Using Automation To Drive A More Personalized CX with HGS Chief Data Officer, Virgil Wong

12/17/20 • 51 min

IT Visionaries

Previous Episode

The Next Normal: How to Prepare Your Workforce for the Next Big Pivot

If there is one thing 2020 made abundantly clear, it’s that the way in which workers operate will never be the same. As employees rushed to set up monitors and home offices in their new environments, businesses across the world were recognizing an inevitable reality:: that this new lifestyle was here to stay.

“As this progresses, the next normal is going to be about mobility and flexibility. We've got a taste of this working from home thing that [we’ve] never had before, and they're going to want to do both, which is going to bring on new challenges.”

Welcome to the “Next Normal,” where new remote working demands are establishing a host of lifestyle changes for employees, and concurrently creating a larger list of challenges for their employers. On this episode of IT Visionaries, Kim Huffman, the VP of Global IT at Elastic, opens up about distributed workforces and why Elastic believes strongly in them. But she is honest about the obstacles that work from anywhere creates when it comes to managing the endpoints of your fleet, and she discusses how IT leaders can handle the transition.

Main Takeaways

Know Your Fleet: For distributed teams, having an understanding of your endpoints is critically important. You need to always be thinking about where you are most vulnerable at those endpoints, and the points of attack they may be opening themselves up to to understand how they can be as secure as possible. Managing your endpoint
Drink Your Own Champagne: One of the more important operating principals at Elastic is its ability and willingness to test its own products in-house. When you beta test your apps with your own team, it affords you the opportunity to fix bugs or breakdowns within the system prior to that product ever reaching the customer.
Is This Secure? Just because you are operating on a VPN network, does not necessarily mean your network is secure. Even when you are on VPN, the user is still subjected to various forms of cyberattacks. As IT leaders, it’s important to constantly be evaluating the incoming information from your devices and managing them at their endpoints.

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Next Episode

Hiring Solved: How this Eightfold.ai Has Solved the Hiring Process through A.I.

What if there was a software that could take the guesswork out of finding a career or an employee? And what if that software could not only analyze your technical skills, but also those that could lead you to leadership positions down the road? That would be great news for the hiring managers and everyday Americans who struggle with and feel anxious about the complexities of completing a job search. Lucky for them then, that Eightfold.ai is working to make those worries a thing of the past through artificial intelligence.

“What we are doing is using the latest advances in deep learning and machine learning to really understand, not what people have done, but what they are capable of being next. What is their learning ability for a certain skill? If you know statistics and signal processing, you can learn machine learning very quickly. If you are good in programming, you can learn Python quickly. So really trying to understand the learning ability of each individual and using that to assess and understand who can be a great fit in what enterprise, in which function.”

With more than 100 customers, including AT&T, Cisco and Liberty Mutual, Eightfold.ai is using the power of data to solve the complexities that come with hiring thousands of employees. On this episode, Ashutosh Garg, discusses how A.I. can be used to identify which candidates are an ideal fit for an organization, and he gives an inside look at their process and the variables they look at to identify that perfect candidate.

Main Takeaways

It’s a Problem Rooted in Data: When you’re building any application that’s rooted in A.I., the number one priority needs to be data collection. The more data you have, the more inferences you are able to make. When Eightfold.ai launched its platform, it only worked with companies that hired more than 10,000 employees over a few years. The idea is that for every 10,000 employees hired, more than 1 million people were called, screened, etc., thus making the data sets they are able to pull from very large.
It’s About Fit: Finding the right employee should never be based solely on a candidate's skills. Instead, when you are going through the hiring process, think about how this particular person fits within a role and within your organization as a whole. Just because someone works at Google, does not mean they will fit at Facebook. Instead, evaluate an individual on all the variables a job requires, cultural fit included.
The Art of Possibility: Artificial intelligence is unlocking the possibility of not only creating a more diverse workplace, but providing opportunities to people who might not have the traditional background, but who have still found success. The technology unlocks for them the ability to find and pursue many more opportunities.

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