Hey guys welcome back to my youtube channel this is Daniel Rosel here. Yesterday I got an email from the good people at the OpenAI project which is openai.com letting me know that I've been invited into the inner sanctum of the Dali 2 world. In other words my time on the waitlist had come to an end. If you're watching this video I'm going to presume you've heard about Dali and Dali 2 specifically. If you haven't it's basically an artificial intelligence or AI algorithm that takes descriptive strings of text and it converts them into images so you can get whatever the wildest thing you can think of you know koala I think in their intro video they have like you know koala dunking a basketball the weirdest thing you can think of that couldn't exist in real life you can put that in as a string and it'll generate this really really cool artwork so you're seeing a lot at the moment of hashtag AI art hashtag AI artwork at least I've been seeing I've been hearing and seeing a lot about Dali 2 on Twitter Reddit and Facebook for the past number of months so I saw that they had a waitlist I signed up to the waitlist a few weeks ago and I just got access this weekend so I must say I'm very excited about that I am going to guess that the reason they're doing it like this with the waitlist is that it must involve a lot of compute resources on the back end to generate this AI artwork so I'd imagine that's why they're onboarding users in a kind of a triage phase and it actually makes that makes sense as well because they're actually selling credit so let me just show you guys what it looks like on the inside here of the Dali 2 generator so it's labs.openai.com and when you sign up you're going to get 50 tokens which really isn't bad it's one token each time you generate something in other words each time you put in a string of text and then if you want to buy more tokens it's actually really not that expensive it's 115 credits for $15 and of course I'm not sure if there's a quantity discount doesn't look like it if you're buying 230 credits for $30 in other words you can use the API or do it by your humanly but either way it's not super expensive but they give you 50 to start which is pretty nice there's also a discord server as well you can see it's got like 24,000 people at the moment and people in there like sharing their Dali artwork which is pretty cool so let me just do one so I have it's just wacky idea stuff that can't exist in the real world you can put in here so I'm gonna go I have a bit of a sloth obsession as my favorite animal at the moment but before I was interested in sloths I used to love koalas and penguins so you know I can type in something like a sloth oops a sloth a koala and a penguin drinking together at a bar like you know just kind of a wild wild idea now there's also something called in image editing so you can actually upload an image and have it like use AI to generate a different background you can't at the moment if you try to upload a face just be warned it will say faces are not currently supported so it doesn't work with faces in the AI enhanced image editing so it needs to be something like a background so anyway I'm just gonna go and have a bit of fun with my prom to your sloth a koala and a penguin drinking together at a bar so it takes like 10 seconds as you can see there's a progress bar and the AI is doing its thing and after it generates you're gonna it's gonna give you a few results so we can see if it's good or bad so here we go so this is actually kind of an interesting one so in this it's it's gone for a cartoon style thing and like these are just so creative so here's here's my koala my penguin I'm missing the sloth in that one this one's great the koala and the penguin are feeding the sloth alcohol so if you find one that you like you can save it save it to your collection by clicking on save so I'm gonna definitely save this one and you can also share it now something cool is that once you publish it to open AI it's going to be hosted there which is nice so once I click the publish button it's going to be up there and now you get a link I'm just going to open the link in a new tab here on my browser and this is a publicly accessible link and what's what's cool is that it shows people the prompt as well so you can see I'm gonna just make myself small so you can see all the details of this dally to rendering in all its glory you can see the sloth as well and it has this dally to watermark at the bottom that's just so people can know it's created with that and it doesn't give your full username so I guess if you want to be like anonymous then this is a way to do it it says Daniel and dally human AI collaboration and this is the penguin penguin koala and a sloth at a bar so if I just go back to my account here so then if you really like something for example if I like this particular one a lot let's just go back and see the other ones that I came up with now you can type in there's certain keywords in the prompt so you can put at the start of this a 3d rendering of and then your string and then you'll only get 3d renderings versus these cartoons this one's pretty funny as well I'm going to definitely save this to my collection and I'm going to share it publicly too um you can also start up a collection so I click on the save button there you can go to see everything you've saved so far so this is what I've been up to very sloth centric those be my first ones like I did this creative 3d rendering of a sloth dressed in a suit praying at the western wall in Jerusalem it's kind of missing a face but besides that the western wall is pretty spot on it's even got the little notes that people pop into the walls which is pretty pretty cool um he's definitely I'm gonna have to zoom in so you see or it would have to zoom in so you could see the details better he's definitely got a suit going on he just seems to be missing like a clear facial structure but I thought that was pretty good this one really impressed me this is a sloth using a cell phone while lying in bed like this is this is pretty cool he's definitely got it's kind of missing these like one eyes open one eyes closed but like the kind of sloth face and 3d is really there the cell phone's a bit weird looking it's kind of covered so you could play around with these in an image editor but as a starting point for a wild image of a sloth you know and not something you can get in reality sloth using a cell phone in bed I think it's pretty good so that's what I've been up to so far so if you get one that you like you can generate variations you can also do this after the fact so you can go back into your image creation into your collection and then afterwards I'm just going to generate more and I think this is going to use another credit so just just as an FOI but again I think the price of credits are pretty reasonable so this one someone else is clearly interested in animals a capybara uh wearing a royal so here here are variations on my artwork so this was the first one the original and then we here is a variation I don't think that one's so good because the koala doesn't have ears koala's missing ears and this one so I'm I don't like those variations so much the original is the best one in my opinion out of that batch and yeah that's pretty much what it is you're gonna see people sharing these all over the place on twitter there are like twitter accounts just tweeting out like the best dali artworks have to say this is pretty cool people are using it for youtube thumbnails as well that's another use to make of it or just generally anything that you could create that you know it wouldn't be possible to do in the real world I've seen some really interesting examples so that's what dali 2 is that's what dali 2 does if you if you if you are interested you want to sign up for yourself go on to openai.com or google dali 2 open ai and join the wait list because you might be waiting there for a few weeks before getting access once you have access you're in the system you can buy more credits so that you can keep creating and keep making random things hope that video is useful for anyone interested in dali 2 if you'd like to subscribe to this youtube channel please consider doing so thanks for watching


Well hello and welcome to a sad dreary wet day of bloom day 22. I've actually had like a really mellow day at work. It's been actually really nice but I am about to go back to the townhouse because my mom's been doing some work as per usual. She's like running out of things to do. She's like so what am I gonna do next? So I'm actually gonna do some taping today because I have a fun little thing I'm gonna do before I move in that I wasn't planning on doing but since I have an extra weekend I'm gonna do it. I'm just I'm just gonna bite the bullet and do it and I will tell you all what that is as soon as I get there. So I'm gonna start driving and I will check in with you guys in a little bit. You'll actually see that clip in just a second. Alright so I just got back to the townhouse and mom wants to show off her progress. So this is my accomplishment for the day. Look at all that frog tape. This frog is done, done, done. And it helped to clean the carpet too. Yeah, it lifts up some of the gunk. That's okay. Anyway, so cool. This target bag is well used, well used. Yes, cool. We've got a nice vision upstairs for you. Oh, all right. So take a peek.  You gonna show? No? All right. Well I guess we're going. We're going together guys. All the froggy tape is gone. All right, well I gotta show you guys this first. These are, it's hard to see. We'll look at them right here. These are the drapes that we got at Walmart a couple of weeks back. They have like a little bit of a crinkle to them but mom pinned them yesterday and wanted to hang it just to see if it would work but it's so hard to see right now on camera just because it's so light but I really like it. There's one more panel but I want to make sure I had the right length before I started actually hemming. So there's just a little tension rod in there right now and that'll stay there but it'll be two shears. So it'll be more like. Yeah, it'll be like more scrunched. Oh look at those white baseboards. Oh man. Oh man.  Oh my gosh. It looks like a new place. Check that out. Look at all the white. Oh my gosh.  Look at the night with the window casing. Ooh. It's so pretty. Oh my gosh. It's gonna photograph way better later like when I actually get stuff in these rooms.  