Latest / Revisionist History / The IT Revolution

Transcript

The IT Revolution · Revisionist History

0:15
Speaker 1: Pushkin. This episode is a paid partnership with T Mobile
0:23
Speaker 1: for Business. Hello everyone, Malcolm Glabell here today I'm having
0:31
Speaker 1: a special conversation hosted by my good friends at T
0:34
Speaker 1: Mobile for Business about how the digital revolution is going
0:38
Speaker 1: to transform everything about the way we do business. I'm
0:42
Speaker 1: talking to Heather Nelson, the Chief Information Officer at Boston
0:46
Speaker 1: Children's Hospital, Al Lettera, senior vice president of IT at
0:50
Speaker 1: Trackner Supply Company, and Kelly Field, president at T Mobile
0:54
Speaker 1: Business Group, who you may remember, by the way from
0:57
Speaker 1: our episode at the Las Vegas Grand Prix. So you
1:01
Speaker 1: might think, hasn't the digital revolution been happening for a
1:04
Speaker 1: while now, Sure, but it's been unevenly distributed. And the
1:09
Speaker 1: folks at T Mobiles say that thanks to five G,
1:11
Speaker 1: businesses are now able to transform how they do business
1:15
Speaker 1: at scale, which is all these interesting ripple effects, including
1:20
Speaker 1: IT moving from a support role to a leadership role.
1:24
Speaker 1: So I wanted to talk to two brilliant IT leaders
1:27
Speaker 1: who are transforming two radically different worlds, healthcare and retail.
1:33
Speaker 1: Buckle up, because there's a big technological change happening. This
1:37
Speaker 1: conversation is for all the CIOs and business owners who
1:41
Speaker 1: are dreaming up new ways to make things run better.
1:44
Speaker 1: But it's also for everyone who goes to the doctor
1:47
Speaker 1: or shop's retail CALLI and Al and Heather really convinced
1:51
Speaker 1: me that five G is changing just about everything with
2:03
Speaker 1: me is Alaterra you and it for tractor supply. Yes,
2:08
Speaker 1: one of the the grandest, oldest is a tractor supply
2:11
Speaker 1: not far from my home, so I drive by it
2:13
Speaker 1: all the time. And then we have Heather Nelson, and
2:15
Speaker 1: you are the CIO for Boston Children's I am. And
2:19
Speaker 1: then we had the president of t Mobile Business Group,
2:21
Speaker 1: Kelly Field. Kelly, we have done this before. I really
2:25
Speaker 1: look forward to this conversation. Well, I wanted to start
2:27
Speaker 1: with you, Al, and I wanted you to give me
2:32
Speaker 1: a kind of blue sky picture of where you would
2:35
Speaker 1: love to be five years from now, which tract to
2:39
Speaker 1: supply in things digital.
2:41
Speaker 2: Yeah, five years from now is really going to be
2:43
Speaker 2: eighteen months from now, so because it's going that fast.
2:47
Speaker 2: But to us as an organization and service of our
2:51
Speaker 2: customers and our team members, it's really going to be
2:53
Speaker 2: a consumer and team member centric strategy that is really
2:58
Speaker 2: taking into consideration, putting everything at the fingertips of the
3:02
Speaker 2: team member and the customer. So it's right there available
3:06
Speaker 2: to them when they're either shopping, their working on their farms,
3:10
Speaker 2: or whether they're working within the communities that they're serving.
3:14
Speaker 2: It's all the information that they need is at their fingertips.
3:19
Speaker 1: Heather, do you have a give us a vision.
3:21
Speaker 3: Of a vision? I'm going to use one of your phrases.
3:24
Speaker 4: We really are at a tipping point with healthcare delivery
3:26
Speaker 4: in the enabling technology. Our patients are consumers and we
3:31
Speaker 4: have to make it easier for patients to come to us.
3:35
Speaker 4: We have to make it easier for physicians care team
3:38
Speaker 4: members to care for those patients. So self service and
3:41
Speaker 4: access will be where we need to focus on. And
3:45
Speaker 4: I know for Boston children it's one of our pillars
3:47
Speaker 4: and our strategic plan is to increase the access and
3:50
Speaker 4: the self service for our patients.
3:52
Speaker 1: All you talked about both customers and people who are
3:57
Speaker 1: for protractors. Now you think of this as being a
3:59
Speaker 1: revolutionists equally weighted in those two groups or is it
4:02
Speaker 1: tilt in one direction more than now?
