(upbeat music) >> From around the globe, it's theCUBE with digital coverage of Postgres Vision 2021 brought to you by EDB. >> Well, hi everybody John Walls here on theCUBE and we're now welcoming Jeremy Wilmot who is the chief product officer at ACI Worldwide part of the Postgres movement, you might say or certainly benefiting from the great value that Postgres is providing a number of enterprises across the globe. Jeremy good to see you today and first off, congratulations you are the first guest I've talked to maybe in a year and a half in their office. So good for you. >> Thanks (chuckles) John that's very kind of you John and great to see you and thanks for having me here. Yeah, it's great to be in the office, it really is. I'm here in Miami in South Florida and getting some sort of normalcy back is great for all of us and I'm certainly enjoying it. So thank you before (indistinct) has been. >> I'm sure you are, yeah, congratulations on that front. First off, let's talk about ACI Worldwide for the folks in our audience who aren't familiar with the payments, your role in terms of that payment ecosystem. Tell us a little bit about ACI Worldwide. >> Sure, well, primarily we're a software company. That's ACI, we started 1975 in Omaha, Nebraska built the first debit card system and ATM system for first National Bank of Omaha and over the last 45 years, we've globalized ourselves, we have, we are delivering mission-critical real-time payment systems across the world to banks to merchants to billers, we help them meet the payment needs of their consumers and their corporates. So we process, manage digital payments, we power omni-commerce and e-commerce payments, we present and process bill payments, we manage fraud, we manage the risk all within that and as I said on a global basis 13 of the G20 countries with a leading DDA account or current account payment processing software in those countries and have been for many years. >> So, as the CPO then quite obviously in the financial space your plate is quite full these days in terms of providing for your client base. How would you characterize maybe the evolution in terms of product development that you've been through in the financial world here over the past say, three to five years, where were you back then to where you are now and what role has Postgres played in that journey? >> Sure, yeah. So, specific to the Postgres part of the ecosystem, previously five-plus years ago our previous database solution was complex, it was expensive, it was hard to change and maintain and we leveraged multiple pieces of software from multiple vendors as a result of that. So at that time we looked for an alternative that was simpler and better and we went through a very comprehensive due diligence process, we explored both open source and license models of database to support our solution and when we looked at all of the options we determined that 2ndQuadrant Postgres was the one that provided the most comprehensive solution we were looking for. It had the right mix of capabilities and performance at the right total cost of ownership that we were looking for. And in the payments world as you can imagine, you've got to to be 24/7 365. And we also required a lower cost of ownership than we had before. But we also wanted a greater flexibility and time to market that we could pass on to our customers. And then the last thing I'd say that we were looking for was a multi-deployment capability. And what I mean by that is that we would be able to use this new platform, Postgres platform in our own data centers in our own private cloud, but we could also deploy it in the public cloud, whether we would run it or whether our customers would run it. We wanted that ability to mix and match between these different deployment options. >> So you've talked about a lot of key elements here attributes in terms of availability, accessibility reliability, security obviously. Walk us through those in terms of why you think 2ndQuadrant was addressing your needs in those particular areas or any others for that matter but what it was that checked the box specifically about what Postgres was offering you as opposed to what these other possible solutions and services were that you were looking at. >> Yeah, I think, we're very focused on being able to identify what our customers need and when they're offering services to consumers and to their corporates what is it that they require that's going to enable them to win and compete. And payments industry has a lot of cost pressures within it. It has regulation, it has consumer convenience and the whole movement of digitalization that puts a lot of downward pressure on the cost space. And those who are going to win in the payment space need to be able to address that. So, that is relevant for our banks, for our merchants, for the billers. They all come under very similar regulatory pressure and market pressure and as a result, the ability to reduce dramatically in a very significant way, the total cost of ownership upon which the payment software was going to be operating that was one of the key elements that was very important to us as we made that decision. The second one I think was to enable us to be able to do what we are good at and what our customers expect us to do. And that in turn enables them to focus on their core competencies. We're a software company, we own our own IP we manage our own software for the needs of the 24/7 365 payment requirements and therefore the merchant or the biller or the bank can really focus in on the digital experience for their customers, focusing on their core competencies and what they need to do to win. That was a second key factor for us. I think the third one for us was as well speed to market. Speed to market for ourselves and being competitive to the alternative to ACI, but also more importantly a speed to market for our customers. And there are, the payment world is highly regulated requires significant certification in order to launch new services that's often the long pole in the tent. So we want to be able to get to that point as quickly as possible. And being able to have a public cloud deployment open systems capabilities that would really allow us to pass on that speed to market to those customers. So for example, an acquirer, a payment acquirer moving into a new geographical country they want to compete in they can (indistinct) on their competitors by launching minimum viable products in six to nine months that is five years ago, that could have been a 24 to 30 months endeavor for them to take on. So I, those were important considerations for us as we were choosing a longterm partner for the Postgres world and the public cloud world. >> Obviously, so you've talked a lot about your relationship with your clients and I know you have a really keen awareness of the need to ensure that trust, to ensure that reliability to ensure the collaboration. How about your relationship on the other side with EDB and in terms of all those elements so how has that evolved over a period of time and what kind of service and what kind of value do you think are you deriving from that relationship now? >> So with EDB, first of all, our journey started with 2ndQuadrant and now EDB. And we were specifically looking at the, one area was at the Bi-Directional Replication BDR that we were wanting to support with our solutions particularly in the public cloud. And that was going to enable us to replace multiple pieces of software from multiple vendors. And so we were to create that solution that was right for ACI, it was right for our customers from a functionality and agility and a cost perspective. So technologically with the non-functional requirements and the reliability, availability, serviceability aspects that we were looking for that was in partnership with 2ndQuadrant and EDB, that was a key element. I think the second piece of it is we worked really well with 2ndQuadrant EDB in terms of partnering to meet the needs of the market. It's great to have the right technology in place but then you need your partners really to be able to work with you tactically real-time in order to win in the market and make it work. And I found that they'd been a great partner for us to be able to do that and to be able to react quickly, do the right thing and really enable us to be a great partner to our customers as we deliver real-time payments, as we deliver the acquiring capabilities, as we deliver a modernization for the big banks that we work with as well. >> Now, before I let you go, I'm going to give you a two-part question here. That's always one way to squeeze a little more info (laughing) to the guest. First off advice. You've been through this transformation obviously you're very happy with all that has transpired, so your advice to others who are considering this journey. And then secondly, what can they and you do you think expect in terms of future challenges, opportunities how we might want to frame that with Postgres? Like, where are we going from here, basically? So, two parts, advice and then where do you think this is headed? >> So advice, I certainly learnings from us versus advice is number one, be very thorough in the due diligence that you do and be very clear on what you want and what are your goals that you're looking for. So from an AGI perspective, we were clear that total cost of ownership in terms of the stack that we were going to be providing to our customers. That was very important, number one number two, nonfunctional requirements. So I've talked about the mission criticality of payments 24/7 