Latest / The DEX Show: A Show for IT Change Makers / 🎤🎤 Live in Boston: Data, DEX, and a Few Fist Fights @ Nexthink Experience

Transcript

🎤🎤 Live in Boston: Data, DEX, and a Few Fist Fights @ Nexthink Experience · The DEX Show: A Show for IT Change Makers

• 0:01
  Speaker 1: Welcome it, change makers to the Deck Show with Tim
• 0:05
  Speaker 1: Flower and Tom McGrath. Let's get into it.
• 0:09
  Speaker 2: Welcome to the Deck Show, Welcome to Experience Boston. It's
• 0:12
  Speaker 2: ever a round of applause, everybody lovely to see while
• 0:17
  Speaker 2: we're a little bit worried there that are London going
• 0:20
  Speaker 2: to embarrass Boston, but.
• 0:22
  Speaker 3: You've made it up for it. Hello, Tim, good to
• 0:24
  Speaker 3: see man. How you doing?
• 0:25
  Speaker 2: Oh okay, fi bump lovely lovely? So who here listens
• 0:30
  Speaker 2: to the Deck Show. We're a v decks podcast. We've
• 0:32
  Speaker 2: got a few hands up. That's good to see. Thank
• 0:34
  Speaker 2: you put your hands it's polite. No one's gonna no
• 0:37
  Speaker 2: one's gonna test you on it, okay, just just that's great.
• 0:40
  Speaker 2: But we are a weekly podcast and we have, you know,
• 0:42
  Speaker 2: hundreds of fantastic guests every single year. Well that doesn't
• 0:46
  Speaker 2: quite work out mathematically, but you get you get my point.
• 0:49
  Speaker 2: And we're incredibly excited. I think the fourth year in
• 0:52
  Speaker 2: a row, the fifth year in a row that we're
• 0:54
  Speaker 2: doing live and experience. We've done London, now we're in Boston.
• 0:58
  Speaker 2: We're all excited. It's the biggest deck event of the year.
• 1:01
  Speaker 2: How you doing, Tim Flower, I'm doing a good time.
• 1:05
  Speaker 4: You've been shot out of a cannon this morning. It's
• 1:07
  Speaker 4: really cool to see.
• 1:08
  Speaker 3: Well at a round up some audience, this is can
• 1:12
  Speaker 3: you hear us?
• 1:13
  Speaker 5: Okay?
• 1:13
  Speaker 3: By the way, everybody is that? Okay? Okay, fantastic.
• 1:15
  Speaker 2: Well we have got We've got three wonderful, wonderful guests
• 1:18
  Speaker 2: to get to today, a bumper edition, you might say.
• 1:21
  Speaker 2: Before we do, however, we had to think of We
• 1:24
  Speaker 2: had to think of a bit, you know, because it's
• 1:26
  Speaker 2: a live podcast, you've got to think of you know.
• 1:30
  Speaker 2: And so we have a game for you all, okay,
• 1:32
  Speaker 2: And it's a game that's going to enable us to
• 1:34
  Speaker 2: get to know Tim Flower across the course across the
• 1:37
  Speaker 2: course of the podcast a little more intimately. Shall we
• 1:40
  Speaker 2: say that sounds a bit weird When the game is called,
• 1:45
  Speaker 2: are you experienced any Jimmy Hendrix fans in the audience?
• 1:48
  Speaker 3: You know, so you get the illusion there.
• 1:51
  Speaker 2: Right, and are you experience because we are, of course
• 1:54
  Speaker 2: at experience.
• 1:55
  Speaker 3: You see what we did there, And.
• 1:56
  Speaker 2: We're gonna ask between all the guests, We're gonna ask
• 1:58
  Speaker 2: Tim a question to find out how experienced Tim Flower is.
• 2:02
  Speaker 3: Okay, And the first I'm scared Okay.
• 2:05
  Speaker 2: The first question is Tim Flower, have you ever been
• 2:09
  Speaker 2: in a fist fight?
• 2:11
  Speaker 5: Have I ever been in a fist fight? So you reckon?
• 2:13
  Speaker 5: What do you reckon?
• 2:14
  Speaker 3: Yes?
• 2:15
  Speaker 2: Raise your hands, everybody feel everybody sees a man's I'm
• 2:21
  Speaker 2: a lover, not a fighter.
• 2:23
  Speaker 5: I'm a lover, not a fighter.
• 2:25
  Speaker 4: You can imagine growing up in the seventies and eighties
• 2:27
  Speaker 4: with the last name Flower, I had to defend my.
• 2:30
  Speaker 5: Family honor once in a while.
• 2:32
  Speaker 2: It was just black and blue the entire time, you know,
• 2:35
  Speaker 2: from the age of seven to seventeen, it was that
• 2:39
  Speaker 2: it was add.
• 2:40
  Speaker 5: A yes, Tim, it was a yes. You got it right?
• 2:42
  Speaker 2: Well, round of applause with Tim Flower defending, defend, defending
• 2:46
  Speaker 2: the Flower name. Glad to hear it, glad to hear it.
• 2:50
  Speaker 2: And I did say I would respond in kind. And
• 2:53
  Speaker 2: I have to tell you that I am I'm not
• 2:55
  Speaker 2: sure how to answer answer the question because I think
• 2:58
  Speaker 2: for a fist fight, you have to be two people fighting.
• 3:00
  Speaker 5: I've been you for yourself. I've been punched a few.
• 3:03
  Speaker 2: Times, but I haven't I've never really thrown back in
• 3:06
  Speaker 2: any earnest if I'm on. But let let's get them
• 3:09
  Speaker 2: with welcoming our first guest, and I think it's Christina.
• 3:13
  Speaker 3: Right, we're welcome.
• 3:14
  Speaker 5: No, we're gonna bring James up first.
• 3:15
  Speaker 3: We're gonna we're gonna bring James. Sorry, everybody bear with me.
• 3:18
  Speaker 2: Yes, well, we're very very blessed to have him because
• 3:20
  Speaker 2: we did lose one of our guests yesterday. But he's
• 3:23
  Speaker 2: presenting a fantastic breakout later today which we'll hear more about.
• 3:27
  Speaker 2: He's a director of Digital Workplace Services at Campbell's and
• 3:30
  Speaker 2: he's James Crick. Ladies and gentlemen, rounded, applause for James, James.
• 3:38
  Speaker 2: Thank you, sir, come on in. Welcome James. Thanks for James.
