(upbeat music) >> Good evening, guys. Welcome back to Las Vegas, theCUBE is here live at AWS re:Invent 2021. I'm Lisa Martin. We have two live sets, two remote sets, over 100 guests on theCUBE talking with AWS, and its massive ecosystem of partners bringing you this hybrid tech event, probably the biggest of the year, and I'm pleased to welcome Stephen Kovac next, the Chief Compliance Officer at Zscaler. Stephen, how's it going? >> Well, it's going well, Lisa. Thank you for asking, enjoying Vegas, loving the conference, unbelievable. >> Isn't it great to be back in person? >> Oh, it's so great, I've seen people. >> Conversations you can't replicate on video conferencing, you just can't. >> Can't, and you see people you haven't seen in two years, and it's like all of a sudden you're best buddies again. It's just wonderful, it's so great to back. >> It is, and AWS in typical fashion has done a great job of getting everybody in here safely. I'm not at all surprised, that's what I expected, but it's been great. And I hope that this can demonstrate to other companies, you can do this safely. >> You can, I think so. I mean, there's a lot of effort going into this, but as usual AWS does it right. So, you expect that. >> They do. Talk to me about the Zscaler-AWS partnership. What's going on? >> Well, it's a great partnership. So AWS and Zscaler have been partners since the beginning of Zscaler. We are the largest security cloud in the world. We're born and bred in the cloud security company. So literally we wrote one application that does global security, everything from firewall to proxy, secure web gateway, to DLP, to all this in one piece of software. So, in the past where people would buy appliances for all these devices and put them in their own data center, we wrote a software that allows us to put that in the cloud, run it on the cloud globally around the world. And our partnership with AWS is, we originally built that on AWS, and today still AWS is our prime partner, especially in the zero trust side of our business. So, great relationship, long-term and great I think for both of us, it's been a very, very... >> Fruitful partnership, synergistic? >> Synergistic, love that, so yes. >> You mentioned zero trust, and we have seen such massive changes to the security and the threat landscape the last 20, 22 months. Talk to me about the recent executive order calling for zero trust, how does Zscaler's partnership with AWS help you enable organizations, fed, SLED, DoD, to be able to actually bring in and apply zero trust? >> Yeah, great question. Five years ago I was tasked to bring Zscaler into the government side of the business. So I was employee one to do that. It was a great honor to do it. And the first thing we did is we partnered with AWS because we needed to get FedRAMP compliant. We knew we were going to go into DoD. So we needed to go to the Impact Level five. And eventually we'll be able to go up level six with AWS. And so it was our partnership started there. And as you've seen in five years with all the change that's happened, that obviously the breaches like SolarWinds, and the people up here talking about them all week with you I'm sure. The executive order came down from the Biden Administration, who I completely salute for being just tremendous leaders in the cybersecurity space. And the executive order, one of the big pieces of the executive order was every agency must produce a plan for zero trust. So our cloud platform that is on AWS is a zero trust platform. It is the first and only zero trust platform to get authorized by the federal government at the FedRAMP level, and now the IL five level. So, together we are literally capturing and taking over the, being the leader in the zero trust space for the federal government. And I'm going to get a sip of water, so forgive me, I've been here all week talking to a lot of people, so forgive me for that. >> That's one thing that we don't have to deal with when we're on Zoom, right, is you don't really have the risk of losing your voice. >> Stephen: There you go. >> But in terms of the executive order, something that you mentioned, SolarWinds, Colonial Pipeline, we only hear about some of the big ones. The fact that ransomware happens one attack every 10, 11 seconds, it's a matter of when we get hit, not if. >> As you know, the story coming up from me, coming up on stage with you today, I just got myself breached just this morning, just individually. So yes, it's going to get all of us. And especially, I think when you look at zero trust and ransomware and how they worked out how zero trust can prevent it, you look at the SLED market, you know, state, local governments, they don't have the dollars to go spend like DHS does, or say, some of the DoD does. So, our partnership with AWS allows us to produce a product that is very cost-effective on a per user basis, consumption model, which is what AWS has been famous for since day one, right, the consumption model, use it when you need it, don't use it when you don't. We built our software the same way. So, at some point in a year, in a school year, we'll ramp up with some schools up to a hundred thousand users in the district, and over the summer we'll ramp down to a thousand, and we just bill them for that. So it's a beautiful relationship that we partner in not just the executive order, but being a partner in SLED, fed in the sense that matches making our business together, match the government's business. And that makes us a true leader and makes us a cost-effective solution. And if you think about it just for a moment, yesterday, I told you I was testifying in front of the Senate. And one of the questions I got asked was, oh, how many security updates do you guys see a year? I said, a year, well, we do over 200,000 a day. 200,000 security updates from potential hackers every single day. And we're doing that over 200 billion transactions a day run on AWS. So it's tremendous partnership, and to be able to work like that, and at that kind of volume, and be able to go up and down with the, and you got AWS able to scope up and down, and us to be able to ride that wave with them. It's been great. >> One of the things that we always talk about when we talk AWS is they're customer focused or customer obsession that, hey, we start backwards, we work backwards from the customer. Same thing, synergistic from a cultural perspective? >> Absolutely, I mean, one of the things I always love about AWS and I've been a customer of AWS for many years, even prior to my Zscaler days, I love the way they approach things, right? If they're not trying to go out and sell it, they're trying to meet with the customer and find out what the customer needs, and then build a solution. We're the same way. I always tell, you know, when you think of our solutions, Zscaler, I always tell my sales teams, I say it takes four sales calls for people to really understand what we do. And AWS, in the beginning of AWS, it was kind of the same thing. In the old days, you know, we all just built data centers and we had all these racks, and all this expense and mesh is what you did. It was unusual back in the day, 10 years ago, and I've been to every single re:Invent. I mean, the first one there was like, you're actually going to put all your stuff in this unknown cloud thing, and it will be available when you need it? So yes, you know, the way that they did it is the same way we do it together today. And we do it together today. We partner on many deals today where we're both, our teams are in there together, selling together, whether it's the DoD, federal agencies, SLED agencies, and commercial, you know, selling it hand-in-hand because it's that same philosophy is we're going to build what a customer needs. We're not going to tell the customer what they need. We're going to hear what they need, and that's the same relationship. So I'm going to get another sip real quick. >> Go for it. One of the things that has been a theme that we've heard the last couple of days is every company needs to be a data company or private sector, public sector, and if they're not, they're probably not going to be around much longer. How do you help customers get their handle around that? Because the security threats are only increasing. I mean, it's ransomware as a service. The fact that these criminals are getting much more brazen, you just had this happen to yourself, but enabling them to become data-driven organizations and use the data, extract the value from it securely, that's hard. >> It is, I mean, if you think back in the day, I