Speaker 1: Pushkin. This episode is a paid partnership with T Mobile
Speaker 1: for Business. Hello everyone, Malcolm Glawell 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. When 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. Callie 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 were 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.
Speaker 3: 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 of
Speaker 1: a vision?
Speaker 4: I'm going to use one of your phrases.
Speaker 5: We really are at a tipping point with healthcare delivery
Speaker 5: in the enabling technology. Our patients are consumers and we
Speaker 5: have to make it easier for patients to come to us.
Speaker 5: We have to make it easier for physicians care team
Speaker 5: members to care for those patients.
Speaker 4: So self service and.
Speaker 5: Access will be where we need to focus on, and
Speaker 5: I know for Boston children it's one of our pillars
Speaker 5: in our strategic plan is to increase the access and
Speaker 5: the self service for our patients.
Speaker 1: Al you talked about both customers and people who are protractors.
Speaker 1: Now do you think of this as being a revolutionists
Speaker 1: equally weighted in those two groups or is it tilt
Speaker 1: in one direction more.
Speaker 3: Than now 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 business 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, making them more productive, and just giving them
Speaker 2: access to whatever it is they need to services.
Speaker 3: Customers's paramount to the success of our overall digital strategy.
Speaker 6: I'm just going to jump in and I love working
Speaker 6: with both of these leaders because they are so customer centric,
Speaker 6: which I think really resonates with me at Tea Mobile.
Speaker 6: But I love the call out for the digital transformation
Speaker 6: impacts the way that you're able to serve your customers
Speaker 6: and the relationship that you have with them in so
Speaker 6: many profound ways, especially given AI and where it's taking
Speaker 6: the need for data and connectivity, but also for your
Speaker 6: employees in a digital age.
Speaker 4: A lot of times.
Speaker 6: People ask me, well, why do you need to invest
Speaker 6: in your employees and or your providers in the same
Speaker 6: way because everything is self served and digital. I think
Speaker 6: about it like Iron Man having Jarvis. You know, you
Speaker 6: equip them with the technical tools that make them the
Speaker 6: very best heroes you for your customers, and that's something
Speaker 6: that I appreciate about that.
Speaker 4: And we want to empower our patients.
Speaker 5: And yes we're a children's hospital, but these kids know technology,
Speaker 5: they know how to use iPhones and iPads, and so
Speaker 5: why not make sure that they have the tools and
Speaker 5: the apps to do that at home to do that
Speaker 5: so that they're empowered and they feel in control of
Speaker 5: 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 4: I would say any of the of the wearable devices.
Speaker 5: What if we were able to do more home infusions
Speaker 5: for our cancer patients so they don't have to drive
Speaker 5: and to come to the high spital, and then making
Speaker 5: sure that that information then gets back into the electronic
Speaker 5: health record seamlessly, so the physician knows that how there's
Speaker 5: getting her infusion that day, and we can call and
Speaker 5: be proactive with her parents.
Speaker 4: That's what I want to see. I want it to
Speaker 4: be almost like concierge care for.
Speaker 1: Us, which is there an obstacle to getting there right now?
Speaker 5: Well, we are starting to break down those those barriers
Speaker 5: with our five G cellular network. You know, hospitals, for example,
Speaker 5: we've been so reliant on Wi Fi and Wi Fi
Speaker 5: is just not meant for a mobile environment.
Speaker 4: It's not meant.
Speaker 5: I mean, I have calls dropped from the OAR to
Speaker 5: the ICU and that's frustrating for clinicians.
Speaker 1: I went into my bank yesterday where I bank 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, say, 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 this? She said Wi Fi
Speaker 1: is down. It's like, all right, you see that's what happened, right.
Speaker 6: These guys delivery lose customers 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 5: WiFi is not going away, but it doesn't have to
Speaker 5: be my primary focus anymore. And also it's not just
Speaker 5: about the four walls of the hospital anymore. We want
Speaker 5: to one of our other strategies over the next couple
Speaker 5: of years is to do as much care at home
Speaker 5: as possible and to have a five G enabled environment
Speaker 5: that levels the playing field for our patients.
Speaker 4: Wi Fi was a.
Speaker 6: Great solution in the four G era, and as we
Speaker 6: start to learn to use data differently and we start
Speaker 6: to see the evolution of how we can take important
Speaker 6: customer or patient information and get smarter and provide better
Speaker 6: solutions or faster, or whether it's from a cost perspective
Speaker 6: or whether it's from quality of treatment perspective. The amount
Speaker 6: of data that is available to us and us being
Speaker 6: able to do something with that data is so quickly
Speaker 6: and rapidly evolving. And in a Wi Fi world, you
Speaker 6: need more consistency. You need SLAS, and you need to
Speaker 6: be SLA is.
