and drive better outcomes. Desai works alongside the Chief Customer Officer and Chief Product Officer at his organization and meets with the CEO of their supply chain software provider to discuss ways in which technology can continue to deliver value for the company now and in the future. New ways of working, including a shift toward planned appointments at stores instead of walk-ins, also present new opportunities to apply digital technologies and enhance relationships with local suppliers.
We hope you’ll join us for our next Metis Strategy Digital Symposium on May 19, 2022. You can register for the event here. Stay tuned to our website for more details.
Dean Del Vecchio is the Executive Vice President, Chief Information Officer, and Chief of Operations at Guardian Life, roughly 160-year-old mutual company with roughly $10.5 billion in annual revenue. He leads a team of about 4,500 employees. He is a major driver of innovation across the company, but he and his team hoped to open up innovation to the majority of colleagues rather than make it a purview of a single team at Guardian Life. In fact, he has even facilitated a method to engage outside partners and vendors in the process, as well.
Del Vecchio has defined three categories of innovation:
Core innovation entails finding a better, a faster or a simpler way to perform everyday tasks of the company.
Adjacent innovation requires monitoring other companies, including innovative ideas driven in other industries and translating them back to Guardian Life. “If there is somebody else doing something out there, it does not have to be in our industry, our segment or our market,” said Del Vecchio. “If somebody is doing something interesting and differently than we are today, let’s copy it.”
Transformational innovation fosters the development of truly big and new ideas for the company to pursue. “It is rethinking a market segment, [for example],” said Del Vecchio. “It could be rethinking how we do work entirely. We have been quite innovative in the way we thought about operating in the cloud, for example. We have been operating in the cloud since 2018. We shut down our data center in 2018. We no longer have an owned operating data center.”
To foster the development of all three types of innovation, Del Vecchio has developed innovation challenges for the team. It involves posing a challenge question of the team and leveraging the wisdom of the crowd to develop creative answers to the question. “We have employees vote on [the ideas], and we have them do pairwise comparisons on [them],” noted Del Vecchio. “Then the good ideas that bubble up, we do a Shark Tank experience. We have people put forth their idea, present it to a group of people, we vote, and we challenge [them with] questions. If an idea gets thumbs up, we move it forward to a minimum viable product.”
In recognizing that the best ideas will come when the net is cast widely, Del Vecchio recognized that he had to grow more technical talent, which is especially a challenge these days when the war for talent is raging at a level not previously seen. He introduced a program called Code for Good, which identifies employees in non-traditional technology roles and trains them to become developers. “It is a six-month boot camp [including] programming and learning, and then they are out on the floor,” he said. “We make sure that there is a job for them and that they have an opportunity to participate in that.” He has had multiple cohorts go through this program, and the value derived from these newly minted programmers has been profound.
Del Vecchio is building on this success with the development of an Automation for Good program. This is geared at engaging employees who work on transaction-heavy processes and engaging them to help design automation to take the place of some of the most tedious and time-consuming tasks. “Employees could be adding much more value and dealing with much more complex issues if they had the time, but because they are dealing with all these transactional things,” he noted. “Why not allow them to be able to self-automate and identify those tasks that they wish they did not have to do in the first place, and then create a much more fulfilling job for themselves?”
There is a broader vision to this. Del Vecchio and his team are mapping out the customer experience journey to understand where there are opportunities to digitize, and where to introduce self-service capabilities. He and his team hope to automate to the point of facilitating proactive and predictive capabilities. “We are doing that in ways of a digital agent, for example,” said Del Vecchio. “We have installed, using AI and automation, the digital agent capability so you could chat with a digital agent and get claim status or get eligibility of benefits.”
Del Vecchio and his team have also focused on each aspect of the relationship and the journey, whether it is the initial onboarding piece or further along in their relationship with the company. “Can we help customers with decision tools to help them select the right products?” he asked. “Ultimately, when they are on board and they need services, can we provide them with all of those avenues?” A key is to serve clients as they wish to be served. If they want to interact with a chatbot, they can do so through their mobile device. If they prefer the web, they can do that. If they want a mobile app, Guardian Life provides that capability. “We are not there yet but that is how we are looking at it, and we are looking at it across all medium, as well as all segments of that lifecycle engagement,” said Del Vecchio. He and his team have the processes and the ideas to drive continued innovation through Guardian Life on behalf of its customers.
Ather Williams III is the Senior Executive Vice President and Head of Strategy, Digital Platforms, and Innovation at Wells Fargo, a post he has held since October of 2020. In that role, he leads corporate strategic planning, defines and manages digital platforms and capabilities, and oversees innovation priorities, opportunities and company-wide efforts to drive transformation.
