>> (announcer) Live from Las Vegas: It's the Cube covering service now knowledge 2018 brought to you by Service Now. >> Welcome back to Las Vegas, everybody. This is the Cube: the leader in live tech coverage. We go out to the events, and, we extract the signal from the noise. This is day 3 of Service Now Knowledge, k18. The hashtag is #Know18. I'm Dave Vellante with my co-host Jeff Frick. Chris Anderson is here she's the managing director of Delloit, running the telecommunications, media, and technology practice. Welcome to the cube, thanks for coming on. >> Thank you so much, glad to be here. >> So, Delloit, awesome company, we had some of your colleagues on earlier. You guys have deep industry expertise. Global scale, leading digital transformations. First of all, what's your role, and let's get into it. >> Sure, so, I work in, as you mentioned, RTMC practice, full of acronyms, right? Mostly focused in the telecom space, and I've been in the telecom space for about 20 years. I'm really driving large scale transformation of the operations: how do we make the business more effective, how do we improve the overall customer experience, right, and how do we make sure that as new technology comes online in tel-cos, that that's seamless to customers, and that they don't fell the disruption, if you will, right, of the large leaps that tel-cos are making. >> Well, so, help us understand the basics of tel-co, um, you've got cost per bit coming down, you got data growing like crazy, you have over the top providers just bogarding the network, tel-co infrastructure is fossilized, um, wow, You must have a lot to do. >> Well we all want to watch the basketball game as we walk from the floor, to our car, into the house right >> 24/7, right, so, major, major challenges, which is great opportunity for you and Delloit. >> Absolutely. >> But give us your perspective on the state of the state in the industry. >> Sure, so I think it's funny you say the basics of tel-co, 'cause I think that's the hard part about tel-co, is it's not really basic, like, everyone expects that communications are there real time, right, and there's always going to be, we'll call it tone, right, but I think now it's at a whole new level, right, I think the challenge now for tel-co is mobility, right, I mean the pace of mobility, right, the massive proliferation of devices right, and sensors that are all connected. And so I think that now, I think the basics of tel-co. the game has changed, right, tel-co used to be it's own vertical, right, and now. it's really its own horizontal, right, enabling smart health, smart cities, right, many other industries, and I think that's the challenge for tel-co, and, it's become the new basic, if you will, it's not just the network for dial tone, right, it's about a true enabler for industry, right, and communications in real time right across the board. >> So, tel-co, that's really interesting, how you positioned that, so, tel-co has a dual agenda. >> Yes. >> The horizontal technology platform, and maintaining the verticle, not getting disrupted, so can it, can tel-co pull off that dual agenda? >> I think it has to, right, because to the point verticle, it used to be that they were the straight line,right, they provided the service and they were directly linked to the end customer, right, and, now, there are lots of other content aggregators and providers in that space, and so it's getting harder and harder for tel-cos to really maintain connectivity to their end customer, right, so they've also got to be an important part of the value chain, right, and other businesses, so I think they have to do both in parallel to stay relevant, but I think that's what makes kind of an, part of our work with servicenow, and how it comes in is the focus on customer service management, right, and really the part about the network, right, is the critical underpinning for tel-co, but if you ask tel-co network people, they say that is the experience, right. That's how I get the experience, right, is the speed of the network, right. I can't have any latency, it's always available, right, for it to enable these mission critical, mission critical things. >> Amazing, and you have these things coming up like, 5G, and industrial internet of things, you know, and we, we did a nice piece with a company that had a remote operation of autonomous vehicle. So, you know, they're driving the car from the office while we're in the car. Business case being take care of the edge cases on autonomous vehicles, so, latency becomes a really important thing with car brakes, and these things, so the opportunity and the challenges are only going to grow with this kind of next big leap that we're going to see built up around the 5G capability. >> Yeah, I think the move to 5G will be transformational, for the industry, right? And, really, 'cause now, you know, you expect your communications to work but you get frustrated, like, if your phone doesn't work, or your internet's not working, you just get frustrated, right, if your autonomous, you know, self driving vehicle is not working, right, or you've got a mission critical device, right, helping your heart beat, right, those are, those are different things, right, in a kind mission criticality that I think 5G introduces the potential for, right, will really change the game, right, but also makes it critical that you understand that full path of the network connectivity, and the services to the customer, right, 'cause if you're not in control of that full path to delivery there's no way to guarantee, right, the mission criticality that 5G` can deliver on. >> Right, so Chris, how does your work, um, what's your focus with the tel-cos? How does it intersect with what you're doing with service now, and how does it ultimately benefit consumers? >> Sure, so my focus, really, in the tel-co space has been in, in what tel-cos call "BSS",right, which are business support systems, or really, the front office. So, from, you know, helping customers from, the time of quoting, right, or ordering services, all the way through to fulfillment and delivery of them, right, I think that's the intersection, really, that is important to us with servicenow, right, our work with servicenow, to date, like many organizations, has been kind of in the IT service management space, HR, more on the enterprise, right, but not truly the heart of the business, right, and where we're really focused is, you know, working with servicenow to bring them into the heart of the business of tel-cos, right, and really change the game, right, I think one of the hot, one of the benefits in what I do, which is large scale transformation, most of these