Driving Digital Innovation, CX Strategy & Analyst Insights | DisrupTV Ep. 190

In DisrupTV Episode 190, hosts R “Ray” Wang and Vala Afshar welcome three leading voices in technology, customer experience, and enterprise analysis:

  • Paul Daugherty, Group Chief Executive–Technology & Chief Technology Officer at Accenture, shares how emerging tech is reshaping enterprise leadership.
  • Stacey Epstein, Chief Marketing & Customer Experience Officer at ServiceMax, discusses the evolving art of marketing in driving customer-centricity.
  • Steve Wilson, VP & Principal Analyst at Constellation Research, offers strategic insights on macro-tech trends influencing organizations.

Key Takeaways

Emerging Tech as Enterprise Core
Paul Daugherty emphasizes that digital reinvention is not optional—it's central to business purpose, requiring CEOs and CTOs to lead with technology as a core enabler.

Customer Experience as Brand Differentiator
Stacey Epstein observes that CX isn’t just delivered by products—it’s curated through marketing, operations, and emotional trust-building across customer touchpoints.

Strategic Forecast from Analysts
Steve Wilson reminds us that analyzing signals—like adoption trends, innovation cycles, and vendor movement—can provide a forward-facing roadmap for leaders.

Notable Quotes

  • “Innovation isn’t a program—it’s the enterprise heartbeat, and leadership must treat it with urgency.” — Paul Daugherty
  • “Customer experience isn’t built in a silo—it’s nurtured in every marketing message and brand interaction.” — Stacey Epstein
  • “Watching the market isn’t enough—leaders must interpret the patterns and anticipate the shifts.” — Steve Wilson

Final Thoughts

Episode 190 distills a future-rooted approach to leadership:

  • Paul challenges executives to anchor their vision in digital innovation—not just transformation.
  • Stacey spotlights CX as the ultimate competitive frontier—driven by emotional resonance, not just tech delivery.
  • Steve elevates the analyst’s role, urging leaders to read ahead, not just along.

Together, they present a powerful triad: technology leadership, customer-first strategy, and strategic foresight—a blueprint for navigating the complexities of the modern enterprise.

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