Live From HIMSS 2018 – Cloud, Consumer, and Interoperability All Come Up Big

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Episode 9

Bill Russell:                   00:10               Welcome to this week and how’s it when we discuss the news information and emerging thought leaders across the healthcare industry? It is actually Thursday, March eighth, but we’re going to put this episode up on a Friday, March ninth. This week we’re going to talk all things hymns. We’re going to talk about blue button two point. Oh, uh, just a reaction to all the many announcements. We’re actually recording live from the showroom floor and uh, uh, it’s, it’s, it’s gonna. Be a fun time talking about those things. So this podcast is brought to you by health. It’s a leader in digital transformation in healthcare. This is episode number nine. My name is Bill Russell, recovery healthcare cio and writer consultant with the previously mentioned health lyrics. Today I’m joined by a great friend of mine and one of the tallest, most consumer focused ceos in the industry, David Baker. David, welcome to the show here.

Bill Russell:                   01:04               Great to be here. Thanks for having me. It’s going to be flat. You sent me a bio. I did. Wow. I should pull it up in the email and read it because people aren’t going to believe all the amazing things that you’ve done. So let’s see what you said. A wow. That’s a good one. As an SVP, chief information officer, David Baker leads Pacific dental services information technology team in digitally empowering patients and further enabling clinicians through innovative technology solutions. David was named 2017 innovator of the year by Orange County Business Journal. Congratulations to you on that list. I never got. Anyway, great job. Uh, and one of the computer world’s premier 100 it leaders in 2016. A Baker’s proven international business and technology strategists. You actually had your own startup at one point back in the Great Britain. Yeah. Am I saying that right? That’s right. Brexit. Brexit didn’t change the name at all.

Bill Russell:                   01:58               I prefer to England, England. Okay. Is there, is there is more than just eating. So you’re even one of those entrepreneurs who started your own thing and sold it off. So, uh, and clearly, you know, David used to work for me, he’s gone on to bigger and better things now as the cio really focused it on the consumer super experienced and I’m really looking forward to having a conversation with you about what you’ve learned hands and we’ll also get into some stuff around, around the consumer experience. Neat. So, uh, actually give us a little background on civic dental, but it to the company why it’s relevant for healthcare. People don’t think of dental health as health, but it really is and you guys aren’t a small practices like a billion plus organization. So it’s a pretty vague for sure. I mean a Supa, uh, it’s a great company. Met with the leadership that I see often a transition now of the knights of St Joe’s last above. That is my growing up here. So we’ll skip some of the, some of the things I did to you while you were there to, just for you. But yes, we did a lot of great things so it was really good.

David Baker:                 03:08               Really Fun. A great journey. I think it was just a by the time the problem is I didn’t have a big, uh, uh, my, my scrappy roots I’d say so yeah. Bumped into folks at the PS and just explosive growth company, a panic in the way that they fully upon is essentially have close approaching to close to 700 dental disease and second largest dental associates organization us 700 across the country yet. So was 17 states, 76 aggressively opening additional says there’s no that. There’s a huge demand from honest that we go in and help them practice the audit. Is it all dental? Are you partnering with healthcare or healthcare stuff? So I think this is where things get really interesting and we started to touch on some of this has been like the redheaded stepchild. It’s everything’s caught off.

Bill Russell:                   04:07               Yes. It was like, it was like, yeah, you’re healthy except your teeth are bad, but that’s not exactly.

David Baker:                 04:14               Systemic health is kind of one of the key passions to me at least the technologist and the company as well. When I, the businesses involving, we are seen instances of folks popping out, passing included where we’re having a primary care physician sets up with the dentist in the same office, which is frequent. You go down to little johnny and the kids get the annual health checkups right, or hopefully a bit more on the NFL ticket. You can do the little, get the shots and then go and get your teeth cleaned and the checkup as well while you’re there to be very convenient. And more importantly you start to correlate this data between a medical index which is done. That’s the big money.

