>> Live from Orlando, Florida It's the que Covering Enterprise Connect twenty nineteen. Brought to you by five nine. >> Welcome to the Cube. Lisa Martin from Orlando. Lots going on on the keeps. That obviously is. You could just tell him with Student a man we're at Enterprise Connect twenty nineteen For Day two. You can hear all the buzz in the Expo Hall behind the hundred forty. Vendors exhibiting new products and services were joined by service. Now. Thank you, Subramanian had a product management and customer service funky. Welcome to the Cube. >> Thank you. >> So service. Now give us a little bit of info about your role and some of the announcements that have come out from this week. >> We'LL Absolutely, yeah, so So it's now. I think all of your family, I'd say one of the leading cloud software vendors are sore purposes. Digitizing work flows in the cloud, and we do that for various different parts of an enterprise like the workflow employees, experience and customers. My role in service now is I need the product management for one off our product of another business units, which is customer service management that is focused on providing companies with the tools and technologies required for them to provide a great customer experience for their end customers. So in that role, my responsible for defying the product vision, the roadmap on working with the engineering teams to release the product and capabilities that our customers love to use. >> So, Frankie, we we've heard in the keynote this morning we heard service. Now come up. Tell us a little bit about at the show Some of the partnerships you're working with on you know, it's pretty diverse spectrum of activities going on. So where service now has important place? >> Absolutely. So So it's not like you mentioned place in multiple different areas on DH. Helps enterprise deliver great employees in customer experience is so in that sense, this is a very properly it show for us to be at where we're connecting different parts of the organization to collaborate and to tell you a great experiences and deliver outcomes for employees and customers. Way have several of our partners, including five nine right here and you know, we partner on various different areas like collaboration is a key area. Focus for us and you heard us mention Microsoft keynote earlier today we partner with them on integrating their teams and other products with our product. Portfolio. Five nine actually serves a different part, different purpose for us, where they enable contact centers to operate optimally. And they connect that with our customer service management, which actually covered combines both the customer engagement aspects and the customer service on the customer workflow aspects that beeper white. >> Let's dig into that a little bit more, thank you, because the last day or so students have been talking a lot about the customer experience and table stakes for any business because, as consumers were, we're so empowered. Weaken churn easily. There's always another provider that's going to be able to deliver something, and if we're unhappy, we have that opportunity. So see, access table stakes. Talk to us about why companies should make customer service part of those table stakes. >> So absolutely, Yeah, so if you look at the evolution off, you know how customer. So this is evolved over several years, it started off as a key component of customer relationship management software and customer relationship started with managing the customer records, a customer data so that companies can make sense of who their customers are and how to >> sell them, served >> them optimally. The second stage of evolution added several engagement capabilities and the customer experience layer on top. So how do we make sense of all of this data and intelligence that we collected about customers to provide contextual personalize experience to those and customers by customer service is not just about engagement and experience, right? Ultimately, customers are looking for outcomes. They want their services to be delicate, uninterrupted. For them, things like that. And that is where way of looking at the third stage of evolution, if you will wear connecting that customer, engaged one of the customer experience layer with different parts of the organization that needs to work together on a single platform to be able to deliver effortless customer experiences and delivered to the results and the outcomes that your customers come to expect. >> Thank you. Wonder if you could drill down a little bit. Do you have a customer example you future of that? Or, you know, just some specifics, Understand? Is how we're cutting across silos, helping have the business actors the whole toe improve that customer experience? >> Absolutely, absolutely. I can mention a couple of names. I mean, be drink our own champagne. So we are our customer as well. So it's now uses our own software, our solutions to actually deliver customer service and customer experiences. One of the other customers, a reference customer for us, is nice. I believe they're probably at the show as well. And if you look at what they have done, they have been able to connect their cloud data center operations, the product organization, the product engineering and are in the organization on customer service on a single platform so that when customers report issues, they're able to reduce the effort for customers But great self service experience that contextualized personalized. They're able to identify issues and drive all the way to root, cause the resolution on