The EPAM Continuum Podcast Network

Robing Glasco is a superhero. She goes where the love is. She is fearless, this Chief Innovation Office of Blue Cross Blue Shield of Massachusetts. Glasco is out to redesign healthcare, and she recognizes that this monumental task involves risk, collaboration, experimentation, and trust. She and Continuum’s Lee Moreau talk it all out in the latest iteration of our *Resonance Test* podcast. Here are some of her super remarks: • “I really want to reinvent healthcare, and [to do that] you gotta be risky, you gotta have some fearlessness to you. If you’re into sports it’s kinda that Cam Newton pulling back that Superman pose that he does. I’m all down for that, so that’s how I leverage that in my world.” • “My job is to break healthcare.... And by that I mean the status quo is not acceptable in healthcare.” • “I’m not trying to perfect the pager,” she says, adding: “A good part of my role is the help the organization see that ‘the pager’ is not a viable, sustainable business model for us.” • “Anyone in healthcare needs to spend time with physicians, working in that environment.” • “Truly when human-centered design just becomes part of your DNA is when we don’t have to be there along the way, holding their hand.” • “Health is a 360, 24-7 experience journey.” • “There aren’t any winners in healthcare right now. There is pain across every step, every spot in the journey of healthcare.” • “This is not the Robin Glasco Innovation Center. This should be a community asset that people should embrace and be able to see themselves as a part of.” Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

Snacks are serious business, as Erica Eden, PepsiCo’s Director of Global Design Innovation, will tell you. She’s done an enormous amount of work to bring the front-end-of-innovation process into the kingdom of PepsiCo’s snack empire. Last spring, right before speaking at the Front End of Innovation conference, she sat down with Continuum Principal Eric Bogner—who used to sit near Eden when he worked at PepsiCo—to talk about innovation in a humongous organization, designing for women, and empathizing with the aesthetic of people who are very different from you. And now, a few of Eden’s most snackable quotes to get you excited for the main meal of this *Resonance Test* dialogue… • “That’s my macro goal: to shift the portfolio to better stuff.” • “The front-end-of-innovation process” is “changing a lot internally at Pepsico. The teams, particularly marketing teams, insights, R&D, and just overall business leaders are really adopting the new way of thinking.” • “That’s been my challenge: to make design thinking fun.” • “These big companies, PepsiCo and others, they’re not necessarily motivated to use their intuition.” • “It’s hard to stand up in front of the CEO and say: ‘I think this is an opportunity.’ But I think designers do a wonderful job doing that. They build the case behind years of experience—which feels like a hunch, but it really is your years of experience.” • “When you look at innovation briefs, you see consistently these happy women, eating salads. These false versions of women. They don’t exist. They’re always smiling, they’re always 30. They’re always moderately attractive.” • “The industry is shy about having these strong opinions about women’s brands.” • “There’s a disconnect there, between who’s doing all the making and who’s doing all the buying. Right? Men and women. Once you actually break down the numbers, it becomes pretty obvious that there’s a disconnect.” • “I try not to think about demographic because I don’t think it matters as much as mindset.” Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

If someone told you that his company was all about “people analytics,” would you understand what that meant? How about if he added: “Sort of like *Moneyball* for business”? Bet that would make things crystal clear--at least for the multitude of baseball and/or Brad Pitt and/or Michael Lewis fans out there! That is, in fact, how Humanyze’s CEO, Ben Waber, described his firm to Continuum SVP Kevin Young, in the most recent installment of *The Resonance Test.* In a sprightly digital dialogue, the two talk through such topics as: the use of data in the modern work environment, how privacy functions in Humanyze’s work, and why the U.S. should look into adopting EU privacy standards. If you want to a glimpse into the future of the work place, you should pay attention to this podcast, and note when Waber says: • “You don't care what Bob’s doing at 2:30 on Tuesday. No one cares. What you care about is: ‘What’s our most productive team do differently that everybody else? How much does management talk to the sales team?’ Those really big questions. That’s what we care about.” • “Humans, by our very nature, we’re not recording devices. We’re also incredibly inaccurate when I even ask you questions about these things. *Who’d you talk to yesterday?* Only about 30% accurate.” • “Essentially our customers use our technology to inject *real* intelligence into all their different people decisions.” • “We give people consent forms, that show them the actual database tables we collect. That’s a legal contract between us and our users. That’s important especially in the U.S., to give people legal guarantees around what their rights are with the data.” • “Because our technology enables you to literally, at a millisecond level, understand what’s going on, you can act that much more quickly.” • “Just figuring out where somebody is at any given time is not that hard. And you can see how that can be abused—which is why having regulations out in front of that is really critical.” • “Our average opt-in rate is over 93%, so we’ve gotten quite good at rolling this out. But... you have to take your time, and you have to be *transparent* about what you’re doing with this data.” Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

