#239 Exploring the Impact of Digital Employee Experience on Business Success with Mark Banfield

0:00:02 - Mehmet
Hello and welcome back to a new episode of the CTO show with Mehmet. Today I'm very pleased to have with me Mark. You are the CEO of 1e. See, I did tell you before the way I like to do it is I give it to my guests to introduce themselves, because I believe no one can introduce someone else better than themselves. So, mark, thank you for being on the show. The floor is yours Well. 

0:00:24 - Mark
Thank you very much, and it's an absolute delight and a pleasure to be here. Thanks very much for inviting us on. We're excited to share with you some of the things we're doing here at 1e. 

So yeah my name is Mark Banfield. I'm the CEO here at 1e. I've been the CEO for just over two years and I'm having a good time enjoying leading this company, and we're doing some really exciting stuff in the enterprise around an area that we're going to talk about today, which is called digital employee experience Great, Thank you very much again, mark, for being here today. 

0:00:59 - Mehmet
Actually, it's the first time on the show. So we discuss about different experiences. So we discuss, for example, about user experience, we discuss about customer experience, but the first time we're going to discuss about both customer and employee experience and digital experience. So if you can tell us, mark, at the beginning, what is employee experience and digital experience? 

0:01:28 - Mark
Sure, absolutely Well, let me start by saying I mean, I can't think of a job any kind of job really that doesn't depend upon technology. In the last 10 years, especially, the digital transformation really has taken over and I can't think of any role that doesn't depend on technology on a day-to-day basis, whether that be in healthcare, whether that be in finance, whether that be in teaching. You don't need any role that's dependent on technology. Now, your ability to do that job and to do it well and to be productive for the company you work for is very dependent on the experience that you are provided from the technology that you use. So digital employee experience is a relatively new term that really describes the overall environment that an employee has as to how they do their job. So it's looking at measuring and monitoring and tracking the digital experience for an employee In nuts and bolts. What does that actually mean In our case? What that means is that we have an agent that sits on the device that monitors and measures every single digital experience that happens on that device. It looks at the productivity, the performance, the security, the reliability, the use of applications, the use of network. I mean anything that an employee touches on that device. We're looking at that and we're understanding it. Importantly and this is the key part about what this is, the real crux of the value of this technology is we're able to identify when there's friction, when there's a frustration for an employee because of a digital friction. That could be application crashes, that could be can't access particular applications or services, that could be a kind of intermittent slow kind of response time to the things that you're using. Whatever it may be and there's many, many thousands of things it could be we're able to identify that friction and the more important thing is we're able to remediate and actually fix the problem, importantly in real time, in that instant moment, we're able to fix the problem for an employee. So what does that mean? It means that we provide a better experience for employees and we can involve their productive and they can do their job. 

The second thing is we can ensure that it's a more secure environment. So security and experience go hand in hand. Bad security, bad experience, too much security, potentially too much of a bad experience. So it's more secure environment as well as a more business aligned IT organization. What do we mean by business aligned? It's really about ensuring that IT can solve these problems in a very, very quick fashion without incurring massive costs in the service test. And over the last five years, what's happened in IT and end user computing is that the costs to service employees has gone up tremendously. They've added more and more costs into their service test in order to support users and they don't have the technology, the platform, the tools to enable support users correctly. And that's where one e-coms is about this digital employee experience approach having a platform that allows you to react instantaneously, in real time, to resolve employee's issues. Hopefully that gives you an understanding. 

0:04:46 - Mehmet
Perfect, perfect. That's very clear explanation, I would say. Now you mentioned in. I've seen the article on your website where you mentioned a correlation between the employee experience that you just talked about and customer experience. Can you a little bit shed some light about this relationship and maybe if you can give us some examples on how one e can enhance this correlation, or correlation that's called? 

0:05:20 - Mark
Yeah, no, absolutely happy to. Well, one of the things that I always say is that you can't provide a fully mission style customer experience unless you provide a three mission style employee experience. It starts with the employee. That's the famous Richard Branson quote, which is, like you know, if you look after employees, they'll look after your customers. So it starts with providing a great environment for your employees and a great kind of basis for them to do their job. So the two are intrinsically linked. Good employee experience results in a very good customer experience. 