then provide that information back to customers so that it's not just about answering questions faster. It's about reducing call volumes. It's about eliminating the root cause of the issue so that the next customer does not face that and then have to call you again. >> So in terms of that integration, it's critical right for all of the key constituents interacting with a customer tohave the data the right time to be able to make the right be empowered to make the right decision. But that integration is challenging example of maybe, uh, an old guard company that has to transform to stay relevant and to be competitive. How do they undergo that Those process And maybe it's more of a cultural change to facilitate that integration. So ultimately they can deliver that personalized customer experience. You're saying that one more we demand as consumers. >> Yeah. I mean, there are many examples, but I mean most off it actually starts with the realization that we need to transform right on with more and more services products getting enable through technology and technology forward services. That is not an option for companies anymore, so it really starts with the realization it starts with driving the change top down. A lot of it is really driving the change management throughout the organization. It involves identifying your customer journeys, mapping them out and identifying in a water they touch points. It also is a huge challenge for many customer service executives in a lot of those companies where they still are in that traditional mode of operation where they find it difficult to hold the other parts of the organization responsible. Right customer service is not an island. Customer service is not just a responsibility off a single department within the company. It is a thinking that needs to. It's a mindset that needs to actually get partly down to every part of the organization. So, really, for me, that is where it starts. And that is where I think organization started transplant. And then it's about, you know, deploying the right tools and technologies to really make it happen. >> So I think a couple of themes that we've been digging into out this show is how cloud and A I are transforming a lot of this space is I don't think we even need to talk about the cloud peace when it comes to service now, because because that is a given. But from an aye aye standpoint, where does Aye, aye and ml fit into the solutions that you're building. >> That's a great question. And you know, we cannot have a conversation about customer service, our enterprise collaboration without mentioning the eye there. So if you go back to what I said a little earlier about, you know the third phase of evolution where we are now able to connect the different parts of the company. Different parts of the process is on a single platform. A lot of that actually ends up providing a lot of insights. Right lot of data you need to convert those daytime too inside, and that is really where it comes in. And then you need to people the surface. Those insights at the right points of consumption to be able to eliminate reparative mundane tasks on to provide value added capabilities for agents and for customers because nobody wants to waste their time doing the same thing over and over again, right? If you talked about customer service agent, what they really feel excited about is the ability to serve the customers, not being able to write down tons of notes and capturing all the interaction details. So that's something that they have to do. So if we can help them with those aspects with with automation with intelligence, that is what makes them more productive. And ultimately that results in a direct impact on customer experience. Positive >> when you're out in the field talking with customers as I imagined as the head of product management. Ur where do you find service now? Coming in and kind of educating the customers on the opportunities and the enabler. Is that a I can deliver to them? Are they still sort of on the fence about this, or where are you from? Maybe a consul Tate of perspective, >> right? Right. No, I think we're past that face where people are kind of questioning relevance off area where I think they passed that stage. Everybody understands the value that it delivers in different points are different points of consumption for different people. I think we're at the stage where people are now trying to understand how fast they can move with this, how they can apply this, how they can adopt these technologies within. And this is where service now is trying to really be a an enabler in that process. Right? So we don't want a adoption on air initiative within a company to be a science project. We don't want it to be in somewhere somewhere in the back office with, you know, a number of you know, geek scientists and all that we really want to bring it to the forefront and the way we are doing that is by embedding AI capabilities directly into the experience on also by product izing a lot of those solutions so that our customers don't have to start from the very basics. So we're not asking our customers to go and define their own data sets and, you know, bring a number of data scientists to identify features and things like that. What we're saying is we have already done the heavy lifting for our customers way have identified key scenarios that we can enable that can be covered with the eye, your product izing that we're building that into our product directly on bring those innovations into the market. So if you just one more point Just earlier this