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Citrix Synergy TV - SYN101 - Citrix virtual assistant and productivity analytics

Omar ElNaggar
Director of Product Management at Citrix
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Citrix Synergy Atlanta 2019
May 21 2019, Atlanta, GA, United States
Citrix Synergy Atlanta 2019
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Citrix Synergy TV - SYN101 - Citrix virtual assistant and productivity analytics
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About speakers

Technologist focused on driving software products to augment, drive, and manage work experiences. Work history including trading, developing, and managing an organization established a unique perspective for creating context specific solutions. Built an event-driven, multi-device micro app interface at Sapho, and then drove its acquisition by Citrix to define the Future of Work.
• Proven track record of delivering successful products in new as well as established markets
• Proficient in collaborating with cross-functional teams through complete product life cycle from conception to delivery
• Ability to develop effective roadmaps by identifying market trends and balancing business opportunities with technical constraints
• Expertise in building and mentoring efficient teams
• Exceptional communication skills, passionate and driven with a ‘get things done’ attitude

About the talk

Topic: IT

This session will focus on new capabilities in Citrix Analytics to help deliver superior user experiences. Learn how the new virtual assistant will help find information, perform tasks and automate work to improve user productivity. Productivity analytics will help prioritize, customize and contextualize work to help users get things done more efficiently.Note: This session will be live-streamed during the event and available for on-demand viewing post-event on Citrix Synergy TV.

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Well, thanks for your time. I'm up guitar Madhuri Citrix for about 6 years. 00:04 I'm now responsible for putting intelligence in the intelligent experience. I'm honest most of the time 00:13 lyrics on the initiatives here. Great, and my name is Omar on the car. And I was actually one of the first customers of our Minecraft technology when 00:23 I was running Rita going to come in for a hedge fund staff. I was a director of product to finish the mission and I got to tell you much more fun 00:31

being a customer rather than the vendor, but thankfully I've been a part of all of our customer experiences from when we get the vision through to a 00:39 successful Enterprise software startup and now here is Citrix or going to scale Solutions billion users. really quickly on the disclaimer for what we 00:46 say here, so Great. Well, when do you three things today? The first day is I want to start off with some of the key Concepts they were 00:55 talking about and then quitar is going to take it away and and tell you about how we like those without a virtual assistant psychology and I'm going 01:05

to wrap it up by showing you how to prepare lettuce can help you describe the value of the solution to decision-makers, but really, what are we talkin 01:12 about when we were referring to a my crap and in my mind's eye my crap is a streamlined use case from a complexed Enterprise application. So whenever 01:20 trying to rebuild all the functionality of the complex system like Salesforce, we're just trying to figure out what's the best possible way that we 01:29 can notify end-users about something like Ali being assigned to them, or maybe they want to go and request PTO from a system like workday or create 01:36

new expense report from concur or submit a help that thing at the service now, we want to figure out the easiest possible way to achieve those tasks 01:43 and the beautiful thing about our architecture is that we want you to be able to consume those on n e n Pointe at the table by the work space and it 01:50 could be the workspace app itself or could be I like myself teams and we're going to talk about later today is how you can actually use a natural 01:58 language interface to interact with these Mike wraps. Let's go and take one more look at that end user experience that you saw a bit of in a keynote 02:05

demo today. So here we're looking at a work space for Pepper Potts the VP of sales for Stark Industries. And the first thing 02:14 I start off with is this is just work space right? I can still come over here and pepper can launcher managed desktop if she needs to do any really 02:24 intense of knowledge work, but we want to rethink some of her work clothes in terms of these micrographs and they're really two kinds of micro the 02:32 first event ribbon-like wraps and we see here in the middle of the screen at the top of her activity feed is a new course available for registration 02:42

for more sap successfactors back. And now we've already figured out that this course is relevant to Pepper. She's been trying to improve her 02:50 leadership skills. So now we're going to offer her discourse leaving a global environment and the mic rap is not allowed her to click into this card. 02:57 See if you more details on the course and then click this button right here to register for that course without ever having to launch successfactors. 03:04 Remember her login navigate to the new courses and then decide to take This is what we refer to when we're talking about streamlined work clothes and 03:12

we think we can do it for anything. So pepper actually needs to requesting PTO so she comes over here and fix this and we don't want to have to learn 03:21 the complexities of my work day to do a simple task. We want to present her with the minimum amount of information required for her to make a 03:29 decision. She wants to see how many days she has left this year. She wants to come here and I put the dates of a trip and put a reason going to Bali 03:37 with Tony. Energy quick set cement one of the bottom of the page and is done right? She's achieved that task in a very very short amount of time. 03:46