mean, companies didn't have chief compliance officers that worked in the space that we do. Their chief compliance officer back in the day was the guy that was writing your HR issues and what OSHA issues, and of course, I still deal with some of that stuff, but my true job is really around the data, right? You know, how do we build our platforms, what decisions we make on our platforms, how we're going to certify them to support that, and I mean, chief data officers, chief security officers, I mean, you go into companies today, even car dealerships today. I mean, I'm picking one, you never thought of them having a security officer, but they do, they have to, they have to. And I mean, basic school districts, I mean, I don't about you, when I was a kid and went to school, they didn't have computers, but when my kid went to school, they did, but they didn't have a security officer. Now today, every single school district has security officers. I mean, I love how you said it, that data-driven, that data thought is there. It has to be, it's a real threat. And the sad thing is of these ransomware attacks, how many don't get reported. >> Oh, right, we're only hearing about a select few. >> The numbers are something like 88% don't get reported. It's that big. So that just tells you, we hear the big ones, right, Colonial Pipeline, things like that. We don't hear about West Texas or Middle Illinois school district that paid five grand because somebody had something on the school. That's how, as you said, this ransomware as a service security, we call it a security as a service, there's SaaS, which is software as a service, we're security software as a service, and AWS is the infrastructure as a service that we run on. And that's how it works well together. >> Do you guys go into accounts together from a go-to-market perspective? >> We, do, we can always do a better job. And my good friend here at AWS, who's probably listening, we can always do better. But yeah, so it is become something that, especially in the government space we do, in federal, DoD, because the certifications are really important, certifications are important everywhere, and we have many, we talked about all the certifications we have in federal, FedRAMP and IL five, and we have a plethora of those certifications in the commercial space. But they mean in a federal space, they're really the ticket. They call them the ENERGY STAR of approval, good housekeeping piece. So, you know, having that, teaming up with AWS who we partner together and because AWS has the same certs, we can sell at the same levels. And we do a really great job of co-selling in that space together. And I think when they look at us and they say, well, you're AWS, they've got their FedRAMP high, IL five, and you're Zscaler, you got your FedRAMP high, IL five. Yes, we can do business with these guys, and that's important. >> So you guys both open doors for each other. >> We do, we do in many cases, yeah. As a matter of fact, re:Invent five years ago, a buddy of mine here opened a big, big account for us, which is today our largest account in federal came from re:Invent, where came up to me and said, hey, my customer wants to, he's looking to do something, they're an agency that has global footprint, and they're like, we want to do something as a security as a service. They don't want to ship boxes all over the place. And we just met the customer for a coffee, and next thing you know, became our, still today, our probably largest customer in federal. >> Wow, well, this is the 10th re:Invent, you said you've been to all of them. >> Stephen: I have been to all of them. I can't lie, but I can't say I did all the virtual ones. I mean, I was logged in. (laughs) >> That's okay, we'll wink on that one. But, one of the things then, we've just got about a minute left here, is in new leadership, Andy Jassy being promoted to the CEO of Amazon, we've got Adam Selipsky, heard lot of announcements and news from Adam yesterday, but some of the things that we've been talking about on theCUBE is the first 15 years of innovation at AWS, that's going to accelerate. Do you see that also, like if you look forward to the next decade, do you see things moving much faster than they did the past decade? >> I don't think they can't. I mean, I shouldn't say they have to. And the change of the guard as you might call it here, is it's always good to have a change of the guard I think. You know, the question is when's Andy going to go to space? I mean, that's the next. (Lisa laughs) I think you have the guys who got AWS to the dance, and now the dance, who's going to become the belle of the ball. And this next generation of leadership coming in is fabulous. I think they've made great decisions, and I think they're going to do really well. And we're behind them, we support it. I got a chance to meet with most of them, love a chance to meet with Andy, I haven't met with him yet. So Andy, I'd love to meet you sometime soon. But I'm very impressed with what they've done. And yes, I think it's going to be, the last 10 years of growth is going to be a year next year. I think literally, you take 10 years be compressed to a year, and then next year it will be compressed to a day. So it's moving that fast. >> Yep, get your neck brace on, prepare for that whiplash. >> Yeah, right? That's what I said to Jeff when Jeff went to space, that's how fast we're about to travel, right? But it's really relative. >> It is, there is no limit. Well, Stephen, thank you for joining me, talking about Zscaler, AWS, what you guys are doing, how you're helping to revolutionize the public sector, fed, SLED, a lot of great stuff there. Security is an ever-evolving topic, and we appreciate all of your insights. >> Well, it was wonderful to be here. Great to see you again. And great to be back with all our friends at re:Invent. >> All of our friends, exactly. >> Stephen: Thank you so much for the time today. >> My pleasure. For Stephen Kovac, I'm Lisa Martin. You're watching theCUBE, the global leader in live tech coverage. (pleasant music)

>>Hello everybody. And welcome back. Wow. What a Docker con we've been gone all day. There's so many great breakout sessions, live panels. How many you just came off a live panel. >>He did. It was great. It was awesome. >>So I'm Peter McKie, head of developer relations and we have Brett Fisher hammer one on everybody just introduced herself. We have a new guest here. I'm not sure if people know who you are. Uh, Scott, maybe if you can introduce yourself. Hello? Hello. Hello? Is this Mike? All right. Awesome. So I thought, well cool. What a long day. I think we had some really awesome talks. Of course. Um, it was hard to jump around right. And see everything. So, um, so I missed a lot, but I got to see some great talks. I love the Kubernetes talk. The, the, the, the minimal things you need to know from Kubernetes from Elton, which was fantastic. Yeah. I really loved. And the M one talk from tonus man. I'm super excited about my. >>Yeah, I'm super excited, but I didn't get the Mac until I knew that Docker would support containers on it. There you go. >>There you go. Everybody should have one. Yep. Yep. So you said we were running windows. It's just a personal, personal preference. Okay. So I thought, I thought we could talk about maybe reminisce a little bit, but uh, you know, Scott has the shirt on there from 14, but I doubt that's the first DockerCon you have ever been to Scott? Is it the first, first? Yeah, that was the first one we ever held. So first one we ever held was, uh, June, 2014. And so it was about what, 15 months after Docker was opensource. And we had 300 people all crammed in a little room in a hotel in San Francisco. Right. And we had Lego whale schwag and, you know, talks. And it w what's that, that was the first one. Yeah, it was the first one. And then after that, I remember I wasn't there, but in, um, was it an Amsterdam where the video, the great video where the, the, the, the crowd, we got to play a video game and they were kicking around the, the, uh, beach balls and it would move, moved a little arcade character. Brett, do you remember this? And, and you had to move with the crowd. It was, it looked like a nightclub. It was closed. >>That was fantastic. Like those intros were some of the most, it was like being in a nightclub when, uh, a new band debuted or >>All right. Well, how am I, w is this your, this is your first Docker con, correct? >>It is. I'm like, I feel like I'm just a new, but, uh, I had a great time, like I said, before, kid in the candy store, I