This is Digital

What is the 10-second customer journey? Todd Unger, Chief Experience Officer and Senior Vice President of Marketing & Member Experience at the American Medical Association, discusses the importance of breaking down silos to create seamless customer experiences. He offers insights from the AMA's digital reboot and his new book, The 10-Second Customer Journey.In this episode:Universal challenges in the digital landscapeWhat is a Chief Experience Officer anyway?Breaking down silos and overcoming friction for a seamless experienceThe 10-second customer journeyThe role of storytelling in marketingThe American Medical Association's digital rebootCreating a vision for changeAdvice for Chief Experience OfficersHarnessing the power of AI

We're celebrating International Women's Day. Over the past three seasons, we've had phenomenal women on our show who have shared their passion for their work! Listen in as we showcase the best moments from inspiring women I had an opportunity to have a conversation with. In this episode:Tiffani Bova, Global Growth Evangelist at SalesforceBetsy Ziegler, first female CEO of 1871Dana Peterson, Chief Economist at The Conference BoardJanice Fraser, auther of Further, Faster, and with Far less Drama!Helen Yu, founder and CEO of Tigon Advisory and WSJ Best Selling AuthorEkta Chopra, Chief Digital Officer, e.l.f. Beauty

From thought-provoking discussions to inspiring interviews, the Best of Season 3 features the most memorable moments from our diverse range of topics and guests throughout the season. Join us as we revisit the most captivating moments, inspiring conversations, and game-changing insights from the past season.In this episode:Ekta Chopra, Chief Digital Officer of e.l.f. beauty on how they've worked to differentiate themselves as a digitally native brandDon White, CEO and Co-founder of Satisfi Labs on the digital fan experienceTyson Jominy, Vice President, Data & Analytics at J.D. Power on if EV's can be considered digital productsSara Vaezy, EVP, Chief Strategy and Digital Officer with Providence, talks about the latest healthcare digital adoptionNick Mehta, CEO at Gainsight explains how he helps clients make the case for customer successScott Crabill, Managing Partner of Thoma Bravo, on the trends shaping the business landscape todayErik Brown, Sr. Partner of Product Experience & Engineering Lab at West Monroe discusses the new video podcast series, This is AICurtis Dubay, Chief Economist at the U.S. Chamber of Commerce, on his predictions for AI in the workplace

Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Fresh off the Super Bowl's digital showcase, dive into how these technologies are enhancing fan experiences by making sports more accessible and interactive than ever. Don shares his journey from finance to founding Satisfi Labs, emphasizing the role of AI in personalizing fan engagements and the future of digital consumerism in sports.In this episode:The features of Satisfi Lab's two-way chat solutionHow the chat solution is benefitting the sports organizationSpecific examples of how Satisfi Lab is transforming the fan experienceAre fan expectations going too far?Why is this important to revenue strategy?How sports organizations are leveraging the dataHow digital impacts the in-stadium and at-home experiencesWhy the increase in private investment across sports verticals in recent years

Kim Seals and Rick Sabatino of West Monroe unpack the findings of the 'Digital Disconnect' report and discuss the complexities of aligning digital strategies with customer demands and team dynamics. Learn about the critical role of organizational structure and culture in successful digital transformations.Read our report, The Digital Disconnect: Linking Vision to Real-World ExecutionIn this episode:Challenges organizations face when aligning their workforce with digital processesImportance of the full C-suite to own digitalSteps for executives to disperse accountability for digital transformation throughout the organizationHow to get buy-in for digital transformationHow companies can avoid investing heavily in technology and data – but leave the “human part” for laterPros and cons of smaller micro-transformations vs longer-term initiativesExample of clients who have been successful at infusing digital into their company culture

We explore the crucial role of digital in creating connections when customers don't necessarily need your product or service. Our guest, Sara Vaezy, Chief Strategy and Digital Officer at Providence, delves into how a healthcare system thinks about this: How do they connect with and serve patients when they're not sick or in the hospital? Sara shares insights on how healthcare providers can effectively connect with patients during their everyday lives, ensuring a continuous and proactive relationship even when healthcare is not immediately needed.In this episode:Importance of maintaining patient relationshipsKey challenges in maintaining patient engagementTechnology's role in bridging the gap between patients and healthcare providers during non-acute periodsCreating personalized experiences and measuring successFuture of patient engagement

