The Software Intelligence Podcast

In this episode, we hear from Sean Mack, CIO & CISO at Wiley.

He talks about how Wiley has transformed into a technology enabled company and delves into topics like cloud transformation and DevOps. We hear how shared data models aid collaboration, and enable Wiley to deliver amazing product experiences to researchers, educators, and learners around the world.

In this episode, we hear from Eric Harris, Director of Enterprise Systems at Dish about how the company has transformed to include wireless communications alongside its consumer streaming service - Sling TV. He discusses how the business is building out its wireless operations whilst nurturing the growth of their Sling TV offering, and how proactively improving the customer experience has been key for the organisation.

As part of the drive to improve the customer experience, Eric also outlines how Dish has been resolving issues before they impact customers through the use of Dynatrace.  

In this episode, we hear from Brian Rutherford, Director of Software Development at U-Haul. He outlines the complexities of managing a custom, and highly complex software ecosystem, as well as the challenges of keeping track of hundreds of thousands of vehicles that are constantly being transferred between millions of customers, across 21,000 locations. He also highlights how Dynatrace’s Session Replay capabilities allows U-Haul to visually replay the complete digital experience of any customer or employee using its software, giving them powerful insights into how applications are used and understanding problems that users encounter.

In this episode, we hear from Mark Kaplan, Senior Director, Information Technology at BARBRI. He discusses how the company continues to innovate in its online platform and why this innovation is so important to business success. He also highlights how automation and AI have freed up his team, so they can spend more time on technology development and innovation. 

In this episode, we hear from Jen Rolfe, Corporate Marketing Director at Dynatrace about the impact of COVID-19 on our own events team.

She discusses how virtual events can still lead to real human connections that have a lasting impact. Lastly, she outlines why remaining creative despite reduced physical contact is vital in our new digital world. 

In this episode, we hear from Kevin McNall, Director of Digital Projects and Practices at Rack Room Shoes, about the company’s digital transformation. He talks about how the company was able to support the shift to online during the pandemic, without a centralised distribution centre and within a very short period of time.

He also highlights how AI, automation and a laser like focus on digital customer experience has enabled the company to increase conversation rates by 25% and drive faster innovation. 

In this episode, we hear from Vitality Health CDO David Priestly about the revolutionary approach they’ve taken to proactive customer service. He explains how the company identifies performance problems in real-time and proactively reaches out to them to address the problem. This approach has helped Vitality health to improve customer loyalty and significantly reduce churn.

David also talk about how Vitality sped up innovation during COVID-19 to allow partners to be onboarded quickly despite the pandemic. This ensured customers could continue to earn and redeem rewards that were more relevant to the current situation.