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THE STRENGTH WITHIN THE RULES
There’s a common belief that rules hold businesses back. But when you look closely at the companies that thrive through disruption, a different story appears. They are not the ones that bend the rules to move faster. They are the ones that find strength in structure and build a culture where doing things the right way comes first. I once heard a business leader say, “Regulation doesn’t stop progress; it gives it direction.” That simple truth feels more relevant than ever today.
Across industries, uncertainty has become part of the landscape. New technologies, global markets, and shifting expectations make the path forward less predictable. Yet, the organizations that endure are those that stay grounded in values and disciplined in practice. They understand that trust is earned not through words, but through consistent action.
This month’s cover story features Jason Robinson, Chief Compliance Officer at Worldpay, who reflects this balance perfectly. His role is not only about following rules but ensuring that the company operates with integrity across its global operations. By working closely with teams across departments, Jason helps shape a culture where compliance is not seen as a burden but as a shared responsibility. His leadership shows that doing what’s right can also be what’s smart for long-term success.
In this issue of CXO Magazine, you’ll find insights from leaders and thinkers who are helping redefine how businesses grow responsibly. From discussions on ethical leadership to stories of resilience in uncertain times, each piece offers something worth reflecting on.
As you read through these pages, I hope you pause for a moment to think about what truly holds your organization together when things get tough. It’s not luck or speed. It’s the quiet strength that comes from clarity, consistency, and a commitment to doing things the right way. That’s where real resilience begins.
Enjoy Reading.
Sarath Shyam
CHIEF COMPLIANCE OFFICER, WORLDPAY
ENSURING
JASON ROBINSON
22 Michael Bell, Chief Marketing and People Officer, MailMyStatements Bridging Technology and Trust in the New Age of Marketing Leadership
38
Jotinujit, Customer Analytics & Insight and CRM Loyalty Director at CP Axtra Lotus’s Redefining Loyalty in the AI Age
16
Geoffrey Allars, Head of Customer Engagement, Bayer
Transforming Customer Experiences in Pharma
INTERVIEW
32
Jen Spencer, VP Privacy Compliance, NRC Heath
Navigating AI, Compliance, and Innovation in Modern Healthcare
48
Nadia Collette, Chief Commercial Acceleration and Transformation Officer, L'Oreal
Leveraging Technology for Beauty and Sustainability
INTERVIEW
54 Sarmista Mondol, Business Transformation and IBM Garage Leader, IBM
Transforming Workplaces with AI and Inclusion
60
Stéphane Le Dreau, Senior Vice President of Global Product Management & Sales Development, Nagravision
Creating Value through Innovation and Technology
JASON ROBINSON
CHIEF COMPLIANCE OFFICER, WORLDPAY
If Jason Robinson hadn’t become the Chief Compliance Officer of Worldpay, he might have been known for something entirely different: cricket. Growing up, he chased the dream of playing professionally for Warwickshire and Somerset. Cricket was everything for Jason back then. But when he was released, it became clear to him that he would not be able to make it at the professional level, he had to start again. That moment became the first turning point in a career that would eventually take him from sports fields to boardrooms, and into one of the most trusted compliance roles in the financial technology world.
After stepping away from cricket, Jason returned to university to build a new path. He began his corporate career at Sun Life Canada, where he undertook a number of roles gradually rising through the ranks. He then moved to Birmingham Midshires as Director of Savings and Investments, later becoming part of Lloyds Bank. His promotion to director there marked another defining moment.
Following the banking collapse, Jason joined TD Waterhouse / TD Ameritrade, then the UK’s largest online execution-only broker. This was his first experience in a heavily regulated environment.
“Providing customers with execution, settlement, and custody services demanded a deep understanding of regulations,” he recalls.
In 2012, FIS acquired part of that business as it expanded its Capital Markets division. Jason went on to serve as Chief Risk Officer and Chief Compliance Officer at FIS. When FIS acquired Worldpay, he became Deputy Chief Compliance Officer, overseeing matters outside the US.
On February 1, 2024, when Worldpay separated from FIS, Jason stepped into his current role as Chief Compliance Officer of Worldpay. “Transitioning from CEO of the Broker Dealer business line to risk and compliance was seen
Worldpay operates at a massive scale, handling transactions in multiple currencies and jurisdictions. With that comes a responsibility to prevent and detect financial crime throughout the ecosystem
as unusual at the time. But it gave me a new challenge and a completely different perspective on regulatory adherence,” he says.
Building a Culture of Compliance
As Chief Compliance Officer, Jason oversees a complex and far-reaching responsibility. He leads efforts to ensure regulatory adherence, manage risk, and foster a culture of compliance across Worldpay’s global operations. His work involves close collaboration with teams across the business to design and implement effective compliance programs and policies.
“By mitigating risks and building trust with our customers, partners, and regulators, we contribute to Worldpay’s long-term success,” Jason says. Worldpay operates at a massive scale, handling transactions in multiple currencies and jurisdictions. With that comes a responsibility to prevent and detect financial crime throughout the ecosystem. “This is a role that we undertake seriously and methodically,” he explains.
Jason points out that Worldpay’s mission is to help customers unlock their payments potential, which means navigating a highly complex and fast-changing environment. Jason ensures that every product and service meets the regulatory requirements of the markets in which they operate. “We have world-class product and commercial teams who are always coming up with something new. Ensuring we move at the same pace as a compliance function is very challenging. I am always pushing my team to be on top of the latest regulatory and industry developments to support responsible innovation,” explains Jason.
Jason believes that supporting innovation starts with understanding it. The first instinct when faced with something new is often to scrutinize it for risks and issues. But he takes a
more constructive approach. “By thoroughly examining and collaborating with legal, regulatory, risk, and other stakeholders, we can usually find a path ahead that satisfies everyone,” he shares.
He encourages his team to break challenges down and look at them from different perspectives. “I find that by enlisting experts to pull a challenge apart, you normally uncover something new,” he says. This approach helps them support innovation while maintaining the discipline and agility required to stay compliant.
Jason also prioritizes open communication. He believes collaboration is key to keeping teams aligned and ready to adapt to change. This mindset ensures that regulatory practices do not slow progress but instead enable it.
Navigating Global Compliance
Worldpay operates in 174 countries and processes payments in 135 currencies. Managing compliance across such a wide and varied landscape is a complex task. Jason approaches it with a clear and structured strategy that balances centralized oversight with local execution. “Some aspects need to be managed centrally to ensure efficiency and standardization, while others must be handled locally to account for time zone differences, language barriers, and specific national regulations. Getting this balance right is absolutely crucial,” he explains.
Jason sees compliance as the foundation of trust and security. By meeting regulatory requirements and building strong compliance programs, his team protects customer data and helps businesses operate with confidence. This focus has strengthened Worldpay’s reputation and supported lasting relationships with customers and partners.
One of the key initiatives led by Jason is enhanced oversight for specialist sectors. This approach was designed to address specific regulatory challenges in highly regulated industries. “For example, implementing enhanced oversight for sectors like cryptocurrency exchanges has allowed us to get comfortable with the regulatory requirements and ultimately resulted in significant commercial benefits,” he says.
For Jason, compliance is not about slowing down innovation but enabling it responsibly. His team continuously adapts their strategies
Jason sees compliance as the foundation of trust and security. By meeting regulatory requirements and building strong compliance programs, his team protects customer data and helps businesses operate with confidence
to support new verticals and evolving business models. They also use advanced financial crime detection software powered by AI to strengthen their compliance processes. “This proactive approach allows us to stay ahead of regulatory changes and maintain a high standard of compliance,” Jason notes.
Leading with Clarity and Collaboration
Jason leads and motivates cross-functional teams in one of the most complex and highly regulated industries. For him, clarity is the starting point. He believes people perform best when they
understand their roles and how they connect with others in the team. He says, “I like to start with a firm structure, ensuring that everyone knows what position they play in. If you put the right people in the right positions and they get used to a base structure, they will learn and be able to think critically and make informed decisions effectively.”
