Techfluential by Deloitte Elevating Customer Experience Through Technology
Oct 3, 2024
Linda Jojo, United Airlines customer leader reimagining travel experiences with tech. Sabina Ewing, Abbott CIO driving business-first health technology innovation. They discuss shifting into customer and IT leadership. They talk about fixing tech basics to build trust. They explore data-driven personalization, empowering employees, and scaling AI fluency through hands-on learning and plain-language alignment.
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CIO Turned Chief Customer Officer
- Linda Jojo moved from long-term CIO roles into the Chief Customer Officer role to reimagine customer experience using technology.
- She made the risky shift because United needed someone who could merge technology expertise with customer strategy now.
IT As A Business Growth Engine
- Sabina Ewing frames 21st century IT as business-first, driving top-line growth and gross margin rather than just affecting the middle of the P&L.
- She emphasizes building equity via business value and being relentless on fundamentals to earn a seat at the strategic table.
Earn Trust By Fixing The Basics
- Linda Jojo advises job one is fixing basics so employees and customers trust the technology will be available and accurate.
- Only after proving reliability should teams propose larger initiatives to solve operations, commercial, or finance problems.