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Sit Down Interview With Rhonda Vetere

Last month I had the pleasure to sit down with Rhonda Vetere at our Digital Enterprise East Assembly in Charlotte, North Carolina. Many of the leading Technology & Cybersecurity C-Suite Executives came together and engaged in two days of workshops, roundtables and panel discussions. One of the highlights of the event was our Gala Dinner where Rhonda inspired the attendees with her Keynote Address.

Rhonda is a Global CIO, CTO and Author of her new book Grit & Grind the 10 principles for living an extraordinary life. As a global business icon, Rhonda has worked for several of the biggest companies in the world, managed mergers and acquisitions and navigated some of the worlds biggest challenges.

Rhonda and I sat down to discuss her career as a Global Business Executive and the role of Technology in the Digital transformation workforce. Rhonda shares with us her passion for developing the next generation of leaders, marathon running, sports and insights into her fantastic new book Grit & Grind, 10 principles for living an extraordinary life.

A huge thanks to Rhonda for joining us and inspiring us all. Check out the full interview here

About Rhonda Vetere:

Rhonda Vetere is a seasoned C-Suite technology executive who has worked across industries in global technology. A change agent for digital transformation, she has led the way for growth with more than 23 mergers and acquisitions at companies.

A passionate leader in technology across industries, Rhonda has worked in global executive positions at Estée Lauder Companies, AIG, HP Enterprise Services, Barclays / Lehman, Bank One / JPMorgan Chase, CompuServe, UUNET, MCI, and Worldcom. She has lived and worked internationally – in New York, Hong Kong, Singapore, London, Mumbai, and across India – and has managed teams of more than 20,000 people.

As an industry expert and influencer, Vetere has been a keynote speaker and panelist at many conferences and events, including World Economic Forum/Davos, WIT (Women in Technology) Connect, Microsoft Global CIO Summit, Dell EMC World, and the U.S. Vice Presidential Candidate Debate. Rhonda has been recognized with for her leadership and influence, notably with a 2017 Stevie Award for Excellence in Transforming Business and as a multi-year Top 100 CIO/CTO Executive Leader in STEM by STEMconnector. Grit & Grind is Vetere’s second book – she is also the co-author of an HP special edition book, Enterprise Service Management for Dummies. An avid sports fan and real-world corporate athlete,

Rhonda stays focused and sharp by competing in marathons and triathlons on a regular basis – over 70 events thus far, including triathlons, half-marathons, marathons, and IRONMAN 70.3 mile triathlons. She recently ran 55 miles in the Serengeti as part of a girls and women’s empowerment fundraiser: the first women-only run of its kind.

What Is A Data Company?

While it’s more straightforward and obvious for those that have started out as digitally-native companies, like Netflix, to think data-first, it’s a lot harder for legacy companies that are just beginning their digital transformation journey.

This article is written by Sanjeev Sharma, Vice President, Global Practice Director – Data Modernization at Delphix.

Imagine a company with a $13 billion annual budget and 139 million customers across 120 countries. The company is also in the entertainment media industry, which is traditionally known for making gut decisions by Hollywood buffs, TV personalities, and entertainment moguls.

“Nobody knows anything. Not one person in the entire motion picture field knows for a certainty what’s going to work. Every time out it’s a guess and, if you’re lucky, an educated one,” William Goldman, screenwriting star, famously quoted in his book Adventures in the Screen Trade.

And this media company uses data to collect deep insights into every customers’ preferences and usage habits in real-time, empowering them to make almost all strategic and tactical business and operational decisions based on data.

You’ve guessed it – this company is Netflix. Unlike its rivals, who are legacy media behemoths, Netflix uses data to drive every decision, from content development to its creative and marketing strategies. There’s no doubt Netflix is a modern data company in today’s digital era, and its impact is felt across industries.

How Much Data Does Netflix Use?

Netflix has emerged as a titan in the media industry. Netflix CEO Reed Hastings told CNBC he sees the business as “mostly a content company powered by tech.” But its digital business model has allowed the company to collect huge amounts of customer data, which in turn has powered their success. Netflix is built on the power of data, which has enabled them to successfully compete with major movie studios, TV networks as well as tech giants, like Apple.