Can generative AI fix your data problems? Is prompt engineering a role or a skill? How is ChatGPT really useful for leaders? Host Rissa Reddan welcomes leaders from West Monroe's AI Lab–and the hosts of West Monroe's podcast miniseries “This Is AI–to answer your burning questions about gen AI heading into 2024. Plus, learn about the technology's limitations and the massive change management crisis looming from its expansion.In this episode:The current generative AI landscapeThe importance of generative AI use cases that are industry relevantHow to get involved with the West Monroe acceleratorFocusing on jobs to be doneUse cases that marketers should be talking aboutYour readiness to engage or benefit from AILimitations of generative AIHire or train your employees on AIHow West Monroe's marketing team is using generative AI

How do you define a strong customer success mindset and what are the benefits? Nick Mehta, CEO of Gainsight and Dhaval Moogimane, Senior Partner and High Tech and Software Industry Leader at West Monroe, discuss how digital businesses prioritize customer success for Net Revenue Retention gains. The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.In this episode:Making the case for customer success within your organizationHelping employees understand the benefits of customer successAssess the sophistication of a customer success functionWhat makes a good client success managerBuilding a durable business that scales with digital customer success

In a year of mixed economic signals, Curtis Dubay, Chief Economist at the U.S. Chamber of Commerce, offers some clarity and what businesses can expect in 2024. We discuss the current and future job market—and AI's role in it. Plus, the impact of deglobalization. In this episode:Are recession fears receding?Reconciling a strong job market with tech industry layoffsWorkforce shortagesWhat will the future workforce look like?Deglobalization's impact on businessesLeveraging AI to fill a workforce shortageHow businesses will manage riskU.S. tax and regulatory environment impact on 2024Causes of current inflationEconomic outlook for 2024 and 2025Don't forget to check out our new video podcast, This is AI:Apple Podcasts: https://podcasts.apple.com/us/podcast/this-is-digital/id1648757398YouTube: https://www.youtube.com/playlist?list=PLsJ11mYrTYBGJrQGWBV-W5lLtlpScia1z

In this episode, host Rissa Reddan discusses the transformative impact of electric vehicles (EVs) with experts Tyson Jominy, Vice President of Data and Analytics at JD Power, and Sam Uyeno from West Monroe's Energy & Utilities practice. The conversation delves into the intricacies of EV adoption, the importance of infrastructure readiness, and the potential of EVs as digital products. The episode underscores the interconnectedness of EVs, the grid, and the broader digital ecosystem, highlighting the need for strategic planning and the value of data in shaping the future of transportation.In this episode:Current state of auto industry, particularly EVs, from an industry perspective and utilities perspectiveKey data trends the industry is leveraging for innovationImportance of analyzing customer dataLeveraging this data for customer-facing strategiesChallenges utilities face in collecting requisite data to support EV adoptionAre EVs digital products?Concerns utilities have in enabling EV commensurate with legislative targetsDigital capacities helping utilities address these concernsFuture of auto industry in terms of digital innovation

In today's economy, it's not easy for companies to balance growth and profitability in their enterprise software. Thoma Bravo Managing Partner Scott Crabill joins This Is Digital to talk about how his firm, one of the largest software investors in the world, evaluates software companies, pulls value creation levers, and simultaneously balances both growth and profitability. In the episode:Criteria Thoma Bravo uses to evaluate software companies for investmentUnique ways Thoma Bravo partners with its portfolio companiesCommon challenges that software companies face as they strive for profitable growthTrends shaping the software landscape

This is Digital host Rissa Reddan announces our new video podcast miniseries, This is AI. Join our West Monroe experts as they show you real use cases for applying AI to your business.Topics will include: Navigating use case landmines, effective ways to implement Gen AI in your business, a deep dive on tools we've built, the impact of generative AI on software development, insights on other large language models, and our perspective on a tool-based approach versus bespoke-built solutions, and why they're both important for organizations to consider in their day-to-day business. Listen on your favorite podcast app or watch us on YouTube where we share our screen to show you how to apply these ideas to your business. Our AI experts include Eric Johnson, director, Product Experience & Engineering Lab; Erik Brown, senior partner, Product Experience & Engineering Lab; and Ryan Elmore, Innovation Fellow and Head Data Scientist at West Monroe.Subscribe on AppleSubscribe on SpotifySubscribe on iHeartWatch Episode 1 on YouTube - Unpacking AI: The Rise & Reach of Generative ModelsWatch Episode 2 on YouTube: AI Dilemma: What Comes First, the Technology or the Use Case?

