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Starbucks CTO discusses tech advances at coffee company and beyond

Starbucks CTO discusses future of technology, tech advances at company.
In ASU discussion, Gerri Martin-Flickinger argues technology can nurture humans.
September 14, 2017

In conversation with ASU President Crow, Gerri Martin-Flickinger describes her interest in how technology touches, nurtures humans

Technology is a world-changing innovation that has not only revolutionized the way we do business but also has been a way to bring people together, according to the chief technology officer of Starbucks.

“One of the things I’ve been passionate about since I was an undergraduate is not technology for technology’s sake, but how it touches humans,” said Gerri Martin-Flickinger, who has been executive vice president and chief technology officer at Starbucks for two years. She participated in a question-and-answer session with Arizona State University President Michael M. Crow on the future of technology Thursday at Old Main on the Tempe campus.

Martin-Flickinger has led Starbucks, which has more than 24,000 coffee stores worldwide, through several technology advances, such as mobile order and pay, voice ordering and social gifting.

While noting that technology enhancements deliver exciting new experiences for customers, Martin-Flickinger also explained that the human connection remains a central priority for the company.

“Starbucks stores are all about the experience,” she said. “I don’t believe we should remove the human connection. For example, I like when the barista asks me how my day is going.

“You have to think of technology as a whole system,” she told the room full of students.

Crow said that the ASU Online program has also relied on the importance of human interaction.

“We’ve learned that the human touch is essential to an ongoing relationship. Removing the human touch reduces the probability that the relationship will continue,” he said.

ASU and Starbucks are in a strategic partnership through the Starbucks College Achievement Plan, a program that offers Starbucks partners the opportunity to earn a bachelor’s degree through ASU Online, tuition-free.

“Starbucks is a company that was very easy for us to work with,” Crow said. “They are a corporation with a conscience, and they view the development of their employees and human beings the same way we do — that it has to be done deliberately, focusing on the person and their success.”

Crow noted that the event was held in the main classroom of what was the Territorial Normal School — the teachers’ college that was the precursor to ASU.

“Starbucks has allowed us to teach people we would not normally be able to reach,” he said. “We feel excited about being able to do that.”

Gerri Martin-Flickinger speaks with ASU students

ASU chemical engineering junior Hope Jehng talks with Starbucks CTO Gerri Martin-Flickinger following a discussion about the future of technology at Old Main on Thursday morning in Tempe. Photo by Deanna Dent/ASU Now

Most recently, Starbucks has opened a technology center at SkySong that employs several ASU students — plus a graduate of the Starbucks College Achievement Plan. Martin-Flickinger said the center is working on data analysis, security and mobile app development.

“They’ve been there for two weeks, and they’re already writing real code that will show up in real life,” she said.

She described how the complexity of Starbucks has driven innovation in the company’s technology.

“We have more than 24,000 stores, and we operate in 75 countries,” she said, adding that some stores are company-owned, but others are licensed, joint ventures or franchises.

Add to that the fact that the vast majority of the stores’ business occurs during about three hours of the day — a surge of 20 times capacity. So Martin-Flickinger shifted the company’s technology to the cloud, which can handle the blast of activity.

Martin-Flickinger said she has seen a shift in the skills of computer science graduates over the past few years, who are better at communications — crucial in the corporate world.

“People forget that to be a great technologist, you have to sell ideas,” she said, adding that other key abilities are project-management skills and collaboration as a mind-set.

Crow said that when he was in graduate school in the 1980s, he studied how science and technology could affect democracy — including warnings about the “dark side” of technology.

“It’s a funny and complex set of fast-moving changes that are occurring now, and there are huge amounts of fear in the general population that it will be so disruptive that our social fabric will be affected,” he said.

Martin-Flickinger said she’s optimistic about the ways technology will bring people together and promote accessibility, such as translation, voice activation and vision recognition.

“I see a lot of those having positive implications to society, and they can be nurturing,” she said.