Data exists everywhere within an enterprise, including databases, data warehouses, data lakes, CRM tools, and ERP systems. But in order to leverage that information, it’s critical you understand how to access, refine, apply, and manage that data to make smart business decisions. For Netflix, the brand’s data philosophy encompasses 3 key tenets:

Data should be accessible, easy to discover, and easy to process for everyone.
The longer you take to find the data, the less valuable it becomes.
Whether your dataset is large or small, being able to visualize it makes it easier to explain.

This data philosophy has enabled them to uniquely personalize the Netflix experience for each and every one of their customers through data collected on subscriber viewing habits, recommendations, ratings, and more. While it’s more straightforward and obvious for those that have started out as technology-based companies, like Netflix, to be digital and think data-first, it’s a lot harder for legacy companies that are just beginning their digital transformation journey.

Why Your Data Strategy is Failing

If you’re not yet a market leader and slow to adopt changes, how do you fight back? Think DataOps. DataOps is an emerging approach to addressing data-related challenges. It spans change across process, technology, and people to help an organization become a data company. Research by leading analyst firm 451 Research found that enterprises around the world are planning a significant investment in the ever-growing discipline of DataOps.

Let’s take a step back and think back to the first two core tenets of Netflix’s data philosophy: one – data should be accessible, easy to discover, and easy to process for everyone; two – the longer you take to find the data, the less valuable it becomes. These are the core challenges that enterprises face when it comes to maturing into successful data companies.

In most organizations, the access and availability of data is controlled and managed through a centralized group of database administrators (DBAs) with no self-service capabilities for practitioners who need data. Data access and availability remains a set of ticket-driven manual processes with excessive workloads being put on the DBAs to do repetitive low-value tasks. But data should be accessible by those who need it, when they need, and where they needed in real time.

As organizations evolve to newer, modern technology stacks without retiring older stacks completely (still waiting on the mainframe to go away as predicted in the 90s), or through acquisitions where they bring in an entirely new set of platforms, data is sprawled across heterogeneous sets of data stores – many of which are not compatible with each other and may even have multiple versions of the same database in use in different parts of the organization.

This sprawl of data store technologies further expands with the addition of cloud-native, fit-for-purpose data stores that developers are beginning to adopt as they develop new cloud-native applications, which have a different need as opposed to traditional relational databases.

In addition, most companies lack even basic inventories of their data. The absence of good data classification makes it difficult, or in most cases, impossible to manage and govern data based on its risk-value profile and category. All the data ends up being treated in the same manner, with the same governance overhead and restrictions, which makes data less usable than it can be, and of course, makes it difficult to find the right data. You simply can’t manage what you don’t understand.

Adopting DataOps to Win the Innovation Game

A recent NewVantage Partners survey revealed that all is not good in the world of big data, artificial intelligence (AI), and machine learning (ML). Fifty-three percent of respondents reported they’re not treating data as a business asset while 52 percent admitted they aren’t competing on data and analytics.

These are staggering statistics given the focus we, as an industry, have had in big data, analytics and AI/ML initiatives. The reason behind these dismal results are front and center: organizations have not yet forged a data culture. They have not transformed their organization into a data company, like Netflix.

Organizations need to rethink their data management and governance processes as well their data-related technology stacks, and most importantly, companies need to reconstruct their organizational structures to build a data-driven culture.

DataOps is an emerging approach to addressing data-related challenges. It spans change across process, technology, and people (culture) to help an organization become a data company. Findings from the latest 451 Research report shows enterprises around the world are planning a significant investment in the ever-growing discipline of DataOps.

These challenges are not trivial to address. A foundational change in how data is accessed, managed, secured, and leveraged across the enterprise through a DataOps approach is essential in dramatically modernizing your data strategy while achieving regulatory compliance with today’s new privacy laws and growing number of data breaches. On the flip side, addressing the organizational and cultural challenges is a whole different ball game that requires an enterprise-wide transformational effort that senior leadership will have to drive from the inside out, but we’ll save that story for next time.You have more data in more places than ever before. Learn how our DataOps platform can make data fast and secure for access across your enterprise.

If you like what you read, you can meet Delphix at our Digital Enterprise Transformation Assembly in Miami, Florida on June 25-26th to learn more.

