Latest / The DEX Show: A Show for IT Change Makers / DEXOps in Action: Building an Experience Operations Center 🏗️ (w/ Atos)

Transcript

DEXOps in Action: Building an Experience Operations Center 🏗️ (w/ Atos) · 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 mcgra let's get into it.
• 0:09
  Speaker 2: Do you know, listeners, how you can tell where dex
• 0:13
  Speaker 2: is going to hit next? It's it's where Tim Flower
• 0:16
  Speaker 2: is landing everybody, and Tim Flower is currently roundabouts landing
• 0:20
  Speaker 2: nowhere other than the Great Nation of Japan. So I
• 0:24
  Speaker 2: think that tells us that the Great Dex Revolution is
• 0:28
  Speaker 2: about to hit Japanese shaws and Tim is out there
• 0:31
  Speaker 2: spreading the word as Decks evangelist in chief. So it's
• 0:35
  Speaker 2: a it's a solo it's a solid deck show again
• 0:38
  Speaker 2: from it's a solo deck show in terms of presenter
• 0:42
  Speaker 2: once again. But I have a great guest from a
• 0:46
  Speaker 2: great organization at US. We've had guests on the Deck
• 0:49
  Speaker 2: Show down the years now i'd say three, four, five times,
• 0:52
  Speaker 2: but Mike McGarvey is the first time, a first time
• 0:56
  Speaker 2: guest and he's the global VP and intertal work a
• 1:00
  Speaker 2: CTO at US. Great to see Mike, Thanks for coming on.
• 1:04
  Speaker 3: Absolutely gread to see you two.
• 1:06
  Speaker 2: We always have a fantastic guests and topics topics of
• 1:09
  Speaker 2: conversation from athos Mike, I have to say of a
• 1:13
  Speaker 2: bunch of smart people over there.
• 1:15
  Speaker 3: Well, you know, we've been partnering with next Thing for
• 1:18
  Speaker 3: a decade now and we really believe in the digital
• 1:21
  Speaker 3: experience management revolution. It's part and parcel with everything we do.
• 1:26
  Speaker 2: Fantastic. And you just came from London. You said you
• 1:29
  Speaker 2: just bounced from London and that where are you based.
• 1:32
  Speaker 3: I'm based in Pennsylvania, But it seems like I spent
• 1:35
  Speaker 3: about a week in Europe, at least a week a
• 1:36
  Speaker 3: month in Europe being dead a lot of our but
• 1:39
  Speaker 3: half our customers in the US, half our customers are
• 1:41
  Speaker 3: in Europe.
• 1:42
  Speaker 2: What were you doing down here?
• 1:44
  Speaker 3: We were meeting with the potential client, talking about how
• 1:48
  Speaker 3: we can bring digital experience management, including our Experience Operations Center,
• 1:52
  Speaker 3: to help change the outcomes that they're looking for.
• 1:56
  Speaker 2: Well, I hope it was worth your while, but by
• 1:58
  Speaker 2: all accounts, it was a bit of a a bit
• 2:00
  Speaker 2: of a hectic journey home, Mike, Right, so you're feeling
• 2:04
  Speaker 2: a little a little gray around the gills, a little
• 2:06
  Speaker 2: green around the gills.
• 2:07
  Speaker 3: In fact, it's all good.
• 2:09
  Speaker 2: Aer a trooper, are a trooper, and we're going to
• 2:12
  Speaker 2: I know we're going to get stuck into something about
• 2:16
  Speaker 2: We're going to get stuck into discussing the Experience Operations
• 2:19
  Speaker 2: Center that I think we next think can ask us
• 2:21
  Speaker 2: and now it last year before we do, Mike, tell
• 2:25
  Speaker 2: us a little bit about yourself and your role there.
