>>live from Seattle, Washington. It's the key nude covering Smartsheet engaged 2019. Brought to you by smartsheet >>Welcome back, everyone to Seattle. Washington. We're here at smartsheet engaged 2019. I'm your host, Rebecca Night, along with my co host, Jeff. Rick, You're watching the Cube? We're here with a Cuba Lama Cube veteran Dion Hinchcliffe, VP and principal analyst at Constellation Research at a Washington D. C. Thank you so much for returning to the Cube. >>Absolutely. Thanks for having me. >>So we're here to talk with you about the future of work, which is a huge topic, but a fascinating one. I want you to start by giving sort of a broad brush of what you see are the biggest changes right now happening in the work force driven by the new the rise of digital technologies. >>Sure. I mean, well, it digital is infusing everything in the workplace these days, right? So, you know, we've had the past waves of productivity tools and mobile devices came through and then eventually augmented reality and virtual reality. You're gonna literally change how we perceive the workplace on then We have just, you know, everyday translate remote working and now people can work from anywhere, right. It's fantastic, and that's that's really revolutionized a lot of things. Things in 2% of the workforce per year is becoming a remote work force. Companies like 80 p have 1/4 of their work force working from home, right X century, something to get rid of office space. And they work out of their house. Unless there's a client site on because you can credit, create the experience that you want and one of the really big trends is this is this trend towards be able to shape the employees experience the way that you want to using the tools that you prefer. And so people call this shadow I t. Other people call it innovation, right? And so that's one of the big changes. Then we have things like the gig economy, which is allowing people to build the lifestyles they want. We're doing any kind of work they want when they want to, when they feel like it on their own terms on that's that's really quite exciting to use all these. This confluence of forces are enabled him driven by technology, but it's also leading to a lot of what we call cognitive overload workers. They're not lifelong learners are feeling overwhelmed by this, and that's another big challenge. >>But you also get this tools >>proliferation, which they're just not. They're just not word and excel anymore. But you've got a tab open with Salesforce. You've got a A tab open with slack. You got Gmail open. You've got Doc's open. He got smart cheat open. You might have Jiro open. I mean, so how is that gonna sort itself out as we just kind of keep adding new tabs of AB? So we have to keep in our >>way. And we need all this technology to do better work. Thes APS provide value, except that it's increasing the on boarding time for workers. It's making it hard for us, the train people. In some company. It's hard to retain people because they feel like they have to go to work. And there's this onslaught of technology. They have to have 30 tabs open to get their jobs done, and they do. And so we're seeing things that you know we're at the smartsheet conference where how can we centralize work a little bit better? Streamline it by integrating the tools and credit more focused on what we're doing. And that's a very big trend. S Oh, my latest digital workplace trends report. We say that we're seeing these hubs for me, like Slack is another workup that's become very popular inside of organizations. They have over 1100 application integrations that allow people to spend their time in one place and kind of work through all these other systems from one hub. So we're dealing with this complexity starting to be able to do this now. But it's early days still a big challenge. >>So so So what are you seeing now? So what? So what is the answer then? I mean, we have You've just described all of these trends that are taking place that they're making making the modern workplace so much more complex, dealing with workers who they're dealing with, cognitive overload leaders who want more with less What? What are some of the answers? What are some of the most exciting tools that you're seeing right now? >>Boys, we talked already about smartsheet and slack. We see the new digital experience platforms are emerging on low code and know code is also becoming popular to be able to take the pieces of the applications you want and create more streamlined experiences. So the CEO of Accenture, Andrew Wilson, you solve this problem right away Their their knowledge. Workers were being choked by all of these tools, but yet we need the value they provide. So he began to divide up the employees experience of the 100 top moments, and then he built experiences that enabled project management and on boarding and all these key activities to be friction free, built out of their existing applications. Streamlines, too, just what they needed to dio. And he views this as his top priority as a digital leaders and say, We've got to take much complexity away so we can get at the values with streamlining the simplification on. We now have tools that allow that shaping that happen very quickly. >>It's almost reminds me it's kind of the competition for Deb's right now competition for employees, and we've talked a lot about the consumer ization Oh, I t and mobile devices for the customer experience. But there hasn't been as much talk about leveraging that same kind of expected behaviour writer expected in her engagement interaction with the APS on the actual employee engagement side, which is probably as fierce of a battle as it is to get customers because I think there's a lot more than 2% customers out available, but we only got 2% unemployment in the Bay Area. Now. It's crazy, >>effectively, negative unemployment, right, right? Is that anything under 3%? Yes, so you know this is the challenges employees experience is usually low on the priority list for CEOs usually have analytics and cloud in cyber security and all these things that they have to get done that are higher priority. Yet customer experiences is one of those priorities. But how does an employee give a good customer experience when they have a poor experience to do it, deliver it with right? The worst thing you could do with talented people is expected to do a great job and then give him a bunch of hard to use tools, right? Which is what's happening. So we are now finally seeing that privatization go up a little bit because employees experiences part of delivering great customer experience. That is how you how do you create that experience to begin with so small progress >>and leaders air seeing that as a priority of retaining their top people because they understand that they're workers need to feel satisfied with their work life. >>Yeah, and now we have data on a lot of these things we didn't have before, you know? And I'm sure you've seen the numbers. Most employees air disengaged at work, the majority right between 50 and 60% depending on whose data you're looking at. That's an enormous untapped investment that that that workers are not performing the way that they could if they had better employees experiences and what's disengaged. As I mentioned, giving