Latest / The DEX Show: A Show for IT Change Makers / "The more human we need to be": AI, Service Desks, and Frontline Innovation (w/ Doug Tedder)

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"The more human we need to be": AI, Service Desks, and Frontline Innovation (w/ Doug Tedder) · The DEX Show: A Show for IT Change Makers

• 0:01
  Speaker 1: Welcome item change Makers to the Deck Show with Tim
• 0:05
  Speaker 1: Flower and Tom McGrath. Let's get into it.
• 0:09
  Speaker 2: Hello, change Makers, it's a solo episode today. Tim is
• 0:14
  Speaker 2: on his way down Under and we were we were
• 0:17
  Speaker 2: just chatting. But maybe you could, in this day and age,
• 0:20
  Speaker 2: record a podcast on your era plane Wi Fi. But
• 0:24
  Speaker 2: it might not make you especially popular with your neighboring
• 0:28
  Speaker 2: neighboring passengers, so we give him a pass and we
• 0:31
  Speaker 2: welcome to the Deck Show today, a favorite columnist of
• 0:35
  Speaker 2: ours or a favorite author of ours lately, Doug Tedor Doug,
• 0:40
  Speaker 2: Welcome to the show.
• 0:40
  Speaker 3: Nice to have you on, Tom, It's a pleasure, Thanks
• 0:43
  Speaker 3: for asking me to join. I'm looking forward to the conversation.
• 0:46
  Speaker 2: Yeah, your articles keep resurfacing in our chats, Doug, and
• 0:50
  Speaker 2: we keep saying this would be a great person to
• 0:52
  Speaker 2: have on.
• 0:52
  Speaker 4: We really enjoy them.
• 0:53
  Speaker 2: Maybe for anybody who doesn't already know them or no you,
• 0:56
  Speaker 2: maybe a quick introduction would be a great place to start.
• 0:58
  Speaker 3: Oh sure, Well, So my name is Doug Tedder. I'm
• 1:01
  Speaker 3: the chief cook and bottle washer from my own little
• 1:05
  Speaker 3: consultancy known as the creatively named Doug. I'm sorry, Ted
• 1:09
  Speaker 3: or consulting, but.
• 1:12
  Speaker 4: Easy to forget. Easy to forget your own.
• 1:14
  Speaker 3: It is easy to forget. I had to stay up
• 1:16
  Speaker 3: late one night, you know, when I went out on
• 1:18
  Speaker 3: my own. What am I going to call myself? And
• 1:19
  Speaker 3: so this is what I came up with. Hope hopefully
• 1:22
  Speaker 3: it works. But but what I do is by trade,
• 1:27
  Speaker 3: I'm a service management consultant. I also help with it
• 1:31
  Speaker 3: governance and those kind of things. And I've been doing
• 1:34
  Speaker 3: this for quite a while, as you could probably tell
• 1:36
  Speaker 3: from the number of gray hairs in my head. But uh,
• 1:39
  Speaker 3: what what my favorite thing to do and and how
• 1:42
  Speaker 3: I like to apply this is to help good I
• 1:45
  Speaker 3: organizations become exceptional.
• 1:47
  Speaker 1: Uh.
• 1:48
  Speaker 3: You know, we spend a lot of time in it,
• 1:50
  Speaker 3: you know, playing with technology and and developing code and
• 1:54
  Speaker 3: cranking out things that enable our businesses to achieve their outcome.
• 2:00
  Speaker 3: And when when I am able to help a client
• 2:03
  Speaker 3: connect the dots in that way and show value, that
• 2:06
  Speaker 3: that's really gratifying for me. So, as you mentioned, Tom,
• 2:11
  Speaker 3: you know, in my spare time, I like to write
• 2:12
  Speaker 3: a few blogs now and again, and and I'll speak
• 2:15
  Speaker 3: at conferences and so I'm really looking forward to our
• 2:18
  Speaker 3: conversation today.
