Latest / The DEX Show: A Show for IT Change Makers / 🎙️ Reality Bytes: Beyond the Shiny DEX Tool (w/ Monica Filak)

Transcript

🎙️ Reality Bytes: Beyond the Shiny DEX Tool (w/ Monica Filak) · The DEX Show: A Show for IT Change Makers

• 0:01
  Speaker 1: Welcome it, change Makers to the Deck Show with Tim
• 0:05
  Speaker 1: Flower and Tom McGrath.
• 0:07
  Speaker 2: Let's get into it.
• 0:09
  Speaker 3: Hello, change Makers, welcome back to the Deck Show. Show
• 0:12
  Speaker 3: within a show within a show. We will never run
• 0:16
  Speaker 3: out of fantastic Next thinkers to talk to. Today, we
• 0:20
  Speaker 3: welcome for the first time Director of Customer Success Monica Felak.
• 0:25
  Speaker 3: How are you, Monica, Welcome to the show for the
• 0:27
  Speaker 3: as I say, for your debut guest on Reality Bides.
• 0:31
  Speaker 3: I'm very happy.
• 0:31
  Speaker 2: To have you.
• 0:33
  Speaker 4: Thank you so much. I'm glad to be here.
• 0:35
  Speaker 3: Okay, I should also mention I often forget this when
• 0:38
  Speaker 3: I'm introducing, but you know it is the Reality Bites
• 0:41
  Speaker 3: panel in miniature. Today we have may man, Tim Flower,
• 0:44
  Speaker 3: and we have Oriana as well. Hello to you both
• 0:48
  Speaker 3: and Monica, and they have questions for you. I have
• 0:51
  Speaker 3: questions for you, but to begin with, maybe if you
• 0:54
  Speaker 3: start with a short introduction for our audience about your
• 0:57
  Speaker 3: role and responsibilities at Next Think and in the Deck
• 1:00
  Speaker 3: sector more broadly.
• 1:02
  Speaker 4: Sure, so, I'm the leader for our Next Thing customer
• 1:06
  Speaker 4: success team here in North America. In short, my customer
• 1:10
  Speaker 4: success managers lead and guide our customers through their journey
• 1:13
  Speaker 4: with Next Thing. Really to just ensure that they're achieving
• 1:17
  Speaker 4: their strategic objectives and realizing value in the way that
• 1:21
  Speaker 4: matters most of them.
• 1:23
  Speaker 3: Souper up, and you've been a Next thinker for about
• 1:26
  Speaker 3: a year now. How has the experience shaped your understanding
• 1:31
  Speaker 3: of DECKS and how has that differed a little bit
• 1:33
  Speaker 3: from say, your expectations going into the role.
• 1:37
  Speaker 4: Yeah, I actually really liked this question. The concept of
• 1:41
  Speaker 4: DEX for me was well understood coming into Next Thing.
• 1:45
  Speaker 4: Quite frankly, it's what led me here. I feel that
• 1:48
  Speaker 4: it's the right time for companies to be thinking about
• 1:51
  Speaker 4: how their technology investment is actually impacting their organization and
• 1:55
  Speaker 4: understanding the reality of the results that it's driving for
• 1:58
  Speaker 4: them or not. But when I got into Next Thing,
• 2:02
  Speaker 4: I had previously seen decks as a tool, and I
• 2:07
  Speaker 4: learned that it's something much more than that. It's not
• 2:09
  Speaker 4: something that you buy and execute like so many enterprise
• 2:12
  Speaker 4: technologies that you buy and execute. The reality is that
• 2:15
  Speaker 4: it's an entire methodology. There's a whole process that goes
• 2:19
  Speaker 4: beyond just the technology, and this is what really drives
• 2:22
  Speaker 4: the reshaping of an organization and true transformative success.
• 2:28
  Speaker 2: So, Manica, you and I actually have something in common.