ABOUT DIGITAL ENTERPRISE TRANSFORMATION ASSEMBLY

ns, collaborative think tanks, educational workshops, and networking sessions will offer industry-specific topics and trends to ensure your company maintains its competitive advantage.

As more and more businesses look to digital technology and strategies to transform their business, CIOs know that data and information technology have never been more important. Understanding the convergence of mobile, social, and cloud is the first critical step for organizations looking to create opportunities and stay ahead of the competition.

Are you a CIO or CTO interested in attending this event? Inquire here today to find out if you qualify for Millennium Membership >>

Bleed a Creed: Is There Purpose in Your Veins?

In his new book Bleed a Creed, top branding expert Matt Carcieri gives the why-to and how-to to everyone looking to overcome the “purpose challenge”: the challenge to finding a true devotion and embedding it within your organization, brand, and operations. This navigational guidebook features a foreword by Former Global Marketing Officer of Proctor & Gamble, Jim Stengel, and seven instructive chapters to guide you on a course to successful activation. Matt is currently a partner with Jim Stengel at The Jim Stengel Group, and also a proud partner of The Millennium Alliance.

Purpose offers tremendous promise for business.

According to recent studies, 80 percent of companies that over-perform on revenue growth link everything they do to purpose, and brands with a purpose have outperformed the stock market by 120 percent. Other studies show that Millennials are five times more likely to stay with a company when they have a strong connection to its purpose; and consumers are more likely to advocate for a brand after hearing about its stand than its product features.

But for the majority of companies and brands, the promise of purpose is not their reality. That’s because their purpose is a platitude; it doesn’t represent a heartfelt devotion that’s authentic to the DNA of the enterprise. And more often than not, leaders haven’t taken the actions that are required for it to penetrate the mechanics of the business.

In this navigational guidebook, Matt Carcieri helps you overcome the “purpose challenge”: the challenge of finding a true devotion and committing your organization to a more purposeful path to growth. Seven instructive chapters explain why great purpose starts with a definitive creed – a unique point of view – and then guide you on a course to successful activation.

Order Breed a Creed: How to Create and Activate a Powerful Brand Purpose on Amazon >>

PRAISE FOR BLEED A CREED

“Bleed a Creed is the essential playbook for building a purposeful brand and organization. You will be inspired to build your own business with a unique point of view and armed with lessons to make it happen.”

Eric Ryan, co-founder, method and OLLY

“A veteran practitioner of purpose, Matt has created a practical roadmap to seizing the opportunities that purpose unleashes. This book is a powerful resource for anyone who’s on the purpose journey – whether starting out or climbing its peaks.”

Roy Spence, co-founder & chairman, GSD&M / co-founder & CEO, The Purpose Institute

“Matt Carcieri knows the key insight to successful branding practice: consumers don’t just buy brands, they live lives; and into those lives, successful brands with purpose come. Read this rich workbook and benefit from Matt’s wisdom, experience and frameworks to help your brand lead a purpose-driven life.”

Susan Fournier, Allen Questrom Professor and Dean, Boston University Questrom School of Business

“When the alarm rings at 5:30 and your first thought is market share or market cap, just go back to sleep. You’re missing the point. And the rewarding path. And the rich possibilities… as Matt Carcieri reveals.”

Bob Garfield, co-host of On the Media and coauthor of Can’t Buy Me Like

“Matt has catalyzed a movement across our company that is step-changing engagement and innovation. In this book, he shares the tools of his trade, providing a concrete roadmap to unleashing the full power of purpose.”

Jeff Boutelle, CEO, Pharmavite

“Matt completely redefined my company based on these principles, and it allowed us to shoot from last place in our category to second. Bleed a Creed shows you the path to get there.”

Greg Stuart, Global CEO, Mobile Marketing Association

“Matt has helped us immensely on our Purpose journey to drive competitive advantage by inspiring our people. I highly recommend him and this book as your guide to help you carve your own path.”

Jason Anderson, Senior Vice President Marketing, Cadillac Fairview

Join the hype and order your copy today >>

ABOUT THE AUTHOR

Matt Carcieri is one of the world’s foremost “purposologists,” having worked on purpose with more than a hundred companies and brands.

