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Citrix Synergy TV - SYN143 - How the intelligent Workspace increases productivity...

David Cottingham
Director, Workspace Ecosystem Product Management at Citrix
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Citrix Synergy Atlanta 2019
May 23 2019, Atlanta, GA, United States
Citrix Synergy Atlanta 2019
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Citrix Synergy TV - SYN143 - How the intelligent Workspace increases productivity...
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About speakers

  • David Cottingham
    Director, Workspace Ecosystem Product Management at Citrix
  • Jay Tomlin
    Senior Director, Product Management at Citrix

About the talk

Topic: IT

Citrix Workspace isn’t just a way to access applications. It now integrates with your most commonly used applications so that you can get work done right from the Workspace itself. Come and learn the technical details about the integrations that are available today, the APIs available to build new ones, and the path we’re taking toward developing the ecosystem of integrations for the Citrix intelligent Workspace.Note: This session will be available for on-demand viewing post-event on Citrix Synergy TV.

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So welcome to the cinema all 00:04 my 00:05 good. I don't know if we'll stay healthy and adding apps to 00:14 it and how you can add ones that we have ended already. My name is a Victorian. I wear a random selection of hats but one of them is around what play 00:24 speaker system with me to Straight Talk, and part of the product management team. And together we will hopefully my to take you through this if you do 00:34 questions at the end of the Olsen, but if you're completely confused then I guess wave at us and we may pay attention to the first thing is OBC social 00:42

media is good. You should tweet you sweet thing is encouraged. You should tell us what you think of trivia mainly because trivia respond when he wakes 00:50 you up is what is me? Show me some hands OK British, by the way, which means I'm not expecting jumping jacks while I'm just just just this 00:59 what is the percentage of Millennials nearest Workforce? Okay 01:08 in this room that I can see who's at 1 to 01:17 43. Okay, that's better some more weight 56 Outback cost of you a split between the other two that they lost 01:27

56. So the next thing how much time does the 01:37 average knowledge workers spend each week trying to find stuff work. 15% of 15 15 01:47 20 no idea what it is, right? 01:56 Okay. Just checking good good 2003 by the way, I'm sorry. 02:06 How many context switches between apps does the average worker make per day? Okay. This is a 02:16 text, which is a die. Okay, I got one full full any other one. Okay, I get 5 02:24 you 68. Good 37373 About 30 of you. I 02:34 just 02:40 think about the reason for his number. How much time people are spending at work not actually achieve anything useful. 02:50

suck results in guess what? I mean by that well over the last few decades. 03:00 This is good. Bad news is when the iPhone came out 2007. It didn't go off as much 03:08 as it's going to be sings new me. What we do is we say well, we'll just 03:17 add some technology problems. Right? Unfortunately adding technology means everything's just too 03:27 complicated we get in trouble all the time. You know, how many notifications to get on your phone? And that means we don't work for drug test 03:37

results and well guess what 03:46 kind of course you get sad face because with too busy 03:50 flipping and switching between apps trying to find stuff. That statistic about who's in the workplace. He got who's the 04:00 who's the green line is Millennials. So the point about this is not the new generation of people coming to work and they have different expectations. 04:10 Guess why because Millennials no younger people younger Generations. I'll probably early adopters of new technologies so they come in and they say why 04:19

have this 04:28 right 04:29 now A stud of the people in your workplace. Actively engage in the woods, they believe in what you're doing and to be trying to make it happen. 04:43 It's okay. I'm not engaged and 16% 04:52 trying to mess up what you're trying to do 16% That's what the motive 05:01 movie organization forward in what is trying to do. So what do we do about it 05:07 and make a user experience better with our Citrix workspace 05:16 service. Let's take a quick review of how we got here and where we are today with the evolution of workspace the workspace really started out with the 05:26

idea that all of the company apps and data were like Jewels inside a castle and if you can get past the perimeter and get on to the network, then you 05:35 could access everything that you need in order to do your job. And so we have the perimeter is the firewall and then Apps and data were on Prem and 05:42 Citrix storefront is the front end to the Citrix farm that hosted all of those applications and data and most of our customers are using this today 05:51 hands up if you're still using Citrix storefront on Prime be honest. Yep. Okay, most of us in the room. It's great that does an excellent job of 06:00

