The Future of Work: Digital Transformation, Human-Centric Leadership & Customer Experience | DisrupTV Ep. 235

In this episode of DisrupTV, hosts R “Ray” Wang and Vala Afshar engage with three thought leaders:

  • Darren Roos – CEO of IFS, discussing the company's transformation and the importance of customer-centric strategies in enterprise software.
  • Ben Pring – VP and Head of Thought Leadership at Cognizant's Center for the Future of Work, sharing insights on the future of work and the impact of technology on employment.
  • Nicole France – VP & Principal Analyst at Constellation Research, focusing on the intersection of customer experience and digital transformation.

Key Takeaways

Darren Roos emphasizes the need for enterprise software to be adaptable and customer-focused, highlighting IFS's commitment to delivering value through innovation and customer-centric solutions.

Ben Pring discusses the accelerating pace of technological change and its implications for the workforce, stressing the importance of reskilling and adaptability in the face of automation and AI advancements.

Nicole France explores the evolving landscape of customer experience, advocating for a holistic approach that integrates sales, marketing, and service to create seamless and personalized customer journeys.

Notable Quotes

  • Darren Roos: “Customer-centricity is not just a strategy; it's the core of our transformation at IFS.”
  • Ben Pring: “The future of work is not about replacing humans with machines; it's about augmenting human capabilities with technology.”
  • Nicole France: “True customer experience transformation requires a unified approach across all touchpoints and departments.”

Final Thoughts

Episode 235 of DisrupTV provides valuable insights into the future of work and customer experience. Darren Roos's focus on customer-centric innovation, Ben Pring's perspectives on technological disruption, and Nicole France's emphasis on integrated customer engagement offer a comprehensive view of the challenges and opportunities in today's rapidly evolving business landscape.

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