And that's the idea. We want you to think about reconfiguring your work clothes to be as easy as possible. So the next car in her feet is a new 03:55 expense report for approval Cancun for Concur and she knows that Gina has been working on this project the expense amount of three hundred bucks. I 04:04 can take care of it in one click right in two seconds you able to take care of something that might take her three to five minutes in at source 04:12 application and not every use case is going to be that easy. The next card. Her feet is a new contract for approval for 12 million dollars from 04:19

Salesforce. Remember this is workspace. So if pepper needed to she could go and launch Salesforce using Citrix access control and he says SSO right 04:27 at Salesforce where the experience of protected with a watermark and no copy and paste but let's see if we can figure out how to make the mic rap 04:37 sufficient. Is it going to discard she's going to see a list of all the information that we think is relevant for her to make a decision. She's 04:44 already been involved in this deal the whole time. So really all she wants to do is make sure these why not his match up and is capable. Hey not a 04:52

proven. It's up to our administrators to determine what's appropriate for our users to do in what context but we think that if you reconfigure these 04:58 work clothes for my crafts, you can make your employees more productive. So again, this work space has all the functionality of Citrix files over here 05:07 if you want to launch this, but let's try to rethink that works though. The card no fee that's asking her to comment on the stock sales presentation 05:13 and when she clicks on that it's a launch District files right here in the workspace, or she can drop a comment in and be done with a task. Now before 05:20

I mentioned that one of the important things about my crops is that they can be consumed on any endpoint and the one that comes up first and always is 05:30 mobile every bit of this my crap functionality that you see here is available to your users on a mobile device so that they coming see details get out 05:37 of here and take action and this is great for pepper because now she's going in between meetings. She can actually take care of these tasks. But when 05:46 we think about rethinking a workflow, it's not just about making it available from a new endpoint here. We have the car in her feed for my Cooper join 05:55

her team now, this is something where you might have a hundred emails that the 25 people who are going to be enough reply-all and somebody had a 06:03 thousand emails created in boxes and has shown us that for these events is make it so people can show their support hit dislike button and move on 06:12 but that's just one step of the process. That's a pepper wants to get more information on Maya instead of forcing her to find whatever application is 06:22 driving her company directory. Let's make it to that are virtual assistants technology allows her to come in here and type in natural language. Who is 06:30

Maya Cooper And consume that my crap in a different form factor have that information delivered to Pepper and we're not 06:38 just making it available in the Citrix workspace. All of these my crafts are going to be available to you in contact like Microsoft teams when I get 06:48 interactive that virtuous in the same way and come in here and say something like you might Spencerport. And allow the Citrix virtual assistant to 06:56 come in and return the information from that my crap to me in this context. Thanks, Omar. 07:05

Before I dive into virtual assistant just a quick show of hands. How many of you used what assistant like smart speaker Alexa? 07:15 How many of you used in the context of work? Spot last night. So the goal for decreased water resistant is 07:26 to bring the same capabilities to work where you can talk to the watch assistant our chat with the workers tend to 07:35 ask questions and get the work done. Hopefully we can do it far better and with better experience. Let me think of. 07:45

The water resistant the key goals are same as what is that out for the workspace experience? The main concept 07:56 is that we want to eliminate the users from having to switch to different applications or learn different applications. So you think of what a 08:06 marshall said? Yes for a power user can log into a native application. But if you just want to get a specific task done and you can do some more 08:15 efficiently with a microchip experience, but then what if we push the envelope and say why can't you get the same thing down throw? What does it stand 08:24

where you can use them as a language to ask a question just as you would ask a colleague or your assistant. I'm so keeping that in mind. 08:32 We want to make sure that everything that you get from a workplace experience perspective can be consumed to their natural language whether it is 08:41 wiser or charge. When we think of the what is the stand at least my mind there are many many things to consider 08:49 but there are four aspects of it that gives the broad scope of what is the potential function of you're talking about. The first day is one of the key 08:58