If you want to understand innovation in the financial sector, you talk to Mona Vernon. We know. We did—and we learned quite a bit. As the Chief Technology Officer at Thomson Reuters Labs, Vernon insists that innovation must business-case and use-case focused. Like Continuum, she insists on *making it real.* In this pointed conversation with our Lee Moreau, Vernon talks clearly and well about demonstrating value, selling innovation to executive leadership, hiring the right people, and managing a properly balanced portfolio of innovation projects. On episode 21 of *The Resonance Test,* Vernon says many valuable things. It's worth investing the time to hear her say: • "Fundamentally, one of the values of Thomson Reuters is [partnership](https://www.continuuminnovation.com/en/how-we-think/blog/the-case-for-humility-partnership-in-a-changing-healthcare-landscape)." • "If you look at the pace of change in financial markets, trying to do everything yourself doesn't make sense." • "We are not a group of people playing with toys and foosball. We are actually extremely business-case focused." • "I don't want your ideas. I want the problem you're seeing with customers." • "In the process of defining a problem statement, you start seeing the solution." Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

*Attendez,* *Resonance Test* fans! Céline Schillinger, Head of Innovation and Engagement at Sanofi Pasteur, injects some Gallic intelligence and passion into this episode of the podcast. Schillinger is all about enabling *quality,* the full intelligence and autonomy of the people in her organization. She is about healing a system, from a human-centric and social movement perspective. Listen as she and Continuum SVP Jon Campbell talk about how W. Edwards Deming has been misunderstood, the philosophical side of innovation capability, the challenges of behavior change, the workforce of the future, and what it's like for her to have won the *Ordre National du Mérite* (yes, she is a *knight!*). *Ecoutez,* and you'll hear mots such as: • "We have found that quality works better when it comes from people. When it comes from people's desires, when it comes from them and their head and their heart." • "My work is about having people regain their full intelligence." • "We can no longer rely on a system that has a small brain and many, many hands. We need the brain to be present in every cell of the organization." • "We are not just doing a job. We are fighting for something." • " When you give up control, you actually reduce risk." • "We need to work with more people who don't share our ideas, and yet we need to work towards a common goal." Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

Jascha Franklin-Hodge, Boston’s well-known and respected Chief Information Officer, and the co-founder of Blue State Digital, is about to leave his post. As he ends his tenure as Beantown’s CIO, we present this sparkling dialogue, recorded last spring in our studio with Toby Bottorf, our VP of Service and Experience Design. It’s an earnest, intelligent conversation, often punctuated with laughter. Together Franklin-Hodge and Bottorf range all over the intellectual landscape: smart cities, transportation, data, Net Neutrality, Barak Obama, Teddy Roosevelt, privacy, ethics, and "Parks and Recreation." Consider this episode a farewell salute to a terrific digital civil servant, who says: • “I’m always a little allergic to the term ‘smart cities,’ which kinda comes in and out of vogue but often ends up being shorthand for what, I think, is a sort of thoughtless and industry-driven application of technology to things that don’t have technology applied to them.” • “You sort of end up sometimes running the risk that you’re up building the sort of Juicero of cities. ‘Let’s take a thing a put a computer on it because we can!’” • “If you put 40 cameras at an intersection—yes, it’s for safety, but how do we make sure we’re doing that in a way that’s responsible and that respects the privacy needs and wishes of the people who travel through there? • “We asked people to tell us their question about transportation in Boston. Some people said: ‘Why can’t I have a stoplight at the end of my street?’ and other people said: ‘Why can’t I take a duck boat to work?’ We have this vast spectrum of interest and ideas.” • “If predictions are right—that autonomous vehicles become a real thing in the next five to ten years—the fundamental ways in which we get around, the ways we use land, the way we think about things like parking, the way we design intersections, the way we design buildings, that are kind of the interface layer between vehicles and people that live in those buildings: all that’s gonna have to change. And anybody that tells you that have that all figured out is lying.” • “If you don’t stop and have that conversation and ask those questions [about privacy and ethics], you tend to default to just: collect everything. Save everything. Put everything in a central repository somewhere. And I think that is the basis for a lot of this kind of unintended surveillance and, frankly, a lot of security and privacy risk that we haven’t quite wrapped our heads around.” • “So this idea that, just because you work for a city that it’s OK to build a terrible UI and then be: ‘Oh, we can just send people to training and they’ll be able to figure it out!’ What is the cost of that? If that person starts their day dreading the six clicks they’re gonna have to do every single time they do a task, they’re not gonna be in the right mood. They won’t really have the time to deliver to people.” • “There’s no right answer when it comes to privacy. It’s a balance. It’s a conversation. It’s always evolving as technology evolves.” Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

