MAHMOUD ELASSIR: Welcome to the session
on how Google Cloud's delivering enterprise transformation
at scale.
My name is Mahmoud ElAssir.
And I lead customer experience for our strategic accounts
at Google Cloud.
I joined Google in late 2019 after spending
over two decades at Verizon, where I had multiple technology
leadership roles, like the senior vice president and CIO
for our files business.
And in the past four and a half years,
I was the senior vice president and CTO for IT,
where I led the Verizon journey to the cloud
with AWS, Oracle, GCP, and started
the transformation of Verizon into a data-driven powerhouse.
It's interesting to note how technology changes so fast.
In 2016, AWS was the right choice
for datacenter migration, just like the mainframe
was the right choice in the '70s and '80s.
Today, it's all about multi-cloud.
It's all about applied AI.
So I cannot be more excited to be here at Google,
building our enterprise experience and teams
and helping our most strategic customers unlock the superior
capabilities of Google Cloud and helping them to transform
and win faster.
Our mission in customer experience
is to help our customer adopt and realize value
from Google Cloud solutions.
We win when our customers win.
I hope you had a chance to watch John Jester and Melanie Bragg's
session, which goes into deep into how
we're investing and building our customer experience
organization.
Today, I have two objectives.
One, first, I would like to highlight
how we're orienting our customer experience to support
our most strategic customers.
Then, I want to share a few examples
on the work we are doing to support our strategic customers
across different industries.
We're building deep expertise for enterprise
in every region and every industry
to help our customers transform and win globally.
And this list is growing rapidly,
with many new kind of partnerships
that we are announcing during Next OnAir over the nine weeks
period.
By listening deeply to our customers,
you, we have built our strategy under Thomas' leadership.
And we are creating a customer experience organization
with more depth, credibility, and enterprise readiness.
Within customer experience, we have five main pillars.
Our Professional Services teams now
can help you with datacenter migration,
with mainframe migration, and with scaling AI and ML
solutions.
We restructured our Support team to have more customer context
and to have deeper expertise in the products
and services of Google Cloud.
Also earlier this year, we launched a premium support
offering with a Mission Critical Support option
that will give you five minutes p0 SLO.
Our learning team recently launched skills and knowledge
badges and certification program to help
you build deep expertise into our modern technologies.
Our Customer Success Team is continuously engaging with you
to help you accelerate the time to onboard on our cloud
and to build your customer success plan,
helping you realize value faster from our solutions.
And we continuously build our-- and improve our products
and services by listening to you, our customers, also
the feedback we get from our partners.
So that's a huge investment we're also making this year.
And lastly, so we're building my team, which is the--
I would say the Transformation Officers Team.
So this is a team of industry CIOs and CTOs
that we're hiring to cover our strategic customers
in every industry.
And they bring two items to the table.
First, they bring deep industry knowledge
in the respective industries we're focusing on.
And two, they bring credibility of having
led technology transformation at scale in that industry.
Let's go a little bit deeper into these transformation
officer roles.
There are three key ways they help you transform.
First of all, they provide strategic thought leadership
for you and your team through this transformation journey
and adopting cloud.
And the way, kind of the transformation officers
focus on a handful of clients, up to three customers
at a time.
And this will allow them to spend lots of time
and collaborate with you and your team to help you be the--
transform your business and win in your market.
At the same time, these transformation officers
will act as the coaches for our Google side
and continuously will get our team
to continuously de-risk the program
and help them kind of think as be in the shoes of the customer
and build customer empathy, continuously
de-risking to ensure delivery.
And the third area, these transformation officers work
across Google and Google Cloud with other partners,
like Google Health and Verily and Google Travel
and Google Automotive Services and Android
and everywhere in Google to help pool these expertise
to help you differentiate in your transformation
and deliver faster.
So, as you can see, you get lots of support
when you work with us.
Here's an example of the Google Cloud Customer Team.
As you can see, there are many individuals
on this page, all of whom are here
to support you through this journey of partnering with us
and migrating to the cloud.
The transformation officer play key role
in engaging with you and your leadership team,
as well as providing guidance to our account team.
This is a service that we provide
throughout the delivery.
And it is something that we believe
differentiates Google Cloud.
Here are a few examples.
I want to start with the health care industry.
So we just hired Ryan Terry, who was the business president
at Hill-Rom, which is a medical kind of platform,
device platform.
He's done lots of transformation in the health care industry.
So the health care industry has been
at the forefront of the fight against COVID,
working tirelessly to accelerate drug development,
meet heightened demand for PPE, and rethink
the delivery of patient care.
There are three areas we're focusing on
with our health care customers.
First one is that telehealth.
The global pandemic has proven that telehealth
is an effective way to deliver care.
According to McKinsey research, consumer adoption of telehealth
has skyrocketed from 11% to 46%.
And 74% of telehealth users have reported satisfaction.
Our team is working with several providers
to build clinical and patient-friendly telehealth
platforms with easy integration to hospital scheduling and EHR
systems.