• 2:28
  Speaker 3: Yeah, no, happy to so interesting enough. Today marks the
• 2:32
  Speaker 3: twentieth year anniversary from when I joined the company and
• 2:36
  Speaker 3: I started as a server technician racking stacking servers, building
• 2:40
  Speaker 3: virtualsation clusters, but spent the last ten years focusing on
• 2:43
  Speaker 3: everything digital workplace and the biggest topic that I've been
• 2:46
  Speaker 3: focusing on in digital experience management. So my role with
• 2:49
  Speaker 3: an artist is that I oversee our strategy, where we're going,
• 2:53
  Speaker 3: what we're doing, what we build, our research and development,
• 2:56
  Speaker 3: our portfolio, and a great bit of that focuses on
• 3:00
  Speaker 3: how we can help our customers change the employee experiences
• 3:04
  Speaker 3: that they they experience every day. Mmmm.
• 3:08
  Speaker 2: And we're going to discuss a little bit of the
• 3:10
  Speaker 2: Experience Operations Center. But it's a funny thing, Mike. You know,
• 3:13
  Speaker 2: I've been hearing the last few weeks, in particular a
• 3:16
  Speaker 2: lot of talk about dex shops, dex shops, deck stops.
• 3:19
  Speaker 2: Now just being kind of thinking that we really need
• 3:20
  Speaker 2: to do a show where we investigate and explore this,
• 3:24
  Speaker 2: I mean to what I said, would you say the
• 3:26
  Speaker 2: concept of DEX SOPs is really like the backdrop here
• 3:29
  Speaker 2: for this sort of more concrete suite of innovation that
• 3:32
  Speaker 2: we're going to be talking about.
• 3:34
  Speaker 3: Yeah, No, it definitely is. I mean, at the end
• 3:36
  Speaker 3: of the day, we think about digital experience management as
• 3:39
  Speaker 3: ways where we can improve the employee experience about how
• 3:41
  Speaker 3: they deal with every day to day. But at the
• 3:43
  Speaker 3: core of that, it's about making the overall infrastructure more stable,
• 3:47
  Speaker 3: taking out friction, eliminating issues, doing fleet management, and that
• 3:51
  Speaker 3: leads to a more efficient and less costly operations. So
• 3:55
  Speaker 3: it is a it is a double edged shore in
• 3:57
  Speaker 3: which we can both benefit the employees but also benefit
• 4:00
  Speaker 3: the bottom line for our customers.
• 4:02
  Speaker 2: Super And so let's get into the basics around the EOC. No,
• 4:08
  Speaker 2: it's actually it goes by XOC, doesn't it x O
• 4:11
  Speaker 2: C C. Yeah, getting my equinis right, it's for a start,
• 4:16
  Speaker 2: how does it How does it differ as a conceptually?
• 4:20
  Speaker 2: First of all, from a traditional surveys set up or
• 4:23
  Speaker 2: n OC is some kind of NC or something like that.
• 4:26
  Speaker 3: Yeah, So when we think about traditional DEX management, you know,
• 4:29
  Speaker 3: there is the management of the digital experience management tool,
• 4:33
  Speaker 3: of which is critical and there's tons of capabilities built
• 4:35
  Speaker 3: into the tool itself. But we think about this from
• 4:38
  Speaker 3: a different from a slightly wider perspective. Right, there is
• 4:41
  Speaker 3: other information which needs to be ingest and analyzed, and
• 4:43
  Speaker 3: so we adjust information from the service now from contact centers,
• 4:46
  Speaker 3: et cetera. And we've been doing this for years and
• 4:49
  Speaker 3: something we called the Proactive Experience Center, which is taking
• 4:51
  Speaker 3: a data driven approach to eliminate issues in the environment
• 4:54
  Speaker 3: deliver excelaids, et cetera. And this was amazing. It worked
• 4:58
  Speaker 3: out really well for us. Customers loved it. And then
• 5:00
  Speaker 3: we saw the move to next thing, Infinity. And in
• 5:05
  Speaker 3: the data we had before with the collectors and the
• 5:07
  Speaker 3: rolling up everything, it sometimes took hours or eight hours
• 5:10
  Speaker 3: or et cetera to get all the data on the
• 5:12
  Speaker 3: source we needed to. But now with Infinity, it's hitting
• 5:16
  Speaker 3: the collectors in seconds, and it's we said, what could
• 5:20
  Speaker 3: we do now that we're getting the data as it's
• 5:23
  Speaker 3: being collected. And so that's where the concept of the
• 5:26
  Speaker 3: EXOC came from. Right, So, I think a lot of
• 5:28
  Speaker 3: us are very familiar with the concept of a security
• 5:30
  Speaker 3: operation center, the concept of a network operation center, where
• 5:34
  Speaker 3: you know, we're monitoring all the infrastructure all the time
• 5:37
  Speaker 3: and when something goes down, everybody's jumping on it resolving
• 5:39
  Speaker 3: the issue. But the workplace equivalent has never really indicated
• 5:44
  Speaker 3: from a telemetry perspective. It's always been hey, we've got
• 5:46
  Speaker 3: an mi I or people are calling or people are complaining,
• 5:49
  Speaker 3: and the we're reacting to it on a reactive basis.