brokering you to the applications that you need based on your role in the company after you've authenticated. However, we recognize that 06:08 those applications that are sitting inside the castle are not the end of the story anymore employees are more mobile at work from anywhere. They need 06:18 to get access to applications that are not only inside your network and running on-prem, but also increasingly running in the cloud weather that's 06:26 being transferred out to Cloud infrastructure, or they actually the application of themselves are running in the cloud like sap or Office 365 or work 06:36

day. And so as a user, you know, how much more diverse mix of applications and resources that you need to access and getting through that firewall 06:45 into the castle is now only half the story and it's much more of a of an experience problem for the users who needs access to those house applications 06:54 as well. The last year we announced to the new Citrix workspace service which brings together not only your on Prime apps and desktops like storefront 07:02 but also Aggregates and content from multiple sources. So we have the contact operation service are bringing in files from multiple silos and also SAS 07:11

applications with single sign-on and access controls to help control the security of that information, even when it's stored outside of your your 07:21 company's Network. Does a quick example when you launched one of these apps applications through Citrix workspace, even though that application is 07:30 outside of your network based on the user's identity and based on the context that they're coming from they can still have some extra Security apply 07:38 to do things like limit copy and paste a file and identity watermark in order to discourage any screenshots and information exploration and limit the 07:46

accessibility of malicious web links. So if you try to click on one of those Pirate Bay length are the policies would be able to to stop that and 07:56 prevent the user from from from being attacked by malicious actors on the web. So that's all well and good. We now have a solid user 08:05 experience that pulls together all of your apps and resources into one place and acts as a launch pad to get you access to any application or any 08:15 content whether it's on prime or in the cloud. Are we still have an experience problem? Because when you use those icons to launch into your 08:24

applications, they tend to look like this or this or this. Or all of the above and you have a an increasingly 08:33 complex set of Enterprise applications that tend to require training to even learn how to use and this is a fundamental mismatch between what users 08:43 experience in their personal life. But younger Generations have come to expect and it just leads to a lot of frustration when your contact switching 08:53 between all these complex apps hunting for information and ending to navigate through all of the complexities of those Enterprise applications. It 09:02

just makes it harder and harder to find the information you need and complete that task that you're trying to complete. So as we look for inspiration 09:10 to solve this problem, we looked at the consumer world and Facebook is a good example. They've got 2 billion users or so, you don't get to that kind 09:19 of scale with an application that's hard to use or needs training in order to understand right? It's it's extremely intuitive users can just log on 09:29 and begin using it right away. Same with mobile apps mobile apps have a much more seamless and task oriented design with a 09:38

very simple workflow with one big button. That's that's very easy for the user to understand. So these consumer applications have really given us the 09:47 road map for how to improve the workspace experience have an integrated speed with the information that you need to do your job. Provide notifications 09:54 about information that is relevant to you and Timely. And then giving users clear actions something that they can act on with without too much thought 10:04 about what what needs to happen next and without needing to navigate a whole hierarchical Tree in order to find the information that they need. 10:14

Meanwhile, AI automation have also proliferated and become fairly ubiquitous in in your personal life and the contrast between what you 10:21 experience at home and what you experience at work is pretty Stark. So I go home and I have an Amazon Alexa smart speaker. And it's this magical 10:31 device that can listen in on my conversations. I can summon my favorite music on command and it can answer questions and natural language queries 10:40 and order things and bring them to my door and then I drive to work and I see applications that look like this. It's like a parallel 10:48

universe, right? what we're out to do with the work space is Focus the user on the most important and essential tasks and 10:58 filter away some of that complexity that's inside the applications and we saw this in the keynote is this copy machine which has a hundred buttons on 11:08 this on this console here and by and large all those extra buttons that know how to do you know double sided duplex stapled copies folded. I don't 11:17 know that's for the 1% the power users who invest the time and energy to actually read the manual and learn how to use all those Advanced features. 11:26

