Technology September 2022 www.bookshq.net

DISH NETWORK

“Charlie Ergen (Chairman and co-founder) had
the foresight over a decade ago, to realise that
the satellite TV business was at some point going
to be a business in decline, and so he started

acquiring spectrum”

DAVE MAYO
EVP OF NETWORK DEVELOPMENT,

DISH WIRELESS

Many of DISH’s offerings will focus on positioned to be able to achieve that.

enterprise networks. These private networks "I think we'll be able to take advantage

will sit on top of SMBEs (Small Medium of opportunities like that and be the

Businesses and Entrepreneurs), which wireless network for CIOs, which is a

will contain their virtual mutual policy tremendous opportunity for the business.

management, allowing them to control their It'll really give us the ability to grow lots

costs, their mobility and their security in a of revenue in a way that's distinct and

simplified manner. different to our competitors.”

Rouanne explains how, through the use These last two points are important

of private networks, DISH is able to "give to note, as data and its security are core

the keys to big enterprises", enabling them concerns of companies at the moment.

to keep the data in their own facilities and Being able to offer capability alongside

giving them a greater level of control over individualised security is a key differentiator.

their data security, and their ability to offload “Existing networks are monolithic today.

the traffic onto their own WiFi. Because DISH is cloud-native, however, we

When asked about DISH’s vision and can have a mini-core for each enterprise

objectives for the market as a whole, Mayo and they can decide – whether they fly

noted that he has noticed a desire among drones, move trucks or are engaged in retail

many companies – whether it be oil and gas – what they do with this. It gives them full

refineries, or manufacturers – to keep their control”, Rouanne explained.

data on-prem. Despite initial uncertainty regarding

“It's counterintuitive for the incumbents how successful the venture into wireless

to move core network elements off- networks would be, DISH has gone

prem, out of their switches and into a from strength to strength under Charlie

manufacturing, refinery or campus-type Ergen’s leadership.

environment. That's one of the unique “And so, in terms of capabilities,” grins

things that our network is engineered and Rouanne, “I know something big is coming

architected to do, right out of the gate: to our way.”

actually provide that capability.”

And Mayo confidently says that, within the

www.bookshq.netnext five to ten years, DISH will be far better

technologymagazine.com 201

IMPROVING

THE LIVES
OF PATIENTS

WRITTEN BY:
HELEN ADAMS

PRODUCED BY:
TOM VENTURO

www.bookshq.net

202 September 2022

www.bookshq.net

technologymagazine.com 203

SERVIER PHARMACEUTICALS

Servier Pharmaceuticals on digital
transformation, unsung healthcare
heroes, patients supporting patients and the
essential ingredient to a good partnership

M ark Yunger is the Head of IT
at Servier Pharmaceuticals.
His role encompasses all
aspects of technology for
the company, including the
application portfolio for various functions,
infrastructure, data and analytics, as well as
cybersecurity and digital therapeutics.
“I started off in technology doing statistical
programming in graduate school for my
Master's programme research and then later
on for my PhD. From academia, I went into
the software industry in the high-tech space
and worked in software development and
internationalisation.” It was during the dot.
com meltdown in the early 2000s when
Yunger found his way from high-tech into
biotech. “By way of IT managed services at
Millennium Pharmaceuticals, I eventually
moved into the industry and have been in
the biotech space ever since - I really love it!”
For Yunger, there are two key components
that have kept him in the life sciences.
“When waking up in the morning, knowing
that you are, even in a small way, making
a contribution to curing cancer and saving
lives through life-saving products, that's
a very motivating reason to get out of bed
in the morning and it's a very
fulfilling endeavour.”
When Yunger was in the high-tech
services industry, he had the opportunity
to travel around to a variety of different
www.bookshq.netcompanies and industries, from financial

204 September 2022

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technologymagazine.com 205

SERVIER PHARMACEUTICALS

EXECUTIVE BIO MARK YUNGER

TITLE: HEAD OF INFORMATION TECHNOLOGY
INDUSTRY: PHARMACEUTICALS
LOCATION: UNITED STATES

Mark Yunger is the Head of Information
Technology at Servier Pharmaceuticals.
Working closely with R&D, Manufacturing,
Commercial, and Corporate functions, he
is responsible for leveraging information
technology to accelerate therapies through
the pipeline in pursuit to improve patients'
lives. He is also responsible for guiding the
development and partnering of the company’s
digital therapeutics portfolio.
With over 20 years of technology
leadership experience within the biotech
and high-tech industries, Mark is a proven
leader in building world class technology
organisations. Prior to Servier Pharmaceuticals,
Mark held a variety of roles of increasing
responsibility, most recently as the Head
of IT for Seres Therapeutics where he led
the building of foundational capabilities to
advance microbiome-based products to cure
infectious diseases including C. difficile and
Ulcerative colitis. Prior to Seres Therapeutics,
Mark was the Vice President of Infrastructure
and Operations at Biogen where he led
a team of technologists that maintained
Biogen’s applications from Research
& Development, to Pharmaceutical
Operations & Technology, to
Commercial as well as empowered
the acceleration of Biogen's business
through designing and building
leading-edge cloud services and
high performance computing.

www.bookshq.net

206 September 2022

services to leisure and hospitality, to
manufacturing. “Through that journey, I
came across a number of biotech businesses
and was struck by the differences in
corporate culture across industries. I felt
most at home in biotech.” Yunger found
the vibe, interactions and culture to be
something with which he was well aligned.

