It’s Key to Balance Automation and Tech with Human Interaction — Total Quality Logistics CIO

(US & Canada) Ryan Kean, Chief Information Officer at Total Quality Logistics (TQL), speaks with Michael Sutter, CEO of Enlivened Tech, in a video interview about integrating cybersecurity within IT strategies, advice to aspiring IT leaders, the role of a CIO, and addressing IT challenges in the industry.

When asked how TQL integrates cybersecurity within IT strategies and operations, Kean mentions having a solid cybersecurity team, which is crucial because the cybersecurity team is a significant target. He adds that CargoNet research shows that in Q1 of 2023, cargo theft has increased by over 46% compared to 2023.

This massive rise in cargo theft and fraud includes both simple and sophisticated fraud schemes, which involve impersonating legitimate carriers, using digitally altered paperwork, or concealing information from customers.

To address these challenges, TQL relies on the combination of technology and raising awareness with shippers and carriers, says Kean. Internally, TQL is continuously training the team on what to watch out for, including suspicious emails or activities, and encouraging them to report unusual activities.

In continuation, Kean states that while AI offers many benefits, it has also made things difficult because this technology is accessible to both good and bad actors. He notes that although it is a growing issue, the organization remains focused on building safeguards into all of the processes to stay ahead of such threats.

As advice to aspiring IT leaders, Kean reflects that one of the key takeaways is not to be afraid of the unknown. He mentions speaking with new leaders who feel anxious about stepping into the new role without having the technical expertise or experience required.

However, Kean considers this to be a great opportunity to explore a new field and develop new skills. According to him, it is an opportunity to ask a lot of questions and, over time, learn to ask better questions.

Contemplating his career, Kean feels fortunate to have led teams and departments without technical expertise at first. While it was stressful initially, it became easier with each new experience, and he built a toolkit to handle the transitions.

For aspiring leaders, Kean believes that the key is to not let a lack of knowledge hold one back. No one knows everything, especially now with the increasing complexity in different areas like AI, data science, integration, and automation. The important thing is to be open to learning and embracing that journey, he adds.

Sharing his opinion on the CIO role and its evolution, Kean states that traditionally, the focus was on delivering solutions and ensuring systems were up and running. Tasks like keeping email available and preventing server downtime would make up 90% of the job, but now that is a basic expectation. The role has shifted more towards being a business strategist, wherein CIOs must think systemically, with broad views across the company, says Kean. He maintains that few roles offer the same level of exposure to every department and investment, both technological and non-technological, as the CIO.

The CIO also plays a key role in driving change within the organization, Kean states. He also says that CIO could stand for “Chief Intensity Officer” for being the catalyst for change.

Kean says that while the role presents a huge opportunity, it also bears significant pressures and expectations. For him, it has been one of the most challenging yet rewarding positions in a company and the most fulfilling role of his career.

Shedding light on the biggest IT challenges in the industry, Kean discusses the number of people entering the workforce in 20 years, which is entirely based on today's birth rate. He elaborates that given the broader challenges across industries, changing demographics, an aging population, and declining birth rates come with long-term effects.

Further, Kean states that some might argue that automation is the solution to this because there will be fewer workers available in the future. He believes that automation may be part of the answer, but companies in the supply chain industry struggle with service breakdowns after going too far down this path.

It leads to business challenges, especially in maintaining the quality of service provided to customers. Therefore, TQL emphasizes the “high touch, high tech" approach, says Kean. The focus is on making the existing talent as effective and productive as possible.

The team should feel confident while interacting with carriers or customers, knowing they are backed by robust systems, he says. This helps them build trust and strengthen relationships.

Furthermore, when facing demographic shifts, the challenge for businesses will be to find how these trends apply to their specific industry. For TQL, customer service and maintaining that personal connection are paramount.

Concluding, Kean states that the key is to balance automation and technology with human interaction. Striking that balance of leveraging new technologies without losing customer or carrier touch is a challenge moving forward.

CDO Magazine appreciates Ryan Kean for sharing his insights with our global community.