Latest / The DEX Show: A Show for IT Change Makers / Bumper episode: DEX Show LIVE IN BOSTON

Transcript

Bumper episode: DEX Show LIVE IN BOSTON · 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.
• 0:07
  Speaker 2: Let's get into it.
• 0:08
  Speaker 3: Hello, change Makers, Welcome to Experience, Boston, twenty twenty four.
• 0:13
  Speaker 3: I'm Tom McGrath. I'm joined as ever by Tim Flower.
• 0:17
  Speaker 3: Tim at that time of year where we get to
• 0:19
  Speaker 3: see one another in person and record a slightly more chaotic, uncertain,
• 0:26
  Speaker 3: dangerous but fun episode of protection.
• 0:28
  Speaker 4: It's a little on suttling time. I feel like I
• 0:29
  Speaker 4: need a little bit of a frame around your head here.
• 0:34
  Speaker 3: You're a real person.
• 0:35
  Speaker 4: Yeah, and this time you get to travel. I get
• 0:37
  Speaker 4: to stay home.
• 0:38
  Speaker 3: Exactly so, exactly so. But we are we are hearing
• 0:41
  Speaker 3: experience and listen. We're going to be open with the audience.
• 0:44
  Speaker 3: This is one of the more free wheeling deck shows
• 0:47
  Speaker 3: you'll ever see. We've got no less than four fantastic guests.
• 0:50
  Speaker 3: Our first one is already right here with us. Matt Williams. Welcome, Matt,
• 0:53
  Speaker 3: Thank good to meet you. Don't feel like what would
• 0:57
  Speaker 3: be world like a crash test. Don me okay, confident
• 1:00
  Speaker 3: and comfortable in the professional problem for managing with exercise.
• 1:04
  Speaker 3: But Matta is one of four guests is going to
• 1:06
  Speaker 3: be joining us over the course of the show, and
• 1:09
  Speaker 3: as you can see behind us, we've got the exhibition
• 1:11
  Speaker 3: hall is here. People are in training already. If you
• 1:14
  Speaker 3: didn't already know, this is this years experiences are our
• 1:17
  Speaker 3: first ever two day events. So we have training and
• 1:21
  Speaker 3: then the main stage opens a little later today. Today
• 1:24
  Speaker 3: we're going to hear on the main stage from the
• 1:26
  Speaker 3: lights of Accentia and Johnson and Johnson and Liberty Mutual.
• 1:29
  Speaker 3: So a lot of things going on, and Matt, we'll
• 1:32
  Speaker 3: speak to him just a moment. I just want to
• 1:34
  Speaker 3: see Tim, how's experience being so far, what's been the vibe,
• 1:37
  Speaker 3: what your what if your reading so far? Biggest, best yet,
• 1:41
  Speaker 3: biggest yet.
• 1:41
  Speaker 4: So it's absolutely a step up from priories. But every
• 1:44
  Speaker 4: year has been My first experience was it was called
• 1:47
  Speaker 4: analytics back in twenty sixteen, and every year a couple
• 1:51
  Speaker 4: of virtuals during COVID, but this is a step up.
• 1:54
  Speaker 4: And feedback even just before we're getting started now, feedback
• 1:57
  Speaker 4: has been really cool, not only sort of training, but
• 1:59
  Speaker 4: sort of locations, different user groups, birds of a feather
• 2:02
  Speaker 4: kind of user groups. So much going on and two
• 2:04
  Speaker 4: full days of stuff. It's really cool.
• 2:06
  Speaker 3: And Matt, I should I should give you a proper
• 2:08
  Speaker 3: introduction name and title in that so it's it's Matt
• 2:10
  Speaker 3: Hamber of course, product owner for Visia and that's like
• 2:13
  Speaker 3: a like a telco effectively.
• 2:14
  Speaker 5: By satellite communications company.
• 2:16
  Speaker 6: All right, amazing, And is this your first experience, first
• 2:19
  Speaker 6: experience here.
• 2:19
  Speaker 3: Yep, early impressions going, early impression.
• 2:22
  Speaker 6: Is hard to tell, so I definitely want to walk
• 2:25
  Speaker 6: the runway, but very positive.
• 2:28
  Speaker 5: Yeah, yeah, looking forward to it.
• 2:30
  Speaker 3: So what's the background the next thing?
• 2:32
  Speaker 6: Generally, so far, I've been working with my account executive
• 2:36
  Speaker 6: really understanding the platform and seeing what it can do
• 2:40
  Speaker 6: for us to really change our employee experience.
• 2:42
  Speaker 3: So you're currently judging whether it's yep, the next thing
• 2:45
  Speaker 3: is the right investment yep.
• 2:46
  Speaker 6: So so we've decided it's the right solution for us yep. Okay,
• 2:51
  Speaker 6: that part's done now it's about governance and compliance and implementation.
• 2:56
  Speaker 6: So we're actually just gearing up for a proof of
• 2:57
  Speaker 6: value right now.
• 2:59
  Speaker 3: Excellent, and thinking about the event momentary. You want to
• 3:01
  Speaker 3: hear a bit more about that whole process, But is
• 3:03
  Speaker 3: there anything on the agenda looking across the next couple
• 3:06
  Speaker 3: of days from the certifications to the main stage, which
• 3:08
  Speaker 3: really stands out to you? So far.
• 3:10
  Speaker 7: Yep.
• 3:11
  Speaker 6: I'm really keen on speaking with people that are further
• 3:14
  Speaker 6: along in the journey. The breakout sessions and those sorts
• 3:17
  Speaker 6: of things are great in a theoretical sense.
• 3:20
  Speaker 5: I'm very much a practical person.
• 3:21
  Speaker 6: We want to understand where the rubber meets the road,
• 3:24
  Speaker 6: you know, where it collides with cultural you know, artifacts
• 3:28
  Speaker 6: of an organization and really to maximize the value and get.
• 3:31
  Speaker 3: From it and beyond coming to experience and such like.
• 3:36
  Speaker 3: Have you have you made any other steps towards getting
• 3:38
  Speaker 3: to novadex community in general and seeing what's there in
• 3:41
  Speaker 3: terms of support input? Not too much.
• 3:44
  Speaker 6: No, we are a commercial and a government enterprise, so
• 3:49
  Speaker 6: we have a lot of other regulatory things that actually
• 3:52
  Speaker 6: make this space a lot harder for us to navigate
• 3:54
  Speaker 6: when you're talking about data structures AI. So haven't gotten
• 3:59
  Speaker 6: too familiar with the community yet, but really confidence starting
• 4:02
  Speaker 6: the next thing.
• 4:03
  Speaker 3: It's a strong community, I'll tell you that much. That's
• 4:05
  Speaker 3: good enough. Have you come? Have you come a long
• 4:06
  Speaker 3: way to join us in books from California? Oh my goodness,
• 4:09
  Speaker 3: yeah wow.
• 4:09
  Speaker 5: Our headquarters is in Carlsbad, California.
• 4:12
  Speaker 3: Amazing, amazing, Well, welcome to experience, Welcome to the dech Show. Thanks,
• 4:15
  Speaker 3: and I hope we don't ruin this early relationship with.
• 4:20
  Speaker 4: But what a great trip to come out to Boston.
• 4:21
  Speaker 4: A little cooler weather out here for you a little bit,
• 4:24
  Speaker 4: But I love coming to Boston. You've been out there
• 4:27
  Speaker 4: for ten years, actually more than ten years, right A
• 4:29
  Speaker 4: VISA lots of evolution over that time. As a former
• 4:33
  Speaker 4: customer myself in it, you always see things change and evolve.
• 4:37
  Speaker 4: What's been your observation of how the focus has changed
• 4:42
  Speaker 4: on to employee experience versus just the techi stuff?
• 4:45
  Speaker 3: Right?
• 4:45
  Speaker 4: We were talking a little bit before the show about
• 4:47
  Speaker 4: the focus on tech versus the broader empathy and compassion
• 4:50
  Speaker 4: and understanding what employees are going through. What's your observation
• 4:53
  Speaker 4: over your last ten years.
• 4:55
  Speaker 6: Yeah, So our company is going through definitely a metamorphosis.
