Latest / The DEX Show: A Show for IT Change Makers / Total Experience: IoT, AI & DEX Beyond the Device w/ Patrycja Sobera

Transcript

Total Experience: IoT, AI & DEX Beyond the Device w/ Patrycja Sobera · The DEX Show: A Show for IT Change Makers

0:02
Speaker 1: Hey, it change makers and welcome to the Deck Show
0:05
Speaker 1: with Tomac Grath. Let's get into it.
0:11
Speaker 2: Do you know what change makers? I sometimes worry. I
0:14
Speaker 2: sometimes worry. But when I say I'm very excited to
0:16
Speaker 2: welcome a guest of the show today, you think I'm
0:18
Speaker 2: just saying that. And I'm very very rarely just saying that,
0:21
Speaker 2: and I'm certainly not saying it today. I'm certainly not
0:25
Speaker 2: just saying it today because we've been trying to pull
0:27
Speaker 2: this episode together for a number of months and we
0:30
Speaker 2: have an absolutely splendid topic to discuss, which for me,
0:34
Speaker 2: really describes the boundaries of what we call digital employee
0:39
Speaker 2: experience around these parts of where it's boundaries fall and
0:43
Speaker 2: where they're going to expand to in the coming is
0:47
Speaker 2: absolutely phenomenal topic and we've got an absolutely phenomenal guest
0:51
Speaker 2: to discuss it with us today. Her name is Patricia Severa,
0:54
Speaker 2: Senior vice president and general manager of Digital Workplace Solutions
0:58
Speaker 2: at the Fantastic Unison. Patricia, Welcome to the TEXHA. So
1:03
Speaker 2: lovely to have you here.
1:04
Speaker 3: Thank you, Joon, We're a great introduction. Well, pleasure to
1:06
Speaker 3: be here, big fan of the show.
1:08
Speaker 2: Excellent and then maybe a quick overview of what you
1:11
Speaker 2: do and where digital workplace solutions fit into it.
1:15
Speaker 3: Yeah, absolutely, so thank you for the intro. I lead
1:17
Speaker 3: Digital Worker Solutions Business United UNESSES, which means that I
1:22
Speaker 3: am accountable for how technology shows up in the day
1:27
Speaker 3: to day working lives of hundreds of thousands of clients
1:30
Speaker 3: there end users, but also my own team. I actually
1:33
Speaker 3: lead a large team at UNISES, best part of seven
1:36
Speaker 3: thousand people here. So when we talk about digital employee experience,
1:40
Speaker 3: I always look at it from sort of two lenses.
1:42
Speaker 3: What we provide as solutions and services to our clients
1:44
Speaker 3: there and users, but also the employee experience. Right, So
1:48
Speaker 3: for me, DWS isn't just about keeping devices running and applications,
1:55
Speaker 3: you know, running smoothly. It's about more of a design
1:59
Speaker 3: operate in through the end to end digital experience for everyone,
2:04
Speaker 3: and that includes my own team, and of course it
2:07
Speaker 3: spans across not just end points, but collaboration and service
2:11
Speaker 3: delivery and automation, and we're going to talk probably a
2:14
Speaker 3: lot about AI and how it's changing the landscape, analytics,
2:18
Speaker 3: and I think also that whole concept of experience assurance
2:22
Speaker 3: as well. So my role is to make sure that
2:25
Speaker 3: that experience translates into tangible outcomes, productivity, engagement, and I
2:31
Speaker 3: hope measurable business value.
2:33
Speaker 2: I love talking to you, Patricia, because almost immediately when
2:36
Speaker 2: we talk about digital employee experience, the conversation just sort
2:40
Speaker 2: of expands beyond laptops and desktops. So let's start with
2:46
Speaker 2: the concept itself. Well, why do you think DEX matters
2:50
Speaker 2: in twenty twenty six specifically and how should we be
2:53
Speaker 2: defining it?
2:54
Speaker 3: Yeah, it's a great question. And look, I love seeing
2:58
Speaker 3: the evolution of DEX. I love the fact that DEX
3:01
Speaker 3: is no longer tied to a specific location, or a
3:04
Speaker 3: specific device, or even a single kind of ecosystem. I
3:11
Speaker 3: think we are looking at DEX as a flow, and
3:14
Speaker 3: I think employees experience work as a flow, right, rather
3:18
Speaker 3: than stack of components. Let's say it. And you know,
3:22
Speaker 3: I think what we've done at UNISES, we've defined X
3:25
Speaker 3: as a kind of, in a simplistic way, a measurable
3:29
Speaker 3: relationship between digital friction on one side and then business
3:33
Speaker 3: performance on the other side. And this time five years ago,
3:36
Speaker 3: I actually had this conversation with my CEO at the time,
3:39
Speaker 3: asking for an investment, and this is when we founded
3:41
Speaker 3: Experience Management Office, our secret source, our difference makers who
3:47
Speaker 3: take all the beautiful telemetry from all the systems. We
3:49
Speaker 3: get all of the experience indicators, a lot of the
3:53
Speaker 3: data points, and then identify, measure and prevent any sources
3:58
Speaker 3: of the digital friction. And not only that, over the
4:02
Speaker 3: last five years we've matured, we've evolved the whole concept
4:05
Speaker 3: of DWS and the whole concept of DEX. We've worked
4:09
Speaker 3: with organizations such as Excellent Institute. We're actually one of
4:11
Speaker 3: the founding members of Excellent Institute, and we short shared
4:14
Speaker 3: the love right. We were really working with them to
4:18
Speaker 3: help and formalize the definition of DEX XMO excel in
4:22
Speaker 3: a way industry can consistently apply. But I love the
4:26
Speaker 3: fact that we're no longer talking about just the single
4:28
Speaker 3: track of just looking at performance of a device as
4:31
Speaker 3: an example, or single track of looking at sentiment based
4:36
Speaker 3: on the persona. So I love seeing the evolution. That's
4:38
Speaker 3: why I'm a big fan of the show.