Chris D'Agostino, Global Field CTO at Databricks, and West Monroe's Data Innovation Fellow Doug Laney join the podcast to unravel the current challenges and focal points for data leaders, discussing data literacy, organizational change, and how the right tech stack can play a crucial role in your success.In this episode:Common challenges business leaders faceWhat is data democratizationExamples of data democratizationEnsuring data is accessible and secureData democratization at different companiesData democratization in different industriesSteps to implement data democratizationPitfalls to avoidDatabricks' role in the data democratization revolutionNEW PODCAST SERIES LAUNCHES SEPTEMBER 30!Are you interested in AI, but not sure how to apply it to your business? You're in luck! Our AI experts at West Monroe are launching a new video podcast called This is AI. It won't be like anything else you've seen or heard. Instead of just talking about AI, our experts will show you real examples of how to apply AI to your business. It will launch September 30 and you can find it wherever you listen to podcasts — and on YouTube.

e.l.f. Beauty started as a digitally native company in 2004, and it continues to break digital barriers as it evolves. Ekta Chopa, chief digital officer at e.l.f. Beauty, joins us to discuss what other brands can learn from the company's digital successes and failures.In this episode:Ekta's professional journey to becoming e.l.f.'s chief digital officerEkta paints a picture of her role as chief digital officerHow to determine hype from what's realWhere's the line between technology and digitalThe evolution of e.l.f. since its inceptionAs a digitally native brand, how does e.l.f. differentiate itself from competitorsHow the brand brings marries the digital and physical worlds of beautyThe role of generative AI in improving customer experienceE.l.f.'s culture of standing with every eye, lip, face, paw and finSocial media's role in customer engagementHow e.l.f. uses data and analyticsWhat digital means to Ekta

How do people interact with generative AI in the workplace? This is just one of the many topics about being digital that we covered in Season 2. Join us as we revisit this season's highlights.In this episode:AI expert Allie K. Miller and economist Dana Peterson talk about how AI is impacting employees and employersPerspectives on how innovators like Amazon are changing customer expectations from Casey Foss of West Monroe, Mark Browning, SVP and CIO at Exelon, and Tracy Saula, SVP, Product & Health Experience at Highmark HealthJanice Fraser, author and innovation leader, and Tim Simmons, chief product officer at Sam's Club, on the product mindsetDana Twomey of West Monroe on the benefits of shifting left

After two seasons of interviewing dynamic business leaders, industry influencers, best-selling authors and economists, we've captured some valuable insights on digital transformation. In this episode, we've compiled interview highlights on leveraging generative AI, “shifting left,” implementing a product mindset and more.In this episode:Mark King, CEO of Taco Bell, and Tracy Saula of Highmark on making the case for going digitalWest Monroe's Courtney Hemphill on implementing a product mindsetEconomist Dr. Robert Wescott and Tiffani Bova of Salesforce on how digital is impacting laborArtificial intelligence expert, Allie K. Miller, predicts future roles that will emerge from AITim Simmons from Sam's Club shares how his company is using AI to increase efficiencyWest Monroe's Sean McHale, Rick Sabatino and Dana Twomey explain why companies need to “shift left”West Monroe's Casey Foss on her favorite advice for companies going forward

In this episode of "This Is Digital," host Rissa Reddan engages in a thought-provoking discussion with guest Casey Foss on "The 5 Trends Shaping the Future of Tech." Our market intelligence team analyzed market data, research, and perspectives so we could bring you invaluable insights to help you navigate the ever-evolving digital landscape. Learn how to separate the enduring fundamentals from passing fads, embrace risk-taking, and strike a balance between seizing present opportunities and planning for the future. Join the conversation to discover actionable advice on how and where to act.In this episode: A rapidly changing innovation landscapeNeed for methodical, end-to-end due diligenceRelationship between tech and customer trustBusiness risks of new workforce needsRise of generative AIFor more information on this topic, download West Monroe's new e-book “Tech Trends to Watch.”