• 3:41
  Speaker 2: And here is your look. You've got like a.
• 3:44
  Speaker 6: Testing testing Thanks for having me.
• 3:46
  Speaker 3: Guys.
• 3:47
  Speaker 2: Oh it's some, it's some. It's our pleasure. Really, it's
• 3:50
  Speaker 2: our pleasure. And tell us, Audden, tell us about a
• 3:52
  Speaker 2: bit about yourself and and your role first of all
• 3:54
  Speaker 2: at Campbell's.
• 3:54
  Speaker 7: Please sure sure before I do that, I do want
• 3:57
  Speaker 7: to say it's an honor to be here on the
• 3:58
  Speaker 7: deck show.
• 3:58
  Speaker 5: Thanks man, happy very much.
• 4:01
  Speaker 6: You guys asked me last minute, did you have a
• 4:02
  Speaker 6: fistfight with a guy.
• 4:03
  Speaker 5: Before we did?
• 4:04
  Speaker 4: Ye?
• 4:04
  Speaker 3: I like that, so I guess that's.
• 4:06
  Speaker 7: My benefit, right, all right. So I've James Crick Campbell's.
• 4:11
  Speaker 7: I've been in the IT industry for about thirty years.
• 4:14
  Speaker 7: Started out of college as a desktop support tech was
• 4:17
  Speaker 7: actually outsourced at the time the biggest outsourcer service provider
• 4:22
  Speaker 7: in the world, and spent twenty years of my career
• 4:24
  Speaker 7: there gaining a lot of experience, a lot of different roles,
• 4:29
  Speaker 7: and then took a left turn and left outsourcing business.
• 4:33
  Speaker 7: I went to a company where we created and developed
• 4:37
  Speaker 7: a team to do service delivery for service desk, desktop
• 4:40
  Speaker 7: support and modern device and then after that came to
• 4:44
  Speaker 7: Campbell's and now I'm actually on another side of the table,
• 4:46
  Speaker 7: so to speak, managing an outsourcer for those respective services.
• 4:50
  Speaker 3: And you got to break out later today, what was
• 4:52
  Speaker 3: that going to be about?
• 4:53
  Speaker 7: Ooh, that's going to be very exciting. So at one o'clock,
• 4:57
  Speaker 7: everybody just on the ensemble f right.
• 4:59
  Speaker 3: Down there, miss it.
• 5:01
  Speaker 7: Yeah, we'll be sharing a lot of the great things
• 5:04
  Speaker 7: that we're doing at Campbell's with The Next thing.
• 5:07
  Speaker 3: Is Campbell's as iconic a brand here as in the UK.
• 5:11
  Speaker 6: I have to say, you know, in the UK, I
• 5:12
  Speaker 6: didn't know it was iconic.
• 5:14
  Speaker 3: It genuinely. Is it's beIN the name everything.
• 5:17
  Speaker 7: Yeah, it's actually got a very fascinating history, but I
• 5:20
  Speaker 7: won't go into that too much. But yeah, since eighteen
• 5:22
  Speaker 7: sixty nine it was Wow, Sure, sure, but we changed
• 5:26
  Speaker 7: the name to the Campbell's Company because soup is only
• 5:29
  Speaker 7: twenty percent of our revenue. Now it's it's a whole
• 5:32
  Speaker 7: host of different products and brands now.
• 5:35
  Speaker 2: And rumor is that you guys recently got quite a
• 5:38
  Speaker 2: distinguished award we did.
• 5:40
  Speaker 3: Can you tell us a bit about it?
• 5:41
  Speaker 4: Did?
• 5:41
  Speaker 3: Sure?
• 5:42
  Speaker 6: Thank you.
• 5:43
  Speaker 7: So there's an industry analyst consultancy called Digital Workplace Group.
• 5:49
  Speaker 7: We've been a member for several years and they're on there,
• 5:52
  Speaker 7: I think their eighth year of their awards, where they
• 5:55
  Speaker 7: basically give out awards for organizations enterprises that develop high
• 6:01
  Speaker 7: performing digital workplace environments, and we won an award called
• 6:06
  Speaker 7: Data led Experience Management. I can't share too much of
• 6:12
  Speaker 7: the criteria because that's stealing some of the thunder at the.
• 6:17
  Speaker 6: Caning at one o'clock.
• 6:18
  Speaker 7: But what I will give you Tim and Tom is
• 6:21
  Speaker 7: a taste of we're very intentional at Campbell's, right.
• 6:25
  Speaker 6: A lot of the.
• 6:26
  Speaker 7: Actions and trans transitions that we make at the company
• 6:30
  Speaker 7: are predicated on data and Next Thing provides a wealth
• 6:36
  Speaker 7: of data to us, and so a lot of the
• 6:39
  Speaker 7: implementations that we've done with Next Thing kind of afforded
• 6:43
  Speaker 7: us to get that award. In fact, that guy right
• 6:45
  Speaker 7: over there, Rory Gardner, was the one who presented me
• 6:47
  Speaker 7: the award, So a little shout out to Rory. Yeah,
• 6:51
  Speaker 7: but yeah, it was definitely an honor for us to
• 6:53
  Speaker 7: win that team award.
• 6:54
  Speaker 3: Pobulous cool.
• 6:56
  Speaker 4: So let's let's stay on that theme and connect the
• 6:58
  Speaker 4: dots between that award, data, lead management, and outcomes.
• 7:03
  Speaker 5: Right, So talk a little bit.
• 7:05
  Speaker 4: About what the efforts were, kind of what the outcomes are.
• 7:09
  Speaker 5: What are you seeing from real results? Did you what?
• 7:12
  Speaker 5: Did you?
• 7:13
  Speaker 7: Absolutely great question, Tim. I've been at Campbell's six years
• 7:20
  Speaker 7: and so we haven't had next Thing for six years,
• 7:22
  Speaker 7: actually just the last two. But we've seen with a
• 7:26
  Speaker 7: lot of the levers that we've pulled to drive the initiatives,
• 7:30
  Speaker 7: year over year, our service desk contact volume has gone
• 7:34
  Speaker 7: down year over year by ten percent plus year over year,
• 7:38
  Speaker 7: which is to me astounding. I've seen lots of different
• 7:41
  Speaker 7: especially in outsource, and a lot of different environments, a
• 7:43
  Speaker 7: lot of different metrics. I've never seen such a phenomenal
• 7:46
  Speaker 7: stare step down our incident volume, which is kind of
• 7:50
  Speaker 7: like the you know what you strive for, you want
• 7:52
  Speaker 7: that to go down year over year, and so we've
• 7:54
  Speaker 7: seen that over the past five years. MTTR again, same
• 7:59
  Speaker 7: story over year improvement.
