B2BiQ

B2BiQ

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Personal Conversations About Business


AIIA: Vartul Mittal
Sep 13 • 27 min
In this episode, Vartul Mittal discusses his RP agenda across industries and geographies. He also shares with us his favorite third-party software and other tips and tricks to convert big data into something usable.
CX: Steve Kato-Spyrou, John Lewis
Sep 11 • 24 min
Steve Kato-Spyrou is the UX manager at John Lewis. He joins us at the Omnichannel Forum to discuss organizational change. Today’s consumer involves so many touchpoints it takes a corporation a collaborative way of thinking to reach them in an…
PEX: Edda Blumenstein
Sep 10 • 29 min
Edda Blumenstein is a Ph.D. researcher at Leeds University. In this episode, she discusses her efforts to “…identify how honest retailers are supposed to survive in this dynamic environment that is constantly changing at a speed never seen before….
SSON: Deepak Subbarao, Zurich Insurance
Sep 9 • 12 min
Deepak Subarao joins us and shares the value of working smart and not hard: “If it doesn’t add value to the business and if you don’t get paid more, really there’s no value by working more. So how can you get the same job done in eight hours, is it…
AIIA: Deepak Subbarao, Zurich Insurance
Sep 6 • 12 min
CX: Edda Blumenstein
Sep 4 • 29 min
Edda Blumenstein is a Ph.D. researcher at Leeds University. In this episode, she discusses her efforts to “…identify how honest retailers are supposed to survive in this dynamic environment that is constantly changing at a speed never seen before….
PEX: Anil Bhavnani, Pfizer
Sep 3 • 32 min
Pfizer’s Anil Bhavnani discusses the future benefits of digital transformation and intelligent automation. Within the medical and pharmaceutical industry, there are a lot of moving parts and little room for error. Technology and automation is saving…
SSON: Edda Blumenstein
Sep 2 • 29 min
Edda Blumenstein is a Ph.D. researcher at Leeds University. In this episode, she discusses her efforts to “…identify how honest retailers are supposed to survive in this dynamic environment that is constantly changing at a speed never seen before….
AIIA: Anil Bhavnani, Pfizer
Aug 30 • 31 min
On transformation, Pfizer’s Anil Bhavanani, “digital is different in a way that you’re focusing more on how you can leverage technology. And it is the same in a way that ultimately you have to focus on the process. So even when you are doing…
CX: Omnichannel Forum Panel
Aug 28 • 44 min
In this podcast special, Seth leads an Omnichannel Forum Panel discussion touching on topics such as CX, IoT, GDPR, subscription services, and the future of business. One thing the panelists agree on is the importance of building a customer-centric…
PEX: Maria Salvatore
Aug 27 • 32 min
Maria Salvatore, Director of Finance Operations at BMI Group, discusses her journey with RPA from both the individual and corporate lens. Salvatore touches on her personal experience with RPA implementation, including the pain points, pilot, and…
SON: Anil Bhavnani, Pfizer
Aug 26 • 32 min
Pfizer’s Anil Bhavnani discusses the future benefits of digital transformation and intelligent automation. Within the medical and pharmaceutical industry, there are a lot of moving parts and little room for error. Technology and automation is saving…
AIIA: Pelle Braengaard, uPort
Aug 23 • 24 min
Pelle Braengaard is the CTO at uPort, which is working on the world’s first self-sovereign identity platform. It is commonly accepted that controlling our own identity—including data—is good for us as individuals, but is it also good for…
CX: Chanice Henry, CX Network
Aug 21 • 33 min
Chanice Henry has been in the B2B news world for over six years. Currently, she is the CX Network editor. We asked her what is keeping CX professionals up at night, and Henry touches on financial return, and building a customer-centric—not…
PEX: Ian Hawkins, PEX Network
Aug 20 • 29 min
SSON: Syazana Lim, SSON Analytics
Aug 19 • 28 min
