EUGENE YEH: Hi, everyone.
My name's Eugene Yeh.
And I lead the Growth Team here within Android Enterprise.
That's the team that's out there working
with the partners in the ecosystem
to ensure that you can deploy Android successfully
for your business.
We're incredibly excited to talk to you today
about how Android can transform your front-line worker
experience.
As more teams are working remotely,
it's more important than ever to have
the right tools in the hands of all of your employees.
More than ever, the customer is at the center.
And their expectations are rising.
The hurdle to keep customers happy
continues to rise as everyone becomes
accustomed to having everything at their fingertips whenever
they want it.
Over 30% of customers said a single bad experience
would cause them to stop doing business with a brand
that they love.
Over 40% would stop supporting a brand
if they had a bad experience with either poorly informed
employees or if they had just an inefficient experience at all.
If you look at these numbers, a single misstep
by almost any employee could cause a customer to flee.
How can you be certain that everyone at your company
is trained, enabled, and equipped to meet this high bar?
For many companies, this starts on focusing
on knowledge workers and the customer digital experience.
However, for many customer experiences,
the front-line worker is the worker that's actually
in contact with the customer.
When you go to a store to make a purchase,
you're expecting that the shelves are stocked,
the sales associates are helpful and informed,
and that any assistance that you need
is on time and of the highest quality.
All of these require front-line workers
to have the right tools.
They need access to the latest buying trends
and all the delivery models that you spent
millions of dollars developing.
They need quick, reliable checkout capabilities.
And they need to know that you know everything about them.
All of this information needs to carry forward from the store
all the way to the customer home.
And unfortunately, many front-line workers
are being left behind.
While the knowledge worker environment
has evolved in the last five years,
front-line worker experiences have remained stagnant.
Knowledge workers now have the power of the entire company
at their fingertips.
They have Cloud and SaaS resources, productivity tools,
and communication tools all available to them.
All of the tools that have been made
available to the enterprise market have been made for them.
However, how do you make this apply to the front-line worker
as well?
A large problem here is that front-line workers
are undermobilized.
It's not surprising that their workplace experience
hasn't changed when 90% of the company's mobility
and resources go towards knowledge workers.
And despite this incredible need and opportunity
to provide best-in-class experiences,
front-line workers just aren't given the mobile devices
or resources that they need in terms
of being able to provide that experience to the end customer.
So how do you ensure in this world
that you aren't exposing your business
to the 30% of customers that would leave when they
get a bad experience from your undermobilized front-line
workers?
As you can see from the Gartner report,
this is starting to change.
Customer-centric organizations are now
overinvesting and increasing their investments
in the mobility of front-line workers.
And let me give you an example of how
this works in retail today.
Like we covered earlier, companies
have invested in infrastructure to improve
the digital experience and to provide them
with a 360-degree view of the customer.
They know how to provide the right message at the right time
to the right customer.
They're pulling together data from ads, social media, buying
habits, industry trends.
And they know how to do this in order
to engage the customer at a digital level.
However, a lot of times, this just doesn't reach the store.
When you have all of this information for the customer,
and they walk into the store, they're
expecting that to carry over.
However, oftentimes, the front-line worker
just doesn't have a mobile device
and therefore doesn't have access
to all of that rich information.
So imagine yourself as an end customer walking 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 of what
they're doing in the store and interactions
with the front-line associate are no longer
populating your back-end infrastructure.
And 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 front-line worker
as well.
And how does that work?
It starts with mobility.
If you give a mobile device to a front-line worker
and give them the right applications
to be able to access the right corporate resources,
you now enable a digital to brick-and-mortar experience
for the customer that 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 layer.
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 data.
The data that you've spent so much money aggregating
and trying to parse into useful information
can now be in their hands.
And they can now take action against it
in a way that creates real business
impact for your customers.
And 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 that 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.
At Google, we've not only invested in the general Android
platform.
We've 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 look everywhere from the hardware layer,
to the operating system, up to Google Play Protect,
and finally to management APIs.
At their hardware layer, Android utilizes a trusted execution
environment to ensure that all secure processes
are run in an isolated environment
and aren't compromised.
At the operating system level, we
ensure that all applications are sandboxed with SELinux.
And we push out security patches every 30 days
so OEMs can keep their devices current and secure.
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 through 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.
Gartner now rates Android as the most secure platform
for mobile use cases.
And finally, from an IT management perspective,
we try to make it as easy as possible.
We centralize a lot of this management
into your EMM console.
And within that console, we're able to provide
a uniform, consistent experience across all of your devices.
Whether they be the rugged devices, the dedicated devices,
knowledge worker devices, all get covered
within the single EMM platform.
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 onto the applications
so that you can be sure that your business isn't interrupted
in a critical time.
