Episode 26: Diana Caplinger on Personalization & Peer Alignment

Follow the Surfacing Podcast: Apple | Spotify | Google | YouTube | Amazon Music | Stitcher | RSS | More

View:  Episode Transcript

 

On this episode, Lisa and Andy speak to IT and product management executive, Diana Caplinger. Diana offered her perspective on how to align for success when creating personalized experiences for customers. She also spoke about internal alignment with peers, cutting across silos, and considered how to put into place proper checks and balances to ensure an effective and safe customer experience.

Show Notes

Diana Caplinger, currently Truist Financial’s Executive Vice President of CRM, Intelligent Automation, Smart Workflow and Personalization, is a respected technology leader whose experience has shaped the digital landscape for national and global companies alike. Her milestone accomplishments include leading all technology integration for Truist Financial marketing technology (after the landmark SunTrust Bank and BB&T merger); moving SunTrust to the cloud years ahead of industry trends; and launching Coca-Cola’s SharePoint intranet portal for 30K+ global employees. 

With broad knowledge in finance, marketing, technology, and career advancement, Ms. Caplinger is a dynamic keynote speaker and mentor. At Truist, Ms. Caplinger leads a team in creating and deploying new product vision and strategy, while also ensuring the operational efficiency for robotic processing automation, eSignature, and Salesforce enrichment. A major past project has been overseeing all technology activity for the new brand’s launch, including the “go-live” of truist.com.  

Additional roles at SunTrust include Chief Administrative Officer of Consumer Technology; SVP, Head of Marketing Delivery in Consumer Technology; Group VP, Manager of IT Delivery as a member of the Digital Leadership team; and First VP, Program Manager in the Consumer Banking Program Management Office. Prior to joining SunTrust in 2011, Ms. Caplinger was a business management consultant managing multimillion-dollar, multi-year programs for the Coca-Cola Company, AT&T, Cox Communications, and more.