>> Live from Orlando, Florida
its theCube
covering Enterprise Connect 2019.
Brought to you by Five9.
>> Hello from Orlando, Lisa Martin
with Stu Miniman theCube.
We are live, day three at Enterprise Connect 2019.
We have been in Five9's booth all week
and we're very excited to welcome
to the program for the first time Harry Moseley
the CIO of Zoom Video Communications.
Harry thanks so much for joining
Stu and me on The Cube today.
>> Lisa, Stu its a pleasure to be here,
thank you for having me.
>> And you're a hall of famer, you have been inducted
into the CIO Magazine's hall of fame
and recognized as one of the world's
top 100 CIO's be Computer World
>> Yes that's right
>> So we're in the presence of a VIP
>> (chuckles) Well thank you for that
it's, as I say its all credit back
to the wonderful people
that have supported me throughout my career.
And I've worked with some amazing people and leaders
and, who have supported me and the visions
that I've created for their organizations.
And so, I understand its about me
but it's also about the great teams
that I've worked with in my past.
I can't make this stuff up, yep.
>> Harry, we love talking to CIO's
especially one with such a distinguished career
as yours 'cause the role of CIO
has gone through a lot of changes.
IT has gone through a lot of changes.
You know we've been doing this program for nine years.
Remember reading Nick Carr's IT, does IT matter?
And you know, we believe IT matters more than ever
Not just IT, the business, the relationship
maybe give us a little more of your
view point as to the role of the CIO
and technology, at a show like this.
We hear about the CMO and the business
and IT all working together.
>> Yeah so its actually, in my opinion,
there's never been a better time to be a CIO,
irrespective of the company you are in,
whether its a tech company
like where I'm, you know Zoom Video Communications
or any one of the prior companies I worked for,
professional services, financial services.
But even when you think about it like trucking,
You think about trucking as an industry,
you think about trucking as a company,
its like it was a very sort of brick and mortars?
But now its all about digital, right?
A friend of mine runs a shipping container company
and to think that they load five miles of wagons every day.
And so I said to him,
"how long does it take to load a wagon on a truck?"
"It takes four minutes, and you know what Harry,
"we're working that down to three.
"And that'll increase our revenue by 20 to 25 percent.'
And so its just fantastic.
And the pace of change, you know
it's just growing exponentially.
It's just fascinating,
the things that we can actually do today
we only dreamed about them a year ago.
And you think about it sort of'
I can't wait to be back here next year,
'cause we're going to just lift the roof off this place
in terms of the capabilities.
And so its fantastic, yeah it's just absolutely fantastic.
>> So looking at, a lot of us know Zoom
for video conferencing and different things like that,
but you said something very interesting
in your fireside chat this morning
that I hadn't thought about,
and that is when, either going from audio to video,
when you're on a video chat
you really can't or shouldn't multi-task.
So in terms of capturing peoples attention,
enabling meetings to happen maybe more on time,
faster, more productive.
Thought that was an interesting realization,
I thought, you're right.
>> It just clicks, it just works.
You know mobile, you know when I go back
to my you know sort of' going back
and again, thank you for the recognition from the key note.
But when I go back earlier in my career
it's like dialing that number,
dialing that ten digit number,
misdialing that number, what happened?
I got to' hang up, I got to' get a dial tone,
I got to' dial the numbers again.
Now I'm like two minutes late
and I know I'm late
more often than I'd like, but when its late
because of something like that,
that's frustrating.
That's really frustrating.
And so the notion that you can just click
on your mobile device,
you can click on your laptop,
I have no stress anymore, in joining meetings anywhere.
I love telling the story about how
I had a client meeting, I was in O'Hare Airport
and I joined the client prospect meeting.
I joined the prospect meeting on my phone
using the free wifi service at O'Hare Airport.
Put up my virtual background on my phone
I just showed you this Stu, with our logo
shared the content off of my phone
18 minutes into this 30 minutes call,
the person I was talking to, the CIO for this firm
called a halt to the meeting.
This is what exactly what happened.
Enough, I've heard enough.
(announcement in background)
>> Keep going.
>> Keep going, okay.
Enough, I didn't know what enough meant.
And so I was a little spooked by that if you will.