• 5:52
  Speaker 3: We wanted to change the script. When to flip the
• 5:53
  Speaker 3: script and take what we did with the Productive Experience
• 5:56
  Speaker 3: Center and make it real time. Thus was born the
• 6:00
  Speaker 3: experience operations that are powered by Next Thing Infinity.
• 6:04
  Speaker 2: Well let's let's uh, let's hone in on that little
• 6:07
  Speaker 2: detail eventually, since we're Next Thing sponsored podcast and everything.
• 6:11
  Speaker 2: You know, you've already mentioned that the speed, what are
• 6:16
  Speaker 2: the aspects of a partnership or next next thing tech
• 6:20
  Speaker 2: is being leveraged so effectively in this context, So I.
• 6:24
  Speaker 3: Think it's it's really around the data. It's around the
• 6:28
  Speaker 3: latency of it, but's also how we've been able to
• 6:30
  Speaker 3: kind of partner with next think on exactly how we
• 6:34
  Speaker 3: can gain access to the data what theys be presented,
• 6:36
  Speaker 3: but also be an innovation partner on even things like
• 6:39
  Speaker 3: next think autopilot, how the two can you can kind
• 6:42
  Speaker 3: of work together right on a proactive and preventative basis,
• 6:46
  Speaker 3: the XOC helps bring an operations team looking at the
• 6:49
  Speaker 3: data that's being analyzed and enhanced and correlated. We'll get
• 6:53
  Speaker 3: to that a little bit later. But also on the
• 6:54
  Speaker 3: other hand of how can we be more reactive, how
• 6:57
  Speaker 3: can we handle things that come up, but also handle
• 6:59
  Speaker 3: things proactively and preventively. So it's sort of a combination
• 7:02
  Speaker 3: of all the best things of next in confinity.
• 7:05
  Speaker 2: Amazing and you described I think very well how technology
• 7:09
  Speaker 2: is making is heightening the potential to make a difference. Right,
• 7:16
  Speaker 2: But in terms of the industry itself, why is now
• 7:19
  Speaker 2: the right time for, if you will, an experienced layer
• 7:22
  Speaker 2: to be kind of more firmly inserted about it operations.
• 7:26
  Speaker 2: What shifted do you think in the mindset of customers
• 7:29
  Speaker 2: over the last few years creating a greater need.
• 7:32
  Speaker 3: Well, I think in my experience in talking with customers,
• 7:35
  Speaker 3: which I talk to them all the time, there was, there,
• 7:37
  Speaker 3: always has and there always to some extent will be
• 7:40
  Speaker 3: a conversation on return on investment. Right. They want to
• 7:43
  Speaker 3: see some level of return on the investment of things
• 7:45
  Speaker 3: they do, but there's a shifting conversation about return on
• 7:48
  Speaker 3: experience or return on employee. How can we get more
• 7:51
  Speaker 3: out of our most valuable assets, which are those employees.