Bill Russell:                   04:53               So are you guys on an Ehr? The EHR thing in dental?

David Baker:                 04:57               Absolutely. It’s very interesting because I like going from medical. Dhl is secret from him is just natively with different folks in, in that spice. And uh, and at different levels in dental, everything is as high as 80 percent of them off get his private practice. Twenty percent is that as the DSR. That’s way we operate as a lot of applications, private practice focusing on spinning off companies in their bedroom. And then, you know, grown over the years and for us there’s definitely a market and the DSO spicy. It’s a halt. So what I’ve found is, you know, the unfortunate situation though, most of the folks that are in our space and practice management in them on definitely lacking some more. The emerging thing.

Bill Russell:                   05:46               So soon we’ll see some of these players folks. Good. Because it would be great to have a medical record, right? A personal medical record that has everything. Yeah. Imagine not only the consumer side with the dental side and the medical side. So I’ve sort of sure more to come on that. And I’m sure if you were here in, you’re talking to some of these players will wait for the announcements a little later. All right. Is a really exciting stuff going on. Like I said, this could be fun. Well I look forward to talking to him. So we’re going to talk, you know, a big themes. We’ll talk. What’d you learn from the floor? We’ll talk, uh, will, will, will hit on, you know, what, what was your favorite in handout at the booths are for those kinds of things. We’ll see. We’ll see what we come up with.

Bill Russell:                   06:28               I know I’ll kick us off here. I feel like the. There’s A. There’s four main themes that are being driven home here. I think there’s three overhype queens and then I think there’s one that’s sort of in the background everywhere. I’ve seen it everywhere, but it’s not being high. The four main themes I’m hearing is clap, so Eric Schmidt came on that first night and said, if you’re not into cloud healthcare, if you’re not in the cloud, it’s time to get predated. Don’t walk, run, sprint, get there, and if we do this back in our. When we were working together before we moved to the cloud is 2012 because we knew that you could get to scale where you could do things in the cloud that you couldn’t do if you tried to hold onto your, your datasets, get that data into azure or aws or google.

Bill Russell:                   07:14               Now you have access to these machine player in ai layers. You can do some things that drove that moment is keynote some of the other things, our customer experience, so we’ll talk a bunch about that. I think that is being driven home, knowing your patient’s journey and really doing a good job around that. The other area which has gotten a ton of press and some really exciting announcements is interoperability. Right? So Seema Verma from cms and jared Kushner from the trump administration came in and they did their announcement on a two point. Oh, which I think is really exciting. So you had blue button which took the medical records for all the people within the va that they could actually press a button, download their entire medical record, goes somewhere else, and then I give them the repetitive records electronically. Well now that’s available for cms. Fifty $9 million patients can think I have that number right now, 59 million patients.

Bill Russell:                   08:12               Now you’re going to be able to press a button, download it, then upload it to another. So. So cloud customer experience, interoperability, really three themes are probably the four, the three. I think that our way overhyped this this year. I’m curious your thoughts on Ai, right? We’re all excited about it. We know it’s there, you know, it’s gonna be great, but I mean every booth, you know, they say ai, you’re like a machine learning ai are the two and then blockchain and again, all three of those things are going to have a major role within healthcare. But uh, it’s sort of like population health. Three years ago we’re, we’re hearing everywhere we went, people like didn’t have a good definition or how they were going to use it or where it was going to, where it was going to play it. Now I think those three are still trying to find their space and it just feels kind of overblown.

Bill Russell:                   09:04               The one that’s behind the background. I want to talk to you a little bit about this, but his voice. So machine human interaction seems to be changing. You know, we speak, we saw this with augmetics and Google glass. They were doing dictations are there. I know, but you guys stopped at the booth and Vm ware had, uh, the, these guys are sitting here with an Alexa and they go, Hey Alexa, a spin up more instances of our, of our whatever it it up for more instances of servers. It, that’s not a practical application, but don’t think there’s going to be a lot of application for voice. Huge. I mean, yeah, for Rosslyn. We experimented with that. I think faculty day. It’s interesting looking at some stuff that isn’t an hour which will level. I mean we did a lot his west coast rubbing instance, all the cities right back, so it was a, at least that’s now like the basic.