4:40
Speaker 2: Quite frankly, fab yeah, I say, and the show a
4:43
Speaker 2: few years ago, there was a period where six months
4:46
Speaker 2: to hear every almost every other episode was about IoT
4:50
Speaker 2: some way, and it's fallen kind of really out of
4:53
Speaker 2: fashion as a sort of hot topic on podcasts, right,
4:56
Speaker 2: But that doesn't mean that it's that it's not lived
5:00
Speaker 2: up to its potential necessarily, right, because it's actually embedded
5:05
Speaker 2: today in the fabric of so many industries more than
5:09
Speaker 2: it is some kind of consumer talking point and that
5:12
Speaker 2: has obvious implications. Thought we're discussing, right, which is the
5:14
Speaker 2: expansion of telemetry, the expansion of our understanding of what
5:19
Speaker 2: digital experience is constituted of. Tell us about what you're
5:24
Speaker 2: seeing with regards to IoT and your customers and partners
5:27
Speaker 2: and the way they work.
5:29
Speaker 3: Yeah, and it's a great segue, you know, into that
5:32
Speaker 3: kind of did it fall out of fashion or did
5:35
Speaker 3: it evolve? And you know, it's I actually think it's
5:38
Speaker 3: kind of like graduated, right, We you know, are seeing
5:42
Speaker 3: this revival of everything IoT. And can tell my daughter
5:45
Speaker 3: is doing a levels, you know, talking about graduation. Hopefully
5:48
Speaker 3: she does well. Yes, exam starts next week, So a
5:50
Speaker 3: little bit of a nervous mum here. But look, I
5:54
Speaker 3: think IoT data is super important. It's shaping how environments
6:00
Speaker 3: sort of self monitor and self heal and how they adapt.
6:03
Speaker 3: I think, you know, it's one of those situations when
6:06
Speaker 3: IoT works as it should, then no one talks about
6:10
Speaker 3: it right or when it fails, we all feel it.
6:15
Speaker 3: And you know when we talk about digital experience of
6:17
Speaker 3: did you employee experience? You know, my favorite quote has
6:20
Speaker 3: always been the one that you know, people will will
6:22
Speaker 3: not remember what you say, what you do, but they
6:24
Speaker 3: always will remember how you made them feel. And I
6:27
Speaker 3: love that, you know, feel aspect.
6:29
Speaker 1: Right.
6:29
Speaker 3: So when IoT doesn't work, we notice, you know, early
6:33
Speaker 3: on it was noisy. You know, we had these fragmented standards,
6:37
Speaker 3: We had no ownership, we had security gaps. I think
6:40
Speaker 3: what's changed maturity. We now treat IoT devices like managed endpoints.
6:45
Speaker 3: They need to be secure, and they need to be patched,
6:47
Speaker 3: and they need to be governed, and we give them
6:48
Speaker 3: a little bit more respect and credit. And I think
6:51
Speaker 3: we see this in field services. We see it in manufacturing, healthcare, hospitality.
6:58
Speaker 3: I mean the meeting room in Wilton Key see our
7:00
Speaker 3: units is office today. We have sensors, we have systems
7:05
Speaker 3: continuously feeding data and and and subsequently giving us brilliant
7:09
Speaker 3: data insights. And you know, if we use these data insides,
7:13
Speaker 3: we can probably predict failure and we can adapt before
7:17
Speaker 3: experience degrades so I think for me, you know, IoT
7:21
Speaker 3: is kind of like this this invisible layer that until
7:25
Speaker 3: it breaks and then you get complaints and you get
7:30
Speaker 3: unhappy you know, customers and bad experience and you potentially
7:33
Speaker 3: lose lose revenue. Right until it breaks, we kind of
7:36
Speaker 3: like don't pay enough attention to it. It's like IoT
7:40
Speaker 3: has become this invisible but super important experience infrastructure behind
7:45
Speaker 3: everything that we do, especially when we talk about total experience,
7:49
Speaker 3: we come out of these single tracks. We talk about
7:51
Speaker 3: single track of device or single track of sentiment. So
7:54
Speaker 3: it's this kind of like super important experience infrastructure behind
7:59
Speaker 3: that really gives us a little bit more on the
8:01
Speaker 3: opportunity of our total experience aligned to more than device,
8:06
Speaker 3: persona application, but the total ecosystem. You know, I came
8:10
Speaker 3: to the office this morning, I packed my car. My
8:13
Speaker 3: security badge work perfectly right, But there are systems that
8:17
Speaker 3: potentially allowed for me to do that seamlessly. If you know,
8:22
Speaker 3: there wasn't a parking space where I could charge my
8:24
Speaker 3: car with an EV charger. If that passed the work,
8:26
Speaker 3: my experience would be very different. So we can get
8:29
Speaker 3: all of these data points and actually shaped that experience
8:32
Speaker 3: of an employee of a human. And by the way,
8:35
Speaker 3: all the organizations out there, including our clients, are still
8:38
Speaker 3: encouraging people to come to work two three days, five
8:41
Speaker 3: days a week. Right, this IoT stuff is becoming more
8:44
Speaker 3: important than ever in that conversation around return to work.
