Latest / The DEX Show: A Show for IT Change Makers / The Analyst as Artist: Adoption, AI and the Future of DEX 🎭 (w/ Mrinal Rai)

Transcript

The Analyst as Artist: Adoption, AI and the Future of DEX 🎭 (w/ Mrinal Rai) · The DEX Show: A Show for IT Change Makers

• 0:01
  Speaker 1: Welcome it, change Makers to the deck Show with Tim
• 0:05
  Speaker 1: Flower and Tom McGrath. Let's get into it.
• 0:09
  Speaker 2: Hallo, change makers, Welcome back to the deck Show. I'm
• 0:12
  Speaker 2: Tom McGrath. I'm joined as ever by my main man,
• 0:14
  Speaker 2: Tim Flower. How are you doing, Tim.
• 0:16
  Speaker 3: Tom good? I hear you've been like me, traveling around
• 0:19
  Speaker 3: a little bit so curious to catch up on that.
• 0:21
  Speaker 3: We can we can, We can do that some other
• 0:23
  Speaker 3: time though, I hope it was a good triple halo.
• 0:26
  Speaker 2: I've been in Silicon Valley.
• 0:28
  Speaker 4: You know.
• 0:28
  Speaker 5: They wanted to pick my brains about if you okay,
• 0:31
  Speaker 5: you know they they flew me over, They asked me
• 0:33
  Speaker 5: some questions and some changes come in, some changes coming
• 0:37
  Speaker 5: at the West coast as a consequence. But more on
• 0:41
  Speaker 5: that a nonal listeners and of course being slightly sarcastic,
• 0:44
  Speaker 5: but speaking of the future, which it is a bit
• 0:48
  Speaker 5: like visiting the future when you got out west, Tim
• 0:50
  Speaker 5: from Okay.
• 0:53
  Speaker 6: We are joined today by absolutely one of our one
• 0:55
  Speaker 6: of our favorite analysts and if you will, futurists, Manal
• 0:59
  Speaker 6: or Tim and I have both been enjoying his work,
• 1:04
  Speaker 6: both is his analysis and his visual work, which is
• 1:07
  Speaker 6: I think rather a striking difference and he brings a really,
• 1:11
  Speaker 6: you know, really sharp perspective on how organizations can can
• 1:14
  Speaker 6: drive value through smarter digital transformation.
• 1:17
  Speaker 2: We're delighted to finally have members show man. Now, how
• 1:19
  Speaker 2: are you doing?
• 1:20
  Speaker 7: Thanks Tom, Hi Tim, Great to be here. I'm doing
• 1:23
  Speaker 7: good and it's great to be part of the DEX Show.
• 1:25
  Speaker 7: I've been listening to some of the episodes and they're
• 1:27
  Speaker 7: really interesting and really encouraging for the enterprise clients as
• 1:31
  Speaker 7: well as the folks I work with. I think they're
• 1:34
  Speaker 7: all fan of the DEX Show.
• 1:35
  Speaker 4: So great to love it.
• 1:36
  Speaker 2: Love it.
• 1:36
  Speaker 5: Mutual appreciation now, because you're absolutely one of our favorite analysts,
• 1:41
  Speaker 5: I would say one of the most creative analysts out
• 1:43
  Speaker 5: bet for it. First of all, for anyone not familiar
• 1:45
  Speaker 5: with your work, maybe give us a potted bio quick overview.
• 1:50
  Speaker 4: Sure. Thanks. My name is brunal right.
• 1:52
  Speaker 7: I am based in India and I have been a
• 1:55
  Speaker 7: thought leader and industry analyst for a long time. So
• 1:58
  Speaker 7: I was part of Information Services Group for the last
• 2:01
  Speaker 7: twelve years. I was tracking digital workplace services and user
• 2:04
  Speaker 7: computing and I like talking exploring these technologies. We tend
• 2:10
  Speaker 7: user computing, digital workplace, unified communication, collaboration, enterpress collaboration, and
• 2:15
  Speaker 7: I recently joined an organization called Pomeroy where I work
• 2:18
  Speaker 7: as an executive Client advisor, where I work with the
• 2:21
  Speaker 7: clients understand their key pain points with respect to workplace
• 2:24
  Speaker 7: and it estate and help them overcome these challenges and
• 2:29
  Speaker 7: help OMRA develop solutions to address these client issues.
• 2:33
  Speaker 2: Fab And as anyone who knows just work knows, you bring.
