Applying a Product Mindset to Advance Digital Capabilities at Ascension & Hyatt | Technovation 770

Rajan Mohan, the Chief Digital Officer of Ascension, and Eben Hewitt, the Chief Information Officer of Hyatt Hotels Corporation, join us at our May 2023 Metis Strategy Digital Symposium to share their experiences applying a product mindset to advance digital and technology capabilities at their organizations. Rajan explains the project-to-product transformation at Ascension, the shifting customer expectations around digital interactions, and the metrics he uses to measure the success of the company’s customer-centric culture. Eben expands on the role technology plays in customer care at Hyatt, the agile and data-focused culture at the company, and driving the long-term strategic mission through the day-to-day empowerment of teams. Finally, both executives speak on the organizational impacts of moving to a customer-centric mindset, the workflow changes as a result of that mindset shift, and the partnership between the CDO and CIO to advance digital within the company.

0:00:00 Introduction
0:01:35 Leading the Project-to-Product Transformation at Ascension
0:04:30 Role of Tech in Customer Care at Hyatt
0:08:31 Increasing Digital Interactions with Customers
0:11:27 Customer Centricity and Its Impact
0:13:18 Workflow Impacts from Product Mindset
0:15:41 Creating an Agile and Data-Focused Culture at Hyatt
0:19:19 Metrics to Advance Culture at Ascension
0:22:03 Empowering Teams to Drive Hyatt’s Strategic Mission
0:25:39 Long-Term Strategy vs. Short-Term Delivery
0:28:44 CIO & CDO Partnership
0:31:30 Outro

An audio-only version of this interview is available as episode 770 of Metis Strategy’s podcast, #Technovation with Peter High. Learn more at http://bit.ly/Technovation-770.

Subscribe to Technovation on your podcast platform of choice: https://link.chtbl.com/Technovation

To learn more, visit https://www.metisstrategy.com/technovation-podcast/
----------------
#podcast #customercentric

Видео Applying a Product Mindset to Advance Digital Capabilities at Ascension & Hyatt | Technovation 770 канала Metis Strategy