What if Tech Could Be More Human?

In this episode of “What If? So What?” Jim talks with Kate O’Neill about making human-friendly tech decisions.

In a world that’s moving faster than ever, how can leaders make technology decisions that benefit both the business and the humans they serve? That’s the question Kate O’Neill, tech futurist and author of “What Matters Next: A Leader’s Guide to Making Human-Friendly Tech Decisions in a World That’s Moving Too Fast,” explores in the latest episode of “What If? So What?”

Why Human Experience Is Bigger than Customer Experience

Kate highlights the difference between customer experience and human experience, pointing out that people are more than the roles they play as buyers. Decisions that optimize efficiency, like Amazon Go’s no-touch payment model, may seem like progress—but what happens when those innovations remove opportunities for connection? Leaders must consider the broader impacts of their choices on society and human behavior.

Future-Proofing Isn’t Enough: Be Future-Ready

The future isn’t a fixed path, Kate explains. It’s a prism of possibilities, shaped by the decisions we make today. Instead of trying to “future-proof” their businesses, leaders should prepare for multiple futures by asking two key questions: “What’s most probable?” And “What’s most preferred?” The gap between the two reveals the work needed to shape tomorrow.

A Call for Meaningful Leadership

Kate’s message to leaders is simple yet profound: purpose and meaning matter more than ever. Purpose isn’t just a buzzword—it’s the shape that meaning takes in business. Leaders who focus on what matters now and what will matter next can create technology that drives innovation and serves humanity.

Learn More in Kate’s Book

For more actionable insights and thought-provoking strategies, check out Kate’s latest book, “What Matters Next: A Leader’s Guide to Making Human-Friendly Tech Decisions in a World That’s Moving Too Fast.” Packed with frameworks and tools, it’s a must-read for leaders navigating the intersection of technology and humanity.

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Meet our Guest

Kate O’Neill, , CEO of KO Insights, “Tech Humanist” and Author

Kate O’Neill is a digital innovator, chief executive, business writer, and globally recognized speaker widely known as the “Tech Humanist.” She is the founder and CEO of KO Insights, a strategic advisory firm that enhances human experiences at scale through data-driven and AI-led interactions.

Kate has worked with prestigious clients like Google, IBM, Microsoft, and the United Nations, and she was one of the first 100 employees at Netflix. Her groundbreaking insights have been featured in the New York Times, the Wall Street Journal, and WIRED, and she has shared her expertise on NPR and the BBC.

Kate has been honored with numerous awards, including and a spot on Thinkers50’s list of the World’s Management Thinkers to Watch. With six influential books under her belt, including “Tech Humanist,” “A Future So Bright”, and her latest, “What Matters Next.”

Connect with Kate

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

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In this episode of the “What If? So What?” podcast, Jim Hertzfeld talks with Brian Solis, a renowned futurist, author, and the head of global innovation at ServiceNow. Brian’s work has been instrumental in shaping digital strategies and customer experience  strategies for many organizations. In this episode, He shares insights from his latest book, “MindShift,” and discusses the evolving landscape of leadership and innovation.

Brian’s journey began in Silicon Valley in the 90s, and since then he has been at the forefront of understanding technology trends and their impact on human behavior. In his new book, Brian emphasizes the importance of self-awareness, cognitive bias, and the explores the importance of self-awareness, cognitive bias, and explains how the beginner’s mindset can drive business transformation

Brian explains how storytelling can inspire creativity and imagination and help leaders envision and communicate a better future for their organizations. He also highlights the impact of Generative AI on business transformation and the need for leaders to embrace new technologies to stay ahead of the curve.

Listen now to the “What If? So What?” podcast to learn more about the evolving role of leadership and the impact of Generative AI on the future of work.

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Meet our Guest

Brian Solis, Head of Global Innovation, ServiceNow

Brian Solis is the Head of Global Innovation at ServiceNow, a nine-time best-selling author, international keynote speaker, and digital anthropologist. Recognized by Forbes as “one of the more creative and brilliant business minds of our time” and by ZDNet as “one of the 21st-century business world’s leading thinkers,” Brian is a thought leader on innovation and transformation.

