Want to navigate the complexities of digital transformation successfully? In this episode, Jonathan Murray, the Chief Strategy Officer at Mod Op and co-author of Getting Digital Done, outlines a step-by-step approach to integrating AI into your customer experience strategy. He explains how to build a solid data foundation and establish governance principles that will set your organization up for success. Plus, Jonathan and Lauren discuss the disconnect between leadership and customer needs, and how to bridge that gap using data-driven insights.

Tune in to learn:

• Why organizations often resist new technologies due to fear and uncertainty
• How AI can enhance customer interactions through conversational experiences
• How AI can help rehumanize business interactions with customers
• Why organizations must have the right data infrastructure to leverage AI
• Why employee experience must be prioritized to ensure successful transformations

About the Guest:

“Jonathan Murray is President, Chief Technology Officer, and Head of Strategy at Mod Op Strategic Consulting, responsible for platform transformation and strategic innovation engagements through a unique blend of business strategy, sales, marketing, operations and policy experience. His deep expertise in modern platform architecture and engineering makes him the ideal partner for clients needing to understand and address the complex factors at play in an accelerating global digital transformation.

Jonathan has 25 years of experience in digital transformation and is passionate about helping forward-looking executives turn strategy into results by enabling organizations to thrive in a digital world through empowered cultures and modern operating models. Before joining Mod Op Strategic Consulting in early 2016, he held executive roles at The New York Times, Warner Group Music and Microsoft.

Jonathan holds a BSc in Applied Science from Kingston University. Outside of work he enjoys music and boating.”

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