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AI is revolutionizing personalization, but are you using it effectively? David Edelman, author of "Personalized: Customer Strategy in the Age of AI," reveals how to leverage AI for genuine customer connection, not just intrusive marketing.
In CXOTalk episode 857, Edelman, a senior advisor at Boston Consulting Group (BCG) and Harvard Business School professor, shares practical strategies for building a customer-centric organization and maximizing customer lifetime value. Discover the five promises of personalization and how to overcome common challenges like data silos. Learn how CMOs can lead the charge in AI-driven personalization, becoming strategic growth drivers.
Watch now for actionable insights and real-world examples to transform your customer relationships in the age of AI.
#AI #Personalization #CustomerExperience #CX #Marketing #DigitalTransformation #cxotalk -
AI and data science experts Dr. Anthony Scriffignano and Dr. Satyam Priyadarshy join Michael Krigsman for a candid discussion on the practical realities of AI implementation. They debunk the myth of AI as a magic bullet and explore what truly drives success in AI projects and the common pitfalls that lead to failure.
Learn how to address critical challenges like confirmation bias, data quality issues, communication gaps between data scientists and business leaders, and the ethical considerations of synthetic data. Discover practical strategies for building a data-driven culture, managing computational costs, and maximizing the value of your data science initiatives. This episode is a must-watch for business and technology leaders seeking to leverage AI effectively.
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In episode 855 of CXOTalk, we talk with Dan Bodner, Founder and CEO of Verint, to explore how artificial intelligence is transforming customer experience (CX) automation in contact centers.
The conversation presents practical strategies for CX Automation: integrating AI to enhance customer satisfaction, reduce operational costs, and convert contact centers into revenue-generating assets.
Dan shares real-world examples, such as automating call summaries with AI to improve efficiency and using AI-powered coaching bots to assist agents in real-time. By embedding AI into existing workflows, companies can augment their workforce seamlessly, leading to more effective operations and better customer experiences.
Key Takeaways:
Enhance Customer Experience and Efficiency with AI: Implement AI solutions to automate routine tasks, allowing agents to focus on delivering personalized service.Seamless Integration of AI Tools: Embed AI into current processes to assist agents without disrupting their workflow.Augment, Don't Replace, Human Agents: Use AI to support and enhance agent capabilities, fostering effective collaboration.Start Small and Scale Up: Begin with limited AI initiatives to quickly demonstrate value and expand based on measurable outcomes.About Dan Bodner:
Dan Bodner is the Founder and CEO of Verint, a leading Customer Experience Automation company. Since starting Verint in 1994, Dan has been at the forefront of leveraging AI to revolutionize customer engagement, helping organizations enhance satisfaction while optimizing costs.
Don't forget to subscribe to CXOTalk for more expert discussions on leadership, AI, and the digital economy!
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Read transcript and key points: www.cxotalk.com/episode/what-is-cx-automation
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If you found this video valuable, please like, share, and leave a comment below. We'd love to hear your thoughts!
#CXAutomation #AI #CustomerExperience #Verint #ContactCenter #CXOTalk #ArtificialIntelligence #BusinessGrowth #DigitalTransformation #CustomerSatisfaction -
Ready to explore the mind-bending world of Agentic AI and its impact on the future of work?
In CXOTalk episode 854, Michael Krigsman talks with Babak Hodjat, Cognizant's CTO of AI, to unravel the mysteries of AI agents, evolutionary algorithms, and the potential for robot armies to reshape our world.
Discover:
What are AI agents, and why are they like mini robot armies? Learn how multi-agent systems are revolutionizing AI and offering advantages over traditional approaches.Can robots learn to walk in a world where trees float? Explore the fascinating world of evolutionary AI and its applications in website optimization, robot locomotion, and more.How do we prevent AI bias and ensure responsible development? Hodjat tackles the crucial ethical considerations of AI and the need for human-centric design.What does the future hold for businesses in the age of agentic AI? Get a glimpse into a future where interconnected AI agents collaborate to achieve complex business goals.Babak Hodjat, a pioneer in AI and one of the inventors of Siri's natural language processing, demystifies complex AI concepts and offers practical insights for business and technology leaders.