4:04
Speaker 3: It's equally weighted.
4:06
Speaker 2: You know, the intersection of technology, you know, with the
4:10
Speaker 2: retail industry is not just focused on the customer side,
4:13
Speaker 2: the team member interaction with the customer's paramount to our success.
4:17
Speaker 2: If you go back, we've been in business eighty five
4:19
Speaker 2: plus years. The secret sauce of our businesses is our
4:22
Speaker 2: customer relationship. So the team members are facilitating that and
4:26
Speaker 2: without the right tools, without the right experiences, without the
4:29
Speaker 2: right information, you know, making them more productive, and just
4:34
Speaker 2: giving them access to whatever it is they need to
4:37
Speaker 2: service as customers's paramount to the success of our overall
4:41
Speaker 2: digital strategy.
4:42
Speaker 5: I'm just going to jump in and I love working
4:45
Speaker 5: with both of these leaders because they are so customer centric,
4:48
Speaker 5: which I think really resonates with me at Tea Mobile.
4:52
Speaker 5: But I love the call out for the digital transformation
4:56
Speaker 5: impacts the way that you're able to serve your customers
4:58
Speaker 5: and the relationship that you have with them in so
5:00
Speaker 5: many profound ways, especially given AI and where it's taking
5:04
Speaker 5: the need for data and connectivity, but also for your
5:06
Speaker 5: employees in a digital age. A lot of times people
5:09
Speaker 5: ask me, well, why do you need to invest in
5:11
Speaker 5: your employees and or your providers in the same way
5:14
Speaker 5: because everything is self served and digital. I think about
5:17
Speaker 5: like iron Man having Jarvis, you know, you equip them
5:20
Speaker 5: with the technical tools that make them the very best
5:24
Speaker 5: heroes you for your customers. And that's something that I
5:26
Speaker 5: appreciate about that.
5:28
Speaker 3: And we want to empower our patients.
5:30
Speaker 4: And yes we're a children's hospital, but these kids know technology, they.
5:37
Speaker 3: Know how to use iPhones and iPads, and so why not.
5:41
Speaker 4: Make sure that they have the tools and the apps
5:44
Speaker 4: to do that at home to do that so that
5:47
Speaker 4: they're empowered and they feel in control of their head.
5:49
Speaker 1: Give me, give me a concrete example of something you
5:52
Speaker 1: would like a patient to be able to do that
5:55
Speaker 1: they can't do now.
5:57
Speaker 3: I would say any of the of the wearable devices.
6:00
Speaker 4: What if we were able to do more home infusions
6:04
Speaker 4: for our cancer patients so they don't have to drive
6:07
Speaker 4: and to come to the hot spital, and then making
6:10
Speaker 4: sure that that information then gets back into the electronic
6:13
Speaker 4: health record seamlessly, so the physician knows that how there's
6:19
Speaker 4: getting her infusion that day, and we can call and
6:22
Speaker 4: be proactive with her parents. That's what I want to see.
6:25
Speaker 4: I wanted to be almost like concierge care for us,
6:29
Speaker 4: which is.
6:30
Speaker 1: There an obstacle to getting there right now?
6:32
Speaker 4: Well, we are starting to break down those those barriers
6:36
Speaker 4: with our five G cellular network. You know, hospitals for example,
6:42
Speaker 4: we've been soul reliant on Wi Fi and Wi Fi
6:45
Speaker 4: is just not meant for a mobile environment.
6:47
Speaker 3: It's not meant.
6:48
Speaker 4: I mean, I have calls dropped from the OAR to
6:52
Speaker 4: the ICU and that's frustrating for clinicians.
6:55
Speaker 1: I went into my bank yesterday where I banked for
6:57
Speaker 1: twenty years, because they had locked me out of my
7:02
Speaker 1: account digitally, and I had to do something transfer money,
7:04
Speaker 1: and I went in transfer money, stay, waited the line,
7:07
Speaker 1: finally got to the teller, went to all kinds of
7:09
Speaker 1: stuff and then she looked at me and she goes,
7:11
Speaker 1: can't do that. It's like, why can't you do it?
7:13
Speaker 1: And she said not making She said Wi Fi is down.
7:17
Speaker 3: It's like all right, see that's what happened, right. These
7:21
Speaker 3: delivery lose customers.
7:22
Speaker 6: Customers the way.
