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B2BiQ

Seth Adler

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B2BiQ

B2BiQ

Seth Adler

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About Us

B2BiQ features personal conversations about the business disciplines of Process Excellence, Shared Services, Customer Experience and Customer Management.

Latest Episodes

Suresh Chowdary, Nokia

During this digital summit panel, Suresh Chawdhary, head of security & privacy for Nokia, stresses the importance of a layered, multi-pronged cyber security approach to best protect from phishing and whaling. This layer defense mechanism moves away from a one-size-fits-all strategy, ensuring that everyone across the enterprise is well equipped to stay protected against threats. Three Cyber Security Defense Layers To Consider By baseline testing employees for their susceptibility to phishing, an enterprise gathers statistics and builds an actionable and measurable improvement plan. Even within this layer, different departments are responsible for different deliverables. That means that malware threats and other vulnerabilities will affect separate industries and divisions within that industry to varying degrees. By customizing phishing tests—much like bad actors do—a holistic and accurate pattern emerges. A second layer is to have targeted training sessions for employees so that they understand what is anticipated and expected from them, how to report phishing attempts properly, and how to make sure thatthey are not processing payments or sending these kinds of sensitive personal information on emails when they get these kinds of emails. A third approach is targets key executives. Suresh warns that this can get tricky. Leadership team members are often global, meaning they’re traveling frequently to meet customers and vendors or participate in seminars and conferences. They also have a multiset of technologies at their disposal. With all these touchpoints, it is difficult for a CSO or an information security organization to inform executives of the varying degrees and types of risks. In this case, Suresh suggests relying on proactive, reactive, and detective controls to safeguard them. Because awareness alone doesn’t cut it for these busy individuals, multifactor authentication mechanisms and email encryption are a must. For example, a two-factor mechanism for approving invoices through email mitigates risk considerably. Things To Consider When Developing A Cyber Security Plan Finance and HR employees are particularly vulnerable due to their payment processing duties. An email spoofing the head of finance or the CEO may expertly convince an employee to urgently transfer money at the click of a button. The possibility of getting that money back is nearly zero. Additionally, HR has a massive amount of sensitive data at their fingertips. Data is the new oil in the cyber crime industry. All it takes is one slip or a single lapse in judgment for a breach to expose personal data so sensitive—such as credit card and social security numbers—that it creates a lawsuit or enough bad press to devastate an organization. Examining the big picture and important factors of an organization helps build a plan that fits the company in terms of cost, risk profiles, and the size of the organization. Considerations may include: Cloud service encryption packages Appropriate number of training sessions per year Regulations and limitations of certain technologies across different geographies A security plan isn’t going to be the same across an organization. Still, there are certain baseline technologies that build the foundation of security—namely an antivirus solution and a personal firewall for every employee across the globe. While email encryption is a nice-to-have for all employees, it is a must-have for people who are prone to whaling attacks, including the C-suite and leadership team. Other departments to keep in mind for customized control mechanisms are finance, HR, legal procurement, and suppliers. It is important to have a combination of proactive and reactive controls when dealing with these hidden enemies. Advanced Persistent Threats The obvious goal to a phishing or whaling attempt is an immediate financial gain. However, an advanced persistent threat can do much more damage. In this scenario, a bad actor gains access to an orga

19 MIN2 w ago
Comments
Suresh Chowdary, Nokia

Robert Welborn, GM

Robert Welborn is the Director, Data & Data Science for General Motors. As he sees it, global corporate enterprise has- for the most part, seen data as a luxury, “we'll get to reporting when we get to reporting, we'll upsell, we'll monetize.” Not that monetizing is a bad thing, but Robert’s point is that we haven’t been using data as the ultimate element of decision-making. Sure- data-driven decision-making has occurred, but not to the extent of managing enterprise existence. The global pandemic had a particular effect on Robert’s company. For over 100 years General Motors manufactured motor vehicles. Then on April 8th, 2020- General Motors became a ventilator manufacturer. What used to be a fun data dance that Robert and his team would do privately suddenly became precision choreographed ballet of the highest order with every decision-maker involved. “What we had used as a luxury before suddenly was driving everything. We're having conversations with our suppliers, with the UAW and with the plants showing them through data what we're going to do next.” And the data told them just what to do. Robert and his team were seeing vehicle-level data as the pandemic burst across the globe and made it’s way to the East Coast of the United States. “The data is saying we can shut down. And the data that we're getting from the state of New York in specific is saying that we, if we were doing anything right now- we should be building ventilators. If there's anything that we would do, we should build insulators and we should build masks.”

