WEBVTT - The IT Revolution 0:00:15.356 --> 0:00:23.516 Pushkin. This episode is a paid partnership with T Mobile 0:00:23.596 --> 0:00:31.356 for Business. Hello everyone, Malcolm Glabell here today I'm having 0:00:31.396 --> 0:00:34.556 a special conversation hosted by my good friends at T 0:00:34.716 --> 0:00:38.436 Mobile for Business about how the digital revolution is going 0:00:38.476 --> 0:00:42.396 to transform everything about the way we do business. I'm 0:00:42.396 --> 0:00:46.156 talking to Heather Nelson, the Chief Information Officer at Boston 0:00:46.276 --> 0:00:50.156 Children's Hospital, Al Lettera, senior vice president of IT at 0:00:50.236 --> 0:00:54.916 Trackner Supply Company, and Kelly Field, president at T Mobile 0:00:54.956 --> 0:00:57.396 Business Group, who you may remember, by the way from 0:00:57.436 --> 0:01:01.156 our episode at the Las Vegas Grand Prix. So you 0:01:01.236 --> 0:01:04.676 might think, hasn't the digital revolution been happening for a 0:01:04.716 --> 0:01:09.276 while now, Sure, but it's been unevenly distributed. And the 0:01:09.316 --> 0:01:11.316 folks at T Mobiles say that thanks to five G, 0:01:11.796 --> 0:01:14.876 businesses are now able to transform how they do business 0:01:15.196 --> 0:01:19.916 at scale, which is all these interesting ripple effects, including 0:01:20.116 --> 0:01:23.556 IT moving from a support role to a leadership role. 0:01:24.436 --> 0:01:27.276 So I wanted to talk to two brilliant IT leaders 0:01:27.516 --> 0:01:32.916 who are transforming two radically different worlds, healthcare and retail. 0:01:33.676 --> 0:01:37.316 Buckle up, because there's a big technological change happening. This 0:01:37.476 --> 0:01:41.396 conversation is for all the CIOs and business owners who 0:01:41.436 --> 0:01:43.916 are dreaming up new ways to make things run better. 0:01:44.396 --> 0:01:46.956 But it's also for everyone who goes to the doctor 0:01:47.076 --> 0:01:51.516 or shop's retail CALLI and Al and Heather really convinced 0:01:51.556 --> 0:02:03.796 me that five G is changing just about everything with 0:02:03.996 --> 0:02:08.116 me is Alaterra you and it for tractor supply. Yes, 0:02:08.276 --> 0:02:11.316 one of the the grandest, oldest is a tractor supply 0:02:11.396 --> 0:02:13.196 not far from my home, so I drive by it 0:02:13.236 --> 0:02:15.516 all the time. And then we have Heather Nelson, and 0:02:15.556 --> 0:02:19.116 you are the CIO for Boston Children's I am. And 0:02:19.156 --> 0:02:21.716 then we had the president of t Mobile Business Group, 0:02:21.796 --> 0:02:25.316 Kelly Field. Kelly, we have done this before. I really 0:02:25.316 --> 0:02:27.996 look forward to this conversation. Well, I wanted to start 0:02:27.996 --> 0:02:31.756 with you, Al, and I wanted you to give me 0:02:32.676 --> 0:02:36.236 a kind of blue sky picture of where you would 0:02:35.956 --> 0:02:39.636 love to be five years from now, which tract to 0:02:39.676 --> 0:02:41.596 supply in things digital. 0:02:41.756 --> 0:02:43.556 Yeah, five years from now is really going to be 0:02:43.556 --> 0:02:46.956 eighteen months from now, so because it's going that fast. 0:02:47.556 --> 0:02:51.236 But to us as an organization and service of our 0:02:51.276 --> 0:02:53.756 customers and our team members, it's really going to be 0:02:53.996 --> 0:02:58.076 a consumer and team member centric strategy that is really 0:02:58.356 --> 0:03:02.236 taking into consideration, putting everything at the fingertips of the 0:03:02.516 --> 0:03:06.116 team member and the customer. So it's right there available 0:03:06.156 --> 0:03:10.556 to them when they're either shopping, their working on their farms, 0:03:10.916 --> 0:03:14.036 or whether they're working within the communities that they're serving. 0:03:14.436 --> 0:03:17.836 It's all the information that they need is at their fingertips. 0:03:19.396 --> 0:03:21.716 Heather, do you have a give us a vision. 