Matthew Roberts – InFocus Blog | Dell EMC Services https://infocus.dellemc.com DELL EMC Global Services Blog Fri, 18 Jan 2019 17:16:10 +0000 en-US hourly 1 https://wordpress.org/?v=4.9.7 Trends Impacting Digital Workplace Strategies https://infocus.dellemc.com/matthew_roberts/trends-impacting-digital-workplace-strategies/ https://infocus.dellemc.com/matthew_roberts/trends-impacting-digital-workplace-strategies/#respond Tue, 15 Jan 2019 10:00:07 +0000 https://infocus.dellemc.com/?p=37272 Technologies such as machine learning, bots, virtual personal assistants, augmented reality and virtual reality are being leveraged in the consumer world to enrich experiences and adapt based on preferences and behaviors. Organizations likely already have teams and solutions in place for things like digital workplace portals, unified communications, content management, etc. However, there are emerging […]

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Technologies such as machine learning, bots, virtual personal assistants, augmented reality and virtual reality are being leveraged in the consumer world to enrich experiences and adapt based on preferences and behaviors. Organizations likely already have teams and solutions in place for things like digital workplace portals, unified communications, content management, etc. However, there are emerging technologies in the consumer world that are already starting to make their way into the enterprise workplace. Some of these are quickly gaining maturity in their application for real-world use cases while others are at the beginning of the adoption curve. Let’s explore some of the use cases and target scenarios where these technologies are being applied.

Machine Learning

The self-driving car is all about writing software to teach the car how to drive itself. Underpinning that is machine learning based upon telemetry provided by sensors and cameras. The smart thermostat uses machine learning and sensors to determine when you’re home and when you’re not to set the desired temperature for your house.

So how can this be applied in the enterprise? Machine learning is one of the most broadly applicable technologies that can be applied to almost anything.  Within enterprise organizations, machine learning techniques are being embedded in apps and platforms – promising to make them smarter and more relevant to workers. For example:

  • Dell Client Command Suite proactively provides personalized suggestions and recommendations based upon an individuals’ (and their colleagues’) interactions and behaviors in the context of Microsoft Office 365.
  • Dell Client Command Suite uses machine learning to notice patterns of problems that workers are facing with their PCs to help improve support and over time deliver self-healing.
  • Big Data – The collection, storage, processing, and analysis of the organizations’ data is at the heart of Machine Learning. These machines can only learn if there are mountains of data to analyze so patterns can be determined, and actions can be taken.

Bots

Bots have become prevalent in the consumer world, most notably in the messaging and chat industry. We now see most major companies deploying bots to represent their brand and interact with consumers directly within chat platforms such as Apple iMessage, Facebook Messenger, SnapChat and others.

Organizations are looking at bots and robotic process automation for areas such as knowledge management, application integration and personal productivity boosters. Bots range from the mundane “if this, then do that” to the more complex with the ability to answer questions from integrated platforms (HR, CRM, ERP, etc.) on demand. Some bots even do these things automatically, without the worker asking for the information.

  • Travel and Expense Support – When a charge hits a workers corporate card, a bot could create a corresponding expense report and entry item.
  • Desktop Support – Bots that attempt to answer and solve problems for workers, using machine learning and available support content.
  • Microsoft Teams – Workers can leverage bots to retrieve data, tasks and notifications from a variety of platforms and in turn make business decisions on where to focus their time.
  • Microsoft Dynamics 365 for Sales and Customer Service – Customer service departments can utilize bots to deflect routine questions, promote self-service and free up agents to focus on areas where they are more effective.

Virtual Personal Assistants (VPAs)

In the consumer world, Amazon, Google and Apple, among others, all create voice enabled smart home devices that allow us to control our homes through voice activated commands. Apple, Google and Microsoft have had virtual personal assistants embedded in our devices and operating systems for years that similarly allow us to control those devices and accomplish tasks such as researching questions on the internet, making a call, sending a messaging, etc. Consumers use VPAs in their personal lives to answer questions, accomplish tasks and control the environment.