• 8:02
  Speaker 6: And then our c SATs.
• 8:04
  Speaker 7: When I first started with a company, we were about
• 8:06
  Speaker 7: anywhere ranging between eighty to eighty five percent. For the
• 8:10
  Speaker 7: last three years we've been ninety five percent plus.
• 8:13
  Speaker 4: And do you do c SAT like a lot of
• 8:15
  Speaker 4: it organizations on feedback from a ticket and experience with
• 8:19
  Speaker 4: a help desk or customers sat on it in general,
• 8:23
  Speaker 4: whether or not they logged a call correct.
• 8:26
  Speaker 7: So one of the odd things when I got to Campbell's,
• 8:28
  Speaker 7: they do one hundred percent. So every ticket gets a survey.
• 8:32
  Speaker 7: To me, that's over surveying your public. But our return rate,
• 8:35
  Speaker 7: I can't argue with our return rates, it's like seven
• 8:37
  Speaker 7: percent usually in that vein it's industry standards around three percent.
• 8:41
  Speaker 6: So we're really happy with that. And now we're.
• 8:43
  Speaker 7: Starting to dip our toe into the sentiment aspect of
• 8:46
  Speaker 7: next thing to also gain feedback in that avenue.
• 8:49
  Speaker 4: So feedback from employees is one thing. What's the feedback
• 8:51
  Speaker 4: been from leadership and kind of opinions on your efforts?
• 8:56
  Speaker 7: Sure, so the leadership is, you know, treating us well well, right, Bill,
• 9:03
  Speaker 7: We've partnered, so some of the success has fostered other
• 9:07
  Speaker 7: organizations across the business within Campbell's to reach out and say, hey,
• 9:11
  Speaker 7: those cool branded pop ups that you guys do, can
• 9:13
  Speaker 7: we get in on that? And so we've had hr
• 9:15
  Speaker 7: communications some of the other businesses approach us. So I'll
• 9:19
  Speaker 7: give you a quick example. Right, every company goes through
• 9:22
  Speaker 7: their annual benefits enrollment, So that team reached out last
• 9:26
  Speaker 7: year and right they you know, we'll do the traditional
• 9:30
  Speaker 7: email on the internal.
• 9:31
  Speaker 6: Social media posts.
• 9:32
  Speaker 7: Hey it's that time of year if you're going in
• 9:35
  Speaker 7: the company needs to sign up for their benefits. They
• 9:38
  Speaker 7: asked us to do a pop up in like the
• 9:40
  Speaker 7: last week before it ended, and they said the spike
• 9:43
  Speaker 7: that they had the day that we did the pop
• 9:45
  Speaker 7: up was huge compared to their other avenues. So a
• 9:49
  Speaker 7: lot of people are clamoring to us, focusing specifically on
• 9:53
  Speaker 7: the engagement campaigns.
• 9:55
  Speaker 5: And are you seeing it now?
• 9:56
  Speaker 4: People are realizing that it's part of your DNA and
• 9:59
  Speaker 4: necessary part of their un the operation or do you find
• 10:01
  Speaker 4: yourselves of having to evangelize still on the benefit.
• 10:05
  Speaker 6: We do still have to evangelize to some extent.
• 10:08
  Speaker 7: So as much as I have some of the business
• 10:09
  Speaker 7: partners clamoring to get in, I was a little surprised
• 10:14
  Speaker 7: that some of our IT brethren are not chopping at
• 10:18
  Speaker 7: the bit. We do have our network team, we train
• 10:21
  Speaker 7: them all up on it. We're doing another round of
• 10:23
  Speaker 7: training soon because again data Next Think has just a
• 10:28
  Speaker 7: wealth of data that you can consume and take action upon.
• 10:31
  Speaker 7: But there's other groups in it that we believe that
• 10:34
  Speaker 7: can benefit, especially the application side of the house, and
• 10:36
  Speaker 7: nobody from the application side of the house has really
• 10:39
  Speaker 7: knocked on our doors.
• 10:39
  Speaker 6: So we're doing the evangelist.
• 10:41
  Speaker 5: Cool, No.
• 10:44
  Speaker 3: Fantastic.
• 10:44
  Speaker 2: And when it comes to AI, you know, particularly like
• 10:47
  Speaker 2: next Think innovation within AI, are you getting any value
• 10:52
  Speaker 2: out of it? Is anything particularly cool your eye? The
• 10:54
  Speaker 2: next thing's announced and launched in the last few months.
• 10:56
  Speaker 7: Yeah, the the infusion of AI into next Think assist.
• 11:02
  Speaker 7: I have a lot of high hopes for It's interesting
• 11:05
  Speaker 7: our implementation. I remember Tim, the first time I met
• 11:08
  Speaker 7: you was at a Gartner show and Javine right and
• 11:12
  Speaker 7: I remember watching you speak to the audience and you
• 11:15
  Speaker 7: were explaining how a lot of times an organization will
• 11:19
  Speaker 7: bring in next Think and one of the first things
• 11:22
  Speaker 7: they do, kind of low hanging fruit, is they'll they'll
• 11:25
  Speaker 7: do the API with a ticketing tool, and they'll they'll
• 11:29
  Speaker 7: use next Think as.
• 11:30
  Speaker 6: A first step to really help the.
• 11:32
  Speaker 7: Agents and the texts to help with problem determination resolution.
• 11:37
  Speaker 6: We had Campbell's we actually kind of skipped that step.
• 11:39
  Speaker 7: We went right to the kind of level zero versus
• 11:42
  Speaker 7: level one and two to kind of get those masses
• 11:45
  Speaker 7: of incident reduction. And it's just now that we're starting
• 11:49
  Speaker 7: to really do the full court press on education to
• 11:52
  Speaker 7: our agents in our texts and with the infusion that
• 11:55
  Speaker 7: the timing right, so we're also at the same time
• 11:57
  Speaker 7: rolling out where a big micros off shops are rolling
• 12:00
  Speaker 7: out Copilot to our environment or enterprise, and so we're
• 12:04
  Speaker 7: training all of our folks, including our agents and tech.