0:03:21.436 --> 0:03:23.996 Of a vision? I'm going to use one of your phrases. 0:03:24.036 --> 0:03:26.916 We really are at a tipping point with healthcare delivery 0:03:26.916 --> 0:03:31.756 in the enabling technology. Our patients are consumers and we 0:03:31.876 --> 0:03:35.316 have to make it easier for patients to come to us. 0:03:35.596 --> 0:03:38.036 We have to make it easier for physicians care team 0:03:38.076 --> 0:03:41.036 members to care for those patients. So self service and 0:03:41.156 --> 0:03:45.396 access will be where we need to focus on. And 0:03:45.436 --> 0:03:47.396 I know for Boston children it's one of our pillars 0:03:47.396 --> 0:03:50.156 and our strategic plan is to increase the access and 0:03:50.196 --> 0:03:51.836 the self service for our patients. 0:03:52.036 --> 0:03:57.116 All you talked about both customers and people who are 0:03:57.196 --> 0:03:59.796 for protractors. Now you think of this as being a 0:03:59.876 --> 0:04:02.556 revolutionists equally weighted in those two groups or is it 0:04:02.636 --> 0:04:04.476 tilt in one direction more than now? 0:04:04.516 --> 0:04:05.516 It's equally weighted. 0:04:06.516 --> 0:04:10.116 You know, the intersection of technology, you know, with the 0:04:10.116 --> 0:04:13.716 retail industry is not just focused on the customer side, 0:04:13.876 --> 0:04:17.236 the team member interaction with the customer's paramount to our success. 0:04:17.316 --> 0:04:19.596 If you go back, we've been in business eighty five 0:04:19.636 --> 0:04:22.596 plus years. The secret sauce of our businesses is our 0:04:22.636 --> 0:04:26.356 customer relationship. So the team members are facilitating that and 0:04:26.516 --> 0:04:29.916 without the right tools, without the right experiences, without the 0:04:29.956 --> 0:04:34.476 right information, you know, making them more productive, and just 0:04:34.516 --> 0:04:37.596 giving them access to whatever it is they need to 0:04:37.716 --> 0:04:41.636 service as customers's paramount to the success of our overall 0:04:41.676 --> 0:04:42.556 digital strategy. 0:04:42.636 --> 0:04:45.356 I'm just going to jump in and I love working 0:04:45.356 --> 0:04:48.516 with both of these leaders because they are so customer centric, 0:04:48.556 --> 0:04:51.596 which I think really resonates with me at Tea Mobile. 0:04:52.476 --> 0:04:56.236 But I love the call out for the digital transformation 0:04:56.316 --> 0:04:58.436 impacts the way that you're able to serve your customers 0:04:58.436 --> 0:05:00.116 and the relationship that you have with them in so 0:05:00.156 --> 0:05:04.076 many profound ways, especially given AI and where it's taking 0:05:04.236 --> 0:05:06.636 the need for data and connectivity, but also for your 0:05:06.676 --> 0:05:09.396 employees in a digital age. A lot of times people 0:05:09.396 --> 0:05:11.036 ask me, well, why do you need to invest in 0:05:11.076 --> 0:05:14.836 your employees and or your providers in the same way 0:05:14.916 --> 0:05:17.236 because everything is self served and digital. I think about 0:05:17.316 --> 0:05:20.276 like iron Man having Jarvis, you know, you equip them 0:05:20.636 --> 0:05:23.876 with the technical tools that make them the very best 0:05:24.116 --> 0:05:26.796 heroes you for your customers. And that's something that I 0:05:26.836 --> 0:05:27.716 appreciate about that. 0:05:28.156 --> 0:05:30.116 And we want to empower our patients. 0:05:30.596 --> 0:05:37.316 And yes we're a children's hospital, but these kids know technology, they. 0:05:37.076 --> 0:05:39.996 Know how to use iPhones and iPads, and so why not. 0:05:41.516 --> 0:05:44.476 Make sure that they have the tools and the apps 0:05:44.756 --> 0:05:47.116 to do that at home to do that so that 0:05:47.156 --> 0:05:49.796 they're empowered and they feel in control of their head. 0:05:49.916 --> 0:05:52.236 Give me, give me a concrete example of something you 0:05:52.276 --> 0:05:55.316 would like a patient to be able to do that 0:05:55.396 --> 0:05:56.236 they can't do now. 0:05:57.476 --> 0:06:00.556 I would say any of the of the wearable devices. 