>>from around the globe. It's the Cube covering upgrade 2020 The NTT Research Summit presented by NTT Research. >>Hi, I'm stupid, man. And this is the Cubes coverage of Upgrade 2020 the global research Summit for NTT and always happy when we get to talk about digital transformation. Happy to welcome to the program First time guests on the program. Eric Clark. He is the chief digital officer with NTT Data. Thanks so much for joining us. Thank >>you. Glad to be here. >>All right, so let's start, you know, CDOs. First of all, there there's lots of studios. We've done lots of events with the chief data officers, which I'm sure we'll talk a little bit about data. But the digital officers, of course, digital so important in general. And even more so in 2020. But let's understand your role is as chief digital officer. What's your charter where you sit in York? What you're responsible for? >>Yeah, definitely. And you know, it's a good question. I often start conversations with our customers by talking about exactly that, because Chief Digital officer means something different toe different companies. So for us, it's primarily market facing. Onda What that means is I spend most of my time looking at research, looking at R and D, looking at what our competitors are doing in the market and looking at where trends. We're going to make sure that we have the right offerings and capabilities to bring to our customers to make sure that they will remain competitive in their markets. >>That's great. You know, We've been talking for years about the, you know, the digital transformations that companies have been going through. One of our definitions have been. If you're not at the end of it, more data driven, you probably haven't done the right thing. But Eric, this year with 2020 you know, anecdotally we talked to a lot of customers, and obviously there's certain initiatives that get frozen or, you know, uh, we'll take a little bit longer. But those digital initiatives, which are supposed to rely on data and help us move fast and be more agile, seem to be at the top of the list and are accelerating because if I can't respond to you know, the daily and weekly changes that have been great in 2020 you know, I might have a tough time surviving. So what are you seeing? You know, how does that live in your world? >>Yeah, you're exactly right. And that's what we're seeing from our client base as well. So early on in the pandemic, there was a lot of freeze, you know, hold everything. Stop. Stop spending. And let's figure out where we are and where this is going. But very quickly that turn to we've got to react. We're gonna be living with this for a while and we can't. We can't afford to sit back and wait and see where it goes. We've got to react, and we've got to direct our our future. And very often the way that comes out is with digital. So you know, customers are looking for opportunities to leverage digital, to grow revenue, to improve customer engagement and to drive more of their revenue through digital channels. >>Interested in one thing I didn't here and there, but I'm sure is part of it. What about the employees themselves? One of the big things, of course, is that we've made this wonderful corporate environment. You've got the great great Internet there, and now wait. Everybody's at home and scrambling as to what they do. So so how about the kind of the the e x to go along with the C X? Yeah, >>exactly. And that was actually one of the first places that we focused as a company, because we do a lot of you know what we refer to as workplace services. So making sure that our customers employees have the tools they need to do their job successfully. Eso immediately. When when officers started closing and people started going home, our big challenge was Let's make sure that our customers can connect from anywhere from wherever they need to be working from and have access to the applications and the tools and the products that they need to perform their jobs remotely. And that's really turned into a significant business of its own of, you know, really addressing those needs not only for our customers but also for our employee base. You know, we have 50,000 people that we sent home more than 90% of overnight, and you know, many of these are our employees that are interacting with our customer based on a daily basis, So we had to make sure not only that they had connective, >>but >>he had to be secure. So it was a very big switch. And I think I personally was really impressed. Not only with what we did, but what we saw. The industry. Dutilleux make that transition very safely and seamlessly. >>Well, let's Eric, I love you to expand a little bit on that. You know which pieces of that that full solution, Uh, is NTT offering? And how do you and your partner's, uh, you know, help your customers through. You know, those rapid options that they need? >>Yeah, so So So we're a full suite provider. So we're focused on digital operations, which is, you know, digitizing your back office from your workplace services to your hybrid infrastructure network, etcetera, all the way through bringing. You know what? We refer to his journey to the cloud. So how do we help you identify what applications and what data you need in the cloud? Um uh, c X and E x. Very big focuses for us. In fact, we take a lot of pride in while we do go to market and sell c X specifically, we consider c x part of everything we do so if we're talking about workplace services or hybrid infrastructure or security. We want the employee experience to be solid, and we want the employee experience to be consistent across all of those things. So way think that our customers should not expect to have different interfaces and different portals and different user experiences when they do work with us across infrastructure and application and cloud etcetera. >>That's excellent, Eric. You know, we spent the last six months talking about how do we react to the pandemic? And now, at least, you know, here in the