Customer Experience in the Digital Age


Talk a little bit about this. This idea of towards an ai. I operating model. Obviously a lot of people are familiar with it's on the minds and lips of so many different executives and certainly especially technology executives. But why this topic and why ranted around the operating model aspect of his as well. yes sure. so it's been clear for a while. Now that many organizations are at somewhat of an inflection point in the realm of digital transformation with here are our clients talking about this amongst their leadership teams and we hear captains of industry like tom. Siebel another recent guests on the podcast characterizing the last twenty years as an era of mass corporate extinction for those companies that failed acknowledged that the shifting digital landscape he says something like fifty two percent of companies in the fortune. Five hundred have fallen off the list since two thousand So at the center that's inflection. Point in the surrounding discussions are a lot of digital technologies The one that we've found to be most prominent is artificial intelligence undoubtedly a trend. We've been monitoring and witnessing for some time now however Leading up to our Digital symposium in july. We noticed the the conversation around a it was a evolving Specifically it was shifting from promising use cases in functions and business units to grander scale transformations so companies. Were rethinking as you said. The entire operating model in the name of ai redefining the seems the structure of the organization to break down data silos and standing up in a lot of cases entire Auctions dedicated to identify piloting and scaling. Those use cases that were most promising Symposium in july we survey about one hundred global cio hypothesis and found that. Two-thirds had already spun up dedicated teams or entire functions to focus on identification pilot than scaling of a i use cases and for those who more yet to do so sixty sixty percents that it was actually on the roadmap so this trend originally coined as shifting to a i i buy. Google was getting legs and we wanted to capture some characteristics of organizations that are effectively navigating the shift. You're very interesting. Talk a bit about the two executives that you you interviewed palo arbor from ten healthcare. Chris gates from all states a a leader in the in the health. Space a leader in the insurance space. Talk a bit of balance. Why them and why their stories were compelling sure. While starting in the aggregate healthcare and insurance or two of the most data heavy industries and generally where there's data there's opportunities to make products and experiences more intelligent and more automated in the case of gala the cio tenant healthcare there there's an ocean of clinical and claims data available from speaking with her in the past i know they're laser focused on synthesizing that data combining it with voice of the customer analytics to help improve the patient experience and enduring the panel. She shares some really interesting nuances on how to pursue without undermining the importance of the the human side of the patient physician interaction and then just recently under the pressures of covid nineteen. She has truly demonstrated her ability to lead in a crisis and spin up new data driven solutions in near real time to help manage these most unusual circumstances and then chris gates Chief technology officer at allstate is representing a company. That is no stranger to doing innovative things with data in the space of insurance The drive wise program for example that monitors driver dilemma tree data and offers rebates to those that exhibit behaviors on the road or the similar but different mile wise program that provides a pay as you go metered billing model for auto insurance both truly examples of creating new business models on the platform data in a i and outside allstate Chris just a truly dynamic leader that brings insights and experience colored by his leadership posts at other formidable companies such as a i g under armor and various business units general electric

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