The other area is advanced clinical research
with faster times to drug approval
and better patient outcomes is a priority.
We are using our unparalleled tools
in high-performance computing and AIML
to develop sophisticated models to expedite the drug discovery
and approval process.
And finally, we're working with the hospitals
to enable better decision making for caregivers
and within business functions throughout the use
of analytical tools with more streamlined ways
to access data from disparate systems.
Shifting gears to the financial services industry,
and this is where we hired David Knott as the-- he was
the chief architect at HSBC.
So our financial services customers
are on an exciting journey and challenging journey also
to redefine the banking experience.
They all want to transform the experience for their customers.
They want to reduce risk.
And they want to increase collaboration
among their teams.
We're currently partnering with our financial services
customers to mainly do a few things.
One, they want to migrate off the mainframe
and build cloud native platforms for banking, which
allow them to innovate more faster for their customers
and change the experience and be much more nimble and agile.
The other area is they want to reimagine the customer
experience with the use of data and machine learning.
And they're building 360 view of the customer, which
is helping them build more customized and tailored offers
and services for their customers.
And lastly, we are also creating new product
with our financial services customers,
especially when it comes to fraud and anti-money laundering
and so forth and so on.
And this is where we're matching their kind of expertise
with our AIML superior capabilities and talent
to transform and create these products.
Another industry here I have is telecom,
and that's dear to my heart.
We have two transformation officers
in this space to cover our customers globally.
One is Kevin Shatzkamer.
So Kevin recently joined us from Dell.
He was the CTO for the service provider industry.
And the other one is Frederic Vanoosthuyze.
And he was the CIO at MegaFon.
So Kevin is on board.
Frederic will be joining us next month.
And we're so excited to have them.
Our telecom customers want to monetize their 5G investments
and transform into data-driven powerhouses
to drive both capital and expense efficiencies.
They're also looking for new ways
to innovate and provide better experience for their customers.
So we're working with them in three key areas.
The first one is transforming their customer experience.
So we're launching-- we launched this product called
Contact Center AI, which is allowing our telecom
customers to do two things-- transform their customer
experience and their cost structure at the same time.
Contact Center AI allows our customers to auto
create both chat bots and voice bots
with our superior kind of text-to-speech and
speech-to-text capability, which is NLP capabilities.
And we have amazing results in this space.
And this product applies not just to telecom.
It applies to any industry or customer
that are heavy on call centers.
The second area, we're expanding our mobile Edge footprint
and partnering with multiple telcos in this space
to transform both the consumer and create new enterprise
experiences that will harness the power of low latency
and high throughput.
Finally, we are using applied analytics and AIML capabilities
to help our customers drive efficiency in their capital
and expense spend through a tool.
We have a new tool--
I encourage everybody to come and talk to us about it--
called Network Planner.
Shifting gears into travel and transportation--
so we hired Ravi Simhambhatla from-- he
was the CTO at United Airlines.
Ravi has been on board for the past-- since earlier this year.
And he's been heavily engaged with our strategic customers
in the travel business.
And there are few industries that
have been more impacted by COVID than the travel industry.
And rather than scaling back their investments,
we have seen our customers use this opportunity
to accelerate their digital transformation.
And we are very proud to be supporting them
during these times.
Some of the key areas we're working with our customers
across this industry are--
so one is getting them of their data centers
and getting them off the mainframe
into our cloud platform and helping them change the culture
to be much more agile, build DevOps, and build
SRE for operations.
The other area is they're using our superior AIML capabilities
and talent to drive efficiencies in their operations,
and especially their irregular operations.
Basically, when the weather, there's a storm
and they need to reschedule everything, so
how do you use AIML for that?
How do you plan the last-mile routing?
So lots of opportunities here to reinvent that business
with our superior capabilities.
And finally, we're also partnering with them.
And there's an area where we call Google Travel into this,
and to help create new products and services for both consumer
and enterprise customers, and allow them to make
new kind of types of revenue.
So these are a few examples I share
with you of the work we're doing across supporting
to support our customers transform and differentiate
and innovate across multiple industries.
There are many more examples.
I'm happy to talk about them more in a different occasion.
In closing, I'd like to leave you with three key takeaways.
The first one, I hope you see the customer centricity.
We at Google Cloud are all about you, our customers,
and helping you realize value through our products
and solutions.
The second one-- we continue to make big investments to support
you, our enterprise customers.
The transformation officers are part of that investment.
But as you heard from Thomas and John,
we're tripling the investment in our go-to-market teams.
And that's where we're investing in our transformation officers
team.
And the third area, you can see Google Cloud, also we
can pull in all the assets across-- these transformation
officers will pull in all the assets from across Google
to help you differentiate your experiences for your customers
and help you win faster.
I hope you enjoyed our discussion today.
Here are a few final tips to go deeper.
And please, do not hesitate to reach out to your sales rep.
If you'd like to set up a conversation with me
or anybody from my team, we're happy to go deeper with you
and answer any kind of questions or tackle any kind
of opportunities you have.
We look forward to hearing from you.
And thank you for tuning in.