• 4:59
  Speaker 6: We started off based in Carlsbad, really a US focused company.
• 5:04
  Speaker 6: Over the last probably fifteen or twenty years, we really
• 5:06
  Speaker 6: emerged as an international company through acquisitions, mergers, things like that.
• 5:10
  Speaker 6: Just last year we closed the sale of the company
• 5:13
  Speaker 6: in in Marsat based in the UK, operates in about.
• 5:16
  Speaker 5: Forty different countries.
• 5:18
  Speaker 6: So we're having to evolve, right because a lot of
• 5:20
  Speaker 6: your domestic processes and things don't fit for a variety
• 5:24
  Speaker 6: of reasons. So with these acquisitions, again.
• 5:27
  Speaker 5: Cultural is a big part of our DNA.
• 5:30
  Speaker 6: In our enterprise, we give employees a lot of latitude
• 5:34
  Speaker 6: to do what they think is right, so there's not
• 5:37
  Speaker 6: a lot of centralization. So as an engineering enterprise, it's
• 5:42
  Speaker 6: kind of this friction point between how you build products
• 5:46
  Speaker 6: efficiently as well as give people latitude in space. So
• 5:50
  Speaker 6: what we're trying to do is really evolve into more
• 5:52
  Speaker 6: of that self service kind of resilient healing space where
• 5:57
  Speaker 6: it's not so much focused on the technology or the
• 6:00
  Speaker 6: stack anymore.
• 6:01
  Speaker 5: It's I have access to the tools I need to
• 6:04
  Speaker 5: do my job, and I'm going to self navigate that.
• 6:07
  Speaker 4: Yeah, choice flexibility, a little bit of autonomy also comes
• 6:13
  Speaker 4: with a little bit of risk. So I'm sure you
• 6:15
  Speaker 4: keep your security team pretty busy, but for the employee,
• 6:18
  Speaker 4: it's the right thing to do.
• 6:19
  Speaker 7: Yeah.
• 6:19
  Speaker 4: I like talking to people not so much about the
• 6:21
  Speaker 4: past but the future. With the evolution that you've seen
• 6:24
  Speaker 4: and now your focus, what's the roadmap look like? What
• 6:27
  Speaker 4: kinds of things are you looking to bring in? What
• 6:29
  Speaker 4: innovations Obviously starting with next think but what other innovations
• 6:33
  Speaker 4: are you really excited about that are going to allow
• 6:35
  Speaker 4: you to impact that employee experience.
• 6:37
  Speaker 5: Absolutely, So it takes time, right, there's no substitute for time,
• 6:41
  Speaker 5: I think, and you can't just do a right turn,
• 6:44
  Speaker 5: you can't turn ninety degrees.
• 6:45
  Speaker 6: So some of the things we've been doing to lay
• 6:47
  Speaker 6: the groundwork for this change again cultural is going to
• 6:50
  Speaker 6: be something you'll hear me say a lot because it's
• 6:51
  Speaker 6: really important to us. Is things like deploying self set
• 6:55
  Speaker 6: up for computers, something that your IT department would do
• 6:58
  Speaker 6: for you in the past. Make that a simplified, easy
• 7:03
  Speaker 6: to digest process, and it starts to get people's appetite
• 7:06
  Speaker 6: or palette ready to.
• 7:07
  Speaker 5: Accept larger change.
• 7:09
  Speaker 6: So we've done that a few years ago, moving to
• 7:11
  Speaker 6: self serve mobile device management, creating a catalog of hundreds
• 7:16
  Speaker 6: of applications where people don't have to request software licenses anymore.
• 7:20
  Speaker 6: They just go get it, use it, and when they're
• 7:22
  Speaker 6: done with it, we want to reclaim it.
• 7:24
  Speaker 5: Next thing is going to help with that.
• 7:26
  Speaker 6: So those are the big things that we've done moving forward.
• 7:32
  Speaker 6: Harnessing AI where we can sure right because you've got
• 7:35
  Speaker 6: to be careful without emerging technology that's going to be
• 7:38
  Speaker 6: a big part of it self healing again, to really
• 7:41
  Speaker 6: not have employees focused on the tech or the tools
• 7:44
  Speaker 6: they're using anymore, but more about the outcomes, right, The
• 7:47
  Speaker 6: productivity the tech should just kind of be hidden, honestly.
• 7:52
  Speaker 4: And part of what we talked about earlier too, and
• 7:54
  Speaker 4: I think it helps you form that kind of direction
• 7:57
  Speaker 4: is looking at the service that you deliver as a product.
• 8:00
  Speaker 4: I have accountability for this bundle of services known as
• 8:02
  Speaker 4: a product, and now you're chartered with improving that delivery
• 8:06
  Speaker 4: of that product. Yeah, what other hurdles do you have
• 8:09
  Speaker 4: in front of you? What kind of Usually when someone's
• 8:11
  Speaker 4: looking at next thing, they say, I have this big
• 8:13
  Speaker 4: thing that I have to solve. What are you looking
• 8:14
  Speaker 4: to solve?
• 8:15
  Speaker 6: Right, So, like a lot of the customers you have
• 8:18
  Speaker 6: in prospects you're looking for, we want to look at
• 8:21
  Speaker 6: it support ticket deflection and license reclamation and self healing
• 8:27
  Speaker 6: if an application is misbehaving, that's all kind of understandable there.
• 8:32
  Speaker 5: I think we're really looking to.
• 8:36
  Speaker 6: Even though we do have a monopoly word I use
• 8:38
  Speaker 6: earlier when we were as a service owner, internally, there's
• 8:41
  Speaker 6: nowhere else.
• 8:42
  Speaker 3: You can go.
• 8:42
  Speaker 4: The customers aren't leaving if you do that.
• 8:44
  Speaker 5: That doesn't like we said, if you do bad a
• 8:46
  Speaker 5: bad service.
• 8:47
  Speaker 4: Yeah, but if you if you deliver a poor service,
• 8:50
  Speaker 4: they don't leave you do right, And.
• 8:52
  Speaker 6: So much like you know, non monopolized businesses, I have
• 8:57
  Speaker 6: to have a strong brand, right global it has to
• 9:00
  Speaker 6: have a brand that is recognized by the business that
• 9:03
  Speaker 6: then they're willing to invest in. I see a lot
• 9:05
  Speaker 6: of these solutions and technologies, that's where they fall down
• 9:09
  Speaker 6: because people look at it security, as taxes, indirect expenses.
• 9:15
  Speaker 5: They don't see the value of it.
• 9:16
  Speaker 6: So it's about changing the dialogue about it and in
• 9:20
  Speaker 6: ways that we're already used to as consumers in the world.
• 9:23
  Speaker 6: So one of the things I've been very focused on
• 9:25
  Speaker 6: the last few years is the concept of a digital marketplace,
• 9:29
  Speaker 6: not coined by me by any means, but where we
• 9:32
  Speaker 6: all go to these e commerce sites. We're all used
• 9:35
  Speaker 6: to it, yeah, and you just consume it. I need this,
• 9:39
  Speaker 6: I want that. Enterprises are usually really slow to follow
• 9:43
  Speaker 6: that because they're afraid of risk, they're afraid of cost.
• 9:45
  Speaker 5: It's about building a web of solutions that can deliver
• 9:49
  Speaker 5: a holistic experience. So I'm dancing around your question a
• 9:52
  Speaker 5: little bit. But it's also challenging of where do I start.
• 9:55
  Speaker 5: Where's the value?
• 9:56
  Speaker 6: Do I focus on the corner use cases or do
• 9:59
  Speaker 6: I really go.
• 9:59
  Speaker 5: For general population? For me, I'm focusing on the general.
• 10:04
  Speaker 6: If I can make a two percent improvement on everybody's
• 10:08
  Speaker 6: device and their experience, the aggregation of that is huge
• 10:11
  Speaker 6: versus fifty percent for a small community.
• 10:14
  Speaker 5: So and then you work towards that longer tail.
