At DirecTV, the CEO and CIO Are on the Same Wavelength

Michael White, CEO of DirecTV, describes the company's innovation culture and what he expects from his CIO
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Michael White, CEO of DirecTV, describes the company's innovation culture and what he expects from his CIO).

How does IT affect the business of DirecTV?

We process 20 million bills a month, our website receives a half million unique visits a day, and we have 30,000 technicians and call agents in 38 call centers. So any way you look at it, IT is critical to our business as a leading provider of digital television entertainment services. For example, we have an active decisioning engine in our call centers.

When a customer seeks additional service, our agents have the information they need in front of them to make optimal decisions. Handheld devices give our field service technicians more information when they serve customers in their homes. We've invested in a social collaboration platform, and I even blog every now and then.

What promise does IT hold for DirecTV in the next few years?

I can think down the road about having boxes in the customer's home that call us in advance of a problem. We will be able to anticipate a problem and fix it much more quickly.

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