This focus on structure made an immediate impact after Worldpay’s separation. “When we conducted our first people survey after the separation, the aspect most people commented on and appreciated was knowing
their positions. This clarity resulted in the highest understanding of roles within the entire organization,” Jason recalls.
Jason often says that his leadership style is honed through his sporting experience. It is inclusive and collaborative, but above all, he believes in structure and in knowing one’s position and role within a team. He values diverse ideas and works to build a culture where everyone feels part of the collective. “I see our team as a collective, not just my team,” he says. He prioritizes open communication and makes sure everyone feels heard and respected.
He admits he feels disappointed when issues are escalated unnecessarily. “I get disappointed where I need to step into a situation that our team cannot solve without escalating,” he says. He also expects preparation. “I get disappointed by those that don’t do the preparation for the meeting. This is the meeting before the meeting.” Jason spends time on the details, working through problems alongside his team and listening to their ideas. He believes this approach helps build trust and strengthens decision-making.
To him, an inspiring leader is someone who empowers others and creates a culture of trust and innovation. Throughout his career, Jason has learned from many leaders who shaped his approach. One of them stands out. “One particularly inspiring leader was my very first, Mike Elliott, who was clever, sophisticated, and inclusive. He taught me the foundational rules of Canadian / USA companies which has stood me in good stead tremendously well. He always found a way through challenges and allowed everyone to have a voice. I strive to embody these qualities by learning from all the great leaders I’ve had and applying their lessons to my leadership approach,” Jason says.
Jason hopes his work will help set a new standard in the industry. He wants to show that compliance can be both rigorous and adaptable, and that it can drive progress instead of holding it back
Shaping the Future of Compliance
Jason is clear about the kind of legacy he wants to build as Chief Compliance Officer of Worldpay. He takes a long-term view of leadership and believes every stage of his career should contribute to lasting progress. He says, “Often, compliance can leave behind legacy issues that future leaders must address. My goal at Worldpay is to ensure that one day, when I eventually step aside, there are no such issues for my successor. By proactively addressing current challenges and maintaining a high standard of compliance, I aim to create a seamless foundation for the next generation of leaders.”
He knows this will not be easy in such a fast-moving sector. “I am realistic enough to understand that in this fast-paced sector this is a very big challenge,” he adds. Jason hopes his work will help set a new standard in the industry. He wants to show that compliance
can be both rigorous and adaptable, and that it can drive progress instead of holding it back. “Ultimately, I want to contribute to an industry-wide culture where compliance is integral to innovation and growth,” he says.
Looking ahead, Jason is optimistic about what lies ahead for Worldpay. The company’s acquisition by Global Payments opens the door to new opportunities and scale. “It will give the opportunity for two tremendous companies to come together and solve nearly every payment need for businesses, whether they be small, medium, or large,” he says.
He sees the combined strengths as a powerful match. “The Worldpay Enterprise solution is one of the most sophisticated in payments. Added to Global Payments’ undoubted excellence in the world of small and medium business, it presents a compelling combination. It will be very exciting,” concludes Jason.
Transforming Customer Experiences in Pharma
Geoff Allars is a seasoned leader in the pharmaceutical industry with over 20 years of experience driving customer engagement and team performance. Known for his passion for coaching and mentoring, Geoff empowers individuals to exceed their potential and fosters cultures of accountability and growth. He thrives on connecting with clinicians, shaping meaningful customer experiences, and leading with resilience and humility. Geoff is committed to continuous personal and professional development, with aspirations to broaden his impact globally by leading diverse teams. His leadership is grounded in purpose, adaptability, and a deep belief in the power of people to create lasting change.
Recently, in an exclusive interview with CXO Magazine, Geoff shared insights on his professional trajectory and highlighted his passion for coaching teams and creating meaningful customer interactions. He also shared his favorite quote, personal hobbies and interests, future plans, words of wisdom, and much more. The following excerpts are taken from the interview.
Geoffrey Allars
Head of Customer Engagement, Bayer
Hi Geoffrey. What inspired you to pursue a career in customer engagement and healthcare?
I never set out with a specific title or role in mind — what really drew me in was the opportunity to make a meaningful impact. I was looking for a professional sales role that I could be proud of, and the pharmaceutical industry offered exactly that. Over the years, it’s given me incredible opportunities to grow, learn, and contribute in ways that matter.
What continues to inspire me is the chance to be out in the field with clinicians, having real conversations and understanding their challenges. I genuinely enjoy helping our team support healthcare professionals and ultimately improve outcomes for patients. That sense of purpose has stayed with me throughout my career.
What do you love the most about your current role?
What I enjoy most is the opportunity to coach and support teams — helping people grow, improve, and reach their potential. There’s something incredibly rewarding about seeing others develop and succeed, especially when you’ve played a part in enabling that.
I also really value the chance to help shape how Bayer engages with customers. It’s not just about delivering products; it’s about creating meaningful interactions that add real value to clinicians and patients. Being part of that journey, and contributing to how we evolve our approach, is something I find genuinely fulfilling.
What role do you think analytics plays in driving CX insights and decisionmaking, and how do you approach analytics in your work?
Analytics plays a critical role in how we understand and improve customer experience. Today, it’s simply not enough to rely solely on the knowledge and intuition of our customerfacing teams — as valuable as that insight is, it needs to be complemented by robust data. Analytics allows us to uncover patterns, cater to individual differences, and make informed decisions that drive meaningful engagement.
In my work, I see analytics as a tool to continuously evolve our go-to-market strategies. It helps us move from assumptions to evidencebased actions, ensuring that we consistently deliver experiences that are relevant and valuable to clinicians. Ultimately, it’s about
Today, it’s simply not enough to rely solely on the knowledge and intuition of our customer-facing teams — as valuable as that insight is, it needs to be complemented by robust data
combining human insight with data-driven intelligence to better serve our customers and improve patient outcomes.
What do you believe are the most important qualities for a leader in customer engagement to possess?
For me, it starts with self-awareness. Whether you're in customer engagement or any other leadership role, you need to understand yourself first — your blind spots, your triggers, and how open you are to feedback and growth. If you can’t lead yourself, it’s very hard to lead others.
Beyond that, I think resilience and humility are essential. You don’t need to be the smartest person in the room — in fact, great leaders create space for others to shine. It’s about being a catalyst for bold decisions, encouraging your team to take risks, and supporting them through the ups and downs. That’s how you build trust, drive innovation, and create real impact.
What has been your most careerdefining moment that you are proud of?
For me, the most defining moments haven’t been about awards or titles — they’ve been about people. It’s when I’ve seen individuals grow and achieve far more than they ever thought possible. To have played even a small part in someone’s development — whether through coaching, mentoring, or simply believing in them — those are the moments that stay with me.
There’s something incredibly powerful about watching someone step into their potential. Being part of that journey is what I’m most proud of, and it’s what continues to motivate me as a leader.
Is there a particular person you are grateful for who helped get you to where you are?
I’ve been fortunate to have had many incredible leaders support and guide me throughout my career. But if I had to name one person who truly made a defining impact, it would be Mark Geard. He gave me my first opportunity in the industry — at a time when very few people believed a school teacher could successfully transition into a pharmaceutical sales role.
Mark saw something in me that others didn’t, and he backed that potential. That belief opened the door to a career I’m incredibly proud of, and I’ll always be grateful for the trust he placed in me. It was a turning point that shaped everything that followed.
What
is your favorite quote?
One quote that’s always resonated with me is: “Out of adversity come great things.” I’m not even sure who originally said it, but I deeply believe in its truth. Every failure, challenge, or setback I’ve faced has ultimately led to a new opportunity — whether it’s a lesson, a shift in perspective, or a chance to grow.
You don’t always see it in the moment, but looking back, those difficult experiences have often been the most formative. They’ve shaped who I am as a leader and as a person, and I try to carry that mindset with me in everything I do.
What are your passions outside of work?
Outside of work, my biggest passion is being the best husband and father I can be. I know it sounds like a bit of a cliché, but for me, it’s a constant journey of growth. I really believe in challenging yourself — doing things that push
Success in customer engagement today isn’t just about what you know; it’s about how well you connect with people, how adaptable you are, and how effectively you can operate in a constantly changing environment
you outside your comfort zone — because that’s where real development happens.
