B2BiQ features personal conversations about the business disciplines of Process Excellence, Shared Services, Customer Experience and Customer Management.


  • CX: David Campos, SertaSimmons

    CX: David Campos, SertaSimmons

    01/04/2020 Duração: 38min
  • AIIA: AI BFSI Panel

    AIIA: AI BFSI Panel

    27/03/2020 Duração: 31min
  • CX: Fred Reichheld (Employee Engagement)

    CX: Fred Reichheld (Employee Engagement)

    24/03/2020 Duração: 09min

    Fred Reichheld joins us again, this time to discuss employee engagement. The business benefit to ensuring a positive employee experience is because that translates to a positive customer experience. As Fred discussed last time, a good customer experience means an increase in profit. However, Fred is careful to clearly define what make a good employee experience. Is it lots of vacation time, the ability to shirk difficult customers, and taking on only the best shifts? Of course not, as this would lead to a bad customer experience. Fred instead focuses on “helping your employees lead great lives of meaningful service.” Technology is used as a tool to automate unfulfilling tasks that humans used to be responsible for. In turn, human talent is freed up to inform, innovate, and provide meaningful change to the customer experience. Finally, Fred makes suggestions on to achieve such a lofty goal. Ultimately, Fred says, “I think what inspires people to do their best is when they feel like they are being listened to,

  • PEX: Kristen Workman, Schneider Electric

    PEX: Kristen Workman, Schneider Electric

    24/03/2020 Duração: 22min
  • AIIA: Max Just/Julie Seitz (Future of Work)

    AIIA: Max Just/Julie Seitz (Future of Work)

    20/03/2020 Duração: 12min

    Max Just is accompanied by a special guest on this episode of Future of Work. Julie Seitz is an expert on all things workspace, which makes her the perfect partner for the topic of—you guessed it—the future of workspaces. While she notes that an enterprise can’t necessarily futureproof themselves in this regard, she encourages them to get out of their insular spaces for the sake of spotting trends in how people are working in universities, airports, etc. Flexibility and simplicity in a workspace make more practical investments than technological ones that will become outdated. Julie also reflects on the evolution of the public school classroom and how examining that process helps illustrate how different generations work differently. Max jumps in with the ah-hah moments he had while working with Julie, including the importance of providing collaborative workspaces for collaborative work. Ultimately, Max and Julie agree: workspaces matter.

  • CX: Fred Reichheld (Customer Centricity)

    CX: Fred Reichheld (Customer Centricity)

    18/03/2020 Duração: 12min

    Fred Reichheld, the creator of the Net Promoter System (NPS), joins us to discuss the task of building a customer-centric culture. Companies that do the best at enriching the lives of their customers are growing two-and-a-half times faster than their competition. Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change. Shareholders must get on board with the new nature of business. The Net Promoter Score is successful because it provides data that proves the effectiveness of customer-centricity to the bottom line. It is a modern-day metric that replaces the ones that no longer serve today’s landscape. Fred offers both suggestions and examples on how to successfully pivot to a customer-centric business model during this insightful conversation.

  • PEX: Gary Pilacinski, LA Care Health Plan

    PEX: Gary Pilacinski, LA Care Health Plan

    16/03/2020 Duração: 21min

    Gary Pilacinski, director of business process improvement engineering with LA Care Health Plan, discusses the importance of cultural transformational change. From start-ups to legacy organizations, Gary stresses how critical culture is for the success of an enterprise. One common stumbling block to a successful culture change is a lack of buy-in from the C-suite. Conversely, if upper management sees a need for change but doesn’t effectively implement it, employees who have been with the organization for years—or decades, even—may get stuck in their ways. If that is the case, empowering frontline staff is key. Gary discusses ways to do just that. He also elaborates on how he is working to implement Lean and PI within his organization and how healthcare at large can approach the same issues. Hint: training the trainers is key. Change is uncomfortable. But with transparency, engagement, and most important, keeping the interests of the patient front and center, Gary believes Lean culture transformations are not o

  • AIIA: Roland Haefs, Henkel

    AIIA: Roland Haefs, Henkel

    13/03/2020 Duração: 23min

    Roland Haefs, with Henkel, discusses enterprise evolution and the shift from having purely transactional relationships to becoming a true business solutions provider. It takes strong leadership and an entrepreneurial spirit to pull off such a transformation, which Roland details. In order to demonstrate his point, Roland lays out Henkel’s approach to the shared services process of master data management. Next, the conversation turns to RPA and AI more specifically, including its role in shared services and how to make sure it is being deployed effectively. Further, Roland discusses Henkel’s four business priorities: fund growth, drive growth, excel at digitalization, and increase agility.