25 MINMAY 11
Comments
Robert Welborn, GM

Max Just, Coca-Cola

Max Just has been talking about the Future of Work for quite some time. We now all know that the conceptualizing Max had been doing paid off in immediate fashion as the Future of Work is here.

21 MINMAY 4
Comments
Max Just, Coca-Cola

Elan Frank, Slack

Elan Frank from Slack joins us and shares that the tool began life as a side project of another initiative. It's grown to be a true alternative to email. Channel based messaging is built for the future of work and as we discuss, the future of work is here, now.

18 MINAPR 22
Comments
Elan Frank, Slack

CX: David Campos, SertaSimmons

38 MINAPR 1
Comments
CX: David Campos, SertaSimmons

AIIA: AI BFSI Panel

This BFSI Panel features key industry experts who share their strategies around pushing their organization into the future. They note that the technology available is user-friendly and rarely the barrier to entry. It is the mapping, the process, and post-implementation that makes or breaks a digital transformation. Agile development and change management are both initiatives that work. Automation has the potential to save time, money, and improve the customer experience, but if it isn’t applied in a purposeful way, it is useless. The panelists share their personal journey through transformation, offering insights and advice along the way.

31 MINMAR 27
Comments
AIIA: AI BFSI Panel

CX: Fred Reichheld (Employee Engagement)

Fred Reichheld joins us again, this time to discuss employee engagement. The business benefit to ensuring a positive employee experience is because that translates to a positive customer experience. As Fred discussed last time, a good customer experience means an increase in profit. However, Fred is careful to clearly define what make a good employee experience. Is it lots of vacation time, the ability to shirk difficult customers, and taking on only the best shifts? Of course not, as this would lead to a bad customer experience. Fred instead focuses on “helping your employees lead great lives of meaningful service.” Technology is used as a tool to automate unfulfilling tasks that humans used to be responsible for. In turn, human talent is freed up to inform, innovate, and provide meaningful change to the customer experience. Finally, Fred makes suggestions on to achieve such a lofty goal. Ultimately, Fred says, “I think what inspires people to do their best is when they feel lik...

9 MINMAR 24
Comments
CX: Fred Reichheld (Employee Engagement)

PEX: Kristen Workman, Schneider Electric

22 MINMAR 24
Comments
PEX: Kristen Workman, Schneider Electric

AIIA: Max Just/Julie Seitz (Future of Work)

Max Just is accompanied by a special guest on this episode of Future of Work. Julie Seitz is an expert on all things workspace, which makes her the perfect partner for the topic of—you guessed it—the future of workspaces. While she notes that an enterprise can’t necessarily futureproof themselves in this regard, she encourages them to get out of their insular spaces for the sake of spotting trends in how people are working in universities, airports, etc. Flexibility and simplicity in a workspace make more practical investments than technological ones that will become outdated. Julie also reflects on the evolution of the public school classroom and how examining that process helps illustrate how different generations work differently. Max jumps in with the ah-hah moments he had while working with Julie, including the importance of providing collaborative workspaces for collaborative work. Ultimately, Max and Julie agree: workspaces matter.

12 MINMAR 20
Comments
AIIA: Max Just/Julie Seitz (Future of Work)

CX: Fred Reichheld (Customer Centricity)

Fred Reichheld, the creator of the Net Promoter System (NPS), joins us to discuss the task of building a customer-centric culture. Companies that do the best at enriching the lives of their customers are growing two-and-a-half times faster than their competition. Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change. Shareholders must get on board with the new nature of business. The Net Promoter Score is successful because it provides data that proves the effectiveness of customer-centricity to the bottom line. It is a modern-day metric that replaces the ones that no longer serve today’s landscape. Fred offers both suggestions and examples on how to successfully pivot to a customer-centric business model during this insightful conve...