There's good data around that. To give you some more anecdotal examples, I mean we work with a major manufacturing, sort of automotive manufacturing company and one of the things they were able to identify is that the downtime that they experienced on the production line was so severe that, by implementing our technology, they were able to guarantee that they could produce more cars every month. So there's a direct result between the business output in terms of the actual business performance and the employee performance. So another example might be you know, imagine anyone that's in a customer-faced role, be it in sales, in marketing, in some kind of financial services, whatever it may be If you're dependent on the technology to interact with your customer and that technology is glitchy, it doesn't work or there's a problem and you're not able to fix it in real time. Now you impact a customer relationship. You impact the ability to provide a service to that customer. 

So in every example could it be healthcare you think about, like a nurse or a doctor that's using technology to access data records, medical records, in real time. If they're unable to access that technology, they're unable to rely upon that technology. Now they're potentially damaging a patient's health and they're damaging the potential health of a patient. So these are the kind of examples of almost in any industry, in any vertical you can think of, examples of how employee experience impacts the customer experience. And, as I said at the beginning, because so much of our jobs these days are dependent on technology, what organizations are starting to see is that you've got to really get the digital experience correct and you've got to really invest in making sure it's a great experience, a great digital experience, for your employees, in order to make them productive, to make them happy, as well as just be able to do their job. 

0:07:51 - Mehmet
Great, that's a great explanation, I would say. Now, you mentioned also about having the right IT service and workplace tools, so how much this is also important to have in the environment to make sure that this experience reach to the level that the management or the executives wanted to be. 

0:08:21 - Mark
So, just so I make sure I understand your question so the kind of tools and technologies that employees are being provided to do their job is what you're asking about. Yeah, so look, I mean, we live in a world today where most of the things we do on our device are a window into a cloud. So a window into a cloud application, a cloud service. More and more organizations are moving to SAS type solutions to deliver business value within their own organization. So providing the right tools and technologies, both in terms of hardware as well as the software, to your employees is critical to make sure that you give them the tools they need to do their job. The bit where digital employees that's one part of digital employees experience is making sure you've got the right technologies in place. The second part is to make sure they're operational and working. And if you think about you think about, for example, someone in an operating theater, a doctor in an operating theater, performing very, very difficult work. I mean, you wouldn't dream of giving them a blunt instrument to do their job. 

Yeah, in IT, we're very often providing employees with technology that is substandard, it's not performing at the rate that's required and the impact is dramatic. 

I mean, just to give you a couple of statistics that are quite interesting. 

Gartner ran a survey that said that 42% of employees, which is a whopping huge number 42% nearly half of all employees with a negative IT experience, is planning to leave the company. So I think we can all attest to having bad digital experiences or IT experiences and of course, we often blame IT for that, and actually the impact is, from an employee perspective, is they get frustrated and that wanting to leave the business. So it's really important to A get the right technologies in place, the right kind of SaaS solutions, the right kind of collaboration tooling, as well as making sure that those things are operational. It's great to put in collaboration tooling like Teams or Zoom or whatever it may be, but if your employees are spending most of their time frustrated because it doesn't work, because of a configuration issue or because of a network issue or because of some kind of cash issue on the device, not being able to react in real time and solve those issues is really detrimental to an employee's ability to be productive and their health, frankly, in the job. 

0:10:56 - Mehmet
Yeah, mark, you mentioned a couple of things and now, after the pandemic, it became a fact that everyone talks about the hybrid model. How difficult it is to measure, actually without having the proper tools to measure this digital experience. Because when you are sitting in the office and I know this because I was sitting in an IT department 10 years back and we were all close to each other, our customers were close to us, meet people who we used to serve but when you are into a remote, how does this become more difficult and how you can help the customers I mean your customers as one to cover also this new acceptable model, which is the hybrid or even sometimes completely remote model. 

0:11:52 - Mark
Yeah, very good question. And for the longest time, it operations have survived upon meeting SLA service level agreements. The network is 99.9%, or the service we provide. We respond within X number of hours when there's a problem from our service desk. And what we're seeing is that the forward-thinking organizations that are implementing platforms like ours, they're rethinking the way they provide a service to their employees, to their customers, their customers, the IT operations team that looks after employees' devices. Their customer is the employee. They're rethinking how to provide that service and what they're moving to is what's called excellent experience level agreements. 