• 10:17
  Speaker 3: Yeah, yeah, I mean one of the things we're sort
• 10:21
  Speaker 3: of talking about and promoting is I didn't mention this
• 10:24
  Speaker 3: in prior discussions, but it's a new report we released
• 10:26
  Speaker 3: last week, which is the Death and Rebirth of the
• 10:28
  Speaker 3: Service Desk. A few of the things you've touched upon
• 10:31
  Speaker 3: already kind of point to the direction of travel you
• 10:34
  Speaker 3: have in general there, But how would you define that
• 10:36
  Speaker 3: direction of travel more broadly? Like, what are you aiming
• 10:40
  Speaker 3: to get to with regards to the service desk by
• 10:42
  Speaker 3: integrating next thing, by integrating deckk maybe over the next
• 10:44
  Speaker 3: two three years. There is there a specific vision.
• 10:47
  Speaker 6: Yeah, I think there is, And of course, the utopian
• 10:50
  Speaker 6: end state is there is no service desks.
• 10:54
  Speaker 4: You've been singing that tune for a little while now, Yeah, it's.
• 10:56
  Speaker 3: An I'm going to know.
• 11:00
  Speaker 4: Does it need to exist the death of the service desk?
• 11:03
  Speaker 6: Tell us your fools, it will always have to exist
• 11:07
  Speaker 6: because I think we're at an interesting point where I
• 11:10
  Speaker 6: think we have three really distinct generations of technology users.
• 11:15
  Speaker 6: I think you have the pre Internet folks, right, your
• 11:18
  Speaker 6: senior people. You have your middle your gen xers at
• 11:22
  Speaker 6: the birth of the public Internet, and then you have
• 11:24
  Speaker 6: your millennials who it's all mobile on the fly quick right.
• 11:28
  Speaker 6: Those are three very very distinct ways to consume and
• 11:33
  Speaker 6: use tools, right, So the service desk is going to
• 11:36
  Speaker 6: have to exist in some capacity because we're always going
• 11:38
  Speaker 6: to be having these kind of generational changes.
• 11:41
  Speaker 5: I think the three right now are super interesting.
• 11:44
  Speaker 6: I myself as being kind of that middle right, But
• 11:46
  Speaker 6: I think the service desk really it's about empowering the
• 11:49
  Speaker 6: service desk, giving them really timely, insightful, impactful tools. If
• 11:56
  Speaker 6: you need to react, right, the key is proact, right
• 12:00
  Speaker 6: of whether it's agent based or whatever. It's self healing.
• 12:04
  Speaker 6: We're using some of the buzzwords. That's great. Service desk
• 12:07
  Speaker 6: is there if I have a problem or your portfolio
• 12:11
  Speaker 6: doesn't have the thing I'm looking for. That's what it
• 12:14
  Speaker 6: should really be designed for in that future state.
• 12:17
  Speaker 8: It's really if.
• 12:18
  Speaker 6: I'm serving eighty percent of what everybody needs, the service
• 12:23
  Speaker 6: desk is reborn as just kind of corner niche use,
• 12:29
  Speaker 6: which changes financial models, it changes how.
• 12:32
  Speaker 5: You consume it, the tools they use so.
• 12:34
  Speaker 6: Specifically for next think, I'm keen on the timeline capabilities,
• 12:39
  Speaker 6: rewinding back to oh, tim had this problem last Thursday.
• 12:43
  Speaker 6: That's when the ticket was generated. Let's understand that maybe
• 12:46
  Speaker 6: we can automate to avoid that in the future. That's
• 12:49
  Speaker 6: a great capability as well as integration with other tools
• 12:54
  Speaker 6: to then hopefully move away from the service desk as
• 12:57
  Speaker 6: a whole.
• 12:57
  Speaker 3: I got it. Often we had a question in the said,
• 13:00
  Speaker 3: you know about the viability of a future experience desk
• 13:04
  Speaker 3: either supplanting the service desk or rebranding the service desk
• 13:08
  Speaker 3: when you're thinking of those kind of concrete times as well,
• 13:10
  Speaker 3: or is that more sort of integrative in everything you're doing.
• 13:13
  Speaker 6: Yes, I think the service desk, at least in my experience,
• 13:17
  Speaker 6: has really been service desk is coined as an IT term.
• 13:21
  Speaker 5: Right.
• 13:22
  Speaker 6: There are HR desks and other types of desks, but
• 13:26
  Speaker 6: one of the things our company has been focused on
• 13:27
  Speaker 6: is as part of our employee experience journey.
• 13:31
  Speaker 5: How do we get a single.
• 13:32
  Speaker 6: Desk to rule them all? Right, whether I have any question,
• 13:37
  Speaker 6: I can go to this one place and the information
• 13:39
  Speaker 6: is served efficiently and effectively. That's a pretty grandiose idea
• 13:44
  Speaker 6: and complex to execute, right, But we're putting a lot
• 13:48
  Speaker 6: of energy into what are the current systems? What are
• 13:51
  Speaker 6: the future platforms that help us towards that desired end state?
• 13:56
  Speaker 6: So service desk is kind of redefining for us, us
• 14:00
  Speaker 6: into it's not just I T or HR or travel
• 14:04
  Speaker 6: or benefits.
• 14:05
  Speaker 5: It's all in one mode es. But we won't ever
• 14:08
  Speaker 5: be able to make it go extinct. It will have
• 14:10
  Speaker 5: to exist.
• 14:11
  Speaker 3: You don't want to make anything go extinct.
• 14:12
  Speaker 5: Well, if it's not good for us, you can.
• 14:14
  Speaker 3: Let it change, you know, it change. I was gonna
• 14:17
  Speaker 3: ask you, you know, why someone should come to experience,
• 14:20
  Speaker 3: but keeping in mind you've already been there a few hours, Yeah,
• 14:23
  Speaker 3: and you've never been Hippo field. Yeah, maybe a better
• 14:25
  Speaker 3: question would be why should somebody talk to next thing?
• 14:29
  Speaker 3: Since that's a relatively you know, recent recent encountered views.
• 14:34
  Speaker 6: Yeah, whether it's Forrester or Gardner. Understanding what technology is
• 14:40
  Speaker 6: in what quadrant is part of the puzzle, and so
• 14:44
  Speaker 6: we look at that and next thing is doing some
• 14:46
  Speaker 6: pretty transformational things in this space. So that's got our attention.
• 14:49
  Speaker 6: We want to be close to the edge, but not
• 14:52
  Speaker 6: on it because a lot of compliance and regulatory things.
• 14:56
  Speaker 5: That we have that we have to be mindful of.
• 14:58
  Speaker 5: I'm excited about coming to this event because.
• 15:01
  Speaker 6: I want to talk to people and understand, like what
• 15:05
  Speaker 6: what is your real application and practical use of the platform,
• 15:09
  Speaker 6: what works, but more keenly what doesn't work or what
• 15:13
  Speaker 6: isn't there yet, because then that dovetails into product road
• 15:17
  Speaker 6: maps and growing together. I'm very invested in long term partnerships.
• 15:21
  Speaker 6: I don't want to buy a product, deploy it and then.
• 15:23
  Speaker 5: Forget about it.
• 15:24
  Speaker 6: It's about how can we have mutual value over the
• 15:28
  Speaker 6: long term.
• 15:28
  Speaker 3: Tie Wonderful said. Wonderfully said, and look, thanks so much
• 15:32
  Speaker 3: for being our first dex Show Live guest of this
• 15:35
  Speaker 3: year's experience.
• 15:36
  Speaker 5: No problem.
• 15:36
  Speaker 3: I hope you didn't feel too much like, as I said,
• 15:38
  Speaker 3: crashes on you. But you did a great job and
• 15:41
  Speaker 3: now we are faced with the challenge now with having
• 15:44
  Speaker 3: to bring a new guest one and thanking you and
• 15:46
  Speaker 3: say goodbye. You don't even know you stand up, but
• 15:47
  Speaker 3: I do want to shake hand. Thank you for thank
• 15:49
  Speaker 3: you so wonderful to talk to you, and I hope
• 15:51
  Speaker 3: you enjoy the rest of you first your first experience
• 15:53
  Speaker 3: and and best of luck getting those of the new
• 15:55
  Speaker 3: services set up. Thank you pleasure and would like to
• 15:58
  Speaker 3: welcome Trent. Well do I have butcher dual surname? Sorry Trent,
• 16:03
  Speaker 3: but if you come on over and say hello, have
• 16:05
  Speaker 3: a pleasure of speaking to you a couple of weeks ago,
• 16:07
  Speaker 3: so I should know your name. Lovely to see you, Trent.