Bill Russell:                   10:05               I mean if you don’t have that today where we yet, where your doctor walks up and does some sort of biometric screening and logs onto the system. You’re, you’re behind. But I think what you’ve got now or is this really cool APP Ios sdks comes to throwing out is the engine gossip. What you will thrive technology experience standpoint. We just log in through your utilize insulin. Before it was just that point to point integration. Something that’s been the pivotal point in enabling Alexa, so you have, so the the kpis are finally there and the sdks are funded there. You’re able to tap into these. I know of when we were at Saint Joe’s, we have the attached to team who said, look, we want to be able to look at appointments for voice, and we thought about what’s this going to be a $10,000 project product, and the engineers came back after the weekend and said, okay, it’s ready to go.

Bill Russell:                   11:02               I was like, what do you. They have integrated it with one of our data repositories and they essentially had on Google home Alexa, not Amazon Echo, Google home. I said, tell me about my appointment and it came back and said, your next appointment is on this date. Would you like a reminder in your phone or binary? It’s amazing. So I think to the pros, to your point, right, the things I’ve seen a St Hinze this here is really around things as the new oil. That’s way everything seems. We can get clean, open nights out and that we can just hopefully and I that it’s to stand free nights free. The data shows they applied. That was. Are you just the data you better in dental or is it. Is it equally you have a big enough project and we’ve got the biggest repository.

David Baker:                 12:05               It just bothered me totally utilizing. We’re heavy on metrics, KPI driven organization. We see that everyday. We do better business through that night. Set up. Gates in general is extremely pregnant. They’ll never get to go in the current state. Right. And say, Hey, let me just take one piece of information that you would go to a dental office, right? One cohort, go to a different one and go through your extra can go through the paperwork. Well that’s the.

Bill Russell:                   12:37               You say it’s the new oil, but we’ve got to refine it to get the data to the point where you can partner with a research institution that says, Hey, let’s let’s go through your data and come back with some insight so we can help people live healthier lives. Sort of gentle by doing this analysis, finding the patterns and saying, okay, these people maybe have a different pattern for health and somebody else or that you hit the nail on the head. Right? Think about the value of that data that probably were asked with static health standpoint, right? When he correlations between basically how you made the jump from one industry to the other oral systemic health you like, you’ve learned the do you know now you know that’s a little about the teeth to access to. It’s a great place for you. But yeah, that’s. It makes a lot of sense.

Bill Russell:                   13:32               Let me ask you this question, and this is off topic here, but the hardest to go from one industry, but obviously it’s, it’s still healthier. Is it just a word for a CEO to make that jump from one industry to another now it was handy having the healthcare ground and when you go in this country and you know, I can only get by my accent so long, so I had to pick up some slack and why we have you on the live cast number of listeners just double. They’ll find out that I don’t know that much about dental. No,

David Baker:                 14:01               I think it’s been huge in this day and age. The CEO, you need any see the disciples. It’s kind of Cliche to say it is. I don’t want to become a data center cio. I think that it’s almost coming to the industry agnostic, so the health spaces, the health space and take up all that health space. You know all it takes all that health space now, so it’s how do we go into such traditional businesses and inject our digital experience to improve those workflows and give minutes back everyday to the those caregivers. It’s. It’s the same. It’s the same story, but the biggest piece of this next generation of healthcare is making sure that before you can take it with you, it’s that you can begin to learn about your voice

Bill Russell:                   14:46               and so that’s the thing I’ve always appreciated about who’s you liked the technology, but it was never about the technology. For you, it’s always about the experiences and how do we. It doesn’t matter if it’s dental, if it’s retail, if it’s medical. In fact, it’s harder in the medical side because we almost, there was a time where we used to say the word consumer and they would look at us like, are you talking? And uh, but now we’re finally getting and we’re talking about consumer experiences. What, uh, what are some of these. You got sort of hog this joe here, Minnesota seems you got

