Digital Transformation
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Insurance IT leaders herald new era for digital customer experience
With operating models upended by COVID-19 shutdowns, insurance CIOs pivoted to digital services for agents and policyholders and haven’t looked back since, making digital CX priority No. 1.
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C&S modernizes with wholesale shift to the cloud
The wholesale grocery distributor has partnered with Tata Consultancy Services to accelerate its migration to Google Cloud Platform and reap the benefits of an AI-enabled supply chain.
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Giant Eagle CIO Kirk Ball on what’s fresh in the digital grocery experience
Kirk Ball, EVP and CIO of grocery chain Giant Eagle, sat with CIO Leadership Live host Maryfran Johnson and discussed optimizing a superior customer experience, how digital retail innovations are evolving, the global search for talent, and the benefits of C-suite support.
Movers and Shakers
United Airlines gives employees the digital tools to make customers happy
CIO Jason Birnbaum discusses the chapters of the airline’s customer experience transformation story.
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Delegation: The biggest test for transformational CIOs
Distributing decision-making authority at pace for technical and financial approvals is an essential component of digital transformation, but are CIOs ready to let go?
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TIAA’s Sastry Durvasula on advancing AI horizons
CIO.com’s Maryfran Johnson chats with TIAA chief information and client services officer Sastry Durvasula about how challenges and innovation intersect during the digital transformation journey.
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IT leaders’ top 12 takeaways from 2022
CIOs share insights on the lessons they’ve learned this year about the pace of business transformation, implementing value-oriented IT initiatives, and the benefits of a thriving workplace culture.
Interview
Piramal CTO Saurabh Mittal on financial services innovation
Piramal Capital & Housing Finance is taking a tech-first, cloud-native approach to transforming loan servicing, with an advanced API strategy and newly launched innovation lab.
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Customer experience: 10 tips for a successful CX strategy
Customer experience (CX) has become a top priority for IT leaders, who must embrace a customer-centric mindset, develop cross-functional teams, and define the right KPIs to succeed.
Tip
Why CIOs must think of themselves as products—and hostage negotiators
In order to extend their value and influence in business, CIOs should take unorthodox approaches, according to former CIO and Gartner analyst Irving Tyler.
Movers and Shakers
Cardinal Health CIO Michelle Greene on simplifying transformation
During her first few months on the job, Cardinal Health’s new CIO is breaking down silos, building CoE’s, and simplifying her change agenda at the $181 billion business.
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IT leaders weigh the case for innovation in industry clouds
CIO.com’s Stan Gibson speaks with IDC research manager Nadia Ballard, Boston Dynamics CIO Chad Wright, and Kumar Iyer, business technology senior leader at KeyBank, about industry clouds, why they’re emerging, and how they can help your organization.
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PepsiCo transforms for the digital era
Transformation chief Athina Kanioura is modernizing the multinational with a digital strategy that blends cloud, analytics, automation, and an emphasis on upsklling for the future.
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What Whirlpool’s CIO does to make its digital business models run end to end
During a recent CIO Leadership Live session, Danielle Brown, SVP and CIO of household appliance giant Whirlpool, detailed how collaborative teams and data management are integral to both product leadership and the entire customer journey.
News Analysis
Why CIOs should invest in digital through economic headwinds
According to analysts at Gartner, CIOs should use digital investment through the recession in order to deliver growth, and repeatable financial and environmental benefits.
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8 reasons why digital transformations fail
Lack of vision, leadership support, and long-term commitment are just a few of the ways that digital transformation journeys take wrong turns or fizzle out.
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Examining the digital transformation juggling act at Novanta
Sarah Betadam, CIO of photonics, vision, and precision motion technology supplier Novanta, spoke during a recent CIO Leadership Live session about how she engages with myriad teams, functions and channels to effectively initiate digital transformation.
Opinion
10 future trends for working with business leaders
The IDC FutureScape team has turned its attention to CIOs’ relationship with business leaders to predict 10 winning digital business strategies for the years ahead.
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How Trainline’s CTO stays on track with professional development
One year into life after Google, Trainline CTO Milena Nikolic is building a platform for growth through multi-disciplinary teams, professional development, microservices and infrastructure-as-code.
