Latest / The DEX Show: A Show for IT Change Makers / Bumper episode II: DEX Show LIVE IN LONDON'S OLD EAST END

Transcript

Bumper episode II: DEX Show LIVE IN LONDON'S OLD EAST END · 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 McGraw. Let's get into it.
• 0:08
  Speaker 2: And we're live.
• 0:08
  Speaker 3: Oh my goodness, listen to that. Hi everybody, welcome, Welcome
• 0:12
  Speaker 3: to Experience twenty twenty four. Welcome to Experience London twenty
• 0:15
  Speaker 3: four and welcome to the Deck Show Live. I'm Tom
• 0:19
  Speaker 3: mcgraham here with Tim Flower once again. Good to see you,
• 0:21
  Speaker 3: to be a person, Welcome to my town, Welcome to
• 0:25
  Speaker 3: love to.
• 0:25
  Speaker 2: Be across the other side. Yeah, yeah, very cool. How's
• 0:28
  Speaker 2: a vibe?
• 0:28
  Speaker 4: So vibe is amazing. We'll talk about it in a
• 0:31
  Speaker 4: little bit. But the event is actually turning into an
• 0:34
  Speaker 4: experience in and of itself.
• 0:36
  Speaker 3: Experience isn't experienced this year If you're listening to the
• 0:39
  Speaker 3: recording of his show and you can't see it, which
• 0:41
  Speaker 3: you could do if you went to YouTube.
• 0:44
  Speaker 2: We've got to tell you.
• 0:45
  Speaker 3: We're at a tobacco doc in historic East London, as they say,
• 0:50
  Speaker 3: got some facts about it. Built in eighteen twelve.
• 0:52
  Speaker 2: Is a secure warehouse for important goods.
• 0:54
  Speaker 3: Like tobacco, wine and ivory. It was a hub for piracy.
• 0:59
  Speaker 2: Once upon a time.
• 1:00
  Speaker 3: And you know a lot of American colleagues and friends,
• 1:03
  Speaker 3: I like to talk to me about Peaky Blinders, Tim
• 1:06
  Speaker 3: and I got very peaky blinders kind of.
• 1:09
  Speaker 2: That kind of vibe.
• 1:09
  Speaker 4: I was also told it was the local area for
• 1:12
  Speaker 4: Jack the Ripper, which is interest.
• 1:14
  Speaker 2: Oh that's nice. Yeah.
• 1:16
  Speaker 3: Jack also was a part of the history of I
• 1:19
  Speaker 3: don't know if it was involved in tobacco dogs, but
• 1:22
  Speaker 3: they have film stuff. They filmed shelock homes, which is
• 1:24
  Speaker 3: a subject for ripper vibe. They filmed the film The
• 1:28
  Speaker 3: World is Not Enough, I believe.
• 1:29
  Speaker 4: So.
• 1:31
  Speaker 3: The other the other detail, which you might miss if
• 1:33
  Speaker 3: you're if you're watching it or listening to it, is
• 1:35
  Speaker 3: this kind of like experience al fresco. We're kind of
• 1:39
  Speaker 3: we're experiencing half outdoors right like we're kind of indoor
• 1:42
  Speaker 3: outdoor space here. If it rains, were okay, but you know,
• 1:46
  Speaker 3: you do need your.
• 1:48
  Speaker 2: Dressed up for winter weather. Yeah, you're a little more durable.
• 1:51
  Speaker 3: I think it needs to be American weather.
• 1:53
  Speaker 2: I've never been called durable, but that's.
• 1:55
  Speaker 3: A temperamentally more adaptable or something. I don't know. But
• 2:02
  Speaker 3: it's a great pleasure to be here. And this is
• 2:04
  Speaker 3: the second experience of the year. It's the second ever
• 2:06
  Speaker 3: two day experience. This is the one experience happening in
• 2:10
  Speaker 3: Europe in twenty twenty four. And why don't you tell
• 2:12
  Speaker 3: the people tim what's going on across the next couple
• 2:15
  Speaker 3: of days.
• 2:16
  Speaker 4: Yeah, so outside of the event itself, like I said,
• 2:18
  Speaker 4: we're here for employee experience, but the event really is
• 2:21
  Speaker 4: an experience in and of itself. People are coming for certifications,
• 2:27
  Speaker 4: for training, Ask the experts, ask the pros, ask the
• 2:30
  Speaker 4: product team. So you've got incredible access to people as
• 2:33
  Speaker 4: well as a networking with other customers, and then great sessions,
• 2:37
  Speaker 4: great keynotes from not only US, but customers tell them
• 2:40
  Speaker 4: their journey, their story of how they're moving along, and
• 2:44
  Speaker 4: great evening events too.
• 2:45
  Speaker 3: So absolutely some of the world leading digital workplaces here
• 2:49
  Speaker 3: as they are every single year, and we can't wait
• 2:51
  Speaker 3: to see them. Open the show at four pm today,
• 2:53
  Speaker 3: and if you're listening, if you're watching and you missed experience,
• 2:56
  Speaker 3: by the time you hear it, you'll be able to
• 2:58
  Speaker 3: go to the Experience website links in the show notes
• 3:01
  Speaker 3: and you'll be able to watch all the presentations everything
• 3:03
  Speaker 3: you missed for free and enjoy all of that great content.
• 3:06
  Speaker 3: And we have some amazing guests, as we did in Boston.
• 3:09
  Speaker 3: If you heard that show. We have four fantastic guests.
• 3:12
  Speaker 3: Five actually this is two in one at one point,
• 3:14
  Speaker 3: and so let's welcome the first of them. It's Tim McCormack,
• 3:17
  Speaker 3: team leader Edward Jones. Come see us, Tim, Welcome.
• 3:21
  Speaker 2: Welcome Tim.
• 3:25
  Speaker 3: Hey, guys, doing great.
• 3:29
  Speaker 2: Good to be here in London with you. You were
• 3:31
  Speaker 2: just saying you got your own podcast.
• 3:33
  Speaker 5: I do.
• 3:34
  Speaker 6: Yeah, it's all about travel. It's all about travel.
• 3:37
  Speaker 3: This is going to be an episode I mean no, no,
• 3:39
  Speaker 3: this will happy an episode to London.
• 3:41
  Speaker 7: Unfortunately, are you going to London? Well, because it focuses
• 3:44
  Speaker 7: on Disney.
• 3:44
  Speaker 3: What's your problem with London?
• 3:46
  Speaker 6: I have no problem with London except the food.
• 3:49
  Speaker 3: People say it's quite good. People used to always this
• 3:54
  Speaker 3: London's food, and some people praise that.
• 3:56
  Speaker 7: It's actually not terrible, but it's rather bland for my taste.
• 4:00
  Speaker 2: Yeah.
• 4:01
  Speaker 6: Sure, and so that's that's my beef.
• 4:04
  Speaker 2: Thanks to him.
• 4:06
  Speaker 3: No, no, it's funny you mentioned travel actually because we've
• 4:10
  Speaker 3: had well, we've had Tom and Logan from Edward Jones
• 4:14
  Speaker 3: on the show before. We've had a good time with
• 4:17
  Speaker 3: them in Boston before. And first of all, before we
• 4:21
  Speaker 3: get to you coming to London to see us, here today.
• 4:23
  Speaker 3: Tell us a bit about your own role at Edward
• 4:25
  Speaker 3: Jones and you're part in the whole Deck's transformation. But
• 4:28
  Speaker 3: we know it's been happening there over the last few years.
• 4:30
  Speaker 7: Sure, So I actually was hired at Edward Jones to
• 4:35
  Speaker 7: do decks.
• 4:36
  Speaker 6: There were no deck.
• 4:36
  Speaker 7: Solutions, there was no endpoint monitoring solutions. And so I
• 4:41
  Speaker 7: previously was with another company that uses next Think and
• 4:44
  Speaker 7: helped bring in to that company. And so my journey
• 4:48
  Speaker 7: with Dex is about ten years and very much behind
• 4:53
  Speaker 7: the scenes. Previously, however, I was hired at Elward Jones
• 4:58
  Speaker 7: to bring in a deck solution, and so about four
• 5:00
  Speaker 7: years ago I started down that that journey with the
• 5:04
  Speaker 7: firm and uh then started building the team. So I
• 5:07
  Speaker 7: currently lead a team of twenty three DEX engineers who
• 5:11
  Speaker 7: have a rather large what we're hoping to become very
• 5:14
  Speaker 7: soon an XMO and UH so very exciting to have
• 5:19
  Speaker 7: the opportunity to lead the team. And Tom Imogan are
• 5:22
  Speaker 7: my two lead engineers over decks and UH, you know,
• 5:27
  Speaker 7: it's it's great, it's exciting, it's an exciting time with
• 5:30
  Speaker 7: the MQ that just recently came out right, as you
• 5:33
  Speaker 7: guys know, it's belonging, know, Yeah, so it's it's a
• 5:37
  Speaker 7: great time and and that's also why I'm here.
