Speaker 1: Pushkin. This episode is a paid partnership with T Mobile
Speaker 1: for Business. Hello everyone, Malcolm Glabell here today I'm having
Speaker 1: a special conversation hosted by my good friends at T
Speaker 1: Mobile for Business about how the digital revolution is going
Speaker 1: to transform everything about the way we do business. I'm
Speaker 1: talking to Heather Nelson, the Chief Information Officer at Boston
Speaker 1: Children's Hospital, Al Lettera, senior vice president of IT at
Speaker 1: Trackner Supply Company, and Kelly Field, president at T Mobile
Speaker 1: Business Group, who you may remember, by the way from
Speaker 1: our episode at the Las Vegas Grand Prix. So you
Speaker 1: might think, hasn't the digital revolution been happening for a
Speaker 1: while now, Sure, but it's been unevenly distributed. And the
Speaker 1: folks at T Mobiles say that thanks to five G,
Speaker 1: businesses are now able to transform how they do business
Speaker 1: at scale, which is all these interesting ripple effects, including
Speaker 1: IT moving from a support role to a leadership role.
Speaker 1: So I wanted to talk to two brilliant IT leaders
Speaker 1: who are transforming two radically different worlds, healthcare and retail.
Speaker 1: Buckle up, because there's a big technological change happening. This
Speaker 1: conversation is for all the CIOs and business owners who
Speaker 1: are dreaming up new ways to make things run better.
Speaker 1: But it's also for everyone who goes to the doctor
Speaker 1: or shop's retail CALLI and Al and Heather really convinced
Speaker 1: me that five G is changing just about everything with
Speaker 1: me is Alaterra you and it for tractor supply. Yes,
Speaker 1: one of the the grandest, oldest is a tractor supply
Speaker 1: not far from my home, so I drive by it
Speaker 1: all the time. And then we have Heather Nelson, and
Speaker 1: you are the CIO for Boston Children's I am. And
Speaker 1: then we had the president of t Mobile Business Group,
Speaker 1: Kelly Field. Kelly, we have done this before. I really
Speaker 1: look forward to this conversation. Well, I wanted to start
Speaker 1: with you, Al, and I wanted you to give me
Speaker 1: a kind of blue sky picture of where you would
Speaker 1: love to be five years from now, which tract to
Speaker 1: supply in things digital.
Speaker 2: Yeah, five years from now is really going to be
Speaker 2: eighteen months from now, so because it's going that fast.
Speaker 2: But to us as an organization and service of our
Speaker 2: customers and our team members, it's really going to be
Speaker 2: a consumer and team member centric strategy that is really
Speaker 2: taking into consideration, putting everything at the fingertips of the
Speaker 2: team member and the customer. So it's right there available
Speaker 2: to them when they're either shopping, their working on their farms,
Speaker 2: or whether they're working within the communities that they're serving.
Speaker 2: It's all the information that they need is at their fingertips.
Speaker 1: Heather, do you have a give us a vision.
Speaker 3: Of a vision? I'm going to use one of your phrases.
Speaker 4: We really are at a tipping point with healthcare delivery
Speaker 4: in the enabling technology. Our patients are consumers and we
Speaker 4: have to make it easier for patients to come to us.
Speaker 4: We have to make it easier for physicians care team
Speaker 4: members to care for those patients. So self service and
Speaker 4: access will be where we need to focus on. And
Speaker 4: I know for Boston children it's one of our pillars
Speaker 4: and our strategic plan is to increase the access and
Speaker 4: the self service for our patients.
Speaker 1: All you talked about both customers and people who are
Speaker 1: for protractors. Now you think of this as being a
Speaker 1: revolutionists equally weighted in those two groups or is it
Speaker 1: tilt in one direction more than now?
Speaker 3: It's equally weighted.
Speaker 2: You know, the intersection of technology, you know, with the
Speaker 2: retail industry is not just focused on the customer side,
Speaker 2: the team member interaction with the customer's paramount to our success.
Speaker 2: If you go back, we've been in business eighty five
Speaker 2: plus years. The secret sauce of our businesses is our
Speaker 2: customer relationship. So the team members are facilitating that and
Speaker 2: without the right tools, without the right experiences, without the
Speaker 2: right information, you know, making them more productive, and just
Speaker 2: giving them access to whatever it is they need to
Speaker 2: service as customers's paramount to the success of our overall
Speaker 2: digital strategy.