• 2:20
  Speaker 4: Excellent stuff.
• 2:21
  Speaker 2: And one of the things you've written I think very
• 2:23
  Speaker 2: insightfully about and it's actually a theme which is going
• 2:27
  Speaker 2: to become increasingly dominant in the next month or two
• 2:30
  Speaker 2: here on the deck show, or in a couple of
• 2:32
  Speaker 2: months and more on that and not that's just a
• 2:34
  Speaker 2: little teaser for the audience.
• 2:36
  Speaker 4: I have to guess why that might be.
• 2:39
  Speaker 2: It is about the future and even the if you will,
• 2:42
  Speaker 2: the end of the service desk in this kind of
• 2:44
  Speaker 2: new era of AI and automation and productivity as a
• 2:48
  Speaker 2: priority above you know, technical fixes. And I wonder if
• 2:53
  Speaker 2: you could start, Doug by giving us your sort of
• 2:55
  Speaker 2: your sense of the big picture, the general direction of
• 2:59
  Speaker 2: travel and what the implications are for EUC at large.
• 3:04
  Speaker 3: Yeah, you know, and I think this is this is
• 3:06
  Speaker 3: a good thing. That's how I'm going to start my
• 3:08
  Speaker 3: remarks in that this is a good thing. And at
• 3:15
  Speaker 3: a high level where where I see us going here,
• 3:18
  Speaker 3: especially from an end user computing perspective, is is moving
• 3:22
  Speaker 3: beyond just the aspects of installing technology. I mean, that's
• 3:26
  Speaker 3: it's a thankless job. People don't necessarily recognize, you know,
• 3:31
  Speaker 3: all of the thought and work and planning that goes
• 3:33
  Speaker 3: into making that laptop work for folks. But it's more
• 3:37
  Speaker 3: than that, and especially in this day and age, we
• 3:42
  Speaker 3: have to take a more human centric approach. So that's
• 3:46
  Speaker 3: kind of my overarching view of the world as we
• 3:50
  Speaker 3: get more and more into digitization and organizations go through
• 3:55
  Speaker 3: whatever they call this week's digital transformation. But you know,
• 3:59
  Speaker 3: it's clear is that technology has got a critical role
• 4:03
  Speaker 3: to play in the success not only of our businesses,
• 4:07
  Speaker 3: but our users, our customers, our employees within the business.
• 4:13
  Speaker 3: So that's where I see it going.
• 4:17
  Speaker 2: It makes me think, Doug, you know, people often describe
• 4:20
  Speaker 2: this dynamic and I wonder if you would describe it
• 4:25
  Speaker 2: in this way that the more technology that enters our roles,
• 4:29
  Speaker 2: the more intrinsic human qualities become important and become dominant
• 4:37
  Speaker 2: in our professional lives. I mean, is that too simplistic
• 4:40
  Speaker 2: or is there something in that?
• 4:41
  Speaker 3: I think it's spot on. I think we have a
• 4:43
  Speaker 3: tendency in it because we're it right to over complicate things, right,
• 4:48
  Speaker 3: because it you know, technology isn't simple. We make it
• 4:51
  Speaker 3: look simple, but we have a tendency to, you know,
• 4:54
  Speaker 3: to over complicate things. But at the end of the day,
• 4:58
  Speaker 3: and I've written around this very topic a couple of times.
• 5:01
  Speaker 3: You know, the more technically advanced that we become, the
• 5:05
  Speaker 3: more human we need to be. I see that coming
• 5:07
  Speaker 3: with AI, I see that coming with digital experience. I
• 5:11
  Speaker 3: see that in all aspects of the things that we
• 5:14
  Speaker 3: do from a technology perspective. So so that keeping it
• 5:18
  Speaker 3: human is going to be that differentiating differentiating Let's try
• 5:23
  Speaker 3: that one again. Keeping that human is going to be
• 5:26
  Speaker 3: the differentiating concept or factor that separates these great organizations
• 5:33
  Speaker 3: from the middle of the road organizations.