  • CX: Deena John, McDonalds

    CX: Deena John, McDonalds

    11/03/2020 Duração: 21min

    McDonald’s senior director of innovation, Deena John, joins us to talk about digital transformation. While definitions vary, Deena describes digital transformation as “transforming through integration of technology” with the goal of generating maximum value for the customer. End-to-end disruption means looking into the future and creating a transformation road map that leads to a new operating model. Deena discusses the differences and similarities between agile and lean, and the iterative process that makes scaling sustainable. Deena frames her key points with specific examples. Next, she asks and answers the question, “In an innovation culture what’s the importance of failing fast?” Ultimately, this insightful conversation with Deena focuses on the future of the enterprise and what needs to happen now to ensure corporations can keep up with the ever-changing landscape that technology brings to business.

  • PEX: Karen Tilstra, Florida Hospital

    PEX: Karen Tilstra, Florida Hospital

    10/03/2020 Duração: 30min

    Karen Tilstra is the co-founder of the Florida Hospital Innovation Lab. In this conversation, Karen emphasizes the intent of the Innovation Lab, which, not surprisingly, is innovation. However, the process to innovation is often overlooked. Karen describes it as a “multifaceted journey of learning, of discovery, of openness.” In other words, innovation isn’t instantaneous, nor does it happen in a silo. When a brand thinks they know what’s best for their customers—instead of interacting with those customers—it’s often the beginning of the end. Karen details Sears’ downward spiral as an example. Next, Karen questions the value of the typical enterprise growth mentality. Is “grow or die” a myth or a reality? True, meaningful innovation involves the application of certain soft skills that aren’t immediately apparent. Karen drives their importance home in this insightful, outside-of-the-box conversation.

  • SSON: Gerald Lackey, GAF

    SSON: Gerald Lackey, GAF

    09/03/2020 Duração: 17min

    Gerald Lackey, VP of Business Optimization and Agility at GAF, discusses their 18-month journey into their current transformation. Gerald is no stranger to enterprise transformations, having participated in a few himself, but he outlines a few unique strategies GAF is taking. For example, GAF is especially focused on business outcomes for their customers. That means that instead of creating a solution and selling it to customers, they are learning about the needs of their customers and creating solutions that fit those needs. Gerald describes this new strategy as a combination between the traditional top-down method and a social movement that involves everybody. Tapping into the entire workflow through internal social media is one strategy GAF employs to create a culture of customer centricity, inclusivity, and change. Gerald dives deep on other unique transformation strategies that meet people—internally and externally—where they are, instead of attempting to force change. Corporate stumbling blocks are more

  • AIIA: Dimitri Popov, Mann + Hummel

    AIIA: Dimitri Popov, Mann + Hummel

    06/03/2020 Duração: 31min

    Dmitri Popov, global service management lead for Mann + Hummel Group, joins us today to discuss scaling RPA. Dmitri himself admits that such a process is painful, in part because of the few successful enterprise examples for which to model after. Dmitri points to IBM as a company who has done it well. Next, Dmitri discusses how to leverage shared services in the most efficient way, exemplifying R&D and certain purchasing aspects. One of the most difficult components of implementing RPA across the workflow is acceptance and adherence. Dmitri doesn’t mince words when it comes to what it takes in a person—not just an enterprise—to accept change, no matter how positive that change may ultimately be.

  • CX: Todd Gilliam, Comcast

    CX: Todd Gilliam, Comcast

    04/03/2020 Duração: 16min

    Todd Gillam joined Comcast a decade ago—when the word “Comcast” was met with severe negativity. During the first part of our conversation with Todd, he laments over those dark days and discusses the progress they made the first five years after he was hired. They cleaned up their image by addressing common complaints such as hold times and technician effectiveness. Stage two involved systematically identifying and fixing a broader range of customer pain points by utilizing NPS surveys. By combining the operation end of things with the product, Comcast is offering a single digital interface solution across its offerings. Todd gives a few clever examples of what this entails. Finally, Todd asks and answers three important questions: How does Comcast build something and make it useful to the customer? How do you make that work with the rest of the company? And finally, how does Comcast achieve a higher state of existence with respect to customer experiences that feel like a seamless part of the product?

  • PEX: Peter Van Den Heuval, Shell

    PEX: Peter Van Den Heuval, Shell

    03/03/2020 Duração: 16min

    Peter Van Den Heuval, product manager with Shell, is better known internally as Peter PI. In this conversation, he explains the origin story of his nickname, a nod to Shell’s use of OSIsoft’s PI System data infrastructure. Shell has been ahead of the data game since 1996, as they understood the long-term implications of real-time data and looked for a platform to store and analyze that data. PI fit the bill. Now, as technology and processing power has bumped data into the next frontier, Shell applies advanced analytics to the massive amount of data they’ve collected. Peter shares examples of complicated calculations they benefit from due to big data and real-time process analytics. Next, Peter explains how Shell plans to implement IoT in order to collect meaningful data for predictive analytics that leads to actionable change. Peter also explores the soft skills involved in staying passionate about data and its power. He enables Shell’s workflow the ability to take action on data by simplifying the data proce

  • SSON: Tomorrow Today Ep. 4

    SSON: Tomorrow Today Ep. 4

    02/03/2020 Duração: 10min

    On this episode of “Tomorrow Today,” Barbara Hodge discusses the power of continuous education. With the turn of the decade, Barbara decided to make some changes to her own learning path. She is fully open to, and expects, new insights from her new experience to spill over into the way she works. On an enterprise level, global corporations also expect talent to continuously peruse new avenues of education. Today’s ever-evolving landscape requires it. Next, Barbara discusses avalanches—both literal and metaphorical—and what they teach us about decision making and risk taking. Ultimately, Barbara’s point is this: if we’re open to new ideas from anywhere and everywhere and tie those ideas back to what we’re doing in our day-to-day, we benefit. Driving the conversation back to AI and technology, the lesson of the day is this: Diversity of thought prevents common pitfalls such as bias and instability.

