CXOTalk

Modern customer engagement means using data and analytics to create personalized, relevant, and timely interactions across every channel.Because customer engagements occur at every point in the buying cycle — from initial contact to ongoing customer support — getting these interactions right is essential to improving customer satisfaction, loyalty, revenue, brand experience, and customer lifetime value.To learn how to create great customer engagement, we spoke with Dan Bodner, CEO and Chairman of Verint (NASDAQ: VRNT). Dan has served as CEO of Verint since its inception in 1994. In August 2017, he became chairman of the Board of DirectorsIn this conversation, we cover the following topics:-- What is customer engagement?-- How can business leaders drive customer engagement?-- Role of platforms and data in customer engagement-- Typical challenges to creating a seamless customer experience-- How does customer engagement improve business outcomes?Read the complete transcript: https://www.cxotalk.com/video/what-customer-engagement-why-should-you-care

Writing a book is hard but selling it can be even harder. To help navigate this process, Mark Gottlieb, one of the top literary agents in New York shares practical advice on marketing and selling your book.Read the full transcript: https://www.cxotalk.com/episode/how-negotiate-book-publishing-contract: Subscribe to our newsletter and receive updates on new shows: https://www.cxotalk.com/subscribeThe discussion covers these topics:-- How can authors get a publishing contract?-- Is a literary agent essential?-- How can authors find a literary agency?-- How does a literary agent evaluate authors?-- How do publishers decide author advances and royalties?-- How can an author command a higher advance and royalty?-- What is an author’s “platform”?-- Do publishers and agents follow submission guidelines?-- Why is a literary agency important?-- Can non-fiction authors become rich from selling a book?-- What makes a book popular?-- How can new authors find a literary agent?Mark Gottlieb is a prominent literary agent working at literary agency Trident Media Group in New York City. He has ranked highly among literary agents across the industry for overall number of deals and other individual categories. While at Trident Media Group, Mark Gottlieb has represented New York Times bestselling authors as well as major award-winning authors. He has optioned and sold numerous books to production companies and studios for film and TV adaptation.

Zero trust security has become a topic at the forefront of IT and security-related conversations. Zero trust puts an end to compromised identities. In today’s hybrid work environment, CIOs and security leaders must understand zero trust strategies and architecture to ensure the safety of networks, devices, applications, and users.To learn about zero-trust, CIOs must understand how traditional networks operate, the challenges involved in becoming a zero-trust network, and techniques that work with the zero trust model.In this conversation, Anand Oswal from Palo Alto Networks, explains how zero-trust security transforms the way applications and users are protected from internal and external threats.The conversation includes these topics:What is zero trust security?-- Enterprise security challenges and zero-trust-- How can CIOs create a zero-trust environment?-- Advice to Chief Information Officers on zero-trust strategyBe sure to read the complete transcript:https://www.cxotalk.com/video/what-zero-trust-securityAnand Oswal serves as Senior Vice President and General Manager at cyber security leader Palo Alto Networks where he leads the company’s Firewall as a Platform efforts. Prior to this, he was Senior Vice President of Engineering for Cisco’s Intent-Based Networking Group and he holds more than 60 U.S. patents.

The economy is shifting relentlessly from a manufacturing-based to a service economy. What does this mean for the CIO role and how should Chief Information Officers prioritize their planning and investments for 2022?Rashmi Kumar, the Chief Information Officer for Hewlett Packard Enterprise (HPE), explains what you need to know and shares her views on CIO planning and investment strategy, customer-facing priorities, women in technology, mentoring relationships, and more.This conversation includes the following topics:-- CIO role and serving external stakeholders-- Key components of the CIO organizational operating model-- Cross-departmental communication inside the organization-- CIO priorities in 2022-- How did the pandemic change IT leadership?-- Women in tech: Female CIO in a male-dominated field-- What are the characteristics of a good mentee?Subscribe to our newsletter: https://www.cxotalk.com/subscribeRead the complete transcript and watch related CXOTalk shows: https://www.cxotalk.com/episode/cio-planning-investment-strategy-2022Prior to her roles at HPE, Rashmi has more than 25 years of experience serving in CIO and CTO roles for many Fortune 50 companies like McKesson, Southern California Edison, Toyota, and Tata Steel.