• 12:08
  Speaker 7: So the fact that they're learning AI and now that
• 12:12
  Speaker 7: there's an infusion of AI into Next Think assists where
• 12:16
  Speaker 7: you can type in the conversational prompt and they're getting
• 12:19
  Speaker 7: better at those prompts, we believe that's going to help
• 12:22
  Speaker 7: a lot with the resolution.
• 12:24
  Speaker 5: Amazing James.
• 12:25
  Speaker 2: Before we let you go and we plug one last
• 12:28
  Speaker 2: time your exciting breakout.
• 12:30
  Speaker 3: Thank you, and let's pretend you weren't doing a breakout.
• 12:32
  Speaker 3: What drules you to experience? What can you what could
• 12:35
  Speaker 3: your peers seek from coming to this event in person?
• 12:37
  Speaker 5: What's jone?
• 12:38
  Speaker 7: Absolutely, this is my second year, so last year. It's
• 12:41
  Speaker 7: fantastic time, So there's no way I was not going
• 12:43
  Speaker 7: to miss it. Essentially, you have some of the best
• 12:49
  Speaker 7: minds from Next Think from all over the world under
• 12:52
  Speaker 7: one roof here where you can tap into and listen
• 12:55
  Speaker 7: to right Then on top of that, you bring all
• 12:58
  Speaker 7: of your your vendors and partners here and showcase that
• 13:02
  Speaker 7: you have people like myself that will share their experiences
• 13:05
  Speaker 7: of how they're using next Thing. So all of that collectively,
• 13:09
  Speaker 7: the amount of information that you get out of these
• 13:11
  Speaker 7: two days is you know, comparable.
• 13:15
  Speaker 3: We appreciate it, man, So is one pm?
• 13:17
  Speaker 6: One pm? Which room is samble f? Yeah, everybody's company.
• 13:22
  Speaker 2: Don't miss it, everybody and show a big round of applause.
• 13:25
  Speaker 3: Huge thanks James, Man. We appreciate it.
• 13:30
  Speaker 8: Friends.
• 13:32
  Speaker 3: Okay, who wants another round.
• 13:34
  Speaker 2: Of are you experienced? We want to know more about
• 13:37
  Speaker 2: Tim Flower. Yes, okay, here's here's a question.
• 13:42
  Speaker 3: Once again, we're going to put it to the audience. First,
• 13:45
  Speaker 3: do we think that Tim Flower.
• 13:47
  Speaker 2: Has appeared on stage before, not in this capacity, but
• 13:51
  Speaker 2: in a play.
• 13:52
  Speaker 3: Raise your hands if you think Tim's been in.
• 13:54
  Speaker 2: A play, A street fighting man, and and and a
• 13:58
  Speaker 2: ftpian Tim is that accurate?
• 14:00
  Speaker 5: It's a It is accurate. It is accurate.
• 14:03
  Speaker 3: I actually knew this from an earlier show. But tell
• 14:05
  Speaker 3: us what the play was to it was and Meghan.
• 14:09
  Speaker 4: Meghan actually took a walk, which she can relate to
• 14:11
  Speaker 4: this as well. I played Oliver, so it's kind of fitting, right,
• 14:17
  Speaker 4: fist fight. You can imagine Oliver twists. It's more appropriate
• 14:20
  Speaker 4: conversation for maybe the tobacco docks that setting.
• 14:22
  Speaker 3: Yeah, yeah, Oliver.
• 14:24
  Speaker 4: Twist was my claim to fame. And was it the musical?
• 14:27
  Speaker 4: It was absolutely in the musical and so well one song,
• 14:30
  Speaker 4: one song you'd have to sing it, but I'll do
• 14:34
  Speaker 4: a lyric. Consider yourself, right, let's go food, glorious food, food,
• 14:40
  Speaker 4: glorious food.
• 14:42
  Speaker 5: And my big solo, I do anything I do.
• 14:45
  Speaker 2: Yeah, okay, it's good memories, Okay, nice, all right, Well,
• 14:48
  Speaker 2: I'm not actual gonnadd I actually sang in a pantomime?
• 14:50
  Speaker 3: Did you sang in a pantomime at Christmas?
• 14:53
  Speaker 5: Break the rules?
• 14:55
  Speaker 4: What do you mean you can you can verbalize in
• 14:58
  Speaker 4: a pantomime?
• 14:59
  Speaker 3: Yeah?
• 14:59
  Speaker 2: Yeah, anto, we call it all right. It's like it's
• 15:02
  Speaker 2: like a Christmas plaything, and I sang, I'll do anything.
• 15:05
  Speaker 2: But it was in like Cinderella ros all right, I
• 15:07
  Speaker 2: was like buttons.
• 15:09
  Speaker 3: Okay, So who we got next? We've got christ with
• 15:11
  Speaker 3: Christina Stina.
• 15:12
  Speaker 2: Okay, please put your hands together and welcome from Bayer.
• 15:16
  Speaker 3: It's Christine Lea.
• 15:17
  Speaker 5: Hey, hi Christina, thanks for joining us.
• 15:22
  Speaker 3: Hi Christina, welcome to the show. How you doing here?
• 15:25
  Speaker 3: Is your Mike Raffon?
• 15:27
  Speaker 5: Thank you? Yeah?
• 15:28
  Speaker 4: The bumpy ride in we're delayed ride in?
• 15:31
  Speaker 3: Yes, yeah we did. Have you been in the play before, Christina? No? No,
• 15:35
  Speaker 3: what about a fistfight outside of siblings? Now?
• 15:39
  Speaker 2: Okay, yeah that's true. That definitely doesn't count. Well, welcome
• 15:43
  Speaker 2: to experience. This is your first time.
• 15:45
  Speaker 9: Here, first time out experience.
• 15:46
  Speaker 2: First experience. Okay, fantastic. Introduce yourself and your business recipit.
• 15:51
  Speaker 9: So my name is Christina lar I'm currently here from
• 15:53
  Speaker 9: Bear Saint Louis, Missouri. Been with Bird eleven years in
• 15:58
  Speaker 9: the industry fourteen. My back ground is very much an
• 16:01
  Speaker 9: architecture engineering and then recently took over our dex platform
• 16:06
  Speaker 9: as a product manager.
• 16:07
  Speaker 2: Soupep and what have been some of the key achievements, say,
• 16:10
  Speaker 2: over this first year with a platform.
