5 Tips for Successful Digital Transformation from Millennials

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Good morning everybody! I have  Ryan with me today for our first   live event focused on digital transformation talks  and today Ryan and I are going to be taking the   generational viewpoint of tips for a successful  transformation. Ryan, can you give everybody a   quick introduction before we dive into those five  tips that we have outlined for the group today?   Sure, Ema thanks for having me. I’m Ryan Raiker  I’m from Abbyy. Today I’m coming at you from you   know the home office because that's one of  the probably the biggest transitions or the   transformations that we've all experienced  this year so all things now are really being   communicated through these devices so we get  to come at you live today to talk about some   of the transformation tips that we've experienced  so some of the things that we're seeing this year   seeing in our industries seeing just about maybe  where things just don't make sense. So I lead   digital marketing for Abbyy. Abbyy's a digital  intelligence software company. Ema is one of our  

partners so we go to market together selling some  of these products helping some of our customers   whether it's solutions really learning about  things digital transitioning to transformation or   transforming organizations in this new digital age  but we often see the sort of dilEmas that people   face so we're really we've been having a lot of  conversations recently and wanted to kind of just   throw some things out there and start to have  a conversation more about what we thought were   low-hanging sort of easy to consume fruits  that not everyone's grasping this year.   Thanks, Ryan so as he said my name is Ema and  I work with Naviant and today is actually my   six-year anniversary with the company! So we are  going to dive right into our conversation about   these tips that we have for you and navigating  digital transformation kind of from the   millennial viewpoint and we wanted to talk about  this because I think one thing that Ryan and I   were talking about is millennials now are  becoming one of the biggest buying powers   in the world I think the statistic I saw was over  three trillion dollars’ worth of buying power   so millennials are a major part of your customer  base and we now make up about 75 and growing   of the workforce so when you're looking at  implementing digital transformation within your   business the lion's share of the people that  are going to be engaging in that transformation   are going to fall into this demographic now  obviously not every millennial is exactly the same   and um these tips that we're going to be  talking about are certainly focused on   this viewpoint of transformation but I think that  these tips that we're talking about are kind of   universal and um the reason that I say that is  remember the millennials were raised by someone   so our ideals and our you know these things that  we're going to talk about are things that were   important to our parents and our grandparents and  they instilled those as values to us so that means   that you know these are things that are universal  we're just a little bit more loud and proud as   a stereotypical for our generation about what we  need um so as we dive into the conversation I want   to start with starting with why and the importance  behind helping people understand why you're moving   through your digital transformation um so to get  us started with that conversation I guess Ryan one   thing that I mentioned we did a blog post in this  this topic one thing I mentioned is that everyone   is inherently as humans a little selfish and I  think when you can start with why um you help   people start to figure out why it's important to  them individually because they start to take that   train of what is a you know why is the company  moving forward with this initiative and how does   it help them you want to share a little bit  on your thoughts on the importance behind the   idea of why Ryan so everyone always wants to know  why are we doing something I mean it's inherently   human why am I doing this why am I a part of this  project people are often brought into meetings and   different discussions when they don't even know  what their role is there's no predefined agenda   think about your projects while some high-level  CEO or management person is telling you that   you need artificial intelligence but why what do  we need how do we need it what's my role in this   so I think when we talk about these projects that  we face together we're thinking about things like   being data-driven utilizing technology and  intelligent automation that's going to help   identify opportunities you know the question often  that I think we've been seeing is okay we were   really really successful on our first project but  what do I have to do next what's the next thing   this was okay I was okay with making the first  progress without the why but what do I go to   next and why am I doing that um it's no there's  no really rhyme or reason to why people need to   know why it's really about having I mean it's  really the buy-in but people deserve that and   it's going to add more value over time because  if people understand their roles in a project or   in something that they're doing it matters  and for whatever reason it the millennials and   they see we seem to want to have this more it's  not just this is the way we've always done it   there needs to be some type of explanation so  this is both advice for the customer side of   these things as well as in the internal projects  that we're seeing but I think the why is critical   to success of any of these projects I think  one thing you just mentioned is that idea of um   millennials wanting to understand the why and  maybe being a little bit more aggressive in that   need I think is a fair way to con categorize that  and I think when we look at our generation