0:06:00.596 --> 0:06:04.516 What if we were able to do more home infusions 0:06:04.796 --> 0:06:07.316 for our cancer patients so they don't have to drive 0:06:07.836 --> 0:06:10.396 and to come to the hot spital, and then making 0:06:10.436 --> 0:06:13.836 sure that that information then gets back into the electronic 0:06:13.876 --> 0:06:19.356 health record seamlessly, so the physician knows that how there's 0:06:19.396 --> 0:06:22.196 getting her infusion that day, and we can call and 0:06:22.236 --> 0:06:25.556 be proactive with her parents. That's what I want to see. 0:06:25.596 --> 0:06:29.236 I wanted to be almost like concierge care for us, 0:06:29.276 --> 0:06:30.116 which is. 0:06:30.036 --> 0:06:31.756 There an obstacle to getting there right now? 0:06:32.396 --> 0:06:35.996 Well, we are starting to break down those those barriers 0:06:36.516 --> 0:06:42.396 with our five G cellular network. You know, hospitals for example, 0:06:42.436 --> 0:06:44.956 we've been soul reliant on Wi Fi and Wi Fi 0:06:45.036 --> 0:06:47.596 is just not meant for a mobile environment. 0:06:47.716 --> 0:06:48.636 It's not meant. 0:06:48.756 --> 0:06:51.916 I mean, I have calls dropped from the OAR to 0:06:52.476 --> 0:06:55.076 the ICU and that's frustrating for clinicians. 0:06:55.556 --> 0:06:57.396 I went into my bank yesterday where I banked for 0:06:57.436 --> 0:07:02.036 twenty years, because they had locked me out of my 0:07:02.076 --> 0:07:04.516 account digitally, and I had to do something transfer money, 0:07:04.556 --> 0:07:07.556 and I went in transfer money, stay, waited the line, 0:07:07.716 --> 0:07:09.796 finally got to the teller, went to all kinds of 0:07:09.836 --> 0:07:11.156 stuff and then she looked at me and she goes, 0:07:11.276 --> 0:07:13.876 can't do that. It's like, why can't you do it? 0:07:13.876 --> 0:07:16.716 And she said not making She said Wi Fi is down. 0:07:17.036 --> 0:07:20.876 It's like all right, see that's what happened, right. These 0:07:21.436 --> 0:07:23.076 delivery lose customers. 0:07:22.956 --> 0:07:24.636 Customers the way. 0:07:24.676 --> 0:07:26.356 No one seemed to care at all that they had 0:07:26.396 --> 0:07:28.996 lost me as a customer, which she's hurt my feelings. 0:07:29.156 --> 0:07:31.356 WiFi is not going away, but it doesn't have to 0:07:31.356 --> 0:07:35.956 be my primary focus anymore. And also it's not just 0:07:35.996 --> 0:07:39.236 about the four walls of the hospital anymore. We want 0:07:39.316 --> 0:07:41.636 to one of our other strategies over the next couple 0:07:41.636 --> 0:07:43.196 of years is to do as much care at home 0:07:43.236 --> 0:07:48.156 as possible and to have a five G enabled environment 0:07:49.356 --> 0:07:51.476 that levels the playing field for our patients. 0:07:51.956 --> 0:07:52.556 Wi Fi was. 0:07:52.556 --> 0:07:55.396 A great solution in the four G era, and as 0:07:57.076 --> 0:07:59.396 we start to learn to use data differently and we 0:07:59.476 --> 0:08:02.396 start to see the evolution of how we can take 0:08:02.516 --> 0:08:07.316 important customer or patient information and get smarter and provide 0:08:07.356 --> 0:08:10.196 better solutions or faster, or whether it's from a cost 0:08:10.276 --> 0:08:12.876 perspective or whether it's from a quality of treatment perspective, 0:08:13.636 --> 0:08:16.476 the amount of data that is available to us and 0:08:16.636 --> 0:08:18.756 us being able to do something with that data is 0:08:18.796 --> 0:08:22.236 so quickly and rapidly evolving. And in a Wi Fi world, 0:08:23.676 --> 0:08:28.756 you need more consistency. You need SLAS, and you need 0:08:28.796 --> 0:08:31.916 to be SLA is service level