Latest / The DEX Show: A Show for IT Change Makers / Creative DEX at Qualcomm: Scaling Innovation with Nexthink (w/ Christopher Ord & Seth White)

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Creative DEX at Qualcomm: Scaling Innovation with Nexthink (w/ Christopher Ord & Seth White) · 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.
• 0:10
  Speaker 2: I did say we were not going to be talking
• 0:12
  Speaker 2: about football for much longer, and I'm going to keep
• 0:17
  Speaker 2: to my promise everybody, no more football conversations, despite the
• 0:20
  Speaker 2: fact I've got an English and an American guest today,
• 0:26
  Speaker 2: moving on, moving on after our football season on the
• 0:29
  Speaker 2: show listen. I want to thank everybody who is able
• 0:33
  Speaker 2: to attend the AMA over on our subreddit the other
• 0:38
  Speaker 2: week featuring Leslie Beavers from formerly a former CIO of
• 0:44
  Speaker 2: the Department of Defense. It was a really phenomenal event.
• 0:47
  Speaker 2: We know we had two two and a half thousand
• 0:49
  Speaker 2: people tune in for it live. If you haven't seen it,
• 0:53
  Speaker 2: if you haven't caught up with it, do hop over
• 0:55
  Speaker 2: and take a look. There'll be a link in the
• 0:57
  Speaker 2: show notes. And it gives me a great pleasure to
• 1:00
  Speaker 2: turn outs. We're going to be doing another one another
• 1:03
  Speaker 2: if you will, Deck Show hosted ama over on the
• 1:06
  Speaker 2: new Next Think subreddit. This one we're gonna actually the
• 1:11
  Speaker 2: star of it. We're going to meet in one second.
• 1:13
  Speaker 2: He's one of our guests, one of our aforementioned guests today,
• 1:17
  Speaker 2: but just a word about the AMA.
• 1:20
  Speaker 3: We we've caught it.
• 1:20
  Speaker 2: It's a creative dex ama beyond the service desk. We
• 1:24
  Speaker 2: want people to think of it a bit of an
• 1:25
  Speaker 2: open workshop, a bit of an AMA. So it features
• 1:29
  Speaker 2: Christopher Ord, remote it engineer, senior staff for Qualcom. We're
• 1:33
  Speaker 2: gonna say Hiday Christopher in the second and he's going
• 1:36
  Speaker 2: to be answering questions about Qualcom. You're going to get
• 1:39
  Speaker 2: some inspiration for the very very innovative things Qualcom is
• 1:44
  Speaker 2: doing with dex right here. Momentarily it's going to be
• 1:47
  Speaker 2: a chance to delve into those in a bit more detail.
• 1:50
  Speaker 2: But we'd love other people to bring their own inventive
• 1:53
  Speaker 2: next thing. Dex use cases, ideas, problems, challenges to the
• 2:00
  Speaker 2: event as well. It takes place, I should say Wednesday,
• 2:02
  Speaker 2: the twenty second, so that's this week is at four
• 2:05
  Speaker 2: pm EESD.
• 2:06
  Speaker 3: You can register and set.
• 2:08
  Speaker 2: Your reminder by following the link in the show notes
• 2:12
  Speaker 2: and we look forward to seeing you there. We've loved
• 2:14
  Speaker 2: doing these, We've loved seeing so many people turn up.
• 2:16
  Speaker 2: We've loved seeing people interact with subreddit and give it
• 2:20
  Speaker 2: a subscribe, and we really really appreciate it. On with
• 2:24
  Speaker 2: the show and let's welcome him first time guest to
• 2:28
  Speaker 2: the Deck Show. Chris, Welcome, Welcome to the deck Show.
• 2:32
  Speaker 2: So it's great to see you, Thank you.
• 2:33
  Speaker 4: I'm really excited to be here and to talk about
• 2:36
  Speaker 4: my experience with the next MANK and our partners and
• 2:40
  Speaker 4: answer any questions anybody has.
• 2:42
  Speaker 2: Superb We've got. We've got a really great discussion plan today.
• 2:45
  Speaker 2: Chris can't wait to dove into it, and let's welcome
• 2:48
  Speaker 2: as a part of that discussion our second guest today,
• 2:51
  Speaker 2: my fellow Englishman, my fellow heartbroken Englishman. You might even
• 2:55
  Speaker 2: go so far as to say, and a returny guest
• 2:58
  Speaker 2: to the Deck Show's White, co founder and CEO of
• 3:02
  Speaker 2: the Lips, it's deft. Great to see you back on mishere, Hoy,
• 3:04
  Speaker 2: you doing.
• 3:04
  Speaker 3: It, doing great. It's been a tough week for the Brits,
• 3:08
  Speaker 3: of course, especially the English. I be an absolute pledge
• 3:11
  Speaker 3: to be back here to talk all things decks and
• 3:14
  Speaker 3: to see what we can what fun topics we can
• 3:16
  Speaker 3: dive into today.
• 3:20
  Speaker 2: I am excited, gentlemen. So so Chris. Let's start with
• 3:23
  Speaker 2: a bit of a guided tour, as it were, of
• 3:26
  Speaker 2: Decks at Qualcom right, covering the scale of the deployment
• 3:29
  Speaker 2: which has always been quite notable, and the fundamentals that
• 3:33
  Speaker 2: you have there in terms of proactive it as it's
• 3:36
  Speaker 2: deployed in twenty twenty six.
• 3:38
  Speaker 3: At Qualcom, Yeah, absolutely.
• 3:42
  Speaker 4: Qualcom's been a next in customer for nearly six years now.
• 3:46
  Speaker 4: The unique thing about quock COM's implementation is their original
• 3:52
  Speaker 4: purchase use case was unusual in that the engage functionality
• 3:57
  Speaker 4: was one of the primary reasons that we purchased the product.