VPAs are an emerging technology for enterprise organizations. The enterprise workforce wants a consumer-like experience at work. They want the same capabilities and more, such as accomplish tasks, manage priorities, and control their surroundings. They’d like voice capabilities in their workplace for issuing commands and making suggestions to help them find information. Organizations are connecting their key content platforms with VPAs to accelerate the speed and ease which workers can access enterprise data and content (CRM, ERP, intranet, HR). Some examples are:

  • A worker could use the Cortana VPA within Microsoft Windows 10 to ask her to retrieve the latest travel expense and policy document. In this case Cortana would have to be connected to the organizations intranet or HR portal to be able to retrieve that on behalf of the worker. The benefit should be obvious – the worker wasn’t required to launch a browser and navigate to a portal, they simply had to ask a question.
  • Workers could use the Siri VPA on an iPhone to tell them when their next meeting is scheduled and what the meeting is about.
  • Organizations that tie Google Assistant into their CRM data would allow sales people access their latest sales forecast for the quarter.

Augmented Reality (AR) and Virtual Reality (VR)

The possibilities are endless with The Growing Demand for AR/VR in the Workplace (by Daniel Newman, Principal Analyst for Futurum Research), promising to bring collaboration, training, demos, marketing and more to new heights. Consider the productivity gains if workers could engage and collaborate with colleagues around the globe as if they were together in the same room, or train in environments that are difficult, if not impossible to reproduce, where they can do no harm.

  • Enterprise organizations can enable more engaging meetings with remote workers by enhancing existing meetings with virtual reality. It holds the promise of making virtual meetings more immersive and analogous to meeting in person.
  • For training scenarios, VR can be used to teach a safety officer how to respond to a simulated chemical spill. Another training scenario using AR could be used to enhance CPR training manikins where it appears to be lifelike.
  • AR is starting to work its way into scenarios such as product design, where a designer can interact with prototypes and ideas in a simulated 3-D space at their fingertips.

Summary

With these emerging trends, organizations have decisions to make about where to invest.  Do they go the path of niche solutions that support specialized needs, deploy pre-integrated platforms and ecosystems (that may not yet have all the capabilities) or employ a multi-layered strategy which could be a combination of both? Whichever path is chosen, organizations should consider employing automation and intelligence to deliver a better experience for their workers and allow them to do their jobs more efficiently.

Dell EMC Consulting Services can help with embedding automation and intelligence enablement tools into your ecosystem, contact your Dell EMC Sales Representative to learn more.

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Empower the Workforce with Personalized Experiences (Infographic) https://infocus.dellemc.com/matthew_roberts/empower-the-workforce-with-personalized-experiences-infographic/ https://infocus.dellemc.com/matthew_roberts/empower-the-workforce-with-personalized-experiences-infographic/#comments Thu, 13 Dec 2018 11:30:46 +0000 https://infocus.dellemc.com/?p=37090 Workers want their work experiences to take a page from the consumer world with rich features and functionality that are personalized and super easy to use. The line is blurring between which tools are used at work and at home. It’s no longer of a matter of “good enough”. Enrich Worker Experiences or Risk Losing Talent […]

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Workers want their work experiences to take a page from the consumer world with rich features and functionality that are personalized and super easy to use. The line is blurring between which tools are used at work and at home. It’s no longer of a matter of “good enough”.

Enrich Worker Experiences or Risk Losing Talent

A new generation of digital natives is poised to step into the workplace, Gen Z – born in the mid-1990s and beyond. According to the study Gen Z: The Future Has Arrived, 91% of Gen Zers, say the technology offered by an employer would be a factor in choosing among similar job offers. The trend is clear – delivering a unique and productive worker experience is becoming essential. To attract and retain talent, organizations must create a better work experience.

4 Tools and Techniques to Create Change

  • Personas are the foundation of workforce transformation
  • Leverage robust worker profile data to create personalized experiences
  • Enterprise user experience applies consumer techniques to enterprise applications
  • Focus on adoption and change management for long term rewards

Read examples of what good looks like in real-world solutions, by viewing our new eBook ‘Empower the Workforce with consumer-grade, personalized experiences

 

 

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4 Tools and Techniques to Create Change and Empower the Workforce with Personalized Experiences (eBook) https://infocus.dellemc.com/matthew_roberts/4-tools-techniques-empower-workforce-with-personalized-experiences-ebook/ https://infocus.dellemc.com/matthew_roberts/4-tools-techniques-empower-workforce-with-personalized-experiences-ebook/#respond Thu, 13 Dec 2018 11:30:43 +0000 https://infocus.dellemc.com/?p=37081 Workers want their work experiences to take a page from the consumer world with rich features and functionality that are personalized and super easy to use. The line is blurring between which tools are used at work and at home. It’s no longer of a matter of “good enough.. Enrich Worker Experiences or Risk Losing […]

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Workers want their work experiences to take a page from the consumer world with rich features and functionality that are personalized and super easy to use. The line is blurring between which tools are used at work and at home. It’s no longer of a matter of “good enough..

