EP 32 - Digital Transformation: The Intersection of IT Modernization and Customer Experience featuring Bajinder Paul

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Bajinder Paul, experienced Chief Information Officer (CIO) across many federal agencies. Bajinder described what he learned from serving at agencies during crises, such as housing issues that were impacted by Hurricane Katrina or the banking crisis of 2009. 

As demonstrated during the pandemic, having a modern infrastructure enabled USDA to deliver services to employees and customers quickly and effectively.  As everyone worked and lived remotely, digital services were a must.  Transforming services to be entirely digital requires the integration of a modern information technology network and infrastructure and an understanding of your customers and their needs and expectations.  CIOs should partner with other members of the C-suite to build flexibility and resilience into the operations of an agency.

Specifically, in this episode, Bajinder shared his insights into:

1.  How a modern technology infrastructure impacts the services delivered to the public and employees
2.  The connection between and importance of the use of emerging technology to improving efficiency thereby improving the employee’s experience and engagement
3.  How CIOs and CX officials should partner to deliver internal and external services
4.  How industry can partner with federal CIOs to deliver services to their internal and external customers
5.  How companies can prepare to meet with federal CIOs

Bajinder is currently the Founder and CEO of Bajinder Advisory Services and can be contacted at bpaulx@gmail.com