 Welcome back to the cubes coverage of pager duty summit 22 Lisa Martin with you here on the ground I've got one of our alumni back with me Sean Scott joins me the chief product officer at pager duty. It's great to have you here in person Super great to be here in person. Isn't it nice? Quite a change quite a change It is a change we were talking before we went when live about it That's that readjustment to actually being with another human, but it's a good readjustment to have awesome readjustment I've been traveling more and more in the past few weeks and just being the offices seeing the people the energy We get is the smiles. It's it's it's amazing. So it's so much better than just sitting at your home and oh For me, it's the energy and and the CEO of docusign talked about that with Jennifer during her fireside chat this morning But yes, finally someone like me who doesn't like working from home But as one of the things that you talked about in your keynote this morning was the the ways Traditionally that we've been working are no longer working Talked to me about the future of work. What does it look like from paid-to-duties lens? Sure So there's a few things if we just take a step back and think about you know What your day looks like from you know all the different slack slacks, you know chats emails You have your dashboards you have more slacks coming in you have more emails coming in more chat And so just when you start the day off you think you know what you're doing and then it kind of blows up out Of the out of the gate and so what we're all about is really trying to revolutionize operations So how do you help make sense of all the chaos that's happening and how do you make it simpler? So you can get back to doing the more meaningful work and leave the the tedium to the machines and just automate That would be critical. You know one of the things that such such an interesting dynamic two years that we've had obviously here We are in in San Francisco with virtual event this year But we've there's so many problems out there that customer landscape is dealing with the great resignation The data deluge there's just data coming in everywhere And we have this expectation when we're on the consumer side that we're gonna be that that a business will know us and have enough Context to make us that the next best offer that actually makes sense But now what we're seeing is like the great resignation and the data overload is really Creating for many organizations this operational complexity. That's now a problem Really amorphously across the organization. It's no longer something that that the back office has to deal with Or just the front office. It's really a cross. Yeah, that's right. So you think about Just the customer's experience their expectations are higher than ever I think you know, there's been a lot of great consumer products that have taught the world what good looks like, you know And I came from a consumer background and you know, we measure the customer experience in milliseconds And so it customers talking about minutes or hours of outages Customers are thinking in milliseconds. So that's the disconnect And so, you know, you have to be focused at that level and have everybody in your organization focused Thinking about milliseconds of customer experience not seconds minutes hours If that's where you're at then you're losing customers And then you think about you mentioned the great resignation Well, what does that mean for a given team or organization that means lost institutional knowledge? So if you have the experts and they leave now Who's the experts and do you have the processes and the tools and the run books to make sure that nothing falls on the ground? Probably not, you know, most the people that we talked to, you know They're trying to figure it out as they go and they're getting better But there's a lot of institution knowledge that goes out the door when people leave And so part of our solution is also around our run book automation and our process automation and some of our announcements today Really help address that problem to keep the business running keep the operations running keep everything kind of moving in the customer's Happy ultimately and keep your business going where it needs to go that customer experience is critical for Organizations in every industry these days because we don't to your point We will tolerate milliseconds, but that's about it talk to me about you did this great keynote this morning That I had a chance to watch and you talked about how pager-duty is a Revolutionizing operations and I thought I want you to be able to break that down for this audience who may not have heard That what are those four tenants a revolutionizing operations that pager-duty is delivering to orgs Yeah, sure, so it starts with the data So you mentioned the data del usage that's happening to everybody, right? And so we actually do we integrate with over 650 systems to bring all that data in so if you have an API Or webhook you can actually integrate with pager-duty and push this data in a pager-duty And so that's where that's where it starts is these all these integrations and it's everything from your From a developer perspective your CI CD pipelines your code repositories From it we have you know those systems are instrumented as well even you know marketing More tech stacks we can actually instrument and pull data in the next step is now we have all this data How do we make sense of it? So we think we have machine learning algorithms that really help you focus your attention and kind of point you to the really relevant work Part of that is also noise suppression So we our algorithms can suppress noise about 98 percent the noise can just you know be eliminated It's not helps you really focus where you need to spend your time because if you think about human time and attention It's pretty expensive and it's you know probably one of your most company your company's most precious Resources is that human time and so you want the humans doing the really