U. S. Uh, the Children are back in school. If they're back, though, it tends to be ah, hybrid model. And when we look at work, often we know we're gonna have this elongated kind of new abnormal, if you will. So, yes, you might be back in the office some, but chances are you will spend some time remote and therefore it's not work from home or back toe work. It's work from anywhere, is what I need to be able to do. So how are you preparing? How are you helping your customers through that? Because, you know, it's one thing if it was just, you know, a switch that says I'm either here or there, but it z changing and it's very fluid. >>Yeah, and you're exactly right. It is work from anywhere, but there are some of our customers that don't have the luxury of work from anywhere. So when you think about manufacturing facilities and different hospitality companies, um, there there are people that need to go into physical places. We do a lot in the healthcare space. We need doctors in the hospitals. So we've done a lot to help our customers figure out safe ways to return to the work. Recently, we've seen universities and, as you mentioned, you know, high schools and elementary schools all going back with varying degrees of success, right? Some of them have failed, and they've had to take a pause and and figure out how they're going to restart. We've also seen professional sports leagues and now college sports leagues. Andi, When we see them having issues, we see protocols adjusting and we see them looking for what can we do to make this safer, more effective and more successful for whether it's our sports team, our school or our business. So we've taken a very active approaching that, and we're leveraging technology and creating I P. That starts with pre arrival, you know, registering in advance and, you know, opting in for things like tracking social distancing and tracking the use of mask, then using cameras and facilities to monitor it, to make sure people that are are adhering to social distancing and adhering to wearing masks. Andi In the event that they aren't we can send instant notifications to their phone. If we have repeat violators, Weaken. Prohibit them from coming back to the office so we can have very strict controls and adherence to whatever the protocols. Maybe as the protocols change. And then the other thing that allows us to do is in the event someone would test positive with co vid, we will know exactly who they've been within 6 ft of without a mask over the past X number of days. All that is stored in the cloud for us to, you know, use for reference and use for audit purposes so that gives us the ability to then use are apt to direct all the people that the person that was positive was in contact with, let them go, get tested, come back with a negative test before they return to the office. So So, basically, what we've done is we've created all kinds of technology using automation and AI and facial recognition to bring MAWR safety and more security to the workplace. Whatever that work placement might be, whether again, school, university manufacturing facility or a hotel >>Really interesting topic. You know, tracking and tracing so critically important we've seen in many countries around the world. That's really help them get their arms around and control that. You know, we talked to the top of the interview about, you know, digital means leveraging the data. And if I don't have the data, I can't respond to what's happening there. Um, here in the US, I haven't heard as much about the tracking and tracing. Is this a company by company thing do they have is the expense all on them to do it? And of course, it raises the concerns about Well, I'm concerned about my privacy and that that balance between the public interest on my right to privacy, how do you help your customer sort through some of those issues >>Well, privacy is definitely a big issue. And, you know, you noticed that when I was explaining that I said in pre pre arrival, you opt in. So the way we've approached it is it is an opt in. So those that don't wanna opt into that kind of tracking and tracing, um won't won't be those that will be allowed to come back to the office. And that goes back to your other point of work from anywhere. Many of those people can still successfully work from anywhere but those that feel like they're more effective, more successful or have a need to be in an office or need to be physically again in a manufacturing facility or a hotel. We have a way to do that safely, >>right? Well, Eric, one of the things I love about research events like yours is a little peek in tow. What's coming on down the road? So any other things you'd like toe, you know, share about, You know, some of the things that are exciting. You some things we should be looking at a little bit further down the road. >>Well, I think you know for us, as you know, We spend a significant amount of money each year on research, and and we really get excited about thes thes opportunities in these showcases. So you'll see ah, lot of exciting information and a lot of what's coming in the future. Um, a lot of it right now, obviously, because of the times you'll see themes of safety and security. Um, but you're also going to see just ah, whole lot of really thought provoking forward thinking technology. >>Always take the opportunity. Even when there are crisis is out there. There's the opportunity for innovation and acceleration off. What's happening? Eric, Thanks so much pleasure talking with you and definitely looking forward to hearing more from from the event. >>Great. Thank you. Enjoyed it. >>Stay with us for more coverage from upgrade 2020 times to minimum. Thanks as always, for watching cute with

