HP Innovation Journal Issue 08: Winter 2017 | Page 6

Commercial computing
and competing in the
experience age
by R
 on Coughlin, President
Personal Systems Business, HP
W
hen HP talks about commercial
transformation, we talk about
changing how we operate as much
as changing what we bring to market.
Transforming processes, behaviors and
beliefs is heavy organizational lifting — but
it is paying off. With 11 percent growth in
Personal Systems in FY 2017 (and four
straight quarters of double-digit growth), we
credit our success in large part to becoming
better listeners. No, really!
Our improved competitive standing has
involved listening with obsessive attention
to the needs of our customers and partners.
Today, among our commercial customers,
expectations go beyond just fantastic hard-
ware — though, that is still a crucial aspect to
be sure. Customers are looking for a curated
experience from purchase to use to disposal,
many times in a full-service outsourced mod-
el. They are looking for security across all OSs
and form factors. Victory goes to the vendor
and partners who can provide the greatest
level of value, satisfaction and service.
This new set of desires is defining what
we call The Experience Age, where five key
insights are shaping the future of computing.
First and foremost, people want to be
treated as the unique individuals they are,
even when they step into the office. Eighty-
Transforming
processes, behaviors
and beliefs is heavy
organizational
lifting—but it is
paying off.
— Ron Coughlin, President
Personal Systems Business, HP
one percent say they do work activities during
personal time, and 58 percent do personal
activities during work time. We need to deliv-
er the right devices to each person to ensure
their individual, optimal experience as they
live their One Life.
Most younger workers expect
tech in their offices to be as
good or better than their
tech at home
They also expect to always be connected —
especially millennials and Gen Z — whether
in the office, at a Starbucks, or during half-
time at their kids’ soccer game. Our focus
on improving customer experiences, even
where Wi-Fi signals aren’t optimal, has led
to innovations like HP SureConnect Software,
which solves 70 percent of Wi-Fi connectiv-
ity issues, and HP Velocity Software, which
delivers 60 percent improvement in video
call quality and 30 percent improvement in
audio call quality.
Security, of course, is compulsory.
People want their precious data and con-
tent — whether personal or professional — to
be safe. Just two examples of HP’s securi-
ty focus can be found in products like HP
Sure View — the world’s only built-in privacy
screen — and HP Sure Click, designed so that
if you click on a malware email it will be con-
tainerized. We are the only company offering
that level of security on our PCs.
90% of visual hacking
attempts are successful 1
They expect that devices and services are
one step ahead of them — knowing their
needs, habits, and tendencies. As we use
more connected device s, we generate more
data and our technology gets smarter. We’re
just at the dawn of context-aware products
and services, but artificial intelligence and
machine learning are advancing rapidly. In
the realm of more advanced experiences,
HP is exploring commercial applications of
virtual reality and immersive computing, both
expected to be major growth areas.
Ron Coughlin, President of Personal Systems Business at HP, presenting at the HP Reinvent World Partner Forum 2017
6 Innovation Journal · Issue 8 · Winter 2017
1 Average based on global trials conducted by
Ponemon Institute during the “Visual Hacking
Experiment,” 2015, and the “Global Visual Hacking
Experiment,” 2016, both sponsored by 3M.