Device Squad: The Podcast For The Mobile Enterprise

Show Notes Modern Digital Enterprise Podcast Episode: Contact Center and Customer Experience with Five9 Chris is joined by Dan Peterson (VP, NE Sales) and Orin Wentworth (Channel director from Five9, to discuss the evolving experience of Contact Center. As technology has improved (and our world has been shaken by COVID), the very definition of a satisfactory Customer Experience has evolved. Labor shortages and a geographically-evolving workforce are discussed, as well as the Contact Center’s capabilities to be proactive rather than just reactive. Machine Learning and Artificial Intelligence’s place in the CX landscape are also discussed, along with the changing expectations of customers. Host Chris Hayner, Enterprise Architect, Anexinet Guests Dan Peterson – VP, Northeast Sales, Five9 Orin Wentworth – Channel Director, Northeast, Five9 Audio Editor Dustin Karrat About Us The Anexinet Infrastructure Modernization Podcast is a product of Anexinet. We use this platform to allow industry professionals and subject

Show Notes The Modern Digital Enterprise Podcast Episode: Call Centers and Modern Customer Experience with NICE Chris is joined by Robby Paul from Anexinet, and Ray Hicken of NICE, to discuss the Customer Experience around Call Center. Modern Call Center software such as NICE’s CXOne platform are much more than a phone call service. Today’s customers expect a lot more around engagement, including asynchronous communications with chatbots and social media, as well as rapid problem solving with as little repeated conversations as possible. Hybrid and 100% remote work scenarios are discussed, as well as the power automation can bring to customer interactions. Host Chris Hayner, Enterprise Architect, Anexinet Guests Ray Hicken – VP of Strategy & Business Development, NICE Robby Paul - EVP, Contact Center & Collaboration, Anexinet Audio Editor Dustin Karrat Music Credits Bensound: Energy https://www.bensound.com/ About Us The Modern Digital Enterprise Podcast is a product of Anexinet. We use this platfor

Show Notes The Modern Digital Enterprise Podcast Episode: Dial “1” for an Optimized Contact Center In today’s Modern Digital Enterprise, the digital transformation podcast from Anexinet, Glenn is joined by Robby Paul, EVP of Contact Center at Collaboration at Anexinet to talk about the need for enterprises to up their Contact Center game. They discuss common challenges that customers experience with contact centers and how, if done right, the Contact Center can be an element of digital transformation efforts to improve a customer’s perception of the company and drive increases in long-term customer value…instead of driving customers crazy. Additionally, the episode covers: The challenges with “unintelligent” IVR Why integration between different enterprise systems is key to success The growing importance of omni-channel contact center touchpoints (chat, Apple Business Chat, WhatsApp and more) Should I migrate from my on-premise solution? The importance of providing coaching tools to your contact center repr

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve and Glenn discuss NFTs with Andy Ofiesh, former Software Engineer for Bitcoin Armory. Are they a speculative investment or a status symbol? Proof of ownership or proof of fandom? What are the risks? What are the benefits? Non-Fungible Tokens (NFT)s are cryptographic assets the ownership of which is tracked on a blockchain via unique identification codes and metadata that distinguish them from each other: digital certificates of authenticity stored on the blockchain. This episode also answers the following: What are Non-Fungible Tokens (NFT)s? What can be sold as an NFT? What is the significance using Ethereum vs. Bitcoin as a payment method? What does Proof of Work have to do with it? What does “ownership” of a digital file mean, anyway?What are you paying for? What do you own? Why do some NFTs have multiple owners? Is proof of ownership really proof of fandom? Why are NFTs even a thing?? How are NFTs an investment??

