The Uniscon company in Munich has sent us this timely and important warning note that – sure, our office is our home, is our kitchen, is our bedroom – but it is also the least secure of any aspect of our company data. In the same way as Wifi based home appliances are a gateway into our personal data – so our corporate laptop on the kitchen table is the same, into our company. They set out what you need to look for.
We review the latest CX Conference from the team at IQPC London, and ask; who needs hotels when you can join in from your own bedroom?
It’s not quite what it seems. And it may not be a case of “either/OR”…. Angela Johnson, Speaker at past Data conferences, messaged us to say that “she likes to do both, as both have relevance”. So that’s clear then; you get a lot from just listening to Speakers and delegate questions online, from the sanctity off your office desk or home study; and you get the benefit of impromptu conversations and competitor information, from the essential face/face conference format that we all know.
But life is different now. The Virtual Conference by necessity, will become the de rigeur essential format for any conference company from, now on, for two reasons. First, conference companies have to survive, and there remains an appetite from interested corporates in accessing experience and information, even if remotely. And second – this is too good an opportunity for additional revenues, at a time when all of us are increasingly habitualised into doing everything from our homes. Why travel to a conference, when we don’t even travel any more to our own office? Ha!
The trick, is to bring together the same expert elements, regardless. And this Telco CX, Customer Experience, event, – does not disappoint.
Speakers from some of the world’s most well known corporates, including BT, T-Mobile, and delegates from equally visible brands, exchange questions and answers.
At a time when my home WIFI is intermittent at best, I found the technology to bring people together, was seamless; I had easy access from my MacBook to the presentation screens, I could hear the speakers responses. And if I popped out to walk my dog, or make a cup of tea – well, I could always go online tomorrow and revisit the whole thing.
This conference, despite its apparent customers focus – was designed around the technology to deliver benefit, or the corporate process for delivering a consumer success. It differed from earlier events, which tended to be more HR oriented.
But unlike the more conventional personal conferences, I found that there are no distractions. You log onto a Virtual conference for a reason, and I found myself listening intently to each speaker.
I missed the opportunity to chat to vendors – but I saw this as a work in progress. There are substantial avenues for Content delivery and vendor outreach and I am sure that IQPC will be developing that in due course. I have already registered for the next one in May.
The cancellation of this year’s HIMSS 2020 – has left a hole for many vendors, as to how to reach out to their necessary market, and the reverse, how can hospitals and clinicians follow what is going on?
Every year we receive about one hundred or so requests for interviews and editorials, from PR companies and their healthcare clients. We take here what we feel are the most interesting of these and most relevant, and simply tell it like it is. We publish what they themselves have to say. And we invite you to make direct contact with the vendors concerned. Access to our report will cost you around $2.00, which goes towards our costs of putting the data together for you. And you can use our search bar on our site, to find any topic that might not be immediately visible that we might have spoken about here or earlier.
So.. here we go!
Ahead of Rare Disease Day (Feb 29), Ashley Yum has written to us, to offer us the opportunity to speak with Steve Costalas, CEO, HVH Precision Analytics, about how AI and machine learning are being used to help diagnose rare diseases faster and more accurately.
HVH Precision Analytics is a joint venture between the world’s largest health and wellness network Havas Health & You , and Vencore, and specializes in AI and machine learning data analytics.
At a time when take up of AI in healthcare is surprisingly low, this collaboration is looking at how AI/big data can identify symptoms of disease 3-5 years before diagnosis, – and using RWD and RWE to find undiagnosed patients in healthcare databases – and finally, – · leveraging data to support the rare disease community beyond diagnosis.
And they have some interesting side announcements, if you will…
95% of rare diseases do not have an FDA-approved treatment, significantly limiting treatment options for the 400 million people living with a rare disease.
7,000 rare diseases have been identified, but only 5% have FDA-approved treatments.
The total number of Americans living with a rare disease is estimated at between 25-30 million.
The average time it takes for rare disease patients to receive an accurate diagnosis is 4.8 years.
However, they are excited about the progress that’s been made in recent years thanks to AI, and they would love to share what they think is in store for the future.
Ashley can be contacted at; ashley.yum@HVHprecision.com
We look at the recent CX Network Conference in Stockholm and ask, maybe it’s more than that?
The next question, which I haven’t raised – is; well, if you are a small company, but you want to get bigger – well, is it just a matter of customer focus? Sorry to say, but the answer is alas No. But I think you knew that already, although some of the answers about attitude etc, might surprise you. I will come back to that one.