365. That was a key second piece. And then the third one, ease of deployment. I talked about that, multi-cloud deployment that we were looking for. So we were clear what we wanted and we we took our time from a due diligence point of view. It's a multi-year decision being made so it's not something specifically I think we want to rush into. In terms of looking forward and where do we go from here? Performance is critical so further up performance enhancements, ability for rapid failover availability, near 100% availability that we're looking for five-nines and above, working together with Postgres in order to make those failovers more seamless because they will happen, particularly in the real-time payments world, where we're now seeing billions of transactions happening in a week and soon that will be in a day, they will need to be able to deal with. And for all of this to happen in a public cloud environment, we, I think all understand a lot of the benefits of public cloud and we need to be able to provide this failover availability capability in the public cloud but also in a hybrid cloud environments we're in a multi-cloud environment, so we need to keep working that and make that happen that will make Postgres a payment-grade infrastructure that could power the world's real-time payments and we would love to be able to do that into the future. >> Well, Jeremy thanks for the insights, we appreciate that and once again, congratulations on getting back in that office. I know it's probably a pretty welcomed addition to your regimen now. >> Yeah, John, thank you very much and thanks to everyone who's dialed in for this and John I look forward to welcoming you in the office soon. >> Very good sir, I look forward to that as well. I'll take you up on that in Miami for sure. John Walls here on theCUBE talking with Jeremy Wilmot is the chief product officer at ACI Worldwide. part of our Postgres Vision 2021 coverage. (upbeat music)

(upbeat music) >> From around the globe, it's theCUBE with digital coverage of Postgres Vision 2021 brought to you by EDB. >> Well, hi everybody John Walls here on theCUBE and we're now welcoming Jeremy Wilmot who is the chief product officer at ACI Worldwide part of the Postgres movement, you might say or certainly benefiting from the great value that Postgres is providing a number of enterprises across the globe. Jeremy good to see you today and first off, congratulations you are the first guest I've talked to maybe in a year and a half in their office. So good for you. >> Thanks (chuckles) John that's very kind of you John and great to see you and thanks for having me here. Yeah, it's great to be in the office, it really is. I'm here in Miami in South Florida and getting some sort of normalcy back is great for all of us and I'm certainly enjoying it. So thank you before (indistinct) has been. >> I'm sure you are, yeah, congratulations on that front. First off, let's talk about ACI Worldwide for the folks in our audience who aren't familiar with the payments, your role in terms of that payment ecosystem. Tell us a little bit about ACI Worldwide. >> Sure, well, primarily we're a software company. That's ACI, we started 1975 in Omaha, Nebraska built the first debit card system and ATM system for first National Bank of Omaha and over the last 45 years, we've globalized ourselves, we have, we are delivering mission-critical real-time payment systems across the world to banks to merchants to billers, we help them meet the payment needs of their consumers and their corporates. So we process, manage digital payments, we power omni-commerce and e-commerce payments, we present and process bill payments, we manage fraud, we manage the risk all within that and as I said on a global basis 13 of the G20 countries with a leading DDA account or current account payment processing software in those countries and have been for many years. >> So, as the CPO then quite obviously in the financial space your plate is quite full these days in terms of providing for your client base. How would you characterize maybe the evolution in terms of product development that you've been through in the financial world here over the past say, three to five years, where were you back then to where you are now and what role has Postgres played in that journey? >> Sure, yeah. So, specific to the Postgres part of the ecosystem, previously five-plus years ago our previous database solution was complex, it was expensive, it was hard to change and maintain and we leveraged multiple pieces of software from multiple vendors as a result of that. So at that time we looked for an alternative that was simpler and better and we went through a very comprehensive due diligence process, we explored both open source and license models of database to support our solution and when we looked at all of the options we determined that 2ndQuadrant Postgres was the one that provided the most comprehensive solution we were looking for. It had the right mix of capabilities and performance at the right total cost of ownership that we were looking for. And in the payments world as you can imagine, you've got to to be 24/7 365. And we also required a lower cost of ownership than we had before. But we also wanted a greater flexibility and time to market that we could pass on to our customers. And then the last thing I'd say that we were looking for was a multi-deployment capability. And what I mean by that is that we would be able to use this new platform, Postgres platform in our own data centers in our own private cloud, but we could also deploy it in the public cloud, whether we would run it or whether our customers would run it. We wanted that ability to mix and match between these different deployment options. >> So you've talked about a lot of key elements here attributes in terms of availability, accessibility reliability, security obviously. Walk us through those in terms of why you think 2ndQuadrant was addressing your needs in those particular areas or any others for that matter but what it was that checked the box specifically about what Postgres was offering you as opposed to what these other possible solutions and services were that you were looking at. >> Yeah, I think, we're very focused on being able to identify what our customers need and when they're offering services to consumers and to their corporates what is it that they require that's going to enable them to win and compete. And payments industry has a lot of cost pressures within it. It has regulation, it has consumer convenience and the whole movement of digitalization that puts a lot of downward pressure on the cost space. And those who are going to win in the payment space need to be able to address that. So, that is relevant for our banks, for our merchants, for the billers. They all come under very similar regulatory pressure and market pressure and as a result, the ability to reduce dramatically in a very significant way, the total cost of ownership upon which the payment software was going to be operating that was one of the key elements that was very important to us as we made that decision. The second one I think was to enable us to be able to do what we are good at and what our customers expect us to do. And that in turn enables them to focus on their core competencies. We're a software company, we own our own IP we manage our own software for the needs of the 24/7 365 payment requirements and therefore the merchant or the biller or the bank can really focus in on the digital experience for their customers, focusing on their core competencies and what they need to do to win. That was a second key factor for us. I think the third one for us was as well speed to market. Speed to market for ourselves and being competitive to the alternative to ACI, but also more importantly a speed to market for our customers. And there are, the payment world is highly regulated requires significant certification in order to launch new services that's often the long pole in the tent. So we want to be able to get to that point as quickly as possible. And being able to have a public cloud deployment open systems capabilities that would really allow us to pass on that speed to market to those customers. So for example, an acquirer, a payment acquirer moving into a new geographical country they want to compete in they can (indistinct) on their competitors by launching minimum viable products in six to nine months that is five years ago, that could have been a 24 to 30 months endeavor for them to take on. So I, those were important considerations for us as we were choosing a longterm partner for the Postgres world and the public cloud world. >> Obviously, so you've talked a lot about your relationship with your clients and I know you have a really keen awareness of the need to ensure that trust, to ensure that reliability to ensure the collaboration. How about your relationship on the other side with EDB and in terms of all those elements so how has that evolved over a period of time and what kind of service and what kind of value do you think are you deriving from that relationship now? >> So with EDB, first of all, our journey started with 2ndQuadrant and now EDB. And we were specifically looking at the, one area was at the Bi-Directional Replication BDR that we were wanting to support with our solutions particularly in the public cloud. And that was going to enable us to replace multiple pieces of software from multiple vendors. And so we were to create that solution that was right for ACI, it was right for our customers from a functionality and agility and a cost