• 16:10
  Speaker 3: Thanks the Thanks for making the time then, thanks for
• 16:13
  Speaker 3: making the time a little plan because I think our
• 16:16
  Speaker 3: cultule is a presud present. It's fluid. We are doing
• 16:20
  Speaker 3: it right.
• 16:21
  Speaker 8: Yeah, thanks for having me.
• 16:23
  Speaker 3: How's it going.
• 16:24
  Speaker 8: It's been going great.
• 16:25
  Speaker 9: So we just got out of a session led by
• 16:28
  Speaker 9: Jean and uh it was.
• 16:30
  Speaker 7: It was fantastic.
• 16:32
  Speaker 8: We got some good takeaways and cool.
• 16:34
  Speaker 7: Yeah.
• 16:35
  Speaker 4: Why don't you introduce yourself? Who do you work for?
• 16:37
  Speaker 4: What do you do? Because give the audience a bit
• 16:38
  Speaker 4: of of your background.
• 16:39
  Speaker 8: Sure.
• 16:40
  Speaker 9: Yeah, so my name is Strength Garwall for kimblely Horn.
• 16:43
  Speaker 9: We are a engineering, planning and design consultant firm, and
• 16:49
  Speaker 9: I started my DEX journey maybe realistically maybe a year
• 16:54
  Speaker 9: and a half two years ago. So yeah, we're just
• 16:57
  Speaker 9: kind of getting getting off the ground running cool.
• 17:00
  Speaker 3: And I don't know if Tim knows this, but we
• 17:01
  Speaker 3: caught up a couple of weeks ago, and Trent has
• 17:05
  Speaker 3: has some you know, some interesting podcasting. Actually yeah, and
• 17:09
  Speaker 3: if you if you close your eyes, he has an
• 17:10
  Speaker 3: amazing podcast for it.
• 17:11
  Speaker 4: Maybe we'll reverse roles.
• 17:14
  Speaker 3: It might put him off seeing Yeah anytime.
• 17:18
  Speaker 7: Nice.
• 17:19
  Speaker 3: Nice, we'll have to have you on as a as
• 17:20
  Speaker 3: a proper guest. But tell us a bit about that journey. Yeah,
• 17:25
  Speaker 3: you know, when we spoke the other week, you actually
• 17:27
  Speaker 3: mentioned that you kind of reverse engineered your DEX program
• 17:31
  Speaker 3: that can move home right, like you went for you
• 17:34
  Speaker 3: established a team and a priority first of all, and
• 17:36
  Speaker 3: then you reached out the next thing. Then you considered
• 17:39
  Speaker 3: your technical options, took us through that process, and how
• 17:43
  Speaker 3: well that worked out in the medium turn you think
• 17:45
  Speaker 3: it's a good way of doing it, et cetera.
• 17:47
  Speaker 9: Absolutely, So, Like I really was dipping my toes into
• 17:51
  Speaker 9: employee experience, you know, working with our HR team and
• 17:55
  Speaker 9: trying to figure that out. And I really wanted to say, like, well,
• 17:58
  Speaker 9: how do I bring this to it?
• 17:59
  Speaker 7: Right?
• 18:00
  Speaker 9: And so we started out there and really, you know,
• 18:08
  Speaker 9: we we wanted to build something. And I saw a
• 18:12
  Speaker 9: skip level manager with the Stopwatch timing his laptop and
• 18:17
  Speaker 9: I was like, we have to be able to get
• 18:18
  Speaker 9: this data at scale.
• 18:19
  Speaker 8: We can't, we can't keep doing what we're doing.
• 18:22
  Speaker 9: And I heard the service desk saying like, you know,
• 18:25
  Speaker 9: we have questions and you know, our our our employees
• 18:28
  Speaker 9: are coming to us and they're asking us like, hey,
• 18:29
  Speaker 9: what why did my computer act this way on Wednesday?
• 18:34
  Speaker 9: And you know, well we I don't know what happened
• 18:38
  Speaker 9: right exactly, but they're just they're just too busy, right,
• 18:41
  Speaker 9: So so I thought there had to be a different way.
• 18:44
  Speaker 9: So we started doing our research and bringing in some
• 18:47
  Speaker 9: partners and that's what we called next Thing.
• 18:50
  Speaker 4: So year and a half on your journey, but certainly
• 18:53
  Speaker 4: plenty of time to learn something. I like looking in
• 18:56
  Speaker 4: the riview mirror and then looking forward. So looking in
• 18:58
  Speaker 4: that past year and a half or so, So if
• 19:00
  Speaker 4: you were to sit in your seat right now as
• 19:03
  Speaker 4: role of advisor, what advice would you give somebody that's
• 19:06
  Speaker 4: here that hasn't been down that journey yet or is
• 19:08
  Speaker 4: just starting to think about it. What kind of is
• 19:10
  Speaker 4: the one major piece of advice you would say to
• 19:12
  Speaker 4: either do or don't do.
• 19:14
  Speaker 9: The most important part is the data model the next
• 19:17
  Speaker 9: thing provides is so powerful that when you turn it on,
• 19:20
  Speaker 9: the first thing you want to do is just start
• 19:22
  Speaker 9: making phone calls, right, and that I would recommend not
• 19:27
  Speaker 9: doing that. No one likes a backseat IT driver, especially
• 19:30
  Speaker 9: when you're not on those teams, right, So I would say,
• 19:34
  Speaker 9: seek to understand the other IT teams before going in
• 19:40
  Speaker 9: kind of guns Blazing right and Kimbly Horton were consultants first,
• 19:46
  Speaker 9: but our customer and client satisfaction is pretty much paramount, right.
• 19:53
  Speaker 9: So my clients are our employees, and at the end
• 19:57
  Speaker 9: of the day, we want to.
• 19:58
  Speaker 8: Do right by our employees. Uh. So that's I would say.
• 20:02
  Speaker 9: That's probably the biggest word of caution or advice is
• 20:07
  Speaker 9: when you turn it on, don't there's.
• 20:10
  Speaker 4: A lot to react.
• 20:11
  Speaker 3: Yeah, and this is what you did? Is that Is
• 20:14
  Speaker 3: that a confession?
• 20:14
  Speaker 8: Of course? Exactly?
• 20:16
  Speaker 4: That's how you learned.
• 20:20
  Speaker 3: People have to learn about the fact people aren't necessarily
• 20:23
  Speaker 3: anticipating that kind of critique. They don't know where it's
• 20:25
  Speaker 3: come from. They aren't familiar with the tool creates political disharm.
• 20:29
  Speaker 4: And I probably told the story on a previous episode,
• 20:32
  Speaker 4: but a customer of ours went down that same path.
• 20:35
  Speaker 4: They turned it on, they found all these problems of
• 20:37
  Speaker 4: a similar type. They put it into a problem management ticket.
• 20:40
  Speaker 4: They gave it to the help desk who didn't know
• 20:42
  Speaker 4: it was coming, and said, here, you guys need to
• 20:43
  Speaker 4: fix this. They said, if it's not important enough for
• 20:46
  Speaker 4: my customers to call, we're not fixing it. And they
• 20:48
  Speaker 4: closed it. So, if you don't have people as in partnership,
• 20:51
  Speaker 4: and it's more of a kind of like you said,
• 20:54
  Speaker 4: a kind of the backseat driver, it's great great advice
• 20:58
  Speaker 4: looking forward, Tom and I told talk a little bit
• 21:00
  Speaker 4: about the journey from proactive to preventative to predictive. It's
• 21:05
  Speaker 4: kind of a dex maturity model that people follow to
• 21:07
  Speaker 4: get up to be being a strategic partner with the business.
• 21:11
  Speaker 4: What's how do how do you see that journey? How
• 21:14
  Speaker 4: do how important it is for you to develop that
• 21:17
  Speaker 4: both at Kimberly Horn but also as an individual, You've
• 21:20
  Speaker 4: got to go through your own personal journey of how
• 21:22
  Speaker 4: you deliver right t What's the importance you put on
• 21:25
  Speaker 4: on maturing that model.
