Customer First Digital Transformation – From the Center Out
What does it take to become a true digital company? You have to think like a digital company. It is a mindset, culture, and operating model shift. Learn how Nissan is approaching this transformation through the lens of the customer and their underlying needs. Nissan’s transformation is rooted in orienting around and mastering a set of distinct customer journeys, a customer ecosystem, digital products with digital owners, innovation to solve the right customer problem, and data as a strategic asset. Success requires approaching the business in a new manner – from the center out.
Michelle Garcia, PMP, is a director and industry principal for manufacturing, automotive, and high-tech at Pega with more than 23 years of experience working with automotive enterprises to improve customer journeys, processes, governance, and technologies through digital transformation.
Michelle has led a range of technology-enabled business transformation initiatives and numerous internal consulting projects focused on business process improvement, corporate governance, strategic planning, and employee engagement. During this time, she had the opportunity to take a foreign assignment in Rio de Janeiro, Brazil for two years where she established the Business Transformation practice, successfully implementing the Six Sigma and corporate strategic planning functions for a major automotive OEM in Latin America.
Michelle received her BS in Business Administration from University of Phoenix and is a certified Project Management Professional. Michelle lives in the Nashville, TN area with her husband and 2 children.