Closets. Didn't paint the closets though like the actual walls but maybe someday. Maybe someday but oh this looks so nice. Would you have fun boot scooting your butts all around? Yeah. I actually figured out I could stand up and do it too. Wow. So no exercise class for me tomorrow because I gotta be back here in the morning. Well I think you're getting enough exercise doing all of whatever you're doing so. In case your friends are wondering if I have like one outfit to paint in. Yes. I have one outfit to paint in. So it's really ratchet but it's my painty outfit. It's her painty pants and her painty shirt because she doesn't want to get paint on all her other nice stuff. Hey look at that headboard. It used to be brown.  Maybe even four just kind of depends but yeah I love the way this looks so far. It is very streaky on the back but that's okay but it's so dark underneath that's you know to be expected. So I told you guys that I had a project to do when I got here and I wasn't gonna divulge what it was until I saw you here. So are you guys ready for my project? Just look up. That's my project. So here's the deal. We've got an extra weekend and I am gonna climb up there and start to put the frog tape up. This tape is going around all this beautiful painting job that I just paid for. Those are all gonna get white as is that little landing weird thing right there. The railing on the wall and then also this railing is gonna turn white as well. Also that little stuff by the carpet that'll get white. Yeah basically everything but the cabinets. Sorry cabinets. I'm not touching you yet. You're too overwhelming right now and then also like the door casings aren't going to turn white yet. They will someday not today but yeah I think once it's taped it's gonna be easier to do but yeah it's just that precision taping I gotta get done. So I am gonna start doing that right now. Okay she's going up. Yeah she's gonna be fine. We had to open up the kitchen cabinet there so we could get the ladder closer. Close enough. She's still going up. There she is. I think she needs to go one more. There we go. I'm not looking down.  Hang on. She's doing good. Frog is going up. Maybe we need a taller person and that's not me. All right so she's gonna keep doing this.  That's it for me for today but follow Emily further on. She'll be around. Okay I didn't leave just yet but she's up there. She's sitting on I don't know what and putting more frog up so she's working away. For all the people that say your mom's only one that does the work. So do you. I'm documenting that she's doing some work. So I am done for the day. I taped up all of the things and can you see? Can you see? Yes that is happening. I am pumped. I removed the handrail from that wall over there. This is that wall. It's not there anymore. It's actually down here. Ta-da right there. Anyway so remove the handrail because it's going to be a whole lot easier to paint it if it's off. So then I don't have to worry about taping up the wall and whatnot so yeah I'm very excited. So I guess silver lining. We have an extra essentially one extra weekend that we weren't planning on. So that is why all of this is going to get done. So I'm kind of excited for that. I would like to be moving instead but that's okay. Right now I'm kind of at the mercy of the flooring company which the flooring company is starting next week. So I'm gonna jet. I have done all the froggy taping.  Also mom and I flipped over the headboard so she can paint this tomorrow. It's already like ready to go. So we're suspecting that the front of it is going to take at least three coats maybe even four of the exterior paint. Obviously the kills is going to be like the first layer and then we'll do all the other ones after that. So I'm pretty sure it's going to need at least three to four coats just because this is going to be like obviously what everybody sees and you know this is what I want to stand out. But I am going to go back and see the pupper my mom left before me to go walk the dog. So that was nice of her but she loves that animal probably more than me sometimes but we won't tell her that. So I will check in with you guys when I get back to my parents house. So I am back at my parents and mom is still hard at work doing all the things. She's making that other panel right now the same length as the other panel that was already pinned up. We have decided that we were having breakfast but didn't. So let me show you. All right I've got the pan on it's getting warm or hot or whatever. I've made the scramble right here and then we cut up or I cut up some ham from yesterday and then I've got a selection of grated cheese to go in our omelettes. So that's what we're going to have for dinner. I don't think we're going to have anything else with it because I think it's going to be enough. I think it's going to be enough. All right so this is the omelette concoction. It's not really an omelette it's just kind of more of a scramble because I'm not that skilled at cooking but you know what it tastes the same right? Tastes the same yeah. Does it taste the same? Does it? Doyle has been at my feet this whole time making this stuff because I started chopping up all the ham and then I broke out the cheese. Hey oh there he is. What are you doing? Can I help you with something?  His tail's wagging he's ready to go. No I'm gonna eat it. So here's the remnants that are left over from the dinner. Oh my gosh Doyle get down and I'm gonna give it to the dog. The Grammy had nothing on her plate not even little specks like this. I worked hard today. I know she was busy working. All right Doyle you stay. He will sit like that and stay until I tell him or until I look away for way too long and then he'll just go for it. Are you ready Doyle? Are you ready? No no I didn't say it. Sit down please. Thank you. Okay go ahead. I think he's bringing the plate to you.  I think you got it. I think you got it bud. I think it's clean. FYI the best way to get rid of paint on your hands is to wash dishes. That's what I'm doing. Washing dishes because I don't have a dishwasher. Getting the paint off the hands. There's no dishwasher here. What do you think Doyle was that delicious? I don't have any more. Don't come up here. I don't have I don't have anything for you. So I'm gonna say goodbye for the evening um we just ate and it was delicious breakfast for dinner once in a while is kind of fun. Fun filled day tomorrow lots of good things happening um I might actually go shopping a little bit not sure yet. Depends on how much time I have in between stuff but you will see some fun special guests so stay tuned and my mom is coming along for these said special guests so it should be good. I think we're having a pizza party that'll be yummy as well but I'm gonna say goodbye for now and I will see you guys in tomorrow's vlog. Bye guys. You gonna say goodbye mom? I have to work again tomorrow until I go have pizza. Yep she's working for pizza. All right see you guys tomorrow. Bye


New research shows that one in five Asian Americans have hid their cultural heritage in order to fit into America. Man, let's talk about it. Yeah. Pew Research has been dropping some bombs lately. Joining us to discuss today is comedian Alvin Kwai. Hello everybody. Have you ever hid your heritage to, I guess, but just get ahead in life or avoid embarrassment? Absolutely.  Dude, if you let people know you're Asian when gaming online, that you'll hear non-stop Asian jokes. That's the only thing you'll hear for the rest of the century. Bingshilling. Bingshilling. Social credits.  You and I heard us hear many racial slurs. Hey, your name's Alvin, huh? Alvin, what? Yeah, like Williams. Make sure you like, subscribe, turn on your notifications, Andrew. Let me just read this. It's off next chart. A recent Pew Research Center survey finds that many Asian-Americans choose to conceal elements of their cultural heritage due to the fear of ridicule and the desire to assimilate.  And there's a quote, an anecdotal quote. I remember in elementary school, I don't even know what my mom brought me. It was just some Taiwanese dish. I guess it was just had a more pungent smell than the kids were used to. Kids would be like, what? That smell? You smell that?  Dang, the stinky lunch story once again. Some main points of the study are, Korean-Americans are more likely to hide parts of their heritage than other Asian groups. Kind of surprising. Shocking to be honest. Asian-Americans ages 18 to 29 are twice as likely as older Asian adults to have hidden their culture. I don't know if that's that you hide it more when you're young, if that's what that means. So I'm not really sure how to interpret that. Asian adults who are Democrats or lean Democratic are more likely than those who lean Republican to have hidden their identity, which is also interesting. And then Asian-Americans who primarily speak English are more likely to hide their identity, which makes sense because that means you're more Americanized, more trying to fit in. So I guess the first three main points of the study would run counter to most people's quick reads that they're making their mind, right? Because you would think the Koreans are super proud, right? KP, that's always been a thing. And then you'd think that the younger kids 18 to 29 are more proud, right? Because I guess it's better to be not white, I guess in the younger generations. It's cooler. It's cooler to be international. It's like cooler to be Asian. Yeah, you've got so many sides to you, man. You're like a- With that said, though, with that said, I think younger people in general, they're trying to, they're in that state where they're trying to find their identity more so they are more concerned and more self-conscious at that age period. So even though Gen Z, we can all say has it better than the generations before, I do think that they're the most, they're at the most self-conscious state. Do you think that Gen Z kids are also wanting to be more self-deprecating? Like, yeah, dude, anything involving like shame or like anything emo, I did that. Just because, you know, everybody wants to be in the fields nowadays. Dude, I actually feel like Gen Z doesn't understand shame anymore. You see all those TikToks of people like crying? You see that? Like, yeah, I just videotaped them, so I was crying. Oh, today, someone addressed me by the wrong pronoun or whatever. And then they got some million views. I guess before we get into the top comments, what is your initial reaction? Like, do you think one in five Asian Americans hiding their cultural heritage at some point in their life is low or you thought it was more? I thought that it might even be more Asian Americans, to be honest. I thought it was super low. Dude, one in five white people aren't white anymore. You ever notice this? Right, right, right.  