7:24
Speaker 1: No one seemed to care at all that they had
7:26
Speaker 1: lost me as a customer, which she's hurt my feelings.
7:29
Speaker 4: WiFi is not going away, but it doesn't have to
7:31
Speaker 4: be my primary focus anymore. And also it's not just
7:35
Speaker 4: about the four walls of the hospital anymore. We want
7:39
Speaker 4: to one of our other strategies over the next couple
7:41
Speaker 4: of years is to do as much care at home
7:43
Speaker 4: as possible and to have a five G enabled environment
7:49
Speaker 4: that levels the playing field for our patients.
7:51
Speaker 3: Wi Fi was.
7:52
Speaker 5: A great solution in the four G era, and as
7:57
Speaker 5: we start to learn to use data differently and we
7:59
Speaker 5: start to see the evolution of how we can take
8:02
Speaker 5: important customer or patient information and get smarter and provide
8:07
Speaker 5: better solutions or faster, or whether it's from a cost
8:10
Speaker 5: perspective or whether it's from a quality of treatment perspective,
8:13
Speaker 5: the amount of data that is available to us and
8:16
Speaker 5: us being able to do something with that data is
8:18
Speaker 5: so quickly and rapidly evolving. And in a Wi Fi world,
8:23
Speaker 5: you need more consistency. You need SLAS, and you need
8:28
Speaker 5: to be SLA is service level agreement. So you need
8:31
Speaker 5: to be able to say where this type of surgery
8:34
Speaker 5: are using this kind of machine, If we're going to
8:36
Speaker 5: capture data, or we're going to actually in the future
8:39
Speaker 5: use an automated device to do some important kind of function,
8:42
Speaker 5: we need to be able to say the latency and
8:46
Speaker 5: the capacity, that those things are firm and that there's
8:50
Speaker 5: no variation. You can't do that on a Wi Fi
8:53
Speaker 5: network when you've got hundreds of other kinds of connections
8:56
Speaker 5: all around it. But with a private network or a
8:58
Speaker 5: designated network slice, what you're able to do is to say, okay,
9:02
Speaker 5: these are the guaranteed service levels that we're going to
9:05
Speaker 5: give this connection all the time.
9:07
Speaker 1: I can build bespoke digital connections between individual bits of
9:12
Speaker 1: technology and some kind of central command post in a
9:16
Speaker 1: way that I can't do with with Wi Fi.
9:18
Speaker 5: And the other thing is is Heather does more and
9:21
Speaker 5: more transformation of the way that her it organization serves
9:26
Speaker 5: their ultimate mission as a hospital and for children. The
9:32
Speaker 5: amount of connections are going to increase. I mean there
9:35
Speaker 5: are it's probably from hundreds to thousands to tens of thousands.
9:39
Speaker 1: What do you mean when you say amount of connections
9:41
Speaker 1: be more?
9:42
Speaker 4: I mean every physician has their own cell phone, a
9:46
Speaker 4: nurse has, you know, his or her own cell phone
9:48
Speaker 4: plus a device that's provided to them for their clinical shift.
9:53
Speaker 4: They've got workstation on wheels. We've got workstations, you know
9:57
Speaker 4: at the nurse's station. We've got medical devices. We've got ventilators,
10:00
Speaker 4: we have you know, ivy pumps. All of those things
10:04
Speaker 4: are wired if you will. And then you have the
10:07
Speaker 4: patients who have their devices, their iPads, their cell phones,
10:12
Speaker 4: and everyone expects everything to work perfectly.
10:16
Speaker 5: In addition to that, aside from the quality of service
10:20
Speaker 5: that you receive, you think about patient data or hippo
10:23
Speaker 5: compliance in your field, the security measures that are required
10:27
Speaker 5: if you have to do VPN and Wi Fi access
10:30
Speaker 5: for every one of those secure, there's a lot of
10:32
Speaker 5: room for attack and era. And one of the things
10:35
Speaker 5: that we've been talking about and working with all of
10:38
Speaker 5: our customers is how do we take the very connection
10:41
Speaker 5: and encrypt it.
10:43
Speaker 1: I want to come back to that point in much
10:45
Speaker 1: more detail, but before we I want to talk to
10:48
Speaker 1: you el. Can you do the same thing. Give me
10:52
Speaker 1: a very specific example of something you would like your
10:56
Speaker 1: customers or your employees in your reatual outlets to be
11:02
Speaker 1: able to do that you think would make a meaningful difference.