agreement. So you need 0:08:31.956 --> 0:08:34.516 to be able to say where this type of surgery 0:08:34.516 --> 0:08:36.396 are using this kind of machine, If we're going to 0:08:36.436 --> 0:08:38.876 capture data, or we're going to actually in the future 0:08:39.116 --> 0:08:42.316 use an automated device to do some important kind of function, 0:08:42.796 --> 0:08:45.796 we need to be able to say the latency and 0:08:46.036 --> 0:08:50.356 the capacity, that those things are firm and that there's 0:08:50.516 --> 0:08:53.516 no variation. You can't do that on a Wi Fi 0:08:53.796 --> 0:08:56.396 network when you've got hundreds of other kinds of connections 0:08:56.396 --> 0:08:58.836 all around it. But with a private network or a 0:08:58.916 --> 0:09:02.516 designated network slice, what you're able to do is to say, okay, 0:09:02.716 --> 0:09:05.356 these are the guaranteed service levels that we're going to 0:09:05.436 --> 0:09:07.476 give this connection all the time. 0:09:07.876 --> 0:09:12.756 I can build bespoke digital connections between individual bits of 0:09:12.756 --> 0:09:16.316 technology and some kind of central command post in a 0:09:16.316 --> 0:09:18.276 way that I can't do with with Wi Fi. 0:09:18.676 --> 0:09:21.196 And the other thing is is Heather does more and 0:09:21.276 --> 0:09:26.556 more transformation of the way that her it organization serves 0:09:26.676 --> 0:09:32.156 their ultimate mission as a hospital and for children. The 0:09:32.196 --> 0:09:35.356 amount of connections are going to increase. I mean there 0:09:35.396 --> 0:09:38.956 are it's probably from hundreds to thousands to tens of thousands. 0:09:39.036 --> 0:09:41.236 What do you mean when you say amount of connections 0:09:41.996 --> 0:09:42.316 be more? 0:09:42.516 --> 0:09:46.116 I mean every physician has their own cell phone, a 0:09:46.196 --> 0:09:48.996 nurse has, you know, his or her own cell phone 0:09:48.996 --> 0:09:53.036 plus a device that's provided to them for their clinical shift. 0:09:53.876 --> 0:09:57.316 They've got workstation on wheels. We've got workstations, you know 0:09:57.316 --> 0:10:00.916 at the nurse's station. We've got medical devices. We've got ventilators, 0:10:00.956 --> 0:10:04.396 we have you know, ivy pumps. All of those things 0:10:04.676 --> 0:10:07.356 are wired if you will. And then you have the 0:10:07.396 --> 0:10:11.636 patients who have their devices, their iPads, their cell phones, 0:10:12.116 --> 0:10:15.916 and everyone expects everything to work perfectly. 0:10:16.356 --> 0:10:20.356 In addition to that, aside from the quality of service 0:10:20.396 --> 0:10:23.236 that you receive, you think about patient data or hippo 0:10:23.276 --> 0:10:27.396 compliance in your field, the security measures that are required 0:10:27.476 --> 0:10:30.476 if you have to do VPN and Wi Fi access 0:10:30.516 --> 0:10:32.676 for every one of those secure, there's a lot of 0:10:32.756 --> 0:10:35.676 room for attack and era. And one of the things 0:10:35.676 --> 0:10:38.676 that we've been talking about and working with all of 0:10:38.676 --> 0:10:41.596 our customers is how do we take the very connection 0:10:41.916 --> 0:10:43.636 and encrypt it. 0:10:43.876 --> 0:10:45.836 I want to come back to that point in much 0:10:45.836 --> 0:10:48.436 more detail, but before we I want to talk to 0:10:48.476 --> 0:10:51.836 you el. Can you do the same thing. Give me 0:10:52.676 --> 0:10:56.716 a very specific example of something you would like your 0:10:56.916 --> 0:11:02.916 customers or your employees in your reatual outlets to be 0:11:02.956 --> 0:11:06.316 able to do that you think would make a meaningful difference. 0:11:06.436 --> 0:11:08.836 The big focus from us is on our team members 0:11:08.916 --> 0:11:12.836 right now in service of the customers. It's basically delivering 0:11:12.876 --> 0:11:16.876 predictability so that you can make sure that these things 0:11:16.916 --> 0:11:20.156 all work. And it's a complicated process that you have 0:11:20.236 --> 0:11:21.996 to make very very simple. 