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Highlights from Leadership Strategies for Customer Experience

Keynote Panel Customer Experience Summit – April 2017 Part III

by Alex Jarett

Our recent Customer Experience Summit included a popular keynote panel called “Leadership Strategies for Customer Experience.”

The panel was moderated by Grant Smith, Director, Tools and Solutions, Americas, LANSA and included:

* James Marks, Director of Information Technology, Magellan Corporation
* Abdur Sulaiman, Director of IT: Digital Transformation Omnichannel Store Systems Transformation Strategy and Architecture, Crate and Barrel
* Elizabeth Romero, Ph.D., Director, Learning Technology Solutions, University of Illinois at Chicago
* Sonesh Shah, Director of Digital Marketing eCommerce & IoT, Robert Bosch Tool Corp

After reviewing the recording, I’ve identified three key insights from the panel.

continued from Part II

Insight Three: Embrace bimodal at an appropriate scale for your size company to innovate now, and see Shadow IT as an overall good.

Grant: What shortcomings do you see with your current IT model? What would you do to make it better?

Sonesh: We’re at tremendous scale. We’re a $70 billion dollar global organization and therefore we’re (challenged) in terms of how our business model operates. Let me give you some insight to that …Our central IT organization is we basically have to plan ahead of time to use our resources with them…. (This) model works for application management, it works for maybe even creating a data layer…,but as we think about trying to buld innovation from a customer experience standpoint it doesn’t. …

So we’ve created an innovation team within our IT department that works very closely with us.

Together we opened up a IOT startup incubator / working space downtown partnered with 1871 where we have customer experience folks … and business folks working together trying to work with external consultants to see what solutions we can bring to life right now….

I think the issue is that we don’t want IT to be an inhibitor to getting close to the customers … …This whole shadow IT idea is almost a healthy thing because it creates an environment that keeps demanding of IT to grow and change, and I think as long as we approach it with that perspective is going to be sort of able to adapt.

Be sure to watch this presentation: Go here immediately to view.

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