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What digital business acceleration means for Gulfstream Aerospace’s CIO
Sheryl Bunton, SVP and CIO of business jet aircraft manufacturer Gulfstream Aerospace, spoke during a recent CIO Leadership Live session about digital business acceleration, intentional progression, and IT's agility layer.
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Menora Mivtachim goes digital to speed up pension transfers
The Israeli insurance company has transformed its customer experience for the least IT-literate segment of the population — the elderly. CIO Moshe Morgenstern shares lessons learned for those seeking to serve this growing market.
Opinion
What transformational leaders too often overlook
You can’t innovate without a strong foundation. That’s why it’s vital to think strategically about IT infrastructure — and to get your C-suite colleagues and board members too as well.
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Inside track: Chris Bedi on his evolving CIO role at ServiceNow
Growing from the maintenance of internal infrastructure to a more holistic digital role, it’s been a transformational period for Chris Bedi after stints as CIO for two electronics manufacturers.
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Chipotle’s recipe for digital transformation: Cloud plus AI
CTO Curt Garner fortified the fast-casual chain’s digital aspirations with an all-in push for the cloud, providing a foundation for innovations aimed at improving customer experience and restaurant operations.
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CIOs get strategic in the cloud: 4 success stories
No longer viewed as a tactical, cost-saving technology, the public cloud has become the key differentiator for IT leaders seeking to transform their organizations, develop new revenue streams, and prep for future innovations.
case study
Wonderla Holidays goes digital to enhance business and customer fun
The owner-operator of Wonderla amusement parks expects 5% increment in both annual footfalls and sales per head through an innovative, environmental-friendly digital initiative.
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P&G turns to AI to create digital manufacturing of the future
The consumer goods multinational company, with help from Microsoft, is adopting the industrial internet of things, digital twin, AI, and machine learning to transform manufacturing at scale.
News
70% of legal departments don’t invest in digital transformation: Report
Lack of budget and resistance to change are top barriers to digital transformation in most legal departments across the US, according to new research.
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The business value of NLP: 5 success stories
These five organizations are using natural language processing to better serve their customers, automate repetitive tasks, and streamline operations.
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American Airlines takes flight with analytics transformation
The world’s largest airlines has turned to the cloud, leveraging AI, machine learning, and real-time analytics to minimize disruptions, streamline operations, and improve the travel experience.
CIO Executive Council POV
Oshkosh puts digital solutions into overdrive
Global CDIO Anupam Khare’s targeted forays into AI and predictive analytics are fueling continued growth and paving new roads to success for the manufacturer of specialty vehicles.
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Digital twins: 5 success stories
These five companies are using digital twins to monitor operations, plan predictive maintenance, improve customer service, and optimize their supply chains.
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8 ways CIOs and CHROs can collaborate for business impact
With technology, talent, and workplace culture key ingredients for business success, a strong partnership between IT and HR leaders may be the most critical in today’s C-suite.
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Owens Corning leverages low code to make asphalt safer
The manufacturer has put low-code development to work, melding sensor data and analytics to provide real-time visibility into asphalt processing tanks, enhancing safety and improving compliance.
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Hydro-Québec’s radical but careful digital transformation could be a model for utilities everywhere
AI, analytics, and cybersecurity are at the heart of the continual transformation of Canada’s largest electric utility, says Hydro Québec’s vice-president of Information and Communications Technologies.
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Carrier IT tackles big challenges with microtransformations
The HVAC manufacturer is taking a bottom-up approach to digital transformation, launching a series of process automation efforts that cannot wait for company-wide change.
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Aflac virtualizes the customer enrollment experience
When the pandemic put its independent agents and franchises at grave business risk, Aflac IT set about augmenting their work with digital capabilities that make them ‘bionic,’ tech chief Richard Gilbert says.
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CIO 100 US: 10 award-winning manufacturing IT projects
Manufacturers are bridging the IT/OT divide with digital transformations that provide predictive maintenance, improved customer experiences, data-driven decision-making, and smarter supply chain operations.