Speaker 4: Service level agreement.
Speaker 6: So you need to be able to say where this
Speaker 6: type of surgery are using this kind of machine, If
Speaker 6: we're going to capture data, or we're going to actually
Speaker 6: in the future use an automated device to do some
Speaker 6: important kind of function, we need to be able to
Speaker 6: say the latency and the capacity, that those things are
Speaker 6: firm and that there's no variation, and you can't do
Speaker 6: that on a Wi Fi network. When you've got hundreds
Speaker 6: of other kinds of connections all around it. But with
Speaker 6: a private network or a designated network slice, what you're
Speaker 6: able to do is to say, okay, these are the
Speaker 6: guaranteed service levels that we're going to give this connection
Speaker 6: all the time.
Speaker 1: I can build be spoke digital connections between individual bits
Speaker 1: of technology and some kind of central command post in
Speaker 1: a way that I can't.
Speaker 4: Do with with Wi Fi.
Speaker 6: And the other thing is is Heather does more and
Speaker 6: more transformation of the way that her it organization serves
Speaker 6: their ultimate mission as a hospital and for children. The
Speaker 6: amount of connections are going to increase. I mean there
Speaker 6: 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 5: I mean every physician has their own cell phone, a
Speaker 5: nurse has, you know, his or her own cell phone
Speaker 5: plus a device that's provided to them for their clinical shift.
Speaker 5: They've got workstation on wheels. We've got workstations, you know
Speaker 5: at the nurse's station. We've got medical devices. We've got ventilators,
Speaker 5: we have you know, ivy pumps. All of those things
Speaker 5: are wired.
Speaker 4: If you will.
Speaker 5: And then you have the patients who have their devices,
Speaker 5: their iPads, their cell phones, and everyone expects everything to
Speaker 5: work perfectly.
Speaker 6: In addition to that, aside from the quality of service
Speaker 6: that you receive, you think about patient data or HIPOC
Speaker 6: compliance in your field, the security measures that are required
Speaker 6: if you have to do VPN and Wi Fi access
Speaker 6: for every one of those secure, there's a lot of
Speaker 6: room for attack and era. And one of the things
Speaker 6: that we've been talking about and working with all of
Speaker 6: our customers is how do we take the very connection
Speaker 6: 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 REACHUIL 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?
Speaker 3: 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 don't just go
Speaker 1: in there and say I want that. Now the customer
Speaker 1: is going 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 that expectation.
Speaker 4: So are your team members? Are your team members?
Speaker 5: I mean they have their handheld their devices and so
Speaker 5: when you're talking about you at their fingertips, you're bringing
Speaker 5: all that data forward.
Speaker 6: Can I offer something that I think is really incredible
Speaker 6: that tractor supply is doing. So. I grew up on
Speaker 6: a farm, and I remember something would break on the farm.
Speaker 6: You're on a farm, You're out twenty thirty forty to fifty.
Speaker 4: Miles from what where the store is.
Speaker 6: Oftentimes maybe not in a place where Amazon's going to
Speaker 6: show up and deliver that same day. To be able
Speaker 6: to work with a retailer that understands when you have
Speaker 6: to stop and go and get the correct solution for
Speaker 6: the thing that broke down. The timing of crops or
Speaker 6: the timing of when you've got to get cattle ready
Speaker 6: for sale is so important that if you have to
Speaker 6: go off and spend eight hours to track down where
Speaker 6: do I get the thing that I need? It really
Speaker 6: does have an impact on your profitability, your bottom line
Speaker 6: as a farmer. And I think you guys are really
Speaker 6: helping to bring technology into a way that really serves
Speaker 6: your customers.
Speaker 1: 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 5: When you think about where healthcare started with the electronic
Speaker 5: health record, it was everything that we did on paper,
Speaker 5: We're going to now make it electronic. And I remember
Speaker 5: talking to some EHR Electronic Health Record vendors twenty five
Speaker 5: years ago and they're like, we're going to make it faster,
Speaker 5: We're going to make it easier physicians. And I said,
Speaker 5: never tell them that, because nothing is faster than a
Speaker 5: piece of paper and a pen when it comes to documenting.
Speaker 4: And now the pendulum.
Speaker 5: Has shifted with electronic health records, with ambient AI, with.
Speaker 1: Quick quick do you mean by ambient da air?
Speaker 4: I can talk in the room, you know, the hey Google.
Speaker 1: Oh, I say okay.
Speaker 5: And you know we've been we've been piloting that in
Speaker 5: some of our nursing units where they come into the
Speaker 5: room and the end they can talk to the patient
Speaker 5: and capture that information instead of sitting there with their
Speaker 5: back to the 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.