8:49
Speaker 2: So what are the implications by extension to our concept
8:54
Speaker 2: of decks or digital workplace management more broadly?
8:58
Speaker 3: Great question and absolutely has the implication right exactly what
9:02
Speaker 3: you're saying. And I think for me, it's about the
9:06
Speaker 3: I'm going to use a big word, orchestration. It's the
9:09
Speaker 3: end to end orchestration. Is that kind of like symphony
9:13
Speaker 3: of environment data, endpoint data, service data, sentiment data. All
9:19
Speaker 3: of this has to come together holistically for us as
9:21
Speaker 3: employers to shape the experience of our employees, to entice
9:25
Speaker 3: them to do ultimately what our corporate kind of objectives goals.
9:29
Speaker 3: Mondays are right, But at the end of the day,
9:31
Speaker 3: we're doing with a human who will pay attention to
9:35
Speaker 3: overall holistic experience. And not only that, we've got four
9:38
Speaker 3: generations in the workplace. You know, I think if I
9:41
Speaker 3: look at gen Alpha or my daughter, who's you know,
9:44
Speaker 3: kind of like I think gen Z gen alpha hair requirements,
9:49
Speaker 3: hair expectations completely different to mine. I probably would deal
9:52
Speaker 3: with some friction and pain, thinking okay, yeah expected, right,
9:56
Speaker 3: she will not tolerate it, so she'll probably, you know,
9:59
Speaker 3: look look potentially at her employer from a prism of well,
10:02
Speaker 3: what's in it for me? Is it seamless? You know? How?
10:05
Speaker 3: Am I being excited, enticed welcoming into again this holistic experience?
10:10
Speaker 3: So I think employers can draw so much from just
10:13
Speaker 3: tying again environment data, IoT data and for that and
10:18
Speaker 3: into again that holistic you know, total experience picture to
10:21
Speaker 3: drive her agenda. Quite frankly, I think we're at the
10:25
Speaker 3: sort of beginning of that road. I don't see many
10:29
Speaker 3: organizations out there who really are tapping into truly just
10:32
Speaker 3: how many data points and experience indicators we get in
10:34
Speaker 3: their holistic environments. I think if you, if you listen
10:37
Speaker 3: to Gartner and we just had digital work liststamment in
10:40
Speaker 3: London last week, they're saying that the average maturity from
10:45
Speaker 3: digital work list perspective of organizations enterprises out there is
10:48
Speaker 3: two point six on scale of five. Right, So we
10:50
Speaker 3: probably still have a long way to really again consistently monitor,
10:56
Speaker 3: measure and apply all of these data points to form
10:59
Speaker 3: that call it total experience. Let's call it total experience.
11:03
Speaker 2: I like total experience a lot. And speaking of which,
11:06
Speaker 2: when when we spoke before, you were you were alluding
11:09
Speaker 2: to without naming names, a kind of quick service restaurant
11:13
Speaker 2: chain chain that you've worked with, highly connected environments, right
11:17
Speaker 2: ranging from point of sale systems to to kitchen equipment.
11:21
Speaker 2: What was that level of visibility unlocking for that organization
11:26
Speaker 2: or what can it mean for organizations in general?
11:29
Speaker 3: Yeah, great question, And I think you know, it's an
11:32
Speaker 3: example of a highly connected environment like quick service restaurants
11:39
Speaker 3: or let's say manufacturing environments thinking of another client as well,
11:43
Speaker 3: visibility across point of sale devices or kitchen equipment, whatever
11:50
Speaker 3: is in the production environment. You know, these these employee
11:54
Speaker 3: festing sort of facing systems allow us to to see
11:58
Speaker 3: experience degradation before, for it impacts the customer, right before
12:02
Speaker 3: it starts to lose revenue, before it hits the bottom line,
12:05
Speaker 3: before there is reputational damage and lots of business. Right.
12:08
Speaker 3: So I think for me, when we look at that example,
12:12
Speaker 3: the kind of remediation or the analog here is not
12:17
Speaker 3: just the uptime. It's not the main thing. It's kind
12:20
Speaker 3: of the you know, ability for leaders to be able
12:22
Speaker 3: to prioritize interventions based on experience impact and not just anecdotes.
12:28
Speaker 3: I think this is where the kind of experience economics
12:30
Speaker 3: really come into play, you know, throughput waste, loss transactions,
12:34
Speaker 3: even staff chain. Once you can see it clearly, you
12:38
Speaker 3: probably can't unsee it, right where it's a great example
12:41
Speaker 3: of an environment where again, if you look at traditional
12:45
Speaker 3: DEX methods, you know, we probably wouldn't even think about
12:47
Speaker 3: gathering data from pos point of self devices. Right. So again,
12:51
Speaker 3: love the fact that we're now able to apply DEX
12:56
Speaker 3: methodology and strategies. And again it comes to view evolution
13:00
Speaker 3: right of that total experience and environments like that, highly
13:03
Speaker 3: pressurized environments by the way, you know, quick sellf restaurant.