11:06
Speaker 2: The big focus from us is on our team members
11:08
Speaker 2: right now in service of the customers. It's basically delivering
11:12
Speaker 2: predictability so that you can make sure that these things
11:16
Speaker 2: all work. And it's a complicated process that you have
11:20
Speaker 2: to make very very simple.
11:22
Speaker 3: So here's an example of it.
11:24
Speaker 2: When you're dealing with, you know, the customer base that
11:27
Speaker 2: we're focused on. It's the people with farms. You know,
11:30
Speaker 2: they have animals, livestock on their farms. It's a very
11:33
Speaker 2: very you know, important thing, right, So we've got to
11:36
Speaker 2: make sure that if they ask information about what's the
11:39
Speaker 2: right food, what's the right ingredients that we're making up
11:42
Speaker 2: that food, what's the right food for the right time
11:45
Speaker 2: in the life cycle of a let's say a chicken.
11:47
Speaker 2: It's very important, but we got to take it to
11:49
Speaker 2: another level, like what about the sustainability of how that
11:52
Speaker 2: food was created? Like what ingredients go into that food.
11:56
Speaker 1: So the idea is that what we're trying to do
11:59
Speaker 1: is to increase the kind of sophistication of the encounter
12:02
Speaker 1: between the store and the customer. I do know, just
12:05
Speaker 1: go in there and say I want that. Now, the
12:08
Speaker 1: customer's go and expecting a much richer kind of interaction
12:12
Speaker 1: with the store, and you need to be able to
12:14
Speaker 1: measure up to expectation.
12:16
Speaker 3: So are your team members? Are your team members?
12:18
Speaker 4: I mean they have their handheld their devices and so
12:22
Speaker 4: when you're talking about you know, at their fingertips, you're
12:25
Speaker 4: bringing all that data forward.
12:27
Speaker 5: Can I offer something that I think is really incredible
12:31
Speaker 5: that tractor supply is doing. So. I grew up on
12:33
Speaker 5: a farm, and I remember something would break on the farm.
12:35
Speaker 5: You're on a farm, You're out twenty thirty forty to
12:37
Speaker 5: fifty miles from what where the store is. Oftentimes maybe
12:41
Speaker 5: not in a place where Amazon's going to show up
12:43
Speaker 5: and deliver that same day. To be able to work
12:46
Speaker 5: with a retailer that understands when you have to stop
12:50
Speaker 5: and go and get the correct solution for the thing
12:52
Speaker 5: that broke down. The timing of crops or the timing
12:56
Speaker 5: of when you've got to get cattle ready for sale
12:58
Speaker 5: is so important that if you have to go off
12:59
Speaker 5: and spend eight hours to track down where do I
13:02
Speaker 5: get the thing that I need? It really does have
13:04
Speaker 5: an impact on your profitability, your bottom line as a farmer.
13:08
Speaker 5: And I think you guys are really helping to bring
13:12
Speaker 5: technology into a way that really serves your customers.
13:15
Speaker 6: We'll be right back after a short break. We're back.
13:27
Speaker 1: I want you to dig into this a little more
13:29
Speaker 1: because there are probably there is probably you know, when
13:34
Speaker 1: I compare the two worlds that you guys come from,
13:40
Speaker 1: consumer reactions, feelings about those two worlds are very different.
13:43
Speaker 1: There's an enormous amount of customer dissatisfaction in healthcare. It's
13:49
Speaker 1: annoying to go to your doctor or the hospital half
13:51
Speaker 1: the time. Yes, seventeen million forms. Doctors hate digital health records.
13:55
Speaker 4: When you think about where healthcare started with the electronic
13:58
Speaker 4: health record, it was everything that we did on paper,
14:02
Speaker 4: We're going to now make it electronic. And I remember
14:05
Speaker 4: talking to some EHR electronic Health Records twenty five years
14:10
Speaker 4: ago and they're like, we're going to make it faster,
14:12
Speaker 4: We're going to make it easier physicians. And I said,
14:15
Speaker 4: never tell them that, because nothing is faster than a
14:18
Speaker 4: piece of paper and a pen when it comes to documenting.
14:22
Speaker 3: And now the pendulum.
14:25
Speaker 4: Has shifted with electronic health records, with ambient AI, with.
14:30
Speaker 1: Quick what do you mean by ambient air?
14:31
Speaker 3: I can talk in the room, you know, the hey Google.