Speaker 6: In the world, Because you know, in my world, meeting
Speaker 6: with customers really trying to listen and focus on what
Speaker 6: do they need, what's the problem that they're trying to solve,
Speaker 6: But then it takes thirty min it's forty five minutes
Speaker 6: of quiet, focused time to just capture what are all
Speaker 6: the next steps and what are the things that I've
Speaker 6: got to go and do afterwards. And so that's less
Speaker 6: time that I get to spend with the customer, and
Speaker 6: it might mean less time that I'm really able to
Speaker 6: focus in on what the customer is telling me. But
Speaker 6: with tools that we have today that we're already using
Speaker 6: and selling and providing for customers, we're able to take
Speaker 6: recorded sessions like this, and the AI will summarize the
Speaker 6: action items and we'll even set up a calendar appointment.
Speaker 6: So I think about in healthcare, if I were able
Speaker 6: to get the discussion with the doctor and they say, hey, Keli,
Speaker 6: you're forty five, you need a colonoscopy, wouldn't that be
Speaker 6: great if it was already scheduled and that that follow
Speaker 6: up was already taken care of, because because I may
Speaker 6: not want to schedule that I mean admitting that I
Speaker 6: have forty nine forty five and have to follow but
Speaker 6: mightbe more than I can handle.
Speaker 4: But if you.
Speaker 6: Can use and I'm making a joke, but imagine what
Speaker 6: that will empower in terms of healthcare for us to
Speaker 6: tools that take people from not wanting to deal with
Speaker 6: the message and 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 have
Speaker 1: to 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 3: We actually do that.
Speaker 2: Now, how do we use it to generate test scripts
Speaker 2: so that we can test things faster get it into market.
Speaker 3: And the same thing.
Speaker 2: Does apply, you know in the walls of the retail location.
Speaker 2: Is because it's like how do I make replenishment faster?
Speaker 2: How 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 roll out of the big difference
Speaker 1: between your world and Heathers is Heather You're at one institution.
Speaker 1: How many stores does tract 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.
Speaker 3: Typically. The second thing we do is we work very closely.
Speaker 2: There's a group of stores that are considered, you know,
Speaker 2: like the test stores, but they're they're the team members
Speaker 2: that have more of that that engineering, that tinkering mindset.
Speaker 2: So we've identified roughly one hundred stores and they basically
Speaker 2: we deploy it to them and they test it and
Speaker 2: they give us feedback and then we kind of iterate
Speaker 2: through it and then we start deploying it two larger
Speaker 2: volumes of the store of the change.
Speaker 6: I think we were talking about it earlier, which was
Speaker 6: the role of the CIO really evolving. The work that
Speaker 6: I've done at T Mobile for twenty years with my
Speaker 6: IT teams is very different today than the work that
Speaker 6: we were doing twenty years ago. And I think you all,
Speaker 6: it's fun to hear you talk about your risk takers
Speaker 6: or you want to move fast because of the speed
Speaker 6: of what is happening with data and what is happening
Speaker 6: with the connectivity solutions and what we can do with AI.
Speaker 6: And I think in retail and in healthcare, there's people
Speaker 6: that are willing now to push the limits. So you're
Speaker 6: now a culture leader for your company, whereas before I
Speaker 6: don't know if I thought of my head of IT
Speaker 6: as a culture leader for the company per se. But
Speaker 6: you're changing the way that people work. You're changing what
Speaker 6: they are able to provide for their customers in profound ways,
Speaker 6: and I think that's a really cool part of your jobs.
Speaker 1: How long before an IT person becomes the CEO of
Speaker 1: a traditional bricks and motor company.
Speaker 5: That's my ultimate goal is to be CEO of the
Speaker 5: hospital someday for reals.
Speaker 4: It's a big jump because.
Speaker 5: If you don't position yourself as a partner with the
Speaker 5: strategy and with the business, especially in healthcare, then you
Speaker 5: become the order taker. And my philosophy is I don't
Speaker 5: want my IT teams to be order takers. I want
Speaker 5: 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 5: Is?
Speaker 1: It a hard time convincing?
Speaker 5: And sometimes I will tell you the introduction five of
Speaker 5: a private five G cellular environment, first of it's kind
Speaker 5: in healthcare. I really had to sell that to the
Speaker 5: organization because they're like, well, we have Wi FI And
Speaker 5: they said, then why do you keep calling me and
Speaker 5: telling me that your calls are dropping from the o
Speaker 5: R to the ICU.
Speaker 4: So putting it into.
Speaker 5: To some you know, to articulate not to talk about
Speaker 5: the bits and the bytes, but to talk about what
Speaker 5: problems are we trying to solve and can technology do that?
Speaker 5: And if so, are you willing to do that with me?
Speaker 5: Because I am not an end user in the host.
Speaker 5: I don't I don't use the electronic health record, but
Speaker 5: I have to make sure that it works and sitting
Speaker 5: at the table and having the conversations.