13:06
Speaker 3: I can't think of a more stressful environment. But again
13:09
Speaker 3: we're able to look here holistically and prioritize again these
13:14
Speaker 3: interventions based and experience and hopefully reduce the digital friction
13:19
Speaker 3: and you know, prevent lost transactions, lost transactions and and
13:24
Speaker 3: you know, waste of time is just so important in
13:27
Speaker 3: those fast based environments, production environments.
13:31
Speaker 2: It's an amazing example of illustration of what you're talking
13:35
Speaker 2: about But as as you alluded to earlier, Patricia, like,
13:38
Speaker 2: it's not limited to certain industries. Right, even if we
13:41
Speaker 2: take via the office today, you know, we we enter,
13:45
Speaker 2: as you mentioned, a much more connected environment than when
13:49
Speaker 2: we were used to five years ago or less. Every
13:54
Speaker 2: physical space could be said to become to have become
13:57
Speaker 2: a digital touch point. Take the meeting room earlier. Isolating
14:03
Speaker 2: an environment such as that, what does it teach us
14:06
Speaker 2: about where time and productivity are being lost? And it
14:09
Speaker 2: types even hemorrhaged right in the modern workplace.
14:13
Speaker 3: It's such a brilliant example the meeting room. I'm in
14:17
Speaker 3: the office today and luckily everything is working fine. But
14:21
Speaker 3: I think that meeting it always is Patricia, of course,
14:25
Speaker 3: there's never any downtime here. Perfect. Look, it's a perfect
14:29
Speaker 3: case study the meeting room. Right when when audio fails,
14:33
Speaker 3: when rooms don't connect, when people waste their first five
14:38
Speaker 3: minutes troubleshooting, you know, can you hear me? Can you
14:40
Speaker 3: see me for crying out loud? Right, we're so used
14:44
Speaker 3: to this and you probably hear it on every call,
14:46
Speaker 3: and we kind of like lend to normalize that loss,
14:50
Speaker 3: which is just beyond me because across thousands of meetings,
14:54
Speaker 3: and we are in this hybrid connected world, so someone
14:56
Speaker 3: will be joining from home, someone will be in the office,
14:59
Speaker 3: someone will be on the guard at the airport. But
15:01
Speaker 3: across thousands of meetings, that's a material productivity loss, you know,
15:06
Speaker 3: like the time that we'll never get back. And okay,
15:09
Speaker 3: fair enough not being dramatic here, right, is this a
15:12
Speaker 3: SEV one? Probably not, but it's a cumulative loss, right,
15:16
Speaker 3: And if we were going to add it up and again,
15:19
Speaker 3: like once you see it, you can unsee it, right,
15:22
Speaker 3: So if we measure it, if we kind of like
15:24
Speaker 3: design it out shout about this. You know, organizations out there,
15:29
Speaker 3: I think they're putting tremendous amount of effort some of
15:31
Speaker 3: our clients, and we're actually supporting them with it to
15:34
Speaker 3: really remove the digital friction from a meeting room perspective.
15:38
Speaker 3: And it's kind of like it's a great example of
15:41
Speaker 3: being silent heroes, right. I think this is actually a
15:43
Speaker 3: great example of where we really should shout about what
15:47
Speaker 3: dex is doing. Campaign it make people feel engaged, tell
15:50
Speaker 3: them that you will give them time for extra coffee
15:52
Speaker 3: break by removing all that meeting room digital friction, right,
15:55
Speaker 3: make it reliable, you know, and and improve that sentiment,
16:00
Speaker 3: improve engagement. Say, okay, look, if you come to the office,
16:03
Speaker 3: we promise you'll never waste that five first minutes right
16:05
Speaker 3: in that you know, suboptimal experience, right. And I think
16:10
Speaker 3: it's a brilliant example not only to show what we
16:12
Speaker 3: can do in tangible temps, but also bring sentiment and
16:16
Speaker 3: oh cm organization change round. And actually, you know we
16:19
Speaker 3: still have these conversations with CIOs and CTOs about the
16:23
Speaker 3: value of decks. I think you can measure it. You
16:25
Speaker 3: can put time against it, lost in dollars, and you
16:28
Speaker 3: can actually shout about look, we remove digital friction. Right.
16:31
Speaker 3: Our promise to you is never lost, never lose another
16:35
Speaker 3: five minutes in connecting to a meeting, right, have a
16:37
Speaker 3: cup of coffee instead, come on time and everything works.
16:40
Speaker 3: How cool? Is that?
16:41
Speaker 2: Very cool? And this is illustrate the concept that you
16:44
Speaker 2: were telling me about prior to the recording about return
16:47
Speaker 2: on experiences as a kind of deck substitute for ROI yeah,
16:55
Speaker 2: or it did as a compliment to it perhaps.
16:57
Speaker 3: Yeah, you know, it's funny actually because again, just coming
17:00
Speaker 3: fresh from the conference, there is there is that ROWE
17:05
Speaker 3: concept of return on employee, which I think the likes
17:09
Speaker 3: of Dan Wilson and and others are talking about which
17:13
Speaker 3: which you know, I like the return on experience more
17:15
Speaker 3: because I think for me it's a little bit more holistic.