He began his career as a marketing executive at Procter & Gamble, where, for fifteen years, he pioneered purpose-driven brand building inside the world’s largest advertiser. As an in-house expert on the topic, he spearheaded purpose work on most of P&G’s billion-dollar brands.

Today, he is an independent consultant and an affiliate of The Jim Stengel Group, a think tank and consulting practice founded by the former CMO of P&G. In those roles, Matt has helped to define and activate purpose for companies across a variety of industries – from financial services and insurance to health care and hospitality.

Matt holds an M.B.A. from Georgetown University and has co-authored works in three marketing compilations, including Kellogg on Branding (Wiley, 2019). He is a sought-after speaker on both the business and college circuits.

He lives in Cincinnati, Ohio with his wife and three sons.

Learn the Value of Your Data Through 451 Research’s Latest Whitepaper, Commissioned by Delphix

In an enterprise of all sizes, data is important. That is why businesses seek to manage their data using multiple platforms and locations.

This may seem like an easy task at first, but then once you dive in deeper to this operation, you may find yourself asking, where do I begin? As a business leader, that first question is important, and the answer is even more vital to success.

Start With 451 Research’s Latest Black & White Paper

Our sponsor, Delphix and 451 Research have come together to formulate a Black and White Paper, which covers the importance of data-driven applications, and how exactly to derive value and manage them in your enterprise

In this paper, DataOps methodologies are covered, including the challenges of managing data and how to overcome them in order to effectively help your business. You will receive top of the line, exclusive information, and the “451 Take” on the matter.

“DataOps Lays the Foundation for Agility, Security and Transformational Change”

So what are you waiting for? Your data is calling. Download the whitepaper here.

If you like what you read, you can meet Delphix at our Digital Enterprise Transformation Assembly in Miami, Florida on June 25-26th to learn more.

ABOUT DIGITAL ENTERPRISE TRANSFORMATION ASSEMBLY

The Millennium Alliance is thrilled to present our bi-annual Digital Enterprise Transformation Assembly, put together by the industry, for the industry. Join us in Miami, FL. for a series of executive education roundtables, keynote presentations, collaborative think tanks, educational workshops, and networking sessions will offer industry-specific topics and trends to ensure your company maintains its competitive advantage.

Are you a CIO or CTO interested in attending this event? Inquire here today to find out if you qualify for Millennium Membership >>

Brad Wilson, CEO Emeritus, Blue Cross Blue Shield North Carolina to Keynote Healthcare Payers Transformation Assembly

The Millennium Alliance is thrilled to announce Brad Wilson, CEO Emeritus, Blue Cross Blue Shield North Carolina as the Keynote Speaker at The Healthcare Payers Transformation Assembly taking place on May 22-23 at the Fairmont in Dallas, TX.

About Brad Wilson:

Brad Wilson is CEO Emeritus of Blue Cross Blue Shield of North Carolina, Executive in Residence at Wake Forest University and holds an adjunct faculty position at UNC Chapel Hill. During his 22 year career at BCBSNC, he held a variety of senior executive leadership positions, beginning as General Counsel in 1995. He ended his service to the company in January 2018 after almost 8 years as CEO. Under his leadership, BCBSNC effectively implemented the ACA in all 100 NC counties and experienced material growth across all product lines.

Prior to joining BCBSNC he served as General Counsel to NC Governor James B. Hunt and practiced law for 14 years. A dedicated public servant, Brad has Chaired many Gubernatorial, Attorney General and Judicial Commissions. He also served on the UNC System Board of Governors for 16 years and Chaired that Board for 4 years during his tenure.

Among many state and national recognition, Brad is the recipient of the Order of the Long Leaf Pine, the highest civilian honor in NC. A life long North Carolinian, he earned a BA from Appalachian State University, JD from Wake Forest School of Law and an MA from Duke University.

About Healthcare Payers Transformation Assembly

The Millennium Alliance is pleased to announce that application for the Healthcare Payers Transformation Assembly is now open. North America’s most prominent IT and business leaders from the Healthcare Insurance industry will be gathering to discuss how to adapt to the industry’s customer-centric makeover. Are you interested in attending this event?

