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Cardinal Health’s CIO On Innovation, Talent And Empathy In Leadership

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Headquartered in Columbus, Ohio, Cardinal Health is a global, integrated healthcare services and products company that generated $205 billion in revenue in its fiscal year 2023. The company plays a critical role in healthcare, distributing pharmaceuticals and medical products to over 60,000 locations daily. At the helm of technology and business services is Michelle Greene, Cardinal Health’s Chief Information Officer (CIO), who has been with the company for nearly four years and in her current role for more than two. Greene has been instrumental in driving strategic priorities, advancing digital capabilities and enhancing operational resilience.

Re-Segmenting Cardinal Health’s Business

Cardinal Health has recently undergone a business re-segmentation to provide more focus and visibility to its diverse divisions. “When [one thinks] about Cardinal Health, we think about pharma distribution and the medical division,” Greene explained. “But we’ve re-segmented our business into Pharma, Medical, OptiFreight, Nuclear and At-Home divisions.” Breaking these out has allowed the company to shine a spotlight on each area, empowering leaders to engage in new conversations and take on elevated responsibilities. Greene added, “These organizational changes have created opportunities to leverage leadership’s full potential and align with the company’s growth strategy.”

Strategic Imperatives for Technology and Business Services

As CIO, Greene’s purview includes a wide range of responsibilities, from strategic acquisitions to cybersecurity and talent management. Reflecting on her role, she emphasizes the importance of balancing new initiatives with maintaining the core business. “Our CEO, Jason Hollar, challenges us to grow the business while not losing sight of the fundamentals,” she says. “Acquisitions or partnerships need to complement our core strengths, and cybersecurity is always top of mind.” Greene’s collaboration with the Chief Information Security Officer (CISO) ensures the company is resilient in a rapidly evolving threat landscape.

To strengthen the workforce, Greene has prioritized internal talent development. “We’ve launched a Digital University to upskill our teams, especially around AI, while offering exciting opportunities [for existing employees] before looking externally,” she noted. “This approach helps us build internal knowledge and keeps our teams motivated.”

The Integration of Technology and Business Services

Greene oversees both technology and business services, a combination she views as highly synergistic. “Technology and business services often intersect,” she said. “Many think of business services as primarily offshore talent in India or the Philippines, but it’s much broader. We’re focusing on finding the best talent globally to align with our organizational goals.” By leveraging diverse talent pools and optimizing operational costs, Greene’s approach strengthens Cardinal Health’s competitive edge.

Driving Innovation with Commercial Technologies

Greene’s team is deeply involved in developing commercial technologies that enhance customer engagement and operational efficiency. She highlighted the importance of collaboration when she noted, “The closer we are to our customers’ problems, the better we can develop solutions. We’ve transformed our commercial technology team into true business partners who work closely to understand requirements and deliver impactful solutions.”

One notable innovation is VantusHQ, Cardinal Health’s new pharmaceutical e-commerce platform. “VantusHQ unifies the customer experience into a single, personalized storefront with modern, component-based architecture,” Greene explained. Additionally, the Sonexus business leverages advanced data platforms to streamline patient enrollment and improve medication adherence, ensuring faster access to specialty medications.

Empathy in Leadership

A self-described empathetic leader, Greene believes empathy is a cornerstone of effective leadership. “Empathy means meeting people where they are and understanding their unique challenges,” she highlighted. However, she acknowledges the need to balance empathy with patience. “People don’t always get to the same place as quickly as I might,” she reflected. Greene’s leadership style involves tailoring her approach for her eight direct reports, ensuring they receive the support they need to succeed.

Data and Automation Transforming Healthcare

Data is revolutionizing healthcare distribution, with automation playing a significant role in Cardinal Health’s operations. Greene shares insights into the use of robotics in the company’s distribution centers. “Robotics have made us more responsive and efficient, but they’ve also raised questions about job displacement,” she noted. “We’ve worked to position robots as complements to human jobs, which has helped ease concerns.”

The integration of data analytics, AI and automation under Greene’s leadership provides a unified approach to optimizing logistics and improving service delivery. “Having these capabilities under one leader helps us align better and innovate faster,” she said.

Board Membership and Broader Perspectives

In addition to her role at Cardinal Health, Greene serves on the boards of Werner Enterprises and GreenPath Financial Wellness. These experiences have broadened her perspective on governance and leadership. “Serving on a board is a significant responsibility,” she warned. “It’s not just about attending meetings; it requires preparation and engagement. But it has also deepened my understanding of Cardinal Health’s audit committee and enhanced my contributions to our organization.”

Championing Diversity in Tech

Greene is passionate about advancing diversity in technology, particularly for women and leaders of color. “There’s been progress, but not as much as I’d like,” she admitted. Greene is part of a small network of Black women who are CIOs and CTOs, underscoring the need for more representation. “We need to maintain interest in technology careers and provide opportunities early on,” she says, advocating for initiatives like Girl Scouts STEM events to inspire future leaders.

Looking Ahead to 2025

As Greene looks to the future, she’s optimistic about Cardinal Health’s trajectory. “This is a great time to work at Cardinal,” she said. “Our team’s enthusiasm and the progress we’ve made are truly exciting. As we continue to grow, I’m committed to ensuring we appreciate how far we’ve come while keeping our focus on what’s ahead.”

Peter High is President of Metis Strategy, a business and IT advisory firm. He has written three bestselling books, including his latest Getting to Nimble. He also moderates the Technovation podcast series and speaks at conferences around the world. Follow him on Twitter @PeterAHigh.

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