>> Live from Orlando, Florida its theCUBE covering Enterprise Connect 2019. Brought to you by Five9. >> Hello from Orlando, Lisa Martin with Stu Miniman theCUBE. We are live, day three at Enterprise Connect 2019. We have been in Five9's booth all week and we're very excited to welcome to the program for the first time Harry Moseley the CIO of Zoom Video Communications. Harry thanks so much for joining Stu and me on The CUBE today. >> Lisa, Stu its a pleasure to be here, thank you for having me. >> And you're a hall of famer, you have been inducted into the CIO Magazine's hall of fame and recognized as one of the world's top 100 CIO's be Computer World >> Yes that's right >> So we're in the presence of a VIP >> (chuckles) Well thank you for that it's, as I say its all credit back to the wonderful people that have supported me throughout my career. And I've worked with some amazing people and leaders and, who have supported me and the visions that I've created for their organizations. And so, I understand its about me but it's also about the great teams that I've worked with in my past. I can't make this stuff up, yep. >> Harry, we love talking to CIO's especially one with such a distinguished career as yours 'cause the role of CIO has gone through a lot of changes. IT has gone through a lot of changes. You know we've been doing this program for nine years. Remember reading Nick Carr's IT, does IT matter? And you know, we believe IT matters more than ever Not just IT, the business, the relationship maybe give us a little more of your view point as to the role of the CIO and technology, at a show like this. We hear about the CMO and the business and IT all working together. >> Yeah so its actually, in my opinion, there's never been a better time to be a CIO, irrespective of the company you are in, whether its a tech company like where I'm, you know Zoom Video Communications or any one of the prior companies I worked for, professional services, financial services. But even when you think about it like trucking, You think about trucking as an industry, you think about trucking as a company, its like it was a very sort of brick and mortars? But now its all about digital, right? A friend of mine runs a shipping container company and to think that they load five miles of wagons every day. And so I said to him, "how long does it take to load a wagon on a truck?" "It takes four minutes, and you know what Harry, "we're working that down to three. "And that'll increase our revenue by 20 to 25 percent.' And so its just fantastic. And the pace of change, you know it's just growing exponentially. It's just fascinating, the things that we can actually do today we only dreamed about them a year ago. And you think about it sort of' I can't wait to be back here next year, 'cause we're going to just lift the roof off this place in terms of the capabilities. And so its fantastic, yeah it's just absolutely fantastic. >> So looking at, a lot of us know Zoom for video conferencing and different things like that, but you said something very interesting in your fireside chat this morning that I hadn't thought about, and that is when, either going from audio to video, when you're on a video chat you really can't or shouldn't multi-task. So in terms of capturing peoples attention, enabling meetings to happen maybe more on time, faster, more productive. Thought that was an interesting realization, I thought, you're right. >> It just clicks, it just works. You know mobile, you know when I go back to my you know sort of' going back and again, thank you for the recognition from the key note. But when I go back earlier in my career it's like dialing that number, dialing that ten digit number, misdialing that number, what happened? I got to' hang up, I got to' get a dial tone, I got to' dial the numbers again. Now I'm like two minutes late and I know I'm late more often than I'd like, but when its late because of something like that, that's frustrating. That's really frustrating. And so the notion that you can just click on your mobile device, you can click on your laptop, I have no stress anymore, in joining meetings anywhere. I love telling the story about how I had a client meeting, I was in O'Hare Airport and I joined the client prospect meeting. I joined the prospect meeting on my phone using the free wifi service at O'Hare Airport. Put up my virtual background on my phone I just showed you this Stu, with our logo shared the content off of my phone 18 minutes into this 30 minutes call, the person I was talking to, the CIO for this firm called a halt to the meeting. This is what exactly what happened. Enough, I've heard enough. (announcement in background) >> Keep going. >> Keep going, okay. Enough, I didn't know what enough meant. And so I was a little spooked by that if you will. He goes, "you're on a phone, you're in O'Hare Airport, "you've got a virtual background, "you're sharing content, its all flawless. "Its like