17:20
Speaker 2: Taken you they've taken your acronym Patricia, you know there
17:24
Speaker 2: you go on, there can only be one. It's going
17:26
Speaker 2: to be return on experience.
17:27
Speaker 3: Exactly, employee experience, employee.
17:30
Speaker 2: Push for experience over here.
17:32
Speaker 3: I agree we should absolutely should agree.
17:37
Speaker 2: Yeah, we.
17:40
Speaker 3: Exactly exactly. Well, look traditional ROI, which we still by
17:44
Speaker 3: the way, are facing when when when when you know,
17:48
Speaker 3: requesting those investments right asks what will save what we
17:54
Speaker 3: have saved after the fact? Right? Return on experience for
17:57
Speaker 3: me is that shift from measuring it activity to measuring
18:02
Speaker 3: whether whether something is getting easier, faster, more reliable. Again,
18:07
Speaker 3: I think we're hovering to that feel aspect, right of experience.
18:11
Speaker 3: Return on experience for me asks well what did we say?
18:16
Speaker 3: And unlocked for the business and the people. You know,
18:20
Speaker 3: it's the difference between counting tickets and you know, looking
18:25
Speaker 3: at sort of traditional metrics to protecting time to really
18:29
Speaker 3: giving confidence in performance and evolution of it through decks. Right,
18:35
Speaker 3: So I think a great experience shows up as ultimately
18:39
Speaker 3: less friction. We talk a lot about friction, right, and
18:41
Speaker 3: and friction is fewer kind of repeat contacts to the services,
18:45
Speaker 3: fewer escalations. It's not really suffering in some silence. It's
18:50
Speaker 3: having more productive moments, right, whether it's improvement of onboarding,
18:54
Speaker 3: whether it's smooth customer interactions, better collaboration as well. It's
19:00
Speaker 3: also lowered the auttrition, right, it's you know, are we
19:04
Speaker 3: removing some of that burnout signals or attrition pressure in
19:09
Speaker 3: critical roles? Right, It's it's I think like a grown
19:13
Speaker 3: up version of linking experience measure to outcomes, you know,
19:18
Speaker 3: whether it's win verat cycle time, customer satisfaction, whether it's retention.
19:22
Speaker 3: So the story moves from we think it helps to
19:26
Speaker 3: here is the evidence, and I think it's a great
19:28
Speaker 3: conversation to him with help with any c HR because
19:32
Speaker 3: of course these guys will be looking at at the
19:35
Speaker 3: employee engagement, employee signals. And again we talked about four
19:38
Speaker 3: generations in the workplace, you know, attrition and critical roles,
19:42
Speaker 3: different expectations. Think about another client of ours, R and
19:47
Speaker 3: D research and development engineer, and think about their tolerance
19:50
Speaker 3: to digital friction. It's like non existent, it's zero, right
19:54
Speaker 3: Like they expect the stuff to work seamlessly. And I
19:56
Speaker 3: think for me, if we're talking about ROE, is that
20:00
Speaker 3: return on experience? You know? Are we giving this this
20:03
Speaker 3: R and D engineer productive time to focus what they
20:06
Speaker 3: need to focus on, you know, design and developing the
20:09
Speaker 3: next cool product which the organization will sell. Right Like
20:12
Speaker 3: that for me is key understanding those person as remote
20:15
Speaker 3: digitual friction, translating that investment into return on experience, but
20:19
Speaker 3: actually making it tangible. Have we reduced attrition? Have we
20:22
Speaker 3: given them back productive hours? By the way, all of
20:25
Speaker 3: this can have associated dollar amount as well, if you
20:29
Speaker 3: if you really wanted to do it instead of traditional
20:31
Speaker 3: you know ROI construct as well.
20:35
Speaker 2: And is that what we revert to when we're trying
20:38
Speaker 2: to communicate with CIOs and CFOs or does that kind
20:41
Speaker 2: of should our expectations of their appreciation of what proactive
20:49
Speaker 2: preventative experience management can and should mean in their workplaces?
20:53
Speaker 2: Should should should our expectations be a bit higher of
20:56
Speaker 2: how they understand things today?
20:58
Speaker 3: It's it's a it's a great question. And then so
21:00
Speaker 3: is the juicy kind of staff that anyone any leaders
21:04
Speaker 3: starting the dex journey will be asking right that. I
21:07
Speaker 3: think that the conversation changes when leaders see that these
21:11
Speaker 3: traditional it's called them reactive models are more expensive, not cheaper.
21:16
Speaker 3: I think we can safely say that incidents and management
21:20
Speaker 3: of incidents costs more than prevention. We have this data
21:23
Speaker 3: point now, escalations costs more than data insights. I think
21:29
Speaker 3: what convinces CFOs CIOs is that proactive preventative experience management
21:36
Speaker 3: reduces volatility of systems, right, reduces that that downtime, It
21:41
Speaker 3: stabilizes costs, improves the predictability, and I think helps us
21:46
Speaker 3: to again remove that friction before your cares right, And
21:50
Speaker 3: I think we matured in this space. I think again,
21:53
Speaker 3: you know, we talked a little bit about say top
21:55
Speaker 3: five metrics you could give to to a CFO or
21:58
Speaker 3: a CEO to pay attention attrition. You can absolutely put
22:04
Speaker 3: the dollar amount to cost to replace assets and say,
22:07
Speaker 3: for example, intelligent device refrash strut strategies, so we don't
22:11
Speaker 3: just replace assets based on warranty cycles, but we actually
22:15
Speaker 3: truly look at performance of a device. Right, you can
22:18
Speaker 3: definitely put value against this and link it to EDG objectives.