Yet post-COVID-19, he learned a lot
more about the healthcare sector from an
individual perspective, as well as from within
the healthcare industry, and within the
Servier Pharmaceutical company.

“Moderna, J&J, and Pfizer played key roles
from a COVID-19 vaccine perspective, but
just as important were the frontline workers,
particularly frontline healthcare workers.
They are the unsung heroes that deserve
a lot of credit, a lot of support and our
gratitude for everything that they have gone
through,” said Yunger.

Yunger sees that technology has played

www.bookshq.neta supporting role in this, particularly with

technologymagazine.com 207

www.bookshq.net

telemedicine and being able to allow their jobs was not an option,” said Yunger.

patients to get access to care in ways “It was an ‘all hands on deck’ moment, not

pre-COVID-19, the healthcare industry was just for Servier Pharmaceuticals, but really,

less amenable to. “I think that was a good for all companies. I was very grateful and

silver lining from an industry perspective, impressed with my colleagues and my team

out of an otherwise very difficult time.” being able to cross that gap in a very short

From a company perspective for Servier period of time.”

Pharmaceuticals, it was an accelerator From an individual perspective, Yunger

for their digital transformation strategy. was moved by the impact a lack of

Although the company was making progress socialisation had, especially on his family.

in a methodical way, the pandemic forced “Just talking to colleagues and talking to

the healthcare industry to accelerate that friends and family, it was a very isolating

roadmap and accomplish what Yunger time, particularly for teenagers. I have three

thinks they probably would have done in kids, all three of whom were in middle

a couple of years. school and in high school during the

“We had to get it done in a couple of pandemic. It was very difficult for them.”

months, because the organisation had Although video calls made an imperfect

to continue being productive and having replacement for that socialisation, Yunger

www.bookshq.netpeople sit at home, not being able to do
laments the impact of the isolation.

technologymagazine.com 209

Servier Pharmaceuticals’ technological The company keeps its data in the cloud

transformation and stories of hope allowing for speed, agility and scalability,

The transformation journey at Servier something Yunger sees as a positive

Pharmaceuticals has been one of rapid as it frees up employees from physical

scalability. Yunger has seen the company constraints.

grow exponentially since its founding in “Although you're always able to automate

2018, leading the transformation of the on-premise infrastructure, you eventually hit

U.S. oncology field. physical constraints. Having your data in the

“We have the fortunate advantage of cloud really releases you from a lot of these

not having a lot of legacy infrastructure or constraints and they just don't exist for most

technical debt, we were really born in the workloads in the cloud.”

cloud and we're able to scale and expand Servier Pharmaceuticals leverages their

rapidly, as we were adding new colleagues cloud capabilities to accelerate meeting the

and new services.” www.bookshq.netneeds of their patients. An example of this

210 September 2022

SERVIER PHARMACEUTICALS

“T ALKING TO COLLEAGUES
AND TALKING TO FRIENDS AND
FAMILY, COVID-19 WAS A VERY
ISOLATING TIME”

MARK YUNGER

HEAD OF INFORMATION TECHNOLOGY,
SERVIER PHARMACEUTICALS

can be seen in their patient engagement “We've been very fortunate to have the

portal to help patients navigate their patient opportunity to meet with our patients and

journey, a project Yunger is very excited hear their stories. We've found these stories

about. “Our patient engagement portal is of perseverance and making it to the other

a platform through which we provide digital side of treatment really inspiring,” said

capabilities to support our patients,” Yunger Yunger. “We are very fortunate to be able to

explains. “On the patient facing side, there bring our patients life changing treatments.

are tools that are tailored to a patient's For a diagnosis like acute lymphoblastic

particular needs. Once you register, we can leukaemia (ALL), it used to be a death

provide tailored content to your areas of sentence for kids. Although fighting through

interest. If you are a caregiver, or parent of it today is a very hard journey, the good news

a patient, once you register, we’ll provide all is that you can now make it to the other side.”

the relevant content, tools and information Servier Pharmaceuticals' goal of sharing

to meet your needs.” www.bookshq.netthese patients’ stories is to be able to bring

technologymagazine.com 211

SERVIER PHARMACEUTICALS

“ FRONTLINE WORKERS, PARTICULARLY
HEALTHCARE FRONTLINE WORKERS,
ARE THE UNSUNG HEROES THAT
DESERVE A LOT OF CREDIT

MARK YUNGER Servier Pharmaceuticals uses technology
transformation to drive patient and
HEAD OF INFORMATION TECHNOLOGY, employee strategy. “I think that’s another
SERVIER PHARMACEUTICALS silver lining from COVID-19, trying to make
positive outcomes from a bad situation,”
them to other patients who are earlier in says Yunger.
their journey. So when you've just been
diagnosed or you're in the middle of Empowering partnerships
treatment and things look dark, patients and a future outlook
will be able to see what it looks like on the Servier Pharmaceuticals has long-standing
other side of treatment and that they can partnerships with Markley Group and
get through it.

MISSION-CRITICAL

ASDILVVEERRTDATA CENTER SOLUTIONS
Colocation • Connectivity • Cloud
Network Services • Network Fabric

Discover more

www.bookshq.net

212 September 2022

TEKsystems. “My relationships with both of build out a robust portfolio of potentially

them have transcended the companies that life-changing treatments for patients.

I've been with,” says Yunger. “They're really “The next 12 months is really ushering in

great partners and as to what is essential a new chapter of innovation for the patients

to a good partnership, I really think both we serve. We have a lot of early stage

Markley and TEKsystems understand the research that's exciting. We’re building out

answer to that question. Great partnerships our capabilities in early stage research

are based on relationships person to person which will be very important for us from

relationships. They consistently demonstrate both a scientific perspective, as well as

in the delivery of their services that they a technology perspective. Accelerating

care about you as a professional and your the early stage discovery of new drugs

professional success.” will be a very big area for us.”