But what did 99% of Us 2 they had a big green button there to make a coffee because that's the that's the workflow that you need from a copy machine 11:34 and We want more green button experiences out of our applications. And as though the Citrix workspace were trying to extract those green buttons. 11:42 Those simple tasks that can be done through the back and systems without exposing the user to all of that unnecessary complexity unless they're the 11:52 power user who needs to go in and use it. So did the Sun rise this week? We have too many apps the apps themselves are too complex. I think I heard a 12:00

stat that the user typically uses only about 20% of the functionality inside the applications. I have access to add worth were inundated with too much 12:10 busy work how much context switching required to go and get those simple tasks done? So our solution with workspaces first to organize all of the apps 12:18 and content and devices into one channel and to one user experience. So we've done that with the work space today. That's great. Next will be the guy 12:26 that user and provide the the personalized contextual content to give them the inside and those green button actions that they they need to perform to 12:35

do their job will be to help automate some of those work clothes. So as we get better at learning with a user's need to do and what next that follows 12:43 will be able to help automate there were closed and the improved engagement. So we want to see those employee 12:51 engagement scores go up and it makes a real difference that the companies that have better Employee Engagement have much higher revenue and much 13:01 higher profit. We want to increase the end-user productivity try to take away that drag of of 20% per week hunting for information and ultimately 13:09

deliver a longer lifetime value for each employee. That means reducing the time. It takes to onboard them making them more productive and we're 13:18 engaged while they're on the job and keeping them on the job for longer because they're happier about doing their job. So that's bringing us now to 13:26 the the new workspace experience which we unveiled at the keynote this week where we have this integrated feed with micro app notifications and pages 13:35 that can extract information and insights from the back end applications and let the users take action right there from within the feed instead of 13:43

having to launch each application or take this report from Tableau where we can extract that inside from a report and just push it into the user speed 13:51 and not require them to think though. I need to go to lunch Tableau and and load that report something interesting changed. Let's notify the user 13:59 right away about what's going on. Now how does this all work out? Sorry one more quick quick commercial the there will be a mobile app and need a 14:05 mobile app for this experience as well with the same notification cards that you see there in the same green button actions available to the end user 14:14

so that they can be productive on the go. Now what exactly were closed will we include and how will we make this extensible? That's the main topic of 14:23 this presentation? In order to get the ball rolling Citrix will provide out of the box data Integrations and micro apps for the most commonly used SAS 14:33 applications and will offer these Integrations built into the workspace service with the new microapps capabilities and for each of these 14:42 systems of record or SAS applications will provide the number of template micro apps and the micro apps are those green button 14:52

experiences that speak to a specific workflow that the user can do such an in-flight like in workday I need to do if I want to get updates about PTO 15:02 request. That's something that we can extract out of work day and add to the notification feed or if I need to open up a help desk ticket rather than 15:10 in launching servicenow and figuring out where in servicenow to go and perform that we can just have the submit incident micro app be available as an 15:18 action inside the workspace experience. Or Salesforce get an opportunity update so and something changes about one of the opportunities that I the 15:26

salesperson care about. That's just a notification in my feet. I don't need to go hunting for all of my opportunities in Salesforce in order to 15:34 discover that change. That's what we're rebuilding out these templates for a number of different systems of record and the most common SAS 15:41 applications like sap Ariba concur your Zen. We got some nice Integrations with Google G Suite Tableau power bi 15:50 we're going to get the seed planted here. And and in order to help you understand how you can extend that 15:59

and add your own and durations in my car apps. We need to level set with just a little bit of technology. So start with the word micro app. What does 16:09 it mean to be a micro app? I might grab is a presentation of a single-use case from a business application that allows users to interact with content 16:18 or complete simple work clothes without needing to switch context or launch that full application as an atomic unit of work that I can quickly get 16:26 done from the workspace experience or from one of the other endpoint that we integrate with. This is not mean that we're out to rewrite the front end 16:35

of every business application. That's not what we're trying to do. And there's absolutely strong reasons to continue using the full application and 16:43 get the The Full Experience when you need it, but there are many cases where all you need. Is that green button and so that my crap extracts that one 16:50 task out of the business application and presented to the user and a more consumer-friendly way. When you look at the new user 16:58 experience with the notification speed a few pieces of terminology here, each of those items were calling out of speed card and the card is the 17:07