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve and Glenn discuss the SolarWinds Hack and what steps your organization should take to ensure the success of its CyberSecurity Strategy with Enterprise Architect, David Mahoney.  This episode also answers the following: What is the SolarWinds Hack and how does it work? How could the hack have gone undetected for so long? Why are passwords no longer a valid security mechanism?How is data exfiltration even worse than a Ransomware attack? How can you scope a cybersecurity Program that is right-sized for your organization? What security tools and services does Anexinet offer? What's so bad about anti-virus programs?What is the solution to prevent attacks like these from happening moving forward? How important is a well-thought-out security strategy?What are the most common gaps and risks companies take?How does Anexinet's preventative and proactive approach help companies stop cybersecurity threats in their tracks? Links

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve discusses Infrastructure Automation  with George Carter, Director of Automation Services, and IT Automation Developer, Thomas Breslin.  This episode also answers the following questions:What differentiates RPA from Infrastructure Automation?For clients who don’t fully understand what automation can do for them, what kinds of things is it possible to automate today? What areas can be automated that companies may not have considered?In what ways can an organization’s infrastructure be automated? What can automating infrastructure do for an organization? What are the advantage of automating infrastructure? Why is it important for organizations to have a 3rd party help them manage their infrastructure? What are the advantages of having a 3rd party? When does automating away the busy work free your IT Teams to work on? What role does automation play in security? How is Anexinet able to augment, rather than replace, the cl

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve and Glenn discuss Centers of Excellence (COE) with Sr. Strategist Nitin Bhatia and Digital Solutions VP Stephen Tranchida.  This episode also answers the following questions:What are the 4 types of COEs? How does Anexinet work with each one? How did the concept of a COE originate? Who determines a COE's direction? How have COE's evolved over time? What additional services & technologies does today's COE handle? How do COE's interact with vendors and 3rd party providers? What are the issues that arise there? What are the biggest issues with COEs? Why do COEs fail or get a bad rep? What should organizations avoid with their COE? How does Anexinet help avoid these issues? What does Anexinet provide organizations in terms of their COE? What is the ideal configuration for a COE? What is the Lifecycle of a typical COE? How does a lifecycle approach to COE's help fiefdom culture?What is Anexinet's COE Kickstart? How can

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve and Glenn discuss how the concepts of "flow" and "path to production" represent the future of event-driven systems with VMware CTO, James Urquhart. This episode also answers the following questions: How do backyard chickens represent an event-driven system? Why is the evolution from request-response interfaces to event-driven interfaces so valuable? What does James mean by “path to production”? How does path to production minimize friction for developers and create a better environment for building and improving code? What's the best way to secure buy-in for the cultural change required to adopt this approach? Beyond CI/CD, what other activities impact the developer path to production? What is the role of containers in improving path to production? What is the role of serverless in improving path to production? How should leaders organize IT for modern software development and efficient path to production? What is “f

In today’s Modern Digital Enterprise, the digital transformation podcast from Anexinet, GM & Executive VP of Digital, Al Sporer speaks with Digital Transformation SVP, Steve Tranchida and Sr Enterprise Architect, David Lavin on the topic of trends in Modern Enterprise Architecture. The episode defines what makes up a modern enterprise architecture and explains how trends toward agility and real-time data necessitate a new microservices approach that lets organizations adapt easily to achieve business goals. Further, the episode describes how event-driven architecture helps organizations adapt to the changing business landscape by leveraging a business-centric view of enterprise events that enables the orchestration (and re-orchestration) of microservices. Additionally, the episode discusses: Getting started with microservices Dealing with legacy infrastructure and data Tools for transitioning to modern architecture Enabling real-time data at massive scale throughout the organization Use cases for event-d

In today’s Modern Digital Enterprise, the digital transformation podcast from Anexinet, GM & Executive VP of Digital, Al Sporer speaks with Anne Erickson, Real-Time Intelligence Manager and Senior Analyst, and Ariana Patrick, Manager and Lead Analyst on how we leverage Social Analytics for our clients and the impact the COVID-19 Coronavirus pandemic has had on the grocery industry, along with the public’s general attitudes and concerns around shopping for groceries—based on the findings from their Social Media Analysis Report. Social Media Listening is one of the most effective ways to gain a deeper understanding of your customers so you can deliver a truly great digital experience. Anexinet helps global brands utilize Social Media data to drive their corporate strategy. Our Social Listening Managed Service tracks the nuances of emotion and sentiment to provide true insight into how consumers feel about your brand, products, services and competitors. Further, we listen and derive insights from social conv