learned so much, especially the panels, even from our Docker individuals. So that was, it was great. I I'm enthralled, I'm excited. I'm going to watch all the recordings afterwards as everyone else will be able to do too, since we got that question a lot, but yeah. Super exciting for me. >>Yeah. You might have to wait until tomorrow because the adrenaline is just going to just going to drop. You might just sleep, sleep, and then, but then you can watch them watch all the replays tomorrow. I know that's what I'm going to do, catch up on things sleep with. But, um, I have some that talk about, and so some of the highlights that I was interested in, maybe some of them, you know, might not be at the top of everybody's mind, but the verified publisher program. I mean, that, that is it's incredible, right. That's just about all the security, uh, supply chain security problems that are happening. Right. That's a huge, huge win for us. I think Scott of having, uh, partners around, uh, around containers, around software, joining us to, and we verify their content, uh, just building trust, more trust with the community, right? >>Yeah. I mean, I mean, you saw this theme throughout the conference, right? Is that the, the security theme kind of ran deep and you saw a lot of talks and panels. And so this is just kind of playing into that where it's like, how do you, how do you start with content you trust as developers updated or their put their apps on it and then hand it off to ops and then deploy from there. And so, um, the verified publisher program is just another layer if you will, of providing kind of trusted content that, that people want to use and want to use in their application. So yeah, no, I think it's a great ad and it's very consistent with what you see kind of the conversation, the community that we saw throughout the day. Yeah, absolutely. But w what was the highlight for you for today? Put you on the spot a little bit. >>Um, again, hanging out, getting to hang out with my friends again and meet new people like that was basically, you know, at Docker con uh, I have so many memories. In fact, uh, we were earlier today on Twitter. We were throwing up some old pictures of like the original captains, uh, gathering in Seattle. And we actually got to be captains on little boats. They get, they, they put us in boats, we didn't have any training and we got to drive them around in a, in a lake. And it was hilarious. Um, and, and having those memories and then re reliving them with people that were there or people that were, um, a part of that early days of Docker. And that's one of my favorite parts of Docker course, the learning is fantastic, the new features, but yeah, that, that those memories >>Let, let, let me lean into Brett it's point. Like, like, so we're all, we're all nerds and introverts, right? So like, we get excited by the tech and the bits and the bites, but Brett's point about like the community and how, like it's just grown over the years. And it's always been kind of welcoming to newcomers as well as providing forums for cutting edge discussions as well. Like that, that is one of those things. I think we, we often don't fully appreciate no fully celebrate. And so today was a great example of just celebrating that and putting that front and center of the whole conversations for everything. Yeah, yeah. A hundred percent in the, all of the community leaders, the community, the rooms that we had. I mean, they were, we just chatting before we came online about the Brazil, uh, community room there they're just trucking along, keep going. Yeah. Yeah. I mean, they're, they're just, um, yeah, it amazes me every, every time and the captains program. Right. I mean, everybody on there is they're experts in what they do, but not a whole lot of egos. I mean, it just super nice people always willing to help. I mean, the whole community is like that in my opinion, for sure. Yeah. Awesome. >>Just a couple of highlights that I wanted to share if I could, what was your favorite? Um, you know, my favorite, this is going to sound super geeky. It was the people talked about documentation. And so I just wanted to do a call out to OSHA who does such a great job on our documentation and that as a developer, I mean, documentation was a very important part of what I needed to do. It's like a critical tool for me, and that we have that on the program was great, but of course, verified publisher program I've been working closely on that. That has been great. We have some great press releases that have gone out from our partners. So I encourage you to check that out. I wanted to share some stats if that's okay. I think attendees would be very interested. We have over 79,000 people who signed up for DockerCon. >>So, uh, that's a great number that exceeds last year's number, I believe. And, uh, we had the, the sound right. And then we had about 23,000, um, attendees during the, the day today, which is, which is also incredible. And we're still crunching those numbers, but it's wonderful. And then the, GoFund me, we're sitting at about a little over a thousand dollars. So, you know, DockerCon, doesn't end after this. There's still recordings and presentations you can look at and the GoFund me will still be up for a while. So I encourage you to, to donate for that. But those are just some interesting stats. >>Oh, that's awesome. Yeah. It's amazing. The numbers that, that happened. And again, I think it's because of the community for real, there's just so many great folks. Yeah. I mean, the chat is just on fire, right. Everybody wants to engage so much. It just flies by right. When you see it, right. You see folks waking up at 2:00 AM, 3:00 AM to participate, and it's not, you know, part of it's for the content, but, but a lot of it is the community because they know they're going to find folks willing to answer questions, willing to share. And, and you know, how often do you experience that in tech communities? And so I think that's what makes Docker, um, special. There's a lot of great communities out there, but the doc community is really special in that sense of like, like you can wait in, you can be a newbie, you can be an expert and there's a place for you, right. >>There's a place for you to share. There's a place for you to learn. And there's always something to learn. There's always something you can share with someone else. And I think that's something that we all should like celebrate, but also work hard and be deliberate to kind of, kind of preserve right. And, and protect as we grow this to like 80,000 this year, a hundred thousand next year, 200,000 million after that, right? Yeah. Yeah. A hundred percent. Yeah. It's important to stay authentic and true to our roots for sure. And I think that's, I mean, it's one of the biggest reasons I am here at Dockers because of the community. The tools are awesome too. Uh, you know, I'm a big fan for sure. And that's what drew me in, but I stay before the people, one that I work with and to the, the broader community, I think it's one of the best in the industry. >>I possibly could be a little biased, but I truly believe that it's okay to, you're a lot of advice. What do you hear in the chat? Yeah. Yeah. You got one, one 30 in the morning and the UK two 25 in the morning. Where's Tony Switzerland. So yeah. That's great. Philippines. Yeah. Yeah. Jacob Howard was on my, uh, on my panel for, uh, development dev containers. Right. He's in Ukraine and he's like, yeah, Nope, no problem. I'll wake up. I'd love to be on. Right. It's it's amazing. Yeah. Okay. What did we, and this might be, I risk, uh, not thinking too far in the future, but you know, you know, sitting in America, looking at COVID right. I think we're starting to come out of it a little bit. Uh, the rest of the world is, you know, still struggling a bit, but, um, yeah. >>Be interesting. Let's say everything goes well. Right. Hi, some kind of hybrid, um, events seems interesting to me, um, possibly some local events that, you know, these communities are coming together, live to watch and to also do their thing. I don't know. I don't know anybody's thoughts about, um, you know, what a hybrid model looks like next year or maybe a year and a half. I don't, I don't know, but I just, no, Peter, I think you're spot on. And that's, that's the topic of the moment, right? It's like, how do you preserve the, the wonderful reach and accessibility that we're seeing today? Right. And last year with the virtual conferences, but we also know that like the face to face in person, our IRL conferences also have