• 4:01
  Speaker 4: The ability to reach out to the end users and
• 4:04
  Speaker 4: communicate with them in such a quick and immediate way
• 4:10
  Speaker 4: and to solicit feedback has been extremely valuable here. So
• 4:14
  Speaker 4: that's been one of the the strongest themes here at
• 4:19
  Speaker 4: Qualcomm is the use of that tool in terms of
• 4:24
  Speaker 4: scope and scale. Initially, we have sort of two fleets
• 4:28
  Speaker 4: at Qualcomm. We have our primary laptop fleet that all
• 4:31
  Speaker 4: of our employees use for productivity. That's about fifty thousand strong,
• 4:36
  Speaker 4: and initially that's what our deployment was limited to. But
• 4:39
  Speaker 4: we saw the value of the product, you know, as
• 4:42
  Speaker 4: we deployed it out to those and so within a
• 4:44
  Speaker 4: couple of years we expanded to our full fleet. So
• 4:46
  Speaker 4: our entire lab fleet is also covered so we're we're
• 4:49
  Speaker 4: hovering around one hundred and fifteen thousand end points currently.
• 4:54
  Speaker 4: In terms of our use cases, I mean, the strongest one,
• 4:58
  Speaker 4: of course is our campaign functiontionality. We use it to
• 5:01
  Speaker 4: notify users of downtime, solicit feedback on rollouts. I mean,
• 5:04
  Speaker 4: one of our strongness has been our Customer zero project,
• 5:10
  Speaker 4: where we rolled our own snap Dragon laptops out to
• 5:12
  Speaker 4: our employees as Customer zero and used that tool extensively
• 5:17
  Speaker 4: to solicit feedback on what their experience was with the laptops.
• 5:22
  Speaker 4: We've used it extensively for you know, firefighting, when large
• 5:25
  Speaker 4: issues come up. You know, when we get something reported,
• 5:27
  Speaker 4: we can find the scale of it and next thing
• 5:30
  Speaker 4: far faster than we can waiting for tickets or employee reports.
• 5:34
  Speaker 4: We can use it to proactively identify issues we see.
• 5:37
  Speaker 4: Start to see blue screens creeping up or boot times
• 5:39
  Speaker 4: creeping up, we can immediately dig into those issues and
• 5:43
  Speaker 4: try to resolve them before the tickets come in. And
• 5:47
  Speaker 4: lately we've really been ramping up our use of flow
• 5:51
  Speaker 4: with the help of the Ellipses team, who has really
• 5:53
  Speaker 4: accelerated our proactive progress here to start building in proactive
• 5:59
  Speaker 4: or mediation work flows. Where if we're detecting crashes with
• 6:02
  Speaker 4: Teams or Outlook or some other application, we can reach
• 6:05
  Speaker 4: out to the employee proactively and remediate the issue without
• 6:10
  Speaker 4: them even having to reach out to our service desk.
• 6:11
  Speaker 4: And so it's been very helpful for those types of
• 6:13
  Speaker 4: use cases, reducing our ticket load and just making it
• 6:18
  Speaker 4: a better experience for our employees.
• 6:22
  Speaker 2: Fascinating. One of the best known examples from Qualcom's Next
• 6:26
  Speaker 2: Big Journey is the Customer Zero snap Dragon program, which
• 6:30
  Speaker 2: many listeners may already have seen, presented, experience, or read about.
• 6:35
  Speaker 2: Could you just walk us through how next thing supported
• 6:39
  Speaker 2: that initiative, what you've learned from it, and how those
• 6:42
  Speaker 2: lessons continue to influence the way you use decks today.
• 6:47
  Speaker 3: Yeah.
• 6:48
  Speaker 4: Absolutely, It's been actually a very exciting project and a
• 6:52
  Speaker 4: great use of the platform. So for those who aren't familiar,
• 6:57
  Speaker 4: Qualcom develops the snap Dragon processors. Most of you have
• 7:01
  Speaker 4: these if you have any sort of an Android phone,
• 7:03
  Speaker 4: and if you don't, you probably have our modems in
• 7:05
  Speaker 4: your iPhones. But we took all of the lessons learned
• 7:09
  Speaker 4: from the snap Dragon phone development and applied it into
• 7:12
  Speaker 4: developing processors for laptops with the idea of all day
• 7:17
  Speaker 4: battery life becoming an actual reality as opposed to just
• 7:21
  Speaker 4: a marketing talking point. And so with the advent of
• 7:28
  Speaker 4: the ex Elite processors coming out I think about two
• 7:31
  Speaker 4: years ago now, we of course wanted to roll it
• 7:34
  Speaker 4: out to our own employees first to test them in
• 7:36
  Speaker 4: our environment, and as we rolled them out in successively
• 7:42
  Speaker 4: larger waves, just like you would any change management project,
• 7:45
  Speaker 4: we used next thing to monitor the experience both quantitatively
• 7:49
  Speaker 4: of the users that are on those laptops versus the
• 7:52
  Speaker 4: users that were on the then current xaty six platform.
• 7:57
  Speaker 4: So we were able to compare those two against each
• 7:59
  Speaker 4: other directly to see how the change was affecting them
• 8:02
  Speaker 4: quantitatively in their daily experience. But we also use the
• 8:06
  Speaker 4: engage functionality to query them on their qualitative experience to
• 8:11
  Speaker 4: get the sentiment from them on users of the X
• 8:14
  Speaker 4: sixty four x eighty six type laptops, which at the
• 8:18
  Speaker 4: time was a Rizon model, and then our Excellite laptops directly,
• 8:24
  Speaker 4: and so we would we sent the same campaign with
• 8:28
  Speaker 4: just slightly different wording, but with no notification that we're
• 8:31
  Speaker 4: using it for any comparison basis. We sent the same
• 8:33
  Speaker 4: campaign to both groups of users and about the same quantity,
• 8:37
  Speaker 4: initially a few hundred on each and then we ramped
• 8:39
  Speaker 4: up to getting over twenty two thousand responses by the
• 8:41
  Speaker 4: end of the project, comparing them directly against each other
• 8:46
  Speaker 4: and getting the feedback from the users, and the feedback was,
• 8:50
  Speaker 4: you know, obviously, what we wanted to hear in general
• 8:52
  Speaker 4: is that everybody was happier on the Snapdragon devices. They
• 8:55
  Speaker 4: were getting better battery live, our boot times were faster.
