Technovation with Peter High (CIO, CTO, CDO, CXO Interviews‪)‬ Metis Strategy

864: In many cases, companies develop systems with a primary focus on efficiency and begin to address their impacts on the customer late in the process. At BJ’s Wholesale Club, CIO Anjana Harve looks to flip this around with the customer experience in mind at the beginning and end of the process. In this episode of Technovation, Anjana joins Peter in a discussion on improving the digital customer experience at BJ’s Wholesale, optimizing revenue, and boosting efficiency. With extensive experience as a CIO in the healthcare industry, Anjana brings a unique perspective to the retail sector, focusing on customer centricity and the application of technology to serve and improve the member experience at BJ’s. She delves into her strategy for a member-centric architecture that provides a 360-degree view of the customer and fosters hyper-personalization at scale. Finally, Anjana shares her perspective on how companies can uplift and support women in tech, the trends and intersections in technology she keeps her eye on, and the secrets to her continued career success.



Also available on YouTube:



https://www.youtube.com/watch?v=ISE12zJFaGI



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This episode is sponsored by Nile.

863: In the Digital Age, customers rarely distinguish between digital and physical when evaluating the experiences provided by companies. In this episode of Technovation, Tilak Mandadi, Executive Vice President of Ventures and Chief Digital, Data, Analytics, and Technology Officer at CVS Health, joins Peter High in a discussion about how he is driving a consistent and accurate omnichannel experience for customers. Tilak discusses the evolution and current scope of CVS Health, detailing the company’s extensive reach and current integration of physical and digital healthcare services. He reflects on his career journey from MGM Resorts International and Disney to CVS Health and how his prior experiences have informed his view on digital innovation, customer-centricity, and healthcare accessibility. Tilak talks about leading CVS Health Ventures and the organization’s role in fostering innovation and investments in healthcare technology, keeping CVS Health abreast of industry trends, and providing critical assistance to startups through the company’s scale and expertise. Finally, Tilak explains why a one-company mentality is essential for creating better customer experiences, looks ahead at broader technology trends in AI and digital accessibility, and speaks about the personal principles that have guided his career success.



Also available on YouTube:



https://youtu.be/81VoMuFh9uI



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This episode is sponsored by Nile.

862: Tomorrow's banking will be unrecognizable to past generations, driven by rapid technological and digital advances in the financial services industry. In this episode of Technovation, Ather Williams III, the Senior EVP and Head of Strategy, Digital, Innovation & Enterprise Payments at Wells Fargo, returns to the broadcast to discuss the progress being made towards providing a comprehensive digital customer experience and the exciting innovations he is driving which leverage the latest tools in artificial intelligence (AI). Ather shares the recent expansion of his role to include the head of enterprise payments and the organizational rationale behind it. He delves into the strategic focus on delivering seamless digital experiences through new digital platforms highlighting initiatives such as the development of Vantage, the bank's new digital banking platform; the adoption of Fargo, the digital assistant powered by AI; and the deployment of LifeSync, the digital financial advice and planning tool. The conversation also covers Ather’s three major predictions for the future of banking, the company’s strategic approach to digital transformation, and the anticipation of significant generational wealth transfers. Finally, Ather shares insights into his career success, emphasizing the importance of being data-driven, staying customer-focused, and fostering a curious mentality.



Also available on YouTube:



https://youtu.be/Ri49ihWVUCc



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This episode is sponsored by Nile.

861: Kara Swisher has established herself as one of the tech world’s most influential, recognizable, and ‘feared-but-revered’ journalists. In this episode of Technovation, Peter High speaks with Kara about her remarkable career journey and highlights from her recent book “Burn Book”. Kara reflects on the events from her early life that instilled a sense of resilience and toughness and the impacts they had on her career success. She touches on her military ambitions, the early realization of the limitations imposed on her by her sexual orientation, and how that inspired her to instead pursue journalism. Kara then shares her experiences from her decorated career as a tech journalist interviewing tech giants, developing a critical view of Silicon Valley's leadership, and learning the role of technology, media, and government regulation in society. Throughout the conversation, Kara sheds light on the impact of technology on societal progression and the continual need for innovation in media.



Learn more about "Burn Book": https://www.simonandschuster.com/books/Burn-Book/Kara-Swisher/9781982163891



Also available on YouTube:



https://youtu.be/L8XH3X5eDvI



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This episode is sponsored by Nile.

 



860: Artificial intelligence (AI) plays a larger role than ever in every aspect of our lives. From businesses to academia, technology leaders must not only learn how to wield these tools but also how to collaborate with them. In this episode of Technovation, Ethan Mollick, Associate Professor of Management at The Wharton School, discusses insights from his latest book “Co-Intelligence: Living and Working with AI” and focuses the conversation around the dynamic interplay between humans and artificial intelligence. Ethan begins by reflecting on his early entrepreneurship journey during the internet boom and his eventual pivot into academia pioneering educational methods using AI and simulations at Wharton Interactive. He shares his research on the implications of AI on work and creativity, demystifies common myths around entrepreneurship, and provides a glimpse into an AI-driven future of entrepreneurship. Furthermore, Ethan delves into the ‘Four Rules of Co-Intelligence' explained in his book, talks through the variety of roles that AI can play ranging from a co-founder to a tutor, and emphasizes the importance of a proactive and experiential approach to integrating AI into educational and professional environments citing its potential challenges and opportunities.



Learn more about the book “Co-Intelligence”: https://www.penguinrandomhouse.com/books/741805/co-intelligence-by-ethan-mollick/



This interview was recorded in early March 2024.



Also available on YouTube:



https://youtu.be/ewpjPyZExow



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This episode is sponsored by Nile.

859: As the digital landscape continues to evolve rapidly, executives are quick to understand that doing the same thing they did before isn't going to get them where they need to go in the future. In a panel from our February 2024 Metis Strategy Symposium, Sunbelt Rentals CDTO JP Saini and Grainger CTO Jonny LeRoy join Metis Strategy Co-Head of Research, Media, and Executive Networks Steven Norton in a discussion about digital as an enabler of scale and how these executives are evolving their organizations’ business practices through the integration of technology and people to achieve growth and efficiency. JP and Jonny share insights on their companies' journeys toward digital transformation, focusing on scaling operations, enhancing customer experiences, and improving predictive maintenance and service quality. These executives also cover the significance of culture, value alignment, and leadership in driving innovation and operational change. The discussion also covers the role of AI in enhancing productivity and decision-making highlighting the practical applications both JP and Jonny have identified and the challenges they’ve encountered in managing the costs of emerging technology. Finally, both technology leaders conclude with strategies they’ve implemented within their organizations for maintaining a forward-looking mindset and inspiring teams to navigate the dynamic landscape of technology and business.



Also available on YouTube:



https://youtu.be/F4M_KFibouM



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This episode is sponsored by Nile.