Now, one of the things we're able to do with our platform is we have an agent that's constantly live and constantly on and it's constantly analyzing all the data in the device, the telemetry data, and it's providing a score, and the scores made up of stability, performance, your reliability, all these different metrics, all these different log files that we're collecting. The telemetry we're collecting is very, very in-depth and we're able to understand what the score is, the overall score. We calibrate that data. We understand how well are we providing that digital experience to that user and then what we're able to do is start to react when we start to see a fall-off in that score. So I'll give you a real-life example. 

I was on the road for a couple of weeks and anyone that works in end user computing will know, particularly in a Microsoft environment, there's this concept of drift. You end up with drift on the device. You access different networks, you access different. You know Wi-Fi routers. I mean you implement, you install new software. There's just drift that happens on the device and things start performing worse, things start performing poorly. When I came back from a two-week trip, our head of IT called me up and said by the way, we just ran just to let you know more anecdotal, we just ran some remediations on your device. We noticed that your score dropped by 25 percent whilst you were on the road. We know that the drivers needed upgrading, this, needed configuring. 

They needed to be some configuration file there was a particular, compli one of your security products was out of compliance. There's lots of things that went wrong. So you know this is very common when people work remote, because in the world when everyone was in an office, logging onto the same network, it had much more control over a walled garden. It's not the same anymore. People are connecting from home, they're connecting from different environments and therefore the ability to provide a consistent service and a consistent digital employee experience is critical. 

0:14:41 - Mehmet
Yeah, 100 percent, and you know this is a feedback I received from a lot of people. 

0:14:45 - Mark
You know when they are on travel mode. 

0:14:48 - Mehmet
It's a big headache. A lot of emails going to help desk. You know this is not working. This is slow. I can't log into this. I cannot log into that. This is resolated a lot. Now you mentioned Mark at the beginning and I'm curious to know about the metrics. You know that are on a high level. Of course I know there are a lot of bits inside from you know the deep dive perspective of tech, but on a high level I mean, what are the main metrics that you collect to give us a score, because you mentioned the score right. So how are these? You know how you determine which metrics you should measure in the first place and what are usually the main important ones that we need to focus on. A customer need to focus on Sure. 

0:15:40 - Mark
Well, you know, we have a 1E 25 years experience of working in device management. I mean, this area of digital employee experience is not exactly new for 1E and actually a little story for you is that people ask me, where does the name 1E come from? Well, if you go back to when our founder, sameer Karay, started the business 25 years ago, he came out of Microsoft, working in Microsoft and he saw an opportunity to create some software that allowed him to do a very specific thing, which was, if you remember, the blue screen of death, which luckily doesn't happen as much anymore, but it still does happen. On that blue screen of death there was some syntax for 0,000, 0,0.1e and his vision and his concept was, and his kind of like desire, was, to create a company that would take away that experience for users, and that was really the start of the journey. So the reason I tell you that story is that we have a lot of experience of understanding these operating systems, understanding what good looks like, what doesn't look good, and understanding how to read the data, as you talked about the metrics. So to give you a couple of ideas, the kind of things we're looking at are we're understanding the performance of the device, the reliability of the device, the productivity of the device, by looking at all kinds of metrics. 

So we're doing telemetry, collecting telemetry data. So we're doing synthetic testing, logging into applications, checking the speed checking, understanding where the latency is so we can understand where there's a problem. Further, more than that, one of the things we're doing now is using AI. So what we're doing is we're able to look at the anomalies that are happening on the device. So when we see a spike in a CPU or something like that, we're able to correlate that with a particular impact that's happening to the user at that point in time. And we can even pop up a message to say we noticed your device is running poorly and we'd like them to confirm. Because if they can confirm then we can make sure we have that correlation and we can remediate off the back of that. So we're using predictive analytics and we're using sort of machine learning to really understand where those issues are on the device. 

0:17:58 - Mehmet
Yeah, that's great to enlighten on that, because business leaders they want to understand how they can get this experience to the maximum and the ones you mentioned are really very important. Now, talking about business leaders more like from your perspective, what are you seeing the main challenges they face to implement a more positive digital experience? 