this is an amazing experience "that we can't get from all the technology "investment we've done in this space "for our company. "So guys, enough. "We're starting a proof of concept on Monday. "No more discussions about it. "Harry, looking forward to being a business partner." >> Does it get better than that? >> It doesn't get better than that. Its like you know, you hop through security, you get on a plane, and its cruisin' all the way home. >> Yeah I mean Harry, I do have to say, you know disclaimer, we are Zoom customers I'm actually a Zoom admin and its that simplicity that you've built into it is the experience, makes it easy. >> And then when you, and Stu, sorry to interrupt you but I got really excited about this stuff as you can tell. But, and then you look at the enterprise. So you're admin? You get into the enterprise management portal and its like Stu, I had a really bad experience. Oh let me look that up, oh yeah, okay. Where were you? You know, I was in outer Mongolia Ah okay, about five minutes into the call you had some packet loss, its like yeah it wasn't. But it still maintains the connection, right? So you can actually, so our Enterprise Management Portal is awesome. >> Yeah so that actually where I was going with the question, is you know I remember back, I actually worked for Lucent right after they spun out from AT&T. And we had videos talking about pervasive video everywhere, in my home in the business. Feels like we're almost there but still even when I have a team get together my folks that live in Silicon Valley, their connectivity's awful. You know when they have their, and its like oh well my computer or my phone don't have the cycles to be able to run. Maybe we have to turn off some of the video Are we getting there, will 5G solve some of these issues? Will the next generation of phones and computers keep up with it? Because it's, I'm sure you can guess we're big fans of video. It's a lot of what we do. >> Because video is the new voice, right. We like video. If I can only hear you and I can't see you, then when I make a statement I can't see you nodding. If I say something you like, you nod. So we get that concurrency of the experience Again it comes back Stu, where were we a year ago? The capabilities we had, where will we be a year from today? Whether its AI, whether its the power in the device in front of us whether its the network, you know, 5G is becoming a reality. It's going to take some time to get there but you've got sort of great technologies and capabilities, that you know, you look at the introduction of our real-time transcription services. I mean how cool is that? I'm sure there's lots of questions, so lots of people would ask about that real-time transcription in terms of, well what's next? I'm not going to talk about what's next. But as they say in life, watch this space. >> Yeah, just you made some announcements at the show with some partners I actually believe Otter AI is one of the ones you mentioned there. I got a demo of their thing, real time, a little bit of AI built in there. Can you talk about some of those partnerships? >> Yeah so we have great, we love our partnerships right? Whether its on the AI space, with Apple and Siri and Amazon and Otter. We also love our partnerships with Questron and Logitek and HP, and Polly of course. Again its the notion of, we have terrific software. You guys realize that, right? Its terrific software, proprietary QOS proprietary capabilities, its like its a fantastic experience every time on our software. These partners have great technologies too. But they're more on the hardware side, we are software engineers at our core. As Andreson said, I think it was about ten years go, "software is the easing thing in the world "so you take terrific software "you imbed it in terrific hardware "with terrific partners and what happens "is you get exceptional experiences." And that's what we want to deliver to people. So its not about the technology, its about the people. Its about making people happy, making easy, taking stress off the table. You go to the meeting, you light it up, you share the content, you record it, you can watch it later, its just terrific. >> So the people, the experiences you about we've been hearing that thematically for the last three days. As we know as consumers, the consumer behavior is driving so much of this change that has to happen, for companies to not just digitally transform, but to be competitive. We're in Five9's booth and they've mentioned they've got five billion minutes of recorded customer conversations. You guys can record, but its not just about the recording of the voice and the video and the transcription. Tell us about what you're doing to enable the context, so that the data and the recordings have much more value. >> Yeah so , I mean its the notion of being able to sort of rewind and replay. I'll give you another example if I may. Coming out of an office in Palo Alto jumped