22:22
Speaker 3: Cost of loss, productivity driven by digital friction expressed in
22:25
Speaker 3: hours minutes, however you want to express it. Absolutely, we
22:28
Speaker 3: can put a dollar amount against it. I like the
22:31
Speaker 3: next one cost of underutilized software, So we do this
22:34
Speaker 3: software metering. You know, does everyone in the organization requires
22:37
Speaker 3: co piler studio or I don't know, good old video right,
22:40
Speaker 3: probably not. Can we simplessly remove it based on usage
22:44
Speaker 3: and just have a low pop up saying hey, we've
22:45
Speaker 3: noticed you haven't used it for a month. You know,
22:47
Speaker 3: we're just going to remove it, right, but if you object,
22:49
Speaker 3: click here kind of thing. You know, again, you can
22:51
Speaker 3: put a dollar value value as seat of amount to it.
22:55
Speaker 3: Cost of engagement tools, which I think can be combined
22:59
Speaker 3: as well. So you know, we still many organizations are
23:02
Speaker 3: still doing these annual engagement surveys, right, and then take
23:05
Speaker 3: like a month to analyze the results, and then they
23:07
Speaker 3: build these strategies. Whereas actually you've got real time sentiment
23:13
Speaker 3: opportunity here with decks, which right away, yeah, I mean
23:17
Speaker 3: it's like the most understated aspect of decks. Overall, we
23:20
Speaker 3: still have other clients and customers, you know, reluctant to
23:23
Speaker 3: switch on the sentiment capability within any deck. Still they're
23:27
Speaker 3: operating because they feel like bombarding their employees with questions.
23:32
Speaker 3: Considering there is surveys on the back of every closed incident,
23:35
Speaker 3: considering that might be you know, little devices on entering
23:39
Speaker 3: the sort of building gathering feedback, Considering the do annual
23:43
Speaker 3: surveys which take months to analyze and then produce you know,
23:46
Speaker 3: detailed reports. I'm really surprised because I think it's one
23:50
Speaker 3: of the most understated areas of decks. And I think,
23:53
Speaker 3: you know, having real time visibility again of of how
23:58
Speaker 3: employees feel versus this kind of backdated view of a
24:03
Speaker 3: survey that happened in the previous quarter. It's just just crazy. Right.
24:08
Speaker 3: We're living in the times of unprecedented change, and I
24:11
Speaker 3: think one thing that we should be giving back to
24:13
Speaker 3: the employee's ability to provide real time feedback and respond
24:17
Speaker 3: to it. And for me, any any good dextel will
24:22
Speaker 3: have sentiment capability, which very often tends to be the
24:25
Speaker 3: first thing we switch off, and then gradually we sort
24:29
Speaker 3: of you know, build it into perhaps at the time
24:32
Speaker 3: of a major refresh, you know, moving os for example,
24:36
Speaker 3: right from old version to new version, we might sort
24:38
Speaker 3: of then say, oh, let's do a quick survey as
24:40
Speaker 3: a pop up saying you know, we've just migrated you.
24:42
Speaker 3: How do you feel about using new system et etcetera. Right,
24:45
Speaker 3: so we're starting to dip a little bit our toes
24:47
Speaker 3: in sentiment. But I would encourage anyone out there to
24:51
Speaker 3: move away from stale ways of measuring engagement which are
24:54
Speaker 3: outdated and very often retrospective, and looking back to a
25:00
Speaker 3: little bit more real time and again shout about it. Right,
25:03
Speaker 3: bring o CM organization and change management into it and saying, hey,
25:06
Speaker 3: last week you told us that that specific application sucked
25:10
Speaker 3: and it took two minutes to launch. Well guess what
25:13
Speaker 3: we did something about it in forty eight hours. Hopefully
25:15
Speaker 3: you enjoyed a new experience. How cool is that? Right?
25:18
Speaker 3: Straight away you've got credibility of it action something in
25:21
Speaker 3: real time.
25:23
Speaker 2: What's the point of connecting our entire workplace if we
25:26
Speaker 2: don't connect to the emotions of those employees who occupy
25:30
Speaker 2: it as well? Right exactly, you paint an amazing and
25:34
Speaker 2: amazing portrait, Trisha, And we haven't even got to AI's
25:38
Speaker 2: role in it yet. So how does that impact for
25:42
Speaker 2: digital workplace as you describe it? Particularly perhaps when it
25:46
Speaker 2: comes to things like cost automation scaling expertise.