one of   the things that's talked a lot about when you have  these generational discussions is that millennials   want a greater purpose for what they're doing  they don't want to just go to work to do work   they want to understand what their organization  is driving towards and how those things can impact   the world around them so when you take a look at  how digital transformation can drive those deeper   driving forces behind an organization  that can be a really powerful way of   helping shape your initiatives  for people so talking about   if we're able to save money here this is what  that means for the organization or if we can add   time to your day by taking away these mundane  tasks these are the types of things that we   hope you will get in your job so if we can take  away the mundane tasks of entering in information   because we used ocr to capture that electronically  then you're going to have x amount of your time   back to be able to think and and and drive  creative processes within the organization or   you know maybe the organization is going to have  time to give you the ability to go volunteer   and doing those types of things to add into the  culture of the organization I think can be a   really powerful way that you can take that why and  turn it into something that is a motivating factor   for people behind the scenes one other thing that  you mentioned was the idea of data and information   driving it and I think we would be remiss to start  having this conversation specifically about our   generation and not bring up the fact that we are  driven by data and likes and views and I mean   when I post this video later I’m going to look  back to see how many people have looked at it   and how many people commented on it and while  there might be some inherently vain avenue of like   the social media side of things I think ultimately  it comes down to we want to know that we're   providing value to the world and that what we're  doing matters and there's reason behind it can you   talk a little bit about ways that organizations  can use data to drive their transformation   so absolutely I mean you can think  about the old types of things like   business intelligence solutions everyone  knows that they've looked at a dashboard   but there's still that inherent well this is what  so-and-so thinks and I know this is actually where   this conversation stem from for us because I  won't mention any client names but our client   was really just and I don't think her name  was actually susan but susan in accounting   felt that this was the next thing because  well she saw a metric in time from a dashboard   there was no real true understanding of what  drove that dashboard item what set that kpi   so historically bi type of tools are looking  at some metric as a historical figure of   things that occurred in the past but without  anything that's real time or really suggesting   taking action these are things like process mining  solutions now obviously I’m throwing that in there   because it's one of abby's staple products but the  process mining type of solutions that can identify   why things are happening what's driving specific  tasks and then that means that analysts can   go in and start actually talking to student in  accounting and say well susan it's nice that the   bi dashboard says that this number is what it is  but actually here's what caused it it's not about   what you thought caused it what you felt that  caused it and that's really how you're showing   this transformation or how things are going  towards digital um you know another part of this   conversation started to stem around well it was a  contract right so culturally things evolved into   how are we touching paper documents you have  something that needs to be written on inc   is that really something that we want to touch and  talk about and really do in coveter probably not   so I think there's a lot that that can help these  things but it's really about recognizing not only   the customer need but the employee need as well  because if you have happy employees you're going   to have happy customers so ultimately you know  the data is going to drive decision making you're   going to be able to explain to people why they're  a part of the process and how they can improve   things and again everybody wants to know what's my  role in this yeah it's going to come down to this   video with likes and all those things but the same  thing happens in the workplace let's be honest   I think you mentioned another thing that kind of  is a nice bridge for us to go into our next tip   so that first one is start your transformation  journey with why and getting everybody united   around that reason of why but you mentioned  this idea of Susan in accounting or maybe   it's I’m gonna pick on one of my co-workers  Kevin because it's another solid name I’ve used   for these but like saying you know Kevin thought  that this is where we should start um that some of   that can also play into culture we were talking  about somebody from the top saying this is what   we're going to do and this is why we're going  to do it versus having a culture that really   fosters collaboration and innovative thought from  that perspective and um I know that there's a lot   of talk about culture and what millennials are  looking for and I’m going to just come right   out and say it culture is a hell of a lot more  than ping pong po ping pong tables and snacks   and I say that with a little bit of jests because  Naviant does have a ping pong table and snacks but   that's not why I chose to work for them and it's  not why I’m you know been here for six years now   it comes down to the other parts of the  culture that are innate to an organization   that really give you the opportunity to think  about things differently and try new things um and I talk about this because in the past I’ve  had great companies that have great cultures   that just aren't quite right fit for me not  that