1 00:00:15,356 --> 00:00:23,516 Speaker 1: Pushkin. This episode is a paid partnership with T Mobile 2 00:00:23,636 --> 00:00:31,396 Speaker 1: for Business. Hello everyone, Malcolm Glawell here today I'm having 3 00:00:31,436 --> 00:00:34,596 Speaker 1: a special conversation hosted by my good friends at T 4 00:00:34,756 --> 00:00:38,476 Speaker 1: Mobile for Business about how the digital revolution is going 5 00:00:38,476 --> 00:00:42,396 Speaker 1: to transform everything about the way we do business. I'm 6 00:00:42,436 --> 00:00:46,196 Speaker 1: talking to Heather Nelson, the Chief Information Officer at Boston 7 00:00:46,316 --> 00:00:50,236 Speaker 1: Children's Hospital, Al Lettera, senior vice president of IT at 8 00:00:50,276 --> 00:00:54,956 Speaker 1: Trackner Supply Company, and Kelly Field, president at T Mobile 9 00:00:54,996 --> 00:00:57,436 Speaker 1: Business Group, who you may remember, by the way from 10 00:00:57,476 --> 00:01:01,156 Speaker 1: our episode at the Las Vegas Grand Prix. So you 11 00:01:01,236 --> 00:01:04,716 Speaker 1: might think, hasn't the digital revolution been happening for a 12 00:01:04,756 --> 00:01:09,316 Speaker 1: while now, Sure, but it's been unevenly distributed. When the 13 00:01:09,316 --> 00:01:11,356 Speaker 1: folks at T Mobiles say that thanks to five G, 14 00:01:11,836 --> 00:01:14,916 Speaker 1: businesses are now able to transform how they do business 15 00:01:15,236 --> 00:01:19,916 Speaker 1: at scale, which is all these interesting ripple effects, including 16 00:01:20,156 --> 00:01:23,596 Speaker 1: IT moving from a support role to a leadership role. 17 00:01:24,436 --> 00:01:27,316 Speaker 1: So I wanted to talk to two brilliant IT leaders 18 00:01:27,556 --> 00:01:32,996 Speaker 1: who are transforming two radically different worlds, healthcare and retail. 19 00:01:33,716 --> 00:01:37,316 Speaker 1: Buckle up, because there's a big technological change happening. This 20 00:01:37,516 --> 00:01:41,436 Speaker 1: conversation is for all the CIOs and business owners who 21 00:01:41,436 --> 00:01:43,956 Speaker 1: are dreaming up new ways to make things run better. 22 00:01:44,396 --> 00:01:46,996 Speaker 1: But it's also for everyone who goes to the doctor 23 00:01:47,076 --> 00:01:51,556 Speaker 1: or shop's retail. Callie and Al and Heather really convinced 24 00:01:51,596 --> 00:02:03,836 Speaker 1: me that five G is changing just about everything with 25 00:02:04,036 --> 00:02:08,116 Speaker 1: me is Alaterra you and it for tractor supply. Yes, 26 00:02:08,276 --> 00:02:11,356 Speaker 1: one of the the grandest, oldest is a tractor supply 27 00:02:11,436 --> 00:02:13,196 Speaker 1: not far from my home, so I drive by it 28 00:02:13,236 --> 00:02:15,516 Speaker 1: all the time. And then we have Heather Nelson and 29 00:02:15,556 --> 00:02:19,156 Speaker 1: you were the CIO for Boston Children's I am. And 30 00:02:19,196 --> 00:02:21,756 Speaker 1: then we had the president of t Mobile Business Group, 31 00:02:21,796 --> 00:02:25,316 Speaker 1: Kelly Field. Kelly, we have done this before. I really 32 00:02:25,356 --> 00:02:27,996 Speaker 1: look forward to this conversation. Well, I wanted to start 33 00:02:28,036 --> 00:02:31,796 Speaker 1: with you, Al, and I wanted you to give me 34 00:02:32,676 --> 00:02:36,236 Speaker 1: a kind of blue sky picture of where you would 35 00:02:35,996 --> 00:02:39,676 Speaker 1: love to be five years from now, which tract to 36 00:02:39,716 --> 00:02:41,596 Speaker 1: supply in things digital. 37 00:02:41,796 --> 00:02:43,596 Speaker 2: Yeah, five years from now is really going to be 38 00:02:43,596 --> 00:02:46,996 Speaker 2: eighteen months from now, so because it's going that fast. 39 00:02:47,596 --> 00:02:51,276 Speaker 2: But to us as an organization and service of our 40 00:02:51,316 --> 00:02:53,796 Speaker 2: customers and our team members, it's really going to be 41 00:02:54,036 --> 00:02:58,076 Speaker 2: a consumer and team member centric strategy that is really 42 00:02:58,356 --> 00:03:01,796 Speaker 2: taking into consideration, putting everything at the fingertips of the 43 00:03:02,556 --> 00:03:03,636 Speaker 2: team member and the customer. 44 00:03:03,716 --> 00:03:06,716 Speaker 3: So it's right there available. 45 00:03:06,196 --> 00:03:10,556 Speaker 2: To them when they're either shopping, their working on their farms, 46 00:03:10,916 --> 00:03:14,076 Speaker 2: or whether they're working within the communities that they're serving. 47 00:03:14,476 --> 00:03:17,876 Speaker 2: It's all the information that they need is at their fingertips. 48 00:03:19,396 --> 00:03:21,556 Speaker 1: Heather, do you have a give us a vision of 49 00:03:21,716 --> 00:03:22,276 Speaker 1: a vision? 50 00:03:22,676 --> 00:03:24,036 Speaker 4: I'm going to use one of your phrases. 51 00:03:24,076 --> 00:03:26,916 Speaker 5: We really are at a tipping point with healthcare delivery 52 00:03:26,956 --> 00:03:31,756 Speaker 5: in the enabling technology. Our patients are consumers and we 53 00:03:31,916 --> 00:03:35,356 Speaker 5: have to make it easier for patients to come to us. 54 00:03:35,596 --> 00:03:38,076 Speaker 5: We have to make it easier for physicians care team 55 00:03:38,076 --> 00:03:39,636 Speaker 5: members to care for those patients. 56 00:03:39,916 --> 00:03:41,156 Speaker 4: So self service and. 57 00:03:41,196 --> 00:03:45,436 Speaker 5: Access will be where we need to focus on, and 58 00:03:45,436 --> 00:03:47,396 Speaker 5: I know for Boston children it's one of our pillars 59 00:03:47,436 --> 00:03:50,156 Speaker 5: in our strategic plan is to increase the access and 60 00:03:50,236 --> 00:03:51,876 Speaker 5: the self service for our patients. 61 00:03:52,036 --> 00:03:57,876 Speaker 1: Al you talked about both customers and people who are protractors. 62 00:03:58,076 --> 00:04:00,596 Speaker 1: Now do you think of this as being a revolutionists 63 00:04:00,636 --> 00:04:02,916 Speaker 1: equally weighted in those two groups or is it tilt 64 00:04:03,076 --> 00:04:04,316 Speaker 1: in one direction more. 65 00:04:04,156 --> 00:04:05,556 Speaker 3: Than now it's equally weighted. 