THE NEW PLAYBOOK - CIO Tomorrow
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ADVERTISING SUPPLEMENT TO COLUMBUS BUSINESS FIRST • SEPTEMBER 3-9, 2021
THE NEW
PLAYBOOK
SHAPING TODAY’S LEADERSHIP, TALENT,
THE DIGITAL TRANSFORMATION JOURNEY DIGITAL LANDSCAPE TECHNOLOGY AND
Pages 6-10 Page 12 STRATEGY: REAL-
WORLD INSIGHTS
Page 14
CONFERENCE AGENDA
Page 2
PRESENTED BY:
2 Advertising Supplement to Columbus Business First | SEPTEMBER 3-9, 2021
WELCOME LETTER FROM COLUMBUS BUSINESS FIRST
2021 CIO TOMORROW: THE NEW PLAYBOOK –
HOW TO WIN IN THE DIGITAL-FIRST WORLD
G
reetings from Columbus executives, key decision makers Ohio technology ecosystem that
Business First and welcome and emerging IT talent who are is shaping the next generation of
to CIO Tomorrow, our annual ready to meet today’s challenges digital innovation in Central Ohio
event dedicated to developing the head-on. and beyond. An ecosystem that
next generation of digital leaders continues to drive unprecedented
During this historic period in which
in central Ohio. In partnership with growth, innovation, prosperity,
we’re living, businesses have
central Ohio’s fine community investment, and innovation.
turned to their technology teams
of chief information officers, IT
and leaders to help navigate Many thanks this year’s CIO
leaders and digital influencers, CIO
and innovate client engagement, Tomorrow executive committee
Tomorrow is a signature event for
employee productivity and in some chair, Catherine Allshouse, Global
our region that brings together our
cases, entire business strategies. Chief Information Officer & Head
community’s current and next gen
of Operations at Veeva, the CIO
leaders to share their experiences, At this year’s conference, we
Tomorrow planning committee and
engage with one another and examine the future of digital
the broader community of digital
walk away with a nugget or two of
wisdom.
disruption that is occurring right in
front of our eyes.
influencers who helped shape NICK
this year’s event, attendees, and
This is Columbus Business Importantly, this year’s event content. This event is for you all. FORTINE
President and Publisher
First’s seventh year hosting CIO continues to build on our mission
Thanks also to our impressive
Tomorrow and for those who have to reach a broader segment of
lineup of speakers and Innovation
attended previous CIO Tomorrow the technology and business
Expo participants. Your stories,
events, you know that this event communities. It also builds on a
experiences and work are what
spotlights thought-provoking key call to action for CIO Tomorrow:
make this event a special one.
and inspirational speakers, to continue the conversation
Finally, thanks to our sponsors –
presentations and conversations. throughout the year.
we couldn’t do this without your
It also provides the opportunity for Under the leadership of the CIO support. ■
you and your team to connect with Tomorrow planning committee, this
a vibrant cross-section of senior event is designed for the Central
CONFERENCE FOR FULL
AGENDA BREAKOUT
DETAILS
visit CIOTomorrow.com/agenda
BREAKFAST + NETWORKING............................................................................7:30 - 8:30AM on your mobile phone.
WELCOME + OPENING REMARKS .........................................................8:30 - 8:45AM
KEYNOTE .........................................................................................................................................................8:45 - 9:30AM
+ MARK CURTIS, Global Head of Innovation + Thought Leadership, Accenture Interactive
INNOVATION LIVE! KICKOFF .....................................................................9:30 - 10:00AM
+ MARK KVAMME, Co-Founder + Partner, Drive Capital
BREAK + ROOM TRANSITION ....................................................................10:00 - 10:15AM
THE NEW BREAKOUT SESSION ONE .....................................................................................10:15 - 11:00AM
PLAYBOOK BREAK + ROOM TRANSITION ........................................................................11:00 - 11:15AM
INNOVATION LIVE! ...............................................................................................................11:15 - 11:45AM
KEYNOTE ..................................................................................................................................................... 11:45 - 12:30PM
+ ALEX TIMM, CEO + Cofounder, Root
LUNCH .....................................................................................................................................................................12:30 - 1:30PM
BREAKOUT SESSION TWO ..........................................................................................1:30 - 2:15PM
BREAK + ROOM TRANSITION ..............................................................................2:15 - 2:30PM
BREAKOUT SESSION THREE ...................................................................................2:30 - 3:15PM
BREAK + ROOM TRANSITION .............................................................................3:15 - 3:30PM
STUDENT SCHOLARSHIPS ......................................................................................3:30 - 3:45PM
KEYNOTE .........................................................................................................................................................3:45 - 4:30PM
+ GARY SORRENTINO, Global Deputy CIO, Zoom Video Communications
FOR THE CLOSING ...........................................................................................................................................................4:30 - 5:00PM
OPTIMAL NETWORKING RECEPTION.................................................................................... 5:00 - 6:00PM
DIGITAL
EXPERIENCE
LEADERSHIP REGENCY TECHNOLOGY
Download the CIO
Tomorrow Attendify app. BREAKOUTS + BALLROOM BREAKOUTS + JR.FRANKLIN
BALLROOM
STRATEGY
BREAKOUTS + JR.DELAWARE
BALLROOM
THE NEW PLAYBOOK Advertising Supplement to Columbus Business First | SEPTEMBER 3-9, 2021 3
WELCOME LETTER FROM THE CIO TOMORROW EXECUTIVE COMMITTEE CHAIR
THINKING BIG +
EXPANDING STRATEGIES
C
IO Tomorrow 2021 is a conference about technology and the profound
impact it has on company strategies and on our daily lives. Daniel
Kahneman’s “Thinking Fast and Slow,” a favorite book at Veeva,
advocates investing the time to use “Systems 2 thinking” – the focused,
methodical and analytical type of thinking – to periodically examine the
broader context of our work and our lives. This year’s conference is a space
where attendees can step away from the details of the day to day and take
the time to focus on broad topics and bigger pictures.