aspects of the what does a sentence of what stop you can do. So for example, can you ask questions? Can you get it to do some work and so on 09:07 then the other aspect is the interfaces where from where can you consume the water system obviously work spaces and Obvious definition. But as a 09:16 model showing can you consume that from teams are flags or if you have Alexa in the mix, can you talk to Alexa and at least get some of those 09:26 capabilities through Alexa? Dental code inspector is integration. What are all the applications that the worst president can connect in the back and 09:35

to be able to support the user and then finally the intelligence part of it. So how do you actually make the experience a lot more seamless? 09:44 Obviously, you can build a store bought and there are some useful box out there where you can have some rules if the user is asking does do this but 09:52 eventually that experience a break down and you need to bring in the motor of the AI. / ml Technologies to make it more intelligent to 10:02 make the experience local seamless. Philip double click on each of those who understand at least what is the scope for the city of social assistant? 10:12

Now in terms of the functions are cavities. The first thing is asking questions and getting answers. Right? Can I ask for example 10:22 the water resistant about the state of opportunity or after the show the expensive expense reports that I need to improve 10:32 I used to be able to ask the questions and get answers to get some work done. Right? If you want to send me that video 10:42 you want to prove something or even some of the complex tasks if you're up to it. The door in the back and neck movies are 10:51

pretty complex to get done. But in the world of persistence dissolve still set of Table Steaks, if you think of baby want to go in a couple months 11:01 from now it is to be able to have a place where the water resistant understands your fathoms the way you work the applications you prefer 11:10 so that you can start to make those practice suggestion, right? For example, if there is a weekly meeting and when it is time, we can remind you of 11:19 the meeting it can start the meeting it can start the application to use along with it. Probably pull the files that are used on a regular basis. 11:28

And finally the Holy Grail is to automated night. So for example, you have that Weekly Bagel expense report. Rangers friend in 30 to 11:37 $50.01 instant understands that this is something bad is a florist as long as it is within that range then why not or they approve that and only 11:46 highlights You said you really need to look at the 11:56 University you pull into the driveway. It starts off with 12:01 a simple rule set where it just notices that every time you come home. It starts you hit that button to fold in your rearview mirrors. So I was going 12:11

to do is say we've noticed this pattern. Would you like us to automatically folders in for you next time you come home you hit that and something that 12:17 passes automated for the rest of your life. Sometimes it's a good example of what simple details can improve the experience was asleep and we don't 12:25 have to think about all the advanced in autopilot functions with a great but even simple pictures like this if you understand what the user dolls on a 12:34 regular basis and being able to automate those functions of a is a great way to include experience and increase that engagement and productivity. 12:42

So second part is the interface has a game in the concept of Citrix and choice. This is something our customers would expect that you would be able to 12:54 consume the assistant in any form or shape obviously should be able to talk to it. It should be able to interact with her and text format. 13:04 But also if you think of all the various places where you get your work done the work space team slack you should be able to have access to the 13:13 water system capabilities in embedded into those applications. So the goal is to get there about Minecraft too and I'll talk about it with the 13:22

Charlotte Sorenson 141 later is that you building Minecraft once and you deploy them anywhere uses want to work and the kids are virtual assistants. 13:32 What we saw was that once we actually configured the intense slots for Louis to work with my truck seems we did for Alexa. We use the exact same 13:39 model. So it's not going to have to go and rebuild this interface every single time. You did find the Minecraft once and then it's in a work 13:47 everywhere. The goal is that the same interface can be used by our customers are Partners to either expand on the capabilities 13:53

of legal to fly out of the box or even active abilities to some of the applications that are very specific to that particular class tomorrow. So the 14:03 whole notion of work spaces of platform applies to Washington Center the platform as well. All right. So this 14:12 is leading to the next section which is what are the various applications. We can support you start with a basic set of South applications that are 14:22 popular and and most common out there which will grow over time and also being able to support a what comes with the standard status work space 14:31