• 5:40
  Speaker 6: I wasn't in Boston.
• 5:42
  Speaker 7: And you guys do know Tom Imogen for pretty well,
• 5:45
  Speaker 7: you know, they're they're the technical guys. I'm the strategy guy,
• 5:48
  Speaker 7: so I'm very much on the back side of it
• 5:51
  Speaker 7: and they're on the front. And so giving them opportunities
• 5:54
  Speaker 7: which they really appreciate, to speak with you Andy and
• 5:57
  Speaker 7: spread the word is great. But I felt it was
• 6:00
  Speaker 7: important to come out to London to network and build
• 6:05
  Speaker 7: more on that strategy so that we can drive more innovation.
• 6:08
  Speaker 6: In the firm.
• 6:08
  Speaker 3: Yeah, Tom and Logan. The episode we did with him
• 6:11
  Speaker 3: was about going from what we called in the show
• 6:13
  Speaker 3: road Warriors, right, Yeah, it guys on the move from
• 6:18
  Speaker 3: from office to office like you used to have to do,
• 6:20
  Speaker 3: to becoming like a more like automated backroom thing. Do
• 6:24
  Speaker 3: you see Have you seen that evolution across a lot
• 6:26
  Speaker 3: of your team?
• 6:27
  Speaker 2: Yeah?
• 6:27
  Speaker 7: Absolutely. And funny story too. And Tom may smack me
• 6:31
  Speaker 7: when I get home, but Tom and I actually at
• 6:34
  Speaker 7: senteen worked on the road together. So those some of
• 6:38
  Speaker 7: those stories were stories that we experienced together, whether it
• 6:42
  Speaker 7: was up in Beaverton or down in Louisiana. But that
• 6:47
  Speaker 7: was my journey as well. We traveled the country and
• 6:49
  Speaker 7: we sat with people and built really.
• 6:53
  Speaker 6: The skill set that we have today to be successful
• 6:54
  Speaker 6: with decks.
• 6:55
  Speaker 7: It's without having that empathy that prevents or puts the
• 6:59
  Speaker 7: road blocks up to be successful. And so absolutely I
• 7:04
  Speaker 7: encourage my team to go out and.
• 7:06
  Speaker 6: Meet with those that we work with.
• 7:09
  Speaker 7: So go out to the branches, go out and meet
• 7:11
  Speaker 7: with folks that sit in HR marketing or wherever it
• 7:14
  Speaker 7: may be, and learn how they work. You can't create
• 7:18
  Speaker 7: a solution if you don't understand how they work.
• 7:21
  Speaker 3: I bet Tim mess that and to say about that
• 7:22
  Speaker 3: because you say it's interesting, right, Because the less necessary
• 7:27
  Speaker 3: it becomes to go places in person doesn't mean it
• 7:30
  Speaker 3: isn't something you should still do.
• 7:31
  Speaker 4: If you agree, guy, Yeah, we used to call it
• 7:33
  Speaker 4: smart hands. You need smart people with physical ability to
• 7:36
  Speaker 4: touch things at the remote location, and that's becoming less
• 7:39
  Speaker 4: and less. Wi Fi really took away the need to
• 7:42
  Speaker 4: go into the wiring cabinets and plug cables in, and
• 7:45
  Speaker 4: now automation AI is making those smart hands really needed
• 7:49
  Speaker 4: in the back room instead of the front room.
• 7:52
  Speaker 7: Yeah, yeah, I agree, and it's easy to forget that
• 7:57
  Speaker 7: that personal interaction is so important.
• 8:00
  Speaker 6: Yeah, you know, that personal.
• 8:01
  Speaker 7: Interaction is what gives you the ability to have the empathy.
• 8:05
  Speaker 7: You can gain empathy over a zoom meeting, but it's
• 8:09
  Speaker 7: not the same that human connection that I think because
• 8:11
  Speaker 7: of the pandemic and then because of the work from
• 8:14
  Speaker 7: home over the years, has widened that gap. And so
• 8:18
  Speaker 7: having those opportunities to meet in person is really, in
• 8:21
  Speaker 7: my opinion, key to success.
• 8:25
  Speaker 4: And many people have heard me talk about visiting forty
• 8:27
  Speaker 4: of our field offices at the Hartford and I came
• 8:29
  Speaker 4: back from those trips with a completely different view.
• 8:32
  Speaker 2: Of what employees were struggling with.
• 8:33
  Speaker 4: It's I had some just oh my god moments, you're
• 8:36
  Speaker 4: how can you possibly even get your job done with?
• 8:39
  Speaker 2: And you have you don't have that when you're when
• 8:41
  Speaker 2: you're remote.
• 8:42
  Speaker 6: Well, I don't know that.
• 8:42
  Speaker 7: You can't have those experiences, even if you go into
• 8:45
  Speaker 7: it not with that in mind. You can't have those
• 8:49
  Speaker 7: experiences and not come back feeling that way.
• 8:51
  Speaker 3: Yeah, yep, you didn't realize what a bad job you guys.
• 8:55
  Speaker 3: I've heard these stories about that. Don't quote me that
• 8:59
  Speaker 3: before the next thing. So there was a phrase on
• 9:03
  Speaker 3: your LinkedIn stood out to me before I let Tim
• 9:05
  Speaker 3: ask his questions. The phrase was artist's vision, and it's
• 9:09
  Speaker 3: something you know, kind of defined your philosophy and your
• 9:11
  Speaker 3: approach as a leader, Edward Jones and in your previous
• 9:14
  Speaker 3: roles implementing decks. Tell us why you chose those chose
• 9:18
  Speaker 3: those words and what they mean.
• 9:20
  Speaker 7: Sure, so, first and foremost, I am an artist at art.
• 9:24
  Speaker 7: I'm a pianist. I paint, and the power of decks
• 9:29
  Speaker 7: isn't in the x's and o's of process. It's in
• 9:34
  Speaker 7: the ability to think innovatively, to think big picture, to
• 9:37
  Speaker 7: be able to connect dots and truly be creative in
• 9:41
  Speaker 7: the solutions. So having that artistic mindset, that creative mindset,
• 9:46
  Speaker 7: opens up opportunities and doors that most engineers don't even
• 9:51
  Speaker 7: know exist. And that's why I think it's critical. You know,
• 9:54
  Speaker 7: I told my team when we get together and we
• 9:56
  Speaker 7: do this once a month, we go into a room,
• 9:58
  Speaker 7: we close the door, and we brainstorm. And I tell them,
• 10:02
  Speaker 7: don't bring an umbrella to the brainstorm. Right, Let's go
• 10:05
  Speaker 7: in there and let's throw ideas up on the board.
• 10:09
  Speaker 7: And a lot of times it's going to be some
• 10:11
  Speaker 7: silly stuff right and you go down paths that you
• 10:13
  Speaker 7: never thought you'd go down, but the creativity in that
• 10:17
  Speaker 7: leads to successes. So we did this two weeks ago
• 10:21
  Speaker 7: and on our board now are fifty one items fifty
• 10:25
  Speaker 7: one that are on our current backlog of things that
• 10:28
  Speaker 7: we're going to implement inside next thing, and not just
• 10:31
  Speaker 7: simple like ras, but we're talking very thorough and deep flows,
• 10:37
  Speaker 7: integrations into other systems and solutions that wouldn't happen if
• 10:42
  Speaker 7: you don't go in with that creative mindset and really
• 10:45
  Speaker 7: think about things from that different perspective.
• 10:48
  Speaker 2: So we're both realactive on LinkedIn.
• 10:50
  Speaker 4: I follow a lot of your posts, and what I
• 10:52
  Speaker 4: love about the material you put out there is it's
• 10:54
  Speaker 4: in the context of the problem that people are trying
• 10:57
  Speaker 4: to solve with technology and not about the solution. What
• 11:01
  Speaker 4: did your team your team was in Boston as well,
• 11:03
  Speaker 4: have you had a chance to debrief for them and
• 11:05
  Speaker 4: kind of what were the takeaways from Boston in terms
• 11:08
  Speaker 4: of solving problems and what was their opinion of the
• 11:11
  Speaker 4: Boston event.
• 11:12
  Speaker 7: So the team always looks forward to these events, and
• 11:16
  Speaker 7: we did get a chance to debrief and the thought
• 11:19
  Speaker 7: coming out of this year and we've been you know,
• 11:21
  Speaker 7: four years now. The thought really coming out of Boston's
• 11:25
  Speaker 7: event was just how great it is to see that
• 11:29
  Speaker 7: there are other customers using next Thing in different smart,
• 11:34
  Speaker 7: innovative ways. For a long time it was we buy it.
• 11:38
  Speaker 7: It's a solution that most people think. You can just
• 11:40
  Speaker 7: stand up, you install some library packs and you gather information.