a lot of value. Right. So how do you, how do you blend the two of those and still have a great experience, honestly, like community, like give us your feedback, give us your ideas. >>Like we're, we're right in the middle of figuring out what we do for the next 12 months, once it's safe to meet face to face. Right. That's a great question. Yeah. Yeah. I don't, you can't beat the power of sitting down beside someone, like you mentioned earlier, Scott, where a lot of us are introverts and, um, you know, so the screen in front of us is a little bit hard, but I, those connections you make in the hallways after, after the talks in, in the hotel lobby, I mean, white boarding on a, on a yeah. Like it's, it's invaluable, right? Yeah. Yeah. Well, awesome. Brett time-check we're where are we at? Here? We are at time. Okay. It felt like that. Oh man. Oh, bummer. Well it's okay. What a great day. Goodbye. >>See you later. Goodbye. Yeah. Well, thanks guys for jumping on here at the end and with everybody, I really appreciate it. And uh, thank you to the Docker community, all the speakers, all the panelists, all the keynote speakers, everybody behind the scenes did a phenomenal job. Um, I I'm super excited to be part of this team and I totally look forward to being able to see everybody in person. And, uh, yeah, I'll shut up and let anybody else close out. I don't want to be the last one, but, uh, well, no. Well done Peter. Well done Brett, and look, Dr. Communities is what makes us, makes us strong, makes it work. And through trials like COVID and other challenges of last year, the community held strong, right? And so let's all respect that let's cherish that let's protect that. And like, let's look forward in the next 12 months, have a great 12 months and figure out what DockerCon 20, 22 looks like the conclude, all these great voices have as much interactivity, whether it's on-prem, whether it's virtual, whether it's hybrid and just want to say thank you to community. Thank you. The sponsors. Thank you. The Docker team who went above and beyond to make this happen. Thank you. The Docker, captains and the community behind the scenes. A phenomenal event. And just want to thank everyone so much. Yeah. Yep. All right. Well, that'll wrap it up. Thanks everybody. We'll see you we'll see you soon. Awesome. All right. Thanks everyone, doctor

>>from around the globe. It's the Cube with digital coverage of VM World 20 >>20 brought to you by VM Ware and its ecosystem partners. Hello and welcome back to the cubes. Virtual coverage of VM World 2020 Virtual. Is the Cube virtual not there in person this year because of CO of it? I'm John for your host of the Cube. Got David wants to meet him in all the Cube folks covering, of course, with VM Ware and VM World 2022. Great guest here to talk about the future of the workforce solutions and the impact of network security and partnerships. Tom Gala, senior vice president general manager of networking and security business unit at VM Ware and put it, Men OSHA. Who's the VP of business development and corporate development at Z Scaler. Two great companies all doing extremely well as customers are dealing with Cove it And the reality is this market and putting plans in place for coming out with a growth strategy. Gentlemen, thank you for joining me today. >>Yeah, John, thanks for having us. >>Thanks for having us, >>Tom. I want to start with you. Actually, the partnership with the scaler is the discussion of this topic. But you guys do have some hard news around the future of workforce solutions. What's the hard news and has that relate to all this? >>Yeah, we sure do, John. So you know, networks were built in a very different time. Networks were built when work was a place that you came. Now, work is the thing that you do. Oftentimes you do from your living room or your den. As I am on DSO, it really calls into question some of the fundamental principles of how we build a deploy networks. In the old model, we would set up something like a branch office and we would back haul traffic using a dedicated circuit like an mpls circuit back, haul it to one of a handful of locations that we called the DMZ or Demilitarized and those locations where you would stitch together a security ensemble made out of dedicated hardware appliances, firewalls, Web proxies, I PS systems and the like And that model service? Well, Azan industry for many decades, three. I'd say 30 years. Um, all of a sudden, the whole notion of the workplace has changed and changed dramatically We're all living through that and experiencing it firsthand. And so the original model of back hauling traffic to some point in, you know, precipitating New Jersey so that you can run it through some magic black box because the model doesn't apply anymore. And so at the end, where we have a new vision for how we can take the security, the reliability, the performance that you get when you're on the corporate network and extended into people's homes. And this is in line with what industries air calling, sassy or secure access services edge. And so the news that we're announcing is we have a complete, sassy solution that involves zero trust access. It involves firewall I. D. S I. P s capability, Advanced security services and then importantly ah, very strong partnership with the scaler on. We can walk through how that works, but it's really driven by this new shape of the workplace. >>Put it, Talk about the partnership with VM where we've been following see scaler for a long time. What a great success story. Great technology team. Great business model growth in your marketplace. Congratulations on your success as you guys continue to grow the world has spun in this disruption kind of world we're in now. You guys are well poised for that. Talk about your partnership with VM Ware. >>Thanks, John. And thank you, Tom, for that quick overview. You know, just to play out this idea we started over it over a decade ago. The basic idea was you know, the users, uh, pretty much everywhere, and the applications are moving to the cloud. And so back to Tom's comment. You know, we had these networks where you were back hauling. Maybe I'll just give a very simple analogy the CIA off Nestle, you know, when he first deployed, uh, Z skater, you know, and and realized a tremendous amount of cost savings that a security. But then, more importantly, the employees off Nestle actually started blogging that the Internet had gotten faster. And when the CEO came to ah customer advisory board meeting, he made a very simple analogy. Imagine having to get out to the Internet through four major international airports worldwide. All right, so you couldn't drink directly traverse from point A to point B. But you have to transit through these four. It would be very inefficient it would really slow you down. And more often than not, you'll be complaining that was the old network architectural. And what we have chosen to do here from a security standpoint at sea Scaler, is make that security closer to the end user. Now we pride ourselves from a security standpoint, and we certainly need networking to also adapt to that. And that's where we have found our partnership with VM Ware, to be particularly strategic. We started partnering with VM were actually prior to them, acquiring Vettel Cloud, which is the software defined when, uh, networking provider, uh, just primarily because they were a cloud based networking player. And this idea off locally breaking out to the Internet Getting out to the end destination as quickly as possible is something that they did quite seamlessly. And so we started this journey, this partnership with them a few years ago and today at VM. Well, we're enhancing that, expanding the partnership not only from a product standpoint, but then, more importantly, we're leaning in from a sales go to market customer support standpoint. >>You know, that's a great point. What? I've been saying this in the queue for a while with the joke was, um the When is the new Land E? I mean, we used to have the old days, remember? Oh, campus connecting networks drive to the airport as you mentioned, the great analogy there, by the way, has to be better. People are working at home. You got technically a land un security, you know, working at home. People are realizing this. These core services have to change. It's not just connect to the Internet the old way. It's everywhere. It's networking everywhere. This is the reality of the kinds of Internet things that used to go on where it's kind of cool and secure. You know, you've got a perimeter. Everything