• 8:58
  Speaker 4: We were seeing that both quantitatively as well as in
• 9:00
  Speaker 4: the sentiment feedback, and we also did get feedback on
• 9:04
  Speaker 4: issues that users were experiencing on the roll out of
• 9:06
  Speaker 4: a brand new technology, and by getting that feedback directly
• 9:09
  Speaker 4: and quickly, we could send that back to our engineers
• 9:11
  Speaker 4: and get the issues resolved much faster, closing the loop
• 9:15
  Speaker 4: and ensuring that when we release the products to our
• 9:17
  Speaker 4: other customers that they also will have that same positive
• 9:21
  Speaker 4: experience for their employees, which in the end is what
• 9:25
  Speaker 4: we're all trying to do. We're trying to create a
• 9:27
  Speaker 4: better experience for the end users in their daily lives
• 9:30
  Speaker 4: and reduce that it frustration, whether that's better performance, better
• 9:34
  Speaker 4: battery life, plugging in less, faster boot times after an update,
• 9:38
  Speaker 4: et cetera, and we were able to actually see real
• 9:42
  Speaker 4: time comparisons in the environment with a full IT stack
• 9:46
  Speaker 4: all of the security tools across both fleets and not
• 9:53
  Speaker 4: just rely on some sort of a survey that may
• 9:55
  Speaker 4: or may not get some feedback and see other advantage
• 9:57
  Speaker 4: of the engaged surveys as you get much higher returns
• 10:01
  Speaker 4: on feedback than you would on say an email survey.
• 10:07
  Speaker 2: Sorry, interest, I mean, do you feel it just occurred
• 10:09
  Speaker 2: to me to ask this, Chris, that we're maybe entering
• 10:13
  Speaker 2: a world where kind of decks telemetry is becoming just
• 10:17
  Speaker 2: as important for hardware decisions as is the supporting end users,
• 10:21
  Speaker 2: Like where do you see those two currents kind of
• 10:24
  Speaker 2: fusing at the moment or running into each other?
• 10:26
  Speaker 4: I should say, I think it's absolutely at that point now,
• 10:32
  Speaker 4: both for us internally, I mean, it proved out our
• 10:34
  Speaker 4: decision to roll it out. It is our standard device
• 10:36
  Speaker 4: in our fleet now all refreshes and new hires are
• 10:39
  Speaker 4: Snapdragon devices. But we've also seen it with our customers.
• 10:43
  Speaker 4: When we attended Experience last year, we presented on this
• 10:49
  Speaker 4: and we present we offered up this dashboard that we
• 10:52
  Speaker 4: had built with the comparison between the two devices to
• 10:54
  Speaker 4: our customers to see the same results in their own
• 10:57
  Speaker 4: environments so they could make the same decisions on the
• 11:00
  Speaker 4: same measurable, reportable.
• 11:03
  Speaker 3: Data that we had.
• 11:05
  Speaker 4: And our feedback from the customers has been phenomenal. They
• 11:10
  Speaker 4: love seeing both our data because we share that with
• 11:12
  Speaker 4: them willingly, as well as their own data instead of
• 11:16
  Speaker 4: to take my word for it marketing. They see it
• 11:19
  Speaker 4: in real time both in our environment as well as
• 11:21
  Speaker 4: in their own environment with their own security stack and
• 11:25
  Speaker 4: IT tools and use cases. It really helps them to
• 11:30
  Speaker 4: validate the decisions and provide data to decision makers so
• 11:36
  Speaker 4: that they can make the decisions based on hard metrics
• 11:40
  Speaker 4: that are repeatable and reportable.
• 11:44
  Speaker 3: At scale.
• 11:47
  Speaker 2: Seth probably fair to say Qulcome already had one of
• 11:51
  Speaker 2: the more mature dex programs anywhere out there before Ellipsis
• 11:55
  Speaker 2: got involved. So where were you able to add value
• 11:58
  Speaker 2: into that sophistical environment and what kinds of operational challenges
• 12:03
  Speaker 2: our organizations like quodcom trying to solve today?
• 12:08
  Speaker 3: Yeah, thank you, so yeah, but a bit of context.
• 12:12
  Speaker 3: Ellipses is now entering sort of its third year of
• 12:15
  Speaker 3: citizen inception. Prior to Ellipses I've been with next Think
• 12:20
  Speaker 3: for over a decade, so I had the absolute tremendous
• 12:23
  Speaker 3: opportunity to bring this incredibly powerful technology to major enterprises
• 12:28
  Speaker 3: across Northern Europe England, right, and then was subsequently relocated
• 12:32
  Speaker 3: to North America and where that journey continued on and
• 12:36
  Speaker 3: ultimately saw the opportunity to kind of see where to
• 12:40
  Speaker 3: really unlock the full potential of mexicandex by doing that
• 12:44
  Speaker 3: in a capacity, which means that we're able to connect
• 12:48
  Speaker 3: and work with customers such as the beloved Qualcom who
• 12:51
  Speaker 3: are with us now, and so Ellipses really is in short,
• 12:56
  Speaker 3: is we're on a singular mission one hundred percent of decks,
• 13:00
  Speaker 3: one hundred percent next Think, enabling enterprises to maximize the value.
• 13:04
  Speaker 2: Right.