• 11:46
  Speaker 7: But seeing that the way that the community has evolved
• 11:50
  Speaker 7: this year was the biggest thing. And so, as I mentioned,
• 11:53
  Speaker 7: we went into a boardroom after the event, we whiteboarded
• 11:57
  Speaker 7: and there were a lot of things for the first
• 11:59
  Speaker 7: time that we were able to say, so and so
• 12:02
  Speaker 7: over here is doing this, we should think about it,
• 12:05
  Speaker 7: or so and so over there. And so it is
• 12:08
  Speaker 7: great to see that the community is evolving and Next
• 12:11
  Speaker 7: Thing does a wonderful job. I mean, these events are amazing.
• 12:14
  Speaker 7: If you haven't been to one of these events.
• 12:16
  Speaker 6: I highly recommend it. You cannot miss out.
• 12:19
  Speaker 7: There are things that you will see that you can
• 12:21
  Speaker 7: get on a roadmap, discussion of meeting with your CSM
• 12:24
  Speaker 7: or just you know, your salesperson. But it's meeting, it's networking.
• 12:29
  Speaker 7: You already mentioned that, Tim, right, So you come, you network,
• 12:32
  Speaker 7: you talk to others, and John and Charlotte and Sarah,
• 12:36
  Speaker 7: you know, and others, right, and I work with them
• 12:38
  Speaker 7: in the States, So I apologize for not mentioning everybody here,
• 12:41
  Speaker 7: but they do an amazing job and bringing the ambassador
• 12:44
  Speaker 7: community together and setting up the user events in such
• 12:47
  Speaker 7: a way that it's the diversity of thought that is amazing.
• 12:51
  Speaker 7: And so if you haven't been come for that, talk
• 12:56
  Speaker 7: to people. And that was the biggest takeaway this time
• 12:58
  Speaker 7: was that there are ideas and things that people are
• 13:00
  Speaker 7: doing that we.
• 13:02
  Speaker 6: Hadn't thought about.
• 13:03
  Speaker 7: And we tend to think that we're incredibly mature in
• 13:06
  Speaker 7: the space, and I think we are. We have cost
• 13:09
  Speaker 7: one hundred and fifty applications and appex We've got dozens
• 13:13
  Speaker 7: of flows remote actions saving tens of thousands of dollars.
• 13:17
  Speaker 7: But the reality is the power in networking and meeting
• 13:20
  Speaker 7: with others is where the strength.
• 13:22
  Speaker 3: Is and creativity. Right, it brings it back to the
• 13:24
  Speaker 3: Axa's vision idea. You know, there is an intense creative
• 13:27
  Speaker 3: aspect to decks where it's open to what you can
• 13:30
  Speaker 3: think of and what you can do with it. And
• 13:31
  Speaker 3: you're not going to have every single idea yourself.
• 13:33
  Speaker 4: Right, And I can tell you about a visit to
• 13:35
  Speaker 4: Big Ben or my tour at the Tower of London.
• 13:38
  Speaker 4: I can show you pictures, but it's not like being there, right,
• 13:41
  Speaker 4: You really have to go and experience it for yourself.
• 13:43
  Speaker 4: So your team went to Boston, they got some takeaways
• 13:46
  Speaker 4: kind of I would view them as the front line,
• 13:48
  Speaker 4: the deck's frontline. You're here in London. What's your expectation
• 13:52
  Speaker 4: here in London That might be different from what your
• 13:54
  Speaker 4: team got in Boston.
• 13:55
  Speaker 7: So I'm very fortunate in that I've been able to
• 13:57
  Speaker 7: travel this last year around the States to user groups
• 14:01
  Speaker 7: and different Gardner events even and talk to others in
• 14:05
  Speaker 7: the States who are doing decks and full disclosure, I
• 14:10
  Speaker 7: own other deck solutions as well, so not just next Thing,
• 14:13
  Speaker 7: although it is our primary tool, and so the challenges
• 14:16
  Speaker 7: that everybody has within the deck space, regardless of the
• 14:19
  Speaker 7: tool are the same, and so it was important for
• 14:22
  Speaker 7: me to come over here, and I had a lot
• 14:24
  Speaker 7: of conversations with you John and Charlotte about, Okay, are
• 14:29
  Speaker 7: there differences between what the customers are doing over theseas
• 14:35
  Speaker 7: versus what they're doing in the States. Because a lot
• 14:38
  Speaker 7: of those conversations tended over the course of the year
• 14:40
  Speaker 7: to be the same, and so the answer was, yes,
• 14:43
  Speaker 7: there are some things that are being done over here differently.
• 14:46
  Speaker 7: So again my mind is more strategic around deck solutions
• 14:50
  Speaker 7: than being in the weeds hands on keyboard. I wanted
• 14:54
  Speaker 7: to come over and talk to other customers and see
• 14:56
  Speaker 7: what they were doing. It leads back again to the
• 14:59
  Speaker 7: diversity of thought, the divisuality and solutions, and so that's
• 15:02
  Speaker 7: why I'm here, thankful.
• 15:04
  Speaker 4: So you outlined it a little bit, but if you
• 15:06
  Speaker 4: were talking to another organization or a peer, what would
• 15:10
  Speaker 4: be the one or two things that you would use
• 15:12
  Speaker 4: to convince them to come.
• 15:15
  Speaker 7: Really, the one or two things is that networking diversity piece.
• 15:19
  Speaker 7: You know, a lot of times we tend to think,
• 15:21
  Speaker 7: not just decks, but just in life in general, that
• 15:24
  Speaker 7: we have all the answers, we know everything, and we don't.
• 15:27
  Speaker 7: There are other perspectives, there's other ways of doing things,
• 15:31
  Speaker 7: and exploring those other ways are critical. The second piece
• 15:35
  Speaker 7: to that really is along the same lines of the networking,
• 15:39
  Speaker 7: the fact that you build relationships and you may not
• 15:43
  Speaker 7: know why you built that relationship today, but that relationship
• 15:47
  Speaker 7: may be important in three months from now or six
• 15:49
  Speaker 7: months from now, and especially when those some people run
• 15:53
  Speaker 7: into issues or have challenges. They can reach out and
• 15:57
  Speaker 7: get help and you can help them out or they
• 16:00
  Speaker 7: can help you.
• 16:02
  Speaker 2: And then you can go back and position it as hey,
• 16:03
  Speaker 2: I had a great idea.
• 16:04
  Speaker 3: Absolutely well, Tim, thanks for joining us. And I don't
• 16:09
  Speaker 3: know how I felt about being Tim over Tim here,
• 16:12
  Speaker 3: Tim Square, Tim, Tim and Tom.
• 16:13
  Speaker 6: It's a great name.
• 16:14
  Speaker 3: Tim Squared is a good is a good podcast, and
• 16:16
  Speaker 3: maybe a podcast about being Tim.
• 16:18
  Speaker 7: I got a little traveling.
• 16:21
  Speaker 3: Traveling as a Tim travel listen discussion for another time, guys,
• 16:26
  Speaker 3: But great Pleasure's lovely to be an another person. Edward joins,
• 16:29
  Speaker 3: always a pleasure to work for you, guys. And thanks
• 16:31
  Speaker 3: for coming over the way to London absolutely and coming
• 16:34
  Speaker 3: on the Deck show. We really appreciate him.
• 16:35
  Speaker 2: Thank you so much.
• 16:36
  Speaker 3: Thanks guys, and we're we're a smoothly running machine here,
• 16:42
  Speaker 3: which means unlike Boston. At every point, we have our
• 16:44
  Speaker 3: second guest already lined up ready to join us, Casper
• 16:49
  Speaker 3: van Amas. He's here from from Rabbit Bank. Casper, welcome,
• 16:53
  Speaker 3: great to see you man.
• 16:56
  Speaker 2: Welcome.
• 16:58
  Speaker 3: I just assume, like being Rabbit Bank, this isn't your
• 17:01
  Speaker 3: first experience, am I assuming wrong?
• 17:03
  Speaker 8: No, you're right, right, Okay, first was in twenty nineteen.
• 17:07
  Speaker 3: Okay, that's pretty good linear five years? Yeah, yeah, what
• 17:11
  Speaker 3: keeps you coming back? We just heard from Tims and
• 17:14
  Speaker 3: thoughts on that. Yeah.
• 17:15
  Speaker 8: Actually I noticed that you didn't mention Tim Tams because
• 17:20
  Speaker 8: you've never been to Australia, because that's the national truck
• 17:22
  Speaker 8: with cookie there.
• 17:23
  Speaker 4: So if you're talking about he was just in are
• 17:28
  Speaker 4: very good?
• 17:28
  Speaker 3: Oh my god, they named the cookie.
• 17:30
  Speaker 9: This is huge, So that's a bit of cultural.
• 17:35
  Speaker 2: They're going to be Tim Toms instead of Yeah, that's well.
• 17:40
  Speaker 3: He always gets So why why keep coming back?
