The rise of the chief experience officer

John Morhous came up through the ranks on the traditional technology track. After graduating Rensselaer Polytechnic Institute with B.S. in information technology, he served in a number of tech-related roles, including director of IT engineering and eventually CIO. In his latest gig, Morhous puts a whole new spin on the trajectory for top IT execs:…

At Amtrak, business-IT co-creation engineers CX success

Delivering a superior customer experience (CX) requires close partnerships between IT leaders and their business peers. That’s been the ticket for Amtrak, where IT and marketing are co-creating digital services to inspire brand loyalty among the 30 million passengers it serves a year. These efforts, marshalled by Amtrak CTO Sovan Shatpathy and Kerry McKelvey, vice…