between files and search excetra, but eventually the goal is to be able to integrate and interact with the knowledge base that is 14:40 out there within the Enterprise. Includes potentially internet information, depending on the kind of information. Do you say he's looking for that 14:50 spread across tractor unstuck the daily basis at once you're able to understand the context of the user. What is trying to get done? You should be 15:00 able to gather information and presented as well to the user. And lastly intelligence 15:08

capabilities that are spread across the water resistant to deliver the experience to be talked about the 15:16 first obviously is the speech I do you talk something. We're all familiar with the Gulf of Aden software. That was there a lie on which only have 15:26 maybe 10% reduced or horrible that you could could use it. But now the especially the Deep learning and all the doodle. Let's have gone to a place 15:36 where they have erase alarm or lower than humans intense. The speech-to-text has become quite seem them so you should be able to talk. 15:45

Preferably in any language or language that you like and we should be able to convert that into a text. Then there is a concept of natural language 15:56 understanding like once you have the text-based sentences, how can we derive the meaning of the sentences? What is the intent of the user? And what is 16:05 the information that the user is playing together or what is the fastest way to get done? So being able to park their sentence and get it into a 16:15 specter format so that we can actually act on it is also sort of part of the whole ml model stand behind it. Then there is the concept of a Warcraft 16:22

again. This goes back to how to improve the experience over the user. We can only do that by understanding who this user is in the 16:31 organization. Aw State who are the spears old is reporter. Who is Asti members. What are his favorite applications are filed for deacons UMES who does 16:41 interact with on a regular basis. We need to know everything about the user to make the experience optimal for that particular user and that is 16:50 coming in through all the interactions that are happening in the workspace watch listen to whatever and then I'll be coming together and I can get it 17:00

out of Warcraft and then finally the context at any time somebody is trying to interact with the work space and probably you you have seen early on 17:08 when you interact with Alexa or Google home. They don't have the contacts a lot and that makes for a very broken experience and if you bring in the 17:17 context of experience is dramatically So all of these are pretty complex topic, but just tell me play concert of context just to give you a 17:27 glimpse into what it takes to bring out an experience that I'm talking about. There are several aspects of context that we need to consider first 17:36

lady context of the conversation that you're in for example, you ask a question. They show me a list of expense reports and then you want to say show 17:45 me the last one. I just turned out to understand. He's talking about the last one about the list of the previously asked about it's it's not a simple 17:54 thing to for a man to keep up the conversation and understand what contacts means it is referring to the concept of History. If somebody says, 18:03 you know, what about Jim Butler many gyms in the organization with Jimmy Z talking about I'm hopefully in the past is in tractor with the assistant. 18:12

Let me know what gym is talking about and automatically assume that that is a human answer as opposed to keep asking him and who is this give your 18:22 dog? What are the time we talked about the work contact you later depending on the applications that he's currently working on in a bring in the 18:29 assistant experience there and same thing with I got to go grab Boswell to all these different elements have to come together to provide that 18:38 experience that I'm talking about or I'll show you shortly. So did you just say putting it all together and really Avenue see the 18:46

demo to understand how that is happening behind the scenes. These are the various steps that happened in the Black Bomb / the worst assistant back in 18:56 the first thing. You said he's asked you something. I think the last exam play talk about which is show my expense reports to the first thing is that 19:06 friends that used to be saying something being able to listen to it capture it and then send that to other service that can translate from 19:13 speech-to-text if you're actually talking to it and once we have the text of the pizza dough Quote on quote. Then the other send it to 19:21

another service that can break down the sentence and here is where we understand. What is the intent for example in a show my expense report who is 19:31 asking both in a potentially the deal Smith and whose identity is, who is he talking about my team? So being able to understand all these aspects of 19:40 the second or third step in the process? And then we need to resolve the context. What does mighty mean and being able to bring in all the 19:49 information required to provide that information? And then finally once we have all the intent and and put on put LEDs in place, 19:59

then we used to microamps to go to the test application or Cache database or whatever the case may be to fetch. The information. They usually is 20:09 asking for and then finally presented back to the user. So those are all the elements that go into the water resistant behind the scenes for a simple 20:18 thing. Like for example, who is Maria Cooper to come together to Delaware. Oh Maria Cooper is so I'm going to organization. Let me. 20:28 Let me have a quick demo to show you some of these capabilities. 20:38