anybody there was bad it just wasn't   the type of innovative exciting culture that  I wanted to be a part of and I think there's   something really powerful about having a culture  that encourages you to have choice and also has   the hazard back if things don't go perfectly um  so can you talk a little bit Ryan about like what   you feel is um critical for a company setting  up culture that's going to inspire innovation   so I wish we could have had everyone who's  attending today and maybe watching on demand   be a part of all the conversations that we've  had in the past because this isn't the first one   we've had significant I don't know inspiration  that has driven these conversations um you know   I’m seeing you know you're saying some of these  things about your experiences and those that I’ve   probably heard in depth in some of those things  that many would recognize because they've either   interviewed there they've worked with this  partner they've worked with this customer   but they're inherently novel in the sense  but also ones that leave a lasting impression   so you certainly you make a good point about  options but it's really about making choices   now maybe this is where millennials are inherently  pious because we've been extremely privileged in   the ability to have many options whether it's  shopping online or if it's how we get around   we have more than just a taxi cab these days so I  remember going to college and we didn't have uber   but now you want to think about going out without  calling an uber so while that's a small example   the next is really talking about what is the  boundaries that where we have to follow and   you're talking about cultural fit and for any  millennial staying somewhere for six years is   actually by statistics would be unheard of and  in my response to that as well if it's a good   company why would you leave but are there you know  the are there inbounds when you talk about work   are there things that inherently need to be  bounded by the work that we do now when you   talk about what our technologies and what our  companies as partners provide for the market we   often think that we change the rules of the game  we often think that we're changing the way the   office works by the way is the office still down  on main street in center city on the 33rd floor   many of those answers are that they're  not and I think as we approach this from   a millennial perspective it's not unheard of  to work from home today but prior to Covid   taking over the world could you go to your  boss and say hey I’m working from home today   is that okay where's your boss gonna say no  I need you in the office because I need you   from nine to 10 a.m to sit at your cubicle answer  these emails and then at 11 we have a 15 minute   set up for the week or set up for the day and  then we're going to do this and it's so structured   it's so structured like a football game and  I know that we've talked about this because   we have an affinity for football and I but is  this the type of thing that you can make decisions   as a quarterback and start to play the game of  football or be the quarterback for the office is   it beyond fun and games and is work something  that you enjoy to do can you make decisions   from a cultural perspective I think  millennials so desire to be decision   makers and not just decision makers  at the high level that they want to   make the strategy for the company but they want to  be able to make decisions on their own a part of   their project and I think we have some fun stories  to tell about that I think it's interesting too um   I’m gonna pull the mom card here for a second and  I think it's important to think about the types of   decisions that you're letting your employees make  as well and are you only giving two options to   still kind of control the decision that's being  made so when my almost two-year-old is choosing   socks in the morning I don't let her choose  from all the available socks that are available   she gets to pick from two so when you take a  look at how you're positioning decision making   and choices are you actually giving people freedom  like you were talking about of you know here's the   end zone and you have to be perfectly within the  end zone or here are your two choices that you   need to choose from or are you truly saying here's  my problem can you help me come up with a solution   and I think that when you talk about millennials  wanting to be decision makers or really anyone   wanting to be decision makers we don't want  to be told how we have to make that decision   and I think it's a very very limiting  thought process to well limit people   on how they go about solving a problem  because I know from experience with some   of my coworkers that think very differently than  I do I would go to them to talk to them about my   idea of how to solve a problem and they can help  me poke holes in it because they have a different   thought process than I do and they think about  things differently I don't always have the most   linear thought process and in certain scenarios  that's wonderful in other scenarios I’m going   to end up forgetting about something that's  ultimately critical to that process and so if you   try to box people in to how they solve a problem  you're not going to get the same type of ingenuity   or innovation that you would if you truly let  people take the opportunity to make decisions   and sometimes they're going to fail there's you  know I we talked about this idea of culture and   part of why I enjoy being a part of the culture at  Naviant I’m allowed to do things and try stuff as   long as I’m being thoughtful about the success  and thinking about how I’m measuring that and   adjusting or pivoting my path if I’m not finding  success with the activities that I’m taking   and I think that that is a massively critical  thing to allow people to do because you don't   learn unless you've failed sometimes and you learn  