perspective. So technologically with the non-functional requirements and the reliability, availability, serviceability aspects that we were looking for that was in partnership with 2ndQuadrant and EDB, that was a key element. I think the second piece of it is we worked really well with 2ndQuadrant EDB in terms of partnering to meet the needs of the market. It's great to have the right technology in place but then you need your partners really to be able to work with you tactically real-time in order to win in the market and make it work. And I found that they'd been a great partner for us to be able to do that and to be able to react quickly, do the right thing and really enable us to be a great partner to our customers as we deliver real-time payments, as we deliver the acquiring capabilities, as we deliver a modernization for the big banks that we work with as well. >> Now, before I let you go, I'm going to give you a two-part question here. That's always one way to squeeze a little more info (laughing) to the guest. First off advice. You've been through this transformation obviously you're very happy with all that has transpired, so your advice to others who are considering this journey. And then secondly, what can they and you do you think expect in terms of future challenges, opportunities how we might want to frame that with Postgres? Like, where are we going from here, basically? So, two parts, advice and then where do you think this is headed? >> So advice, I certainly learnings from us versus advice is number one, be very thorough in the due diligence that you do and be very clear on what you want and what are your goals that you're looking for. So from an AGI perspective, we were clear that total cost of ownership in terms of the stack that we were going to be providing to our customers. That was very important, number one number two, nonfunctional requirements. So I've talked about the mission criticality of payments 24/7 365. That was a key second piece. And then the third one, ease of deployment. I talked about that, multi-cloud deployment that we were looking for. So we were clear what we wanted and we we took our time from a due diligence point of view. It's a multi-year decision being made so it's not something specifically I think we want to rush into. In terms of looking forward and where do we go from here? Performance is critical so further up performance enhancements, ability for rapid failover availability, near 100% availability that we're looking for five-nines and above, working together with Postgres in order to make those failovers more seamless because they will happen, particularly in the real-time payments world, where we're now seeing billions of transactions happening in a week and soon that will be in a day, they will need to be able to deal with. And for all of this to happen in a public cloud environment, we, I think all understand a lot of the benefits of public cloud and we need to be able to provide this failover availability capability in the public cloud but also in a hybrid cloud environments we're in a multi-cloud environment, so we need to keep working that and make that happen that will make Postgres a payment-grade infrastructure that could power the world's real-time payments and we would love to be able to do that into the future. >> Well, Jeremy thanks for the insights, we appreciate that and once again, congratulations on getting back in that office. I know it's probably a pretty welcomed addition to your regimen now. >> Yeah, John, thank you very much and thanks to everyone who's dialed in for this and John I look forward to welcoming you in the office soon. >> Very good sir, I look forward to that as well. I'll take you up on that in Miami for sure. John Walls here on theCUBE talking with Jeremy Wilmot is the chief product officer at ACI Worldwide. part of our Postgres Vision 2021 coverage. (upbeat music)

>> Announcer: From theCUBE studios in Palo Alto in Boston, connecting with thought leaders all around the world, this is theCUBE conversation. >> Hey, welcome back everybody Jeff Frick here with the cube. This is a special week it's Grace Hopper week, and Grace Hopper is the best name in tech conferences. The celebration of women in computing, and we've been going there for years we're not there this year, but one of the themes that comes up over and over at Grace Hopper is women and girls need to see women in positions that they can envision themselves being in someday. That is a really important piece of the whole diversity conversation is can I see people that I can role model after and I just want to bring up something from a couple years back from 2016 when we were there, we were there with Mimi Valdez, Christina Deoja and Dr. Jeanette Epps, Dr. Jeanette Epps is the astronaut on the right. They were there talking about "The Hidden Figures" movie. If you remember it came out 2016, it was about Katherine Johnson and all the black women working at NASA. They got no credit for doing all the math that basically keep all the astronauts safe and they made a terrific movie about it. And Janet is going up on the very first Blue Origin Space Mission Next year. This was announced a couple of months ago, so again, phenomenal leadership, black lady astronaut, going to go into space and really provide a face for a lot of young girls that want to get into that and its clearly a great STEM opportunity. So we're excited to have four terrific women today that well also are the leaders that the younger women can look up to and follow their career. So we're excited to have them so we're just going to go around. We got four terrific guests, our first one is Annabel Chang, She is the Head of State Policy and Government Regulations at Waymo. Annabel great to see you, where are you coming in from today? >> from San Francisco >> Jeff: Awesome. Next up is Inamarie Johnson. She is the Chief People and Diversity Officer for Zendesk Inamarie, great to see you. Where are you calling in from today? >> Great to be here. I am calling in from Palos Verdes the state >> Jeff: awesome >> in Southern California. >> Jeff: Some of the benefits of a virtual sometimes we can, we couldn't do that without the power of the internet. And next up is Jennifer Cabalquinto she is the Chief Financial Officer of the Golden State Warriors. Jennifer, great to see you Where are you coming in from today? >> Well, I wish I was coming in from the Chase Center in San Francisco but I'm actually calling in from Santa Cruz California today. >> Jeff: Right, It's good to see you and you can surf a lot better down there. So that's probably not all bad. And finally to round out our panelists, Kate Hogan, she is the COO of North America for Accenture. Kate, great to see you as well. Where are you coming in from today? >> Well, it's good to see you too. I am coming in from the office actually in San Jose. >> Jeff: From the office in San Jose. All right, So let's get into it . You guys are all very senior, you've been doing this for a long time. We're in a kind of a crazy period of time in terms of diversity with all the kind of social unrest that's happening. So let's talk about some of your first your journeys and I want to start with you Annabel. You're a lawyer you got into lawyering. You did lawyering with Diane Feinstein, kind of some politics, and also the city of San Francisco. And then you made this move over to tech. Talk about that decision and what went into that decision and how did you get into tech? 'cause we know part of the problem with diversity is a pipeline problem. You came over from the law side of the house. >> Yes, and to be honest politics and the law are pretty homogenous. So when I made the move to tech, it was still a lot of the same, but what I knew is that I could be an attorney anywhere from Omaha Nebraska to Miami Florida. But what I couldn't do was work for a disruptive company, potentially a unicorn. And I seized that opportunity and (indistinct) Lyft early on before Ride Hailing and Ride Sharing was even a thing. So it was an exciting opportunity. And I joined right at the exact moment that made myself really meaningful in the organization. And I'm hoping that I'm doing the same thing right now at Waymo. >> Great, Inamarie you've come from one of my favorite stories I like to talk about from the old school Clorox great product management. I always like to joke that Silicon Valley needs a pipeline back to Cincinnati and Proctor and Gamble to get good product managers out here. You were in the classic, right? You were there, you were at Honeywell Plantronics, and then you jumped over to tech. Tell us a little bit about that move. Cause I'm sure selling Clorox is a lot different than selling the terrific service that you guys provide at Zendesk. I'm always happy when I see Zendesk in my customer service return email, I know I'm going to get taken care of. >> Oh wow, that's great. We love customers like you., so thank you for that. My journey is you're right from a fortune 50 sort of more portfolio type company into tech. And I think one of the reasons is because when tech is starting out and that's what Zendesk was a few five years back or so very much an early stage growth company, two things are top of mind, one, how do we become more global? And how do we make sure that we can go up market and attract enterprise grade customers? And so my experience having only been in those types of companies was very interesting for a startup. And what was interesting for me is I got to live in a world where there were great growth targets and numbers, things I had never seen. And the