I still train hard, try to eat well, and (with varying success!) aim to drink a little less red wine. But at the heart of it, I believe that if you’re
not striving to be the best version of yourself, it’s hard to ask that of others — whether at home or in a leadership role.
Where do you see yourself in the next 5 years?
Over the next five years, I want to continue expanding my capabilities as a leader and have a broader impact across a larger group or region. I’m passionate about growth — both personal and professional — and I’m excited by the idea of stepping into new challenges that stretch me.
One aspiration I have is to work in another country and lead diverse teams. I think there’s so much value in different perspectives and ways of working, and I’d love the opportunity to contribute in a global context while continuing to learn and evolve as a leader.
What advice would you give to someone looking to break into the customer engagement and healthcare industry?
The industry is evolving rapidly, and we need people who can adapt just as quickly. My advice would be to develop the ability to fail fast — to learn from setbacks, pivot, and keep moving forward. Success in customer engagement today isn’t just about what you know; it’s about how well you connect with people, how adaptable you are, and how effectively you can operate in a constantly changing environment.
Being people-focused is key. The ability to build trust, listen deeply, and respond with empathy and insight is what sets great professionals apart. If you can combine that with a mindset of continuous learning and resilience, you’ll thrive in this space.
Michael Bell Chief Marketing and People Officer,
CHIEF MARKETING OFFICER
Bridging Technology and Trust in the New Age of Marketing Leadership
Michael Bell has always believed that great leadership begins with great storytelling. Early in his career, he stepped into the world of sales, where clear communication and genuine empathy were essential. That frontline experience shaped his understanding of customers and taught him that every meaningful relationship begins with listening. Over time, that lesson evolved into a lifelong passion for strategy and brand building. It eventually led him into marketing, where he built highperforming teams focused on identity, digital engagement, and measurable growth.
As his career progressed, Bell saw a deeper truth take shape: a company’s message and its culture are two sides of the same coin. The way an organization speaks to its customers should reflect how it supports its people. That realization became the bridge between marketing and human resources, guiding his journey toward a unified leadership role. Today, as Chief Marketing and People Officer at MailMyStatements, he brings both disciplines together to align external brand perception with internal purpose. “At MailMyStatements, I’ve had the privilege of combining both marketing and people leadership into a unified
role that drives both external brand perception and internal team alignment,” he shares.
Empathy, clarity, transparency, and accountability define Bell’s leadership philosophy. He views leadership not as a position of power, but as a responsibility to serve. “I believe in servant leadership— being present, listening actively, and empowering others to lead,” he explains. His approach is to create spaces where people feel heard, challenged, and supported. Under his guidance, teams are encouraged to dream bigger, learn continuously, and pursue excellence with purpose.
No two days are the same in Bell’s world. Balancing the demands of marketing and HR requires both agility and focus. His mornings often begin with a deep dive into marketing performance metrics, reviewing campaign effectiveness, and aligning strategies with sales and revenue objectives. Later in the day, his attention shifts to people operations; mentoring team members, guiding hiring discussions, or shaping company culture initiatives. The variety, he says, keeps him grounded in both the data and the human side of leadership.
For Bell, success is built on balance and intentionality. He focuses his energy on what drives the greatest impact: in marketing, strategies that elevate patient engagement and provider success; in HR, initiatives that nurture growth, motivation, and performance. He is deliberate about protecting time for strategic reflection and one-on-one conversations, ensuring his leadership remains thoughtful, not reactionary.
“While my day is never the same, the common thread is alignment,” shares Bell. Whether it’s bridging marketing and sales,
Whether it’s bridging marketing and sales, connecting people and culture, or balancing near-term execution with long-term vision, Bell’s focus remains steady
connecting people and culture, or balancing nearterm execution with long-term vision, Bell’s focus remains steady. “That’s how I balance both roles effectively,” he adds.
Leading with Agility in a Regulated World
In healthcare technology, innovation often meets its greatest test in compliance. Striking the right balance between creativity and regulation is not just a strategic choice but a daily discipline. For Bell, standing out in an increasingly crowded digital space demands creativity and consistency.
“Ensuring our messaging resonates across diverse audiences, from providers to patients, is an ongoing effort” he says. Since the pandemic, many marketing leaders have faced new realities like tighter budgets, evolving patient expectations, and a faster technology cycle. For Bell, these challenges have only reinforced the need for agility and foresight.
At MailMyStatements, that foresight begins with alignment. Marketing and sales move in step, guided by shared goals and a unified vision. Campaign planning is collaborative from the outset, ensuring every initiative supports revenue growth while strengthening customer relationships. Integrated technology keeps both teams connected in real time, tracking lead quality, pipeline progress, and performance with precision. The result is a culture where partnership drives performance.
Innovation, for Bell, must always be both bold and responsible. In a regulated industry, compliance is not a constraint but a compass. “Innovation is essential, but it must be thoughtful and compliant. Innovation is how we stay ahead” he explains.
Personalization plays a central role in that approach. By tailoring messages that resonate with
By tailoring messages that resonate with both providers and patients, MailMyStatements ensures that every interaction feels relevant and reliable
both providers and patients, MailMyStatements ensures that every interaction feels relevant and reliable. This combination of empathy, adaptability, and accountability has made its marketing strategy resilient and effective, capable of growing through change, not just surviving it.
The Power of Story and Alignment
Every great brand is built on two foundational pillars: story and strategy. For Michael Bell, content marketing and sales alignment are inseparable forces that drive MailMyStatements’ growth. “Content is how we tell our story and build trust, while alignment ensures that our messaging translates into meaningful conversations and conversions,” he shares.
Bell believes that the most effective marketing begins with customers. “One of my favorite quotes is, ‘Listen to your clients, not your competitors,’” he says. “In B2B marketing, your strategy should always be designed around your client’s success.” This client-centric mindset has shaped every major campaign under his leadership.
A prime example is the launch of BillingCycle Plus ®, a standout initiative that blended creativity, data, and storytelling. The campaign combined targeted email outreach, interactive demos, SMS engagement, social media visibility, and a strategic press release highlighting the platform’s AI and ML capabilities. Paired with tailored video content and thoughtful cross-linking across service pages, the launch became more than a product announcement; it was a conversation starter. The results spoke volumes: demo conversions climbed, client engagement deepened, and adoption spread across multiple healthcare segments. Providers praised the platform’s simplicity and scalability, while patients embraced its personalized experience.
For MailMyStatements, digital transformation is not about abandoning legacy strengths, but expanding upon them. BillingCycle Plus ® reflects that philosophy perfectly. Designed to complement third-party systems, it empowers patients to choose how they receive and manage their bills, offering flexibility without sacrificing security. “We’ve leaned into digital transformation while staying true to our roots in secure, reliable billing,” Bell explains.
The company’s HITRUST certification and seamless merchant vendor integration further demonstrate its dedication to excellence and
trust. Each innovation reinforces a brand promise built on reliability, not rhetoric.
Building the Digital Bridge in Healthcare Finance
The future of healthcare financial communication is unmistakably digital. Patients today expect the same simplicity and security from their billing experiences that they receive from their favorite consumer platforms. They want convenience, clarity, and control delivered through channels they already use. Recognizing this shift, MailMyStatements is leading the
By leveraging automated, timely SMS notifications and payment reminders, MailMyStatements is guiding patients through their billing journey with ease and transparency
charge toward a more connected, patient-first digital ecosystem. “Patients increasingly expect billing experiences that mirror the convenience of consumer platforms—mobile-first, intuitive, and secure. Our role is to meet them where they are,” Bell explains.
One of the clearest signals of this shift is the growing dominance of SMS-based communication. With text messages achieving a 98% open rate and 83% of patients expressing a preference for text communication, the opportunity is undeniable. MailMyStatements’ flagship platform, BillingCycle Plus ®, is built around this insight. By leveraging automated, timely SMS notifications and payment reminders, the company is guiding patients through their billing journey with ease and transparency.