meaningful work Next step is automation, which is okay. We want the humans doing the special work. So what's the TDM? What's the toil that we can get rid of and push that to the machines because machines are really good at doing You know very easy repetitive tasks, and there's a lot of them that we do day in day out The next step is just orchestrating the work and putting getting everybody in the organization on the same page And that's where this morning I talked about our customer service operations product and to the customer service is on the front lines And they're often getting signals from actual customers that you know nobody else in the organization may not even be aware of yet and so You know I was running a system before and All our metrics look good, and you get a customer feedback saying this isn't working for me And you go look at the metrics and your dashboards and all looks good And then you go back and talk to the customer some more and they're like not still not working and you go back to your data You're back to your dashboards back to your metrics and sure enough we had an instrumentation issue But the customer was giving us that feedback and so customer service is really on the front lines And they're often the kind of the unsung heroes for your customers But they're actually you know kind of really helping and make sure that everything the right signals are coming to the dev team So the owners that own it And even in the case when you think you have everything instrumented you may be missing something That's where they can really help but our customer service operations product really helps bring everybody on the same page And then is the development teams and the IT teams and the SRA is pushed information back to customer service Then they're equipped empowered to go tell the customer. Okay, we know about the issue. Thank you You know we should have it up in the next 30 minutes or whatever it is five minutes Hopefully it's faster than the longer right, but they can inform the customer So to help that customer experience as opposed to the customer saying I'm just gonna go shop somewhere else I'm gonna go buy somewhere else or do something else and the last part is really around how do we Really enable our customers with the best practices. So those million users the 21,000 companies and organizations We're working with we've learned a lot around what good looks like and so we've really embedded that back into our product in Terms of our service standards, which is really helps SRAs and developers Set quality standards for how services should be implemented at their company and then they can actually monitor and track across all their teams What's the quality of the services and this team against different teams in their organization? And really raise the quality of the overall system. So for for businesses like I mentioned DocuSign was on this morning I know some great brand customers that you guys have seen on the website Peloton Slack a couple that popped out to me When when you're able to work with a customer to help them revolutionize operations What are some of the business impacts because some of the things that that jump out to me would be like reduction in churn? Retention rate or some of those things that are really overall impactful to the revenue of business Absolutely, and so there's a couple different parts of that one is you know all the work kind of what page Known for is orchestrating the work for a service outage or a website outage And so that's actually easy to measure because you can measure your revenue that's coming in or missed revenue And how much we've shortened that so that's the I guess that's our kind of the history in our You know legacy, but now we've moved into a lot of the cost side as well. So You know helping customers really understand From an outage perspective where to focus our time as opposed to just orchestrating the work Well now we can say we think we have a new feature we launched last year called probable origin So when you have an outage we can actually narrow in where we think the outage and just give you a few clues of you know This looks anomalous for example. So let's start here So that's still focusing on the top line and then from an automation perspective There's lots and lots of just toil and noise That people are dealing with on a day-in day-out basis and in some of its easy work some of its harder work One of the ones I really like is our automatic diagnostics. So if you have an incident You know one of the first things you have to do is you have to go gather telemetry of what's actually happening on the servers To say is the cpu look good? Does the memory look good? Does the disc look good? Does the network look good? And that's all perfect work for automation And so we can run our automatic diagnostics and have all that data pumped directly into the incident So when the responder engages it's all right. They're waiting for them And they don't have to go do all that basic task of getting data cutting and pasting into the incident Or if you're using one of those old ticketing systems Cutting and pasting into a ticketing system It's all right. They're waiting for you And that's you know on average 15 minutes during an outage of time that's that's saved And the nice thing about that is that can all be kicked off at time zero So you can actually call from our event orchestration product. You can call directly into automation actions Right there when that event first comes in so you think about there's a warning for a cpu And instantly it kicks off this diagnostics and then within you know seconds or even minutes It's in the incident waiting for you to take action one of the things that you also shared this morning that I loved was was one of the stats around Customer sale point that they had 60 different alerts coming in and page duty was able to reduce that to one alert So 60 extra reduction in alerts getting rid of a lot of noise allowing them to focus on really There's probably key high escalations that are