And this covers a variety of use cases, everything from BYOD
to corporate-owned device, where you
want people to be able to use it personally from a work profile
perspective, up on to dedicated device, where it's a kiosk
mode or a point-of-sale device that still provides you
with the 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've thought about the right use cases,
you think about enrollment.
We've created a platform that allows
you to enroll these devices at scale in a very simple manner.
Everything from a zero-touch process
down to a QR code or an NFC bump process
are all available to you.
So you can be sure that all the devices that you
have in your ecosystem are deployed consistently
with the policies that you've dictated.
And specifically for front-line workers,
we've created some capabilities that are
specific to those use cases.
This includes things like being able to remote manage a device,
and have a device that can be shared amongst multiple users
and, finally, having a device that
also is only specific to a single application.
Because we know that in a lot of front-line use cases,
you need to manage thousands, if not
tens and hundreds of thousands, of devices and employees.
And you need to be able to do that
in a scalable, straightforward manner.
And finally, we know that sometimes it's
difficult to build out the right solution set for you.
That's why we've created a program called
Android Enterprise Recommended that
is a curated set of partners that can deliver everything
from a device in the OEM world, through to an EMM security
solution, up 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 is applications.
One of the advantages of having a platform as flexible and easy
to use as 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 two months in the development
cycle for a new application while at the same time
increasing satisfaction by more than 11% over other platforms.
So a specific example of this is the back-of-house worker,
again, a set of people that often
aren't thought about when thinking about mobilization
of a workforce.
Supply chains 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 package needs to go.
But how do you get that into the hands of people who actually
need to move those packages?
It starts with mobilization again.
Many of the organizations that have best-in-class supply chain
management have empowered their workers with mobile devices
and then have given them applications
that tap into all of those algorithms
we just talked about.
With that, they're able 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.
And that then feeds back into the system again
in a virtuous cycle that allows you
to have real-time information on your logistics
and where assets 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-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,
they're 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, a complete view
of where your packages are and where things need to be rooted.
Because ultimately, 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 quote
from Home Depot, who has continued
to invest in mobilizing their front-of-house workers,
they see this as an incredibly strategic asset for them
to be able to ensure that items that customers want
are always in stock.
And when you've made this investment
in mobilizing your back of house and front of house,
you now can start tapping into things and advanced
capabilities such as AR and VR.
So what Home Depot has been thinking about, as an example,
is being able to do digital recognition and image
recognition of items to see if they're
placed in the right area or if they need to go to other areas.
They 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 basis.
And finally, how do you take the last leg all the way
into the home of the customer?
You need your field service workers,
whether they be delivery individuals
or whether they be people who are providing services
to the home, to be empowered with mobile access as well.
Because when they have mobile access, they're 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,
they're able to have a 10-fold increase
in the amount of parcels they can deliver
and the speed and efficiency under which they deliver them.
And so if you imagine yourself as an end customer,
being able to get the package that you want on the day
that it says is going to be incredibly important
and a positive experience for you.
And all of that, again, requires that the front-line worker,
the back-of-house worker, and the person who's actually
providing the field service are all
on the mobile platform and all able to tap
into the same corporate resource.
Because when you have that, when you have everyone
all mobilized, you now, as an organization,
can tap into all of the things that
can really take your business to the next level.
And this includes AR, VR, conversational tools
like Dialogflow.
All of these are available to you through the Android
and Google platforms and allow you to build applications
and services for your workers and for your customers that
can have a huge transformative impact.
And finally, what about your actual internal employees
outside of the front-line workers?
They also get a benefit 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 device into work
or when they're using a device at work,
corporate IT can see everything that they have.
And corporate IT also has a concern that they're
liable for personal data.
They don't want to be the one responsible for wiping
someone's photos or someone's contact information
when it's not a corporate resource.
And so the fundamental 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 there's privacy granted to the end user
so that they know that their device is separated
and that the photos that they have of their kids
won't get commingled 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, everyone from your knowledge
workers out into your front-line workers.
In addition, this extends further
into the application world.
Android as a platform is flexible enough
to give you a fantastic enterprise
experience for first-party applications, such as Gmail.
But we also integrate seamlessly with other applications
and service providers, such as Salesforce and ServiceNow.
All of this is designed to help you
bring your employees from zero to productive in the fastest
means possible.
And again, this is designed also to cover everything
from your knowledge worker, out to your 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 build mobility into how
you do business top to bottom.
So I hope you've been able to get
a feel for how Android can help you
and your business enable your front-line worker.
And we really appreciate you taking all the time
to listen to what we have to say about enabling your business
to actually transform from a mobility perspective.
Because 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 from a security perspective platform,
as well as a platform that allows you to select
development tools that bring new applications to your business.
Thank you.