• 2:36
  Speaker 5: A little artistic flair to your to your to your
• 2:39
  Speaker 5: industry analysis to almost everything you do right, and you're
• 2:42
  Speaker 5: an award winning artist as well.
• 2:44
  Speaker 3: We read so I attle.
• 2:45
  Speaker 2: Bit about that side of your of your work and your.
• 2:47
  Speaker 4: Life, and yeah, yeah, so so.
• 2:50
  Speaker 7: I'm also a graphic novelist and a comic book writer,
• 2:52
  Speaker 7: and I've also written few novels and some comic books.
• 2:56
  Speaker 7: I was chosen as the best artist or best card
• 3:00
  Speaker 7: unist in India by Fandom Awards for Indian Comics. And
• 3:05
  Speaker 7: I do write. I do create those comic books based
• 3:08
  Speaker 7: on Indian history and scriptures and also about some favorite
• 3:12
  Speaker 7: genres like horror, crime, the mystery. And I'm actually writing
• 3:16
  Speaker 7: a book right now which actually relates the Ai revolution
• 3:20
  Speaker 7: that we are seeing and how can we foresee a
• 3:22
  Speaker 7: futuristic vision where robots are actually taken over. They've messed
• 3:26
  Speaker 7: up everything and now the world is coping up. So
• 3:30
  Speaker 7: that's something it works so morale.
• 3:32
  Speaker 3: It's always great to connect with with like minded folks
• 3:36
  Speaker 3: IT pros who share the passion for a specific discipline.
• 3:41
  Speaker 3: How did you come to specialize in this or how
• 3:43
  Speaker 3: did you kind of uncover that passion for digital employee
• 3:46
  Speaker 3: experience specifically?
• 3:49
  Speaker 7: Sure, Tim, So, So I've been covering this space for
• 3:51
  Speaker 7: digital workplace for last twelve years or more. I think
• 3:55
  Speaker 7: I'm still part of a thought leadership team here. I'm
• 3:57
  Speaker 7: part of many editor editorial teams for many websites which
• 4:01
  Speaker 7: write about write articles about workplace, unified communication and collaboration.
• 4:06
  Speaker 7: So when I started my research on this, I was
• 4:08
  Speaker 7: actually uh comparing these service providers, global system integrators and
• 4:13
  Speaker 7: managed service providers who provide these services.
• 4:16
  Speaker 4: And that's when I came.
• 4:18
  Speaker 7: To know that initially there was a lot of focus
• 4:21
  Speaker 7: on automation analytics coming from these telemetary tools.
• 4:24
  Speaker 4: And that's how I got introduced to the DEX tools.
• 4:26
  Speaker 7: And when I two two three years ago, when I
• 4:29
  Speaker 7: actually started looking at this market, I actually worked on
• 4:32
  Speaker 7: my own when a comparison of the deck space, and
• 4:35
  Speaker 7: I actually forced foresee that at that time that the
• 4:39
  Speaker 7: DEX solutions have a larger scope. It's not just about
• 4:41
  Speaker 7: telemetry and it's not just about devices. And when I
• 4:45
  Speaker 7: used to foresee the digital workplace of the future or
• 4:48
  Speaker 7: the workplace technology ecosystem, I could foresee as a personal
• 4:51
  Speaker 7: digital assistant or secretary. I'm talking five six years ago,
• 4:55
  Speaker 7: and I think the foundational step for that future was
• 4:59
  Speaker 7: to have the analogy that comes from DEX tools.
• 5:01
  Speaker 4: So that's how I got.
• 5:02
  Speaker 7: Interested in these tools, and that's how I started tracking
• 5:06
  Speaker 7: maybe next thing many of the competitors in this space,
• 5:09
  Speaker 7: and that's how I'm always intrigued by how this space
• 5:12
  Speaker 7: has evolved. It's not just about devices and telemetry anymore.
• 5:15
  Speaker 7: It covers many more aspects. It covers more than devices
• 5:21
  Speaker 7: now and it's becoming a strategic area for those enterprise
• 5:27
  Speaker 7: clients and service providers who want to bring the transformation
• 5:30
  Speaker 7: in the technology ecosystem. So that's how it started.
• 5:33
  Speaker 3: That's cool. You know you've got like Tom said, we
• 5:36
  Speaker 3: follow your work. You've got a cool post up on LinkedIn.