Markley Group is an infrastructure hosting Servier Pharmaceuticals has grown rapidly

service provider, which provides critical over the last four years, but the company

infrastructure services to companies. plans to continue to grow rapidly, both

According to Yunger, they provide world class organically and inorganically. “Continued

services and infrastructure capabilities for all rapid growth for the next 12 months is

layers of traditional infrastructure. TEKsystems part of the plan and technology will need

is an IT service and talent provider. to continue to scale and grow with our

For the next 12 months, he sees the organisation.”

company further strengthening and

expanding its oncology presence in the U.S.

www.bookshq.netas Servier Pharmaceuticals continues to

technologymagazine.com 213

Modernising WRITTEN BY:
& Innovating İLKHAN
ÖZSEVIM
Healthcare
www.bookshq.net PRODUCED BY:
TOM VENTURO
214 September 2022

www.bookshq.net

technologymagazine.com 215

PROVIDENCE

B.J. Moore, CIO & EVP of B.J. Moore,
Real-Estate Strategy Operations at CIO & EVP of Real-Estate
Providence, talks about modernising
and innovating healthcare Strategy Operations

P rovidence is a 165-year-old
healthcare company and takes
enormous pride in the fact that
they were founded by women.
Over the decades, they have
grown immensely, combining the ministries
of ‘Providence' and 'St. Joseph', while
expanding through the acquisition of other
health systems, which has allowed them
to be the US$25bn health system that they
are today – and one of the largest health
systems in the US.
As a whole and as individuals, each
member of the team works to serve their
communities in Alaska, Montana, Oregon,
Washington California, Texas and New
Mexico. Providence’s mission is to serve all,
but especially the poor and the vulnerable,
through their vision of 'Health for a Better
World’.
“We primarily serve communities across
seven states here on the west coast of the
US, with 52 total hospitals and ministries,
over 1000 clinics and 120,000 caregivers
that serve those communities,” says B.J.
Moore, CIO & EVP of Real-Estate Strategy
Operations at Providence.
Moore has a professional career spanning
30 years, 27 of which were spent at Microsoft
with roles in everything from finance and
operations to IT. His last role at Microsoft
was as the VP of engineering, responsible
for the company’s global commerce and
www.bookshq.netcompliance. After 27 years, ready to do

216 September 2022

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technologymagazine.com 217

PROVIDENCE

something different and just as healthcare “W e primarily serve
saw the rising need for digital transformation,

Moore joined Providence as their Chief communities across
Information Officer (CIO). Since joining three seven states here
years ago, he's also taken on their real-estate

strategy and operations. on the west coast
Moore’s role at Providence is twofold.

As CIO, he owns the digital systems of the US, with 52
– everything from the networking total hospitals and
infrastructure in their hospitals and

ministries to all the systems they use for ministries, over 1000
shared services such as payroll and financial

systems, and the clinical systems that are clinics, and 120,000
used by their caregivers and patients – caregivers that serve
essentially covering most of the technology

that's required to run, secure and modernise those communities”
a health system. His other role is in real-

estate strategy and operations, where his

team is responsible for all the hospitals and B.J. MOORE

clinics, as well as the buildings, maintenance CIO & EVP OF REAL-ESTATE

and support of those buildings, including the STRATEGY OPERATIONS,

PROVIDENCE
www.bookshq.netcleaning of the hospital rooms.

218 September 2022

B.J. MOORE

TITLE: CIO & EVP OF REAL
ESTATE STRATEGY OPERATIONS
INDUSTRY: HEALTHCARE
LOCATION: UNITED STATES

Providence is a national, not-
for-profit Catholic health
system comprising a diverse family of
organisations and driven by a belief
that health is a human right. With 52
hospitals, over 1,000 clinics, senior
services, supportive housing, and many
other health and educational services,
the health system and its partners
employ nearly 120,000 caregivers
serving communities across seven states
– Alaska, California, Montana, New
Mexico, Oregon, Texas, and Washington.

“One thing I'm very proud of,” says
Moore, “is that we received the very first
known COVID patient in the United States,
in January 20th 2020; and not only did we
receive the first known patient (who was
successfully treated), but we have served
our communities very well throughout the
entire pandemic. Our impact is huge.”

Simplify- Modernise- Innovate
When Moore joined Providence, he visited
hospitals and ministries, and met with
their administrative staff and caregivers.
It became clear to him that healthcare
was significantly behind other industries.
“My estimate was 15-to-20 years behind,”
says Moore. “And out of that learning tour
came our three strategic pillars of 'simplify',
'modernise' and 'innovate'.”

Moore likes to think of these pillars in
terms of Maslow's hierarchy of needs: at

www.bookshq.netthe bottom of the hierarchy sits 'simplify',

technologymagazine.com 219

Reduce documentation time and increase
care delivery with Nuance® Dragon®
Ambient eXperience™ (DAX)

7min saved per encounter, reducing documentation time by 50%

70% reduction in feelings of burnout and fatigue
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Better patient-physician experience, all around.

Learn more at Nuancew.cowmw/D.AbXookshq.net

How is ambient clinical intelligence
transforming healthcare?

Nobody went to medical school so they could spend their days entering
data into an EHR. They went to medical school to embark on a rewarding
career, helping people improve their health and their lives.