There's a mass exodus. I know this one guy, he used to be called Nathan. Now he's going by Natan, which is his Uzbekistan name or whatever. It's like, wow, wow, you really just drop this? He is Uzbek, but like before, he was up Nathan. He started seeing the MMA champions popping up and he was just like, yes, let me turn the back to the old days. There's some capital in this. I would say this immediately. I thought it was high because I thought it was just like a very Asian person looking across from a white person going, no, I'm not Asian. I'm just like you. But I realized after looking at the study, it could even be like within Asians. You know, like inter-Asian, there's a hierarchy and you might be like four different types of Asians, but you lean into the one that's like more beneficial in that moment. Oh, I'm playing football. I want to be Pacific Islander. Oh, I'm doing math. I want to be Chinese. Oh, I'm doing dancing, choreo. I want to be Korean, but I'm all three of those things. That's still actually technically under the metrics of this study denying part of your heritage. So then that made me go, oh yeah, I guess the numbers make sense because it could be an inter-Asian thing as well. Yeah. Yeah. I mean, there's a story here by a Pakistani guy who said, man, I used to roll just as Asian or Hispanic because I didn't want to tell people I was Pakistani because after Osama bin Laden got killed in Pakistan, I really did not want to deal with all the jokes.  They found him in your homeland and he was in his twenties when he said this. Yeah. Yeah. Dude, I can't being a brown guy after like 9-11. That was crazy. It's got to be so rough.  I saw fights at my school erupt between Punjabi Sikhs that people misidentified them as like, like, you know what I mean? Like, just it was crazy at that time. That's how broad racism is. Like, you got like people confusing like Indians for like Arabs. It's like, they're so geographically, they're so far apart too. Somebody just said many recent immigrants said they tried to fit into the image of the US and fear that others may judge them negatively for sharing their heritage. So this may be somebody not denying their heritage and saying like, oh no, I'm white because obviously that might not work, but then not speaking up about it. That could have counted as well. Somebody's like, oh, I could, I denied it. You know, like, uh, how what is it? Peter denied Jesus, right? Right? I don't know. Somebody said US born Asian Americans with immigrant parents often said they hid their heritage when growing up to fit into a predominantly white society. Some multiracial Asian Americans and those with distant immigrant roots, third generation or more said they had hidden their heritage to pass as white. So these are people, uh, possibly white passing. You know what I mean? Genetic, like actually visually. Well, I thought it was interesting that they did it to pass as white because I was like, do you look white? Anyways, we're going to get in the comments section soon, but David, one thing that a lot of people can't deny is the taste of Smala. Check out Smala. Wow. Great transition. Check out SmalaSauce.com made with real truffle. It's our very own chili oil product. Comes in this cool bottle. It's a very squeezable pre-order. It's open right now. Guys, check it out. We're very proud of it. And it goes well on everything. The very first comment, guys, make sure you like, subscribe, turn on your notifications, get the likes up, uh, said, well, it's not that hard if you're ethnically ambiguous. And this guy who left this comment is ethnically ambiguous. I guess there's three guys who are the almost the inverse of ethnically ambiguous. Could you see this? Like this study might not apply to people who are so easily identifiable as Asian, like we are, but I'm so Chinese dude. I mean, what else? How are we going to deny? Yeah. We might be like low, middle, high in the high level. Dude, where you just cannot deny. My name's Alvin, David, Andrew. We got the whitest names ever, but like we're still super Chinese. Dude, you know, I get the comments still to this day on this YouTube channel. Sometimes like, wow, the Feng bros have the typical Chinese faces. And I was like, dang, I did not know my face was so typical. What is that even mean? What is the typical Chinese face? I don't even know that. Well, he didn't say Chinese to use another word. Yeah. Somebody said no, no, it's not. It doesn't matter if you ethnically ambiguous. It's called internalized racism. This is obviously somebody else's perspective. I could say this guys, I think a lot of people are generally vying for the position that gets them the most ahead in life. Like let's say, for example, that ethnically ambiguous and somebody wants to give them something because they think they're from this side or that side, they may accentuate, exaggerate or downplay, lean into or lean out of different identities that seem advantageous in the moment. Dude, David, is that as simple as me?  And I'm just like, yeah, I'm Korean. Yeah. Not Chinese. Is that kind of what you're talking about? Or is that kind of an extreme case? That's an extreme example. I've seen people do that in LA like 10 years ago. But yeah, like I would say so. I would say that that would be like a inter-Asian version of it. This is another version. This guy said he's half Vietnamese, a quarter Chinese, quarter Japanese. And he's saying that he'd never fit in with the Vietnamese kids growing up because he didn't feel Viet enough. So he would just not say that he was Viet. And he would lean into his Chinese family. Well, I could see because depending on the group that you're hanging out with, if it's like primarily like a Korean group and then like your part Korean, but you're also part Vietnamese, which is part something that is more unfamiliar to the Korean side, they'd be like, it'd be weird. They might think it's weird.  Like that is so like, I don't know. I don't know any Vietnamese people. And then you're like, Oh, you know what, I'm just Korean. A lot of people do it for friend groups and just for the pings and the social life. Sometimes the inter-Asian stuff. That's almost like a whole nother video. Yeah. Yeah. Yeah. I don't want to only put on Koreans, but this woman said that she's Hmong. She has a son who's dating age and saying that when he's around Hmong people, he just says he's Hmong, even though he's part Viet and Lao, because sometimes other people like they just think it's like different or whatever, which is easier too.  Right. You're like, Oh, okay. They moved there and then my mom lived over here. Well, and do you feel for this Hmong person even more? I empathize because Hmong is a more specific kind of lesser known uncommon identity versus Chinese. They keep it pretty tight too in Minnesota and stuff like that. And it's like, if you have to explain being Hmong to someone who has no idea what that is, and has never been explained that, and you have to have the first conversation, you're like, Hey, it's a minority group. We don't actually have a country. And then, and then they're just like, Well, you know, what's good is like within, if it's inter-Asian though, at least you kind of look, you can kind of look the same. You know, I kind of think of like, dude, can you imagine how hard it was for like Canelo Alvarez growing up? Oh, it looks white as hell, bro.  You know, right? And if you probably got picked up, but you probably didn't. That's why it was useful for him to know how to box just because like, if you made fun of me, just knock you out. No, he looks like full on Irish. In fact, I would say, I bet that his blood is probably like Spanish and Hungarian or something. Like, no, I think he said he said that he thinks he might be like a quarter or eighth Irish, but it just came out, you know, you know how it is. Like sometimes you're like a quarter, something that you end up like, so this other comment is from this Japanese person who is fourth generation Japanese.  So they went to hyper assimilation mode. They stopped speaking Japanese. We never cooked Japanese food at home. It's something that I had to grow out of. And I had to grow back into being Asian out of this. And it was hard for me, but that was a very tough. You know what I found? I found that it has a lot to do with class. Like sometimes if you came from a high class family overseas, you're more likely to maintain ties to your high class side versus if you were and there's nothing wrong with it or right with it. It just is what it is. If you are like a farmer or like some sort of end of the dynastic hierarchy, like a peasant back in Asia, why would you, why wouldn't you like more take on a an American identity? Sure, sure. Yeah. Because your linkage back to the home doesn't necessarily behoove you. You're saying people are if they can would trade up. Yes, you would. I generally believe I spent, I don't know. Maybe it's just the immigrants that come to America or just did, you know, Asians in general, maybe even more than other groups. We don't do what's best for us. Most people seem like they'll trade up. Somebody said, I mean, I just look so Asian. I can't even hide it if I wanted to. Someone said, man, I just read about all the, you know, I often as an Asian foreign born, I just feel lucky. I didn't spend my childhood in the U. S. Where it looks like a lot of childhood traumas exist in people who are born and raised here through their younger years. I agree. Yeah, absolutely. Because, dude, kids just say the kids have no filter.  Why do your eyes look like that? And you know what? As a kid, those comments are really mind boggling to that. They really mess you up.  You know who you are. Yes. And so that you don't have that identity struggle growing up.  That is why there's a distinct disconnect between people who were raised in China and Asian Americans. Because we grew up as a minority. Whereas they grew up as a majority.  