12 MINMAR 18
Comments
CX: Fred Reichheld (Customer Centricity)

Latest Episodes

Suresh Chowdary, Nokia

During this digital summit panel, Suresh Chawdhary, head of security & privacy for Nokia, stresses the importance of a layered, multi-pronged cyber security approach to best protect from phishing and whaling. This layer defense mechanism moves away from a one-size-fits-all strategy, ensuring that everyone across the enterprise is well equipped to stay protected against threats. Three Cyber Security Defense Layers To Consider By baseline testing employees for their susceptibility to phishing, an enterprise gathers statistics and builds an actionable and measurable improvement plan. Even within this layer, different departments are responsible for different deliverables. That means that malware threats and other vulnerabilities will affect separate industries and divisions within that industry to varying degrees. By customizing phishing tests—much like bad actors do—a holistic and accurate pattern emerges. A second layer is to have targeted training sessions for employees so that they understand what is anticipated and expected from them, how to report phishing attempts properly, and how to make sure thatthey are not processing payments or sending these kinds of sensitive personal information on emails when they get these kinds of emails. A third approach is targets key executives. Suresh warns that this can get tricky. Leadership team members are often global, meaning they’re traveling frequently to meet customers and vendors or participate in seminars and conferences. They also have a multiset of technologies at their disposal. With all these touchpoints, it is difficult for a CSO or an information security organization to inform executives of the varying degrees and types of risks. In this case, Suresh suggests relying on proactive, reactive, and detective controls to safeguard them. Because awareness alone doesn’t cut it for these busy individuals, multifactor authentication mechanisms and email encryption are a must. For example, a two-factor mechanism for approving invoices through email mitigates risk considerably. Things To Consider When Developing A Cyber Security Plan Finance and HR employees are particularly vulnerable due to their payment processing duties. An email spoofing the head of finance or the CEO may expertly convince an employee to urgently transfer money at the click of a button. The possibility of getting that money back is nearly zero. Additionally, HR has a massive amount of sensitive data at their fingertips. Data is the new oil in the cyber crime industry. All it takes is one slip or a single lapse in judgment for a breach to expose personal data so sensitive—such as credit card and social security numbers—that it creates a lawsuit or enough bad press to devastate an organization. Examining the big picture and important factors of an organization helps build a plan that fits the company in terms of cost, risk profiles, and the size of the organization. Considerations may include: Cloud service encryption packages Appropriate number of training sessions per year Regulations and limitations of certain technologies across different geographies A security plan isn’t going to be the same across an organization. Still, there are certain baseline technologies that build the foundation of security—namely an antivirus solution and a personal firewall for every employee across the globe. While email encryption is a nice-to-have for all employees, it is a must-have for people who are prone to whaling attacks, including the C-suite and leadership team. Other departments to keep in mind for customized control mechanisms are finance, HR, legal procurement, and suppliers. It is important to have a combination of proactive and reactive controls when dealing with these hidden enemies. Advanced Persistent Threats The obvious goal to a phishing or whaling attempt is an immediate financial gain. However, an advanced persistent threat can do much more damage. In this scenario, a bad actor gains access to an orga

19 MIN2 w ago
Comments
Suresh Chowdary, Nokia

Robert Welborn, GM

Robert Welborn is the Director, Data & Data Science for General Motors. As he sees it, global corporate enterprise has- for the most part, seen data as a luxury, “we'll get to reporting when we get to reporting, we'll upsell, we'll monetize.” Not that monetizing is a bad thing, but Robert’s point is that we haven’t been using data as the ultimate element of decision-making. Sure- data-driven decision-making has occurred, but not to the extent of managing enterprise existence. The global pandemic had a particular effect on Robert’s company. For over 100 years General Motors manufactured motor vehicles. Then on April 8th, 2020- General Motors became a ventilator manufacturer. What used to be a fun data dance that Robert and his team would do privately suddenly became precision choreographed ballet of the highest order with every decision-maker involved. “What we had used as a luxury before suddenly was driving everything. We're having conversations with our suppliers, with the UAW and with the plants showing them through data what we're going to do next.” And the data told them just what to do. Robert and his team were seeing vehicle-level data as the pandemic burst across the globe and made it’s way to the East Coast of the United States. “The data is saying we can shut down. And the data that we're getting from the state of New York in specific is saying that we, if we were doing anything right now- we should be building ventilators. If there's anything that we would do, we should build insulators and we should build masks.”