• 2:31
  Speaker 2: When I came over ten years ago. One of the
• 2:34
  Speaker 2: hats that I wore of the many. It's why I
• 2:36
  Speaker 2: don't have much hair left. I kept swopping hats around
• 2:39
  Speaker 2: was as a director of customer success for North America.
• 2:42
  Speaker 2: So it's awesome to have you here carrying that mantle forward.
• 2:46
  Speaker 2: One of the things as a customer we knew early
• 2:48
  Speaker 2: on was we didn't want to just buy the shiny tool.
• 2:50
  Speaker 2: We wanted to operationalize and get the most out of it.
• 2:53
  Speaker 2: So dig a little deeper into that concept of DEX
• 2:57
  Speaker 2: as a methodology. Gartner has said that dex is a
• 3:02
  Speaker 2: technology category and they kind of categorize us by vendors
• 3:05
  Speaker 2: who have tools. But go a little deeper into where
• 3:09
  Speaker 2: you kind of how you think about decks as a
• 3:11
  Speaker 2: methodology and talk a bit about where most organizations fall
• 3:16
  Speaker 2: a bit short when they try to put it into practice.
• 3:19
  Speaker 4: Yeah, so you know, for decades it has served the
• 3:23
  Speaker 4: needs of the business. And to really oversimplify this for
• 3:26
  Speaker 4: a second, it will look across the market at the
• 3:29
  Speaker 4: tools that they may need to best achieve their aim.
• 3:34
  Speaker 4: So for many customers, I find that they at first
• 3:36
  Speaker 4: look at decks in this way they need a technology
• 3:39
  Speaker 4: that can give them insight into their organization. They need
• 3:42
  Speaker 4: visibility that they can take action against, and so they
• 3:44
  Speaker 4: look as they're looking to buy many other applications. But
• 3:48
  Speaker 4: our most successful and most strategic customers really understand that
• 3:52
  Speaker 4: there's more. Next thing is an entire methodology that's focused
• 3:56
  Speaker 4: around five pillars. You do have the technology component, of course,
• 4:00
  Speaker 4: that's important, but there's also the people who within your
• 4:03
  Speaker 4: organization do you need to engage and be involved with
• 4:07
  Speaker 4: How are you thinking about this in terms of how
• 4:09
  Speaker 4: you're organized, How does it impact the way that you're structured.
• 4:12
  Speaker 4: What processes need to be created or modified in order
• 4:16
  Speaker 4: to take effective action against these insights that you've gained
• 4:19
  Speaker 4: with all of your visibility. Now, how are you communicating
• 4:23
  Speaker 4: these changes to your org? This is one that many
• 4:26
  Speaker 4: customers don't necessarily think of, but the way that you're
• 4:29
  Speaker 4: driving awareness can drive adoption and change can be hard
• 4:33
  Speaker 4: for organizations. So you really need to think this through
• 4:37
  Speaker 4: in a thoughtful manner. And then when thinking about value,
• 4:40
  Speaker 4: what metrics are valuable to you and to your leadership.
• 4:44
  Speaker 4: Some is cost reduction, perhaps through software reclamation. For others
• 4:49
  Speaker 4: it's ticket avoidance and so on and so forth. So
• 4:52
  Speaker 4: where do you want to focus? So my team works
• 4:55
  Speaker 4: with customers around this entire methodology really to help refocus
• 4:59
  Speaker 4: their thinking to create a solution that makes the most
• 5:02
  Speaker 4: sense for them. So it does differ by customer, and
• 5:05
  Speaker 4: does differ by industry, by size of company, and more
• 5:08
  Speaker 4: so we really work one on one with them, and
• 5:12
  Speaker 4: that's what my team helps with.