• 17:45
  Speaker 9: I think it's the people mainly. I mean you can
• 17:49
  Speaker 9: view the.
• 17:50
  Speaker 8: Recordings of all the presentations afterwards, but it's talking to
• 17:55
  Speaker 8: people like yourselves in the holes and and just catching
• 17:59
  Speaker 8: up with old friends and all.
• 18:01
  Speaker 9: Well business partners as well.
• 18:03
  Speaker 8: Also hearing from other companies how they're using next ink
• 18:06
  Speaker 8: and what their challenges are and.
• 18:07
  Speaker 2: Their solutions are.
• 18:08
  Speaker 3: And I got to ask, what do you think of
• 18:10
  Speaker 3: the tobacco Doug.
• 18:12
  Speaker 9: Well, it's a cool location. It's frigidly.
• 18:24
  Speaker 3: Cool, but cool is okay? In the rooms? In the
• 18:29
  Speaker 3: rooms is.
• 18:30
  Speaker 8: Good, but yeah, yeah, I mean I'm wearing my inmbassador
• 18:33
  Speaker 8: jackets also for warm sure sure, yeah, so no, the
• 18:37
  Speaker 8: location is great and it's great that you're always looking
• 18:41
  Speaker 8: for these well, I would say inspiring locations.
• 18:45
  Speaker 3: Exactly, so exactly what I know they're going for, and
• 18:47
  Speaker 3: I think they found it here. And speaking of inspiring
• 18:50
  Speaker 3: Rabbit Bank, you know, real trailblazer in Dex have been
• 18:53
  Speaker 3: hearing about the account for as long as I've been
• 18:55
  Speaker 3: the Next thinger. Maybe for people who don't know, you
• 18:57
  Speaker 3: don't know Rabbit Bank, a potted history of that, of
• 18:59
  Speaker 3: that dynamic and of your own role inside.
• 19:02
  Speaker 8: Okay, Yeah, so Rauma Bank is a global agricultural and
• 19:07
  Speaker 8: farming bank, but we're in thirty six countries globally, almost
• 19:13
  Speaker 8: forty five thousand employees more than fifty five thousand endpoints.
• 19:20
  Speaker 8: We trialed Next Thing, yeah, like five years ago to
• 19:26
  Speaker 8: see if it could help us improve user experience, and
• 19:29
  Speaker 8: by now it's fully ingrained in a lot of processes
• 19:35
  Speaker 8: and we're part my department. I'm the product owner responsible
• 19:38
  Speaker 8: for Next Thing, but also for a lot of data,
• 19:40
  Speaker 8: so I've got multiple squads that I manage. We're integrating
• 19:45
  Speaker 8: it now also with HR and facilities processes, so we're
• 19:49
  Speaker 8: looking at what we call internal user journeys and talking
• 19:54
  Speaker 8: about decks. Yeah, we're trying to measure cave it's key
• 19:58
  Speaker 8: value indicators of those U journeys, but across it HR
• 20:02
  Speaker 8: and facilities, and we have that feedback loop and using
• 20:05
  Speaker 8: next Thing as a tool not only to prevent issues,
• 20:09
  Speaker 8: but also yeah, get the feedback from the users on
• 20:14
  Speaker 8: what they think of the improvements and if they're working
• 20:17
  Speaker 8: or not.
• 20:18
  Speaker 2: How far is that implementation along at the moment.
• 20:21
  Speaker 8: Oh yeah, so we're we've identified something like in the
• 20:26
  Speaker 8: range of forty to fifty user journeys, and that's a
• 20:31
  Speaker 8: user onboarding, head joining the company. That's the user journey,
• 20:35
  Speaker 8: but also for instance booking a trip, a business trip,
• 20:38
  Speaker 8: that's a user journey. So we've got these micro user
• 20:41
  Speaker 8: journeys and some of them are just it replacing your
• 20:44
  Speaker 8: laptop or requesting access, those are also user journey, so
• 20:48
  Speaker 8: micro micro journeys, and we're expanding the use of next
• 20:52
  Speaker 8: Thing to collect those user feedback through surveys. I hope
• 20:59
  Speaker 8: actually to expect and that into looking at user behavior
• 21:02
  Speaker 8: to see how they're actually acting in those journeys.
• 21:07
  Speaker 9: But the first step is just asking them.
• 21:10
  Speaker 8: But I think the quality of the data actually will
• 21:12
  Speaker 8: become better if we're looking at what they're doing exactly
• 21:15
  Speaker 8: and not just asking them.
• 21:16
  Speaker 4: It's interesting that I think the feedback is so important.
• 21:18
  Speaker 4: A lot of people are afraid to get feedback as well.
• 21:21
  Speaker 4: Expose them to some feedback they might not want to hear,
• 21:23
  Speaker 4: but you have to know how they're feeling so you
• 21:25
  Speaker 4: can take the right actions. Tim talked a little bit
• 21:28
  Speaker 4: about the creativity aspect of solution problem solutioning. Yeah, what
• 21:33
  Speaker 4: are some of the things that you've done at rabobank
• 21:35
  Speaker 4: that you're kind of over the last year or two
• 21:37
  Speaker 4: that have brought out some of that creativity. What are
• 21:40
  Speaker 4: you most proud of that you've been able to conquer.
• 21:42
  Speaker 8: Yeah, so Next Thing is a big twol box and
• 21:46
  Speaker 8: we've really tried to push the limits of what we
• 21:49
  Speaker 8: can do with next Thing.
• 21:51
  Speaker 9: So we were doing flow before flow existed.
• 21:54
  Speaker 2: Actually.
• 21:55
  Speaker 9: So one of the well very large.
• 21:59
  Speaker 8: Use case is large in the sense of valuable use
• 22:02
  Speaker 8: cases we've had is updating a piece of software called Templify,
• 22:07
  Speaker 8: which maybe not a lot of people have heard of,
• 22:09
  Speaker 8: but it's a plugin for office and that has templates.
• 22:14
  Speaker 8: It also is a software provider who thinks we'll just
• 22:19
  Speaker 8: update software by providing a link to their update page.
• 22:23
  Speaker 6: That doesn't work for us.
• 22:24
  Speaker 8: Yeah, so we've constructed a whole range of remote actions
• 22:28
  Speaker 8: to trigger off of each other to update this software
• 22:31
  Speaker 8: in the background it doesn't work through SECM.
• 22:35
  Speaker 9: This saves around forty five minutes per machine per user.
• 22:39
  Speaker 8: So in our case that will be a total value
• 22:41
  Speaker 8: of three million euros without any user impact and user
• 22:45
  Speaker 8: actually is notified, Oh we've upgraded, you're templified.
• 22:48
  Speaker 2: Just that one use case.
• 22:49
  Speaker 9: That one use case. That's one example.
• 22:51
  Speaker 8: Yeah, but what I see us doing more and more
• 22:54
  Speaker 8: is becoming more proactive, especially with large IT changes. So
• 22:58
  Speaker 8: migrating to Windows eleven, we've migrated our authentication method, we
• 23:02
  Speaker 8: were migrating our VPN clients, and all these have big
• 23:07
  Speaker 8: user impact and we're trying to reduce that impact as
• 23:10
  Speaker 8: much as possible. So we're really more towards improving those
• 23:15
  Speaker 8: user journeys, improving being proactive, preventative in shaping their experience
• 23:22
  Speaker 8: with the digital workplace.
• 23:24
  Speaker 4: So we talk with a lot of IT people about
• 23:26
  Speaker 4: IT benefit in those employee journeys and in your feedback loop,
• 23:31
  Speaker 4: if you get feedback from the business about the value
• 23:34
  Speaker 4: that IT is bringing on the business side versus the
• 23:37
  Speaker 4: value to your IT folks.
• 23:39
  Speaker 8: Well, as I work for a bank, a lot of
• 23:42
  Speaker 8: people understand that the bank is basically.
• 23:44
  Speaker 3: A big IT company.
• 23:45
  Speaker 8: Yeah, we're the biggest I T company in An Netherlands,
• 23:48
  Speaker 8: which not a lot of people know. So the business
• 23:51
  Speaker 8: side and our case is a thin layer across a
• 23:55
  Speaker 8: lot of IT afflications. So sometimes it's very hard to
• 24:00
  Speaker 8: draw the line between business and our TV. It's almost
• 24:03
  Speaker 8: the same thing in my case. But we see, for instance,
• 24:07
  Speaker 8: our largest CRM application also in our top ten of
• 24:11
  Speaker 8: most reported incidents. At the SERF desk, they're very happy
• 24:15
  Speaker 8: with the insights we give them through application experience. Also,
• 24:19
  Speaker 8: our IT health desk is very happy with Amplify in
• 24:23
  Speaker 8: improving their well way of working, the way they can
• 24:26
  Speaker 8: handle level one tickets which don't have to become Level
• 24:29
  Speaker 8: two or level three tickets through Amplify. So yeah, we
• 24:34
  Speaker 8: get a lot of It has been a slow build,
• 24:37
  Speaker 8: I have to say, but now we're getting a lot
• 24:39
  Speaker 8: of credits. Actually, people are referring other reports responsible teams
• 24:44
  Speaker 8: to my team saying maybe.