in the Uber, going back to San Jose for a client meeting. I'm a New Yorker as we talked about a few minutes ago and, I don't know the traffic patterns in Southern, in the Valley. And its about 5:00 o'clock, 5:15. San Jose meetings 5:45. Normally it would be fine, but its rush hour, what do I know about rush hour? I know a lot more now than then. I realize I'm not going to be able to make it on time. Put up the client logo, virtual background on the phone, in the Uber, client gets on the call, Harry where are you? I'm in the back of an Uber. Again, the same sort of experience. Then he asks the question, "well with this recording capability, "can I watch it at 35,000 feet?" Of course you can. And that was it. That was the magic moment for this particular client, because he said "I'm client facing all the time. "I don't get it in time, "I don't always make my management meetings "so I won't have to ask my colleagues what happened "and get their interpretation of the meeting. "I can actually watch the meeting "when I'm at 35,000 feet on a plane, going to Europe." So that's what this is all about. >> Alright, well Harry obviously this space excites you a bunch. Can you bring us back a little bit? This brought you out of retirement and the chase, the space is changing so fast. We come a year from now, what kind of things do we think we'll be talking about, and what's going to keep you excited going forward? >> So lets talk about the first part first and then sort of' break it into two. So yes I had a fantastic career and I retired and so when I met Eric and I met the leadership team at Zoom and I dug into the technology and I understood sort of' A, the culture of the company which is amazing. When I understood the product capability and how this was built as video first, and how we would have this maniacal focus if you will on sort of being a software company at our core. And how it was all about the people. That was sort of a very big part of my decision. So that was one. Two is, look we have a labor shortage right? We can't hire enough people, we can't hire the people, we have more jobs than we have people. So and so, retaining talent is really important. Giving them the technology and the studies that have been done, if you make an investment in the technology, that helps with retention. That helps with profit. It helps with, product innovation. So investment in the people. And the ability to collaborate. It's very hard to work if you don't collaborate, right? It just makes it really, very lumpy if you will. So the ability to collaborate locally, nationally, and globally, and people say, well what's collaborating locally? It's kind of like we can just walk down the corridor. Yeah, well if you're in two different buildings how do you get there? And then it gives us, a foot of snow between you, its makes it really hard. So collaborating locally, nationally, and globally is super important. So you put all that together that was the, what convinced me to say okay you know what, retirement, we're just going to put a pause button on that. And we're going to gave some fun over here. And that really has been, so I've, over a year now and its been absolutely amazing. So yes, big advances. What's in the the future? I think the future, you know there's been a lot of discussion around AI. We hear that its like, all the time. And we've seen from a variety of different providers this week in terms of their, their thoughts around how they're going to leverage AI. Its not about the technology, its about the end of the its about the user experience. And you look at the things that we started to do, we talked about real-time transcriptions a few moments ago, you look at the partnership that we have with Linkedin where you can hover over the name and their Linkinin profile pops up. You're going to see this, I just see this as an exponential change in these abilities. Because you have these building blocks today that you can grow on an exponential basis. So, the world is our oyster, is how I fundamentally think about it. And the art of the possible is now possible, And so lets, I think the future is going to' be absolutely amazing. Who would have, sorry Lisa, who would have thought a year ago, you could get on a plane using facial recognition? Let me just throw that out there. I mean, that's pretty amazing. Who would have thought a year ago that when you rent a car, you can just look at the camera on the way out and you're approved to go? Who would have thought that? >> So with that speed I'm curious to get your take on how Zoom is facilitating adoption. You mentioned some great customers examples where your engagement with them via Zoom Video Conference basically sold the POC in and of itself, with you at an airport >> That's a great questions. >> I guess O'Hare has pretty good wifi. >> What's that? >> O'Hare has pretty good wifi. >> A little choppy but, but it worked. >> It worked. >> Because of our great