• 13:04
  Speaker 3: So we'll go into all the details as of how
• 13:06
  Speaker 3: that's done, et cetera. But to the point of Qualcom
• 13:10
  Speaker 3: and what Chris is referring to here and what we
• 13:13
  Speaker 3: really love about the working the relationship we have with
• 13:16
  Speaker 3: Qualcom is is it really does reflect how we believe
• 13:21
  Speaker 3: deck should work. Right. So, as a business, we don't
• 13:24
  Speaker 3: want to be a partner that comes in implements a
• 13:27
  Speaker 3: few generic use cases dashboards, packs, whatever, it may be
• 13:31
  Speaker 3: then neither disappears. And we also don't want to be
• 13:33
  Speaker 3: someone who hoards the customer's data and says, hey, when
• 13:37
  Speaker 3: you want something, let us know and we'll come back
• 13:39
  Speaker 3: to you. Right. So with coalcom, as what Chris is
• 13:43
  Speaker 3: very eloquently summarized, it means helping enterprises take the technology
• 13:49
  Speaker 3: and continuously connect it to what the business is actually
• 13:52
  Speaker 3: trying to achieve. Right, So, what problems are we trying
• 13:54
  Speaker 3: to solve? Where is their friction emerging? Where can we automate,
• 13:58
  Speaker 3: what should we measure? And how do we though ultimately
• 14:01
  Speaker 3: continually evolve the platform as the organization itself evolves. So
• 14:06
  Speaker 3: everything Chris just mentioned leads right into that from go
• 14:09
  Speaker 3: to market strategy with their own products and services, and
• 14:13
  Speaker 3: that sort of matches with our philosophy of adopting the technology,
• 14:18
  Speaker 3: which means getting the capability established right, getting the technology
• 14:22
  Speaker 3: going transform right is turning the data into sort of
• 14:26
  Speaker 3: meaningful change right in an organized man, not going into
• 14:30
  Speaker 3: what we call the use case frenzy mode. But third,
• 14:33
  Speaker 3: most importantly, getting customers to that strategically, that strategic operating capability,
• 14:40
  Speaker 3: which means they're able to ensure decks and next thing
• 14:43
  Speaker 3: doesn't any become static, right, it doesn't become this reactive
• 14:47
  Speaker 3: yet another tool sitting on a shof. So that's how
• 14:50
  Speaker 3: we see it, and the goal is really ultimately there
• 14:53
  Speaker 3: to we always what we found. There's sort of the
• 14:57
  Speaker 3: SaaS revolution, become really good at buying technolog looking at it,
• 15:01
  Speaker 3: observing features. But what we're really focused on is the
• 15:05
  Speaker 3: operating capability. How do you work in a continuous, sustainable
• 15:09
  Speaker 3: manner that drives genuine business value? Right, And that's our
• 15:14
  Speaker 3: sort of core philosophy, and that's where we're enjoying. And
• 15:17
  Speaker 3: obviously you can hear from Chris working with them, they're
• 15:19
  Speaker 3: doing absolutely amazing. So yeah, really good fun.
• 15:22
  Speaker 2: Seth just honing in on that a little bit. What
• 15:25
  Speaker 2: do you think that says about that or as you
• 15:28
  Speaker 2: put it, SaaS more generally, right, that there is this
• 15:31
  Speaker 2: need for operationalization or operational expertise at the moment.
• 15:36
  Speaker 3: Yeah, So SAS in general, over the past let's say
• 15:40
  Speaker 3: what fifteen, probably twenty years, right, SAS has made technology
• 15:45
  Speaker 3: very easy to acquire, right, It's very easy to build right,
• 15:50
  Speaker 3: especially now right, and it's become increasing even easier to deploy.
• 15:54
  Speaker 3: But that can often lure us into enterprises, especially into
• 15:59
  Speaker 3: a full sense of secure and create this illusion, right
• 16:02
  Speaker 3: that deployment equals value, or tasks and activities equals value,
• 16:08
  Speaker 3: busy work equals value. It doesn't, right. So what's happening
• 16:12
  Speaker 3: now is that a platform can give you a capability,
• 16:16
  Speaker 3: but the operational layer is really determines what you do
• 16:19
  Speaker 3: with that capability every day. And that's where there is
• 16:22
  Speaker 3: what I kind of call sometimes of of SaaS fatigue.
• 16:25
  Speaker 3: It's like, Okay, here we go again, right, And so
• 16:29
  Speaker 3: the really what I would say to kind of how
• 16:31
  Speaker 3: that the operational layer side of things is we're looking
• 16:35
  Speaker 3: at this and trying to understand and interpret the data
• 16:39
  Speaker 3: correctly and what decisions actually matter, and how does an
• 16:43
  Speaker 3: insight become a real action and align that all together.
• 16:46
  Speaker 3: So I think dex for itself makes this especially obvious.
• 16:51
  Speaker 3: Next thing makes this problem really obvious because you're buying right,
• 16:56
  Speaker 3: visibility of a consumption of it. With next think, you'll
• 16:59
  Speaker 3: have this previously unobtainable view of how you're consuming absolutely
• 17:04
  Speaker 3: everything from the user's perspective. How do applications change, devices change,
• 17:08
  Speaker 3: employees experience and everything. So the operating model kind of
• 17:12
  Speaker 3: has to evolve with it. So I think that sort
• 17:15
  Speaker 3: of challenge DEX has kind of really shone a light
• 17:17
  Speaker 3: on it. Actually, yes, there is a ton of potential
• 17:21
  Speaker 3: because naturally DEX impacts and influences everything security, compliance, infrastructure, operations,
• 17:28
  Speaker 3: cloud infrastructure. The list goes on and on, networks, apps, everything,
• 17:32
  Speaker 3: And I think that's kind of what's happened. It's really
• 17:35
  Speaker 3: created this immense opportunity to take things to a whole
• 17:39
  Speaker 3: other level. But of course, you know there is you
• 17:41
  Speaker 3: have to have the operating layer behind it as well,
• 17:44
  Speaker 3: So that's the connection between platform actual execution.
• 17:49
  Speaker 2: One reason sef I was really excited to get you
• 17:52
  Speaker 2: both in the show is this theme of creativity, which
• 17:55
  Speaker 2: is you know again we're going to be returning to
• 17:58
  Speaker 2: at the AMA this week and talking to you guys
• 18:03
  Speaker 2: a couple of weeks ago really made me think about
• 18:06
  Speaker 2: how a lot of the if you will, all the
• 18:08
  Speaker 2: truly great modern technologies, they facilitate creativity. They enable users
• 18:14
  Speaker 2: in ways that go typically well beyond what their creators
• 18:18
  Speaker 2: might have originally envisaged, or even they might not bother envisaging,
• 18:23
  Speaker 2: you know, trying to see how things are going to
• 18:25
  Speaker 2: be made. They simply provide that that capability, provide that
• 18:29
  Speaker 2: open ended innovation space if you will, Why is it
• 18:33
  Speaker 2: you think next Thing fits this category? And how is
• 18:39
  Speaker 2: creativity kind of manifested in this partnership and others?