0:18:25 - Mark
Yeah. So I think one of the challenges is is that this technology that I'm talking to you about today, whilst one ear has been around for a long time and we've had lots of different products, this area of digital experience is quite new area, a new term. It's a relatively new category. The technology we're providing this real-time automation platform is a new way of thinking about managing devices, but it's an old problem. It has not been trying to solve this problem for many years, but historically they've used different approaches to solve these issues. So it's very common for an enterprise to be using they have a service desk that can respond to users when they call in and can help them. They use technologies such as remote control. They use things like knowledge-based articles. Well, the problem with that is it's a fairly archaic way of dealing with many, many thousands of users, for example, let me give, maybe illuminate that with a bit of an example. So if you have an issue whereby you have a certain set of credentials on a device that are required in order to allow someone to access your VPN could be you need this certificate, you need this executable file in this particular location. For highly secure organizations, they're very, very strict about having the right credentials on the device, the right compliance, to allow someone to access a VPN. Well, today, if you're working for one of these organizations and, for whatever reason, that compliance isn't right on the device, the only way that you can get that kind of support from your company is to call to help desk but then to do a remote control if they're even able to do a remote control to send them a knowledge-based article which says that here's a two-page article that says you need to install this certificate, you need to do this, you need to do that. That's not a great way of solving a customer's issues Now. Instead, with us, of course, what they're able to do is actually put an agent there. The six there identifies immediately when those things are not in compliance and does what we call a guaranteed state. He actually uses a rule to enforce the device back into compliance to allow the user to log onto the VPN. So there's a real-life example of something that we solve every day for organizations. 

The problem is, this is a new area. It requires investment. It requires a different approach to how you think about managing employees' devices. Yeah, it's an automation platform. It's a very powerful platform. You can put out rules, instructions, automations that can take control of all of the devices in your fleet. So it requires a different approach and it requires a certain investment in terms of the skills and learning. Luckily, here at 1E we're able to provide some additional services along with the software, so what we call a digital employee experience expert that sits alongside the organization to provide them with the skills and the know-how and the learning to best take advantage of this technology. 

0:21:28 - Mehmet
Yeah, that's great. Out of curiosity and as someone who worked in the consulting part and this is my favorite one how fast can a client start to sense what we call the return of investment, like how fast they can see the difference? 

0:21:53 - Mark
Yeah, of course it varies, but what we have done and one of the things we do with any potential customer is we run what's called a proof of value. We don't call it a proof of concept, because it's partly a proof of concept to test the technology, but what you're really trying to do is prove the ROI. So what we do is we look through the service desk. We understand one of the highest priority tickets that we could automate yeah, which of the tickets can we remove from the service desk? Because one of the big values we provide is self-healing. We stop a ticket from ever being raised by solving the problem before the user even knows they have a problem. So we look through that and we run what's called a proof of value so that when we then implement the software, we're able to very accurately measure what the impact is of that technology and when it's been implemented. Now we've collected a lot of data and, on average, what we see is about a five month payback in terms of the investment that's made. About a five month payback, typically somewhere in the region about 600% three year ROI. So there's really significant payback that you can get with this type of technology and I think I challenge any CIO or any IT leader not to have a look at this product to see that there's tremendous value that can be provided into an organization. 

Reduction in tickets is one thing. It's a hard cost saving that you can really measure very accurately. But the other things you can do is look at things like hardware refresh. So one of the things most organizations will refresh their devices for their employees every three years or four years. And the question is do you really need to? Yeah, is the device up for you know? Should you replace the device if you don't need to? I mean, arguably you could sweat that asset longer. You could allow that device to be used longer by the employee and therefore have a significant impact in your CAPEX savings. 

So we have customers that have had tremendous impact in terms of what we call smart device refresh. They've become smarter about using analytics and experience data to understand do I really need to replace that device here and now? And the last one is, you know, software reclaim. So typically organizations deploy software left and right, everywhere, and deploy licenses and they're unable to have the ability to understand whether they really should be paying for those licenses. So one of the things we're able to do is identify the usage of that software. Look at what's the entitlement, what's installed, what are people using. And very often they can find savings by reclaiming unused software and effectively going back and reclaiming that software licensing. So lots of benefits here in terms of ROI. 

0:24:43 - Mehmet
Yeah, great, and I love what you mentioned about POC. You know I used to be a LSE and I hate the old POC, not because I don't like to do POCs, but because I'm telling it's not a new concept that I'm trying to prove. I'm trying to prove actually, yeah, that my product fits your environment, though it has a value for you. So this is why I love the word POV more than POC, 100%. You mentioned Mark about. You know AI, machine learning and you know predictive analysis that what are other technologies that I mean emerging technologies that you know you think they can also contribute, you know to enhance the digital employee experience. 

