The Modern Digital Enterprise (formerly Device Squad)

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.

Chris Hayner, Enterprise Architect, Anexinet

Dan Peterson – VP, Northeast Sales, Five9
Orin Wentworth – Channel Director, Northeast, Five9

Dustin Karrat

The Anexinet Infrastructure Modernization Podcast is a product of Anexinet. We use this platform to allow industry professionals and subject matter experts to discuss current trends and technology topics. If you have any questions please call us at (610)-239-8100, or email us at [email protected]. We are online at https://anexinet.com.

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.

Chris Hayner, Enterprise Architect, Anexinet

Ray Hicken – VP of Strategy & Business Development, NICE
Robby Paul - EVP, Contact Center & Collaboration, Anexinet

Dustin Karrat

Bensound: Energy
https://www.bensound.com/

The Modern Digital Enterprise Podcast is a product of Anexinet. We use this platform to allow industry professionals and subject matter experts to discuss current trends and technology topics. If you have any questions please call us at (610)-239-8100, or email us at [email protected]. We are online at https://anexinet.com.

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 representatives
• Staffing challenges and demand modeling
• Are intelligent chatbots ready for prime-time?
• How to start building a Contact Center strategy

Glenn Gruber - Senior Digital Strategist, Anexinet

Robby Paul - EVP, Contact Center & Collaboration, Anexinet

Dustin Karrat

Bensound: Energy
https://www.bensound.com/

The Modern Digital Enterprise podcast covers all aspects of Digital Transformation, including strategy, mobility, security, development, design, testing, emerging tech.

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??
How do NFTs help artists? How do they hurt artists?
Are they only useful for established artists?
How much of an issue is counterfeiting?
What are the applications for the Enterprise?
Will this pass as a fad or become more formalized?
Where do we think this is going?
What are CryptoPunks and CryptoKitties?
Are we just too old to get it?

Links in the episode:

Investopedia: Blockchain Explained
https://www.investopedia.com/terms/b/blockchain.asp

Investopedia: Cryptocurrency
https://www.investopedia.com/terms/c/cryptocurrency.asp

YouTube: What are NFTs and Crypto Art:
https://www.youtube.com/watch?v=rztmblQAmjI

What is NFT Art?
https://www.usatoday.com/story/tech/2021/03/26/what-nft-art-beeple-sold-69-million-crypto-ethereum/7010716002/

CNBC: People are paying millions for clips that can be viewed for free. Welcome to the world of ‘NFTs’
https://www.cnbc.com/2021/03/03/what-are-nfts-all-you-need-to-know-about-crypto-collectibles.html

Beeple Explains The Absurdity Of NFTs
https://www.youtube.com/watch?v=nTmF26NUZTA

“Crossroad”: The $6.6M Beeple graphic: https://niftygateway.com/itemdetail/secondary/0x12f28e2106ce8fd8464885b80ea865e98b465149/100010001

The Verge: Grimes sold $6 million worth of digital art as NFTs
https://www.theverge.com/2021/3/1/22308075/grimes-nft-6-million-sales-nifty-gateway-warnymph

Buying & Selling Tweets:
https://v.cent.co/?fbclid=IwAR0YJhw59crVBmWAky7VcgVscTT-Fezaaz-4kVY_axv7TIlZncQS-3lljyM

CryptoPunks
https://www.larvalabs.com/cryptopunks

CryptoKitties
https://www.cryptokitties.co/

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 the episode:

CNET: SolarWinds software used in multiple hacking attacks: What you need to know
https://www.cnet.com/news/solarwinds-hack-officially-blamed-on-russia-what-you-need-to-know/

CRN: Anexinet Exec: Lack Of Monitoring In SolarWinds Hack Is ‘Scary’
https://www.crn.com/news/security/anexinet-exec-lack-of-monitoring-in-solarwinds-hack-is-scary-

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 client’s IT team? How is augmenting more effective and beneficial than replacing?
So, with all these benefits, what is it that’s still holding companies back from automating?
Art of the possible: what are we currently doing versus what are we capable of doing for companies?
Where do you think Infrastructure Automation is headed? Where is this technology going?

Links in the episode:
The Practice of System and Network Administration

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 we be sure Anexinet knows what our best approach should be?
What role does Change Management play in the success of your COE?
Where are COEs going?
What additional responsibilities will COEs assume in the future?

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 “flow” (a.k.a., the "world wide flow") and how will it change the way we use software?
What would incentivize an organization to use stream processing?
What are the infrastructural hurdles to adopting this approach?
What architectural decisions should you be making to prepare for flow technologies?
What are the most powerful uses of streams?
How do streams increase organizational efficiencies and improve your customer experience?
How can organizations benefit from sharing flow streams?
What are the ways event-based integration might scale over time?

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-driven architecture

Increase your agility and velocity by releasing software more quickly, continuously, and incrementally through the independent deployment of smaller components.

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 conversations among patients and across therapeutic areas within the pharmaceutical industry. We analyze this dialog qualitatively and quantitatively to provide insights into patient behaviors, attitudes, concerns and knowledge gaps.