• 5:36
  Speaker 2: Now you put that a little better than me. Even
• 5:38
  Speaker 2: more technical we become, the more human we need to be.
• 5:40
  Speaker 2: That's a much more extinct expression of that same idea.
• 5:43
  Speaker 2: And another concept come across in your work is an acronym.
• 5:48
  Speaker 2: I would attempt to pronounce it. I might, I might,
• 5:50
  Speaker 2: I might say something strange, But it's VUCA and its volatility, uncertainty,
• 5:57
  Speaker 2: complexity and ambiguity.
• 6:02
  Speaker 3: That's how.
• 6:04
  Speaker 4: Bad once I said it.
• 6:05
  Speaker 2: What's the what's the relevance of the concept of the
• 6:08
  Speaker 2: evolution of frontline it?
• 6:11
  Speaker 4: And how can.
• 6:12
  Speaker 2: Employers help employees I guess navigate a good route through
• 6:18
  Speaker 2: this very changeable career terrain.
• 6:20
  Speaker 3: Yeah, and you know, first of all, I want to
• 6:22
  Speaker 3: be clear, I didn't invent the concept of UKA, you know,
• 6:25
  Speaker 3: but but it is true. Uh, the environments that we
• 6:29
  Speaker 3: are working in, the environments that we are living in,
• 6:32
  Speaker 3: continue to become more and more involatile, continue to become
• 6:36
  Speaker 3: more and more complex. It's very ambiguous, and no one
• 6:41
  Speaker 3: more than the end user computing teams right the frontline
• 6:45
  Speaker 3: folks within the organizations are seeing this technology is constantly evolving.
• 6:50
  Speaker 3: Business requirements rapidly evolving and changing because of the ever
• 6:55
  Speaker 3: shifting dynamics that our businesses are working in. You know,
• 7:00
  Speaker 3: technology is having a significant impact. There's the understatement of
• 7:04
  Speaker 3: the year and how our businesses are doing businesses, and
• 7:07
  Speaker 3: there's a lot of you know, to use the old phrase,
• 7:11
  Speaker 3: the buzzword, there's a lot of fear of missing out.
• 7:15
  Speaker 3: You know, there's such a rush to take advantage of
• 7:18
  Speaker 3: emerging technologies that may not be quite ready for primetime.
• 7:22
  Speaker 3: And our and our frontline folks from an IT perspective
• 7:25
  Speaker 3: are dealing with this. And you know, not only is
• 7:29
  Speaker 3: it difficult for us from a frontline perspective to to
• 7:33
  Speaker 3: keep up with what's happening in the world and keep
• 7:35
  Speaker 3: happening with the ever shifting dynamics, but just imagine what
• 7:39
  Speaker 3: those users of that computing technology are dealing with, and
• 7:44
  Speaker 3: as a result, they have become if you, you're much
• 7:47
  Speaker 3: more technically savvy.
• 7:49
  Speaker 2: Uh.
• 7:49
  Speaker 3: The end user that we're working with today is greatly
• 7:55
  Speaker 3: evolved from the end user that maybe we were working
• 7:57
  Speaker 3: with maybe five or ten years ago. Lots of reasons
• 8:00
  Speaker 3: for that, but they've become much more technology savvy, and
• 8:03
  Speaker 3: they recognize when they have experiences with us as the
• 8:09
  Speaker 3: employeing company that aren't up to par with what they
• 8:13
  Speaker 3: experience as a consumer of technology with other organizations. So
• 8:17
  Speaker 3: this is the world in which we're living in. And
• 8:20
  Speaker 3: not only do we have to recognize what technology's impact
• 8:24
  Speaker 3: is on our organization, but also the technologies that are
• 8:27
  Speaker 3: users I hate the word user, I use consumer that
• 8:31
  Speaker 3: they're dealing with. And so this is constantly volatile, constant
• 8:38
  Speaker 3: complexity that our end users or i'm sorry, our frontline
• 8:41
  Speaker 3: folks are dealing with.
