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 an important US government agency modernize its operations, especially during a global crisis? Jamie Holcombe, Chief Information Officer (CIO) for the United States Patent and Trademark Office (USPTO), explains his IT modernization strategy including cloud migration strategies and the CIO role.In this podcast, we discuss:IT modernization at the USPTOIT modernization challenges in the federal governmentInformation technology procurement and IT agilityIT modernization and the cloud environmentCulture change and IT modernizationIT modernization and talent managementUsing IT modernization to improve customer experienceRPA and IT modernizationBusiness transformation and IT modernizationWatch the video and read the full transcript.https://www.cxotalk.com/episode/cio-playbook-it-modernization

As large organizations move to the cloud, what are key infrastructure issues facing Chief Information Officers and information technology organizations? To learn more, we speak with Clay Magouyrk, the Executive Vice President of Engineering for Oracle Cloud Infrastructure.In this conversation, he discusses Oracle Cloud@Customer, the Oracle Autonomous Database, cloud regions, and the Oracle Cloud Platform.Clay Magouyrk is responsible for engineering and technical operations for Oracle’s enterprise-focused infrastructure-as-as-service (IaaS) platform and focuses on service delivery for an expanding product portfolio including compute, storage, networking, edge, and containers. He leads a team of thousands of cloud engineers focused on supporting customers’ most mission-critical workloads via best-of-breed products and solutions.Watch the video and read the full transcript.https://www.cxotalk.com/video/cloud-adoption-infrastructure

What is the state of healthcare innovation in 2020? In the episode, we explore exponential medicine with Daniel Kraft, one of the world's foremost medical innovators.Daniel Kraft is a Stanford and Harvard trained physician-scientist, inventor, entrepreneur, and innovator and is serving as the Chair of the XPRIZE Pandemic Alliance Task Force.Watch the video and read the full transcript.https://www.cxotalk.com/episode/digital-transformation-innovation-healthcare

Phrases like customer experience (CX), experience management, and the experience economy point to the importance of placing customer satisfaction and delight as a reference point for business activities.In light of this growing trend to increasing customer engagement, software giant SAP has partnered with Dow Jones, publisher of the Wall Street Journal, to create the Experience Report.To gain a better understanding of customer experience and why it matters to business, we spoke with SAP’s Chief Marketing Officer, Alicia Tillman, together with the Chief Product and Technology Officer for Dow Jones, Ramin Beheshti.Watch the video and read the full transcript.https://www.cxotalk.com/video/experience-management-customer-experience-sap-wsj

How can corporations conduct themselves ethically and with integrity? And what responsibilities do organizations have toward stakeholders and the larger community? We address these questions and many more on this important episode of CXOTalk, with Rob Chestnut, former Chief Ethics Officer of Airbnb.Watch the video and read the full transcript.https://www.cxotalk.com/episode/corporate-ethics-integrity-social-responsibility

The CEO of ERP provider IFS explains how field service management (FSM) and helps companies meet the increasing expectations of demanding customers with higher revenue and customer satisfaction.Watch the video and read the full transcript.https://www.cxotalk.com/video/field-service-management-servitization

How can business leaders manage long-term objectives while achieving short-term results? The former Chairman and CEO of Honeywell, David M. Cote, explains how to fight the evils of short-termism, overcome business process failures, and be a great leader.David’s book, Winning Now, Winning Later, describes the process and leadership challenges facing Honeywell when he joined the company and the changes he made to fix it. Watch the video and read the full transcript.https://www.cxotalk.com/episode/former-honeywell-ceo-business-strategy-leadership-skills

Digital media and journalism business models are evolving, changing as the news media shifts from broadcast journalism to digital content and new methods of distribution. Andy Serwer, a well-known journalist and Editor in Chief of Yahoo Finance explains.Read the full transcript and watch the video:https://www.cxotalk.com/episode/digital-media-journalism-2020

David Katzman focuses on reimagining how products are developed and deployed in the digital era. His expertise includes determining product market-fit and business strategy, as well as advising leaders on adopting new processes to build innovative products. He currently leads Customer Experience and Strategy for Onshape at PTC.Read the full transcript and watch the video:https://www.cxotalk.com/video/engineering-product-design-future-work