Citrix Employee Experience - VMworld 2019

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all right welcome back to our CTO tools here at vmworld 2019 I've been walking the show floor picked up some interesting conversations I figured we we're going to talk a little bit more about one of the conversations we had earlier already on citrix from joined by official and then you get your tie like you're the senior director of product marketing that's right yeah we shall giving you a senior director of product marketing I am being the Pacific 17 years so a long time citrix employee but

more importantly a big set expand right right so big citrix right so I know Citrix as a whole company to those video readable that's not you guys anymore right so you transition into something called the experienced the employee experience but there are many ways to explain it some kind of curious what's your definition of excellent experience and why is it important yeah I mean you know it's the latest buzzword right I mean you can't walk around in conferences these days without hearing the buzz word employee

experience but but let's take a you know step back and even define at least what is employee experience right so in really short terms employee experience is the journey in which employed takes from the very beginning from the day he gets an offer better the day is basically resigning or off board right but more importantly it's everything he experiences while at work but also his daily experiences at work you know his experiences with the applications his experiences at the physical workplace his his experiences in the

technology and everything which touches him to be more productive or get his work done I can I can relate to that I had one employer where you know even though I have a laptop on the first day I couldn't use it for a month right yeah so you know that's nothing that's kind of the issues you're getting it but that's what makes me happy or very dissatisfied but what is it important to make sure that that experience not only has is actually not much what sells

a driver really so yeah really good question so why is employee speed it's a part of them why does it matter right and just like how he said like the employee you had and he had this laptop but not all new apps noted the frustration they go through is you know it's measurable and in fact a lot of studies done which says most employees actually make up their mind in the first week right but that they're gonna be staying with the company or leaving depending on

the onboarding experience and so onboarding experiences not just you know coming up with you know how your coworkers are your managers are but how your interaction with the technology is you know you have all your apps with you to be productive at all do you have the right set of technology and tools whether it's see how phones or whether it's a PC or a laptop a MacBook to really get your work done you don't hire employees you know to just struggle between these service tickets right

you you're really hiding them to get work done and do their very best and so so that's just one aspect of it right I mean employee onboarding absolutely effects and play experience but actually Citrix an economist that some studies and it was really really interested in to following that what really matters is an employee experience is essentially their daily experience with the technology so imagine post onboarding experience now you are three months into your job and you know how you are interacting with the applications whether

applications your HR applications for requesting PTO or other applications where you - internal purchase orders or applications we have to open service tickets your CRM applications and all those experiences and how you're interacting with your co-workers so your extreme collaboration applications so all those things need to be really simplified and and what we have really noticed is people who really invest our companies would really invest in employee experience get like a 40 percent plus better connectivity they get up to 41 percent better employee engagement they

have much better customer experiences and much higher revenues and profits in fact the studies which Gartner and Harvard Business Review and McKenzie's have done they actually show up to 20 percent higher in revenues for companies who invest in employee experience so it's really really important yes to show you know having happy employees the crux yeah absolutely accessible yes but you know the other part is is technology right especially in a workplace you know me is not we working on different applications different tests you know the

technology by disease is growing so so rapidly and it's so complex you know then it is hard to kind of match that yeah versus a good experience on so cut wondering what what secretes does to you to kind of manage that complexity to improve the experience yeah so you know again you know great question around like how it's the tricks in helping improve employee experience right so so so number one something me if you can all establish a fact that people are the most important asset

you have so it's it's you know it really really matters that the the people you have are really driving basically everything from customer experiences from innovation and driving growth right and it's really important to drive the experience so from a Citrix point of view we looked at what is really driving this experience down so if you look at it an average employee today just has to go through like 20 or 30 or 40 hours through our to get the work done right there is just too

many distractions right the number of notifications they get from number of applications that's just too many and there are too many apps too many distractions but the overall complexity of the switching devices and context switching just you know drives your employee experience way down and so what separates took up you know a different approach and he said there must be a better way try these things and so the way we didn't do it is by number one organizing work it's a really simple concept about organizing

work so what if we can provide employees everything they need to be productive and engaged in one experience right so that that was step one and yeah I was at last year at Citrix energy and and the concept of all the applications you need your Windows applications are SAS mobile all the data you need and with the search functionality you define things really easily it organized really work for you right that's a simple stream of everything you need to be productive and work experience oh and

then this year acidity what we announced we took our vision a step forward and said we can really help our team in guiding and automate work so let me explain what the guiding really means so you know luckily for us when we look at the consumer world when we look at Facebook Instagram they all have this beautiful fees concept right and you see everything you need to see right in the right movement and the feeds are personalized depending on what you like and you don't like

they can prioritize in a sense you know what's the most important things get bubbled up higher and they're very contextual in nature depending on the location of the device you're getting the notifications in those mobile applications so why can't you get our workout occasions to do in a very similar culture so we can dumb-guy your daily work and daily experiences by well maybe you have to not approve these five expensive course right now they are not due till next week so maybe I have a large

such as these notifications for you right now maybe the most important work you really need to do is approve this purchase order because the deadlines tomorrow and subjecting if I can do some of those things that bubble up the most important information you need to be productive and do your best word that's tiny work but feeding again stop there the concept of machine learning we used our artificial intelligence base sharp parts are getting into workplaces again learning from our consumer lives so you know we all

have CER you know Alexa Google home you know and be a familiar with them and how we are interacting with them for our personal lives and why can't we do the exact same things for a work life right so if we can have these kind of experiences what virtual assistants at work and really get answers really fast without opening up an application logging into the application getting a tooth pattern rod or a second factor figuring out which might have to go into it and pulling that

information arm wouldn't it be nice if I say show me all the purchase orders I need to approve today or show me all the PTO s I need to approve today show me sales orders from last week and the very simple queries to really help me drive and kind would and you know you don't want to stop you in there and an automation is the key Thea right and what really drives down experience is all the boring were called only mundane tasks and routine tasks and

replicating tasks we all do every day and you know we're building a machine learning system and she really understands how you work and and let's say every time you notice you you know in a sales opportunity van from that's a 70% to 50% you usually set up a meeting with your manager and you know you email you know following people and then you use set up different set of things in tableau applications but one of those things can be automated now what if the machine can

learn that these are the things you used to interact with and give you an option to automate so much knowledge for you so it's really really powerful of improving the daily experiences you have and consumer like experiences there are movement and you get excited saying you know what I would rather use my work applications then go around it and bypass IT yeah that makes sense I mean automating a big part of your birthday mundane tasks like you say if you're able to get those out of

the door you know all about them make sure they happen but you don't have to spend any time yeah that means that place with you you know other things be more productive right if that's why we need things discovering new things experimenting going to you yeah that makes sense that makes absolute sense yeah thank you just the last thing I would say is like look it's the the employee experience equation is really simple like employee experiences productivity Plus engagement and you know you see a lot

of competitors just one about productivity only but without engaging it there is no productivity so let me give you a quick example here is let's assume I saved you two hours in a week but if you wanna disengaged at one not happy employers we were talking about we are going to put that two hours I probably watch YouTube or not doing anything but if you are an engaged employee and happy employee you know with those takes for two hours you put towards innovation or customer service

or being more productive and challenging yourself to grow more so that's the big difference even that sounds that sounds really good so if people don't know more about this what should I you know which song should they go to or maybe it should be is you to watch what's done yes it's really simple go to set fix our car / works that's it and get started you know take a tour watch more videos and learn more all right thank you so you know I guess that's

it it's a simple concept in pastry I love it so that's it here for this episode of the CTO does and we'll see you back next time thanks