14:35
Speaker 1: Oh, I say okay.
14:36
Speaker 3: And you know.
14:37
Speaker 4: We've been we've been piloting that in some of our
14:40
Speaker 4: nursing units where they come into the room and the
14:42
Speaker 4: end they can talk to the patient and capture that
14:45
Speaker 4: information instead of sitting there with their back to the
14:48
Speaker 4: patient typing.
14:50
Speaker 1: Yeah. So the simple act of if I can do
14:52
Speaker 1: stuff while I am still engaged with you, why do
14:57
Speaker 1: I makes all the difference in the.
14:58
Speaker 5: World, because you know, in my world, meeting with customers
15:03
Speaker 5: really trying to listen and focus on what do they need,
15:06
Speaker 5: what's the problem that they're trying to solve, But then
15:08
Speaker 5: it takes thirty minut it's forty five minutes of quiet,
15:12
Speaker 5: focused time to just capture what are all the next
15:14
Speaker 5: steps and what are the things that I've got to
15:16
Speaker 5: go and do afterwards. And so that's less time that
15:18
Speaker 5: I get to spend with the customer, and it might
15:20
Speaker 5: mean less time that I'm really able to focus in
15:22
Speaker 5: on what the customer is telling me. But with tools
15:25
Speaker 5: that we have today that we're already using and selling
15:30
Speaker 5: and providing for customers, we're able to take recorded sessions
15:33
Speaker 5: like this, and the AI will summarize the action items
15:37
Speaker 5: and we'll even set up a calendar appointment.
15:39
Speaker 3: So I think about in.
15:40
Speaker 5: Healthcare, if I were able to get the discussion with
15:43
Speaker 5: the doctor and they say, hey, Keli, you're forty five,
15:47
Speaker 5: you need a colonoscopy, wouldn't that be great if it
15:50
Speaker 5: was already scheduled and that that follow up was already
15:54
Speaker 5: taken care of, because because I may not want to
15:56
Speaker 5: schedule that I mean admitting that I have forty nine
15:58
Speaker 5: forty five and have to follow but mightbe more than
15:59
Speaker 5: I can handle. But if you can use and I'm
16:02
Speaker 5: making a joke, but imagine what that will empower in
16:06
Speaker 5: terms of healthcare, for us to have tools that take
16:10
Speaker 5: people from not wanting to deal with the message and
16:14
Speaker 5: putting them into the next stuff.
16:15
Speaker 1: Kind of Well, this brings a question I had for al.
16:19
Speaker 1: You're asking a lot more of your retail staff. They're
16:23
Speaker 1: no longer simply managing a transaction. Now the real partners
16:29
Speaker 1: with the customer. If you upgrade the technology, you've to
16:32
Speaker 1: start redefining your relationship the role of your sports staff.
16:36
Speaker 2: If you notice I keep bringing up the customer and
16:39
Speaker 2: the team member and they're intertwined. That's one of the
16:41
Speaker 2: reasons why is because you got to think through all this.
16:45
Speaker 2: As you add more capabilities, you got to increase the productivities,
16:48
Speaker 2: Like how do I use AI to actually generate code?
16:50
Speaker 2: We actually do that. Now, how do we use it
16:52
Speaker 2: to generate test scripts so that we can test things
16:55
Speaker 2: faster get it into market. And the same thing does apply,
16:58
Speaker 2: you know in the walls of the retail location. Is
17:01
Speaker 2: because it's like how do I make replenishment faster. How
17:04
Speaker 2: do I make you know, labeling faster in a store?
17:08
Speaker 2: What's the process for that? So anything and everything is
17:11
Speaker 2: on the table now.
17:13
Speaker 1: So you when you role out of the big differences
17:16
Speaker 1: between your world and Heathers is heather Euro at one institution.
17:20
Speaker 1: How many stores does truct Supply have?
17:22
Speaker 2: We have twenty two hundred Tractor Supply stores and two
17:24
Speaker 2: hundred at pet Sun stores.
17:25
Speaker 1: Yeah, so when you roll out something, do you roll
17:28
Speaker 1: it out incrementally or do you do it in all
17:32
Speaker 1: twenty two hundred places?