How do you adopt effective leadership strategies in a hustle culture? How do companies make that successful shift from long-term planning to a product growth mindset? Ahead of her Mind the Product panel, author Janice Fraser sits down with guest host Courtney Hemphill to discuss her four leadership motions, the challenge of adopting new practices and how her background in software led her to advising everyone from entrepreneurs, to executives, to the U.S. Navy. In this episode:Previous career learnings from moving into an enterprise after working at a startup and what challenges ariseHow established corporations can apply the lean startup methodology to create new solutionsKey takeaways from Janice's bookPreview of Janice's panel at the upcoming Mind the Product conference

Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon. How do they keep up? Join us as Mark Browning, SVP and Chief Information Officer at Exelon, explains how his company is transforming digitally in order to meet customers where they are.In this episode:Digital expectations in the utility industryAttracting talent to compete on a digital scaleWhat it means to have digital acumen

What sounds like a political movement is actually a technical one. Traditional companies are starting to embrace the idea of “shift left” to increase efficiency and manage risk early. Find out how shifting left can help your organization get ahead of the curve in today's digital world. Join our guest host, Erik Brown, as he dissects this topic with a roundtable of experts from West Monroe.Topics covered include:What does “shift left” mean from the perspectives of risk, operations and technology ?The difference between digitally native and traditional companies when “shifting left”“Shift left” is about ruthless prioritization for the customer“Shift left” unifies teams across organizations within a businessHow highly regulated industries approach “shift left”How to measure the results of “shifting left”For more information on the concept of "shift left", visit https://www.westmonroe.com/perspectives/point-of-view/traditional-companies-develop-software-they-should-shift-left

A recent survey reveals 93% of CEOs are preparing for a recession. When will it happen? And what will this recession look like?Dana Peterson, Chief Economist & Center Leader of Economy, Strategy & Finance at The Conference Board breaks it all down–including how leaders can quickly adapt to turbulent economic conditions, navigate expanding geopolitical forces, and leverage technology like AI to tackle labor challenges.Highlights:01:20 - Thoughts on the economy and what leaders should be thinking about 02:04 - Dana's background02:55 - Defining the Conference Board03:56 - Dana's perspective on employment trends06:13 - How will AI affect the workforce?08:10 - What are CEOs doing to prepare for a recession?10:28 - Is the recession here?13:38 - Recessionary fears; paper mache or iron?16:08 - Paranoia in the Federal Reserve?17:22 - How has Silicon Valley Bank affected business and banking?20:12 - Thoughts on the Silicon Valley spillover effect21:45 - The impact of geopolitical pressures25:54 - Impact on supply chain28:29 - Is the supply chain shifting to digital?30:40 - What does digital mean to you?32:00 - Final thoughts

Sam's Club started as an experiment 40 years ago and has constantly evolved since–finding success through digital transformation and innovation in a traditional retail space. Join us as Tim Simmons, Senior Vice President and Chief Product Officer at Sam's Club, explains how the company adopted the product mindset to revolutionize their customer experience and continue winning in the marketplace.In this episode:How Sam's Club became a leaders in digital retail transformationHow the company shifted to a product mindsetTim's perspective on the blurring of the digital and physicalWhat's next for Sam's Club in 2023

Highmark Health had the goal of building a health ecosystem that worked better for everyone. That meant putting the patient and their clinician at the center of the model. Join us as Tracy Saula, SVP of Product & Health Experience at Highmark, and Matt Johnson, Senior Partner in West Monroe's Product Experience and Engineering Lab, explain how the company transformed healthcare in an otherwise traditional and highly regulated industry.Highlights:2:00 - Tracy's background3:12 - How Highmark Health is building a health ecosystem that works better for everyone5:22 - Creating the clear problem statement6:28 - How myHighmark supports their digital transformation9:16 - Pandemic raised our competency in digital10:12 - How higher customer expectations impact product design and experience11:40 - How to overcome an industry full of point solutions and disparate systems15:00 - Making a well-designed solution for both clinician and end user16:59 - The focus on saving time for clinician and end user18:15 - What it takes to get all players involved in something new and potentially risky20:05 - How does a company keep a steadfast mentality21:50 - Supporting organizational change during transformation25:22 - Can any company become a product company?26:30 - What Tracy is looking forward to in 202328:34 - What does digital mean to you?