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Customer-centric CIOs move beyond the SLA
Experience level agreements (XLAs) are gaining traction as key performance metrics for IT orgs delivering solutions to customers and employees alike. Here’s how to evolve your SLA strategy.
Managing Innovation & Disruptive Technology
Digital twins are primed to revolutionize the infrastructure industry
How innovation, efficiency and intelligence across the infrastructure ecosystem is finding a kindred spirit in digital twins.
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Thermo Fisher transforms its customer experience
The scientific equipment and services provider is automating and digitizing sales and customer service workflows to expedite sales and better serve its customers.
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7 traits of digital-savvy CIOs
Just as employees are upskilling in the latest tech, so too should CIOs, whose ongoing digital skills acquisition can greatly impact their organizations and their careers.
News
Lack of IT alignment hampers migration to SAP S/4HANA, report says
Approximately 66% of respondents say that the biggest hurdle to complete SAP S/4HANA migration is aligning business, project, and IT teams.
Movers and Shakers
Q&A: Empowering agile beyond IT at Fannie Mae
CIO Ramon Richards and his team have matured the mortgage financer’s agile processes and CI/CD practices — extending the agile approach across the organization at large.
CIO Tech Talk Voices
Tips for CIOs in the digital age
Here are the 4 steps to altering your approach as a CIO for healthcare digital transformation.
CIO Tech Talk Voices
The great divide: Separating operations and innovation
An organizational change that could make or break your digital transformation
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Wolverine hits pause for cloud success
The boot and shoe manufacturer’s COVID-delayed hybrid-cloud transformation has leapt forward of late, thanks to newly available tools and services — and a culture now primed to make the most of new tech.
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How Cairn Oil & Gas is using IT to overcome one business challenge after another
CIO Sandeep Gupta’s innovative use of technology has enabled the company to cut costs, reduce time to first oil, and manage decline in production.
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Digital twin helps NTT Indycar deliver better race experience to fans
Digital twin, AI, and predictive analytics help put fans behind the wheel of race cars in the NTT Indycar Series, including the iconic Indianapolis 500.
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Digital transformation never stops at IBM’s semiconductor plant in Québec
Exploiting extreme automation, secure operations, and a local talent pool, the computer giant’s largest semiconductor plant’s IT management evolves continuously as it develops new tech.
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JLL source-to-pay transformation proves value of automation
Born of the pandemic, the commercial real-estate company’s global source-to-pay automation system overcame localization and change management challenges to become a blueprint for a new strategic imperative.
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4 exciting Dutch healthcare technology companies to watch
These Dutch tech companies are using virtual reality, AI, high-tech sensors, and cloud solutions to rethink healthcare in the Netherlands.
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Kimberly-Clark’s business-first approach to digital transformation
Global CIO Manoj Kumbhat is overhauling IT to facilitate a business transformation aimed at bringing the personal-care corporation closer to its customers.
CIO Tech Talk Voices
How to enable cultural change through cloud adoption
Adopting hyperscale cloud can position your organization to react faster to the next “new normal.”
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12 tips for achieving IT agility in the digital era
The pandemic has proved IT agility is an existential imperative. IT leaders versed with agile transformation share tips for speeding up IT’s ability to create business value and navigate change.
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The 10 biggest issues IT faces today
Economic, market, and worldwide turbulence continue to reshape the CIO agenda as priorities shift mid-year.
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Mattel innovation becomes toy maker’s e-commerce core
A startup-like initiative to enrich customer engagement with limited-release collectibles during the pandemic now fuels Mattel’s direct-to-consumer online business, opening new IP-based revenue sources for the company.
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AI in the cloud pays dividends for Liberty Mutual
The insurer’s mature cloud foundation has facilitated extensive use of emerging technologies, in particular machine learning models that help deliver premium service, CIO James McGlennon says.
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Streamlining IT for agility
IT leaders share their experiences and advice for overhauling IT for speed, including cutting down on projects, shifting to product-based delivery, and spurring a cultural transformation.
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IT leaders take on pandemic tech debt
The past two years have seen CIOs accelerating digital initiatives as a matter of business survival. Now, those services are being reassessed for long-term value, as CIOs finally get serious about ensuring technical debt is no longer a drag.