ACI technology ensures the primary focus of each visit is the patient and
their story, not notetaking or documentation. That strengthens the patient-
physician relationship and increases patient satisfaction, engagement, and
retention. It brings providers back to what attracted them to medicine in the
first place. And it removes the heart-sinking feeling of getting to the end of
clinic time and seeing hours of documentation tasks ahead.

For example, since implementing Nuance’s ACI solution, the Dragon Ambient
eXperience (DAX), healthcare organizations have seen patient satisfaction
rates rise to 83%, with most saying their visits have felt more personal and
that their physician has been more focused on them. Physicians spend less
time looking at computer screens, documenting care, and working after
hours. With Nuance DAX, they can focus on delivering higher-quality care to
more patients—without burning out.

The most exciting thing about ambient clinical intelligence is that improving
patient-physician encounters is just the beginning. Research is already well
underway into using ACI to spot indicators of depression, anxiety, and social
determinants of health during patient-physician conversations.

The potential applications for ACI are almost limitless, but one thing is
certain: this technology will change the experience of care for physicians and
patients, and help both groups lead happier, healthier lives.

Experience DAX, innovated by Nuance and Microsoft,
in action

Learn more about how AI-driven ambient clinical intelligence helps improve care

delivery and outcomes. www.bookshq.net

which means simplifying the operating implementing the use of collaborative tools

environment. At the time, for example, like Microsoft Office and Teams, and the use

Providence had over 4,000 disparate of advanced delivery methods like Agile.

computer applications, which hindered their At the very top of the hierarchy occupying

ability to create a great patient and caregiver its capstone is 'innovate', which concerns

experience. the use of advanced computing like

So the 'simplify' strategy looks at how machine learning and artificial intelligence

Providence reduces that redundancy by to push forward patient care and improve

transferring information on to a standardised caregiver productivity.

set of platforms, while having just a few vital Moore says: "It’s really hard to innovate at

applications and processes scale, and to sustain such innovation, if you

to serve caregivers and patients. have counterproductive complexities such

'Modernise' sits in towards the middle as an environment with 4,000 applications,

of Maslow's hierarchy and concerns how and significant 'technological debt', and

to leverage modern technology and that's why we first simplify the environment,

engineering practices to increase agility. This then modernise the way that we use and

includes Providence’s decision to move from deliver technology, which provides us with

www.bookshq.neton-premise computing to the cloud, while
the foundation to innovate."

222 September 2022

PROVIDENCE

“O ur impact
is HUGE”

B.J. MOORE
CIO & EVP OF REAL-ESTATE
STRATEGY OPERATIONS,
PROVIDENCE

The problem: Employee Burnout "Just like other healthcare systems in the

As Providence was the first health system to country, we have seen a very high attrition

have received the first known COVID patient rate and are now really short-staffed, which

in the US, they have been under the intense then reamplifies the level of caregiver

strain of the pandemic for longer than any burnout." The demand for care is higher

other US health system. Consequently, their than ever, but the staffing levels are lower

caregivers – who had been on the frontline than they were before COVID. "So what

from the very beginning – were labouring we are having to ask of our caregivers is

under the long hours and days with no relief unparalleled.”

in sight.

As Providence caregivers were The Solution: Alleviation and

delivering COVID care to their Empowerment through Technology,

communities there was, as we all know, easing the burden for frontline workers

a lot of non-COVID related care that With Providence's mission to serve all,

was deferred. Finally, as COVID began especially the poor and vulnerable, the

to wane, these deferred patients started current state of affairs means that they're

to stream into the system, which led to struggling to meet community needs.

www.bookshq.netunprecedented caregiver burnout.
Within this seemingly despondent situation,

technologymagazine.com 223

“O ne thing I'm very proud of is that we
received the very first known COVID
patient in the United States, on January
20th 2020, and not only did we receive the
first known patient (who was successfully
treated), but we served our communities
very well throughout the entire pandemic”

B.J. MOORE www.bookshq.net
CIO & EVP OF REAL-ESTATE
STRATEGY OPERATIONS,
PROVIDENCE

224 September 2022

PROVIDENCE

tool, which allows clinicians to dictate their

notes using only their voice. "But what we're

really partnering with them on is ambient

clinical intelligence (DAX - Dragon Ambient

eXperience)," he says. DAX allows a caregiver

in a clinical setting to speak naturally with

a patient while it automatically documents

the encounter and annotates it into the

health record for the caregiver's edification.

Moore says: "This technology really

allows for that natural interaction between

a caregiver and a patient, and all that

administrative work of adding information

to the health record is done automatically,

in the background."

What's more, this ambient tech is able

to transform everyday language into

professional medical terminology, where,

for example, it may detect the words 'heart

flutter' and automatically translate it into

'cardiac arrhythmia', or 'fast heartbeat' into

'tachycardia'.