Don't miss this opportunity to explore the future of AI and its transformative potential!
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Episode page: https://www.cxotalk.com/episode/inside-the-advanced-ai-lab-agents-robots-and-levitating-trees
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Want to understand the power of agentic AI and how it can transform your business? In episode 854 of CXOTalk, Michael Krigsman sits down with Praveen Akkiraju, Managing Director at Insight Partners, to explore the exciting world of AI agents.
This episode simplifies complex concepts, helping you understand AI agents' potential for automating tasks, boosting efficiency, and unlocking innovation. We explore real-world applications, the crucial role of data infrastructure, and the importance of trust and transparency in agentic AI systems.
Plus, we address those burning questions about the impact of AI on the future of work.
Listen to this episode to learn:
-- What agentic AI is and how it differs from traditional AI
-- Practical applications of AI agents in various industries
-- Key considerations for evaluating and implementing agentic AI solutions
-- How to build trust and transparency into your AI systems
-- The potential impact of agentic AI on jobs and the workforce
Don't miss out on this essential discussion about the future of AI in the enterprise!
Subscribe to CXOTalk for more insights from leading experts in the tech industry!
🔷 *Subscribe:* www.cxotalk.com/subscribe
🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/what-is-agentic-ai-intelligent-agents-and-autonomous-workflows
🔷 *LinkedIn:* www.linkedin.com/company/cxotalk
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In Episode 852 of CXOTalk, host Michael Krigsman explores enterprise AI strategy with guests Anindya Ghose, Professor at NYU Stern School of Business, and Ravi Bapna, Chair Professor at the University of Minnesota's Carlson School of Management.
What You'll Learn:
The "House of AI" Framework: Understand the foundational pillars—data engineering, descriptive analytics, predictive analytics, causal analytics, and prescriptive analytics—that form the basis of successful AI strategies.
Building a Strong AI Foundation: Learn why allocating 70% of resources to data cleaning and preparation is crucial for AI success.
Overcoming Barriers to AI Adoption: Discover how to address the "three I's"—inertia, ignorance, and lack of imagination—that hinder AI implementation in organizations.
Leveraging AI for Competitive Advantage: Explore techniques like transfer learning and fine-tuning to maximize AI benefits, even with smaller datasets.
Addressing AI Ethics and Bias: Gain insights into proactive measures for de-biasing AI models and ensuring fairness and equity in AI outputs.
Cultivating an AI-Ready Workforce: Find out how to upskill your team and foster a culture that bridges the gap between technical capabilities and business leadership.
Learn from two leading academics collaborating on AI initiatives with over 200 companies globally.
Stay Connected:
🔷 *Read transcript on CXOTalk site: https://www.cxotalk.com/episode/enterprise-ai-strategy-algorithms-and-ecosystems
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In episode 851 of CXOTalk, Kurt Strovink, a senior partner at McKinsey & Company, explores the pivotal role of leadership in enterprise AI.
Learn how to balance innovation with risk, bridge the gap between business and technology, and tackle the ethical challenges AI poses. Discover why CEOs should act as 'chief calibration officers,' ensuring rapid innovation while managing risks effectively.
Strovink emphasizes the importance of a strategic approach beyond individual use cases to focus on high-value domains. This episode also highlights the necessity of developing comprehensive frameworks to address potential biases, privacy concerns, and workforce impacts. Understand the critical role of senior executives in making judgment calls on gray area trade-offs and maintaining optionality with partners in a rapidly changing environment.
Don't miss this opportunity to gain valuable insights on delivering real business value through technology in a risk-adjusted way.