66 00:04:06,516 --> 00:04:10,116 Speaker 2: You know, the intersection of technology, you know, with the 67 00:04:10,156 --> 00:04:13,756 Speaker 2: retail industry is not just focused on the customer side 68 00:04:13,876 --> 00:04:17,276 Speaker 2: the team member interaction with the customer's paramount to our success. 69 00:04:17,316 --> 00:04:19,636 Speaker 2: If you go back, we've been in business eighty five 70 00:04:19,636 --> 00:04:22,636 Speaker 2: plus years. The secret sauce of our business is our 71 00:04:22,636 --> 00:04:26,396 Speaker 2: customer relationship. So the team members are facilitating that and 72 00:04:26,516 --> 00:04:29,956 Speaker 2: without the right tools, without the right experiences, without the 73 00:04:29,996 --> 00:04:35,156 Speaker 2: right information, making them more productive, and just giving them 74 00:04:35,836 --> 00:04:38,236 Speaker 2: access to whatever it is they need to services. 75 00:04:38,236 --> 00:04:42,596 Speaker 3: Customers's paramount to the success of our overall digital strategy. 76 00:04:42,676 --> 00:04:45,396 Speaker 6: I'm just going to jump in and I love working 77 00:04:45,396 --> 00:04:48,556 Speaker 6: with both of these leaders because they are so customer centric, 78 00:04:48,596 --> 00:04:51,596 Speaker 6: which I think really resonates with me at Tea Mobile. 79 00:04:52,516 --> 00:04:56,276 Speaker 6: But I love the call out for the digital transformation 80 00:04:56,356 --> 00:04:58,436 Speaker 6: impacts the way that you're able to serve your customers 81 00:04:58,476 --> 00:05:00,116 Speaker 6: and the relationship that you have with them in so 82 00:05:00,156 --> 00:05:04,116 Speaker 6: many profound ways, especially given AI and where it's taking 83 00:05:04,236 --> 00:05:06,676 Speaker 6: the need for data and connectivity, but also for your 84 00:05:06,676 --> 00:05:08,396 Speaker 6: employees in a digital age. 85 00:05:08,436 --> 00:05:09,316 Speaker 4: A lot of times. 86 00:05:09,156 --> 00:05:10,996 Speaker 6: People ask me, well, why do you need to invest 87 00:05:10,996 --> 00:05:14,596 Speaker 6: in your employees and or your providers in the same 88 00:05:14,636 --> 00:05:16,956 Speaker 6: way because everything is self served and digital. I think 89 00:05:16,996 --> 00:05:19,436 Speaker 6: about it like Iron Man having Jarvis. You know, you 90 00:05:19,596 --> 00:05:23,116 Speaker 6: equip them with the technical tools that make them the 91 00:05:23,316 --> 00:05:26,636 Speaker 6: very best heroes you for your customers, and that's something 92 00:05:26,676 --> 00:05:27,756 Speaker 6: that I appreciate about that. 93 00:05:28,156 --> 00:05:30,116 Speaker 4: And we want to empower our patients. 94 00:05:30,636 --> 00:05:36,596 Speaker 5: And yes we're a children's hospital, but these kids know technology, 95 00:05:36,356 --> 00:05:39,436 Speaker 5: they know how to use iPhones and iPads, and so 96 00:05:39,556 --> 00:05:43,756 Speaker 5: why not make sure that they have the tools and 97 00:05:43,836 --> 00:05:46,716 Speaker 5: the apps to do that at home to do that 98 00:05:46,836 --> 00:05:49,476 Speaker 5: so that they're empowered and they feel in control of 99 00:05:49,476 --> 00:05:49,796 Speaker 5: their head. 100 00:05:49,956 --> 00:05:52,276 Speaker 1: Give me, give me a concrete example of something you 101 00:05:52,276 --> 00:05:55,396 Speaker 1: would like a patient to be able to do that 102 00:05:55,436 --> 00:05:56,236 Speaker 1: they can't do now. 103 00:05:57,516 --> 00:06:00,556 Speaker 4: I would say any of the of the wearable devices. 104 00:06:00,636 --> 00:06:04,516 Speaker 5: What if we were able to do more home infusions 105 00:06:04,796 --> 00:06:07,356 Speaker 5: for our cancer patients so they don't have to drive 106 00:06:07,836 --> 00:06:10,396 Speaker 5: and to come to the high spital, and then making 107 00:06:10,436 --> 00:06:13,836 Speaker 5: sure that that information then gets back into the electronic 108 00:06:13,876 --> 00:06:19,396 Speaker 5: health record seamlessly, so the physician knows that how there's 109 00:06:19,436 --> 00:06:22,196 Speaker 5: getting her infusion that day, and we can call and 110 00:06:22,276 --> 00:06:24,276 Speaker 5: be proactive with her parents. 111 00:06:24,476 --> 00:06:26,196 Speaker 4: That's what I want to see. I want it to 112 00:06:26,236 --> 00:06:29,156 Speaker 4: be almost like concierge care for. 113 00:06:29,156 --> 00:06:31,796 Speaker 1: Us, which is there an obstacle to getting there right now? 114 00:06:32,396 --> 00:06:36,036 Speaker 5: Well, we are starting to break down those those barriers 115 00:06:36,556 --> 00:06:42,436 Speaker 5: with our five G cellular network. You know, hospitals, for example, 116 00:06:42,476 --> 00:06:44,956 Speaker 5: we've been so reliant on Wi Fi and Wi Fi 117 00:06:45,036 --> 00:06:47,636 Speaker 5: is just not meant for a mobile environment. 118 00:06:47,756 --> 00:06:48,636 Speaker 4: It's not meant. 119 00:06:48,796 --> 00:06:51,916 Speaker 5: I mean, I have calls dropped from the OAR to 120 00:06:52,516 --> 00:06:55,076 Speaker 5: the ICU and that's frustrating for clinicians. 121 00:06:55,556 --> 00:06:57,436 Speaker 1: I went into my bank yesterday where I bank for 122 00:06:57,436 --> 00:07:02,076 Speaker 1: twenty years, because they had locked me out of my 123 00:07:02,116 --> 00:07:04,516 Speaker 1: account digitally, and I had to do something transfer money, 124 00:07:04,556 --> 00:07:07,596 Speaker 1: and I went in transfer money, say, waited the line, 125 00:07:07,716 --> 00:07:09,836 Speaker 1: finally got to the teller, went to all kinds of 126 00:07:09,836 --> 00:07:11,196 Speaker 1: stuff and then she looked at me and she goes, 127 00:07:11,316 --> 00:07:13,876 Speaker 1: can't do that. It's like, why can't you do it? 128 00:07:13,916 --> 00:07:16,276 Speaker 1: And she said not making this? She said Wi Fi 129 00:07:16,396 --> 00:07:20,236 Speaker 1: is down. It's like, all right, you see that's what happened, right. 130 00:07:20,676 --> 00:07:24,676 Speaker 6: These guys delivery lose customers customers the way. 131 00:07:24,716 --> 00:07:26,396 Speaker 1: No one seemed to care at all that they had 132 00:07:26,396 --> 00:07:29,036 Speaker 1: lost me as a customer, which she's hurt my feelings. 