Because we just have experienced totally different worlds. Yeah, that's a good point. Somebody said, no self-confidence. I blame the parents. And then somebody said, majority of the parents were working 12-hour shifts to survive. What do you expect? So basically, some people are saying, man, I blame the parents for not raising proud Asians in the West. That is, you know, and then other people said, but I don't know, I guess the parents got excuses. So this is, it's not like the second comment is denying it, but it's more excusing the parents due to the situation. Yeah, I feel like this comment is really interesting to me because I definitely, obviously, by community and parents, those are two huge aspects. But also, if you're an immigrant just trying to go for the better opportunity, and usually better opportunity translates to better financial opportunity, but not necessarily better social opportunity. So then you go to whatever town and your kid feels very misplaced. And you don't have time to like coach them through this identity process. And maybe as a parent, you don't even know how because you're just, all you know how to do is work, you know? So that is an unfortunate situation. Yep. Somebody said, to be honest, I don't feel the need to uphold all the traditions of my culture because my culture is in Asian, my culture is Asian-American. So it's just going to be a mix. And I think it's just as valid. This is somebody saying like, yo, I don't know everything about my culture, but I don't care. Well, yeah, it works both ways, too, because someone like the ultra like, you know, because I just thinking about what I was saying earlier about it being related to class. But there's some people who rep super hard, whose parents are from the rural areas in Asia, too. Sometimes it's like a feast or famine type situation. I guess, is Asian-American culture? Yeah, there's a different culture. That's different than Asian culture. This guy seems to be the most well-adjusted guy here because it's like, yeah, that's what I am. I'm a mix of Asian and American.  Yeah, yeah, no, that's true. I always say extra effort to get to put into this. But yeah, that's what I try to do that effort. But I know that that's not normal nor what I expect it from most of the interest you to, you know, but to just force yourself to learn everything just because like, well, I am this person. So I have to know it's like, no, dude, would you guys define Asian-American culture as almost like instead of being 10 out of 10 on your own heritage culture, you're like four out of 10 on all the Asian cultures? You know what I mean?  It's like that's that's more Pan-Asian than most people in Asia. Sure. Sure. Yeah, I agree with that. I mean, I would say Pan-Asianism is kind of Asian-American. That's kind of what it means. We're not talking about Imperial Japan, Pan-Asianism. We're talking about Asian-American, Boba Pan-Asianism. I'm talking about Pan-AAPI. This guy said fact is our cultures were backwards for most of the modern era. It is what it is. I can see why kids were ashamed and trying to hide it in the Western world. And then somebody said, bruh, STFU. And this turned into a whole, you know, arguing. You're basically just bowing down to the West at that point. Just like, oh, everything they do is right. We're just, we're the wrong ones.   So it's like, of course, there is some buy-in and there is some valuing things of the West, but there's also, you don't have to devalue things, everything from the East. But there are also maybe some things from the East that you don't want to engage with, right? And I think that's perfect for every culture that you don't want to engage with, you know? Yeah. This quote was pretty interesting by this guy in the study. He said it was kind of a stigma when you were little or a teen that you were younger. You don't want to speak Chinese because people would just think you were a fob or an immigrant and that wasn't cool. This is a guy in his early thirties with Chinese immigrant parents. Yeah. Alvin, do you relate to this? You grew up in where? Virginia? Yeah, Virginia. Yeah. Was that, I mean, you can speak Chinese were you openly, proudly speaking Chinese whenever you could or was there some sense like, you know, if I don't have to, I'm not. Yeah. But it wasn't, it wasn't like, like, oh, I feel weird about it. It's more like, because I would speak a little bit Chinese around my white friends when I was like in elementary school and they thought it was cool, you know? But it was more like, I'm just better at English and like with other Chinese Americans, we're all better at English. So we're just going to speak English. But actually a lot of kids thought it was like cool. I feel like a lot of kids actually became more racist as they got older. Like when you get to like college, like, I feel like people started separating like ethnically more. But when their kids, everyone, yeah, I would agree with you. I would agree with you when your kids and you're not even aware of like social hierarchy and punching up or punching down and my group's powerful and your group's less powerful. Like none of those none of those calculations even are in your brain. No, because even if when kids make comments of like your eyes are weird, they're not doing it from a hateful place. They're just like, I don't trust these Chinese like it's just because they literally never seen your face before. Right.  Yeah. No, I know what you're saying. Yeah, it definitely seems like when people get older, they search for power and in the search of power, you have to rank people lower for some reason. You have to justify that in your brain. Yeah. And you have to be judgmental to rank people and build this hierarchy. So then as people move higher, then they start battling for things and it's a win or take all or it's a scarcity mindset versus when you're a kid, you're just like, Hey, if everybody's fun and likes cupcakes, cool. Yeah. Yeah. I think that that's why people like I mean, I'm not saying that racism doesn't exist, obviously, but sometimes people like these certain very niche pursuits that sort of like bring it back to the kid days. Like I always feel like at least like at a lower level military friend groups, they feel more like a return to the kid days. Sure. That's what I think from what I've heard from my friends in the military that are white and non white.  Yeah. I don't know. There's just some sort of thing that brings it back to that like quasi. No. Well, what you mean is like, uh, then race doesn't matter for the mission that we're on. Yeah. It doesn't matter. Like, yeah, yeah. Because there's another thing that is like beyond the matter of life or death. When it gets like then when the stakes are that high, you're just like, I don't care. Yeah. But it's crazy that we have to result to that level to return to the child life. So when you're younger, it's fun or no fun. And that's all you're concerned with. And then when you get older, it's just life or death. And those are the two sides. Everybody else in the middle is like silently discriminating against that. That's why that's why humans were meant to kill each other to stop racism. Ultimately, guys, what are your takeaways? One in five Asian Americans have admitted denying their heritage at some point, whatever that means. Obviously these studies, you know, it's very like unclear exactly what situations we're talking about. One in five. Yeah. I don't know if I I can't say that I would have ever fallen into this statistic. But maybe I mean, I think there was a time when I didn't know how to feel about specifically being Chinese. Like I didn't fully know what that meant.  Yeah, I didn't think being Chinese was cool. You know, I didn't I wasn't I didn't identify with it. I couldn't really speak it. So I didn't fully I wasn't fully emerged even though I knew I was. So I think that that was a journey on its own, you know, so I don't know at that time in my life, I would have counted as one of these Asian Americans possibly or maybe not. But right. Yeah, there's something there. I would say, man, it might be true. Chinese are still the the most anti fund, though, out of all the Asian groups, just to just to address your concern of when you were nice. So you're justifying what I felt. Well, that's what you're valuing at that point in your life, right? Everybody has different metrics. My parents were anti fun and they're Chinese. That checks out to me. I think it's true, man. If you made me bet money, I'm just talking about probabilities and statistics here. Yeah, every time we'd go on vacation at the end of the vacation, they'd be like, you ready to start doing math homework again?  Why do I have to think about this? Yeah, just be your side. I think you just got to be yourself, you know, be as Asian as you feel. And like, dude, should people I do think there's something about Asians, though, let's be acknowledged here. Is there something about Asians more than let's just draw the comparisons, African Americans or Latinos that makes them do not they don't rep as hard like them wrapping is more dependent on like the the sways of time or the you know what I mean? The wins of the narrative than other groups. Yeah. Well, you know who reps hard is like Indian kids. Indian kids, brown kids, they rep hard because they have the spiritual angle, right? I don't know what it is, but that's something I always admire about them is like they're just like super into the culture. They're like, they also date within themselves a lot. Like they're all about being like brown. And I think that's dope. So they're racist. I'm just kidding. No, no, no, but I know what you're saying that that so should like other Asians rep like brown kids like the brown Asians. Like I think Asians should rep brown culture.  I just think that Asians, they more cater to get the result to a level that other groups, like for example, brown people would view as like a little distasteful, the amount of catering and pandering. You know what it is a decent portion of Asians would do to get a more comfortable life or more accepted in the mainstream. I think when Asians come to America for most Asians, the goal is not to come to America and just rep being Asian as number one in number one is to make a better life, make more money, gain higher status, possibly fit in with the flow. And under that number one goal, there's a lot of things you have to do. And one of them seems to be assimilation and denying sometimes being Asian or at least denying the unappealing parts of being Asian. So yeah, and I do think there's something about being so saturated in Eastern culture that it makes the assimilation process have a lot of compromises and a lot of sacrifices that maybe other groups obviously have been acclimated to a lot of Western exposure for hundreds of years. Like they figured out where they want to mix and match seemingly with like less compromises. Yeah, that's the easiest way to put it. Anyway, guys, let us know what you think in the comments section below. Shout out to Alvin Kwai. Check him out on Instagram, Internet favorite. Yeah, dude, stand up comedian. Subscribers love Alvin Kwai, what you perform at the Comedy Cellar constantly. Comedy Cellar, New York Comedy Club, Stanton, New York. I'll be on the road. Indianapolis, September 22, St. Louis, Austin, Raleigh. Now you're gonna sell out those shows because you dropped it at the end of the video. Yeah, huge. All right, guys, check out Alvin Kwai. Thank you so much for watching the Hot Pop Boys and until next time, we out. Peace.


