Qurate Retail Group comprises seven brands, including QVC, HSN, Zulily, and several other lifestyle brands. The company is the top video commerce company globally, is among the top 10 ecommerce retailers in North America, reaches 380 million homes through 15 television networks, broadcasts 150-plus hours of live content every day, employs 27,000 people, and ships more than 220 million packages a year. And at the center of this massive operation is the customer, whose demands for digital engagement are at an all-time high.
How does a company of this size and complexity create a customer-centric culture? For CIO Karen Etzkorn it is all about talent development and creating a value stream model for technology investments.