There are several subsequent benefits

to this technology. Firstly, it demonstrably

increases productivity. But a more powerful

however, the use of technology has had effect is, that it allows for that natural

a positive impact by alleviating the level interaction of the caregiver and patient,

of employee burnout through tools like which is recognised in medical literature

Microsoft Teams, allowing Providence to as having a significant positive impact

adapt to the remote work environment where on patient outcomes. "This allows the

possible, and technologies like ambient caregiver to practise their craft, which is,

artificial intelligence, to reduce the amount of fundamentally, patient care and delivery,"

administrative work for frontline caregivers. says Moore. "Our estimate is that a caregiver

Providence has built very strong spends 40% to 60% of their time doing

partnerships with technology leaders such administrative work, so anything that we can

as Microsoft and Nuance, and through do to relieve that burden is huge."

them, has access to vital technology

with impressive consequences for their Providence, Nuance and Microsoft:

healthcare outcomes. A Triad of Excellence

"Nuance has always been a trusted Early this year, Nuance was acquired

partner of ours," says Moore. Providence has by Microsoft. Providence already had a

used Nuance's tools, such as Dragon Medical strategic partnership with Microsoft, thus

www.bookshq.netOne, for a long time - a speech recognition
this acquisition really allows for Providence,

technologymagazine.com 225

www.bookshq.net

226 September 2022

PROVIDENCE

“You can see that it’s really hard to
innovate if you have counterproductive

complexities such as an environment
with 4,000 applications, and that's

why we first simplify the environment
before modernising the way that we
use and deliver technology”

B.J. MOORE
CIO & EVP OF REAL-ESTATE

STRATEGY OPERATIONS,
PROVIDENCE

Microsoft and Nuance to effectively
have a strategic collaboration.

Providence is set to complete their
simplification and modernisation journey
by December 2022. They completed their
move to a single electronic health record in
March and, as of July, have moved to Oracle
cloud, which is their new ERP system. Moore
says: “Indeed, we’re under a lot of cost-
pressure here in the US, and so the question
is, ‘how do we provide those same services
for less?’ We’ll focus on the efficiency of our
own IT operations, and then the engineering
work that we do is really going to be focused
on caregiver attraction, retention and
productivity.”

Providence is a shining example of the
convergence occurring with tech and
healthcare and should serve as an example
for healthcare systems all over the globe,
as to their ever-growing and inevitable
interdependence.

www.bookshq.net

technologymagazine.com 227

How Jellyfish
is Meeting
M&A
Challenges
with J+

WRITTEN BY: PRODUCED BY:

GEORGIA WILSON LEWIS VAUGHAN

www.bookshq.net

228 September 2022

JELLYFISH

www.bookshq.net

technologymagazine.com 229

JELLYFISH

Benjamin Pipat, Chief Solutions
Officer of Technology Solutions
at Jellyfish, on the company’s
efforts to navigate the challenges
of large-scale M&A activity

F ounded over 15 years ago, Jellyfish
is one of Google’s closest partners.
The organisation offers creative
marketing performance solutions
for the platform world to help
brands navigate, connect and harness the
platforms that drive their growth through
technology, media, creativity and data
expertise.
“Over the last three years, the range of
services and products we provide has grown
massively,” says Benjamin Pipat, Jellyfish’s
CSO of Technology Solutions. “By increasing
our spectrum of expertise, we’ve been able
to provide our clients with more services and
bring them to new platforms they may never
have even considered before.”
One such example is Jellyfish’s recent
expansion with Google. Having bolstered
its social media expertise via M&A, Jellyfish
took over Google UK’s social presence – to
massive success.
“Being able to expand and improve our
clients’ digital performance is what M&A is all
about for us,” notes Pipat.
This expansion has also led to stronger
relationships with major players like Meta,
Amazon and Salesforce, in areas such as
Retail Media, Analytics and CRM.

www.bookshq.net

230 September 2022

www.bookshq.net Example of
an image caption

technologymagazine.com 231

JELLYFISH

Jellyfish: Navigating large-scale
M&A activity challenges

“ We’ve worked across Creative, Media, Data and Commerce.
with all teams These cover analytics and workflow
globally to put softwares, as well as bidding, monitoring and
technology at the reporting solutions.”
core of everything
we do at Jellyfish” Since 2019, Jellyfish has tripled in size,
and such large growth drives change within
BENJAMIN PIPAT an organisation; “In the past 2 years, we’ve
CHIEF SOLUTIONS OFFICER OF worked with all teams globally to put
TECHNOLOGY SOLUTIONS, JELLYFISH technology at the core of everything we do
at Jellyfish. We have an understanding of
the value it can bring at different levels of
the business. Having this mission at our core
helps the organisation as a whole to conduct
its operations better and faster,” says Pipat.

As the Chief Solutions Officer of Driving a global proprietary

Technology Solutions at Jellyfish, Pipat leads technology strategy

a team of over a hundred engineers: “Our In 2020, Jellyfish had its biggest year in

mission is to develop proprietary technology merger and acquisition (M&A) activity,

to enhance our talent’s ability to do what integrating with a dozen new companies.

they do, better. People are our biggest Pipat explains: “Most of these

asset, and we believe we can augment their organisations were startups with strong

www.bookshq.netpotential with J+, our suite of technologies
proprietary technology and talented teams

232 September 2022

giving them an edge, which is why they were BENJAMIN PIPAT
a great fit for Jellyfish.”
TITLE: CHIEF SOLUTIONS OFFICER OF
But with such fast growth comes TECHNOLOGY SOLUTIONS
challenges. “When these companies joined INDUSTRY: TECHNOLOGY
the group, we ended up with a whole crew LOCATION: PARIS, FRANCE
of engineers and product teams working
on dozens of different technologies, with
different tech stacks, methodologies and
business models. We decided to create the
Technology Solutions capability to globally
align the Why, What and How of proprietary
tech built at Jellyfish,” says Pipat.

“Our first step was to define our strategy,
both in the short-term and in the future.
We did so by defining our core principles,
providing a guiding compass for all
technology decisions.”