agility, the speed, the head plus heart really resonated with my background. So super glad to be in tech, but you're right. It's a little different than a consumer products. >> Right, and then Jennifer, you're in a completely different world, right? So you worked for the Golden State Warriors, which everybody knows is an NBA team, but I don't know that everyone knows really how progressive the Warriors are beyond just basketball in terms of the new Chase Center, all the different events that you guys put on it. And really the leadership there has decided we really want to be an entertainment company of which the Golden State Warrior basketball team has a very, very important piece, you've come from the entertainment industry. So that's probably how they found you, but you're in the financial role. You've always been in the financial role, not traditionally thought about as a lot of women in terms of a proportion of total people in that. So tell us a little bit about your experience being in finance, in entertainment, and then making this kind of hop over to, I guess Uber entertainment. I don't know even how you would classify the warriors. >> Sports entertainment, live entertainment. Yeah, it's interesting when the Warriors opportunity came up, I naturally said well no, I don't have any sports background. And it's something that we women tend to do, right? We self edit and we want to check every box before we think that we're qualified. And the reality is my background is in entertainment and the Warriors were looking to build their own venue, which has been a very large construction project. I was the CFO at Universal Studios Hollywood. And what do we do there? We build large attractions, which are just large construction projects and we're in the entertainment business. And so that sort of B to C was a natural sort of transition for me going from where I was with Universal Studios over to the Warriors. I think a finance career is such a great career for women. And I think we're finding more and more women entering it. It is one that you sort of understand your hills and valleys, you know when you're going to be busy and so you can kind of schedule around that. I think it's really... it provides that you have a seat at the table. And so I think it's a career choice that I think is becoming more and more available to women certainly more now than it was when I first started. >> Yeah, It's interesting cause I think a lot of people think of women naturally in human resources roles. My wife was a head of human resources back in the day, or a lot of marketing, but not necessarily on the finance side. And then Kate go over to you. You're one of the rare birds you've been at Accenture  for over 20 years. So you must like airplanes and travel to stay there that long. But doing a little homework for this, I saw a really interesting piece of you talking about your boss challenging you to ask for more work, to ask for a new opportunity. And I thought that was really insightful that you, you picked up on that like Oh, I guess it's incumbent on me to ask for more, not necessarily wait for that to be given to me, it sounds like a really seminal moment in your career. >> It was important but before I tell you that story, because it was an important moment of my career and probably something that a lot of the women here on the panel here can relate to as well. You mentioned airplanes and it made me think of my dad. My father was in the air force and I remember him telling stories when I was little about his career change from the air force into a career in telecommunications. So technology for me growing up Jeff was, it was kind of part of the dinner table. I mean it was just a conversation that was constantly ongoing in our house. And I also, as a young girl, I loved playing video games. We had a Tandy computer down in the basement and I remember spending too many hours playing video games down there. And so for me my history and my really at a young age, my experience and curiosity around tech was there. And so maybe that's, what's fueling my inspiration to stay at Accenture for as long as I have. And you're right It's been two decades, which feels tremendous, but I've had the chance to work across a bunch of different industries, but you're right. I mean, during that time and I relate with what Jennifer said in terms of self editing, right? Women do this and I'm no exception, I did this. And I do remember I'm a mentor and a sponsor of mine who called me up when I'm kind of I was at a pivotal moment in my career and he said you know Kate, I've been waiting for you to call me and tell me you want this job. And I never even thought about it. I mean I just never thought that I'd be a candidate for the job and let alone somebody waiting for me to kind of make the phone call. I haven't made that mistake again, (laughing) but I like to believe I learned from it, but it was an important lesson. >> It's such a great lesson and women are often accused of being a little bit too passive and not necessarily looking out for in salary negotiations or looking for that promotion or kind of stepping up to take the crappy job because that's another thing we hear over and over from successful people is that some point in their career, they took that job that nobody else wanted. They took that challenge that really enabled them to take a different path and really a different Ascension. And I'm just curious if there's any stories on that or in terms of a leader or a mentor, whether it was in the career, somebody that you either knew or didn't know that was someone that you got kind of strength from kind of climbing through your own, kind of career progression. Will go to you first Annabel. >> I actually would love to talk about the salary negotiations piece because I have a group of friends about that we've been to meeting together once a month for the last six years now. And one of the things that we committed to being very transparent with each other about was salary negotiations and signing bonuses and all of the hard topics that you kind of don't want to talk about as a manager and the women that I'm in this group with span all types of different industries. And I've learned so much from them, from my different job transitions about understanding the signing bonus, understanding equity, which is totally foreign to me coming from law and politics. And that was one of the most impactful tools that I've ever had was a group of people that I could be open with talking about salary negotiations and talking about how to really manage equity. Those are totally foreign to me up until this group of women really connected me to these topics and gave me some of that expertise. So that is something I strongly encourage is that if you haven't openly talked about salary negotiations before you should begin to do so. >> It begs the question, how was the sensitivity between the person that was making a lot of money and the person that wasn't? And how did you kind of work through that as a group for the greater good of everyone? >> Yeah, I think what's really eye opening is that for example, We had friends who were friends who were on tech, we had friends who were actually the entrepreneurs starting their own businesses or law firm, associates, law firm partners, people in PR, so we understood that there was going to be differences within industry and frankly in scale, but it was understanding even the tools, whether I think the most interesting one would be signing bonus, right? Because up until a few years ago, recruiters could ask you what you made and how do you avoid that question? How do you anchor yourself to a lower salary range or avoid that happening? I didn't know this, I didn't know how to do that. And a couple of women that had been in more senior negotiations shared ways to make sure that I was pinning myself to a higher salary range that I wanted to be in. >> That's great. That's a great story and really important to like say pin. it's a lot of logistical details, right? You just need to learn the techniques like any other skill. Inamarie, I wonder if you've got a story to share here. >> Sure. I just want to say, I love the example that you just gave because it's something I'm super passionate about, which is transparency and trust. Then I think that we're building that every day into all of our people processes. So sure, talk about sign on bonuses, talk about pay parody because that is the landscape. But a quick story for me, I would say is all about stepping into uncertainty. And when I coach younger professionals of course women, I often talk about, don't be afraid to step into the role where all of the answers are not vetted down because at the end of the day, you can influence what those answers are. I still remember when Honeywell asked me to leave the comfort of California and to come to the East coast to New Jersey and bring my family. And I was doing well in my career. I didn't feel like I needed to do that, but I was willing after some coaching to step into that uncertainty. And it was one of the best pivotal moment in my career. I didn't always know who I was going to work with. I didn't know the challenges and scope I would take on, but those were some of the biggest learning experiences and opportunities and it made me a better executive. So that's always my coaching, like go where the answers aren't quite vetted down because you can influence that as a leader. >> That's great, I mean, Beth Comstock former vice chair at GE, one of her keynotes I saw had a great line, get comfortable with being uncomfortable. And