going to make the biggest impact to their customers and to their business That's right You think about you know, you have a high severity incident like they actually had a database failure And so when you're in the heat of the moment and you start getting these alerts You're trying to figure out is that one incident is a 10 incidents? Is that 100 incidents that i'm having to deal with and you probably have a good feeling like there's I know It's probably this thing but you're not quite sure and so with our machine learning we're able to Eliminate a lot of the noise and in this case it was you know going from 60 alerts down to one Just to let you know this is the actual incident But then also to focus your attention on where we think maybe the cause and you think about all the different teams that You know historically have been had to pull in for a large-scale incident You know we can quickly narrow in to the root cause and just get the right people involved So we don't have you know these conference bridges of 100 people on which you know You hear about you know when these large scottages happen that everyone's on a call across the entire company And and it's not just the dev teams and it teams you have pr you have legal you have everybody's involved in these And so the more that we can You know orchestrate their work and get smarter about you know using machine learning some of these other technologies Then the more efficient it is for our customers and ultimately the better it is for their customers Right and hopefully you know pr hr legal doesn't have to be some of those Incident response leaders that right now we're seeing across the organization exactly exactly So when you're talking with customers and some of the things that you announced you mentioned automated actions incident workflows Uh What are you hearing from the voice of the customer as the chief product officer? And what influence did that have in terms of this year's vision for the pager duty summit? Sure. Yeah, we listen to Our customers all the time. It's one of our leadership principles and really trying to hear their feedback and it was interesting I got sent some of the the chat threads during the the keynote afterwards and There was a lot of excitement about the products we announced So the first one is incident workflows and this is really It's a no-code workflow based on Our recent acquisition of a company called catalytic and what it does is it's you can think of this kind of our next generation of Response plays so you can actually go in and build a workflow using no-code tooling To say when this incident happens or this type of incident happens Here's what that process looks like and so back to your original comment around the great resignation that lost institutional knowledge Well now you're building all this into your processes through your incident response And so I think the incident workflows, you know, if you want to create a you know incident specific slack channel or a You know an incident specific zoom bridge Or even just in status updates all that is right there for you And you can use our out of the box orchestrations or you can define your own Because we have you know back to the our customer list. We have you know, some of the biggest companies in the world you know as customers and We have a very opinionated product and so if you're new to the whole dev ops and full service ownership We help you through that But then you know a lot of our companies are evolving along that continuum of the operational maturity model continuum And at the other end we have customers that say this is great, but we want to extend it We want to like call this person or send this or update this system here And and so that's where the incident workflows is really powerful and it lets Let's our customers just tailor it to their processes And really extend it for them And that's ga later this year later this year. Yes, we'll start eaing Probably the next few months and then ga later this year got it last question is we're almost out of time here What are some of the things that as as you talk to customers day in and day out as you see You saw the the chats from this morning's live keynote the excitement the trust that Pager duty is building with its customers its partners etc. What would excite you about the future? Yeah, so it's really why I came to pager day. I've been here about a year and a half now, but Revolutionizing operations. That's a big that's a big statement And I think we need it. I think the you know as I think jennifer said in her keynote today work is broken And I think you know our data we surveyed our customers earlier this year and 42 percent of the respondents were working more hours in 2021 compared to 2020 I don't think anyone you know it goes home and if I could only work more hours I think there's some And if I could only do more this like tedium the tedium work of the toile If I could only do more of that I think life would be so good You know, we don't hear that we don't hear that a lot. We hear about there's a lot of noise You know, we have you know a massive attrition that every company does That's the type of feedback that we get and so we're really That's what gets me excited about you know, the tools that we're building that And especially when I think just seeing the chat even this morning about some of the announcements It shows we've been listening and it shows the excitement in our customers when they're You know lots of you know, how do we use this tool or that tool? I can just use pager duty, which was which is awesome The momentum is is clear and it's palpable and I loved being a part of that Thank you so much Sean for joining me on the cube this afternoon talking about what's new what's exciting and how you guys are fixing Work that's broken that validated me thinking that work was broken. So thank you. Happy to be here and thanks for having me My pleasure For Sean Scott, I'm Lisa Martin. You're watching the cubes coverage of pager duty summit 22 on the ground from the san francisco