software, yeah. >> There you go, but in terms of adoption so as customers understand, alright our consumers are so demanding, we have to be able to react, and facilitate collaboration internally and externally. How, what are some of the tools and the techniques that Zoom delivers to enable those guys and gals to go I get it, I'm going to use it, And I'm actually going to actually use it successfully? >> This is a question, I don't know how many clients, CIOs, CTOs, C suite execs I talk to, and they all say, they all ask me similar sorts of questions. Like we're not a video first culture. Its like video, its kind of like we're a phone culture. And then I, so I throw that right back at them and I say and why is that? Because we don't have a good video platform. Aha. Now, when you have good video, when it just works when its easy, when its seamless, when its platform agnostic. IOS, Andriod, Mac, Windows, Linux, VDI, web. When you have this sort of, this platform when you're agnostic to the platform, and its a consistent high quality experience, you use it. So its the notion of, Lisa, it's the notion of would we rather get into a room and, would we rather get into a room and have a face to face meeting? Absolutely. So why would you get on a call and not like to see the people you're talking to. You like to see the people. Why, because its a video first. >> Unless its just one of those meetings that's on my calender and I didn't want to be there and I'm not going to listen. But I totally agree with you Harry. So, another hot button topic that I think we're at the center of here and that I'm sure you have an opinion on. Remote workers. So we watched some really big companies I think really got back in the dialogue a coupla' years ago when Yahoo was like okay, everybody's got to' come in work for us and we've seen some very large public companies that said you need to be in your workforce. and as I said, I'm sure you've got some pretty strong opinions on this >> I don't know what's going on here, quite honestly Stu but its like I think you're reading my brain because these are things I love talking about. So yeah, its. Sorry repeat the question? >> Remote workers. >> Remote workers, yeah. So first of all, I was at an event recently we talked about remote work. We didn't like the term. Its a distributed workforce. >> Yes. Because if you say you're a remote worker its kind like, that doesn't give you that warm feeling of being part of the organization. So we call it, so we said, we should drop calling people remote workers and we should call them a distributed work force. So that's one. Two is, I'm in New york, I'm in Orlando, I'm in Chicago, I'm in Atlanta, I'm in Denver. I'm on planes, I'm in an Uber. I don't feel disconnected at all. Why? Because I can see my colleagues, and its immersive. They share content with me. I'm walking down Park Avenue and I've got my phone and they're sharing content and I'm zooming in and I can see them and I can hear them and I'm giving feedback and I'm marking up on my phone, as I'm walking. So I don't feel, and then when I go to, its fascinating, and then I go to San Jose and I'm walking around the office and I'm seeing people physically. It doesn't feel like I haven't seen them, its really funny. I was in San Jose last week, Wednesday and Thursday in San Jose, took the red-eye back. Hate the red-eye but, I don't like flying during the day, I think it's inefficient, a waste of time. Took the red-eye back, now I'm on calls Friday morning from my office at home with my green screen, Zoom background and everybody's got, it's like I'm talking to the same people I was talking to yesterday but they were in the flesh, now they're on video. It's like Harry where are you, why didn't you come to the room? Well I'm back in New York. It's just just that simple, yep. >> That simple and really it sounds like Harry, what Zoom is delivering is a cultural transformation for some of these newer or older companies who, there is no reason not to be a video culture. We thank you so much for taking some time >> Thank you, thank you >> To stop by theCUBE and chat with Stu and me about all of the exciting things that brought you back into tech. and I'm excited to dial up how I'm using Zoom. >> Well we can take five minutes after this and I can show you some cool tricks >> Wow, from the CIO himself. Harry Moseley, thank you so much for your time. >> Thank you, thank you >> Great to have you on the program. For Stu Miniman, I'm Lisa Martin and you're watching theCUBE (upbeat tune)