The bottom of the ocean here is that you should be able to use the virtual assistant. Like I said in the on-the-go, sometimes you are in a 20:48 car. You're probably using your mobile device get hands-free. So that's where some of the first examples. So I can you actually talk to the virtual 20:58 assistant why you're in the car to get some of your work done? When is 21:05 my first meeting? Good morning, Joe your first meeting is at 8:30 a.m. With your team. 21:15 Can you tell my team that I'm running 10 minutes late? Sure. I'm emailed your team to say you will be 10 minutes late. 21:29

So you can see their the user is sitting in the car asking about and what is my first meeting. So you need to get to the calendar get his first 21:40 meeting in the calendar. But once the user realizes that he's probably going to be late to the meeting. He says, you know tell my team that I'm going 21:48 to be 10 minutes late that is how you would actually talk to the rest talk to the assistant tonight. But then I tell my team what does actually tell 21:57 mean it could be a text message to the team or it could be a slack message or in this case and email. It depends on 22:06

what the user uses in that particular context on a regular basis. So that's part of the experience you want to get you and then obviously I talked 22:15 about in a what does mighty mean being able to dissolve. And then send an email to the do their spare? So let's let's continue. 22:23 Can you stop my meeting? Sure joke, I started to write thirty am meeting. Currently John Rodney 22:42 and Mark are on the call. Find files on Kodi. 22:52 iPhone 42 matching files Find the presentation on quarterly budget I dated last week. 23:04

I found two matching files. Open Joe budget file. Okay. 23:15 That's an example of what the experience is 1 sprigs applicants a desktop. And if you're in the office, you could still talk 23:30 to the virtual assistant you're talking to it. You can actually get to the information very quickly. Like for example, he says find the files. Usually 23:40 there are too many but if you say, you know, this is something I edited last week. Then you get to a specific file you're talking about the same 23:50

experience actually going into even Citrix files find Google search for the files and figure out what he waited last week to get to the file that 23:58 you care about that takes a long time. And what is the stand for example can skip all those steps get you right to the file of the information that 24:08 you're looking for unpleasant. Did you right away so that some of the advantages of using the natural language to present the information that leaves 24:17 it is looking for? Not switching to set up the text interface how many times you are in a crowded place or 24:25

the other now inviting people? I did he may not be either text voice may not be the ideal thing. You could use text as well to get to the same 24:35 information. So here but you said he's asking all the expense reports to be 24:43 approved and you get a list of the expense reports. It's a rich interface that you can interact with. You can actually click on the list 24:53 to get to see the details then you can take actions on those details. So this is all the same Minecraft experience that Omar was talking about. 25:02

Can you search through the water has turned out well, so he just seemed experience no matter how you can zoom it 25:11 in and sometimes it's convenient. So using being able to 25:18 use the text and like I mentioned in in the slide earlier once I know a pattern for a particle user being able to go and 25:28 automate some of those pieces are they going to suggest to the user that you can put on she ultimately sings. I'm in a dark would be the holy grail 25:37 for the worst assistant and and you can start off with simple rules. First and then he walked out into more complex models. Once we understand that 25:45

use it better. We have a lot more information about the particular user. Do to get them both down for 25:53 example is going to be talked about the example of the PTO. You can you can interact with assistant. Sometimes you may not know the capabilities. 26:03 So usually should be able to. Ask in a what? What can I just didn't do in this world are contacts, right? And you can say hell PTO and 26:13 get a list of functionalities that the water doesn't support then you can go in and get the work done right. In this case submit a video 26:23

from a 58 then you don't need to go into any application or 26:32 even my craft for that matter. I just say it or type that thing and that part is done if you want a little bit more complex. I work clothes 26:42 Etc. When you can go into the natives are poor or Minecraft for the matter 26:51 to provide a spot off the Boat Basin and other than other 26:56 places where you can consume the workplace experience. Play some whiskey. I hope you all are as excited as I am right now, 27:06

but I know that sometimes excitement is not enough to just buy a purchase unless you're up at 2 a.m. Shopping on Amazon. So for this last section we 27:15 want to do is show you how Citrix analytics is going to describe the value. That is my crops in and natural language interfaces that I can give to 27:24 your organization. And it really starts with our mission. Right our vision is to be the preferred place to work for 1 billion people globally 27:32 and the word on here is preferred. We want to help build experience for employees are acting with a neurotic to Enterprise software that they choose 27:42