  • AIIA: Deepak Subbarao (Unstructured Data)

    AIIA: Deepak Subbarao (Unstructured Data)

    28/02/2020 Duração: 09min

    Deepak Subbaru joins us again, this time, to discuss unstructured data.  The recent explosion in technology inputs has raised the bar for customer expectations. They want more, and they want it now. Requests are coming via phone calls, social media, emails, etc. The product of this feedback is unstructured data. Deepak goes in depth on three actionable steps to take in order to leverage the power of unstructured data: know your data, know the sources of your data, and prepare your data. Next, Deepak discusses the importance of defining outcomes for your data, as opposed to cramming data into an algorithm and receiving an output that has no use case. As Deepak reiterates throughout the conversation, context is key.

  • CX: Uzair Rashid, CVS Healthcare

    CX: Uzair Rashid, CVS Healthcare

    26/02/2020 Duração: 22min

    Uzair Rashid, with CVS Healthcare, explains the importance of structuring innovation. Uzair brings a unique perspective to CVS, a Fortune 10 healthcare innovations company, because prior to CVS, he spent many years as a consultant. He understands how to level set and create meaningful change in legacy companies. When it comes to healthcare disruption, Uzair puts it this way: “Innovation at the speed of regulation.” Uzair’s goal is to seek out key technology enablers that create new patient experiences, drive down cost, and take the challenge of resource contention out of the game. By leveraging technology in conjunction with traditional medical resources, the healthcare system can clean up the funnel of patients who are better served with these new innovations. First, as the patient must take priority, it is imperative we understand the narrative of what they want. Then, we can power that with data and connected devices. The more proactive and preventative healthcare becomes, the healthier people become, the

  • PEX: Steven Remsen, Intel

    PEX: Steven Remsen, Intel

    25/02/2020 Duração: 22min

    Intel’s Steven Remsen made the cross-country trip from Portland, OR to Orlando for OPEX Week. We caught up with him to discuss process mining. Steven starts out with a quick history of a few special algorithms before noting the strengths of traditional mapping methods. As a practitioner, he understands the three basic steps of process mining from the academic space: discovery, conformance, and enhancement. Steve’s science background sets him apart from some other data scientists who see the black boxes of AI as collateral. Steven looks under the hood. After all, he notes, finding an AI solution to a business problem isn’t enough—it must be the correct solution. Next, Stephen shares a multi-million-dollar solution to a bottleneck in Intel’s fabrication process that was achieved through a quick and easy process mining activity. Next, Steven drives home the backbone of any successful AI implementation: people. In order to process mine in a holistic way, as Steven says, “It’s always people, process, technology.”

  • SSON: Reka Mishra, SVB

    SSON: Reka Mishra, SVB

    24/02/2020 Duração: 23min

    Reka Mishra is the managing director of the transformation office for the SVB Financial Group. She lays out the basics of mergers and acquisitions before diving in on operational excellence. For M&A, it is imperative to have a target operating model in place. That model must consist of four key elements: people, process, technology, and data. Change management, communication, and HR must also be involved from the onset in order to best address the concerns of the employees. When M&A happens for the sake of digital transformation, it is especially critical that the enterprise is sensitive to the human element. Reka explains how to strike the right balance in order to make the transition as smooth as possible. Mergers and acquisitions aren’t a one-and-done, and they must lead from the top. As Reka says, “It's absolutely critical to get all the executives aligned and in agreement because then you can have a very clear path forward, and then you know you're meeting everybody's expectation. And also it's h

  • AIIA: Heather King

    AIIA: Heather King

    21/02/2020 Duração: 17min

    Heather King is the managing director for both the Shared Services & Outsourcing Network and the Intelligent Automation Division for the Americas. She oversees a team that puts on the dynamic events of relevant content for the industries of the same name. Having been in her role for the past seven years, Heather gives a brief timeline of the creation and growth of the IA series that was born out of SSON. The term RPA first presented itself in 2014 during a panel session and kept cropping up until Heather’s team decided to give it its own plenary session. It was just a matter of time before it became clear that automation needed its own home outside of SSON, and IA was born. Next, Heather goes into detail about the other conferences her team puts on each year, including the largest shared services event in the world, Shared Services & Outsourcing Week. Her passion for the importance of conferences—and the act of conferencing—is as clear as it is contagious.

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