How to Build a Successful API-Powered Customer and Partner Ecosystem

Harvard Business Review Analytic Services Webinar sponsored by Red Hat

Customer experience (CX) is critical to every organization’s success. It affects an organization’s ability to differentiate its brand, generate revenue, and foster customer loyalty.

But quantifying CX has been elusive. Various metrics, like Net Promoter Score, can assess whether a customer would recommend a brand, but can't assess the impact of the performance of different aspects of CX.

Alex Clemente shared the results of a Harvard Business Review - Analytic Services (HBR-AS) Pulse Survey about measuring the value of customer experience in a recent webinar. Marco Bill-Peter, senior vice president of CX and operations at Red Hat, and Shamim Mohammad, senior vice president and chief information and technology officer at CarMax joined Alex to discuss how their organizations are measuring the end-to-end CX and how they are using data and analytics to personalize the experience.

This session is presented by:
- Marco Bill-Peter, Senior Vice President of CX and Operations at Red Hat
- Shamim Mohammad, Senior Vice President and Chief Information and Technology Officer at CarMax
- Alex Clemente, Harvard Business Review Analytics Services

If you’re familiar with The Phoenix Project, chances are you know Bill Palmer, Erik Reid, and their journey to keep Parts Unlimited afloat, despite complexities and constraints within the organization. Ten years later, it’s time to check in with Parts Unlimited after its phoenix-style rise to success.

Part 3: DevOps increased how quickly you can deliver new features to the market. However, new opportunities mean new challenges—this is where DevSecOps comes into play. Join Erik and Bill as they meet with Sarah Moulton, Parts Unlimited's SVP of Retail Operations, who urges them to find a balance between classic IT governance, risk, and compliance.

- Join our DevOps experts as they discuss:
- What DevSecOps is, and why it’s important.
- Understanding adversaries and using a proactive strategy.
- How automated governance can help assure trusted delivery of software and services.

Business and technology leaders still face many unknowns in 2021. The global pandemic caused many organizations to accelerate their digital transformation plans by as much as three to four years, according to McKinsey. IT leaders need to build on the momentum initiated by these changes to create new business and operating models that embrace four key values of digital culture: speed, impact, openness, and autonomy.

In this webinar, Abbie Lundberg, president of Lundberg Media and contributing editor at Harvard Business Review Analytic Services, will discuss findings from her forthcoming research for Harvard Business Review Analytic Services about the new rules IT leaders need to adopt for the next normal. Together, Abbie along with the CIO of Johnson & Johnson, Jim Swanson, will dive into four priorities for CIO success.

Featuring:
Abbie Lundberg, Contributing Editor, Harvard Business Review Analytic Services Jim Swanson, Chief Information Officer (CIO), Johnson & Johnson

If you’re familiar with The Phoenix Project, chances are you know Bill Palmer, Erik Reid, and their journey to keep Parts Unlimited afloat, despite complexities and constraints within the organization. Ten years later, it’s time to check in with Parts Unlimited after its phoenix-style rise to success.

Part 2: Like most enterprises, Parts Unlimited has limitations when it comes to budgeting and staffing. Lead Engineer Brent Geller knows how to do everything, he is responsive to everyone, and generally the most helpful individual in the room. In this episode, we sit down with the trio as they break down the resource constraints and skills gap of their CEO's cloud-first strategy.

- How can they effectively scale their resources and free up fellow team members? Join our - DevOps experts as they discuss:
- How cloud-first affects the operating level of the organization.
- 5 steps of constraint management.
- Unplanned work—how to cope with the silent killer.
- How to “clone Brent” as the first step to learning.

Change may be inevitable, but resistance to change might be more so. Old ways of working don’t lend themselves to innovative outcomes, but individuals often attach their identity to their tasks, which creates friction and slows progress. Recognizing patterns of predictable conflicts, how can organizations reduce resistance, accelerate technology adoption, and improve the probability of success? This presentation will highlight core conflicts and patterns of failure with actionable advice for improving outcomes.

Part 1: The invisible constraints of the cloud

If you’re familiar with The Phoenix Project, chances are you know Bill Palmer, Erik Reid, and their journey to keep Parts Unlimited afloat, despite complexities and constraints within the organization. Ten years later, it’s time to check in with Parts Unlimited after its phoenix-style rise to success.

Join distinguished authors Kevin Behr and John Willis as they step directly into the shoes of Bill and Eric in this 3-part episodic series. Kevin, acting as Bill Palmer, and John, acting as Erik Reid will have a lively and entertaining discussion with other characters from The Phoenix Project as they are forced to adapt and transform to streamline interdepartmental communications and deliver business outcomes for Parts Unlimited.

Many enterprises turn to a cloud-first strategy to become more cost-efficient—including Parts Unlimited. Join VP of IT Operations, Bill Palmer; Board Member, Erik Reid; and Director of IT Service Support, Patty McKee as they seek to understand their CEO's new cloud-first strategy.

How can a technical organization be so confused with this simple sounding strategy? Join our DevOps experts as they discuss:

- Why cloud is not an effective strategy.
- How ""re-commoning"" and a ""platform as interface"" can improve technical debt.
- How to start building the foundations for true hybridity, in-house.

Featuring your Red Hat presenters:
- VP of IT Operations, Bill Palmer
- Board Member, Erik Reid
- Director of IT Service Support, Patty McKee