Reinventing Technology, Trust & Customer Strategy | DisrupTV Ep. 13

In Episode 13 of DisrupTV, hosts R "Ray" Wang and Vala Afshar sit down with:

  • Deborah Mills-Scofiel — VC, professor, entrepreneur
  • Paul Daugherty — CTO at Accenture
  • Esteban Kolsky — Principal and Founder, ThinkJar

Together, they dive into how organizations can transform through technology, build trust in digital contexts, and reinvent customer strategy in a constantly shifting landscape. 

This conversation bridges high-level digital transformation vision with pragmatic steps, especially in the realms of data, trust, customer experience, and new operating models.

Key Takeaways & Themes

From the episode, several themes stand out:

1. Digital Reinvention Requires Purpose + Technology

Transformation isn’t just about injecting new tech — it’s about rethinking how business models, culture, and technology interlock. Deborah Mills-Scofiel emphasizes that strategic clarity must underlie any tech investments.

2. Trust is a Differentiator in Digital Futures

Paul Daugherty explores how in digital ecosystems, trust becomes foundational. Whether in data sharing, AI decisions, or customer experience, systems must be designed to earn and preserve trust.

3. Customer Strategy Must Be Redefined

Esteban Kolsky, with his ThinkJar lens, brings forward the idea that customer experience is not static. Brands must treat customer strategy as dynamic, combining feedback loops, experience metrics, and continuous adaptation.

4. Data as the Nervous System

Data not just as a reporting tool but as the infrastructure for decision-making and intelligence. The panel underscores that organizations must migrate from “data at rest” to “data in motion” — enabling real-time insights and actions.

5. Ecosystems, Partnerships & Open Models

Rather than going it alone, the shift is toward open, collaborative networks. Platforms, APIs, shared standards, and ecosystem thinking are recurring ideas among the guests.

6. Leadership Change & Capability Building

Leaders must acquire new literacies—ability to lead in ambiguous environments, embrace continuous learning, and orchestrate multi-disciplinary teams across business and tech.

Final Thoughts & Guidance for Leaders

  • Anchor transformation in purpose, not in tools. Technology is the enabler — purpose is the compass.
  • Design for trust explicitly. Trust must be baked into your architecture, data policies, and customer interactions.
  • Elevate customer strategy as a living system. Use metrics, feedback, and adaptive loops to keep it fresh and aligned.
  • Think in ecosystems, not silos. Open APIs, shared standards, and collaboration amplify reach and innovation.
  • Lead with new literacies. Comfort in ambiguity, learning agility, and bridging disciplines are essential for leadership now.
  • Invest in data motion. Real-time, operational data systems trump static dashboards in speed and relevance.

If your organization is wrestling with balancing legacy systems and new models, rethinking trust in digital channels, or reimagining customer experience in real-time, the frameworks and insights in this episode can help guide your next steps.

Related Episodes

For further exploration of topics discussed in Episode 13, consider these related DisrupTV episodes:

 

Business Research Themes

Future of Work, Tech Optimization

Roles

Chief Executive Officer, Chief Technology Officer