Williams strategy role cuts across the five business lines at Wells Fargo, three of which are focused on consumer and two of which are focused on enterprise customers. “We work across those businesses, across all of our range of capabilities, covering our 69 million customers, and all of our functions to put together a coherent strategy to serve those clients in an innovative way,” noted Williams.
One of the key strategic pillars that that Williams and his team has defined and is helping to drive focuses on technology and innovation and having a digital-first, mobile-first, though not mobile only, mindset. “Digital platforms are a natural place to sit with me because it is a transformation of how we bring together a consistent consumer experience that starts with mobile across our deposits and payments business, our consumer lending business and our wealth management business,” said Williams. “[This intersection] will easily migrate across our other channels, be it an ATM, a branch or a financial advisor’s office.”
Williams considers the innovation part of his mandate to be the “fuel for the future.” The inspiration for that innovation often comes from interactions with customers and the needs they articulate, and the innovation is then driven by the team he has at his disposal within Wells Fargo together with a partner ecosystem he has curated. By way of example, Williams noted customers’ desire to rethink how they move their money around the world or new ways of investing their money. He also noted working with customers on how best to decarbonize. Wells Fargo makes its innovation channel accessible to customers and the broader ecosystem can help bring those ideas to life.
Williams noted that the pandemic has been a remarkable accelerant for mobile adoption. “All the metrics I look at weekly on our digital platforms, how we are performing and interacting with our clients, they are all up double digits year-over-year, and it is continual growth,” he said. “On the consumer side of the house, mobile is our number one channel. Between mobile and online, we have about just shy of two billion interactions with our clients every quarter.”
Williams is quick to add that these growth figures are not the death knell to Wells Fargo’s branches, however. He offers coin and currency transactions and mortgage initiation as two of a variety of examples of interactions that customers are often more comfortable doing in the branches. Williams describes the strategic approach the company is taking as mobile first but not mobile only. “Making that transition from being what a lot of banks traditionally have been which is a physical interaction first, technology supporting it, to being a technology led, physical supporting it,” Williams highlighted. “That flip is what we are driving from a strategy perspective.”
The company has also flipped the traditional script on how innovation happens. It used to be that companies like Wells Fargo built products and technology internally without outside partners to speak of. Counterexamples include payment networks for credit cards, or for clearing payments internationally, but these were exceptions rather than the rule. “Increasingly, banks are becoming ecosystem orchestrators where we build some stuff, but we enable you to experience it through APIs,” offered Williams by way of example. “That change, going from a very inwardly focused culture to an outwardly-focused culture, meaning engaged in the broader ecosystem for our clients, has been a big change.” Williams underscored that this trend happens both on the consumer and on the wholesale side of the business. Now enterprises bank through their ERP system in their treasury workstation. Wells Fargo has developed a means of plugging into that.
When asked how he measures innovation, Williams volunteered velocity of ideas through the company’s pipeline. “We run a funnel process and I measure ideas in and ideas we push into production, but it is also how quickly we can churn them through,” he noted. “Anything in the cryptocurrency area for example, is changing so rapidly that, I just need to make sure that we are getting enough reps or enough at-bats on things to see what might stick.” He also indicated that he is mindful of patents filed by the company. He also mentions that it is no longer useful to simply benchmark Wells Fargo against other banks, as had been the primary measuring stick used. “We look at some companies that are traditionally very innovative, mostly in the tech space but not necessarily banks,” said Williams. “I do look at how quickly they are launching new products, and how they are driving the industry.”
Each of the line of lines of business has a strategy and innovation lead. Their main job is to help each business think about how they are going to meet those changing customer needs and how the company will respond to competitive forces. Additionally, these leaders investigate problems Wells Fargo is trying to solve and then tap back into that innovation stream of what is happening in the market. There is also a team that is focused on innovation strategy. That team is “focused on thinking about what is five or ten years out that we need to keep our eyes on,” Williams said, “It can be a technology thing, or it could be an industry trend thing that we can see is going to impact us.”
The leaders of each of these teams come together with some frequency to share insights and to identify points of collaboration. The innovation team drives research and development, as well as the pilot and deliver, test and learn continuum to scaled ideas. “We get an idea such as cross border money movement over the distributed ledger,” said Williams. “Here is the client, here is the business case, here is the client scenario, how do we make that happen? You pull it into the lab, you can stand up a prototype and get it to run. Then once you get to a certain place, you can commercialize it and you flip it back into the business.”
This well thought out innovation engine is already bearing fruit, and Williams is confident that the best is yet to come.
