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About the talk
Sumit Dhawan, Chief Customer Officer at VMware, joins Stu Miniman for coverage of VMworld 2020.
#VMworld #theCUBE #VMware @SiliconANGLE theCUBE @VMware
Cloud providers see major shakeups, opportunities during pandemic
BY SHANNON FLYNN
The coronavirus pandemic has had a major impact on the way brands around the world use technology to conduct business. Companies that have embraced the digital transformation are more in need of advanced cloud-based solutions — like multicloud platforms — than ever before.
“There’s two extremes, and both of them are dealing with a very similar situation, all caused because of COVID,” said Sumit Dhawan (pictured), chief customer experience officer at VMware Inc. “On one end of the spectrum there are customers who are saying, ‘Listen, our business is doing extremely well because of digital.’ And all of a sudden, business needs this rapid agility, which can only be achieved through modern applications.”
Other companies, however, like those in the airline industry, are struggling with reduced demand. They want to use this slowdown to restructure how they approach the cloud by adopting multicloud solutions, Dhawan added.
Dhawan spoke with John Furrier, host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, during the all-virtual VMworld 2020 event. They discussed how the business world’s ongoing digital transformation has changed — and even accelerated — in 2020. (* Disclosure below.)
How businesses are unifying their tech across the cloud
One of the biggest challenges for cloud providers has been in preparing the enterprise for the future. They must help organizations adapt current solutions to fit in with new, multicloud options that take advantage of multiple cloud-based servers, according to Dhawan.
“We bring to the customers an architectural approach across multiple clouds that helps them [conform] when they go from their existing applications or new modern applications … to one operating model and one architecture,” Dhawan said.
Dhawan pointed to an airline customer that has 600 critical applications. “They segment them out on which ones they will truly modernize … and which ones they will live with the way they are, for multiple reasons,” he stated.
VMware starts out helping organizations, like its airline client, by connecting them with a unified architecture and a unified operating model.
“That is where the power of VMware comes in,” Dhawan concluded.
Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of VMworld 2020. (* Disclosure: VMware Inc. sponsored this segment of theCUBE. Neither VMware nor other sponsors have editorial control over content on theCUBE or SiliconANGLE).
From around the globe, it's the Q with digital coverage of vmworld 2020 brought to you by the end where and its ecosystem partners are welcome to the special coverage of vmworld 2020 virtual, I'm John for a host of the cube with stupid men. Dave a lot they all doing interviews, covering the virtual version of VMware. First time it's ever happened, we've been covering vmworld for over 10 years or 11th season with Cube at vmworld and of course it's different virtual but we're doing our part. We're getting in the programs we need to get the stories out and get a great
guest. Give me the one who's the chief customer officer of VMware back to VMware. He ran the end-user Computing. Has recovered are watch a lot of great announcements to make great to see you. Thanks for coming to the Q virtual. John great to see you again and great to be back on the cube. So great to see you. And again, I know you came in your back into the Wheelhouse or VMware but as the theme of this show is putting up the digital foundation for an unpredictable World. OST with covid-19 virtual make a lot of sense. However, VMware has been doing extremely well on the business
performance side and making all the right technology been covering the key was well-documented. The business models, evolving the performance is there you are in a new role for VMware. Its newly created, Chief customer officer. Tell us why your back. Why this role? Why is it important? The great bison. John, you know, I I join DMV because I looked at sort of what BMV is trying to do all the line with what customers want to think about us up until now dabbling with Cloud building, sort of strategies on how to
embrace Cloud which applications we go to which parts of the cloud. And it has been something that has been more of a slow roll strategy in with a month without transitions. Can you know, it started out with operating system for the hardware, they provide operating system for the cloud, a truly runs applications across multiple cloud, and with a partnership to 883, West Azure Microsoft, Google, give me a customers this month for them to run any applications in a sort of unified of
operation of fashion. Now, this is a difference. Scription word for customers, right? And customers in the world of cloud, especially when they're going into this kind of a transformational journey. It's not just the traditional sell Implement support kind of investment model. You have to really help them achieve their outcome of time and then make them successful as they continue to do to face the uncertainties of the mighty Cloud work. So so, so bad and Sanjay decided to create this new customer experience office and all different
functions From Success to for digital engagement, as well as a Consulting, Professional Services times were put together so that we can offer integrated experiences to the customer. And that sounded exciting. And, you know, we're making tons of interesting Innovations. There's someone downstairs vmworld and very much in line with an objective to help our customers. I want to take him to the news in the announcement cuz I think there's a specific thing I'd like to drill into but I want to get your thoughts to me because I think VMware and I thought the Sanjay about this as
well as Pat clearly, kubernetes of the dial tone on the internet and investment cloud-native project Monterey Beach, the multi Cloud totally get it. But covid has accelerated, not only VMware every company, whether they're on the delivery side of it, selling side or even consuming of the technology Cloud for instance, has forced to digital transformation and is catching some people off guard. Right? So, I want to hear your thoughts because, you know, you have a value proposition, you sell it to customers you implement it, you support it. I mean, it was a nice Cruise
