How is the relationship between IT and its customers changing? HP’s Gwen Becknell and digital transformation influencer Tamara McCleary tell Michael Krigsman of CXOTalk about digital transformation in information technology.

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Becknell is Senior Director of End-User Experience Services within Infrastructure Services at HP, Inc. Her team is responsible for the IT employee experience for 70,000 HP employees worldwide, including such services as PC Lifecycle, O365 (including Skype for Business), Remote access, Printing, Mobility, Video Conferencing and IT Support. She was worked at HP for 20 years and previously worked in both the Defense and Biotech industries.

McCleary is the CEO and founder of Thulium, which assists Fortune 1000 companies in developing brand identities with a focus on social media. She is also an internationally recognized expert on relationships, influence and conscious business; is ranked by Klear in the Top 1% of global Social Media Influencers; is an IBM Futurist; and created the trademarked RelationShift® method.

From the transcript:

Michael Krigsman:

(08:17) So, Gwen, this notion of the technology just working; is that… Can we say that’s kind of the foundation of customer experience that you try to push forward with your users? Is that it? Or, are there other pieces? What’s involved with it?

Gwen Becknell:

(08:40) I think, to a large extent, that's true. We want to be the lights-on organizations so people don't have to think about the technology. That's a good day for us. But it's when they start to have an issue or things don't work appropriately for them and they are looking to the helpdesk and to find out what they can do differently. So, the more we can get into that kind of electricity, a lights-on mode where everything just works seamlessly for them, that they're able to work from the time they get up in the morning seamlessly through their coffee, etc. And then getting into the office through driving to work into the office, the more we can make that a seamless experience for them, the better off we are, right?

(09:21) So, in my team, we’re really working on the mobility play and how we can ensure that they can work seamlessly from one modality to another. It doesn’t matter. We want to get to a device-agnostic space where it doesn’t matter if I’m on my phone or I’m on my computer, or I’m on my tablet, that I should be able to seamlessly go from one thing to another. I should be able to transit around the building and not worry about my Wi-Fi dropping or getting in and out of a conference room.

(09:49) The workplace of the future, for us, is looking at how do I walk into a conference room that instantaneously knows that I’m there? And it can start up with a Zoom meeting or it can start up with a Skype call, and connect to being able to wirelessly share the screen with the rest of the world. And so, those are the things that we’re really working on and focused on is how do we become more in the background but just make sure that employees and, in essence, our customers, be able to do their job without having to worry about the technology?

(10:24) Another example: If you think about video conferencing with Zoom or with Skype, typically, people build in ten minutes at the beginning of their meetings when they go into a video conferencing room because they know the technology, they know that they're going to have to figure out how to connect everything together. Do they have the right connectors? And so, what we're trying to do now is just really look at the easy button, right?

Tamara McCleary:

(11:42) Well, I think, you know, as far as what employee expectations are in the IT department, I think the IT departments; I have a lot of compassion for the IT department. Because, the IT department is asked to do all kinds of things now, not tomorrow, and then, it seems as if different factions within the organization, whether it’s sales or marketing or customer service, product development, all of a sudden, every department is actually can be chasing shiny objects. And then, all of a sudden, they shift gears and they want something else and they come to IT and they want to get it done, not really realizing all the things that IT is already invested in and working towards.

(12:31) And so, I think that the employee expectation is almost as if IT department is a department of wizards that have the magic wands and whenever you have a desire, you go and you ask the IT department and then they should just be able to do it right away.

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