was working. Great. Put it. You mentioned it. Why drive to the airport? Four airports with world. That's a great analogy, Tom. This points to the future. Ready concept, access anywhere. Services that are needed for the security and, more importantly, the user experience. I don't want to slow down to go faster. I wanna I wanna I wanna make it. I wanna make a good experience happen. What's your thought? >>Yeah, well, I mean, I think we're all living through this new world where we're working from home, and sometimes the user experience is less than perfect. In fact, on this broadcast you may see stuttering and break up of the video, and you know, that's that's a problem that I think needs to be solved. It's a problem that we're able to solve with virtualization. So the idea behind virtualization by putting a layer of software on top of a physical asset, you could make it easier to manage that asset. You could make that asset more efficient. We certainly did that with servers. It was really obvious. Now we're doing it to the network itself. So what this means is we have some customers. We have one customer that is in the health care industry, like during the height of the crisis, all of their doctors and researchers had to work from home, and yet they needed to use video communication tools like we're doing here. And they needed a consistently good and user experience. And so we were able to ship these customers more than 8000 boxes over the course of two weeks into people's homes. So think of a little tiny device about the size of a set top box shows up in your house and all of a sudden your zoom or your WebEx sessions just work, no more stuttering. And we're breaking up because we're able to manage the network and virtualized prioritized traffic and deliver consistently good and user experience. So managing the quality of services, a foundational capability, and we have a unique ways to do that with virtualization that I think never existed before the second step is I wanna make sure not only that it's a good user experience, but my security. All of those controls that used to live in black boxes that those replied, This is where our partnership with the scaler is so important. So the scaler has the same philosophy that we do of like, let's put this stuff in many points of presence around the world. I think you know you're in like, 100 or so points of presence, so we weren't 150. And so whatever an end user is, you just find that nearest point of presence, connect and make the shortest route possible to deliver good quality and user experience and also consistent world class security. It's zero. It's >>interesting. First of all. We'll sign up for the Cube Virtual. We need that video late challenges. But we're you know what? We shouldn't have to be video engineers to manage the packets on the round trip. This software, I mean, you know, Web Zoom, they build their entire application to manage these kinds of intellectual property challenges. So that >>brings the >>complexity of applications. So, you know, people are gonna have all these new complexities. And how do you integrate it all? >>Yeah, you know, obviously, Zoom and WebEx companies are, you know, this is court or what they do. The challenges they gotta control both ends of the wire, and and so so with with our network virtualization, we actually control the wire itself, right? We can make the wire behave in a way we can prioritize traffic so that your zoom goes ahead of Xbox Live or Netflix do things like traffic shaping, which are techniques that are actually well understood, but difficult to deploy in a physical world. In a virtual world, we could employ these techniques constantly adapting and changing to make sure that engineer experience is smooth and easy on. That's really pretty impactful. >>Put it. What's your reaction all of this because you know I'm a customer, you know? You know, I'm like, What's in it for me, guys? Integration with the scale of VM Ware. What's in it for me? Because I got now multi clouds in the horizon. I'm dealing with multiple clouds today. I got complexity and applications themselves, and I want to create the nirvana that you laid out, which is access anywhere. High speed eso I might not have the expertise in house. What do I do? What's in it for me? Take me through the value proposition. >>Absolutely. So you know, Tom touched on it. You know the idea of bringing security as close to the end user as possible. If you step back for a minute and you start to think about security usually security and user experience off a contradictory Usually if you add more security, you lose use of experience and vice versa. That's sort of what Ziese killers start to go solve. And so, you know, over a decade ago, you know, when we started to build the architectures, it was built with a few core principles in mind, right? The idea of being completely distributed today we're in over 200 points of presence worldwide. That gives us a pretty good footprint to be as close to the end user. We absolutely could not compromise own security. So this idea that if you have a finite appliance, maybe the appliance has a, you know, a limited amount of CPU or horsepower And so I will tweet the security s so that I could get more performance, not the case with how we ran about, you know, offering security. All security services run all the time. Right? So without any compromise to the end user, and then finally, you know, when it comes to the actual security itself architectures based on something called a proxy. And usually again, if you start to think about a proxy and security was, uh people don't think in a very favorable manner, they usually think it slows things down. It adds Leighton, see, it breaks applications. And again I go back to, you know, the foundational elements of the skater. When we started this journey, it was with this idea that we're gonna build this proxy from the ground up. Very high performance. Mike was second, like late and see something that you would not see in the market anywhere with this partnership. Now, right? Seamless integration between VM Wednesay skater You are now able to set up these tunnels instantly automatically, so go back to Tom's. Example. 8000 set top boxes like devices sent out to this healthcare institution. Right? You can automatically set up tunnels such that the traffic is pointing to Z scale. There's feel over capabilities, so any and all of that has been instrumented in in software. The end customers sets that up. You know can automate that templates all across those 8000 devices. You now have security at the same time with user experience. A passed away to go adapt to business needs agility, you know, being able to keep up and lower your costs because you're substantially reducing the Mpls footprint. So there's a whole bunch of disparate, uh, you know, advantages that an enterprise gets. But the biggest one off amongst them, in my mind, is just being able to address the business needs. I mean, how Maney CEO is today with Colvin are starting to realize my network is not adapting to this new normal right, and so that's sort of where this partnership between VM Ware and Z scaler comes in. It's very timely. >>Everyone's like they want more about their network, and that's like, you know, everyone's banging on the table. Great. Great point there. Thanks for taking that great explanation. I wanna just follow up with you if you if you don't mind, compare that what you just said in terms of the value of Z scaler with this partnership versus the old way, because you what you just laid out was, you know, dynamic provisioning, setting up connections, having software, automate things, compare what it was like before because, remember, I mean, people have been around the industry. No, the pain in the butt that it's been and human error Compare what the old way it was like And now with this experience, can just just >>really And I let Tom talk about, you know, things on the network side. You know, where you might have had a large behemoth like a Cisco box where you try to tweak some policy and the entire box would fall over or something along those lines from a security standpoint. Usually when you had a a box, you know, You know, folks would call it a youth name box that God about box with, You know, as much security as you could push into a finite amount of appliance unified threat management function. Usually what would end up happening the old way was, you know, you would, you would you would have some basic security capabilities. Maybe it was. It's a traditional DMC that Thoma alluded