The adjacent possible is fraught with potential in technology. We can learn
from industries very dissimilar from our own. We can learn from leaders
that are both junior and senior to our own positions. We can learn from
companies ten times our size, and from fast and agile startups.
The sparks of insight that come from such learnings is exactly what the
planning team has worked to instill in CIO Tomorrow 2021. This conference CATHERINE
provides both technology leaders and up-and-comers the chance to listen
and learn from others.
ALLSHOUSE
CIO Tomorrow Executive Committee Chair
This Tuesday, technology leaders took advantage of the unique opportunity & Global CIO & Head of Operations
to seek out new and different ideas at the conference. Examples of thinking
big, planning big and expanding strategies were plentiful. Attendees are well
equipped to build their digital playbook! ■
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4 Advertising Supplement to Columbus Business First | SEPTEMBER 3-9, 2021
FROM THE PRESENTING SPONSOR
TECHNOLOGY OPPORTUNITIES ARE
ABUNDANT FOR GROWTH AND INNOVATION
C
hange is the only constant and customer experience. And CIOs can help ease uncertainty are abundant for growth and
upon which we can rely, there are also opportunities by moving forward in three ways, innovation. We need investments
and the pace of change has in cloud computing, artificial according to Curtis – contribution: from companies, universities, and
only accelerated in the wake of the intelligence and rapidly emerging providing opportunities for people the public sector to upskill and reskill
pandemic. Whether it be changing technologies. It’s a different to invest their time, money, and workers with relevant technology
customer expectations, building world - a world more enabled by effort into a purpose greater than skills. I see this as Columbus’
modern technologies, or new ways technology. Yet, technology has themselves; belonging: bringing greatest opportunity – to continue
of working, embracing change is also accelerated one of the biggest people together around a common the work to build a more diverse,
our challenge. It is our hope that you human challenges – personal cause and recognition: taking the knowledgeable, and thriving
leave the conference inspired and relevance is in decline. You’ll hear opportunity to acknowledge and technology workforce.
equipped to do just that – embrace from Accenture’s Mark Curtis as reward an individual for having a
Accenture is proud to be the
change. CIO Tomorrow is here to he acknowledges we are facing a positive impact.
presenting sponsor for CIO
help you. This event provides a triple uncertainty: epidemiological,
We all see that Columbus is Tomorrow. We believe in our
signature technology forum where economic, and human. He will
growing tremendously as a technology community. We want to
we can discuss ideas, share best share six themes for the future and
technology community. We are be an integral part in bringing our
practices and look ahead with an emerging theme of resilience.
often referenced as the best city in technology community together.
optimism. Presentations from today’s keynote
America for tech workers. Look at Accenture’s mission is “To deliver
speakers and breakout sessions will
Fortunately, the foundation in the growing number of impressive on the promise of technology and
arm you with the knowledge and
Central Ohio is built to make companies who have recently human ingenuity”. Like you, we are
inspiration to move forward.
both employers and employees started or expanded their presence passionate about bringing people
winners. We have the playbook. We know chief information officers here. New innovation hubs, and technology together for the
We are a vibrant tech community, play an important role. We must futuristic data centers, technology betterment of our clients, our people,
we are agile, and we adapt and design and build for diversity. apprenticeship programs and and our community.
continuously learn. Collaboration We must engage customers smart city initiatives are just a few
Let there be change! ■
and innovation have always been and employees and use data examples you see evolving right
integral to our community’s success. meaningfully. We must support here.
customers and employees to
For companies, there will be new and Although there are daunting
progress toward long-term goals.
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6 Advertising Supplement to Columbus Business First | SEPTEMBER 3-9, 2021
THE DIGITAL
TRANSFORMATION
JOURNEY
Innovative companies, universities and organizations
are thinking big these days when it comes to their
technology pursuits. The cloud, mobile apps and
virtual reality technology are allowing them to reach
customers, students and citizens in new and more
convenient ways. That was true before 2020, but the
pandemic has accelerated the adoption of digital tools
to connect with people more easily.
As part of the recent CIO Tomorrow event, Columbus
Business First talked with leaders at Nationwide A CO N V ERSA T IO N W IT H
Insurance, Ohio State University and the governor’s
office to learn about their digital transformation
journeys. At the heart of their stories is the power of JON HUSTED
technology and how it is improving user experiences,
enriching lives and empowering human connections. LIEUTENANT GOVERNOR OF OHIO
How has the pandemic impacted the digital transformation journey?