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🔷 Read transcript on CXOTalk site: https://www.cxotalk.com/episode/mckinsey-ceo-guidance-for-enterprise-ai
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Join CXOTalk episode 850 for a discussion with Jeff Schilling, Chief Information Security Officer at Teleperformance, as he explores the intricacies of managing cybersecurity globally. Discover how Teleperformance, the world's largest business process outsourcing company, leverages Island's enterprise browser to enhance security across diverse IT environments while maintaining ease of use for its 500,000 employees.
Learn about the challenges of operating in over 100 countries and how a collaborative approach with clients helps mitigate security risks. Gain valuable insights into protecting corporate reputation and ensuring business continuity in today's evolving threat landscape.
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🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/is-the-enterprise-browser-secure-a-ciso-speaks
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In CXOTalk episode 849, Michael Krigsman hosts Peter Altabef, Chair and CEO of Unisys, to explore the transformative role of AI in enterprise technology and the pivotal role of CIOs in this evolution. Altabef provides insights into how Unisys integrates AI to improve client solutions and internal operations while emphasizing strategic investment and leadership.
Episode Highlights:
AI as a Catalyst for Innovation: Learn how AI, especially generative AI, reshapes business strategies, fosters innovation, and redefines customer engagement.
CIO Leadership in AI Transformation: Discover how CIOs are crucial in driving AI initiatives, managing risks, and fostering cross-departmental collaboration to achieve success in a rapidly changing landscape.
Disciplined AI Investment: Understand Unisys's strategic approach to AI investment, focusing on projects that align with business objectives and deliver measurable ROI.
Cultural and Leadership Transformation: Explore the importance of cultivating a culture of continuous learning and servant leadership to navigate AI-driven changes successfully.
Future Technologies: Explore the potential of emerging technologies like quantum computing to expand AI capabilities and drive future growth.
About the Participants:
Peter Altabef: Chair and CEO of Unisys, with a wealth of experience in leading technology companies.
Michael Krigsman: Industry analyst and CXOTalk host, recognized for his digital transformation and leadership expertise.
🔷 Read transcript on CXOTalk site: https://www.cxotalk.com/episode/state-of-the-enterprise-and-the-cio-with-unisys-ceo
#enterpriseai #digitaltransformation #ceo #cio #cxotalk #unisys -
Ed Sim, founder of boldstart ventures, discusses investing in enterprise AI startups on CXOTalk episode 847. Learn how AI reshapes the tech landscape and what investors seek in AI-driven companies. Gain insights on integrating AI, balancing development speed with scalability, and building key relationships.
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🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/vc-update-investing-in-early-stage-enterprise-ai
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#enterpriseai #venturecapital #vc #cxotalk -
Discover the power of storytelling in business with Carissa Carter, Academic Director of Stanford's d.school. In this CXOTalk episode, Carter shares expert strategies for crafting compelling narratives, presenting data responsibly, and using prototypes to gather focused feedback. Learn how to communicate complex ideas effectively, align your stories with organizational values, and navigate the challenges of storytelling in the age of AI. Essential viewing for business leaders, marketers, and innovators looking to enhance their communication skills and drive engagement.
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🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/stanford-d-school-how-to-design-a-great-story
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#BusinessStorytelling #DataVisualization #LeadershipCommunication #DesignThinking #AIinBusiness #CXOTalk #StanfordDSchool #InnovationStrategies -
Anand Oswal, Senior Vice President and General Manager of Network Security at Palo Alto Networks, discusses the rapid adoption of AI in business and the critical importance of securing AI applications.
As organizations increasingly use AI to enhance productivity and transform customer experiences, they face new challenges in mitigating risks associated with data exposure, supply chain vulnerabilities, and runtime threats. Anand emphasizes the need for a comprehensive approach to securing AI-powered applications, from ensuring visibility and control over employee usage to protecting against configuration risks and runtime attacks.