Speaker 5: I'm just going to jump in and I love working
Speaker 5: with both of these leaders because they are so customer centric,
Speaker 5: which I think really resonates with me at Tea Mobile.
Speaker 5: But I love the call out for the digital transformation
Speaker 5: impacts the way that you're able to serve your customers
Speaker 5: and the relationship that you have with them in so
Speaker 5: many profound ways, especially given AI and where it's taking
Speaker 5: the need for data and connectivity, but also for your
Speaker 5: employees in a digital age. A lot of times people
Speaker 5: ask me, well, why do you need to invest in
Speaker 5: your employees and or your providers in the same way
Speaker 5: because everything is self served and digital. I think about
Speaker 5: like iron Man having Jarvis, you know, you equip them
Speaker 5: with the technical tools that make them the very best
Speaker 5: heroes you for your customers. And that's something that I
Speaker 5: appreciate about that.
Speaker 3: And we want to empower our patients.
Speaker 4: And yes we're a children's hospital, but these kids know technology, they.
Speaker 3: Know how to use iPhones and iPads, and so why not.
Speaker 4: Make sure that they have the tools and the apps
Speaker 4: to do that at home to do that so that
Speaker 4: they're empowered and they feel in control of their head.
Speaker 1: Give me, give me a concrete example of something you
Speaker 1: would like a patient to be able to do that
Speaker 1: they can't do now.
Speaker 3: I would say any of the of the wearable devices.
Speaker 4: What if we were able to do more home infusions
Speaker 4: for our cancer patients so they don't have to drive
Speaker 4: and to come to the hot spital, and then making
Speaker 4: sure that that information then gets back into the electronic
Speaker 4: health record seamlessly, so the physician knows that how there's
Speaker 4: getting her infusion that day, and we can call and
Speaker 4: be proactive with her parents. That's what I want to see.
Speaker 4: I wanted to be almost like concierge care for us,
Speaker 4: which is.
Speaker 1: There an obstacle to getting there right now?
Speaker 4: Well, we are starting to break down those those barriers
Speaker 4: with our five G cellular network. You know, hospitals for example,
Speaker 4: we've been soul reliant on Wi Fi and Wi Fi
Speaker 4: is just not meant for a mobile environment.
Speaker 3: It's not meant.
Speaker 4: I mean, I have calls dropped from the OAR to
Speaker 4: the ICU and that's frustrating for clinicians.
Speaker 1: I went into my bank yesterday where I banked for
Speaker 1: twenty years, because they had locked me out of my
Speaker 1: account digitally, and I had to do something transfer money,
Speaker 1: and I went in transfer money, stay, waited the line,
Speaker 1: finally got to the teller, went to all kinds of
Speaker 1: stuff and then she looked at me and she goes,
Speaker 1: can't do that. It's like, why can't you do it?
Speaker 1: And she said not making She said Wi Fi is down.
Speaker 3: It's like all right, see that's what happened, right. These
Speaker 3: delivery lose customers.
Speaker 6: Customers the way.
Speaker 1: No one seemed to care at all that they had
Speaker 1: lost me as a customer, which she's hurt my feelings.
Speaker 4: WiFi is not going away, but it doesn't have to
Speaker 4: be my primary focus anymore. And also it's not just
Speaker 4: about the four walls of the hospital anymore. We want
Speaker 4: to one of our other strategies over the next couple
Speaker 4: of years is to do as much care at home
Speaker 4: as possible and to have a five G enabled environment
Speaker 4: that levels the playing field for our patients.
Speaker 3: Wi Fi was.