• 18:42
  Speaker 3: Yeah, I think answer and I for me, it's like
• 18:46
  Speaker 3: my probably the favorite thing about it. So the thing
• 18:49
  Speaker 3: that excites me most about Next Thing can always has
• 18:53
  Speaker 3: is at its core you have this extraordinary not just
• 18:56
  Speaker 3: amount of data, but context of what is actually happening
• 19:01
  Speaker 3: across the entire digital workplace. It's a big statement and
• 19:05
  Speaker 3: it covers a lot of domains. And once you have
• 19:08
  Speaker 3: the data, the question then becomes what could you do
• 19:10
  Speaker 3: with it? So then insert creativity here. So the answer
• 19:14
  Speaker 3: increasingly comes from the creativity of the people closest to
• 19:17
  Speaker 3: the business. Everything creates is just summarized demonstrates creativity as
• 19:22
  Speaker 3: it relates to their unique challenges and opportunities and execution
• 19:26
  Speaker 3: as an enterprise. So we see customers will often start
• 19:30
  Speaker 3: with traditional use cases around performance, stability, employee experience, and
• 19:35
  Speaker 3: then suddenly this conversation explodes and expands. Can we identify,
• 19:40
  Speaker 3: you know, very difficult to see unused software and reclaim it?
• 19:44
  Speaker 3: Can we validate a transformation. Can we understand the impact
• 19:49
  Speaker 3: and risk and opportunity behind a merger or acquisition? These
• 19:52
  Speaker 3: are actually really big things like can we target communications
• 19:56
  Speaker 3: based on actual behavior? Can we automate something before the
• 20:00
  Speaker 3: employees ever knew there was a problem. These are actually
• 20:02
  Speaker 3: the really, really exciting thing. So so to us saw
• 20:05
  Speaker 3: the platform is less of a I don't know, I
• 20:08
  Speaker 3: would say, like, less of a pre defined solution and
• 20:10
  Speaker 3: more of a canvas of creativity. And that's what we
• 20:14
  Speaker 3: as a business, and obviously what Colcomb is doing is
• 20:17
  Speaker 3: working together to say, Okay, let's push this thing beyond,
• 20:20
  Speaker 3: as a lot of our teams say, beyond its natural limits.
• 20:24
  Speaker 3: And that's where the fun really begins. So I have
• 20:26
  Speaker 3: no doubt from the next inside they see something like
• 20:28
  Speaker 3: we had no idea, but you'll be amazed what great
• 20:32
  Speaker 3: people can do when they're brought together with great technology.
• 20:35
  Speaker 2: That's what we're going to be discussing on Wednesday. Everybody,
• 20:38
  Speaker 2: you got to tune in for the AMA as well
• 20:39
  Speaker 2: as this episode. Well put, well put, and Chris, maybe
• 20:44
  Speaker 2: we could develop the line of thinking a little bit
• 20:46
  Speaker 2: with an illustration right and from our last conversation, the
• 20:50
  Speaker 2: way qualcome is developing its kind of concept of a
• 20:54
  Speaker 2: service desk and leveraging Spark in particular in that vision,
• 21:00
  Speaker 2: or using Spark to help it develop its own vision
• 21:03
  Speaker 2: of what a service desk can be is a great
• 21:06
  Speaker 2: case in point for what Seth's talking about. Walk us
• 21:09
  Speaker 2: through what that trial with Spark is pointing towards now
• 21:13
  Speaker 2: in terms of building on what you've developed and what
• 21:16
  Speaker 2: you see as the new possible with regards to the
• 21:19
  Speaker 2: service desk, specifically with the.
• 21:21
  Speaker 4: New technologies coming out as as Seth mentioned right, these
• 21:24
  Speaker 4: new technologies, they spur a lot of change in the
• 21:29
  Speaker 4: corporate worlds, in the enterprise world and support and we
• 21:33
  Speaker 4: all need to evolve with it. And so the advent
• 21:36
  Speaker 4: of AI has obviously caused a significant upheal, upheaval in
• 21:42
  Speaker 4: processes at Qualcom, just like at any other company. And
• 21:46
  Speaker 4: so being an AI forward company already, we had already
• 21:51
  Speaker 4: started developing our own tools internally. We have our own
• 21:54
  Speaker 4: chatbot that is rooted in our KBS, our service desk
• 21:59
  Speaker 4: knowledge bases that already employees had access to you to
• 22:02
  Speaker 4: try to do some on their own troubleshooting. However, it
• 22:06
  Speaker 4: lacks context, and context is critically important. It's probably one
• 22:11
  Speaker 4: of the biggest single pieces of value. As Seth mentioned,
• 22:15
  Speaker 4: that Next Thing can provide that nothing else can. And
• 22:19
  Speaker 4: so as we've been rolling out Spark, what we've been
• 22:24
  Speaker 4: finding through our testers and through our own experimenting in
• 22:27
  Speaker 4: it is that in addition to it having that same
• 22:31
  Speaker 4: knowledge based context that our internal tool had, it has
• 22:34
  Speaker 4: the device specific context, it has our full environmental context,
• 22:39
  Speaker 4: and it has the next Thing context. And so we
• 22:43
  Speaker 4: when users are testing it and evaluating it, it can
• 22:47
  Speaker 4: provide them not just generic Hey have you turned it
• 22:49
  Speaker 4: off and turned it back on again? It can look
• 22:52
  Speaker 4: at what is happening on your device in real time
• 22:55
  Speaker 4: and provide actual useful data and feedback on what's occurring,
• 23:02
  Speaker 4: as well as remediations that can actually resolve an issue right,
• 23:06
  Speaker 4: not just hey try this did it work? Hey try this?
• 23:08
  Speaker 4: Did it work?