• 21:27
  Speaker 9: It's it is, like you mentioned, it's super important. We
• 21:29
  Speaker 9: just got out of our dex transformation session, so we
• 21:33
  Speaker 9: just talked about this. Yeah, great, couple hours, but you know,
• 21:37
  Speaker 9: we we we're right now, we're in a reactive kind
• 21:39
  Speaker 9: of plus situation where where you know, we're providing tools
• 21:43
  Speaker 9: to our service desk to clear their incidents faster. But
• 21:47
  Speaker 9: we really want to get past all of that, you know,
• 21:50
  Speaker 9: we really want to start as some of the training
• 21:52
  Speaker 9: people have talked to is really walking and then running right.
• 21:55
  Speaker 9: We've made some strategic already changes. We're working with our
• 21:59
  Speaker 9: software vendors to to actually change their product. We noticed
• 22:04
  Speaker 9: there was an incident that was happening and we didn't
• 22:06
  Speaker 9: have any tickets on it, so our service ask management
• 22:08
  Speaker 9: was like, well, what's the impact here? Right, and then
• 22:10
  Speaker 9: we found out that it's you know, it was happening
• 22:12
  Speaker 9: almost two thousand times a day, and so we reached
• 22:16
  Speaker 9: out to our software vendor and said, hey, like, here's
• 22:18
  Speaker 9: our telemetry, here's our metrics, this is what's happening, this
• 22:21
  Speaker 9: is when it's happening, and they were able to take
• 22:24
  Speaker 9: that data and provide a fix for us, and.
• 22:27
  Speaker 8: We're beta testing that today. Yeah, it's fantastic.
• 22:30
  Speaker 4: And it's a cool finding because those those underlying problems
• 22:33
  Speaker 4: that happened two thousand times a day that aren't kind
• 22:36
  Speaker 4: of user interface problems are happening below the surface. Your
• 22:41
  Speaker 4: employees aren't going to call and tell you about it,
• 22:43
  Speaker 4: but it's having an impact, whether it's security and risk
• 22:45
  Speaker 4: or performance. It's not supposed to do that, and the
• 22:48
  Speaker 4: impact is somewhere that nobody knows about. So finding it
• 22:51
  Speaker 4: is really cool. What's as you look at this the
• 22:53
  Speaker 4: next stages? What are you focused on right now to
• 22:56
  Speaker 4: get yourself to the next level?
• 22:57
  Speaker 9: Right now, I think we'd really like to empower our
• 22:59
  Speaker 9: service desk to be able to run some remote actions.
• 23:02
  Speaker 9: So developing those remote actions and getting to a point
• 23:05
  Speaker 9: where our service desk doesn't need to remote onto a
• 23:08
  Speaker 9: machine to do a light lift, right, Like if we
• 23:12
  Speaker 9: could use a remote action to kick that off through
• 23:14
  Speaker 9: Amplify and save that remote headache, that user disruption.
• 23:20
  Speaker 8: Really when you're like, hey.
• 23:21
  Speaker 9: I'm going to remote on your machine is going to
• 23:22
  Speaker 9: take fifteen twenty minutes when we're some updates, right, if
• 23:24
  Speaker 9: we could just do that in the background, I think
• 23:27
  Speaker 9: it would be a win win for everybody.
• 23:28
  Speaker 8: So that's currently our current goal.
• 23:30
  Speaker 3: It took to us a bit, you know, two three
• 23:32
  Speaker 3: years now with Next Thing. How much value do you
• 23:35
  Speaker 3: find in the in the kind of community infrastructure the
• 23:38
  Speaker 3: Next Thing provides. First of all, as a you know,
• 23:41
  Speaker 3: as a practitioner, you know, how significant is paer support,
• 23:44
  Speaker 3: peer insight into helping you develop that dex maturity in
• 23:47
  Speaker 3: the generally.
• 23:48
  Speaker 8: It's it's great the community, you know, shout out to
• 23:51
  Speaker 8: John and Charlotte.
• 23:53
  Speaker 9: I've joined the Next Thing Combassador program, which has really
• 23:56
  Speaker 9: helped me get closer to the product team and also
• 23:59
  Speaker 9: has it's a great community of people that are kind
• 24:01
  Speaker 9: of at the same stage as me, right and being
• 24:03
  Speaker 9: able to share those that journey with another company that
• 24:07
  Speaker 9: you know, trying to make sure we don't run into
• 24:08
  Speaker 9: the same pitfalls, right, you know, I think this conference,
• 24:13
  Speaker 9: that's pretty much my goal is to get with other
• 24:15
  Speaker 9: customers and figure out like, you know, hey, let's get
• 24:18
  Speaker 9: the minds together and figure out, like how are we
• 24:20
  Speaker 9: going to get through this?
• 24:21
  Speaker 4: That's really the benefit is the vendor gives you an
• 24:23
  Speaker 4: opportunity to get everybody together and then you have more
• 24:26
  Speaker 4: than five hundred people to go network with, so it
• 24:29
  Speaker 4: was always the benefit for me is talking with others.
• 24:32
  Speaker 3: What about as an experienced professional? Right, this is an
• 24:35
  Speaker 3: emergent career, and you know, do you see it very
• 24:39
  Speaker 3: much in those terms, like the future of your career
• 24:42
  Speaker 3: is specifically an experience and with that in mind, when
• 24:45
  Speaker 3: you come to events like this, there's an opportunity to
• 24:48
  Speaker 3: make connections to potentially create future opportunities you might not
• 24:52
  Speaker 3: know about yet. I mean, is that part of the
• 24:54
  Speaker 3: Is that how you think of experience first of all?
• 24:56
  Speaker 3: And is that part of the advantage of coming to
• 24:59
  Speaker 3: something like the Experience event?
• 25:02
  Speaker 7: Yeah?
• 25:02
  Speaker 8: I think dex as a as a whole.
• 25:05
  Speaker 9: Is it feels very new, especially to me, you know,
• 25:08
  Speaker 9: as we're recruiting, it's it's difficult to go recruit for
• 25:12
  Speaker 9: a des analyst, right, Like that's kind of not quite
• 25:16
  Speaker 9: there yet, but I would like to see it there.
• 25:19
  Speaker 3: There was some this is where you meet one by
• 25:21
  Speaker 3: the way, right exactly, And.
• 25:23
  Speaker 4: There are plenty of posts out there of people posting
• 25:25
  Speaker 4: for experience analysts. So don't be shy if you got to.
• 25:28
  Speaker 3: Look for it, you get requested to do job descriptions
• 25:31
  Speaker 3: because it doesn't exist, you know, off the shelf.
• 25:34
  Speaker 9: You know, right, Yeah, and there's been some good, good research.
• 25:38
  Speaker 9: We've seen some Gartner reports about how to define a
• 25:41
  Speaker 9: des engineer yep, so you know we're leveraging some of
• 25:44
  Speaker 9: that as well.
• 25:46
  Speaker 3: Last question for you, Trent, what are you looking forward
• 25:50
  Speaker 3: to a verest off the event? What stands out to you?
• 25:52
  Speaker 3: Could be social, it could be on the main stage breakouts.
• 25:55
  Speaker 3: If you had to pick two things across the next
• 25:57
  Speaker 3: couple of days, this.
• 25:58
  Speaker 4: Is the first one. Check this one offs.
• 26:03
  Speaker 9: Yeah, I know, I'm definitely a chatterbox. So at social,
• 26:06
  Speaker 9: I'm that's probably priority number one for me is meeting
• 26:09
  Speaker 9: other customers that are again like kind of on the
• 26:11
  Speaker 9: same level of our journey, maybe slightly ahead so we
• 26:13
  Speaker 9: can avoid some pitfalls. Yeah, and then really just getting
• 26:18
  Speaker 9: putting a face to the people that I'm chatting with
• 26:20
  Speaker 9: all the time. Right, I think that's that's probably just
• 26:23
  Speaker 9: social again. But you know, I'm I'm excited for the breakouts.