Speaker 5: A great solution in the four G era, and as
Speaker 5: we start to learn to use data differently and we
Speaker 5: start to see the evolution of how we can take
Speaker 5: important customer or patient information and get smarter and provide
Speaker 5: better solutions or faster, or whether it's from a cost
Speaker 5: perspective or whether it's from a quality of treatment perspective,
Speaker 5: the amount of data that is available to us and
Speaker 5: us being able to do something with that data is
Speaker 5: so quickly and rapidly evolving. And in a Wi Fi world,
Speaker 5: you need more consistency. You need SLAS, and you need
Speaker 5: to be SLA is service level agreement. So you need
Speaker 5: to be able to say where this type of surgery
Speaker 5: are using this kind of machine, If we're going to
Speaker 5: capture data, or we're going to actually in the future
Speaker 5: use an automated device to do some important kind of function,
Speaker 5: we need to be able to say the latency and
Speaker 5: the capacity, that those things are firm and that there's
Speaker 5: no variation. You can't do that on a Wi Fi
Speaker 5: network when you've got hundreds of other kinds of connections
Speaker 5: all around it. But with a private network or a
Speaker 5: designated network slice, what you're able to do is to say, okay,
Speaker 5: these are the guaranteed service levels that we're going to
Speaker 5: give this connection all the time.
Speaker 1: I can build bespoke digital connections between individual bits of
Speaker 1: technology and some kind of central command post in a
Speaker 1: way that I can't do with with Wi Fi.
Speaker 5: And the other thing is is Heather does more and
Speaker 5: more transformation of the way that her it organization serves
Speaker 5: their ultimate mission as a hospital and for children. The
Speaker 5: amount of connections are going to increase. I mean there
Speaker 5: are it's probably from hundreds to thousands to tens of thousands.
Speaker 1: What do you mean when you say amount of connections
Speaker 1: be more?
Speaker 4: I mean every physician has their own cell phone, a
Speaker 4: nurse has, you know, his or her own cell phone
Speaker 4: plus a device that's provided to them for their clinical shift.
Speaker 4: They've got workstation on wheels. We've got workstations, you know
Speaker 4: at the nurse's station. We've got medical devices. We've got ventilators,
Speaker 4: we have you know, ivy pumps. All of those things
Speaker 4: are wired if you will. And then you have the
Speaker 4: patients who have their devices, their iPads, their cell phones,
Speaker 4: and everyone expects everything to work perfectly.
Speaker 5: In addition to that, aside from the quality of service
Speaker 5: that you receive, you think about patient data or hippo
Speaker 5: compliance in your field, the security measures that are required
Speaker 5: if you have to do VPN and Wi Fi access
Speaker 5: for every one of those secure, there's a lot of
Speaker 5: room for attack and era. And one of the things
Speaker 5: that we've been talking about and working with all of
Speaker 5: our customers is how do we take the very connection
Speaker 5: and encrypt it.
Speaker 1: I want to come back to that point in much
Speaker 1: more detail, but before we I want to talk to
Speaker 1: you el. Can you do the same thing. Give me
Speaker 1: a very specific example of something you would like your
Speaker 1: customers or your employees in your reatual outlets to be
Speaker 1: able to do that you think would make a meaningful difference.
Speaker 2: The big focus from us is on our team members
Speaker 2: right now in service of the customers. It's basically delivering
Speaker 2: predictability so that you can make sure that these things
Speaker 2: all work. And it's a complicated process that you have
Speaker 2: to make very very simple.
Speaker 3: So here's an example of it.
Speaker 2: When you're dealing with, you know, the customer base that
Speaker 2: we're focused on. It's the people with farms. You know,
Speaker 2: they have animals, livestock on their farms. It's a very
Speaker 2: very you know, important thing, right, So we've got to
Speaker 2: make sure that if they ask information about what's the
Speaker 2: right food, what's the right ingredients that we're making up
Speaker 2: that food, what's the right food for the right time
Speaker 2: in the life cycle of a let's say a chicken.
Speaker 2: It's very important, but we got to take it to
Speaker 2: another level, like what about the sustainability of how that
Speaker 2: food was created? Like what ingredients go into that food.
Speaker 1: So the idea is that what we're trying to do
Speaker 1: is to increase the kind of sophistication of the encounter
Speaker 1: between the store and the customer. I do know, just
Speaker 1: go in there and say I want that. Now, the
Speaker 1: customer's go and expecting a much richer kind of interaction
Speaker 1: with the store, and you need to be able to
Speaker 1: measure up to expectation.
Speaker 3: So are your team members? Are your team members?
Speaker 4: I mean they have their handheld their devices and so
Speaker 4: when you're talking about you know, at their fingertips, you're
Speaker 4: bringing all that data forward.
Speaker 5: Can I offer something that I think is really incredible
Speaker 5: that tractor supply is doing. So. I grew up on
Speaker 5: a farm, and I remember something would break on the farm.
