>>From San Francisco. It's the cube covering get lab commit 2020 Rocky you buy get lab. >>Hi, I'm Stu Miniman and this is the cubes coverage of get lab commit 2020 here in San Francisco. Kicking off our coverage of 2020 a great developers show talking about the, the platform they get. Lab is building and have one of the keynote presenters from this morning. Christy Lineville who is the user experience director at get lab. Thanks so much for joining us. My pleasure. All right, so th one of the things that uh, you know you and was talking, talking in the keynote this morning was we have the scroll of tools and of course one of the challenges people know is if you're talking different tools in different environments, the user interface is going to be different. And therefore the stat I heard in the keynote was over 50% of dev ops time is wasted on logistics and repetitive tasks and all these environments. Before we dig into it. Christie, I'd love just a little bit about your background because you hinted at it a little bit in your keynote that some past experiences you've had. So what, what led you to this role at get lab? >>Yeah, so I've been in tech for about 20 years. Um, didn't go to school thinking that I would be a UX or one day because 20 years ago, frankly it wasn't even a thing. Um, but over the years I've gotten to work at Dell and general motors, Rackspace and then a regional company that's still huge called HEB. So lots of enterprise, lots of tech, um, which is areas that I'm just really passionate about. UX and, >>yeah, well we, we, we talk so much about Keck. Um, I love, one of the things I've looked at my career is there's the cool tech button, you know, what is, how does design fit into these, you know, there's of course the easy examples of Apple, but you know, so many of the products, when you talk about the difference between it being a utility, and I love this thing often is the design. And that, that, that user experience piece of it, um, in the dev ops software world, give us a little bit of your world challenges that you're seeing. What differentiates a, you know, an okay product versus something that customers are going to be like, you know, I love this. I want everybody to use it and, you know, want to spread, spread the gospel. >>Yeah. Um, so building the types of tools that we are building at get lab isn't sexy or like working at Apple. Um, but I'll tell you this, the designers who work on these types of tools are really deeply passionate about creating great experiences for people to do their jobs every day. Um, which is actually really exciting work. So what's interesting though is oftentimes people are coming from using these very outdated legacy tools. Oftentimes their internal tools, uh, they just don't have a great experience. So we get really excited about being able to take the type of tool that someone is kind of like, these folks don't have a choice. They're not getting to decide which tool they get to use to do their job. They have to use it. And we're really respectful of that. Just because they have to use it doesn't mean that we want to take advantage of that. Uh, we want it to be a really excellent experience. >>All right, so Christie, I had heard before when you talk about get lab there, there's dev, there's sec, there's ops in the keynote, you talked, even groups like finance and marketing need to get involved. There's very different expectations and skill set when you talk about those roles. So it helped me understand a little bit, are there different interfaces based on my roles? Is it just so simple that anybody should be able to understand it? Help us understand. >>Yeah. So that's the goal. I'm not going to tell you that they're there yet today, but that's the idea. So yeah, having worked in tech for such a long time, um, it's, I've got a lot of, uh, experience with watching different roles, try to interact with these technical teams that need the tech teams for them. This is, this is bread and butter stuff. They know exactly what's going on. And, uh, other roles really try to kind of bring themselves to the developers and that's what we're trying to make easy. So things like taxonomy play a huge role in that. The way that, uh, deeply technical people talk about the work that they do is very different from how people in other roles do. And we're starting to think about how we can converge those two things just to make it easy for everyone. >>No, I love that because a few years ago there was Oh, developers and the new kingmakers and they're going to do off their thing, but it kind of seemed like the developers were off on the side and they were going to choose their tools and figure things out and then somebody eventually needed to pay for something and figure out how it works in the environment. The story I'm hearing and the maturation of that is developers are closer to the business and these roles need to talk and communicate and fit together. Is that what you're seeing? >>Yeah, that's absolutely right. >>All right, so get lab also your, your product line spans of just a broad spectrum. There's, yeah, I don't have memorize the 10 categories that you need to fit. Um, I believe there was a couple of acquisitions, uh, that helped grow here. But you start with SCM and CII. Those alone, making sure that those work together is a certain bit of work. But how do you, how do you span the gamut and make sure that all these various pieces, uh, I'm going to have some kind of coherent experience. >>Yeah. So we're also thinking about project planning that happens before SCM NCI ever starts. Um, and so we're thinking about how do we make it easy to take something from an idea, an issue