• 7:55
  Speaker 3: How can we make them more productive? How can we
• 7:57
  Speaker 3: just less down time? And then also aligning what we
• 8:00
  Speaker 3: do from a from a dex perspective towards business outcomes, right,
• 8:04
  Speaker 3: So not just about it outcomes about you know, speeds, resolution,
• 8:09
  Speaker 3: things like that, but actually, can we take what we're
• 8:11
  Speaker 3: doing here with digital experience management and align it to
• 8:14
  Speaker 3: the business outline. So now we're talking about different stakeholders, right,
• 8:17
  Speaker 3: And I think that's where things are starting to change,
• 8:20
  Speaker 3: because it's now not just a conversation with the IT organization,
• 8:23
  Speaker 3: it's a conversation with other parts of the.
• 8:25
  Speaker 2: Organization speaking of those organizations. How has the idea landed
• 8:30
  Speaker 2: out very in the real world? Do we see much
• 8:32
  Speaker 2: traction around it as much successive?
• 8:35
  Speaker 3: For Yeah, from an XOC perspective, we've seen a lot
• 8:38
  Speaker 3: of a lot of traction. We launched it in November
• 8:40
  Speaker 3: at Experience Everywhere, and since then we've got a bunch
• 8:44
  Speaker 3: of clients that were onboarding. As we speak to the XOC,
• 8:47
  Speaker 3: hoping to have a whole whole cohort of new clients
• 8:52
  Speaker 3: in Q three and Q four that are actually live
• 8:54
  Speaker 3: on our solutions. So we're very excited about that. The
• 8:57
  Speaker 3: expectations and the excitement is very palatable, and we've already
• 9:02
  Speaker 3: started talking about how we can extend this even further.
• 9:04
  Speaker 3: So it's definitely resonated with the industry. When we explain
• 9:07
  Speaker 3: the concept of the workplace operation center as it relates
• 9:10
  Speaker 3: to network operate center, just clicks. Everybody gets it. They
• 9:13
  Speaker 3: understand the concept. And when you explain that, they're like,
• 9:15
  Speaker 3: why hasn't this existed prior? Right?
• 9:18
  Speaker 2: Yeah, And would you say were speeding towards the end
• 9:22
  Speaker 2: of the it incident per se? And in your view,
• 9:26
  Speaker 2: what does it look like in a post incident world?
• 9:30
  Speaker 3: It's a great question. I think the problem with incident
• 9:33
  Speaker 3: is that incident means something has happened. You are, It's
• 9:37
  Speaker 3: an incident you have to react to, you have to
• 9:39
  Speaker 3: respond to, and I think it's about arbitrage and trying
• 9:43
  Speaker 3: to eliminate the creation of things. So when we think
• 9:46
  Speaker 3: about the value proposition for the XOC, we're talking about
• 9:49
  Speaker 3: fleet management, right, So when we take in data and
• 9:52
  Speaker 3: we enrich it with beta information about where it's come from,
• 9:55
  Speaker 3: and we're trying to draw correlation and search for incidents,
• 9:57
  Speaker 3: both things we've seen before and things we haven't seen before.
• 10:00
  Speaker 3: We are trying to deliver fleet management, and at fleet management,
• 10:03
  Speaker 3: if there are a thousand devices that match the same
• 10:06
  Speaker 3: criteria that we've seen a couple of failures on, if
• 10:09
  Speaker 3: we can get in there early and either stop the
• 10:12
  Speaker 3: reason for the cause or prevent the cause of the
• 10:14
  Speaker 3: rest of the environment, we can actually truly become predictive
• 10:17
  Speaker 3: and that we can predict where it's going to happen
• 10:19
  Speaker 3: in the future. Now, if we think about that, I
• 10:21
  Speaker 3: can see a dramatic reduction or elimination of incidents. Right,
• 10:25
  Speaker 3: So what does post it what does a post incident
• 10:28
  Speaker 3: work look like? Well, I think the roles change pretty dramatically.
• 10:32
  Speaker 3: It can go away from you know, from serving and
• 10:37
  Speaker 3: moving too a care model where the lower number of
• 10:40
  Speaker 3: people are higher skill set, and when they do engage
• 10:43
  Speaker 3: in it, it's more akin to like a concierge type conversation.