>> Live from Orlando, Florida. It's theCUBE, covering Enterprise Connect 2019. Brought to you by Five9. >> Hello from Orlando, Florida. Lisa Martin with Stu Miniman. theCUBE has been here at Enterprise Connect 2019 in the booth of our gracious host, Five9, for the last three days. Stu, this event is our first time being live here on theCUBE. Your first time here, mine as well individually. Massive event that has transformed a lot. 6,500 attendees, their biggest ever. Well, 140 vendors in this expo hall. What an incredible week. We've had the opportunity to talk to so many people. Can't even keep track. But this enterprise communication and collaboration space is really, really, really hot. >> Yeah, Lisa. I'd definitely learned a lot and had a good time. And, really, it's always a pleasure to be hosting with you. I feel I am better educated as a consumer, now after having gone through this, and I wish as a consumer, I actually knew before I was making some choices on some of the brands, whether or not they had some of the technologies behind us that we heard about here, because we've all had some challenging interactions with whether it be chats, websites, emails, or trying to call in and hopefully getting to that live person. I've looked into my career, and the ebb and flow of changes that had happened from the call center to the contact center. I've also had some empathy. I had started out on the call center; my first job out of college. But you know there should be no excuse for a company not to be able to have a good customer experience, if they're leveraging the technologies and the solutions that are available today, especially a lot of those powered by the cloud. >> Absolutely, it's table stakes, I agree with you. I definitely feel reset as a consumer. My perspectives, and even understanding the fact that like Five9 here, they've been talking about the intelligent contact center. They have five billion recorded customer conversations a year. And I've never thought, when I'm calling in, when you hear this is going to be recorded, we just expect that. But how a company, like Five9, can enable them to actually, start to leverage the power of AI and cloud to harness that dark data so that, to your point, the customer experience is ideal. Because, as consumers, we have so much choice. >> Yeah, so we've been talking for a number of years on theCUBE about the companies need to be data-driven. And still, it's early days here in the enterprise communication space. There is a proliferation of everything from the end devices. We just interviewed the CEO of Poly, long history: Plantronics, Polycom. I've got long history, understand a lot of those technologies that they have. Huddle rooms and white boards and tetanization. They're all of these devices. And then the software and the cloud and all those pieces. We use CRM in our business and boy, there's things that I would love to be able to tap in, even for a small company. And I've talked to lots of companies as to how they can use these technologies. And it was really intriguing. And we had a great user discussion today with Carfax. Really enjoyed that. Always good to hear as to what they're doing and the blurring of the lines sometimes between unified computing and the contact center, and where putting that information into their agents' hands, or into the salespeople hands, or we've talked to people on the marketing side, and the marketing cloud to put it into the marketing hands. So, data, we know, is a huge differentiator. And I know an area that you were loving is CX was at the center of everything, and the role of the agent and the customer is something we need to think about. What were your takeaways about that, Lisa? >> About that, great question. Initially, everything that I was reading about this event and the industry was all about everyone is talking about customer experience, CX. And when we had Blair Pleasant on with Michael Rose on Monday, I think it was the customer satisfaction or service index that they did, showed that companies are actually rating employees' satisfaction lower than customers' satisfaction. And I thought, "but if I'm an employee and I'm an agent, "and I'm on the phone or I'm in a chat or whatever channel "dealing with what might be a disgruntled customer, "who probably has a really easy alternative to turn to. "My experience needs to be good. "I need to have the information, "the right content at the right time, "and be empowered to make a decision." So some of the conversations that we had started to show that really, AX, agent experience, and CX are blended together. They have to be because to me, they're mutually exclusive and if that agent doesn't have the information that they need, has to ask a consumer the same question that you've just repeated, the likelihood that consumer will churn is very high. So the agent is one of those ones, I think, at the front lines, that I honestly never really thought about it from that perspective how critical they are to the business. >> Yeah, and when you dig in to say, okay, what is the life of an agent, first of all, if I can give them a simpler interface. And that's something in both the unified communication and the contact center if I can do that and then, where is there automation or the AI to help me do my job to be able to critique myself and go in there, rather than having a