Welcome everybody to this webinar on customer experience journeys in digital disruptive business models. I'm Chris Harding, the Director for Interoperability at the Open Group, and it will be my pleasure to introduce our two key speakers and to moderate the question and answer session. Everybody today is talking about the digital revolution and this is one particular aspect of it, how enterprises can give their customers a better customer experience. Our two key presenters today are Clive Curtis, who is a principal consultant at Hawaii Global Services, and Mark Skilton, who in addition to his role as a consultant at PA Consulting is a professor of practice at Warwick Business School. And Clive will talk about how customer experience journeys are changing. Mark will then talk about the impact of new disruptive digital business models. We'll then have a period in which they will answer the questions that you wish to put, and I will moderate that discussion. I'll then say before we close a few words about the new Open Group workgroup on the digital business value and customer experience. This is a joint workgroup of our Open Platform 3.0 forum, of which I'm the Forum Director and the Architecture Forum, of which Sonia Gonzalez, who is unfortunately not with us as a panelist today, is the Forum Director. So let's get started, and I'll now hand over to Clive to talk about how customer experience journeys are changing. Okay. Thank you, Chris, and good morning, good afternoon, good evening, everybody. Before I move the slides on, I'm going to start with a fairly important assumption. I want to share a fairly important assumption, and that is that most of you that have joined this call today or are listening to the replay at some time in the future, it's because you're wondering why the Open Group has created a digital business value and customer experience workgroup. And the simple answer is because we have questions. And the chronic questions we have are, you know, what are the characteristics of a digital customer? What do digital customer journeys look like? How does loyalty work within a digital environment and a digitized relationship between customer and supplier? What do digital customer journeys look like? What is digital disruption? And also, what's the value of customer experience created with digital technology? So really lots of questions, and that's the primary reason why this particular workgroup has been created. So we're not necessarily going to answer all those questions today, but what we'd like to do is start to give you a flavor of how we're thinking about the questions and then how we plan to go ahead and try and answer some of those questions. So first of all, let us think about what we mean by digital business. And a simple view, I think, of a digital business could be one where the business is a simple digitized version of a non-digital business, a simple facsimile, if you are, about whether the physical assets become digital assets, music becomes e-music, retailing becomes e-commerce, banking becomes e-banking. A slightly more advanced view is one where the use of digital disruptive technologies such as mobile, social networking, data analytics, and pervasive internet enables the creation of completely new business models, of completely new value streams, and of a completely new customer experience. So as we think about digital business, we also need to ask ourselves, is this such a thing as a digital customer? So what we do know now, and what we can see, is that digital disruptive technologies such as mobile, social, pervasive internet are significantly increasing consumer and citizen empowerment. They're fundamentally changing the way consumers interact with the companies that they buy products and services from. And what we see is that these digitally empowered customers also have far more choice and are far more in control of the relationships they have with the companies they're interacting with and the digital spaces in which they inhabit. So as we think about that question, you know, what is a digital customer? We can start to hypothesize about how we could define them, and what you see on the screen is not necessarily the answer, but it's shared, and I share this really as an artifact to show that there is some, there's potential work to do to try and define an answer that can be used as part of a common and consistent model, common and consistent language that organizations that are looking to develop their digital leadership can use. So what we see here is as we start to think about digital customers, digital employees and digital citizens, first of all is that they're operating in real time. There's a need for immediacy of information and opinion. They expect things on demand, so in a similar way the immediacy of information and opinion also needs to be supported by an immediacy of supply and an immediacy of choice and selection. Digital consumers, customers always, well, we're assuming they're always online. The advent of pervasive internet and smart fund-enabled citizens means that they're pretty much online 24-7. They also expect things the way they want them, so this is a concept to do it yourself. So there's an increased use and expectation of self-service, self-provisioning, so self-XX if you like. They want to have control over how they interact with their environment and they want to have control over how they interact with the service and supply that they're consuming. And I think last but not least and probably moreover they're extremely social. What we start to see and as I'll go on to show you is that the experiences that they have before and after they consume are as important as the actual consumption of the goods or services. So the customer journey is starting a lot earlier and it's an extremely social customer journey and it's also finishing after they actually finish interacting with the supplier and it continues to be a very social journey. They're looking to each other for advice and inspiration. They're generating content themselves and also we also see the workplace becoming increasingly social as well. So we start to be able to build a very rough model of what digital customers look like but there's obviously a lot more work to do here. So I think what we also started this presentation with a couple of questions about digital customer journeys and customer loyalty. And I think first of all we see real strong evidence of how traditional value chains have been completely disintermediated and we all know the story of how the world's biggest provider of accommodation no longer owns any hotel rooms. The world's biggest taxi company no longer owns any taxi cabs. One of the world's largest retailers no longer carries any inventory. And this has really happened. This fundamental transformational change has really happened within the last two to three years. And as we see the rise in collaborative consumption and the increase in the sharing economy we can start to hypothesize that customers, consumers, employees, citizens that the relationship that they have with the social groups that they interact with and the ecosystems that they participate in are becoming even more important than the relationships they have with the actual service that they consume. So as we move on we also talk to the start about what does loyalty look like within this environment and how demanding are, what's the demand changing for digitally empowered consumers. And I think the more empowered digital consumers are becoming the more demanding they're becoming as well. They become more demanding so they become less loyal to a simple transactional and functional relationship that they have with the suppliers of goods and services that they consume. Whereas the relationships that these consumers have with the ecosystems and the social groups that they operate within is more likely to create that real emotional loyalty. So if you like there's a step change in the way that the relationships are changing. No longer the services meeting needs and the service provider being easy to do business with and the relationship that service provider being enjoyable. That represents a transactional functional relationship. The relationship that digitally enabled customers are looking for is very much more of an emotional relationship that creates surprise and delight and that actually engenders trust and forgiveness with the people that they're interacting with within that ecosystem. So a fundamental step change in the way that loyalty is created and that loyalty is understood and perceived as well. So as we look at and try to map customer journeys for these increasingly digitally empowered customers and disintermediated value chains, we see that there are many different mapping models available. The two diagrams here that I've used, one happens to come from Forrester, one happens to come from an organization called the PM Forum, which is a forum representing a number of telecoms companies around the world. And some of these models are more valuable than other others. But I think what we see as the opportunity within this particular workgroup is an opportunity to create a customer journey reference model that helps businesses and public organizations and employers think about what kind of digital journeys and digital experiences they want to create for these digitally enabled and empowered customers. And the first thing we need to do before we can create a customer journey model is to really spend some time, spending time, collecting and understanding what customer stories and what customer use cases look like for these digitally enabled and empowered customers. So what I'd like to do is just spend a few minutes just going through three use cases. I just picked these fairly randomly. Many of you may be familiar with these use cases. These might describe journeys that you've been on within the last week, within the last day, within the last month. The next three cases I'm going to step through are kind of typical examples of use cases for digitally empowered consumers and customers and citizens delivered by transformed digital service providers. So the first one I'd like us to consider is that of a consumer who at the end of the day is actually just going for a meal, going to a restaurant for a meal, but the journey starts a lot earlier than that and it finishes a lot later than that. So the journey I'd like us to just consider here using the graphic that's on the screen, a UK citizen who sees a work colleague and a Facebook friend from Germany who recommends a hotel in London on Facebook as a result of that person having visited London looks at that post on Facebook and clicks through to TripAdvisor to have a look at that hotel in more detail, decides not to necessarily book the accommodation because they happen to live in London so they don't need accommodation in London, but they use TripAdvisor to see reviews of the restaurants in the locality of that hotel because they heard from their colleague that they had some nice meals while they were there. They then click through from TripAdvisor to the restaurant's website to look at their menu, but then they realise that if they book via the top table app on their smartphone they can get some loyalty points on top table. So they go back to the top table app to make the booking using their email address but they ask for confirmation to be sent to their phone via an SMS message. The next day they then visit the restaurant, they show the confirmation of booking on their smartphone and the SMS messages they got, they consume the meal. At the end of the meal they then pay the bill using PayPal using their smartphone and then as they leave the restaurant, sat in the taxi going home, they check in on to Foursquare to leave a review. Now it's fairly common, I'm sure most of us have been there and we've gone on this kind of journey. Ultimately this is about a consumer going to a restaurant for a meal and 10 years ago if we just said let's map the journey of a consumer going to a restaurant for a meal that would have been fairly stroke forward. It would have probably been call on the phone, book the table, go to the restaurant and you'd focus on the actual journey during consumption. What we start to see for digitally enabled and empowered customers and consumers is this journey starts a whole lot earlier than the actual consumption and it passes through a whole load of touch points. The restaurant doesn't actually have any control over but the restaurant needs to understand this complete end to end journey and needs to really think