What does “digital
Covid really put a lot of pressure on our society to adapt to using technology very quickly. For example, we
transformation” mean to
went in a matter of days from a mobile, in-person society to a locked down, immobile society where we were
the governor’s office?
all working from our homes, seeking health care from our homes, being educated from our homes, and it put a
The governor and I created spotlight on the haves and have-nots. You needed to have access to digital devices and high-speed internet
InnovateOhio to use technology technology to do telehealth visits with your doctor or Zoom calls for work or to attend online classes. People who
to improve the way we serve had gone through that digital transformation in their lives were prepared for it but there were many people who
our customers, the taxpayers had not and they weren’t prepared.
of Ohio. It’s using technology to
Gov. DeWine and I knew this and we were pushing from even before the time we were elected to expand high-
improve government services.
speed internet to everyone in the state who didn’t have it, both urban and rural areas. The fact is, nearly 1 million
At the same time, we want to
people in Ohio didn’t have access to affordable high-speed internet and Covid exacerbated that digital divide.
make Ohio the most innovative,
That helped push the private and public sectors to begin to seek new ways of expanding access to both devices
entrepreneurial state in the Midwest.
and high-speed internet.
The economy is going through a
digital transformation. People’s
lives are going through a digital That led to passage of House Bill 2, which created a framework for broadband expansion and also for the $250
transformation and in government million we got in the budget from the legislature to create the Ohio Residential Broadband Expansion Grant
services – especially education Program to fund it. Now that there’s a recognition, implementing infrastructure across the state is our next task.
– it’s necessary for us to take
these services through that same
transformation. That’s incredibly
important. That means that things
What are some examples of how digital platforms are allowing the governor’s office
that used to be done in person now
to meet Ohioans where they are, more easily?
need to be mobile. The old paper We have taken every agency from a siloed, server-based system and put them all in the cloud on the same
way of doing things now needs digital platform under InnovateOhio. They are able to better share information and implement programs
to be digital. Government hasn’t across the enterprise of state government. One of the things that allowed us to do is reform the OhioMeansJobs
been used to adapting to the system, which will help people better match their career aspirations, their skills and job training options.
speed of technology but through
Another space we worked on is BMV.Ohio.gov. We gave everyone who uses the site an individual ID so they can
InnovateOhio we’ve tried to give it a
get all of their digital driving application records on one site. Instead of having to go to a bunch of different
boost and to make it change at the
places, a user’s “myBMV” profile allows him or her to see the status of a license organ donation and a driving
pace that the world is changing.
record on one page instead of having to look on a bunch of different pages for that information before. Once
Obviously, that means technology we did that, the number of people updating their organ donation profile went up four-fold. When you take the
platforms have to change, our friction out of the process and make it easier to see information, they’re more likely to do something with it.
workforce has to change and it
From a customer service point of view at the BMV, customers can now “Get In Line, Online” and check in digitally
means we have to help people
without having to go inside the building.
see the potential of how they
can make their jobs easier, more And DataOhio is using the InnovateOhio platform to take reams of files and data that has been hard for people
fulfilling and more rewarding for to access and putting it all in one location. For example, if you’re an outdoorsman you can now find out which
their customers by going through lakes, rivers and streams have been stocked with fish over the past 50 years and what kind of fish might be
that transformation. You’ve got to available. It’s helpful information that people never would have known before.
inspire people to want to change in
With all of these initiatives, the goal is to make the whole customer service journey across every platform a more
government.
user-friendly experience. ■
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8 Advertising Supplement to Columbus Business First | SEPTEMBER 3-9, 2021
THE DIGITAL TRANSFORMATION JOURNEY
What does “digital continually focus on data, analytics
transformation” mean to and digital experiences. We’ve
Nationwide Insurance? discovered there are additional
digital opportunities out there, such
W
hile many large
as connecting via video and chat
companies are still
technology.
in the early stages of
their transformation • Tech-enabled, people connected:
journeys, Nationwide has both are important. This approach
worked for the past decade to helped us excel through the
simultaneously modernize its pandemic.
core systems. Now the company
• We’ve implemented tens of
is reaping major rewards from
billions of dollars of spend on tech
its modernization efforts, with
over recent years, and it’s why we
new systems taking advantage
were so well positioned to quickly
of emerging technology trends
pivot to a work-from-home model
powering a digital transformation.
when the pandemic struck.
Here is a glance at the results to
• And, candidly, there were
date:
probably some things that we
• Personal lines: Nationwide is were a little leery about trying
focused on making it easier and A CO N V ERSA T IO N W IT H that the pandemic caused us to
KIRT WALKER
faster to work with an agent, do. Can you ever imagine that we
reducing customer wait time for would have flipped the switch and
approval from 40-plus days to said, “Hey, in five days we want
4.5 hours on average. Through
Nationwide Express, SmartMiles, a
CEO, NATIONWIDE everybody to work from home?”