to use that they want to come too because what we're trying to do is Empower every company in the world's most valuable asset their employees. Studies 27:51 show that on average how many spend about 68% of their revenue on their employees and your town is your Edge and we want to help you optimize it and 28:00 thankfully studies show that the otherwise they're just study from Gallup shows that employees that invest in their employee experience the two and a 28:08 half times the revenue per employee their competitors with low engagement and see what MSN a thousand dollars in a basket 28:15

of stocks would look like from 2012 to 2017. And the one on the bottom is what you would get if you invested in the S&P 500 at 28:25 Top Line, which is a basket of company is identified as investing heavily in our employ experiences and that line return over 28:33 200% over the same time. And that's not an isolated datapoint the line below. It shows a basket of the Glassdoor best place to work with returns about 28:42 160% of that same interval the date is there. And what we want to convince you is that you need to go and invest in your employee experience and we 28:51

think that you didn't get to key output from this first unit Drive increased engagement from your users and second productivity. Should your back be 29:00 increased as well and we're going to measure this by showing you that we're going to drive higher employee lifetime value at your organization. Now, 29:09 let's get a bit more discreet. What are we talking about? When we mentioned employee lifetime value when you hire somebody they've actually cost your 29:17 company money and done nothing for you. So they're in the negative over here. Now that she's employees will be boarded Master their jobs and 29:25

unfortunately at some point they'll decide to leave find new work and have their last day. This is a graph that were trying to optimize and when I do 29:33 that by helping you attract better talents your organization and power your employees and retain them longer. Now in addition to improving Revenue 29:41 studies show that companies that invest their employees are able to talk better talent and that better Talent is able to get up and running a lot 29:50 faster and we want a turbocharged that even more by utilizing my Kratts to empower your users and it starts with an easy things things like being able 29:58

to request PTO without training should be a no-brainer. You shouldn't need a course to know how to approve an expense report, but I got to tell you 30:08 when I was running research annulment for my hedge fund. We were not trying to find more efficient ways to approve expense reports. We were building 30:14 Minecraft on top of our training engine to help Traders make their decisions during the day and very intense. Of time and trying to find out ways to 30:21 you know, expose our portfolio management software to our management team when they're on the road and trying to engage with you in our faces and the 30:28

great thing about this is that if you can actually Empower your employee that are core functions, you're going to retain them longer engagement. 30:36 That's why the employees are more effective happier choose to remain with the company longer. And deliver better service. So now we have a new 30:43 curve that we're working towards and the goal of citrus analytics is to help you describe that Delta right there to show you how this is going to 30:53 improve your employee experience. They look at it down to the weeds. If we get back to our example of pepper pasta with looked at earlier. It all 31:01

starts when the event is initiated when there is a new expense report for pepper to approve from her computer back in system. And because we are 31:10 connected by an API to be one of the services we know exactly is that it happens. And I think we want to know is when pepper actually pull up the 31:18 details on that report to her my crap, right? This is when she's actually engaged with the used taste and most importantly we want to know when she 31:26 take action when she hit that button in the microwave. That one important thing here is we also want to know when the event is completed and the key 31:34

thing here is that because we are connected by the ATI. We know whether she can play the task with the mic rap or in the original system. Now let's 31:43 take a look at how to fix analytics is going to pretend that information to you here. I'm looking at the change request approval my crap from service 31:52 now and at the bottom of this page with a table of every instance of his my crap being run and again, it starts when the event is initiated. We're the 32:00 time stamp when it's completed. But over here we can actually see the time to completion for every one of these instances and weather was done with my 32:09

crap or not. And what are dated is showing us is that there's a dramatic reduction in time to completion when users are using that my crap. But this 32:16 is at the really granular level when you're going and seeing you efficacy the solution you're going to want to see how it's performing across all your 32:25 different Micah wraps and here on the back of my grab homepage. We have a list of each one of our Minecraft and a few key metrics for them. Now. The 32:32 most important thing for me is how many actions were taken by my users using me my crap and wooden Citrix for all the temples in Minecraft. They're 32:40