*Key Takeaways:*
• Secure AI applications by design
• Manage Shadow AI risks
• Protect AI-powered applications from threats
• Balance security and productivity
• Adopt a platform-centric security approach
*Watch this episode to learn:*
• How to secure AI applications and mitigate risks
• Strategies for managing Shadow AI and protecting sensitive data
• Best practices for protecting AI-powered applications from threats
• How to balance security and productivity in the age of AI
• The benefits of a platform-centric approach to network security
📢 Stay Connected:
🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/ai-and-cybersecurity-update-from-palo-alto-networks
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#aisecurity #cybersecurity #networksecurity #paloaltonetworks #cxotalk #digitaltransformation -
Join CxOTalk episode 845 to explore the transformative power of generative AI with Don Vu, Chief Data and Analytics Officer at New York Life. Discover how this 179-year-old company leverages generative AI to enhance client and agent experiences, tackle technical debt, and drive innovation. Don shares unique insights on the link between AI and business strategy, the importance of senior leadership support, and the challenges of operationalizing AI solutions.
In this episode, Don Vu discusses:
- Integrating of AI and data strategy at New York Life
- How a 179-year-old company embraces its history while innovating
- Managing technical debt and fostering collaboration between business and technology
- The role of senior leadership in driving AI initiatives
- Real-world AI deployments and their impact on business processes
- The future of AI in evaluating life insurance risk and enhancing customer experience
#AI #businesstransformation #genai #GenerativeAI #DataAnalytics #cxotalk
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🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/generative-ai-and-business-transformation-at-new-york-life
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*Key Quotes:*
1. *On AI and Data Strategy Synergy:* "Under my purview is our entire AI and data strategy and its execution. Those two things in combination, I think it's really critically important in the realization of our organization that the data strategy and the AI strategy really do go hand in hand and need to be synergistic."
2. *On Embracing History While Innovating:* "We don't shy away from our history. I think oftentimes as folks want to evolve and they intentionally want to avoid becoming obsolete, as things move on, they shy away from their history. But we really have embraced it while also understanding that we don't want to be defined by it and we don't want any of the past to be an anchor and more so use it as a jumping off point to continue to evolve."
3. *On Managing Technical Debt:* "The reality on the ground is you don't have an organization and business that's run for almost two centuries and not have some level of technical debt. The key, candidly, has been a true partnership between business and technology. Any sort of navigation of technical debt, like the investments that you need to make, the simplification of the environment, all of those things require tight partnership and synergy and alignment on the path forward."
4. *On Change Management and Innovation:* "The last mile problem, this notion of operationalizing solutions, which also is inclusive of change management, business process reengineering, changing the way that we do things, given the unlock of these new capabilities, that really is the hardest part. What we found is partnering on that and working on those hard questions and those hard last mile issues from the beginning, which sets expectations of the road ahead, has been really, really critical."
5. *On the Role of Senior Leadership:* "It's really critical for a leader such as Craig, and I think he understands this so intuitively, to really set the tone, set the tone from the top, and he's really done that. And that's what something that I've been very grateful for and for which these programs could not have any success, and that executive and top line leadership to really set the case for change, why we need to do this."
#AI #BusinessTransformation #GenerativeAI #DataAnalytics #CxOTalk
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Explore the alarming world of AI-driven disinformation and its impact on businesses in CXOTalk Episode 844.
Clemson University professors Patrick Warren and Darren Linvill, co-directors of the Media Forensics Hub, join host Michael Krigsman to expose the latest tactics used to spread disinformation.
Learn how bad actors, from state-sponsored campaigns to individual influencers, leverage AI to create and spread disinformation at an alarming scale.
Warren and Linvill provide expert insights into:
-- The structure of disinformation campaigns
-- The growing threat to businesses, who can be targets or suffer collateral damage
-- Potential technological solutions, including AI-powered detection and mitigation tools
Learn how to protect your organization from AI-driven disinformation and leverage AI for good. This episode is a must-watch for business leaders who want to understand and mitigate the risks of disinformation in today's digital landscape.