the elements of information. Some of them are actionable like you see here with the approve button. Some of them may just be inside sore information 17:17 some event that you may care about. In addition to the actions that you can take on the card itself will have a catalog of actions that you can 17:24 initiate. So perhaps I want to submit an expense. Will there be an action for that integrated into the workspace enumerated in a similar that we 17:33 enumerate published applications from SAS SAS catalog or the apps and desktops? Then when I click either of those things a blade with slide-out 17:42

and the contents of that blade in the workspace you why is what we call a page and you'll be able to customize all these things to be able to 17:52 customize the content on the notification cars. You'll be able to declare what action should be available that the name of the icons switch groups. 18:02 They should be applied and you'll be able to customize the the fields and buttons that show up in the pages for that micro app. How do I go about 18:09 building my crops? Will this will be a key part of making this a success is that we need to empower you to build your own data 18:18

Integrations and build your own microwaves Citrix cannot possibly keep up with the the high number of systems and workflows that everyone wants to 18:28 build. So we're including a no code drag-and-drop tool that lets you customize the templates that we provide or add your own new 18:35 notifications and Pages. This will allow you not only to connect to existing pass applications that will be routing traffic through our 18:43 Citrix Cloud connector in order to reach custom on Prime Systems with web services. What does it look like is in the Citrix Cloud admin console, which 18:53

I'm sure many of you are familiar with there'll be a new microapps service tile and when you want to manage your my crap service will be guided 19:02 through the experience to add a new data integration and then a door sign my crops for each integration and then customize them. 19:11 When you add a new data integration, what we would do is connect to that system of record in order to extract the information that the act of data and 19:21 recent events that users would care about and for this bid we typically would use a service account that has read only access to the information for 19:29

all users and it can synchronize that information into the mic rap service and use that to power events. So after you added in integration the 19:37 sample microapps wood would show up. So you see for service now, they're approved a few microamps built-in like my assignment submit change request 19:46 submit incident. Let's go in and see what it looks like when we synchronize that the data. So once we added service now 19:54 as an integration, there will be a full synchronization of all the active data once per day by default and then an incremental synchronization, so 20:04

everything that has changed since the last thing and be pulled in. This is configurable about you going to do this something like every 15 to 30 20:13 minutes. So that has as new items arrive in the system over the course of the day users get notified about what's going on. 20:20 As the information comes into the Microsoft service it can trigger events. So this is a visual query that indicates after a particular sync interval 20:30 when there is a change and the problem table figure out who that change applies to and then notify them and you can notify them through a few 20:39

different channels. One of the channels is the peak card and then you can actually edit the look and feel of that key card. So here's an example from 20:48 the the Minecraft builder where you can customize the title of the car that would show up in the feed. You can insert variables from the data that has 20:56 been extracted from the service of record it so here's where it it's not coding but you do need to understand the data model of the the system that 21:05 you're integrating with. And as you make the changes you can sort of preview the the card appearance live there in the microwave Builder. What I'd 21:13

like to do next is in the body that the text that shows up on the card. I want to indicate who the who this incident was approved. So I'm going 21:22 through finding the name of the person that approve this particular problem. And then now that's going to go in and populate the name in the car 21:31 notification. So with that I want to help you all understand the architecture behind the microwave service and how this all working 21:38 under the hood and David's going to help us with that second to pay. CJ doesn't want to help you until he's going to make me so J mentions 21:48

synchronisation and pulling data from Target systems. And so let's listen to the woman 21:57 fuzzy. There is a service in that delivers to you why but you just saying 22:07 something went to plumb into that. You aren't supposed to eat the can I 22:12 get notifications through 22:22 which is responsible for generating. 22:32 What we call a data integration provider the 22:42 date of Metallica systems. 22:46 What do you mean by that? Well, if I'm accessing PTO request approved last 22:56 year the one threat to the ones that like yeah, they're going to happen. They need approval at cetera 23:06