What is the future of work? It’s a question that’s important to Johnny C. Taylor, Jr., President and Chief Executive Officer of SHRM, the Society for Human Resource Management. Today's workforce is more mobile, transparent, collaborative, and inclusive than ever before, making leadership a challenging and crucial priority for HR professionals.Subscribe to our newsletter: https://www.cxotalk.com/subscribeRead the complete transcript: https://www.cxotalk.com/episode/how-prepare-future-workIn episode #720 of CXOTalk, Taylor discusses how business leaders, government policymakers, and HR professionals can navigate the evolving future of work.We discuss the following topics:-- SHRM and the book “Reset”-- Future of work trends: What are the key issues?-- HR, innovation culture, and talent strategy-- How to create a culture of innovation?-- Who can be an organizational change agent?-- How to create a culture of empathy?-- Equality, equity, and fairness-- Diversity and inclusionAbout Johnny C. Taylor. With over 300,000 members in 165 countries, SHRM is the largest HR professional association in the world, impacting the lives of 115 million workers every day.Mr. Taylor's career spans over 20 years as a lawyer, human resources executive and CEO in both the not-for-profit and for-profit space. He has held senior and chief executive roles at IAC/Interactive Corp, Viacom's Paramount Pictures, Blockbuster Entertainment Group, the McGuireWoods law firm, and Compass Group USA. Most recently, Mr. Taylor was President and Chief Executive Officer of the Thurgood Marshall College Fund. He was appointed chairman of the President's Advisory Board on Historically Black Colleges and Universities and served as a member of the White House American Workforce Policy Advisory Board during the Trump Administration. He is a Trustee of the University of Miami, Governor of the American Red Cross, and member of the corporate boards of Guild Education and iCIMS. He is author of the book Reset: A Leader’s Guide to Work in an Age of Upheaval.

Professional sports organizations are transforming as customer and fan expectations evolve, all enabled by digital technologies. To learn more about customer experience, we speak with Jonathan Becher, president of Sharks Sports & Entertainment LLC, the parent organization of the NHL’s San Jose Sharks hockey team and three ice sport facilities in Silicon Valley.Subscribe to our newsletters: https://www.cxotalk.com/subscribeRead the complete transcript: https://www.cxotalk.com/episode/customer-experience-professional-sports-entertainmentThe conversation includes these topics:-- What are customer experience and fan experience?-- Problems with transactional customer experience-- How to build and measure customer loyalty-- Managing budget constraints and customer experience-- Business goals of Sharks Sports & Entertainment-- The home team advantage and customer experience-- Managing difficult strategic objectives-- How to create a community and build customer engagementPrior to joining Sharks Sports & Entertainment, Becher spent a decade at SAP in a variety of senior roles, including Chief Marketing Officer and Chief Digital Officer. A three-time CEO, Becher is a frequent speaker at technology industry events, and is a regularly published author on a variety of topics, including the popular blog Manage By Walking Around http://jonathanbecher.com.

We’re in the middle of a healthcare revolution – and artificial intelligence is going to make the difference. AI can help us diagnose diseases faster, deliver care more effectively, improve outcomes, and increase accountability.To learn more, we speak with Kimberly Powell, vice president of healthcare at NVIDIA, and Daniel Kraft, a Stanford and Harvard trained physician-scientist, inventor, entrepreneur, and innovator serving as Chair of the XPRIZE Pandemic Alliance Task Force.The conversation covers topics including the impact of AI and natural language processing (NLP) for healthcare organizations, electronic medical records, healthcare AI startups, and much more:-- AI and machine learning in healthcare-- AI in drug discovery and development-- Why AI is important in healthcare-- Obstacles to adoption of AI in healthcare-- How to democratize healthcare data and healthcare ai-- Managing security and privacy of healthcare data-- Data science and bioinformatics-- Educational resources for healthcare AI startups-- Clinical decision support and trusted AI systems-- How AI will change healthcare and medical practiceRead the complete transcript: https://www.cxotalk.com/episode/how-can-ai-improve-healthcareSubscribe to our newsletter to learn more from the world's top innovators: https://www.cxotalk.com/subscribeNominate a guest to appear on CXOTalk: https://www.cxotalk.com/nominate