• 5:39
  Speaker 3: About a month ago, the cartoon track and Field event
• 5:43
  Speaker 3: with all the decks, the decks runners lined up at
• 5:45
  Speaker 3: the starting line obviously, next thing there prominently. You know,
• 5:50
  Speaker 3: we've spent a long time or a lot of time
• 5:52
  Speaker 3: looking at this year's Magic Quadrant from Gartner here, next thing.
• 5:57
  Speaker 3: But what stood out to you the most? Was it
• 5:59
  Speaker 3: the the vendor placements, or the evaluation criteria or the
• 6:03
  Speaker 3: scores themselves? What intrigued you about that report?
• 6:07
  Speaker 7: I think what intrigued me was actually how the space
• 6:11
  Speaker 7: has evolved. So since I'm not associated with any research
• 6:15
  Speaker 7: firm right now, so I can actually give my commentary
• 6:17
  Speaker 7: about a Magic Quadrant my Gartner, and it was a
• 6:20
  Speaker 7: very well written report and I through this platform. I
• 6:22
  Speaker 7: would again like to congratulate the analyst who wrote that report,
• 6:26
  Speaker 7: and it's a very great analysis about the market.
• 6:29
  Speaker 4: What intrigued med Tiam.
• 6:30
  Speaker 7: Was how, as I said, how the market has evolved
• 6:32
  Speaker 7: beyond devices and everything. So interestingly, it's not just about
• 6:37
  Speaker 7: AI because every DEX vendor talks about Hey, they're bringing
• 6:41
  Speaker 7: it in one way or another.
• 6:43
  Speaker 4: When I did my twenty twenty five predictions for.
• 6:45
  Speaker 7: Digital Workplace, I wrote that this will be the year
• 6:47
  Speaker 7: of DEX plus plus, So it's not just about DEX.
• 6:50
  Speaker 7: How what can you do in addition to DEX, Like
• 6:52
  Speaker 7: you have a DEX solution find but how can you
• 6:54
  Speaker 7: integrate that to bring the more business value R business outcomes,
• 6:58
  Speaker 7: integrating with other enterprise basins, those functions, b HR beat
• 7:01
  Speaker 7: other horizontal business areas, and how can you integrate the
• 7:05
  Speaker 7: insights from these solutions to bring the real business outcome.
• 7:08
  Speaker 7: Unified communication again is a very important aspect. It's not
• 7:11
  Speaker 7: about not just about monetory, but also bringing in the
• 7:14
  Speaker 7: experienced flavor out of it.
• 7:16
  Speaker 4: And of course digital adoption platform.
• 7:18
  Speaker 7: I think that is a great space that we want
• 7:20
  Speaker 7: to look at that it's not just about technology but
• 7:22
  Speaker 7: how well it is adopted. So it was very intriguing
• 7:26
  Speaker 7: and very interesting for me that Dardner looked at all
• 7:28
  Speaker 7: these areas and that's why I really like the report.
• 7:30
  Speaker 7: I gave a quick review. I completely agree with the
• 7:33
  Speaker 7: vendor analysis, and this market is evolving and we will
• 7:38
  Speaker 7: see I foresee some more mergencs and acquisitions in this space.
• 7:42
  Speaker 7: As I wrote in my article, Yeah.
• 7:45
  Speaker 3: I agree with that. Consolidation is always a part of
• 7:47
  Speaker 3: the technology industry. It will be interesting to see where
• 7:51
  Speaker 3: that goes. You've been highlighting and one of the important
• 7:54
  Speaker 3: things about next think or the intriguing things for me
• 7:56
  Speaker 3: about next thinc is with our scope and scale, well,
• 8:00
  Speaker 3: we can continue to innovate and broaden that definition of
• 8:03
  Speaker 3: what DEXs is and what can you do beyond just
• 8:06
  Speaker 3: the analytics, and we've been doing that for decades now.
• 8:10
  Speaker 3: What we've recently done is added that the ability to
• 8:14
  Speaker 3: do digital adoption right the platform. You've been consistently highlighting
• 8:20
  Speaker 3: the importance of bridging the disciplines of decks and DAPs.
• 8:23
  Speaker 3: Why is that important to you? What do you what
• 8:25
  Speaker 3: does it actually look like for an enterprise trying to
• 8:27
  Speaker 3: make that connection.
• 8:29
  Speaker 7: So I think in my work with enterprise clients and
• 8:32
  Speaker 7: technology vendors, we have to understand that after at the
• 8:35
  Speaker 7: end of the day, we are dealing with humans. It's
• 8:37
  Speaker 7: not just about technology. So whatever you implement, it has
• 8:40
  Speaker 7: to get used, it has to get adopted. Digital workplace
• 8:44
  Speaker 7: is an area where every technology that has come in
• 8:46
  Speaker 7: the consumer world eventually found its place in the workplace.