If you’re going to talk about Customer experience, then there is no better place to sit down at Fika time and chat with friends, – than anywhere in Sweden. Communal consensus and discussion in Scandinavia is a religion and disturbing any colleague as they break for lunch is like interrupting someone at Communion. But this is 10.30 in the morning.
So here we are; drinking our glass of milk and nibbling on our cake, and we are looking out across the water towards Gamla Stan. Pretty much all the big names are there; Vattenfall, Danskebank, Sweco, and I could go on. Each one looking at the alchemy of – how do you translate the act of dealing with a customer, into an actual repeatable experience that transforms your business to “stand out in a sea of sameness”.
And what the delegates and speakers say is that – customer experience does not start with the customer. It starts with the employee. The problems of employee engagement are bigger than the simple act by comparison, of reaching out to the guy whose payments to you, contribute towards your personal mortgage. If you cannot communicate your corporate focus and reason for existence, within your organisation, there is precious little chance of spreading your gospel beyond that.
In the past, this message has not been understood by management. It has translated into an act of self-harm called “Managed HR”, where numbers and individual performance, ie, measurable stats, have taken prime position.
The message here at this Conference, is that life has moved on. Engage with your own employee – and by default you will engage with your customer. You could say this is a triumph of human values over corporate monotony, but the key message from Stockholm and this CX Network event, is that if you can motivate and create an employee experience, then that individuality will take you beyond the “me too” of everyone else in your vertical market.
After launch we talked in small groups about the mechanics of this process, we talk about innovation, of being brave, of making mistakes in the way you communicate. The best presentations were those who were Ok to admit that “guys, we did not know where this would take us”.
And sure, this is not going to reach the heights of an away day at Disney. There will not be the emotion of a roller coaster ride. But there will be for sure the light-bulb moment.
But the bigger surprise is that this is a pan-market discussion; the usual vertical market focus of a typical CX Network event, has been surpassed by bringing everybody together from wherever they come from, from banking thru Energy, thru Retail, thru data and analytics – to HR. And perhaps that is the secret sauce of this meeting of minds. Ultimately, people are people, and human nature is human nature. Reach out to the individual – and you grow as a business. That’s how you do it.
We all agree that having healthcare standards is a great idea. But what if those standards no longer reflect society? We give a four-point RoadMap that every hospital and surgery should follow.
It’s a truth universally accepted that hospitals, and healthcare in general – are not keeping pace with the demands put upon it. The common excuse, equally universally trotted out – is that – well, – there are just too many people, too little funds. We all live too long, and there is less porridge for the three bears. Goldilocks will have to wait for the second sitting.
It’s a lovely story, if only it were true.
We look back at the recent IQPC Conference on the need for AI, within the legal profession, and ask – who needs this anyway?
It’s a stupid and naive question. Lawyers are the byword for heavy and voluminous documents and the search for precedence. You can argue that if anybody needs some sort of automated way to find the data that will get you out of jail – it is your lawyer. And whether this is criminal or private or commercial – the economics are clear; understanding and devising new ways to handle a legal process – and then automating it – can save billable hours.
And that is the question, and why this intriguing and intensive and experience lead two day event, was so critical – and explains why of all industries, the legal profession is the last to seriously take a peek under the hood, of the benefits of an AI process. In a market that so depends on its billable hours – why would you want to reduce your billable hours anyway?
It took a day of separate speeches and discussions and coffee networking – before on Day One, we reached this nadir. It was worth waiting for.
Key speakers and delegates from some of Europe’s leading brands, had flown in from across Europe and taken the DLR from across the road, to meet at Canary Wharf, and listen and contribute. A key strategy and benefit of an IQPC event is the informal inclusion. Nobody is afraid to say what they mean, and everybody understands that the more they contribute, the more they benefit, from everybody else.
In many ways, the informality belies it’s importance as a means of sharing important best practice. And this allows the delegates to ask the difficult questions. Day One, where we were present, allowed all parties to go beyond their earlier preconceptions that billable hours are the key essential, set that aside, and say :”well, there are other ways of doing this now”.
What is clear is that – unlike say financial services or Chief Data environments, the legal profession does not come to the table with a problem that it has to fix. People don’t use lawyers because they want to – it is because they have to. This has allowed the profession to do its own thing, in its own way. Up to a point.
Sure, this Conference was friendly, supportive. Key corporate legal decision makers rubbed shoulders with public sector movers and shakers. Networking around the water cooler on steroids if you will.