Enrich Worker Experiences or Risk Losing Talent

A new generation of digital natives is poised to step into the workplace, Gen Z – born in the mid-1990s and beyond.  According to the study Gen Z: The Future Has Arrived, 91% of Gen Zers, say the technology offered by an employer would be a factor in choosing among similar job offers. The trend is clear – delivering a unique and productive worker experience is becoming essential. To attract and retain talent, organizations must create a better work experience.

Machine learning, bots, interactive voice and virtual personal assistants, augmented reality and virtual reality are key technologies being leveraged in the consumer world to enrich experiences and adapt content based on preferences and behaviors. These same consumer trends are now emerging in the digital workplace as well as new ways to make workers productive. The objective – make it easier for workers to do their jobs with the list amount of friction. Learn more about our perspective, download the eBook ‘Empower the workforce with consumer-grade, personalized experiences‘.

Tools and Techniques to Create Change

Personas are the foundation of workforce transformation – Understanding the workforce is the first step to deciding how to deliver truly impactful worker experiences.  Start by segmenting workers into clearly defined groups. Determine the exact experiences, services and support each group requires, to deliver the right solutions and options. Define these groups by using a combination of robust data collection, desk-side observation, focus groups, interviews and analysis.

Leverage robust worker profile data to create personalized experiences – Too often organizations use a one size fits all, “take it or leave it” approach; which to their detriment impacts worker productivity and innovation. What’s missing is a focus on personalization.  The workers’ profile is the basis for providing a personalized experience. Apps workers use should understand who they are (key attributes), what they care about (role) and their organization.

Click on the infographic to view in full size.

Enterprise user experience applies consumer techniques to enterprise applications – Organizations have done a lot to consolidate and standardize platforms and applications in the workplace, however they remain largely inflexible and often don’t deliver the experience or value workers require. While features are important, the experience is equally as important and often an after-thought or not considered at all. Given enterprise applications are accessed by a variety of personas, the ideal scenario is to minimize the applications’ complexity with a well thought out experience.

Focus on adoption and change management for long term rewards – Moving to a new way of doing business is a cultural change for the organization. A comprehensive, persona-driven approach to driving change and adoption allows targeted and tailored awareness, communications, education, governance and help assets to be more effective. A persona-driven model will better position organizations to reap the rewards and benefits of a more productive, happier workforce.

Examples of what good looks like in real-world solutions – Transforming the worker experience starts with having the vision to see beyond what’s always been done.  The examples below illustrate the art of the possible, when old ways of thinking are abandoned.

  • A Productive Intranet – Empower the workforce by aggregating and connecting content, notifications and data from different tools and platforms into one cohesive experience. Move away from one-way communications to personalized interactions for finding information quickly.
  • Dynamic Team Collaboration – Evolve from document-centric sharing repositories and email-based communications to persistent chat-centric team workspaces. Workers want tools and digital workspaces that allow them to collaborate with colleagues from anywhere, at any time.
  • A Self-Service IT Experience – Break down the barriers between the workforce and IT with a robust marketplace and ecosystem of self-service designed to change the focus from opening tickets with IT, to delivering the outcomes workers want. Designed from the workers point of view, it delivers an intuitive experience and elevates IT sentiment – all while IT maintains control behind the scenes.
  • Empower Development Teams – Enterprise developers are often the backbone of digital business. These unique personas require a specialized, developer-obsessed section of the IT portal that focuses on delivering what they need – primarily because they prefer APIs and pipelines to get what they need. Deliver project-ready compute resources and DevOps tool chain integrations on-demand along with persona-based dashboards to maximize team productivity.
  • Enable Smarter Selling – Arm sales teams with intelligently tailored CRM tools and connected collaboration experiences to help them sell more effectively. When done right, this frees them to better engage customers, foster relationships through authentic, personal engagements, build trust and grow revenue. A personalized CRM solution can make the difference between a sales process the field struggles with or one that helps them achieve new heights of productivity.

Helping organizations transform to create lasting change – If you’d like to understand our perspective in more detail download our eBook ‘Empower the workforce with consumer-grade, personalized experiences‘.

Summary

At Dell EMC, we believe every organization needs to adapt to the changing expectations of the workforce to compete in the modern economy. Dell EMC Consulting Services can help. Our workforce transformation consulting practice has deep industry expertise designing and delivering modern, consumer-grade experiences. We have a diverse team with a mix of specialized skills to help organizations with services such as personas and enterprise UX, end-user computing, team collaboration, enterprise business apps and custom digital hubs and portals.