Workplace 2.0 is about to revolutionize companies. How can they harness younger, tech-savvy talent—their ideas, their energy, and their ability to break through siloes? And what role should artificial intelligence play in the workplace now and in the future? Join us as we discuss these issues with Allie K. Miller, a top AI leader, advisor, and investor. Don't miss these highlights:3:00 - Allie's background4:30 - AI needs people with interpersonal skills too5:55 - 5 things that define culture 2.0 in the workplace10:20 - Stepping into digital whiplash – employees want AI and other digital tools12:00 - AI is changing how we think about time14:00 - Difference between AI and generative AI15:15 - Why you need mentors of all ages19:47 - Questioning the default – what the future workplace will look like21:39 - New roles and job titles that will emerge24:28 - Bias in the tools we use26:30 - Companies are reviewing their risk mitigation strategies28:15 - Getting everyone's perspective on a project30:19 - The importance of executive coaching31:45 - How to recruit the best tech talent33:28 - How to recruit for a job title never seen before34:55 - How Allie advises clients on change and AI-ifying their company37:00 - Defining the business problem39:00 - AI accelerating productivity – what will happen to those empty hours?41:25 - How to ensure psychological safety in the workplace43:30 - When to be digital

In this special episode, we've compiled some of our favorite moments from Season 1. Our host, Rissa Reddan, shares her takeaways from the 14 episodes and previews what's in store for Season 2 of This is Digital.

What does it mean to enable innovation, whether your company is a start-up, a fast growing company or a mature corporate? In this episode, Betsy Zeigler, CEO of the nonprofit innovation hub 1871, discusses how her organization works to unlock and accelerate innovation at organizations of all stages.Learn more about our podcast, This is Digital.Highlights of this episode:2:29 - About the 1871 innovation hub3:08 - What services does it provide4:30 - Enable and unlock innovation4:50 - Is the word “innovation” overused?6:00 - How are organizations embracing digital7:17 - How do you think about the intersection of digital and innovation8:49 - What are your startups and corporates looking to learn from each other11:21 - Companies that have figured out how to balanced execution with exploration15:00 - How to create a safe place for people to try new things18:35 - How do you help companies articulate the problem they need to solve22:06 - Who owns innovation in an organization24:20 - What are you seeing that you're really excited about right now26:41 - What's next for you and 187129:00 - What does digital mean to you

How does a traditional media giant like iHeartMedia leverage the metaverse to make meaningful connections with its audience? We talk to Brian Kaminsky, Chief Data Officer and President of Revenue Strategies for iHeartMedia, about how its new virtual entertainment venue, iHeartLand, provides an immersive, always-on community for families, gamers, entertainers and advertisers.Episode Highlights:1:07 - Background on the need for Brian's role at iHeartMedia2:50 - More about Brian's professional background in news and digital4:54 - What is iHeartMedia's iHeartLand?9:26 - How do you assess the connections you're creating in iHeartLand?12:09 - iHeartLand is a permanent location and what that means13:40 - What were you surprised by when iHeart launched iHeartLand?14:52 - What can other companies learn from your experience with iHeartLand?16:42 - Brian's perspective on metaverse skeptics19:23 - Did science fiction and Dungeon and Dragons birth the metaverse?20:05 - Why iHeartLand was a natural progression for the brand21:51 - How you use data in terms of monetization and advertising27:28 - What does “being digital” mean to you?

In today's rapidly changing environment, it's critical for organizations to be adaptable–identifying the best place of opportunity, making incremental changes, testing, and prioritizing the customer's needs above all. Join us as Courtney Hemphill–Product, Engineering, and Design Partner at West Monroe–discusses implementing a product mindset and the value it provides.Episode Hightlights:1:22 - What brought Courtney from Silicon Valley to West Monroe4:25 - What type of client challenges are you solving for in 2023?6:22 - What is the difference between project and product mindset?10:48 - The place of best opportunity - how do you know when you're there?13:10 - How do you think about collaboration?17:44 - Examples of product mindset23:40 - How do you recognize a high performing product mindset?30:00 - Common mistakes companies make when going from project to product mindset33:10 - What does being digital mean to you?

