We are speaking about customer experience, and customer experience applied to IT.
I’m Michael Krigsman.
I’m an industry analyst and the host of CxOTalk.
And, I want to thank Zoom for underwriting this episode and making it possible.
We are talking with Gwen Becknell, who is with HP.
Hello to you, and thank you for being here and being a guest on CxOTalk.
How are you doing?
Thanks, Michael!
Thank you for having me today.
My role is really around the things that touch an employee.
It's all the tools that the employees need to make sure that they can get their job done
to then serve our customers - our external customers.
And, I know a lot of your focus is, in fact, around treating your IT stakeholders as customers.
That’s what you do!
That’s absolutely what we do.
So, Gwen, this notion of the technology just working; is that…
Can we say that’s kind of the foundation that you’d push forward?
I think, to a large extent, that’s true, right?
We want to be the lights-on organization, so people don’t have to think about the
technology.
That’s a good day for us.
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 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 WiFi.
And so, what we’re trying to do now is just really look at the easy button, right?
So, how do I walk in and just hit one button and instantaneously connect it?
My boss harps on this every day and until I get that easy button done, you know, our
work is really not done.
So, the whole collaboration piece is essential in the transformation of IT to be more customer-centric.
Absolutely.
Communication is our number one, you know, mode with being able to get back to the employees
and really collaborating with them and helping them to be able to get their jobs done.
So, briefly tell us about what you do with Zoom.
I know it’s all around this issue of collaboration.
Yeah.
We've been working with Zoom for about a year now, and in that time, we are utilizing Zoom
from a video conferencing perspective so, again, we can help to bring the employees
together so that they can get their jobs done.
That whole collaboration piece from a video perspective has done a couple things for us
within HP.
We have about 125 video conferencing rooms across the globe that allow people to have
a pseudo-face-to-face engagement between them and that's done a couple things.
One, it's really allowed us to reduce costs from a travel perspective because, now, you
and I can have a conversation even though we're thousands of miles away, but we feel
like we're able to collaborate together.
There are whiteboarding features and lots of different collaboration pieces that come
along with Zoom that allow us almost to sound like we're all in the same room to be able
to collaborate.
So, we see a cost-savings there and also, the ability that you're bringing our employees
together more closely.
We have about five thousand users currently within HP that are using Zoom.
It’s just starting to take off now.
We have around…
This last month, we had about 700,000 minutes on Zoom.
Wow!
That’s a lot of minutes!
So, where does this all fit into this sense of creating a bond or sense of community,
or shared culture at HP?
It allows us to enable that collaboration, right, and […] it really allows us to bring
people together so that they can have that communication mode that they need to without
having to worry about…
You can imagine a company like HP; hundreds of thousands of millions of dollars that we
spend on travel a year.
And so, if I don’t have to travel, I save time, I save money, and I’m able to then
have that same feeling of being face-to-face without having to worry about it.
I can literally just be in my current location in San Diego and I can be having a good conversation
with my boss or whoever the rest of my team that are sitting in Palo Alto, without having
to worry about hopping on a plane and taking a half a day out of my schedule to go do that.
Well, Gwen Becknell, from HP.
Thank you for taking the time!
We really do appreciate it.
Thanks for having me!
I enjoyed it.
And, a huge thank you to Zoom for underwriting this episode.
It makes it possible for us to have these incredible conversations.
Go to CxOTalk.com and “like” us on Facebook!
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Everybody, thanks a lot.
Bye-bye!