Questions with "Thomas Charlton of Goliath Technologies"

We enable digital transformation by providing observability metrics around the end-user experience (EUE) to a cross-vertical client base but with a focus on the healthcare market. We do more with embedded intelligence, automation, and AI than any other company in our space who’s goal is to help IT professionals anticipate the end-user experience issues before they happen, troubleshoot them quickly when they do, and document the root cause so permanent resolutions can be put into place.

When large complex IT organizations are having difficulty achieving a posture of proactive end-user experience management, we solve three challenges. 

Firstly, they don’t know, objectively, what end-users are experiencing, Second, they don’t have the contextual metrics or data to isolate the root cause of performance issues that impact end-user experience, and third, because of the first two, they have no way to improve end-user experience and document that progress. We bring observability metrics through software to solve these issues. 

Pertaining to healthcare we maintain business & technical partnerships with Cerner, now Oracle Health, and Epic that offer IT executives and CMIO’s visibility into the clinician’s actual experience with the EHR without having to rely on subjective feedback vehicles like surveys, and hearsay which are unreliable and quite unhelpful when it comes to actionable data. We are changing the paradigm from reactive to proactive.

We will continue to build on our progress thus far. Look, in 2023 we helped IT executives answer five very challenging though simple questions.

       * How is the experience of my end users or clinicians? 

      * Is it acceptable? 

     * Can it be improved? 

     * If the experience is poor, what actions can I take to improve it? 

     * How does my IT organization's performance compare to others in our industry?

In 2024, we will continue to provide advanced features through AI that serve IT executives and those IT professionals tasked with digital transformation and overcoming the challenges inherent in implementing those initiatives. 

Here are two examples:

For the IT professionals a Troubleshooting AI assistant. This has just been released. We all know that great tech support is in short supply. There just aren’t enough candidates to fill positions and certainly not enough highly skilled people. Take one example with Citrix, and these numbers come from them. Let’s say Citrix has approximately 400 customers and on average…3/company…demand 1.2m Citrix experts and only 50k have ever been through training. There are only 150 or so validated experts like CTP’s and CTA’s. This knowledge gap cannot be filled through hiring but can be using technology. So, we use our embedded intelligence, automation, and AI to fill this skill deficit. In our technology, we automatically look for events, conditions, and failure points we know impact end-user experience. We then alert you and present correlated and contextual data so you can understand where to look for the root cause in just a few clicks.

For executives and managers more end-user analytics. Who is using what applications? When are they using the applications? Is their overall experience within the industry or our benchmarks? How do I compare and how can I improve?

Pertaining to the acquisition it is too soon to tell. Right now, we have the satellite view but when the press releases and announcements are over there will be the street view if you will. Uberagent is dex and endpoint heavy so it shouldn’t impact us as much as our competitors who are trying to compete in that space. And, having spoken to Citrix about the acquisition it may be an opportunity to integrate with Uberagent and move into the endpoint monitoring and DEX space. Especially in healthcare where the market isn’t already saturated with DEX products. 

Remember, our mission is to help IT pros anticipate, troubleshoot, and document EUE issues regardless of where their compute, application workloads, or users are located. So, Citrix isn’t our only platform. We already support other desktop virtualization solutions like VMware Horizon and cloud solutions like Amazon Workspaces and AVD. With AVD being our fastest growth market right now. Whatever hits the street view we will be prepared.  

As I mentioned we already are leveraging both of these features and will continue to enhance them for the benefit of our clients. These features have the most dramatic impact on healthcare. 

Two quick examples:

Automation. HIT ½ the people and budgets as enterprise counterparts. They typically have to do more with less while patient care is on the line. They have to be IT generalists without the budget to hire the number of specialists as they need. Adding GT software is like adding a team of TS experts. Today, out of the box, our technology automatically draws a contextual map of your Citrix delivery infrastructure, looks for events that exceed thresholds, and lets the IT generalist resolve issues that they might otherwise never be able to. This drives down cost and improves efficiency while the faster time to remediation improves user experience. Technology is the answer here.

End-user experience analytics. Without Goliath, there is simply no way a CIO or CMIO can know definitively what their clinicians are experiencing. We answer this question with on-demand functionality. Imagine an objective clinician satisfaction survey of your entire user base—no one abstaining from answering & only empirical data—when you want it. On-demand for a meeting, scheduled every Monday or monthly. Now executives can truly know what end users are experiencing with the data to improve it. Moreover, how the experience they are delivering compares to others in their industry.   

As I mentioned we already are leveraging both of these features and will continue to enhance them for the benefit of our clients. These features have the most dramatic impact on healthcare. 

Let me answer this in the context of healthcare, our predominant vertical. We work with some of the largest healthcare systems in the country from Common Sprit, Ascension, and Intermountain Health to vendors such as Oracle Health/Cerner where they leverage our technology to support their customers. So, we have depth here.

Not these larger players but Healthcare, in general, has been slow to move to the public cloud. And they have constrained resources. So as their digital transformation continues, we will need to provide products to enable that journey whether it be seamless integration into Uberagent, expansion into application monitoring and overall being able to continue to manage an increasingly complex hybrid IT environment. This along with all of the other features I have mentioned.