Display Technology
Insight's insights: 'Culture is king' when crafting, futureproofing experiential workplaces
Insight’s recently reported unveiling of its high-tech HQ in Chandler, Arizona prompted Digital Signage Today to reach out to Matt Skaff, VP of global IT for Insight for details. Skaff joined us via video chat to discuss. “Even with all the AI and the technology, it really comes down to the people and the culture,” Skaff said.
April 14, 2023 by Daniel Brown — Editor, Networld Media Group
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"Culture's king, start with that." Courtesy of Insight. |
This is part two of a two-part series. Click here to read part one.
Insight's recently reported unveiling of its high-tech HQ in Chandler, Arizona prompted Digital Signage Today to reach out to Matt Skaff, VP of global IT for Insight for details. Skaff joined us via Google Meet video chat to discuss the principles of large projects that his team learned, including the big picture: "Even with all the AI and the technology, it really comes down to the people and the culture," Skaff said.
Futureproofing for the unknown
"You've got to be flexible," Skaff said. "What's coming up and how do I how do I make that flexible? How do I make it more modular so that if something changes, I just take this piece off and I put the new piece on?"
Examples include COVID-19 temperature stations and similar safety protocols, which the team designed to easily be reinstated if the need ever arises, or the modular conference rooms which can up- or down-size with real time integration with the hardware and software systems (down to the lapel mics and sound systems, which adjust audio based on the physical configuration of the room).
A good principle is to not be stingy in the design phase, Skaff explains, from security and infrastructure to user experience. "You know, if I'm ever on the [fence about] something … I think I've learned that my lesson is: go a little bit more overboard. Don't think you're going to groom it later. If there's something you want to do, I'd say if you're on the fence — take the next step now, don't think you're going to change that in the future."
In terms of security, using the digital, experiential canvas to consistently educate the community is key, along with recognizing that the largest threat, still (echoing experts on security and social engineering like Kevin Mitnick) relates to human error on the individual level, including phishing and social engineering. "That's probably the biggest weakness is the human factor on everything," he said. "You get an email, you open it up, you click on the wrong thing. You think it's from your boss, you miss the external message. You know, you didn't take a step back and kind of think through."
"Our cyber team is amazing," he added. "I would tell you that the relationship between our internal operations IT team IT team and cyber is such a solid relationship. And that's so key because, a lot of times, you'll see maybe a little bit of division between cyber and some of the other stuff to implemented [in a business]," Skaff said. "It's such a good working relationship because of some of the culture and some of the stuff that we've done. It's very easy to implement a lot of these things as we do it together."
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"Take the next step now." Image courtesy of Insight. |
"Culture is king, start with that"
"Well, it's not something that happens overnight," Skaff explained. "I've been with Insight over 17 years. I've seen the evolution of it." Over the years, this included attention to detail, and making sure to get buy in from the workforce as a community for things like design and color scheme, but Skaff explains it went deeper still, to that human element summed up in the company's values of hunger, heart and harmony.
"It's a recognition program," Skaff said, and seeing stories exemplifying that ethos repeated regularly every day on a dynamic digital canvas impacts the team in a positive way. "You look at hunger, it's that passion to drive to do better things. Heart is caring for your teammates, and the harmony is working together," Skaff said. "And that doesn't mean you can't disagree, but it means you've got a good relationship and you work through those things."
The company has a nonprofit foundation designed to help employees in need. "And if I can talk to you about the level of donations that we get from the teammates, from their payroll deductions, and the number of teammates that have helped us." During COVID, employees donated about $800,000 for this fund, Skaff said. "We help hundreds of teammates a year through that nonprofit," Skaff added.
"Culture's king, start with that — because you can't if you don't have a good culture, if you don't have the other stuff, you're not going to be successful," he said. "Even with all the AI and the technology, it really comes down to the people and the culture."
