Importance of Accountability and Resourcing

770: Our latest episode features a panel from our Metis Strategy Digital Symposium in May 2023 where Rajan and Eben share their experiences applying a product mindset to advance digital and technology capabilities at their organizations. Rajan explains the project-to-product transformation at Ascension, the shifting customer expectations around digital interactions, and the metrics he uses to measure the success of the company’s customer-centric culture. Eben expands on the role technology plays in customer care at Hyatt, the agile and data-focused culture at the company, and driving the long-term strategic mission through the day-to-day empowerment of teams. Finally, both executives speak on the organizational impacts of moving to a customer-centric mindset, the workflow changes as a result of that mindset shift, and the partnership between the CDO and CIO to advance digital within the company.