PODCAST · business
????????? ???? 2012
by Seth Adler
B2BiQ features personal conversations about the business disciplines of Process Excellence, Shared Services, Customer Experience and Customer Management.
Episodes
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SSON: Beju Shah, Bank of England
"Get your data right, get it clean, get it well defined such that people can report against it and have it clearly identified." - Beju Shah
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AIIA: Matt Gusteitus, Eli Lilly
"I think the key thing is really helping people understand that you've gotta get on the path and get moving. Because if you're worried about something or you're afraid of taking risk, I think that's gonna really hurt you in the long run." - Matta Gusteitus
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CX: The Mayor of Vilnius
"If you want to get talented people, you have to invest here. " - Remigijus Šimašius, Mayor of Vilnius
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PEX: Sinead Devine, Roxanna Lungu, Lauren Radcliffe
"We develop it together, me and the machine. I provide inputs. I see what's coming out. Either I update my initial beliefs or I update how I programmed it. " - Roxanna Lungu
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SSON: Justin Reilly
"If you don't understand why diversity is important, and you're doing it because you were told it's important, you're already losing." -Justin Reilly
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AIIA: Remigijus Šimašius, Mayor of Vilnius
"It's very clear that Vilnius is the right spot if you are looking for a good location, not just for shared service centers, but for competent centers because it has well educated people." - Remigijus Šimašius, Mayor of Vilnius
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PEX: John Barraclough, P&G
"The play that you see from a lot of the people here and a lot of what we're trying to achieve is we're chasing what's possible versus what's needed." - John Barraclough
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CX: Einar Michaelson, Santander
"Welcome to the journey. You're never going to finish with your RPA program. I think it will just keep evolving. " - Einar Michaelson
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SSON: Chris Gilmore
"We are actually able to predict the right recovery mechanism. Not just predict who can go delinquent. That we have done with a couple of banks. One in the United States and the other one in India as well. That becomes a huge power of AI." - Chris Gilmore
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AIIA: Justin Reilly
Justin Reilly joins us and shares insight into decision making for companies large and small: when you're starting companies you have the problem of, I don't have enough money to do this, so I need to focus on the most valuable, most tangible problem that I can solve with the talent that I can…
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CCW: Chris Gilmore
"Sometimes, it's a worthwhile thing for customers to understand what is happening in industries adjacent to them, not just in the similar industries." - Chris Gilmore
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PEX: Chris Gilmore
"We are still helping the clients help in their digital journeys, but what we are doing here is looking forward, creating IP which we believe might help the clients in the future." - Chris Gilmore
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SSON: Sebastian Zeiss, Deutche Telekom
"We run something called Expert Career Digitization, and that's something we really started develop people from operational departments to become digitization expert. They could become RPA programmers or analysts, or AI experts, and that gives them the perspective. So that's good, and of course…
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AIIA: Einar Michaelson, Santander
Einar Michaelson joins us and shares insight to the initial limitations of implementing RPA: "You should have good control of your processes and systems, the user interfaces, if you know that are they changing or they're not changing. Are they changing every other week or every three months…
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CX: Sai Gridhar Ramasamy
"A bank should have the freedom to delve into the technology realm. It shouldn't shut itself down from actually getting into technology at all, because it's going to be left behind, but then it's always going to be banking that is its core principle. Innovation is something that we always aim…
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PEX: Deepak Subbarao, Zurich Insurance Co.
"When I see say that a solution applies to most of our customers, I do not necessarily mean a successful solution that can be rolled out. I think that is key lesson because I think what we have learnted is the whole customer journey and I'm having these different types of customers we cater to is...
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SSON: Moh Al Gadban, Adidas
"Every day there are new things. And we are in a time where you're going through digital transformation, and digital transformation is a never-ending journey." - Moh Al Gadban
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AIIA: Meltem Ballan, GM
"Today, we have 150,000 people, and out of that, we have couple hundred data scientists. We want to share the same platform. We want to share the same data. We want to have same results. Therefore, we want to have a common platform." - Meltem Ballan
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CCW: Kate Levchuk
"The more experiences you get in your life and the more you move around and there are many challenges ahead, you just become less naïve." - Kate Levchuk
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PEX: Anil Bhavanani, Phizer
"There's a designated time for something to happen. And that's what the Hindu philosophy talks about. They say karma, if you have good deeds, things will happen at the right time for you so you don't need to rush. Wait, and when the time is right, it will happen." - Anil Bhavanani
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SSON: Will Swanson
"I think there's a big new revolution in the industry where people are going to a sad face, a neutral face and a happy face, really oversimplifying , and I think there's some merit to that." - Will Swanson
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AIIA: Sai Gridhar Ramasamy
Sai Gridhar Ramasamy joins us and shares his unique approach to implementing AI: "We don't go to our traditional IT and get any results out of them or try and get results out of them, but then we have our own machine learning team, which we call the machine intelligence program, under which we…
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CX: James Potter, UK Cabinet Office
James Potter joins us and shares how implementing robotics influences the customer experience: "We wanted to do something which got those first few robots built in each department. Fund some ideas on the ground across the 29 Ministry of Departments that could lead to automations. They might not…
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CX: James Potter, UK Cabinet Office
James Potter joins us and shares how implementing robotics influences the customer experience: "We wanted to do something which got those first few robots built in each department. Fund some ideas on the ground across the 29 Ministry of Departments that could lead to automations. They might not…
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PEX: Sebastian Zeiss, Deutche Telekom
"I approach it more holistic, and before we start building a bot we really think it through. Having a different title and different name for the department, actually gives people a different feeling." - Sebastian Zeiss