putting out Rocky involved in research studies right now to show how much time is actually being saved every time that uses click that button and we 32:48 can multiply it out and show you how much time is being saved at the user level for each one of our my crap. Nelly call on the right there for 32:55 adoption is how often are people choosing to use a mic rap versus the native service that number to start at zero and when I try to drive it as high 33:03 as we can track of users might be a little confusing the numbers into percentages don't seem to match up. The reason for this is that every single my 33:11

crap has a very discreet audience if you're building a mic rap for improving purchase requisition approval. That's really the only one to apply to 33:21 people in purchasing and your managers and we really encourage our customers to try to understand what success looks like before we try to deliver 33:28 them a solution. I think the cold air is Hawaii admins visibility into 33:35 which micro apps are being affected vs. Now. I don't think one has to presume that all my crap experience. If you're going to build out of the box are 33:45

effective if they are effective then how can the admin get that to all the potential users that could live with it? And if they're not effective than 33:54 either deprecated them or maybe modified them to actually make them more effective. So having the visibility for the admin to daily Optimizer 34:03 experience and hence get the other guy behind the purchases heard of the key aspect of guess what the best exactly the job isn't done when you deploy 34:11 the software. It's all about making sure that software is being used and having an impact on your organization. Jumping back into this idea of 34:19

understanding success before we deploy the software. We want to think about for each maicorap. Who is it actually going to a benefit? Is this 34:27 something that's going to help our sales order? They should be more productive or engineering or marketing and even within those categories. Is it 34:35 something that is meant to impact managers or doing approvals all day or all the employees in your organization for things like being able to register 34:41 for courses Easley request PTO. That was my understanding who were trying to help then we need to actually quantify the benefits. And again we start 34:49

with its user level Time Savings. How much faster is it for me to take action with my crap then logging in to concur. But I think the thing that's 34:58 really saying to me is his idea of Enterprise Time Savings. And again once we're going to understand how these processes are working today before 35:06 using my crap. So let's say your purchase requisition approval take on average 48 hours from start to finish now, that's what is 0% My Graph adoption 35:15 after 6 months. If we move that number up to 70% we should be able to show that this entire process has been shrunk down from 48 hours to 40 hours. So 35:23

every time they use their clicking that button directions say to your organization 8 hours not just themselves 2 or 3 minutes. And we have to do all 35:33 this with in the guise of this employee experience, right? We want to convince your user to become engaged with software and be a part of this product 35:41 and we think that we do that by understanding where are the current pain points. Where do they even improve experience and where do they actually want 35:50 to be doing work? Is it their mobile device? Is it teams or is it slack also once we on the fan for example, which users are 35:58

vibrating what micro apps and how much benefit of the getting you can press the enter that information to the piers. I don't want to go to 36:08 that story where you probably if you signed up for a room in V clean choice and it is really green Choice said you can save Earth you can say water 36:18 and there's only about 5-6 Paws adoption eventually to change the message to the Expo Center the people who lived in this room all still in his room 36:27 after the green choice and that I'm through adoption to 60 50% and the gold Air is present that users with the choice that your 36:36

peers are working better and he is out there working better and 4 yd and uses choice to optimize their work experience. Not 36:46 just something that admin mandates but provider provider information to the user so that he can Excel select. What are the various things that make 36:56 him suffer like that of the goal as well through the Androids how to convince them to be more 37:04 productive and you're here at our user dashboard. We can actually identify who are these power users that are getting the most out of the platform 37:14

diving off Krishna had 85 my crap actions available to him. I'm using the mic rap. That's a pretty good number right there. This is somebody who is 37:22 bought into the system and is utilizing answer the fullest and one of the key things here. Is that number on the right for he had eight different 37:32 Minecrafts going into his We like to describe this as somebody who has achieved connector density. Meaning this platform is most valuable. When you 37:39 enter grade of riding a different systems into it. If you're just building a new interface on top of something like servicenow your uses. Where are 37:47

already using servicenow will be like while while I need to learn a new tool to do the exact same thing. The uniqueness comes when you have one place 37:54 to go to we can take care of all of your most common tasks and cater to your point. You want to talk to the use of that are getting the most out of it 38:01 and figure out how they can tell their peers how to get the same benefits. And the other thing over here is that you need to identify Target users who 38:07 couldn't get him out of the platform. So David Holt at 125 action to be able to him, but he only did for you them using the mic rap and we need to 38:15

