Yext & Redis Help Companies Wrangle Public Data Across Multiple Clouds, Third-Party Sites & Owned Experiences

Telecom SaaS Evolution

The Big Themes:

• Telecom SaaS defined: Telecom SaaS refers to a set of cloud-native services delivering business outcomes. Networks are evolving from traditional connectivity-focused structures to dynamic, capability-driven ecosystems. Telecom SaaS signals a transition from conventional telecommunication models to a more agile, business-focused paradigm.
• Security concerns: Nokia and its cloud partners have taken robust measures to address security concerns. Their approach includes stringent security reviews and privacy management, ensuring multiple layers of security for Telecom Saas. Nokia also undergoes accreditations and independent analysis. These steps help instill confidence in customers regarding software security.
• Shift to OpX model: In the Telecom SaaS transition, there's a shift from a CapEx to an OpEx model. This represents a significant change for an industry traditionally dominated by hardware-centric and CapEx-driven approaches. There are potential advantages to embracing an OpEx model, like lower total cost of ownership (TCO). But Nokia also has options to capitalize, if that's what the customer needs.

The Big Quote: " . . . software-as-a-service demand is starting to move closer to the network in areas like security, the security applications . . . and then just network management. All of those types of applications have already started to move, as an extension of IT software-as-a-service, to be closer to the network and become what we've been referring to as Telecom SaaS . . . "

Episode 38 | IT Project Mastery

The Big Themes:

• Handling turnover: Partners should recognize turnover as an inherent facet of dynamic IT projects. It's important to obtain commitment, preferably in written statements within the project's scope to ensure the assigned team's stability. Such statements can offer a safeguard against abrupt team changes and provide a foundation for trust between partners and clients.
• Role of a "releader": The term "releader" is introduced. It refers to individuals inheriting a project or leadership role. They navigate pre-existing frameworks and dynamics. Successful releaders need qualities such as patience, people management skills, and the ability to problem-solve inherited issues. Author Jon Casteen introduced the concept in his book ReLeader: How to Fix What You Don't Break.
• Strategic vision: Project leaders should cast a clear vision for change and address reasons behind project scope or timeline modifications. Open communication gains team buy-in. Simultaneously, leaders are urged to avoid overly aggressive changes. They must strike a delicate balance between promptly addressing critical issues and preventing unnecessary disruptions during the ongoing project.

The Big Quote: “Typically, you have to fix the plane while the plane is in flight. And so, you want to minimize the feeling of disruption, internally, while still being clear that the vision and goals are going to be realized within time."

RaceTrac and Workday | A Unified Platform

Sponsored by Workday 

The Big Themes:

Workday's impact: The adoption of Workday's unified platform, encompassing both HCM and financials, has played a pivotal role in RaceTrac's ability to streamline processes, reduce post-processing time, and enhance overall efficiency.

• Cultural shift: Implementation has not only brought technological benefits but also triggered a cultural shift within RaceTrac. Employees are now more comfortable engaging with data, seeking information, and collaborating with the accounting team, fostering a more collaborative, informed decision-making environment.
• Quick adaptability: The adaptable nature of Workday's platform allows RaceTrac to swiftly adapt to changing business needs. The company can integrate new data, work with different modules, and implement changes in as little as a month, providing a nimble response to evolving requirements.

The Big Quote: " I think that the fact that we have a single source of truth, and a digestible, understandable product ... [where] I can really understand the flow of data — where it's coming from, the nuts and bolts of it — really helps me sleep better at night."

Episode 49 | AI Realities

The Big Themes:

• SaaS and AI terminology clarification: Wayne discusses the need to distinguish between various technology terms. He points out the common misuse of terms like SaaS and AI. He cautions against the trend of "SaaS-washing" and "AI-washing," where everything is labeled one or the other to generate excitement.
• SaaS and IT consumption: SaaS has brought about a paradigm shift in how IT is consumed. Unlike traditional software releases that could lead to delays and technical debt, SaaS allows for continuous updates, which means users can benefit from new features promptly. Wayne talks about the efficiency and scalability achieved by running software in a single instance in the cloud.
• Generative artificial intelligence (GenAI) prices: Companies should prepare for potential "sticker shock" in the GenAI space. Users might be initially enticed by low prices only to face higher costs later. He advises CIOs to carefully evaluate the actual cost of GenAI queries before making investments.

The Big Quote: “Well, first of all, when you look at somebody's revenue jump, bear in mind, that doesn't mean everybody's getting long-term value out of it. It means it's hyped up, and therefore everybody's trying. So, if Microsoft is charging for their Copilot, a $20 a month fee, and everybody signed up for the $20 times 100 million users, that's a revenue bump. That does not mean that over the longterm, everybody's getting their $20 value. It means we're all excited about it — we all want to try this shiny new object."

Digital Minds

The Big Themes:

• d'Skills' mission and focus: d'Skills is addressing a significant problem in the current education system. The obsolete education model fails to prepare students for the modern workforce. d'Skills aims to bridge the gap between traditional education and the demands of the future job market, with a focus on giving "native digitals" (Gen Z) the necessary skills to thrive in the age of AI.
• The state of education: The education system focuses on preparing students for standardized tests rather than cultivating essential life skills. AI's ascent is reshaping industries, and the traditional educational model is struggling to keep up. Hannah emphasizes that schools are banning AI even as it becomes a crucial aspect of the workforce.
• Native digitals' potential and perspective: Native digitals approach work, thinking, and playing from a foundation in the digital realm, extending into the physical realm, distinguishing them from previous generations. They possess a unique outlook that, when combined with AI tools, leads to innovative solutions.

