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