But convenience alone isn’t enough. Patients also expect choice. MailMyStatements has responded with a suite of customizable communication preferences, allowing users to decide how they receive and manage their bills. Whether it’s secure SMS statements, personalized payment plans, or AI-powered chatbot support, the goal is the same: reduce confusion, improve collections, and strengthen trust.
Looking ahead, the company is preparing for deeper levels of digital integration. Realtime analytics, automated SMS payment reconciliation, and advanced engagement tracking will soon empower providers with sharper insights and faster decisionmaking. “These innovations allow us to help providers optimize communication strategies, improve financial outcomes, and maintain full compliance,” Bell notes. The company’s HITRUST-certified infrastructure ensures that every new layer of capability is built on a foundation of security and integrity.
For MailMyStatements, the shift to digital is not a trend but a strategic imperative. Platforms like BillingCycle Plus® represent only the beginning of what’s possible. “We’re just scratching the surface. Over the next few years, I see MMS emerging as a leader not only in statement processing but in offering a comprehensive suite of digital-first solutions that simplify, accelerate, and elevate the patient billing experience,” Bell shares.
As for Bell, the journey ahead is as personal as it is professional. He remains deeply engaged in shaping the brand’s presence, strengthening its culture, and guiding its evolution. “Balancing innovation with compliance while driving measurable growth is a challenge I truly enjoy,” he reflects. It’s this blend of strategic foresight and authentic leadership that positions both Bell and MailMyStatements at the forefront of healthcare’s digital future.
Leading with Curiosity, Clarity, and Heart
Great marketing teams are built, not assembled. For Bell, the foundation of a modern content marketing team lies in three core traits: curiosity, adaptability, and a mastery of language. These qualities, he believes, fuel both creativity and credibility. “I look for curiosity, adaptability, and a firm grasp of language. Those are the cornerstones of how we think, write, and connect,” he says.
Once the right people are on board, Bell’s focus turns to empowerment. Mentorship, cross-training, and ownership are central to his leadership philosophy. Every team member is encouraged to take initiative, make decisions, and see projects through from concept to execution. Marketing technology plays a supporting role, streamlining workflows and
Guided by consistent communication, empathy, and accountability, Bell's team has cultivated a culture that moves quickly, innovates confidently, and grows together
enabling a lean team to operate with speed and impact.
Continuous learning is another pillar of his approach. Certifications, workshops, and peer collaboration are embedded into the team’s rhythm. By investing in professional growth, Bell ensures that innovation isn’t just a strategy, but a habit. For him, effective leadership begins with clarity and trust. When people understand
why their work matters and feel empowered to contribute, they flourish. “Clarity and trust are the foundation of effective leadership. When teams understand the purpose behind their work and feel empowered to contribute, they thrive,” Bell affirms. Guided by consistent communication, empathy, and accountability, his team has cultivated a culture that moves quickly, innovates confidently, and grows together.
Being recognized as one of the Most Influential CMOs of 2025 is both an honor and a humbling milestone for Bell. It signifies more than professional validation as it underscores a deeper responsibility. “Professionally, it’s a reminder of the responsibility I carry to lead with integrity, inspire others, and keep pushing the boundaries of what marketing can achieve,” he reflects. Yet, he’s quick to attribute this recognition to his team. “It’s a reflection of the collective effort of the fantastic people at MailMyStatements.”
As he looks to the next generation of marketing leaders, Bell offers advice rooted in authenticity and action. “Start with storytelling. Understand your audience deeply and build trust through honesty. Don’t chase every trend; focus on what aligns with your mission. And most importantly, invest in people. Your team is your greatest asset.”
He adds a timely reminder for a world reshaped by technology: “AI is here, and it’s a tool, not a full-time marketer. Stay true to your authentic approach to creativity. Lead with empathy, stay curious, and never stop learning.” In Bell’s world, leadership is not about standing above others, but standing beside them; guiding with vision, serving with purpose, and always, always staying human.
Navigating AI, Compliance, and Innovation in Modern Healthcare
Jen Spencer is the VP Privacy Compliance at NRC Health. In this role, Jen is responsible for all aspects of cybersecurity (HITRUST/AI Security Certification), privacy (HIPAA), and governance risk and compliance (GRC) strategy, budgetary, and operational aspects. She and her team also support vendor management (Supply Chain Risk), contractual review (State and Federal Regulations and AI Data Governance and Risk Committee. She is also an active member in InfraGard where she was accepted into the FBI CISO Academy, Women in Bio, where she presented on Allyship in STEM and Life Sciences | Events as well at HIMSS for Interoperability. She is an adjunct Professor of 20+ years for RIT (eMBA Strategy, Liberal ArtPublic Policy, Golisano- Cybersecurity and Ethics) and through Virginia’s Governor High School and the University of Virginia.
Recently, in an exclusive interview with CXO Magazine, Jen shared insights into her background, interests and perspectives on cybersecurity, privacy and IT auditing. Jen also spoke about her career-defining moment of earning her eMBA, her mentors like Dr. Luther Troell, and her favorite quote from C.S. Lewis: "You're never too old to set another goal or to dream a new dream". She further shared her future plans, pearls of wisdom, and much more. The following excerpts are taken from the interview.
Jen Spencer
VP Privacy Compliance, NRC Heath
By building proactive, risk-based audit frameworks that support innovation, we can create both resilience and agility—making us better prepared for whatever risks come next
Hi Jen. Please share your background and areas of interest.
Hi, I’m Jen Spencer. I bring 25+ years of experience across cybersecurity, privacy, GRC, auditing, and—most recently—AI. I hold a BS and MS in IT and Security, along with an eMBA in Strategy and Innovation, and an advanced paralegal certificate in healthcare. Over the years, I’ve also earned 15+ industry certifications spanning auditing and security. I’m inherently a teacher and mentor and for more than 20 years, I’ve had the privilege of guiding high school students, undergrads, and graduate learners. My interests are vast, but I’ve
always been drawn to the intersection of public policy, regulation, and the evolving threat landscape. Through auditing and risk, I focus on how these forces shape—and challenge—the way we build secure, resilient systems.
What do you love the most about your current role?
I’m not sure there is only one thing that I love about my current role. From a leadership perspective, I’m a service leader and focus on growing and empowering my teams to work smarter not harder. I wouldn’t be successful and where I am now without them. I also love the
collaboration and partnerships that exist within IT and the business. True partnerships are the only way to succeed knowing the balance needed to best support the organization.
What do you see as the biggest opportunities or challenges facing the field of IT auditing and risk management in the next 5-10 years, and how do you plan to address them?
One of the biggest opportunities in IT auditing and risk management is using AI and automation to improve threat detection, compliance, and efficiency. Of course, that only works if risk and audit committees—and the Board—are on board. At the same time, the pace of change in cyber threats, regulations, and new technologies makes this work tough. I’ve always been a lifelong learner, and I know how important it is to adapt rather than resist change. For me, the best approach is to embrace challenges headon, learn through experience, and bring IT and business teams together. By building proactive, risk-based audit frameworks that support innovation, we can create both resilience and agility—making us better prepared for whatever risks come next.
What role do you see technology playing in enhancing business operations and driving growth?
Technology has become such a key driver for businesses today. It makes things run smoother, saves time and money, and helps us make smarter decisions with data. It gives us a clearer picture of what customers and partners really want, helps us use resources better, and sparks innovation. Tools like AI, cloud, and advanced analytics aren’t just buzzwords—
they’re opening new doors, improving customer experiences, and helping companies scale faster than ever. The real difference comes when businesses adopt these tools with purpose. That’s how you stay competitive and agile. What has been your most careerdefining moment that you are proud of?
That’s a tough question—there are so many milestones along the way, and my path has been anything but linear. But if I had to choose, I’d say earning my eMBA is what I’m most proud of. It pushed me beyond IT and auditing, expanded my skillset, and immediately created opportunities for networking, teaching, and new work in the industry, but the accomplishment wasn’t just about the degree—it was about the journey. Balancing work, school, and family life wasn’t easy, yet it became one of the most rewarding parts of the experience. My boys watched me navigate late nights, tough deadlines, and constant juggling, and I hope they saw that learning is really about growth and perseverance. It’s a lesson I carry with me every day—and one I want them to carry, too.
