John Gilmore, Managing Partner, BarkerGilmore, discussed what it takes to succeed as a chief legal officer or general counsel in his presentation to Argyle's CLO membership at the 2016 Chief Legal Officer Leadership Forum in Washington, DC on June 21.
"There are so many different content sources that are out there and all of these content sources are creating content ... what ends up happening in the eyes of the customer, whether this was intention on our part or not — I would say it’s likely not — we end up getting a really fragmented experience. A lot of this is just due to the fact that we’re creating a lot of these content areas and silos."
"Identity has been a security thing, and it still is a security thing. Who these people are and locking down your stuff is still critical, but far more interesting and far more important ... is using identity to understand your customer behavior and to delight customers."
"The first thing is single identity across all your customers, all your employees; everything is absolutely critical. I bet you that if you’re thinking of your own businesses or your own customer base, it doesn’t happen very often. There are not a lot of big organizations that truly have a single view of the customer across because businesses have grown by acquisition; they've got another identity system over here."