Developing a Customer-First Culture for IT
CIO, Thursday, May 28th, 2026
MassMutual CIO Sears Merritt shares how to operationalize customer-first principles through strategic focus and consistent execution.
This interview with MassMutual CIO Sears Merritt explores how organizations can translate customer-first principles into operational outcomes at scale. Merritt emphasizes two strategic focus areas: meeting customers where they are and improving ease of doing business, measured through Net Promoter Score.
He stresses the importance of 'going slow to go fast' by establishing clear non-negotiables and specifications upfront, allowing teams to execute quickly without rework.
The article also covers the critical role of measuring what matters through connected lagging and leading indicators, and building diverse, multidisciplinary teams with varied skill sets and cognitive perspectives to solve complex problems effectively.