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McDermott data innovations fuel business transformation
The oil rig contractor is shifting to stay ahead of sustainability trends. New products borne of IT innovations around the company’s data operations are helping it get there, CIO Vagesh Dave says.
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National Grid’s energy transformation is fueled by IT
Global CIO Adriana Karaboutis is modernizing the utility’s data stack and digitizing its grid to transform National Grid into an ‘intelligent connected utility’ capable of integrating with a range of energy sources.
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Ciena takes aim at the ‘ticket-less’ call center
The networking services company has turned to Amazon Connect to develop a cloud-based contact center geared for delivering enhanced customer service and reduced costs.
The CIO Whisperers
Veteran CIO Neal Sample: All architecture is wrong
The business executive, technologist, and former champion debater explains why you should go where the data takes you and how to avoid getting too invested in your ideas.
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Reskilling IT for digital success in a tight talent market
IT leaders are upskilling IT staff in sought-after skills to support organizational transformations — and to improve employee retention. Here, CIOs share training strategies and lessons learned.
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United transforms travel experience with Agent on Demand
The airlines’ digital customer service gives travelers access to live agents via the web when flight itineraries go awry, easing uncertainty and stress while driving significant cost savings.
Opinion
What’s next for digital transformation?
Thirty-plus years is a long time to be stuck on something. Is it time we move on?
Feature
Backcountry modernizes for the cloud era
A complete overhaul of its ecommerce stack finds the outdoor recreational retailer poised to offer improved customer experiences and personalization just as it starts a push to open more physical stores.
CIO Tech Talk Voices
The unfulfilled promise of automation: DNA matters
Process automation brings much-needed efficiencies, but enterprise DNA is essential for the long-term strategy, ensuring business resiliency and innovation.
Feature
7 secrets of successful digital transformations
Getting digital right requires more than executive buy-in and financial commitment. It requires a nuanced approach to strategy, implementation, and collaboration.
CIO Tech Talk Voices
CIOs can and should play a pivotal role in ESG strategy
The ability to provide transparent, data-driven insights and measure progress toward objectives makes the CIO critical to the success of any ESG strategy.
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ATD banks on B2B digital transformation
The wholesale tire distributor has overhauled its core integration layer to be 100% cloud-native in preparation to offer slick digital sales channels to B2B buyers tired of traditional call centers.
Interview
Truist CIO Scott Case on adopting a digital transformation mindset
For Case and his team, the pandemic, combined with the company’s merger, forced a focus on serving clients that became the guiding principle of their digital transformation.
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15 most misused buzzwords in IT
The tech industry is rife with overhyped jargon. Here IT leaders discuss buzzy terms all too often misapplied by vendors and colleagues alike.
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Clean Harbors’ CIO: Hybrid approach to the cloud is a win-win
The hazardous waste cleanup giant is deploying AI and RPA in Azure cloud and integrating data with its on-premises Waste Information Network.
Movers and Shakers
At Black & Veatch, a new IT operating model enables digital opportunities
CIO Irvin Bishop says the new model ensures that the company either wins, learns, or fails fast on its digital investments – but never loses.
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SDG&E seeks speed advantage in the cloud
At San Diego Gas & Electric, digital transformation isn’t just a technology refresh but a wholesale change in its business, with speed gains afforded by the cloud being central to its strategy.
Interview
Paul Martin: CIOs don't retire, they go work on boards
The retired CIO and member of four public company boards knows firsthand the value of technology expertise to corporate boards. Here, he shares an insideru2019s view from the other side of the boardroom table.
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Modernizing the mainframe for the digital era
The venerable platform continues to run critical applications while looking toward a future of open source, cloud, containers, AI, and much-needed new talent.
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What is a chief digital officer? A digital strategist and evangelist in chief
A chief digital officer strategically transforms a company’s technological future in a way many CIOs don’t have the bandwidth to do.
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State of the CIO, 2022: Focus turns to IT fundamentals
CIOs are once again walking a tightrope between innovation and operational excellence—this time, buoyed by strong LOB alliances and a lingering pandemic glow.