133 00:07:29,196 --> 00:07:31,396 Speaker 5: WiFi is not going away, but it doesn't have to 134 00:07:31,396 --> 00:07:35,996 Speaker 5: be my primary focus anymore. And also it's not just 135 00:07:36,036 --> 00:07:39,316 Speaker 5: about the four walls of the hospital anymore. We want 136 00:07:39,316 --> 00:07:41,636 Speaker 5: to one of our other strategies over the next couple 137 00:07:41,676 --> 00:07:43,196 Speaker 5: of years is to do as much care at home 138 00:07:43,236 --> 00:07:48,196 Speaker 5: as possible and to have a five G enabled environment 139 00:07:49,396 --> 00:07:51,516 Speaker 5: that levels the playing field for our patients. 140 00:07:51,996 --> 00:07:52,676 Speaker 4: Wi Fi was a. 141 00:07:52,636 --> 00:07:57,276 Speaker 6: Great solution in the four G era, and as we 142 00:07:57,316 --> 00:07:59,756 Speaker 6: start to learn to use data differently and we start 143 00:07:59,756 --> 00:08:03,116 Speaker 6: to see the evolution of how we can take important 144 00:08:03,236 --> 00:08:07,676 Speaker 6: customer or patient information and get smarter and provide better 145 00:08:07,716 --> 00:08:10,756 Speaker 6: solutions or faster, or whether it's from a cost perspective 146 00:08:10,796 --> 00:08:14,196 Speaker 6: or whether it's from quality of treatment perspective. The amount 147 00:08:14,236 --> 00:08:17,116 Speaker 6: of data that is available to us and us being 148 00:08:17,156 --> 00:08:19,476 Speaker 6: able to do something with that data is so quickly 149 00:08:19,516 --> 00:08:23,756 Speaker 6: and rapidly evolving. And in a Wi Fi world, you 150 00:08:23,916 --> 00:08:28,916 Speaker 6: need more consistency. You need SLAS, and you need to 151 00:08:28,956 --> 00:08:30,476 Speaker 6: be SLA is. 152 00:08:30,596 --> 00:08:31,516 Speaker 4: Service level agreement. 153 00:08:31,596 --> 00:08:33,636 Speaker 6: So you need to be able to say where this 154 00:08:33,756 --> 00:08:36,036 Speaker 6: type of surgery are using this kind of machine, If 155 00:08:36,036 --> 00:08:38,036 Speaker 6: we're going to capture data, or we're going to actually 156 00:08:38,276 --> 00:08:41,036 Speaker 6: in the future use an automated device to do some 157 00:08:41,116 --> 00:08:43,676 Speaker 6: important kind of function, we need to be able to 158 00:08:43,716 --> 00:08:49,196 Speaker 6: say the latency and the capacity, that those things are 159 00:08:49,276 --> 00:08:52,396 Speaker 6: firm and that there's no variation, and you can't do 160 00:08:52,516 --> 00:08:55,156 Speaker 6: that on a Wi Fi network. When you've got hundreds 161 00:08:55,196 --> 00:08:57,556 Speaker 6: of other kinds of connections all around it. But with 162 00:08:57,596 --> 00:09:00,916 Speaker 6: a private network or a designated network slice, what you're 163 00:09:00,956 --> 00:09:03,196 Speaker 6: able to do is to say, okay, these are the 164 00:09:03,356 --> 00:09:06,356 Speaker 6: guaranteed service levels that we're going to give this connection 165 00:09:07,036 --> 00:09:07,516 Speaker 6: all the time. 166 00:09:07,916 --> 00:09:12,676 Speaker 1: I can build be spoke digital connections between individual bits 167 00:09:12,676 --> 00:09:16,236 Speaker 1: of technology and some kind of central command post in 168 00:09:16,276 --> 00:09:17,316 Speaker 1: a way that I can't. 169 00:09:17,036 --> 00:09:18,316 Speaker 4: Do with with Wi Fi. 170 00:09:18,676 --> 00:09:21,236 Speaker 6: And the other thing is is Heather does more and 171 00:09:21,316 --> 00:09:26,596 Speaker 6: more transformation of the way that her it organization serves 172 00:09:26,676 --> 00:09:32,196 Speaker 6: their ultimate mission as a hospital and for children. The 173 00:09:32,236 --> 00:09:35,356 Speaker 6: amount of connections are going to increase. I mean there 174 00:09:35,436 --> 00:09:38,956 Speaker 6: are it's probably from hundreds to thousands to tens of thousands. 175 00:09:39,076 --> 00:09:41,276 Speaker 1: What do you mean when you say amount of connections 176 00:09:41,996 --> 00:09:42,356 Speaker 1: be more? 177 00:09:42,556 --> 00:09:46,116 Speaker 5: I mean every physician has their own cell phone, a 178 00:09:46,236 --> 00:09:48,996 Speaker 5: nurse has, you know, his or her own cell phone 179 00:09:49,036 --> 00:09:53,076 Speaker 5: plus a device that's provided to them for their clinical shift. 180 00:09:53,916 --> 00:09:57,316 Speaker 5: They've got workstation on wheels. We've got workstations, you know 181 00:09:57,356 --> 00:10:00,916 Speaker 5: at the nurse's station. We've got medical devices. We've got ventilators, 182 00:10:00,996 --> 00:10:04,396 Speaker 5: we have you know, ivy pumps. All of those things 183 00:10:04,716 --> 00:10:05,756 Speaker 5: are wired. 184 00:10:05,476 --> 00:10:06,036 Speaker 4: If you will. 185 00:10:06,396 --> 00:10:09,836 Speaker 5: And then you have the patients who have their devices, 186 00:10:09,876 --> 00:10:14,556 Speaker 5: their iPads, their cell phones, and everyone expects everything to 187 00:10:14,676 --> 00:10:15,916 Speaker 5: work perfectly. 188 00:10:16,396 --> 00:10:20,396 Speaker 6: In addition to that, aside from the quality of service 189 00:10:20,436 --> 00:10:23,316 Speaker 6: that you receive, you think about patient data or HIPOC 190 00:10:23,316 --> 00:10:27,436 Speaker 6: compliance in your field, the security measures that are required 191 00:10:27,516 --> 00:10:30,516 Speaker 6: if you have to do VPN and Wi Fi access 192 00:10:30,516 --> 00:10:32,716 Speaker 6: for every one of those secure, there's a lot of 193 00:10:32,796 --> 00:10:35,716 Speaker 6: room for attack and era. And one of the things 194 00:10:35,716 --> 00:10:38,676 Speaker 6: that we've been talking about and working with all of 195 00:10:38,716 --> 00:10:41,636 Speaker 6: our customers is how do we take the very connection 196 00:10:41,916 --> 00:10:43,636 Speaker 6: and encrypt it. 197 00:10:44,236 --> 00:10:45,836 Speaker 1: I want to come back to that point in much 198 00:10:45,876 --> 00:10:48,436 Speaker 1: more detail, but before we I want to talk to 199 00:10:48,476 --> 00:10:51,836 Speaker 1: you el. Can you do the same thing. Give me 200 00:10:52,676 --> 00:10:56,836 Speaker 1: a very specific example of something you would like your 201 00:10:56,956 --> 00:11:02,956 Speaker 1: customers or your employees in your REACHUIL outlets to be 202 00:11:02,996 --> 00:11:06,356 Speaker 1: able to do that you think would make a meaningful difference. 