a lot more when you have to readjust or change the   way that you're thinking about something than  you do if everything goes perfectly all the time   so my phone is over here digging because we  mentioned football and some of our visitors today   are I think from the UK because they're so adamant  to tell me that the united states football is not   the real football but this lends itself to such  a good concept is that we no longer are confined   by our local offices our local regions what we  know at our local high school football night   we're we are global companies we are interacting  globally while we may think locally these are   global actions that many of our business partners  and customers face so yes of course perspective   matters is it a soccer field or is it a united  states football field does that mean that there's   a field goal post at the end if your boss doesn't  tell you which field we're working with or if your   customer doesn't tell you the rules of the game  how are we supposed to know and it matters it   matters more than just culture because while you  said it's more than ping pong table to ping pong   tables and snacks it also revolves around any  of the transformation projects that we're doing   or any of the projects in the office because we  need to set the boundaries but can the boundaries   be expanded on you look at arena football and  you look at the large-scale football outdoors   this the rules are mostly the same but the stadium  is not the same size um so these things can change   and by the way does that mean that they can change  while we're playing the game well it all depends   on who's leading the project is it going to be  a flexible project is it going to be one that   is rigid are you going to be a manager that  sits at the replay booth wondering whether   or not the goal went in past the line completely  or if it was the end zone that that football was   caught with two hands and it was the one two step  right before the line now if I think back to the   tom and jerry cartoons we would just move the line  over it's just a shift of the line it's a perfect   touchdown because we're just going to edit that  and move the line out a little bit and you know   you see it makes me think about the old tom and  jerry cartoons where the rule was broken you just   curved it out and it fit and sometimes RPA  projects are just like that if it doesn't   fit the first time we change the project and  we make it fit but I think that the driving   force for all of that is having the acceptance  that you can make decisions everyone wants to   be independent own their small part of what they  do and be able to decide and you know it could be   as simple as I’m working from home today maybe  it's I’m working from Starbucks this afternoon   or maybe it's as big as changing the rules to a  project that's going to affect a client a customer   or even a bottom line item that is important to  some of their managers or some of the larger team   so I want to switch gears a little bit these first  two tips that we gave again looking at starting   with why and building a culture that really is  focused on inspiring real-life decision-making   um and talk a little bit about I mentioned  at the beginning the buying power behind the   millennials and how you know your customer whether  you're a b2b company or b2c is likely going to   be heavily made up with millennials and I want  to talk about especially as we look at digital   transformation and some of these intelligent  automation tools coming into the marketplace   as consumers we're interacting with them all  the time so I want to offer some tips on how   to make your customers happy through your digital  transformation and I want to start with something that is focused on how does your customer service   team or your outreach that's directly engaging  with your customers manage communication and   I’m gonna say right off the bat sometimes I  wanna talk to a person and that's coming from   somebody who is a millennial and somebody who  is super excited about intelligent automation   but if the chat box or the voice over  um ai isn't doing what I want it to do   I need an escape button um I think that as  we start to look at these technologies coming   into this space where customers are engaging with  um you know maybe not always 100 human and there's   automation involved in the scenario what are the  tips that we have for people as they're looking   at implementing these types of tools so I know  Ryan you've heard me and my stories about both my   husband and I losing it and yelling at voiceovers  when we just want to talk to a person um so before   we dive into you giving your thoughts on this I  want to open a poll to the group and see how many   people have actually been through this experience  um the same way that I have so for anybody that   is on I am launching a poll right now I want  to hear have you um yelled at a chatbot before   or are you like a very nice more relaxed  soul that has not done this before   and this is one of those things that so  many so many of our enterprise customers   and even the experiences we have as customers  they're they're implementing whether it's a   chat bot I think the voice over bots have been you  know in a call center have been a thing for some   time but I just think about these the calls that  I often have to the large telecom provider which   I won't name but that you absolutely get stuck in  this endless loop of I need help this isn't the   thing I need help with go back to main menu and  there's no way to just yell operator support zero   press zero so many times that this is left out  of the development cycle and I have to imagine   I’m looking forward to this quick poll here  because I have to imagine that just about everyone   is going to be screaming yes I don't have one of  these chat bots or these voice automated systems   because we get trapped in endless loops and if  you're not thinking about how to