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Having an agile mindset to adapt and keep your organization moving is more critical than ever. It was a big topic of conversation when Jon Fort sat down with the CIOs of Lowe's and Synchrony this week. You can catch the full interview here, and below are a few key takeaways from the discussion.
Lowe's CIO Seemantini Godbole:
2020 Marching Orders: What they were
Plan for the first six months of the year was to go all in on digital transformation. We'd prepare during the first half so we're ready the second half and the holiday season. February comes, March rolls around and suddenly we realize the business environment would be very different, and we were at a cross roads with our transformation. But we also understood that Lowe's is an essential retailer – we make sure homes are working, and now more than ever, homes are sanctuaries for all our customers. We were also seeing unprecedented volumes both online, and in stores. We were asking how we best serve our customers at that volume and make sure our digital transformation would come through for that customer, but we were at a cross roads in response to that. Do we slow down or maintain the status quo? We decided to accelerate that transformation.
Sometimes, you get it wrong
I was very worried about productivity and production problems. I was going down the path of thinking we have to slow down. But when we sat down, we let our thinking be guided by data and move quickly. But I learned my lesson quickly – I said productivity isn't a problem, digital transformation is moving. I kept thinking people are energized and eager to show they're just as good virtually. But we need to make sure we're feeling okay and connected. While we're physically distant, we need to be socially connected. So making sure you're taking care of each other and asking for help are important, and that's what I'm working on.
Synchrony CIO Carol Juel:
Instantaneous Shifts: The Pandemic's Push to a Path of Innovation
When you think about how much of the world went digital in a very short period of time, from consumer behavior, to adoption, to interaction, we saw that increase almost instantly. Much of the innovation we've put in place over the years is centered around laying down cloud-based digital transformation to allow for contactless experiences, and that's everything from capabilities like texts to look up your account number, creating digital experiences within the app so you don't need to use a physical card for payment, and all of that was accelerated through the pandemic based on behaviors that were changing. The pandemic only accelerated that transformation, and I do believe those behaviors will be distilled into how we operate in the future. These have and will have a lasting impact, especially when you look at the rapid adoption of contactless over these months.
Protection Plan: Data First, Security at the Center
Being a financial institution, you're entrusted with large amounts of consumer data, so protection is huge. Similarly to Lowe's, prior to this, we had a strong in-office culture. While we could move developers and knowledge workers home smoothly, it wasn't that seamless for the 12,000 call center associates. We had to, within a two-week time frame, use a very agile methodology for deploying new technology, building out a "command center" (logistical supply chain to figure out how we'd move our associates home). For us, most important was health and safety and we felt strongly that doing that in a call center wouldn't be in their best interest. When the mission is clear and objectives align, people can move very quickly. We could deploy technology that was in the works that helped us accelerate that transformation, including ways to protect consumer data at scale. We also changed the tech we were giving employees. We used education tech so we could change the mode of connection for optimal security, oversight and governance over data they have access to.
On deck: Jon Fortt is leading another @Work livestream Q&A with SHRM CEO Johnny C. Taylor, Jr., IBM CHRO Diane Gherson and Mondelēz Chief People Officer Paulette Alviti. Register now to get the link to that livestream on Tuesday, September 8 sent straight to your inbox. |
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