• 26:27
  Speaker 9: I'm excited to learn more and really just kind of
• 26:30
  Speaker 9: bootstrap everything. I mean, this is we've we've had the
• 26:34
  Speaker 9: next Thing product installed for almost a year now, but
• 26:36
  Speaker 9: the journey's been a little bit longer than that.
• 26:38
  Speaker 8: So yeah, we're just gonna hit the ground running.
• 26:42
  Speaker 3: With the next stage of your journey. Thanks so much
• 26:44
  Speaker 3: for doing this today, and we would really genuinely love
• 26:47
  Speaker 3: to have you on that is that as a proper
• 26:49
  Speaker 3: guest in the new year?
• 26:50
  Speaker 7: Come back?
• 26:51
  Speaker 8: Thanks for having me.
• 26:52
  Speaker 4: Appreciate Thanks.
• 26:54
  Speaker 3: I feel like I really stand up but would lovely
• 26:57
  Speaker 3: to see Thanks so much. And I think we I
• 26:59
  Speaker 3: think think if my producer thumbs up, we've got Drew
• 27:03
  Speaker 3: with us. We've got our third guest is ready Drew
• 27:06
  Speaker 3: Sanchez's and gentlemen from Virtuity Drew. I feel like we've
• 27:09
  Speaker 3: met before another experience hiding. Is Is that right or wrong?
• 27:12
  Speaker 3: Is this your first time? This is my second? Thy Yeah? Yeah, yeah,
• 27:15
  Speaker 3: yeah yeah. How's it going so fast?
• 27:19
  Speaker 5: It's gone great so far.
• 27:21
  Speaker 2: I love Boston and you know, coming back a second
• 27:24
  Speaker 2: year this time, I have a little bit much more
• 27:26
  Speaker 2: ground on what what sights to see and what's to skip?
• 27:31
  Speaker 4: Where are you from?
• 27:32
  Speaker 2: I'm coming from Idaho, so eastern Washington, right alongside the border.
• 27:38
  Speaker 3: What are you skipping?
• 27:40
  Speaker 5: I'm sorry?
• 27:40
  Speaker 3: What are you skipping? In Boston? Was a mistake last
• 27:44
  Speaker 3: time around?
• 27:44
  Speaker 2: Last time Let's see too much walking.
• 27:47
  Speaker 3: Yeah.
• 27:49
  Speaker 2: So now now I'm just gonna make sure I maximize
• 27:53
  Speaker 2: my time, but overall absorbing the experience here and learning
• 27:56
  Speaker 2: to net uh, learning from other other customers and clients
• 28:00
  Speaker 2: on how to best use next Think and just run
• 28:04
  Speaker 2: back home and just hit the ground running.
• 28:07
  Speaker 3: Super before we get stuck into virtuity. Yes, sir, just
• 28:11
  Speaker 3: a what about that? Because you've come back, this is
• 28:12
  Speaker 3: your second experience, Yes, last year was your first. Yes,
• 28:16
  Speaker 3: And what brought you back.
• 28:17
  Speaker 2: Fundamentally more so, just the drive forward towards automation.
• 28:22
  Speaker 5: You know, it's gone. We went from.
• 28:27
  Speaker 2: Really not utilizing the full capabilities of next Think in
• 28:31
  Speaker 2: our environment and the infrastructure to now realizing that we
• 28:37
  Speaker 2: can maximize it more with automation. And as we drive
• 28:40
  Speaker 2: towards the integration with service now and and other products
• 28:44
  Speaker 2: that we use. I think it's going to be a
• 28:47
  Speaker 2: huge value to bring home for our team.
• 28:50
  Speaker 3: And tell us a bit about thetuity before we get
• 28:52
  Speaker 3: stuck into event, because it is it is an unusual organization, right,
• 28:56
  Speaker 3: it's quite unique. Yeah, And tell us about it and
• 29:00
  Speaker 3: then what the ramifications are for its particularities on the
• 29:04
  Speaker 3: service you provide into.
• 29:06
  Speaker 2: Yeah, So vituity is very much in the high healthcare industry.
• 29:11
  Speaker 2: But what it is is a physician partnership across the States,
• 29:15
  Speaker 2: so skilled nursing facilities. Telenaro Telehealth also Eer physicians key
• 29:22
  Speaker 2: and also the billing, the billing revenue cycle management, so
• 29:26
  Speaker 2: we we kind of manage all of that and it's
• 29:29
  Speaker 2: UH in its umbrella of care. So we help doctors
• 29:35
  Speaker 2: with their hospital portal systems. We also help from the
• 29:39
  Speaker 2: in house administrative departments like HR, technical operations, you know,
• 29:46
  Speaker 2: all that that encompasses the the the business flow. I've
• 29:52
  Speaker 2: been with the service desk team now for ten years,
• 29:54
  Speaker 2: so I've watched it grow from a very small hub
• 29:59
  Speaker 2: of agents to now being a team of twenty three
• 30:02
  Speaker 2: twenty five at its peak, right right, it's really cool.
• 30:08
  Speaker 7: Yeah.
• 30:08
  Speaker 4: So I'm realizing as I'm about to ask Drew a
• 30:11
  Speaker 4: question that we normally have managers, directors, vps, senior leaders,
• 30:18
  Speaker 4: thought leaders in the industry on the podcast, but they
• 30:21
  Speaker 4: don't do anything. Drew is the feet on the street,
• 30:24
  Speaker 4: hands on and we almost never talk to have an
• 30:27
  Speaker 4: opportunity to talk to the guys who actually do the work.
• 30:31
  Speaker 4: So tell us about the experience at that help desk.
• 30:35
  Speaker 4: What's it like as an employee. You know, you talk
• 30:38
  Speaker 4: about growing the staff. There it's a clear indication that
• 30:41
  Speaker 4: you need more people. So something's going on. So what's
• 30:44
  Speaker 4: just kind of give the folks a flavor of what
• 30:46
  Speaker 4: it's like to be in the front lines.
• 30:48
  Speaker 2: So seeing the growth from the enterprise level, you know,
• 30:53
  Speaker 2: hiring waves after hiring waves, after hiring waves, and where's
• 30:57
  Speaker 2: the help desk support? You know, we needed to leverage
• 31:01
  Speaker 2: the tools that we have already on hand to really
• 31:05
  Speaker 2: provide a good quality service.
• 31:08
  Speaker 5: For me.
• 31:09
  Speaker 2: Being that boots on the ground type of employee, I
• 31:12
  Speaker 2: can advocate to what I want next thing to do
• 31:16
  Speaker 2: for us as a company, and that that's driven driven solutions.
• 31:21
  Speaker 2: I have a say, and being able to really kind
• 31:25
  Speaker 2: of vocalize, hey, there's there's a certain task or functionality
• 31:31
  Speaker 2: from from this tool next week that we can really
• 31:36
  Speaker 2: solve more more headaches than anything than cause them. Yes, CEOs,
• 31:44
  Speaker 2: director levels, executives, they don't really quite see it. They
• 31:47
  Speaker 2: like to see infographs, may look at them.
• 31:49
  Speaker 4: They like the numbers. The chart. Show me a one
• 31:51
  Speaker 4: page chart of numbers.
• 31:53
  Speaker 2: Yeah, and so now now knowing that I can, I
• 31:56
  Speaker 2: can break down what those numbers mean or how it
• 31:59
  Speaker 2: translate into the employee experience. And that's to me one
• 32:04
  Speaker 2: of the biggest I would say, like my pride, ye
• 32:09
  Speaker 2: pride of my work because I was able to get
• 32:13
  Speaker 2: the opportunity to run with next week where it was
• 32:17
  Speaker 2: just being underutilized for for some time.
• 32:20
  Speaker 4: If people don't really care that you brought in a new,
• 32:22
  Speaker 4: shiny tool, it's all about the outcome, right, So, how
• 32:25
  Speaker 4: has as you've been there for this amount of time,
• 32:28
  Speaker 4: how is bringing in that new capability shaped and formed
• 32:31
  Speaker 4: and evolved what you can actually deliver? What are the
• 32:34
  Speaker 4: outcomes that you've seen that you wouldn't be able to
• 32:36
  Speaker 4: do without it.
• 32:37
  Speaker 2: That's a good question because a lot of it is
• 32:39
  Speaker 2: behind the scenes.