David Baker:                 15:16               this is great. And you know, I’m passionate. We’ll touch more about consumer experience. I’d like to treat everybody as a customer and look at it through the eyes of the customer and that essentially where we were. I’ve been out in healthcare. The patient, it’s so ripe for some low hanging fruit is disrupted. Again, it’s not an over used word, but disruption this, this and this legacy and history. So things here, like I said, data and analytics, right? Self self serve twice. We’ve been talking about it for a while. Get very stagnant. Self Service and you’re doing your own data mining now it’s becoming easier and easier. It shouldn’t be, it shouldn’t have to have a whole data science team behind trying to pick out certain correlations. It’s buying. I mean, you need that. Well, I want to serve up data to folks that you all hungry for that want to make their own easy drop. Complete correlation. Yeah.

Bill Russell:                   16:07               But I’m curious. Your new CEO and so our CEO, we both served under. I remember her. She, she had come to me going, when do I get to just be able to google our data? Right? I just want, I just want to ask you a question like how many people in Orange County had this or how do we, you know, just she just wanted to ask him questions and her experience was, I liked that Google interface, which is just one little box I type in my question and I come back with a bunch of different animals die look at and go, is that one? It doesn’t have to be perfect, it just,

David Baker:                 16:39               I want that summer off right now. But once again it’s about getting that base route. So for input management right now, for example, we utilize a company called tanium and that naturally language in terms of, hey, how many windows xp machines? At least the old Paul back on. It’ll pop back up with your topic queries and I think, like you said, it will be Alexa next. I’ll ask Alexa to be able to. How many windows? Ninety $5. Oh Man. We’re in trouble. The other big thing sit for a while. Right? So I feel like blockchain is the new. I’m in the cloud, right? I think we pulled that out. Sure. We get it. Blockchains really interesting thought. It’s at the, it’s just that the onset, right? Progressive Iot I think, which we embarked upon even when I was trying to do the tracking for Bluetooth Meshes the other. That’s hotmail. I mean people are tracking as easy as an, but you don’t need all this crazy hardware. The story through the beacons or through some of the Ohio location services through network providers. Uh, it, it’s much easier. So I like seeing the way that the devices that come into the environment that we talk about it

Bill Russell:                   17:50               because the ecosystem overall, most where we’re going to track where it is we’re going to track his health, his health healing going on. There’s so many applications. You will lie to these, these little devices that now have a life, but there aren’t so interesting. So iot has mature. It’s starting to get there. You talked about wayfinding as an example, but not only with money but by devices within, uh, within the organization as well. I’m looking over there making sure we’re still 40 though. So finding device that we were doing it because we were losing devices. Literally they were walking out the. Yep. So we were finding places that way. Um, but there’s, there’s just a pill boxes to places and people slow. The iot is ever where we don’t even, it’s liquid. It’s actually how it’s what the cloud has enabled to the background. You don’t see it, but it’s working for you.

Bill Russell:                   18:49               It’s like we used to have been to tracker steps and everybody has a fitbit now. Almost no one does. But if you ask how many steps I have, they pull out their phone and they go, I’ve had 12,000 steps. And just that whole casual book, it’s on my watch because if it’s on something that’s already. There were some areas where you think you’re going to use Iot, so as you know, we’ll talk about this I guess the off of some of these deployments. It’s great coming in, get all that juice about what’s managing, but the question is how my aunts running chemo trains running, right. And then two, how am I building planes on the side? Right. But let me go. I’ve trademarked. Well, it’s, it’s a struggle in the health website on this. It’s a story. Yeah. Yeah. And so the role of CIO keep the trains running on time, lay new track, right?