25 MINMAY 11
Comments
Robert Welborn, GM

Max Just, Coca-Cola

Max Just has been talking about the Future of Work for quite some time. We now all know that the conceptualizing Max had been doing paid off in immediate fashion as the Future of Work is here.

21 MINMAY 4
Comments
Max Just, Coca-Cola

Elan Frank, Slack

Elan Frank from Slack joins us and shares that the tool began life as a side project of another initiative. It's grown to be a true alternative to email. Channel based messaging is built for the future of work and as we discuss, the future of work is here, now.

18 MINAPR 22
Comments
Elan Frank, Slack

CX: David Campos, SertaSimmons

38 MINAPR 1
Comments
CX: David Campos, SertaSimmons

AIIA: AI BFSI Panel

This BFSI Panel features key industry experts who share their strategies around pushing their organization into the future. They note that the technology available is user-friendly and rarely the barrier to entry. It is the mapping, the process, and post-implementation that makes or breaks a digital transformation. Agile development and change management are both initiatives that work. Automation has the potential to save time, money, and improve the customer experience, but if it isn’t applied in a purposeful way, it is useless. The panelists share their personal journey through transformation, offering insights and advice along the way.

31 MINMAR 27
Comments
AIIA: AI BFSI Panel

CX: Fred Reichheld (Employee Engagement)

Fred Reichheld joins us again, this time to discuss employee engagement. The business benefit to ensuring a positive employee experience is because that translates to a positive customer experience. As Fred discussed last time, a good customer experience means an increase in profit. However, Fred is careful to clearly define what make a good employee experience. Is it lots of vacation time, the ability to shirk difficult customers, and taking on only the best shifts? Of course not, as this would lead to a bad customer experience. Fred instead focuses on “helping your employees lead great lives of meaningful service.” Technology is used as a tool to automate unfulfilling tasks that humans used to be responsible for. In turn, human talent is freed up to inform, innovate, and provide meaningful change to the customer experience. Finally, Fred makes suggestions on to achieve such a lofty goal. Ultimately, Fred says, “I think what inspires people to do their best is when they feel lik...

9 MINMAR 24
Comments
CX: Fred Reichheld (Employee Engagement)

PEX: Kristen Workman, Schneider Electric

22 MINMAR 24
Comments
PEX: Kristen Workman, Schneider Electric

AIIA: Max Just/Julie Seitz (Future of Work)

Max Just is accompanied by a special guest on this episode of Future of Work. Julie Seitz is an expert on all things workspace, which makes her the perfect partner for the topic of—you guessed it—the future of workspaces. While she notes that an enterprise can’t necessarily futureproof themselves in this regard, she encourages them to get out of their insular spaces for the sake of spotting trends in how people are working in universities, airports, etc. Flexibility and simplicity in a workspace make more practical investments than technological ones that will become outdated. Julie also reflects on the evolution of the public school classroom and how examining that process helps illustrate how different generations work differently. Max jumps in with the ah-hah moments he had while working with Julie, including the importance of providing collaborative workspaces for collaborative work. Ultimately, Max and Julie agree: workspaces matter.

12 MINMAR 20
Comments
AIIA: Max Just/Julie Seitz (Future of Work)

CX: Fred Reichheld (Customer Centricity)

Fred Reichheld, the creator of the Net Promoter System (NPS), joins us to discuss the task of building a customer-centric culture. Companies that do the best at enriching the lives of their customers are growing two-and-a-half times faster than their competition. Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change. Shareholders must get on board with the new nature of business. The Net Promoter Score is successful because it provides data that proves the effectiveness of customer-centricity to the bottom line. It is a modern-day metric that replaces the ones that no longer serve today’s landscape. Fred offers both suggestions and examples on how to successfully pivot to a customer-centric business model during this insightful conve...

12 MINMAR 18
Comments
CX: Fred Reichheld (Customer Centricity)
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