Modern drug discovery relies heavily on predictive analytics, artificial intelligence, and machine learning. As a result, many large pharma and biotech companies are using data science to drive innovation in drug discovery. We speak with Dr. Bülent Kızıltan, Head of Causal & Predictive Analytics • Data Science & AI at the Novartis AI Innovation Center to learn more about the pharmaceutical industry.Read the complete transcript and see other CXOTalk interviews: https://www.cxotalk.com/episode/data-science-predictive-analytics-ai-drug-discovery-novartisSubscribe to our newsletter: https://www.cxotalk.com/subscribe The conversation includes a discussion of these topics:-- AI and data science in pharma-- Talent management and diverse teams in pharma-- Using AI and data science in drug discovery and precision medicine-- Challenges in drug discovery and precision medicine-- How Novartis engages community around AI awareness-- Managing bias in data science and AI-- What are the differences between lab-based and AI-based approaches to drug discovery?-- Advice to business leaders on managing AI teamsDr. Bülent Kızıltan is a scientist and an executive who drives innovation by combining an entrepreneurial mindset with scientific excellence. Currently, he is leading innovation efforts focused on Causal and Predictive Analytics at Novartis. Dr. Kızıltan holds a PhD in astrophysics with a focus on applied mathematics, two MSc degrees in astronomy and astrophysics with a focus on statistics, and graduated summa cum laude as valedictorian with a BSc in physics.

Scott O’Neil is one of the top sports and entertainment CEO's in the world. In this episode of CXOTalk, he shares practical and personal lessons on how to lead and grow a team. Scott's new book is called Be Where Your Feet Are.The conversation covers these topics:-- About Scott O'Neil and the book: “Be Where Your Feet Are”-- The struggle for authenticity-- Lessons from a sports and entertainment CEO-- Managing high-performing talent-- Impact of negative social media on high performers-- “My true love is building teams and developing talent”-- How to manage psychological well-being for high-performance and professional athletes?-- What is a purpose-driven enterprise?-- Scott O’Neil on blockchain-- How does a company develop its ethics and corporate culture?Scott O’Neil is the former Chief Executive Officer of Harris Blitzer Sports & Entertainment. A decade-long Alternate Governor for the NBA and NHL, O’Neil was acting CEO over all properties in HBSE’s dynamic, global portfolio, including marquee teams, the NBA’s Philadelphia 76ers and NHL’s New Jersey Devils. He is also the Co-Managing Partner and Founding Board Member of Elevate Sports Ventures, a best-in-class sports and entertainment consultancy founded in partnership between HBSE, the San Francisco 49ers, Live Nation, Ticketmaster and Oak View Group. A former President of Madison Square Garden Sports, O’Neil was the key architect in some of the largest venue sponsorship deals in history, while overseeing the iconic New York Knicks (NBA) and New York Rangers (NHL).

Workday’s Chano Fernandez is in a unique position to discuss the changing landscape of our workforce, remote work, and the future of work. As co-CEO of Workday, Fernandez leads the company’s journey to provide software that helps organizations manage and grow their workforce.The wide-ranging conversation with Chano covered these topics:-- What do customers expect from Workday?-- Hybrid work and work from home-- How Workday builds corporate culture despite hybrid work and work from home-- Importance of culture to Workday’s CEO-- How important is employee experience to Workday?-- What is a purpose-driven enterprise?-- How does Workday measure achieving cultural goals?-- Diversity and inclusion at WorkdayChano Fernandez is co-CEO at Workday and is responsible for the entire customer relationship, which spans acquisition, services, customer success, and customer support. He is also a member of the company’s board of directors.