to. You know, there's a firewall, there's an I. P s. There's some Web proxy capabilities and and that that was the that was the journey that a customer had, you know, So they would replicate this box and all those various locations. Or in the case of Nestle, before the scaler, they had those Dems es in four locations around the world, right? And the moment security, security keeps changing, right, the threat landscape keeps adopting. I mean, today, within disease killer cloud, we provide over 125,000 updates everyday, right? That's how dynamic security is. And so because the threat keeps changing, usually one of the things that vendors will try and do is add more security to that existing appliance. Right? So you're trying to make sure that a customer bottom appliance on, they need to make sure that they recoup the full investment. Let's add a little more security to it. Let's add a little more security to it so that I can keep up with the latest threats. Well, the problem with that is, when you have a finite amount of horsepower within the appliance, the performance starts to drop. And so usually that was the trade off that enterprises were making. With the security now being in the cloud right, And this idea that you're in the way, you sort of have infinite compute. Uh, you are now decoupling security from those those branch devices that Tom just alluded to. I mean, that 8000 boxes, right? One of the key points of a sassy framework that Tom alluded to is a very lightweight branch. And that's the piece That's the North Star that I think both VM Ware and Czyz killer have had right that that that low end not not lowering but of a thin branch and let the heavy lifting whether it's on the US side from the networking standpoint, whether it's security, um, you know, as it related to Z skater. Let that heavy lifting be done in the cloud. >>Yeah, and of course, there's a lot of lot of moving parts, so it's It's might be lower in lightweight, but it's more functionality. That's what the cloud Because I get that point, by the way, that anyone in the D M Z knows that as you add more stuff in there, get more, you know, cooks in the kitchen. Nothing good comes from that. Um, Tom, I'm gonna get your thoughts for the your audience out there and your customers and your prospects. What does the Z scale of partnership mean for them? >>Well, like I said, it zone opportunity to think differently about how we build a deploy enterprise networks. This a dramatic change. Most of us have been familiar with the old model where you had a spoon. It was referring to those big heavy boxes, the VPN concentrators and at the same time, most of us have been employees of those companies on. We've had the, you know, sort of less than stellar experience of turning the VPN on, and all of a sudden interest in Internet go slow. That's that's not what we want Thio achieve, and so so having the ability to use a distributed architectures. It's being forced upon us. Everyone is distributed where they like. They like it or not, Right? And so having a distributed architecture where I can put security and quality of service network controls closer to the end user is really, really critical. And I think just as puny was saying they started with this idea of of pushing security closely on user. We started with fellow Cloud with the idea of virtual izing the network in lots of physical places. So retail locations. So you've got thousands of stores around the world. You need to deliver video and audio services into those stores with a very high quality. So we were designed to have a very light, uh, entry point, and a light interviewing can just be pure software. It could be a small box three advantage of a small boxes. It's so turnkey it's designed that totally unskilled operator can use this retail people. A store manager gets a little box in the mail. You plug it in, you know, snap to Internet cables into it, and it just works again, Put it referred to this. This is part of our value. Proposition is, you plug this thing in a zone and used all you know is the Internet just got faster. You don't have to configure proxy settings. What's my I p range? Like that stuff's? Yeah, exactly. Well, and this is so many of us are feeling it now when you have, you know, sub optimal network connections. So being able to deliver a quality and user experience, >>you know, Cove, it accelerated a lot of a lot of opportunities. Also exposes the scabs and and, you know, things that been laying around and some suboptimal projects. I mean, and everyone's gonna be doubling down on things that are working and probably, you know, putting on the back burner or killing projects that don't make sense. So, um, this is a great opportunity, and I think forces things right in you guys. Wheelhouse is so I appreciate taking the time for the last minute that we have left Tom and putting. If you don't mind, I'd love to get your thoughts real quick on what's next after cloud. Obviously, cloud brings up all these benefits you're talking about. Um, what do you guys see is what's next after cloud Tom will start with you. >>I think that the you know, the range of services that will deliver in this format is not at all limited to traditional DMC services. So thank ap. I gateways. Think about core infrastructure offerings like DNS. Pretty much everything that we used in the network can actually now be delivered as a service in software more efficiently, Um, then standing up boxes and and racking, stacking yourselves. And so our view is that that cove, it has killed the appliance once and for all. And that's broadly. That's not just at the at the edge. That's in the core of the data center, things like load balancers. They're all moving to software with scale out scale out infrastructure software running on X 86 on DE. So I think that change of that magnitude will still take a while to roll out. But it's happening, >>Cove. It killed appliance. That's the headline right there. Love that. Put it after cloud. What's next? >>Well, you know, I'll say this job very similar to what Tom just mentioned. I think we're in the early innings, you know, when we would talk to our customers about transforming the network and adapting to this new normal. You know, we had some early adopters, but there was still a fair number of people that was skeptical and that loved their appliances. Covert has changed a lot of that. And so we have seen, in general acceleration of the business. The market is moving in our direction, and we feel that with this partnership you have to market leaders coming together. Right? VM ware on the networking side on the cloud networking side on the data center z scaler as it relates to cloud security user base security. This idea that we are a zero trust exchange that allows users to connect your applications to the Internet in a safe manner and at scale. That's the beauty off. You know, this'll, uh, partnership that we have brought together. And we are hopeful that customers will embrace it with confidence. And I'm mindful that we're in the early innings. >>Great points, gentlemen. Awesome stuff, great insights. And I think the cloud native integration shows that people in the ecosystem is evolving to be cloud native toe have these kinds of integrations these value points physical virtualization. Tom. Great point. I mean, we're not in face to face, but we're here. Virtually the The Cube is gonna be virtual. It's suffered to find operations. The world has changed. I think everyone is now seeing it. Thanks for the insight. And congratulations, Tom. On the news putting. Thank congratulations on the partnership with VM. Where sounds like it's great for customers looking forward to digging in. Thanks for your time. Appreciate it. Okay. That's the cube coverage here. We're in Palo Alto, California. We're in the Bay Area, but this is the emerald virtual. We're not in person, but we're virtual. I'm showing for your host for coverage of the emerald 2020. Thanks for watching.

