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T H A N K Y O U ! B O O S T 2 0 1 4
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– J O A N R I V E R S
“Thank God we’re living in a country where the sky’s the limit, the stores are open late and you can shop in bed thanks to television.”
West Seattle
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– P R O S P E C T
“What make’s Spoken & HyperQuality’s customers different from others?”
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“I do know one thing – my customers know that excellence is not a one time thing.”
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“What I’ve seen is that your game is “on” everyday; you and your teams live it.”
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– J O H N N Y A P P L E S E E D
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The three Olympic races were 18 minutes out of 2,000,000 minutes of practice or 0.0009% of Mary’s time working toward her goal(s).
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Y O U P R A C T I C E I T E V E R Y D A Y B O O S T 2 0 1 4
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T H I S I S A R E S T A R T - A F T E R 5 Y E A R S S U N R I S E N E A R U N I V E R S I T Y O F W A S H I N G T O N
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T H I N K O F T H I S A S A N A D V I S O R Y G R O U P
B O O S T 2 0 1 4
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T H E B E G I N N I N G ? B O O S T 2 0 1 4
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“ N O V E L T Y I S A L W A Y S W E L C O M E A N D T A L K I N G P I C T U R E S I S J U S T A F A D ”
W E L C O M E T 0 B O O S T 2 0 1 4
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W H Y W O U L D A N Y O N E W A N T T O T A K E P I C T U R E S W I T H T H E I R P H O N E ?
S E N I O R K O D A K M A N A G E R
Selfie In Tokyo
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I D O N ’ T E N V Y A N Y O F Y O U .
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People want a higher pay rate.
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– U S A T O D A Y , M A R C H 1 2 , 2 0 1 4
“Nine Retailers Closing The Most Stores.”
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T E C H N O L O G Y I S G E T T I N G H A R D E R T O I N T E G R A T E
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S E C U R I T Y K E E P S U S U P A T N I G H T
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You are squeezed on all sides
You Are Here
Customer expectations
CFO’s lower costs expectations
No help from IT
Family “Life
Happens”
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You Are Here
Customer expectations
CFO’s lower costs expectations
No help from IT
Family “Life
Happens”
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S H O U L D I G O O N ?
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“ C O M P L A I N I N G I S N O T A S T R A T E G Y ”
– J E F F B E Z O S
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– S T E V E J O B S
“You can’t connect the dots looking forward; you can only connect them looking backward.”
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L E T S C O N N E C T S O M E D O T S
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L E T S J U S T C O N N E C T 6
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Software Wins
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Software Wins
Labor Is An Issue
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Software Wins
Labor Is An Issue
Data Is Everywhere
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Software Wins
Faster Feedback
Labor Is An Issue
Data Is Everywhere
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Software Wins
Faster Feedback
Labor Is An Issue
Math Is Easier
Data Is Everywhere
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Software Wins
Faster Feedback
Labor Is An Issue
Math Is Easier
Data Is Everywhere
Everything Is Networked
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S O F T W A R E W I N S
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S O F T W A R E W I N S
• Analog to SIP
• Cloud services
• Virtualize applications
• Easier integration
• Less brittle
• The future of routers / hardware
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F A S T E R F E E D B A C K I S B E T T E R
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F A S T E R I S B E T T E R
• In almost all cases, faster, more timely feedback is better
• RFM
• RealtTime
• Then again, just getting good feedback is a challenge.
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W E A R E G E N E R A T I N G E N O R M O U S A M O U N T S O F D A T A
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W E H A V E D A T A , B U T …
• Don’t worry about the tools
• Need to understand
• Try many things
• Deep learning
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L A B O R I S N ’ T G E T T I N G A N Y C H E A P E R
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B U T I T S N O T A B O U T C O S T
• Is anyone really as happy as this photo?
• Need flexible schedules - meet Arise
• World wide labor pool
• What is a career?
• 2 stories - same company
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W E A R E G E T T I N G B E T T E R A T M A T H
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E A S I E R M A T H
• Look at Tableau
• Look at algorithms
• Interesting data access
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E V E R Y T H I N G & E V E R Y O N E I S N E T W O R K E D
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C A N ’ T H I D E
• Being networked Is transparency defined
• Customer questions
• Operations: CEO is six clicks away from agent
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S O W H E R E D O E S T H I S L E A D U S ?
D I S C O V E R Y P A R K , S E A T T L E
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H U M A N S U S I N G R E A L - T I M E T O O L S T H A T A R E E A S I L Y A C C E S S E D , N E T W O R K E D T O G E T H E R A N D C R E A T E D F O R A P E R S O N A L T O U C H
M T B A K E R , W A
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W H A T A R E W E G O I N G T O T A L K A B O U T F O R T H E N E X T T W O D A Y S ?
• Technology
• Process
• People
• Network