• 8:43
  Speaker 2: And let's talk about data and how it fits into
• 8:46
  Speaker 2: this overall picture. You've written about how mining data from
• 8:51
  Speaker 2: the service desk, because you've highlighted it as a crucial
• 8:55
  Speaker 2: strategy for understanding and improving employee experience.
• 8:58
  Speaker 4: I think you have familiarity with what next thing does
• 9:04
  Speaker 4: related to that?
• 9:04
  Speaker 2: What are some practical steps or tools you might recommend
• 9:07
  Speaker 2: for a digital workplace teams looking to leverage this kind
• 9:11
  Speaker 2: of data and be more proactive through that usage.
• 9:15
  Speaker 3: Yeah, you know, this is the thing that that quite
• 9:18
  Speaker 3: frankly kind of frustrats frustrates me just a little bit
• 9:21
  Speaker 3: with with some organizations in that, you know, the service desk,
• 9:27
  Speaker 3: help desk, whatever, whatever that organization is being referred to
• 9:31
  Speaker 3: as with within a company, They're they're sitting on a
• 9:34
  Speaker 3: gold mine of data. Right. No one else, no other
• 9:38
  Speaker 3: organization within a company has the finger on the pulse
• 9:42
  Speaker 3: of what's going on with the with the uh, you know,
• 9:45
  Speaker 3: consumer of technology that we're providing. And and so we're
• 9:48
  Speaker 3: capturing every interaction and whether it's an incident or a
• 9:52
  Speaker 3: request or a complaint or you know, how do I
• 9:55
  Speaker 3: do something? And that data is being captured, and other
• 9:59
  Speaker 3: than the particular transaction with that consumer, we don't do
• 10:05
  Speaker 3: much with it. And I think that's a huge opportunity
• 10:09
  Speaker 3: from many organizations. We by looking at that data, we
• 10:14
  Speaker 3: can start to see trends, We can start to understand
• 10:17
  Speaker 3: where there are friction points, uh, you know, where where
• 10:21
  Speaker 3: in the digital experience. You know, like next thing focus
• 10:24
  Speaker 3: is on where in the digital experiences are we having friction?
• 10:29
  Speaker 3: You know, how how is it that the things that
• 10:32
  Speaker 3: we're providing from a technology perspective is being not only used,
• 10:35
  Speaker 3: but being perceived. And those kinds of questions can be
• 10:41
  Speaker 3: answered by the data that we're capturing at that service desk,
• 10:44
  Speaker 3: and so, like I said, it's a huge gold mine
• 10:48
  Speaker 3: and the possibilities, so things that we could do with
• 10:51
  Speaker 3: that data are just mind boggling and can be a
• 10:56
  Speaker 3: big radical shift from many organizations. Radical shift to the
• 10:59
  Speaker 3: good makes us much more valuable to that organization, makes
• 11:03
  Speaker 3: us much more valuable to the consumer.
• 11:07
  Speaker 2: And with this sort of the increase in expectations around
• 11:11
  Speaker 2: service desk presently expected to handles with IT and non
• 11:16
  Speaker 2: IT issues in many instances, what can organizations be doing
• 11:21
  Speaker 2: to ensure those professionals in the service desk are adequately trained,
• 11:26
  Speaker 2: also supported in managing these increased expectations and.
• 11:29
  Speaker 4: Also prepared for for.
• 11:33
  Speaker 2: A fast evolving career path in terms of the technology
• 11:37
  Speaker 2: that's coming in and impacting it.