Bill Russell:                   19:42               So everyone’s saying, hey, can you make this a little better? And then if school they’re in phase, which is the moonshots, right? Or some of the stuff that’s what’s coming by the way you should. And he wasn’t read that one. That’s the case. Especially you come up through the ranks as a technology leader, I believe heavily in adults being operationally excellent just everyday, which I like a well oiled machine because you could lose your job if you could build the best airplane in the world, but if your data center keeps going down sad, listen, you’re here on the street, that stuff running to truly be at the business table to align with the business plan, those growth plans and see how you all been digital partner xY, , Z and songs and that’s what they want you to be the expert. They want you so you’re at this conference, you’re walking around.

Bill Russell:                   20:26               They want you to come back and say, okay, here’s where healthcare is, or here’s where digital scope. Here’s some of the things that are going. To be honest, I think you make decisions when you’re educating that at some point and then you’re saying, okay, here are the. Here’s the five things we can do. It I think makes sense and they’re saying, okay, for next year strategy, I think we should do these units. I mean, how do you guys set strategies is sorta like that are absolutely the thing that I’m most impressed with your around. Again, always just that transparent strategy and plan over the next 10 years with, you know, focus on the next one or two, you know exactly what we’re thinking or like let me get my plans, which really boil it down to projects which way all wind up and we’re crushing group and then if something takes a high road we can.

Bill Russell:                   21:19               We can go out that. I think the benefit of buying the early days was we miss the train. Some of the really cool imagine tech I think could give us immediate benefit is why I’d like to do spin out the emerging technologies for job I do now. That just gives me immense leverage with what we can dispel. False. And so what do you do with Iot? I’m sprinting hard on a project right now. When you blow into, well, you will be notified, right? Technology I built. We’re on time. We’ll see you in two minutes. You will sign off on it. We go to God and then more of a concierge style will be absent, palpable on screen. The height, income scale is these photos and information that we already have on. We’ll do a great conversation, but having creates an experience, right? That’s really what we’re looking for.

Bill Russell:                   22:10               Really great experience and that’s a bunch of stuff on him to be honest on the show I’ve scribbled on next week. I’m talking about two weeks. You’re now a show for him. There’s no way. So we’ll. We’ll, we’ll move on. One of the things are, so in our second segment, we do a leadership attempt to detect they had with you. It’s not leadership or tech. I want to talk about their consumer experience. I think it is top of mind. It’s definitely tough minded hands. I think it’s top of mine for both ceos. So why? Why are we finally talked to her? Why is it important to talk about consumers? Is this going to be the. Is this going be a point of differentiation without within healthcare or are we just leave with this? This is a changing thing. You leave and experience, right? Most hooked up on an app these days, they go out and they build, they build, everything is already up from frame wise running, run through it, and then engineer it back is wind scenes, so lead with the experience.

Bill Russell:                   23:07               People holding up the days off, you know, open business it digital experience being separate that one now and you know anyone that shadow it is real and people in the business I’ve had this problem recently are going out and they want to file share service, because in the end the traditional service sucks, right? Think they wanted these to study video conference system, right? So they’ll just go and download that widget. So it’s important to bring those tools to do that in business notes. Amazing to me is, is this tangent here, but every healthcare system, every company I’ve ever gotten into, I’ve rarely come across a good video conferences. You go to this conference room, it’s like, yeah, it’s old fight work and not work. Okay, I’m going to plug it with Dvi. It’s like, well now you need to know because it’s, it’s a hard budget to get to. The experience sucks for almost everyone, including the executives.

Bill Russell:                   24:08               So we will tell you, I always allow me a, you know, situation and it was a specific data. So it’s funny, it’s nothing. Revolution is just video and I’m like, well she’s just student be this huge like of cables and so I just wrote out a ring solution to unify communication standpoint. Telephony. Yeah, we’ll, we’ll, we’ll, we’ll have to get up. I’ll have to do the uh, the translation part of our park is in the parking lot. British translation here. Keep, keep, keep translating. So we just rolled that out and it really is, I think finally just a great amalgamation communications products that people do that. A video. So that’s a, that’s a good use case. You, you, you approach everything internal and external through the lens of the suit. So virgin extra. What are some other use cases where you actually, I’m going to take you back, of course, back there.

