About the talk
Frontline workers are at the heart of an organization, performing critical behind-the-scenes operations or working directly with customers in client-facing engagements. They perform task- and time-sensitive activities that often differ greatly from knowledge workers. Gartner predicts that 70 percent of mobile and endpoint investments will be aimed at enabling frontline workers over the next five years.
Hear from Walmart and Australia Post and how they’re using Android, with its diverse form factors and innovative app development tools, to address the needs of their frontline workers, unlocking potential for improved collaboration, customer engagement, process efficiencies, and insights for better decision-making.
Speaker: Eugene Yeh
Google Cloud Next ’20: OnAir → https://goo.gle/next2020
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product: Android Enterprise; fullname: Eugene Yeh;
Hi everyone. My name is Eugenia and I leave the growth came here with an Android Enterprise. That's a team that's out there working with the partners in the ecosystem to ensure that you can deploy a successful business started to talk to you today about Android can transform your cut my work experience or working remotely. It's more important than ever to have the right tools in the hands of all of your voice more than ever, the customers. And their expectations are rising to keep customers. Happy continues to rise as everyone becomes accustomed to having everything at their fingertips
whenever they wanted over 30% of customers said, he's single bad experience. Caused him to stop doing business with a brand that they love over 40%. Would stop supporting a brand. If they had a bad experience with other employees, but they had experience at all. If you look at these numbers, the single misstep, by almost any employee on the customer to sleep. How can you be certain that everyone at your company is trained and able then equipped to meet this High bar? For many companies who starts on focusing on knowledge workers and the customer digital experience. Any
customer experience is actually in contact with the customer, go to a store to make a purchase. You're Expecting The Shelter stopped the sales, associates are helpful and informed. And that any assistance that you need is on time and of the highest quality of these require Frontline workers have the right tools. They need access to the latest buying Trends and all the delivery model that you spend millions of dollars developing reliable check out capabilities and they need to know that, you know, everything about them. All of this information used to Kerry Ford from the
store all the way to the customer home. And unfortunately, mini from my company at their fingertips. They have cloud and SAS resources has been made for them. However, how do you make this apply to the Frontline worker as well? A large problem here is that Frontline workers are under mobilized. It's not surprising that their workplace experience hasn't changed when 90% of the company's ability resources and despite this incredible need an opportunity to provide best-in-class
experiences. Customer, how do you insure in this world that you are exposing your business to the 30% of customers that would leave, when they get a bad experience from your workers from the Gartner report, this is starting to change, organizations are now investing in increasing their investments, in the mobility of Frontline workers. Let me give you an example of how this works in retail today. Earlier companies have invested in infrastructure to improve the digital experience and to provide them with a 360-degree view of the know how to provide the
right message at the right time to the right customer to pulling together data from ads, social media, buying habits industry Trends. And they know how to do this in order to engage the customer an additional level. However, a lot of times, it's just doesn't reach the store when you have all of this information for the customer. They walk into the store, they're expecting that the carryover. How often times the front line workers have a mobile device and therefore doesn't have access to all that rich information to ourselves as an in customer walk into a store knowing that you were
recommended to purchase a particular item and finding that it's out of stock or finding that the customer service representative at the store isn't able to help you. That creates an incredibly large problem. In addition that information what they're doing in the interactions with the Frontline. Associate are no longer populating your back in infrastructure. So now your 360 degree view of the customer is missing critical information. So some retailers are beginning to try to solve this problem. They're looking at how they can begin to create that 360 degree view with the Frontline
worker as well. And how does that work? It starts with nobility. If you give a mobile device to a front-line worker and give them the right applications to be able to access the red corporate resources, you now enabled digital to brick-and-mortar experience for the customer if they're expecting today. And now you're able to think through a customer Journey everywhere from being at home on their phone, all the way into your actual store all the way back into their house. Because at the end of the day, the mobile device is just a presentation there. It's a device that needs to be
in the hands of employees, but what that means is with that device, they're now able to take action against day you spent so much money aggregating and trying to parse into useful information. And now be in their hands, and they can now take action against in a way that could impact customers. Android can help here because of four distinct things. One is we're able to provide a wide variety of devices at all price points. This bleeds into rugged devices as well as knowledge devices. It covers tablets as well as
smartphones and finally it also bleeds into specialized devices as well and so you can be sure the Android provides the right device to the right worker for all use cases. And we can do this in four ways. We focus on security manageability innovation and productivity only invested in the general. Android platform also invested in the framework that allows you to take Android into your Enterprise and be sure that it's Enterprise ready. From a security perspective we focus on four layers, we looked everywhere from the hardware layer to the operating system
up to Google Play, protect and finally the management kpis. At the hardware layer, Android utilizes a trusted execution environment to ensure that all secure processes are run in an isolated environment and are compromised. System-level. We ensure that all applications are sandbox with selinux and we push out security patches every 30 days. When you worry about the applications, you can be sure that Google Play protect is always on in the cloud and scanning all applications. And finally
from a management perspective, we provide the flexibility to apis that allow you and your mobile device management software provider to be able to control the device in the way that you want and need. And all of this investment has been recognized by Third parties as well Gardner. Now rates Android as we must secure platform for Mobile use cases. Finally, from an IT management perspective, we try to make it as easy as possible. We centralized a lot of this management into your emm console and within that console experience
across all you can set policies for applications, you can set policies for the device overall for things such as passcodes and you can delay or control updates on to the applications. So that we can be sure that your business is interrupted in the critical time. And this covers a variety of these cases, everything from BYOD to corporate on device where you want people to be able to use it personally, for a dedicated device, where is a kiosk mode or a point-of-sale device, that still provides you with a control that you want for a front-line worker. But also giving you the