the next time where does it go? 23:11 Well, we have a cash in the clouds by spice its customers to single-tenant overseas encrypted Etc. We pulled 23:20 it from the back and look at it and see what is change. Do we need to generate a notification? I want me to 23:30 diaper is music service account. Now, the service account is only allowed to read right but it can read from as much as 23:40 in you like a summys books holiday 23:48 as a button and it says approval may be jealous. What do you want to approve you need to 23:58

write back the dicer into that Target system send servicenow case. Maybe Jay thought it was broken rice and service request 24:08 open 24:17 the ticket. 24:18 I think we need to do it in the context of the user until we're eating as that user using something. I told them I cannot believe it 24:28 has Jay Robin as the unknown all-powerful said his account. Tell us about the contacts not Bianca 24:38 textual trying to do so 24:48 as well as 24:49 well as a whole bunch of these. But inevitably it's the average rent price uses 24:59

500 400 at one or 25:08 two. He'll sells question you have is 25:18 the difference this time not the 25:21 cloud light. 25:30 Got a bit of a wait. I pee I make its Legacy. Well, we 25:41 could do that 25:47 eventually next 25:54 day with talking out front to whatever the Legacy at your 25:58 highest. That's fine website Thursday who 26:08 who seemed kind of Jason? I 26:18 know you say to me I take prescription provided that we pre-built for you that you just need to configure. How do you configure it? Well 1.5 mind 26:28 but you do need to understand that it's a bit about how the Tonga system stores is beta just go in and 26:37

out boxes and rainbows in the sky. Might as well. So here is your I guess Library 26:47 Integrations might look like this is what you have to start with another one tonight the URI for the endpoint 26:56 of the eight. 27:06 There's no tables. What's a 27:07 table? play some table top 27:17 for you here is The endpoint Jake Ryan .0 suffix, if 27:27 you like we won't have accounts will have in your account and 27:37 then you say okay, 27:44 that's fine. and then you say 27:49 I want to go and get the dates that relates to one of those organizations. So 28:00

what we're going to find out just the date recitation 28:05 with that very carefully. You'll see that when the pop-top hear you cannot see where on the 28:15 response 28:25 you 28:26 have to decide what you want to do around. Find a Walmart in this case the the ID number and the title. 28:36 Good enough because I managed to find some events. What should I do? When should I generate a notification based on the stuff? I just talked 28:54 again. Let's check. What did not cash 29:02 when I see something. What do I 29:11

do? And where do I surface expose Boston the rose that one of those to feed called in webspace? now 29:21 I found it. My crap but is going to be rum but he's going to 29:31 say oh I'm going to general education which vitamin C look like start Eastern easy. Now the question I have to use obviously is it that easy New 29:41 Perspective me feel super afraid. 29:50 Elation 29:58 to you, but this should be simple enough that you will have one or two people and organizations, 30:11 which is super easy to use you can tweak the ones 30:15

that we provided. We've been through how to build a transportation provider. 30:25 I want to take a little bit of time to talk about going to the next because this is a lot of new content here, but 30:35 about crime Maps. Because let's face it you almost all of you. If not, all of you have on Prim 30:44 stuff. All right, how many how many do you have? No on Prime applications? Good, I'm glad I was 30:53 right today. 31:03 But because you will have on Prime apps. We 31:05 need to connect those through as well as what we doing is sap 31:15

system through using 31:25 the bridges between the 31:29 two I will be using an additional set of 31:39 Education, they work space but then 31:41 Legacy service. So you remember the picture I showed you what you had said to not text you in space on the right. 31:51 Basically disappears for the most part. I knew get mobile notifications in your workspace from that vacuum system. That's one thing we doing 32:01 providers. You might want to share with your friends. So, you know, I've got my information 32:08

provided for sale. And I we do. Well, but 32:18 we don't have this. Yes, right. This is why it's coming soon. We will have a way for you to share those between each other so that we deposit build 32:28 one of these. I want to share with multiple people that would come as well. How many 32:38 View? Remember the demo virtual assistant in the key nut. And since my hands lose weight can the can 32:48 now 32:56 do his the list of my crap Integrations that we've got a scroll down. 33:07 I didn't think I've got a Minecraft which is about what are the pending approvals I go to do 33:16