come out of that   in your intelligent automation journey there's  human workers that are in the loop there's not   just completely robotic work factory office these  things have to change a bit so are we putting that   into our projects are we making rules that are  rigid and not able to fit what the user expects   so I didn't see the results did we get results yes  so the results are that 93 of us have yelled there   it seems like there's a couple out there who are  the nice compassionate souls that are probably the   people that still say thank you to Siri and Alexa  and google every time they interact with them um   but I you know this is I think a pretty universal  challenge that people have with um kind of the   growing pains of this industry right over  time ai is gonna get more intelligent and   chat bots and voiceovers are going to be able  to accommodate more and more of these exceptions   but I think this overarchingly talks about  at the idea of making sure that you're not   just automating for automation's sake and that  you are truly thinking about all of the people   the people that are at the center of your digital  transformation and really looking at the process   and the people and then bringing in technology  to support your automation efforts versus you   know I heard someone talking the other day about  blockchain technology and they were like well   I want to hesitate I don't I don't always just  want to throw a blockchain at it because we can   I think the same thing is true about I don't  want to just throw a bot at it because we can   let's be purposeful with how we're managing the  transformation and still thinking about the fact   that at the center of all of this you have your  customers and your employees that have to be a   part of that process that's a big point because  when you when you talk about digital assistants   about an Alexa a Siri of course we like to yell at  these things of course when they don't cooperate   they bother us sure maybe you can whisper sorry to  Alexa but I promise she doesn't have feelings just   like the bot that's helping you with your email  this morning or helping you plan events in the   future or scanning your invoices they don't have  feelings if you have a bot who's managing your   call center that of course still today does not  have feelings but this is why the people matter   this is why no matter their age their background  their demographic they matter it's not a catch-all   that a call center can face there's not a if then  or statement that solves this human touch is still   relevant even if we're not allowed to shake hands  and we have to bump elbows or we have to see each   other through these devices but it does matter  and it should continue to matter and it should   matter in the conversations that we're having  because it goes beyond the culture it goes beyond   the experiences that we have it goes into this is  just the way things are always have been done this   is the way we need to change it or this is the way  our customers partner does it or this is the way   our competitor does it it's time to be better so  I think you have to think about what the actual   process will be for your customers what your  employee journey will look like how are they going   to interact and be a critical thinker to solve  these problems obviously it's not simple but it's   just some advice to yes deliver your core product  as best you can be but remember that one trip up   could leave a lasting impression and if I know  any better it's probably gonna lead to the next   I know topic about millennials is that if you  mess up they're not coming back so I think it is   the next topic but I want to sort of just explain  that as it's not convenient it's not supposed to   be but looking at how things work yes sometimes we  just want a person but also think about as you're   going on this journey of transformation or you're  instilling a new project into your department   think about the people they do matter so i'll  throw it to you as I think this is the next   topic about loyalty yeah one thought there before  we transition is um you mentioned that your ai or   your chat bot or your rpa doesn't have feelings  but your people do the other part of that is the   bots your rpa your ai they're not buying from  you and they may be your digital workforce   but you have to be acutely aware of your customers  because one they have feelings and they're people   and they're involved in this process but they're  the ones that are keeping you in business um   and when we that's you know you set me up for  the transition to this next tip is looking at   how fickle loyalty can be I think across the  board whether it's millennials or anyone else   I can be very very loyal to my favorite  brands and I think everybody has things   that they opt to clothing brands or you know  even the roll of toilet paper that you buy   but if you buy a roll of toilet paper and suddenly  they implemented intelligent automation maybe   you don't know that that's happened and something  went wrong and they didn't catch it because there   weren't enough people involved in the process  and you get your toilet paper and it's not   doing its job anymore you're not gonna buy that  toilet paper again or if my postman delivers the   envelope next door I’m okay with it but if your  robot delivers my papers to the guy next door   you're gonna have an issue by the way I’m not  gonna feel bad because they don't have feelings   you're going to be frustrated with the brand  and you mentioned this idea of making sure   that your core business is always on point um and  that you are constantly delivering the value that   you've promised to your customers and um I think  that it's really important as companies are going   through digital transformation and changing the  way that they interact with their customers that   they keep this idea of your core business be  like keep the main thing the main thing because   ultimately