• 11:39
  Speaker 3: You know, some things in that regard, you know, some
• 11:42
  Speaker 3: things don't change. We know we have to keep abreast
• 11:46
  Speaker 3: of evolution and technology and features and functions and and
• 11:51
  Speaker 3: what it might do for us. But I think the
• 11:54
  Speaker 3: thing that changes a little bit, or the slight nuance
• 11:58
  Speaker 3: here that that maybe some frontline support folks don't think of,
• 12:03
  Speaker 3: is then what does it mean to my organization? How
• 12:07
  Speaker 3: can my organization take advantage of that evolving technology?
• 12:12
  Speaker 4: Is it ready?
• 12:13
  Speaker 3: Right? Is the technology mature enough to actually run our
• 12:18
  Speaker 3: business with? Are we ready? You know? So we have
• 12:22
  Speaker 3: to continue to invest in ourselves from an education perspective.
• 12:26
  Speaker 3: But then that's all well and good, and that's typically
• 12:30
  Speaker 3: what many of our frontline folks are doing anyway, right,
• 12:33
  Speaker 3: They're trying to understand it. But then take it to
• 12:35
  Speaker 3: the next step and start asking the question behind the
• 12:37
  Speaker 3: question if we were to use this, what other things
• 12:40
  Speaker 3: could be possible? Start thinking I call it systems thinking
• 12:45
  Speaker 3: or outcome based thinking. Start thinking in those terms, and
• 12:51
  Speaker 3: know how what we do impacts the business of the business.
• 12:56
  Speaker 3: That's the north star in my opinion. It's it's how
• 12:59
  Speaker 3: we what do we do with these things? So these
• 13:02
  Speaker 3: are some things that I think we could do, and
• 13:04
  Speaker 3: then there's some other things. Like I said earlier, some
• 13:07
  Speaker 3: things don't change. We've got that data, My gosh, analyze
• 13:12
  Speaker 3: that data. Look for opportunities. I mean, you know, the
• 13:15
  Speaker 3: old tried and true things like doing trend analysis and
• 13:18
  Speaker 3: watching trends in the interactions that we're having with our consumers. Gosh,
• 13:25
  Speaker 3: an oldie bag goody, a preto analysis, right right, It's
• 13:29
  Speaker 3: the eighty percent of issues are caused by twenty percent
• 13:32
  Speaker 3: of the causes, right, Well, what would happen if we,
• 13:36
  Speaker 3: as digital professionals would put out those things that cause
• 13:42
  Speaker 3: those eighty percent and then go to the next step
• 13:44
  Speaker 3: beyond and what else is happening because of that? What
• 13:50
  Speaker 3: a game changer for organizations and the end user computing
• 13:54
  Speaker 3: teams and the frontline teams are right at the could
• 13:57
  Speaker 3: be right at the forefront of that.
• 13:59
  Speaker 4: And I do like that you pick.
• 14:02
  Speaker 2: You know, a lot of scrutiny gets on is placed
• 14:04
  Speaker 2: on the service desk, and it's and it's changeable future.
• 14:08
  Speaker 2: But you don't put all of your all of your
• 14:12
  Speaker 2: attention onto that. Whatever frontline IT teams, do you expect
• 14:15
  Speaker 2: they're going to see significant change in the coming years.
• 14:18
  Speaker 3: Yeah, you know it's I I see it, you know,
• 14:22
  Speaker 3: more pervasively in that uh, you know, the front line
• 14:27
  Speaker 3: folks are are our desktop support people, end user compute people,
• 14:32
  Speaker 3: service desk obviously are going to be impacted first, but
• 14:36
  Speaker 3: but I see it more pervasive than that, and I
• 14:39
  Speaker 3: think it really is a really imagining of what the
• 14:44
  Speaker 3: role of technology is within an organization, you know. So
• 14:49
  Speaker 3: so it's going to happen across all of whatever we
• 14:52
  Speaker 3: call it today. You know, it continues to be with
• 14:57
  Speaker 3: many organizations a back office function, and that that is
• 15:02
  Speaker 3: the biggest shift. We've got to move into the you know,
• 15:06
  Speaker 3: if we can't get to the front office, we've got
• 15:08
  Speaker 3: to be in the mid office at least. Uh And
• 15:10
  Speaker 3: and this is a big culture shift, not only for
• 15:13
  Speaker 3: I T but the organizations in which we serve because
• 15:18
  Speaker 3: technology and business process are so intertwined now, I don't
• 15:24
  Speaker 3: know where the where the dividing line is. And I
• 15:26
  Speaker 3: have seen this and talked about it for a few
• 15:29
  Speaker 3: years now, and it's just becoming more and more intertwined.