0:11:22.596 --> 0:11:24.196 So here's an example of it. 0:11:24.636 --> 0:11:27.396 When you're dealing with, you know, the customer base that 0:11:27.436 --> 0:11:30.676 we're focused on. It's the people with farms. You know, 0:11:30.676 --> 0:11:33.716 they have animals, livestock on their farms. It's a very 0:11:33.836 --> 0:11:36.756 very you know, important thing, right, So we've got to 0:11:36.796 --> 0:11:39.276 make sure that if they ask information about what's the 0:11:39.356 --> 0:11:42.916 right food, what's the right ingredients that we're making up 0:11:42.956 --> 0:11:45.076 that food, what's the right food for the right time 0:11:45.116 --> 0:11:47.396 in the life cycle of a let's say a chicken. 0:11:47.636 --> 0:11:49.516 It's very important, but we got to take it to 0:11:49.556 --> 0:11:52.796 another level, like what about the sustainability of how that 0:11:52.836 --> 0:11:55.796 food was created? Like what ingredients go into that food. 0:11:56.236 --> 0:11:59.636 So the idea is that what we're trying to do 0:11:59.756 --> 0:12:02.276 is to increase the kind of sophistication of the encounter 0:12:02.356 --> 0:12:05.756 between the store and the customer. I do know, just 0:12:05.796 --> 0:12:08.476 go in there and say I want that. Now, the 0:12:08.476 --> 0:12:12.356 customer's go and expecting a much richer kind of interaction 0:12:12.996 --> 0:12:14.636 with the store, and you need to be able to 0:12:14.676 --> 0:12:15.956 measure up to expectation. 0:12:16.316 --> 0:12:18.516 So are your team members? Are your team members? 0:12:18.756 --> 0:12:22.076 I mean they have their handheld their devices and so 0:12:22.556 --> 0:12:25.716 when you're talking about you know, at their fingertips, you're 0:12:25.796 --> 0:12:27.276 bringing all that data forward. 0:12:27.836 --> 0:12:31.316 Can I offer something that I think is really incredible 0:12:31.356 --> 0:12:33.116 that tractor supply is doing. So. I grew up on 0:12:33.116 --> 0:12:35.316 a farm, and I remember something would break on the farm. 0:12:35.316 --> 0:12:37.516 You're on a farm, You're out twenty thirty forty to 0:12:37.596 --> 0:12:41.596 fifty miles from what where the store is. Oftentimes maybe 0:12:41.636 --> 0:12:43.356 not in a place where Amazon's going to show up 0:12:43.396 --> 0:12:46.636 and deliver that same day. To be able to work 0:12:46.676 --> 0:12:50.316 with a retailer that understands when you have to stop 0:12:50.356 --> 0:12:52.396 and go and get the correct solution for the thing 0:12:52.436 --> 0:12:56.036 that broke down. The timing of crops or the timing 0:12:56.116 --> 0:12:57.996 of when you've got to get cattle ready for sale 0:12:58.396 --> 0:12:59.836 is so important that if you have to go off 0:12:59.876 --> 0:13:02.116 and spend eight hours to track down where do I 0:13:02.156 --> 0:13:04.796 get the thing that I need? It really does have 0:13:04.836 --> 0:13:08.756 an impact on your profitability, your bottom line as a farmer. 0:13:08.756 --> 0:13:12.076 And I think you guys are really helping to bring 0:13:12.116 --> 0:13:15.396 technology into a way that really serves your customers. 0:13:15.756 --> 0:13:26.516 We'll be right back after a short break. We're back. 0:13:27.676 --> 0:13:29.236 I want you to dig into this a little more 0:13:29.436 --> 0:13:34.756 because there are probably there is probably you know, when 0:13:34.796 --> 0:13:38.836 I compare the two worlds that you guys come from, 0:13:40.076 --> 0:13:43.076 consumer reactions, feelings about those two worlds are very different. 0:13:43.996 --> 0:13:49.236 There's an enormous amount of customer dissatisfaction in healthcare. It's 0:13:49.396 --> 0:13:51.436 annoying to go to your doctor or the hospital half 0:13:51.436 --> 0:13:55.916 the time. Yes, seventeen million forms. Doctors hate digital health records. 