>>Hey there, thank you for joining me. My name is Heather Pick and I head up strategy and portfolio for point next technology services. Um I really appreciate you guys joining me today. So I want to take you through some of the experiential changes that we are launching today in accordance with their compute space that we believe are going to drive the success of our compute platform without our customer environment. I always like to start these presentations with a provocative yet somewhat simple question and today um I want to start with what would you do if you had an hours, more time and every day. Now to be clear, I'm not looking to extend the day to 25 hours so you can cram more stuff into it. I'm really looking at if I gave you an hour's worth of time of stuff that you did today and tomorrow, you don't have to do it anymore. What would you do with that time? Would you take a lunch hour? Would you leave at a reasonable hour on a daily basis from work? Would you spend that hour really thinking about that strategic project that your boss needs you to go do some R. And D on and really forgot where it is. You need to take the company. What would you do with that precious time? And I ask you because here within point, next technology services, we believe that the element of time is one of the most valuable resources that we can give back to our customers, right? And we see that in two spaces, right? So both in time saved and then time well spent. And let me tell you what it is. I mean about this. So when we talk about giving time back to our customers, that's in terms of a rich digital experience that provides automation and Ai and ultimately access to the things that matter to our customers so that they can do the day to day job of managing their technology ecosystem. Yeah. We don't want to undermine the fact that that same digital platform is also leveraged in order to enhance conversations with our customers that we consider time well spent. So answering questions about what would happen if I turn to this feature on what can I expect um if I make this architectural changes and we're seeing both of those questions come our way hard and fast from our customer base. And these two elements are the underpinning of the entire portfolio experience change that we're bringing to market. Yeah. So what do I mean specifically when we talk about time well saved our time safe. So how how are you going to realize this within your day to day? So number one, it's it's knowing our customers, right? We are working with a lot of different personas within our customer base, right? So we might have a purchasing agent, we might have an I. T. Line manager and the ability and the requirement within that digital ecosystem to know that person the moment they walk through the front door, whatever their front door is, whether it's a digital front door, whether it's a phone call, whether it's an email, whether it's reaching out to an HP person that's on site that we have that digital footprint on them to know who they are and what information matters to them second, taking our technology capabilities and all the information and the richness that's within that digital environment and providing them access to the information about their products that's meaningful to them. Sometimes they don't want to talk to us. Sometimes they just want to know how to do a simple field replacement of something or, or when they get into those more complex. Hey, I need more expertise. I really do need to do some scenario planning. How do I get access to those technologists that can help me? And then how do those technologists bring other people to that conversation so that I leave that conversation knowing that have the right answer and the decision that I've made is the right one for my company. So let me take you through an example of what it is I'm talking about. So as you enter into the new digital customer experience or HP Support center, as you've known it, you're going to notice a dearth of information that's available to you. And one of the cornerstones are foundational elements in developing this new experience is really that it's tolerable. Not every customer and not every persona within every customer wants access to all this information. So, customization on this entry point is critical for you. So, whether you are a line manager who wants to understand all of the things that are going on within your environment, whether you're a technologist that wants to understand what is the technical risk within my environment right now, whether that's their product alerts or critical downloads, or again back into that broader view of what's happening with my contracts, what's expiring, how much money am I going to have to spend this year to keep the keep these contracts going? That's all available to you within this digital experience, and again, heavily customizable based on what you want to see. So in terms of asset management, let's get down to the technical aspects associated with it. So, our technologists need access into their environment on a per product or per technology basis. When we talk about compute it gets even more critical for me to know what kind of compute assets I have and again, what are the features and functionality or potential risks within those environments? This allows a rich ecosystem with access to all of that technical knowledge, very prescriptive information about the different products that's that you have running within your environment, access to both a digital ecosystem as well as peers doing similar things. And then finally, a roll up to give you proactive insights to again your entire environment from a technical view so that you can identify and manage risks in aggregate as opposed to on a per asset basis. We believe that these are the two foundational elements of success in giving customers time back and then also providing the foundation for meaningful experiences. So I've taken you through the detail on what we mean by saving you time. I've taken you through a demo of our new digital customer experience. Now let me talk a little bit in depth about what we mean by time, well spent more and more