Our strategy kickstarts are bite-sized engagements with banquet results—to help launch your digital initiatives quickly, easily and without risk. Our proven ideation process takes you from ideation to action-plan in as little as two weeks. Naturally, we’ve had to adapt this highly collaborative face-to-face process in the face of the Coronavirus pandemic. In today’s Modern Digital Enterprise, the digital transformation podcast from Anexinet, GM & Executive VP of Digital, Al Sporer speaks with Sr. Digital Strategist, James Hoshor on how Anexinet is maintaining, and even improving, the quality of its strategy kickstart process by virtualizing our strategy ideation sessions for the new normal. Further, James discusses our strategies for facilitating large virtual groups and ensuring success by providing additional client-training on the new digital tools. Finally, the episode describes how organizations are dealing with the current disruption and adapting to the new normal, along with showcasing some real-wo

In today’s Modern Digital Enterprise, the digital transformation podcast from Anexinet, GM & Executive VP of Digital, Al Sporer speaks with SVP of Digital Transformation, Steve Tranchida on the topic of connected customer experiences: why they’re so important, and how to ensure your organization is providing a great one. “61% of customers are unable to easily switch from one channel to another when interacting with customer service. 91% say they should be able to pick up where they left off.” — Aspect Software, Inc.​ To accommodate customer self-service, successful digital leaders must offer customers a connected, consistent ecosystem of services across many channels—not just isolated applications. Seamlessly creating connected self-service experiences ensures greater customer satisfaction. “Companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies.”​ — Aberdeen Group, Inc. Let An

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, the strategists discuss the dominance of Zoom as a video conferencing platform during the Coronavirus pandemic. One company made it big while all others fizzled. What was it about Zoom that enabled such massive success? What lessons can be gleaned by their success regarding the importance of increasing security as you scale, and thinking-through the advantages and pitfalls of scaling at the onset.  We also discuss a brief history of Zoom security issues, explain how to avoid Zoombombing (and how it became a thing in the first place) and provide some best practices to customize your meeting security settings. Was Zoom ever truly “256-bit encrypted, end-to-end”? Does anyone at Zoom know anything about cryptography? And what, if anything, does China have to do with all this? Enjoy this success story of how Zoom overcame bad security and bad press! The continued spread of COVID-19 presents significant uncertainty. While many o

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve talks with Anexinet VP, Ryan Benner about ramping-up your enterprise remote workforce as a strategy for dealing the Coronavirus. Is your organization flexible enough to accommodate the surge in your remote workforce necessary to keep the business running and employees safe? Is your IT ready to scale a broad work-from-home capability?  The continued spread of COVID-19 presents significant uncertainty. While many of our manufacturing partners have announced free and reduced-price licensing for their mobile-worker and collaboration products, Anexinet is working with customers to build secure, holistic solutions for supporting remote workforces while developing remote-work strategies around team collaboration and security. The end-goal? Ensuring your organization stays productive and protected during this global pandemic. Anexinet's areas of focus include: VDI and remote desktop VPN Identity management and multi-factor