Speaker 5: You're on a farm, You're out twenty thirty forty to
Speaker 5: fifty miles from what where the store is. Oftentimes maybe
Speaker 5: not in a place where Amazon's going to show up
Speaker 5: and deliver that same day. To be able to work
Speaker 5: with a retailer that understands when you have to stop
Speaker 5: and go and get the correct solution for the thing
Speaker 5: that broke down. The timing of crops or the timing
Speaker 5: of when you've got to get cattle ready for sale
Speaker 5: is so important that if you have to go off
Speaker 5: and spend eight hours to track down where do I
Speaker 5: get the thing that I need? It really does have
Speaker 5: an impact on your profitability, your bottom line as a farmer.
Speaker 5: And I think you guys are really helping to bring
Speaker 5: technology into a way that really serves your customers.
Speaker 6: We'll be right back after a short break. We're back.
Speaker 1: I want you to dig into this a little more
Speaker 1: because there are probably there is probably you know, when
Speaker 1: I compare the two worlds that you guys come from,
Speaker 1: consumer reactions, feelings about those two worlds are very different.
Speaker 1: There's an enormous amount of customer dissatisfaction in healthcare. It's
Speaker 1: annoying to go to your doctor or the hospital half
Speaker 1: the time. Yes, seventeen million forms. Doctors hate digital health records.
Speaker 4: When you think about where healthcare started with the electronic
Speaker 4: health record, it was everything that we did on paper,
Speaker 4: We're going to now make it electronic. And I remember
Speaker 4: talking to some EHR electronic Health Records twenty five years
Speaker 4: ago and they're like, we're going to make it faster,
Speaker 4: We're going to make it easier physicians. And I said,
Speaker 4: never tell them that, because nothing is faster than a
Speaker 4: piece of paper and a pen when it comes to documenting.
Speaker 3: And now the pendulum.
Speaker 4: Has shifted with electronic health records, with ambient AI, with.
Speaker 1: Quick what do you mean by ambient air?
Speaker 3: I can talk in the room, you know, the hey Google.
Speaker 1: Oh, I say okay.
Speaker 3: And you know.
Speaker 4: We've been we've been piloting that in some of our
Speaker 4: nursing units where they come into the room and the
Speaker 4: end they can talk to the patient and capture that
Speaker 4: information instead of sitting there with their back to the
Speaker 4: patient typing.
Speaker 1: Yeah. So the simple act of if I can do
Speaker 1: stuff while I am still engaged with you, why do
Speaker 1: I makes all the difference in the.
Speaker 5: World, because you know, in my world, meeting with customers
Speaker 5: really trying to listen and focus on what do they need,
Speaker 5: what's the problem that they're trying to solve, But then
Speaker 5: it takes thirty minut it's forty five minutes of quiet,
Speaker 5: focused time to just capture what are all the next
Speaker 5: steps and what are the things that I've got to
Speaker 5: go and do afterwards. And so that's less time that
Speaker 5: I get to spend with the customer, and it might
Speaker 5: mean less time that I'm really able to focus in
Speaker 5: on what the customer is telling me. But with tools
Speaker 5: that we have today that we're already using and selling
Speaker 5: and providing for customers, we're able to take recorded sessions
Speaker 5: like this, and the AI will summarize the action items
Speaker 5: and we'll even set up a calendar appointment.
Speaker 3: So I think about in.
Speaker 5: Healthcare, if I were able to get the discussion with
Speaker 5: the doctor and they say, hey, Keli, you're forty five,
Speaker 5: you need a colonoscopy, wouldn't that be great if it
Speaker 5: was already scheduled and that that follow up was already
Speaker 5: taken care of, because because I may not want to
Speaker 5: schedule that I mean admitting that I have forty nine
Speaker 5: forty five and have to follow but mightbe more than
Speaker 5: I can handle. But if you can use and I'm
Speaker 5: making a joke, but imagine what that will empower in
Speaker 5: terms of healthcare, for us to have tools that take
Speaker 5: people from not wanting to deal with the message and
Speaker 5: putting them into the next stuff.
Speaker 1: Kind of Well, this brings a question I had for al.