• 16:13
  Speaker 9: So overall, one of our major achievements this year was
• 16:16
  Speaker 9: the rollout of the platform operationalizing it. We do work
• 16:20
  Speaker 9: with external managed service partners, so it's not as simple
• 16:23
  Speaker 9: as just bringing a product and managing it in house
• 16:27
  Speaker 9: because we have external partners that play key roles within it.
• 16:30
  Speaker 9: So major accomplishment obviously rolling out our DX platform, further
• 16:35
  Speaker 9: building out the team as well as we start to
• 16:38
  Speaker 9: forward look at what we want to do not just
• 16:41
  Speaker 9: in DX but also the agentic AI space additionally with
• 16:45
  Speaker 9: data Foundation and how we want to further driver data
• 16:47
  Speaker 9: analytics platforms moving forward.
• 16:49
  Speaker 5: Cool amazing.
• 16:50
  Speaker 4: So for folks that have been listening to the podcast
• 16:53
  Speaker 4: for a while, you've heard me draw the parallels between
• 16:57
  Speaker 4: healthy It and healthy society that we are as a society.
• 17:02
  Speaker 4: We are more healthy if we eat right, we exercise,
• 17:05
  Speaker 4: we get our vaccinations, we stay out of the hospital,
• 17:07
  Speaker 4: and we're less of a cost burden to the system.
• 17:11
  Speaker 4: Same goes with it healthy happy employees. If you keep
• 17:14
  Speaker 4: things running well, are you seeing kind of in your
• 17:17
  Speaker 4: environment and acknowledgment of that that it's no longer keeping
• 17:20
  Speaker 4: things healthy is no longer kind of nice to have,
• 17:23
  Speaker 4: but it's a really a necessary part of the org.
• 17:26
  Speaker 9: Yes, and this gets i would say, stronger and stronger
• 17:30
  Speaker 9: every day as the years go on. We're more and
• 17:32
  Speaker 9: more reliant on our laptops working, our endpoints working.
• 17:36
  Speaker 6: It should just work.
• 17:40
  Speaker 9: Every minute loss is minute loss with our customers in
• 17:43
  Speaker 9: those customers spanning outside of healthcare, but also in the
• 17:47
  Speaker 9: crop space and the consumer space. Very important because in
• 17:51
  Speaker 9: the end our customers internally within it are customers who
• 17:56
  Speaker 9: directly face our customers externally in the industry.
• 18:00
  Speaker 3: But again you see a domino effect.
• 18:01
  Speaker 9: They lose time, we lose time in the industry.
• 18:04
  Speaker 5: Yep.
• 18:05
  Speaker 4: So we're kind of celebrating the launch of our first
• 18:08
  Speaker 4: annual workplace Productivity report, cracking the decks equation. Everyone's got
• 18:13
  Speaker 4: a little bit of a different formula, a different equation
• 18:15
  Speaker 4: of what that actually means to them. Talk a bit
• 18:17
  Speaker 4: about what is part of your equation and what some
• 18:20
  Speaker 4: of the results are.
• 18:21
  Speaker 9: Yeah, So we put a lot of heavy emphasis on
• 18:23
  Speaker 9: our DX really in the last quarter. So we do
• 18:26
  Speaker 9: operate in what's called ninety days sprints, and in our
• 18:29
  Speaker 9: last ninety days major focus of ours was DX. Through
• 18:33
  Speaker 9: that we rebaselined our DX score. We shifted things based
• 18:38
  Speaker 9: upon what BEAR needed, not so much the industry because
• 18:41
  Speaker 9: we already know within the organization we're behind on a
• 18:44
  Speaker 9: lot of stuff, so we already know it's adversely affecting us.
• 18:48
  Speaker 9: But where can we provide the most value instead of
• 18:50
  Speaker 9: wasting time where a particular root cause causing that that
• 18:54
  Speaker 9: DX impact might take six to nine months to fix,
• 18:58
  Speaker 9: Where can we further put our f and focus there.
• 19:01
  Speaker 9: So as we rebaselined our DX, how we built our
• 19:05
  Speaker 9: equation out was obviously the sentiment and the technology side,
• 19:08
  Speaker 9: but we took out non key enabling drivers maybe it's
• 19:14
  Speaker 9: a collaboration, maybe it's particular websites or URLs or the
• 19:18
  Speaker 9: whole application side, and we put actual focus on underlying
• 19:23
  Speaker 9: foundational pieces such as device performance in other areas. And
• 19:27
  Speaker 9: then our idea as we further build out the DX equation,
• 19:30
  Speaker 9: we'll focus more on a benefit analysis around it and
• 19:33
  Speaker 9: then consistently review that DX score and optimize that equation.
• 19:38
  Speaker 9: It should never be a stagnant equation on our side.
• 19:42
  Speaker 2: Thank you for that, And I should put in a
• 19:44
  Speaker 2: plug for people who want to find out more about
• 19:47
  Speaker 2: the decks equation.
• 19:48
  Speaker 3: When you report it.
• 19:50
  Speaker 2: Funds that four hundred and seventy thousand hours are lost
• 19:53
  Speaker 2: per years for enterprises due to poor decks And if
• 19:56
  Speaker 2: you want to start putting some productivity findings and figures
• 20:00
  Speaker 2: on your DEX investment, go over to the Ambassador's hub
• 20:03
  Speaker 2: where you can download the report, or go over to
• 20:06
  Speaker 2: the next new website where you can get it as well.
• 20:08
  Speaker 2: Absolutely check that out. What is next on the roadmap
• 20:11
  Speaker 2: for Bayo Usina.
• 20:13
  Speaker 9: So first thing is data enablement. Our next on our
• 20:17
  Speaker 9: roadmap is absolutely a key data foundation layer as we
• 20:22
  Speaker 9: forward look in the next year. The ideas once you
• 20:25
  Speaker 9: have good data, you can start making it intelligent, you
• 20:27
  Speaker 9: can start adding anomaly detection, you can start really driving
• 20:30
  Speaker 9: improvement without all the manual intervention. And this is where
• 20:33
  Speaker 9: we're using DEX as a key driver to further building
• 20:37
  Speaker 9: out this full agentic view.
• 20:40
  Speaker 2: Fantastic and looking at the agenda across Experience Boston, what
• 20:45
  Speaker 2: stands out to you, what are you excited about doing well.
