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Lori Beer (WellPoint), interviewed by Michael Fitzgerald
Lori Beer, EVP of WellPoint, discusses how digital technologies are changing health care.
Ali Tafti et al.
New research shows that flexible IT can help facilitate strategic alliances.
Peter Weill and Stephanie L. Woerner
If you lack a good digital business model, your customers may leave you behind.
April 4, 2013 | Adam Brotman and Curt Garner, interviewed by Michael Fitzgerald
Retailers struggle with keeping brand strategies consistent across the physical and digital worlds. Starbucks has made great strides in maintaining its brand message, whether customers are on Facebook or in one of its 17,000 stores, anywhere in the world. The company’s digital transformation began with the seemingly simple decision to offer Wi-Fi and access to digital media such as The Economist as a free service in its stores. That was Adam Brotman’s first big idea after he was hired in 2009 to the new job of vice president of digital ventures. The free Wi-Fi and content put the customer’s wants at the center of Starbucks’ digital strategy. Brotman was named Starbuck’s chief digital officer in March 2012, putting Starbucks in the front ranks of companies that have a digital czar.
Brotman works closely with Curt Garner, a 15-year Starbucks veteran named chief information officer at the same time Brotman became CDO. The two talk every day, their leadership teams meet every other week, and the two run digital scrums at least once a quarter, where their teams brainstorm how to use technology to give customers a better experience at Starbucks.
Brotman and Garner’s close collaboration leads to iterative transformations, like figuring out how to use a point-of-sale system upgrade and save 10 seconds per card transaction, eliminating 900 million hours of line time for customers. Starbucks is now piloting mobile ordering in stores, which should mean less time in line, and perhaps even the ability to walk in and order “the usual.” They believe Starbucks acts like a consumer technology company.
IT innovation is a given – but whether your company responds to it effectively is not. This collection of content can help you think through the organizational and managerial implications of IT trends.
Cynthia Beath et al.
The rapid growth of data creates business opportunities — but only if IT and management work together.
Erik Brynjolfsson and Andrew McAfee
To gain leverage from ever-improving technologies, companies need new processes and business models.
George Westerman (MIT Center for Digital Business), interviewed by Michael Fitzgerald
MIT’s George Westerman explains how traditional companies can achieve digital transformation.
E. Burton Swanson
Executives must decide which IT innovation “waves” to catch — and which ones to let roll by.
Thomas H. Davenport et al.
How do the insights from big data differ from what managers generate from traditional analytics?
Quy Huy and Andrew Shipilov
What determines whether or not an internal social media initiative brings business benefits?