• 8:50
  Speaker 7: I started with end user computing, mobile device management and
• 8:53
  Speaker 7: use unified endpoint management virtual desktops. So as mobile devices
• 8:58
  Speaker 7: became a part of a common common person's daily life,
• 9:01
  Speaker 7: it didn't until that happened, enterprises didn't have to worry
• 9:04
  Speaker 7: about m d M or UEM. So you have to
• 9:07
  Speaker 7: make sure that your technologies are actually adopted accepted by
• 9:10
  Speaker 7: the enterprise to actually bring in that change. As I
• 9:13
  Speaker 7: see today working with the clients, many AI projects, so
• 9:16
  Speaker 7: many transformation projects fail just because they don't plan the.
• 9:19
  Speaker 4: Adoption part properly.
• 9:21
  Speaker 7: That's why providing a technology and how well the users
• 9:24
  Speaker 7: are using it, these are two different things, and that
• 9:27
  Speaker 7: can actually screw up the entire project if it is
• 9:30
  Speaker 7: not adopted well. That's why digital adoption becomes a very
• 9:33
  Speaker 7: integral part, particularly with workplace because at the end of
• 9:36
  Speaker 7: the day, you're dealing with employee experience, and employees are humans,
• 9:39
  Speaker 7: so and humans do take their own time to adopt
• 9:42
  Speaker 7: those solutions. So I think that is an increasing increasingly
• 9:46
  Speaker 7: important aspect to look at when you consider employe experience
• 9:49
  Speaker 7: through technology.
• 9:52
  Speaker 5: Really well said, and I was gonna say, I love
• 9:55
  Speaker 5: tearing to the magic quadrant as well, and shats hats
• 10:00
  Speaker 5: friends a gardener for another phenomenal report. We keep meaning
• 10:03
  Speaker 5: to cover it in a bit more detail, So it's
• 10:04
  Speaker 5: nice to nice to kind of explore that a bit
• 10:07
  Speaker 5: with you. Murner but let's talk about AI. Well, I
• 10:11
  Speaker 5: should just add listeners can find the report in the
• 10:14
  Speaker 5: show notes. They can download verion copy free of charge
• 10:17
  Speaker 5: right now, So go and do that, won't you while
• 10:19
  Speaker 5: you listen? But as AI becomes more embedded in DEX platforms,
• 10:24
  Speaker 5: how do you see it transforming the way that it
• 10:28
  Speaker 5: delivers support and value to businesses?
• 10:32
  Speaker 4: Sure?
• 10:32
  Speaker 7: So when I worked with the clients, mostly the focus
• 10:36
  Speaker 7: was initially on automation. Right I'm doing patch management, I'm
• 10:39
  Speaker 7: doing device management. How can I automate those things? So,
• 10:42
  Speaker 7: of course AI has a lot of scope to automate
• 10:44
  Speaker 7: most of these parts. But the scope of AI is
• 10:47
  Speaker 7: much beyond that, you know, I foresee more focus on contextualization.
• 10:52
  Speaker 7: It's not just about how well how well the device
• 10:56
  Speaker 7: is being used and the telemetry that is coming in,
• 10:59
  Speaker 7: but using on the user, their profile, the work that
• 11:02
  Speaker 7: they do, how it relates to other things that they do,
• 11:04
  Speaker 7: and collecting information from multiple sources, making that judgment based
• 11:09
  Speaker 7: on the user persona user profile, their work areas. I
• 11:13
  Speaker 7: think that's where a lot of focus can be given
• 11:16
  Speaker 7: using AI. There are areas like knowledge management, sentiment analysis,
• 11:20
  Speaker 7: and a lot of things that we can do with
• 11:22
  Speaker 7: artificial intelligence. Right now, the focus is only on automating
• 11:25
  Speaker 7: what already is is is done through workflow charts or something.
• 11:31
  Speaker 7: But if you use a properly we can if we
• 11:33
  Speaker 7: can implement that in additional areas like understanding the users
• 11:38
  Speaker 7: sentiments and employee experience and expanding on that. For example,
• 11:42
  Speaker 7: even if if I'm using Microsoft Teams, for example, and
• 11:45
  Speaker 7: I want to raise the request on my I would
• 11:48
  Speaker 7: just want to type in that what is my facation balance.