Is there a particular person you are grateful for who helped get you to where you are?
I’ve been fortunate to have many mentors who’ve guided, inspired, and supported me along the way. One who left a lasting mark on my life was the late Dr. Luther Troell. He wasn’t just a cornerstone of my education— he helped me navigate career decisions and reminded me of the importance of worklife balance. As a true Southerner, he had a favorite saying: “that dog don’t hunt.” It was his way of telling me to rethink a choice or direction. Sometimes I listened, sometimes I
Education, training, degrees, licenses, and certifications can help move your career forward, but the real growth comes from experience
didn’t—but even in those moments, I learned that failure is often the greatest teacher on the road to success.
What is your favorite quote?
As a lifelong Bills fan, I’ve got to go with a Josh Allen favorite: “Be good, do good, God bless, and Go Bills!” But one quote I come back to often—whether with my teams or with my students—is from C.S. Lewis: “You’re never too old to set another goal or to dream a new dream.” It’s such a powerful reminder that growth and possibility are always within reach.
What are your passions outside of work?
I am a huge believer is mentoring and paying it forward so with that said I’m heavily involved in teaching at the high school and undergraduate/ graduate level and volunteering my time to organization’s who need audit/risk guidance. As an inherent teacher, I also teach yoga and wine. I’ve taught yoga for over 10 years and am WSET 2 level certified. They are the perfect way to decompress after a tough day of audit and risk.
Where do you see yourself in the next 5 years?
I plan to pursue both a JD and a PhD— simultaneously focusing my JD on privacy and intellectual property, and my PhD on strategy and innovation or cognitive science. It’s a big goal that will take at least five years (and probably a bit more), but one I’m excited to take on.
What advice would you give to professionals looking to enter the field of IT auditing and risk management?
The best advice I can give is that this work is truly hands-on—it’s a “learn in the trenches” kind of role. Education, training, degrees, licenses, and certifications can help move your career forward, but the real growth comes from experience. Every project teaches you something new—the little nuances you pick up along the way become part of your toolkit. And over time, that toolkit grows into something powerful that you can use in any area of IT auditing and risk management.
Punnic Jotinujit
Customer Analytics & Insight and CRM Loyalty Director at CP Axtra Lotus’s
Redefining Loyalty in the AI Age
Punnic Jotinujit, Customer Analytics & Insight and CRM Loyalty Director at CP Axtra Lotus's, is a leader who uniquely understands data in today's marketplace, where loyalty is built on trust and emotion, not just transactions. With more than two decades of experience spanning omni-channel retail, consumer banking, digital payments, innovation management, and e-commerce across the Asia Pacific region, including Australia, Punnic has built his career on a simple yet powerful belief: data should serve people, not the other way around.
“My passion for data began when I realized how it could solve real business challenges,” he says. That passion traces back to his early years in engineering, specifically in Japanese computer manufacturing, where discipline and precision were ingrained into his professional DNA. The experience taught him to identify problems systematically, design scalable processes, and uncover root causes through evidence, not intuition. Describing a cornerstone of his leadership, he explains, “If we don't have historical data, we can't identify the root cause, and therefore, we can't solve the problem.”
Punnic's achievements strengthened his belief that success in MarTech comes from turning data into actionable decisions that result in positive, tangible customer experiences and delight
That analytical mindset propelled Punnic into the financial industry, where he spent seven transformative years at Citibank, working across multiple countries in Asia-Pacific and Australia. There, he saw firsthand how transactional data could be used to influence behavior, motivate customers, and even shape financial outcomes. “In retail banking, data is crucial to every business decision. I learned how advanced analytics could make people happy when they receive rewards or even make them go deeper into debt,” he notes. It was an insight that sharpened his sense of responsibility toward ethical and customer-centered analytics.
His next chapter at Siam Commercial Bank (SCB) marked a pivotal shift from back-end analytics to customer-facing marketing. By merging data science with marketing strategy, he led initiatives that transformed how campaigns were built and measured, earning multiple accolades from MasterCard and VISA, including recognition for an innovative Virtual Card project. His achievements strengthened his belief that success in MarTech comes from turning data into actionable decisions that result in positive, tangible customer experiences and delight.
But it was in retail that Punnic found his most compelling canvas. “Unlike other industries, retail collects a deeper level of information, from SKU data and timing to detailed consumption patterns. That gives us a rich understanding of a customer’s lifestyle and life stage, allowing us to connect with them on a much deeper level,” he explains. This realization guided his move to The Mall Group, where he led CRM, Data
Analytics, and Innovation teams to reimagine customer engagement in Thailand’s dynamic retail landscape.
Under his leadership, the team launched M Chat-N-Shop, a first-of-its-kind conversational commerce platform on LINE that transformed how Thai consumers interacted with their favorite brands. When the COVID-19 pandemic disrupted traditional retail, Punnic and his team responded by creating a virtual department store in Siam Paragon shopping experience, allowing customers to browse, explore, and shop online as if they were walking through the country’s most prestigious mall.
That period became a turning point for Thai retail innovation. The Mall Group’s vision to be the most admired shopping destination was anchored in creativity and forward-thinking. Recognizing the rapid rise of immersive technologies, Punnic led the development of Mniverse, Thailand’s first retail metaverse.
Across his career in banking, retail, and e-commerce, Punnic has witnessed how MarTech has evolved from being a marketing tool to becoming the heartbeat of customer relationships
For him, success meant staying true to the core idea of connection, not just chasing the latest trends. “The more we can personalize, the more emotional connection we build with our customers,” he says.
Across his career in banking, retail, and e-commerce, Punnic has witnessed how MarTech has evolved from being a marketing tool to becoming the heartbeat of customer relationships. Loyalty today, he observes, is
no longer transactional but emotional. “We’ve moved from a single, generic approach to a hyper-personalized and data-driven one. From mass offers to meaningful personalization. From reactive engagement to proactive anticipation,” he explains.
As the world of customer analytics continues to evolve, Punnic stands at the intersection of data, emotion, and innovation, a place where insight turns into impact, and technology
becomes a bridge to deeper human connection. His journey reflects not just mastery in MarTech, but a larger truth: that the future of customer loyalty will belong to leaders who understand both numbers and the nuances behind them.
Redefining Personalization in the AI Economy
Across Southeast Asia, where social media is not just a pastime but a way of life, digital commerce is evolving at remarkable speed. With platforms like Facebook, TikTok, and LINE becoming shopping destinations in their own right, the region has emerged as a proving ground for how artificial intelligence can redefine customer engagement. Major marketplaces
dominate the landscape, while social commerce thrives through influencers and community-led buying. In this climate, brands compete not only for attention but for emotional relevance.
“Consumers in this part of the world tend to be less concerned about privacy and trust, as long as they receive superior experiences and services,” observes Punnic, who has seen this shift firsthand. His comment captures a subtle truth: in markets driven by convenience and speed, loyalty is increasingly earned through the quality of engagement rather than the protection of data. Yet, for Punnic, that doesn’t diminish the ethical responsibility of brands.
“In the age of AI-driven CRM, the cornerstones of effective personalization are transparency
and responsibility. Brands must build trust by clearly explaining what data they collect and why,” he explains.
This philosophy is now crucial due to the rise of Explainable AI (XAI), which ensures that algorithms are not "black boxes" but tools whose logic can be understood by customers, regulators, and developers. As AI becomes the engine of personalization, Punnic believes that clarity and ethics are as essential as innovation itself.
But turning data into meaningful action remains a universal struggle. Many brands collect terabytes of customer information, yet few manage to translate it into measurable business outcomes. Punnic approaches this challenge with a clear framework shaped by experience across sectors. “Turning data into action requires three key components: creative data collection, creative campaigns, and creative customer journeys,” he says.
Punnic says creative data collection needs smart partnerships to gather a complete 360-degree view of the customer, not just basic first-party data. This data then powers creative campaigns that deliver personalized, timely, and relevant messages. Most importantly, creative customer journeys must blend technology (automation) with local culture and emotional context. As he puts it, "AI can automate, but it's the marketer's job to add the art."