203 00:11:06,476 --> 00:11:08,836 Speaker 2: The big focus from us is on our team members 204 00:11:08,916 --> 00:11:12,836 Speaker 2: right now in service of the customers. It's basically delivering 205 00:11:12,916 --> 00:11:16,876 Speaker 2: predictability so that you can make sure that these things 206 00:11:16,916 --> 00:11:20,196 Speaker 2: all work. And it's a complicated process that you have 207 00:11:20,236 --> 00:11:21,996 Speaker 2: to make very very simple. 208 00:11:22,636 --> 00:11:24,196 Speaker 3: So here's an example of it. 209 00:11:24,676 --> 00:11:27,436 Speaker 2: When you're dealing with, you know, the customer base that 210 00:11:27,476 --> 00:11:30,676 Speaker 2: we're focused on. It's the people with farms. You know, 211 00:11:30,716 --> 00:11:33,756 Speaker 2: they have animals, livestock on their farms. It's a very 212 00:11:33,876 --> 00:11:36,796 Speaker 2: very you know, important thing, right, So we've got to 213 00:11:36,836 --> 00:11:39,316 Speaker 2: make sure that if they ask information about what's the 214 00:11:39,396 --> 00:11:42,956 Speaker 2: right food, what's the right ingredients that we're making up 215 00:11:42,956 --> 00:11:45,076 Speaker 2: that food, what's the right food for the right time 216 00:11:45,156 --> 00:11:47,436 Speaker 2: in the life cycle of a let's say a chicken. 217 00:11:47,636 --> 00:11:49,476 Speaker 2: It's very important, but we got to take it to 218 00:11:49,556 --> 00:11:52,836 Speaker 2: another level, like what about the sustainability of how that 219 00:11:52,876 --> 00:11:53,876 Speaker 2: food was created? 220 00:11:53,956 --> 00:11:55,796 Speaker 3: Like what ingredients go into that food. 221 00:11:56,276 --> 00:11:59,636 Speaker 1: So the idea is that what we're trying to do 222 00:11:59,796 --> 00:12:02,316 Speaker 1: is to increase the kind of sophistication of the encounter 223 00:12:02,356 --> 00:12:05,876 Speaker 1: between the store and the customer. I don't just go 224 00:12:06,036 --> 00:12:08,876 Speaker 1: in there and say I want that. Now the customer 225 00:12:08,916 --> 00:12:12,356 Speaker 1: is going and expecting a much richer kind of interaction 226 00:12:13,036 --> 00:12:14,676 Speaker 1: with the store, and you need to be able to 227 00:12:14,676 --> 00:12:15,996 Speaker 1: measure up to that expectation. 228 00:12:16,356 --> 00:12:18,556 Speaker 4: So are your team members? Are your team members? 229 00:12:18,796 --> 00:12:22,196 Speaker 5: I mean they have their handheld their devices and so 230 00:12:22,596 --> 00:12:26,156 Speaker 5: when you're talking about you at their fingertips, you're bringing 231 00:12:26,156 --> 00:12:27,276 Speaker 5: all that data forward. 232 00:12:27,876 --> 00:12:31,356 Speaker 6: Can I offer something that I think is really incredible 233 00:12:31,356 --> 00:12:33,116 Speaker 6: that tractor supply is doing. So. I grew up on 234 00:12:33,156 --> 00:12:35,316 Speaker 6: a farm, and I remember something would break on the farm. 235 00:12:35,356 --> 00:12:38,276 Speaker 6: You're on a farm, You're out twenty thirty forty to fifty. 236 00:12:38,076 --> 00:12:40,436 Speaker 4: Miles from what where the store is. 237 00:12:40,916 --> 00:12:43,036 Speaker 6: Oftentimes maybe not in a place where Amazon's going to 238 00:12:43,076 --> 00:12:46,156 Speaker 6: show up and deliver that same day. To be able 239 00:12:46,236 --> 00:12:49,796 Speaker 6: to work with a retailer that understands when you have 240 00:12:49,876 --> 00:12:52,036 Speaker 6: to stop and go and get the correct solution for 241 00:12:52,116 --> 00:12:55,476 Speaker 6: the thing that broke down. The timing of crops or 242 00:12:55,516 --> 00:12:57,556 Speaker 6: the timing of when you've got to get cattle ready 243 00:12:57,636 --> 00:12:59,516 Speaker 6: for sale is so important that if you have to 244 00:12:59,556 --> 00:13:01,916 Speaker 6: go off and spend eight hours to track down where 245 00:13:01,956 --> 00:13:04,396 Speaker 6: do I get the thing that I need? It really 246 00:13:04,436 --> 00:13:07,316 Speaker 6: does have an impact on your profitability, your bottom line 247 00:13:07,956 --> 00:13:10,156 Speaker 6: as a farmer. And I think you guys are really 248 00:13:10,196 --> 00:13:14,076 Speaker 6: helping to bring technology into a way that really serves 249 00:13:14,116 --> 00:13:15,436 Speaker 6: your customers. 250 00:13:15,756 --> 00:13:26,556 Speaker 1: We'll be right back after a short break. We're back. 251 00:13:27,556 --> 00:13:29,276 Speaker 1: I want you to dig into this a little more 252 00:13:29,436 --> 00:13:34,756 Speaker 1: because there are probably there is probably you know, when 253 00:13:34,796 --> 00:13:38,876 Speaker 1: I compare the two worlds that you guys come from, 254 00:13:40,116 --> 00:13:43,116 Speaker 1: consumer reactions, feelings about those two worlds are very different. 255 00:13:44,036 --> 00:13:49,276 Speaker 1: There's an enormous amount of customer dissatisfaction in healthcare. It's 256 00:13:49,436 --> 00:13:51,436 Speaker 1: annoying to go to your doctor or the hospital half 257 00:13:51,476 --> 00:13:55,956 Speaker 1: the time. Yes, seventeen million forms. Doctors hate digital health records. 258 00:13:55,996 --> 00:13:58,956 Speaker 5: When you think about where healthcare started with the electronic 259 00:13:58,996 --> 00:14:02,396 Speaker 5: health record, it was everything that we did on paper, 260 00:14:02,796 --> 00:14:05,916 Speaker 5: We're going to now make it electronic. And I remember 261 00:14:05,956 --> 00:14:10,556 Speaker 5: talking to some EHR Electronic Health Record vendors twenty five 262 00:14:10,676 --> 00:14:12,756 Speaker 5: years ago and they're like, we're going to make it faster, 263 00:14:12,876 --> 00:14:14,796 Speaker 5: We're going to make it easier physicians. And I said, 264 00:14:15,076 --> 00:14:18,236 Speaker 5: never tell them that, because nothing is faster than a 265 00:14:18,316 --> 00:14:21,796 Speaker 5: piece of paper and a pen when it comes to documenting. 