Improving Customer Experience through Accountability and Supply Chain Management

822: The last decade is referred to as the Age of the Customer due to the digital capabilities that have unlocked the customer experience and increased personalization. In this episode of Technovation, we feature a panel from our September Metis Strategy Digital Symposium where Fahim Siddiqui, CIO of the Home Depot, and Kristie Grinnell, CIO of DXC Technology, discuss the future of the digital customer experience with Metis Strategy Partner and East Coast Lead Alex Kraus. Throughout the session, these two executives share how technology has improved the value streams and end-to-end process behind the customer and employee experiences, how data has allowed them to measure the user experience and take corrective action, and how that same data is at the center of the relationship between the customer and the employee. Finally, these executives speak about the culture of learning they foster to stay ahead of trends, the office of AI that was set up to manage risk, and the role leadership plays in shepherding cultural change at the company.