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The New Normal
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The COVID-19 pandemic has drastically changed consumer behavior and has forced businesses to rapidly innovate their business models, customer interfaces, operations, and supply chains. While companies are temporarily forestalling their long-term digital transformation initiatives, they are aggressively working on short-term projects such as cloud migration, digital collaboration, and cybersecurity to enable a productive virtual workforce. As CXOs are taking a sigh of relief after tackling immediate issues, they are rightly asking: What’s next? How to prepare for the ‘new normal’? What can they do proactively to reinvent their business or to keep it afloat.
Please join this conference to learn about the digital transformation journey of your peers, how they have been able to keep their businesses afloat and thriving in this challenging business climate, and what initiatives they have embarked upon to address the new normal. This conference will provide you insights into where to focus, how to innovate, and how to leverage emerging technologies to grow your business and to protect your digital assets as the ecosystem turns virtual.
This conference brings together thought leaders and doers to discuss lessons learned and collaborate with each other to develop an action plan to navigate through the current crisis. Participants will include a mix of business, operations, and technology executives from different industry verticals. The single-track virtual summit will run a total of eight hours spread across two days.
This conference brings together professionals who recognize the crucial importance of digital in all aspects of the business, particularly in the new normal. The content is geared towards technology and business executives interested in driving the business into the digital age and leveraging digital to navigate the current crisis. Topic areas include:
- The Post-COVID New Normal
- Business Model Innovation
- Business Agility
- Supply Chain Optimization
- Virtual Workforce
- Digital Infrastructure: Key drivers and case studies
- Enabling Technologies – AI, Blockchain, IoT, Cloud, Cybersecurity
Who Should Attend
DigXchange offers valuable content and unprecedented networking opportunities for professionals who share common interests in digital transformation, business innovation, and emerging technologies.
- Presidents, VPs, and GMs
- Product Managers
- Supply Chain
- Venture Capital
- Executive Search
- Graduate Students
All times below are Eastern Standard Time (EST). Below is the conference agenda, talk summaries, and speaker bios.
Thursday, December 10
- Opening remarks 12:00 PM
- The thoughtful digitization journey:
Patient engagement and impacting behavior 12:30 PM
- Digital Transformation in Retail Banking - Past, Present, and Future 1:15 PM
- When virtual care simply becomes care 2:00 PM
- DevOps for digital transformation: Adaptability wins 2:45 PM
- Restore trust in phone calls in the post-COVID world 3:30 PM
- Day #1 closing remarks 4:15 PM
Friday, December 11
- Day# 2 opening remarks 12:00 PM
- The promise and potential of digital twins
for infrastructure 12:15 PM
- Digital transformation in the telecom industry 1:00 PM
- New interoperability rules unlock patient access
and innovation 1:45 PM
- Removing obstacles on & off the mat:
Yoga principles for removing CX obstacles 2:30 PM
- Conference closing remarks 3:15 PM
Abstract: Patient engagement is a promising new approach to ease care management and align it with behavior. With approximately 5% of individuals accounting for 50% of health costs, facilitating a patient’s care journey is critical, requires close coordination across teams, and personalized communication strategies designed to promote engagement, education and action. 70% of companies have embarked on the digitization journey and healthcare organizations are no exception. While some healthcare providers have begun to leverage consumer analytics to expand capabilities and services that are designed with the patient in mind, there is much more opportunity to positively impact patient care. Additionally, we are learning from healthcare digital pioneers that a thoughtful plan is required to make impact change that not only supports improved care outcomes but that can align patient behavior in support of that care. Key Discussion Highlights: – Understand digitization in healthcare provider organizations – Understand the concept of a “digital front door” that recognizes your patients as consumers – Define the technology roadmap needed to offer patients an integrated physical and digital experience – Transform critical engagement points by reducing the member burden with manual form completion pitfalls associated with (un)intentional design of digital experience.
Bio: Luke’s career has focussed on transforming healthcare by reducing cost, integrating innovation, and emphasizing healthy behavior. Luke’s expertise includes customer relationship management, digital transformation, value-based care, clinical integration, analytics, electronic health records, care management systems, health information exchange and data governance. As a strategic advisor, Luke partners with healthcare professionals, leaders, and front line staff, in complex healthcare environments. Luke is currently leading the health and life sciences solutions and partnership activities at Salesforce. Luke is passionate about bettering our health and serves on the board of directors of multiple health-focussed not for profit organizations.
Abstract: Retail Banking, as we know it now, was invented in the 14th century in Tuscany. Many of the basic concepts evolved slowly, until about a decade ago. Since then, several macro trends, including the Consumerization of Technology – the widespread consumer embrace of digital services – have accelerated the introduction and evolution of digital banking services. A decade in, while some of the low hanging fruit has been plucked, there is much more opportunity ahead. The best financial services providers are fundamentally re-thinking and re-engineering their services and customer interaction models.
In this talk, I establish some historical industry context, then cover macro trends providing the impetus for change, and what those changes will look like.