266 00:14:22,436 --> 00:14:25,596 Speaker 4: And now the pendulum. 267 00:14:25,196 --> 00:14:29,876 Speaker 5: Has shifted with electronic health records, with ambient AI, with. 268 00:14:30,076 --> 00:14:31,756 Speaker 1: Quick quick do you mean by ambient da air? 269 00:14:31,916 --> 00:14:35,716 Speaker 4: I can talk in the room, you know, the hey Google. 270 00:14:35,676 --> 00:14:36,476 Speaker 1: Oh, I say okay. 271 00:14:36,596 --> 00:14:39,636 Speaker 5: And you know we've been we've been piloting that in 272 00:14:39,676 --> 00:14:41,636 Speaker 5: some of our nursing units where they come into the 273 00:14:41,716 --> 00:14:44,716 Speaker 5: room and the end they can talk to the patient 274 00:14:44,836 --> 00:14:48,236 Speaker 5: and capture that information instead of sitting there with their 275 00:14:48,276 --> 00:14:49,556 Speaker 5: back to the patient typing. 276 00:14:50,316 --> 00:14:52,596 Speaker 1: Yeah. So the simple act of if I can do 277 00:14:52,676 --> 00:14:57,076 Speaker 1: stuff while I am still engaged with you. Why do 278 00:14:57,156 --> 00:14:58,476 Speaker 1: I makes all the difference. 279 00:14:58,236 --> 00:15:01,716 Speaker 6: In the world, Because you know, in my world, meeting 280 00:15:01,756 --> 00:15:05,756 Speaker 6: with customers really trying to listen and focus on what 281 00:15:05,756 --> 00:15:07,636 Speaker 6: do they need, what's the problem that they're trying to solve, 282 00:15:07,876 --> 00:15:10,756 Speaker 6: But then it takes thirty min it's forty five minutes 283 00:15:11,396 --> 00:15:14,316 Speaker 6: of quiet, focused time to just capture what are all 284 00:15:14,316 --> 00:15:15,916 Speaker 6: the next steps and what are the things that I've 285 00:15:15,916 --> 00:15:18,476 Speaker 6: got to go and do afterwards. And so that's less 286 00:15:18,476 --> 00:15:19,876 Speaker 6: time that I get to spend with the customer, and 287 00:15:19,916 --> 00:15:21,676 Speaker 6: it might mean less time that I'm really able to 288 00:15:21,676 --> 00:15:24,036 Speaker 6: focus in on what the customer is telling me. But 289 00:15:24,276 --> 00:15:29,236 Speaker 6: with tools that we have today that we're already using 290 00:15:29,276 --> 00:15:32,996 Speaker 6: and selling and providing for customers, we're able to take 291 00:15:33,036 --> 00:15:36,916 Speaker 6: recorded sessions like this, and the AI will summarize the 292 00:15:37,036 --> 00:15:39,676 Speaker 6: action items and we'll even set up a calendar appointment. 293 00:15:39,716 --> 00:15:42,116 Speaker 6: So I think about in healthcare, if I were able 294 00:15:42,156 --> 00:15:46,156 Speaker 6: to get the discussion with the doctor and they say, hey, Keli, 295 00:15:46,476 --> 00:15:49,956 Speaker 6: you're forty five, you need a colonoscopy, wouldn't that be 296 00:15:50,036 --> 00:15:53,556 Speaker 6: great if it was already scheduled and that that follow 297 00:15:53,596 --> 00:15:55,796 Speaker 6: up was already taken care of, because because I may 298 00:15:55,836 --> 00:15:57,636 Speaker 6: not want to schedule that I mean admitting that I 299 00:15:57,676 --> 00:15:59,356 Speaker 6: have forty nine forty five and have to follow but 300 00:15:59,436 --> 00:16:00,596 Speaker 6: mightbe more than I can handle. 301 00:16:00,676 --> 00:16:01,916 Speaker 4: But if you. 302 00:16:01,836 --> 00:16:04,876 Speaker 6: Can use and I'm making a joke, but imagine what 303 00:16:04,916 --> 00:16:09,316 Speaker 6: that will empower in terms of healthcare for us to 304 00:16:09,316 --> 00:16:12,796 Speaker 6: tools that take people from not wanting to deal with 305 00:16:12,836 --> 00:16:15,796 Speaker 6: the message and putting them into the next stuff. 306 00:16:15,916 --> 00:16:19,116 Speaker 1: Kind of Well, this brings a question I had for al. 307 00:16:19,516 --> 00:16:23,716 Speaker 1: You're asking a lot more of your retail staff. They're 308 00:16:23,716 --> 00:16:29,156 Speaker 1: no longer simply managing a transaction. Now the real partners 309 00:16:29,196 --> 00:16:32,236 Speaker 1: with the customer. If you upgrade the technology, you have 310 00:16:32,276 --> 00:16:36,796 Speaker 1: to start redefining your relationship the role of your sports staff. 311 00:16:36,916 --> 00:16:39,276 Speaker 2: If you notice I keep bringing up the customer and 312 00:16:39,316 --> 00:16:41,836 Speaker 2: the team member and they're intertwined. That's one of the 313 00:16:41,876 --> 00:16:44,956 Speaker 2: reasons why is because you got to think through all this. 314 00:16:45,196 --> 00:16:48,116 Speaker 2: As you add more capabilities, you got to increase the productivities, 315 00:16:48,156 --> 00:16:50,356 Speaker 2: Like how do I use AI to actually generate code? 316 00:16:50,476 --> 00:16:51,196 Speaker 3: We actually do that. 317 00:16:51,236 --> 00:16:53,836 Speaker 2: Now, how do we use it to generate test scripts 318 00:16:53,836 --> 00:16:56,756 Speaker 2: so that we can test things faster get it into market. 319 00:16:57,036 --> 00:16:57,876 Speaker 3: And the same thing. 320 00:16:57,796 --> 00:17:01,356 Speaker 2: Does apply, you know in the walls of the retail location. 321 00:17:01,556 --> 00:17:04,196 Speaker 2: Is because it's like how do I make replenishment faster? 322 00:17:04,716 --> 00:17:08,116 Speaker 2: How do I make you know, labeling faster in a store? 323 00:17:08,276 --> 00:17:11,716 Speaker 2: What's the process for that? So anything and everything is 324 00:17:11,756 --> 00:17:12,636 Speaker 2: on the table now. 325 00:17:13,556 --> 00:17:16,276 Speaker 1: So you when you roll out of the big difference 326 00:17:16,276 --> 00:17:19,916 Speaker 1: between your world and Heathers is Heather You're at one institution. 327 00:17:20,196 --> 00:17:21,836 Speaker 1: How many stores does tract Supply have? 328 00:17:22,196 --> 00:17:24,636 Speaker 2: We have twenty two hundred Tractor Supply stores and two 329 00:17:24,716 --> 00:17:25,876 Speaker 2: hundred at pet Sun stores. 