manager yelling at you? There's some powerful stories we've heard about that, as to, I can better myself and I'll probably be more engaged and that should translate also into a better customer experience. So we're not getting, love the example someone gave, It's like, "do you ever called there and they're like "my system's a little slow today" or "I can't get into this." It's like, we don't want, as consumers, we never want to hear that. And that's not a good experience. What we heard is there really should be no excuse in today's day and age, that shouldn't be the issue. >> Absolutely. So we've talked about the agent experience, customer experience Some of the other users that we've talked about on the program are, for example, Microsoft team has this really cool demo. We had Jace Morano on the show on Monday. showing this incredible power of internal teams collaboration and communication and how connected companies can be across geographies, cultures, generations. So that internal collaboration is another big piece of the show that the power of cloud, the power of AI, that companies are starting to harness is transformative for a business on every level. >> Yeah, it's really. I've been to when I go to a Microsoft show or a Google show or an Amazon show, oh, look at the real time, things that are happening, global translation, being able to see sentiment by AI of like what the faces. Certain shows you go to you can go up and they're like, happy, sad, confused, things like that. So, Microsoft gave a great demo. Let's see how long it takes for that really to diffuse out and be usable for businesses. We know the power of video. It's core at the center of what we do with CUBE. We understand when it can transcribe and translate that's really powerful things that we're keeping an eye on. And the cloud is definitely driving a lot of innovation. And that's something that we've heard over and over again, is that this show, now in it's 29th year, and it's like, third life with a third different name. Cloud has really infused a lot of energy, many new companies here, and, therefore, there's a nice robust ecosystem with some blurring of the lines and some competition, but for the most part, if it's in the cloud, a lot of times, those integrations are happening behind the scenes and I, as a customer, don't need to put it together where it's baling wire and duct tape and zip ties which kind of felt like we had to do things in the old day. And it was very fragile. It should be much better. We heard lots of them as to how Seram, especially like sales force integrates and from Microsoft and many the other players here, they're saying there's is good commitment. There's good working agreement with many of the companies. And absolutely from our hosts here at Five9. We heard from a lot of their partners, from the device and the software players, as to how they all tie together seamlessly to make sure that their users has a good experience which leads to agent and customer experience ultimately. >> Absolutely, the partnership and the collaboration in this space was very palpable and it was great to have so much access to Five9's partners. I think a couple of tag lines I'll takeaway from this, as a marketer, is that Zoom, we had Harry Moseley, the CIO of Zoom on this morning. And his fireside chat this morning and with us, earlier today he said, "video's the new voice." We've also heard, "voice is sexy again." We've also heard, "it's humans being augmented by machines. "It's relationship based." So a lot of really interesting themes that all come together that I hope sort of dispel some of the concerns that either individuals, or some business users, have about AI taking over. It's this combination of differently tools, but the human component, the empathy, is still absolutely critical. >> Yeah, and we'll see AI will first be something's that's internal to these companies. So Five9's announced this week, it's the Five9, I believe, Genius is the tool in there. It helping make their agents help them ramp up much faster, get the data they need, and it's AI that's going to actually help them infuse them so that they can react faster and they're super agents, give them superpowers. We heard from a number of people that external facing AI, we're still a little bit early. And we'll try to see where some of the early leading use cases will be for that in the future. >> Well, Stu, it's been a great three days co-hosting theCUBE with you at Enterprise Connect '19. I cannot believe how much we've learned and how we both sort of changed our perspective as consumers. Let's see how long that lasts. >> Yeah, absolutely, Lisa. So many of the things that we've been hearing for years about cloud and AI definitely translate here and we love really documenting some of those industry transformations and pleasure as always to work with you on theCUBE. >> Likewise. For Stu Miniman, I'm Lisa Martin. You're watching theCUBE. (upbeat music)