Bio: Ruby Walia is a C-level digital and technology leader with extensive experience in the Financial and Media & Entertainment industries. He is passionate about digital transformation that delivers exceptional customer experiences and commercial success. He is currently advising select fintech startups on product, technology, and commercial strategy.
Ruby has helped develop and execute transformational agendas at several Fortune 500 organizations. Notable examples include the dramatic growth of US digital customer acquisition at HSBC, the introduction of contextual banking, personal finance management, and conversational banking at TD Bank, the shift from print to mobile with attendant e-commerce at Dow Jones, and the digitization of content creation workflows and digital asset & rights management at Viacom.
Abstract: Years from now, when we look back on this moment, we will no doubt see it as the time when telehealth emerged from the shadows to assume center stage. The overnight “acceleration of digital transformation” during the COVID-19 pandemic is no longer news however the conversation is shifting from an immediate response to a longer term transformation. We must transition from the current reactive deployment of telehealth to the strategic, seamless integration of digital health into every part of the ecosystem. In doing so, healthcare will as usual be playing catch-up with the world of retail where “e-commerce” has long since become indistinguishable from “commerce.” A world where even online retailers view brick-and-mortar stores as simply part of a “one brand, many channels” strategy, where the consumer (and their mobile device) is at the center of a connected, data-driven shopping experience. With the pandemic serving as an urgent tailwind, we have a unique opportunity as the entire industry turns an eye toward the “new normal”. In this talk we will look at what elements of virtual care are currently showing promise as well as what hurdles we need to come together to solve for (interoperability, solution fragmentation, personalization). We look forward to putting our heads together across industries to support virtual care simply becoming care.
Bio: Chloé is is passionate about making innovative, evidence-based whole-person care more accessible through new technologies (and data!). Prior to joining Salesforce she spent the last 4 years scaling one of Canada’s leading virtual care providers, most recently establishing their Clinical Quality and Patient Experience Department. She has also coordinated a Home Palliative Care program, and practiced in Acute Medicine & Hematology-Oncology. She is based in Montreal, Canada.
Abstract: The goal of a digital transformation is to be able to react quickly and adapt to constant change, both expected and unexpected. In this talk, we will examine how the four key metrics of the 2019 State of DevOps report: Deployment Frequency, Change Failure Rate, Time to Restore Service, and Lead Time for Changes can be seen as a lenses into how to enable adaptability and as a result transformation and growth.
We have the math that proves that elite performers on the DevOps report measures are more than twice as likely to achieve their organizations performance goals, let’s talk about what that means for DX.
Bio: Dave Mangot is a leading web operations consultant, author, and speaker as the principal at Mangoteque. A DevOps veteran, Dave has successfully led transformations at companies such as Salesforce, SolarWinds, and Cable & Wireless. He is known for working with companies while helping them to develop, implement, and improve models of service delivery.
Abstract: In the past 12 months, American consumers have received 100 billion unwanted calls. The recent COVID-19 pandemic has only increased the number of new scams sent by bad actors, making phone users even more suspicious. As a result, individuals have stopped answering incoming calls from unknown numbers and have opted to use robocall blocking and screening apps, causing a delay in access to information from legitimate businesses to consumers. Organizations that deliver critical information, such as public health agencies, are facing difficulty reaching customers as a result of this rising distrust in voice calling. In order to restore their customers’ trust in voice calling, enterprises must implement new tools that leverage AI and analytics to enable digital transformation. Branded calling – a technology that displays enhanced caller ID information including logo and intent of phone calls – is a key way for organizations to pursue digital transformation and to help restore consumer confidence in incoming phone calls. Leveraging big data analytics, machine learning and call authentication technology, branded calling addresses the robocall problem by improving the call delivery ecosystem at all levels. Public health agencies must be able to update constituents about information, such as COVID-19 test results or contact tracing updates. Recent COVID-19 robocall scams can have a devastating impact on legitimate businesses, like public health offices, as they rely heavily on automated calling to communicate with customers and consumers. Especially in an effort to slow the spread of the disease, it is incredibly important for public health officials and other enterprises to contact constituents. For public safety staff, branded calling means the difference between delivering critical, time-sensitive information to constituents and being passed off as an incoming robocall. In 2019, TNS launched their branded calling solution Business ID, which allows enterprises to improve contact rates by displaying enhanced caller ID information on calls that have been authenticated using the STIR/SHAKEN call authentication framework. With this digital transformation technology, businesses are able to deepen customer engagement and restore their customers’ trust in voice calling. In this session, TNS Senior Director of Product Marketing Jim Tyrrell will discuss in detail: – New data extracted from more than 1 billion daily call events to provide insight into the challenges enterprises face curbing robocalls during the COVID-19 pandemic – The role of advanced analytics and machine learning in decreasing unwanted robocalls – Why deploying a branded calling solution is integral to an organization’s digital transformation journey – Lessons learned from enterprises’ deployment of the Business ID solution – How enterprises use call authentication and what that entails – How public health agencies can leverage branded calling to ensure communication of critical information with higher levels of call delivery.