• 24:46
  Speaker 9: These guys can help because we're getting the difficult problems.
• 24:49
  Speaker 8: Anything that can be solved within those teams they solve themselves.
• 24:54
  Speaker 8: They come to us when they're like, we're really stuck,
• 24:56
  Speaker 8: we don't have visibility, we don't know how to do
• 24:59
  Speaker 8: the IS help us please, You're well, we're the almost
• 25:03
  Speaker 8: a lender of last resort, as you could say.
• 25:05
  Speaker 4: But then with index, so you touched on a team that.
• 25:10
  Speaker 4: As I've traveled the world, I've been in a few
• 25:12
  Speaker 4: cities this year, one of the overwhelming topics other than
• 25:16
  Speaker 4: AI has been.
• 25:17
  Speaker 2: The future of the service desk.
• 25:19
  Speaker 4: How does it continue to evolve, even to the point
• 25:21
  Speaker 4: of positioning it as the death of the service desk?
• 25:24
  Speaker 2: We need to kill it and allow it to be reborn.
• 25:27
  Speaker 4: How does the service desk play into your vision your
• 25:29
  Speaker 4: future strategy at the bank?
• 25:32
  Speaker 9: So we have a one entry strategy.
• 25:35
  Speaker 8: So currently you have a separate tea service desk who's well,
• 25:38
  Speaker 8: over the past five to seven years already been reduced
• 25:41
  Speaker 8: quite considerably.
• 25:42
  Speaker 9: One step left right.
• 25:43
  Speaker 8: So if we've thought our users to help themselves through
• 25:47
  Speaker 8: our IT portal through CHET bolts to but now we're
• 25:51
  Speaker 8: doing the same thing with the HR servis desk and
• 25:53
  Speaker 8: a facility service desk. So in the end you will
• 25:55
  Speaker 8: have one entry, So one CHET bolt one phone number
• 25:58
  Speaker 8: to call and and so one address to go through,
• 26:05
  Speaker 8: and we're well us the next thing for all those processes.
• 26:08
  Speaker 9: Obviously next thing is much more suited to it problems.
• 26:12
  Speaker 8: I mean we can't solve pregnancy leave with with next
• 26:17
  Speaker 8: thing yet or fix a broken toilet with next thing yet.
• 26:21
  Speaker 8: So there are HRM for seven talking the product team.
• 26:25
  Speaker 2: We'll get it on the roadmap.
• 26:26
  Speaker 3: Yeah.
• 26:27
  Speaker 8: Yeah, so yeah, so that I had to answer a
• 26:30
  Speaker 8: question about the future of the service desk. I think
• 26:32
  Speaker 8: it will still be here, but in a much more
• 26:35
  Speaker 8: focused and efficient way of working because there's always stuff,
• 26:41
  Speaker 8: I mean, password resets, there's a lot of security issues there.
• 26:45
  Speaker 8: So you always will have a kind of services to
• 26:47
  Speaker 8: assist users if they can't log in, can't access any
• 26:50
  Speaker 8: of the devices they need to be able to reach through.
• 26:55
  Speaker 3: We had a great chat with Tim before you about
• 26:57
  Speaker 3: like inspiration, about collaboration, about talking to your peers and
• 27:01
  Speaker 3: getting ideas when you when you when you look across
• 27:03
  Speaker 3: the next year of a bank. Yeah, and you know
• 27:06
  Speaker 3: there are areas you want some inspiration on. Yeah, have
• 27:10
  Speaker 3: any in particular that have brought you to experience video
• 27:12
  Speaker 3: of it? You have your your radar out for at
• 27:14
  Speaker 3: Experience twenty four.
• 27:17
  Speaker 8: Well, it's always great to see my compatriots from the Netherlands.
• 27:21
  Speaker 9: We have a user group into.
• 27:24
  Speaker 2: Each other quite a lot.
• 27:25
  Speaker 9: Well, we have to plan that, I mean, everybody's very busy.
• 27:29
  Speaker 9: But I always love to hear examples from other big companies.
• 27:33
  Speaker 8: I've I've had a lot of inspiration in the past
• 27:35
  Speaker 8: from Roche about their their value model.
• 27:38
  Speaker 9: How how do you stick value on? What do you
• 27:40
  Speaker 9: do with next thing?
• 27:42
  Speaker 8: I've seen others examples about self service intranet sites where
• 27:49
  Speaker 8: I'm taking inspiration from. So yeah, I think that's the
• 27:51
  Speaker 8: value of actually coming together in person, is having those
• 27:56
  Speaker 8: conversations and talk to each other.
• 27:58
  Speaker 4: And you're it's interesting, you're very kind of ego friendly,
• 28:01
  Speaker 4: ego aware bank you actually, did I hear you chose
• 28:04
  Speaker 4: not to fly, Yeah, to be kind of more conscious
• 28:08
  Speaker 4: of carbon footprint.
• 28:10
  Speaker 8: Yeah, yeah, no, so within Europe we're not to fly.
• 28:13
  Speaker 8: So I came by train, which is perfectly fine, actually
• 28:16
  Speaker 8: much more luxurious experience than then being stuck and squeed
• 28:20
  Speaker 8: into a seat in an airplane.
• 28:23
  Speaker 6: And it doesn't even.
• 28:24
  Speaker 9: At least from that and so it doesn't even take
• 28:27
  Speaker 9: that much more time. Sure, it is more expensive, but
• 28:29
  Speaker 9: that's subsidies.
• 28:30
  Speaker 3: For the airlines for you.
• 28:31
  Speaker 2: Yep.
• 28:32
  Speaker 3: Yeah, great, Well, A great pleasure to talk to you, Casper,
• 28:35
  Speaker 3: and I hope you have you know, we see this
• 28:38
  Speaker 3: as an opportunity to meet new potential future gets through
• 28:40
  Speaker 3: the show. Show yeah in twenty twenty five, so we'd
• 28:43
  Speaker 3: love it if you came on. Oh, no problem, And
• 28:45
  Speaker 3: I hope you enjoyed the rest of experience. Thanks so
• 28:47
  Speaker 3: much for doing this man, Thanks, thank you, good luck,
• 28:50
  Speaker 3: see you later. Thanks Casper. And one of the really
• 28:54
  Speaker 3: nice things about experiences, tim is you get to see
• 28:57
  Speaker 3: people you only see it these events before.
• 29:00
  Speaker 2: You get along with people you enjoy working with.
• 29:02
  Speaker 3: And I can absolutely say that our next guest, Dan
• 29:04
  Speaker 3: Panja from Tokyo Marine, somebody I met ed experienced last year.
• 29:08
  Speaker 3: I worked with him on the build up to his
• 29:10
  Speaker 3: keynote a little bit and it's a pleasure to welcome
• 29:13
  Speaker 3: him to the deck show. Dan, Great to see you again.
• 29:19
  Speaker 3: So it's been you have you been?
• 29:21
  Speaker 7: Yeah?
• 29:21
  Speaker 10: Been really well.
• 29:22
  Speaker 3: Lovely venue, it's nice in it, yes, with short sleeves
• 29:27
  Speaker 3: as well, so you know, yeah, but I did.
• 29:31
  Speaker 11: That's why I've got the representing the company. When you
• 29:34
  Speaker 11: heard there are long sleeved shirts and things I haven't.
• 29:38
  Speaker 3: I'll hook you up.
• 29:38
  Speaker 2: Thank you.
• 29:39
  Speaker 10: Where would I be with you without your artorial elegance.
• 29:44
  Speaker 3: Other than the venue and the event all Well has
• 29:46
  Speaker 3: has Tokyo.
• 29:47
  Speaker 11: Mari Tokyo Ring is really good, moving onwards and upwards,
• 29:51
  Speaker 11: taking on the insurance.
• 29:52
  Speaker 3: World nice little by little, So it's really it's really
• 29:55
  Speaker 3: good good stuff. And you were You were genuinely one
• 29:58
  Speaker 3: of my main stage highlights in London than last year.
• 30:00
  Speaker 3: Thank you.
• 30:01
  Speaker 2: Yah.
• 30:01
  Speaker 3: Tell us what twenty twenty four has been like in
• 30:03
  Speaker 3: terms of digital experience at Tokyo Marine. Any key milestones
• 30:07
  Speaker 3: or achievements that you'd really single out from that period, Well.