The Big Quote: "Right now, parents are investing significant amounts of money in college readiness and test prep, and yet the degrees their kids are going to get are going to be irrelevant when they graduate."

Episode 37 | Lessons from 500 Reviews

The Big Themes:

• GenAI feedback: Despite being a central 2023 technology discussion theme, GenAI did not substantially transform software implementation outcomes, as indicated by data from over 500 reviews. Bonnie says the feedback she received was more about project fundamentals, such as data quality, project plans, and teams. Looking ahead to 2024, Bonnie anticipates a greater impact from generative AI, especially in terms of efficiency and speed.
• Turnover impact: Project team turnover, both within the client organization and among consulting teams, is a significant factor influencing project satisfaction, requiring careful management to avoid negative impacts.
• Realistic expectations: Setting realistic expectations for time and cost in software implementation is crucial, with the rapid selling of implementations leading to challenges when expectations don't align with actual outcomes. Vendors must set accurate expectations for customers to allocate sufficient time and resources for change management and training.

The Big Quote: "[Make] sure that integrations are being cared for, and that there's enough thought process and a plan around integrations, not 'Oh, well, it's a standard integration,' and just assume[ing] that things are going to automatically connect with one another, because it's always a lot more complicated than you think."

Co-operators, Deloitte, and SAP: Digital Trends in Insurance Sales

Sponsored: SAP 

The Big Themes:

• A pivotal shift: The insurance industry is shifting towards digitization and GenAI to enhance digital transformation and sales performance management. Experts stress a holistic approach, prioritizing interconnected ecosystems for maximum benefits from modern cloud platforms. The need to provide end-to-end experiences for customers, agents, and employees emerges as a key focus.
• Generational dynamics: Ongoing studies reveal a slower adoption of life insurance among millennials compared to preceding generations. This evolving landscape presents challenges for the industry in terms of both enticing and retaining agents.
• GenAI, a major factor: GenAI is a force within the insurance sector, influencing every facet from the front-end customer interactions to the middle and back-office operations. It can provide personalized insights that enhance both customer and agent experiences. This technology can assist in addressing persistent industry challenges.

The Big Quote: "But when you don't have that interconnected ecosystem where you're looking at it holistically and moving the whole thing in the direction forward, you're not going to get the full benefit of . . . these modern cloud platforms. You're going to just get that basic table stakes, efficiency gains, and things like that. But that end-to-end experience that you want to provide your customers, your employees, and your agents, it's not going to come together if you don't try to prioritize and manage all of these things at the same time and not lose focus on all the different areas that you're doing business in."

Episode 16 | Talent Acquisition Growth Mindset
The Big Themes:

• Shift from talent acquisition to talent attraction: Pat and Bob discuss moving from a reactive talent acquisition approach to a proactive talent attraction strategy. Rather than waiting for job openings, Pat encourages companies and recruiters to explore the market, identify top talent, and build relationships through exploratory engagements.
• Balancing diversity and talent acquisition: Diversity is important, Pat says, but a singular focus on diversity, equity, and inclusion (DEI) can hinder overall talent acquisition strategies. Instead, a balanced approach that considers culture fit, talent, and diversity as essential components is recommended.
• Persistence pays off: Identify high-performing individuals in competitors and proactively pursue them. Pat shares anecdotes about his persistent efforts to recruit top talent, even when faced with initial rejection. Building relationships and pursuing promising candidates over time can ultimately lead to successful hires.

The Big Quote: " . . . Focus on diversity at the bottom-up, not the top-down. If you really want to change the diversity of your company, you need to start with early talent and university recruiting."

Episode 32 | Youth, AI, and Innovation

The Big Themes:

• Emergence of new startup models: There's a new model of startups that leverage AI to create and innovate. These startups can emerge quickly, requiring less capital and fewer people compared to traditional startups. The example given is of a startup achieving in one year what used to take three years and $25 million.
• Youth empowerment with AI: Young people, "native digitals," have surprising capabilities when given the right direction, coaching, and frameworks. Chris recounts experiences that challenge traditional views on supervision and training. Young individuals, even without prior coding experience, can successfully innovate with AI in a short time.
• Opportunity for corporations and recruitment: Corporations, especially CTOs, CIOs, and startup founders, should explore creating recruitment pipelines for young people skilled in AI-enabled innovation. The potential to tap into the creativity of native digital individuals is a strategic advantage.

The Big Quote: "What I've learned in the last year, is that when you have legendary young people focused on this stuff, with the right level of encouragement ... well, anything's possible."

AI, Industries, and Customer Experience

The Big Themes

• Unified SAP strategy: SAP strategically integrates Customer Experience (CX) and Industries, leveraging its status as a big enterprise with 400,000+ global customers. Its unique approach of combining strengths offers comprehensive tools from supply chain to enterprise resource planning (ERP) for a seamless, industry-focused experience for a diverse customer base.
• Retail evolution: The retail space is evolving into a combination of multiple industries, with a focus on providing a smooth, connected experience for customers from discovery to fulfillment. Every step of the journey, there's a promise to the customer that needs to be met, which software can help fulfill.
• Business outcomes and AI: It's critical to focus on business outcomes rather than getting overly caught up in the technology itself. The goal is to deliver tangible value to customers and optimize operations. SAP's approach to AI involves solving for business outcomes first and avoiding distraction by the technology itself.

The Big Quote: “... what SAP will do this year, and in the years to come, is [to be] laser-focused on the outcome of what our customers are asking, independent of solutions. Optimizing the whole, looking at it as a connected, intelligent CX, that solves for outcomes at every step of the journey."