330 00:17:25,956 --> 00:17:28,996 Speaker 1: Yeah, so when you roll out something, do you roll 331 00:17:29,036 --> 00:17:32,356 Speaker 1: it out incrementally or do you do it in all 332 00:17:32,596 --> 00:17:33,596 Speaker 1: twenty two hundred places? 333 00:17:33,636 --> 00:17:36,596 Speaker 2: Some days we do it in an incremental fashion. What 334 00:17:36,676 --> 00:17:39,756 Speaker 2: we do is, you know, we have labs within our 335 00:17:40,436 --> 00:17:44,276 Speaker 2: Store support Center and Brent La, Tennessee to support those locations, 336 00:17:44,716 --> 00:17:46,236 Speaker 2: and we test in those labs. 337 00:17:46,276 --> 00:17:49,076 Speaker 3: Typically. The second thing we do is we work very closely. 338 00:17:49,276 --> 00:17:52,356 Speaker 2: There's a group of stores that are considered, you know, 339 00:17:52,396 --> 00:17:56,436 Speaker 2: like the test stores, but they're they're the team members 340 00:17:56,436 --> 00:17:59,796 Speaker 2: that have more of that that engineering, that tinkering mindset. 341 00:17:59,916 --> 00:18:03,756 Speaker 2: So we've identified roughly one hundred stores and they basically 342 00:18:03,836 --> 00:18:05,556 Speaker 2: we deploy it to them and they test it and 343 00:18:05,556 --> 00:18:08,076 Speaker 2: they give us feedback and then we kind of iterate 344 00:18:08,156 --> 00:18:10,836 Speaker 2: through it and then we start deploying it two larger 345 00:18:10,916 --> 00:18:12,716 Speaker 2: volumes of the store of the change. 346 00:18:12,796 --> 00:18:14,956 Speaker 6: I think we were talking about it earlier, which was 347 00:18:15,316 --> 00:18:21,556 Speaker 6: the role of the CIO really evolving. The work that 348 00:18:21,636 --> 00:18:23,996 Speaker 6: I've done at T Mobile for twenty years with my 349 00:18:24,156 --> 00:18:27,636 Speaker 6: IT teams is very different today than the work that 350 00:18:27,636 --> 00:18:30,356 Speaker 6: we were doing twenty years ago. And I think you all, 351 00:18:30,436 --> 00:18:33,356 Speaker 6: it's fun to hear you talk about your risk takers 352 00:18:33,476 --> 00:18:36,756 Speaker 6: or you want to move fast because of the speed 353 00:18:36,876 --> 00:18:39,836 Speaker 6: of what is happening with data and what is happening 354 00:18:39,876 --> 00:18:43,316 Speaker 6: with the connectivity solutions and what we can do with AI. 355 00:18:44,556 --> 00:18:48,116 Speaker 6: And I think in retail and in healthcare, there's people 356 00:18:48,116 --> 00:18:50,996 Speaker 6: that are willing now to push the limits. So you're 357 00:18:51,116 --> 00:18:55,876 Speaker 6: now a culture leader for your company, whereas before I 358 00:18:55,876 --> 00:18:57,596 Speaker 6: don't know if I thought of my head of IT 359 00:18:57,916 --> 00:19:00,676 Speaker 6: as a culture leader for the company per se. But 360 00:19:00,756 --> 00:19:04,196 Speaker 6: you're changing the way that people work. You're changing what 361 00:19:04,236 --> 00:19:07,076 Speaker 6: they are able to provide for their customers in profound ways, 362 00:19:07,196 --> 00:19:09,796 Speaker 6: and I think that's a really cool part of your jobs. 363 00:19:09,996 --> 00:19:12,476 Speaker 1: How long before an IT person becomes the CEO of 364 00:19:12,516 --> 00:19:16,156 Speaker 1: a traditional bricks and motor company. 365 00:19:16,196 --> 00:19:18,156 Speaker 5: That's my ultimate goal is to be CEO of the 366 00:19:18,196 --> 00:19:19,636 Speaker 5: hospital someday for reals. 367 00:19:21,596 --> 00:19:23,716 Speaker 4: It's a big jump because. 368 00:19:25,196 --> 00:19:29,036 Speaker 5: If you don't position yourself as a partner with the 369 00:19:29,076 --> 00:19:32,716 Speaker 5: strategy and with the business, especially in healthcare, then you 370 00:19:32,756 --> 00:19:36,236 Speaker 5: become the order taker. And my philosophy is I don't 371 00:19:36,236 --> 00:19:40,076 Speaker 5: want my IT teams to be order takers. I want 372 00:19:40,156 --> 00:19:41,676 Speaker 5: us to be seen as partners. 373 00:19:41,916 --> 00:19:46,316 Speaker 1: I'm curious about the relationship between the interaction between you 374 00:19:46,796 --> 00:19:49,996 Speaker 1: and non IT people in your organizations. We spoke to 375 00:19:49,996 --> 00:19:51,556 Speaker 1: about this a little bit. I want to dig in 376 00:19:51,556 --> 00:19:57,436 Speaker 1: on this. Are there parts of your vision for the 377 00:19:57,476 --> 00:20:01,916 Speaker 1: company that are difficult to convince others of to explain 378 00:20:02,196 --> 00:20:06,036 Speaker 1: to do people get how you said, whether you guys 379 00:20:06,076 --> 00:20:08,716 Speaker 1: are at a tipping point? Do non IT people get that? 380 00:20:09,636 --> 00:20:09,956 Speaker 1: Do it? 381 00:20:09,996 --> 00:20:10,076 Speaker 5: Is? 382 00:20:10,076 --> 00:20:11,196 Speaker 1: It a hard time convincing? 383 00:20:11,236 --> 00:20:16,236 Speaker 5: And sometimes I will tell you the introduction five of 384 00:20:16,276 --> 00:20:20,636 Speaker 5: a private five G cellular environment, first of it's kind 385 00:20:20,636 --> 00:20:23,076 Speaker 5: in healthcare. I really had to sell that to the 386 00:20:23,156 --> 00:20:25,076 Speaker 5: organization because they're like, well, we have Wi FI And 387 00:20:25,116 --> 00:20:26,596 Speaker 5: they said, then why do you keep calling me and 388 00:20:26,596 --> 00:20:29,036 Speaker 5: telling me that your calls are dropping from the o 389 00:20:29,316 --> 00:20:30,196 Speaker 5: R to the ICU. 390 00:20:31,476 --> 00:20:33,716 Speaker 4: So putting it into. 391 00:20:33,996 --> 00:20:36,556 Speaker 5: To some you know, to articulate not to talk about 392 00:20:36,556 --> 00:20:38,756 Speaker 5: the bits and the bytes, but to talk about what 393 00:20:38,796 --> 00:20:41,916 Speaker 5: problems are we trying to solve and can technology do that? 394 00:20:42,396 --> 00:20:44,916 Speaker 5: And if so, are you willing to do that with me? 395 00:20:45,356 --> 00:20:48,196 Speaker 5: Because I am not an end user in the host. 396 00:20:48,276 --> 00:20:51,836 Speaker 5: I don't I don't use the electronic health record, but 397 00:20:52,076 --> 00:20:55,356 Speaker 5: I have to make sure that it works and sitting 398 00:20:55,436 --> 00:20:58,116 Speaker 5: at the table and having the conversations. 