• 30:09
  Speaker 11: Yeah, I think we built a lot on the success
• 30:12
  Speaker 11: from twenty twenty three, which is when we really kind
• 30:15
  Speaker 11: of introduced decks to Tokyo Marine International. So there's a
• 30:20
  Speaker 11: lot more management buying, there's a lot more support for
• 30:23
  Speaker 11: what we're doing, is a lot more understanding, and I
• 30:24
  Speaker 11: think what we've done this year is really focused on
• 30:28
  Speaker 11: getting continual feedback from our employees. Last year we were
• 30:32
  Speaker 11: very much big bang kind of like staff surveys and
• 30:35
  Speaker 11: things like that. This year we've moved to much better
• 30:38
  Speaker 11: methodology of gathering that, which is by pulsing.
• 30:42
  Speaker 10: So there's been a lot more support for that, a
• 30:44
  Speaker 10: lot more understanding.
• 30:45
  Speaker 11: We've also had, you know, outside of technology, we've had
• 30:48
  Speaker 11: a lot more user interactions. Employees are finding that, you know,
• 30:52
  Speaker 11: when they're feeding back in the forums, we are taking action,
• 30:56
  Speaker 11: building up on that trust that I talked about the
• 30:58
  Speaker 11: keynote last year and talking to us more, which is
• 31:01
  Speaker 11: which is a really really good thing.
• 31:04
  Speaker 4: So there's a lot of talk not just about the
• 31:06
  Speaker 4: service desk, but that this is kind of the point
• 31:08
  Speaker 4: in the deck's journey of the tipping point, right, people are.
• 31:12
  Speaker 2: Starting to become more aware of it.
• 31:14
  Speaker 4: Magic quadrants out, the forester wave, new technologies AI being
• 31:18
  Speaker 4: inserted into just about everything. Are you seeing kind of
• 31:22
  Speaker 4: more attention, more awareness paid to decks as a as
• 31:25
  Speaker 4: a technology discipline or the front line people really catching on?
• 31:30
  Speaker 2: Well?
• 31:30
  Speaker 11: I think, look, Tim, I think DEX has been around
• 31:33
  Speaker 11: for a long time, but it's been it's been known
• 31:35
  Speaker 11: on the other labels and in different guises. I think
• 31:38
  Speaker 11: with the structure and framework that you have with DEX,
• 31:42
  Speaker 11: it gives an opportunity for people to.
• 31:43
  Speaker 3: Understand it more So.
• 31:45
  Speaker 11: Technologists are definitely committed to it because they're seeing non
• 31:47
  Speaker 11: technologists are committed to it and buying in again, non technologists,
• 31:53
  Speaker 11: senior management they understanding now that dex is a differentiator.
• 31:58
  Speaker 11: Successful companies do Decks, you know, and Decks does successful companies.
• 32:02
  Speaker 10: That's the way we're seeing it. That's the way I.
• 32:04
  Speaker 11: Think of it in terms of you know, front line
• 32:07
  Speaker 11: and technology staff. If you just look at LinkedIn and
• 32:11
  Speaker 11: search for roles, dex is there in abundance, which you know,
• 32:14
  Speaker 11: perhaps you know eighteen months ago it wasn't so much,
• 32:18
  Speaker 11: and then you know, I think it's a great opportunity
• 32:21
  Speaker 11: because people can really build and develop careers around DEX.
• 32:25
  Speaker 11: And yeah, we might be at the dipping point now,
• 32:27
  Speaker 11: but I think it's only going to get stronger and
• 32:29
  Speaker 11: more embedded and expand you know, on its remit to improve.
• 32:33
  Speaker 11: And like I said, I think it really is a
• 32:36
  Speaker 11: key differentiating between successful companies and those that aren't.
• 32:39
  Speaker 3: What's the secret down to capitalizing on that momentum it's
• 32:42
  Speaker 3: been building up this Yeah, either as a company or
• 32:45
  Speaker 3: as an industry.
• 32:46
  Speaker 10: I think I think you've got to keep going.
• 32:48
  Speaker 11: And you know, I think one of the kind of
• 32:51
  Speaker 11: challenges that I've always had is we've got so many
• 32:54
  Speaker 11: inputs we always have had. It's a lot it's a
• 32:56
  Speaker 11: lot easier to digest now with user sentiment understanding, you
• 33:00
  Speaker 11: know how we can measure and calculate and improve decks.
• 33:03
  Speaker 11: But you've got to do something with all of that information.
• 33:06
  Speaker 11: And that's not to do with technology. That's to do
• 33:08
  Speaker 11: with people and organization. And you've got to invest in it.
• 33:12
  Speaker 11: So if you want it to make a difference, and
• 33:13
  Speaker 11: we want decks to kind of continue to grow.
• 33:16
  Speaker 10: You've got to put investment in it.
• 33:17
  Speaker 11: And you've got you've got to do what you say
• 33:20
  Speaker 11: I think. You know, you've got to continue engendering that
• 33:23
  Speaker 11: trust and then people will buy into it more and more.
• 33:27
  Speaker 4: So it wouldn't be an episode without talking about AI. Yes,
• 33:30
  Speaker 4: AI is still everywhere. Gardner does a really good job
• 33:33
  Speaker 4: at simplifying complicated things. Been to a number of Gartner
• 33:37
  Speaker 4: conferences and they're real. The real push this year was
• 33:41
  Speaker 4: to talk about AI in two different buckets. One is
• 33:44
  Speaker 4: and it's all a race. We're all feeling like we're
• 33:45
  Speaker 4: going to catch up to AI or implement this thing quickly.
• 33:48
  Speaker 4: But they separated it into two categories. One is the
• 33:51
  Speaker 4: vendor race, the vendor needing to put AI into their product,
• 33:54
  Speaker 4: and the other race was as an enterprise IT organization.
• 33:57
  Speaker 4: How do I leverage AI internally for the benefit of
• 34:01
  Speaker 4: my company and my teams? Where do you see AI
• 34:04
  Speaker 4: fitting in terms of the team journey, the individual journey,
• 34:08
  Speaker 4: yours individual career. Do you see it as a risk
• 34:12
  Speaker 4: or a partner and a benefit to your career?
• 34:15
  Speaker 3: Oh?
• 34:15
  Speaker 11: No, I'd definitely say AI as a partner and a benefit.
• 34:19
  Speaker 11: It's really exciting. The things that we could potentially achieve
• 34:23
  Speaker 11: are phenomenal. But I also would temper that and say
• 34:28
  Speaker 11: as great and as exciting as AI is, especially for
• 34:31
  Speaker 11: technologists and geeks, if you like, it's another tool in
• 34:34
  Speaker 11: the armory.
• 34:35
  Speaker 2: Yeah, and that's a.
• 34:36
  Speaker 11: Very good way of putting it. That, you know, the
• 34:38
  Speaker 11: vendors or everyone and the dog is putting gen AI
• 34:40
  Speaker 11: modules in. But really, how much value is it giving you?
• 34:44
  Speaker 11: You know, there's a lot of scare mongering around people
• 34:45
  Speaker 11: losing their jobs. But the way I see it is
• 34:47
  Speaker 11: that AI can bring you benefits and efficiencies, and it
• 34:50
  Speaker 11: can actually release your technologists to work on hire.
• 34:54
  Speaker 2: All the things exactly.
• 34:55
  Speaker 11: So I definitely see it as something exciting, something that
• 34:57
  Speaker 11: we can build on and I'm really excited to see
• 35:00
  Speaker 11: where we're going. I mean some of the things that
• 35:01
  Speaker 11: I've seen in and around the market are perhaps, you know,
• 35:05
  Speaker 11: there could be some sort of AI, if it's not
• 35:07
  Speaker 11: already in some guys, which will tell you and manter
• 35:10
  Speaker 11: how our user is working and could come back and say, hey,
• 35:13
  Speaker 11: this person needs a greater laptop, or you know, this
• 35:16
  Speaker 11: person needs you know, a bigger screen, or they're always
• 35:19
  Speaker 11: on this program so many times. So I'm looking forward
• 35:22
  Speaker 11: to seeing some of that really come through. So, yes,
• 35:24
  Speaker 11: there's lots of benefits on logging and flogging tickets and
• 35:27
  Speaker 11: AI taking care of that, but I'm also looking at
• 35:29
  Speaker 11: the more advanced, sophisticated benefits AI can give us and
• 35:33
  Speaker 11: really again make our jobs easier, more fun, and make
• 35:36
  Speaker 11: employees experience much better.
• 35:37
  Speaker 4: Those were the two subtopics. Was it's not an easy button.
• 35:40
  Speaker 4: AI is not going to come in and solve all
• 35:42
  Speaker 4: your problem, no way. You've got to give it the
• 35:43
  Speaker 4: right attention it needs to make it do what you
• 35:45
  Speaker 4: wanted to do. And the other one was don't think
• 35:48
  Speaker 4: it's as cheap as you might think. Right, it's You've
• 35:51
  Speaker 4: got to make sure you're planning your budgets the right
• 35:53
  Speaker 4: way and yep, do the right thing.
• 35:55
  Speaker 2: I think.