• 23:09
  Speaker 3: Right?
• 23:09
  Speaker 4: That's about the best you're going to get out of
• 23:11
  Speaker 4: a non contextual LLM, Whereas Spark gives you the context
• 23:17
  Speaker 4: and it can actually apply fixes that matter, and it
• 23:21
  Speaker 4: can give the end users the confidence to say, yes,
• 23:24
  Speaker 4: try this on my device, and then it will follow
• 23:26
  Speaker 4: up and both through asking the end user, but as
• 23:30
  Speaker 4: well as observing it in the platform itself, find out
• 23:33
  Speaker 4: if it actually provided a meaningful remediation that improved the
• 23:37
  Speaker 4: end users experience, and if not, if it's something that
• 23:40
  Speaker 4: it truly cannot fix, it can escalate that to get
• 23:43
  Speaker 4: proper support with again full context. You have the full
• 23:48
  Speaker 4: context of that interaction, the things that were tried, the
• 23:51
  Speaker 4: data that was pulled, put into a ticket, so that
• 23:54
  Speaker 4: when the level two support or whoever takes that ticket up,
• 23:58
  Speaker 4: they don't have to go through all those steps again.
• 24:00
  Speaker 3: It's done, and so.
• 24:01
  Speaker 4: It's allowing our support staff to evolve in their roles
• 24:05
  Speaker 4: to handle more advanced issues. To scale up with this,
• 24:10
  Speaker 4: we're able to take some of our support staff and
• 24:12
  Speaker 4: move them over into more like AI. I'm drawing a
• 24:18
  Speaker 4: blank on the word we use, but they're becoming almost
• 24:20
  Speaker 4: like AI curators, right. They're able to help us train
• 24:24
  Speaker 4: the A on the back end, read through the conversations.
• 24:27
  Speaker 4: That next thingk allows so much growth in career development
• 24:32
  Speaker 4: at the same time that it's providing a much better
• 24:35
  Speaker 4: user experience for those that are trying to troubleshoot these
• 24:38
  Speaker 4: issues before it has to hit a live person, and
• 24:41
  Speaker 4: when it does hit the like person, that live person
• 24:43
  Speaker 4: can work with more data and skip the really basic
• 24:46
  Speaker 4: troubleshooting steps and go right to the meat of the
• 24:49
  Speaker 4: issue and provide a faster resolution for the end users.
• 24:53
  Speaker 4: And with that, one of the beautiful things too, is
• 24:56
  Speaker 4: we don't have to do this alone, right, I mean
• 24:59
  Speaker 4: a plug forurllips is a course, because they have been
• 25:01
  Speaker 4: so helpful. They help us set things these things up
• 25:03
  Speaker 4: much more quickly than I would have been able to
• 25:05
  Speaker 4: do by myself. They can provide us the meaningful feedback
• 25:10
  Speaker 4: from their other customers what's working, what's not working, Where
• 25:12
  Speaker 4: are other customers getting value? And it massively accelerates our
• 25:18
  Speaker 4: value realization in our environment simply because we don't have
• 25:22
  Speaker 4: to do all the experiments first, somebody else has already
• 25:25
  Speaker 4: done them. We can lean on the experience of not
• 25:27
  Speaker 4: just our own company, but all the different enterprises from
• 25:30
  Speaker 4: both next Think and Ellipsis and kind of break open
• 25:34
  Speaker 4: these silos that we all tend to work in.
• 25:36
  Speaker 3: Right.
• 25:36
  Speaker 4: We're in our silos and our enterprises. We're in our
• 25:39
  Speaker 4: silos and our departments, and next Think really is a
• 25:41
  Speaker 4: tool to bridge and break open those silos and create
• 25:46
  Speaker 4: bridges across the different organizations in the in the IT enterprise,
• 25:52
  Speaker 4: but then you get great companies like Ellipses who help
• 25:55
  Speaker 4: us to kind of break those silos down appropriately, cross
• 26:00
  Speaker 4: the enterprises and learn from each other and gain from
• 26:02
  Speaker 4: each other's experience, so we're not all having to reinvent
• 26:04
  Speaker 4: the wheel every time we try some new use case
• 26:07
  Speaker 4: or task.
• 26:09
  Speaker 2: With that, SEF maybe add a gloss on this kind
• 26:15
  Speaker 2: of these two themes we've got of operationalization and creativity
• 26:20
  Speaker 2: and what it means in relation to both. When we
• 26:23
  Speaker 2: see the convergence that Chris has just described so well
• 26:26
  Speaker 2: between decks and AI capabilities, Like, what would do they
• 26:31
  Speaker 2: open up together? Potentially?
• 26:34
  Speaker 3: Yeah? I always kind of always I've always, at least
• 26:39
  Speaker 3: for myself, I always find you can answer questions well
• 26:42
  Speaker 3: by adding historical context. Right, So if we rewind back
• 26:47
  Speaker 3: in time, historically the constraint was often human capacity. Right,
• 26:52
  Speaker 3: We had data, but limited the ability to understand and
• 26:56
  Speaker 3: interpret it and act on it at scale. So AI
• 27:00
  Speaker 3: starts to remove that constraint, right, And so suddenly we're
• 27:04
  Speaker 3: kind of moving from dash forwards that tell us what
• 27:08
  Speaker 3: happened towards an approach that understands context and recommends action,
• 27:14
  Speaker 3: and you can increasingly execute that. Right. So we are
• 27:17
  Speaker 3: literally in this revolution right now, for better or worse,
• 27:21
  Speaker 3: depending on which side you're on. But AI. The only
• 27:25
  Speaker 3: caveat I'll add to it, though, to be very fair
• 27:28
  Speaker 3: and maybe borderline provocative, is AI, as I think is
• 27:31
  Speaker 3: a common thing. It is only as valuable as the
• 27:33
  Speaker 3: context and the operating discipline around it. Right, So if
• 27:37
  Speaker 3: your data is poorly understood by X, y Z, whatever
• 27:40
  Speaker 3: it may be, your understanding, you know what comes out
• 27:45
  Speaker 3: obviously isn't going to be trusted and you're and then
• 27:47
  Speaker 3: if you don't have processes defined around it, nobody kind
• 27:50
  Speaker 3: of knows what good looks like, but they just love
• 27:52
  Speaker 3: the idea that something is being thrown in their face, right.