• 32:40
  Speaker 1: You know.
• 32:40
  Speaker 2: We try we try to eliminate digital noise for the employee.
• 32:45
  Speaker 2: Also being a doctor serving the doctors, we don't want
• 32:49
  Speaker 2: to give them an what do you call it a headache.
• 32:53
  Speaker 5: Of a pop up, because that's the last thing they
• 32:55
  Speaker 5: want to see.
• 32:56
  Speaker 2: But at the end of it, we can we can
• 32:58
  Speaker 2: really start to folks us in on the results of
• 33:02
  Speaker 2: device remediations and things that they're not aware of, and
• 33:06
  Speaker 2: we show leadership, Hey, this is how we've improved overall
• 33:11
  Speaker 2: devices over time. That to me is one of the
• 33:16
  Speaker 2: like I mentioned a moment ago, it's my pride is
• 33:19
  Speaker 2: being able to just show what's going on behind the
• 33:23
  Speaker 2: scenes that they don't even realize, doctors and just employees
• 33:28
  Speaker 2: and associates.
• 33:29
  Speaker 4: It's that excitement sometimes you use the word adrenaline of
• 33:35
  Speaker 4: the proactive accomplishment, right it. People love to be in
• 33:39
  Speaker 4: the midst of the fire. We put the fire out
• 33:41
  Speaker 4: as two am. Nobody could fix it. But I found
• 33:43
  Speaker 4: the problem to the blue screens across the enterprise. We've
• 33:45
  Speaker 4: got to take that same adrenaline and put it into
• 33:47
  Speaker 4: the proactive side and you're down that path in a
• 33:50
  Speaker 4: big way. Look, not so much of the last ten years,
• 33:53
  Speaker 4: but the next ten years. What is the service desk?
• 33:56
  Speaker 4: What does it operations look like? How does it evolve?
• 33:59
  Speaker 4: Will it's still exist? We've talked about the death of
• 34:01
  Speaker 4: the service desk, the evolution of the service desk. What's
• 34:05
  Speaker 4: your envisioning of services over the next ten years and
• 34:09
  Speaker 4: maybe that's even two long five years.
• 34:10
  Speaker 2: I just got out of the Deck's automation training workshop,
• 34:13
  Speaker 2: So there's a lot of excitement now kind of considering
• 34:17
  Speaker 2: the new areas that we can tap into. Just automatic resolutions, right,
• 34:22
  Speaker 2: And that's to me kind of the future future scope
• 34:26
  Speaker 2: of what I'd like to see is service tests didn't
• 34:31
  Speaker 2: need to get involved. They fixed my issue without any
• 34:34
  Speaker 2: interaction besides a couple of clicks. I like the two
• 34:36
  Speaker 2: click solutions. So in the next five to ten years,
• 34:42
  Speaker 2: I'd love to see more hands off, but again working
• 34:47
  Speaker 2: behind the scenes to construct these flows that will help
• 34:51
  Speaker 2: the end user experience.
• 34:53
  Speaker 3: Our first guest today quite bullish about the idea that
• 34:56
  Speaker 3: the service desk could go extinct. Somebody works into seven desk.
• 35:01
  Speaker 3: Do you see that that kind of prognosis is more
• 35:03
  Speaker 3: a question of nomenclature, right, Okay, it's just it's just
• 35:06
  Speaker 3: calling it something different. At the end of the day,
• 35:08
  Speaker 3: it's the employee experience of matters, it's the date of
• 35:10
  Speaker 3: the matters, and it's the service for matters. Or does
• 35:13
  Speaker 3: that make you feel a way? Does it make you
• 35:14
  Speaker 3: feel insecure? How? What is your overall reading when you
• 35:17
  Speaker 3: think of your own career and its future.
• 35:19
  Speaker 5: I have no fear at all, well.
• 35:20
  Speaker 3: I can, I can tell them, nor should you, but
• 35:23
  Speaker 3: you know, just interested because some people do react to
• 35:26
  Speaker 3: it in a react.
• 35:27
  Speaker 4: And they react that way because they think it's the
• 35:29
  Speaker 4: death of my job. But if you've got a career
• 35:31
  Speaker 4: path to take your job to a new level, it's
• 35:34
  Speaker 4: sets aside.
• 35:35
  Speaker 3: If you if you're trying to find new solutions, progress
• 35:39
  Speaker 3: your own career, find new technology, then you can and
• 35:43
  Speaker 3: you have that kind of driving point of pride that
• 35:45
  Speaker 3: Drew does, you're going to be more than okay, right, yeah, yeah.
• 35:48
  Speaker 2: And I'm the type of person where I like to
• 35:51
  Speaker 2: be uncomfortable sometimes so that way I can really expand
• 35:57
  Speaker 2: my vision to know that there is a bigger true
• 36:01
  Speaker 2: So feeling like death of a service desk is not
• 36:04
  Speaker 2: so much a threat, it's where's my next opportunity as
• 36:08
  Speaker 2: part of the service desk? Because I have a certain
• 36:12
  Speaker 2: I like to serve in that sense that you know,
• 36:15
  Speaker 2: it's just part of my nature. So to be able
• 36:18
  Speaker 2: to provide a good experience, whether it's it's just in
• 36:21
  Speaker 2: general employee engagement, but otherwise providing a great customer service
• 36:27
  Speaker 2: is very part of my nature.
• 36:29
  Speaker 3: Have you seen on you survey report definite rebuff of
• 36:32
  Speaker 3: the service desk? No, oh, we must, we must hook
• 36:35
  Speaker 3: you up with it. After after the interview, talked to
• 36:37
  Speaker 3: a producer and we'd love to know what you think
• 36:39
  Speaker 3: of it and maybe have you on a mania to
• 36:40
  Speaker 3: discuss it further, because it's been an absolute pleasure.
• 36:42
  Speaker 4: Having you on, Drew.
• 36:43
  Speaker 3: Thank you, thanks so much, Thank you again, and I
• 36:46
  Speaker 3: enjoy the rest of experience. Thanks so much. Man, you're
• 36:49
  Speaker 3: just just good luck not knocking anything over.
• 36:51
  Speaker 4: It's even it's not.
• 36:52
  Speaker 3: Easy, and you know it's we're really in the flow now.
• 36:55
  Speaker 3: Tim A. Fourth and final guest, Steve, Matt and Steve. Welcome,
• 37:01
  Speaker 3: lovely to meet you. I'm going to meet you both
• 37:05
  Speaker 3: and from a systems architect. Veterans United Home Loans. Can
• 37:10
  Speaker 3: I just say, as a as an Englishman in your
• 37:12
  Speaker 3: country this week, a very American sounding organization, right, all
• 37:17
  Speaker 3: those things together, you know, Yes, we love our veterans
• 37:19
  Speaker 3: and how long. Yeah, quite rightly. But also the way
• 37:22
  Speaker 3: that the America provides like infrastructure and support for veterans
• 37:26
  Speaker 3: and you know, tell us a bit about the organization
• 37:28
  Speaker 3: for someone who's not Americans.
• 37:31
  Speaker 7: Yeah.
• 37:31
  Speaker 10: So we're a mortgage company based out of Columbia, Missouri.
• 37:34
  Speaker 10: We our core business is the Veterans Affairs Loan, not
• 37:39
  Speaker 10: affiliated with the VEA, but we that is our core business.
• 37:43
  Speaker 7: Yep.
• 37:44
  Speaker 3: We love serving the veterans and tell us about your
• 37:46
  Speaker 3: role and how that is.
• 37:49
  Speaker 10: My roles recently changed. I was in user computing focused,
• 37:54
  Speaker 10: but we are starting the new Decks team based on
• 37:56
  Speaker 10: our next excellent experience. So I'm still systems architect, but
• 37:59
  Speaker 10: more more decks focus now versus end user computing, keeping
• 38:03
  Speaker 10: things patched, that kind of stuff.
• 38:06
  Speaker 3: Fascinating to know how you feel about that transition. Do
• 38:09
  Speaker 3: you feel it's like it's a phase in your career
• 38:11
  Speaker 3: or do you feel like a door has opened into
• 38:13
  Speaker 3: something you see as having quite potentially kind of quite
• 38:17
  Speaker 3: quite a deep future, if you will.