• 35:55
  Speaker 11: I think the thing is, Look, it's a it's a
• 35:57
  Speaker 11: it's a weird place to be because nobody wants to
• 35:59
  Speaker 11: get left behind. But also nobody wants to get saddled
• 36:02
  Speaker 11: down with something monolithic that they can't support and doesn't
• 36:05
  Speaker 11: actually do what it's said on the till in the
• 36:07
  Speaker 11: first place. So I think a lot of people are
• 36:10
  Speaker 11: a bit cautious and.
• 36:11
  Speaker 10: Seeing you know how other people do and look in
• 36:14
  Speaker 10: fits and starts. AI is already there in many ways.
• 36:17
  Speaker 11: Sure you may not know it, but it is there
• 36:18
  Speaker 11: in some of the products you use today.
• 36:20
  Speaker 2: It's been an archer for twenty years.
• 36:21
  Speaker 4: Right, It's why we can add on and evolve AI
• 36:24
  Speaker 4: and the product because it's it's part of our core.
• 36:27
  Speaker 2: Wow, didn't know that? Yeah, yeah, for sure.
• 36:30
  Speaker 3: Well, Dan, we hope to see you presenting again next year.
• 36:34
  Speaker 3: If you could focus on one goal, one milestone, but
• 36:37
  Speaker 3: you could achieve it at TM over the next twelve months,
• 36:40
  Speaker 3: if you could then bring to the main stage it
• 36:43
  Speaker 3: experienced London twenty twenty five.
• 36:46
  Speaker 2: Difficult question, but can you answer it?
• 36:47
  Speaker 3: What would it be?
• 36:48
  Speaker 2: Well?
• 36:48
  Speaker 11: So, look, I always read this memes around the panda
• 36:52
  Speaker 11: and the dragon, right that it's not about the journey
• 36:54
  Speaker 11: or the destination, it's about the company, Okay, And so
• 36:57
  Speaker 11: far in my next journey, I felt I've been having
• 37:00
  Speaker 11: some good company from Next Thing and we've been inspiring
• 37:03
  Speaker 11: each other.
• 37:05
  Speaker 10: Yeah, And what I'd like to say.
• 37:07
  Speaker 11: Thinking about that question is I'd love to be able
• 37:09
  Speaker 11: to present the evolution of debts next year. You know,
• 37:11
  Speaker 11: where have we gone on where you know what benefits
• 37:13
  Speaker 11: potentially from AI, and what are the next steps that
• 37:16
  Speaker 11: we've taken. So my goal would be to sort of
• 37:18
  Speaker 11: come back and say, well, look, here's where we were
• 37:20
  Speaker 11: two years ago, this is where we come on in
• 37:22
  Speaker 11: leaps and bounds, these are the things we've learned along
• 37:24
  Speaker 11: the way, and and share that journey with the right
• 37:29
  Speaker 11: company two years in kind of.
• 37:31
  Speaker 4: Julian, I love people talking about here's what our plan was,
• 37:34
  Speaker 4: here's what reality is, here's what we actually accomplished, to
• 37:36
  Speaker 4: demonstrate that you can actually set that plan out and
• 37:39
  Speaker 4: get some really great stuff done.
• 37:40
  Speaker 3: Very cool, excellent, always a pleasure down Thanks very much
• 37:44
  Speaker 3: you and Tokyo Marine over the next twelve months. Always great,
• 37:46
  Speaker 3: welcoming you guys and pleasure. Thanks, thank you to the
• 37:50
  Speaker 3: rest of the experience. And that's a cut.
• 37:59
  Speaker 5: Cool mhm.
• 38:05
  Speaker 3: Yeah.
• 38:06
  Speaker 2: Just oh, we're back.
• 38:07
  Speaker 3: We've got two more guests to join us to round
• 38:09
  Speaker 3: out the show. Everyone. We just got to reset the
• 38:11
  Speaker 3: reset the cameras to to be able to welcome the munthe.
• 38:23
  Speaker 2: And our MIC's are hot in mis be careful what
• 38:25
  Speaker 2: you're saying. Be careful.
• 38:28
  Speaker 5: Mhm hm.
• 38:34
  Speaker 3: Say fought some of the us or thought some of
• 38:37
  Speaker 3: the us.
• 38:39
  Speaker 2: We're gonna do an election check in.
• 38:50
  Speaker 5: H Do you have both of them?
• 39:07
  Speaker 2: Yes, hence for two chairs.
• 39:15
  Speaker 3: You know, well the show misspell it out here.
• 39:22
  Speaker 2: Sometimes. Okay, are we on? Okay?
• 39:30
  Speaker 3: Fantastic. So we are over the end of our second
• 39:34
  Speaker 3: Experienced twenty twenty four deck show off the Experienced season.
• 39:39
  Speaker 3: We've we've we've had so far seven fantastic guests him
• 39:43
  Speaker 3: and we're going to end with two fantastic guests. So
• 39:46
  Speaker 3: I'd like to welcome Cassium Ali from Haleyon and Sarah
• 39:50
  Speaker 3: ab Shama from ah cl Come on, guys, join us.
• 39:56
  Speaker 2: Lit la clause.
• 39:57
  Speaker 3: Welcome Cassium, good to see. How's it going. We decided
• 40:05
  Speaker 3: to double up to end up high guys. Yeah, nice
• 40:08
  Speaker 3: to see you. Both here, Cassin, Welcome, Welcome to the show.
• 40:11
  Speaker 9: But I think you're the.
• 40:12
  Speaker 3: Only podcast because you won't need to be a little
• 40:14
  Speaker 3: near of a mind. You're the only podcast guest we've
• 40:16
  Speaker 3: had over these two experiences. Is also going to be
• 40:18
  Speaker 3: appearing on the main stage tomorrow. How are you feeling
• 40:22
  Speaker 3: about that? If you're going to have a look, it's
• 40:23
  Speaker 3: quite a it's quite a big space.
• 40:26
  Speaker 10: I'm really looking forward to.
• 40:27
  Speaker 2: I think it's going to be a great event.
• 40:29
  Speaker 12: The vibe seems really positive and everybody seems really engaging,
• 40:32
  Speaker 12: so I'm really looking forward.
• 40:33
  Speaker 2: To speaking tomorrow.
• 40:34
  Speaker 3: Is your first experience, this is my first experience. Yeah, okay, excellent, excellent.
• 40:38
  Speaker 3: I'm glad it's made a good impression so far. People
• 40:40
  Speaker 3: will be listening and they'll be able to go over
• 40:42
  Speaker 3: to Beyond Demand site and maybe enjoy your presentation after
• 40:47
  Speaker 3: the fact by the time this is out. So why
• 40:48
  Speaker 3: don't you tell them a little bit about what you're covering.
• 40:51
  Speaker 12: Yeah, So what I'll be covering tomorrow is, well, actually,
• 40:54
  Speaker 12: how do you underpin dex with business success? And it
• 40:58
  Speaker 12: sounds pretty straightforward, would to me, But what I found
• 41:01
  Speaker 12: in conversations with other people is that maybe it's not
• 41:04
  Speaker 12: as intrinsically linked to them. And helping people understand that
• 41:07
  Speaker 12: is that a good des experience means that you can
• 41:10
  Speaker 12: support the business outcomes in a much more predictable manner.
• 41:13
  Speaker 2: Fantastic.
• 41:14
  Speaker 3: And I should say before I worked with you on
• 41:17
  Speaker 3: the on the keynote a little bit and Alien wasn't
• 41:20
  Speaker 3: familiar to me. But many of the brands are right,
• 41:22
  Speaker 3: You're a consumer healthcare brand and anyone who's going to
• 41:24
  Speaker 3: British is going to know a lot of your products,
• 41:26
  Speaker 3: right so well globally, so we have nine what we
• 41:29
  Speaker 3: call power brands, So I'll name just a few sens
• 41:32
  Speaker 3: to Dine, cultural Advil exactly.
• 41:35
  Speaker 12: They're all the brands that we're you know, absolutely proud
• 41:38
  Speaker 12: of to have within our portfolio.
• 41:40
  Speaker 3: Fantastic. Yeah, that's great.
• 41:41
  Speaker 4: I love the concept of or the thought of talking
• 41:44
  Speaker 4: about the business value because we talked to a lot
• 41:46
  Speaker 4: of it people and I think it's some circles. Decks
• 41:48
  Speaker 4: is seen as a tool set to provide better break.
• 41:51
  Speaker 2: Fix and it's so much more than that.
• 41:54
  Speaker 4: And giving giving the business side and the value of
• 41:56
  Speaker 4: the business is going to be really great to hear. Yeah,
• 42:00
  Speaker 4: welcome to you, Welcome to HCl talk a little bit
• 42:02
  Speaker 4: about what brings the team here. What's the draw to
• 42:05
  Speaker 4: have you come to Experience.