399 00:20:57,836 --> 00:20:59,756 Speaker 4: Because I will tell you when I go to do my. 400 00:20:59,756 --> 00:21:01,836 Speaker 5: Budget every year, I don't know how you how are 401 00:21:02,236 --> 00:21:07,396 Speaker 5: but you know storage and compute and you know, a 402 00:21:07,436 --> 00:21:12,356 Speaker 5: new virtual server somewhere is not as sexy as IVY 403 00:21:12,396 --> 00:21:17,276 Speaker 5: pumps and an MRI machine. So I'm competing with you know, 404 00:21:17,316 --> 00:21:22,276 Speaker 5: the same dollars. And but yet I have to explain 405 00:21:22,356 --> 00:21:25,876 Speaker 5: to my peers, you can't have the cool, sexy stuff 406 00:21:25,996 --> 00:21:28,556 Speaker 5: if the foundation, if the infrastructure isn't there. 407 00:21:28,676 --> 00:21:29,596 Speaker 4: We have to invest in. 408 00:21:29,716 --> 00:21:31,756 Speaker 1: How large is your team your I T team. 409 00:21:32,236 --> 00:21:35,036 Speaker 4: I have over four hundred you're four hundred people. 410 00:21:35,756 --> 00:21:36,796 Speaker 1: How long is your team? 411 00:21:36,916 --> 00:21:40,276 Speaker 2: So we have roughly four hundred team members and about 412 00:21:40,276 --> 00:21:42,476 Speaker 2: a thousand contractors that work for us. 413 00:21:42,956 --> 00:21:46,156 Speaker 1: You're talking just about the it Yeah, Oh my goodness. 414 00:21:46,516 --> 00:21:49,996 Speaker 2: Yeah, it's a it's a complicate it's a complicated enterprise. 415 00:21:50,116 --> 00:21:51,756 Speaker 4: I mean a lot of different skill set. 416 00:21:51,676 --> 00:21:55,996 Speaker 2: Five years ago, how large would probably half the size? 417 00:21:56,316 --> 00:21:57,516 Speaker 1: Is that same for you headn't. 418 00:21:57,796 --> 00:21:57,996 Speaker 4: Yeah. 419 00:21:58,396 --> 00:22:00,636 Speaker 1: In other words, I should be telling my daughters there's 420 00:22:00,636 --> 00:22:02,556 Speaker 1: really only one thing you should be studying. 421 00:22:05,076 --> 00:22:10,116 Speaker 4: Dentistry. CIOs have to prove the value of it. 422 00:22:11,276 --> 00:22:14,476 Speaker 5: That's our I mean, we have to market it because 423 00:22:14,676 --> 00:22:17,236 Speaker 5: in healthcare and healthcare I t I'm not a revenue 424 00:22:17,276 --> 00:22:21,276 Speaker 5: generating department. I'm not a radiology department, you know, I'm 425 00:22:21,276 --> 00:22:23,956 Speaker 5: not a surgeon surgical department. 426 00:22:24,636 --> 00:22:25,596 Speaker 4: I'm a cost center. 427 00:22:25,996 --> 00:22:29,916 Speaker 5: So I have to show the value, whether that's qualitatively 428 00:22:29,996 --> 00:22:32,396 Speaker 5: or quantitatively, just about every single day. 429 00:22:32,636 --> 00:22:34,636 Speaker 4: And so it's it's a balance. 430 00:22:35,636 --> 00:22:37,676 Speaker 1: One of the things I love in when I'm talking 431 00:22:37,676 --> 00:22:40,716 Speaker 1: to people who are experts in a particular field is 432 00:22:41,236 --> 00:22:45,156 Speaker 1: they see the world differently than because you have an 433 00:22:45,156 --> 00:22:46,956 Speaker 1: area of expertise the rest of us don't have. Right, 434 00:22:47,036 --> 00:22:48,956 Speaker 1: So this is one of the question on those lines, 435 00:22:50,196 --> 00:22:52,316 Speaker 1: I would like every one of each of you to 436 00:22:52,516 --> 00:22:56,996 Speaker 1: describe a situation that you're in in the world where 437 00:22:57,036 --> 00:23:00,156 Speaker 1: you say to yourself, under your breath, you guys really 438 00:23:00,156 --> 00:23:03,716 Speaker 1: need my help. Give me the you guys, I actually 439 00:23:03,796 --> 00:23:05,716 Speaker 1: have one. I'm not an IT person I have on 440 00:23:05,796 --> 00:23:08,156 Speaker 1: you guys, not the story of my bank about it, 441 00:23:08,596 --> 00:23:11,276 Speaker 1: but I want alan We're going to go first, give 442 00:23:11,316 --> 00:23:13,396 Speaker 1: you an example of you guys really need play help. 443 00:23:15,716 --> 00:23:22,996 Speaker 2: Honestly experiences at like concert events, sporting events. I think 444 00:23:23,036 --> 00:23:25,836 Speaker 2: there's a lot of opportunity and I'm not trying. 445 00:23:25,596 --> 00:23:27,196 Speaker 1: To So what do you what do you go to? 446 00:23:27,236 --> 00:23:29,476 Speaker 1: Are you a football fan? What are you football? 447 00:23:29,676 --> 00:23:31,356 Speaker 3: Concert? Yeah? 448 00:23:31,436 --> 00:23:32,996 Speaker 1: What is it you want you're not getting? 449 00:23:33,156 --> 00:23:35,076 Speaker 2: I mean, I want to be able to have the connectivity, 450 00:23:35,316 --> 00:23:38,396 Speaker 2: be able to interact more with the stats, with the 451 00:23:39,436 --> 00:23:41,476 Speaker 2: you know, what's happening on the field. I want to 452 00:23:41,476 --> 00:23:42,796 Speaker 2: be able to be in a position where I don't 453 00:23:42,796 --> 00:23:44,356 Speaker 2: have to leave my seat because I actually want to 454 00:23:44,356 --> 00:23:45,036 Speaker 2: watch the game. 455 00:23:45,636 --> 00:23:45,836 Speaker 3: You know. 456 00:23:45,876 --> 00:23:47,636 Speaker 2: If I'm at a concert, I want to be able 457 00:23:47,676 --> 00:23:49,356 Speaker 2: to you know, is there a way I could zoom 458 00:23:49,396 --> 00:23:52,356 Speaker 2: into webcams to see closer if I have bad seats 459 00:23:52,356 --> 00:23:54,396 Speaker 2: to the show, if I want to know the song 460 00:23:54,436 --> 00:23:56,596 Speaker 2: that they're playing, or you know, the number of times 461 00:23:56,636 --> 00:23:59,076 Speaker 2: they've played it depending on the type of music you like. 462 00:24:00,396 --> 00:24:03,356 Speaker 2: You know, I just see a much more interactive experience. 463 00:24:03,516 --> 00:24:08,916 Speaker 5: So Heather, your choice choice, I'm going to stick with 464 00:24:08,956 --> 00:24:13,076 Speaker 5: how health care. It would just be lovely if if 465 00:24:13,196 --> 00:24:19,636 Speaker 5: a patient that moved either between hospitals, moved between states, 466 00:24:20,556 --> 00:24:24,476 Speaker 5: that we didn't have to fill out the forms again, 467 00:24:26,676 --> 00:24:28,996 Speaker 5: how nice would it be for that? 468 00:24:30,316 --> 00:24:30,636 Speaker 1: Kelly. 