In his latest book, “Mindshift: Transform Leadership, Drive Innovation, and Reshape the Future,” Brian shares empowering insights from his career and inspiring leaders to embrace change and drive progress. His message: the time to change the world is now, and it starts with you.

Connect with Brian

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

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In this episode of What If? So What?, Jim talks with Jennifer Baker, former CTO of Synovus. She shares her journey from unexpected career opportunities to becoming a trailblazing technology leader in the insurance and banking sectors, culminating in significant strides in product development, customer experience, and digital transformation.

Beyond her professional accolades, Jennifer passionately advocates for education and empowerment of women and children through her nonprofit work. Her story is a masterclass in continuous learning, adaptability, and the crafting of a career full of diverse experiences, which she likens to assembling “puzzle pieces.”

Step into the realm of fostering inclusive workplaces, especially in tech, where women are alarmingly underrepresented. Hear Jennifer’s insights on the critical need for mentorship and sponsorship to support women in technology, especially in a post-pandemic world.

As a self-described “accidental CTO,” Jennifer shares her journey embracing unforeseen opportunities and adapting in a rapidly changing digital world. Her experiences offer inspiration and practical lessons for aspiring tech leaders, underscoring the importance of intentional inclusion to spark innovation and ensure diverse representation.

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Meet our Guest

Jennifer Baker, Strategic Technology & Business Transformation Leader

Jennifer has more than 20 years of experience and a proven track record of driving transformative change in diverse industries, including fintech, retail, banking, insurance, technology, and consumer products. A former chief technology officer, her expertise lies in spearheading comprehensive initiatives that enhance scalability, reduce technical debt, and streamline operations, resulting in substantial cost savings and revenue growth.

Jennifer is passionate about empowering women in science, technology, engineering, and math (STEM), and actively serves on the board of directors for both DataScan, a fintech company in the automotive sector, and Women in Technology in the Atlanta metropolitan area.

Connect with Jennifer

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

LinkedIn | Perficient

In this episode of What If? So What?, Jim talks with Scott Brinker, VP of Platform Ecosystems at HubSpot and editor of the pioneering blog chiefmartec.com, about the evolving world of marketing technology (MarTech) and how marketers can stay ahead.

The Rapid Evolution of MarTech

• MarTech is constantly evolving, blurring boundaries as new tools and channels emerge.
• Marketers now juggle a mix of platforms, from CMS and email marketing to LinkedIn and Generative AI.
• The challenge is understanding where MarTech begins and ends as it integrates across the customer journey, including post-purchase experiences.

Shift from Acquisition to Retention and Loyalty

• MarTech tools are increasingly focused on not just acquiring customers but nurturing relationships post-sale.
• Marketers now drive customer engagement, retention, and loyalty long after the initial purchase.

MarTech Consolidation vs. Innovation

• With over 14,000 tools available, the MarTech landscape is massive.
• Despite consolidation from big platforms like Adobe, Oracle, and Salesforce, innovation continues in specialized areas.

Building a Successful MarTech Stack

• Successful MarTech implementations rely on strong integrations between stable core platforms and specialized tools.
• Rather than using an all-in-one solution, Scott advises building a stack that fits your business needs.

The Human Element in MarTech Success

• Success with MarTech isn’t just about the tools. Scott stresses the importance of investing in people.
• Continuous learning, experimentation, and allowing teams to try new things are key to unlocking MarTech’s full potential.

Want More Insights?

For deeper strategies on managing MarTech in today’s fast-paced world, check out Scott’s book, “Hacking Marketing“.

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Meet our Guest

Scott Brinker, VP of Platform Ecosystem, HubSpot and Editor of chiefmartec.com

Scott Brinker, dubbed the “Godfather of MarTech” by AdAge, has been analyzing marketing technology and its impact on marketing organizations for more than 16 years as the editor of the chiefmartec.com blog. He serves as VP Platform Ecosystem at HubSpot, helping to grow and nurture the company’s community of technology partners. He also authored the best-selling book Hacking Marketing and co-authored the recent best-seller “The New Automation Mindset.”

Connect with Scott

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

LinkedIn | Perficient

In the latest episode of the “What If? So What?” podcast, Ron Gaines, senior manager of marketing technology and analytics at Sunbelt Rentals, joins us to discuss the company’s approach to driving customer success. Ron shares how Sunbelt Rentals is committed to ensuring that every interaction delivers real value to the customer.