I think that its a really good kind of message, especially in the time we're living in with accelerated change. But I'm curious, Inamarie was the person that got you to take that commitment. Would you consider that a sponsor, a mentor, was it a boss? Was it maybe somebody not at work, your spouse or a friend that said go for it. What kind of pushed you over the edge to take that? >> It's a great question. It was actually the boss I was going to work for. He was the CHRO, and he said something that was so important to me that I've often said it to others. And he said trust me, he's like I know you don't have all the answers, I know we don't have this role all figured out, I know you're going to move your family, but if you trust me, there is a ton of learning on the other side of this. And sometimes that's the best thing a boss can do is say we will go on this journey together. I will help you figure it out. So it was a boss, but I think it was that trust and that willingness for him to stand and go alongside of me that made me pick up my family and be willing to move across the country. And we stayed five years and really, I am not the same executive because of that experience. >> Right, that's a great story, Jennifer, I want to go to you, you work for two owners that are so progressive and I remember when Joe Lacob came on the floor a few years back and was booed aggressively coming into a franchise that hadn't seen success in a very long time, making really aggressive moves in terms of personnel, both at the coaches and the players level, the GM level. But he had a vision and he stuck to it. And the net net was tremendous success. I wonder if you can share any of the stories, for you coming into that organization and being able to feel kind of that level of potential success and really kind of the vision and also really a focus on execution to make the vision real cause vision without execution doesn't really mean much. If you could share some stories of working for somebody like Joe Lacob, who's so visionary but also executes so very, very effectively. >> Yeah, Joe is, well I have the honor of working for Joe, for Rick Welts to who's our president. Who's living legend with the NBA with Peter Guber. Our leadership at the Warriors are truly visionary and they set audacious targets. And I would say from a story the most recent is, right now what we're living through today. And I will say Joe will not accept that we are not having games with fans. I agree he is so committed to trying to solve for this and he has really put the organization sort of on his back cause we're all like well, what do we do? And he has just refused to settle and is looking down every path as to how do we ensure the safety of our fans, the safety of our players, but how do we get back to live entertainment? And this is like a daily mantra and now the entire organization is so focused on this and it is because of his vision. And I think you need leaders like that who can set audacious goals, who can think beyond what's happening today and really energize the entire organization. And that's really what he's done. And when I talked to my peers and other teams in there they're talking about trying to close out their season or do these things. And they're like well, we're talking about, how do we open the building? And we're going to have fans, we're going to do this. And they look at me and they're like, what are you talking about? And I said, well we are so fortunate. We have leadership that just is not going to settle. Like they are just always looking to get out of whatever it is that's happening and fix it. So Joe is so committed His background, he's an epidemiologist major I think. Can you imagine how unique a background that is and how timely. And so his knowledge of just around the pandemic and how the virus is spread. And I mean it's phenomenal to watch him work and leverage sort of his business acumen, his science acumen and really think through how do we solve this. Its amazing. >> The other thing thing that you had said before is that you basically intentionally told people that they need to rethink their jobs, right? You didn't necessarily want to give them permission to get you told them we need to rethink their jobs. And it's a really interesting approach when the main business is just not happening, right? There's just no people coming through the door and paying for tickets and buying beers and hotdogs. It's a really interesting talk. And I'm curious, kind of what was the reception from the people like hey, you're the boss, you just figure it out or were they like hey, this is terrific that he pressed me to come up with some good ideas. >> Yeah, I think when all of this happened, we were resolved to make sure that our workforce is safe and that they had the tools that they needed to get through their day. But then we really challenged them with re imagining what the next normal is. Because when we come out of this, we want to be ahead of everybody else. And that comes again from the vision that Joe set, that we're going to use this time to make ourselves better internally because we have the time. I mean, we had been racing towards opening Chase Center and not having time to pause. Now let's use this time to really rethink how we're doing business. What can we do better? And I think it's really reinvigorated teams to really think and innovate in their own areas because you can innovate anything, right?. We're innovating how you pay payables, we're all innovating, we're rethinking the fan experience and queuing and lines and all of these things because now we have the time that it's really something that top down we want to come out of this stronger. >> Right, that's great. Kate I'll go to you, Julie Sweet, I'm a big fan of Julie Sweet. we went to the same school so go go Claremont. But she's been super aggressive lately on a lot of these things, there was a get to... I think it's called Getting to 50 50 by 25 initiative, a formal initiative with very specific goals and objectives. And then there was a recent thing in terms of doing some stuff in New York with retraining. And then as you said, military being close to your heart, a real specific military recruiting process, that's formal and in place. And when you see that type of leadership and formal programs put in place not just words, really encouraging, really inspirational, and that's how you actually get stuff done as you get even the consulting businesses, if you can't measure it, you can't improve it. >> Yeah Jeff, you're exactly right. And as Jennifer was talking, Julie is exactly who I was thinking about in my mind as well, because I think it takes strong leadership and courage to set bold bold goals, right? And you talked about a few of those bold goals and Julie has certainly been at the forefront of that. One of the goals we set in 2018 actually was as you said to achieve essentially a gender balance workforce. So 50% men, 50% women by 2025, I mean, that's ambitious for any company, but for us at the time we were 400,000 people. They were 500, 6,000 globally. So when you set a goal like that, it's a bold goal and it's a bold vision. And we have over 40% today, We're well on our path to get to 50%, I think by 2025. And I was really proud to share that goal in front of a group of 200 clients the day that it came out, it's a proud moment. And I think it takes leaders like Julie and many others by the way that are also setting bold goals, not just in my company to turn the dial here on gender equality in the workforce, but it's not just about gender equality. You mentioned something I think it's probably at as, or more important right now. And that's the fact that at least our leadership has taken a Stand, a pretty bold stand against social injustice and racism, >> Right which is... >> And so through that we've made some very transparent goals in North America in terms of the recruitment and retention of our black African American, Hispanic American, Latinex communities. We've set a goal to increase those populations in our workforce by 60% by 2025. And we're requiring mandatory training for all of our people to be able to identify and speak up against racism. Again, it takes courage and it takes a voice. And I think it takes setting bold goals to make a change and these are changes we're committed to. >> Right, that's terrific. I mean, we started the conversation with Grace Hopper, they put out an index for companies that don't have their own kind of internal measure to do surveys again so you can get kind of longitudinal studies over time and see how you're improving Inamarie, I want to go to you on the social justice thing. I mean, you've talked a lot about values and culture. It's a huge part of what you say. And I think that the quote that you use, if I can steal it is " no culture eats strategy for breakfast" and with the social injustice. I mean, you came out with special values just about what Zendesk is doing on social injustice. And I thought I was actually looking up just your regular core mission and value statement. And this is what came up on my Google search. So I wanted to A, you published this in a blog in June, taking a really proactive stand. And I think you mentioned something before that, but then you're kind of stuck in this role as a mind reader. I wonder if you can share a little bit of your thoughts of taking a proactive stand and what Zendesk is doing both you personally, as well as a company in supporting this. And then what did you say as a binder Cause I think these are difficult kind of uncharted waters on one