We knew it was the right thing to do
modernized mobile app experience and it happened very quickly. So,
and expanded self-service tools, there are a lot of great learnings
customers are experiencing the about making quick decisions and
company’s digital transformation utilizing technology and we can’t let
three in small, medium and large from the customer perspective and
first-hand. go of those great learnings.
plan categories. Highlights include implementing improved solutions.
• Commercial lines: The an all-new website experience For example, from a personal lines What are some examples of
transformation efforts have led with added security features and perspective, we’re focusing on how digital platforms are allowing
to more than $464 million in flexibility that delivers tangible offering tech-enabled products. Nationwide to meet customers
investment from commercial benefits for associates and Our telematics program features where they are, more easily?
customers, with over 5,600 test customers alike. improved digital self-service
• As the world rebounds, we have
cases completed and more options that offer customers a
• Claims: The new customer- to rebound with it. As a business,
than 8,400 agencies impacted. quick and easy way to add or
focused functionality allows the we have to stay efficient and
Commercial Digital Direct has change a vehicle on their policies,
company to roll out new claims- productive and stay on top of our
also expanded access to online as well as an enhanced billing
handling efforts when customers game.
commercial insurance to 30 types experience and touchless claims
need them most, like during natural
of small businesses. solutions. Nationwide is at the • Consumer adoption of
disaster catastrophe events.
forefront of this technology and we e-commerce has accelerated in
• Life insurance: Nationwide’s Enabling all areas of the business
have over 6 billion miles of driver the wake of Covid-19. One of the
Intelligent Underwriting has moved to operate on a common platform
data at our fingertips. ways we are positioned to respond
the customer experience from has also significantly improved
is through offering agents white-
months to minutes. Additionally, speed to market and reduced costs Also, during the past year, we
label (application programming
new online tools help customers by nearly 82%. introduced:
interface) technology so they can
track their application status,
How is data transforming • Work-at-home insurance; create their own digital experience
record a health assessment online
the insurance industry and for customers. We accelerated this
and pay their bills from their • Nationwide Express system that
how is Nationwide utilizing work, and agents are lining up to
phones. enables agents and their online
data to improve the customer leverage this via our Nationwide
customers to receive a quote and
• Investments: Nationwide is experience? Express platform.
policy in less than two minutes;
testing 360-degree virtual reality
• Nationwide has seen consumer • Consumers’ desire for more control
technology to engage advisors • Annuities embedded in retirement
behaviors and habits change over monthly costs will lead to
and clients on Environmental, plans;
as a result of the pandemic. We usage-based insurance solutions
Social and Governance funds — a
all understand that the world is • Surpassed 1 million pet members. becoming more popular. Nationwide
demand that is growing as more
changing fast, digital interactions (Nationwide is No. 1 pet insurer in is positioned to offer households
investors want their investments to
and automation are increasing U.S.; Lassie was our first customer.) auto insurance products that
reflect their values.
and communities like Columbus maximize their premium savings
How has the pandemic
• Retirement: Nationwide’s need to stay at the forefront of based on miles driven and safe
impacted the digital
investment in technology led to innovation and technology. driving behaviors. Some carriers
transformation journey?
increased J.D. Power scores across offer one or the other. We offer it all
• Using customer data, we want
the board this year and helped • The world is changing. People and are able to help agents tailor
to identify top-priority customer
make the company the only are expecting and experiencing solutions for households looking to
journeys, mapping the journeys
provider that’s ranked in the top more of a digital world. We need to stretch their budgets. ■
10 Advertising Supplement to Columbus Business First | SEPTEMBER 3-9, 2021
THE DIGITAL TRANSFORMATION JOURNEY
What does “digital How has technology impacted
transformation” mean to The Ohio OSU’s overall student experience
State University? and ability to execute during the
pandemic?
P
resident Kristina Johnson
remarked in her State of the Ohio State is primarily a residential
University address that “Ohio university whose offerings and
State can be the greatest supporting services are designed
land-grant university of the 21st for in-person delivery on campus.
century by fiercely committing Covid-19 showed us we could
to four kinds of excellence: in move many things to a digital
academics; research and creative delivery format, which opens new
expression; entrepreneurship possibilities as we embark on the
and partnership; and service to 2021-22 academic year. We don’t
Ohio, the United States and the see this year as the beginning of
world.” Digital transformation “new normal.” Instead, we see it as
at Ohio State is about how we a chance to take what we learned
leverage technology to foster and was possible under Covid-19, such
accelerate those four kinds of as remote advising and telehealth
excellence. at scale, and explore what kind of
A CO N V ERSA T IO N W IT H hybrid approach would deliver the
Some examples from our digital
transformation journey include:
• The Digital Flagship program,
DIANE best student, employee and patient
experience.
