Table of contentsKey takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology
On this episode of Engati CX, we are joined by world-renowned Cloud influencer, Kevin Jackson on how to use AI in HealthTech and EdTech. He also discusses the shift into the cloud by industries such as education and healthcare. He shares why the shift has been so slow, and how professionals can boost processing using cloud computing.
Kevin Jackson is a globally recognized cybersecurity and cloud computing expert. Cited as a “Top 5G Influencer” and “Top 20 Tech Blogger”, he provides digital transformation, education and social media services to global firms, educational institutions, and national governments.
He retired from the U.S. Navy in 1994 as an Aerospace Engineering Duty Officer and has supported digital transformation projects for NATO and the US Intelligence Community.
Interview with Kevin Jackson
This section will contain a quick summary of our interview with Kevin. But, if you’d rather hear it, we’ve got our Spotify podcast embedded below.
According to Kevin, Technology accelerates business by presenting, processing and delivering information. In fact, every industry has specific information sources. Successful models deliver value by connecting sources with their syncs. Many industries use this information in a physical form because they’re having a hard time going into digital. They face difficulty transitioning into digital because of investment required. We currently live in a culture of abusing physical form of communication.
For example, Law and policies have been built around this physical communication. High regulated industries are slow to adopt and transition because of regulation. And because the laws don't change fast enough to keep up. Which is why you see health and education shifting slow. Manufacturing as well, but they’re not beginning to catch up because they see the economic benefits. Financial services and banks are accelerating their use of technology. They’re on the leading edge. They focus on the bottom line. Which is to make money. So they'll change their processes very quickly because they see a value in it.
Conversational Intelligence really does the same thing. With respect to taking information and connecting the sources in sync. In this case, the sources of information on the website is the visitor. When a visitor comes to the website you can query and get information about the visitor. The sync for that transaction could be the website owner. Where the owners collect information and data and may sell or provide additional information to the marketplace. This creates a business model opportunity. But it’s really unique because it’s built around real-time responses. So the real-time aspect of conversational intelligence is important. So you need to have automation to identify different sources of data to deliver. And you need to mix and match to meet the needs of the visitor on the website.
Kevin thinks businesses are kind of slow in adopting conversational intelligence. It has to do with both sides. Kevin himself doesn’t like talking to computers. People want to interact with other people. But this is changing. Because of how advanced technology is permeating our society. There isn’t a day that goes by where we aren’t conversing with a computer on the telephone. Or interacting with a type of script when you're going across the internet. So it’s changing our culture. And society is starting to accept that as a part of the convenience they desire. Kevin thinks it’s getting better in helping improve Customer Experience. With Artificial Intelligence and Machine Learning, the technology is becoming more sophisticated. And we’re getting more use-cases when you can actually get value from these automated scripts.
If Kevin is being completely honest, cloud computing isn’t a strategy itself. It’s a tool to implement business strategies. This is where most organizations fail because they see the cloud as just another type of computer storage. They don't realize how the business model should dictate business information flows. And that the business strategy itself should specify the desired and attainable goals for that business. And that cloud computing is used to implement those business information flows. These days, many organizations don’t understand their data. They don’t understand how to use the data, and they don’t see it as an asset. So they don’t seem to manage the data as an asset. This is where companies fail to use cloud computing and the associated information flows to maximizes an organization’s chances of success.
Here’s Kevin's advice-
Your business strategy needs to drive your choices when it comes to cloud computing. Different cloud service providers have different advantages and disadvantages. Depending upon your business strategy and business goals. These goals are associated with your organization skill set, your security tolerance, and many other aspects. Be mindful that cloud isn’t the end all solution. Yes, some things should go on the cloud, but some things need to stay on-premise. Kevin believes companies should strive to have a hybrid environment.
Kevin wouldn’t say one is better or worse than the other. Your choices should be driven by the organization’s risk tolerance. And how that data links to a business model. It’s also closely linked to the investment requirements. As well as the business’ economic model. Every organization must analyze these options and decide which one is best for you.
Before doing anything, Kevin urges you to follow this model.
The first step is to upgrade your business model. Cloud computing is used to more economically implement old processes or create brand new ones. Many organizations just say “I’m going to migrate to the cloud.” But if you just migrate your existing model, it’s like paving the cowpath.
The cowpath model
So in the olden days when people take their goods to market, they travelled on these winding roads. There were things on their path like trees or lakes so they'd have to go around it. Nowadays, you can build a bridge across the lake. Or you can get rid of the tree that’s in your path. That’s what cloud computing is like. Leverage these technologies to build a bridge. If you just pave the cowpath, you’re doing the same thing and you won’t improve. You simply are doing the same thing, but faster. It’s not the optimal path to the market, and it will drive you to an unforeseen failure of your entire business. If you don’t look at opportunities like the cloud, you’re putting yourself at risk vis-à-vis your computers.
If you just migrate without renewing or upgrading the business model, it doesn't deliver innovation nor does it address new opportunities that can be afforded by technology
Businesses can use cloud computing to improve agility. They can use it to identify and reach new customers and to create new products and services. You will have the ability to deliver services leveraging cloud. Services that were economically impossible before the cloud because of the capital investment required. There are a lot of ways cloud can improve the top line and the bottom line.
You’re doing a disservice to yourself by not looking at the cloud. Cloud computing is not just a data center. It’s agility, it’s creativity, it’s flexibility. And all of these things are important to just about any business model.