0:13:55.956 --> 0:13:58.916 When you think about where healthcare started with the electronic 0:13:58.956 --> 0:14:02.356 health record, it was everything that we did on paper, 0:14:02.796 --> 0:14:05.876 We're going to now make it electronic. And I remember 0:14:05.916 --> 0:14:10.876 talking to some EHR electronic Health Records twenty five years 0:14:10.876 --> 0:14:12.716 ago and they're like, we're going to make it faster, 0:14:12.876 --> 0:14:14.796 We're going to make it easier physicians. And I said, 0:14:15.036 --> 0:14:18.196 never tell them that, because nothing is faster than a 0:14:18.276 --> 0:14:21.756 piece of paper and a pen when it comes to documenting. 0:14:22.436 --> 0:14:25.556 And now the pendulum. 0:14:25.196 --> 0:14:29.676 Has shifted with electronic health records, with ambient AI, with. 0:14:30.036 --> 0:14:31.756 Quick what do you mean by ambient air? 0:14:31.876 --> 0:14:35.676 I can talk in the room, you know, the hey Google. 0:14:35.636 --> 0:14:36.476 Oh, I say okay. 0:14:36.596 --> 0:14:37.316 And you know. 0:14:37.396 --> 0:14:39.996 We've been we've been piloting that in some of our 0:14:40.076 --> 0:14:42.516 nursing units where they come into the room and the 0:14:42.756 --> 0:14:45.516 end they can talk to the patient and capture that 0:14:45.596 --> 0:14:48.716 information instead of sitting there with their back to the 0:14:48.756 --> 0:14:49.556 patient typing. 0:14:50.276 --> 0:14:52.596 Yeah. So the simple act of if I can do 0:14:52.636 --> 0:14:57.036 stuff while I am still engaged with you, why do 0:14:57.156 --> 0:14:58.436 I makes all the difference in the. 0:14:58.356 --> 0:15:02.556 World, because you know, in my world, meeting with customers 0:15:03.316 --> 0:15:06.156 really trying to listen and focus on what do they need, 0:15:06.196 --> 0:15:08.076 what's the problem that they're trying to solve, But then 0:15:08.116 --> 0:15:12.356 it takes thirty minut it's forty five minutes of quiet, 0:15:12.396 --> 0:15:14.556 focused time to just capture what are all the next 0:15:14.596 --> 0:15:16.076 steps and what are the things that I've got to 0:15:16.116 --> 0:15:18.676 go and do afterwards. And so that's less time that 0:15:18.716 --> 0:15:20.156 I get to spend with the customer, and it might 0:15:20.196 --> 0:15:22.076 mean less time that I'm really able to focus in 0:15:22.116 --> 0:15:25.836 on what the customer is telling me. But with tools 0:15:25.916 --> 0:15:29.796 that we have today that we're already using and selling 0:15:30.076 --> 0:15:33.956 and providing for customers, we're able to take recorded sessions 0:15:33.996 --> 0:15:37.676 like this, and the AI will summarize the action items 0:15:37.716 --> 0:15:39.636 and we'll even set up a calendar appointment. 0:15:39.676 --> 0:15:40.876 So I think about in. 0:15:40.796 --> 0:15:43.956 Healthcare, if I were able to get the discussion with 0:15:43.996 --> 0:15:47.236 the doctor and they say, hey, Keli, you're forty five, 0:15:47.316 --> 0:15:50.516 you need a colonoscopy, wouldn't that be great if it 0:15:50.556 --> 0:15:54.116 was already scheduled and that that follow up was already 0:15:54.116 --> 0:15:56.156 taken care of, because because I may not want to 0:15:56.156 --> 0:15:58.196 schedule that I mean admitting that I have forty nine 0:15:58.276 --> 0:15:59.916 forty five and have to follow but mightbe more than 0:15:59.956 --> 0:16:02.796 I can handle. But if you can use and I'm 0:16:02.836 --> 0:16:05.916 making a joke, but imagine what that will empower in 0:16:06.036 --> 0:16:10.276 terms of healthcare, for us to have tools that take 0:16:10.316 --> 0:16:13.636 people from not wanting to deal with the message and 0:16:14.036 --> 0:16:15.796 putting them into the next stuff. 