• 15:34
  Speaker 3: There there is no difference between technology and business process.
• 15:39
  Speaker 3: One cannot exist without the other. And I think that's
• 15:41
  Speaker 3: the biggest shift from an I T and a business perspective.
• 15:44
  Speaker 3: We've got to have both and they've got to be
• 15:46
  Speaker 3: coming along at the same time.
• 15:50
  Speaker 2: What opportunities do you think about change presents potentially to
• 15:54
  Speaker 2: the careers of young people say today in it t
• 15:57
  Speaker 2: how should they be looking to the future and what
• 15:59
  Speaker 2: should they anticipating.
• 16:02
  Speaker 3: Yeah, you know, it's it's not enough, you know, to
• 16:05
  Speaker 3: answer the career question. It's not enough to know technology.
• 16:10
  Speaker 3: It has to be we have to grow our business acumen.
• 16:13
  Speaker 3: We have to understand how technology contributes to business results, mission, vision, goals,
• 16:20
  Speaker 3: you know, the basic blueprints of every organization. And that's
• 16:25
  Speaker 3: the thing. It's it's how does technology How can technology
• 16:30
  Speaker 3: because we live we have to live in a world
• 16:32
  Speaker 3: of possibility and and and how can technology help an
• 16:37
  Speaker 3: organization achieve its goals and objectives, you know, fulfill its
• 16:42
  Speaker 3: mission and those kind of things. So it's it's an
• 16:44
  Speaker 3: always be learning kind of mindset. It's it's an always
• 16:49
  Speaker 3: be you know, practice that critical thinking that that's my experience.
• 16:55
  Speaker 3: That's that's becoming more and more unique or rare. There's
• 17:01
  Speaker 3: a lot of you know, we and maybe we're a
• 17:03
  Speaker 3: victim of our own success in this regard in that
• 17:06
  Speaker 3: we just think we're gonna plug something into the wall
• 17:09
  Speaker 3: and click a couple of buttons in them boom.
• 17:11
  Speaker 4: We're there.
• 17:12
  Speaker 3: You know. No, that's there's a lot of work that
• 17:16
  Speaker 3: goes behind that. We have to think critically about those things.
• 17:18
  Speaker 3: So these are some of the things that that I
• 17:20
  Speaker 3: would advise folks that are either new into the organization
• 17:26
  Speaker 3: or new into the industry rather and and and go beyond.
• 17:29
  Speaker 3: I mean folks like me kind of you know, more
• 17:32
  Speaker 3: seasoned in the career. One of the things I challenge
• 17:35
  Speaker 3: myself to do is continue to learn and and push
• 17:39
  Speaker 3: you know, my knowledge and my understanding. There's a lot
• 17:42
  Speaker 3: that we can derive from historic history. You know, I've
• 17:45
  Speaker 3: learned a few things along the way. Uh, But but
• 17:47
  Speaker 3: that doesn't mean I know everything. And so that's the
• 17:49
  Speaker 3: mindset that I try to have. Is is as I
• 17:52
  Speaker 3: continue to work in within my career, Doug.
• 17:56
  Speaker 2: As you might imagine, we have a lot of guests
• 17:59
  Speaker 2: coming out at the moment talking about AI, and part
• 18:02
  Speaker 2: of me feels like, okay, here comes the AI question.