But what is clear, now, is that internal competition from one lawyer to the next – and also the growth and competence of Inside Counsel, has woken up the need to be more commercial. The need indeed for survival, in a real world, has finally kicked in.
We take an advance peek at the upcoming AI Legal Forum from the experts at IQPC, in London this week, and ask – where does AI fit into this very personal relationship-based industry?
The AI Legal Forum is rocking up at what should be already the centre of UK artificial intelligence. With its base for two days this week at the Hilton London Canary Wharf, the venue is surrounded by the movers and shakers in the banking and financial industries. If anybody depends on accurate use of data – it is them.
So we are in good company. The Forum already has some of the UK’s leading Legal Firms as Speakers, including a couple of large Media companies and PDA vendors. It is a broad church. And it needs to be,.
Reading through the nice announcements, what the Forum is there to do, is ask questions of its delegates rather than deliver information. Sure, there will be experience lead discussion – but as much can be gained from the feedback as the initial presentations from each leader or speaker.
A key element will be the redefining of how legal firms calculate their revenues, from what source. A major bugbear from customers who require legal advice is the constant focus on billable hours, and this is a key topic under discussion, as we move in to new ways of assessing client value.
It’s about time. But then, in the legal profession, you could say it has always been that way.
As the various Trade Fairs open their doors this month and next, we look at the best ways for vendors to communicate with their audience, and why do corporates keep making the same mistakes. And what else is there, that can replace it?
I am in my office and I am hit by the promotional email from the one of the many tech trade fairs in London, and there and is an invitation to watch an Interview. It is a topic I want to assess. So far so good – I click on their screen and away we go. After approx four minutes, my phone goes – I take the call – which generates other immediate calls, and further emails to back up the calls. The video interview is some eleven minutes long. I never reach the end of the interview. And I have no clue what the speaker is really trying to say.
I am walking past some trade stands at a financial services conference and the clearly important person, he is wearing a tie for God’s sake – is being professionally interviewed on video by a cool team of camera people, in black t shirts, cables and microphones strategically placed. It is a Lage Corporate thing, they have a big stand and enough money to use some space for an “interview area”. Nobody will actually view this interview either. It will be too boring and not say anything that you probably didn’t know already and above all – will not be engaging, because the important person is unlikely to have the personal skills to get people’s attention and then keep them engaged.
And yet – the concept of video as a means of communicating, despite being available for several years, has suddenly has become de rigeur, essential. At a time when we all recognise that PowerPoint no longer cuts it as a communicating device, and we all “get” that “seeing is believing”- the question is; why do so many companies get it so wrong? And are we seeing the end of what could have been a golden age, even before it has truly begun?
The answers are that we do not understand what are we trying to achieve by video – and that we are not talking about technology, but human experience and human nature. So, here are some essential pointers;
1. Quick and Dirty, actually works. Placing a camera on a table and just recording someone speak their words of wisdom, with minimal after editing, as long as it is short, clear, you say what you mean. 30 seconds is all it takes. It is ideal for Interviews where you are simply making a point. The file size is small enough to email out.
2. The classic CEO Interview does not work. The impression is one of an ego trip and it works against you in this age of saving money and austerity.
3. Use professional actors – even for the shortest project. They are trained to engage with their body language, style of speaking, choice of delivery. You may be a great sales presenter or tech consultant but the National Theatre and Hollywood have not called you. You have other gifts. Leave the delivery of your message, to people who are trained to do it. This is ideal for the longer Interview, where you want the discussion to retain attention, but never make this more than two minutes.
4. Use your new found friendly actors, to do the internal communication in your own company. Your biggest problem is more how to keep your own people engaged and motivated – than ever going get new business. Let the actors use humour and be original in how you do this.
5. Be clear before you start, what you want to achieve. Spend as much time on round table discussion with all involved, draw up flow charts, shopping lists, – as the time to takes to actually create the video script, shoot it, edit it and so forth. Remember- every battle is won, before it is ever fought.
6. Think about what else can keep people’s attention. In our business, we use Comic Books, to stimulate thought from our readers and visitors. Everyone wants to be a superhero. Make sure your storyline (ie, your message and point you are trying to make) – is compelling, and then let your Designer and Artist do their magic.
Ultimately – this is all about communication at a human level. Whatever the data or numbers or clever marketing analytics might suggest – the essential of business remains the individual and what they decide to do, as opposed to ending when you have found out who they are, and your ability simply to get to them.