CXOTalk

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 business to one of America’s best known and loved brands. Robert is the author of AROUND THE CORNER TO AROUND THE WORLD: A Dozen Lessons I Learned Running Dunkin’ Donuts. After retiring from Dunkin, Rosenberg taught in the Graduate School at Babson College and served many years on the boards of directors of other leading food service companies, including Domino‘s Pizza and Sonic Restaurants.

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 business to one of America’s best known and loved brands. Robert is the author of AROUND THE CORNER TO AROUND THE WORLD: A Dozen Lessons I Learned Running Dunkin’ Donuts. After retiring from Dunkin, Rosenberg taught in the Graduate School at Babson College and served many years on the boards of directors of other leading food service companies, including Domino‘s Pizza and Sonic Restaurants.

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 customer experience-- Chief Information Officer priorities for 2021

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 customer experience-- Chief Information Officer priorities for 2021

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 experience on remote work from home-- Simplifying complex marketing messages-- Role of CIO and IT in customer experience-- Importance of employee experience at Comcast

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 experience on remote work from home-- Simplifying complex marketing messages-- Role of CIO and IT in customer experience-- Importance of employee experience at Comcast

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 business resiliency-- Digital twins and simulations-- CIO strategy and IT business model innovation-- Aligning CIO strategy with business objectives-- Customer experience and CIO strategy

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 business resiliency-- Digital twins and simulations-- CIO strategy and IT business model innovation-- Aligning CIO strategy with business objectives-- Customer experience and CIO strategy

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 services. Before that, Olivia was a partner at McKinsey, where she worked with companies to build and execute against successful go-to-market strategies at scale. This conversation includes: -- What is the future of work in 2021? -- Remote jobs and distributed work -- Planning for the future of work -- Enabling diverse teams -- Dropbox enables distributed teams -- Designing collaboration tools at scale -- Customer experience and software design at large scale -- Building a remote work environment and culture -- Describing the future of work -- How to plan for the future of work -- Advice on managing the transition to distributed and remote work

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 services. Before that, Olivia was a partner at McKinsey, where she worked with companies to build and execute against successful go-to-market strategies at scale. This conversation includes: -- What is the future of work in 2021? -- Remote jobs and distributed work -- Planning for the future of work -- Enabling diverse teams -- Dropbox enables distributed teams -- Designing collaboration tools at scale -- Customer experience and software design at large scale -- Building a remote work environment and culture -- Describing the future of work -- How to plan for the future of work -- Advice on managing the transition to distributed and remote work

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

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 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