figure out why first we'll give him all the story that tells us to pray for him. But then when he's actually ask David, what are the next Minecraft we 38:23 can build to make this experience more compelling for him and the key is how do we figure out how to get this user engaged? And we think that getting 38:31 your employees re-engage with herself software is going to have dramatic gains. I Michigan State University study found that your best employees are 38:39 2.3 times as productive as your average employee and better than that. They're 27 times as productive as your disengaged employees. Don't give up on 38:47

these people who you're not see activity from find out way to reach out to them to make it pop actually successful. I'm going to wrap up with just a 38:56 few insights that we found over time. And again, it all started at better employee experience. And the easiest thing that we've seen is that people 39:05 love these mobile apps when you unlock Legacy software that people are forced to use on desktops in a network into this beautiful mobile app 39:12 interface. They use it all the time and better than that when you Empower them with the ability to take one click and finish the job. They're all over 39:20

it. Now from engagement perspective one of the interesting stats of Esau is that managers are actually three times as likely to use these micrographs 39:28 as your average employee. That just makes sense to me because almost by definition of the people who are trying to get leverage on resources. And in 39:36 this case, they're trying to get leverage on their own time that the last thing here is our productivity and we've done a few studies over the past 39:45 months that have been really really encouraging words showing that you know on a one-to-one basis. These migrants are saving about 64% of your time 39:51

compared to using the native application and if you shop like that out, we think that you can actually see can you use it almost an hour a day, which 40:00 is a crazy number. The last thing that I thought was interesting to study was that we actually didn't do it in a bubble. We try to introduce 40:07 interruptions in two people's work clothes that emulate your real life and the games were actually multiplied with a micro apps when you introduce 40:14 interruptions, right if you're getting slacks called email during the day to actually get back in your Salesforce. Remember what you were doing is 40:22

quite difficult, but just be scrolling through that peed in my crops and continue working is not nearly as hard. That's all that we have for you 40:30 today. But Kristen Riley and James vulpin are going to be doing the future of work right after that right here and later today the show and I will be 40:38 talking more about how he doesn't work space organizers guides and alternates work and we encourage you to fill out surveys watch more sessions on 40:46 Synergy TV and take a look at these presentation after the fact if you like, you're definitely stay for the next one because they're going to talk 40:55

about how it actually I'll wait if this is going in future if you didn't like affection and you should definitely stay because that 41:04 guy sits really All the cool things that are in the pipeline that eventually would be Perfection, but feel free to 41:14 ask. One, is there a Ctrl Z? What's a truly 41:24 interesting question, 41:33 right? So let's say you have a 41:36 homegrown application. We prefer to perform some action to it. Does your system support a control Z Now one thing we have been thinking about is you 41:46

know, how in Gmail when you send an email is actually not sending the email for 10 seconds. So they can have that undo button for you right there. We 41:54 are trying to think if we could do something like that for you. What feedback can be in that and you have expense reports that's been the thing you've 42:01 shown the most except as easy except for when it's not the thing your analytics thing can't show is how many times I tried to use the micro out 42:11 but then had to go to the regular have to do it. Anyway, which would frustrate the hell out of everybody if they thought this was their Solutions. I'm 42:21

kind of interested in how you're both address not trying to track that and ultimately what I'd like to see in a demo is how you create a micro app out 42:28 of something to talk about that at 4 today a little bit hard with one down alcohol. If you have a live Builder environment that we can explain all 42:37 these Concepts to you in terms of understanding the goal of the system is not listening. What do you suggest doing in the 42:47 workspace to get done outside of it through the lady Rapids South by so for example, even if the user goes into native app to get the work done. 42:57

Technology news. That happened and that's how we know that the task is done. So being able to correlate four examples of the effects of either 43:07 somebody's frustrated with the workplace and going to the native app or even other way around where somebody is going to the native app on this 43:15 spending a lot of time at this particular you are about to get something done. They may be a Minecraft would actually make that experience better. So 43:23 that is all part of the instrumentation that's going into the workspace and understanding the the user behavior and sometimes for the front. 43:29

other cousins Okay. Thank you. 43:39

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