• 5:14
  Speaker 2: Yeah, it really is the combination of the concepts of
• 5:18
  Speaker 2: dex and dex ops right operationalizing the capabilities to get
• 5:23
  Speaker 2: the most out of them. When I was a customer
• 5:26
  Speaker 2: and even after coming over here and helping customers put
• 5:29
  Speaker 2: together plans, we talked a lot about the art of
• 5:32
  Speaker 2: the possible. We transition then from that art into calling
• 5:37
  Speaker 2: it this is our inspirational goal, this is it. It
• 5:40
  Speaker 2: kind of kept us flexible and saying it's inspirational. It
• 5:44
  Speaker 2: was a little bit of a cop out at the
• 5:46
  Speaker 2: time too, because it avoided making a commitment. We just said, well,
• 5:49
  Speaker 2: we're inspired to get here, but we're not going to
• 5:51
  Speaker 2: quite commit to it. Where do you see some of
• 5:55
  Speaker 2: the biggest gaps between people setting a vision of what
• 5:58
  Speaker 2: they want to do and the reac of what they
• 6:00
  Speaker 2: actually can do and what they can accomplish in most places.
• 6:04
  Speaker 4: Yeah, well, like I said, so many of our customers
• 6:07
  Speaker 4: are so different. So I already mentioned those that come
• 6:11
  Speaker 4: in thinking this is a tool and a plug in
• 6:13
  Speaker 4: play solution. We work through them with that methodology, so
• 6:16
  Speaker 4: their vision in reality is quite vast. Sometimes our customers
• 6:20
  Speaker 4: have a clear vision, they know what they want to do,
• 6:24
  Speaker 4: but they're just not sure how to do it necessarily,
• 6:29
  Speaker 4: So they may or may not know the big strategic goals.
• 6:33
  Speaker 4: We really help them break that down into smaller parts.
• 6:36
  Speaker 4: Which ones do you prioritize first, second, and third? So
• 6:39
  Speaker 4: we can help here by leading with early wins that
• 6:42
  Speaker 4: drive the most value or processes that would be easiest
• 6:45
  Speaker 4: to adopt for them based on how they're already structured today. Well,
• 6:50
  Speaker 4: we look at the typical IT organization. You know, it's
• 6:53
  Speaker 4: been structured kind of in the same way for a
• 6:55
  Speaker 4: really long time, and the way that technologies are purchased
• 6:58
  Speaker 4: hasn't changed that much over time. How they score their
• 7:02
  Speaker 4: applications is one good example. Tracking up time is kind
• 7:06
  Speaker 4: of the same. But we uh, and next thing, we
• 7:09
  Speaker 4: we challenged a lot of these status quo assumptions, and
• 7:14
  Speaker 4: we challenge our customers to think differently and to rethink
• 7:17
  Speaker 4: their organ their organizational structure. We're tracking across various applications,
• 7:24
  Speaker 4: so we're not looking at the individual level, how is
• 7:26
  Speaker 4: A doing, B doing C doing? But really, as a
• 7:29
  Speaker 4: holistic UH solution, how is your entire organization doing and
• 7:33
  Speaker 4: meeting the needs of your business? So we have a
• 7:38
  Speaker 4: lot to unpack with our customers, but I would say
• 7:41
  Speaker 4: in short, their vision coming in is often oversimplified and
• 7:47
  Speaker 4: is often missing the bigger component of the full methodology
• 7:53
  Speaker 4: aligning with their organization and communication and people and processes
• 7:57
  Speaker 4: and so forth.
• 7:59
  Speaker 2: I found over the years is it's very easy for
• 8:03
  Speaker 2: IT to sit down and say we're going to put
• 8:05
  Speaker 2: together on IT strategy and focus only on IT. Here's
• 8:09
  Speaker 2: where we need to contain our costs, Here's where we
• 8:12
  Speaker 2: need more IT capabilities, here's how we're going to develop
• 8:15
  Speaker 2: people to take on AI. And it becomes very IT
• 8:18
  Speaker 2: centric and bringing that IT strategy and connectivity with business
• 8:25
  Speaker 2: strategy and bringing those kind of in harmony, if you will.