He goes, "you're on a phone, you're in O'Hare Airport,
"you've got a virtual background,
"you're sharing content, its all flawless.
"Its like this is an amazing experience
"that we can't get from all the technology
"investment we've done in this space
"for our company.
"So guys, enough.
"We're starting a proof of concept on Monday.
"No more discussions about it.
"Harry, looking forward to being a business partner."
>> Does it get better than that?
>> It doesn't get better than that.
Its like you know, you hop through security,
you get on a plane,
and its cruisin' all the way home.
>> Yeah I mean Harry, I do have to say,
you know disclaimer, we are Zoom customers
I'm actually a Zoom admin and its that simplicity
that you've built into it is the experience, makes it easy.
>> And then when you, and Stu, sorry to interrupt you
but I got really excited about this stuff as you can tell.
But, and then you look at the enterprise.
So you're admin?
You get into the enterprise management portal
and its like Stu, I had a really bad experience.
Oh let me look that up, oh yeah, okay.
Where were you?
You know, I was in outer Mongolia
Ah okay, about five minutes into the call
you had some packet loss, its like yeah it wasn't.
But it still maintains the connection, right?
So you can actually, so our Enterprise
Management Portal is awesome.
>> Yeah so that actually where I was going
with the question, is you know I remember back,
I actually worked for Lucent
right after they spun out from AT&T.
And we had videos talking about
pervasive video everywhere, in my home
in the business.
Feels like we're almost there
but still even when I have a team get together
my folks that live in Silicon Valley,
their connectivity's awful.
You know when they have their, and its like oh well
my computer or my phone don't have the cycles
to be able to run.
Maybe we have to turn off some of the video
Are we getting there, will 5G solve some of these issues?
Will the next generation of phones and computers
keep up with it?
Because it's, I'm sure you can guess
we're big fans of video.
It's a lot of what we do.
>> Because video is the new voice, right.
We like video.
If I can only hear you and I can't see you,
then when I make a statement
I can't see you nodding.
If I say something you like, you nod.
So we get that concurrency of the experience
Again it comes back Stu, where were we a year ago?
The capabilities we had,
where will we be a year from today?
Whether its AI,
whether its the power in the device in front of us
whether its the network,
you know, 5G is becoming a reality.
It's going to take some time to get there
but you've got sort of great technologies and capabilities,
that you know, you look at the introduction of our
real-time transcription services.
I mean how cool is that?
I'm sure there's lots of questions,
so lots of people would ask about that
real-time transcription in terms of, well what's next?
I'm not going to talk about what's next.
But as they say in life, watch this space.
>> Yeah, just you made some announcements
at the show with some partners
I actually believe Otter IA is one of the ones
you mentioned there.
I got a demo of their thing, real time,
a little bit of AI built in there.
Can you talk about some of those partnerships?
>> Yeah so we have great,
we love our partnerships right?
Whether its on the AI space, with Apple and Siri
and Amazon and Otter.
We also love our partnerships with Questron and Logitek
and HP, and Polly of course.
Again its the notion of, we have terrific software.
You guys realize that, right?
Its terrific software, proprietary QOS
proprietary capabilities,
its like its a fantastic experience
every time on our software.
These partners have great technologies too.
But they're more on the hardware side,
we are software engineers at our core.
As Andreson said, I think it was about ten years go,
"software is the easing thing in the world
"so you take terrific software
"you imbed it in terrific hardware
"with terrific partners and what happens
"is you get exceptional experiences."
And that's what we want to deliver to people.
So its not about the technology, its about the people.
Its about making people happy,
making easy, taking stress off the table.
You go to the meeting, you light it up,
you share the content, you record it,
you can watch it later, its just terrific.
>> So the people, the experiences you about
we've been hearing that thematically
for the last three days.
As we know as consumers,
the consumer behavior is driving so much of this change
that has to happen, for companies to not
just digitally transform, but to be competitive.
We're in Five9's booth and they've mentioned
they've got five billion minutes
of recorded customer conversations.
You guys can record,
but its not just about the recording
of the voice and the video and the transcription.
Tell us about what you're doing to enable the context,
so that the data and the recordings have much more value.