Bio: Jim Tyrrell joined TNS in July 2018 as Senior Director of Product Marketing with specific responsibility for the organization’s Wholesale Telecoms solutions. In this role, Jim takes the lead on TNS’ product marketing activities, working closely with the wider product team and colleagues in sales, marketing and operations, among others. A telecommunications industry veteran, Jim has also spent time in senior roles with Comcast Business, Siemens Enterprise Communications (now Unify), Verizon and XO Communications.
Abstract: Planet Earth had taken a “breather” during the early days of the pandemic. Cities had become less polluted, traffic jams had eased, and nature was re-establishing itself.
Will our post-pandemic world continue us down our previously unsustainable path of consumption and urbanization? The infrastructure deficit: The gap between what we need and what we can afford is increasing. Digital Transformation and, specifically, Digital Twins can help bridge this deficit.
Learn how digital twins can deliver smart and sustainable infrastructure that can improve the quality of life for all of us on this planet.
Bio: Bhupinder Singh is the founding partner and principal at InTwin Insights, a company providing digital transformation services to the Infrastructure Industry.
Prior to InTwin Insights, Bhupinder spent 26 years with Bentley Systems, a leading Infrastructure Engineering software solution provider. His most recent role was Chief Product Officer and was a part of the executive team that led Bentley to a successful IPO in September 2020. His prior roles at Bentley included: senior vice president of Bentley Software, senior vice president of the Platform Products Group, and managing director of sales for Bentley South Asia.
Bhupinder has also held various software engineering positions at Montgomery Watson (now Stantec), Bell Labs, and Intergraph Corporation.
Bhupinder holds a master’s degree in computer science from Rutgers University and a master’s degree in structural engineering from Vanderbilt University. He also has a bachelor’s degree in civil engineering from the Indian Institute of Technology, New Delhi, and a management certificate from the Wharton School of Business at the University of Pennsylvania.
- Digital Transformation: What it means
- Evolutionary vs. revolutionary transformation
- Technology enablers
- General technology enablers vs. telecom specific enablers (e.g., 5G)
- Examples and real life cases (where applicable)
- Conclusions and lessons learned
Abstract: On March 9, 2020, the US Health an Human Services (HHS) finalized rules to provide patients more control of their health data. These two transformative rules require both public and private entities to share health information between patients and other parties while keeping that information private and secure. In announcing the final rule, Don Rucker, M.D., national coordinator for health information technology, noted that “a core part of the rule is patients’ control of their electronic health information which will drive a growing patient-facing healthcare IT economy, and allow apps to provide patient-specific price and product transparency.” The rules aim to increase innovation and competition by fostering an ecosystem of new applications to provide patients with more choices in their healthcare. In this presentation we unpack what lies beyond the next few months/years of complying with the rules and explore what it means for patients to have the ability to manage their health data in the same way they do other parts of their life. How do these new rules reinforce the position of the patient/consumer and augment the relatively recent consumerism within the healthcare and life sciences industry. We will examine the impact of the new rules through a futuristic lens.
Bio: Cynthia is currently on the Healthcare and Life Sciences Solutions team at Salesforce where she conducts opportunity analysis, market sizing, and competitive intelligence initiatives. Previously, Cynthia worked as a Technology Research Specialist contributing to the development of research assets at Accenture Research. Prior to joining Accenture, she worked for Software.org, an international foundation, engaging with governments in a dialogue about innovation-enabling policies and partnering with leading organizations to expand the technological workforce of the future. Before Software.org, she was the policy analyst for the Association for Computing Machinery (ACM), leading all their policy initiatives, including on algorithmic transparency and accountability. She has a master’s degree in International Science and Technology Policy from the George Washington University and a bachelor’s degree in Political Science from the University of Central Florida.
Abstract: Central to continued growth and sales in today’s omnichannel universe is the need to have a customer-centric strategy. Yet, aligning how backend systems and front-end experiences harmonize to achieve that objective can be a daunting task.
Inspired by principles of yoga, Lisa will share examples based upon leading digital transformations for Fortune 500 companies that can be used to help you create harmony in the often chaotic and stress-inducing process of building customer engagement opportunities across channels, platforms and devices.
In this session you will learn:
- An easy-to-remember model for creating a CX strategy
- Tactics, you can apply for creating the experience
- Principles, which can be applied both on and off the mat to help you manage the complex CX journey ahead of you
Bio: Lisa Trager helps organizations develop and execute digital strategies for an omnichannel world. As a consultant and the Principal of Content in Motion, she oversaw Content Strategy solutions for enterprise initiatives on the agency and client side in the healthcare, pharmaceutical, financial, consumer goods, and government sectors. Currently, she works as Lead Experience Manager in Digital Operations at Verizon, where she applies her extensive knowledge and expertise in creating customer-centric experiences related to Service & Support.
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