• 8:30
  Speaker 2: It's easier said than done because there's different goals, there's
• 8:33
  Speaker 2: different realities, there's even different knowledge and different terminologies. What
• 8:39
  Speaker 2: have you learned along the way about making the alignment
• 8:43
  Speaker 2: with IT strategy and business strategy more real and where
• 8:47
  Speaker 2: does DEX play in that and bridge in that gap.
• 8:52
  Speaker 4: You know, I've been working to bridge the gap between
• 8:54
  Speaker 4: IT and business my entire career. And when you said
• 8:57
  Speaker 4: it's easier said than done, this is an understand for sure.
• 9:01
  Speaker 4: I think many times the two groups IT and the
• 9:04
  Speaker 4: business can be so divorced, and it's often because there's
• 9:09
  Speaker 4: kind of an US versus them mentality. The requests of
• 9:12
  Speaker 4: the business can make life and IT harder and sometimes
• 9:15
  Speaker 4: more challenging. The asks keep building, and then the rollout
• 9:19
  Speaker 4: for it can sometimes be an impediment to how the
• 9:21
  Speaker 4: business is doing things today, and change can be disrupted
• 9:25
  Speaker 4: to them. But what I love about decks is the
• 9:28
  Speaker 4: beauty of the foundation is the goal is making employees'
• 9:31
  Speaker 4: lives easier and better and really making them better able
• 9:35
  Speaker 4: to do the jobs that they were hired to do,
• 9:37
  Speaker 4: spending less time feeling frustrated or confused, in some cases
• 9:41
  Speaker 4: helpless because of the technology that's standing in their way.
• 9:45
  Speaker 4: And the next thing, our product really unlocks that real potential.
• 9:49
  Speaker 4: So once implemented, there's so much that happens in the
• 9:51
  Speaker 4: background that the issues that used to prevent the business
• 9:55
  Speaker 4: from doing what they needed to do just go away,
• 10:00
  Speaker 4: and the issues they were struggling with, well, they realize, gosh,
• 10:04
  Speaker 4: I haven't struggled with that in a few months.
• 10:05
  Speaker 2: Now.
• 10:06
  Speaker 4: My day's gotten easier, it's gotten better. I can now
• 10:09
  Speaker 4: focus on my job and not trying to fix stuff
• 10:12
  Speaker 4: that I don't know how to fix. So if this
• 10:15
  Speaker 4: change is communicated in the right way within the organization,
• 10:19
  Speaker 4: and that organization understands why this is happening, why things
• 10:23
  Speaker 4: have gotten better it's because of the efforts of the
• 10:25
  Speaker 4: IT department, then for them it becomes the hero. And
• 10:29
  Speaker 4: I love that. I love seeing our customers package up
• 10:33
  Speaker 4: the success that they've had and broadcasts that broadly through
• 10:36
  Speaker 4: the organizations and really bringing those two groups together. So
• 10:39
  Speaker 4: now they're working together to help each other to make
• 10:42
  Speaker 4: things better, not seen as two disparate entities.
• 10:47
  Speaker 2: So let's bring it all together. Then let's talk about
• 10:51
  Speaker 2: actual accomplishments. What are some examples anonymized if you need
• 10:56
  Speaker 2: to use names where you can, but about what some
• 11:00
  Speaker 2: customers have actually where they've actually succeeded.
• 11:05
  Speaker 4: Sure, so I can start more broadly and then get
• 11:08
  Speaker 4: more specific, but really a lot of our customers have
• 11:13
  Speaker 4: used a lot of the same types of use cases
• 11:17
  Speaker 4: that have really helped, so license reclamation, decommissioning old hardware.
• 11:23
  Speaker 4: Those have direct impacted the business from a financial perspective,
• 11:27
  Speaker 4: but maybe not from an experience. But there are use
• 11:31
  Speaker 4: cases like security upgrade updates or application upgrades. So in
• 11:37
  Speaker 4: these cases, in the middle of the workdat these often
• 11:40
  Speaker 4: pop up at the worst times and disrupts the flow
• 11:44
  Speaker 4: of the users doing what they're doing. So customers can
• 11:48
  Speaker 4: use our solution to alert the user to update when
• 11:52
  Speaker 4: they want, when time permits, and schedule it at their convenience.
