Joshua Lory's guest appearances

Joshua Lory

VMware Communities Roundtable

Virtually Speaking Podcast

The Customer Support Podcast

Movies, Music, and More

Jase McCarty

Brian Graf

Mike Foley

Kit Colbert

Karl Childs

Adam Mathews

Michael Dell

Amanda Johnson

John White

Ryan Kelly

Kelsey Hightower

Glen Matlock

Dave Grant

Tim Davis

Dean Lewis

OwlTail

This week on the Virtually Speaking Podcast Pete and John welcome Joshua Lory to discuss the details of VMware Blockchain. Read more 

This week on the Virtually Speaking Podcast Pete and John welcome Joshua Lory to discuss the details of VMware Blockchain. <a href="https://core.vmware.com/blog/virtually-speaking-podcast-vmware-blockchain" rel="nofollow" target="_blank">Read more </a>

VMware Blockchain with Joshua Lory

Horror punk is a pretty small niche in an otherwise broad genre of music. You can probably count the bands known for the particular style on both hands. You have The Misfits, The Damned, TSOL, The Cramps, The Undead, and a few others. In the Christian music scene, there are even less horror punk bands. I know what you're thinking. "Christian horror punk? Isn't that an oxymoron?" Not really, if you think about it. What better medium is there to tackle subjects such as death, the afterlife, and spiritual warfare against the powers of darkness and evil? Honestly, it makes perfect sense to me. Cast the Dragon joins a small group of believers who choose to delve into the world of horror punk. While they don't take on personas like their contemporaries Grave Robber or the late great Blaster the Rocketman and The Deadlines, their blend of frenetic punk, spooky keyboards, and crooning vocals are perfectly at home next to those bands. Joshua Lory is the mastermind behind Cast the Dragon. Having played bass for the legendary goth / rock outfit LS Underground, Michael Knott, and dozens of others California punk bands throughout the 1990s and 2000s, Lory decided it was time to do things his own way musically. Although he handles the main duties of vocalist, guitarist, and bass, he has assembled a backup band who I struggle to even refer to as such. Veteran drummer Jim Chaffin (The Crucified, The Blamed) and keyboardist Skot Shaw (Leper) round out the lineup on the debut album "Annihilate the Adversary." I had the opportunity to chat with Joshua about horror punk, religion, superheroes, the new album, and a bunch of other stuff... like movies and TV. We tend to ramble around a bit. If you are a regular, then you know that's how we roll around here. Jump into this interview and get to know the man behind your new favorite punk band, Cast the Dragon. You can get more info on the band at https://www.facebook.com/castthedragon.

Horror punk is a pretty small niche in an otherwise broad genre of music. You can probably count the bands known for the particular style on both hands. You have The Misfits, The Damned, TSOL, The Cramps, The Undead, and a few others. In the Christian music scene, there are even less horror punk bands. I know what you're thinking. "Christian horror punk? Isn't that an oxymoron?" Not really, if you think about it. What better medium is there to tackle subjects such as death, the afterlife, and spiritual warfare against the powers of darkness and evil? Honestly, it makes perfect sense to me. Cast the Dragon joins a small group of believers who choose to delve into the world of horror punk. While they don't take on personas like their contemporaries Grave Robber or the late great Blaster the Rocketman and The Deadlines, their blend of frenetic punk, spooky keyboards, and crooning vocals are perfectly at home next to those bands. Joshua Lory is the mastermind behind Cast the Dragon. Having played bass for the legendary goth / rock outfit LS Underground, Michael Knott, and dozens of others California punk bands throughout the 1990s and 2000s, Lory decided it was time to do things his own way musically. Although he handles the main duties of vocalist, guitarist, and bass, he has assembled a backup band who I struggle to even refer to as such. Veteran drummer Jim Chaffin (The Crucified, The Blamed) and keyboardist Skot Shaw (Leper) round out the lineup on the debut album "Annihilate the Adversary." I had the opportunity to chat with Joshua about horror punk, religion, superheroes, the new album, and a bunch of other stuff... like movies and TV. We tend to ramble around a bit. If you are a regular, then you know that's how we roll around here. Jump into this interview and get to know the man behind your new favorite punk band, Cast the Dragon. You can get more info on the band at <a href="https://www.facebook.com/castthedragon" rel="nofollow" target="_blank">https://www.facebook.com/castthedragon</a>.