about the design of that journey from the consumer's perspective. This starts to give some idea of these digital journeys are extremely different and a lot wider than traditional customer journeys that many organizations are mapping today. Let's just move on to the next one. We have another use case here and these use cases are completely hypothetical but as I said most of us have probably been here and done this kind of thing. Here we have a US citizen. They're in the UK. They booked a flight from London Heathrow with United Airways back to Boston. They go on to the web-based checking and the web-based checking process recognizes that they're very active on social media as well as being a premium customer. In this case this is the United Airlines. They know this individual as a premium customer. They see that the individual is very active on Twitter and they proactively contact the customer as soon as the customer goes onto their website with the offer of a complimentary taxi ride to the airport. Automatically booked and United do that via Uber providing Uber with the details of which terminal the customer needs to go to, what their departure time is and also what the pickup point is. So the individual takes a taxi to the airport. On arriving at the airport, passenger uses the United Airlines. They use the United Airlines smartphone app to connect to the airport Wi-Fi. The airport Wi-Fi recognizes them, presents them with details of how long the queues are at the various security gates indicating which security gate to go to for the shortest queue. It also gives them details of the discounts that are currently available on selected duty-free items they've purchased before, offering a click-and-collect service. So whilst they're studying that airline security queue, they can actually purchase the duty-free items they want and the items that they're waiting for them in the duty-free shop when they get through security. They then play a security and they're using their smartphone app to check in and to issue the boarding card on their smartphone that they then go to the departure gate and scan into the machine in order to get on the aircraft. It's a very different customer journey. Again, digitally enabled, the individual, the consumer in this case, digitally-empowered consumer, active social media user, smartphone-enabled and very different to the one we just looked at a minute ago. But again, I think a digital customer journey that we're probably all very familiar with. Again, what's consistent between this one and the previous one is many of the touchpoints here are touchpoints that are not owned by or controlled by United Airlines. So again, the United Airlines have to think about the end-to-end customer journey. I have to think about how that journey is created and how that journey is managed. So if we move on to the final use case, what we see here is, again, a very different case. This happens to be a telco customer. It's a telco customer in China. They happen to be a customer of China Unicom. They happen also to be a premium cell phone customer. So they might be a very heavy user. And just so happens that they've had lots of application performance issues before. So they're a 3G customer. They're using WeChat. They're using YouTube. They're using lots of different over-the-top apps on their phone. But they've had performance issues, application performance issues. And China Unicom knows that, because China Unicom is looking at the individual user application performance. And that telco customer has logged in and is looking at China Unicom's web pages. And they're looking at the FAQ pages in relation to contract termination. China Unicom sees that, knows the customer history, knows the customer activity, also knows the value of the customer as well. And he also knows that that customer has been particularly active on Chinese social media as well. And so the telco's relationship management system kicks in and makes an automatic decision to create a pop-up on the page that the customer's viewing, offering an immediate callback to the customer. The customer decides to take that callback, the China Unicom call center, then calls out to the customer, talks to them about their application performance issues that they've had, offers them a special DLR upgrade to 4G. And the customer then decides to take up the offer but wants to go into a store to talk to someone about it in more detail. The details are passed on to the store. They renew and upgrade their contract. And as a consequence, they're active on social media again with all their WeChat colleagues telling them about what they've just done and why they've done it and what a great supply of China Unicom is. So again, a very different journey, but again, a digitally enabled customer and a very digital journey here. And more of the touch points actually owned and controlled by China Unicom in this case. That's nevertheless a digital journey across different and important touch points. So these are just three simple use cases. And I just use these for illustration. And again, as I said, most of us have probably been here and been that customer in all of these cases. I think though to just bring this particular section to a conclusion before I hand over to Mark, what does this mean for enterprise architecture? What does this mean for Open Group? Well, I think the one key thing we can see is all these use cases that I just stepped through rely on and are enabled by digital disruption. Things like mobile, social, the data analytics, pervasive internet, cloud computing, et cetera. They're all journeys that have been designed and made possible by the service providers involved. However, as I mentioned, they mostly represent journeys across ecosystems rather than journeys across one web property or one omnichannel experience that's owned and controlled by an individual service provider. And they're all examples of the change in nature and demands of digital citizens and digital organizations, governments and employees. And I think they really challenge organizations to rethink how they architect their enterprise platforms and how they architect their service delivery models. And that really is the reason why the Open Group is interested in working this area and it's really interesting in trying to answer some of the questions that I posed at the staff of this web conference. So I'm going to hand over to Mark Skelton who's going to talk a little bit about some of the other questions that I queued up at the start of this conference. Thank you, Clive. Thank you very much indeed. I see we've got a couple of questions already, so I encourage everybody to put in your question, text question into the screen. We'll have a session in about hopefully 20 minutes where we'll start to do the Q&A. So what you've heard from Clive is this idea of really what is digital, what is a digital customer, how does this affect the customer experience, the customer journey, and also in terms of your own organization or as an individual, how does this affect your experience and the way your operating model might need to work within an existing market or address new online as well as physical markets? How do these things bring together? It's something that I would call, that we read about, called the digital economy. So the two questions I wanted to just cover quickly just to add to this is something we want to explore in this new working group, is really to understand how does this disruption actually change the way we need to work? We may have an ERP system unless it's one of the questions we're talking about Enterprise Resource Planning System. We have a large supply chain of integrated companies running across many countries, different borders, different tax regimes, different integration requirements. But ultimately, what may be happening as Clive was saying earlier is that there may be, there is also disintermediation or reintermediation of some of those processes. Some of that data may be aggregated, may be brought onto a social network. It may be moving around in the revolution of the mobile phone, the smartphones. So really the question is how is this creating value in the market? How is this changing customer experience? How is loyalty as Clive was saying earlier? How is that actually transforming loyalty? Because you have this choice, you have this kind of different type of online experience and also the way you go about your daily lives, the way you might go to work, where you're working, where you have your recreation time or when you're travelling in a car or whatever. How is this actually being transformed by this concept of digital technology? So what I want to do is really cover a couple of things from the high level, the macro level, and then start to introduce some ideas that we'd like to use this work group to sort of explore and really looking for you to ideally get involved with us in this journey. So the first thing I wanted to start off with is when you look at a lot of the international surveys as well as analysts, as well as industry surveys and including my own company's surveys, is that we're seeing that from an economic point of view, by most companies and most industries, we're seeing sort of a 7% to 11%, maybe some higher in some sectors reported e-commerce as an overall contribution to the economy. But what's happening though is if you look at the adoption rate of the millennials and you look at the adoption rate of mobile technology and social media and big data usage and algorithm technologies, we're starting to see a shift in the way people naturally think and do, the way they work and the way they play. The 40 to 90% is effectively this massive upscaling adoption usage of digital technologies to get things done. This is really what I'm finding is that this is then driving a shift from physical to virtual in terms of a 20 to 30% on average annual growth rate in most sub-segments around moving towards a more digitally enabled business, a digitally enabled enterprise, and potentially opportunities to drive more revenue and growth. So this is what I call the triple scaling effect and this is not only a view that I've seen, but other companies certainly in the financial sector, in the banking sector, describing the sort of triple effect of growing business and it kind of builds on itself. It's a recursive feedback mechanism that grows and is self-generating when it works correctly. So if you turn that up on this side, what does this actually mean? Why do we need to think about this, this kind of generative effect of digitalization? Well, I'd say there's probably three areas that we're seeing and certainly if it impacts your operating model, in terms of the way you might need to have skills, the way you architect solutions, the way the business processes, the way the business and IT and also with the customers and the suppliers and partners need to work together in the value chain, but also it's creating new outcomes. You just look at a number of the industry sectors and the way digital technology may be used successfully or unsuccessfully, it's potentially generating new ways of doing business. And in the middle of this and maybe probably at the front and driving this is actually the customer experience that is being transformed potentially the most. And this is what we wanted to do with this work group, is really try to bring these things together to explore what are the customer journeys. How do you take all these different technologies together? This is the problem space that we're seeing, the opportunity space and how can we actually drive this into a kind of new way of thinking for extra value? This is a slide that I think is sort of just a really a summary slide, this is really a statement to be obvious, but I think it constantly amazes me in the number of years that I've been involved in technology is how it continually evolves, continually changes. It's called the Red Queen Effect of Chasing After the Next Ideas, Continuous Innovation if you will. And there's lots of new things starting to come and come forward. But I think what I would say is that there's probably two elements in this diagram. That the reality of physical trade and physical social networking is now transforming into smart spaces. We're getting the connected car. We're getting retail shopping connected through digital technology. We're having the telecoms network infrastructure and the local reach of those infrastructures to start to bring in more data at the point of use for the consumer to actually understand and interact with that environment in a