directly into that build process. Um, and then after that it's like, okay, so then what happens next? Keeping it secure, um, and then watching it to see what's going on it and then just getting it out onto infrastructure through our ops features. Okay. >>Talk a little bit about how you interact with the ecosystem in the community. Also, it's everything is open to, you know, understand, you know, I want them to see the meeting minutes. I can dive right in and do it. And we heard lots of examples in the presentations about, Oh, some change has been made or you know, your CEO joke to somebody corrects my grammar. And that not necessarily, Oh, maybe it is someone inside the company, but uh, you know, that dynamic is to make sure you have something that is coherent when you have so many different internal and external constituencies that will be opinionated as how things should go. >>Yeah. Um, so let's see here. Um, ask me again. Sorry. >>Yeah. So you get all these other constituents that, that want to kind of have a stake and probably have an opinion as to how things should go. How do you make sure it works, not just forget lab but all of your customers and the partner ecosystem that you're building around it. >>Thank you. And so we do take the comments that come in on issues very seriously. Uh, my team is looking at that. Our product managers are certainly looking at that. Um, and we look at that as directional information. Where my team really takes that though is then we dive in and we do UX research. Um, so we are very mindful of the fact that the comments that are coming in, um, we don't take them literally, uh, we take them as kind of advice about where do you dig in next? And so what my team is doing is figuring out, uh, what roles are really interested in this future going out and either doing surveys or talking directly to customers doing qualitative interviews, or we're sitting down and saying, okay, so we get it. You have some feedback here and that's wonderful, but what were you trying to do? How did you even get here? Where did you want to go next? What things are working well for you? What things aren't working as well? And then that's a lot of what we do. >>Um, you've got a global environment that this is going into. What, what challenges does that put on what you're doing? >>Yeah, it brings a lot of challenges. Uh, one of the bigger challenges that it brings is in our UI copy, right? Um, so field labels, things like that. We really try to be mindful about that. Uh, so in a couple of different ways. So, um, the way that people talk about things a is different throughout the world. We try to be mindful about not using things like jargon. Um, so that everything is clear and easy to understand no matter where you are. We also think about things though like length of text, which can have a really big impact. So we know German tends to have some long words. We have to be mindful of that as we're writing UX copy. Cause in the end we want this to be as easy for everyone to understand as possible the moment that they look at it. All right. >>Uh, how about announcements? Uh, we, I understand the 22nd of every month is when a code drops. So just bring us up to speed as to what people should know about boat get lab product today. >>Yeah. So we, we released features at an industry changing velocity. I have never seen anything like it. Um, and from a, I'm always gonna think from a UX perspective, UX is deeply involved in that. So there is not a release that goes by where you as a customer or a user can't actually see the impact of the release. Yeah. Things are happening behind the scenes and we're shoring things up and strengthening the backend, but we're doing things on the front end constantly. Um, and my designers and researchers know that that's like they're on the hook for that. And so they're always thinking about like, what's that next thing that we can deliver? >>All right, so Kristi, dark mode for everything. >>dark mode has definitely been something that we have heard from our user base that they really want. Um, something that we're working on is a good design system so that we have single source of truth components we'll make that'll make it much easier for us to do the dark mode that we know is a legitimate ask from our user base. >>Yeah, absolutely. Anything else? Uh, just trends or things that you're looking at for 2020 >>trends that we're looking at? No, it's interesting. I'll be honest, I don't think that we think a lot about trends. What we're really doing is we're looking at the feedback that's coming in directly from our user base and then we're trying to make decisions based on that. Um, so actually I don't, I couldn't say that we have any trends. >>Well, you know, mobile drove a lot of the last decade or so. Are any of the voice or interactive, you know, type of platforms have any impact on what you're doing yet? >>Yeah, so we, uh, we are thinking about mobile. We're not thinking about in the term about it in terms of, uh, native mobile apps. We're really trying to think about it in terms of just making a really good responsive experience. Uh, we're trying to get a better sense of which jobs, um, are most commonly done on mobile devices so that we can focus first on making those better. Um, but that's also something we're trying to think about with every design. So I see my designers doing a really good job these days. So they, you know, they put together a design, they're thinking about it in terms of desktop, and then I see them pivot and think, okay, so what does this now look like on a mobile device? So we have a lot of work to do in this area. I'm not going to tell you that we don't, but I see us getting better and better all the time. >>All right, Christie, thanks so much for giving us all the updates. Really great to dig into it. It's been my pleasure. Alright, I'm Stu Miniman and thank you for watching the cube.