• 11:52
  Speaker 7: I don't want to tell which HR system I'm using.
• 11:54
  Speaker 7: I don't want I want, I don't want to bother
• 11:56
  Speaker 7: on all of all of those things. But the AI
• 11:58
  Speaker 7: can be contextual. They know who am I, what is
• 12:02
  Speaker 7: my leave balance? They can use go to the HR system.
• 12:04
  Speaker 7: They can also know if what are the projects that
• 12:08
  Speaker 7: I'm working on? If I want to take leave on
• 12:09
  Speaker 7: a particular day, the system can actually go back and
• 12:12
  Speaker 7: say that there is a scheduled project delivery at that time,
• 12:15
  Speaker 7: so maybe.
• 12:17
  Speaker 4: It's not advisable to take a leave.
• 12:18
  Speaker 7: So you understand the focus of being a true digital
• 12:23
  Speaker 7: assistant is what the AI can build in. Unfortunately, many
• 12:26
  Speaker 7: organizations that I'm still at the first stage of automating
• 12:30
  Speaker 7: patch management kind of work with AI, but it has
• 12:33
  Speaker 7: a lot of scope with it support and enhancing employee experience.
• 12:37
  Speaker 3: And this may just be asking you to expand a
• 12:40
  Speaker 3: little bit on that thought, but you know, AI, like
• 12:44
  Speaker 3: you said, it's kind of table stakes. Now. It's been
• 12:46
  Speaker 3: around for literally for decades. The next thing's roots go
• 12:50
  Speaker 3: back to an AI institute and a postgraduate study and
• 12:53
  Speaker 3: we've been doing it for literally more than twenty years.
• 12:56
  Speaker 3: But automation has been around even longer. Where do you
• 13:00
  Speaker 3: think AI is starting to add the most value in
• 13:04
  Speaker 3: the deak space? Is it decision making? Is it accessibility?
• 13:08
  Speaker 3: Is it actually creating intelligent automation versus just scripted? Is
• 13:13
  Speaker 3: it building trust with then users? What do you think
• 13:15
  Speaker 3: the AI really has the most value in the desk space?
• 13:19
  Speaker 7: I think all the areas that you mentioned, but I
• 13:21
  Speaker 7: think the more value is coming from orchestration. Every tool
• 13:25
  Speaker 7: has an AI agent right now, and the challenge that
• 13:28
  Speaker 7: clients are facing is how can I make value out
• 13:30
  Speaker 7: of the insights coming from these disparate tools. To have
• 13:34
  Speaker 7: an orchestration layer to collect all that information from these
• 13:38
  Speaker 7: desparate tools making a sense out of it, and with
• 13:41
  Speaker 7: agent AI, I think that's a great advancement in technologies
• 13:45
  Speaker 7: and how you can free up most of the resources
• 13:47
  Speaker 7: to take out the mundane task. I still work with
• 13:50
  Speaker 7: the organizations that have humans dealing with patch management kind
• 13:54
  Speaker 7: of work or group user policies and looking at all
• 13:58
  Speaker 7: those dashboards and how to make sense of it. All
• 14:00
  Speaker 7: of these can be automated, so I think consolidating all
• 14:03
  Speaker 7: of these things improve decision making for IT admins and
• 14:06
  Speaker 7: of course enhance the employee experience of IT. So it
• 14:09
  Speaker 7: has a lot of scope. Depends on the organization's appetite
• 14:12
  Speaker 7: for improving in terms of adoption and change management. There's
• 14:16
  Speaker 7: a lot of scope that I can provide for enhancing
• 14:20
  Speaker 7: the employe experience.
• 14:22
  Speaker 3: And one of the biggest problems that I've seen, and
• 14:25
  Speaker 3: folks that are regular listeners who are following me online,
• 14:28
  Speaker 3: you know that I've traveled thirteen out of the last
• 14:32
  Speaker 3: twenty six weeks, so basically fifty percent of my job
• 14:34
  Speaker 3: has been living out of a suitcase. But I'm talking
• 14:37
  Speaker 3: to executives all over the world, and the one common
• 14:39
  Speaker 3: theme that I can say without question from everybody is
• 14:43
  Speaker 3: the concern about adoption and especially adoption of AI itself.
• 14:49
  Speaker 3: And I think it's interesting to use AI to help
• 14:53
  Speaker 3: with that adoption problem. And you recently explored AI's evolving
• 14:58
  Speaker 3: role in digital adoption platforms. The most exciting use case
• 15:02
  Speaker 3: you're seeing emerged beyond just the standard walkthroughs and tooltips.