• 42:07
  Speaker 13: Yeah, so we've got a decade old partnership with next
• 42:09
  Speaker 13: Thing right from inception. I've attended every single Experience event
• 42:15
  Speaker 13: ever since, and I'm happy to see that it's getting bigger,
• 42:18
  Speaker 13: it's getting grander, it's getting more interesting.
• 42:21
  Speaker 2: We are the.
• 42:22
  Speaker 13: Platinum sponsors at the event. So why are we at
• 42:26
  Speaker 13: the event? Two main reasons. One is to share our
• 42:30
  Speaker 13: experience of working with foreign netclost Global customers, the journeys
• 42:35
  Speaker 13: we've seen those customers take in terms of measuring decks,
• 42:38
  Speaker 13: tying it to vertical and business outcomes, the hiccups they
• 42:41
  Speaker 13: had on the way, what is the right way to
• 42:43
  Speaker 13: deploy monitor measure?
• 42:45
  Speaker 7: In fact dex as you said, you know, it's the.
• 42:48
  Speaker 13: Vector that defines the direction of partnership we have with
• 42:51
  Speaker 13: our customers now. So we want to share that with
• 42:54
  Speaker 13: customers at the event. The second is to learn if
• 42:57
  Speaker 13: you combine the power of say a co pilot or
• 43:00
  Speaker 13: agentic AI with analytics and the ability to execute, what
• 43:04
  Speaker 13: that potential looks like. And also on the adoption side,
• 43:08
  Speaker 13: if you marry the domains of decks with the DAPT platforms,
• 43:11
  Speaker 13: which is adoption platforms, what kind of parer you can
• 43:14
  Speaker 13: unleash your digital workspaces and workplaces. So those are the
• 43:17
  Speaker 13: prime reasons we are here and we're always here.
• 43:20
  Speaker 4: And one of hl strengths is, especially in helping customers
• 43:23
  Speaker 4: like alion, is implementation.
• 43:25
  Speaker 2: Right.
• 43:25
  Speaker 4: You can't have the great business outcomes if you don't
• 43:28
  Speaker 4: have a really solid implementation that includes a plan. Talk
• 43:31
  Speaker 4: a little bit about how you support your clients with
• 43:34
  Speaker 4: the right implementation.
• 43:35
  Speaker 13: Sure, so you're right to that implementation extremely crucial. But
• 43:39
  Speaker 13: I think what we really believe is right from value
• 43:42
  Speaker 13: definition to value execution, which entails the entire value chain
• 43:48
  Speaker 13: of consulting, which is defining for the customers what experience
• 43:51
  Speaker 13: really means for you? Right, it can mean anything. DEX
• 43:54
  Speaker 13: can mean anything to any organization. Right, what are the
• 43:57
  Speaker 13: parameters critical for you? What are the applications critical for you?
• 43:59
  Speaker 13: What the business unit's important for you? So marrying that
• 44:03
  Speaker 13: vertical nomance into the DEX platform, capturing that is very important,
• 44:07
  Speaker 13: and then of course doing proof of values pocs, doing
• 44:11
  Speaker 13: the implementation, and also.
• 44:13
  Speaker 6: Integrating, which is the extensibility.
• 44:16
  Speaker 13: How do you integrate a DEX platform with say a
• 44:18
  Speaker 13: Microsoft co pilot to execute certain things with a bought
• 44:21
  Speaker 13: it could be an important to deploy.
• 44:23
  Speaker 3: Right.
• 44:23
  Speaker 13: So the entire journey is very important for us, you know,
• 44:26
  Speaker 13: right from consulting to implementation to adoption. And that's what
• 44:29
  Speaker 13: you're working on supporting our customers.
• 44:31
  Speaker 2: That's great.
• 44:33
  Speaker 4: So as you talk to other clients, other customers, whether
• 44:36
  Speaker 4: it's an IT leader or a business leader, what kind
• 44:39
  Speaker 4: of information how do you convince folks to actually come
• 44:42
  Speaker 4: to the event.
• 44:44
  Speaker 13: We tell them that if you want to know what
• 44:46
  Speaker 13: is the future of workplace, future of dex it is
• 44:49
  Speaker 13: probably the most important and the biggest event, which is
• 44:52
  Speaker 13: there there's opportunities to learn from your peers in the
• 44:55
  Speaker 13: same vertical, which would be Pharma Auto, how they are
• 44:58
  Speaker 13: evaluating their journey, taking their journey, ability to talk to
• 45:02
  Speaker 13: partners that get cl ten and ability to network with
• 45:05
  Speaker 13: your peers in the organization. So so that's you know,
• 45:08
  Speaker 13: how we comming to get to our customers that you
• 45:10
  Speaker 13: should it in the name.
• 45:11
  Speaker 3: Great cas And this is your first experience, as you say,
• 45:14
  Speaker 3: and you're you're obviously presenting on some of your your
• 45:17
  Speaker 3: your your achievements so far, Helion and your strategy overall,
• 45:20
  Speaker 3: but thinking about the future and the opportunity that you
• 45:23
  Speaker 3: have in talking to peers at an event like this
• 45:25
  Speaker 3: and hearing from other organizations. Is there any particular area
• 45:29
  Speaker 3: you'd really like to get a good download on from
• 45:32
  Speaker 3: peers who are doing things in whether it's AI or
• 45:34
  Speaker 3: anything else that you're you've really got your radar out
• 45:37
  Speaker 3: for this year or why you're here. Yeah.
• 45:39
  Speaker 12: I think the area that I'm most interested in hearing
• 45:42
  Speaker 12: what people are doing is not in the technical space. Okay,
• 45:45
  Speaker 12: look implementation et cetera.
• 45:47
  Speaker 9: Through partners like hate CL et cetera.
• 45:49
  Speaker 12: I think that's all well understood in terms of challenges
• 45:51
  Speaker 12: et cetera that organizations have there. The area that I'm
• 45:54
  Speaker 12: most interested in speaking to people is about adoption. How
• 45:57
  Speaker 12: are you using you know, decks to re drive adoption
• 46:01
  Speaker 12: digital capability, and how are you able to articulate that
• 46:04
  Speaker 12: benefit to the organization.
• 46:06
  Speaker 3: I think technology you.
• 46:08
  Speaker 12: Can always get full foul of just being a technical
• 46:11
  Speaker 12: thing that's getting done with a means to an end,
• 46:13
  Speaker 12: but actually it goes much more than that. It is
• 46:15
  Speaker 12: about the business outcomes and the business benefit, and I
• 46:18
  Speaker 12: want to understand how organizations are are tackling that translation
• 46:22
  Speaker 12: from delivery of a technical product into what does it
• 46:25
  Speaker 12: actually mean for the business?
• 46:27
  Speaker 2: I love it.
• 46:27
  Speaker 3: I mean, just make sure you're there from ten am
• 46:29
  Speaker 3: in the main stage tomorrow. You're going to hear a
• 46:31
  Speaker 3: lot about that. Guys, stay right where you are if
• 46:33
  Speaker 3: you were, Thanks so much, both of you. Lovely to
• 46:36
  Speaker 3: talk to you both, and best of luck tomorrow. With
• 46:38
  Speaker 3: presentation and a reminder to the audience they can probably
• 46:41
  Speaker 3: find Castle's presentation by the time they hear this by
• 46:43
  Speaker 3: following the link in the show note to be on
• 46:45
  Speaker 3: demand dex Show Experience London on demand site. Just remains
• 46:52
  Speaker 3: for me to say thank you, gentlemen, Thank you for everybody,
• 46:54
  Speaker 3: all of our guests across London, across Boston. Thank you
• 46:58
  Speaker 3: to the team who helped put this together. Team is
• 47:00
  Speaker 3: upstanding it. Yeah, we've got to had a fantastic setup.
• 47:02
  Speaker 3: We've really enjoyed it. So thanks to Sarah and Catherine
• 47:05
  Speaker 3: and Justin and Jack and Ella. We really appreciate you all.
• 47:08
  Speaker 3: It's been huge fun to do it and we hope
• 47:11
  Speaker 3: everybody listening here in the hall or I hope enjoys
• 47:14
  Speaker 3: experience live or on demand, and we'll see you next
• 47:17
  Speaker 3: week for another Deck show. Thanks so much, everybody.
• 47:20
  Speaker 2: Thank you.
• 47:22
  Speaker 1: To make sure that you never miss an episode, subscribe
• 47:24
  Speaker 1: to the show in Apple podcasts, Spotify for your favorite
• 47:28
  Speaker 1: podcast player, and if you're listening on Apple podcasts, make
• 47:31
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• 47:33
  Speaker 1: the number of stars you think the podcast deserves. If
• 47:36
  Speaker 1: you'd like to learn more about how next Thing can
• 47:38
  Speaker 1: help me improve your digital employee experience, head over to
• 47:42
  Speaker 1: next think dot com. Thank you so much for listening.
• 47:44
  Speaker 1: Until next time,