Under leaders like Punnic, loyalty programs have evolved far beyond simple points and rewards. Today’s programs weave behavioral incentives, gamification, and predictive analytics into a single ecosystem that anticipates customer needs. AI now drives every stage of the journey, from prediction to personalization, creating experiences that feel intuitive rather than engineered. The shift, he explains, is strategic:
Under leaders like Punnic, loyalty programs have evolved far beyond simple points and rewards. Today’s programs weave behavioral incentives, gamification, and predictive analytics into a single ecosystem that anticipates customer needs
brands are moving toward subscription-based loyalty models where customers pay for premium experiences, ensuring deeper engagement and longterm value for both sides.
Younger generations are accelerating this transformation. To win over Gen Z and Gen Alpha, brands must design experiences that align with their values, not just their wallets. “They care deeply about social and environmental consciousness. Loyalty programs should let members use their points for charitable donations or sustainability initiatives. When customers can contribute to causes they care about, the connection with the brand becomes much deeper,” Punnic notes.
In this emerging landscape, where AI drives personalization and purpose drives loyalty, Punnic’s leadership philosophy stands out: true innovation lies not in how much data you collect, but in how meaningfully you use it. For him, technology should make brands more human, not less.
As companies across Southeast Asia race to personalize every interaction, his message serves as both insight and warning: the future of MarTech will belong to those who understand that empathy, not algorithms, is the ultimate competitive advantage.
Leading with Purpose in a Data-Driven World
For Punnic, leadership is not about staying comfortable in what works; it is about daring to redefine what’s next. In an industry where technology evolves faster than job titles can keep up, his philosophy is simple yet powerful: Do it first. Fail fast. Move quickly.
“I believe that in order to innovate, you must create a culture where people are empowered to be pioneers. That means taking the initiative to try new things before anyone else, learning from the inevitable stumbles along the way, and
then iterating rapidly,” he says. It is a rhythm of action that prioritizes experimentation over perfection and progress over predictability. For him, leadership is not about having all the answers but creating an environment where curiosity drives collective intelligence.
This principle has guided his teams through some of the most transformative years in customer analytics and loyalty innovation. In an era defined by disruption, Punnic sees agility not as a buzzword but as a discipline. Moving quickly, he explains, is not about rushing; it is about adapting with purpose. “Bold action always comes with risk, but hesitation costs far more,” he adds with characteristic conviction.
As someone who has worked at the intersection of technology, creativity, and business strategy for over two decades, Punnic believes MarTech offers one of the most promising career paths for young professionals. “It’s where data meets imagination and where business decisions are increasingly driven by customer empathy,” he explains. His practical advice to the next
generation is to master three skills: data literacy, technological fluency, and communication.
Punnic breaks it down with precision. First, understand how to turn raw data into meaningful insight through analytics and visualization. Second, get comfortable with the tools that drive modern marketing, from automation platforms to social analytics. And finally, master the art of storytelling with data. “It’s not enough to know the numbers. You have to translate them into decisions people can act on,” he says.
Beyond skill-building, Punnic’s larger vision for CRM and loyalty extends into the ethical and emotional dimensions of technology. He wants to move the conversation from purely transactional metrics to relationships built on trust and shared values. “My goal is to help companies build genuine, lasting relationships with their customers by using technology as a tool for deeper connection,” he explains. It is a philosophy that humanizes the digital experience, placing empathy at the core of engagement.
Punnic envisions loyalty ecosystems that support sustainability and local causes, allowing customers to redeem points not just for products, but for progress
That philosophy has inspired several initiatives under his leadership. At CP Axtra Lotus’s, he and his team have reimagined loyalty not as a reward system but as a way to enhance well-being. “For consumers, CRM and loyalty programs must do more than promote smart shopping; they need to contribute to healthier families,” he says. One example is a mission-based gamification campaign that encouraged customers to purchase more fruits, vegetables, and nutritious products. The concept turned shopping into a purpose-driven activity, rewarding habits that benefit individuals and their communities alike.
This same principle of purpose extends into broader impact. Punnic envisions loyalty ecosystems that support sustainability and local causes, allowing customers to redeem points not just for products, but for progress. “Programs should allow members to use their points for charitable donations or sustainability initiatives. That’s how brands build a deeper emotional connection—by making customers part of something meaningful,” he says.
Punnic’s outlook is both visionary and deeply human. He understands that in the evolving world of MarTech, technology is only as powerful as the intent behind it. He sees the future of loyalty in designing systems that inspire improved customer choices, stronger bonds, and more conscious communities, rather than just anticipating behavior.
As the conversation draws to a close, his message to business leaders is clear: innovation begins where empathy meets action. The leaders who thrive will be those who balance precision with purpose, data with humanity, and speed with responsibility. And in that balance, leaders like Punnic Jotinujit are quietly shaping what the future of customer engagement will look like; intelligent, ethical, and unmistakably human.
Leveraging Technology for Beauty and Sustainability
Nadia Collete is the first Chief Commercial Acceleration and Transformation Officer in Canada. She has more than 20 years of experience at L’Oréal Canada, working in the cosmetics industry with record breaking results in both Brick and Mortar and E-Commerce. Throughout her career, she has developed a notable commercial experience through her various roles as Key Account Manager, Trade Marketing Director, National Account Director, before becoming the role of Vice President of Sales for Consumers Product Division in 2019. With a strong knowledge in E-commerce and Operations, Nadia is also professionally skilled in Marketing, Consumer Products, Planograms, and Cosmetics. Passionate about people, she is a motivating manager who coaches, mentors and connects with all.
Recently, in an exclusive interview with CXO Magazine, Nadia shared insights into her career journey, leadership philosophy, the role of technology in shaping the future of the cosmetics industry, her favorite quote, and much more. The following excerpts are taken from the interview.
Nadia Collette
Chief Commercial Acceleration and Transformation Officer, L'Oreal
Hi Nadia. What inspired you to pursue a career in the cosmetics industry?
My inspiration to join the cosmetics industry, and ultimately to spend more than two decades with L'Oréal, stems from a profound fascination with beauty's unique and transformative power. It goes far beyond just products; for me, it's about how cosmetics enable individuals to feel confident and express their true selves. I was always captivated by the idea that a simple gesture of applying a product could genuinely uplift someone's spirit and boosting selfconfidence from within.
What truly ignited my passion was the incredible blend of creativity and cutting-edge innovation inherent in this field. It's an industry that's constantly evolving, pushing boundaries with scientific advancements, sustainable formulations, and personalized beauty solutions. This dynamic environment, where art meets science and new ideas are constantly brought to life, deeply resonates with me.
Not everyone knows that L’Oréal Canada, established since 1958, is a collective of 39 iconic brands that are available in all distribution channels, including hair salons, department stores, supermarkets, pharmacies, medi-spas and e-commerce. This organization provides so many opportunities from a career growth perspective.
Today, after more than twenty years with L'Oréal, my love for L’Oréal has only deepened. It’s powerful mission to 'Create the Beauty that Moves the World' isn't just a slogan; it's a commitment to making beauty accessible, diverse, and inclusive for every individual, celebrating unique identities. Being part of a company that champions this vision, working to bring joy and confidence to millions through
ethical and innovative practices, continues to be an incredibly rewarding journey.
What motivates you to come to work every day, and what drives your passion for your current role?
My core motivation, both personally and professionally, stems from my mother, a teacher who instilled in me the profound power and gratitude that comes from helping others. This foundational belief guides my every day.
What truly drives my passion in my current role is the opportunity to translate that belief into action: creating an environment where talent doesn't just exist, but truly thrives. I am passionate about empowering individuals, giving them the space and tools to excel. When people feel valued and empowered, it unlocks their full potential, leading to incredible growth and often, record-breaking achievements. This 'proven recipe' of unleashing the magic within people is what continuously invigorates me and fuels my commitment to L'Oréal.
What role do you see technology playing in shaping the future of the cosmetics industry, and how do you stay ahead of the curve?