>>from around the globe. It's the Cube with digital coverage of Miranda's launchpad 2020 brought to you by more antis. >>Hi, I'm stupid man. And this is the cubes coverage of Miran Tous Launchpad 2020. Happy to welcome to the program First time guest William Do places. He's the head of customer success in operations with Miran Tous William. Thanks so much for joining us, >>Steve. Thanks for two. Thanks for having me. >>Yeah, why don't we start with a little bit? You know, customer success operations. Tell us what that's entail, What's what's under your purview, Right? >>So is everything basically, you know, post sales, right? So after a customer has portions, their their subscription, we basically take it from there Going forward, you know, looking after the relationship with the customer, ensure they you know, the whole, you know, subscription fulfillment element off it. Whether that is just bored with that is to cut the relationship management from a post sales perspective and so on, so forth. So that is basically into end from the point off purchase to the renewal face. Would would would fall with any supporting operations. >>Well, that's such an important piece of the whole cloud conversation. Of course, people, you know, we talked for such a long time cap ex op X. We talk about descriptions and manage services. Of course, has been a riel. You know, growth segment of the market place. Love to hear a little bit, you know, What are you hearing from your customers? And, you know, give us the lay of the land As to the various options that that that Miranda is offering today and we'll get into any of the new pieces also. >>Yeah. So the the the options that we're making available for our customers primary called Prod Care, which is a 24 7 mission critical support subscription. Andi Ops Care, which is a fully managed service offering. Um, what we hear from our customers is is, you know, the the the notion of having a development environment and a production environment with different, you know, sls and entitlements and so on. You know that that that notion is disappearing because your divots chain or pipeline is all connected. So you could just think for yourself. If you have a group of developers like 50 or 100 or 1000 developers that are basically standing there still, because they cannot push code because there's a problem or a new issue on the development cloud. But the development cloud is not. Beings is not seen or is treated as a mission critical platform. You know, those developers are standing date stole, so that is a very expensive problem for a customer at that point in time, so that the whole chain, the whole pipeline that makes part off your your develop cycle, should be seen as one entity. And that's what we've seen in the market at the moment that we're realizing with a large customers that are really embracing the kind of the approach to modern applications. Andi. This is why we're making these options available. Thio, our Doctor Enterprise customers We've been running with them for quite a while on the on the Miranda's cloud platform, which is our Infrastructures service offering on. We've had some great success with that, and we now in a position to make that available to our customers. So it's really providing a customer that true enterprise mission critical regardless of time off they the day of the week availability off support whether that is a my question or whether that is really an outage or a failure. You know, you know, you've got that safety net that is that is online and available for you. Thio to sort Whatever problem you have about, you know, that is from the support perspective, you know. And if we go over into the manage service offering we have for on up Skate that is a really hardened Eitel based, um infrastructure or platform as a service offering that we provide eso. We've had some great success. Like I said on the on the Miranda's cloud platform Peace. And we're now making that available for Doc Enterprise customers as well. So that is taking the whole the whole chain through. We look after the the whole platform for the customer and allow the customer to get on with what is important to them. You know, how do they develop their applications? You know, optimize that for their business instead, off spending their times and keep spending their time on keeping the lights on, so to speak, you know? So we take care of all of that. They have that responsibility over to us on DWI. We manage that as our own and we basically could become an extension of their business. So we have a fully integrated into the environment, the whole logging and not monitoring piece we take over the whole life cycle. Management off the environment. We take over, we do the whole change Management piece Incident Management Incident Management piece on. This whole process is truly transparent to the customer. At no point are they, you know, in the dark what's going on where we're going and we have the and the whole pieces wrapped around Bio customer success Manager which is bringing this whole sense off ownership Onda priority. That customer, you've got a single point of contact that is your business partner and that the only piece, the only metric that that individuals measured on is the success off that customer with our our product. So that in a nutshell, at a very high level what these are. But these offerings are all about >>well, we all know these days how important it is toe, you know, make your developers productive. It's funny listening to you, I think back to the Times where you talked about making sure that it's mission critical environment You know, years ago it was like, Oh, well, the developer just gets whatever old hardware we have, and they do it on their own. Now, of course, you know you want Dev in production toe have a very similar environment. And as you said, those manage services offering and be, you know, so important because we want to be able to shift left, let my platform let my vendors take care of some of the things that's gonna be able to enable me to build my new applications toe, respond to the business and do. In fact, I don't want my developers getting bogged down. So do you have any, You know, what are some of the successes there? How do your customers measure that? They Hey, I'm getting great value for going to manage service. Obviously, you know, you talked about that, That technical manager that helps them there. Anybody that's used, you know, enterprise offerings. There's certain times where it's like, Hey, I use it a lot. Other times it's it's just nice to be there, but, you know, why do you bring us in a little bit? Some of the customers, obviously anonymous. You need Teoh you know, how do they say, You know, this is phenomenal value for my business. >>Yes, it's all. It's all about the focus, right? So you're the customer. 