Inquire here today t o find out if you qualify for Millennium Membership >>Download your copy of the sponsorship prospectus to see if you are eligible to sponsor this event >>

Do Algorithms On Social Media Determine Engagement?

I think it is safe to say we are in a world where technology pretty much plays a function in most things we do. Whether we are interacting with our friends, completing tasks at work, or simply enjoying some free time, technology is likely to be an active participant. Which brings me to my next point: social media.

Ah, the world of social media. This world is an interesting one, to say the least, and is made up of components that continue to grow today. These components include and are not limited to all of the platforms we use on a daily basis.

A World Of One’s Own On Social Media

Whether we are gaining our news for the day, or simply keeping up with a favorite celebrity, the social media platforms we chose to interact with play a huge role in what we consume. Instagram differs from Facebook, which differs from Snapchat, which differs from Twitter, and you get the point…

The functions of these platforms are complex and made up of fancy things called algorithms. In recent news responding to net neutrality, we have heard algorithms come up in conversation among digital marketers who believe that algorithms actually hurt the exposure of a particular brand.

“For the casual user who’s tired of sorting through dozens of Facebook posts from brands they followed five years ago and no longer care about, algorithms are amazing. For the social media marketer who’s reaching half the amount of their audience as they did five years ago, they aren’t so great.” Sprout Social reports.

Algorithms: A Help Or Hinder?

When social media first appeared in society, algorithms existed very little on particular platforms. This mainly has something to do with the fact that the users on platforms like Facebook and Instagram were very little compared to today. Now, in 2018, social media has grown so much, algorithms have been put into motion in order to achieve a level of organization for users.

In the most simple terms, algorithms have been incorporated into social media platforms in order to give users the opportunity to view accounts that they actually care about. This means the accounts that they are most active with, will appear first, over those that don’t receive the same amount of engagement.

“You may follow dozens or even hundreds of accounts on Facebook. But you likely have certain accounts you enjoy more than others. Social networks are trying to figure out the best way to serve that content to you first.” Sprout Social reports.

Makes sense, right? For the average consumers, it may. But, for brands trying to create a large following, it could be seen as a hinder. If users are not commenting, liking, or simply engaging in this brand’s content, then they will appear last in the news feed, and in some cases, can be overlooked completely.

Overcoming Algorithms

Some marketers can see algorithms as a challenge, but it can also create an opportunity for brands to reach a targeted audience. It is important for marketers to engage with audiences more than ever, in order for algorithms to pick up on the popularity of your particular account.

When algorithms first disrupted social media, users were quick to persuade followers to turn on post notifications, which is a feature Instagram added to accounts in order to allow users to pick accounts they can receive a notification from whenever that account posts.

If you can successfully get followers to want to view your account, then you have overcome algorithms. Good luck!

ABOUT THE TRANSFORMATIONAL CMO ASSEMBLY

The digital revolution has forever changed the balance of power between individual consumers and brands. This need to think “customer first” has made the marketing function more vital than ever before.

C-Level executives around the world are anticipating that digital technology will continue to drive business. We’ve put together a series of executive education roundtables, keynote presentations, collaborative think tanks, educational workshops, and networking sessions with our industry experts and advisory board.

Are you a CMO interested in attending this event? Inquire here today to find out if you qualify for Millennium Membership >>

Joanne Waldstreicher, M.D., Chief Medical Officer, Johnson & Johnson to Keynote Patient Experience Transformation Assembly

The Millennium Alliance is thrilled to announce Joanne Waldstreicher M.D., Chief Medical Officer, Johnson & Johnson as Keynote Speaker at The Patient Experience Transformation Assembly taking place on May 16-17, 2019 at the Hutton Hotel, Nashville TN.