(energetic music) >> Voiceover: Live from Las Vegas, it's theCUBE, Covering Oracle Modern Customer Experience 2017. Brought to you by Oracle. (upbeat music) >> Hey, welcome back and we are here live in Las Vegas at Mandalay Bay Convention Center for Oracle's Modern C-EX, Modern Customer Experience Event. Part of Oracle Marketing Cloud, I am John Furrier with SiliconANGLE. My co-host Peter Burris, head of research at Wikibon.com. Our next guest is Adrian Chang, director of customer programs at Oracle Marketing Cloud, also emcee of the Markie and big part of that program. Congratulations on the success of the Markie's awards, which were given out last night. I read your blog post on the site this morning. >> Thank you >> Great to see you again and welcome back to theCUBE. >> Thank you for having me, always great to be here and I love Modern Customer Experience and that marketing is a part of it. >> It's really been a great transformation this year. The simplification of just now narrowing it down to one simple value president, Modern Customer Experience, which encapsulates a lot of stuff. Quickly review what that is and then let's talk about the Markies. >> Absolutely, so I start with the Markies and so we have a history of celebrating excellence in data-driven modern marketing. So, this program has grown tremendously over the past 11 years. When I look at the submissions, they're customers that are focusing on acquisition and loyalty retention. And they read these stories all the time and spend weeks preparing the submissions. So this event is all about how can we share our intent to have our customers have a good experience as part of Oracle and then how can we help them delight their customers in delivering experiences and create value at every touch point. >> One of the thing I really like about the change in the name from Modern Marketing Experience to Modern Customer Experience is you move from the process, the function, to the outcome and the result. So how are the Markies reflecting that this year? >> Absolutely. So if you think about where we started, again it was six categories celebrating excellence in B2B marketing and reaching folks behind a single device, their laptop computer. So cut to 2017, the customers' preferences, their activities are fluid. So great marketing requires you to use a series of channels to reach them everywhere. And so, marketers have to balance brand with action, and then also deliver on intent. So the Markies have had to evolve to think about the habits. So the account-based marketing team of the year was a new award that we gave out that really represented the intent. Are people actually doing this, we have tons of great stories. So we have to balance out a bit of the usage of the product and the technology and embracing the new strategies and what's current within the marketplace. >> So the future of marketing as it goes into data, that's been the theme here. All of our interviews, day one. And certainly the key notes, even Mark was giving a great specific example. Now data is at the heart of it. Adaptive intelligence is the theme. You can see the dots are connecting the convergence of where the Markies are showing traction are some pretty interesting use cases. Any notables you'd like to share that kind of highlight that data piece? >> Absolutely. So our winner for best email campaign was from Jetstar and they're an airline in Austraila. What's great is they have been able to find ways to-- so when you get an email about travel, sometimes you book at one particular point and your preferences and relationship with that airline may change. Your travel destinations may change. So the fact that they can optimize the information at the time of send, sending the weather, curing you to maybe upsell and look at other opportunities to have a pleasant experience, that's amazing. So Laura Ipsen spent some time talking about how we at Oracle are looking to evolve preferences, so going from one to many, to one to one, and the hallmark which is one to you. And I think the Jetstar campaign, they use Oracle responses as a perfect example of that. The first award that we gave out was to Covance for account-based team of the year and by doing, setting up an account-based marketing strategy, putting it in place, getting all the stakeholders in sales in place, getting the discipline on the content. They were able to increase their engagement with key accounts by a significant margin. And they were delighted to be among those that are partners to celebrate that achievement. >> Adrian, I want you to talk about, for the folks that are watching who aren't here, the buzz in the hallways, because the hallways is always a good conversation, certainly the lunch table as well. I'll include that technically at the hallway, but people sitting down. >> Absolutely. >> AI has been front and center, but it's not being painted over, white-washed, "Oh! AI! It's hot so let's jump on the bandwagon." There's some real tech involved. What has been the reaction from customers in used cases that you hear in the hallways? >> Customers are excited about it. I think for a lot of our customers had the opportunity to hear Mark Heard talk about it. Where he embraced and said, "If you think about AI at the core, it's computing done real fast to help people make really rich decisions about what to do next." And so, I think our customers are still grappling with all the technology and how to get value out of their core