Michelle McKenna-Doyle
Senior Vice President & Chief Information Officer, National Football League
Call 424.288.2898

Biography Print Bio

Michelle McKenna-Doyle is responsible for the NFL’s technology strategy, shared service delivery and management of the league’s technology activities. She has been at the league since 2012. She is executive sponsor of the league’s WIN – Women’s Network, and was recently awarded a Game Changer Award by Sports Business Journal. In 2013 Forty Over Forty – Women to Watch named her as one of the top 40 women in business.

McKenna joined the NFL from Constellation Energy in Baltimore, Maryland where she was the Chief Information Office. At Constellation she led the acquisition of competitive energy businesses and the ultimate merger with Exelon. In this capacity she served as a board advisor and worked closely with the Chairman and CEO.

Prior to joining Constellation Energy, McKenna was President of Vision Interactive Media Group, where she was responsible for marketing, technology, business development, operations and finance.

She has extensive experience in the media and entertainment industry as Senior Vice President and Chief Information Officer at Universal Orlando Resort. In this role, she was responsible for the innovation, oversight and leadership of technology at Universal Orlando Resort, including the launch of The Wizarding World of Harry Potter.

McKenna was also Senior Vice President, CRM & Chief Information Officer at Centex Destination Properties. She had a 13-year career with The Walt Disney World Company in a variety of executive positions in Resort Development, Finance, Marketing, Operations and Technology. As Vice President, Information Technology, McKenna led the company’s largest ever technology investment – Destination Disney, a multi-year company strategic initiative to transform the company’s marketing, sales, online, and customer relationship management processes. Prior to Disney, McKenna held positions at MetLife and Coopers & Lybrand (now Pricewaterhouse Coopers).

McKenna is a certified public accountant. She holds a bachelor’s degree in accounting from Auburn University and a master’s degree in business administration from the Crummer Graduate School of Business at Rollins College in Winter Park Florida.

She has been a guest on CNN, CNBC, Bloomberg TV, Morning Joe, Good Day New York and is a sought after speaker on topics of technology, operational change, and women in leadership.

She lives in New York City and Orlando, Florida with her husband Patrick Doyle and her children Jack and Maggie McKenna.

Speech Topics

  • Know Your Customer

    By understanding the demographics of the customer at different degrees, whether it be gender, age or industry, CIOs can understand how best to connect with them. McKenna-Doyle has used the data to learn more about their 188 million fans in the U.S., over three quarters of which are avid fans. In doing so, she learned that the NFL fan base encompasses a lot more than what you typically think of as your male 25 to 34 year old avid fan. In fact, a surprising 46% of NFL fans are female, 78% are kids aged 12 to 17 and 65% are U.S. Hispanics. By seeing that their fan base is a diverse group that covers all demographic areas means they have to have a diverse way of communicating to them and connecting with them. Understanding customer behavior is also important. In order to provide an environment where fans can always be connected, the NFL did some analytics at this year’s Super Bowl to learn what fans were doing in the stadium, how they were doing it and how they could continue to tweak the infrastructure environment. NFL teams like the New England Patriots are using data analytics to improve the fan experience.

  • Listen to Your Customer

    In order to use technology to improve the customer experience, McKenna-Doyle says you have to listen to them first and then develop the technology to deliver a better experience. The NFL has introduced new products and new ways to connect to fans based on simply listening. For example, at Gillette Stadium, the Patriots have an amazing app that they have deployed based on the feedback of their fans. The app has everything in it from telling fans where the shortest line to buy a beer is, to where they can find the bathroom with the shortest line. McKenna-Doyle says that you would not necessarily think to offer these types of convenience-based things unless you listen to your fans: “We have to be flexible so that our fans can consume our content how they wish.”

  • Personalize Mobile Content

    The better the at-home experience gets, with more data and video analysis, the more fans expect the bar to be raised when they are in the stadium, which has led the NFL to a digital transformation around making content mobile. The NFL is first working on making sure that connectivity is a given. “It cannot be optional, you have to have it, so all of our clubs are undertaking syndicate investments,” says McKenna-Doyle.

    After that it’s about building on that core infrastructure to personalize the in-stadium fan experience. Just last week they launched NFL Now, which is an on demand, personalized video service where fans can personalize all things NFL and watch content anytime, anywhere, on any device. “You have got to make a connection. Even though we make millions of connections, those one-to-one connections of that special moment or experience are what live on in your memory. So we recognize that technology is not a necessary evil, it’s a way to connect to your fan and the customer,” says McKenna-Doyle.

  • Enable Progress

    McKenna-Doyle advises CIOs faced with the challenge of transforming the business to first realize that they are not in control. CIOs have to learn how to enable, and not be a barrier, to progress and then they have to be willing to innovate and fail. She recommends shorter iteration cycles and to embrace shadow IT. “There are not enough IT people in this world to roll out the technology that your customers demand, so you had better find some shadow IT,” says McKenna-Doyle, which is right in line with the thinking of the CIOs of Intel, McAfee and IBM. She says it is more about managing the risks than locking down assets: “If a project is low risk to the overall enterprise and helps speed along the business process, as long as I give them the tools and there is a process to check it, then I embrace it. My success is only a reflection of the success of my customers,” remarks McKenna-Doyle.
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