hand, on the other hand, a lot of people say, hello, this has been going on forever. You guys are just now seeing cellphone footage of madness. >> Yeah Wow, there's a lot in there. Let me go to the mind reader comments, cause people are probably like, what is that about? My point was last December, November timing. I've been the Chief People Officer for about two years And I decided that it really was time with support from my CEO that Zendesk have a Chief Diversity Officer sitting in at the top of the company, really putting a face to a lot of the efforts we were doing. And so the mind reader part comes in little did I know how important that stance would become, in the may June Timing? So I joked that, it almost felt like I could have been a mind reader, but as to what have we done, a couple of things I would call out that I think are really aligned with who we are as a company because our culture is highly threaded with the concept of empathy it's been there from our beginning. We have always tried to be a company that walks in the shoes of our customers. So in may with the death of George Floyd and the world kind of snapping and all of the racial injustice, what we said is we wanted to not stay silent. And so most of my postings and points of view were that as a company, we would take a stand both internally and externally and we would also partner with other companies and organizations that are doing the big work. And I think that is the humble part of it, we can't do it all at Zendesk, we can't write all the wrongs, but we can be in partnership and service with other organizations. So we used funding and we supported those organizations and partnerships. The other thing that I would say we did that was super important along that empathy is that we posted space for our employees to come together and talk about the hurt and the pain and the experiences that were going on during those times and we called those empathy circles. And what I loved is initially, it was through our mosaic community, which is what we call our Brown and black and persons of color employee resource group. But it grew into something bigger. We ended up doing five of these empathy circles around the globe and as leadership, what we were there to do is to listen and stand as an ally and support. And the stories were life changing. And the stories really talked about a number of injustice and racism aspects that are happening around the world. And so we are committed to that journey, we will continue to support our employees, we will continue to partner and we're doing a number of the things that have been mentioned. But those empathy circles, I think were definitely a turning point for us as an organization. >> That's great, and people need it right? They need a place to talk and they also need a place to listen if it's not their experience and to be empathetic, if you just have no data or no knowledge of something, you need to be educated So that is phenomenal. I want to go to you Jennifer. Cause obviously the NBA has been very, very progressive on this topic both as a league, and then of course the Warriors. We were joking before. I mean, I don't think Steph Curry has ever had a verbal misstep in the history of his time in the NBA, the guy so eloquent and so well-spoken, but I wonder if you can share kind of inside the inner circle in terms of the conversations, that the NBA enabled right. For everything from the jerseys and going out on marches and then also from the team level, how did that kind of come down and what's of the perception inside the building? >> Sure, obviously I'm so proud to be part of a league that is as progressive and has given voice and loud, all the teams, all the athletes to express how they feel, The Warriors have always been committed to creating a diverse and equitable workplace and being part of a diverse and equitable community. I mean that's something that we've always said, but I think the situation really allowed us, over the summer to come up with a real formal response, aligning ourselves with the Black Lives Matter movement in a really meaningful way, but also in a way that allows us to iterate because as you say, it's evolving and we're learning. So we created or discussed four pillars that we wanted to work around. And that was really around wallet, heart, beat, and then tongue or voice. And Wallet is really around putting our money where our mouth is, right? And supporting organizations and groups that aligned with the values that we were trying to move forward. Heart is around engaging our employees and our fan base really, right? And so during this time we actually launched our employee resource groups for the first time and really excited and energized about what that's doing for our workforce. This is about promoting real action, civic engagement, advocacy work in the community and what we've always been really focused in a community, but this really hones it around areas that we can all rally around, right? So registration and we're really focused on supporting the election day results in terms of like having our facilities open to all the electorate. So we're going to have our San Francisco arena be a ballot drop off, our Oakland facilities is a polling site, Santa Cruz site is also a polling location, So really promoting sort of that civic engagement and causing people to really take action. heart is all around being inclusive and developing that culture that we think is really reflective of the community. And voice is really amplifying and celebrating one, the ideas, the (indistinct) want to put forth in the community, but really understanding everybody's culture and really just providing and using the platform really to provide a basis in which as our players, like Steph Curry and the rest want to share their own experiences. we have a platform that can't be matched by any pedigree, right? I mean, it's the Warriors. So I think really getting focused and rallying around these pillars, and then we can iterate and continue to grow as we define the things that we want to get involved in. >> That's terrific. So I have like pages and pages and pages of notes and could probably do this for hours and hours, but unfortunately we don't have that much time we have to wrap. So what I want to do is give you each of you the last word again as we know from this problem, right? It's not necessarily a pipeline problem, it's really a retention problem. We hear that all the time from Girls in Code and Girls in Tech. So what I'd like you to do just to wrap is just a couple of two or three sentences to a 25 year old, a young woman sitting across from you having coffee socially distanced about what you would tell her early in the career, not in college but kind of early on, what would the be the two or three sentences that you would share with that person across the table and Annabel, we'll start with you. >> Yeah, I will have to make a pitch for transportation. So in transportation only 15% of the workforce is made up of women. And so my advice would be that there are these fields, there are these opportunities where you can make a massive impact on the future of how people move or how they consume things or how they interact with the world around them. And my hope is that being at Waymo, with our self driving car technology, that we are going to change the world. And I am one of the initial people in this group to help make that happen. And one thing that I would add is women spend almost an hour a day, shuttling their kids around, and we will give you back that time one day with our self driving cars so that I'm a mom. And I know that that is going to be incredibly powerful on our daily lives. >> Jeff: That's great. Kate, I think I might know what you're already going to say, but well maybe you have something else you wanted to say too. >> I don't know, It'll be interesting. Like if I was sitting across the table from a 25 year old right now I would say a couple of things first I'd say look intentionally for a company that has an inclusive culture. Intentionally seek out the company that has an inclusive culture, because we know that companies that have inclusive cultures retain women in tech longer. And the companies that can build inclusive cultures will retain women in tech, double, double the amount that they are today in the next 10 years. That means we could put another 1.4 million women in tech and keep them in tech by 2030. So I'd really encourage them to look for that. I'd encouraged them to look for companies that have support network and reinforcements for their success, and to obviously find a Waymo car so that they can not have to worry where kids are on for an hour when you're parenting in a few years. >> Jeff: I love the intentional, it's such a great word. Inamarie, >> I'd like to imagine that I'm sitting across from a 25 year old woman of color. And what I would say is be authentically you and know that you belong in the organization that you are seeking and you were there because you have a unique perspective and a voice that needs to be heard. And don't try to be anything that you're not, be who you are and bring that voice and that perspective, because the company will be a better company, the management team will be a better management team, the workforce will be a better workforce when you belong, thrive and share that voice. >> I love that, I love that. That's why you're the Chief People Officer and not Human Resources Officer, cause people are not resources like steel and cars and this and that. All right, Jennifer, will go to you for the wrap. >> Oh my gosh, I can't follow that. But yes, I would say advocate for yourself and know your value. I think really understanding what you're worth and being willing to fight for that is critical. And I think it's something that women need to do more. >> Awesome, well again, I wish we could go all day, but I will let you get back to your very, very busy day jobs. Thank you for participating and sharing your insight. I think it's super helpful. And there and as we said at the beginning, there's no better example for young girls and young women than to see people like you in leadership roles and to hear your voices. So thank you for sharing. >> Thank you. >> All right. >> Thank you. >> Okay thank you. >> Thank you >> All right, so that was our diversity panel. I hope you enjoyed it, I sure did. I'm looking forward to chapter two. We'll get it scheduled as soon as we can. Thanks for watching. We'll see you next time. (upbeat music)