platforms, how do they deliver on their initial objective and then we have a subset of our most mature, most excited, who are starting to put those data plots together, and start getting more predictive and allow the machine to do the work for you. But in order for you to have, to even think about it, you've got to have great, you've got to fill the cup with great data. And I think people are still getting there so that the machine isn't biased and you don't make the wrong decision about how to treat your customers. >> So just notable trending tweets I wanted to share with you, and again, get your reactions, because this is speaking to the customer in used case. One was from a part from our digitizing panel, Mark wrote "According to digitize, if you're not looking to use chatbots and AI, you're going to be out of business hashtag MME17", a little bit of that, legacy there. And then hashtag Modern CX. And the other one is, "Netflix is a great example of a company creating content combined with powerful AI targeting programs." Little bit of sample of some of the things we're seeing. Chatbots. It's a new interface. It's a new way to use data. Netflix content, which modern marketers need content in this platform. Picking a Netflix approach. So, kind of begs a question. Chatbots? Netflix? Kind of modern. Email? Old? So how do you get a marketer to get you to use the reliability of hardened critical infrastructure, like email, not going away anytime soon but, it's going to be one dimension of Netflix. Content marketing. Binge watching. All this content out there. Netflix and chatbots interface. Your thoughts? >> So my thought is I am, so I was in the room when I watched the chatbot piece and I loved the fact of the, we could live in a world where we could have a fluid customer experience anywhere. You can ask a question. I also support our communities where you ask a question and know you're automatically going to get an answer to the algorithm. So that delivers on that one to you scenario. So I'm super excited about it. When I look at the Netflix example, even to get the information on what the recommendation engine should be, you still need a lot of data. And you still need to know what are the habits of your customers who even land on that decision tree. So I love the fact that folks are thinking Netflix and thinking content, but that chatbot thing, oh my goodness. When people start doing that I can't wait to see those customers that win those Markies. >> Peter: But they have to do it right. >> They have to do it right. >> One of the dangers that marketing always faces is the idea that it's all about collecting information, having the customer give something to me and not giving something valuable in return. >> Adrian: Absolutely >> And the challenge that I see with chatbots is, and I think you agree John, is are chatbots going to be used to further automate information collection at the expense of really presenting value. The new marketing, the Modern Customer Experience, has to be focused on are we delivering value with the customer at every single interaction, not is the customer doing more for us inside of marketing. What do you think about that? >> So I agree. Cause if we do not know that we are creating value and that we're not, that we're adding friction into the problem, you pour that into your algorithm, there's going to bias. And so then, you can't make a decision about how to feed information into the machine and not have the right information that says we don't have the right region, we don't understand the behavior across all products. You can't have bias in the model at all. It has to be complete for you to then look at your customer base holistically. >> Yeah, we don't want to better automate bad marketing practices. >> Adrian: Absolutely. >> We want to use these technologies to continuously drive to use a famous person's parlance a more perfect union between this marketer and the buyer. >> Adrian: Absolutely. >> John: Well you got a great article up on Martechseries, "This year has gone above and beyond, fully leverage and most innovative marketing technology to create customer centric campaigns that deliver outstanding results that Laurie has spent, Senior Vice President Chairman." Okay that's obviously marketing packaging for the quote, from PR, but what she's getting at is customer centric. Again this is the theme, multitude of technologies now in the platform. Very interesting. Are customers responding well to this platform and are they seeing the need to stand up thing quickly in these campaigns? >> Adrian: Absolutely. They are finding that there's more pressure to get interim value. They are absolutely buying into the platform message and we have quite a few customers who also were recognized for the use of multiple products and multiple partner related applications. And so we're actually seeing a nice trend in both. To do great marketing, part of the messaging, or part of Laura's talk track from today was people are freaked out about the data but if you find a way to harness it, you'll create experiences where you'll stop chasing the customers. They'll start chasing you cause you'll find the right way to have the conversation with them. >> And word of mouth gets around too. I'm going to ask you to pick your favorite child of the awards. Was there one that jumps out, without alienating all the winners. Is there one that you like? >> This is a really, really hard question for me. As you know I read all the submissions, I play a heavy role in writing the speech. So it's really hard. >> John: Here we go, the preamble, not picking one. Here we go! I don't like to pick my favorite child. No parent likes to