100% focus on what is like I said, important to them, they are not being distracted at any point for, you know, on spending time on infrastructure related or platform related issues they purely focused on. Like I said, that is, that is important to their business. Andi, The successes that we see from that it is, is that we have this integration into into our customers like a seamless approach. We work with them is a true, transparent approach to work with our customers. There's a there's an active dialogue off what they developers want to see from the environment, what the customers want to see from from from the environment, what is working well, what we need to optimize. And that is really seeing ah, really good a approach from from from us and we're seeing some some great successes in it. But it all comes down to the customer is focusing on one thing, and that is on what is important to them on. But is there business instead off. You know, like you said, focusing on the stuff that shoot me, that that should be shift left. >>Yeah. And will, um, is there anything that really stands out when you talk about that? The monitoring that you in the reporting that you give the customers Is it all self serve? You know, how did they set that up and make sure that I'm getting valuable data. That's what what my company needs. >>Yes. So that is where your custom success manager comes in is really how to customize that approach to what fit for the customers. So we've got it in the background, very much automated, but we do the tweaks Thio customize it for for the customer that makes sense for them. Some customers want to see very granular details. Other customers just want a glance over it and look at the the high level metrics what they find important. So it is finding that balance and and understanding what your customer find important, and then put that in a way that makes sense for them Now. That might sound might sound kind of obvious, but it's more difficult than you think to put data from the customer That makes sense to them, uh, in their in their context. And then, you know, be in a position where you can take the information that you receive and give your customer the the runway to plan their the application. You know, where are they trending? So be able. Dutilleux. Look. 3452 quarters 345 months to quarters ahead to say this is where you're going to be. If you continue down this path, we might need to look at shifting direction or shift workload around or at Resource is or or, you know, depending on the situation. But it's all about having that insight going forward, looking forward. Rather, um, instead off, you know, playing things by year end, looking, looking at the year. And now because then that ISS that is done and dusted, really. So it's all about what is coming down the line for us and then be able to to plan for it and have an educated conversation of with with with your customer where they want to go. >>You mentioned that part of this offering is making this available for the Docker Enterprise base. Uh, maybe, if you could explain a little bit as to you know, what's gonna be compelling for for those customers. You know what Laurentis is has built specifically for that base? >>Yeah. So, like I said, this is an offering we have available on our Miranda's cloud platform for quite a while. You've seen some great success from it. Um, we're making it now available for the Doctor Enterprise customers. So it is really a true platform as a service offering, um, on your infrastructure of choice, whether that is on prim or whether that is on public cloud, we don't really care. We'll work with customers whichever way it is. And yeah, Like I said, just give that true platform as a service experience for our customers, Onda allow them to to focus on what's important to them. >>Alright, let me let you have the final word. Will tell us what you want your customers to understand about Iran tous when they leave launchpad this year. >>Yeah, So the main thing the main theme that I want to leave with is is that you know, the the we've made significant progress over the last 62 229 months on the doc enterprise side on. We're now in a position where we're taking the next step in making these offerings available for our customers, and we're really for the customers. That's the handful of custom that we have already. My greater to these offerings with getting some really good feedback from them on it is really helping them just thio thio just to expedite. They they, you know, wherever they're gonna go, whatever they want to want to achieve the, you know, expedite, think goals on bond. It is really there to ensure that we provide a customer or customers a true, um, you know, mission critical feeling, uh, giving them the support they need when they needed at the priority or the severity or the intensity that they need as well as they provide them. The ability to to focus on what is important to them on board. Let us look after the infrastructure and platform for them. >>Well, well, okay. Congratulations on Although the work that the team's done and definitely look forward to hearing more in the future. >>Excellent. Thank you very much for your time. >>Be sure to check out all the tracks for Miranda's launchpad 2020 of course. Powered by Cuba 3. 65. Got the infrastructure. The developers Lots of good content. Both live and on demand. And I'm still minimum. Thank you for watching. Thank you.