a talented person lousy tools are allows the experience and expecting the two greatest. It doesn't happen. How >>much do you >>think? A. L Excuse me. Aye, aye. And machine learning will be able to offload enough of the mundane to flip the bit on how engaged they are in their job. >>Yeah, it's interesting because there's, you know, there's two sides to a coin there. Some people like a job that they could just kind of phone in, and it's kind of wrote, and they can come in. They don't have to think too hard and then go home to their families. So people are hired on that basis, right? Because that's the challenge a I and machine learning will absolutely automate. Most wrote work if you look at like a dill bee sense A. I was at the adobe conference and they were talking about how all of these creative types you have all these mundane tasks automated for them, and I could see everybody looking at each other going. I >>could pay to >>do >>that creative rate. >>So you see the things like robotic process automation is working. I mean, I hear anecdotes all the time from CEOs how they how they cut 25% out of the call center because they handed it over to the box, right? You know, Bill processing. That's one of the, you know and sorting matching bills, the invoices, a manual job, even in today's world until very recently. So we are seeing that happen about the most wrote level and just, but it's just gonna climb up from there. >>What do you see down the road, though? I mean in terms of those in terms of those employees were raising their saying can saying I kind of want that job. Are you? Are you seeing what's gonna happen to those people? Are they going to have to learn new skills? Are they are they going to be invested in by their companies? >>We hope so. You know, it's interesting. We see that all the big vendors have these big education programs. Sales force has trailhead s a P just announced open ASAP where they give away massively open online courses on. And Microsoft has done this with Microsoft Developers Network way back in the day, trying to educate people. You can get Reese killed for nothing for free now if you want to do it. But this is the challenges, even though every technological revolution in the past it looks like this one, too, has you are really changed the employment picture. By and large, it creates more jobs than we lose on. That looks like it's gonna happen here. But the people who lose their jobs, not the ones that tend to gain the job, gets a new job. They often it's hard to take somebody who's who's sorting bills and say, I need you to develop a new way I algorithm because that's where you have executed jobs. They're gonna be directing the eye to do all these things right on. So I think the short term is gonna be dislocation. And it's happening so fast that unless society, government and enterprises really intervene that toe up skill, these folks, we are gonna have a challenge. >>We're in this really weird time to in between. I mean, the classic one is long haul trucking, right, which is perfect for autonomous vehicles. T carry a lot of that freight, and everyone pretty much agrees that's gonna happen. At the same time there's there's a huge shortage of available truck drivers today, like there never has been. So is he's weird, and it's probably not the best thing for a young kid to get into right, because doesn't have a lot of great long term, >>right? >>Well, you look at uber on their stated direction is they want to get rid of all these drivers they want. They want self driving taxis on, you know, we're getting close to where that might actually happen right on. So the unskilled labor is gonna be hit by far the worst you have to become skilled labor in the digital economy on a big part of the future of work is going to be finding ways to get the skills into people's hands on Facebook and other larger. They don't even require a college degree what they want people to people that can deliver that could take these things and create the, you know, the great products of the future. On DSO, you know, those everyone has to become a knowledge worker >>and in as layered, Hamilton said. On the main stage today, it's the formula of learning to really understand when you're starting from a point of Wow, I don't know much about that. I guess I better learn about it and then learning a lot about it along the way, we all have to be able to adapt and adopt those >>absolutely no the and so that way see up Skilling and cross killing becoming more trans disciplinary. So business people are becoming I t folks now and I t folks really business people. We had this business I t divide for a long time. It cracks me up. I still go to big companies in the I T department using its own building, right? But those days were going away. And I'll see that, you know now is that people over on the business side that live there now, right? So we're seeing this kind of blending where digital is infusing everything, and so you have to become digitally confident on this is where we have to make that simpler. This is going back to the digital workplace. The average user, as had the number of applications they have thio to learn double or triple in just the last five years. Right? So it's a big challenge. >>So what should kids be majoring in today? What's your >>Oh, uh, game design gaming industry is bigger than the movie industry by a large large margin, right? And that that's where all the experience of these immersive experiences and virtual reality and augmented reality >>a come >>from and then you can go into business, right? You know, >>even sociology majors, design games. >>Yeah, it's just, you know, just get like it's the poor tweeners, right that get bumped on the old and aren't necessarily in a position to take care of the new. And I want to take care of it. Unfortunately, not a lot of great record of retraining to date. But maybe that's gonna have to be a much more significant investment because there just aren't the people to fill those positions, period. >>Well, and there's a big market places now. You can build the career of your dreams. You goto up work or gig stir. I mean, these are big job markets where you go and find work and do it from anywhere. Using a tablet you bought for $50 off Amazon, right? You know, just that most you weren't even aware that they could do that. Right? So >>the world put a few bucks away for insurance and you put a few bucks away in your for one k and you, you know, just living off the cash, plus a little bit to cover your cost, which, unfortunately rather like the uber drivers in the lift drivers are Anyway, you know, they're not really thinking that thing for building a career. >>Well, I've crawled to those platforms and it's interesting. Entrepreneurial activity is very common in places like Asia, right? Where? Where you know, they come here, they build businesses right away, right, And they're used to that and we lost some of that. But I think we gave economy is giving a lot of that back to us. We have to relearn it again, you know. >>Great. Well, Dionne, thank you so much for coming on the Cube. It was a pleasure having you. >>Absolutely Thanks, Jeff. Thanks for >>I'm Rebecca Knight for Jeff. Rick. Stay tuned For more of the cubes. Live coverage of NJ engaged 2019.