0:16:15.916 --> 0:16:19.076 Kind of Well, this brings a question I had for al. 0:16:19.476 --> 0:16:23.676 You're asking a lot more of your retail staff. They're 0:16:23.716 --> 0:16:29.116 no longer simply managing a transaction. Now the real partners 0:16:29.156 --> 0:16:32.316 with the customer. If you upgrade the technology, you've to 0:16:32.356 --> 0:16:36.796 start redefining your relationship the role of your sports staff. 0:16:36.876 --> 0:16:39.236 If you notice I keep bringing up the customer and 0:16:39.276 --> 0:16:41.836 the team member and they're intertwined. That's one of the 0:16:41.836 --> 0:16:44.916 reasons why is because you got to think through all this. 0:16:45.196 --> 0:16:48.076 As you add more capabilities, you got to increase the productivities, 0:16:48.116 --> 0:16:50.356 Like how do I use AI to actually generate code? 0:16:50.436 --> 0:16:52.116 We actually do that. Now, how do we use it 0:16:52.156 --> 0:16:55.036 to generate test scripts so that we can test things 0:16:55.076 --> 0:16:58.356 faster get it into market. And the same thing does apply, 0:16:58.716 --> 0:17:01.636 you know in the walls of the retail location. Is 0:17:01.636 --> 0:17:04.876 because it's like how do I make replenishment faster. How 0:17:04.876 --> 0:17:08.076 do I make you know, labeling faster in a store? 0:17:08.236 --> 0:17:11.716 What's the process for that? So anything and everything is 0:17:11.716 --> 0:17:12.596 on the table now. 0:17:13.516 --> 0:17:16.276 So you when you role out of the big differences 0:17:16.276 --> 0:17:19.876 between your world and Heathers is heather Euro at one institution. 0:17:20.156 --> 0:17:21.836 How many stores does truct Supply have? 0:17:22.156 --> 0:17:24.596 We have twenty two hundred Tractor Supply stores and two 0:17:24.676 --> 0:17:25.836 hundred at pet Sun stores. 0:17:25.916 --> 0:17:28.956 Yeah, so when you roll out something, do you roll 0:17:28.996 --> 0:17:32.316 it out incrementally or do you do it in all 0:17:32.556 --> 0:17:33.556 twenty two hundred places? 0:17:33.596 --> 0:17:36.596 Some days we do it in an incremental fashion. What 0:17:36.636 --> 0:17:39.716 we do is, you know, we have labs within our 0:17:40.396 --> 0:17:44.276 Store support Center and Brent La, Tennessee to support those locations, 0:17:44.716 --> 0:17:47.396 and we test in those labs typically. The second thing 0:17:47.436 --> 0:17:50.196 we do is we work very closely. There's a group 0:17:50.236 --> 0:17:54.116 of stores that are considered, you know, like the test stores, 0:17:54.156 --> 0:17:57.116 but they're they're the team members that have more of 0:17:57.116 --> 0:18:01.636 that that engineering, that tinkering mindset. So we've identified roughly 0:18:01.636 --> 0:18:04.596 one hundred stores and they basically we deploy it to 0:18:04.636 --> 0:18:06.516 them and they test it and they give us feedback 0:18:06.556 --> 0:18:08.996 and then we kind of iterate through it and then 0:18:09.196 --> 0:18:11.956 we start deploying it two larger volumes of the store 0:18:12.076 --> 0:18:12.676 of the change. 0:18:12.756 --> 0:18:14.916 I think we were talking about it earlier, which was 0:18:15.276 --> 0:18:21.556 the role of the CIO really evolving. The work that 0:18:21.596 --> 0:18:23.956 I've done at T Mobile for twenty years with my 0:18:24.116 --> 0:18:27.596 IT teams is very different today than the work that 0:18:27.636 --> 0:18:30.116 we were doing twenty years ago. And I think you 0:18:30.196 --> 0:18:32.356 all it's fun to hear you talk about your risk 0:18:32.876 --> 0:18:36.316 takers or you want to move fast because of the 0:18:36.356 --> 0:18:39.276 speed of what is happening with data and what is 0:18:39.316 --> 0:18:42.676 happening with the connectivity solutions and what we can do 0:18:42.756 --> 0:18:47.116 with AI. And I think in retail and in healthcare, 0:18:47.276 --> 0:18:50.276 there's people that are willing now to push the limits. 