This is why DEI and ESG are always at the center of strategy conversations, Skaff added, both in HQ design and other projects. Examples include installing solar panels for green energy, putting in sensors that adjust blinds to make HVAC use more efficient, incorporating safety sensors installed on the underside of furniture that help people with low vision avoid bumping into objects, and putting real plants in the building to oxygenate the air and help with carbon dioxide cycling. Skaff also pointed to ergonomics, including sit-stand desks, and the messaging content, from cybersecurity awareness and education to Black History Month and Women's History Month. Using the entire digital canvas and technology ecosystem as a tool for consciousness- and awareness-raising is at the center of all of these efforts, Skaff explained.
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"Culture's king, start with that." Image courtesy of Insight. |
Using the buddy system
With so many hardware, software and integrator options, how should people choose suppliers and service providers? Skaff shared insights from Insight's journey in choosing various elements, including the LG digital signage for the interactive "boulevards" that highlight company culture and messaging with sensor-enabled, custom Prism signage mounts, along with display and A/V for the hybrid conference rooms and the smart touchscreen tables in lobby and workspaces.
Like any large project, selecting your hardware and software involves an evaluation process, Skaff said. Know what you need, set your requirements, check the warranties, the product lifetime, how often it needs to be switched out. "Also, I think what people tend to forget about is — how easy is it for me to replace this stuff? Because if I put something in there that's unique, I'm going to have a much harder time supporting it ... So you want something repeatable, to balance that out."
"And the cool thing is, is we have a lot of great partners, right? So we have a lot of great access to information and a lot of a lot of great capabilities. So you'll you'll see different hardware in certain areas because it fits the requirements for that particular component."
This is part of why the growing trend of ecosystems and coopetition means building human connections across your potential suppliers and service providers: "You have to have good relationships," Skaff said.
One of those relationships included LG, which was involved in Skaff's project. We reached out for comment on LG's role in Insight's project.
"The workplace is increasingly being viewed as an experiential space, and LG's advanced display technologies, including IPS technology and ultra-high resolution displays such as the LG 88BH7G, offer excellent opportunities for creating immersive and impactful digital signage displays with less power consumption," Jay Park, senior business development manager at LG Business Solutions USA, said via email to Digital Signage Today. "Insight's use of LG signage with custom Prism mountings demonstrates how advanced display technologies are critical to developing a truly experiential workplace environment, while also remaining sustainable. LG's corporate commitment to sustainability aligns with the growing trend of eco-consciousness in the workplace, making our products an excellent choice for businesses looking to create impactful, sustainable, and immersive digital displays."
We asked if Park had additional principles to share with workplaces designing similar projects. "LG was involved in the early design process with the Insight team," Park replied. "There are several key principles for employers to keep in mind when designing employee spaces. Most importantly, modern employees demand a flexible, adaptable workspace that can accommodate changing needs and trends. It's also essential to prioritize employee well-being, designing spaces that are conducive to productivity, creativity and collaboration, while also promoting a healthy work-life balance. Additionally, incorporating sustainability and eco-friendliness into the design can be a smart move, not only for the environment but also for the company's reputation and bottom line. Finally, embracing technology and innovation can help create a cutting-edge workspace that attracts and retains top talent."
In sum, cutting edge technology is key to building a gripping customer experience, both for traditional customers and employees-as-customers. But that technology is only as good as the human side of the company implementing it.
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Exterior view of Insight headquarters in Chandler, Arizona. Image courtesy of Insight. |
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Cybersecurity expert: 'Do the security basics, and do them well' | Digital Signage Today
Digital signage and rise of 'coopetition' | SOS: State of Signage | Digital Signage Today
Make it dance! The art and science of crafting a dynamic digital canvas | Digital Signage Today
About Daniel Brown
Daniel Brown is the editor of Digital Signage Today, a contributing editor for Automation & Self-Service, and an accomplished writer and multimedia content producer with extensive experience covering technology and business. His work has appeared in a range of business and technology publications, including interviews with eminent business leaders, inventors and technologists. He has written extensively on AI and the integration of technology and business strategy with empathy and the human touch. Brown is the author of two novels and a podcaster. His previous experience includes IT work at an Ivy League research institution, education and business consulting, and retail sales and management.
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