#disinformation #AI #artificialintelligence #socialmedia #mediaforensics #CXOTalk #narrativelaundering #privacy
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🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/how-ai-driven-disinformation-works-and-how-to-stop-it
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Join CXOTalk episode 843 to explore how AI is transforming leadership. Anthony Scriffignano (former Chief Data Scientist of Dun and Bradstreet) and Inderpal Bhandari (former Global Chief Data Officer of IBM), share their expertise on the evolving role of AI in business, the challenges of integrating new technologies, and the importance of cultural shifts within organizations. Don't miss this engaging discussion on the future of work and leadership.
AI #Leadership #DigitalEconomy #CxOTalk #Technology #Innovation #BusinessTransformation #FutureOfWork #DataScience #aileadership
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🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/the-ai-imperative-new-rules-of-leadership
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🌟 Welcome to Episode 842 of CXOTalk! 🌟
Join us for an insightful conversation with Sridhar Vembu, CEO and Founder of Zoho, a global leader in cloud-based business software. In this episode, we explore innovative strategies for business growth and sustainability, focusing on leveraging rural talent and fostering innovation outside traditional urban centers.
👨💼 Guest: Sridhar Vembu, CEO and Founder of Zoho 🗣️ Host: Michael Krigsman, Industry Analyst and Publisher of CXOTalk
🎯 *Key Highlights:*
*Embrace Rural Development:* Discover how Zoho taps into untapped talent pools by establishing offices in rural areas, implementing digital infrastructure, and developing technology-based solutions to address specific local challenges.
*Long-Term Thinking:* Learn about Zoho's commitment to long-term strategies over short-term gains, fostering a company culture that values patience, continuous improvement, and a long-term vision.
Vertical Integration: Understand the benefits of developing in-house capabilities to reduce dependencies on external vendors, while balancing flexibility and external partnerships.
*Practical Skills and Hands-On Learning:* Explore Zoho's emphasis on apprenticeship programs and on-the-job training to develop employees' skills, encouraging continuous learning and experimentation.
*Adapting to Local Markets:* Zoho's approach to tailoring products and services to meet specific regional needs while maintaining global standards ensures brand integrity across all markets.
🎓 *Zoho Schools:*
Learn about Zoho Schools' innovative approach to education, providing practical skills training and debt-free learning opportunities, empowering students and contributing to local economies.
📈 *Key Takeaways:*
*Sustaining Innovation:* Zoho remains private and bootstrapped, allowing freedom from external pressures and enabling long-term investments in R&D and employees.
*Transnational Localism:* Zoho's model of creating high-value jobs in rural areas balances economic development across regions.
*Building Culture:* Zoho's culture and philosophy are organically transmitted through leadership example and employee empowerment.
🌍 *Episode Participants:*
*Sridhar Vembu:* Co-founder and CEO of Zoho Corp, known for his unconventional choices and commitment to rural development and social impact.
*Michael Krigsman:* Industry analyst and publisher of CXOTalk, with extensive experience in advising enterprise technology companies.
📣 *Join the Conversation:*
Don't miss this engaging discussion on driving innovation, building resilient organizations, and instilling positive social impact in today's ever-changing business landscape.
🔷 *Read the transcript with episode highlights and key takeaways:* https://www.cxotalk.com/episode/social-impact-the-philosophy-of-zoho-ceo-sridhar-vembu
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In CXOTalk episode 841, host Michael Krigsman sits down with Yousuf Khan, Partner at Ridge Ventures and former multi-time CIO, to explore the transformative impact of AI on venture capital, startups, and enterprise AI.
Key topics include:
• Separating AI hype from reality in VC investing
• Evaluating AI startups and their long-term potential
• The challenges and opportunities AI presents for enterprises
• Balancing innovation with risk management in AI deployment
• Strategies for CIOs and boards navigating the AI landscape
Khan shares insights from his unique perspective as both a seasoned CIO and current VC investor. Learn how to identify promising AI ventures, understand the "blast radius" of AI implementations, and develop the critical skills needed to lead successful AI initiatives in your organization.