• 11:56
  Speaker 4: So campaigns are really a popular way to get quick
• 11:58
  Speaker 4: and easy feedback from the business. It's done in a
• 12:03
  Speaker 4: non intrusive way and in some cases have done correctly,
• 12:06
  Speaker 4: can be even fun. These are typical use cases, but
• 12:09
  Speaker 4: thinking outside the box a bit, We have one customer
• 12:13
  Speaker 4: whose businesses their resources, their people, their business members travel
• 12:17
  Speaker 4: all over the world meeting with customers and doing the
• 12:22
  Speaker 4: work that they do, and it was really important to
• 12:23
  Speaker 4: them that their resources are able to stay connected and
• 12:27
  Speaker 4: have a strong Wi Fi signal when they're traveling, so
• 12:30
  Speaker 4: they used our product to map out the Wi Fi
• 12:33
  Speaker 4: reliability of hotels around the world, so that when their
• 12:36
  Speaker 4: executives are booking travel, the Wi Fi strength and reliability
• 12:39
  Speaker 4: was a feature that was an input into deciding where
• 12:42
  Speaker 4: to stay. So that's one example that's a little different
• 12:45
  Speaker 4: than most that did have a very positive and immediate
• 12:49
  Speaker 4: impact on the business.
• 12:50
  Speaker 5: Manica.
• 12:50
  Speaker 6: One of the things that you mentioned that I absolutely
• 12:52
  Speaker 6: loved is this sort of importance of communication and the
• 12:58
  Speaker 6: complexity of process, but also the opportunity for it to
• 13:01
  Speaker 6: really be the hero of the story. So I'm wondering
• 13:04
  Speaker 6: if you can talk a little bit about how companies
• 13:07
  Speaker 6: are trying to get those messages out more effectively, right, Like,
• 13:12
  Speaker 6: are you seeing growth in internal branding around decks or
• 13:16
  Speaker 6: more proactive IT engagement? How do companies communicate successful dex implementations.
• 13:23
  Speaker 4: I love the idea of internal branding if it fits
• 13:27
  Speaker 4: the culture of the company, branding can really be an
• 13:29
  Speaker 4: important way to drive awareness and adoption of our tools.
• 13:33
  Speaker 4: So my success managers will work with customers to share
• 13:37
  Speaker 4: ideas and best practices that we've gained from others on
• 13:40
  Speaker 4: the best ways to implement this, and then how to
• 13:43
  Speaker 4: identify the right process that fits the culture of their organization,
• 13:47
  Speaker 4: that piece is really important. One example of this is
• 13:50
  Speaker 4: a customer really took this to heart and branded their
• 13:53
  Speaker 4: next Think instance in its entirety. There's a logo associated
• 13:57
  Speaker 4: with it. They had lots of fun marketing and those
• 14:01
  Speaker 4: are widely distributed throughout the company to help drive awareness.
• 14:05
  Speaker 4: So the result is that when someone in the HR
• 14:08
  Speaker 4: department or the sales team is having you know, working
• 14:12
  Speaker 4: on their computer and then there's a little pop up
• 14:15
  Speaker 4: and they see that logo, they know, oh, I know
• 14:17
  Speaker 4: this is here to help me. Let me click on this.
• 14:20
  Speaker 4: And it's been really well received and has been a
• 14:23
  Speaker 4: great adoption driver within their company. So for many customers,
• 14:27
  Speaker 4: we advised, you know, let's explore this, let's see what works.
• 14:30
  Speaker 4: Other cultures might not be right for a sticker and
• 14:34
  Speaker 4: a fun logo, but we can do something that really
• 14:36
  Speaker 4: helps to communicate what this changes and to communicate why
• 14:39
  Speaker 4: it's important that others within the business lean in.
