I started a new segment of my career this week. In addition to leading Development & Operations, I now have responsibility for leading our Digital Customer Platform. I am very excited about this opportunity for several reasons. Before I get into that, I’d like to explain at a high level the major items in this portfolio.

Digital Customer Platform includes our customer-facing technologies such as our websites, web applications, and eCommerce capabilities. CHS isn’t solely online. We also have a lot of technologies that enable and enhance our in-person and onsite retail and wholesale experiences. Finally, we focus on enabling a fantastic customer experience, by placing the right tools and technologies in the hands of those who directly interact with customers every day. After all, happy and well-equipped employees make happy customers. This is far from an exhaustive list, but it gives you a feel for it.

Now, I will explain why I am so excited.

This is our future

In many ways, CHS is a traditional company. There’s nothing wrong with that. Our heritage provides a solid foundation to build upon. However, everyone knows that the future is digital. Our customers expectations are ever rising when it comes to digital capabilities, and we must rise to meet them, then exceed them. Companies that serve their customers best win.

This is strategic

We don’t get customer loyalty just because want it. We have to earn it, every day. This of course isn’t just about technology. However, more and more, technology is a critical ingredient in the customer experience recipe. Companies have choices. They can focus internally. They can focus on external conditions. They can focus on the competition. All of these are good for awareness, but the market tells us that those companies that focus on customers will do well. I’m thrilled to be a part of something so strategic.

These are my roots

In my career, I am a digital native. Before joining CHS 5 years ago, I spent 16 years running digital platforms in the financial services industry. Honestly, the financial services industry is further along on the digital journey than the agriculture and energy industry. I built my career in a business context where digital was everything. We didn’t earn a dollar that didn’t flow through an online system. I’m comfortable in that position and am happy to help CHS lead our industry in that direction.

This is complex

CHS is by far the most complex business I’ve ever been a part of. Five years in, and I still have a lot to learn. We are in grain marketing, oil refining, refined fuels, renewable fuels, propane, processing, agronomy, lubricants, seed, crop nutrients, animal nutrition, crop protection, hedging, and financial solutions. That’s not the complete list. The trick is, not that we have all of these businesses, but that they all work together to provide a unique and compelling customer experience. This is what is required to empower agriculture. We must create the connections. It is our purpose.

This is no longer back-office

For better or worse, my role at CHS for the past 5 years has been mostly back-office. I’ve led the teams that engineer and run our technology platforms, not just for the customers, but also for Enterprise Resource Planning and employee productivity.

Now, for the first time at CHS, I get to be out front a bit more. Instead of just leading engineers, I get to lead business analysts, product delivery managers, and UX designers. I get to interact directly with the business and our customers. I’m ready for this challenge.

I have a lot to learn

Some of my readers know more about leading a Digital Customer Platform than I do. I’d love to hear your advice. I am all ears. Fortunately, I am not doing this alone. I have a great team and have great partners to help me succeed. Thank you for your support in this next chapter of my career and this next phase of customer success at CHS.

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