Speaker 1: You're asking a lot more of your retail staff. They're
Speaker 1: no longer simply managing a transaction. Now the real partners
Speaker 1: with the customer. If you upgrade the technology, you've to
Speaker 1: start redefining your relationship the role of your sports staff.
Speaker 2: If you notice I keep bringing up the customer and
Speaker 2: the team member and they're intertwined. That's one of the
Speaker 2: reasons why is because you got to think through all this.
Speaker 2: As you add more capabilities, you got to increase the productivities,
Speaker 2: Like how do I use AI to actually generate code?
Speaker 2: We actually do that. Now, how do we use it
Speaker 2: to generate test scripts so that we can test things
Speaker 2: faster get it into market. And the same thing does apply,
Speaker 2: you know in the walls of the retail location. Is
Speaker 2: because it's like how do I make replenishment faster. How
Speaker 2: do I make you know, labeling faster in a store?
Speaker 2: What's the process for that? So anything and everything is
Speaker 2: on the table now.
Speaker 1: So you when you role out of the big differences
Speaker 1: between your world and Heathers is heather Euro at one institution.
Speaker 1: How many stores does truct Supply have?
Speaker 2: We have twenty two hundred Tractor Supply stores and two
Speaker 2: hundred at pet Sun stores.
Speaker 1: Yeah, so when you roll out something, do you roll
Speaker 1: it out incrementally or do you do it in all
Speaker 1: twenty two hundred places?
Speaker 2: Some days we do it in an incremental fashion. What
Speaker 2: we do is, you know, we have labs within our
Speaker 2: Store support Center and Brent La, Tennessee to support those locations,
Speaker 2: and we test in those labs typically. The second thing
Speaker 2: we do is we work very closely. There's a group
Speaker 2: of stores that are considered, you know, like the test stores,
Speaker 2: but they're they're the team members that have more of
Speaker 2: that that engineering, that tinkering mindset. So we've identified roughly
Speaker 2: one hundred stores and they basically we deploy it to
Speaker 2: them and they test it and they give us feedback
Speaker 2: and then we kind of iterate through it and then
Speaker 2: we start deploying it two larger volumes of the store
Speaker 2: of the change.
Speaker 5: I think we were talking about it earlier, which was
Speaker 5: the role of the CIO really evolving. The work that
Speaker 5: I've done at T Mobile for twenty years with my
Speaker 5: IT teams is very different today than the work that
Speaker 5: we were doing twenty years ago. And I think you
Speaker 5: all it's fun to hear you talk about your risk
Speaker 5: takers or you want to move fast because of the
Speaker 5: speed of what is happening with data and what is
Speaker 5: happening with the connectivity solutions and what we can do
Speaker 5: with AI. And I think in retail and in healthcare,
Speaker 5: there's people that are willing now to push the limits.
Speaker 5: So you're now a culture leader for your company, whereas
Speaker 5: before I don't know if I thought of my head
Speaker 5: of it as a culture leader for the company per se.
Speaker 5: But you're changing the way that people work. You're changing
Speaker 5: what they are able to provide for their customers in
Speaker 5: profound ways, and I think that's a really cool part
Speaker 5: of your jobs.
Speaker 1: How long before an IT person becomes the CEO of
Speaker 1: a traditional bricks and motor company.
Speaker 4: That's that's my ultimate goal is to be CEO of
Speaker 4: the hospital someday for reals.
Speaker 3: It's a big jump because.
Speaker 4: If you don't position yourself as a partner with the
Speaker 4: strategy and with the business, especially in healthcare, then you
Speaker 4: become the order taker. And my philosophy is I don't
Speaker 4: want my IT teams to be order takers. I want
Speaker 4: us to be seen as partners.
Speaker 1: I'm curious about the relationship between the interaction between you
Speaker 1: and non IT people in your organizations. We spoke to
Speaker 1: about this a little bit. I want to dig in
Speaker 1: on this. Are there parts of your vision for the
Speaker 1: company that are difficult to convince others of to explain
Speaker 1: to do people get how you said, whether you guys
Speaker 1: are at a tipping point? Do non IT people get that?
Speaker 1: Do it?
Speaker 7: Is?
Speaker 1: It a hard time convincing?