swing for Enterprise Rental at VMware, but now with covid and all the digital transmission acceleration, it's causing a lot of people to be ready. Faster. How you get that Readiness, what do you bring to the table? What's your view on this? Which reaction? Because if he was using, both of them are dealing with a very similar situation all caused because of covid-19 are the Spectrum. Their customers were saying this entire business is doing extremely well because of digital and all of a sudden business
needs this rapid agility which can only be achieved through Modern applications and they're able to sort of move these applications because of elasticity of the cloud and leveraging multiple flowers to do so is extremely important. If you're on one side of the spectrum on your business, where the business is doing extremely well, you have a high percentage of the business that was coming from you, all of a sudden that e-commerce has accelerated in. You can think of is there certain retailers in Lawrence Kansas
Sleep because of Justice surge in demand and change, and capabilities that are needed to perform digital engagement with customers at a much much. Rather it is because they difficult without leveraging the other extremists, and I'll give you an example from large-scale Airlines and Delta Airline business. This is extremely slow business for them right at this point of time and they're using the opportunity of this sort of time. When things are slower to say okay why don't we take this opportunity to fundamentally change and truly Embrace
multi-cloud while doing? So because there is an opportunity to do. So, the workload on the applications and the infrastructure is not high little more technology, a little bit more suitable for downtime reason to sort of go to the transformation faster. This destination faster. Really no one at this stage outside of VMware, who can help them achieve that. Because otherwise you said a single voice, you know, they are singular Cloud solution and running. You know what, I, what I can customize is, mighty Cloud, doesn't mean, you are running two different architectures on two
different out, right? That's not my running a singular architecture on multiple loud, because that's when you get to governance and true operational scale and true experience and and and elasticity in control. And that's what this is all about. So we are now engaged with those conversations and helping customers at both the front and right when they're engaged with us at this stage, but we have also been tailored our service delivery and our success of offerings and her. How we engage with customers digitally and so does technically. And once they start
Journey videos and they sort of embark on leveraging the technology into my teeth out in the customer experience for a minute. We've heard that cliche low customer experience on a digital transmitter. It's actually happening now and I totally agree with you, by the way. There's, there's the modernization trend. You just basically spoke to the Spectrum, but it's about modernization, okay? If you think modernization, you think business model? This is Melissa. It's pretty light right now. A lot of people traveling, let's retool, let's modernize, let's use our resources and modernize our business,
which is a lot application. Is everything up and down the stack and then the companies that have a Tailwind with covid-19 Epiphany and saying if we don't build a modern at or have modern apps in Market, we're out of business. So there's a critical urgency to Coming out of the growth strategy, that's a business model transformation. Totally, get that. That's where the customers are. So the question for you is, okay, how do you talk to the customer? That is saying, hey, I'm building a modern app. We have to Pivot before Stu pivot, whatever word you want to use Force to
survive there. Now, they have to build a modern app. How do you guys support that customer? How does that customer? What is that? Customer need to be successful SmartPost out that help them when they go for their existing applications applications conforming to one operating more than one object in this time? Modernization. Like you mentioned and how it starts with connecting them with a unified architecture. And the unified operating model, is how we start with, and that is where the power of the end. Because like I said, it becomes
this architectural operating system, but for the customers to run ended up my type of clouds You got to be the chief customer officer, you, the quarterback, you the one in charge of making sure it's customers are happy, okay? And they get what they need and then the different aspects of it. What are you guys announcing at vmworld 2020? Virtual that people should pay attention to around servicing, customers in this new subscription and SAS world. I'm going to take out maximum, the architecture with the
project Monterey from the customer experience, I had with this announcement to announcement, one was for customers. Embarking on a journey, we want to make sure that customers get everything, they need to be successful on the journey, on an ongoing basis for large customers. John can take not just sort of payments but three years because they are dealing with various applications. Pretty simple and easy to embrace. Offerings. One is at navigate navigate to the neighbours customers to quickly assess which applications I have to be, you know,
one one and you know Rive it completely Rewritten and on the other end simply said if we hosted okay and there are multiple options in between and we call them as a v r model. The best Massage Envy guide customers through our own assessment and working with customers on how to sort of segmented applications and use a common architecture across all of them that weekend and help them. And secondly, to help them with the announcer. Something called success. 366 s360 is our mechanism to guide and help customers on an ongoing basis. For the success man, with
continuous sort of adoption. Guidance. Design workshops, as well as providing the dedicated support their customers need for embracing my Across all the tile with this. This way, customers, get a short that very able to get the right up front, sort of assessment on applications and ongoing success. And that's what it would be announced within customer experience. I'd and we have been able to all of this available poop. A large scale engagement photos with digital on customers are innovating with digital be inundated with her own digital environment and we