17:33
Speaker 2: Some days we do it in an incremental fashion. What
17:36
Speaker 2: we do is, you know, we have labs within our
17:40
Speaker 2: Store support Center and Brent La, Tennessee to support those locations,
17:44
Speaker 2: and we test in those labs typically. The second thing
17:47
Speaker 2: we do is we work very closely. There's a group
17:50
Speaker 2: of stores that are considered, you know, like the test stores,
17:54
Speaker 2: but they're they're the team members that have more of
17:57
Speaker 2: that that engineering, that tinkering mindset. So we've identified roughly
18:01
Speaker 2: one hundred stores and they basically we deploy it to
18:04
Speaker 2: them and they test it and they give us feedback
18:06
Speaker 2: and then we kind of iterate through it and then
18:09
Speaker 2: we start deploying it two larger volumes of the store
18:12
Speaker 2: of the change.
18:12
Speaker 5: I think we were talking about it earlier, which was
18:15
Speaker 5: the role of the CIO really evolving. The work that
18:21
Speaker 5: I've done at T Mobile for twenty years with my
18:24
Speaker 5: IT teams is very different today than the work that
18:27
Speaker 5: we were doing twenty years ago. And I think you
18:30
Speaker 5: all it's fun to hear you talk about your risk
18:32
Speaker 5: takers or you want to move fast because of the
18:36
Speaker 5: speed of what is happening with data and what is
18:39
Speaker 5: happening with the connectivity solutions and what we can do
18:42
Speaker 5: with AI. And I think in retail and in healthcare,
18:47
Speaker 5: there's people that are willing now to push the limits.
18:50
Speaker 5: So you're now a culture leader for your company, whereas
18:55
Speaker 5: before I don't know if I thought of my head
18:57
Speaker 5: of it as a culture leader for the company per se.
19:00
Speaker 5: But you're changing the way that people work. You're changing
19:04
Speaker 5: what they are able to provide for their customers in
19:06
Speaker 5: profound ways, and I think that's a really cool part
19:08
Speaker 5: of your jobs.
19:09
Speaker 1: How long before an IT person becomes the CEO of
19:12
Speaker 1: a traditional bricks and motor company.
19:15
Speaker 4: That's that's my ultimate goal is to be CEO of
19:18
Speaker 4: the hospital someday for reals.
19:21
Speaker 3: It's a big jump because.
19:25
Speaker 4: If you don't position yourself as a partner with the
19:29
Speaker 4: strategy and with the business, especially in healthcare, then you
19:32
Speaker 4: become the order taker. And my philosophy is I don't
19:36
Speaker 4: want my IT teams to be order takers. I want
19:40
Speaker 4: us to be seen as partners.
19:41
Speaker 1: I'm curious about the relationship between the interaction between you
19:46
Speaker 1: and non IT people in your organizations. We spoke to
19:49
Speaker 1: about this a little bit. I want to dig in
19:51
Speaker 1: on this. Are there parts of your vision for the
19:57
Speaker 1: company that are difficult to convince others of to explain
20:02
Speaker 1: to do people get how you said, whether you guys
20:06
Speaker 1: are at a tipping point? Do non IT people get that?
20:09
Speaker 1: Do it?
20:09
Speaker 7: Is?
20:10
Speaker 1: It a hard time convincing?
20:11
Speaker 4: And sometimes I will tell you the introduction of five
20:16
Speaker 4: of a private five G cellular environment, first of it's
20:20
Speaker 4: kind in healthcare. I really had to sell that to
20:22
Speaker 4: the organization because they're like, well, we have Wi FI
20:24
Speaker 4: And they said, then why do you keep calling me
20:26
Speaker 4: and telling me that your calls are dropping from.
20:28
Speaker 3: The o R to the ICU. So putting it into.
20:33
Speaker 4: To some you know, to articulate not to talk about
20:36
Speaker 4: the bits and the bytes, but to talk about what
20:38
Speaker 4: problems are we trying to solve and can technology do that?
20:42
Speaker 4: And if so, are you willing to do that with me?
20:45
Speaker 4: Because I am not an end user in the host,
20:48
Speaker 4: I don't I don't use the electronic health record, but
20:52
Speaker 4: I have to make sure that it works and sitting
20:55
Speaker 4: at the table and having the conversations because I will
20:58
Speaker 4: tell you when I go to do my budget every year,
21:00
Speaker 4: I don't know how. You how, but you know storage
21:04
Speaker 4: and compute and you know a new virtual server somewhere
21:09
Speaker 4: is not as sexy as IVY pumps and MRI machine.
