The Art of the Pivot

“The more difficult projects are usually the ones that provide the most value to the organization. And if you truly are committed to creating value to the company, you need to accept the complexities and challenges that come with developing and deploying technologies.”

On an average day, global logistics company UPS delivers around 25.5 million packages. In peak times, that rises to more than 37 million. Join Juan Perez, Chief Information and Engineering Officer for UPS as he takes you through what’s needed to ensure flexibility and scalability when dealing with these sorts of numbers — even before managing the impact of the pandemic. You’ll hear about why combining engineering and IT in one position is so vital (and unusual), how UPS has used technology to support recruitment efforts, and the impact of the company’s global smart logistics network, including why up-to-the-minute parcel tracking might not be so far away. All these insights and more, delivered straight to you by the Art of the Pivot! 

“Our patients today are demanding that same type of experience that they're receiving from many other sectors… We have a goal to digitally disrupt healthcare by improving that member and provider experience and ultimately improve health outcomes.” 

Blue Shield of California is a nonprofit health insurer, providing health and wellbeing services to more than 4.5 million members across the state. But the way those services are delivered has changed — permanently. Join Senior Vice President and Chief Information Officer Lisa Davis for a fascinating conversation on business transformation in the healthcare sector, including an in-depth look at Blue Shield’s new cloud-enabled, data-first health information platform, which uses AI and machine learning to help drive patient-centered personalized care, as well as reward physicians and hospitals for better outcomes. If you want to learn to think about data as a strategic asset, and drive transformation not just within organizations but across whole industries, don’t miss this episode!

“There is a fundamental link between customer and employee experience…too often we focus on customers first and then can’t go any further without enhancing the way employees get work done”

Long before sweatpants on video calls and curious cats as meeting focal points, Citrix was helping employees deliver great work from anywhere in the world. The pandemic has naturally made their services even more vital and gives Executive Vice President, Business Strategy Tim Minahan a unique perspective on the last two years, plus what lies ahead. Listen in as Tim discusses COVID-19 as change catalyst, the compounding “human” supply chain crisis and why employee experience cannot be deprioritized in search of the perfect CX.

“Each of us is creating our own digital ecosystem—in your home, in your office, in your car— and we have to make sure we understand those perfectly.”

As the lines between our virtual and physical worlds become increasingly blurry, the impacts of security breaches on our lives become even greater. Striving to protect us from would-be password thieves and phisherman is NortonLifeLock and their Chief Commercial Officer, Robert Clarkson. Robert joined us to discuss the current state of cybersecurity, including  some simple fraud protection tips, the rise of the Internet of Things (IoT) and the difference between solving for consumers and enterprises. 

“In order to have people love you, sometimes you have to have people hate you as well. And it’s the lovers and the people who will be passionate about your business and your brand—those are the ones you want to keep day after day.”

Break out your favorite pint and get ready for a little “Pivot and Chill,” because this episode is our coolest yet.  Dena Wimette, Ben & Jerry's Head of Product Innovation, joined us to discuss her enviable role in bringing new and exciting ice cream flavors to market. Believe it or not, the job isn't all chocolate swirls and marshmallows (though there is a fair share of that). Dena must balance upholding Ben & Jerry's strong progressive values, satisfying an intensely passionate fanbase, and being on top of the public's changing tastebuds. Satisfy your craving for exclusive insights and learn a bowlful about running a values-driven brand in this tasty interview.

“We always need to over-communicate, to our customers, to our associates, what we're doing and make sure that we really let everybody be a part of the journey.”

Vericast has been helping businesses connect with their customers for over 140 years. The way the world works may have changed once or twice over that time, but the company continues to innovate and adapt to deliver modern marketing solutions. Join Chief Revenue Officer Susan Rothwell for an in-depth look at just the most recent restructure in Vericast’s history, including consolidating four separate businesses into a single entity, and the vital importance of communicating openly and honestly. You’ll also get the inside track on the privacy implications of influencing the purchasing decisions of over 120 million households, and Susan’s tips for attracting the right customers for your brand, then building and sustaining lasting 1-to-1 relationships. If your business has customers, this week’s episode of Art of the Pivot is for you! 

“We understand our role. We are there to support and help our customers to grow. And with them, we are growing as well.” 

Phil Friedman built Computer Generated Systems, or CGS, from the ground up — just a few years after the word “start-up” was even invented. Over his decades of experience providing business applications, enterprise learning and outsourced services to companies around the world, Phil has learned a few valuable lessons. In this episode, you’ll hear about Phil’s personal journey from the former Soviet Union to the fashion industry, how any business can benefit by becoming a “one stop shop,” and why taking responsibility is crucial to building customer confidence. Plus, you’ll hear about how AI is revolutionizing the way organizations deliver training, in the fashion world and elsewhere.

“We like to think about authentic intelligence, adaptive intelligence, agile intelligence. All the ways that you can leverage that immensely powerful data to shape what’s next.”

Q: Which Art of the Pivot episode features discussions on the role of AI in Marketing, distrust in polling and a forthcoming parody business musical? A: This one! Leela Srinivasan, the first-ever CMO at Momentive (formerly SurveyMonkey), joined us for a wide-ranging and fascinating interview at this pivotal moment in the organization's history. As Leela and the Momentive team chart a new course towards “agile experience management,” discover how they are leveraging insights gained from 7 billion+ survey respondents to reimagine a trusted brand.

“Whenever we get the chance, we’re living and breathing the experience as a service that we want to espouse to our customers.”

What does exceptional customer service look like in a world where consumers are more knowledgable and empowered than ever? How can you bring reps from merely being “nice” to having true empathy, the type that doesn't just help people resolve issues, but builds lasting brand attachment? According to Joyce Kim, EVP and CMO at Genesys, one of the world's largest Contact Centre as a Service (CCaaS) platforms, it's all about data. Hear Joyce's thoughts on the right way to approach customer experience, the recent changes to the role of Chief Marketing Officer, plus what call center and IndyCar teams have in common.

 “Go and fail and start again, and go until you get it right!”

William Niles, CEO of Brinks Home, is an executive who understands that transformation is no waiting game. Since becoming CEO in March 2020, he has already launched a complete organizational overhaul built around the three pillars of people, technology and brand strategy. While some may argue that such comprehensive change would be impossible during the midst of a global pandemic, Niles saw it as mission critical. Discover how he employed a “disciplined” approach to transformation to bring Brinks Home into a new era of connected data and superior customer experience.