Iram Shah has been Senior Vice President at Schneider Electric for three and a half years, having previously held positions at Zurich Financial Services, BP International, the Coca-Cola company, and Pepsico. At Schneider Electric, Iram is responsible for customer transformation. Her position focuses on transformation and growth via customer care, product quality and customer satisfaction across all electrical distribution equipment and all types of customers for North America.
Ahead of her presentation at the Chief Digital Officer Summit in Chicago this November 17-18, we sat down with Iram to discuss her role and the current key trends and challenges facing digital companies.
How have your main digital responsibilities changed over the past year?
I was leading Digital Customer Experience, which focused on developing best in class customer experience focusing on digitization of the customer's important touch points. Now I lead Customer Transformation, which focuses on offer quality, customer care, and satisfaction. Here, more than ever technology and digitization is becoming important. We have to continuously innovate to drive growth and customer satisfaction.
What trends can we expect to be of primary concern for executives working with digital technology over the next year?
The energy industry is becoming more electric, more connected, and more digital. Innovation and technology is affecting the entire value chain from buildings to transportation to supply chain to the comfort of our homes. The convergence of software, automation, and connected devices has spurred a new level of technological innovation with which we have to keep pace with. The intersection of IT and OT has created ' the internet of things' and customers are becoming more digital-savvy and more demanding for real-time intelligence from smart connected products.
What could your industry be doing to better meet consumer expectations?
The industry is going through a transformation, and Schneider Electric is becoming a technology company with a focus on driving innovation to support the changing landscape.
Our innovation at every level is harnessing the power of the internet of things to reshape cities, transform industries and enrich lives through connected products, edge control with apps, analytics, and services. We have continually advanced our single architecture called EcoStructure leveraging mobility, cloud sensing, analytics, and open internet protocols innovating from the connected products along with apps, analytics, and service that can be delivered in the cloud with embedded end-to-end cyber security.
You can hear more from Iram, as well as other industry leading executives from digitally proficient companies, at the Chief Digital Officer Forum this November 17-18 in Chicago. To see the full agenda, click here.