DIGITAL STRATEGY Michael Fino
DIGITAL STRATEGY Michael Fino
TITLE : VP OF ECOSYSTEM TRANSFORMATION AND CHANNEL MANAGEMENT
COMPANY : IBM
INDUSTRY : INFORMATION TECHNOLOGY & SERVICES
LOCATION : UNITED STATES
Now part of IBM for over 25 years ,
Fino prides himself on a mindset that emphasises growth , empathic leadership , and an approach that breaks down silos . He is an expert at motivating business partners to deliver desired outcomes .
CX itself has been greatly affected by the conditions of the pandemic . Heather Smith , Managing Director of LV = General Insurance , suggests that a ‘ levelling ’ of digital experience across every industry is taking place : “ Customer expectations are driven by their experiences with other companies in different industries , and that inevitably has a direct impact on the experience they expect to receive from insurers . Being aware of conversations that have occurred across different channels is therefore important , and there ’ s a need to use data intelligently to enhance those conversations .”
Shifting away from legacy technology Following on from Smith ’ s appraisal of CX ’ s evolution , it appears that consumer preference for digital ( or at least omnichannel ) connection with their insurance providers has taken precedence over ‘ legacy ’ methods .
Michael Fino , VP of Ecosystem Transformation and Channel Management at IBM , highlights that this shift has gone hand-in-hand with widespread updates to enterprise IT infrastructure . “ What we ’ re seeing is clients wanting to migrate to the cloud and balancing how much infrastructure they ’ re willing to put there .” IBM ’ s position has been to champion hybrid multi-cloud as the best platform for driving innovation and scalability . “ Clients don ’ t want to put their primary and businesscritical applications in a public cloud ,” he adds . “ To get the right balance , they need to utilise hybrid cloud models .”
40 July 2021