Samsung’s David Kinlough, senior director of enterprise business solutions, demonstrated a similar procurement and delivery process Wednesday in the session “The Global Current and Future State of Enterprise Mobility.”
Projecting the workflow in the dashboard on screen as part of the presentation, Kinlough used a document camera to show the simplicity of an end user activating a mobile device. He turned the phone on, made a couple of selections when prompted and connected it to the network in the hotel where the conference was taking place. Moments after the device was connected, the real-time workflow updated to show that the tech had been activated.
Kinlough demonstrated how ServiceNow eliminates unnecessary steps in getting technologies to customers, even when those customers are internal end users.
Kinlough’s co-presenter, K.C. Choi, noted that employees at many large enterprises are looking for mobile solutions.
“In recruiting and onboarding employees, Gen Z didn’t have experience using a PC. They had grown up as digital natives on a mobile device,” said Choi, Samsung’s Corporate EVP and head of its global mobile B2B team.
In response, the company is looking into the next generation of mobile technology and the service platforms that manage it.
Exploring Transformation Practices for the Customer Experience
In its session, Samsung speakers specifically explored the use cases of mobile technology for frontline workers. They noted the enormous value of mobile and wearable technologies for those in industries such as retail and manufacturing.
Not only are these industries employing more mobile solutions now, they’re looking to future possibilities through continued digital transformation. Choi noted that organizations are making workers more productive and businesses more profitable using enterprise data and the power of AI.
Choi used the example of fast-paced work on the assembly line of an unnamed automobile manufacturer. He said that today’s internal combustion engine vehicles have more than 700 power cables that need to be connected, and that each assembly station turns around its work in 55 seconds.
“The 700-plus number will actually increase when we go to electric cars, because electric cars have more electric connectors,” Choi said.
Choi said all of these connections need to be made by hand, and that the No. 1 reason vehicles are brought in for service is for issues with electrical connections.
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In response, the company used data on the vibrational frequency of the connections when they’re made properly and created a feedback system for employee wearables, such as smart watches. When the tech detects an improper frequency, it sends a haptic signal to the frontline worker, an alert that an incorrect connection was made.
Choi called this the “augmented worker,” and he claimed that it’s the future of digital transformation through data-enabled AI. “We mean ‘augmented worker’ as in the ability to make the worker safer, more productive and more accurate in what they’re doing.”
Though the concept of AI integrated at this level seems far off — and maybe even unsettling — Choi reminded attendees that most modern phones use AI to augment photos, recommend destinations in maps and send health alerts for contact tracing.
Incorporating AI into the augmented worker is simply another way to meet customers where they already are — on mobile platforms — and give them real-time feedback.
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