DAGEFOERDE
The pandemic also showed us the
which helps faculty and students
importance of addressing the digital
leverage the iPad and digital
divide, both on campus and in local
content for deeper, more INTERIM VICE PRESIDENT AND CHIEF communities across the state. For
interactive learning experiences;
INFORMATION OFFICER, OHIO STATE UNIVERSITY example, under Covid-19:
• The Affordable Learning Exchange,
• 20% of students reported
which reduces the cost of student
technology barriers (inadequate
textbooks by delivering them
computer hardware or Internet
digitally;
connection) that inhibited
• Ohio State Online, which has
“In March of 2020, we had two weeks to participation in online learning.
grown to more than 50 distance get 68,000 students and 12,000 courses These numbers were higher in
education certificates and degree specific student populations
programs;
online, adapt hundreds of classrooms on all (29% for African-American, 28%
• Telehealth Care, which allows
campuses for social distancing and helped for Hispanic, 26% on regional
campuses).
patients from anywhere in Ohio to more than 30,000 employees transition to
get nationally ranked care from • Students with inadequate
Ohio State Wexner Medical Center;
working remotely.” technology were substantially more
likely to opt for a “pass/no-pass”
• Advances in STEM research, such
grade in spring 2020, which signaled
as the way the Spine Research
they were struggling with their
Institute combines multi-
online coursework.
disciplinary experts with sensors,
data, and computational modeling • Many students’ residential
that launched in 2015 and the technology to do their work, the
to address chronic back pain; and environments weren’t conducive to
fact that over 50% of our students pandemic reminded us how we
learning.
• Establishing the Innovation District already had iPads under the Digital could ask new questions if we
and investing $750M in convergent Flagship program that launched had the computing power and The university was able to respond
research that leverages next- in 2018, positioned us for a swift infrastructure flexibility to do so. by providing iPads, loaner laptops
generation computing for new pivot during the pandemic. Our Of note were the international and hotspots to several thousand
discoveries that were previously pre-Covid cloud-based data and collaborations to sequence students. We are exploring more
out of reach. analytics environment enabled us Covid-19 and track variants in long-term solutions for students
to do Covid testing at mass scale real-time around the world which, during the 2021-22 academic year,
How has the pandemic
quickly, connecting 50-plus data in turn, helped us all address the and are actively participating
impacted the university’s digital
sources and automating actions pandemic locally. in community efforts, such as
transformation journey?
to keep students and employees BroadbandOhio and the Franklin
Finally, Covid-19 helped us behave
In a word: acceleration. In March safe. Because of our pre-Covid County Digital Equity Coalition. ■
differently as an organization,
of 2020, we had two weeks to digital foundation, we were able to
especially in IT. We had to make
get 68,000 students and 12,000 keep the university running, which
decisions quickly without all the
courses online, adapt hundreds kept students on track toward their
facts. We adapted boldly. We made
of classrooms on all campuses degrees.
sure to take care of our team. We
for social distancing and helped
Things move quickly in the research mastered being flexible and being
more than 30,000 employees
world where digital transformation human. These are all behaviors
transition to working remotely. The
is all about leveraging other that will help us continue on our
digital transformation initiatives
people’s infrastructure to innovate post-Covid digital transformation
that preceded the pandemic,
at speed and at scale. While all journey.
such as our mobile first initiative
researchers at Ohio State rely onwide is on your side.
“We’re a protection
company that is
tech-enabled, yet
personally connected
to our customers.”
-Kirt Walker, CEO, Nationwide
Nationwide is a proud sponsor of
CIO Tomorrow.
Learn more about Nationwide’s award-winning technology
department and how to join it at Nationwide.com/careers
Nationwide, the Nationwide N and Eagle and Nationwide is on your side are service marks of
Nationwide Mutual Insurance Company. © 2021 Nationwide CPO-1540AO (08/21)12 Advertising Supplement to Columbus Business First | SEPTEMBER 3-9, 2021
INSIGHTS AND EXPERIENCES – SHAPING
TODAY’S DIGITAL LANDSCAPE
A
merica’s digital revolution
has come a long way since
One of the biggest human
the 1950s when an integrated challenges these days is that
circuit dubbed the “chip that
changed the world” was created
personal relevance is in decline.
inside Texas Instruments. The Technology has accelerated this
company says the inventor, Jack
Kilby, at the time couldn’t have
as has globalization, socialization,
known that it would someday remote work and a loss of a sense
enable safer cars, smart water
meters and ultrasound machines
of community, locally.
that fit inside a pocket.
Advances in technology since then At this year’s CIO Tomorrow event, personal relevance is
have changed how Americans live keynote speakers explored how in decline. Technology
and work. Faster and more-reliable people, interactions and forces has accelerated this
devices make life easier and often driving the world economies and as has globalization,
more fun and the automation of businesses are shaping today’s socialization, remote
manual processes has freed up digital landscape. Thinking work and a loss of a
human capital within companies
to focus on more valuable
big and more personally and
acting broader with innovative
sense of community, locally.
MARK CURTIS
What can be done to mitigate all GLOBAL HEAD OF INNOVATION
assignments. applications of technology is the
those forces?
name of the game in 2021. AND THOUGHT LEADERSHIP,
Today, Technology Magazine
“We need to start by
reports, “digital transformation Here are key highlights from ACCENTURE INTERACTIVE
acknowledging the role brands can
is a cross-departmental effort to the keynote of Mark Curtis,
have in users’ lives,” Curtis said.
reimagine the way a company global head of innovation and
“Humans have an innate desire
uses its people, processes and thought leadership, at Accenture
to improve themselves and their
digital programs to drive new Interactive: data available through
lives. With this in mind, people
business revenue in light of gadgets like Fitbits.