Speaker 4: Because I will tell you when I go to do my.
Speaker 5: Budget every year, I don't know how you how are
Speaker 5: but you know storage and compute and you know, a
Speaker 5: new virtual server somewhere is not as sexy as IVY
Speaker 5: pumps and an MRI machine. So I'm competing with you know,
Speaker 5: the same dollars. And but yet I have to explain
Speaker 5: to my peers, you can't have the cool, sexy stuff
Speaker 5: if the foundation, if the infrastructure isn't there.
Speaker 4: We have to invest in.
Speaker 1: How large is your team your I T team.
Speaker 4: 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 4: 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 4: 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 4: Dentistry. CIOs have to prove the value of it.
Speaker 5: That's our I mean, we have to market it because
Speaker 5: in healthcare and healthcare I t I'm not a revenue
Speaker 5: generating department. I'm not a radiology department, you know, I'm
Speaker 5: not a surgeon surgical department.
Speaker 4: I'm a cost center.
Speaker 5: So I have to show the value, whether that's qualitatively
Speaker 5: or quantitatively, just about every single day.
Speaker 4: 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 question 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 going to go first, give
Speaker 1: you an example of you guys really need play help.
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.
Speaker 1: To So what do you what do you go to?
Speaker 1: Are you a football fan? What are you football?
Speaker 3: Concert? Yeah?
Speaker 1: 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 3: 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 5: So Heather, your choice choice, I'm going to stick with
Speaker 5: how health care. It would just be lovely if if
Speaker 5: a patient that moved either between hospitals, moved between states,
Speaker 5: that we didn't have to fill out the forms again,
Speaker 5: how nice would it be for that?
Speaker 1: Kelly.
Speaker 6: Yeah, I have a dear friend that has cancer, and
Speaker 6: watching her try to figure out how to become an
Speaker 6: expert in the medical field just so that she could
Speaker 6: get the appropriate treatment and coordinating all of the different
Speaker 6: doctors that were required, I think was really tough to watch,
Speaker 6: and I think lots of unfortunately lots of families have gone.
Speaker 4: Through kind of that experience.
Speaker 6: I think one that I do every day, or it
Speaker 6: seems like every day, is I get on an airplane.
Speaker 6: And I think airlines have come a long way to
Speaker 6: make it more digital and more self serve and more connected.
Speaker 6: But I still think there's an awful lot that they
Speaker 6: could benefit from in both your experience and being able
Speaker 6: to focus on the experience of a person that's flying
Speaker 6: all the time and what that experience could look like.
Speaker 6: I think we've all decided we're going to sit like
Speaker 6: we're in a bus and we just take it. But
Speaker 6: I think there's a lot of things they could do
Speaker 6: to make what it's like to try and manage a
Speaker 6: travel schedule through flight and connect with people that you
Speaker 6: 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, drives
Speaker 1: me up the wall. Right. So we have an AI
Speaker 1: system that creates an algorithm what's the fastest way to
Speaker 1: deplane this thing? And it looks and sees where you are,
Speaker 1: how you're sitting. All you to do is punch in
Speaker 1: how many bags you have, where they are, and then
Speaker 1: you sit in your No one move. You sit in
Speaker 1: your chair with your phone, and this is your chair. Malcolm,
Speaker 1: get up now. I swear to God they would make it. Okay,
Speaker 1: here's the other one say I at the same thought.
Speaker 1: I was on it. I was in a vacation my family.
Speaker 1: But some hotel. We go down the to the to
Speaker 1: the restaurant in the morning. Person looks at me and
Speaker 1: they go, what's your name? They type type it in,
Speaker 1: what's your room number? Type it in? What's your telephone number?
Speaker 1: Type it in, and then they stare at the screen
Speaker 1: for what looks like forty five seconds. The email place
Speaker 1: is half empty, and then they print out a piece
Speaker 1: of paper and take it and put it on my
Speaker 1: It's like, is this nineteen eighty five? Like, what is
Speaker 1: going on here? Why can't the person all I want
Speaker 1: to your point about healthcare? Maybe this is way way
Speaker 1: lower stakes, but I just want someone to look me
Speaker 1: in the eye and say, welcome to the restaurant. That's
Speaker 1: all I want. Yeah, yeah, like this is I feel like,
Speaker 1: will you give me yourself at the end of this
Speaker 1: so I can just call you next time I had
Speaker 1: this experience, I just hand the phone them I have
Speaker 1: someone to talk to.
Speaker 4: Yes, Malcolm, 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 Apph Haffrey, Editing by Sarah Knicks,
Speaker 1: mastering by Jake Gorsky. Our executive producer is Jacob Smith.
Speaker 1: I'm Malcolm Glama.