take years, right, two to three years before customers see any benefit of transition from one platform to another, right, and we've already been able to do some work with servicenow right, and our partnership, that you can see the benefit in months, right with a lot less risk, so it's really kind of taking the long term experience that I've had with the traditional industry players, right, and creating agility, right, and transformation from taking that from years to months, right, reducing the risk profile, right, and really creating an amazing experience across the value chain. >> Great benefits Dave: less risk and faster. >> Well, well, so I want to bring that back to sort of what we were talking about earlier: I mentioned the over top, top providers, when I think about my experience with interacting with, Netflix for example, I don't talk to their sales department, or their customer service department or their maintenance. I just interact with Netflix. Is that the vision for where you're trying to take tel-cos? >> I think it's part of it, right? 'Cause to your point, if the service I'm getting, works like it should, I don't want to talk to anybody. Right, like, I think that historically, we think of customer service and customer service management as I call somebody and how do they help me. Right, and I think the next generation of good service is how do I make sure they don't need to call me. >> No calls. >> Right, no calls, right, how does this work, and how do I stay on top of it, and I understand anything that might be degrading the experience and I get my arms around that, and so I think the new generation of customer service management is understanding, right, those things and kind of having a full and immediate view, and being able to take action quickly, and I think the kind of customer service management solution is important. We've been building out what we're calling an end to end service assurance solution ,right, with the servicenow team, and that really lets us look at from the time that an issue is detected, which could be customer degrading, all the way through to resolution. Right, to be able to own that path right to closure right, and really have real time visibility, and the ability to act and the ability to see those metrics and really manage your business real time. >> Well we hear that all the time: going from kind of a historical look at data, and reacting to being a little bit more, um, predictive, but then ultimately being more prescriptive, so you're, you see, you see, the development of the problem before the problem becomes a big problem. >> And I think that that is the future of customer service, and its going to be critical, right, as we pivot to 5G and we've got mission critical services running on that network that we really get this right, so. >> How about the event here, um, what are your takeaways? You're hearing a lot about what I call machine intelligence, AI, um Dev Ops, I mean all kinds of cool tech going around, but what's resonating with you Chris? >> So, probably say the opposite of what everyone's saying so I hear that but like we spent a little bit of time with a client yesterday right and we were talking about machine learning and artificial intelligence, and they say okay that's great so I can, you know, how do I take the emails that come from somebody written in a third language trying to write them in english, and what's the challenge of how do I get artificial intelligence to figure out what that issue is, and go act on it right, and so I think, I think these technologies are exciting, but I think we also have to pay a lot of attention to the basics right and not think that there is a shortcut right to providing the service and the mission criticality so to me I still think in terms of really enabling the front office that they're early days I think its certainly worth the investment but I think part of it is just looking critically at the business remember that the service and the service levels right are really driving right and we keep pushing the technology to catch up but I'm I would not I haven't seen a lot of tel-cos in the front office where experience is concerned be early adopters because that's the least the last risk that you want to take. >> But that's a great example, though, because that's a very specific use case where you would like to see more intelligence applied, and I think that's really the key as well where can we get the value as opposed to a generic dead smart person named thing that kind of exists, right, here is a specific problem, can we use AI and machine learning to help us solve that specific problem. >> Because what we, I think what we know is that if I have a sensor on a device and it picks up an issue I can start acting on that immediately, right, the ones that are much harder to act on are the ones that people report and then have to be translated right to figure out the action that needs to be taken but guess what there's still the same SOA attached to it right so how do I really advance you know artificial intelligence to really be able to move that forward in a much faster and reliable way right to the point where businesses will take a bet on it, so >> Alright we'll give you the last word Chris what should we know about, you know Delloit, kind of a bumper sticker, um, you know, your servicenow practice and tel-co what's your take-aways? >> So, um, I think, I think the magic, right, of the partnership and where we're really trying to take it is the fusion of our truly deep industry experience right and folks that have been in and around for 20 years, and using the servicenow solution in new ways right, and really again bringing it to the core of the value chain right, and, and frankly disrupting a lot of the industry solutions that have been out there that have gotten quite set in their ways like we see so many of our clients that don't have good answers right then they're paralyzed right trying to look at all the solutions that are there, and not finding anything that they like, and I think that's the magic that we're trying to bring to the partnership and really disrupt the game. >> Awesome. Well thanks for coming. Thank you I appreciate it guys. >> Alright keep it right there everybody listen you want to go to a couple of resources I want to give you for some great free content go to theCube.net, you'll see all the videos here, go to youtube.com/siliconangle subscribe to that channel, get notified of all the action we're at all the shows um siliconeangle.com for all the news wikibomb.com is a research site so check those out keep it right there everybody well be back with our next guest right after this short break.