Title

AWS re:Invent 2023 - Infuse customer obsession into your business strategy: Client panel (CEN201)

Summary

• Lauren Dettlaff, Chief Marketing and Growth Officer at Allion, introduces the session on customer obsession in business strategy.
• Allion is a global enterprise tech consultancy formed from the merger of four cloud-native businesses, including SecondWatch, CloudCover, CloudComrade, and Aptative.
• Panelists include Jeremy Campbell from Score Global Life America, Christina Moss from Rockwell Automation, and Vishal Parpia, co-founder of Cloud Cover and Chief Digital Officer at Allion.
• The discussion covers the spectrum of companies from technology-focused to customer-obsessed, with insights into how technology like cloud and AI can drive customer-centric outcomes.
• Jeremy Campbell shares how Score Global Life America uses cloud technology to provide quick life insurance evaluations, emphasizing the importance of speed and accuracy.
• Christina Moss discusses the balance of cloud and physical infrastructure at Rockwell Automation and the importance of internal team support and innovation.
• Vishal Parpia talks about the value of co-innovation pods, blending business and technology, and the potential of Gen AI and machine learning in various applications.
• The panelists discuss the importance of data in driving customer obsession and the challenges and opportunities presented by economic constraints.
• The session concludes with an open Q&A and an invitation to further discussions at the Allion booth.

Insights

• Customer obsession is not just about external customers but also about internal teams and processes. Companies are using technology to improve efficiency and drive business outcomes that benefit both internal and external stakeholders.
• Cloud technology has enabled companies like Score Global Life America to significantly reduce the time required for life insurance evaluations, showcasing the impact of cloud adoption on customer experience.
• Rockwell Automation's approach to balancing cloud and physical infrastructure highlights the diverse strategies companies employ to meet their technological and business needs.
• The concept of co-innovation pods, as discussed by Vishal Parpia, illustrates the importance of collaboration between business stakeholders and technologists to drive innovation and customer-centric outcomes.
• The panelists emphasize the critical role of data in achieving customer obsession, with AI and machine learning being key tools for extracting insights and driving decision-making.
• Economic constraints require companies to be more creative and strategic in their approach to innovation and customer obsession, often leading to a focus on cloud economics and the modernization of IT estates to free up budget for innovation.
• The discussion on Gen AI and its applications across industries indicates a growing interest in leveraging advanced technologies to enhance customer experiences and operational efficiency.
• The longevity and adaptability of companies like Rockwell Automation, which has been around for 120 years, demonstrate the importance of an innovation mindset in sustaining business success over time.