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SSON: Matt Gusteitus, Eli Lilly
"No one believes you. Everything goes according to plan. Forecasts are always hit on the nose." - Matt Gusteitus
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AIIA: Kate Levchuk
"I don't think any sane company does the whole implementation of RPA by just disregarding hundreds of thousands of people, it's just not going to work." - Kate Levchuk
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CX: Anders Emil Balk, Danske Bank
"I want to help the business automate. I want to be a different offering than the traditional IT development." - Ander Emil Balk
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PEX: Rosita Vasilkeviciute, Danske Bank
"We always look at how open the person is. How dedicated, why he or she is joining our organization. What is actually his or her expectations from us as organization or leaders? So a lot of aspects to be considered, but very much that it would fit our cultural environment." - Rosita Vasilkeviciute
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SSON: Herman Brown, City of San Francisco
"If you're not leveraging the knowledge and experience of IT then you're asking for your business to go out of business." - Herman Brown
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AIIA: James Potter, UK Cabinet Office
"The key is preparation. It's groundwork. It's doing all the stuff that we can do now to allow us to be flexible in the future." - James Potter
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CX: Jamie Campbell, Bud
We understand what people are asking for in terms of the insights come from consumers and customers. We understand what the businesses that we are working with, we understand their business, challenges and their needs." - Jamie Campbell
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PEX: Kamila Grembowicz, Adidas
"We need to bring all these processes in one physical location, work on a more standard way of doing things, the commission of a few applications, local solutions; and then we can really have a benefit from things like machine learning." - Kamila Grembowicz
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SSON: Remigijus Šimašius, Mayor of Vilnius
"We speak about education on what to do, how to do it responsibility, braveness, creativity, these are the most essential values, characteristics of which we want to encourage." - Remigijus Šimašius, Mayor of Vilnius
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AIIA: Anders Emil Balk-Møller, Danske Bank
"What we want to enable is the entire business across all units, all levels. That will really help address the cultural issue of making the employee journey an important factor for us." - Anders Emil Balk-Møller
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PEX: Bob Kurpershoek, NBC Universal
"I really recommend everybody to partner with IT, they have a lot of knowledge. You have a lot of good folks that understand exactly what the latest technology is and they will give you another way of looking at things as well." -Bob Kurpershoek
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CX: Beju Shah, Bank of England
"There will always be a demand for, “Give me the form of what you did last year just to make sure we're all right.” And there's going to be that full data spectrum, the full set of data shaped in between." - Beju Shah
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SSON: Derek Reisinger, Cedars Sinai
"We've got to be current. We've got to be relevant. We've got to be out there and existing in that space." - Derek Reisinger
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AIIA: Jon Therekauf & Lee Coulter
"We've now hit a human limit, not a limit that we have some control over." - Lee Coulter
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PEX: Delphine Bernard, Uber
Delphine Bernard joins us and shares how implementing AI properly creates more efficient processes: "I think the mindset is really first the developing bots and how can we get into a solution that is also completely democratized and easy to use for any team to be able to put that on top of their...
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CX: London Panel
"We have a ways to go both in technology and workforce management and training to get to a place where it feels so deeply human and so deeply seamless to the person on the other end. " Justin Reilly
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SSON: Don Fertman
If we can evolve into a true service culture, we have to do that on an ongoing basis, and we have to continue that evolution - Don Fertman
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AIIA: Delphine Bernard, AIIA
"I think the mindset is really the first the developing bots and how can we get into a solution that is also easy to use for any team to be able to put that on top of their old system and have the assessment and the output. then people can focus on that more added value." - Delphine Bernard, Uber
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CX: Ali Bouhouch, Sephora USA
You can't blame the business for the window shot away to something that's actually prevalent. The reason is some of the business unit leaders that actually more pioneers than the classical IT. So in a sense it's, IT catching up with business the other way around." Ali Bouhouch, Sephora USA
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PEX: Fernando Marossero, Tenaris
"It's important to know that you are driving the organization within a new set of paradigms. This will be affect everybody within the organization." Fernando Marossero, Tenaris
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SSON: Daiva Glebiene & Pavel Pap, Outokumu
Don't wait for the challenges to hit you. Start implementing. - Pavel Pap, Outokumu
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AIIA: Jaime Bolivar, Office Gear Investments
"The machine should try to answer the next customer. It's going to be a continuous process, it is going to take some time, because there are a lot of possibilities and you have to fine tune the solution continuously. " - Jaime Bolivar
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CX: Mia Jalava, Telia Finland
"Make sure that everybody understands what you're doing, because that's the most difficult in artificial intelligence. Because you don't know what you're doing. In most cases, you might have a use case, but you don't know how to solve it in a correct manner because you don't know all the…
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PEX: Jon Therekauf & Lee Coulter
"The ethics question is not whether you should automate, the question should be posed as to, you're going to automate, do you know how to do it?" - Jon Therekauf
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SSON: Ralph Kesrouani, Azada
"No matter who you are and no matter what you do, whether it's moving everything to GBS or automating, each employee is going to have to reinvent who they are and what they do for a living." - Ralph Kesrouani
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How many episodes does ????????? ???? 2012 have?
????????? ???? 2012 currently has 331 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is ????????? ???? 2012 about?
B2BiQ features personal conversations about the business disciplines of Process Excellence, Shared Services, Customer Experience and Customer Management.
How often does ????????? ???? 2012 release new episodes?
????????? ???? 2012 publishes regularly with 331 episodes available. Check the episode list for the typical release schedule.
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????????? ???? 2012 is created and hosted by Seth Adler.
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