Learn how to squeeze the most out of your data assets during our interview with Doug Laney, Innovation Fellow at West Monroe and author of the best-selling books, Infonomics & Data Juice. He'll also share the advantages of monetizing your data and how to get started now.Highlights:2:00 - Doug's background4:10 - His role as innovation fellow at West Monroe5:10 - What does digital mean to you?7:00 - About Doug's books, Infonomics and Data Juice10:30 - Get ideas from adjacent industries11:30 - Learnings from other companies13:10 - Substituting data for inventory14:37 - Commonalities in stories15:30 - How do you think about data monetization?18:40 - The benefits of data monetization programs22:00 - Data as an asset23:20 - How do you assess a client's data acumen?23:58 - Companies that get data monetization right25:20 - Private equity target for data monetization26:40 - Multiplier effect around making data more valuable28:34 - How have the ideas in his books impact businesses

According to best-selling author Helen Yu, there are five disconnects that inhibit a company's growth potential. In this episode, she talks with us about how to overcome these disconnects and the importance of a business sherpa who can guide you along the way.Highlights:1:30 - Helen's journey to success3:10 - The wisdom of her grandmother4:05 - What Fortune 500 companies and startups have in common5:00 - What it means to be digital5:55 - Conquering the 5 disconnects to accelerate growth8:10 - Can startups be too nimble and take on too much?10:40 - How growth thrives at the intersection of tech and humanity12:36 - How do you coach businesses on digital strategy?14:30 - Articulating the problem to solve is critical in businessContacts for Helen Yu:LinkedIn: https://www.linkedin.com/in/tigonhyu/Website: tigonadvisory.com/Twitter: YuHelenYu

As society becomes more tech-enabled, modern medicine is evolving–digital solutions are helping to change the definition of patient care and increase access to treatments. On this episode of This is Digital, Kevin Gordon, Chief Data Officer at Ori Biotech, joins us to share how digital is changing the field of cell and gene therapy–and how it can help solve some of healthcare's biggest challenges.Highlights:1:14 - Kevin's background in life sciences2:19 - Evolution of cell and gene therapy as inspiration2:50 - What is gene therapy?4:00 - Curative is different from treatment4:40 - When will we see the end of cancer?5:56 - The miraculous story of Emily Whitehead7:34 - Paper being the enemy of scale in life sciences8:35 - What level of digital is right for your business?10:25 - Real world examples11:40 - Opportunity for greater patient access?14:22 - Where will life sciences and Ori Biotech be in 3-5 years16:38 - What does digital mean to you?

Executives are under increasing pressure to improve financial results–despite the macroeconomic headwinds they face. What can leaders do to garner quick wins? Join us as our panel of experts discuss proven cost-reduction and growth strategies that will make an immediate impact in your organization. Don't miss this special episode featuring West Monroe's Marc Tanowitz, Beth Montag-Schmaltz and Brian Reavell.Episode highlights:1:14 - Guest introductions3:10 - Where are the opportunities to reduce costs4:29 - Why quick wins are so important and what that really means5:30 - Third-party service providers are strategic partners; renegotiating their agreement7:27 - Where clients are surprised to find savings8:40 - How cost cutting impacts morale and service10:05 - What does it mean to lead with empathy11:30 - How to do communication right12:34 - Empathy goes a long way with your team13:00 - Who in the organization takes the lead with cost optimization15:53 - How to prepare for difficult conversations with your team17:50 - Sales force effectiveness19:55 - How long does it take to see results from a sales transformation 22:50 - Obstacles to achieving fast results23:40 - Growing your way out of a downturn - is it the best way?25:15 - Advice for companies facing uncertainty26:14 - Growth fatigue and what we should apply from our pandemic learnings27:26 - What does digital mean to you?