Those four core EXECUTIVE BIO With a degree in mechanics
principles are: and computer science,
Benjamin Pipat’s career in the
1. Impact - Only building technology industry began as a
technology that will enhance management consultant. Having
outcomes a passion for wine and witnessing
everyone’s challenge to choose the
2. Enterprise-level - Only right bottle, Pipat left the sector to
building technology that is start a mobile-first wine business
enterprise-level to serve all with its own recommendation
teams and clients globally engine. “This is where I learned
code and found my way in the
3. Pragmatism - Instead of industry,” he says.
competing with the likes of Since then, Pipat has held
Google or Intercom, Jellyfish different engineering roles,
partners with them, working founding other companies along
hand-in-hand to develop the way before joining Jellyfish in
technology on top or across 2020 as Chief Solutions Officer
platforms for Technology Solutions when his
startup Seelk was acquired.
4. Passion - Being proud of the
technology they build.

www.bookshq.net

technologymagazine.com 233

It’s time to move past the
“remote versus office” debate

The future of work
isn’t either/or—it’s both.
Flexibility is the new
must-have, not just a perk.

78%

of workers want
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Remote and hybrid
employees are more happy,
productive and engaged than
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95%

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www.bookshq.net

All data from the January 2022 Future Forum Pulse

JELLYFISH

“T he outcome is our J+
brand, which positions our
tech products as additive
to our ecosystem”

BENJAMIN PIPAT “The outcome is our J+ brand, which
CHIEF SOLUTIONS OFFICER OF positions our tech products as additive to
TECHNOLOGY SOLUTIONS, JELLYFISH our ecosystem. It’s a big plus for us and a big

plus for our clients, as well as a clear link to

Building a unified tech brand our value of ‘positivity’,” says Pipat. “This new

“Another challenge we faced was confusion branding and unified set of materials have

from both internal and client teams on been instrumental in enabling our Growth

this long list of technologies that were and Client teams to put technology at the

now part of our roster,” says Pipat. centre of our narrative”.

To drive further alignment and J+ technologies are divided across 4

consistency, Jellyfish’s Brand Strategy, suites (J+Creative, J+Media, J+Data and

Marketing and Creative teams have joined J+Commerce), with strong ties to matching

forces to build and deploy a new branding capabilities, and are now natively integrated

www.bookshq.netfor its many tech solutions.
into Jellyfish’s products.

technologymagazine.com 235

JELLYFISH

Empowering global engineering teams “W e wouldn’t
When it comes to M&A activity, integrating be where we
and aligning the joining businesses are without our
into a single uniform operation is a
significant challenge for many.

“In my experience, organisations tend to partners; that is
underestimate the chaos that's often created

by change, as well as the resistance they’re something that we
likely to meet. Trying to align everyone on

everything doesn’t make sense.” are very aware of”
Ever the engineer, Pipat continues: “Like

in mechanics, resistance generates heat, and

heat is basically entropy. But if you apply the BENJAMIN PIPAT
right amount of oil at the right place, you CHIEF SOLUTIONS OFFICER OF
reduce friction and increase efficiency.” TECHNOLOGY SOLUTIONS, JELLYFISH

The biggest challenge is to maintain

engineering velocity and business relevance

as the organisation grows.

“We approached this by ensuring our

teams have both focus and accountability.

Led by former technology founders, we

adjusted the Spotify squad model, adding

a duo of Tech and Product Leads to each

squad. As a pair, they work hand-in-hand with

the rest of the business and are accountable

for the delivery and for the quality of the

technology they build and deploy.”

“The other pillar we focus on is enabling our

engineering teams to deliver enterprise-level

software better and faster. One great example

is our implementation of Gitlab CI across all

squads, which enables our teams to put the

core concepts of Continuous Delivery in action.”

Pipat explains that one of the toughest

challenges has always been related to people.

“Transitioning from being an engineer in a

technology startup to being a part of a group

of over 2,200 operating in 20 markets is

difficult. The squad set up helped us preserve

the passion for technology and agility within

our teams, and like everything we do across

Jellyfish, we do all we can to give our talent a

platform to perform.” www.bookshq.net

236 September 2022

JELLYFISH

Jellyfish and its partners They’ve been working in a similar way
“We have always had a partner-centric with another of their big partners, Meta,
approach,” explains Pipat. Having having spent the last six months developing
partnered with Google for over a technology that monitors and optimises
decade, Jellyfish works with them all social commerce.
over the globe, with an expertise that
runs so deep that Jellyfish routinely “We wouldn’t be where we are without
trains teams of Google employees our partners; that is something that we are
on Google’s own products. very aware of,” Pipat states frankly. “We
have a team that is specifically in charge of
But the partnership isn’t just one- partnerships and we build our technology with
way. “We work hand-in-hand with a strong awareness of where these platforms
Google’s product teams to ensure are going. Working alongside our partners in
that the technology we’re building is this way helps to drive a competitive edge for
complementary to their roadmaps.” our organisation in the future.”

www.bookshq.net

technologymagazine.com 237

JELLYFISH

Driving customer success

Similar to large tech companies, Jellyfish has built its own team of Customer
Success Managers (CSMs) who are in charge of ensuring the activation,
adoption and impact of their J+ suite of technologies.