• 14:43
  Speaker 3: So I'm going to step in again, Monica and just
• 14:49
  Speaker 3: ask them if you think there can sometimes be a
• 14:51
  Speaker 3: tension between what it teams know is going to have
• 14:55
  Speaker 3: the biggest impact and what they want to deliver, and
• 15:00
  Speaker 3: if so, how do you navigate that and where does
• 15:02
  Speaker 3: that tension come from.
• 15:04
  Speaker 4: Yes, we see this tension often, and I wouldn't call
• 15:08
  Speaker 4: it tensions so much as getting distracted by what I
• 15:11
  Speaker 4: call the shiny things. So our tool can do lots
• 15:15
  Speaker 4: of really cool things. And once a company signs with
• 15:19
  Speaker 4: Netsthink and we have the executive buy in and we
• 15:22
  Speaker 4: understand what they're trying to achieve, once the work starts,
• 15:26
  Speaker 4: it's really easy to get distracted. So there are what
• 15:30
  Speaker 4: we're finding is the teams often don't realize all the
• 15:33
  Speaker 4: cool stuff that it can do. They become excited by it.
• 15:36
  Speaker 4: They say, all these issues or items that we're making
• 15:40
  Speaker 4: my job tricky before I can solve for them, and
• 15:43
  Speaker 4: this is left un checks.
• 15:44
  Speaker 3: You can.
• 15:45
  Speaker 4: Really it's like a runaway train in a good way,
• 15:47
  Speaker 4: because we're still building things that matter and make a difference,
• 15:50
  Speaker 4: but it might not be the big wins or meeting
• 15:53
  Speaker 4: the strategic objectives of the organization. So it's the job
• 15:57
  Speaker 4: of my team to make sure that we're prioritizing the
• 15:59
  Speaker 4: new of the business and ensuring that those strategic objectives
• 16:03
  Speaker 4: are met, and that the reason that the customer bought
• 16:06
  Speaker 4: in the first place, that we're achieving those aims, so
• 16:11
  Speaker 4: we're able to show value to the leadership in a
• 16:13
  Speaker 4: timely marrior, which is what we want. So we work
• 16:16
  Speaker 4: alongside our customer teams to make sure that the right
• 16:19
  Speaker 4: use cases are prioritized. First, we have benchmark data and
• 16:22
  Speaker 4: guidance that's built from doing this with customers all over
• 16:26
  Speaker 4: the world, and we can really guide them on quick
• 16:29
  Speaker 4: wins and those high value use cases. Our goal is
• 16:32
  Speaker 4: to build the plan that meets their needs, that prioritizes
• 16:36
  Speaker 4: thos high value cases, surfacing use cases they might not
• 16:40
  Speaker 4: have considered. We help them track progress too along the way,
• 16:44
  Speaker 4: and then we also do make sure they have time
• 16:46
  Speaker 4: to build the other cool stuff because that's fun too.
• 16:50
  Speaker 3: Indeed it is. And just hearkening back to your mention
• 16:55
  Speaker 3: of internal branding initiatives, I haven't maybe told the story
• 17:00
  Speaker 3: on the pod before, but not for not for a while,
• 17:03
  Speaker 3: not for a couple of hundred episodes or say, you know,
• 17:07
  Speaker 3: but there was a French insurance customer of ours and
• 17:11
  Speaker 3: I got to speak to somebody there and an experience
• 17:15
  Speaker 3: of them many years ago, and he told me that
• 17:16
  Speaker 3: they'd they branded their proactive capability of the organization as
• 17:21
  Speaker 3: pre cogs using the terminology from Minority Report, you know,
• 17:28
  Speaker 3: the movie where they have the psychics being able to
• 17:31
  Speaker 3: tell who's who's about to commit crime and stuff. That
• 17:34
  Speaker 3: was definitely the most creative and enjoyable branding I'd come across.