• 15:07
  Speaker 7: Imagine a digital adoption solution or platform that can that
• 15:11
  Speaker 7: knows that you are stuck before you get stuck, so
• 15:14
  Speaker 7: it can maybe thinking on those lines like you imagine
• 15:17
  Speaker 7: adapt that knows where that you're going to get stuck
• 15:20
  Speaker 7: when that understands your role, your task, your deadlines, and
• 15:24
  Speaker 7: maybe perhaps even your sentiment. So I think that is
• 15:27
  Speaker 7: a great area that now that that digital adoption platforms
• 15:30
  Speaker 7: can focus on. And this will be coming very soon
• 15:33
  Speaker 7: because we we are in a we live in an era.
• 15:36
  Speaker 7: Tim and Tom that AI as my right. You said
• 15:41
  Speaker 7: that AI is the like the future interface. You may
• 15:44
  Speaker 7: not be working with so many applications. You may be
• 15:47
  Speaker 7: just interacting with one AI interface and what goes in
• 15:50
  Speaker 7: the background, what gets encapsulated for the user doesn't matter
• 15:53
  Speaker 7: because if you want something, they may be the system
• 15:56
  Speaker 7: may be interacting with multiple files and multiple exit spreadsheets,
• 16:00
  Speaker 7: a PowerPoint to collect to get you the data. But
• 16:03
  Speaker 7: to understand that how users are feeling where they're going
• 16:06
  Speaker 7: to get stuck and making sure that the users know
• 16:09
  Speaker 7: how to use these new technologies. It's all about it's
• 16:12
  Speaker 7: not just about prompt engineering, but also making sure that
• 16:15
  Speaker 7: that the AI features that get used by every interpret
• 16:19
  Speaker 7: and every tool right now, the user has that uh
• 16:22
  Speaker 7: that's steep as the quick learning path to get to
• 16:25
  Speaker 7: know to work with these tools better, like the making
• 16:30
  Speaker 7: sure that the adapt to understands that the going uh
• 16:35
  Speaker 7: that you're going to get stuck at a particular step
• 16:38
  Speaker 7: it needs to it is to preempt that and inform
• 16:41
  Speaker 7: the user and make sure that they are aware of
• 16:43
  Speaker 7: all the possible steps of actions that they can take.
• 16:47
  Speaker 7: So I think more proactive approach within AI is very
• 16:51
  Speaker 7: useful for the digital adoption solution. I think that's where
• 16:54
  Speaker 7: most of these vendors will be focusing on because earlier
• 16:57
  Speaker 7: I remember DAP was more about there's a tool, there
• 16:59
  Speaker 7: are features it can on the screen. It will guide
• 17:02
  Speaker 7: you that how if you click on this feature, what's
• 17:04
  Speaker 7: going to happen. But with interface becoming more AI focused,
• 17:08
  Speaker 7: it will be just one interface you don't have to
• 17:10
  Speaker 7: click too much. So making sure that what you're doing
• 17:12
  Speaker 7: and how well you do it, the system should be
• 17:14
  Speaker 7: able to guide you on that. And that's an interesting
• 17:16
  Speaker 7: space to look out for. I know it's not there
• 17:19
  Speaker 7: right now, but that's the future that we can all
• 17:21
  Speaker 7: get prepared for.
• 17:23
  Speaker 5: Absolutely. And another area where I think what you write
• 17:27
  Speaker 5: about and your perspective really complements some topics and themes
• 17:31
  Speaker 5: that we've been looking into on the show this year.
• 17:34
  Speaker 5: It is that cross functional collaboration piece between HR and IT.
• 17:39
  Speaker 5: I mean, why do you think that dex beyond IT
• 17:41
  Speaker 5: conversation has become so important right now?
• 17:45
  Speaker 7: As I say, because when I was part of end
• 17:47
  Speaker 7: user Computing's research organization, we learned that clients when when
• 17:53
  Speaker 7: they're not focusing only on the end user computing space.
• 17:57
  Speaker 7: I think digital workplace is an area that cuts across
• 18:00
  Speaker 7: with IT infrastructure and front facing employee and customer experience.
• 18:03
  Speaker 7: So both the back end IT and the front end
• 18:06
  Speaker 7: applications get they connect at the end user computing space.