things questions is what questions. Can you ask Google Assistant that's going to one of those 33:25 I guess that tells you what's the virtual assistant will be looking for so if I put languages looking for when you asked 33:36 about pending request Nations attached for that interprets it and then it will reply with this set of data 33:46 in the Box what you end up with is not any generating a Minecraft questions thing with basically 33:55 says, how can I interact with that too much resistance. It 34:05

is a lot more than just. With that, I think we have whipping 34:12 cream experience that 34:21 your employees have and how could be approved we know that productivity is taking a hit that productivity growth has been slowing for the last decade 34:31 or so and that ubiquitous access and mobile devices have apparently not made us more productive. In fact, they've created some some new problems about 34:40 context switching and interruptions and we still have a lot of very Legacy Enterprise application interfaces that were inflicting 34:49

upon our end users. The consumer applications that the younger generation have grown to expect and using their personal life 34:59 are for showing us the way and we want to empower our users and give them experience in the workplace. That's not so radically different from what 35:09 they have in their personal life. This can include things like artificial intelligence that suggests content or help them provide the next step the 35:17 next logical step in the business workflow. So that nothing gets locked up and nothing is waiting too long on a user to perform their next to their 35:26

next action. Without the work space will be able to help save time on common tasks. And as I mentioned we are not trying to replace every 35:33 front end of every application. What we're trying to do is extract the most common tasks out of those applications and provide them in a way that the 35:43 user can knock them out quickly in those spare minutes in between meetings or in an elevator if I can get something done quickly instead of having the 35:52 launch that full application then that's pure things that I'll need to do in the course of my day and it really will add up over time. One of the 36:00

interesting project that we have internally at Citrix right now is to literally measure the difference between performing one of these actions in the 36:08 workplace. So I got notification card or work space action versus launching the application navigating through the complexities of that app and then 36:16 completing the workflow that way and we can measure the the time savings that we get for each one of those discrete Atomic actions and it's not a lot. 36:23 Maybe it's 2 3 4 minutes for each action. But when you do a lot of these it really does add up over the course of a week. Data integration providers 36:32

or dips are how we will connect applications where the system of data RO system of record resides into the Citrix cloud and the citric workspace 36:41 experience. We're not replacing any backin systems all of the actions that you take are ultimately performed against those back in system. So and I 36:50 approve something in the workspace. It shows up as approved in servicenow or workday. I finally this platform would not be a success without 36:58 empowering you customers and partners to build and customize the Micro Ops yourselves be able to generate your own data Integrations for whatever 37:07

custom system. You may have your business relies on and ultimately this will become a marketplace where you can build Solutions around the workspace 37:16 that are targeted at your particular market and then share those Solutions with with others in your same line of work. 37:26 Now if you want to learn more there is a webinar try the QR code. That should give you get you straight to the microsite with the more details. There 37:36 are a couple of instances of the webinar happening on June 26th where we can go into more detail about the other features. I'll leave it up for a 37:43

minute or so so I can try to snap the URL if you have trouble with it just come see us after we can make sure that we we get to ride to the 37:52 registration page 38:00 for 38:01 questions or think about it and other microphones on either side of the of the seats here would be happy to Hear what you have on your mind? 38:15 Whittle Siberian in ballot the ncic phone asleep in comfy chairs any questions 38:25 Come on. Bike 110cc sound is this is the price of male 38:35 there will be a mobile app that provides the same activity feed and my crops availability. We have been talking about some 38:45

potential Michael Rapp use cases around email still early days on that. So so nothing in detail to share but the secure mail app would 38:54 continue to be a separate mobile app from what you have in the end of work space UI. Thanks fixing. 39:04 Come on. You know, you won't see any questions on what space now is your chance? 39:14 Okay going once going twice, 39:24 and there's another session 39:27 on it doesn't work space later today, or see three or two at 4:30. You'll be able to download these slides from from the 70 website starting 39:37

June 3rd. Thank you all for coming. 39:46

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