Is there room in corporate banking for innovation? For positive psychology? For a llama? If you ask Kelly Fredrickson, an SVP of Ceative at Bank of America, the answer is a major yes! In the latest iteration of *The Resonance Test,* Fredrickson and our Lee Moreau dig into the creative side of corporate banking. Give us 34 minutes or so, and you’ll get some great remarks from Fredrickson, including these: • “I actually hate when people say they’re not creative, because I think any problem-solution thought process is actually someone being creative.” • “The mobile app, which is a really great way to access all that the bank has to offer, is very different than telling somebody: *Here’s how you can build a budget.* Or *Let’s talk about retirement. Let’s talk about planning for your future.* The llama fit the mobile app differently.” • “In a team, if everybody is bringing their authentic self, it raises the opportunity for innovation.” • On data and permission: “If it feels creepy, then you’ve failed.” • “We are a giant corporation. But we’re a giant corporation made up of people.” • “I see people call me, and then hang up. And then call back. They don't think they got me, and then they realize that it’s the llama so they call back to listen to the whole thing.” Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

“Aging begins the moment we are born.” This is the profound opening statement one finds on the webpage of Alice Bonner, Secretary of the Massachusetts office of Elder Affairs: http://www.mass.gov/elders/welcomewelcome.html. When you consider aging an event of a lifetime—for you and every other member of humanity—you develop a thoughtful and creative attitude toward it. You treat it, in a way, like a continuous innovation project. Fact is, our bodies and minds do iterate themselves, incessantly. Being healthy, happy, and well requires, of course, a lifetime of attention, the proper mindset, and sometimes the help and support of other people—various sorts of interventions. On this, the 17th installment of *The Resonance Test,* we dig deep into the innovations around aging and digital health. Joining Secretary Bonner for an invigorating discussion is Laurance Stuntz, the Director of the Massachusetts eHealth Institute at MassTech https://masstech.org/about/team/staff/laurance, and Continuum’s SVP, Mike Dunkley. Tune in, and hear Secretary Bonner and Stuntz remark: • “Aging is not about old people; it’s about families and communities.” —Secretary Bonner • “Humans are good at empathy, about caring, about so on; technology is really bad at that generally.”—Laurance Stuntz • “If we don’t get people to start thinking about aging and longevity as a lifespan event, starting at the time that we’re born, then we miss the opportunity for people to, for example, start saving for retirement. Realize how much it *takes* to save for retirement.” — Secretary Bonner • “Figure out where the cost is, and then follow that to a viable business model.” —Laurance Stuntz • “People want to get older and stay and continue to live in the community that’s *home for them.*” —Secretary Bonner Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

John Brooks—the managing director of Healthcare Capital, LLC and former president and CEO of the Joslin Diabetes Center—is a something of a legend in the diabetes sector. As much an inventor as an investor, he brings a spirited intelligence and diverse experience to fighting this chronic disease. We’re pleased to welcome him to *The Resonance Test.* In this energetic conversation, Brooks and Continuum SVP Mike Dunkley range all over the diabetes ecosystem, covering the move from a technological focus to more holistic solutions, how AI and machine learning might provide new opportunities, what future business models might look like, and in general, how we need to develop new approaches to diabetes. Tune in to hear Brooks say: • “I just have a strong passion to see what I can do to try and help the now 461 million people around the world that have diabetes.... We all look at the numbers. It’s only escalating. We need to think differently.” • “All of the players need to be in the solution business.” • “Part of the problem is there hasn’t been a lot of economics to reward helping people not develop a chronic condition.” • On doctors: “They’ve got 15 minutes to try to come up with something intelligible and if they’re spending 10 minutes to try to get the bottom of it, that’s not a good use of their time.” • “If the AI enables better understanding of what’s going on with people with diabetes, the key is: How do the healthcare providers, nurse educators, clinicians, partner care doctors, endocrinologists, how do they adopt? Because, at the end of the day, their economics are important.” Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon

How can a gargantuan company force itself to act as scrappy and fast as a startup? In this episode of *The Resonance Test,* we learn how one of our own clients has managed this—very difficult—feat. Listen as Joy Slabaugh-Hamilton, Head of Service Development within Vanguard Financial Advisor Services™, talks with Toby Bottorf, Continuum’s VP of Service and Experience Design. In the course of their dialogue, you’ll hear Slabaugh-Hamilton say such things as: • “One of the challenges we have in a big corporation is: deep pockets. You’re not *forced* to find the skinny, lean, cheap, alternative because there *are* funds available.” • “Sometimes you just need an outside person to *say* it. To point out the emperor is… robe-less.” • “Sometimes in business, it can be hard to accept and understand that there’s rich insights that come out of talking deeply with a few people—a population that is not statistically significant.” • “If you can just get one person willing to be willing try something… that demonstration can get help other people change their way of thinking, be a little bit more open-minded and consider other possibilities.” Host: Pete Chapin Editor: Kyp Pilalas Producer: Ken Gordon