>> [Narrator] From the SiliconANGLE Media office in Boston, Massachusetts, it's theCUBE. (mellow electronic music) Now here's your host, Stu Miniman. >> Hi, I'm Stu Miniman, and welcome to theCUBE's Boston area studio. Gonna be having a different conversation today. We often talk about cloud and data and all the various technologies, and we're gonna talk about a different application of them in the customer experience base. And to help me to do that, thought leader in the space, Steve Papas, who's the senior vice president and chief marketing officer of Panviva. Steve, thanks so much for joining us. >> Thanks for having me, this is great. >> I go back in my roots, and my first job out of school, the company I started with, put everybody into customer support. There's no better way to kinda understand how something works and how people interact with technology as well as the product than taking those phone calls when something goes wrong in customer support. So I have a little bit of experience in the CX space, as I believe you call it these days. You know, watch from the technology space, the call centers, and all those kind, but, maybe start us out, when you say CX here in 2019, what's the scope, what are we talking about that, and we'll go from there. >> That's a great place to start, Stu, 'cause really when we're talking about customer experience, or CX as it's being known, we're really talking about what is the customer's experience when they're interacting with our organization or they're even transacting with our organization. So if you think about it, there's probably the three things that they could do with a company. They can either interact with them and get some information, maybe they're checking on a rate for a mortgage or looking for a car loan or getting claim information from their health insurer, or they're transacting, they're buying something, they're conveying some kind of a transaction together. Or there may be more of a back office approach to it, so that someone's operating on behalf of the customer. So when we think about all of those three dimensions, it's really about, was it frictionless, was it easy to do, did they get to the point where they felt delighted and they're willing to provide a reference or a testimonial because they're gushing because the experience was so good. They got what they needed and they're willing to tell people about it. >> Yeah, that's great. You see friction lists, it reminds me of what we talked for years about with cloud computing, talked about bringing joy and having authentic conversations. We've been talking for years about how social media and engagement should be. I have to think that the balance and interaction between people and machines and technology have to be a hot-button topic there. One of my favorite events that we did a few years ago was with MIT, talking about automation, are the robots going to take over everything? And what we know tends to work best is that there needs to be a balance of the robots, chatbots, whatever they are, and people. It can't be all of one, or even all of the other because it either get too costly, or the experience might not be optimal. >> Yeah, I think you're exactly right. I think all of those different things have their place. And if you think about it, it's kind of like the pie. You're adding pieces to the pie. So you're adding the chatbot as another method, or another medium that someone can interact with the organization, but it's not the be-all and end-all. There has to be a level of human aspect to a lot of things. I'll give you an example. You're not gonna call your hospital when you're feeling some chest pains, and want the chatbot to be on the other end. >> [Stu] Right. >> So there has to be, we have to temper what types of technology we use with what areas, and we have to be thinking about the customer. I always advocate, you always think about the customer at the center of the universe, and make sure the customer has a seat at every decision table. So when we're thinking about bringing technology into organizations, we have to think about, well, how does this make the customer's experience better? Does it help them? Does it make their interaction with us better? And overall, does that technology make the types of customers and lifetimes value increase for us as organizations? >> You hear a lot of organizations, I'm customer focused, you go read Jeff Bezos talks about, I need to be paranoid about my customer, I need to think about everything they're doing, because if they change and they leave us, what are we left with? Bring us into customer experience, what does that matter, how do we get beyond lip service, talking, yeah, it's great to listen to the customers but, I've gotta worry about my bottom line and my employees and stockholders and things like that. >> Sure, well today, if you think about customer service, good customer service, every company in the world is talking about it. That's the baseline now, right? That is where we begin, and we're moving up from there to a level of customer service. So if we're thinking about customer service as, it has to be good, but how do you get from that good to great scenario, it's how do we train our people, how do we make sure they're empowered to provide the customer with all they need, and give them a little bit of decision making power when it makes the difference of keeping that customer for life, and maybe their children and friends and relatives, or potentially losing them at that single interaction. So, when we're thinking about the bottom line, we always have to think that every interaction could be the last interaction. But also, every interaction's an opportunity to make that relationship better. So we have to think about that in terms of how we do things, as well as what technology surrounds that. And obviously, the negative side of customer experience is if we do it wrong, we're certainly losing, but if we do it right, it's exponentially better. >> I'm curious Steve, what your thoughts are, how do I measure that? In the B to B world we talk about the net promoter score, NPS, and we love it, and it's great when you see a high net promoter score, but when you understand the details and what goes under it, that's only part of the picture. And boy do I agree with you about, if you have that opportunity to talk to a customer and turn it around, uh, you know. If you spend any time in the space, it's great when somebody comes back and has something good to say, but if somebody comes and says something bad, it's usually only the tip of the iceberg. There's usually other people that can have it, and you have to take that opportunity to turn it into something good. So, metrics and, how do we measure whether we're doing good or bad in the space? >> Absolutely, well, the contact center itself is metriced to the nth degree anyway. Net promoter score is one dimension of how we have to looks at things. I'll tell you a story, that I recommend to every C-suite person that I interact with, and I'm a member of a lot of associations, that the best thing that they can do is spend time in the contact center. Double check into those calls. Not only is it the best focus group you can ever pay for, that you already have, but also it allows for a C-suite, whether it's a CEO or the Chief Operating Officer or the CFO it allows them to understand really how the interactions are happening between the customer as well as the organization. But it goes a step further. Not only do you measure the customer satisfaction levels, but you also need to measure your employee satisfaction levels that way too. Because having employees that have the tools necessary to provide the best service possible, as well as make sure that they have the training, they have the empowerment to do it. Once you have those things in place, I always say that the CEO and others in the C-suite should be listening to those calls to understand, does the employee have all the right tools to make that customer interaction better. And to extend that lifetime value or not. And that's one way, which is much more of a qualitative versus the metrics, but it's one that's missed all the time. And I have CEOs tell me time and time again, after they've done it, it was absolutely enlightening for them to say, I never saw that part of the business, from that vantage point. >> Steve, bring us inside those call centers a little bit. I've got a little bit of background, but it was often overworked, underappreciated, very much metrics-driven. There's the big thing on the wall, saying how long the average call's been waiting. Have you hit the number that you needed to do? Has it gotten better? What's