Ron highlights the importance of aligning sales and marketing efforts to provide a seamless and consistent customer experience. By leveraging data and analytics, Sunbelt Rentals can adapt quickly to meet its customers’ evolving needs. Ron delves into how the company listens to customer feedback and uses it to enhance its services, ensuring it remains a leader in the industry.

Tune in to hear more about how Sunbelt Rentals is setting new standards in customer success and the innovative strategies it is using to stay ahead in a competitive market.

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Meet our Guest

Ronald Gaines, Senior Manager of Marketing Technology and Analytics, Sunbelt Rentals

Ronald Gaines is the senior manager of marketing technology and analytics at Sunbelt Rentals, where he strategically and tactically guides people, processes, and technology to enhance the customer experience and drive business performance through cutting-edge digital capabilities.

A recognized expert and thought leader in digital transformation, customer experience, digital marketing, and marketing automation, Ronald excels in translating data into actionable insights that elevate customer experiences and business outcomes.

Ronald is the go-to authority for organizations seeking to unlock their full potential through exceptional customer engagement. His passion for people extends beyond his professional role—he is a dedicated mentor, committed to giving back and sharing his wealth of knowledge and practical expertise.

Connect with Ron

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

LinkedIn | Perficient

In this episode of the What If, So What podcast, Jim Hertzfeld speaks with Todd Unger, Chief Experience Officer of the American Medical Association and author of “The 10-Second Customer Journey.” The conversation uncovered valuable insights on customer experience (CX) and its impact on business growth.

Unger emphasized the importance of adapting to the rapid pace of customer decision-making in today’s digital landscape and highlighted the need for organizations to unify their approach to customer experience, breaking down silos between product, marketing, commerce, and service departments.

They discussed how small changes can lead to significant conversion rate increases, and that measurement is a critical aspect of CX strategy.

Unger introduced the concept of a “customer friction index” and discussed the use of automated tools to identify pain points in real-time, such as detecting “rage clicks” on websites.

The two also discussed alignment between marketing and CX initiatives, with a focus on growth while maintaining the operational capability to address day-to-day customer issues.

The conversation underscored that effective CX is not just about high-level strategy but requires rolling up sleeves and tackling concrete problems that impact customer satisfaction and, ultimately, business growth.

By prioritizing customer experience and adopting a data-driven, cross-functional approach, businesses can create smoother journeys for their customers, leading to increased loyalty and sustainable growth in the competitive digital marketplace.

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Meet our Guest

Todd Unger, Chief Experience Officer, American Medical Association

Todd Unger is Chief Experience Officer of the American Medical Association, where he has driven record growth and gained international recognition for their CX program.

Unger spent a decade at marketing powerhouses Procter & Gamble and Leo Burnett before he leapt into the exploding digital world as a product manager in the early days of America Online, where he ultimately served as GM of the AOL Local business.  As both a Chief Digital Officer and Chief Marketing Officer, he’s since led digital and marketing teams across large and small media companies, including Lifetime Television, Time Inc., and the Daily Racing Form.

He is the author of The 10-second Customer Journey: The CXO’s Playbook for Growing and Retaining Customers in a Digital World. A frequent speaker and guest on marketing and customer experience podcasts, Unger hosts the AMA’s award-winning video/podcast series, The AMA Update.  He holds an MBA from Harvard Business School.

Connect with Todd

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

LinkedIn | Perficient

In the latest episode of our podcast, we dive into the world of communications, media, and technology (CMT). Our guest, Kevin Colletti, director of digital strategy and consulting at Perficient, sheds light on how these once-distinct industries are rapidly converging in the digital age.

The lines between telecom providers, media companies, and tech giants are blurring. For example, when you sign up for a phone plan, you might also get cloud storage and a streaming service bundle. This convergence isn’t just changing how we consume content and services; it’s reshaping entire business models.

But it’s not all smooth sailing. CMT companies face unique challenges, from meeting sky-high customer expectations for connectivity and security to keeping pace with disruptive technologies. The pressure to innovate while maintaining core services is intense.