21:14
Speaker 4: So I'm competing with you know, the same dollars. And
21:19
Speaker 4: but yet I have to explain to my peers, you
21:24
Speaker 4: can't have the cool, sexy stuff if the foundation, if
21:27
Speaker 4: the infrastructure isn't there.
21:28
Speaker 3: We have to invest in.
21:29
Speaker 1: How large is your team? Your I T team?
21:32
Speaker 3: I have over four hundred you're four hundred people.
21:35
Speaker 1: How long is your team?
21:36
Speaker 2: So we have roughly four hundred team members and about
21:40
Speaker 2: a thousand contractors that work for us.
21:42
Speaker 1: You're talking just about the it Yeah, Oh my goodness.
21:46
Speaker 2: Yeah, it's a it's a complicate it's a complicated enterprise.
21:50
Speaker 3: I mean a lot of different skill set.
21:51
Speaker 2: Five years ago, how large would probably half the size?
21:56
Speaker 1: Is that same for you headn't.
21:57
Speaker 3: Yeah.
21:58
Speaker 1: In other words, I should be telling my daughters there's
22:00
Speaker 1: really only one thing you should be studying.
22:05
Speaker 3: Dentistry. CIOs have to prove the value of it.
22:11
Speaker 4: That's our I mean, we have to market it because
22:14
Speaker 4: in healthcare and healthcare I I'm not a revenue generating department.
22:18
Speaker 4: I'm not a radiology department, you know, I'm not a
22:21
Speaker 4: surgeon surgical department.
22:24
Speaker 3: I'm a cost center.
22:25
Speaker 4: So I have to show the value, whether that's qualitatively
22:29
Speaker 4: or quantitatively, just about every single day.
22:32
Speaker 3: And so it's it's a balance.
22:35
Speaker 1: One of the things I love in when I'm talking
22:37
Speaker 1: to people who are experts in a particular field is
22:41
Speaker 1: they see the world differently than because you have an
22:45
Speaker 1: area of expertise the rest of us don't have. Right,
22:46
Speaker 1: So this is one of the questions on those lines,
22:50
Speaker 1: I would like every one of each of you to
22:52
Speaker 1: describe a situation that you're in in the world where
22:56
Speaker 1: you say to yourself, under your breath, you guys really
23:00
Speaker 1: need my help. Give me the you guys, I actually
23:03
Speaker 1: have one. I'm not an IT person I have on
23:05
Speaker 1: you guys, not the story of my bank about it,
23:08
Speaker 1: but I want alan We're gonna go first, give you
23:11
Speaker 1: an example of you guys really need by health.
23:15
Speaker 2: Honestly experiences at like concert events, sporting events. I think
23:23
Speaker 2: there's a lot of opportunity and I'm not trying to.
23:25
Speaker 1: So what do you what do you go to a
23:27
Speaker 1: are you football fan?
23:28
Speaker 3: What are you football concert?
23:31
Speaker 1: Yeah? What is it you want you're not getting?
23:33
Speaker 2: I mean, I want to be able to have the connectivity,
23:35
Speaker 2: be able to interact more with the stats, with the
23:39
Speaker 2: you know, what's happening on the field. I want to
23:41
Speaker 2: be able to be in a position where I don't
23:42
Speaker 2: have to leave my seat because I actually want to
23:44
Speaker 2: watch the game.
23:45
Speaker 7: You know.
23:45
Speaker 2: If I'm at a concert, I want to be able
23:47
Speaker 2: to you know, is there a way I could zoom
23:49
Speaker 2: into webcams to see closer if I have bad seats
23:52
Speaker 2: to the show, if I want to know the song
23:54
Speaker 2: that they're playing, or you know, the number of times
23:56
Speaker 2: they've played it depending on the type of music you like.
24:00
Speaker 2: You know, I just see a much more interactive experience.
24:03
Speaker 7: So Heather, your choice choice, I'm going to stick with
24:08
Speaker 7: hell Care It would just be lovely if every if
24:13
Speaker 7: a patient that moved either.
24:15
Speaker 4: Between hospitals, moved between states, that we didn't have to
24:22
Speaker 4: fill out the forms again, how nice would it be
24:28
Speaker 4: for that?
24:30
Speaker 1: Keli?
24:31
Speaker 5: Yeah, I have a dear friend that has cancer, and
24:35
Speaker 5: watching her try to figure out how to become an
24:37
Speaker 5: expert in the medical field just so that she could
24:40
Speaker 5: get the appropriate treatment and coordinating all of the different
24:44
Speaker 5: doctors that were required, I think was really tough to watch,
24:50
Speaker 5: and I think lots of unfortunately lots of families have gone.