much smarter way potentially. So really where is this all going? Now there was a previous webinar at the Open Group which I know had a great session in the sense they were talking about ecosystems in that event. And certainly what we're seeing now is what some people observe as talk about is horizontal integration between different parts of your supply chain. You're purchasing or sourcing products and services. You're then connecting maybe in regard to into the transports and logistics network that might be providing those products and services. And then you may be going into say your home environment, your smart home environment or your work environment. And you're starting to see these large clusters, clusters of systems starting to either connect with each other or trying to connect. And sometimes when I notice one of the questions is about trust models to do that, how can we make this happen? Because they're starting to evolve in this way. And this is what we're finding is we're having to think across horizontally but also vertically. How can we actually expand and connect up and down the supply chain to create higher performance, higher value for our customers and also our economic output of our enterprise and the markets we're working in. So what we're seeing now is this idea of really connected spaces, connected user journeys that might be covering horizontal journeys going across industries as I describe it here, but also seeing things around in a vertical sector, realizing that there are adjacency opportunities to maybe upsell and cross-sell or to create more communitization and socialization of the loyalty system within that particular market or within that customer experience. And this is the kind of the new mindset that we're starting to see in what I call the connected economy. And another concept I'm seeing is if you look at all of the digitization, you look at Bluetooth, you look at the Internet of Things, a phrase that's well used at the moment and has various definitions. You look at wearables, the smartwatches that have come out recently. We're looking at the explosion of mobile apps. We're looking at the growth of data. It's all starting to collect information at a much more fine-grained level in each of these spaces that we live in, our social network space, our object spaces, objects become connected through Wi-Fi or Bluetooth or near-field communication. We look at our living space. We look at the television or we look at the radio or other devices that might be starting to be connected. And then the human body itself can be considered as a set of subsystems and we can start to monitor our health and lifestyle and our performance. We can then look at the other level, looking at the social and transit spaces over in this society. How do we have sustainable societies? How do we start to connect those places together? Looking at the work environment I mentioned earlier, then the commerce space, how can we actually trade in what's known maybe as the sharing economy? How is that starting to work? And then you have intelligence. How do you get machine learning, algorithms and stuff starting to evolve now and creating new kinds of visualization, new kinds of insight, new ways of working. If you think of all these spaces as it were, they can all connect together and drive a kind of new digital experience, a digital customer journey, if you will. So here's just one example. There are many examples, and I'm just giving you one example which is just to illustrate the points. And what we're seeing now is we have what's known as maybe the connected things, objects and things that we may own or we may be borrowing, and actually being able to look at the usage of those in a digital way. User interfaces were now not only the form factor of the mobile phone and the watch, but also there are other ways in which we can start to get information on smart display boards in public places and things like that. And then we have the connected organization. And what we're seeing now is data aggregators or Internet of Things platforms and what I call second generation integration opportunities is to bring all this sort of spaces and value and data together to start to create new forms of information and new forms of service. Another kind of angle to take is perhaps this is just a diagram just to illustrate the same point but from a kind of different lens. So you might look at personal data or open data. You look at corporate data which might have intellectual property and trading value. You look at the usage data which is what I was speaking to earlier and then generative data which is data that's being computed or calculated or machine learned from that data. And what you're starting to say and see is the ability to take all this different types of information which may be trusted, it may be open, it may be in different parts of a location, micro location or it may be in different parts of the world. But you can start to think about contextual computing, utility or ubiquitous computing in the old language for starting to look at how can you bring that information together to create better value for customers for your digital workforce, if you will, and then your intermediaries and what information can you bring together in an intelligent and valuable way to create more value for the users and also the people who provide that information. So moving on then, in terms of the next slide, is thinking about what we want to collect in this work group is really thinking about the customer journeys. What are the connected spaces, the connected technologies that we're starting to see evolve and this is what we want to capture in this work group. And start, as Clive said earlier, is one of our goals is to develop a customer experience reference model which will start to capture some of the best practice learning across industries, the horizontal ideas, but also the vertical ideas within industries, either federal or public sector or within retail or banking, FinTech or within healthcare or within utilities or whatever industry that you're in. We're starting to see patterns potentially always or challenging ways in which we want to bring these things together because we believe this is the new thinking that is starting to evolve from the outside in rather than the inside out. It's bringing this outside in thinking into the way we can architect better solutions both from a business and from a technology sense. And this is just an example here of content to purchase which I love which is this idea that you can think of content as a kind of trading value. I heard a phrase last year was somebody said that you think of 50 billion objects in the Internet of Things where those are potentially 50 billion points to sale or 50 billion opportunities to interact with sort of new ways of working and new ways of creating value and experience with customers. Another key thing from an academic point of view but it's a reality that's been borne out by many research papers and topics is that we have to think in terms of a scaling cycle, that the adoption cycle, the onboarding and offboarding to use the old style of cloud language for example. The idea of scaling is you can start to get this iterative process building up and up and as you can see as we say good videos on YouTube for example they can scale up and this is what's known as crowdsourcing potentially in terms of growing the crowd or growing the community. This is the mindset that we're starting to see as what I call the economics of the Internet of Things where you're starting to get this recursive loop of information that then where it adds value it builds on itself. It starts to grow more value and this is really what we're seeing is the new economics of digital economy as I say the new economics of feedback mechanisms and this is something that we need to start thinking about and this is what we're trying to do with the customer experience and stories we want to capture. This is really another phrase that I wanted to throw up quickly really is what I call is we're seeing probably three or four levels of new value that's been created by this digital effect and it's called generativity is a phrase that I've heard some people use. At level one is that maybe we're just talking about direct products and service selling looking at costs and margin. At level two is that you can say well I'm selling a go into Starbucks and you're getting a coffee and in Starbucks they may recommend that you may look at some other food or some other service so in the moment you may be upscaling the revenue opportunity or experience opportunity to other customers in that moment. The second and third level might be to say well you're in Starbucks, you've got other services around you but you're an individual with personal preferences and ways of working and lifestyle choices and what can we do that is more context and more fine grained and start to extend that experience so when you've left Starbucks or even before you've been to Starbucks I'm just giving Starbucks a plug here in inverted commas is what I'm saying is that when you're going before and after and during the experience what can you do that could be adding value more? How can you improve the overall experience and this is something that was Clyde was giving earlier in the case studies is how do you think in terms of foresight and generative information to be more intelligent and proactive? And fourth level in the example here is that if you can join all those dots up and what you're seeing some very successful examples particularly in some of the cloud players is this ability to join the whole customer journey the infrastructure, the telecoms connected together with the types of ecosystem of providers and consumers and things like this and this is really what I call ecosystem architecture thinking is a phrase that I've used occasionally starting to think about how you're going to join all these places up and starting to create more value. Three text boxes on the left there just quickly give you some ideas. Healthcare I saw a quote recently that 80% of healthcare could potentially be done outside of a hospital. It's just a conjecture. I'm not saying that's a fact that I'm quoting but if you think in that mindset that not everything has to be done in location you start to see this kind of distributed model that may create new potential for customers and patients and clinicians and other people like that and obviously the data and the quality and control of that is important. In financial services again an industry that has seen major changes recently around payment systems for example there's another interesting example that I saw from a credit rating company that was saying that we don't see ourselves as a credit rating company anymore we actually see ourselves as a kind of data broker we can actually help other industry sectors because we have this information and we can start to see ourselves as a kind of assistant to healthcare or assistant to journeys or even dating sites and things like this and then the automotive market is another case in point. If you look at the supply chain the digitization of components and the car itself is the percentage of cost and the percentage of components that started to become more software related is just growing and this is just indicative I would say of many of the products and services in our industries which have a greater level of technology as part of the actual products of service experience. So this is just the technology part it's not the only technologies but it's just a slightly more technical very simple diagram in relative terms but it's really what we want to do in these customer journeys in this workgroup is look at examples of how we can go through the journeys connecting different technologies we're not prescribing which ones we're going to look at it could essentially be a range of technologies that may be used in the device layer it may be technologies that are helping optimize the network layer it may be other services and products and technologies that help services aggregate and combine information together and create more integrated value it could be about content itself and another phrase I use quite often now as Clive was saying about loyalty is changing is that we're starting to see clusters of information coming together clusters of mobile apps or clusters of content clusters of social intermediation which is starting to create different types of value so just to summarize then where we are with our customer experience and digital technologies