Speaker 4: And sometimes I will tell you the introduction of five
Speaker 4: of a private five G cellular environment, first of it's
Speaker 4: kind in healthcare. I really had to sell that to
Speaker 4: the organization because they're like, well, we have Wi FI
Speaker 4: And they said, then why do you keep calling me
Speaker 4: and telling me that your calls are dropping from.
Speaker 3: The o R to the ICU. So putting it into.
Speaker 4: To some you know, to articulate not to talk about
Speaker 4: the bits and the bytes, but to talk about what
Speaker 4: problems are we trying to solve and can technology do that?
Speaker 4: And if so, are you willing to do that with me?
Speaker 4: Because I am not an end user in the host,
Speaker 4: I don't I don't use the electronic health record, but
Speaker 4: I have to make sure that it works and sitting
Speaker 4: at the table and having the conversations because I will
Speaker 4: tell you when I go to do my budget every year,
Speaker 4: I don't know how. You how, but you know storage
Speaker 4: and compute and you know a new virtual server somewhere
Speaker 4: is not as sexy as IVY pumps and MRI machine.
Speaker 4: So I'm competing with you know, the same dollars. And
Speaker 4: but yet I have to explain to my peers, you
Speaker 4: can't have the cool, sexy stuff if the foundation, if
Speaker 4: the infrastructure isn't there.
Speaker 3: We have to invest in.
Speaker 1: How large is your team? Your I T team?
Speaker 3: I have over four hundred you're four hundred people.
Speaker 1: How long is your team?
Speaker 2: So we have roughly four hundred team members and about
Speaker 2: a thousand contractors that work for us.
Speaker 1: You're talking just about the it Yeah, Oh my goodness.
Speaker 2: Yeah, it's a it's a complicate it's a complicated enterprise.
Speaker 3: I mean a lot of different skill set.
Speaker 2: Five years ago, how large would probably half the size?
Speaker 1: Is that same for you headn't.
Speaker 3: Yeah.
Speaker 1: In other words, I should be telling my daughters there's
Speaker 1: really only one thing you should be studying.
Speaker 3: Dentistry. CIOs have to prove the value of it.
Speaker 4: That's our I mean, we have to market it because
Speaker 4: in healthcare and healthcare I I'm not a revenue generating department.
Speaker 4: I'm not a radiology department, you know, I'm not a
Speaker 4: surgeon surgical department.
Speaker 3: I'm a cost center.
Speaker 4: So I have to show the value, whether that's qualitatively
Speaker 4: or quantitatively, just about every single day.
Speaker 3: And so it's it's a balance.
Speaker 1: One of the things I love in when I'm talking
Speaker 1: to people who are experts in a particular field is
Speaker 1: they see the world differently than because you have an
Speaker 1: area of expertise the rest of us don't have. Right,
Speaker 1: So this is one of the questions on those lines,
Speaker 1: I would like every one of each of you to
Speaker 1: describe a situation that you're in in the world where
Speaker 1: you say to yourself, under your breath, you guys really
Speaker 1: need my help. Give me the you guys, I actually
Speaker 1: have one. I'm not an IT person I have on
Speaker 1: you guys, not the story of my bank about it,
Speaker 1: but I want alan We're gonna go first, give you
Speaker 1: an example of you guys really need by health.
Speaker 2: Honestly experiences at like concert events, sporting events. I think
Speaker 2: there's a lot of opportunity and I'm not trying to.
Speaker 1: So what do you what do you go to a
Speaker 1: are you football fan?
Speaker 3: What are you football concert?
Speaker 1: Yeah? What is it you want you're not getting?
Speaker 2: I mean, I want to be able to have the connectivity,
Speaker 2: be able to interact more with the stats, with the
Speaker 2: you know, what's happening on the field. I want to
Speaker 2: be able to be in a position where I don't
Speaker 2: have to leave my seat because I actually want to
Speaker 2: watch the game.
Speaker 7: You know.
Speaker 2: If I'm at a concert, I want to be able
Speaker 2: to you know, is there a way I could zoom
Speaker 2: into webcams to see closer if I have bad seats
Speaker 2: to the show, if I want to know the song
Speaker 2: that they're playing, or you know, the number of times
Speaker 2: they've played it depending on the type of music you like.
Speaker 2: You know, I just see a much more interactive experience.