Syazana Lim is the lead research analyst at SSON Analytics. Lim stresses the importance of benchmarking and includes real-life examples of big brands that have benefitted from it and how. She goes on to discuss why talent acquisition should…
SSON: Clara Durodie
Aug 5 • 40 min
Clara Durodié, AI technology strategist, discusses major technological trends taking place within the corporate landscape. Durodié was able to spot the importance of AI when the technology was bleeding edge, way back in 2011, thanks in part to her…
SSON: Chris Gunning, Apollo Tyres
Jul 29 • 32 min
In this episode, Chris Gunning discusses his personal history with shared services as well as its evolution over the nearly 20 years he’s been in the industry. “We’re now seen as a strategic asset for the business; an enabler to help drive value…
SSON: Alexander Theilmann, Siemens
Jul 22 • 26 min
Siemens’ Alexander Thielmann discusses the Fourth Industrial Revolution and its effect on the corporate landscape. The transformation Siemens has embarked on, aptly named Vision 2020 Plus, is a cultural one as much as it is a technology one. With a…
SSON: Caroline Basyn, Mondolez
Jul 15 • 41 min
Caroline Basyn, Global CIO and GBS Officer at Mondel─ôz International, discusses the importance of setting a solid foundation before planning and executing a digital transformation. With an influx of data comes new problems to be solved. Instilling a…
AIIA: Fernando Nunes, MAN
Jul 12 • 23 min
Fernando Nunes, senior process automation architect at Man Energy solutions, discusses his unique approach to IT and business. By leveraging RPA, AI, and BPA tools, Nunes works to empower the business line and decrease IT bottlenecks through process…
SSON: Andrew Parris, CRH plc
Jul 8 • 36 min
AIIA: Manik Patil Pt. II
Jul 5 • 32 min
In the second part of our discussion with Manik Patil, we pick back up on the discussion of enhancing the risk adjusted return on investment for an intelligent automation portfolio. Patil defines and details his “blitz scaling” tenants: having an…
AIIA: Manik Patil Pt. I
Jun 28 • 24 min
Manik Patil joins us and shares the theory behind Technology Business Management: ” The connection of your financial data all the way up to your initiative data allows you to manage your portfolio really well. So think of it as a management mechanism…
PEX: Deborah Kops
Jun 25 • 24 min
Deborah kops joins us and shares her views on GBS: “It’s a dynamic business model. It is not one rigid business model. To be very honest, to some extent we’ve promulgated that through the consultancy class in this industry, some of those guys are some…
SSON: Manny Korakis
Jun 24 • 25 min
Manny Korakis joins us and shares the importance of potentially applying different strategies to different companies: “I’ve learned over the course of this journey that every company is in a different spot in their own journey, and I have to react to…
AIIA: Manish Jain, RBC
Jun 21 • 26 min
Manish Jain joins us and shares information on RBCs new Silent Listener Chat Bot: “We are building a silent listener chat bot, which will listen to the conversation when an agent and a client are having those discussions. While those discussions are…
SSON: Deborah Kops
Jun 17 • 24 min
Deborah kops joins us and shares her views on GBS: “It’s a dynamic business model. It is not one rigid business model. To be very honest, to some extent we’ve promulgated that through the consultancy class in this industry, some of those guys are some…
AIIA: Ravi Rao
Jun 14 • 30 min
“if we really want to help organizations advance, if we want to do things like process excellence, we can’t get there without emotional excellence. That’s the stripping point.” - Ravi Rao
SSON: Rob Phillips, Canadian Tire
Jun 10 • 24 min
Rob Phillips joins us and shares how venturing into the unknown is crucial to problem solving: “I think there’s an overall bias that people have towards the unknown, right? They worry and they discount or they … There’s a risk factor of the unknown….