Bill Russell:                   25:06               So I think one of the most impressive projects I suppose, uh, I actually take some credit for. I really shouldn’t take any credit. Was really you, was this a 65 you remember? Remember? Well. So, so talk about $60 because I think every healthcare cio should initiate a 60 back project. So it started really back in the day when we were, how many minutes can we get a commission for that same like many suck experience. So number one, go and spend some time now he likes how it makes sure you’re there on the shop floor with the customer in many a night in bed and seeing where we can improve improve lives and workflows. So we demonstrated every one of outpatient were a 15 minutes back back on that day every day for some of the magic and that was way back. I apply that to every situation to this stuff by going first and foremost, let me look for us rather than to shooting people. He speaks to people, people spend a long time.

Bill Russell:                   26:10               And that was the thing I think is the difference was while we were looking for problems, you know, out in the hospital floor you set a challenge. If you get 15, you should be off the top of that. Why don’t we start at $60 and 65 was folded. So that the challenge was how do we get 60 minutes back and so in school, so that’s the role of the CIO by the way. Somebody comes in and gives you a great gift of 15 minutes and you go, yeah, make that 60 or they go, yeah, I saved you a million dollars of your budget. You’re like already it five. I mean that’s sort of what we do is constantly reinventing I guess. Right. But that, that is such a great project. Especially since we’ve done the EMR projects and we’ve added to all the clinicians. Dave seeing this burnout happened. It would be great to continue to make those efforts. It was a huge, huge project. I remember one of the things you guys came back and said, hey, what we identified the Ed is a. When we redid the Ed, we didn’t put the credits in the right place. So all we did this, we bought two additional printers, repositioned them all. If we see five to 10 minutes, these people trying to find

David Baker:                 27:17               some yet greenbelt training here is is good to have some of 16 foot posts coming in and just looking at the digital workflows, right? So it wasn’t simple as that, so we could save a couple minutes a day here, a couple of up quickly. One of the biggest things, especially medical is very helpful, right? As well as some of the prescription for this next cities around that and he uses horrid list and hit print itself. I mean tonight so we can implement in systems. Whereas whereas the posters I could imagine outcomes. Why job

Bill Russell:                   27:52               vibrating floor and that was. That was great. Give me, give me some examples. What are you’re doing? What are you doing at a civic, dental in that area and it hadn’t measured success.

David Baker:                 28:04               Success for me is always. I say that in a couple of key areas. Right? And once again it comes back to that patient and and, and the dental experience. How can we get back whenever you guys two things happen. One, you can spend more time just gauging that patient. You can get more patients into all schedule, right? A revenue, see the driver revenue matters. So yeah, we were really focused. I always lead out with those experiences become more efficient so that we end users presented with the right information at the right time to make the correct decision.

Bill Russell:                   28:45               So if, if so if I saw a measurement, you would actually talking to her for minutes or, or hours.

David Baker:                 28:52               Immediate satisfaction. Satisfaction is a big one lot. So you know when I go in I always pitch a partner and say I would like to cash. Why don’t they buy details but his, his wife think you are or when you did that a lot because I get these unlike who do this, this is so good. Well I’ll usually send. The reason I want to do it is because we’re going to save here or you’re going to enjoy their time ultimately optimization down the road. So the biggest thing for me is once that once the funding’s in and you’re out there and you know the project, it doesn’t always work and always say fell. False piece of advice around make sure you get out fossil refineries. It’s coming back round to your sponsors. May Be saying, well bill, thanks. You invested a million bucks in this. Here is unusual boost video work doesn’t have to. It wasn’t cheap. Inexpensive, wasn’t Hollywood production. Come back

Bill Russell:                   29:42               here, right? We have to say these days and say, look, it’s like it’s changed the way that it’s given them time. Project closure thing is something we forget to do and going back, going back to the people that gave money or going back to the clinician said that gave either time and saying, hey, here’s what we’ve heard. Here’s the result. I mean they may experience. I think essentially we make as, oh, they’re living so that they know what you need to keep telling the story over and over again outside of the leading by the experience and making sure you’re coming to the end users, which we can touch on. The whole thing is going back to those stakeholders and demonstrating success. Go track satisfaction schools. I’ll see. We have time schools and we have a series of kpis and says, Hey, we’ve got a good. Yeah, so propeller head is British for really smart people go there, know their technology, grabs his main site, right.