In the B2B world, we’re seeing exciting developments like 5G-enabled smart farming and fixed wireless access for small businesses. The Internet of Things (IoT) is connecting everything from smartphones to industrial machinery, opening up vast new possibilities.

Key takeaways for businesses? As Kevin aptly puts it, “Don’t follow the shiny object. Understand the shiny object, how it applies to you and how you could leverage it or leapfrog it.”

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Meet our Guest

Kevin Colletti, Kevin Colletti, Director of Strategy and Consulting for Perficient

Kevin Colletti is the director of digital strategy and consulting at Perficient. He has extensive experience working with client senior management teams to develop innovative digital strategies that deliver measurable results. He thrives on creating simplified solutions to complex business problems. Prior to joining Perficient, Kevin held roles including CEO at both a digital agency and a software company as well as head of eBusiness strategy for a Fortune Global 500 company. operations.

Connect with Kevin

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

LinkedIn | Perficient

In our latest “What If? So What? episode, we sit down with Kevin Espinosa, a seasoned digital strategist with a rich background in the industry, to look at how technology is impacting the manufacturing industry. Kevin’s journey from an electrical engineer to a digital marketing expert provides a unique perspective on the evolving landscape of the industry.

The conversation highlights three major challenges facing manufacturers today: ongoing supply chain issues, inflation impacting the cost of goods, and a significant labor shortage. Kevin emphasizes the transformative power of connected products and the Internet of Things (IoT) in addressing these challenges.

Jim and Kevin also discuss the role of artificial intelligence and data analytics in optimizing manufacturing processes. From predictive maintenance to improved safety measures, these technologies are revolutionizing the factory floor.

As we navigate a new era of manufacturing, it’s clear that digital transformation is not just a buzzword – it’s a necessity.

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Meet our Guest

Kevin Espinosa, Director of Strategy and Transformation at Perficient

Kevin Espinosa is a seasoned professional in the manufacturing industry. He worked at Caterpillar Inc. for 33 years, holding many positions, including digital marketing product owner, where he was responsible for the implementation, development, and support of Caterpillar’s digital marketing ecosystem. He has extensive experience in brand/partner strategy, digital transformation, and operations.

Connect with Kevin

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

LinkedIn | Perficient

In our latest episode of “What If? So What?”, we dive deep into the world of semiconductors and the cutting-edge innovations being made at Intel. Host Jim Hertzfeld sits down with Carolyn Henry, vice president and general manager of America’s regional marketing at Intel, to explore the indispensable role of semiconductors in our daily lives. From the devices we rely on to the transformative power of AI, Carolyn shares fascinating insights into how Intel is shaping the future.

But the conversation doesn’t stop there. Carolyn also discusses a topic close to her heart: gender equity in tech. She discusses the significant economic and innovative benefits of diverse teams and the urgent need to accelerate progress towards gender parity. With a mix of humor and candor, Carolyn provides actionable advice for parents and leaders alike to support and promote gender equity.

Don’t miss this engaging episode filled with forward-thinking ideas and practical takeaways! Tune in now and subscribe to stay updated with our thought-provoking discussions.

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Meet our Guest

Carolyn Henry Vice President and GM of Americas Regional Marketing at Intel

Carolyn oversees marketing for Intel across Canada, the U.S., and Latin America. With nearly 20 years of experience, Carolyn has led various marketing and content development initiatives, including roles at IBM and BMC Software. She holds a B.A. from Connecticut College, a Master’s in Technical Communications from Northeastern University in Boston, certificates in marketing from Northwestern University in Chicago, and a certificate in poetry from Washington University. Carolyn lives in the Bay Area, California, with her husband and young daughter, and enjoys traveling and learning new languages.

Connect with Carolyn

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

LinkedIn | Perficient

In this episode of “What If? So What?” Jim talks with Bradie Speller who shares insights from his extensive career, tracing the arc of technological evolution from the dawn of personal computing to today’s high-tech environments.

Bradie discusses his early experiences at Mars Group in the 1980s, where he first encountered the transformative power of the IBM PC. He highlights a critical oversight in many organizations: the underestimation of proper training and human interaction with new technologies. Through anecdotes and historical context, Bradie illustrates how socio-technical systems — the blend of social systems and technical systems in the workplace — are pivotal for true organizational development and change management. This episode is a must-listen for anyone interested in making technology work for people, not just making people work with technology.