24:53
Speaker 3: Through kind of that experience.
24:56
Speaker 5: I think one that I do every day, or it
25:00
Speaker 5: seems like every day, is I get on an airplane.
25:03
Speaker 5: And I think airlines have come a long way to
25:06
Speaker 5: make it more digital and more self serve and more connected.
25:09
Speaker 5: But I still think there's an awful lot that they
25:11
Speaker 5: could benefit from in both your experience and being able
25:16
Speaker 5: to focus on the experience of a person that's flying
25:19
Speaker 5: all the time and what.
25:21
Speaker 3: That experience could look like.
25:22
Speaker 5: I think we've all decided we're going to sit like
25:25
Speaker 5: we're in a bus and.
25:28
Speaker 3: We just take it.
25:30
Speaker 5: But I think there's a lot of things they could
25:32
Speaker 5: do to make what it's like to try and manage
25:37
Speaker 5: a travel schedule through flight and connect with people that
25:39
Speaker 5: you love or business could be seller.
25:43
Speaker 1: I think what I just came up with listening to you,
25:47
Speaker 1: which is it's just about deplaning from the airplane. It
25:52
Speaker 1: drives me up the wall.
25:54
Speaker 5: Right.
25:55
Speaker 1: So we have an AI system that creates an algorithm
25:57
Speaker 1: what's the fastest way to deplane this thing? And it
26:01
Speaker 1: looks and sees where you are, how you're sitting. All
26:04
Speaker 1: you do is punch in how many bags you have,
26:06
Speaker 1: where they are, and then you sit in your No
26:08
Speaker 1: one moves. You sit in your chair with your phone,
26:11
Speaker 1: and this is your churn. Malcolm, get up now. I
26:17
Speaker 1: swear to God they would make it. Okay, here's the
26:19
Speaker 1: other one say. At the same time I was on it,
26:22
Speaker 1: I was in a vacation my family. But some hotel.
26:24
Speaker 1: We go down the to the to the restaurant in morning.
26:29
Speaker 1: Person looks at me and they go, what's your name?
26:33
Speaker 1: They type type it in, what's your room number? Type
26:36
Speaker 1: it in, what's your telephone number? Type it in, and
26:39
Speaker 1: then they stare at the screen for what looks like
26:42
Speaker 1: forty five seconds. The email place is half empty, and
26:45
Speaker 1: then they print out a piece of paper and take
26:48
Speaker 1: it and put it on my It's like, is this
26:51
Speaker 1: nineteen eighty five? Like, what is going on here? Why
26:54
Speaker 1: can't the person all I want to your point about healthcare?
26:57
Speaker 1: And maybe this is way way lower stakes, but I
26:59
Speaker 1: just want someone to look me in the eye and say, welcome.
27:02
Speaker 3: To the restaurant.
27:03
Speaker 1: That's all I want. Yeah, yeah, like this is I
27:07
Speaker 1: feel like, will you give me your cell at the
27:09
Speaker 1: end of this so I can just call you next
27:11
Speaker 1: time I had this experience, I just hand the phone out.
27:14
Speaker 1: I have someone to talk to.
27:16
Speaker 3: Yes, malcome, I'll thank you.
27:20
Speaker 1: Well. This has been incredibly fun. Thanks to all of you.
27:24
Speaker 1: Good luck with what you do, and may you someday
27:26
Speaker 1: we can do this in a couple of years And
27:28
Speaker 1: now I hope I'll be talking to the CEO of
27:31
Speaker 1: Boston Children's and of Tractor Supply. This episode was made
27:45
Speaker 1: in partnership with T Mobile for Business and iHeartMedia. Special
27:48
Speaker 1: thanks to Calli Field, President of T Mobile Business Group,
27:51
Speaker 1: Heather Nelson, Chief Information Officer at Boston Children's Hospital, al Letera,
27:57
Speaker 1: Senior Vice president of IT at Tractor Supply, and the
28:01
Speaker 1: entire production crew at iHeartMedia. This episode was produced by
28:06
Speaker 1: Nina Lawrence and ben at Aph Haffrey, Editing by Sarah Nis,
28:10
Speaker 1: mastering by Jake Krsky. Our executive producer is Jacob Smith.
28:15
Speaker 1: I'm Malcolm Glama.