• 18:05
  Speaker 2: But I tell you something, every single week or every
• 18:08
  Speaker 2: other week, we speak to people who bring fascinating use
• 18:13
  Speaker 2: cases about AI, illustrations of what it can do, not
• 18:17
  Speaker 2: just within it, but for employees, for managers, for leaders.
• 18:21
  Speaker 2: We're building up quite an incredible repository of currently available functions,
• 18:27
  Speaker 2: the ways that AI is changing how we work, and
• 18:30
  Speaker 2: I actually look forward to this part of the conversation
• 18:34
  Speaker 2: as established as it's inevitably become. So the question for you, Doug,
• 18:37
  Speaker 2: you know, in what ways can AI be leveraged here
• 18:40
  Speaker 2: to improve user satisfaction interaction with service management processes? And
• 18:44
  Speaker 2: then how do you think organizations should be measuring the success?
• 18:48
  Speaker 3: You know, I think that's a great question, And Tom
• 18:51
  Speaker 3: to you the point there's a lot of hype here
• 18:54
  Speaker 3: yea and everybody has an AI capability now right, Yeah,
• 19:00
  Speaker 3: my question back, do you really? And and but but
• 19:04
  Speaker 3: the thing that I see the potential that it's coming
• 19:07
  Speaker 3: with AI, and in some cases we're getting there faster
• 19:10
  Speaker 3: than others. Some organizations are getting there quite quicker than others.
• 19:14
  Speaker 3: But but the thing that I see that AI opens
• 19:18
  Speaker 3: up for us is the ability to take a more
• 19:22
  Speaker 3: holistic view of our data to drive the right decision.
• 19:28
  Speaker 3: And I'll give you a great example, and I'll put
• 19:30
  Speaker 3: on my service management have for just a second. We
• 19:33
  Speaker 3: make a lot of decisions based upon the immediate data
• 19:37
  Speaker 3: that we have in our scope. We'll look at it
• 19:41
  Speaker 3: one or two records or maybe a couple of you know,
• 19:45
  Speaker 3: change records or incident records or that kind of thing,
• 19:47
  Speaker 3: and we make a decision based on a very limited
• 19:50
  Speaker 3: amount of data, and sometimes we're wrong. In fact, more
• 19:54
  Speaker 3: often than not, we're wrong. This is what AI can
• 19:58
  Speaker 3: do to it for us, you know, the the machine
• 20:00
  Speaker 3: learning aspects of it, the ability to create language models
• 20:04
  Speaker 3: that helps us ask the right questions and get the
• 20:07
  Speaker 3: right answers. This is an area that of huge growth
• 20:12
  Speaker 3: for IT organizations and how we can leverage AI to
• 20:17
  Speaker 3: make better decisions, to make more data driven decisions. So
• 20:21
  Speaker 3: many decisions now, like I said, are based on a
• 20:23
  Speaker 3: limbed amount of information. My gut feeling and my history
• 20:28
  Speaker 3: with this kind of stuff all good factors. But we're
• 20:32
  Speaker 3: going to introduce a whole another level of factor. You know,
• 20:36
  Speaker 3: if we're looking at the entirety of data and we've
• 20:38
  Speaker 3: got the right language models in place, and we're doing
• 20:41
  Speaker 3: the right kind of mining of that data, just imagine
• 20:45
  Speaker 3: the possibilities. Okay, I'm getting a little excited about that
• 20:48
  Speaker 3: because I think I think that is one of the
• 20:50
  Speaker 3: big things that are coming, big benefits that are coming
• 20:52
  Speaker 3: to us from the use of AI.
• 20:55
  Speaker 2: And I guess one of the things we've kind of
• 20:56
  Speaker 2: been talking about around today is proactivity, right, And where
• 21:02
  Speaker 2: do you see the kind of the dovetailing of AI
• 21:05
  Speaker 2: and proactivity and what does this point you together for
• 21:08
  Speaker 2: the future of it?