• 20:47
  Speaker 9: We're here most of all networking understanding what others are doing,
• 20:51
  Speaker 9: seeing where we can rinse and repeat, where we can
• 20:53
  Speaker 9: shift also our focus. But maybe somebody's already done it.
• 20:56
  Speaker 9: We don't have to spend that amount of time on
• 20:58
  Speaker 9: implementing it within the organized cool.
• 21:01
  Speaker 4: Let me ask you a little bit of a curveball.
• 21:05
  Speaker 4: What's when you turn the lights on? When next thing
• 21:07
  Speaker 4: you find? Obviously the things you know about anything come
• 21:09
  Speaker 4: to mind over the last little bit of time of
• 21:11
  Speaker 4: something you found that you didn't even expect. Kind of
• 21:15
  Speaker 4: do you look at the environment, what kind of data
• 21:17
  Speaker 4: are you seeing that you said, Wow, I didn't even
• 21:19
  Speaker 4: know that was out there.
• 21:22
  Speaker 9: Uh, we see it in multiple areas. We we obviously
• 21:25
  Speaker 9: see the things we expected, log on boot times, things
• 21:28
  Speaker 9: like that. I would say that our key drivers of
• 21:31
  Speaker 9: things like impact of CPU, impact of memory and disk
• 21:36
  Speaker 9: space wasn't always what we thought it was, So I
• 21:40
  Speaker 9: would say that was a little bit of a surprise,
• 21:42
  Speaker 9: but based upon the data, we were able to optimize
• 21:45
  Speaker 9: that and it's back to exactly.
• 21:46
  Speaker 3: Where we thought it was.
• 21:47
  Speaker 5: Great.
• 21:49
  Speaker 3: Christina, thank you so much, Van, thank you, thanks such.
• 21:56
  Speaker 5: Thanks Christin, thank you thanks.
• 22:00
  Speaker 2: Okay, one last round everywhere we go, last round of
• 22:03
  Speaker 2: are you experienced?
• 22:04
  Speaker 3: Tim Flower? Edition?
• 22:05
  Speaker 2: Tim Flower, I'm gonna ask him and we're gonna have
• 22:07
  Speaker 2: to show hands before he answers. Okay, The question is,
• 22:11
  Speaker 2: has Tim Flower ever been thrown out of the bar?
• 22:14
  Speaker 5: We already know he's been in. Did the fight happen
• 22:17
  Speaker 5: in the bar?
• 22:17
  Speaker 3: So you know, do we think he's been thrown out
• 22:19
  Speaker 3: the bar? Raisy hands? If it's a yes, Oh, look
• 22:23
  Speaker 3: at that one. You know, highly respectable, highly respectable, never.
• 22:29
  Speaker 5: Been thrown out of a bar.
• 22:30
  Speaker 4: You were quite right intimately, Well, I get yeah, No,
• 22:34
  Speaker 4: I'm very very respectable in the bar.
• 22:37
  Speaker 3: I have been frond out of you.
• 22:41
  Speaker 2: I'm afraid to say, everybody, I'm afraid to say. And
• 22:43
  Speaker 2: you know now we're gonna welcome our final guest.
• 22:48
  Speaker 3: Our final guest. He's Ryan Way from Warburg Pinkers.
• 22:51
  Speaker 5: Brian, come up here, Come on, Brian.
• 22:53
  Speaker 4: And while Ryan's coming up, if anybody in the back
• 22:55
  Speaker 4: can't hear us, there are headphones if you'd like to
• 22:57
  Speaker 4: grab a headphone if you're unable to.
• 22:59
  Speaker 3: Hear yes, or is your microphone? Welcome to Experienced Boston.
• 23:04
  Speaker 3: Welcome to the deck Show. Life. Thank you is first
• 23:08
  Speaker 3: time experience.
• 23:09
  Speaker 10: It is my second time, but first time as an
• 23:11
  Speaker 10: active customer. Last year I understood half of the terminologyious.
• 23:16
  Speaker 5: Now you understand it all?
• 23:18
  Speaker 3: Yeah, of course, what was that experience like last year?
• 23:21
  Speaker 2: I mean it was how early in your dex's journey
• 23:24
  Speaker 2: were you at that point?
• 23:26
  Speaker 8: About negative one month?
• 23:27
  Speaker 10: So I came in just very thirsty for knowledge, attending
• 23:32
  Speaker 10: every breakout session. I could not understanding what was happening
• 23:36
  Speaker 10: on the spotlight stage at the time, but still writing
• 23:38
  Speaker 10: things down. But it all came in valuable later because
• 23:41
  Speaker 10: I was like, oh, this makes sense now, okay, let
• 23:43
  Speaker 10: me go back.
• 23:44
  Speaker 8: How can I apply this?
• 23:46
  Speaker 2: And I mean just to tell people a bit about
• 23:48
  Speaker 2: yourself and your business as well to begin Sure.
• 23:50
  Speaker 10: Yeah, my name is Ryan Way. I worked for Warburg Pinkus.
• 23:53
  Speaker 10: It's a private equity firm where a global company. I'm
• 23:57
  Speaker 10: based out of our New York flagship office. I've been
• 24:00
  Speaker 10: with Warburg since twenty eleven. I was raised on the
• 24:03
  Speaker 10: level one level two teams. Recently about two or three
• 24:07
  Speaker 10: years ago, transition to our infrastructure team, and then the
• 24:10
  Speaker 10: timing was right when we started looking at next think.
• 24:13
  Speaker 10: I raised my hand and said hey, I want to
• 24:14
  Speaker 10: do this, and now here I am.
• 24:18
  Speaker 4: So I love I love talking with like minded it
• 24:22
  Speaker 4: folks that have that proactive mindset. Back when I was
• 24:25
  Speaker 4: at the Hertford stood up the proactive services team and
• 24:28
  Speaker 4: it changed everything for us.
• 24:29
  Speaker 5: Led to me coming here.
• 24:31
  Speaker 4: Talk a bit about what proactive services means to you.
• 24:34
  Speaker 4: What kinds of things are you doing? How has it
• 24:36
  Speaker 4: changed your operation?
• 24:38
  Speaker 10: Yeah, I'm going to say for myself, I approached it
• 24:42
  Speaker 10: very greedily. If I was still on the help desk team,
• 24:45
  Speaker 10: if I was still on level two, how could I
• 24:48
  Speaker 10: make my own life easier if I had unlimited control
• 24:52
  Speaker 10: over our decks platform, unlimited data from the endpoints, you know,
• 24:56
  Speaker 10: ability to send remote actions workflows. That was my first step.