“Whether it’s for internal use or client-facing, our CSM teams are critical to
the success of our technology offering. This global team of consultants are in
charge of onboarding, training, implementation activation and support across
both our proprietary and partner tech,” says Pipat.

www.bookshq.net

238 September 2022

JELLYFISH

“In the near-future,
organisations are
going to require

partners that offer
cutting-edge services

and technologies
on each vertical that

they address”

BENJAMIN PIPAT
CHIEF SOLUTIONS OFFICER OF
TECHNOLOGY SOLUTIONS, JELLYFISH

Future trends in the industry

When it comes to agencies, Pipat highlights

that an organisation having strong

technology is becoming a requirement

rather than just a competitive advantage in

pitches. “This is something we have been

experiencing in our discussions for the past

few years. Today, if you are unable to show

you have strong proprietary technology and

data-centric methodologies, then you are

The next 12 to 18 months for Jellyfish out of the game. This is where digital partners

Jellyfish’s J+ suite of technologies like us have a competitive edge,” says Pipat.

currently covers media automation and “At Jellyfish, we have managed to deploy

monitoring, Commerce and SEO analytics, a set of technologies across our entire scope.

creative workflows, dataprep and dataviz, As such, the industry is bound to give brands

as well as a score of other tools. more ways to connect with people beyond

Pipat adds: “Over the next 12 to 18 advertising, such as leveraging elements like

months, we will continue to enhance our the creator economy. Currently, we have

set of technologies to make our teams do 10,000 freelancers working for Jellyfish

what they do better and faster. In parallel, around the world, helping us localise and

we are bringing these technologies under distribute content globally.”

a unified platform and building more

bridges between these technologies and

their datasets.” www.bookshq.net

technologymagazine.com 239

Driv

5G innovation

Tech Ma

www.bookshq.net

240 September 2022

TECH MAHINDRA

ving forward

n with

ahindra WRITTEN BY:
CATHERINE GRAY

PRODUCED BY:
JAMES BERRY

www.bookshq.net

technologymagazine.com 241

TECH MAHINDRA

Manish Mangal, Tech Mahindra’s
Global Business Head for 5G and
Network Services, on envisaging
the company’s future network as
a driver for 5G telecoms

W hen Manish Mangal
joined Tech Mahindra
three and a half years
ago, he was invigorated
by the prospect of
strapping in to join the digital services
company as it propelled its mission to
become a catalyst in the transformation of
the telecommunications industry.

As a technology-driven company, Tech
Mahindra wants to lend a helping hand
to both telecommunications service
providers and enterprises as they transform
their network infrastructure to make
their businesses run better and improve
customer service.

Responsible for running the company,
Mangal is the Global Business Head for 5G and
Network Services at Tech Mahindra and spends
his days looking to create solutions customers
would receive the most benefits from.

“Tech Mahindra is an exciting company,
and one of the reasons I came here was
Tech Mahindra’s family-like culture. While
it's a large company with over 158,000
employees, everyone still works like a family.
The management team, the colleagues that
I have – they all have excellent relationships
and work towards the common interest
of putting our customers first, then the
shareholders and the employees together,”
explains Mangal.

www.bookshq.net

242 September 2022

www.bookshq.net Example of
an image caption

technologymagazine.com 243

TECH MAHINDRA

xxxxxxx xxxxxxx xxxxxx
xxxxx xx xxxxx

“ When we talk about “When we talk about Tech Mahindra as a
Tech Mahindra as company, our objective is driven by the desire
to become that trusted partner and provider

a company, our for telecoms and enterprise customers by
objective effectively is bringing growth tactics to life.”
fundamentally driven
Driving forward the future of 5G
Now, Mangal and the team are sharply

to become that trusted focused on the future of 5G, driven by
partner and provider the number of solutions this technology
can enable. “5G is one of those very

for the telecom and the transformative technology changes
enterprise customers happening in the industry,” he notes.

“People often debate whether 5G is

in bringing growth another G. We have gone through 2G, 3G
and 4G; is this 5G just another generation

tactics to life” of technology that gives you something
more? More bandwidth, better latency,

MANISH MANGAL more capacity? Is it really about that, or is it
GLOBAL HEAD OF BUSINESS, something that is fundamentally changing?
5G AND NETWORK SERVICES, I believe that 5G is that inflexion point in our
TECH MAHINDRA
www.bookshq.netindustry that when we look back ten years

244 September 2022

TECH MAHINDRA

from now, we'll be able to point out and

say that 5G made everything happen,”

he continues.

5G is set to transform the way people

live and work, and Tech Mahindra is

determined to be an integral part of the

transition, having created key focuses for

its agenda to ensure that as it catalyses

the shift to 5G, it will continually meet the

needs of its customers.

“Now, 5G is becoming about the

overall experience for consumers; it is an MANISH MANGAL
experience platform and isn’t a connectivity
platform anymore. 5G enables an entirely TITLE: G LOBAL HEAD OF BUSINESS,

new generation of capabilities that can be 5G AND NETWORK SERVICES

envisioned by how the customers will use INDUSTRY: IT SERVICES
it. Several brand-new experiences can be LOCATION: TEXAS, USA
delivered with 5G, and this mirrors a change

in a society that has become much more

social,” says Mangal. Manish Mangal is an accomplished

Another key focus for Tech Mahindra telecom industry veteran with 20

is sustainability, particularly as the years of professional experience.

telecommunications industry has a significant He has held various leadership

impact on the environment – it is estimated roles in Fortune 100 companies

that the industry alone contributes to 1% of all leading technology initiatives from

global power consumption, something that incubation to operationalisation

Tech Mahindra wants to help reduce. that transformed businesses and

increased enterprise value. Mangal

is an expert in leading large and

global teams, developing end-to-end

technology solutions, and creating/

1986 managing strategic partnerships that
directly improve enterprise value.
Year founded
He is skilled in analysing
EXECUTIVE BIO
158,000+ industry trends, assessing threats &
Number of opportunities and developing fact-
employees based actionable plans targeted
toward business owners and CEOs
to increase enterprise value and fulfil

$6bn+ the company's business missions.
Mangal is an inventor of 60 patents

Revenue issued by the US patent office.

www.bookshq.net

technologymagazine.com 245

TECH MAHINDRA

“The amount of energy
consumption industry has with
maintaining and operating all these
networks is immense. So, for the first
time, 5G has brought in a fundamental
underpinning to say that the future
of the networks we want to design
needs to consume less and support
the sustainability agenda for the Earth.
It needs to enable the better climate
behaviour we want to establish. And
it needs to focus on that as a centre,
rather than everything else. So, I think
that's another fascinating part of 5G,
driving a sustainable agenda,” Mangal
comments.