469 00:24:31,916 --> 00:24:34,476 Speaker 6: Yeah, I have a dear friend that has cancer, and 470 00:24:35,596 --> 00:24:37,436 Speaker 6: watching her try to figure out how to become an 471 00:24:37,436 --> 00:24:39,956 Speaker 6: expert in the medical field just so that she could 472 00:24:40,716 --> 00:24:44,236 Speaker 6: get the appropriate treatment and coordinating all of the different 473 00:24:44,436 --> 00:24:50,276 Speaker 6: doctors that were required, I think was really tough to watch, 474 00:24:50,316 --> 00:24:53,676 Speaker 6: and I think lots of unfortunately lots of families have gone. 475 00:24:53,476 --> 00:24:55,556 Speaker 4: Through kind of that experience. 476 00:24:57,036 --> 00:25:00,516 Speaker 6: I think one that I do every day, or it 477 00:25:00,556 --> 00:25:02,676 Speaker 6: seems like every day, is I get on an airplane. 478 00:25:03,116 --> 00:25:05,996 Speaker 6: And I think airlines have come a long way to 479 00:25:06,076 --> 00:25:08,756 Speaker 6: make it more digital and more self serve and more connected. 480 00:25:09,476 --> 00:25:11,716 Speaker 6: But I still think there's an awful lot that they 481 00:25:11,836 --> 00:25:16,596 Speaker 6: could benefit from in both your experience and being able 482 00:25:16,596 --> 00:25:19,236 Speaker 6: to focus on the experience of a person that's flying 483 00:25:19,276 --> 00:25:22,796 Speaker 6: all the time and what that experience could look like. 484 00:25:22,836 --> 00:25:25,316 Speaker 6: I think we've all decided we're going to sit like 485 00:25:25,356 --> 00:25:30,156 Speaker 6: we're in a bus and we just take it. But 486 00:25:30,276 --> 00:25:32,916 Speaker 6: I think there's a lot of things they could do 487 00:25:33,036 --> 00:25:37,356 Speaker 6: to make what it's like to try and manage a 488 00:25:37,396 --> 00:25:39,716 Speaker 6: travel schedule through flight and connect with people that you 489 00:25:39,796 --> 00:25:42,836 Speaker 6: love or business could be seller. 490 00:25:43,076 --> 00:25:46,076 Speaker 1: I think what I just came up with listening to you, 491 00:25:47,116 --> 00:25:52,756 Speaker 1: which is it's just about deplaning from the airplane, drives 492 00:25:52,796 --> 00:25:56,396 Speaker 1: me up the wall. Right. So we have an AI 493 00:25:56,516 --> 00:25:59,036 Speaker 1: system that creates an algorithm what's the fastest way to 494 00:25:59,436 --> 00:26:02,876 Speaker 1: deplane this thing? And it looks and sees where you are, 495 00:26:02,956 --> 00:26:05,316 Speaker 1: how you're sitting. All you to do is punch in 496 00:26:05,356 --> 00:26:07,316 Speaker 1: how many bags you have, where they are, and then 497 00:26:07,356 --> 00:26:09,956 Speaker 1: you sit in your No one move. You sit in 498 00:26:09,996 --> 00:26:15,156 Speaker 1: your chair with your phone, and this is your chair. Malcolm, 499 00:26:15,396 --> 00:26:18,836 Speaker 1: get up now. I swear to God they would make it. Okay, 500 00:26:18,996 --> 00:26:21,596 Speaker 1: here's the other one say I at the same thought. 501 00:26:21,636 --> 00:26:23,716 Speaker 1: I was on it. I was in a vacation my family. 502 00:26:23,716 --> 00:26:27,316 Speaker 1: But some hotel. We go down the to the to 503 00:26:27,396 --> 00:26:30,436 Speaker 1: the restaurant in the morning. Person looks at me and 504 00:26:30,516 --> 00:26:35,116 Speaker 1: they go, what's your name? They type type it in, 505 00:26:35,396 --> 00:26:38,676 Speaker 1: what's your room number? Type it in? What's your telephone number? 506 00:26:38,836 --> 00:26:41,316 Speaker 1: Type it in, and then they stare at the screen 507 00:26:41,356 --> 00:26:44,436 Speaker 1: for what looks like forty five seconds. The email place 508 00:26:44,476 --> 00:26:46,836 Speaker 1: is half empty, and then they print out a piece 509 00:26:46,876 --> 00:26:49,676 Speaker 1: of paper and take it and put it on my 510 00:26:49,796 --> 00:26:53,436 Speaker 1: It's like, is this nineteen eighty five? Like, what is 511 00:26:53,516 --> 00:26:55,956 Speaker 1: going on here? Why can't the person all I want 512 00:26:56,196 --> 00:26:58,236 Speaker 1: to your point about healthcare? Maybe this is way way 513 00:26:58,276 --> 00:27:00,716 Speaker 1: lower stakes, but I just want someone to look me 514 00:27:00,756 --> 00:27:03,836 Speaker 1: in the eye and say, welcome to the restaurant. That's 515 00:27:03,876 --> 00:27:07,556 Speaker 1: all I want. Yeah, yeah, like this is I feel like, 516 00:27:08,036 --> 00:27:10,156 Speaker 1: will you give me yourself at the end of this 517 00:27:10,196 --> 00:27:11,836 Speaker 1: so I can just call you next time I had 518 00:27:11,836 --> 00:27:14,476 Speaker 1: this experience, I just hand the phone them I have 519 00:27:14,556 --> 00:27:15,476 Speaker 1: someone to talk to. 520 00:27:16,796 --> 00:27:19,076 Speaker 4: Yes, Malcolm, thank you. 521 00:27:20,276 --> 00:27:23,996 Speaker 1: Well, this has been incredibly fun. Thanks to all of you. 522 00:27:24,196 --> 00:27:26,796 Speaker 1: Good luck with what you do, and may you someday 523 00:27:26,836 --> 00:27:28,116 Speaker 1: we can do this in a couple of years, And 524 00:27:28,116 --> 00:27:29,956 Speaker 1: now I hope I'll be talking to the CEO of 525 00:27:31,196 --> 00:27:45,196 Speaker 1: Boston Children's and of Tractor Supply. This episode was made 526 00:27:45,236 --> 00:27:48,916 Speaker 1: in partnership with T Mobile for Business and iHeartMedia. Special 527 00:27:48,956 --> 00:27:51,836 Speaker 1: thanks to Calli Field, President of T Mobile Business Group, 528 00:27:52,036 --> 00:27:57,516 Speaker 1: Heather Nelson, Chief Information Officer at Boston Children's Hospital, al Letera, 529 00:27:57,876 --> 00:28:01,276 Speaker 1: Senior Vice president of IT at Tractor Supply, and the 530 00:28:01,476 --> 00:28:06,796 Speaker 1: entire production crew at iHeartMedia. This episode was produced by 531 00:28:06,876 --> 00:28:10,396 Speaker 1: Nina Lawrence, and Ben at Apph Haffrey, Editing by Sarah Knicks, 532 00:28:10,836 --> 00:28:14,956 Speaker 1: mastering by Jake Gorsky. Our executive producer is Jacob Smith. 533 00:28:15,356 --> 00:28:16,276 Speaker 1: I'm Malcolm Glama.