About Joanne Waldstreicher:

Joanne Waldstreicher, M.D., is Chief Medical Officer, Johnson & Johnson. In this role, she has oversight across pharmaceuticals, devices and consumer products for safety, epidemiology, clinical and regulatory operations transformation, collaborations on ethical science, and technology and R&D policies, including those related to clinical trial transparency and compassionate access. She chairs the R&D Development Pipeline Review Committee for The Janssen Pharmaceutical Companies of Johnson & Johnson, and supports the Medical Devices and Consumer Development Committees. Joanne is also a faculty affiliate of the Division of Medical Ethics, Department of Population Health, New York University School of Medicine. Among her prior roles, Joanne was responsible for late-stage development in neuroscience, cardiovascular disease and metabolism at Janssen. Before joining Johnson & Johnson in 2002, she headed endocrinology and metabolism clinical research at Merck Research Laboratories, overseeing development programs in atherosclerosis, obesity, diabetes, urology, and dermatology. She was honored with the Key Innovator Award, among other distinctions. Joanne received both the Jonas Salk and Belle Zeller scholarships from the City University of New York, and graduated summa cum laude from Brooklyn College. She graduated cum laude from Harvard Medical School, completed her internship and residency at Beth Israel Hospital and her endocrinology fellowship at Massachusetts General Hospital. She has received numerous awards and scholarships and is an active scientific author. In 2016, the National Association of Female Executives named her Healthcare Champion of the Year. Joanne combines broad experience in science and medicine with a passion for advancing transparency and ethics, with a goal of improving the lives of patients and consumers worldwide.

About The Patient Experience Transformation Assembly

The Millennium Alliance is thrilled to announce the dates for the Patient Experience Transformation Assembly.

Working with our Members and Advisory Board, we are putting together a program to enable you to test out new technology and hear from experts about the latest strategies changing the patient experience. We understand that for C-Level executives time is precious, so we are bringing the best content and technology together in May.

Are you a Patient Experience Officer interested in attending this event? Inquire here today to find out if you qualify for Millennium Membership >>

Download your copy of the sponsorship prospectus to see if you are eligible to sponsor this event >>

Build A Healthcare IoT Network Your Nana Will Love

A chronically ill senior steps off her scale and heads to the kitchen to make coffee. Moments later, a message appears on her phone; she looks: “Good morning, Mrs. Rodriguez. Your weight is a bit higher than normal this morning. Have you taken your Lasix yet today?” She clicks “yes” and returns her attention to the task at hand: coffee. Her phone rings. It’s her health coach checking in. Mrs. Rodriguez is enrolled in Ochsner Health System’s chronic disease management program, and her remote care team is concerned about her heart failure. “Hello, Mrs. Rodriguez. How are you feeling today? Experiencing any shortness of breath? Dizziness?”

This conversation, she knows, was initiated because the scale in her bathroom is wirelessly connected to her care team. Her weight spiked four pounds overnight, a key indicator that she is retaining fluid. Just a few years earlier, the issue would have landed her in an emergency room. Today, her condition is being managed more progressively. “I’ve just spoken to our on-call pharmacist, and we’re going to have you take an extra 20 mg. of your Lasix this morning. Can you do that now? We will check back in this afternoon.”

Miniaturization Meets Chronic Disease Management

The adage goes that you can’t manage what you don’t measure. Today’s healthcare organizations (HCOs) lack the capacity to meaningfully measure the chronic diseases they aim to manage, but innovations in sensor miniaturization are changing that. IoMT (internet of medical things) networks solve this very straightforward problem by capturing an increasingly sophisticated set of key physiological data points.

Today, a small but important group of data points, including weight, glucose levels, and vital signs, are being captured. In the lab, researchers are pushing the boundaries of what miniaturized sensors can capture to include hormones, electrolytes, hydration levels, medication adherence, and more.

Analytics Are Bending the Cost Curve

Sensor data is blended with activity data and environmental data and fed into analytics engines where algorithms are pouring over this inbound data to separate signal from the noise. Researchers are flagging alarming trends and are then engaging patients with chatbots to validate issues and automate escalation of care.

Predictive analytics researchers are taking things one step further, attempting to forecast deterioration from subtle trends in this data before symptoms even present. Diabetes management vendor One Drop is forecasting glucose changes, while Second Opinion Health is forecasting migraines. Researchers in labs today are working on forecasting seizures for epileptic patients, inflammation attacks for patients living with multiple sclerosis, and even suicide.