SSON: Graham Russell, WPP
Jun 3 • 19 min
Graham Russell joins us and shares the importance of understanding and implementing Data: “For those of us who have implemented ERPs for 20 years and more, data was usually the number one issue in doing that because as you move from one system to…
AIIA: Xavier Rodriguez, Technicolor
May 31 • 24 min
Xavier Rodriguez joins us and shares the importance of good leadership: “sometimes, you’re not the best one on the technical side, but if you are a good leader, you will manage your team.”
SSON: Cindy Gallagher
May 27 • 24 min
Cindy Gallagher joins us and shares the importance of building personal time into your schedule: “I have surrounded myself with the right people who know how to handle situations. Not only that, but I set myself up properly as well before I went away,…
AIIA: Cindy Gallagher
May 24 • 23 min
Cindy Gallagher joins us and shares the importance of building personal time into your schedule: “I have surrounded myself with the right people who know how to handle situations. Not only that, but I set myself up properly as well before I went away,…
CX: Mohamed Saleh, Connie Flores, Hartford Healthcare
May 22 • 34 min
“What I’ve learned in my role is to be a coach and ask a lot of open ended questions. And then the other individual comes in with their own solutions that work for them.” - Connie Flores
PEX: Tony Saldanha
May 21 • 26 min
“Try and reorient yourself to run like a business. Because that’s what businesses do.” - Tony Saldanha
SSON: Xavier Rodrigues, Technicolor
May 20 • 24 min
Xavier Rodriguez joins us and shares the importance of good leadership: “sometimes, you’re not the best one on the technical side, but if you are a good leader, you will manage your team.”
AIIA: Lee Coulter, IEEE
May 17 • 42 min
“It’s not a thing you do, it’s a way you do what you do.” - Lee Coulter
AIIA: Tony Saldanha
May 10 • 25 min
“Try and reorient yourself to run like a business. Because that’s what businesses do.” - Tony Saldanha
PEX: Nadia de Villa, Manulife
May 7 • 26 min
“A lot of folks are raising their hands. Our challenge within is, we actually have to keep up in the up-scaling effort, truly understand what the change means and define what are the appropriate training components.” - Nadia de Villa
SSON: Lee Coulter, IEEE
May 6 • 43 min
“It’s not a thing you do, it’s a way you do what you do.” - Lee Coulter
CX: Panel Discussion
May 1 • 32 min
“Consider what we need to solve and then consider what is the data that we need.” - Tula Heikenan
PEX: Steven Jo, Silicon Valley Bank
Apr 30 • 38 min
“When we talked about transformation, we really looked at what are the core processes that will enable future growth.” - Steven Jo
SSON: Viral Chhaya, GM
Apr 29 • 23 min
“What you’re looking for is the benefit of hindsight and of vicarious learning from others’ experience is that you can effectively leapfrog a few steps.” - Viral Chhaya
AIIA: Steven Jo, Silicon Valley Bank
Apr 26 • 37 min
“We’re growing year over year, so it’s not like we’re looking to identify populations to exit from our organization. We want them to do meaningful work. We want them to be focused on the client needs, doing problem solving.” - Steven Jo
CCW: Reimagining Workforce Management
Apr 25 • 22 min
As customer demands change, so too do expectations for contact center employees. Workforce management is consequently taking on renewed importance, and Thomas Kim of CIBC shares best practices in this exclusive interview.