CIO Tech Talk Voices
3 trends driving transformation decisions in healthcare IT
At the ViVE 2022 health IT conference, CIOs had plenty to talk about as the industry transforms
Movers and Shakers
How CommScope restructured IT for better business partnership
To enable the global high-tech company’s business transformation, CIO Praveen Jonnala and the IT team asked themselves, ‘Who do we want to be?’ The result is a reimagined IT organization with empathy and humility at the core.
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UAB IT helps fuel genomic breakthroughs
The University of Alabama-Birmingham’s digital transformation is compounding what its scientific researchers can achieve. Systems that work in synergy with scientists is key, says CIO Dr. Curtis Carver.
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CIO change agents: Lessons from the front lines of IT transformations
Leading CIOs from the energy, financial, fashion, and fleet management sectors discuss how they changed their IT organizations to pave the way for business transformation.
The CIO Whisperers
Abbott CIO Sabina Ewing on becoming an IT talent magnet
The technology executive explains how to create a differentiated employee experience to drive 21st century business results.
Interview
How Blackwoods handled its CIO’s health crisis in the midst of a digital transformation
CIO Claudio Salinas was diagnosed with blood cancer in the midst of both a major platform transformation effort and the scramble to adapt to the pandemic. Here’s how he and his team stayed on course at the Australian retailer.
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Shell sees AI as fuel for its sustainability goals
The energy giant’s dual-cloud transformation includes a data lake architecture that AI chief Dan Jeavons says is catalyzing business efficiencies and will prove key in cutting carbon emissions over time.
Interview
Rolls-Royce CIDO Stuart Hughes on leaning into IoT
The engine manufacturer is leveraging IoT data to tailor maintenance and overhaul to the individual engine rather than the product family.
Interview
Anadolu Efes CIO drives AI-fuelled data, analytics strategy
Murat Ozkan, chief information and digital officer at Anadolu Efes, the Turkey-based international beverages company, talks about how a data management strategy comprising AI and analytics will sustain further growth.
Interview
JLL CIO Edward Wagoner on leading change
What worked in the past isn’t going to work in the future, says Wagoner. His advice: engage and welcome the different ways of thinking that are so critical for transformation.
Movers and Shakers
3 IT initiatives fueling business transformation at Zebra Technologies
Who says a zebra can’t change its stripes? CIO Deepak Kaul explains how a hub and spoke data model, along with cloud-based ERP and infrastructure, are at the heart of Zebra’s changing business model.
Feature
Disney data clean room helps advertisers leverage audience analysis
Aiming to give advertisers access to a vast quantity of audience data while protecting users’ privacy, Disney Advertising Sales has taken a data clean room approach to data governance.
News Analysis
What is ServiceNow Impact? An app to keep digital transformations on track
ServiceNow is offering to help CIOs get more value from their investment u2014 if theyu2019ll pay just a little more.
Feature
Papa Johns IT turns to Splunk for Super Bowl spike
The pizza delivery and carryout chain has established a real-time monitoring system in the cloud to ensure its pizza-making operations go smoothly, even under high demand.
Feature
Walgreens Boots Alliance gets personal with AI
The pharmacy chain is leveraging its cloud-first digital transformation to better serve its customers, thanks to a data foundation retooled for speedier analytics and the latest machine learning technologies.
Interview
Generac CIO Tim Dickson: Why CIO reporting relationships matter for digital transformation success
The 62-year old Fortune 1000 manufacturing company is transforming into an energy technology solutions provider, with IT at the forefront. CIO Tim Dickson shares his thoughts on how data is creating new business opportunities and how reporting to the CEO elevates IT.
Interview
Reimagining IT at Liberty Mutual
Like many IT leaders, James McGlennon has been on a journey to transform IT to support a new era of business productivity, a move accelerated and shaped by the pandemic.
Feature
US Xpress goes digital for the long haul
Digital transformation positions the freight carrier well in a tight market for truckers, paving the way for improved operations and data-driven decision-making.
Movers and Shakers
A platform model drives digital innovation at Zoetis
As CIDO of the global $6.7B animal health business, Wafaa Mamilli’s job is to find new areas of revenue generation.-
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