• 18:10
  Speaker 7: So if you want to bring in a real business
• 18:12
  Speaker 7: transformation through digital workplace, it has to connect with other
• 18:16
  Speaker 7: business functions. So it's not just about otherwise. It's like
• 18:20
  Speaker 7: somebody the I T team is doing a great job.
• 18:22
  Speaker 7: They may get recognized or they may not, but you
• 18:24
  Speaker 7: will not be able to give a real visible business
• 18:27
  Speaker 7: out benefit. And for example, we are working at here
• 18:31
  Speaker 7: at Pomora, we are working on a unified intelligence desk.
• 18:34
  Speaker 7: We're using only one interface you can get your issues
• 18:38
  Speaker 7: is all for HR, for marketing, for legal, for sales.
• 18:41
  Speaker 7: You reach out to the users where they are, if
• 18:44
  Speaker 7: they're working on teams or slack, use the same interface.
• 18:47
  Speaker 7: You reduce the context switching, but you make sure that
• 18:50
  Speaker 7: employees can get all of these things done without actually
• 18:55
  Speaker 7: interacting with different business functure and you don't have to
• 18:57
  Speaker 7: open say a DP or people's for different things or
• 19:01
  Speaker 7: for for any any payroll. You get everything done in
• 19:03
  Speaker 7: one on one place. That's what employ experience is. That's
• 19:07
  Speaker 7: that's what the technology backbone is. User cares about their experience.
• 19:11
  Speaker 7: They don't want to go through different application. I think
• 19:13
  Speaker 7: that's the area where we combine it with multiple function
• 19:17
  Speaker 7: and that's when when you talk to a vendor or
• 19:19
  Speaker 7: that's what that's the language even the clients understand, because
• 19:22
  Speaker 7: today when I talk to an enterprise client leader, a
• 19:25
  Speaker 7: business leader even then, don't don't start at page number
• 19:29
  Speaker 7: one or two of a user manual even they know
• 19:31
  Speaker 7: till page number ten. So every business leader knows technology
• 19:35
  Speaker 7: and every technology leader knows business. So it's important that
• 19:39
  Speaker 7: you target your solutions in such a way that you
• 19:41
  Speaker 7: cater to the requirement of both the audience.
• 19:45
  Speaker 5: One hundred percent And indeed is sort of connecting the
• 19:48
  Speaker 5: last two sort of subtopics. Your recent research at Homeroid
• 19:54
  Speaker 5: touches on empathy in AI. How can AI systems in
• 19:58
  Speaker 5: your you be designed to imp prove trust and emotional
• 20:02
  Speaker 5: experiences for employees, not just the productivity gains that we
• 20:07
  Speaker 5: here spoken about more often.
• 20:10
  Speaker 7: Yes, so when when we talk about empathy, I think
• 20:14
  Speaker 7: we should look at AI that responds with empathy. They
• 20:16
  Speaker 7: can adopt the tone, It learns your preferences that what
• 20:20
  Speaker 7: you like, what you dislike, and it can avoid especially
• 20:22
  Speaker 7: the cold scripts that system generates. And uh, I think
• 20:26
  Speaker 7: emotional intelligence is an area which can be next frontier
• 20:29
  Speaker 7: for artificial intelligence with respect to empathy.
• 20:31
  Speaker 4: UH.
• 20:32
  Speaker 7: An example that I just gave that if you provide
• 20:35
  Speaker 7: users solutions of where they are, like you meet the
• 20:38
  Speaker 7: users where they are instead of having them to use
• 20:40
  Speaker 7: a new tool. I think that's uh, that's a very
• 20:43
  Speaker 7: good example of how you being empathetic to the employees
• 20:46
  Speaker 7: that you understand that they don't have to scrawl to
• 20:48
  Speaker 7: multiple application to get their work done. So I think
• 20:51
  Speaker 7: with artificial intelligence you have all the potential to understand
• 20:54
  Speaker 7: the user tone make sure that you you right the way. Again,
• 20:59
  Speaker 7: the contextual AI piece becomes very important that you should
• 21:02
  Speaker 7: should know who the user is, what they're working on,
• 21:04
  Speaker 7: how big the deadline is, so it's not just about
• 21:07
  Speaker 7: the user and the persona your system should get connect
• 21:09
  Speaker 7: to your work management portal Beast Monday or Asana. You
• 21:13
  Speaker 7: know what they're working on with other deadlines. You should
• 21:15
  Speaker 7: know the emails. Being a Microsoft shop, you can get
• 21:20
  Speaker 7: insights from Outlook teams and all those things and get
• 21:24
  Speaker 7: what they're working on, who they're interacting with, what is
• 21:26
  Speaker 7: their schedule, And that's how you adapt to that user
• 21:30
  Speaker 7: behavior and their preferences.