• 10:47
  Speaker 3: They're asking how to do things, things that aren't can't
• 10:50
  Speaker 3: be automated away with AI, things like that. So dramatic
• 10:53
  Speaker 3: reduction in the volumes and a dramatic upskilling in kind
• 10:57
  Speaker 3: of the talent you need to service the whatsever remaining.
• 11:00
  Speaker 2: Were you seeing that in the place's exocs are kind
• 11:03
  Speaker 2: of currently being rolled out. Are you seeing a sort
• 11:05
  Speaker 2: of changing nature of the roles that constitute those departments?
• 11:08
  Speaker 3: You know, Yeah, we've been working towards sort of a
• 11:12
  Speaker 3: zero it concept, zero service desk concept for years, and
• 11:15
  Speaker 3: I think this helps accelerate towards that, and we kind
• 11:19
  Speaker 3: of want to have it. So the person who says
• 11:20
  Speaker 3: hello when you pick up the phone, when you do
• 11:22
  Speaker 3: phone you do actually call in is more of that
• 11:25
  Speaker 3: level two tech with high soft skills. We've been seeing
• 11:28
  Speaker 3: that from that traductionally for a very long time. So
• 11:31
  Speaker 3: we see the exoc is just accelerating on us there.
• 11:34
  Speaker 3: But by the way, so is general gener Ais is
• 11:37
  Speaker 3: a genic AI. So it's all of these things kind
• 11:40
  Speaker 3: of coalistening. It's a very exciting time in digital experience.
• 11:43
  Speaker 2: Management, same is, and you get a sense that there's
• 11:47
  Speaker 2: including all those other forces, something deeper, some deeper current
• 11:51
  Speaker 2: of change which is running through the workplace at the moment.
• 11:54
  Speaker 2: You know, you've got systems as you just describe building patterns,
• 11:57
  Speaker 2: solving issues before humans even notice. And you know, how
• 12:01
  Speaker 2: is this going to in time impact the way we
• 12:04
  Speaker 2: think as you know, broader sort of corporate entities about
• 12:09
  Speaker 2: things like productivity, experience, leadership. Where do you see this going?
• 12:13
  Speaker 3: I think it's going to start to get into how
• 12:16
  Speaker 3: do we how do we think about the purpose of
• 12:19
  Speaker 3: it right and so how can we enhance different things?
• 12:22
  Speaker 3: And one of the greatest examples I can think of is,
• 12:24
  Speaker 3: you know, one of the biggest problems we have a
• 12:26
  Speaker 3: lot of organizations is they buy all of these expensive
• 12:29
  Speaker 3: products and the end users are never really able to
• 12:33
  Speaker 3: use them. We have a digital dexterity gap. And so
• 12:35
  Speaker 3: we think about let's say Microsoft is being one of
• 12:38
  Speaker 3: the biggest investments fast joy that people are still using
• 12:41
  Speaker 3: Outlook and Excel we're the most basic ways. But how
• 12:44
  Speaker 3: can we identify that? How can we use the data
• 12:46
  Speaker 3: to identify digital dexterity gaps and then take this new
• 12:50
  Speaker 3: IT organization and focus on improving those digital dexterity and
• 12:54
  Speaker 3: beking that's the next level of an XLA conversation about
• 12:57
  Speaker 3: improving digital dexterity as just one example in at an
• 13:00
  Speaker 3: IT organization. So looking at different ways you can enhancewer that,
• 13:03
  Speaker 3: whether it's through organizational change management, whether it's through other
• 13:06
  Speaker 3: forms of training. But to identify this need, come with
• 13:10
  Speaker 3: solutions to resolve it and then track the evolution of
• 13:13
  Speaker 3: it over time.
• 13:14
  Speaker 2: And do you feel like somebody who feels like this
• 13:16
  Speaker 2: term workplace observability is kind of a provides quite quite
• 13:23
  Speaker 2: a kind of comprehensive, definitional, kind of potential term for
• 13:27
  Speaker 2: this wider space. And maybe somebody even captures more what
• 13:31
  Speaker 2: is ongoing at the moment better than DECKX. Perhaps, I mean,
• 13:34
  Speaker 2: we are seeing a shift in how we talk and
• 13:36
  Speaker 2: even conceive about these capabilities.