• 25:00
  Speaker 10: I didn't I didn't care as much about the deck score.
• 25:03
  Speaker 10: Maybe I should have. It was more how do I
• 25:06
  Speaker 10: improve the lives of the technicians First, get them to
• 25:09
  Speaker 10: fall in love with the product, and then they can
• 25:11
  Speaker 10: say this is perfect.
• 25:12
  Speaker 8: Now can we do this?
• 25:14
  Speaker 10: So I wanted like a self generating platform and I'm
• 25:18
  Speaker 10: still working through that, but it's been very well received.
• 25:22
  Speaker 4: And Christina talked a little bit about some of the
• 25:24
  Speaker 4: things that they're seeing in the environment and the changes
• 25:27
  Speaker 4: that they're making. You talked about kind of the and
• 25:29
  Speaker 4: I refer to it as this is your first thoughts
• 25:33
  Speaker 4: of proactive it ta or for selfish reasons, how do
• 25:35
  Speaker 4: I make my job easier?
• 25:36
  Speaker 5: How do to make things better for me?
• 25:38
  Speaker 4: Talk about what proactive services means to actually improving the
• 25:42
  Speaker 4: experience of the people that you support. What kind of initiatives,
• 25:45
  Speaker 4: what kind of efforts are you you have underway that
• 25:47
  Speaker 4: make their lives better.
• 25:48
  Speaker 10: Yeah, a lot of it is identifying where we can
• 25:52
  Speaker 10: use like self healing workflows, where it was mentioned earlier
• 25:56
  Speaker 10: the web hoook, create a ticket, have someone follow up
• 25:58
  Speaker 10: on it. I'm trying to bypass that step where first
• 26:02
  Speaker 10: we recognize this is a repeatable solution, now let's automate it.
• 26:07
  Speaker 10: So anywhere that I can apply that, I'm immediately just
• 26:10
  Speaker 10: jumping for it. Beyond that, not to steal the thunder
• 26:16
  Speaker 10: of later, but I saw there's a breakout session called
• 26:18
  Speaker 10: suffering in silence.
• 26:19
  Speaker 8: Yeah, that's been our focus.
• 26:22
  Speaker 10: Like we know there are users who are suffering in silence.
• 26:25
  Speaker 10: They're willing to just endure crashes if they can get
• 26:27
  Speaker 10: back to work without a big downtime.
• 26:30
  Speaker 8: So we made them a focus.
• 26:32
  Speaker 10: We wanted to identify where are all our dark spots,
• 26:36
  Speaker 10: where are the people that have problems that are not
• 26:37
  Speaker 10: reporting it. And one of my goals was get to
• 26:41
  Speaker 10: a point where nobody catches our CTO in the elevator
• 26:44
  Speaker 10: and surprises them with something. So so far we're accomplishing
• 26:49
  Speaker 10: that goal, and then some almost to the point where
• 26:52
  Speaker 10: some users are like, yes, I know I'm having this problem.
• 26:55
  Speaker 8: Can you come back later. I don't want to deal
• 26:57
  Speaker 8: with it.
• 26:57
  Speaker 4: One of the fun things about my job is helping
• 27:00
  Speaker 4: people think a little bit differently, and what you just
• 27:02
  Speaker 4: talked about can be counterproductive when you're internally focused. If
• 27:06
  Speaker 4: I'm looking at reducing it costs, I'm not going to
• 27:09
  Speaker 4: be worried about the people that don't call because I'm
• 27:11
  Speaker 4: not responding. I'm not fixing it. There's no expense to
• 27:14
  Speaker 4: me if they don't call. In fact, I can reduce
• 27:16
  Speaker 4: my expenses. I'll just tell everyone to stop calling, and
• 27:19
  Speaker 4: then I have no tickets to respond to you. So
• 27:21
  Speaker 4: I'm glad to hear that you're focusing on those folks
• 27:25
  Speaker 4: that are suffering in silence, even though there's less of
• 27:28
  Speaker 4: a burden relief on it.
• 27:30
  Speaker 5: That's a cool way to look at it.
• 27:31
  Speaker 4: Yeah, I think something that a lot of enterprises focus
• 27:36
  Speaker 4: on is the big picture, right dex is about how
• 27:39
  Speaker 4: is my enterprise, how is my company managing? How are
• 27:42
  Speaker 4: we making everyone's lives better? But you have a focus
• 27:45
  Speaker 4: on the smaller groups and actually you're write down to
• 27:49
  Speaker 4: individualized it. So how do you look at and respond
• 27:54
  Speaker 4: to your stakeholders that are you have maybe concerned about
• 27:58
  Speaker 4: the masses, but twenty people failed. I want to know
• 28:01
  Speaker 4: who they are, why they failed, what was done, and
• 28:04
  Speaker 4: when was it resolved? So how are you making kind
• 28:06
  Speaker 4: of proactive it an individual solution?
• 28:10
  Speaker 10: Sure that was something like I chose to do very early,
• 28:15
  Speaker 10: understanding who I report to, understanding who's going to look
• 28:18
  Speaker 10: at the data, and immediately looking at the dashboards that
• 28:21
  Speaker 10: come with next thank I was like, this is not enough.
• 28:24
  Speaker 10: I'm going to be drilling into every investigation and wasting
• 28:27
  Speaker 10: so much time identifying who is having these problems. So
• 28:32
  Speaker 10: what I do now is I treat the library content
• 28:36
  Speaker 10: almost as my ala carte menu. I'll install it, I'll
• 28:39
  Speaker 10: look through it, and I'll just say this is great.
• 28:41
  Speaker 10: I'm taking this small plug. Whoever made widgets able to
• 28:45
  Speaker 10: be copy and pasted. I love you if you're here,
• 28:48
  Speaker 10: I owe you a drink later. But what I'll do
• 28:51
  Speaker 10: now is I will build out a dashboard that at
• 28:53
  Speaker 10: the top has the KPIs you know, twenty people were impacted,
• 28:57
  Speaker 10: thirty people were impacted, and then below I'll have a
• 28:59
  Speaker 10: widget that says these are the people that were impacted,
• 29:02
  Speaker 10: this is their office, this is their title, this is
• 29:06
  Speaker 10: the model laptop they're on, if that's relevant. And then
• 29:09
  Speaker 10: any recent alerts that might be related to that problem,
• 29:11
  Speaker 10: I'll break that out as well, so all the questions
• 29:15
  Speaker 10: should be answered in a single tab of the dashboard.