• 27:55
  Speaker 3: So AI to us in a weird way, it can
• 27:59
  Speaker 3: help you make bad decisions faster if you're not careful, right,
• 28:03
  Speaker 3: And I think we've seen that happen in various scenarios.
• 28:06
  Speaker 3: There's lots of fun social media around it right as well.
• 28:10
  Speaker 3: So I would say I think DEX becomes more It
• 28:13
  Speaker 3: does become more important in our world though, and not less.
• 28:18
  Speaker 3: DEX is giving that very rich context. And I always
• 28:21
  Speaker 3: use that word context because volume isn't the same as
• 28:26
  Speaker 3: a contextual relevancy of data. Right years ago, it was like,
• 28:31
  Speaker 3: as long as I had lots of data, I could
• 28:32
  Speaker 3: do things, whereas context is more critical, which is which
• 28:35
  Speaker 3: is what at its core makes next things so fundamentally unique.
• 28:38
  Speaker 3: So yeah, AI is providing this sort of new way
• 28:41
  Speaker 3: to interpret it but then act upon that context. And
• 28:44
  Speaker 3: that's the thing. It's bringing it even closer to act
• 28:47
  Speaker 3: and get again to value. Right. Not to keep beating
• 28:51
  Speaker 3: that drum, but that's why people buy technology in the
• 28:54
  Speaker 3: first place. They don't buy it to have fun and
• 28:57
  Speaker 3: just to play around with a new shiny tool. Doing
• 29:00
  Speaker 3: it for a business reason. I love what Chris mentioned
• 29:04
  Speaker 3: around careers. Yes, when you lean into a rapidly evolving
• 29:08
  Speaker 3: and emerging market your own individual, what you've become is
• 29:14
  Speaker 3: the opportunities are endless, right, And that's why at least
• 29:17
  Speaker 3: we're excited obviously working with Chris and the team there
• 29:20
  Speaker 3: as well, is that we're pushing the boundaries of everything.
• 29:23
  Speaker 3: It's just unlocking new sort of frontiers. So yeah, So
• 29:28
  Speaker 3: that's sort of how I would summarize it in the
• 29:29
  Speaker 3: AI war bit of risk right, but carefully managed governed.
• 29:33
  Speaker 3: The I always say the upside is what you should
• 29:36
  Speaker 3: play for not trying to protect the worst case scenario.
• 29:40
  Speaker 2: So let's get fire or thwarts gentlemen on something that
• 29:43
  Speaker 2: feels very very relevant to this, which is this motion
• 29:47
  Speaker 2: positive and negative risk and reward of democratization of decks.
• 29:54
  Speaker 2: Start with you, Seth. You were kind of circling a
• 29:57
  Speaker 2: little bit there to what extent should those how do
• 30:02
  Speaker 2: we vote those silos down that Chris was talking about, Well,
• 30:05
  Speaker 2: how is it done carefully and properly? How should it be?
• 30:08
  Speaker 3: Yes? No, really good question. It's it's that the concept
• 30:12
  Speaker 3: of democratizing decks can often be misinterpreted as just giving
• 30:18
  Speaker 3: everyone access to a piece of technology. It's not that, right.
• 30:23
  Speaker 3: Democratizing decks is kind of taking again that contextual information
• 30:27
  Speaker 3: that historically would have lived inside a specialist team or
• 30:31
  Speaker 3: inside a bashboard and putting into the hands of people
• 30:33
  Speaker 3: who can actually do something with it. So it's connecting
• 30:37
  Speaker 3: the context to the relevance of the responsibility of the
• 30:40
  Speaker 3: individuals bringing them together to affect change. Right. So, for example,
• 30:46
  Speaker 3: the service desk shouldn't really need to come to a
• 30:49
  Speaker 3: nexting expert to benefit from dex or someone who's responsible
• 30:53
  Speaker 3: for business critical applications. They shouldn't have to understand the
• 30:57
  Speaker 3: entire platform, right, and CIO shouldn't have to navigate twenty dashboards,
• 31:02
  Speaker 3: and we trained to be able to get value from it, right.
• 31:04
  Speaker 3: So when we talk about democratization, it's really about making
• 31:09
  Speaker 3: the capability accessible and actually useful. And this is the
• 31:12
  Speaker 3: key part at the point of decision. Right. One of
• 31:16
  Speaker 3: our team members he always says, he's like, when customers
• 31:19
  Speaker 3: will ask can we do this? Can we get X
• 31:21
  Speaker 3: y Z's like, but what for what are you going
• 31:23
  Speaker 3: to do with it? It's very interesting The response is so,
• 31:28
  Speaker 3: so yeah, how we approach it is what we would start,
• 31:31
  Speaker 3: of course with the business, but also interpreting the data
• 31:35
  Speaker 3: in the context of that unique environment. Everything Chris is
• 31:38
  Speaker 3: summarized is very if you notice, very contextually relevant to culcom,
• 31:42
  Speaker 3: which is great. And then of course linking that and
• 31:45
  Speaker 3: making sure the data can be acted upon. It's part
• 31:48
  Speaker 3: of something that has an actual influence, is something in
• 31:52
  Speaker 3: a positive way, or you're able to remediate or react,
• 31:55
  Speaker 3: et cetera. So yeah, do that repeatedly and sort of
• 31:58
  Speaker 3: vex it doesn't you end up go You go so
• 32:02
  Speaker 3: much further than having a tool and a dashboard, right.
• 32:04
  Speaker 3: It starts becoming kind of like this other sounds cheesy,
• 32:08
  Speaker 3: but like operating fabric. It's part of the DNA, right,
• 32:12
  Speaker 3: and it's a way you work, and that's what we
• 32:14
  Speaker 3: found has been the most exciting. So, yeah, democratization is
• 32:18
  Speaker 3: one of the favorite topics. So it could go on
• 32:20
  Speaker 3: for about it forever, but I'll start that.