25:50
Speaker 3: Great question, and I think we're just kind of learning
25:53
Speaker 3: on the go on this one. Right. AI is literally
25:56
Speaker 3: again revolutionizing how we work. And we just talked about
26:00
Speaker 3: unprecedented pace of change. Well, look, I think as biggest
26:04
Speaker 3: impact for the WS for me, it's around monitoring and
26:09
Speaker 3: then translating signals into insights and decisions. Right, So, channing
26:16
Speaker 3: data versus providing insights. If I think about my experienced
26:19
Speaker 3: management office team which we founded five years ago and
26:22
Speaker 3: what they were doing five years ago versus now think
26:26
Speaker 3: about spotting patterns across thousands of you know, data points
26:29
Speaker 3: and experience indicators and signals and triggering the right action
26:33
Speaker 3: at the right time. Right, so to reduce noise, predict failure,
26:37
Speaker 3: build automation scripts. You know that took time. Now AI
26:43
Speaker 3: is helping this with this to literally remove all of
26:46
Speaker 3: that time and just apply that insights for specific environment
26:50
Speaker 3: and advice our clients, you know, about changes they can
26:52
Speaker 3: drive will have the biggest impact. So I think in
26:55
Speaker 3: digital work base services that that means, you know, we
26:58
Speaker 3: can have with tickets and faster resolution and better prioritization,
27:03
Speaker 3: more more kind of consistent experience with AI. And and look,
27:07
Speaker 3: I'm very conscious of the fact that anyone who's listening
27:09
Speaker 3: to this will probably say, oh, so has your size
27:12
Speaker 3: of your XMO decrease? Right, because AI has taken some
27:15
Speaker 3: of that chain. Well, look, the goal is not to
27:18
Speaker 3: replace people, it's to multiply their effectiveness. I think you
27:22
Speaker 3: guys that next thing are doing some some clever things
27:24
Speaker 3: with Spark and you know, autonomous detection and resolution or
27:29
Speaker 3: AI drive right ability to really assess how successful a
27:32
Speaker 3: adoption is across the enterprise. And you know, we were
27:36
Speaker 3: all evolving, right, we're all using AI to augment the
27:40
Speaker 3: human But I think it's a it's a great question,
27:43
Speaker 3: and we're talking about experience digital employee experience DECKS. I
27:47
Speaker 3: also think that AI is a threat to DEX providers.
27:51
Speaker 3: You know, it's like this perfect disruption moment. I think
27:54
Speaker 3: decks fundamentally, you know, as a data layer and an
27:58
Speaker 3: insight engine is threatened because if AI can replace you know,
28:04
Speaker 3: how we kind of analyze this data, then then look,
28:09
Speaker 3: DEX providers will need to reinvent themselves where there needs
28:12
Speaker 3: to be two three extra value points and bonuses, whether
28:16
Speaker 3: it's I don't know, all in one DEXT too, remote control,
28:20
Speaker 3: remote asys autonomous resolution platform. I think DEX platforms will
28:24
Speaker 3: get replaced unless they own the action, the resolution layer,
28:28
Speaker 3: not just insights. So if you do, yeah, if your
28:31
Speaker 3: DEX story ends in the dashboard, I think you're already
28:33
Speaker 3: getting disrupted.
28:37
Speaker 2: Fast forward then, Patricia two to three is what do
28:40
Speaker 2: you think is going to define the next phase of
28:42
Speaker 2: digital employee experience and what should businesses be doing to
28:46
Speaker 2: future proof their own digital workplaces?
28:49
Speaker 3: Great question. I think you're going to be surprised at
28:53
Speaker 3: my relatively tame response to this quote. My friends at
28:58
Speaker 3: Gardner again and Dan will On one one of the
29:01
Speaker 3: you know analysts there who is doing a lot around
29:03
Speaker 3: digital work with maturity. You know, we said already before
29:06
Speaker 3: that most of the enterprise are sitting at that two
29:08
Speaker 3: point six level of maturity out of five, which kind
29:12
Speaker 3: of tells us that perhaps the digital core is not
29:15
Speaker 3: there yet, that perhaps we don't have good data structures,
29:19
Speaker 3: we don't have you know, perfect cloud adoption out there, right,
29:22
Speaker 3: So I think we've got some time to go. So
29:25
Speaker 3: I think if we look at next two to three years,
29:28
Speaker 3: I think it will be how do we define decks,
29:32
Speaker 3: how do we govern design the whole the whole deck
29:36
Speaker 3: specific to these organizations who are a little bit lower
29:38
Speaker 3: on the maturity level. I think those that will proceed
29:42
Speaker 3: faster and when will be those really investing in data integration,
29:47
Speaker 3: in experience metrics like XLAS. We haven't talked much about
29:50
Speaker 3: experience level agreements. You know, we have twenty one XLAS
29:55
Speaker 3: in production environment across the thread of our clients at
29:57
Speaker 3: unises and it's and looks it takes time to change, right.
30:03
Speaker 3: It's kind of like link to change leadership, not just technology.
30:08
Speaker 3: I think one of my favorite AHA moments from God
30:12
Speaker 3: the Digital Workplace Summit, you know, was that we still
30:15
Speaker 3: are in people business, not technology business. And I think
30:19
Speaker 3: we need to remember that right and remember that maturity matrix.
30:22
Speaker 3: I think future proofing digital workplace is not about chasing technology.
30:26
Speaker 3: It's funny because we didn't talk about the next shiny
30:28
Speaker 3: AI tool. We talked about, you know, building the capability
30:32
Speaker 3: to adapt experience to the work that's changing, right, because
30:37
Speaker 3: we now have this AI disruption coming in. So I think,
30:40
Speaker 3: you know, in the next two to three years, the
30:42
Speaker 3: baseline expectation will be, you know, experience drops below threshold, right,
30:47
Speaker 3: the system response not next week in a cab meeting.
