CXOTalk

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

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

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