brought it all together with something called customer, connect all available with one single digital experience. That's mobile-friendly alert ribbons search driven in all the AI that's needed at this point of time. In terms of engaging with customers with proactive notifications and guidance. In terms of how they're doing with success built into a singular experience with us and we can get with them. Does Dave work with VMware? You've always had great technical support. I'll see if they've been a technology-driven company but as you start getting
at the SAS you starting to get into the business model transformation, how do you guys send impacting the customers and how you go to market and how you service your customer base? They don't have to stand up an engagement and experienced moderate completely separate for a small set of applications on a completely different. Cloud architecture students of dealing with VMware as a mechanism to enable all of their applications to be hosted. Regardless of which Cloud are in the
same and are ready for application. Secondly, we have a modern-day we continue to show them the value realize it's okay, because this business model Transformations at this stage, that is lot of investment that's coming into IP while at the same time, the rest of the business is doing the typing, so there is a continuous pressure on our customers that I keep, that is the champion for the customers and they're working with developers in line of business teams and they have to continue to show how what they're investing into as a single. Architecture is going to deliver
some kind of a value on an ongoing basis. So we have delivered on an ongoing basis, reports and feedback and continuous sort of information. Back to the customers bacon, take back their businesses on all Investments we're making our ongoing basis. What value? The business is getting close at. The end of the day in this, this is probably the first time in the where is IP is probably getting the lease spell. Tightening in the case of sort of an economic downturn has been looked at as a way to invest out of the dumpster right. Today going to be in a way where
there sometimes even going into the boardroom and showing much as governments, but also to the Investments we made, what kind of value take pick up? Those are the two things we're providing seamless and actress move to Maita cloud with a common experience. And second ongoing value realization that they can communicate wherever they need to. You know, we've been following VMware wear for many with me personally, for, since it was found it, but with the cube since 2010 start 11th year and we've been critical of times and pointing out the obvious and and some cases not-so-obvious, successes
and challenges. And so we've seen the completeness of vision evolved and Pat certainly, you know, he's he held the line and he did the right things and then he executed. So as you look at vmworld, we're now been complimentary on some, the moves, took me on the technology side that you guys have made and we can we talk to this many times in the queue. So completeness of vision. Check with Dave, talk about that good Vision complete executed business performance is there. But as you talk about SASS and subscription, your ability to execute is going to be a key variable and things
like the Gartner magic quadrant for the areas are competing in multi-cloud. Talk about how you guys are set up financially support that Personnel. What is your organization going to do? Can you share your vision? How you going to be able to execute customer success programs. As this uncertainty around, multi-cloud continues to become reality, and things are changing things for sleep, you know, to be absolutely candid. The pace at which the customers are going to the, the new multi Cloud models is faster now than it was nine months ago. We just discussed that. So I
wouldn't, I would be misrepresenting. If I said, be always with ready for this, kind of the pace. We are also suggesting and innovating at this stage as fast as possible. The good news is that we were headed in the right direction. Okay? If you were headed in the wrong direction, to would have been much harder. Secondly, I think that is a very strong leadership that mean, at the end of the day, it's Vision leadership. Team investment, of course, still a chance to execute that comes in for the execution to me vision and Direction was always bathe a straw. Motivated me to
join DMV for this important Mission. Second many of the exact II leadership team is a strong as it could get. The core team is extremely strong. We have strong leadership theme music from Pat Michael, of course, as well as Sanjay. Raju Rajeev, everyone provide strong leadership, and entered you asked about sort of the financial element, you know, if you have core businesses that becomes critical for customers to use as Technologies to enable them, you know, to come out of this sort of economic issues we're facing in their facing. So as it is done
and I'm financially, we're in a good position to be able to invest back into the business. And secondly, we have made. Now we've always always been extremely strong on the technology from now with Sanjay and packs of the saying that we are going to be extremely strong in terms of customer experience, front because the word of Steps in the word of cloud. The world of the staff requires not just great technology, but also rate this might be. So, we're seeing tremendous in a continuous or financially in terms of investing into the customer experience, from both getting the right
set of people offerings as well as technology. So I believe some of the things that we're investing in. They need a lot of work and, and I'm filing proud of what we have accomplished. I truly believe, you know, The Best Is Yet To Come and the right Investments that we're making a going to continue to sort of enhance our offering both to people as well as technology. But it's all about the consumed ability of the technology to the value, proposition of VMware. And also, they also is a company being open and easy to work with and the consumable that way. So I
think this is a great time. Certainly product-wise business-wise you get to extremely well, congratulations on your new. I'm the senior leadership at the chief customer officer of VMware will be following the stories of your customer so I really appreciate you taking the time. Great to have you back on the Q here. Come to you beat. Vmworld coverage of 2020 virtual, I'm done for his to host a cube virtual check us out cube. And then also are, can you keep 365 where it's our new modern application for virtual events? Of course we want to
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