>> Yeah so , I mean
its the notion
of being able to sort of rewind and replay.
I'll give you another example if I may.
Coming out of an office in Palo Alto
jumped in the Uber, going back to San Jose
for a client meeting.
I'm a New Yorker as we talked about a few minutes ago
and, I don't know the traffic patterns
in Southern, in the Valley.
And its about 5:00 o'clock, 5:15.
San Jose meetings 5:45.
Normally it would be fine, but its rush hour,
what do I know about rush hour?
I know a lot more now than then.
I realize I'm not going to be able to make it on time.
Put up the client logo, virtual background
on the phone, in the Uber,
client gets on the call, Harry where are you?
I'm in the back of an Uber.
Again, the same sort of experience.
Then he asks the question,
"well with this recording capability,
"can I watch it at 35,000 feet?"
Of course you can.
And that was it.
That was the magic moment
for this particular client, because he said
"I'm client facing all the time.
"I don't get it in time,
"I don't always make my management meetings
"so I won't have to ask my colleagues what happened
"and get their interpretation of the meeting.
"I can actually watch the meeting
"when I'm at 35,000 feet on a plane, going to Europe."
So that's what this is all about.
>> Alright, well Harry obviously this space
excites you a bunch.
Can you bring us back a little bit?
This brought you out of retirement
and the chase, the space is changing so fast.
We come a year from now,
what kind of things do we think we'll be talking about,
and what's going to keep you excited going forward?
>> So lets talk about the first part first
and then sort of' break it into two.
So yes I had a fantastic career
and I retired and so when I met Eric
and I met the leadership team at Zoom
and I dug into the technology
and I understood sort of' A,
the culture of the company which is amazing.
When I understood the product capability
and how this was built as video first,
and how we would have this maniacal focus if you will
on sort of being a software company at our core.
And how it was all about the people.
That was sort of a very big part of my decision.
So that was one.
Two is, look we have a labor shortage right?
We can't hire enough people, we can't hire the people,
we have more jobs than we have people.
So and so, retaining talent is really important.
Giving them the technology
and the studies that have been done,
if you make an investment in the technology,
that helps with retention.
That helps with profit.
It helps with, product innovation.
So investment in the people.
And the ability to collaborate.
It's very hard to work if you don't collaborate, right?
It just makes it really, very lumpy if you will.
So the ability to collaborate locally,
nationally, and globally,
and people say, well what's collaborating locally?
It's kind of like we can just walk down the corridor.
Yeah, well if you're in two different buildings
how do you get there?
And then it gives us, a foot of snow between you,
its makes it really hard.
So collaborating locally, nationally, and globally
is super important.
So you put all that together
that was the,
what convinced me to say
okay you know what, retirement,
we're just going to put a pause button on that.
And we're going to gave some fun over here.
And that really has been, so I've,
over a year now and its been absolutely amazing.
So yes, big advances.
What's in the the future?
I think the future, you know
there's been a lot of discussion around AI.
We hear that its like, all the time.
And we've seen from a variety of different providers
this week in terms of their,
their thoughts around how they're going to leverage AI.
Its not about the technology, its about the end of the
its about the user experience.
And you look at the things that we started to do,
we talked about real-time transcriptions a few moments ago,
you look at the partnership that we have with Linkedin
where you can hover over the name
and their Linkinin profile pops up.
You're going to see this,
I just see this as an exponential change in these abilities.
Because you have these building blocks today
that you can grow on an exponential basis.
So, the world is our oyster,
is how I fundamentally think about it.
And the art of the possible is now possible,
And so lets,
I think the future is going to' be absolutely amazing.
Who would have, sorry Lisa, who would have thought
a year ago,
you could get on a plane using facial recognition?
Let me just throw that out there.
I mean, that's pretty amazing.
Who would have thought a year ago
that when you rent a car,
you can just look at the camera on the way out
and you're approved to go?
Who would have thought that?
>> So with that speed I'm curious
to get your take on how Zoom is facilitating adoption.
You mentioned some great customers examples
where your engagement with them
via Zoom Video Conference basically sold the POC
in and of itself, with you at an airport
>> That's a great questions.
>> I guess O'Hare has pretty good wifi.
>> What's that?