• 38:19
  Speaker 10: Yeah, it's definitely going to have more focused potential. Yeah,
• 38:22
  Speaker 10: going down the road versus in user computing is just
• 38:25
  Speaker 10: the day to day management of workpoints or workstations. So
• 38:29
  Speaker 10: I think, yeah, there's definitely a lot more potential in
• 38:32
  Speaker 10: the Deck space.
• 38:34
  Speaker 3: And you're relatively relatively new to Deck as you say,
• 38:37
  Speaker 3: this is presumably your first experience.
• 38:39
  Speaker 7: This is my first conference, yes, and.
• 38:41
  Speaker 3: So far, I know it's early days. What's been the vibe,
• 38:44
  Speaker 3: what's being the experienced?
• 38:45
  Speaker 10: Like, I just got out of the automation course, which
• 38:48
  Speaker 10: is really good and a lot of good content on
• 38:51
  Speaker 10: issues worth solving or trying to solve today, So looking
• 38:55
  Speaker 10: forward to it, great confidence so far.
• 38:58
  Speaker 4: And you've got a diverse set of technology background. I
• 39:01
  Speaker 4: was just looking at some notes around the VMware User
• 39:03
  Speaker 4: group back in the early twenty ten twenty twelve timeframe,
• 39:07
  Speaker 4: organizing meetings and social events and demos and presentations. As
• 39:12
  Speaker 4: a techie myself, I always in we talked about earlier,
• 39:14
  Speaker 4: always value that community. Tom asked my opinion about how
• 39:18
  Speaker 4: I see the Decks community coming together. What's your opinion.
• 39:22
  Speaker 4: Is the community at events like this kind of a
• 39:25
  Speaker 4: seldom thing that allows you to collaborate with folks or
• 39:27
  Speaker 4: do you see in other areas how's the community coming
• 39:30
  Speaker 4: together around Decks.
• 39:32
  Speaker 10: I think the community is continually growing as a new
• 39:36
  Speaker 10: des or as a new nexting customer. I've definitely taken
• 39:39
  Speaker 10: advantage of the community site and all the knowledge sharing
• 39:42
  Speaker 10: that happens at that site, and with my past experience
• 39:45
  Speaker 10: in v mug VMware User Group, the networking portion of
• 39:49
  Speaker 10: those events is the biggest part of them. Yeah, getting
• 39:52
  Speaker 10: the product showcase type notes from our vendors is good,
• 39:56
  Speaker 10: but the networking of how other customers are using the
• 39:59
  Speaker 10: same technology and the nuances within their organization is the
• 40:03
  Speaker 10: biggest benefit of the community.
• 40:05
  Speaker 4: Truth, and that benefits you as an individual technologist and
• 40:10
  Speaker 4: your career. It benefits your employer as you kind of
• 40:13
  Speaker 4: formulate how you want to deliver some things. But there's
• 40:16
  Speaker 4: also value in it for the vendors. How do you
• 40:18
  Speaker 4: see the community providing feedback to vendors. What's been your
• 40:22
  Speaker 4: experience about the value that that community can give back
• 40:24
  Speaker 4: to product development and the overall spaces as a whole.
• 40:29
  Speaker 10: Yeah, we've had several instances at the VIMA where a
• 40:32
  Speaker 10: vendor here is an issue of one customer and they
• 40:34
  Speaker 10: think it's just that one customer's problem, and we quickly
• 40:38
  Speaker 10: find that no, that's an issue across the board, and
• 40:41
  Speaker 10: you need to get it resolved because you're affecting a
• 40:44
  Speaker 10: lot of customers. Yeah, so yes, it's very beneficial.
• 40:47
  Speaker 4: I've heard some customers say I went to my software vendor,
• 40:50
  Speaker 4: I gave them all my metrics and all my telemetry
• 40:52
  Speaker 4: about their problem, and the first question they had for
• 40:54
  Speaker 4: me was where did you get that? So it can
• 40:58
  Speaker 4: be extremely valuable not just the day from the telemetry,
• 41:01
  Speaker 4: but also feedback from people on why that problem is
• 41:06
  Speaker 4: such an issue for them.
• 41:07
  Speaker 10: Yeah, this the metrics like you're talking about, we've already
• 41:11
  Speaker 10: found that from the user perspective, our service now instance
• 41:14
  Speaker 10: is not as fast as we thought it was. Yeah,
• 41:17
  Speaker 10: as compared to the telemetry we're getting from the service
• 41:19
  Speaker 10: now instance versus the user experience. So right, yeah, we've
• 41:22
  Speaker 10: already found a lot of benefit with the metrics we
• 41:25
  Speaker 10: can get out of application experience.
• 41:28
  Speaker 3: And looking ahead across the next couple of days of
• 41:30
  Speaker 3: the agenda, what stands out to you most of all?
• 41:33
  Speaker 3: What are you most looking forward to and is it
• 41:35
  Speaker 3: anyone here that you know is attending that you're very
• 41:37
  Speaker 3: keen to talk about and break brightly.
• 41:40
  Speaker 10: I'm part of the Next Think Ambassador program fairly new,
• 41:44
  Speaker 10: so I'd like to meet all the fellow participants and
• 41:47
  Speaker 10: then also hear about the roadmap and what's coming in
• 41:51
  Speaker 10: down the pike and look at the products that we
• 41:56
  Speaker 10: currently do not use inside of Next Think, but we
• 41:58
  Speaker 10: would like to get more from our information about those.
• 42:02
  Speaker 10: We're a big WebEx shop, so collaboration experience doesn't play
• 42:05
  Speaker 10: that much into our company, but hopefully we'll get something
• 42:10
  Speaker 10: out of the conference and then adopt.
• 42:12
  Speaker 7: We want to look at dot also, but.
• 42:14
  Speaker 4: Even that feedback on WebEx our collaboration team. Our product
• 42:17
  Speaker 4: owners should know that, right, we've got customers who use
• 42:20
  Speaker 4: something that we don't have the same telemetroun let's add it.
• 42:24
  Speaker 4: We're going to go have some conversations.
• 42:26
  Speaker 3: Absolutely, Steve, your last guest of fort and I got
• 42:32
  Speaker 3: to ask you to end with a nice strong experience
• 42:35
  Speaker 3: plug if that's okay. If you're a DEX practitioner, should
• 42:39
  Speaker 3: you come to experience.
• 42:40
  Speaker 7: And why I think you should.
• 42:42
  Speaker 10: Just being able to get access to the product teams
• 42:46
  Speaker 10: at the conference, ask your questions and then also to
• 42:50
  Speaker 10: be able to hear from other customers on how they're
• 42:53
  Speaker 10: using the product that you may not have thought about
• 42:56
  Speaker 10: is very beneficial. And that's the biggest thing out of
• 42:58
  Speaker 10: the conference. And it's free.
• 43:00
  Speaker 3: It's free. It is there you go, it's free. Can't
• 43:03
  Speaker 3: be free if the hotel's ants free yeah yeah, Steve,
• 43:07
  Speaker 3: the conference office free.
• 43:08
  Speaker 7: So it's great.
• 43:09
  Speaker 3: Stay sat with us for a moment. Thank you so
• 43:11
  Speaker 3: much for coming on. Pleasure to talk to you. And
• 43:13
  Speaker 3: I want to thank everybody involved in pulling this this
• 43:16
  Speaker 3: extra special deck show together, thanks to Catherine, Sarah, Ella,
• 43:21
  Speaker 3: Justin and Jack. Is a great setup we've had. We've
• 43:24
  Speaker 3: had four fantastic guests. Thanks to all of them, Thanks
• 43:27
  Speaker 3: to you for tuning in, thanks to coming to experience,
• 43:30
  Speaker 3: and we hope to see you all very soon.
• 43:32
  Speaker 4: Tim, good to see you be covering it off time.
• 43:33
  Speaker 4: Thanks everybody, good to see you always. Good to be
• 43:35
  Speaker 4: with the young person.
• 43:36
  Speaker 3: I'll see you in London, See you soon, bye bye.
• 43:40
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• 44:03
  Speaker 1: Until next time.