Contact your Dell EMC Sales Representative to learn how we can help you empower your workforce with consumer-grade personalized experiences to unlock creativity and collaborate in new, innovative ways.

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Developers Are Important – Their User Experience Matters! https://infocus.dellemc.com/matthew_roberts/developers-important-user-experience-matters/ https://infocus.dellemc.com/matthew_roberts/developers-important-user-experience-matters/#comments Tue, 10 Apr 2018 09:00:47 +0000 https://infocus.dellemc.com/?p=34675 Development teams and enterprise IT teams are often at loggerheads with one another, not because they can’t get along, but because their goals and objectives are sometimes misaligned. Enterprise IT aka the “Resource Police” Ask developers and they’ll say they just want an API so they never have to talk to anyone in IT.  Why?  […]

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Development teams and enterprise IT teams are often at loggerheads with one another, not because they can’t get along, but because their goals and objectives are sometimes misaligned.

Enterprise IT aka the “Resource Police”

Ask developers and they’ll say they just want an API so they never have to talk to anyone in IT.  Why?  Because they just want to write code and they’re frustrated with their current experience and bureaucracy.  From the developers’ point of view, enterprise IT are the “resource police”, taxing them with slow, out of date processes and procedures, impacting their drive to write code and create value for the business in new and creative ways, in the fastest time possible.   But for the enterprise IT team, it’s just not practical to hand over APIs for everything that developers want.  They recognize the need to support the development teams, yet their goals and objectives drive them to ensure security, control, resiliency and lifecycle management of resources through ticketing – which are often the very processes that tend to slow the developers down.

So in a way, the developers are right!

The Heart of Digital Business

Solving this dilemma takes a bit of a twist on thinking.  Watch any commercial on TV and you can’t help see a common theme from insurance companies, to hotels, buying a car, applying for a loan and more.   There’s a huge focus on making it extremely easy for customers to get what they want in the fastest time possible.

So why should developers be any different? They’re internal customers after all and developers are at the very heart of how these organizations are delivering these cool user experience focused apps, iterating quickly to add new features and capabilities.   In the modern digital economy, developers are essential to how companies are differentiating their value in the market.

Here’s where the twist comes in.  Enterprise IT needs to think about solving this dilemma from the developers’ point of view – figure out how to give them the best experience possible, period!   Now this doesn’t mean a catalog and ticketing portal where they answer 20 questions or fill out all kinds of forms for the IT team.   That makes it easy for the IT team, not the development team.

So What Does ‘Good’ Look Like?  

We believe our customers need to deliver a modern development productivity hub to address these challenges. Our expertise leads us to these key tenets for delivering this developer obsessed experience:

  • Change the focus from requesting and ordering stuff in a catalog to helping developers start working on their project in the fastest time possible. Let me use an analogy: shift from asking developers to order ingredients and bake their own cake to just letting them order cake – or eat cake, if they like!
  • Enterprise IT needs to deliver a CI/CD pipeline which provisions environments, installs and configures all necessary software, establishes connections to the DevOps toolchain and is permissioned and ready for the developer to start working.
  • Behind the scenes (invisible to the development team of course), the IT team can still organize their services in catalogs, enforce operational policies, issue tickets for tracking progress and update their CMDBs, while providing additional orchestration in order to deliver the experience developers want.
  • Deliver persona-based dashboards that aggregate data from the entire toolchain to provide all stakeholders with visibility into the status and progress of every aspect of the development lifecycle, eliminating the need for a myriad of emails, meetings and constant nagging of the developers.
  • All of this needs to be done with a consumer-grade, mobile-enabled experience – fast and simple – from the development teams’ point of view.

Reality Check, Please

But will this make the enterprise IT teams’ life a living hell to manage? Not at all.

The IT team still has the control they need, while delighting the development team. There’s no more hesitation from the development team to give up resources because they know they can get them again quickly. The IT team can enforce strict lifecycle management, which helps them meet their security, patching and operational objectives, but not at the expense of the developers’ experience. The IT team has happy, productive developers, while at the same time they gain visibility into real resource usage and the demand for automating and integrating the toolchain. This makes it easier for the IT team to plan and deliver even better experiences for the development team.

Does this sound like nirvana to you? Something unattainable in the real world? Well, it’s not.

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