• 29:20
  Speaker 10: And then those are the things that I usher our
• 29:21
  Speaker 10: support teams to focus on at the beginning of the day.
• 29:24
  Speaker 10: Come look at this, tackle these key issues, then work
• 29:27
  Speaker 10: your way through everything else.
• 29:29
  Speaker 4: One more for you, And we talked a little bit
• 29:30
  Speaker 4: before about it before the show, talk a bit about
• 29:33
  Speaker 4: the impact of a platform like this when you're a
• 29:37
  Speaker 4: very small, nimble team, right when you're supporting a smaller enterprise,
• 29:41
  Speaker 4: you wear a lot of hats. You're the networking guy,
• 29:43
  Speaker 4: you're the euc guy, you're the application guy, you're the trainer.
• 29:46
  Speaker 4: How does that visibility across the enterprise. Help when you've
• 29:49
  Speaker 4: got all those hats.
• 29:51
  Speaker 8: It's actually really worked in our favor.
• 29:53
  Speaker 10: I get approached a lot by teams that I don't
• 29:55
  Speaker 10: directly work with. For example, I mentioned like, we're a
• 29:58
  Speaker 10: private equity firm. We have a third party portal for
• 30:01
  Speaker 10: our investors to sign into. So I created an alert
• 30:04
  Speaker 10: where if our employees have two connection failures in fifteen minutes,
• 30:09
  Speaker 10: an email goes out to the teams responsible for the site,
• 30:13
  Speaker 10: just so they have an early warning of there might
• 30:15
  Speaker 10: be an outage, there might be service disruption. Let's look
• 30:18
  Speaker 10: into this, Let's get on the phone, let's prepare. It
• 30:21
  Speaker 10: also means I get approached by a lot of people
• 30:23
  Speaker 10: in IT to help them with their projects, where they'll
• 30:26
  Speaker 10: tell me we're about to start working on this thing,
• 30:29
  Speaker 10: like let's use to example Windows, Hello, passwordless login. They'll
• 30:32
  Speaker 10: come to me and say, hey, I'm gonna do this.
• 30:34
  Speaker 10: How can next things support my project? How can we
• 30:38
  Speaker 10: make real time reports instead of sending around spreadsheets to
• 30:41
  Speaker 10: mark our progress.
• 30:43
  Speaker 4: So I think it's a big deal. It's something to
• 30:44
  Speaker 4: highlight there. It's alerts are great. Knowledge of the alert
• 30:48
  Speaker 4: that it happened is great. Using it as a trigger
• 30:50
  Speaker 4: to take automated action so that you're actually responding to
• 30:53
  Speaker 4: the alert in a way that doesn't require you to
• 30:56
  Speaker 4: go in and hands on go do something.
• 30:57
  Speaker 5: Yeah, I think is huge.
• 30:59
  Speaker 10: Yeah, that's the direction we definitely see ourselves going in
• 31:02
  Speaker 10: for a while.
• 31:04
  Speaker 8: It's been working so far.
• 31:05
  Speaker 5: Cool.
• 31:07
  Speaker 3: Ryan, you came here for the first time last year.
• 31:09
  Speaker 2: If there was a peer out there or a colleague
• 31:12
  Speaker 2: who was thinking about coming to experience, what would you
• 31:15
  Speaker 2: tell them about why they should attend and who.
• 31:17
  Speaker 3: Should come and what should they be looking to find out?
• 31:22
  Speaker 8: Honestly everything.
• 31:25
  Speaker 10: If there's a session you can sign up for and
• 31:26
  Speaker 10: you don't know what it's about, you should be in
• 31:29
  Speaker 10: that session.
• 31:29
  Speaker 8: You should be taking notes.
• 31:31
  Speaker 10: It's definitely going to come in handy later, even if
• 31:34
  Speaker 10: it doesn't make sense today, and then that can be
• 31:37
  Speaker 10: a good talking point later as you're networking with people,
• 31:39
  Speaker 10: say Hey, I attended this session, I wrote this down,
• 31:43
  Speaker 10: what does it mean?
• 31:43
  Speaker 8: Do you understand this?
• 31:45
  Speaker 10: And it's just a good way to start generating conversation
• 31:48
  Speaker 10: and learn everything you can while you're here.
• 31:50
  Speaker 2: Fantastic, Ryan, stay with us a moment, but huge thanks
• 31:53
  Speaker 2: to Ryan.
• 31:53
  Speaker 3: Round of the plause.
• 31:54
  Speaker 2: Thanks Ryan, Thanks Man, Thanks for coming on, Thanks for
• 31:57
  Speaker 2: joining us again, and thanks for everybody for coming to
• 32:01
  Speaker 2: join us with the Dex Show Live. Tim, You're on
• 32:03
  Speaker 2: the Spotlight Stage a lot the next couple of days,
• 32:06
  Speaker 2: is that right?
• 32:06
  Speaker 4: Yeah, we'll be m seeing some of our partners to
• 32:08
  Speaker 4: come up and talk a little bit to quick ten
• 32:10
  Speaker 4: minute lightning talk about the services or products that they've
• 32:12
  Speaker 4: got that really help contribute to the Deck's ecosystem.
• 32:15
  Speaker 3: Amazing.
• 32:16
  Speaker 2: Make sure you drop by the Spotlight Stage as often
• 32:19
  Speaker 2: as you can. Final plug for that dex Equation report.
• 32:22
  Speaker 2: Check it out of the Ambassador's Hub. We'll go online
• 32:25
  Speaker 2: to find it some really really striking data. We've had
• 32:27
  Speaker 2: a lot of feedback about that being really really useful
• 32:30
  Speaker 2: and insightful research.
• 32:32
  Speaker 3: And look just I'm Tom McGrath, this is Tim Flower.
• 32:36
  Speaker 2: We are the world's biggest DEX podcast with a new
• 32:38
  Speaker 2: episode every single week. Make sure you tune in if
• 32:42
  Speaker 2: you're not already, you can get us on Spotify, Apple Podcasts,
• 32:44
  Speaker 2: wherever you go for it. And we'll welcome to Experience
• 32:47
  Speaker 2: Boston and we'll see you all very very soon.
• 32:49
  Speaker 5: Thank apreciate job. Thank you for.
• 32:53
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