Technology is profoundly redefining the cosmetics industry, moving far beyond AI personalization and AR try-ons to impact everything from sustainable sourcing to hyper-customized products and new retail experiences. L'Oréal is the leader in Beauty Tech, at the forefront of this revolution, strategically blending beauty with cuttingedge tech to innovate and shape the future. As such, we are proud to participate in the largest AI summit in Canada, All-IN, in September,
Technology is profoundly redefining the cosmetics industry, moving far beyond AI personalization and AR try-ons to impact everything from sustainable sourcing to hyper-customized products and new retail experiences
where we will unveil our latest AI-driven innovations, such as the Cell BioPrint and L’Oréal Paris Beauty Genius.
My role is crucial in modernizing our commercial functions, ensuring L'Oréal remains future-fit and competitive. To stay ahead of this accelerating curve, I focus on several key areas. We foster a culture of continuous learning, actively engage with leading tech innovators, and ensure data analytics precisely guides our strategy. We embrace a philosophy of experimentation, constantly piloting new solutions and evolving rapidly to predict and respond to dynamic consumer shifts. This proactive approach ensures we don't just adapt, but lead.
Can you describe your leadership style, and how you empower your team to achieve their goals?
My leadership style is a 'people-first' philosophy, fundamentally built on cultivating trust and empowerment. I see my role as being genuinely present for my team, providing guidance and support, and actively advocating for their needs and growth. I dedicate time to truly understand each individual's journey, their ambitions, and who they aspire to be. My ultimate goal is to help them unlock their full purpose and potential. When empowered, I've seen individuals flourish, delivering exceptional results and reaching heights they might not have imagined.
Is there a particular person you are grateful for who helped get you to where you are?
I am profoundly grateful for the mentorship of Stephane Berube, President of the Consumer Products Division, and Stephane Arsenault,
My leadership style is a 'people-first' philosophy, fundamentally built on cultivating trust and empowerment
President of the Professional Products Division. These two pivotal figures, whom I met early in my career, taught me what true leadership embodies and how to be an extraordinary working mom and leader. Their guidance was transformative, instilling in me the confidence to push boundaries and always lead with both my head and my heart. The best way to thank them is by paying it forward, actively helping others, and demonstrating that leading with genuine empathy drives extraordinary results.
What is your favorite quote?
My favorite quote is from Maya Angelou: 'People will forget what you said, people will forget what you did, but people will never forget how you made them feel.'
This quote guides my leadership philosophy. It constantly reminds me that while achieving results is crucial, the human element—how we connect and make others feel—creates the most profound and lasting impact. It underscores the importance of fostering an environment where every team member feels valued, respected, and empowered to truly thrive."
What are your passions outside of work?
Outside of L'Oréal, my greatest passion is being a proud mother to my two boys. My family is my anchor, and finding that crucial work-life balance is incredibly important. This balance isn't just a personal priority, it fuels my professional drive, enhancing my empathy and reminding me of the importance of purpose and connection in every aspect of life, ultimately making me a more holistic and effective leader.
Wa n t t o S e l l o r fi n d
I nve s t o rs f o r yo u r
B u s i n e s s ?
Transforming Workplaces with AI and Inclusion
Sarmista Mondol has played key global roles in her 20 years of experience in the Talent Transformation space; transforming and enriching talent development at scale with technology. She joined IBM as a Leader in the Cloud Application Innovation (CAI) Learning and Knowledge team; she then went on to head consulting and leadership development education. She now leads talent Transformation engagements in APAC –implementing technologies (including AI) to drive sustainable performance, improve employee experience and manage organizational change. Sarmista also drives IBM Garage adoption in engagements to accelerate growth and innovation in organizations.
Sarmista completed her studies in Human Resources from the Xavier School of Management (XLRI), India, and has done extensive research in leadership development. She has been a speaker at various global conferences, and she spends her free time mentoring students at Universities in Singapore and India and working on pro bono engagements to build AI- enabled technology solutions for vulnerable communities across Asia. She also takes an active interest in improving the employability of undergraduate students through educational technology. She was recently selected as one of the Top 50 Women Tech Leaders in Asia and Top 100 Women in Tech in Singapore.
Recently, in an exclusive interview with CXO Magazine, Sarmista shared her insights into her career journey, the impact of AI on workforce transformation, and the importance of Diversity, Equity, and Inclusion (DEI) in the future of work. She also highlighted her passion for lifelong learning and growth mindset, emphasized AI's potential to drive human-centric outcomes and equitable workplaces when implemented responsibly, and much more. The following excerpts are taken from the interview.
Business Transformation and IBM Garage Leader, IBM
Sarmista Mondol
Hi Sarmista. Can you walk us through your career journey, and what led you to become a leader in talent transformation?
My career in technology almost happened by chance—but curiosity has been my constant companion. Growing up, I was inspired by my father, who embraced every new wave of technology with childlike excitement. I still remember the thrill when our home first connected to dial-up internet on a bulky Compaq Presario. That spark of curiosity never left me.
Over the years, I’ve worked across industries, wearing multiple hats—Cloud Enablement leader, AI and automation strategist, and now, a driver of Talent Transformation. Each transition came with disciplined preparation: I learned cloud technology before leading global cloud programs, studied HR before taking on a broad HR tech role, and immersed myself in AI before designing intelligent workflows.
What ties it all together is my belief in lifelong learning and a growth mindset. This mindset not only helped me thrive in the fastpaced tech world but also shaped my leadership philosophy: use technology as a force for empowerment, enabling organizations to reimagine work and individuals to unlock their potential.
What do you love the most about your current role?
What excites me most is the privilege of being a trusted advisor. My role allows me to help organizations not just imagine the future but build it. Whether it’s AI, automation, or talent solutions, I go beyond showcasing the tech—I connect it to outcomes that matter: operational efficiency, financial health, and employee growth.
For example, when I introduce AI solutions, I don’t stop at productivity metrics. I show how it impacts profitability, decision-making, and even employee engagement. This valuedriven approach has helped me form long-term partnerships with clients and position myself as a thought leader in the space.
At its core, what I love most is solving problems that truly matter—those that make organizations stronger and people more fulfilled.
How do you see AI impacting workforce transformation, and what opportunities or challenges do you foresee?
AI is no longer a “nice-to-have”—it’s becoming the foundation of how businesses operate and how people grow. The real opportunity lies in embedding AI not just in workflows but in talent systems. Imagine learning platforms that personalize growth paths for every employee, or performance frameworks that directly link skills to business impact. That’s where I’m investing energy: making AI human-centric.
Of course, the challenge is responsibility. AI can perpetuate bias if left unchecked. That’s why I focus on GenAI models trained on diverse datasets, with guardrails for fairness and inclusion. Done right, AI won’t just drive efficiency—it will help organizations build more equitable workplaces and more resilient workforces.
In short: AI is the engine, but people are the destination.
What role do you see DEI playing in the future of work, and how can organizations prioritize it?
DEI is no longer a checkbox—it’s the backbone of sustainable growth. Companies that don’t
Done right, AI won’t just drive efficiency—it will help organizations build more equitable workplaces and more resilient workforces
prioritize inclusion will simply fall behind. Leaders need to embed DEI into strategy with the same rigor they apply to financial performance. That means setting measurable goals, analyzing data transparently, and holding themselves accountable.
But numbers alone don’t create change. Sponsorship, mentorship, and equitable processes—supported by AI to remove hidden bias—are critical. Flexible work policies, family-friendly benefits, and platforms for authentic storytelling also play a huge role.
I’ve lived this commitment: leading the Women in Technology Network in Singapore, mentoring students in Singapore and India, and spearheading IBMHer ASEAN business
resource group in Singapore. Beyond corporate DEI, I’ve worked with the Ministry of Manpower to protect migrant domestic workers with AI programs and led AI projects to safeguard vulnerable communities in Indonesia.
My vision is clear: to leave behind stories of resilience and courage, where women and marginalized groups not only participate in the workforce but lead with authenticity. That’s the future of work I want to help build.
How do you approach mentoring and coaching, and what benefits do you see for individuals and organizations?
Mentoring, for me, is about unlocking confidence and clarity. I dedicate time to
mentoring university students in Singapore and India, helping them see possibilities they often don’t see in themselves. Within organizations, I focus on guiding professionals to translate skills into impact—bridging the gap between “knowing” and “doing.”