Joshua Lory of Cast the Dragon Discusses Movies, Music, and More

 Josh is Sr Director Product Marketing, Global Services, VMware VMware has ~500K customers &amp; partners around the globe. Support is seen as competitive differentiator and growth engine for VMware and that's how they decided to run Support like product team Org structure -- Roughly 2500 folks reporting into Chief Customer Officer (Scott). 3 teams — Support (Global Support Services), Digital Services (Product + Engg + Marketing), Customer Advocacy. Technology Stack --  Salesforce (Ticketing, Knowledge Base), IBM Watson for Machine Learning/AI, Coveo for Search Two internally built products -- Skyline and SupportHub Skyline -- uses telemetry information coming out of VMware products to alert customers /partners about known issues in KB, security vulnerabilities, configuration best practices etc. Roughly 7500 customers on the service, adding roughly 1000 customers every month. Average # of tickets being filed are going down Skyline is included in support subscription and not priced separately SupportHub — Integrated with ticketing system. Simplifies filing experience and reduces customer effort. AI-powered support experience e.g., routing to best engineer. Announced at VM World 2019 in partnership with IBM Watson. Beta with top customers. Releasing to more customers throughout 2020. Vast majority of tickets come from web (myvmware) / Twitter support as well (integrated with Salesforce) Metrics: NPS (51 for Vmware, Average is around 21), CSAT, Customer Effort Recommend listen - Delta CEO Ed Bestian keynote at CES on how they used fit bits to understand customer journey Resources — The Obstacle is the Way by Ryan Holiday, How to Think Like a Roman Emperor, Meditations by Marcus Aurelius, Crucial Conversations

<ul> <li>Josh is Sr Director Product Marketing, Global Services, VMware</li> <li>VMware has ~500K customers &amp; partners around the globe.</li> <li>Support is seen as competitive differentiator and growth engine for VMware and that's how they decided to run Support like product team</li> <li>Org structure -- Roughly 2500 folks reporting into Chief Customer Officer (Scott). 3 teams — Support (Global Support Services), Digital Services (Product + Engg + Marketing), Customer Advocacy.</li> <li>Technology Stack --  Salesforce (Ticketing, Knowledge Base), IBM Watson for Machine Learning/AI, Coveo for Search</li> <li>Two internally built products -- Skyline and SupportHub</li> <li>Skyline -- uses telemetry information coming out of VMware products to alert customers /partners about known issues in KB, security vulnerabilities, configuration best practices etc.</li> <li>Roughly 7500 customers on the service, adding roughly 1000 customers every month. Average # of tickets being filed are going down</li> <li>Skyline is included in support subscription and not priced separately</li> <li>SupportHub — Integrated with ticketing system. Simplifies filing experience and reduces customer effort.</li> <li>AI-powered support experience e.g., routing to best engineer.</li> <li>Announced at VM World 2019 in partnership with IBM Watson.</li> <li>Beta with top customers.</li> <li>Releasing to more customers throughout 2020.</li> <li>Vast majority of tickets come from web (myvmware) / Twitter support as well (integrated with Salesforce)</li> <li>Metrics: NPS (51 for Vmware, Average is around 21), CSAT, Customer Effort</li> <li>Recommend listen - Delta CEO Ed Bestian keynote at CES on how they used fit bits to understand customer journey</li> <li>Resources — <a href="https://www.amazon.com/Obstacle-Way-Timeless-Turning-Triumph/dp/B00K5JUNSU/" rel="nofollow" target="_blank">The Obstacle is the Way</a> by Ryan Holiday, <a href="https://www.amazon.com/How-Think-Like-Roman-Emperor/dp/B07F9YYR62/" rel="nofollow" target="_blank">How to Think Like a Roman Emperor</a>, <a href="https://www.amazon.com/Meditations/dp/B004INMVDY/" rel="nofollow" target="_blank">Meditations</a> by Marcus Aurelius, <a href="https://www.amazon.com/Crucial-Conversations-Talking-Stakes-Second/dp/B009S8GO14/" rel="nofollow" target="_blank">Crucial Conversations</a></li></ul>

Episode 23: (B2B) Joshua Lory, Sr. Dir. Product Marketing, Global Services, VMware

#494 - VMware Skyline update w/Joshua Lory