this is just an example of a customer lifecycle along the top awareness, engage, buys, receive, help and deliver this is an end to end lifecycle it's not the only one but where we are with this workgroup is we want to really understand the journey, the outside in approach Open Platform 3 is one of the forums within the open group and we see this as a kind of format or vehicle in which you could implement a technology solution to deliver the customer experience what we're doing is trying to figure out what type of customer experiences would we like to engineer what can we learn from across industry what best practices can we bring together into a reference model so that's all I wanted to say I've got another 15 minutes to run and at this point I think I'd like to hand back to Chris to maybe do the Q&A session Chris Well thank you very much Mark and thanks also Clive for sharing your thoughts on this topic I see actually that some people have not only asked questions on the chat some people have also put in their answers to some of the questions and put in their thoughts and I would actually like to encourage people to do this because the panellists don't have a monopoly on the good ideas and given the amount of time a bit of parallel feeding of ideas will probably broaden the experience for everybody so please put your thoughts onto the chat if you have them but I'd like to ask the panellists to respond to one of the questions on the chat which is from Fenaya Santos which is he would like to hear if possible comments about how and whether design thinking on EA Solutions is related with this activity so maybe Clive would you like to start and share thoughts on how this impacts on the design thinking on EA Solutions Yes Chris So I mean it's a good question I'm not an expert in design thinking but I think from my perspective if you're an enterprise architect professional and you're thinking about the architecture of an enterprise and thinking about the structure of an organization structure of a business and the service delivery it's absolutely critical that you start with a customer in mind I'm a customer experience professional and that's absolutely the number one mantra start with a customer in mind and as Mark said we're trying to take very much of an outside in approach here and if you start with a customer in mind you need to understand the customer you need to understand their expectations you need to understand the kind of journeys that they enjoy the kind of journeys that they expect and then you need to architect your service delivery and you need to architect your organization around what the customer needs and what they want and what they expect so I think that all phrase start with the end in mind it's absolutely critical whether you're a customer experience professional whether you're an enterprise architect whether you're a CTO it's absolutely critical that you start with a customer in mind and design the service design your organization your service delivery capability in that way Mark, would you add anything to that? Yes, I'm thinking as a philosophy we've done some research around that PA consulting and essentially when we talk about agile agile architecture or agile process design we think about outcome based design scrum or things like this yes it is absolutely a great question very quickly that what we would see as part of enabling good customer experience design because you can have multiple paths to solutioning some of the solution might need algorithmic calculations using big data for example in design thinking it's an outcome based philosophy and you're absolutely right that I would say that this needs to be included as a kind of almost like a methodology that could be used to do agile design if you look at the ecosystem there are more than one way to deliver a lot of these solutions now today and I think it's a great question so design thinking absolutely it's what I would say it's simplistically it's really the emotions of agile design thinking and it's all part of this Chris? Okay so thanks for that and that actually leads on to a question which is asked by James and Degwa who goes beyond the enterprise and points out that each entity within a digital ecosystem or value chain may be running their own proprietary ERP or CRM or whatever how would you drive the interoperability conversation with all these entities to help deliver the customer experience how can... should we be thinking about customer experience across a complete ecosystem rather than from an enterprise point of view do you have thoughts on that please Clive and Mark? Well happy to jump in on that one I think the answer to the question should we be thinking about a customer journey across the ecosystem I mean the answer is 100% yes and that hopefully was the message I was trying to get across in my part of the presentation absolutely how then do you address the fact that as James said each entity within that ecosystem may be running their own proprietary ERP and CRM I think that's absolutely where enterprise architecture frameworks and the platform 3.0 work that's going on within the open group is absolutely critical because that then provides that common framework that enables that enables the consistency of approach between different entities within a digital ecosystem What we're seeing now is obviously there's the API brokering we've got API connectivity issues that we need to resolve we also have multi-sided marketplaces and data brokers and data aggregators starting to emerge so while I do agree with the sort of question that we do have silos of it's wrong to RP or CRM solution silos I don't think they're necessarily that way what we're finding is just very briefly is that we're seeing as the example I gave of the naval ID is that we see aggregator internet of things or outside in thinking technology starting to extend so you can either do extensions into another level of customer experience using mobile technologies and telecoms networks to extend your experience to the customer reach them easier but you can also horizontally integrate using API integration for example or use create marketplaces so part of what the open platform 3.0 forum is trying to do and is establishing is what are the designs that we can start to integrate these different environments together in principle and this is why we believe the open group is a good place to discuss this so thank you for bringing that up it hasn't gone away we still want interoperability heterogeneity in IT we're getting to the next level of discussion which is how do you cluster these things together to create new customer experience great question okay so perhaps we can move on to a slightly different topic which is one that's been discussed on the chat by Vicki McGovern and Michael Bair which relates to how you bring about this customer oriented thinking within the organization Vicki talks about the siloed nature of companies and siloed decision making and Michael talks about getting this onto the CXO's agendas is this customer journey something that you think organizations need to learn how to implement how to make important yeah Clive I can have a go first I'd say you're absolutely right there's a joined up execution problem and so part of the scope you can see on the slide there is operating models mechanisms for joining up different skill sets so our experience at PA Consulting is we're using sort of in the inventory profiling of what skills do you have to think in customer journey design ways there is a culture shift in terms of thinking that you need to think about and then there's another way of aggregating so another technique that we're using is think all digital spaces instead of thinking about the technology bottom up we're thinking about content and joining up things laboriously you could then turn it around and say well what are the outcomes am I trying to engineer arriving this customer excellence and sort of look at the target design that you're trying to achieve and then sort of coordinate intuitively a way of sort of getting people to focus on the overall customer experience design as the goal not trying to reconcile different things it won't change overnight but if you look at successful models of crowd sourcing there are mechanisms new innovative and innovation mechanisms now which aren't classical waterfalls you need to have a different approach Clive back to you I'm not sure I've got a brilliant answer for the question I think it's a very good question I think if you look at some of the most successful companies in the world at the moment you can see how what they're doing you can see how they're organizing you can see what they're doing in terms of customer centricity the potential appointment of a chief customer officer the implementation of customer centricity programs across the organization the implementation of design thinking of outside in thinking it's kind of evidenced in the results of some of the most successful companies around the world at the moment and I think that's sort of the best answer I don't think there is a silver bullet it's really just look at the successful companies and look at what they're doing look at the approaches they're taking and I think there's some very good examples you don't have to look to Silicon Valley for some fantastic examples of what you might call kind of digital leaders I think there's some extremely good examples in traditional industries in the petrochemicals in petrochemicals industry or in paints and coverings industry or in healthcare I think there's some very good examples of organizations that are what you might call kind of digital leaders that are really demonstrating leadership well thanks Clive and I think that's a very good point and a very good segue in fact to the wrap up that we will now proceed to because looking at the experience of others and learning from it is always a good approach and that's what organizations like the open group and forums and work groups within the open group enable people to do to share experience and learn from others so we have formed within the open group a new digital business strategy and customer experience work group which is a joint work group of our open platform 3.0 forum and our architecture forum and its aim is to develop and promote an understanding of what it means to be digital and to establish best practices for organizations providing digital customer experience and there's a URL there and you can learn a little more about it to answer I think perhaps a question which I see from Sonia about what will this work group actually deliver and a customer experience reference model is going to be a prime deliverable perhaps the most important deliverable of this work group but the development of that model is going to be based on the collection of user stories customer journey user stories will give us an understanding from which we will be able to develop the customer experience reference model and in all of that we will also gain and develop our understanding of disruptive digital business value we'll be looking cross industry telecoms retail financial services government other verticals and we'll be looking not only at the industry specific level but the model itself that we produce will be at a generic level so that is the work group that we are planning and the work that it will undertake and if you want to get involved you need to join the open group architecture or open platform 3.0 forum if your organization is not already a member of it and if you're not already a member of the open group even there's a URL there which tells you about membership and how to get involved members of the open group then need to subscribe to the digital business strategy and customer experience work group and to find out how to do that or indeed anyone who is interested in this area or who wants to find out more about what we're doing should please send email to Sonia Gonzalez or to myself and our two email addresses are posted there so that you can follow up contact us please and find out more about what we're doing and how to become involved. So with that I would like to end this webinar to give thanks to our two key presenters Clive Curtis and Mark Skelton you can see some details about them on this slide and also about myself and I would like to thank all attendees particularly those who shared their thoughts on the chat and who asked their questions on the chat and on the Q&A thank you very much and we look forward to seeing you at future open group webinars thank you.


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