What does it take for new technology to stick inside a people-first business? David Wright speaks with Ankur Anand, Group CIO and Member of the Executive Council of Harvey Nash, about framing AI around real business problems and bringing people into every decision. Ankur traces his path from Citibank and ManpowerGroup to Harvey Nash. He explains why clean data, human…
Luxury brands once sold themselves on product alone. Today, brand experience is the differentiator, and Chad Anderson, Head of Customer Care and Roadside Operations at Mercedes-Benz USA, sits at the center of that shift, turning service calls, dealership visits and customer data into a single view of loyalty. Chad also walks through the years that shaped him: starting on the…
Most patient experience data never becomes learning. It gets collected, filed, and forgotten, instead of turned into the improvement it was meant to drive. Claire Marshall, Founder of Improving Experiences Ltd, spent three decades inside the NHS closing that gap, and argues most organizations already have everything they need. They just aren’t using it. Claire reflects on three decades in…
An executive carries a reputation built on credentials and results. David Wright talks with Tricia Gray, Chief Executive Officer of Aditus Partners, about what leadership actually requires, and turning personal loss into a legacy of storytelling and connection. KEY TAKEAWAYS 00:00 Introduction to Tricia Gray and her journey from personal trauma to executive leadership. 02:28 Tricia introduces Aditus Partners and…
Boyden has spent decades building trust as the world’s oldest executive search firm. Gary Pikul, its CTO, joins David Wright to break down the AI threat now testing that trust. He unpacks AI-driven impersonation scams in recruiting and the career risks that shaped his path to the C-suite. From a bike-riding analogy to a career-defining early mistake, Gary makes the…
So many digital investments in healthcare fail to solve the problem they were meant to fix. Jessie Gungor, CNIO of Central and North West London NHS Foundation Trust, joins David Wright to explore why, and shares why he believes digital leadership belongs to every member of a care team, not just senior staff. KEY TAKEAWAYS 00:00 Introduction. 02:31 The role…
Healthcare AI often gets scrutinized at the front door. The real risks live downstream in workflows and handoffs no one is watching. Dr. Ami Bhatt, Chief Innovation Officer of the American College of Cardiology*, joins David Wright to unpack the governance gap in healthcare AI and where systems need to look. KEY TAKEAWAYS 00:00 Introduction. 02:24 Ami names the governance gap in healthcare…
Recorded live at the CCW Las Vegas show floor, David Wright sits down with Sarina Swan, Sr. Director, Customer Contact Center of Vitalant, and Chad Anderson, Head of Customer Care and Roadside Operations of Mercedes-Benz USA, to unpack culture, AI adoption and customer experience. Sarina speaks to the upside once things are working, and Chad flags the prerequisite — you can’t skip the culture/process…
David Wright talks privacy, AI and customer experience with Jason Frame, Chief Information Officer of Southern Nevada Health District, and Aaron Johnson, Interim Chief Marketing Officer of Penn Medicine, University of Pennsylvania Health System, live from CCW Las Vegas. Jason and Aaron bring perspectives from healthcare IT and marketing leadership, showing how problem-solving culture and privacy-first thinking shape the customer journey…
Antrea Dowd of HCA Healthcare, Shmuel Saklad of B&H Photo Video, and Dale Sturgill of Memorial Hermann Health System join David Wright live from CCW in Las Vegas to explore how AI is reshaping contact centers, workforce development and the patient experience. Antrea explains how HCA is bridging the healthcare workforce gap by upskilling employees and using AI to move…