do that. >> I don't like to pick my favorite child. This is a really, really hard thing. >> Okay, audience favorite? >> How are they different this year from last year? How about that? Or is there something general that shows, that kind of reinforces some of this customer experience or are you seeing a progress in how the Markies are evolving? >> Yeah, that's a great question. So I'm happy to answer that one. And so for the first time since 2012, we brought back the dinner. And so having the Markies and our customer celebration, it shows our intent as Oracle Marketing Cloud, for our customers as well. That we love and want them to have a great week and want to celebrate their accomplishments and get other people to the winning circle. So being at a table and feeling that energy, getting that opportunity to sit with an executive or sit with a member of a team is a really, really great lift to then come to an event with over 4,000 people and feel warm and feel included. So I think that was an important part, that was a huge feel. I mentioned that we added a account-based team of the year award. Again, you couldn't be in B2B marketing and hide from account-based marketing. It's everywhere. We also delivered an overall customer experience award, so we had two customer-related awards and we created one category. I personally the videos, so our best video submission categories won where the viewers got to pick. And I would say the reaction of Juniper taking home two trophies last night, if I had to pick one, because that one had bit of a go to it. >> Peter: Juniper? >> Juniper Networks. >> Really? >> John: Two awards. >> They won two awards last night. I loved their reaction as well as the reaction of our folks from Brazil. You know, really, really great stories from their use of data. We also had Chris Diaz, our leader of the year, who not only led really strong customer experience transformations across marketing, sales, and service. >> This is the CMO of Time Warner? >> Uh no, that's Kristin. >> Kristi? >> Uh yeah, that's Kristin at Time Warner. I'm talking about Chris Diaz who is also driving sustainability efforts in Africa. It's really transformational. Huge, huge advocate of Oracle. As is the team at Kenya Airways. There's some really feel good moments. There are really exciting moments, you can feel it. People were hugging each other. People were laughing. People brought their own noise cannons and sparklers. >> Who doesn't love an awards show? When you're giving out great trophies? >> You know, we always get the comparison to the Oscars, and so this year it felt like the Golden Globes. >> So you handed out the wrong award. >> So you had a couple of times when the winner, when the wrong winner was >> We actually did not have that but we actually did joke about it. We embraced it. So Kayla Sullivan helped us with the awards distribution. And that was fun. The trophy itself is actually made by the same designer who makes the Emmy. And I believe I said that last year. But the feel was more like the Golden Globes. There was refreshments and opportunity to have there. >> John: It was well done. It looked great on photos. Big crowd. You had the jibs and all the cameras. Great camera angles. >> We had a drone do the delivery so we played with some new drone deliveries >> John: That's the next one up on Amazon delivering your packages by drone, you know, dropping in. >> Absolutely. Absolutely. So we had one delivered via tweet and then we had one that was delivered via drone and so we covered all their risk management pieces in advance. And I'm just super happy that InVision, who partnered with us in hosting and producing the event, were able to get some of these things cleared. So our intent was let's be futuristic, let's be digital, let's be now. And they managed to incorporate that into the show for us. >> Well, Adrian. Congratulations on all the great work with the Markies and continued success. What's next next year? What do you guys look, I know, processing, you got to have a little fun now. Relax a little bit. But as you look forward to next year's Markies, you're watching, you've got your submission. It's kind of like the college admissions. You want to know who the judge is. Here he is. What are you looking for for next year? Have you though about it, any ideas? Random thoughts? >> Yeah, it's a great question. It takes us about seven months to actually plan. To sit down and actually plan our calendar from submission peer, the content. And so, we tend to create the categories that are aspirational. So we likely will figure out what's the best way to incorporate the trend. Get them out early to drive customers to get really excited about what's next. We're talking about AI now. What will we be talking about in six months? I'm looking forward to to hearing more customers share about the value their getting from Marketing Cloud, the new channels that they're using, how they've overcome barriers within their organizations to do new and great things. And really focus on taking these stories and telling them all year. >> And that's speed and empowerment. >> Yes. Absolutely. >> Adrian Chang. Here in theCUBE back with Markies update with great commentary. Great to see you. Looking great, love the outfit. Lookin' good, as always. Thank you for taking the time and sharing your perspective. >> Thanks for having me. >> Peter: Took me a while to figure out what that was though The flower. What is that thing? From here it's like >> It's good. Looks good on you. Adrian Chang, here inside theCUBE bringing all the Markie action, all the great coverage. It's theCUBE. We'll have more live coverage after the short break. (energetic music)