One of the biggest human don’t want what you make, they
changing consumer expectations.”
challenges these days is that want what it will do for them. It’s • Adjusting to a more digital
the role of brands to align with world and examining the future
their audiences innate desires, role of offices, retail stores and
and provide products and services sporting venues.
to help progress towards them.
• Addressing the ethics
Brands need to deliver on their
challenges that will arise
purpose through their customer
because of tension between
and employee experience.”
social purpose and business
Chief information officers also have mission.
a role to play, he said.
• Embracing the era of living
• Design and build for diversity: services where real-time
Racksquared Data Centers has the design products, services, services are all around us.
expertise and technology to deliver secure, recruitment processes and
• Understanding interaction
cultures that cater to a diverse
reliable IT solutions for your organization range of backgrounds, beliefs
etiquette related to different
forms of communication such
and expertise.
so you can focus on your core business. as email, direct messaging
• Make people feel special: platforms and video
use data meaningfully to conferencing.
Solutions Services personalize experiences to
show people you care and
• Recognizing the evolution
of design that will shift from
O Backup O iSeries Management value them.
user-centered to life-centered,
• Help people shine: support which will include ethics as part
O Cloud O Managed Services
customers and employees to of the solution.
O Colocation O Help Desk Outsourcing progress toward long-term
Chief information officers can help
goals – instead of shorter-term
O Disaster Recovery O Consulting ease uncertainty moving forward in
desires – equipping them with
three ways, Curtis said:
the tools, opportunities and
space to do so. • Contribution: Providing
opportunities for people to
Curtis also addressed personal
invest their time, money and
relevance in an era of triple
effort into a purpose greater
uncertainty: the pandemic,
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economic uncertainty and human
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focused on “The age of relevance: together around a common
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1123 Goodale Blvd, Suite 550, Columbus, OH 4321214 Advertising Supplement to Columbus Business First | SEPTEMBER 3-9, 2021
LEADERSHIP, TALENT, TECHNOLOGY
AND STRATEGY: REAL-WORLD INSIGHTS
A
s part of the recent CIO Tomorrow event, leaders from across What are some of the lessons How important is IT leadership in
Columbus took part in breakout sessions to discuss a range learned during the pandemic this next phase of recovery from
of topics that touched on the areas of IT strategy and talent (technology related) that were the pandemic? How important is it
meaningful to your organization for these leaders to have a seat at
management. Two participants of those sessions recently talked
and how are those learnings being the decision-making table?
with Columbus Business First about lessons learned during the carried forward today?
pandemic, how important technology is during a time of crisis, the Bare: I think IT Leadership is now
role technology plays in shaping a corporate culture and business Bare: We were reminded of more important than ever. IT is
outcomes and what IT investment looks like moving forward. the value in having a common no longer just the “email people”
goal and how quickly we can or “fix my laptop people.” IT plays
They are: accomplish a goal when working a strategic role in transforming
together. Our goal was to organizations to become more
establish the necessary systems data driven and provide solutions
and processes for our entire that satisfy the on-demand needs
administrative staff to work from of customers as well as to continue
home in very short order. It took a enhancing the overall customer
small village to make it happen and experience. The pandemic
the team came together to do just brought to light the need for more
that. We saw collaboration in action contactless experiences and to
and the different gifts that each become more efficient through
person brings to the table to help automation as certain resources
solve for a complex issue. We also became scarce. Automation with
learned how to operate effectively intelligence requires data. Decision
as a team working remotely. I think making based on facts and
LACHANDRA JODIE BARE the key here is how we keep the predictive analytics requires data.
team synergy, collaborate and
BAKER CIO, COLUMBUS REGIONAL avoid the island or disconnected Data isn’t useful until it is harnessed,
SENIOR DIRECTOR, EMPLOYEE AIRPORT AUTHORITY feeling. Daily stand-ups, regular all- curated, aggregated and made
ENGAGEMENT, NATIONAL hands meetings, lunch-and-learns, available for access and use. It
team builders, routine one-on- takes a leader who understands;
CHURCH RESIDENCES
ones and establishing a common the role that data plays, the
workstream were all instrumental in systems and players it will take
keeping us connected. We carry all to get there, and how to establish
these key elements forward as we the necessary support within an
© 2021 JPMorgan Chase & Co.
come back together in person. organization from the board to the
C-suite to embrace the data driven
Baker: As a talent professional in the cultural shift that needs to happen
space of culture and engagement, and the journey that entails. IT must
one of the biggest lessons I’ve seen be at “the table” with allies to get
come from the pandemic is the ready because all things smart will
reinforced notion that employees tie back to data and IT is the key.
can work from anywhere, at any
time as long as they have the Baker: It is incredibly important
resources to do it. Being “in office” to have a technology strategy
is an outdated notion and is not that allows for open access
the only way you can have an and collaboration in order for
effective and successful workforce. employees to be able to effectively
Productivity, in many cases, actually do their jobs from any environment.
got much better. Without having to The pandemic challenged us all in
battle rush-hour traffic or a lengthy many ways including how we need
commute, employees could get to think about technology and how
more done in a shorter amount it can enable our businesses and
Making tomorrow together of time and they learned how to
effectively integrate work and
employees. Zoom, Slack, Microsoft
Teams, Trello are just a few apps
personal obligations. that made it incredibly easier to
At JPMorgan Chase, we’re working to make the future a better stay connected to co-workers and
place — with inclusivity central to the work we do. Some of the bigger challenges cross-functional teams.