>> O'Hare has pretty good wifi.
>> A little choppy but, but it worked.
>> It worked.
>> Because of our great software, yeah.
>> There you go, but in terms of adoption
so as customers understand,
alright our consumers are so demanding,
we have to be able to react,
and facilitate collaboration internally and externally.
How, what are some of the tools and the techniques
that Zoom delivers to enable those guys and gals
to go I get it, I'm going to use it,
And I'm actually going to actually use it successfully?
>> This is a question, I don't know how many clients,
CIOs, CTOs, C suite execs I talk to,
and they all say,
they all ask me similar sorts of questions.
Like we're not a video first culture.
Its like video, its kind of like we're a phone culture.
And then I, so I throw that right back at them and I say
and why is that?
Because we don't have a good video platform.
Aha.
Now, when you have good video, when it just works
when its easy, when its seamless,
when its platform agnostic.
IOS, Andriod, Mac, Windows,
Linux, VDI, web.
When you have this sort of, this platform
when you're agnostic to the platform,
and its a consistent high quality experience, you use it.
So its the notion of, Lisa,
it's the notion of would we rather get into a room
and, would we rather get into a room
and have a face to face meeting?
Absolutely.
So why would you get on a call
and not like to see the people you're talking to.
You like to see the people.
Why, because its a video first.
>> Unless its just one of those meetings
that's on my calender and I didn't want to be there
and I'm not going to listen.
But I totally agree with you Harry.
So, another hot button topic
that I think we're at the center of here
and that I'm sure you have an opinion on.
Remote workers.
So we watched some really big companies
I think really got back in the dialogue
a coupla' years ago when Yahoo was like okay,
everybody's got to' come in work for us
and we've seen some very large public companies
that said you need to be in your workforce.
and as I said,
I'm sure you've got some pretty strong opinions on this
>> I don't know what's going on here, quite honestly Stu
but its like I think you're reading my brain
because these are things I love talking about.
So yeah, its.
Sorry repeat the question?
>> Remote workers.
>> Remote workers, yeah.
So first of all, I was at an event recently
we talked about remote work.
We didn't like the term.
Its a distributed workforce.
>> Yes.
Because if you say you're a remote worker
its kind like, that doesn't give you that warm feeling
of being part of the organization.
So we call it, so we said,
we should drop calling people remote workers
and we should call them a distributed work force.
So that's one.
Two is,
I'm in New york, I'm in Orlando, I'm in Chicago,
I'm in Atlanta, I'm in Denver.
I'm on planes, I'm in an Uber.
I don't feel disconnected at all.
Why?
Because I can see my colleagues, and its immersive.
They share content with me.
I'm walking down Park Avenue and I've got my phone
and they're sharing content and I'm zooming in
and I can see them and I can hear them
and I'm giving feedback and I'm marking up on my phone,
as I'm walking.
So I don't feel, and then when I go to,
its fascinating, and then I go to San Jose
and I'm walking around the office
and I'm seeing people physically.
It doesn't feel like I haven't seen them,
its really funny.
I was in San Jose last week, Wednesday and Thursday
in San Jose, took the red-eye back.
Hate the red-eye but,
I don't like flying during the day,
I think it's inefficient, a waste of time.
Took the red-eye back, now I'm on calls Friday morning
from my office at home with my green screen,
Zoom background and everybody's got,
it's like I'm talking to the same people
I was talking to yesterday
but they were in the flesh, now they're on video.
It's like Harry where are you,
why didn't you come to the room? Well I'm back in New York.
It's just just that simple, yep.
>> That simple and really it sounds like Harry,
what Zoom is delivering is a cultural transformation
for some of these newer or older companies who,
there is no reason not to be a video culture.
We thank you so much for taking some time
>> Thank you, thank you
>> To stop by theCube and chat with Stu and me
about all of the exciting things
that brought you back into tech.
and I'm excited to dial up
how I'm using Zoom.
>> Well we can take five minutes after this
and I can show you some cool tricks
>> Wow, from the CIO himself.
Harry Moseley, thank you so much for your time.
>> Thank you, thank you
>> Great to have you on the program.
For Stu Miniman, I'm Lisa Martin
and you're watching theCube
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