🔷 *Read the transcript with episode highlights and key takeaways:* https://www.cxotalk.com/episode/vc-insights-vital-lessons-from-ai-investing
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#AI #VentureCapital #CIO #Innovation #TechLeadership #cxotalk -
Artificial intelligence holds immense promise, but why do so many AI projects fail? In Episode 840 of CXOTalk, we uncover the common pitfalls that plague AI implementations and explore practical strategies for achieving real-world success.
Our guest, Sol Rashidi, author of "Your AI Survival Guide" and seasoned technology executive (Sony Music, Estée Lauder), shares invaluable insights from her extensive experience leading data and analytics initiatives.
This episode is a must-watch for business and technology leaders seeking to navigate the complexities of AI.
We discuss critical factors that determine AI success, including:
-- Establishing a Clear AI Strategy: Defining your organization's AI ambition (AI-centric or embedded workflows) to guide resource allocation and overall direction.
-- Considering Projects’ Criticality and Complexity: Prioritizing projects based on strategic importance and feasibility, rather than just potential business value, to avoid "pilot purgatory."
-- Engaging Leadership and Managing Change: Securing top-down support to overcome resistance and fostering a culture that embraces AI's transformative potential.
-- Leveraging Existing Data Investments: Maximizing the use of existing data assets to uncover new insights and accelerate AI solution deployment.
-- Avoiding the “Shiny Object” Syndrome: Ensuring AI solutions align with specific business needs and starting small to test viability before scaling up.
Critical Takeaways:
-- Rethink Use-Case Selection: Sol challenges traditional selection criteria, advocating for a criticality and complexity-focused approach to maximize successful deployment and scaling.
-- The Importance of Continuous Monitoring: AI is not a "set it and forget it" technology. Sol emphasizes the need for ongoing monitoring and human involvement to ensure data accuracy and adapt to evolving needs.
-- Overcoming Organizational Resistance: Sol provides strategies for addressing fears and misconceptions surrounding AI, highlighting the importance of strong leadership and clear communication.
About Our Guest:
Sol Rashidi holds 7 patents, with 21 filed, in the Data & Analytics space. A sought-after keynote speaker, she shares her expertise on Machine Learning, Data & Analytics, and emerging operating models for organizations undergoing digital transformation. Her impressive career includes leadership roles at Estée Lauder, Merck, Sony Music, and Royal Caribbean.
Join us for this insightful conversation on CXOTalk Episode 840!
#ArtificialIntelligence #AI #BusinessStrategy #CXOTalk #SolRashidi #DataAnalytics #Leadership #DigitalTransformation #enterpriseai #aifails
🔷 *Read the transcript with episode highlights and key takeaways:* https://www.cxotalk.com/episode/why-enterprise-ai-fails-and-how-to-fix-it
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Explore the world of digital healthcare security and the Island enterprise browser with Bill Dougherty, CISO of Omada Health, on episode 839 of CXOTalk. Learn how Omada leverages technology to manage sensitive health data securely and efficiently, all through a virtual-first approach. Bill shares insights on the unique challenges of securing digital health information and the innovative solutions that help protect patient data. Don't miss this in-depth discussion on the intersection of healthcare, security, and technology!
#DigitalHealthcare #Cybersecurity #CISO #HealthTech #VirtualHealth #cxotalk
Read the transcript with episode highlights and key takeaways:
https://www.cxotalk.com/episode/ciso-insights-why-use-an-enterprise-browser
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Join this discussion with Simon Allen, CEO of McGraw Hill, as he dives deep into the transformative impact of AI and technology on education. With over 130 years of experience, McGraw Hill offers a unique perspective on navigating the digital shift while preserving the essential teacher-student connection.
#AI #Education #EdTech #McGrawHill #cxotalk
Read the transcript with episode highlights and key takeaways: https://www.cxotalk.com/episode/ai-in-education-a-conversation-with-mcgraw-hill-ceo
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