0:25:31 - Mark
Yeah, I mean the, you know. I mean, obviously, there's what we're doing with remediation and automation, and that's really about fixing, as we said, fixing the issue in real time. You know what some of the trends we see really are things like virtual desktop, virtualized desktop environment. So that's a big trend we're seeing. We're seeing more and more People shift to a virtual desktop environment because it provides them the ability to provide a better service, the ability to provide a more consistent service or more secure service. So that's a technology that we're seeing increasing. Certainly, in the pandemic, we saw More people accelerate their investment in virtual desktop environments and you know. And third industries it's much more common financial services, for sure, health care are two of the biggest ones where those organizations are looking to invest in these virtual desktop environments in order to drive a more consistent and a better service to their employees. 

0:26:33 - Mehmet
Yeah, that's that's good use case, especially the virtual desktops. So something to go to, I would say, nowadays for any CIO, of course, for, as you said, it's easy to deploy Cheaper. Now, looking ahead, mark like how do you envision, you know, the evolution of the digital workplaces and where do you see the role of one e playing in that landscape? 

0:26:58 - Mark
Yeah, great question. I mean, look, I mean I think that you know we are, as we said, we're more, more and more dependent on technology and it will continue to accelerate and we do an advent of AI and All these technologies that we are. We are going to see organizations, their employees, become more and more and more dependent on the technology they used to do their job. So the investment and the importance of ensuring that digital employee experience becomes more and more and more important Certainly it's my prediction and my, my vision. Eventually, we end up with a scenario where you know there is no bad IT day ever again, where you never come in, you know, log on at home or go into the office and be Frustrating and feel all the things are working. I foresee an environment where it's completely autonomous, where it's a Intelligent system, where the the technology is able to self-heal, it's able to identify when there's a friction, when there's a frustration, and remediate and fix things Automatically. And we're very much pioneering that path here at 1e and we're very much on that journey to provide that Autonomous computing environment. But that's how I see the future digital employee experience. 

I mean it's not enough to just monitor the problem and observe the problem. Many people provide Great dashboards, and monitoring isn't new, as you know. I mean, it's been around for a long time and there's lots and lots of monitoring companies that provide Dashboards and graphs about the performance and and things of a device or an environment, but what's really important is fixing the problem. That's the, for me, the most important thing and yeah, well, I'd like to see one day is that, yeah, there is no bad IT day. There's no need to call a service desk. Or if you are calling a service desk, it's to get advice on how to use a product better or to get training or something like that, not just calling up as saying, can you help me fix my VPN or can you help me make teams run better. 

That's, that's a bad situation we've got to in the industry, within IT, and you know, and therefore, what we're really focused on is pioneering this. There's a better way. There's a better way for organizations to provide IT and, importantly for IT, it puts IT right at the forefront of being a strategic enabler, a strategic change agent for organizations, because IT starts to set the agenda, it starts to empower employees, it starts to become a part of the organization that's really enabling employees to do great work, to give them the tools they need to do great work and to advance the company. So yeah, for me it's kind of, you know, it's a great opportunity for IT to become a really a real strategic enabler. 

0:29:41 - Mehmet
Yeah, great, mark, I really, you know, I agree I'm biased a little bit again because I was one of the biggest you know fighter, because I was saying, you know, it should not be a firefighter mode all the time. It, you know, it should be driving business, you know, for new initiatives, and it should not be wasting its resources on, as you said, like can you fix my microphone sometime, even like silly things that could be solved autonomously. So I'm biased here and, yeah, I agree with you on this. Now, any upcoming projects, initiatives that you are particularly excited that you can maybe share with us today, mark. 

0:30:21 - Mark
Yeah, our investment in AI is is quite different to how others are doing it, and we've taken a very measured approach as to how we're thinking about AI and the way that we're doing it really is to. You know, how do you find out when there's a user frustration? Well, you even wait until the user calls into the help desk and complains about it, or you run a survey, right, and you run surveys and you run sentiment analysis and you see, okay, what's the reaction from my users, how my users feeling about the service we're providing. 