What It Means

In my recently published report, “How to Build A Healthcare IoT Platform,” I move past the hype and create an adoption road map designed to lay out the people, processes, and technology needed to support smart hospitals, transitions of care, chronic disease management, and population health initiatives. In the era of cost control and value-based care, HCOs need to leverage these strategies to address:

Ambulatory market competition. Care delivery continues to migrate out of the hospital and into the ambulatory markets, where barriers to entry are low and competition is fierce. Leapfrog competition in the ambulatory care market by building real-time digital connections with IoT networks. Engage consumers at home, and escalate care to the brick-and-mortar settings that make the most sense.
Maturing consumer expectations. Consumers are increasingly capturing personal health data, and the race is on to engage with them around it — putting it to use to improve their healthcare experience. Healthcare CIOs and digital business pros need to create compelling IoT strategies now or risk losing the market to more digitally engaged competitors.
Increased fiscal pressure. Employers and legislators are showing no sign of abating on demands for cost containment. HCOs must build toward their own vision of the future, a care delivery model that does more with less and maintains the patient’s place at the center of the mission.

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My name is Jeffrey Becker. I invite you to join me in the coming months as I take a deep dive into the electronic health record (EHR) optimization and patient engagement strategies that most effectively help healthcare organizations pursue the quadruple aim. Connect with me via briefings or inquiries. Follow me on Twitter or LinkedIn.

ABOUT THE HEALTHCARE PROVIDERS TRANSFORMATION ASSEMBLY

Join leaders from North America’s leading Health Systems to discuss the latest technology, innovations, and strategies driving healthcare’s transformation. At the 9th edition of Healthcare Providers Transformation Assembly, we’ll be discussing the latest digital technology and business strategies driving healthcare’s digital transformation.

Are you interested in attending this event? Inquire here today to find out if you qualify for Millennium Membership >>

Addressing the Gaps in Customer Experience

This article is contributed by our sponsor, Redpoint Global. Written by: John Nash, Chief Marketing and Strategy Officer at RedPoint Global.

There is a pressing strategic imperative for brands to compete on customer experience (CX) in nearly every industry. Marketers in retail, insurance, financial services, CPG, travel and hospitality, and health and wellness are pressured to meet growing expectations from the empowered consumer for an experience tailored to their preferences at every stage of the customer journey. Marketers are aware of this issue but have found difficulty in the execution of a seamless omnichannel customer experience.

To better understand and address the challenges of today’s marketers and consumers, RedPoint Global commissioned The Harris Poll to conduct quantitative research among these audiences. In looking at responses from over 450 marketers and 3,000 consumers across the U.S., Canada, and the U.K., we found a number of gaps between marketers’ customer experience strategy and consumers’ expectations, which we’ll unveil at our live webinar, Wednesday, March 27 at 1pm EST.

Consumers have spoken on what’s most important to them in a modern customer experience; privacy, consistency across multiple channels, a deep understanding – and appreciation – of customer needs, and personalization.

However, as this study shows, brands are not delivering on these aspects of the customer experience at the level customers want. A deep gap between a consumer’s expectations and the experience being delivered is magnified by the inability of brands to marry strategy with execution. Our research shows that brands are aware of the pressing need for a personalized consumer experience, and most have a strategy in place to get there, but existing challenges unifying data, offers and information martech solutions prevent them from being able to deliver a true, modern-day personalized experience.

The survey validates that fragmentation is largely responsible for the CX gap. Data fragmentation, system fragmentation, and organizational fragmentation all contribute to the frustration for consumers and marketers alike in the delivery and receipt of a seamless, omnichannel customer experience.

There is a way to resolve these challenges, through establishing a single point of control over all data, decisions, and interactions. This process overcomes the typical fragmentations and puts marketers in a position to deliver against expectations of individual customers at any stage of their customer journey. It provides marketing with the foundation needed to deeply understand customers and provide an instantaneous response or a proactive, predictive action that will resonate with a customer in their context and cadence.

For the more information about the study “Addressing the Gaps in Customer Experience” join us for a Webinar on March 27 at 1 pm ET with Libby Rodney, Chief Strategy Officer at The Harris Poll and John Nash, Chief Marketing and Strategy Officer of RedPoint Global (URL).

ABOUT DIGITAL RETAIL TRANSFORMATION

C-Level experts from across North America’s retail industry are coming together in Dallas in

August to anticipate the highly complex digital retail environment that will develop over the next few years.