30:50
Speaker 3: But now and again, I don't know how many organizations
30:54
Speaker 3: are really kind of like that productive. You also see
30:56
Speaker 3: like probably the scope expand a little bit beyond the laptop,
31:02
Speaker 3: beyond the device, beyond the application in a kind of
31:04
Speaker 3: more serious way. We talked about meeting rooms, We talked
31:06
Speaker 3: about space utilization a little bit. We haven't talked about
31:10
Speaker 3: air quality for example, right, and like how important that
31:13
Speaker 3: is if I'm enticing someone to come back to the
31:15
Speaker 3: office five days a week, which doesn't talk much about
31:18
Speaker 3: onboarding journey, which is a perfect example of anyone satting
31:21
Speaker 3: on the x LA journey. So I think, like the
31:24
Speaker 3: whole total experience is going to be so important over
31:28
Speaker 3: the next two three years, and hopefully that maturity score
31:31
Speaker 3: will move from two point six to three point nine.
31:35
Speaker 3: Would be brilliant over the next couple of years. I
31:37
Speaker 3: am sure, you know, my friends with GUP and I
31:39
Speaker 3: would probably agree with that, But we still have a
31:41
Speaker 3: long way to go. That hence very tame answer. I
31:43
Speaker 3: don't think it will be, you know, us leaving on
31:46
Speaker 3: the moon right and catching forward. I think we've got
31:50
Speaker 3: some more core stuff to still build on.
31:54
Speaker 2: Yeah, I like that angle before we let you go, Patricia,
32:00
Speaker 2: maybe a word about Next Thing and unis this is
32:04
Speaker 2: emergent kind of partnership and where you see that going
32:07
Speaker 2: and who you would like maybe listening to a show
32:09
Speaker 2: to reach out and get in touch.
32:11
Speaker 3: Yeah, no, absolutely, Look, fantastic partnership. Units is the next
32:15
Speaker 3: thing over you know for a few years. We absolutely
32:20
Speaker 3: love being part of I guess the co creation. I
32:26
Speaker 3: love the fact that within the relationship we're able to
32:28
Speaker 3: provide feedback from our clients and and you know, provide
32:31
Speaker 3: feedback on how next Thing platform is evolving to to
32:35
Speaker 3: sev you know, our client base there and users. Some
32:38
Speaker 3: of our clients love just dipping their toes in in
32:41
Speaker 3: the basics and have the Xmo translator inside. Some of
32:44
Speaker 3: them actually love going in and digging in, right. So
32:47
Speaker 3: I love the fact that this partnership is certainly bidirectional
32:52
Speaker 3: and that we're able to co create provide feedback on improvements. Look,
32:58
Speaker 3: we have been doing the decks, Xmo experiences and service
33:02
Speaker 3: stuff for the last five years. Super passionate about it.
33:06
Speaker 3: It's not the only area of digital workplace here at UNISES,
33:08
Speaker 3: but it's certainly an area of continuous investment for us.
33:11
Speaker 3: We've been lucky enough to be acknowledged by Gardner as
33:15
Speaker 3: leaders in digital workplace, and I really truly believe that
33:17
Speaker 3: it's predominantly based on what we've done with the JWAL
33:20
Speaker 3: employee experience and how we're using partnerships like with next
33:23
Speaker 3: Thing to really drive that experience agenda forward and make
33:28
Speaker 3: a difference to our clients there and users help them
33:31
Speaker 3: drive their growth agenda, the employee sentiment and engagement agenda,
33:36
Speaker 3: and you know, in many cases also help them with
33:40
Speaker 3: cost savings in efficiency. So it's just serving you know,
33:43
Speaker 3: multiple objectives and it's certainly been a great partnership. So
33:47
Speaker 3: I would invite anyone who is either on that journey
33:51
Speaker 3: of dex or starting on that journey to come forward
33:55
Speaker 3: happy to you know, help them with maybe the beginning
34:00
Speaker 3: of that. I think it's interesting, you know how there's
34:03
Speaker 3: still so much perhaps apprehensiveness around oh yeah, what do
34:07
Speaker 3: you mean EXCELA? It's scary, right, And you can just
34:09
Speaker 3: start super small, super super small, with maybe a couple
34:12
Speaker 3: of excise experience indicators and build your first XLA with
34:16
Speaker 3: actually no hussle at all. You probably have all these
34:18
Speaker 3: data coming through various systems, right, and Yeah, I love
34:22
Speaker 3: the topic. I hope we evolve, I hope we move
34:24
Speaker 3: on digital maturity matrix, and I hope partnerships like this
34:27
Speaker 3: one will continue to help us drive the agenda and
34:29
Speaker 3: the evolution of decks.
34:32
Speaker 2: Patricia, I don't know anybody who speaks better on the
34:35
Speaker 2: on what I would call what you call total experience.
34:40
Speaker 2: It's been an absolute pleasure to have you on the
34:41
Speaker 2: show for the first time. Do come and see us again.
34:44
Speaker 3: Oh absolutely, We'll be very happy to tell you about
34:46
Speaker 3: all the evolution and all the developments. Thank you, Tom,
34:50
Speaker 3: Thank you so much.
34:53
Speaker 1: That's it for this week's Deck Show. We'll be back
34:55
Speaker 1: next week, and if you don't already, be sure to
34:57
Speaker 1: follow the show
34:58
Speaker 3: So you don't miss an episode until next time.