I witnessed came from Wi-Fi
Our technology workforce combines different backgrounds
connectivity. Some areas of town Using the cloud to share
and experiences which deliver diversity of thought, innovation were riddled with slow or intermittent documents, work plans and ideas
and creative solutions that drive both local and global impact. service. Who among us hasn’t seen is only going to grow more in the
We commit the full force of our core business and expertise to the infinite circle of buffering doom? future. Entire companies are being
Most organizations are at the mercy developed or transitioned to be
support our communities, employees, clients and customers.
of broadband and cloud computing fully remote and won’t ever have
Join a team focused on the future today! Your career is yours vendors. I am hopeful that as we’ve a physical office space again. We
to program. jpmorganchase.com/techcareers learned how to navigate through are also seeing more and more
those challenges in the short-term, companies begin to merge. IT
we will continue to collaborate more leaders, as well as HR leaders, have
closely with government officials to be at the table to figure out how
and internet service providers to to structure the right technology
develop a long-term solution for
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> LEADERSHIP – Continued from page 14
solution to best serve and engage
the workforce to support them
Data, data, data. It is at the engineers/analysts/scientists.
As newer solutions are delivered
improving culture and business center of everything we do. from smart lighting to automated
outcomes. baggage tracking and connected
– JODIE BARE and autonomous vehicles, there
Could you share some real- will be some sort of “Internet of
world anecdotes about how IT Things” dependency and data
enabled so much of what was team, partnering with the recruiting
departments were able, and are that will be produced and need
experienced in a time of isolation – and IT departments, brought in
able, to positively impact the consumed. Data is what will enable
the governor’s daily updates, CNN over 500 new employees. The IT
well-being of workers in times of automation with intelligence and
and Fox Interviews, Jimmy Fallon, team provisioned and shipped
crisis. position organizations to make
various specials televised via out all of the equipment directly
more effective, real-time decisions
WebEx or Zoom for education and to the employees’ homes. My
Bare: IT enables an organization. based on customer demand and
awareness, award shows, the way team created welcome kits with
In a time of crisis, IT provides the market results.
we experienced newly released a handwritten note and company
means to communicate, be it
movies at home – the list goes on. swag. We did everything we could
from email, messaging platforms Baker: 5G and broadband
That is all made possible because to make folks feel welcome and
and video conferencing to finding connectivity has to be one of the
of IT professionals working in the create a sense of belonging from
alternative ways to self-identify top issues in technology. It’s hard
background to figure out how to day one. This definitely helped with
as safe from catastrophe. IT is to work from anywhere if you don’t
make it happen. mental and emotional well-being.
behind the delivery of critical have the appropriate access
communications that happen to do so. Having this flexibility
Baker: I think we all saw how The pandemic proved the power
around the world in a time of crisis. will definitely improve worker
important the use of video of what technology can do and
IT is the magic behind the curtain. satisfaction and engagement.
meetings were during the digital transformation has been
People generally don’t know IT if The other issue I believe is rising
pandemic. While we could have accelerated. What are the top
it is working and come to know IT to the top is cybersecurity. We see
merely picked up the phone areas of IT investment moving
when it is not – and technology is rising numbers of data breaches
to have a chat, there was forward and what are their real-
imperfect so that day happens and and hacker attacks all over the
something very satisfying about world benefits?
IT gets a bad wrap. world. Our personal and business
being able to see people’s faces
information is in constant danger
while hearing their voices when Bare: Data, data, data. It is at
Generally, IT is the unsung hero of phishing, smishing and all
we couldn’t be together. The the center of everything we do.
because the magic just happens other kinds of ish. It is a business
humanity wasn’t lost when we had As organizations continue to
everyday. We all take it for imperative to keep your data and
to rely so much on technology. digitally transform, investments
granted. Nobody outside really information safe and protected. ■
In my former company, we did must be made in the space of
understands what it takes. I think
new-hire orientation virtually data platforms, data visualization
about the pandemic and how IT
throughout the pandemic. My and data analytics and data
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18 Advertising Supplement to Columbus Business First | SEPTEMBER 3-9, 2021
USING DATA TO CREATE BETTER CUSTOMER
EXPERIENCES AND DRIVE GROWTH
M
arketing leaders across The challenge is accessing and New Ways of Working – leverage
industries are exploring organizing all this data and knowing data to derive new insights and BY: RYAN STALZER
many of the same questions: which data sets can influence an actions. Embrace failures as AND DANELLE FAUST
How do we create a consistent optimized customer experience. learning opportunities on the road
view of our customers? How do we Creating a 360° view of your to success.
