The Reboot Chronicles with Dean DeBiase Dean DeBiase

With AI being aggressively adopted in most every industry sector, you may be wondering what becomes of the billions of call center interactions that take place around the world? With all the technology imbedded in our lives, most are frustrated because they are not served well through self-service platforms—and many say they want to connect with real humans behind the brands they deal with.

Operating on six continents with 64,000 employees conducting billions of these last mile conversations in 50 languages is TTEC. The $2.4B services provider takes innovation seriously and is working on rebooting tech. platforms and other AI-enabled customer journey solutions across all interaction channels at the world's largest corporations.

We invited TTEC’s President and CEO of TTEC Engage for an episode of The Reboot Chronicles to discuss “the innovative mess required to be better than you were the day before” and unpack how she is taking this market leader to the next level of market-making growth.


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The food industry has been struggling to adapt to the world around them. With pickup and delivery services impacting grocery store sales, and the rise of services like DoorDash and Uber Eats rebooting consumer habits, competition and change are the new norm.

A key player quietly rebooting the grocery and supply chain sectors is Spartan Nash. Founded in 1885 as a tiny candy and tobacco store in Devil’s Lake, North Dakota, Spartan Nash is a $9.7 Billion Fortune 400 company with 17,000 Associates that delivers to 2,300 independent grocers and hundreds of their own stores. They also “deliver a little taste of home” to all who serve the U.S. military no matter where they are stationed around the globe.

We invited Spartan Nash CEO Tony Sarsam to this episode of The Reboot Chronicles for a behind the scenes tour of his reboot story. A thoughtful agile leader and industry veteran from Frito-Lay, Borden, and Nestle, Tony has been transforming the company—and keeping his teams on a mission to “Make Yesterday Jealous For How Great Today Is.”


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Most American consumers have credit card debt in some form, with the total across those consumers at an alarming $1.03T. A new subset of the debt market that has been growing over the years is the buy now pay later model, that is projected to grow to $167B market by 2032. Though it may seem familiar to those that remember retail layaway programs, the model offers another way for consumers and merchants to transact, without the common credit card interest rates charged across monthly statement balances.



One of the biggest of these rapidly growing platform companies is Affirm, Inc. Similar to Afterpay and Klarna, Affirm has over 50 million consumers on its platform that have generated $60 Billion in merchandise value through nearly 300,000 partners from the largest retailers and travel companies to the smallest online stores on the Internet.



We invited Libor Michalek, Affirms President and board member to this episode of The Reboot Chronicles to give us a behind the scenes look at this sector, with insights into what helped Affirm take-off, and what’s coming next.


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When you hear about a public company going through six CEOs, you may think “they are doomed!” Not so when you bring in an outsider who was the President of Uber, and focused in on rebooting the culture first—rather than deploying the typical rinse and repeat “transformation” consulting playbook.



H&R Block has been on a rocky rollercoaster ride over the decades—occasionally coming close to the brink of obscurity, irrelevance, and decline. More than a cultural shift, this $3.5B behemoth, with 60,000 tax pros in 10,000 locations who have prepared close to 100 million returns, required industrial strength turnaround leadership.



Their CEO Jeff Jones, a grounded, humble and agile leader, brought that strength to the company. He joined us for this episode of The Reboot Chronicles to unpack dozens of Reboot Lessons, with remarkable stories about how he shifted H&R Block from a command and control to a connected culture, why 5 million people switched over to their rebooted platform—and why he resigned as Uber’s President during its darkest days.


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Not many leaders can say they’ve been at the same company for 30 years and been an active Rebooter of the organization along the way—taking it from a small town supplier to a global market leader. Dan Florness can.

As President and CEO of Fastenal, a Fortune 500 leader in sectors from industrial supplies, logistics and consulting services to manufacturing, construction, and state and local government sectors, Dan and his teams have grown the company to 3,400 locations in 25 countries with 23,000 "can do - entrepreneurial" employees who delivered over $7B in revenue last year.

Dan shares his simple insights and stories on how to Reboot a small nuts and bolts supplier into a Fortune 500 leader, on this episode of The Reboot Chronicles Show.


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Donating to charities is something that most
Americans probably would like to do but are not sure when or where to start—or who to donate to. And outside of a fundraising call, a Sarah McLachlan commercial, or unfortunate event of a natural disaster, people may never think to donate. Well luckily for the average household, some organizations are making this process easier and easier, and even trying to make giving a habit.

 

One company bringing generosity into the 21st
century and to the next generation is Daffy, a non-profit creating community hubs
for finding charities and donating to them by making Donor Advise Funds available
to the rest of us.

 

To talk more about how he is making giving
into a habit, we invited Adam Nash to this episode of The Reboot Chronicles Show. Adam is a Silicon Valley veteran, helping people access over
1.5 million charities and rebooting an old model industry along the way.


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