For individuals, mentorship accelerates growth and builds resilience. For organizations, it creates a culture of learning, strengthens leadership pipelines, and fosters loyalty. In today’s talent-scarce world, that’s a competitive advantage no technology can replicate.
What is your secret to striking a worklife balance?
Balance, to me, isn’t about splitting time evenly—it’s about being fully present in whatever I’m doing. I prioritize ruthlessly, automate what I can, and lean on support systems both at work and home.
But I also draw boundaries. I’ve learned that protecting time for reflection, family, and creativity is not indulgence—it’s essential to sustain high performance. I often say: if you can’t recharge yourself, you can’t reimagine the future for others.
What is your favorite quote?
“Stay curious, stay courageous.”
It’s simple, but it’s the mantra that has guided me since childhood. Curiosity opens doors, and courage gives you the conviction to walk through them.
What are your passions outside of work?
Beyond corporate roles, I’m passionate about using technology to uplift vulnerable communities. I design AI programs to prevent
scams among migrant workers, create financial literacy tools for domestic helpers, and work with NGOs in Indonesia on climate resilience projects.
On a personal level, I love learning about new cultures. I also, invest time in learning about the history of traditional Bengali dishes and fading dishes from our plate and replicating authentic recipes with local produce.
Where do you see yourself in the next 5 years?
In five years, I see myself at the intersection of technology, talent, and social impact— leading large-scale transformations that make businesses sharper and communities stronger. I want to pioneer AI-driven frameworks for workforce transformation while expanding programs that use technology to protect and empower vulnerable groups.
Ultimately, my goal is to be recognized not just as a business leader but as a builder of ecosystems—where innovation, inclusivity, and impact go hand in hand.
What advice would you give to aspiring leaders in the tech industry?
First, embrace lifelong learning—technology changes fast, but curiosity will always keep you relevant. Second, don’t chase titles, chase impact. Focus on solving problems that matter, and leadership will follow.
Finally, lead with empathy. Tech is powerful, but it’s people who give it meaning. The leaders who will define the future are those who can balance innovation with inclusivity, and strategy with humanity.
Creating Value through Innovation and Technology
Stéphane Le Dreau is a seasoned technology leader with over two decades of international experience driving innovation and growth across the Media & Entertainment, Broadcast, and Telecommunications sectors. As Senior Vice President of Products, Global Partnerships, and Business Development at Nagravision, Stéphane spearheads strategic initiatives that connect cutting-edge solutions with the evolving needs of the global market. He previously led the company’s APAC operations as Regional General Manager and originally joined Nagravision in 2009 as Vice President of Product and Solutions within the marketing organization, later taking on South Asia Sales leadership in 2011.
Before Nagravision, Stéphane built his career at Nortel, where he held senior sales and marketing positions across Dallas, Hong Kong, Paris, and London, managing complex, high-value solutions in diverse cultural and business environments. With a strong foundation in Computer Science and Engineering from ESEO, Stéphane is recognized for his forward-thinking vision, collaborative leadership style, and unwavering enthusiasm for bringing innovative ideas to life. He is currently based in Switzerland. Recently, in an exclusive interview with CXO Magazine, Stéphane shared his insights on driving innovation and growth in the Media & Entertainment industry. He highlighted his passion for staying connected to the market, listening to customers, and collaborating with experts to make an impact. Stéphane also discussed his leadership style, favorite quote, future plans, words of wisdom, and much more. The following excerpts are taken from the interview.
Stéphane Le Dreau
Senior Vice President of Global Product Management & Sales Development, Nagravision
From predicting business models with greater accuracy to uncovering patterns in how audiences consume content, AI will give us insights we’ve only dreamed of until now
Hi Stéphane. What drives your passion for technology and innovation?
I’ve always seen the world through an engineer’s eyes — curious, analytical, and endlessly fascinated by how things work. My career began in telecommunications, a sector that has a knack for reinventing itself every few years. That’s where I witnessed, firsthand, the migration from fixed to wireless communications — a shift that felt revolutionary at the time.
I still remember the excitement of sending my first mobile email on a BlackBerry, the awe when Apple reshaped our everyday lives with the iPhone, and the way instant messaging quietly transformed how we connect. These weren’t just technological upgrades — they were moments that changed habits, industries, and possibilities.
What has kept me engaged throughout is my passion for transformation. I actively seek out new innovations, not only to integrate them into my professional projects, but also to enrich my personal life. I’m also fortunate to have teenagers at home who make sure I stay on my toes and connected to what’s next!
What do you love the most about your current role?
The Media and Entertainment world moves at a breathtaking pace — especially from the consumer’s perspective. In my role leading product management and strategy, I’m constantly challenged by the speed of innovation. Every day, I ask myself the same critical question: Are our solutions truly relevant? Are they delivering real value to our customers — and to the audiences they serve?
That constant questioning is exactly what I love about my work. It forces me to stay deeply connected to the market, to listen closely to customers, and to collaborate with passionate experts who share the drive to make an impact.
I also have the privilege of working in a global role, interacting with people from diverse cultures and work styles. This not only broadens my perspective but also keeps me adaptable, reminding me that innovation isn’t just about technology — it’s about people, and the many ways they think, create, and connect.
How do you see the role of AI and machine learning evolving in industries like Telecommunications and Media & Entertainment in the next 5 years?
I see AI reshaping the Media and Entertainment industry in profound ways. First, it will dramatically accelerate time-to-market for products and solutions. By streamlining development and testing cycles, AI will help ideas move from concept to consumer faster than ever before.
Its impact on data analytics will be just as transformative. From predicting business models with greater accuracy to uncovering patterns in how audiences consume content, AI will give us insights we’ve only dreamed of until now.
And then there’s its role as a guardian of trust — detecting deepfakes, flagging manipulated content, and identifying illegal piracy services before they can cause harm. In a world where speed, relevance, and integrity are everything, AI will be a powerful catalyst for change.
What role do you think empathy and communication play in effective leadership, and how do you prioritize those skills in your own work?
This is a topic close to my heart. I deeply believe in the power of communication and the importance of respect. My leadership style is rooted in openness — listening carefully, valuing diverse perspectives, and encouraging ideas even when they challenge my own. I am committed to creating an environment where everyone has an equal opportunity to grow, regardless of gender, religion, or cultural background. For me, leadership isn’t just about guiding a team — it’s about fostering a space where people feel seen, heard, and empowered to thrive.
How do you stay ahead of the curve in terms of industry trends and emerging technologies?
I make it a point to stay deeply connected to the world around me. I read the news every day, attend industry events, and engage with peers, customers, and specialists to understand emerging trends and fresh perspectives. Most importantly, I listen — because every conversation is an opportunity to learn, adapt, and stay ahead in a rapidly evolving landscape.
Is there a particular person you are grateful for who helped get you to where you are?
I wouldn’t single out just one person, but I am deeply grateful to the incredible mentors I’ve had throughout my international career — in the US, across Asia, and throughout Europe. Their guidance, insights, and encouragement
have shaped the way I approach challenges, lead teams, and embrace opportunities around the world.
What is your favourite quote?
“The best way to predict the future is to create it”
What are your passions outside of work?
I run regularly to clear my mind and recharge, finding that it helps me think more clearly and stay focused. When time allows, I also enjoy a good round of golf — a perfect mix of challenge, strategy, and relaxation that keeps me energized both on and off the course.
Where do you see yourself in the next 5 years?
I truly enjoy working in the media and entertainment industry, and I can’t imagine myself moving into a different space. The industry is incredibly dynamic, constantly evolving, and full of challenges — and that’s exactly what excites me. I see myself continuing to contribute to shaping the way value is created within this ecosystem, driving innovation and helping it adapt to the opportunities of tomorrow.
What advice would you give to someone looking to build a career in your field?
To build solutions that truly resonate in the market, you need to be technically savvy, endlessly curious, and constantly attuned to shifts in consumer behaviour. Understanding these changes isn’t just helpful — it’s essential for creating products and experiences that are relevant, impactful, and ahead of the curve.