Happy customers are the lifeblood of an organization–but understanding what they need takes a daily commitment. In this episode, Salesforce Growth Evangelist Tiffani Bova and West Monroe Managing Director Pablo Alejo share how companies can become obsessed with their customers' needs, how to connect employee experience to growth, and examples of four companies who are getting it right.Don't miss these highlights:1:00 - Introductions1:56 - Tiffani Bova's background2:53 - Most common questions from companies who want to improve their customer engagement4:17 - Who owns the customer experience6:00 - Happy employees lead to happy customers8:08 - Why aren't companies getting it right?9:46 - Importance of employee recognition and how it plays into customer satisfaction11:53 - Tiffani's inspiration for her book “Growth IQ”13:35 - Pablo Alejo joins conversation14:33 - Importance of customer centricity and what does it really mean?17:30 - Examples of companies are that getting customer centricity right22:32 - Step one in determining if and how to improve your company's customer experience24:07 - What to do if your customers don't know what they want26:38 - It starts with the customer28:31 - Jobs to be done doesn't change; it's the solution that changes31:14 - How do you know when the timing is right for a new solution32:45 - What does digital mean to Tiffani and Pablo

Execs from Health Alliance Plan of Michigan open up about their digital transformation. Listen to Mike Treash, COO, and Patrick Stevenson, head of data & analytics, talk about the health plan's pursuit of The Golden Record—a source of truth for all data related to their members. How did HAP design its vision of The Golden Record, and what happened next? They offer a behind-the-scenes look at what it really means to ‘get your house in order' to achieve such a vision, from redesigning teams to changing delivery models.2:05 - About HAP3:10 - What is Member 360?3:50 - Why does HAP call its customers “members”?4:26 - Why did HAP pursue the idea of The Golden Record6:19 - Emphasis on using data, harnessed through Member 3608:10 - Insights in nanoseconds - how it shifted HAP's focus on value10:22 - Layering data breeds more member insights11:41 - Does Member 360 position HAP ahead of healthcare industry?14:20 - How HAP is upskilling its workforce15:54 - How Member 360 is leveraged for lower costs, better outcomes, improved patient experience and improved clinician experience18:42 - Using insights from other industries21:22 - Books or articles that influenced architecture22:18 - Will the Member 360 initiative ever be complete?

The economy. What does it have to do with digital investments? Just before the 2022 midterm elections, we talk to renowned economist Rob Wescott about his predictions on the future of globalization, the winners and losers with decisions around climate change, and the labor markets in 2023.Jump ahead to these highlights:2:10 - About Rob Wescott4:12 - What digital means to Rob5:06 - The unique challenges that digital presents5:24 - What role government should play with digital6:09 - How do we manage implications of new technologies7:16 - Digital evolution of healthcare and retail industries9:56 - Digital evolution of professional services11:00 - What should be top of mind for business leaders in 202312:16 - Rob's prediction for the labor market in 202316:30 - How can companies insulate themselves from economic volatility next year18:02 - How companies can implement essentialism during a downturn18:54 - Rob's perspective on global economy and impact on U.S. companies22:37 - Supply chain management trends24:28 - Bright spots in 2023 economy26:00 - Energy industry insights29:47 – Economic modeling31:30 - Why 2023 could be stressful for companiesFind Rob Westcott at https://keybridgedc.com

Being a digital company means being comfortable with taking risks. No one knows how to do that better than Arlan Hamilton, who went from being homeless to becoming a top VC investor. Host Rissa Reddan talks to Arlan about how companies can rewrite the rules of risk-taking and how to avoid underestimating big opportunities.

Join host Rissa Reddan as she interviews John Sviokla, former Harvard professor and author of The Self-made Billionaire Effect: How Extreme Producers Create Massive Value. Sviokla talks about how technology impacts companies, lives, and society – and how companies can continue to transform digitally.

Should you always give the customer what they want? Host Rissa Reddan interviews Taco Bell CEO Mark King about the fine line between creating digital buzz and disappointment – and what digital has done for its bottom line.

Welcome to This Is Digital, a new podcast from West Monroe. The time to digitize your organization is now, and this series will bring you actionable insights and real stories to bring back to your organization. Join host and Chief Marketing Officer Rissa Reddan and Chief Commercial Officer Casey Foss as they discuss what it means to be digital in today's business environment -- and what they're most looking forward to in this first season.