An Inside Look at CVS Health's Experience Management Office

For anyone who's ever had an application reboot in the middle of a meeting, who waited days before they received access to a business critical application, whose computer shuts down whenever they try to upload software — this episode is for you.   Frank McAloon, VP of digital workplace and security delivery at CVS Health joins Get Reworked to discuss the cross-departmental coalition he built to improve the digital employee experience for their 300,000 colleagues. By moving these IT tasks under a bigger umbrella of leaders, he's connecting IT efforts to business results and speeding time to resolution. "Overall, the success that we're trying to have with the XMO is to reduce stress on our colleagues, making them more productive, making sure they are more streamlined in what they're doing and ultimately helping our clients and customers across everyone that works with CVS. The happier our colleagues can be and the more efficient they can be, the better it is for everyone," said Frank. Highlights of the conversation include: How he and the XMO office approach prioritization in an organization with more than 300,000 employees. How CVS Health is using AI to identify potential problem areas for colleagues. Why Frank sees a future where IT help desks are no longer needed.