Shift podcast
Digging into the key digital trends and topics that can help make your business transformation a reality
Episode 07
Driving customer centricity in complex organizations
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Episode 07: Driving customer centricity in complex organizations
From family homes to large businesses, the utilities industry affects us all. In this episode of Shift, we learn about the digital revolution happening in the utilities sector. Host Jon Finkelstein is joined by Eileen Campbell, VP of Customer Service for Alectra Utilities. The two talk about what the current and future of utilities looks like and how they are incorporating new technologies to better personalize the utilities experience. They discuss the shift we are seeing towards consumers wanting greater control over their utilities, the shift of people going from energy consumers to energy producers, and how through greater data and analytics we are enabling the population to make better choices when it comes to energy consumption.
Episodes
Episode 01: The journey to omni-channel
"Omni-channel" has become a buzzword, but what does it actually mean? Shift’s guest, Claire Bara, Vice President Strategy & Business Intelligence at Lowe’s Canada, talks about omni-channel as a journey and balancing performance with innovation to deliver differentiated experiences to consumers.
Episode 02: Three key factors for a successful digital transformation
Organizations often struggle to realize the benefits of their digital investments, in many cases due to limited technology adoption. Shift’s guests, Jimmy Bremner, Innovation and Transformation Executive at Salesforce, and Christine Robertson, Senior Marketing Director at PwC Canada, talk about lessons learned and insights from a complex and multi-territory digital transformation.
Episode 03: Investing in innovation
Today’s innovation economy is fueled by the startup scene and new business looking to get their big break. On this episode of Shift, guest Brice Scheschuk, CEO at venture capital firm Globalive, offers his views on the opportunities and challenges of innovation in Canada, on spotting good investments in innovation and new funding mechanisms.
Episode 04: Building a city of innovation
Toronto has the opportunity to excel globally as a leader in nurturing and scaling innovation. In this episode of Shift, guest Councillor Michelle Holland, Chief Advocate for the Innovation Economy for the City of Toronto, talks about the importance of building a city of innovation and the journey to do so, from joining forces with small and large organizations, to attracting talent and diversity, to the efforts to become a smart city.
Episode 05: Gender diversity in tech—from awareness to action
People generally know that gender parity makes sense. Research even shows that greater gender diversity enables organizations to have better financial performance. So why is there still such a strong gender disparity in the tech sector, and so many other industries? Jodi Kovitz, CEO of #movethedial, talks about the necessity of bringing more gender diversity to technology and actions organizations (large and small) can take to increase female leadership and representation in the workforce.
Episode 06: Change and Innovation in the public sector
There is a huge appetite to do things differently in the public sector. In this episode of Shift, Alex Benay, CIO of the Government of Canada, speaks with host Jon Finkelstein about creating a digitally enabled government, driving technology adoption and innovation to better serve citizens, in a sector traditionally considered change averse. We talk about getting better and quicker services to citizens, using open source solutions and prioritizing cybersecurity.
Episode 07: Driving customer centricity in complex organizations
From family homes to large businesses, the utilities industry affects us all. In this episode of Shift, we learn about the digital revolution happening in the utilities sector. Host Jon Finkelstein is joined by Eileen Campbell, VP of Customer Service for Alectra Utilities. The two talk about what the current and future of utilities looks like and how they are incorporating new technologies to better personalize the utilities experience. They discuss the shift we are seeing towards consumers wanting greater control over their utilities, the shift of people going from energy consumers to energy producers, and how through greater data and analytics we are enabling the population to make better choices when it comes to energy consumption.
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This podcast has been prepared for general guidance on matters of interest only, and does not constitute professional advice. You should not act upon the information contained in this publication without obtaining specific professional advice. No representation or warranty (express or implied) is given as to the accuracy or completeness of the information contained in this podcast, and, to the extent permitted by law, PricewaterhouseCoopers LLP, its members, employees and agents do not accept or assume any liability, responsibility or duty of care for any consequences of you or anyone else acting, or refraining to act, in reliance on the information contained in this publication or for any decision based on it.
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