>> Announcer: Live from Orlando, Florida, it's theCUBE! Covering ServiceNow Knowledge17. Brought to you by ServiceNow. >> We're back in Orlando, everybody. This is theCUBE, the leader in live tech coverage. We go out to the events, we extract the signal from the noise. We're here at Knowledge17. I'm Dave Vellante, with my cohost Jeff Frick. Donna Woodruff is here, she's the service enablement leader at Cox Automotive. Donna, thanks for coming to theCUBE. >> Hi, thank you for having me. >> Good to see you, you're welcome. Tell us a little bit about Cox Automotive, and specifically your role. Are you an IT practitioner by trade, or business process person? Share with us. >> A little bit of everything, actually. First of all, Cox Automotive is a large, privately-held organization that's part of the Cox Enterprises family. We are changing the way the world buys, sells, and owns vehicles. We are made up of five key solution group areas. Everything from inventory solutions, which includes our auto auctions, and everything to get cars from dealerships to our auctions and back out again for their inventory. We have financial services, which provides floor planning to our dealerships so they can buy cars from our auctions. We have media services, which are all about how do you connect the cars that you're selling to retail customers, so autotrader.com, Kelley Blue Book are some notable brands as part of our organization. We develop software around analytics, and an ERP system for dealerships, to help them move their inventory and do their floor planning, so they can maximize sales in their dealerships. And then of course we have international. We are a global company. We have over 34,000 team members that we support. We're a very heterogeneous organization, and that can drive complexity into the organization. My role is, I am the service enablement leader. I am based out of technology, but I look at my role as much broader than that. It's about solving problems for our business and being able to deliver services internally and externally, and help the organization run more efficient and effectively. >> So you've seen, you know, the narrative in IT, and ServiceNow's described that very well over the years, IT getting beat up, and you only call IT when there's a problem, and obviously the platform and the adoption of that have changed a lot of organizations, presumably you experience something similar. So, take us back to the beginning days, the early days of what it was like, the before and after ServiceNow. What led you to that decision? What were some of the drivers, how'd you get there? >> Absolutely. Well, Kelley Blue Book was an acquisition for Autotrader group of companies about four or five years ago, and they had implemented ServiceNow as a help desk ticketing system. When we acquired them, we saw some great wins with the platform that we thought, hey, this really should be our help desk ticketing system. And so it brought under cross that small group of companies, but it was always viewed as a help desk ticketing system. Over time, just like many other platforms, it starts to get highly customized. Fast-forward to a couple of years ago, we had a need. I was supporting HR and communications from a technology liaison perspective. The problem that they were trying to solve was that they have two employee service centers, one on the East Coast, one on the West Coast, that were staffed by analysts, and they primarily helped our auto auction personnel deal with their benefits and questions around just HR. All the way down to time sheet corrections and things like that. They came to me with this problem, and they said, "You know, we've been using Remedy to some extent." We were in a transitional time in the organization where we were collapsing our help desk tools onto ServiceNow, and they said, "We need some help, here." "We just want to do a few requests." Well, we identified early on as that liaison that I really think that this ticketing platform can do what you need it do. Myself along with a business analyst and an intern sat down with the business, we understood the requirements, and that was the launch of our HR portal. While we were in there-- >> Just you, an analyst, and an intern. >> That's correct. That's correct. And we weren't developers. It was all about configuration. But we understood the tool, we understand that this is really no different than any other business process, and we set out to deliver the first service catalog around HR services. Since then, we haven't looked back. We learned a lot about the platform. We diagrammed out what was wrong with how the service desk had been highly customized, we sat down with our VP and we just showed him the diagram and said, "We think that this platform can do a lot more." He listened to us, and he turned to us, and he said, "Well, do you guys want the platform?" And I turned to my team, and I said, "Do you guys want it?" We took it on, and since then, in the last 18 months, we have expanded the platform very broadly. We've implemented performance analytics to improve our help desk services. Beyond the HR portal, we are now implementing governance risk compliance, a vulnerability management. We're now doing PPM as well. We are re-looking at our CMDB because we want to do more with automation. We've done some orchestration with storage agility and how we can get those engineers more productive by doing zero-touch ticket requests from our developers to expand file shares and to sunset file shares, or to request new file shares with other applications. >> So what'd you do with all the custom mods, when you talked about the Kelley Blue Book coming over. Did you sort of scrub the hose and start over, or-- >> Well, you know what, we took it back to out of the box, and it wasn't difficult to do. We just rationalized the things that were duplicated across requests and incident, we pulled it back to out of the box, we took an agile approach. My team now is very agile. We do weekly releases on the platform. By bringing it back to out of the box, it allows us to upgrade to the latest major feature releases within a two-week period. Because of that, we're able to adopt and consume the new product enhancements that ServiceNow has to offer very, very quickly. >> So, obviously you had success, or you wouldn't have been able to expand the footprint so radically. How are you measuring success, how did you go from a little bitty thing to a very large thing? >> I think it's about visibility. Visibility and strong leadership support, and showing how we're getting better incrementally over time. I think one of the strategic things that we've done, probably in the last six months, is implement performance analytics, which that started to show the behaviors of how people were working within the platform, how they were addressing incidents, how they were responding to our mean time to response, to our mean time to closure of a ticket, the aging of these tickets. When we first implemented performance analytics, we found a lot of anomalies in the platform. We found orphaned assignment groups, which to the behavior of the organization, they weren't necessarily working the system the way they should be. >> Jeff: Orphaned assignment groups. >> Orphaned assignment groups. Tickets were going in and they were backing up, and nobody was working them. So, allowed us to change the behavior of the organization, to drive consistency in how they were using this, which then made the metrics more meaningful. Now people are running their areas of operation from the platform. >> So the next thing I got to ask you, we talked about it in the open, is behavior. Tech's hard, but it's not that hard compared to people and process. How did you get people at that moment of truth, when I need something, to not send an email like I'm used to, and to actually execute my work through this tool? >> Well, one thing we did that was very unique, and we've continued to do that is as we roll out major feature functionality, we actually create commercials about ServiceNow, about the platform. Internally, we call it Service Station. Everything is associated with a vehicle. We've promoted our brand around the platform as well, and our brand is about doing things more simply, getting things routed to the right people, that's why it's better than email, and demonstrating the power of what it will do to you, and getting those answers more quickly instead of going to your favorite IT person or your favorite HR person. How this platform is helping you get to your answers more quickly, as well as all the self-service capabilities and the knowledge articles around, hey, fix it yourself. You don't have to talk to somebody on the phone. But we still give that personalized touch if they really need help and they want to talk to an individual. >> So really, a lot more carrots than sticks. >> Lot more carrots than sticks, absolutely. It's if you can solve your problem faster, why not? 