Harnessing data and AI: Cochlear’s lessons in global transformation

Karen O’Driscoll, CIO at Cochlear discusses the evolution of Cochlear’s business model, highlighting the profound changes in the company’s approach to different markets and customer interactions at CIO Edge.
In a conversation with Dr. Peter Weill, Chairman & Senior Research Scientist at MIT CISR & ADAPT Senior Advisor, she emphasises the shift from a predominantly B2B model to more direct B2C engagements, particularly as the company expands from focusing on paediatric hearing solutions to addressing the growing adult market.
This shift requires new strategies for interacting directly with customers and adapting to diverse healthcare demands across over 50 countries.
Karen also elaborates on the importance of leveraging connected devices and real-time data to enhance customer experiences and health outcomes.
She explains how Cochlear uses data from implanted devices to monitor and improve hearing quality, track patient progress and inform healthcare professionals.
However, she acknowledges that while the technology allows for real-time insights, challenges remain in ensuring that these innovations are adopted and effectively used by healthcare professionals who are accustomed to more traditional methods of patient care.
There are complexities in managing a global IT organisation and the critical role of AI and data in driving scalability and innovation.
Karen points out the need for prioritisation in focusing on the highest value areas within the customer journey and shared insights on how Cochlear is working to become more agile and responsive in a fast-changing global landscape.
The mission-driven culture at Cochlear and the importance of making quick, informed decisions resonates throughout the conversation.
Key takeaways:
Business model evolution: Cochlear is shifting from a B2B to a B2C approach, expanding from paediatric to adult markets, requiring new strategies for direct customer engagement and adapting to diverse global healthcare demands.
Leveraging connected devices: The company uses real-time data from implants to monitor patient progress and improve outcomes, though challenges remain in integrating this technology into traditional healthcare practices.
Global IT and AI integration: Cochlear is focusing on AI and data to drive scalability, improve productivity and enhance customer experiences, prioritising high-value areas in the customer journey to stay agile in a global market.
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