um if you aren't going to meet my needs  there's 15 other companies that I can find with a   you know on the first page of google when I look  for a competitor and um you need to make sure that   you're gonna continually meet my main need now  do I want other great things from a brand like   charitable giving or um you know funny jokes on  their social media or all of those other things   yeah sure those increase your brand awareness  those make you a company that people enjoy   engaging with but I you know Ryan I shared a  story with you earlier this year at the onset   of COVID where my husband bought from a brand  that we have everybody in our family all four of   us have multiple things and it's not a cheap brand  and he bought something tried it on it didn't fit   he sent it back in it took less than two weeks  for everything when he was giving him his money   it took almost two months for the return to  hit our bank account after we made the purchase   and during that time they were all over the news  for big social media um campaigns that they were   running and um statements that they were making  at you know a political level they were changing   manufacturing to make political statements and  politics aside I just want you to do what you're   supposed to do and help us make the purchase  of your clothing or help us manage that return   or at the very least communicate effectively  what's going on on your end by using your your   fancy new technology and automation um rather  than scheduling out all your social media posts   and you know that that one bad experience  has been enough for our le our family for   the last six months to look at other brands  to make our purchasing decisions and um I   i feel like I’m a decently reasonable  person so if I’m having this experience   I would imagine people with a lot of emotions  behind their buying power are making these types   of choices all the time um what is important  to you in terms of like a company delivering on   their kind of core promise or like what is  something that might make you lose your loyalty and it goes back to your point about you expect  them to deliver on their core products if you're   not delivering on your core products what are  you doing well then because to your point whether   it's clothing a piece of furniture something that  there's an issue for you you sell furniture sell   me furniture deliver to my front door make sure  there's no rips tears stains anything like that   but the rest of the stuff is my new um I  think when it comes down to it we expect   customers to be right but not because they're  right but because the game has been elevated   contenders like amazon have done better they have  raised the bar so that all of us have expect have   come to expect more whether you're a millennial  or not the fact that you can pull up your cell   phone today and there's going to be a device or  the thing that your package arrives by midnight   tonight if you have a dilemma where you need  to return something you can use OCR technology   to scan your product to scan a barcode to scan  your id to verify an envelope to verify this   if you're a company who's not implementing these  technologies so that when your customer goes to   return an item and this is one example there's so  many you could go through onboarding or something   about you know signing up for a new product  or a new release if I’m on a mobile device and   you're still requiring me to fill out all my name  address you don't have a means to take my driver's   license take a picture of it and capture all that  information or take an invoice at a loading dock   snap a photo of that and put it into my erp system  and from the employee side of that that's an issue   I still want to throw this out there because  I think it's it's so valuable we put it in the   blog but it is about Jimmy Fallon's 2005 comedy  series but it was fever pitch you know you love   the socks was the quote but have the socks never  loved you back and the fact is is that many of   these providers whether they're large brands or  small have we ever felt like they loved us back   and if they haven't or if they're not continuing  to provide that love through exceptional customer   service and exceptional delivery of products  well then there's someone else that's going   to go out there and do it and of course  for my UK friends go read the article we   do mention arsenal it surely is in there so  I’m glad we did that thanks for having them   but I think that there is so much to be  said is that we lose sight of our purpose   as we try to be something for everyone  and we have to go back to our core values   loyalty is one thing but if you lost me you lost  me and I’m not coming back and I know Ema because   of your frustrations when we had that conversation  about your products it's an issue and it doesn't   it's something that doesn't need to  be a part of the issue or the problem   simplicity delivering me my products on time  how I want them and just continuing to do that   you don't need to be something for  everyone focus on what you do really well   take that and do it 10 times 100 times and a  million times over it's what makes exceptional   brands exceptional they continue to provide their  core value they do it repeatedly and they scale it   it's not it's not that we demand this because what  we do but it's the fact that others are raising   the bar and we should all we should all step up  to that because rising tides make all boats float   so it's time that we all start floating a little  bit better so we've got just a couple minutes   left together and the last tip so I want to review  for the group the first one is start any digital   transformation or really change management  within your organization by stressing the why   um the second one is really looking at how do you  build that culture as more than slides from google   they you know they have the slides and all these  fun things within their culture