What If? So What?

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 | In this episode, Ron Gaines, senior manager of marketing technology and analytics at Sunbelt Rentals, joins the show to discuss the evolving landscape of equipment rentals and the critical role digital transformation plays in it.  Ron shares insights into how Sunbelt Rentals is adapting to meet changing customer expectations, the importance of value communication, and the challenges of integrating digital tools with traditional sales tactics. He also offers valuable advice on staying connected with customers and ensuring that the job is truly done from start to finish.

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 In this episode of the What If, So What podcast, Jim Hertzfeld speaks with Todd Unger, Chief Experience Officer of the American Medical Association and author of "The 10-Second Customer Journey." 

The conversation uncovered valuable insights on customer experience (CX) and its impact on business growth. Unger emphasized the importance of adapting to the rapid pace of customer decision-making in today's digital landscape and highlighted the need for organizations to unify their approach to customer experience, breaking down silos between product, marketing, commerce, and service departments. They discussed how small changes can lead to significant conversion rate increases, and that measurement is a critical aspect of CX strategy. 

Unger introduced the concept of a "customer friction index" and discussed the use of automated tools to identify pain points in real-time, such as detecting "rage clicks" on websites. The two also discussed alignment between marketing and CX initiatives, with a focus on growth while maintaining the operational capability to address day-to-day customer issues. 

The conversation underscored that effective CX is not just about high-level strategy but requires rolling up sleeves and tackling concrete problems that impact customer satisfaction and, ultimately, business growth. 

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In this episode, Jim Hertzfeld explores the convergence of the communications, media, and technology (CMT) industries with guest Kevin Colletti from Perficient. Jim and Kevin discuss how digital transformation is reshaping these industries, from bundled consumer services to the impact of 5G and IoT on businesses. Kevin offers practical advice for companies navigating this rapidly evolving landscape, providing listeners with a glimpse into the future of digital connectivity and its wide-ranging implications.

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In this episode of “What If? So What?,” Jim chats with digital strategist Kevin Espinosa about the evolving landscape of manufacturing. Drawing from his diverse career experience, Kevin discusses major challenges facing the industry today, including supply chain issues, inflation, and labor shortages, while highlighting the transformative potential of connected products and the IoT. The conversation emphasizes the importance of customer-centric strategies, clear corporate goals, and cross-enterprise collaboration in navigating digital transformation in manufacturing.

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In this compelling episode, host Jim Hertzfeld welcomes Carolyn Henry, vice president and general manager of Americas regional marketing at Intel. Together, they explore the pivotal role of semiconductors in the digital age and their fundamental impact on various industries and everyday life. Carolyn provides an in-depth look at Intel's groundbreaking work in AI and edge computing and reveals how these technologies are set to transform the future.

The conversation takes an inspiring turn as Carolyn shares her passionate views on gender equity in tech. Highlighting the undeniable benefits of diverse teams, she delves into the steps needed to achieve gender parity and how Intel is leading the charge. This episode is packed with insightful anecdotes, practical advice, and a visionary outlook on the digital future and equitable workplace. 

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In this episode of "What If? So What?" Jim Hertzfeld sits down with Bradie Speller, a seasoned expert in the intersection of technology and organizational behavior, to dive deep into the concept of socio-technical systems. Bradie, who has a rich tech history going back to the early days of personal computing, discusses the evolution of technology from bulky mainframes to the sleek devices we use today. He emphasizes the crucial role of training and development in leveraging technology for business efficiency. The discussion centers on the essential integration of human capabilities with technological advancements to drive real change and productivity in any organization.

Meet our guest: 
Bradie Speller is a seasoned executive with more than 25 years of experience in global strategy and transformation for Fortune 500 companies. He excels in leveraging human capital with business operational needs to drive bottom-line results for global enterprises. Bradie specializes in digital transformations, organizational restructuring, and M&A integrations, with a strong focus on diversity, equity, and inclusion.

His leadership in digital adoption and organizational change has spurred growth, streamlined productivity, and saved millions for both profit and non-profit organizations. A thought leader in change and growth strategies, Bradie is committed to philanthropy, sustainability, and poverty reduction, advising a non-profit NGO and a cleantech firm. He volunteers with Big Brothers Big Sisters, leads a radical mentoring community, and is an accomplished musician. 

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In this episode of "What If? So What?" Jim talks with Neelima Sharma, the Senior Vice President of Ecommerce, Digital, and Technology at Lowe’s. They discuss the challenges and successes of transforming the retail industry through digital innovation. Neelima highlights the importance of teamwork, trust, and a customer-centric approach in driving the company's growth. And also emphasizes the significance of personalization and building long-term relationships with customers, especially in the home improvement sector. The conversation touches on topics such as the impact of COVID-19 on retail, the role of AI and human intuition in decision-making, and the importance of accurate inventory management. Overall, the conversation provides valuable insights into the strategies and mindset required for successful digital transformation in the retail industry.


Connect with, Neelima Sharma, the Senior Vice President of Ecommerce, Digital, and Technology at Lowe’s

Connect with our host Jim Hertzfeld, Vice President, Strategy for Perficient

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In this episode, Jim welcomes Claus Torp Jensen, a seasoned expert in digital transformation and innovation, to discuss the fascinating realms of ambient computing and digital twins. Claus shares his insights on how these technologies are transforming industries, the importance of a proper mindset for innovation, and the critical role of storytelling in driving change. Jim and Claus also delve into the confluence of factors that have brought these technologies to the forefront and the challenges companies face in adopting them.

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In this episode, Jim Hertzfeld sits down with Mike Kosiek, technology product director at a Fortune 100 retailer, to explore the technological innovations shaping 2024 and beyond. The two delve into a discussion that spans practical applications of emerging tech to speculative technologies that could redefine industries.

 Discussion Highlights:

 ·        Retail Wisdom and Tech Innovation

·        Personalization and Real-Time Applications

·        Strategic Investments in Speculative Technologies

·        Exploring Digital Twins and Augmented Reality

·        The Potential of Blockchain

·        Understanding the Metaverse

·        Navigating the World of Cryptocurrency and NFTs

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 In this episode of "What If? So What?" host Jim Hertzfeld sits down with James Hannis, the visionary chief architect at Cardinal Health. With a legacy in retail, James brings a unique perspective to the transformation of patient care through digital innovation. Dive into a discussion about the fusion of healthcare and retail strategies, the personalization of patient care, and the speed of service delivery that today's healthcare consumers expect. 

Episode Highlights:  

• James describes his background in retail and how it shapes his approach at Cardinal Health 
• The complexity of catering to diverse healthcare personas and ensuring tailored experiences 
• The challenge of applying retail marketing strategies within the privacy-sensitive healthcare industry 
• Insights on leveraging speed and agility to improve customer engagement in a B2B healthcare setting
• The evolution of Cardinal Health's digital platforms to meet the ever-changing landscape of healthcare distribution and patient interaction  

Timestamps:  
0:58 – Introducing James Hannis and Cardinal Health 
2:28 – The shift toward personalized healthcare experiences 
4:56 – Adapting retail speed to healthcare delivery 
6:39 – Overcoming privacy and tech hurdles in health personalization 
8:38 – James's advice for embracing digital speed in traditional businesses