Bill Russell:                   30:41               You can’t have really, really geeky. It pumps it out. Plus now you don’t saying everyone right out. They’re trying to find off down the customer delivery right behind cloud office to make sure it’s intuitive and sticky and people will pull him rather than push it and so we know that way back. Great deliveries with mechanics and grow. Just to prove out that that’s one of the things that you taught me was you started hiring these people with more customer service backgrounds and technology backgrounds and I’ve pushed you a little bit on it. You send it out or watch. Watch how good this is actually six, Rachel, if she. She heads up a lot of our consumer engagement kind of thing because that’s how she’s wired. She face and the technology comes along. You pick it up. If you could, could you use it? I always say, right, when’s the last time that you bought Google support? When’s the last time you called facebook or accelerated? But yeah, I don’t why you sell, sell his trust in us and then you don’t need an instructional. Yeah, absolutely. Well, I think we’re at the young. We are, we’re notes. It goes so fast. It sounds good. What? I tried to do a half hour only because, you know, when I was a cio I didn’t have time for an hour, five minutes. So that’s great. So we usually close that second, third segment. We usually close with our favorite social media. Do you want to go first?

Bill Russell:                   32:12               I’ll go first. So my favorite is, was really, and you know, we used to do this dogs and you always used to take the main thing is why are you giving like a Richard Branson quote, so I’m going to end Richard Branson and Tony Robbins. Tony Robbins or it’s over it.

David Baker:                 32:40               So in honor you bill Richard Branson put out a. just each wait around how he’s trying to reinvigorate breeding thing is economy last year. Travel experience is starting to suck again and it’s all about, you know, the offline teams ticket shoved onto client like that. So he’s trying to make economy that experience at a correlation I draw. Is, is from that is folks like him, the mosque, right? That was just constantly go, yes. Good, yes, I’ve become. The company’s Great. Came up, what’s next? Someone’s in the committee, in my lunch. What’s next? Already assisting about what’s next and say I love that we need to do more than help.

Bill Russell:                   33:20               That’s a creature which is to try to reject out ahead and say what can we do that really make this experience better for, you know, all the, uh, all the people involved. So my, I’m going to cheat a little bit. We, uh, I thought it was very creative. So you walk into the walking, the hips, the suite and behavior, that newspaper, which I came from that they still need to. I, I have to admit the bagger. I can, but I’m the Indian newspaper and there’s people walking around with them and then there’s a whole bunch strewn all over the place. But I don’t know if you saw this, but there there was somebody handing out a sort of an off brand thing called fake news or fake news for him score and it was just funny stories. It was a made up stories and when I couldn’t find a coffee I wanted to free coffee because it was really funny.

Bill Russell:                   34:12               It’s really well done. So I just, I just wanted to share with people that concept of fake news and him for the conference. I’ll try to track it down because I think it’s funny. It’s like three bucks. Well thank very much for being on the show. That’s uh, that’s really all we have time for. Let me find the clothes here on this thing. So that’s all for now. Thanks. We follow you. Follow me on my exams. So that’s t c h y e excellence. Okay. And that’s on twitter. You can follow me at the patient cio. Uh, don’t forget to follow show on twitter as well as we can hit and check out our new website this week in health it all, I can say new. It’s been out there for about nine weeks now. Um, I feel like the show, please take a few seconds and give us a review on itunes and Google play and pleased to come back every Friday for war news, commentary from industry influencers that you are in industry. And also thank you very much. That’s all for now.



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