CX: Tula Heikenan, Telia
Apr 24 • 22 min
“You always have different angles to consider, but gradually data is getting a bigger role in the decision making. If you would say that you would make big decisions based on just some big data outcome, it’s not that easy.You have to consider…
PEX: Ravi Rao
Apr 23 • 31 min
“if we really want to help organizations advance, if we want to do things like process excellence, we can’t get there without emotional excellence. That’s the stripping point.” - Ravi Rao
SSON: Nadia de Villa, Manulife
Apr 22 • 26 min
“It’s truly how we interact with our customers through any digital channel that they want to interact with us with. Plus, how do we eliminate all manual roadblocks in that interaction, and also eliminate and accelerate how we deliver on the service.”…
CX: Maria Marino, Windstream
Apr 17 • 18 min
” It’s fun to see an open source, passionate group of people go after an idea. To kind of try and bring it back to its roots, and make it an extremely useful application that solves business problems, at the same time, creates new markets. I think it…
PEX: Andrew Moore
Apr 16 • 30 min
“There’s a new distinctly different, ever changing, highly complex as business as usual for the CEO and it’s based on constancy of change and necessity of innovation. So the job’s never done” - Andrew Moore
SSON: Steven Jo, Silicon Valley Bank
Apr 15 • 38 min
“when we talked about transformation, we really looked at what are the core processes that will enable future growth.” - Steven Jo
AIIA: Nadia de Villa, Manulife
Apr 12 • 25 min
“A lot of folks are raising their hands. Our challenge within is, we actually have to keep up in the up-scaling effort, truly understand what the change means and define what are the appropriate training components.” - Nadia de Villa
CX: Beju Shah, Bank of England
Apr 10 • 29 min
“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
PEX: Mohamed Saleh, Connie Flores, Hartford Healthcare
Apr 9 • 34 min
“What I’ve learned in my role is to be a coach and ask a lot of open ended questions. And then the other individual comes in with their own solutions that work for them.” - Connie Flores
SSON: Kamila Grembowitz, Adidas
Apr 8 • 29 min
“I don’t think you can completely replace recruiter intuition and face-to-face time with some candidates, or even a call, and have a feeling of the person. Because some people have great CV’s, outstanding CV’s, wrote for them probably, and it doesn’t…
AIIA: Derek Reisinger, Cedars Sinai
Apr 5 • 29 min
“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
PEX: Will Swanson
Apr 4 • 32 min
“Eventually you hit critical mass and then there aren’t those big issues anymore and you’ve got to start to really find the little stuff.” - Will Swanson
CX: Bob Kupershoek, NBC Universal
Apr 3 • 23 min
“I really recommend everybody to partner with IT, they have a lot of knowledge, you have a lot of good folks that they understand exactly what the latest technology is, they will also give you another way of looking at things as well.” - Bob Kupershoek
SSON: Deepak Subbarao, Zurich Insurance Co.
Apr 1 • 31 min
“I think people are willing to help as long as they see a benefit. You literally have to put yourself in the other person’s shoes.”
AIIA: Ali Bouhouch, Sephora USA
Mar 29 • 37 min
“The keyword is customer, we all know who that customer is and what his experience? Experience is something actually that happens in the customer’s head. That’s number one.” - Ali Bouhouch, Sephora USA
CX: Sebastian Zeiss, Deutsche Telekom
Mar 27 • 34 min
“We always were more successful than people ever expected, and that’s actually what made it work in the end.” - Sebastian Zeiss
Pex: Beju Shah, Bank of England
Mar 26 • 29 min
“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
SSON: Anil Bhavnani, Phizer
Mar 25 • 34 min
We’re really changing the whole paradigm. We are changing the entire process and then automating it. So obviously a lot of people get impacted.
AIIA: Bob Kupershoek, NBC Universal
Mar 22 • 22 min
“I really recommend everybody to partner with IT, they have a lot of knowledge, you have a lot of good folks that they understand exactly what the latest technology is, they will also give you another way of looking at things as well.” - Bob Kupershoek
CX: Deepak Subbarao, Zurich Insurance Co.