• 32:24
  Speaker 2: Anything you'd add, Chris to that from your own.
• 32:26
  Speaker 4: Perspective, Yeah, I love Seth's comment about making it part
• 32:31
  Speaker 4: of the DNA, because that's what it's finally become here
• 32:34
  Speaker 4: at Qualcomm. It has come to the point here because
• 32:37
  Speaker 4: of the context we can provide to all the different
• 32:39
  Speaker 4: teams that we've hit a point where if something happens,
• 32:44
  Speaker 4: the first question is what is the next thing tell
• 32:45
  Speaker 4: us about this? That is the first question now, regardless
• 32:49
  Speaker 4: of the team. And there's always been some friction, right,
• 32:51
  Speaker 4: You're trying to introduce this new tool, share the new
• 32:56
  Speaker 4: context that it brings, the new data. It's shining light
• 32:59
  Speaker 4: in dark corners that people don't necessarily want to see
• 33:04
  Speaker 4: it first, but eventually, once you start shining the light
• 33:06
  Speaker 4: and all the dark corners of the little all the
• 33:08
  Speaker 4: IT closets, and start cleaning all that up and start
• 33:11
  Speaker 4: demonstrating how the data and the context that we can
• 33:14
  Speaker 4: bring really is going to elevate all the other team's responses,
• 33:20
  Speaker 4: both proactively and reactively to what's occurring in an environment.
• 33:24
  Speaker 4: Eventually it hits that point, there's kind of a tipping
• 33:27
  Speaker 4: point of criticality where next Thing becomes the first point
• 33:33
  Speaker 4: of contact for investigation, issue resolution, discovery across the enterprise,
• 33:40
  Speaker 4: and the value it brings at that point just absolutely explodes,
• 33:45
  Speaker 4: and it builds those relationships and breaks down those silos
• 33:49
  Speaker 4: so effectively that, as I said, it's just become part
• 33:52
  Speaker 4: of our fabricare at Qualcom. I mean, an issue occurs
• 33:56
  Speaker 4: and as I said, what does next Thing say? Or
• 33:59
  Speaker 4: we're developing a new product, and can we put next
• 34:02
  Speaker 4: think on these devices and see what we can learn
• 34:06
  Speaker 4: from the data that it can gather it in the
• 34:08
  Speaker 4: context it can provide.
• 34:10
  Speaker 3: I mean, it just.
• 34:12
  Speaker 4: I can't think of a better way to put it
• 34:13
  Speaker 4: than what Seth said. It has just become part of
• 34:15
  Speaker 4: Qualcom's operating DNA.
• 34:18
  Speaker 2: Well listeners, if you would like it to become a
• 34:21
  Speaker 2: part of your DNA also, I could think of no
• 34:24
  Speaker 2: better thing to do than attend the aforementioned AMA. This Wednesday.
• 34:29
  Speaker 2: And look, if you're listening to this episode and the
• 34:31
  Speaker 2: AMA has already taken place four pm Wednesday, four pm
• 34:35
  Speaker 2: e s T on Wednesday, not to worry, just fall
• 34:38
  Speaker 2: over link and if you engage with chat, I wouldn't
• 34:41
  Speaker 2: be surprised if Chris here wasn't good enough to respond
• 34:45
  Speaker 2: to your to your questions and comments, even if the
• 34:47
  Speaker 2: coming late, and there should be a great, great wall
• 34:50
  Speaker 2: of interaction to engage with and look over regardless of
• 34:56
  Speaker 2: when you reach it. And look, gentlemen, I will you
• 35:01
  Speaker 2: both be at Experience in Orlando this year. I imagine
• 35:05
  Speaker 2: you will, but you tell.
• 35:06
  Speaker 3: Me well from our end, absolutely if we're if we're
• 35:10
  Speaker 3: a Diamond sponsor, we better show up. So yes, we
• 35:14
  Speaker 3: absolutely will be encourage everyone to attend, reach out if
• 35:19
  Speaker 3: you want any more information about it, and we're excited
• 35:22
  Speaker 3: to be there and we will have twenty plus from
• 35:26
  Speaker 3: our team attending to answer questions to talk DNA democratization,
• 35:32
  Speaker 3: operating capabilities with next thing. So looking forward to seeing
• 35:35
  Speaker 3: never on.
• 35:35
  Speaker 2: That fabulous Chris Oh.
• 35:38
  Speaker 4: We will absolutely be there. Quacklum also plans to be
• 35:40
  Speaker 4: there in force, so if you want to learn more
• 35:42
  Speaker 4: about our use cases with next thing, or do you
• 35:45
  Speaker 4: want to come and experience the power of the snap
• 35:48
  Speaker 4: Dragon laptops, come and see. Yes, we will absolutely be.
• 35:51
  Speaker 2: There and that will be October the fifth to October
• 35:55
  Speaker 2: the seventh, this year the JW. Marriott Grand Lakes Hotel
• 36:00
  Speaker 2: in Orlando, Florida. Be there to beware of the future
• 36:05
  Speaker 2: of dex will take shape. It's the event for a
• 36:08
  Speaker 2: year in dex space, and you might argue, beyond the
• 36:11
  Speaker 2: deck space, it's a phenomenal thing, and we will be
• 36:14
  Speaker 2: there ourselves, as will be there ourselves as a podcast
• 36:18
  Speaker 2: doing some live events, recorded events, and more. Gentlemen, it's
• 36:23
  Speaker 2: been a pleasure. Look forward to seeing you both over
• 36:25
  Speaker 2: on the subreddit a little later this week. Thanks so
• 36:28
  Speaker 2: much for doing this, guys, Thank you so much.
• 36:30
  Speaker 3: Thank you.
• 36:33
  Speaker 1: That's it for this week's deck Show. We'll be back
• 36:35
  Speaker 1: next week, and if you don't already, be sure to
• 36:37
  Speaker 1: follow the show so you don't miss an episode until
• 36:40
  Speaker 1: next time.