coming from our customers, they're expecting us to deal with the technology issues, you know, of our technology, but more and more. They also want information on the broader implications of technology changes within their environments so things around performance. How do I get more performance from this from this compute platform that I look at? How do I find tune it so that it can be more workload addressable? Um what happens when I toggle this feature to the network impact? So more and more often we're having to have much broader conversations, again, more meaningful conversations with our customer base on the outcomes that they're trying to drive. So as a result, our offerings are changing in order to pivot towards your more workload mindset and that more aggregate view as you'll see reflected in some of our technology tools. I'm going to take you through an interview with one of our technologists um to show you what it is I'm talking about. So joining me is Nation George. He is one of our senior technologists. Within point. Next Technology services Nation, thank you for joining us. How are you doing today? >>Be good, >>awesome. So you see a lot you've been with us, You're dealing with a lot of customers. Tell us what you're seeing on a day to day basis. What questions are you getting for their customers? How are you seeing these interactions change? >>Absolutely. Before I go into the examples, I've haven't seen your technologist in plain X. Global Remote Services. What I do late today is actually solving complex problems. I can give you a few examples. For example, like a couple of days back I was actually on a customer call um they were looking for understanding the benefits of tag versus tunnel network in more in hb synergy when inter operating with one view Cisco ASA and B M R V center and this is in the interoperability space. Another example would be a customer coming in and asking like this is a telecommunication customer who want to know how to integrate their centralist monitoring tool um to retrieve physical encounters from H. B. Products so that they can have their proactive monitoring in place, right. And some of the other common questions what we see from customers are around maintenance which means like they are doing an infrastructure former update and or infrastructure update. They would like to understand how the version compatibility, the known issues specific to their environment or the best practices what they can follow so that the updates complete successfully. You know, these are the type of request, what we are seeing mostly now from the customers. >>Okay, so really diverse, Pretty complex. A lot of moving parts. Um, how do you know, what kind of methodology or how are we doing to ensure consistency across all these interactions in the different customers? >>Absolutely. We have developed a method and a mindset to provide a frictionless experience to the customer. When they come with these questions, you know what it means is actually that when they come with the question, we try to understand their technical problem technical problem from a technology standpoint. Then we try to see how the technical problem impacts the workload and application and how does it impact their business. We get into an understanding of the technical problem. Then we try to understand that. What are the components involved in the solution for example like compute storage, fabric and software. And then try to understand the into anthropology and data flow with the understanding of the technical problem and the solution into interview. Now we are able to understand what the customer is trying to achieve and what the expected outcome of the interaction need to be and now that we know the expertise needed and most of the time we have the expertise needed to take care of the request. In some cases we need to bring additional experts but we will bring the additional experts but all the time we will keep the solution level ownership until the expected outcome is achieved. Once we are able to collaborate, the experts were able to explain to the customer that the actionable steps which they can perform to actually resolve the problem or achieve the expected outcome. You know? This is the type method what we use whenever the customer comes for advice and guidance. >>So what do you think the ultimate benefits are to the customer? And kind of simplified terms? >>Yeah, these are some of the benefits. What I can see, you know one. They can call us to the support line for any help. For example, like they have a question, they need an answer, they need an advice and guidance or they have support issues that one stop shop like they come to our call, they call us and get them the assistant second, it is a solution level ownership. The person who picks up the call and assist will stay on with the solution level ownership until the customers expected outcome is achieved third. Once we follow the method, what I explained earlier, we will always get to foster resolution and always achieves the customers outcomes. Actually see at the end of it. The central focus here is to reach customers outcome and with solution level ownership. >>Great, thank you so much for joining me. This has been really, really insightful. It's always good to be able to talk with our technologists. >>Thank you heather. >>Okay, so you can never come to one of these without some sort of a call to action. So what am I? What am I asks of you? Check out, check care, right, explore the digital customer experience, use those tools and resources that are available into the air. Use it and give us feedback. This is not a capability that we're rolling out, that we're not going to touch. You're going to see iterative value added to it and that's going to be driven primarily by customer feedback and then telemetry that we're getting on how it is. They're using it, so use it and give us that feedback. Get your time back, really, get your time back, take your lunch, um, spend time on the strategic projects. That's what we're here for. This is we think one of our most compelling assets that we can do for our customer base. Thank you for your time.