• 17:40
  Speaker 3: But using that as a sort of a platform to
• 17:43
  Speaker 3: step into the future a moment Monika. Obviously, as AI
• 17:48
  Speaker 3: is becoming more embedded index, how are you seeing on
• 17:52
  Speaker 3: the ground teams adapt or begin to adapt or plan
• 17:55
  Speaker 3: to adapt, both technically but also culturally. And what's the
• 18:00
  Speaker 3: mood like among the IT professionals you're working with when
• 18:02
  Speaker 3: it comes to embracing AI into their data or integrating
• 18:06
  Speaker 3: AI into their daily workflows.
• 18:09
  Speaker 4: Yeah. I think at first when AI was coming onto
• 18:13
  Speaker 4: the market, there was a fear. There was this misnomer
• 18:16
  Speaker 4: that AI will take all of our jobs. But as
• 18:20
  Speaker 4: you know, AI has no conscience. It's very good at
• 18:23
  Speaker 4: sifting through large amounts of data and reporting back on
• 18:26
  Speaker 4: trends and insights based on the data that it has,
• 18:29
  Speaker 4: but it can't be creative, it can't be deeply insightful
• 18:32
  Speaker 4: in the way these humans can. Just a really, really
• 18:35
  Speaker 4: efficient tool that helps to address what I call noise
• 18:39
  Speaker 4: in any job, and I think that a lot of
• 18:42
  Speaker 4: IT professionals are seeing this. So if we take one
• 18:46
  Speaker 4: example of the support desk, you know, a typical day
• 18:50
  Speaker 4: and a support desk, someone's having a problem. They submit
• 18:53
  Speaker 4: a ticket. The support team gets that ticket, it says
• 18:57
  Speaker 4: System A doesn't work. Now this could be true, it
• 19:00
  Speaker 4: could be System ADE doesn't work, or it could be
• 19:02
  Speaker 4: a symptom of a real problem with System B. It's
• 19:05
  Speaker 4: hard for the agent to really know, so they spend
• 19:07
  Speaker 4: a lot of time digging around, investigating, doing research. This
• 19:10
  Speaker 4: can take a long time. Then they finally troubleshoot with
• 19:13
  Speaker 4: a person, they eventually come to a resolution, and then
• 19:16
  Speaker 4: they move on to the next ticket. Ticket says system
• 19:18
  Speaker 4: MADE isn't working, and it just continues on and on.
• 19:21
  Speaker 4: So what our customers are doing is embracing AI in
• 19:25
  Speaker 4: this way to reduce that noise, to remove the tedious
• 19:29
  Speaker 4: burden from in this case, a support desk. We can
• 19:33
  Speaker 4: report on these large scale issues, we can offer suggestions
• 19:37
  Speaker 4: real time for faster resolutions, and so on and so
• 19:40
  Speaker 4: on and so on. And what our customers are seeing
• 19:42
  Speaker 4: is in this example they're able to put off the
• 19:45
  Speaker 4: noise and allow their resources to actually focus on strategic
• 19:49
  Speaker 4: items that they may not have had time to get
• 19:52
  Speaker 4: to in a normal day. I have one customer that
• 19:57
  Speaker 4: signed about six or seven months ago really just got
• 20:01
  Speaker 4: it and he came in and I'm so excited to
• 20:02
  Speaker 4: work with these customers because they come and they have
• 20:04
  Speaker 4: the vision, they understand DEX as a whole methodology, they
• 20:08
  Speaker 4: have a strategy, and he wanted to go in with
• 20:11
  Speaker 4: his organization and say, reimagine your day at the support
• 20:15
  Speaker 4: desk as a way to drive adoption. And it was
• 20:18
  Speaker 4: really highlighting all the ways that AI can help make
• 20:21
  Speaker 4: their day easier, to help reduce that noise and unlock
• 20:25
  Speaker 4: their potential so that as people and as employees, they
• 20:29
  Speaker 4: can not be troubleshooting system a system a system ay
• 20:32
  Speaker 4: all day. They can actually be focusing on some really
• 20:35
  Speaker 4: strategic initiatives, in this case, upskilling his service desk agents,
• 20:41
  Speaker 4: getting them better prepared to handle L two and L
• 20:43
  Speaker 4: three tickets, allowing them all to think a little bit
• 20:46
  Speaker 4: more broadly, and his whole organization's benefiting as a result.