build better customer experiences? customer (C360) simply suggests
How do we design an ecosystem
Benefiting from a C360
it is easier to work with all this
to enable great experiences? How It’s important to keep in mind, C360 opportunities.
disparate data and gain insights
do we continuously experiment to is not simply for marketing. When
by collecting it in one place, and Business insights & strategies
deliver experiences effectively and done well, a C360 sets a company
ensuring the data is actionable. – ability to tap into advanced
efficiently? up for new growth opportunities,
The goal is a single source of data analytics and techniques such
strengthening the health of the
To deliver exceptional customer truth within your organization. as artificial intelligence and
entire organization, including:
experiences, organizations need machine learning and creating
to be intentional. This focus can
Keys to success in driving Customer and prospect better business insights resulting
start by understanding the needs of change through a C360 segmentation – enabling enhanced in improved metrics including
customers and prospects in order Embarking on a C360 initiative is not audience selection and targeting conversions and customer lifetime
to deliberately create personal and for the faint of heart. It’s complex helping to improve response rates. value.
human experiences. The creation of and requires alignment across the Customer insight and The key takeaway is that C360
these experiences often starts with organization. Three critical areas to personalization – driving improved should be viewed as a mindset and
data. keep in mind: engagement by delivering the methodology. It is the combination
Beginning with a 360° view of Culture – enable innovative and right messages at the right time, of an organization’s people,
data-driven thinking to tap into maximizing return on marketing processes and technology coming
a customer
new and different perspectives. investment (ROMI). together to improve their agility in
There’s typically no lack of data Encourage an entrepreneurial spirit understanding customers to take
Channel optimization – powering
in an organization. Data is often with a startup mentality. appropriate actions to drive growth
better utilization and investments
collected in a variety of channels across the entire value chain.
Talent & Skills – evaluate the in the right channels, creating
and systems – customer
current skill sets of your people with efficiencies. Modern marketers are moving
relationship management systems,
emails, websites, and mobile apps a critical eye and grow data literacy Revenue growth – identifying swiftly to embrace C360 as a core
plus search, social, call centers by cross-training and upskilling marketplace trends and defining component of their customer
and even point-of-sale terminals. teams. white spaces to prioritize experience strategies. ■
PROFESSIONAL INSIGHT
HOW IMPORTANT IS DIGITAL FIRST?
Digital First. Let’s think about what Management techniques such as – and platforms to maximize
this term means. From a definition BY: performance?
• Agile
perspective, it means that when the JOHN HRUSOVSKY,
• Waterfall
leadership of an organization thinks FOUNDER AND PRESIDENT, • Hybrid Management techniques. All
about their business from both a JJH CONSULTING • Change techniques continue to be
tactical and strategic perspective, • PMO applicable to a digital first
they are thinking about it from world, with slight changes. The
a digital perspective first. Every Let’s take each concept and go a concepts of agile, waterfall and
the traditional aspects of IT such as
key decision is based on how to bit deeper. hybrid need to be adjusted for
infrastructure, the network and your
leverage digital technology vs a digital first cultural. It is not
applications, it needs to address The workforce. The workforce
physical and analog technology. It about customization anymore; it
the following concepts: is dramatically changing. The
is an organizational mindset. is about configuration. Effective
pandemic has heightened the change management is even more
Workforce aspects such as:
Do you do that? Do you as the change. How do you apply important when thinking digital.
chief technology officer think digital • Working in a virtual world the digital first concept to the How do you align your workforce
• Competing for and managing workforce? This means looking at
first? Does the leadership of your to truly take advantage of a digital
talent each position in the organization
organization think digital first? How • Ensuring diversity and inclusion first world?
prevalent is the concept of digital from a digital perspective. How
• Addressing digital ethics
first across your organization? can we leverage digital technology The time is now. The time to act
Advanced technologies for areas in the most effective manner? is now. It is time to adopt and
If the answer to these questions such as: operationalize.
is yes, then your organization is Advanced technologies. Security,
advanced, focused and is already • Security analytics, communications are just Digital First is important, it is critical
winning in the digital world. You • Analytics a few areas that continue to be to your success going forward. You
• Robotics enhanced via digital technologies. have to merge digital thinking into
may just have to continue to • Cloud
advance and adjust going forward. All of these present opportunities all aspects of the business. You
• Communications
• Customer interaction and for increased organizational cannot rely on executive leadership
However, if there is any hesitation connection effectiveness. This needs to be top to do this, you as the chief
in your answer, you need to act in a of mind. technology officer need to educate
very strategic manner. You need a Critical business systems such as: yourself, develop the strategy and
playbook, a plan. You need a sense Critical business systems. All playbook and prepare for the future
• Supply Chain
of urgency. commercial business application that is already upon us. ■
• Human Capital systems have gone to the cloud.
• Finance JJH Consulting is a systems management and consulting
You need a Digital IT Strategy Are you stuck in neutral? Have
• Customer Relationship firm focused on helping their clients reduce risk and
to win, and this strategy and you integrated your applications achieve success by providing leadership, assurance,
• Distribution readiness and optimization service capabilities.
playbook not only need to cover and leveraged digital technologiesYou can also read