Mar 20 • 31 min
“I think people are willing to help as long as they see a benefit. You literally have to put yourself in the other person’s shoes.” - Deepak Subbarao
PEX: Matt Gustitus, Eli Lilly
Mar 19 • 26 min
“I love the opportunity to be able to really utilize whatever we’re doing in many different forms.” - Matt Matt Gustitus
SSON: Anders Emil Balk-Møller, Danske Bank
Mar 18 • 26 min
“We want to be on top of our business owners’ minds. Okay, if it’s too expensive, or if it’s too time consuming, it’s too much into the future. We should be the first thing that they think about.” - Anders Emil Balk-Møller
AIIA: Will Swanson
Mar 15 • 31 min
“Eventually you hit critical mass and then there aren’t those big issues anymore and you’ve got to start to really find the little stuff.” - Will Swanson
CX: Anil Bhavnani, Pfizer
Mar 13 • 34 min
“I encourage people to up skill themselves. And really that’s my conversation with a lot of my direct reports and the people who do work in our shared services, that you know you’ve got to change with times.” - Anil Bhavnani
PEX: Ale Marvaldi, Richard Conroy, Sinead Divine, P&G
Mar 12 • 21 min
“You need to have an openness to listen and that’s been something that has come naturally to some people, but not to others. So we’ve got to develop that from the bottom up, and the top down and P&G’s great at driving this kind of diversity ” -…
SSON: Beju Shah, Bank of England
Mar 11 • 29 min
“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
AIIA: Matt Gusteitus, Eli Lilly
Mar 7 • 25 min
“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…
CX: The Mayor of Vilnius
Mar 6 • 22 min
“If you want to get talented people, you have to invest here. ” - Remigijus Šimašius, Mayor of Vilnius
PEX: Sinead Devine, Roxanna Lungu, Lauren Radcliffe
Mar 5 • 32 min
“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
SSON: Justin Reilly
Mar 4 • 29 min
“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
AIIA: Remigijus Šimašius, Mayor of Vilnius
Feb 28 • 21 min
“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
PEX: John Barraclough, P&G
Feb 27 • 27 min
“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
CX: Einar Michaelson, Santander
Feb 26 • 30 min
“Welcome to the journey. You’re never going to finish with your RPA program. I think it will just keep evolving. ” - Einar Michaelson
SSON: Chris Gilmore
Feb 25 • 27 min
“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
AIIA: Justin Reilly
Feb 21 • 28 min
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…
CCW: Chris Gilmore
Feb 20 • 27 min
“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
PEX: Chris Gilmore
Feb 19 • 27 min
“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
SSON: Sebastian Zeiss, Deutche Telekom
Feb 18 • 34 min
“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…
AIIA: Einar Michaelson, Santander
Feb 14 • 29 min
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…
CX: Sai Gridhar Ramasamy
Feb 13 • 28 min
“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….
PEX: Deepak Subbarao, Zurich Insurance Co.
Feb 12 • 31 min
“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…
SSON: Moh Al Gadban, Adidas
Feb 11 • 19 min
“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
AIIA: Meltem Ballan, GM
Feb 7 • 25 min
“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
CCW: Kate Levchuk
Feb 6 • 34 min
“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
PEX: Anil Bhavanani, Phizer
Feb 5 • 34 min
“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…
SSON: Will Swanson
Feb 4 • 32 min
“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
AIIA: Sai Gridhar Ramasamy
Jan 31 • 27 min
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…
CX: James Potter, UK Cabinet Office
Jan 30 • 26 min
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…
PEX: Sebastian Zeiss, Deutche Telekom
Jan 29 • 34 min
“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
SSON: Matt Gusteitus, Eli Lilly
Jan 28 • 26 min
“No one believes you. Everything goes according to plan. Forecasts are always hit on the nose.” - Matt Gusteitus
AIIA: Kate Levchuk
Jan 24 • 35 min
“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
CX: Anders Emil Balk-Moeller, Danske Bank
Jan 23 • 26 min
“I want to help the business automate. I want to be a different offering than the traditional IT development.” - Ander Emil Balk
PEX: Rosita Vasilkeviciute, Danske Bank
Jan 22 • 24 min
“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…
SSON: Herman Brown, City of San Francisco
Jan 21 • 29 min
“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