How BJ's Wholesale CIO Anjana Harve is Driving Digital CX | Technovation 864 скачать в хорошем качестве

How BJ's Wholesale CIO Anjana Harve is Driving Digital CX | Technovation 864

In many cases, companies develop systems with a primary focus on efficiency and begin to address their impacts on the customer late in the process. At BJ’s Wholesale Club, CIO Anjana Harve looks to flip this around with the customer experience in mind at the beginning and end of the process. In this episode of Technovation, Anjana joins Peter in a discussion on improving the digital customer experience at BJ’s Wholesale, optimizing revenue, and boosting efficiency. With extensive experience as a CIO in the healthcare industry, Anjana brings a unique perspective to the retail sector, focusing on customer centricity and the application of technology to serve and improve the member experience at BJ’s. She delves into her strategy for a member-centric architecture that provides a 360-degree view of the customer and fosters hyper-personalization at scale. Finally, Anjana shares her perspective on how companies can uplift and support women in tech, the trends and intersections in technology that she keeps her eye on, and the secrets to her continued career success. 00:00 Welcome to Technovation: Introducing Anjana Harvey 00:14 Anjana Harvey's Role and Mandate at BJ's Wholesale Club 00:54 Overview of BJ's Wholesale Club 02:22 The Role of a Chief Information Officer 02:58 Anjana's Personal Experience with BJ's Wholesale Club 03:37 Enhancing Digital Customer Experience 04:58 Member-Centric Architecture Explained 06:56 Optimizing Revenue Growth and Operating Efficiencies 09:31 Transitioning from Healthcare to Retail 13:06 Women in Technology: Anjana's Observations and Contributions 16:29 Anjana Harvey's Secrets to Success 20:07 Future Trends in Technology An audio-only version of this interview is available as episode 864 of Metis Strategy’s podcast, #Technovation with Peter High. Learn more at http://bit.ly/Technovation-864. Subscribe to Technovation on your podcast platform of choice: https://link.chtbl.com/Technovation To learn more, visit https://www.metisstrategy.com/technov... ---------------- #podcast #customerexperience