• 13:39
  Speaker 3: I think so. I think workplace observability has some positive
• 13:44
  Speaker 3: connotations and some people have some negative connotations. A lot
• 13:47
  Speaker 3: of people see some people think of it as an
• 13:49
  Speaker 3: invasion in privacy, you don't. Other think of it as
• 13:51
  Speaker 3: an enhancement. So you got to walk that fine line.
• 13:53
  Speaker 3: But I do think that it is broadening the conversation.
• 13:56
  Speaker 3: Digital experience management has been around for a little while now,
• 13:59
  Speaker 3: and it has gone through a lot of evolution and
• 14:01
  Speaker 3: will continue to evolve on its core mission. But as
• 14:04
  Speaker 3: it starts to go into these ancillary conversations, these ancillary
• 14:07
  Speaker 3: topics I think in bronze and I think that the
• 14:10
  Speaker 3: impact that can be had by the organizations is going
• 14:13
  Speaker 3: to be five x ten X going down the road.
• 14:16
  Speaker 3: Right when you get around, you get away from just
• 14:18
  Speaker 3: the core technical reliability of the actual IT estate and
• 14:22
  Speaker 3: you start getting into human assets. Sky's limit.
• 14:26
  Speaker 2: And this is an area I know you've seen an
• 14:29
  Speaker 2: impact in right. Employee experience often gets boxed into either
• 14:32
  Speaker 2: HR or IT. And do you feel that this whole
• 14:36
  Speaker 2: area of work is starting to connect the dots between
• 14:39
  Speaker 2: those two traditional silos, sort of fold one into the
• 14:46
  Speaker 2: other or create a kind of shared area of collaboration.
• 14:49
  Speaker 2: What are your thoughts and observations.
• 14:52
  Speaker 3: I think it comes with maturity. I think that it's
• 14:54
  Speaker 3: true that as clients have matured their thinking, it is
• 14:57
  Speaker 3: moving away from IT tas including HR, but for the
• 14:59
  Speaker 3: most mature clients it's even going beyond that. We've had
• 15:03
  Speaker 3: some conversations with business line oerners the production of whoever
• 15:07
  Speaker 3: makes the widget or the service, asking about how could
• 15:09
  Speaker 3: you help me do my core function? And that's going
• 15:12
  Speaker 3: back to the conversation about aligning xlas that we can
• 15:16
  Speaker 3: deliver towards business outcomes. So if you have a large
• 15:18
  Speaker 3: sales force and you're hiring a lot of salespeople. The
• 15:21
  Speaker 3: time to productivity for those people is critical. How can
• 15:25
  Speaker 3: we get them up and running, How can we get
• 15:26
  Speaker 3: them picking up the phones and the emails. Getting them
• 15:30
  Speaker 3: productive so you can grow is something that we can
• 15:32
  Speaker 3: help with. We can track the time, we can track
• 15:35
  Speaker 3: the friction, and we can deliver on those type of things.
• 15:37
  Speaker 3: And that's just one example. But suffice is to say
• 15:41
  Speaker 3: it has been the core stakeholder for a while, HR
• 15:44
  Speaker 3: has been the secondary stakeholder for a little bit. That's
• 15:47
  Speaker 3: starting to go into the business now and I think
• 15:49
  Speaker 3: that's where things are going to really get exciting.
• 15:52
  Speaker 2: MAI and roll everything up for us then Mike Immune.
• 15:55
  Speaker 2: We've spoken about so many things, but as this AI
• 15:58
  Speaker 2: power observability continues to grow beyond the next year or two, three, four,
• 16:04
  Speaker 2: five years, do we see it evolve into something closer
• 16:07
  Speaker 2: to what you might call behavioral science in the workplace
• 16:11
  Speaker 2: and understanding not just of systems, but of how people
• 16:14
  Speaker 2: are actually working on an individual level day to day,
• 16:17
  Speaker 2: being there on hand to assist them in whichever way
• 16:21
  Speaker 2: is required, often through technology.