The problem with that is you know, employees don't tend to respond to surveys and you know it's. The hit rate is very, very low. So we need to find a better way to understand, you know, where is the sentiment from users. So what we've come up with is this concept of synthetic sentiment. So what we're doing is using AI on the device and we're you know, we, the agent is constantly analyzing and looking for these anomalies, as I talked about earlier, and then it's doing this kind of like pattern analysis to understand what it sees. 

A performance issue on the device is then linking that to what's happening, to the friction that's happening to the user at that point in time. And we'll interact with the user at that point in time and we'll ask them questions as and when that experience starts to go bad and when they start to see drift on the device. So this drift detection technology is what we're developing, so it's kind of almost an intelligent system that's able to identify the moment that there's drift on the device, because drift leads to friction and friction leads to frustration, and so the ability to get ahead of that and be predictive and to understand where the friction is going to turn into frustration. 

And remediate that problem ahead of that point in time is really what we're focused on. So we're very, very focused on this sort of like AI approach and we're taking a very big investment in that and we're taking it very seriously. We're currently running this in a proof of concept with many customers at the moment and, yeah, we're very focused on providing that more autonomous kind of environment. 

0:32:33 - Mehmet
Yeah, great for sharing, and thank you for sharing this information, mark. Like as we come to an end, maybe it's an awkward question, but is there anything that I should have covered, mark? Is there anything that you wish that I had asked you? And feel free to answer it also. 

0:32:50 - Mark
No, well, no, I mean, you asked some great questions and I enjoyed the conversation very much. I mean, yeah, I think you touched upon the most important area. I mean, in the current economic climate, what's really important is that the technology that organizations find that it needs to prove an ROI, and this remediation capability we have, the biggest value of it is, yes, it makes life easier for IT teams, yes, it makes employees happier, but what it really does is pay for itself because it has a demonstrable ROI. So I'm glad we talked about that. For me, that's one of the most important things to get across, because, you know, it's really important that we're able to demonstrate that to customers, that we can provide this with our investment. 

0:33:33 - Mehmet
Yeah, and I think people can find more about on oneecom right. 

0:33:38 - Mark
They can. 

If you go wwwoneecom. There's a variety of information on there. You can learn about the product, but by all means, drop us a note. You connect via the website. We'd love to get you on a demo, show you the capabilities. It really is one of the most amazing demonstrations you can see. It's quite a phenomenal product and, yeah to say, it knocks people off their chair as an understatement. It really is quite a phenomenal piece of technology and the speed with which you can query tens and tens of thousands of devices. And this one thing about maybe to lastly mention is that it is a. 

What we're doing here is a very different architecture to our most. Monitoring products work Normally with monitoring. You clear, you send something to a device, you wait for a response, you compute that in a database before you display a result. This is a distributed computing environment. The agents are alive and we're just querying them in real time. So when you query 20,000 endpoints, you're querying the endpoint, you're not going through a database. So what that means is unrivaled speed. I mean the speed of this is incredible, and one of the things about that is speed is really important when it's a security issue and when it's an experience issue, like, for example, now us doing this. This is not Zoom. You've got your own application that you're using here. But you know, if, for whatever reason, you had a problem on your device and this was not working well, it matters right there and it doesn't matter in 20 minutes, because 20 minutes is too late. It matters now and that's what's key. Sorry, I'm talking about the product again, but I'm happy. No, that's fine. 

0:35:21 - Mehmet
Yeah, no that's completely fine, mark, and this is exactly the goal is to just get this information out, so you don't say, hey, I wish that I mentioned this so great, and thank you for adding this. I will make sure that the website is in the show notes also as well, so people are curious about it or maybe they have some needs so they can reach out to you and your team. And Mark, again, thank you very much for being with me today. I really enjoyed the conversation tons of information and insights from what you are seeing from your customers and in the market, and I think what's the most exciting part is how we will interact in the future from an IT service desk perspective and what is ahead the AI part. So all this was very informative and thank you for sharing that. 

And, as usual, this is how I end my episode, so this is for the audience. Guys, thank you for tuning in. I'm really enjoying the feedback from you and keep them coming. I hope also you would enjoy. If you have questions to Mark, you can, you know, allow them to me. I will pass it to Mark, don't worry about that, yeah, and thank you for tuning in. We will see you again very soon. Thank you, bye-bye. 

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