'Cause at the end of the day, that's ultimately what you want to do. Solve your problem, and get on to the rest of your day. >> How long does it take for a typical employee to go, "Ah, this is fantastic!", and to really shift their behavior and buy in and start selling it, as your advocate? >> I think we're doing a better job now, introducing it to our new hires as soon as they get engaged in the organization, about this is your platform to go to when and if you need help. And here's how easy it is to find the things that you need. It's something that just happens over time, and I think if you address some of those small wins, you create advocates in the organization, and when they have a good experience, they tell others. So some of it's word-of-mouth, some of it is internal promotion. A big part of it is leveraging the platform to get the work done and having a great user experience along the way. >> Donna, you mentioned Service Catalog and CMDB, these are consistently two components that allow customers like you to get more leverage out of the ServiceNow platform. So, specifically as it relates to CMDB, what are you doing there? Do you have a single CMDB across the organization? Is that something you're considering? >> That's probably one of our next big transformational areas. We do have a CMDB within the platform that's been used primarily around the linkages for incident, problem, and change management. But we know that we need to do more with it, and like I said before, we've grown through acquisition, so there's a number of other CMDBs. And we are in the process of bringing that all together onto the ServiceNow platform. Because we're seeing the power of everything else that that connects to. And that's also going to be a key on how we promote more orchestration, more automation, more about the health of our services. >> So, ServiceNow's obviously promoting you guys throughout this event, showcasing some of the things that you've been doing. What've you been talking to other customers about? What are you most proud of? >> Honestly, I'm really proud of my team (laughs), because we are responding to the needs of the organization, and the fact that you can add value through what you do on a day-to-day basis is great. I think one of the most unique things that, in terms of the application, is we actually built an application for our safety auctions. So, as you can imagine, we have a hundred auctions. There's a lot of people working in the auctions. We have everything that a dealership would have, and we have lanes of vehicles running through to be auctioned off with our dealerships. So we have service areas, we have vehicles and people moving about the auction. So safety is a very critical thing for our organization. About a year ago, the safety director came and said, "You know, we have this problem. "We are doing these auctions' safety checklist "around compliance, how can we make "our auctions a safer place?" "You know, we don't have a lot of money, "but we think there's a better way to do it." And they explained the process where they had six area safety managers that were distributed across these hundred auctions, and trying to get the safety message out there through making sure people were wearing their goggles, or that they had all the appropriate OSHA standards in place. So after having a lot of conversations around this, again, we found ServiceNow would be a great solution. We did work with a partner to help us build it, but we took a very manual process and we automated it on the platform. Now we've moved the safety business process to the auctions themselves, where they own it. The general manager's involved, the shop leads are involved in it. And what it's done, it's been a catalyst to reducing our workers' comp claims. We've seen a two basis point improvement over the number of workers' comp claims, which is cost-avoidance, you know. When your average worker comp claim can be around $10,000, that's a significant saving. With a very, very small investment, we saw a 3,000% ROI on this initiative alone. We're bringing visibility to the process, using the platform and the reporting capabilities. It's gotten the general managers and the shop leads engaged and having the conversation about safety. >> This is great, 'cause you got the platform piece of it, and went from basic application delivery to seeing that it is just a workflow tool. >> Donna: Exactly. >> And the benefit of the automation, and now applying it to, I don't think they announced a auto auction safety module this morning. >> No. (laughing) >> Not yet, but we are doing a session... (Donna laughs) >> It's pretty impactful that you were able to see that, execute it with a really small investment, like you said, your initial one with you, an analyst and an intern, and now, really grow and expand the footprint within the organization. >> Yeah, it's really just about business processes in general. You've got everything you need to collect some attributes, or some information, you need to route it or get approvals around it, and then you can measure it. And you can see what's going on with that business process, and then you focus on, how do we improve the business process? The tool helps enable that and facilitate that. >> And how has the conversation around IT value changed, since you started this journey, right? >> Yeah. >> It used to be very cost-focused, I'm sure. Has it evolved to more of a, you mentioned ROI? >> It is, look at it, it's still cost-focused. It's still about savings, but it's also about how do we get things done in an organization more efficiently, with less people pushing paper, and actually focused on solving problems. And being able to measure how we get better in the activities that we're supporting. And then the dollars will follow. >> Dave: Is there a recognition in the business units, that things are changing? >> You know, there really is. One of the areas that we're starting to see real recognition is we're now dipping our toe into customer service management. We brought two platforms together with one of our business units that we acquired in the last year. They were doing some things on Zendesk, they were doing some things on another tool, and they were the same team. So, we've taken that experience, we've brought those agents onto the platform. We didn't change the experience for the customer just yet, because we wanted our agents to be very successful and help them work differently than through email. We pull those channels onto the platform, and now they have a dashboard of these issues in supporting our lenders, who are our customers. Next is really around the portal, in changing the experience for those end customers. Moving it out of the reply to all with email and making it more measurable. We've gotten halfway there, and we see a big growth area there for us, and making a better experience around our customers' support. >> And are you sunsetting some of these other systems as you bring stuff in? >> We absolutely are. I mean, our goal is to eliminate all other ticketing-type systems. In fact, all of the people that are on those ticketing systems, like, "When can we get on the platform?" "We want to be there now." "Help us get there." But bringing things together is going to help us across all of our functional areas, in supporting our customers and our team members much more effectively. It really is becoming our system of action, where you go to get things done. >> Donna, what, from your perspective, is on ServiceNow's to-do list? >> ServiceNow's to-do list. You know, and I've been pretty vocal with ServiceNow, it's like, make it easier for us to use and consume the other capabilities of the platform much more quickly. Allow us to use the great capabilities with some of our external collaborators a little bit more effectively. And I think that's where it is. I think ServiceNow does a fantastic job of bringing more capabilities and maturing all of their service areas. I like the fact that they have two major feature releases a year, and we consume them as quickly as they can send them out, probably faster than some other customers do. And continue to listen to your customers. Just, listen to what our problems are, and our needs are, and continue to answer them. They're doing a good job of that. >> Well, Donna, I have to say thanks for all the great products you guys build. The Kelley Blue Book, we've used it for years-- >> Oh, wonderful! >> And Autotrader, it's a great way to shop for vehicles. So thanks for that! >> You're welcome! >> Dave: Thanks for coming on theCUBE. >> Thank you so much. >> Thanks for sharing your story. >> Keep it right there, everybody. Jeff and I will be back with our next guest. This is theCUBE, we're live from Knowledge17. We'll be right back. (energetic music)