flexibility to incorporate your knowledge, worker use cases into the same platform. And when you thought about The Right Use cases, you think about enrollment we've created a platform that allows you to enroll these devices a scale in a very simple manner, everything from zero to the process process or all available devices that you have in your ecosystem, me with the policies that you dictated. And specifically for Frontline workers. We've created some capabilities that are
specific to those East cases. This includes things like being able to Remote Manager, device, habit device that can be shared among multiple users, and finally, having a device that also is only specific to a single application. Because we know that in the lot of Frontline use cases, you need to manage thousands, if not tens and hundreds of thousands of Isis and employees, and you need to be able to do that in the scalable straightforward matter. Finally we know that sometimes it's difficult to build out the right solution set for you. That's why we created a program for
Android Enterprise recommended. That is a curated set of partners that can deliver everything from the device in the OEM world through to an emmc security solution through a managed service provider. All the way out to other services including carriers. And so how does this all play out in the real world for you? well, the first thing that you look at this applications, one of the advantages of having a platform as flexible and easy-to-use is Android is that we are able to deliver faster application development with
higher satisfaction. As you can see in this slide we are able to save developers up to 2 months and development cycle for a new application while at the same time, increasing Satisfaction by more than 11% over other platform. So a specific example of this is the back of house worker. Again, set of people that often are thought about. When thinking about, globalization of a Workforce, the questions today are becoming a huge competitive Advantage. However, a lot of the investment again is done on the algorithms and models of how and where a kid needs to go
into the hands of people, actually, it starts with mobilization again. Many of the organizations that have best-in-class Supply Chain management have Empower their workers with mobile devices. And then have given them applications that tap into the talk about with habitable to make real-time decisions. At the point of stocking, in order to be able to make a decision around where a package needs to go back into the system. In a virtuous cycle that allows you to have real-time information on your
Logistics and where acid actually are, As you can see, Walmart Labs implemented this solution, and it's allowed them to increase the velocity and efficiency of their infrastructure as well. The next step is the front of the house worker after the package, gets out of your infrastructure from your Warehouse out. Into the retail storefront, you want to be sure that those store associates also have access to the same information. And so what we've seen here is a lot of organizations have taken on the mobilization of those workers as well.
With that device, similar to the back of house systems are able to access the same corporate resources to ensure that that platform of information is also up-to-date everywhere from manufacturing, through to the warehouse out to the retail store. And now you have again it complete view of where your packages are and where things need to be rabid because ultimately when it comes, when a customer comes into a store and isn't able to find what they need, the business impact and customer satisfaction impact is huge. And as you can see from the crew from Home Depot, who
has continued to invest in mobilizing their front of house, worker items. That customers want are always in stock and we use made this investment in. Mobilizing your back of house and front of house things and they are. So what Home Depot has been thinking about is being able to do digital recognition and image recognition of items to other area. You can also see if things are out of stock in real time. Again all of this enables the customer experience to improve because now they're not waiting for a store associate to solve all of these problems on a reactive phases.
Finally, how do you take the the last leg all the way into the home of the customer? You need your field service workers, whether they be delivering, individuals, or whether they need people who are providing services to the home, to be empowered with mobile access as well, because when they are more productive and can provide real-time support to the customers that you want to serve. As an example for Australia, Post with the mobilization of their workers, very able to have a tenfold increase in the amount of parcel they can deliver it
until you see. Imagine yourself as an End customer to get the package that you want on the day, that it says is going to be incredibly important in a positive experience for you and all the Frontline worker house worker resource because when you have that, when you have everyone on mobilized, you now as an organization can tap into all of the things that can really take your business to the next level and conversational tools like dialogflow. All of these are available to you through the Android in Google
platforms and allow you to build applications and services. And for your customers that can have a huge transformative impact. Finally, what about your actual internal employees outside of the front line workers from using Android? Specifically. The first thing that people often have issues with, is the Privacy aspect, they're worried that when they take their advice into work or when they using a device at work, corporate it can see, everything that they have a concern that they're liable for personal data. They don't want to
be the one responsible for wiping. Someone's photos for, someone's contact information when it's nautical for resource approach that Android and Google have taken is to have a separation between work and personal applications and data. This doesn't mean that it's not secure, it means that their privacy granted to the end-users that they know that their device is separated and that the photos that they have their kids angles with the photos that they need to take of the Whiteboard for work. And this philosophy allows you as an IT administrator to be more thoughtful around creating
uniform mobile policies from everyone from your law which workers out into your front line workers. In addition, this extends further into the application world is a platform, is flexible enough to give you a fantastic Enterprise experience for first party applications. If the wheels to integrate seamlessly with other applications and service. Reminder stitches Salesforce and service. Now from 0 to productive, in the fastest means possible. And again
this is designed also to cover everything from your knowledge, worker out to your back house. Back of house workers to your front of house workers to your field service workers so that you can look across your Enterprise on a single platform and understand that you can film ability into how you do business at the bottom. I hope you've been able to get a feel for how Andrew can help you and your business. Enable your front-line worker and really appreciate you taking all the time to listen to what we have to say about enabling your business to actually transform from Cuz
when you select Android, please know that you have selected the most flexible platform possible. You've been able to select a platform that is the highest rated you can from a security perspective. Platform as well as a platform that allows you to select development tools that bring you applications to your business. Thank you.
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