but they're also   giving people time to think and they have the  20 rule where they encourage creative thought   and and individual work efforts we're looking  at the human aspect and making sure that any   transformation you have comes back to focusing on  the people that are in the center of your process   looking at encouraging that loyalty through  keeping the main thing the main thing or   focusing on your core business and our last tip as  we we look at rounding out our conversation today   is really to focus on making doing business  with you as simple as possible so Ryan mentioned   at the beginning that the whole catalyst for  this discussion was he and I were just having   some time where we were catching up talking with  one another and he mentioned that he had just   gotten a contract from somebody that required a  wet signature and um you know we started having   this conversation of oh well you know there wasn't  an option for you to electronically sign that or   and um it was a project you were excited to  do correct me if I’m wrong Ryan but it took   way longer for you to execute that contract  because they didn't make it fall off a log   simple for you to do business with them um I you  know this is a silly example but I can put like   200 worth of something into a cart and if I don't  get free shipping because they didn't make it easy   for me I’m I might abandon that entire cart for  like the six dollars worth of shipping charges   that I would get for bringing it to my house  because it's like oh well that's not that no no   no that's not easy for me to do business with you  now and I think the same can be said when we look   at how easy are you making it for your employees  to do their job are you giving them the tools   that they need to be efficient and effective and  enjoy their job um so you know keeping it simple   sounds really simple at the top level but for an  organization it's not necessarily simple to keep   it simple but your goal should always be to keep  things streamlined and focused for your customers   and your employees Ryan before we end our time and  look to see if there's any questions here do you   have advice for people on how to keep it simple  well I think you did a really great job of making   it simple keeping it simple but recognizing the  importance again going back to people processes   and technology you probably already have the  people your processes well they might be broken   if you don't already have the technology it's  out there you can reach out to me we'll be glad   to tell you not only about the products that we  have and the technologies that we find cool or   ones that we work with on the regular but all of  this really comes down to you know the why when we   started from the beginning is starting with you  know starting with why and I think we've really   gone full circle into the reason why is to make it  all simple these steps these tips are really about   making all of our organizations better whether  that's happening through our processes through   the technology or by educating and improving  our people so I think that all of these are   some real life experiences I wish we could give  you all the details of these things in 45 minutes   of course we can't but I think that the importance  that over this overarching from cubicle to couch   the workers are now different the places of  work are different and I think so many of our   colleagues when we talked about this session was  like whoa you guys are going to do that you're   going to put your millennial age group out there  it is a big age group um but it's also it has a   large buying power it makes up a large portion of  your enterprise workforce and it's not because we   just want to shout out the rooftops and talk about  me or it's really about this is the way the game   is changing the football field isn't the same  size anymore and by the way it might not even   be in person anymore so I think that's the thing  that we have to look back on these five tips   is to look at not only from maybe you want  to do this with your millennials but how can   you do this with your workforce because even the  older groups are starting to expect these things   give your grandpa a nice iPhone and he's going  to think amazon can deliver on time every day   and if you're the customer or you're the provider   that can't well grandpa is going to change  his ways too so I think all of these are some   fantastic tips there's some real life experiences  in here from customers from cases that we're   seeing where technology is being implemented but  the simple point about signing on a piece of paper   I didn't know what to do you're right I decided  but how am I getting it back to you do you   expect me to run down to the printer that's  on the first floor when I’m on the third floor   oh boy I might just let that sit there for four  days and if I’m doing it your customers are doing   it others are doing it it goes to the junk drawer  we need to change the game and we need to elevate   well thank you so much for spending the time  with me Ryan and everybody that's joining us on   the live broadcast today we're going to take this  and post it like I do weekly with the digital   transformation talks but I encourage anybody like  Ryan said who's got questions or wants to talk   through this reach out to one of us we'd be more  than happy to have a discussion with you about any   of these topics or specifically on the types of  intelligent automation that we help support our   customers with um and then I’d also encourage you  to take a look weekly at the discussions that I’m   having in this series I think there's a lot of  really valuable real world experience that'll   come your way when you engage with those videos  so thank you everybody for your time and Ryan   and I will stay on for any questions here for a  couple minutes but otherwise have a wonderful day

2020-12-22

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