Finally, with the introduction of 5G,
Tech Mahindra is keen to eradicate
any issues with connectivity to provide
an ‘invisible connection’. “The idea
of connectivity becoming invisible is
the mission that I would love to carry
on as part of my responsibility in this
industry, such that it just becomes so
pervasive, so ubiquitous that nobody
has to think anything about making
it work.”

Tech Mahindra’s network
of the future
As the largest independent integrator
for the telecommunications industry,
Tech Mahindra has a laser-sharp focus
on outcomes for the customer, as it
doesn’t have its agenda in terms of
selling a specific technology or solution
as it creates a network of the future.

“Customers can trust us to act on
their behalf at all times,” says Mangal.

“There is a chasm between
the legacy and the future
telecommunication service

provider – to bridge, grow anwd fiwx. w.bookshq.net

246 September 2022

TECH MAHINDRA

“I believe that 5G is the inflexion point
in our industry that, when we look back
ten years from now, we'll be able to point
and say that 5G was the one that made

everything happen”

MANISH MANGAL
GLOBAL HEAD OF BUSINESS,
5G AND NETWORK SERVICES,

TECH MAHINDRA

www.bookshq.net

technologymagazine.com 247

Intel® Smart Edge:
Edge-native software to
unleash services at the edge

Run the edge like you run the cloud. Intel Smart Edge is a
Kubernetes-based platform for deploying Edge networks
and managing container-based workloads, powered by
pre-validated blueprints and solutions provided by Intel
and a robust partner ecosystem.

Learn More

www.bookshq.net

Driving edge tech forward
with Intel partners at the helm

Intel’s Renu Navale explains how the company acts as a critical driver for the
future of edge adoption and its collaborative partnership with Tech Mahindra

In partnership with Tech complexities and helps “Tech Mahindra and Intel
Mahindra, Intel is driving the companies focus on building are working to develop
future of edge technologies innovative edge services for pre-integrated and verified
with its Intel Smart Edge enterprise, telcos, and other solutions for faster market
Platform: an edge-native industries. adoption. Our approach for
distributed computing “The buildout of the edge 5G transformation includes
platform that enables is being driven by societal a Rapid Rollout framework,
developers and organisations shifts—like supply chain orchestration and TechM’s
to deploy and manage bottlenecks, increased intelligent Assurance
container-based workloads security needs, the new normal platforms,” explains Navale.
with cloud-like ease and of hybrid work. It’s also being Navale also shares how
security at the edge. driven by the cost and latency Intel is supporting Tech
Responsible for overseeing of backhauling data to the Mahindra throughout its
this platform is Renu Navale, cloud, as well as regulations 5G telecommunications’
Vice President & General about what can be stored in transformation: “We’re also
Manager of Edge Platforms the cloud,” says Navale. providing artificial intelligence
Division at Intel Corporation. Intel collaborates closely with and machine learning-
“Tech Mahindra is a Tech Mahindra in the edge powered Intelligent Network,
valuable member of the space as it develops silicon Security Ops and Vertical-
Intel ecosystem,” she notes, and edge solutions to drive Specific solutions, productised
“offering a robust private new revenues for the industry. and ready for orientation into
network solution powered customer environments.
by Intel Smart Edge. Tech
Mahindra truly plays the role
of an end-to-end system
integrator—from deployment
and configuration to
management and monitoring
of the Smart Edge Private
Network solution.”

As Intel sees it, the future
of the edge is defined
by the relentless march
towards software-defined
infrastructure and business
automation. Smart Edge
provides an open framework
for integrating and managing
network, media, AI and Learn More

IoT workloads. This open
approach abstracts hardwarewww.bookshq.net

TECH MAHINDRA

“T he idea of connectivity becoming
invisible is the mission that I would love
to carry on as part of my responsibility in
this industry; such that it just becomes so
pervasive, so ubiquitous that nobody has
to think anything about making it work”

MANISH MANGAL
GLOBAL HEAD OF BUSINESS,
5G AND NETWORK SERVICES,
TECH MAHINDRA

As a transformation player, my focus for

us as the network of the future is to help

create capability solutions that create those

transformation journeys for the customer,

bridging that chasm and that gap,” he adds.

Containing many different technical

components, the company’s ‘network of the

future’ vision contains three building blocks to

ensure that technology, vision, and execution

are all aligned. Mangal adds: “Building block

number one is the pure infrastructure. We

see a tremendous transformation, particularly

because now hyperscalers are taking a lot

more active interest and investment in that

category. So, there's a whole layer of how the

infrastructure will evolve.”

“The second building block of the

network of the future is about the

functions of the network itself – whether

it's a 5G radio network, 5G core network,

security platform or a variety of other

components. The functions of the network

will drastically evolve to become a pure

software cloud with native functions

so that anybody can innovate around that.

A huge transformation is coming to open

that space.” www.bookshq.net

250 September 2022