Top photo: Starbucks CTO Gerri Martin-Flickinger addresses students during her conversation with ASU President Michael M. Crow. Photo by Deanna Dent/ASU Now

 
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Latino 101: 'Stereotypes are boring'

September 14, 2017

In honor of Hispanic Heritage Month, ASU students and faculty from a variety of backgrounds share what makes them unique

Being Latino doesn't automatically mean you speak Spanish or that your skin is brown. As National Hispanic Heritage MonthNational Hispanic Heritage Month runs Sept. 15-Oct. 15. begins, members of the Arizona State University community from a variety of backgrounds and cultures share the stereotypes they wish didn't persist, what makes them unique and why the American dream comes in all shapes and shades.

“Stereotypes are boring,” said Monica De La Torre, an assistant professor in the School of Transborder Studies. “I really hope that students that are interested in creating these narratives really do feel inspired in this current moment to pick up a camera, pick up their phones and write a script or do a short … There are so many ways that our technology today can shift those narratives."

It's not just the narrative that's shifting, but even the vocabulary used. "Hispanic," created by the Nixon administration as a way to count a group of people whose race and ethnicity varied greatly but shared origins from Spanish-speaking countries, later gave way in popularity to Chicano as young Mexican-Americans in the 1960s and '70s became more political and wanted to distinguish their heritage and their political leanings — and even that term today has evolved to include Latino and Latinx as a way to be more inclusive. 

ASU Now asked several ASU students from El ConcilioEl Concilio seeks to unite Latin@/Chican@/Hispanic student organizations at ASU to represent their interests and needs and promote awareness of culture within the ASU community. and faculty from the School of Historical, Philosophical and Religious Studies and the School of Transborder Studies to share their thoughts and experiences about being Latino in the United States and to share some of what makes their personal narratives unique.

This video is part of a series that began with Native 101. The project has asked African-Americanswomenveterans and Asians to share their own stories and help dispel stereotypes.  

A selection of campus events celebrating National Hispanic Heritage Month:

¡Aventura Cultural!

6-9 p.m. Oct. 13 at the Student Pavilion, Senita Ballroom (Tempe campus)

A vibrant and interactive cultural experience that incorporates educational displays, activities, music, performances, artifacts, food, and more. Hosted by El Concilio. For more information, contact asuaventuraexpo@gmail.com.

Café, Pan y Poesía

10:30 a.m.-noon Sept. 26 at the Devils Den (Polytechnic campus)

What role do borders play in our world? What happens when two or more opposing ideas come together? How do we negotiate borders and how is border culture created? How do we cross borders and what is the result of crossing? Come join this event for poetry based on Borderlands/La Frontera by Gloria Anzaldúa and enjoy conversation with coffee and pastries. Hosted by Student Engagement and the College of Integrative Sciences and Arts. For more information, contact Jennifer Stults at Jennifer.Stults@asu.edu.

Merengue Dance Workshop

7-8:30 p.m. Sept. 22 on Fletcher Lawn (West campus)

Learn how to dance Merengue in this fun-filled cultural dance workshop. Hosted by West Programming Activities Board. For more information, contact Annaliese Pickett at Annaliese.pickett@gmail.com.

Covering the Latino Community: From the Barrio to the Border               

7-8 p.m. Sept. 18 at the Cronkite School's First Amendment Forum (Downtown Phoenix campus)

Cronkite School’s “Must See Mondays” lecture series features former 12 News anchor Vanessa Ruiz, director of the Cronkite News Borderlands desk, and former New York Times Southwest correspondent Fernanda Santos, Southwest Borderlands Initiative professor, as they share their experiences reporting from the border with Rick Rodriguez, Southwest Borderlands Initiative professor. Hosted by the Walter Cronkite School of Journalism and Mass Communication. For more information, visit https://cronkite.asu.edu/news-and-events/events.

Find more events at asuevents.asu.edu.

Deanna Dent

Photographer , ASU News

480-727-5972