Ken Grady

Technology is a non-durable investment. When your wrap your head around that as a leader and a team, you change your approach to IT. You embody agile in your architecture and your portfolio. It’s a mind shift that enables continuous innovation. #cio #hmgciobos

Why do I prefer @Delta

@united ‘we tried paging you to tell you your business class seat is broken so it can’t recline’ ‘Ok. Do I have any choice?’ ‘Nope.’ ‘Cool. Ghetto.’

@DanielPink 'It's Not Personal' - bringing the human back to the workplace by setting aside the ego in leadership open.spotify.com/show/6P6jFpQcJ… OK... it's my podcast (along with my cohost). But it's been a great series of discussions as 'what leadership looks like' has evolved post COVID

Each Monday, I pose one question — to ask yourself, discuss with your team, or answer below. Today’s question:

@jayferro @googlecloud Funny & clever. But what ROI is expected from that spend, I wonder? Is anyone at Re:Invent going to look up and say 'Oh wow. Good point. I'm going to change my strategy now. Thanks, Sphere!'

Nice flex by @googlecloud at #AWSreInvent 👍🏼

@ophelia_rises He did say 'it would have been nice if we had caught something, I guess.' 🙄

@ophelia_rises I took my son fishing at 7 years old. We didn’t catch shit. It remains one of his favorite memories. And, if I’m honest - mine too.

@tcrawford The two conversations that I've had that have touched on this look like (and neither of these have been recent): 'We didn't actually re-architect for the cloud... we just used it like someone else's data center' #wellokthen or 'GPUs are expensive everywhere'

@GradyKen That's really interesting coming from you. I have had this conversation with fellow CIOs. #CIO #cloud

@tcrawford Who are these people? I've literally never had this conversation with a peer. #CIO

Hey @GetSpectrum - for years, I’ve been trying to get you to stop killing trees and update the fact that my house is not a multi unit anymore. This is literally three months of bullshit that you’ve mailed me. STOP IT. #cx #pollution #WTF

@AndiMann When I got to see Mike D and Ad-Rock (Beastie Boys) on stage telling their story at SXSW... yes. I mean, it wasn't the ONLY reason I was there... but it certainly helped make the decision..

Every single January, @Spotify's algorithm says 'You've been listening to SO much holiday music the last few weeks, you must want more!!' It takes ~6 weeks for it to fully purge the vapors of xmas hangover. There has got to be a better way... yes? #algorithmfail #discoverweekly

Finding 6 bald eagles on your front porch deserves endless retweets

@Delta @davroyer I’m 36 hours and $1,500 out of pocket so far on this trip. It’s certainly unforgettable so far, @delta…

@davroyer & results in unforgettable trips 🫶

What gift would you rather receive this year? A. A Delta Gift Card B. A C. B

Hey @delta.. paid for my own hotel rooms in NYC last night after the fiasco that was DL5203. Up today & actually on DL0482… but no pilot. Deplaned everyone & pretty set to miss ANOTHER connection. Am curious if the customer service response will once again be 🤷🏻‍♂️🤷🏻‍♂️ #travelhell

Hey @Delta ~ DL5203 was cancelled? But reinstated? But we took off? But we’re an hour late? And I missed my international connection? But you don’t want to compensate for a hotel overnight? But you thank me for my platinum status? What the everliving hell. #customerexperience

Wow.. @32BarBlues ... your eCommerce site may be one of the worst / most out of date I've seen in years. 'How did you hear about us: Please select from this list of ~200 nearly identical codes..' I hope the clothes are better! #ux #designfail #askingyourcustomerstodowork

Best customer service? @delta, Margaret had me rebooked within 5 min of a flight change. And I’m actually landing an hour earlier. Thank you!! #customerexperience #atlanta

Ever have a 'red pill/blue pill' moment that changed your context completely? I enjoy every episode of 'It's Not Personal' but I'm super proud of Ep. 4: 'Red Pill in the Morning.' @srigoletti & I share those moments that changed everything. open.spotify.com/episode/1ODSQO… #Leadership

What tools do you use w/o thinking? An email when a call would be better? A powerpoint just to make your point? This week - @srigoletti & I talk about how to better use tech day to day & how to engage one another w/ intention. open.spotify.com/episode/7C64xP… #leadership #podcast

“You don’t have to do it the way you’ve always done it. If we’ve learned anything in the last two years, let it be this one thing.”