it like in these environments today? Outsourcing was a big push for a number of years, what's it like in those call centers? >> Outsourcing is still a big thing. A lot of U.S. companies have started bringing some of the things back in-house too. When they found that the metrics might not have been there. But they're also holding their outsources to a higher standard, now. So they're providing not only the training, but what I'm seeing as far as trends, is that they're providing the how-to much better. They're realizing that having a single source of truth that your employees are using, your customers can access via self-service, as well as the outsourcer, is really the key to making all of this work so you have the portability of process much better. Now the call centers are getting much better because they're starting to move more onto the knowledge side as well as the process side. They're looking internal. It's not good enough for them to say, well, it's been working fine, right? It's now to the point with, how much better can we get it to work? How do we get to the last mile? How do we get to the point where these customers are willing and call back to say, hey, I had a great experience. So, we're finding that one of the keys was making sure the employees, the people on the front lines, have what they need the second that they need it. Not to pop their head over the cube, not to escalate to a help desk, right? Because that just increases the overall cost of a contact center. Not to be shuffling through papers, or flipping through the pages of a binder every few minutes. But giving them the tools that they need so that A. They know exactly what the process is, they can remain compliant with the process, they can navigate the myriad of applications that are open on the desktop, as well as know how to say the right things, they avoid saying the wrong things, and they don't come across as robotic. And that's one of the keys that is happening now. And we see that trend happening more and more in contact centers, and I probably walk in and out of 150 of them in a year, and see them from the inside. You know the one thing that I always look around in a contact center is, if there's lots of sticky notes around the monitors, if there's lots of binders on the desk and papers up on the cubes, there are process problems. There are opportunities to make that organization run a lot smoother on behalf of the customer. >> Steve, related to CX, one of the topics you've written about is Omnichannel. Maybe you can explain what that is, and what you're finding. >> Sure, so Omnichannel is really geared around how do we communicate with our customers, our partners, our dealers, our distributors, etc. So how do we communicate properly on any channel necessary that the customer wants? We always say that it used to be multichannel, right? We would have the telephone, we would have maybe the IVR is giving them directions and allowing them some information when they call in. But now customers want to be communicated with on Skype, or Slack, or Facebook Messenger, or Twitter or Instagram, or various other methods that are accessible to the consumer. The consumer has a lot of information as well as a lot of power at their fingertips now, that they probably didn't have, 10, 15 years ago. Now, the Omnichannel is really geared around creating a universal way of, of communicating with the customer where they want to be communicated with, and we say that's probably the best channel, is, what does the customer want, right? Where are they, so how do we get to them where they are? And to make that work there's technology involved. And also if we want to say, well how do we take care of our customers at 2:00 AM, maybe with a chatbot, so they can get some of the information that they need when they need it. It's all about time, right? The thing that we're trying to solve now is the problem of time. How do we make sure that we get the information into the hands of the person that needs it, whether it's our employee or our customer, or maybe our third-party dealers, distributors, etc. How do we get that information in a timely manner so that they can do something of action, of value? And that's really the key. So Omnichannel really is gearing around, how do we maintain all of those? But, some of the keys to it, and I wanna put those out there, is we have to curate content better. We have to look at the fact that, you don't write a procedure for the employee to speak over the phone the same way you're gonna write for Alexa as a virtual assistant, to be speaking out into the air. So we have to think about content curation as, what are the multiple versions of the same thing that need to be housed in one place? And then how do we orchestrate them at the moment of need? When Alexa does call in and says, I need information about your hours, that information and the version of that content has to be pushed in a sub-second method to go to the right channel at the right time, in the right format. >> That machine-to-machine discussion added a whole new dimension for a lot of companies. >> [Steve] Absolutely. To try to solve that. Great, give us, we're here towards the beginning of the year still, at 2019, give us a little bit look forward, what are the challenges, what are the things that are exciting you, as we look throughout this year. >> Sure. I think we're really looking forward to more companies understanding the customer. And by that I don't mean that they have to go through an entire customer journey mapping, but that is a good place to start. But at the end of the day, you have to make sure the operator 24 in Omaha, Nebraska knows the result of all that journey mapping. So there has to be a third dimension if you will, after you've done your analysis and your mapping, is how do they execute? On all of the stuff we've found in the customer journey mapping, how do they execute at that point, at that cold face of business happening, for the benefit of the customer, as well as for the employee satisfaction. So we're seeing that customer-centric conversations are increasing. By that I mean that companies are looking for, what are all the methods, the simple methods that we can incorporate today, which doesn't necessarily mean bringing in all kinds of technology, what are the methods that we can start bringing in to make our employees feel empowered around the whole customer experience paradigm. So, that I'm seeing, is happening. The other one is, as you referred to Jeff Bezos, whenever you have a decision in your company, and you've got the conference room table, put one chair over there and just put the name Customer on the chair, and allow the customer to have a decision. Allow the customer to have a seat at the decision table. And by that I mean that, always think, as you're making your moves in 2019 and 2020 and beyond, what does it mean to the customer? How is that going to affect the customer, and will it be positive for their experience? Those are the types of things that are getting real exciting, that companies are finally starting to look at those and they're not saying good enough is good enough anymore, and they're not looking at, well the whole operation is factored into the cost of doing business. They're all starting to say, how can we do better? And mostly the thing that's driving that is they have to get better at customer experience. Because if you think about it, price, everybody knows the price now, they can search for everything that they're shopping for, and they know who's got the same price, and pretty much there's an equilibrium on that. So, if price is one thing, and size and color and all of those things are similar, and all of the components of that are similar across the board, well what are companies starting to compete on? Companies in 2019 and 2020 are gonna start competing on the experience. So if you think about one of the best competitive advantages moving forward? Is, what is the experience that we give, over and above our competition. And that is so important, we're seeing the trends moving to that and honestly, that's what's really starts to excite me as companies are moving down this path. >> Steve, one of the things I know is that you've written a number of things on this topic. If people want to learn more about CX what are some of the resources they can go to? Which, not trying to pitch product from Panviva, but really thought leadership interface. >> We also work with a lot of thought leaders, and we only approach it from an educational perspective. Matter of fact, we just published a new e-book on customer experience. All the tips from ten industry leaders in customer experience, and that's available on our website, at Panviva.com. They can connect with me at Twitter @SXP01, or by email at spapas@panviva.com. And I'm happy to point them in the direction of any of these resources that fundamentally will help them start a workshop inside, and start the thought process of, how can we get better on behalf of the customer? >> Alright well, Steve, really appreciate you helping to educate our community a little bit more about the CX base and definitely do check out, either reach out to Steve directly, or check out the Panviva.com website to learn more. And be sure to check out thecube.net for all the upcoming shows as well as the archive of everything we have. If you go into the search box you can search on topic, company, or person, we've got the database of thousands of interviews we've done in the past. So, once again, I'm Stu Miniman, and thank you for watching The Cube. (electronic music)