• 21:10
  Speaker 3: Yeah, like, you know, I think that's a great question, Tom,
• 21:12
  Speaker 3: And we you know, we've got all this data and
• 21:14
  Speaker 3: we don't do much with it, and just imagine where
• 21:19
  Speaker 3: we become. Right, well, let me step back. Most IT organizations,
• 21:24
  Speaker 3: especially from an end user support perspective, are very reactive.
• 21:29
  Speaker 3: We wait for something to happen, you know, think about
• 21:33
  Speaker 3: what's possible, and we're bringing in data from multiple sources,
• 21:38
  Speaker 3: not just the user interaction with which will continue to
• 21:42
  Speaker 3: be important. But as we start to roll this stuff out,
• 21:46
  Speaker 3: we can we can anticipate, you know, patterns of things
• 21:50
  Speaker 3: that are happening and what how do we want to
• 21:51
  Speaker 3: react to that and become much more proactive I can.
• 21:56
  Speaker 3: You know, we've we've long dreamed about doing this pro
• 22:00
  Speaker 3: active kind of remediation of issues before they even become
• 22:02
  Speaker 3: a challenge. That's now possible and it's not just science
• 22:08
  Speaker 3: fiction or something that's going to be three or four
• 22:10
  Speaker 3: years from now. So that's one of the exciting aspects
• 22:13
  Speaker 3: of AI adoption in my view, and you know, you know,
• 22:20
  Speaker 3: it allows a big shift in the way that organizations
• 22:25
  Speaker 3: use technology. Organizations spend a lot of money today and
• 22:30
  Speaker 3: this is where you know, I get executives' attentions right
• 22:33
  Speaker 3: around this stuff. We spend a lot of money today
• 22:35
  Speaker 3: reacting to issues in our technology environment, wouldn't it. You know,
• 22:39
  Speaker 3: here's the possibility we can shift that spend to more
• 22:43
  Speaker 3: proactive and innovative kinds of things because we've minimized the
• 22:47
  Speaker 3: impact of support issues and we've minimized so it's like
• 22:50
  Speaker 3: it doesn't say it's going to go away, but we've
• 22:53
  Speaker 3: minimized it. We've and I call it get rid of
• 22:55
  Speaker 3: the silly stuff, so you know, the silly things that
• 22:57
  Speaker 3: we should know already how to do and be able tonticipate.
• 23:01
  Speaker 3: By having all of that data and being able to
• 23:03
  Speaker 3: make sense of it in a very quick way. To me,
• 23:07
  Speaker 3: it's very exciting opportunity for it and organizations at large.
• 23:13
  Speaker 4: Excellent.
• 23:13
  Speaker 2: And as I say, you know, there've been a you know,
• 23:15
  Speaker 2: two or three or four of your of your pieces
• 23:17
  Speaker 2: have been passed around the chat here at the deck show.
• 23:20
  Speaker 2: So we're going to include some of those in the
• 23:23
  Speaker 2: show notes so that people can read them also, but
• 23:26
  Speaker 2: any anything you want the people to know, Doug about
• 23:29
  Speaker 2: where they can reach you, find your work or get
• 23:31
  Speaker 2: in contact.
• 23:32
  Speaker 3: Oh I appreciate that, Tom. You know, like I said,
• 23:35
  Speaker 3: I have had my very creatively named company ted Or Consulting, so.
• 23:39
  Speaker 4: You can find me, remember it.
• 23:41
  Speaker 3: Yeah, you can find me at tetor dash Consulting dot
• 23:44
  Speaker 3: com or Doug Teddor dot com. So that's my website
• 23:48
  Speaker 3: and I'm on LinkedIn, so you know, welcome, engaged in
• 23:51
  Speaker 3: conversations there as well.
• 23:53
  Speaker 4: So wonderful.
• 23:55
  Speaker 2: Thanks so much for coming on, Doug. We enjoy your
• 23:56
  Speaker 2: pieces and it was lovely chatting toe.
• 23:59
  Speaker 3: Tom has been a pleasure. Thank you so much.
• 24:02
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