• 16:23
  Speaker 3: Yeah. No, I definitely think that it's exciting that next
• 16:26
  Speaker 3: think we were we were we were a partner with
• 16:30
  Speaker 3: app Learned before the acquisition. We're just so very bigger
• 16:32
  Speaker 3: partner with next Think with adopt. So we're excited about
• 16:36
  Speaker 3: using some of the data that's been collected there in
• 16:38
  Speaker 3: a very anonymous way because we don't want to pad privacy.
• 16:41
  Speaker 3: Can we help Can we use that to help us
• 16:43
  Speaker 3: go into the behavioral analytics? So how are people actually
• 16:46
  Speaker 3: using the applications? Are they using it correctly? Can we
• 16:49
  Speaker 3: can we aid in either the UX design improvements or
• 16:51
  Speaker 3: can we aid into the digital dexterity gap that we
• 16:54
  Speaker 3: talked about before. So I think absolutely we are saying
• 16:57
  Speaker 3: the changing of what what it is in going in
• 17:01
  Speaker 3: the future.
• 17:03
  Speaker 2: So if somebody's interested in exploring the XOC, why should
• 17:08
  Speaker 2: they reach out and how should they reach out?
• 17:11
  Speaker 3: So very exciting time. I think that you know, we
• 17:14
  Speaker 3: were first to market with this and we are bringing
• 17:17
  Speaker 3: our first clients on now. It's it's the promise is clear, right,
• 17:21
  Speaker 3: How can we keep an eye on what's going on?
• 17:23
  Speaker 3: How can react? And it's it's the reaction that so
• 17:26
  Speaker 3: if you observe it in real time, but you have
• 17:28
  Speaker 3: new ability to take corrective action, it actually gets more
• 17:31
  Speaker 3: frustrating because you're seeing the problem you can't do it.
• 17:33
  Speaker 3: So it's it's a combination of the two things. We
• 17:35
  Speaker 3: have this new platform and we have the met the
• 17:37
  Speaker 3: service around it to actually react and address those issues.
• 17:41
  Speaker 3: I think it's a change in how workplace that does operates.
• 17:45
  Speaker 3: Everything we talked about today. I think the XOC enables
• 17:48
  Speaker 3: that sort of model and in the direction we want
• 17:50
  Speaker 3: to go. Please visit our website at and we have
• 17:55
  Speaker 3: an XOC page and there's a contact page there, so
• 17:57
  Speaker 3: please reach out to us that way. Happy to have
• 17:59
  Speaker 3: a comations see if it's good for fore for your company.
• 18:02
  Speaker 2: Fantastic And you know you mentioned Mike launching the XSC
• 18:07
  Speaker 2: Experience in Boston last year, was it or London?
• 18:10
  Speaker 3: Boston?
• 18:11
  Speaker 2: Yeah, awesome. Well, you know our tickets are available now
• 18:14
  Speaker 2: for both Boston and London, the Boston and London events
• 18:18
  Speaker 2: in twenty twenty five. So please check the show notes
• 18:20
  Speaker 2: not only to give out us a website a visit
• 18:23
  Speaker 2: and they'll find out more about the EXOC, but also
• 18:25
  Speaker 2: to make sure you reserve your your seats for the
• 18:28
  Speaker 2: you know, the Digital Employee Experience event not just a
• 18:32
  Speaker 2: this year, but of every year isn't that right.
• 18:34
  Speaker 3: Mac, exactly, and we'll be there as well.
• 18:36
  Speaker 2: That'll be of course, bet To, they'll be bet To. Mike,
• 18:39
  Speaker 2: thank you so much. Always a pleasure and taker excellent.
• 18:45
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• 19:01
  Speaker 1: help me improve your digital employee experience, head over to
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  Speaker 1: next think dot com. Thank you so much for listening.
• 19:07
  Speaker 1: Until next time,