• 20:49
  Speaker 4: So I think that as others are really seeing the
• 20:53
  Speaker 4: potential of AI and kind of letting go of those
• 20:55
  Speaker 4: early fears, I mean, I think success can be limitless. Yes,
• 21:01
  Speaker 4: and it's really exciting.
• 21:03
  Speaker 5: That is super exciting. I'm curious to know what you
• 21:05
  Speaker 5: think comes after that, right, So when these teams re
• 21:09
  Speaker 5: imagine it with these new tools, do you think that's
• 21:13
  Speaker 5: going to change what DEX looks like when AI is
• 21:16
  Speaker 5: more standard in organizations toolkits?
• 21:20
  Speaker 4: Absolutely? I mean I think that it's not just AI,
• 21:22
  Speaker 4: but it's decks as a whole. So when we're talking
• 21:26
  Speaker 4: specifically about AI, there's you know, as I said, the
• 21:29
  Speaker 4: real opportunity to reduce the noise of what any employee
• 21:34
  Speaker 4: is working with the day to day so that they
• 21:35
  Speaker 4: can spend more time doing more strategic things. But as
• 21:40
  Speaker 4: you said, DEX isn't just within the IT department, and
• 21:43
  Speaker 4: we're working more so with the business bridging that gap
• 21:47
  Speaker 4: to make the business's life easier. So be it, you know,
• 21:51
  Speaker 4: how do we engage in new applications? You know, we
• 21:55
  Speaker 4: have a great product that allows you know, really walks
• 21:57
  Speaker 4: a salesperson or an HR person or or some other
• 22:00
  Speaker 4: person within the organization through some of our technical applications
• 22:04
  Speaker 4: so that they're better able to do their job. I
• 22:07
  Speaker 4: think with AI, we can just automate that and make
• 22:09
  Speaker 4: that more intuitive and easier, and if it's not happening
• 22:13
  Speaker 4: in the background, then at least it can really tee
• 22:16
  Speaker 4: up the answer for someone. So instead of trying to
• 22:18
  Speaker 4: think through what is it that I need to do,
• 22:21
  Speaker 4: they're really just saying, oh, do I need to do
• 22:22
  Speaker 4: A or B? Yes or no. It becomes very simple
• 22:26
  Speaker 4: and the end of the day is faster, so that
• 22:29
  Speaker 4: they're able to keep going and keep moving and not
• 22:34
  Speaker 4: being weighed down by questions or uncertainty.
• 22:38
  Speaker 3: Phenomenal And I'm so glad We've had a bit of
• 22:41
  Speaker 3: technical difficulties listening today, principally afflicting Orihana, one of our
• 22:46
  Speaker 3: most valued panelists. So Orian has been in and out,
• 22:50
  Speaker 3: but we did manage to get I think to two
• 22:53
  Speaker 3: of my account's superb questions from Orihana. I'm very glad
• 22:57
  Speaker 3: we could, Monika, and I'm very very glad you were
• 22:59
  Speaker 3: able to join us today for the first time. You
• 23:02
  Speaker 3: have to be a returning guest maybe in twenty twenty six,
• 23:06
  Speaker 3: which is really around the corner now, isn't it. It's
• 23:09
  Speaker 3: really almost upon us, but a great pleasure to have
• 23:12
  Speaker 3: you on. Thanks so much for making the time.
• 23:15
  Speaker 1: Thanks Mama to make sure that you never miss an episode.
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  Speaker 5: Thank you so much for listening.
• 23:39
  Speaker 1: Until next time.