Speaker 7: So Heather, your choice choice, I'm going to stick with
Speaker 7: hell Care It would just be lovely if every if
Speaker 7: a patient that moved either.
Speaker 4: Between hospitals, moved between states, that we didn't have to
Speaker 4: fill out the forms again, how nice would it be
Speaker 4: for that?
Speaker 1: Keli?
Speaker 5: Yeah, I have a dear friend that has cancer, and
Speaker 5: watching her try to figure out how to become an
Speaker 5: expert in the medical field just so that she could
Speaker 5: get the appropriate treatment and coordinating all of the different
Speaker 5: doctors that were required, I think was really tough to watch,
Speaker 5: and I think lots of unfortunately lots of families have gone.
Speaker 3: Through kind of that experience.
Speaker 5: I think one that I do every day, or it
Speaker 5: seems like every day, is I get on an airplane.
Speaker 5: And I think airlines have come a long way to
Speaker 5: make it more digital and more self serve and more connected.
Speaker 5: But I still think there's an awful lot that they
Speaker 5: could benefit from in both your experience and being able
Speaker 5: to focus on the experience of a person that's flying
Speaker 5: all the time and what.
Speaker 3: That experience could look like.
Speaker 5: I think we've all decided we're going to sit like
Speaker 5: we're in a bus and.
Speaker 3: We just take it.
Speaker 5: But I think there's a lot of things they could
Speaker 5: do to make what it's like to try and manage
Speaker 5: a travel schedule through flight and connect with people that
Speaker 5: you love or business could be seller.
Speaker 1: I think what I just came up with listening to you,
Speaker 1: which is it's just about deplaning from the airplane. It
Speaker 1: drives me up the wall.
Speaker 5: Right.
Speaker 1: So we have an AI system that creates an algorithm
Speaker 1: what's the fastest way to deplane this thing? And it
Speaker 1: looks and sees where you are, how you're sitting. All
Speaker 1: you do is punch in how many bags you have,
Speaker 1: where they are, and then you sit in your No
Speaker 1: one moves. You sit in your chair with your phone,
Speaker 1: and this is your churn. Malcolm, get up now. I
Speaker 1: swear to God they would make it. Okay, here's the
Speaker 1: other one say. At the same time I was on it,
Speaker 1: I was in a vacation my family. But some hotel.
Speaker 1: We go down the to the to the restaurant in morning.
Speaker 1: Person looks at me and they go, what's your name?
Speaker 1: They type type it in, what's your room number? Type
Speaker 1: it in, what's your telephone number? Type it in, and
Speaker 1: then they stare at the screen for what looks like
Speaker 1: forty five seconds. The email place is half empty, and
Speaker 1: then they print out a piece of paper and take
Speaker 1: it and put it on my It's like, is this
Speaker 1: nineteen eighty five? Like, what is going on here? Why
Speaker 1: can't the person all I want to your point about healthcare?
Speaker 1: And maybe this is way way lower stakes, but I
Speaker 1: just want someone to look me in the eye and say, welcome.
Speaker 3: To the restaurant.
Speaker 1: That's all I want. Yeah, yeah, like this is I
Speaker 1: feel like, will you give me your cell at the
Speaker 1: end of this so I can just call you next
Speaker 1: time I had this experience, I just hand the phone out.
Speaker 1: I have someone to talk to.
Speaker 3: Yes, malcome, I'll thank you.
Speaker 1: Well. This has been incredibly fun. Thanks to all of you.
Speaker 1: Good luck with what you do, and may you someday
Speaker 1: we can do this in a couple of years And
Speaker 1: now I hope I'll be talking to the CEO of
Speaker 1: Boston Children's and of Tractor Supply. This episode was made
Speaker 1: in partnership with T Mobile for Business and iHeartMedia. Special
Speaker 1: thanks to Calli Field, President of T Mobile Business Group,
Speaker 1: Heather Nelson, Chief Information Officer at Boston Children's Hospital, al Letera,
Speaker 1: Senior Vice president of IT at Tractor Supply, and the
Speaker 1: entire production crew at iHeartMedia. This episode was produced by
Speaker 1: Nina Lawrence and ben at Aph Haffrey, Editing by Sarah Nis,
Speaker 1: mastering by Jake Krsky. Our executive producer is Jacob Smith.
Speaker 1: I'm Malcolm Glama.