Today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, features our annual Tech Prescriptions for 2020 roundtable from the Emerging Technology Council. Remember, these are “prescriptions” (pragmatic, actionable things you should be doing in the coming year), not “Predictions” (which are almost sure to be wrong!). The group has plenty to talk about this year! Enjoy the following session topics: Using AI And Analytics to Improve Customer Experiences — James Hoshor, Sr. Digital Strategist A Pragmatic Approach to Blockchain — Nitin Bhatia, Sr. Digital Strategist Supercharge Your Edge/Fog and IoT Efforts With 5G — Bob Noren, Sr. Digital Strategist Adopt an Event-Driven Architecture — Steve Tranchida, VP of Enterprise Architecture Refresh Existing Mobile Apps; Use Your AI Superpowers for Good, Not Evil; Invest in Intelligent Automation — Glenn Gruber, Sr. Digital Strategist Links in the episode:Emerging Technology Council 5G and IoT: Ushering in a New Era

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve and Glenn talk with Citizens Bank VP, Jeet Shome on the ins and outs of Robotic Process Automation (RPA).  This episode also answers the following questions: What is Robotic Process Automation (RPA)? What is attended versus unattended RPA? What use cases are a good fit for RPA, including front-office and back-office use cases? Which RPA platforms are better at back-office RPA versus desktop RPA? What is RPA's role in Machine Learning (and general) bias-removal? How should our organization get started with RPA? Is there a security application for RPA? That is, could RPA be used to make a system more secure? Who are the big players in Robotic Process Automation? How do you justify the cost of the platform? Is there a minimum number of transactions required for a good ROI? What are some tips or key takeaways for anyone contemplating RPA at their company? What’s next for RPA? How might RPA be improved even further?   Lin

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve and Glenn talk with Takeda Data Security Risk Advisor, Jason Marchant on the most-pressing security issues today's organizations face.   This episode also answers the following questions: What are the largest internal security issues facing today's teams? How do we create a Security Scorecard as a path to remediation? How does Anexinet's Policy Characteristics Matrix compare with Scenario-Based Control Requirements? What are some 2-Factor (and multi-factor) Authentication Best Practices? How secure is 2-Factor Authentication, anyway? What are the implications of posting personal data to Social Media (health, etc.), and how responsible are they for protecting that data? Does HIPAA still apply? What are the security determinants for moving to the Cloud? Does the move make a company's data more or less secure? How effective is data-masking? What threats to AES encryption are beginning to emerge? What is the greatest sec

In today's Device Squad, the digital transformation podcast from Anexinet, Steve, Chris Hayner & George Contino talk with Katie McCroskey & Larry Mogil of PAM Cloud Leader, Thycotic on the state of Cyber Security & Privileged Access Management (PAM).   This episode also answers the following questions: How will Anexinet's partnership with Thycotic supplement Anexinet's offerings? What is Secret Server? What is "Secrets Management"? What's the difference between DevOps Secrets Vault and DevOps SDK? Why is moving from on-premises to cloud important when it comes to privileged access management? What are the benefits? What does privileged access management at cloud scale and speed mean? What's changed that we need this level of security today? Where do you see the company going? What does the future of cyber security look like? Links in the episode: Thycotic https://thycotic.com/  

In today's Device Squad, the digital transformation podcast from Anexinet, Glenn Gruber and Maribel Lopez host the Emerging Technology Council's latest Roundtable discussion which provides a wrap-up from WWDC19 and a review of the announcements large and small that impact the enterprise. Lastly, name our new Podcast & win a prize!

In today's Device Squad, the digital transformation podcast from Anexinet, Steve and Glenn talk with John Hershey, Machine Learning Researcher at Google about the state of Facial Recognition (aka Face Surveillance) Technology, about AI bias, and about San Francisco's recent "ban" on the technology for government use. Is Facial Recognition a valuable public-safety tool or is it an infringement of our civil liberties? Also, name our new Podcast & win a prize! This episode also answers the following questions: What does it mean when San Francisco— one of the most tech-friendly and tech-savvy cities in the world—is suddenly the first state to prohibit its government from using facial-recognition technology?? Why the ban? Why now? What's wrong with government agencies using Facial Recognition? Is it really invasive? Or is it more about it not being perfect? Where are we at with facial recognition? What would be the source for their data? How are they recognizing these faces, anyway? Is this more about concern