Through a cutting-edge program designed by the industry, for the industry, we will pro

vide a fresh and up-to-date insight to help move your organization to the next level of digital leadership. A series of executive education roundtables, keynote presentations, collaborative think tanks, educational workshops, and networking sessions will offer industry-specific topics and trends to ensure your company sustains its competitive advantage.

Are you interested in attending this event? Inquire here today to find out if you qualify for Millennium Membership >>

Bot-to-Bot Marketing is the Next Game Changer

Over the past year, we have witnessed a significant shift in the channels that consumers are favoring.

In recent years there has been a drastic increase in the uptake of messaging apps. In fact, the usage of these apps and chatbots is actually outpacing that of social media networks. It is predicted that in 2017, the number of messaging app users will be around 2.10 billion. This is indicative of a new trend, as pointed out by Mark Schafer, the rise of the private network. Consumers are changing how they feel about public scrutiny. They are becoming increasingly afraid of public record and are favoring privacy through apps like Facebook Messenger or Kik.

ChatBots along with smart home devices like Google Home’s Assistant or Amazon’s Alexa are opening up new opportunities for marketers, who are beginning to plan their strategies for this channel.

What is interesting is that this has opened up another new opportunity, Bot-to-Bot Marketing.

This is when the bot or agent interacts with another bot or agent instead of searching the web, or a knowledge base, or a profile.

In a few years, ArcTouch Chief Experience Officer and founder Adam Fingerman predicted, “most interaction will be conversational.” His company develops apps and now bots.

Marketers need to be prepared for this next potential game changer.

At Transformational CMO West, you can expect to discuss bot-to-bot marketing.

How bot-to-bot marketing may become the loyalty platform of the future.
What is the potential impact bot-to-bot marketing will have in the way marketers reach consumers?
When machines with machine logic are empowered to make purchase decisions, how then do brands build loyalty?
How to prepare for this game-changing, bot-driven world.

Welcome to the ‘Conversation Marketing’ era!

It is now impossible to ignore this trend. Chatbots and messenger apps are changing the digital marketing field.

As a CMO, why should you invest in this technology?

Its 24/7

In this time of Amazon Prime 2-hour delivery, consumers want everything now, literally. Your consumer will get frustrated if they don’t get timely responses from you and your business. The banking industry suffered from failing to adapt to the consumer desire for service at the time they want it, so you do not want make the same mistake.

You are also way more likely to get engagement within Messenger apps or chatbots than say from your Facebook page. That’s because the communication is 1:1 and 24/7. You aren’t in competition with the hundreds of other marketers who are flooding your target’s newsfeed.

Unique data to create personalized campaigns

Possibly our favorite element of this new technology is the data you can extract. You can monitor your consumer, gather data and ultimately adapt your marketing to be highly personalized. Marketing has to be personal. The customer should be at the heart of all your content.

What’s also great is that as soon as you engage with someone, you then have the ability to push messages out to them. You can even set automation workflows, just as you would on email.

All-inclusive

Chatbots can provide an all-inclusive ecosystem for shoppers. Users can ask questions, receive answers, and based on data you’ve collected, gather recommendations increasing their likelihood to buy additional products.

Self-perpetuating marketing

This technology markets itself. It leads to more word-of-mouth, social sharing, better customer experiences… should we say more?

You can actually create a chatbot in minutes with companies like ManyChat or ChatFuel, so why not try it? And while you are at it, why not check out The Transformational CMO West Assembly this June in Las Vegas?

About the Transformational CMO West Assembly

The world is changing a mile a minute and it is hard to scale. Differentiating yourself and maintaining trust in the ever-changing marketing world seems to be getting easier, but only to those who are willing to adapt to the rapid-fire marketing. The more you can plan ahead, the better equipped you as an executive will feel in managing those changes when they happen.

In June of 2019, the Transformational CMO West Assembly in Nevada is a unique event that challenges our attendees to learn how to anticipate what’s next for the highly complex marketing environment that has emerged throughout the year through a series of executive education roundtables, keynote presentations, collaborative think tanks, educational workshops, and networking sessions with our industry experts and advisory board over the course of 2 days.

Are you a CMO interested in attending this event? Inquire here today to find out if you qualify for Millennium Membership >>