month, March sixth actually be announced, our latest version ofthe our product that we released two in market. It's called the Madrid release on my release. If you go and look at it, it's packed with a lot of those innovations. For example, customer service were able to identify when a customer service agent is working on a case way. We're able to identify similar issues that other people might have already reported something that might be already resolved on. The agents completely used that information and resolve this particular case that they're working on, or being able to identify an issue that might be impacting made in multiple customers. >> Yeah, I wonder if you could give us a little bit insight as just a changing role of the agents and some of the stresses and strains on them. They're some concern is like Okay, wait, do your customers look at automation is something that will displace agents, make their lives better. And you know, how much do they worry about that agent age retention and how happy their agents are >> right? I think that's a huge priority for most customer service organizations. I would say it should be a priority for all customer service organizations. Reason is very simple, right? A lot of these simple, easy capabilities are offered through self service. As a customer, I'm sure you don't want to. Our first option will not be to pick up a phone and call and talk to an agent that be probably a few steps down. The line on that experience should definitely be enabled and should be easy. But when issues show about agents desk. They're much more complex than what it used to be. And the expectation is that, you know, I don't want to be handed over to somebody else. The last thing I want to hear is Oh, wait, let me hand, You know, an expert. So that's where these agents need to be up skills. They need to be empowered with tools and technology that I think the term that we hear Houston the industrious they need to be super agents, right? They're not the people who sit and answer calling and pass it on to an expert for the other people who can actually take a column is all the issue all at the same point at the first time engagement? >> And if I understand it, it's some of the solutions and products that you're helping to build that take that agent and give them their superpowers. >> Exactly. Exactly. Yeah, that's our goal. So we have interfaces that we actually design and build specifically for that persona, Andi augment several of those experiences with applications off area and technology on. We also never hit a lot of partnerships in that process. For example, the ability for an agent to seamlessly look at the call coming in to be able to identify who the customer is. What is the issue? They might be calling about previous interactions. I've seen all of that stuff in a single pane of glass and that are, you know, optimizing accidents. That's a priority for us. That is something that we take into our products. >> And how is it that that agents want to be trained these days? And one of the gentlemen in the customer panel this morning was talking about, I think, from Continental Eiji that they identified about twenty different ways that internal users, whether their agents don't want to be trained if it's send me an E mail should be a video sent you a YouTube link. What are you guys finding as you're looking at these different personas, any sort of no top five training mechanisms boiling up to the top that you are going to be consistently delivering? >> I mean training and ups. Killing is a huge priority, because if I just look at you now, how do we make an agent a super agent? They need to be provided with the right kind of trainings and upscaling opportunities. There are various different ways. I mean, I'm not probably an expert on the training methodologies itself. One thing that we can all realizes it has to be relevant. It has to be provided at the point of consumption. And it also should be something that is captured back today, that learning other than the knowledge that gets created in the process of researching and resolving an issue, it gets institutionalized, get actually put back into a system that is leveraged by everyone else in the organization. So those capabilities that I think should be important for everyone. >> Last question for you is we're here, it Enterprise connect. What are some of the exciting things that people can see and feel in touch with service now, at this event >> at this event. So first, I would say we have a boot way are showing our product demonstrations and you can talk to several SAR experts who are here at the end. Even I have a small speaking assignment later, later today. So I have a session that I will be talking at what you will actually see some of our latest innovations that were bringing to the market with the new release. So you will see how we can expand or extend the customer self service too. Not just there, but also the mobile. They're releasing that mobile capabilities for agents, which can also be explained about your customers. You will see a brand new agent interface that I just talked about. How we are packaging some of the intelligence machine learning capabilities into that. And you will also see a lot of our powerful workflow platform. You know how you can apply that for orchestrating? Optimizing process is >> a lot to learn. A lot of knowledge to be gleaned. Thank you. Thank you so much for joining me on the cute this afternoon. We appreciate your time. >> Thank you for talking to you >> or student a man. I am Lisa Martin. You're watching the Cube.