To He in the year and month. What will be your main projects from now on? : We've made a number of payments-related improvements to our customer experience - mobile payments, payments outside of our own app and expand it globally. We've made some changes to our loyalty system and loyalty program, and there's been a lot of technical work behind those changes, as well as customer-facing programmatic benefits and changes. We are working together on some internal employee portal improvements and changes; this is a project that has always been at the top of the list. We've done loyalty card and mobile integration and some acquisitions that you may have heard of, whether it's on the tea side or on the fruit and juice side. Overall, we continue to roll out our global web and mobile platforms.

We are now in 5 international markets, and while we are getting there, not every market has a global mobile platform available. : We currently have active projects, two of which are for customers or Job Function Email List partners, including the portal project mentioned. As a high-growth company, we have many opportunities to improve efficiency and productivity and create cost leverage across the organization. About the Author Michael Fitzgerald is a contributing editor to MIT Sloan Management Review.



Tags: Business Model Innovation Customer Acquisition and Retention Management Innovation Reposted: More like this China Exit Ban and Rise of Hostage-taking Leveraging Generative AI for Marketing: Harvard Business School’s Work on Large Language Models Limits Using Open Source for More Security Generating Artificial Intelligence Experiments You must be logged in to post a comment. First time here? Sign up for a free account: comment on articles and access more articles. Comment by Christopher Rollison 2020, Great interview that contributes greatly to the emerging concept of the Chief Digital Office as an enabler of digitally driven customer experience.