• 21:31
  Speaker 4: I think that's where the empathy will bring in.
• 21:33
  Speaker 7: I think the a lot of work being done by
• 21:35
  Speaker 7: multiple solution vendors out there and clients would really appreciate
• 21:39
  Speaker 7: that great well.
• 21:41
  Speaker 5: And no, no, I want to just ran things off
• 21:44
  Speaker 5: with a couple of questions for you touch upon that
• 21:47
  Speaker 5: kind of the two sides of your creativity. And one
• 21:52
  Speaker 5: who inspires you both as an analyst and as an artist.
• 21:57
  Speaker 4: First of all, okay, that's a good question.
• 22:00
  Speaker 7: So when I started as an analyst role, I didn't
• 22:02
  Speaker 7: start as an industry analyst wing for so I was
• 22:04
  Speaker 7: working with xcel Pize understanding these concepts and comparing these vendors.
• 22:08
  Speaker 7: But I was reading articles by Brand Maiden and he's
• 22:12
  Speaker 7: the Although I have him connected through LinkedIn, I never
• 22:16
  Speaker 7: met him, but I do love what he writes. He
• 22:18
  Speaker 7: make the technology concepts so easy to understand because I
• 22:23
  Speaker 7: understood and user computing VDI M d M through his
• 22:26
  Speaker 7: articles when he used to write for tech Target now
• 22:28
  Speaker 7: is part of Citrics, but I still follow him. He's
• 22:31
  Speaker 7: the best on the stage and how he talks. They
• 22:33
  Speaker 7: are a multiple analyst in Gartner, Forrester, Everest who track
• 22:37
  Speaker 7: and use a computing space. I follow all of them.
• 22:39
  Speaker 7: And Brand Madden is not really an analyst, but he's
• 22:41
  Speaker 7: thought leader and that's why he inspires me as being
• 22:44
  Speaker 7: an analyst being an artist. There are multiple folks out there.
• 22:48
  Speaker 7: I can't name one because I didn't learn it. I
• 22:50
  Speaker 7: just I was just doing it since I don't even remember.
• 22:53
  Speaker 7: But yeah, there are Jim Lee, I like his work
• 22:56
  Speaker 7: for at a lot of the comic books that he did,
• 22:59
  Speaker 7: he does and there are just many, so yeah, multiple folks, winspy.
• 23:04
  Speaker 5: This is the last two sided questions, so to speak,
• 23:07
  Speaker 5: which is where can people find your graphic novels?
• 23:09
  Speaker 7: So the title name, if I the name is like
• 23:12
  Speaker 7: the latest one was released in September. Its name is BRIGU.
• 23:15
  Speaker 7: It's available on Amazon. It's b h R I g U.
• 23:19
  Speaker 7: You can find on Amazon, good Reads, Bands and Nobles
• 23:22
  Speaker 7: and all the major detail stores. There are a couple
• 23:25
  Speaker 7: of other graphic novels out there if you just click
• 23:28
  Speaker 7: on my name you will get them on Amazon.
• 23:31
  Speaker 4: So a couple of books out there, but that's the
• 23:33
  Speaker 4: latest one, so you can search from.
• 23:35
  Speaker 5: Them superb superber and and links in the show notes
• 23:39
  Speaker 5: to those to that.
• 23:40
  Speaker 2: Work as well as one of those amazing analysis.
• 23:43
  Speaker 5: And h and also as mentioned already, we got a
• 23:47
  Speaker 5: magic Quaterant history download now if you haven't already. It's
• 23:51
  Speaker 5: a fantastic real congratulations to our friends with Gartner. It
• 23:55
  Speaker 5: really is a phenomenal installment of what is now BMQX series.
• 24:01
  Speaker 3: And on someday we'll figure out how to get Dan
• 24:03
  Speaker 3: Wilson onto the show right.
• 24:05
  Speaker 2: It's impossible. It's impossible, and we love you.
• 24:08
  Speaker 5: We'd love to shout out to you anyway. Absolutely, I'm
• 24:13
  Speaker 5: not absolute pleasure to have you on man join us
• 24:16
  Speaker 5: to get away?
• 24:16
  Speaker 4: Sure? Sure, thanks, Friends day, thank you. Thanks.
• 24:20
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