0:18:50.276 --> 0:18:55.436 So you're now a culture leader for your company, whereas 0:18:55.436 --> 0:18:57.356 before I don't know if I thought of my head 0:18:57.396 --> 0:18:59.956 of it as a culture leader for the company per se. 0:19:00.556 --> 0:19:03.236 But you're changing the way that people work. You're changing 0:19:04.036 --> 0:19:06.196 what they are able to provide for their customers in 0:19:06.236 --> 0:19:08.756 profound ways, and I think that's a really cool part 0:19:08.756 --> 0:19:09.756 of your jobs. 0:19:09.956 --> 0:19:12.436 How long before an IT person becomes the CEO of 0:19:12.476 --> 0:19:14.956 a traditional bricks and motor company. 0:19:15.476 --> 0:19:18.076 That's that's my ultimate goal is to be CEO of 0:19:18.076 --> 0:19:19.636 the hospital someday for reals. 0:19:21.556 --> 0:19:23.716 It's a big jump because. 0:19:25.156 --> 0:19:28.996 If you don't position yourself as a partner with the 0:19:29.036 --> 0:19:32.716 strategy and with the business, especially in healthcare, then you 0:19:32.756 --> 0:19:36.196 become the order taker. And my philosophy is I don't 0:19:36.196 --> 0:19:40.076 want my IT teams to be order takers. I want 0:19:40.116 --> 0:19:41.596 us to be seen as partners. 0:19:41.876 --> 0:19:46.276 I'm curious about the relationship between the interaction between you 0:19:46.796 --> 0:19:49.956 and non IT people in your organizations. We spoke to 0:19:49.956 --> 0:19:51.516 about this a little bit. I want to dig in 0:19:51.556 --> 0:19:57.396 on this. Are there parts of your vision for the 0:19:57.476 --> 0:20:01.876 company that are difficult to convince others of to explain 0:20:02.156 --> 0:20:06.036 to do people get how you said, whether you guys 0:20:06.076 --> 0:20:08.636 are at a tipping point? Do non IT people get that? 0:20:09.596 --> 0:20:09.916 Do it? 0:20:09.956 --> 0:20:10.036 Is? 0:20:10.036 --> 0:20:11.156 It a hard time convincing? 0:20:11.236 --> 0:20:15.956 And sometimes I will tell you the introduction of five 0:20:16.116 --> 0:20:20.356 of a private five G cellular environment, first of it's 0:20:20.396 --> 0:20:22.916 kind in healthcare. I really had to sell that to 0:20:22.956 --> 0:20:24.916 the organization because they're like, well, we have Wi FI 0:20:24.996 --> 0:20:26.476 And they said, then why do you keep calling me 0:20:26.476 --> 0:20:28.916 and telling me that your calls are dropping from. 0:20:28.756 --> 0:20:33.756 The o R to the ICU. So putting it into. 0:20:33.996 --> 0:20:36.516 To some you know, to articulate not to talk about 0:20:36.556 --> 0:20:38.676 the bits and the bytes, but to talk about what 0:20:38.756 --> 0:20:41.836 problems are we trying to solve and can technology do that? 0:20:42.356 --> 0:20:44.876 And if so, are you willing to do that with me? 0:20:45.316 --> 0:20:48.156 Because I am not an end user in the host, 0:20:48.236 --> 0:20:51.836 I don't I don't use the electronic health record, but 0:20:52.036 --> 0:20:55.356 I have to make sure that it works and sitting 0:20:55.396 --> 0:20:58.356 at the table and having the conversations because I will 0:20:58.396 --> 0:21:00.556 tell you when I go to do my budget every year, 0:21:00.636 --> 0:21:04.076 I don't know how. You how, but you know storage 0:21:04.756 --> 0:21:09.076 and compute and you know a new virtual server somewhere 0:21:09.676 --> 0:21:14.356 is not as sexy as IVY pumps and MRI machine. 0:21:14.516 --> 0:21:18.996 So I'm competing with you know, the same dollars. And 0:21:19.636 --> 0:21:24.236 but yet I have to explain to my peers, you 0:21:24.276 --> 0:21:27.036 can't have the cool, sexy stuff if the foundation, if 0:21:27.076 --> 0:21:28.516 the infrastructure isn't there. 0:21:28.636 --> 0:21:29.556 We have to invest in. 0:21:29.676 --> 0:21:31.716 How large is your team? Your I T team? 0:21:32.196 --> 0:21:34.996 I have over four hundred you're four hundred people. 0:21:35.756 --> 0:21:36.756 How long is your team? 0:21:36.916 --> 0:21:40.236