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Meet our Guest

Bradie Speller, Change and Transformation Thought Leader and Tech Development Enthusiast

Bradie Speller is a seasoned executive with more than 25 years of experience in global strategy and transformation for Fortune 500 companies. He excels in leveraging human capital with business operational needs to drive bottom-line results for global enterprises. Bradie specializes in digital transformations, organizational restructuring, and M&A integrations, with a strong focus on diversity, equity, and inclusion.

His leadership in digital adoption and organizational change has spurred growth, streamlined productivity, and saved millions for both profit and non-profit organizations. A thought leader in change and growth strategies, Bradie is committed to philanthropy, sustainability, and poverty reduction, advising a non-profit NGO and a cleantech firm. He volunteers with Big Brothers Big Sisters, leads a radical mentoring community, and is an accomplished musician.

Connect with Bradie

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

LinkedIn | Perficient

In this episode of “What If? So What?” Jim talks with Neelima Sharma, SVP of ecommerce, digital, and technology at Lowe’s about the challenges and successes of transforming the retail industry through digital innovation. Neelima highlights the importance of teamwork, trust, and a customer-centric approach in driving the company’s growth and also emphasizes the significance of personalization and building long-term relationships with customers. The conversation touches on topics such as the impact of COVID-19 on retail, the role of AI and human intuition in decision making, and the importance of accurate inventory management. The conversation provides valuable insights into the strategies and mindset required for successful digital transformation in the retail industry.

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Meet our Guest

Neelima V. Sharma,  Senior Vice President, Digital Commerce and Technology

Neelima Sharma, SVP of digital commerce and technology at Lowe’s, oversees the company’s online business and customer- and vendor-facing technologies. She enhances omnichannel experiences, core merchandising, and competitive pricing strategies. With more than 25 years of experience, Neelima has driven significant tech advancements at Lowe’s, including migrating Lowes.com to Google Cloud, and previously led Staples’ $8 billion B2B ecommerce tech division. Her career also includes impactful roles at JP MorganChase and Deloitte.

Neelima holds a bachelor’s degree in computer science from the University of Delhi and a master’s from the University of Indore. Recognized as a leader in retail technology, she was named among the Top Women in Retail Tech by Retail Info Systems in 2023 and honored as a Top Woman in Hardware & Building Supply by HBS Dealer. Neelima is an adviser to tech startups, serves on the board of Charlotte Center City Partners, and co-chairs Lowe’s Asia Pacific business resource group.

Connect with Neelima

Meet the Host

Jim Hertzfeld is Area Vice President, Strategy for Perficient.

For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.

Connect with Jim:

LinkedIn | Perficient

Reflecting on Summit

At the Snowflake Summit, a strong commitment to AI was emphasized. Both Snowflake and NVIDIA have made strides in building their AI capabilities. The rise of AI, particularly generative AI, has been a prominent topic at cloud tech conferences over the past year. As a former Snowflake employee and current customer, I’m intrigued by the potential of AI. Jensen Huang, NVIDIA’s CEO, and Sridhar Ramaswamy, Snowflake’s CEO, frequently discussed the concept of a ‘flywheel’.

Understanding the flywheel concept in software development is vital. Something we at Perficient, have been doing for some time now.  It’s described as a visual loop that enables technology to achieve velocity by reducing internal process friction. This flywheel analogy is relevant and compelling. Many IT enterprises struggle with disorganized data and fail to achieve needed business growth. They often grapple with maintaining a single version of truth and meeting business needs. I have immense respect for stalwarts like Jensen Huang and Sridhar Ramaswamy. They’ve earned the right to discuss and evangelize their investment in “Enterprise AI”.  Let us at Perficient, take it from there.

As a recent addition to the Perficient leadership team, leading our growing Snowflake Practice, I ask you, the reader, if your data is ready for the Enterprise AI discussed today. Whether it is or isn’t, we’re ready to help you build your business flywheel in Snowflake. I look forward to starting this journey with you. Please contact me at jerry.locke@perficient.com to begin.

Check out more from our Snowflake practice here.