CIO Straight Talk - Hi-Tech Special Issue - 14

what worked and what didn't in such
a whirlwind transition and draw some
lessons from the experience that I hope
might be useful to others in a related - if
not exactly similar! -situation.
Part of our success was already baked
in: we had designed the architecture
and our partnerships in a way that made
super-scaling possible. We had already
thought about global readiness in terms
of security, privacy, data residency,
and compliance (which was a good
thing, because most of those things are
more easily handled in peacetime than
wartime).
We had also built the platform so that
if demand surged, the traffic would be
spread out among multiple data centers
with distributed availability and scalable
From B2B to B2B+B2C
Some structural adjustments had to
be made to keep up with this new era.
I personally had to work with vendors
that were not prepared to handle the
volumes we started feeding into their
systems. Internally, we also had to
determine which processes we could
automate quickly, and began using more
robotic process automation, such as
Automation Anywhere.
Becoming so integral to
people's lives that you
turn into a verb is an
achievement, but it's also
a big responsibility.
security: we routed paid customer
traffic through our data centers, and
free traffic through Amazon Web
Services or Oracle's cloud. Now
Zoom has 19 co-located data centers
worldwide, which means that, if you are
an enterprise customer, you hit your
nearest local data center first, and are
then routed through private pipes to
other data centers, which ensures that
your video quality stays very high.
We had to revise our standard operating
procedures, create emergency response
teams, and set up multiple war rooms
where people had clear decision
parameters. We started forming crossfunctional
virtual teams to develop new
features without disrupting everything
else, pulling people from existing teams
to tackle different problems
right away. Employees had to
be reassigned too. For example,
once everyone started working
from home, we didn't need
receptionists anymore, so we
put all the receptionists to work
processing orders.
We also had to figure out how
to collect money. Are you going
to do a subscription service or do onetime
charges? Does our billing structure
scale? Having one order for a million
dollars is one thing; having a million
orders for one dollar each is another.
14

CIO Straight Talk - Hi-Tech Special Issue

Table of Contents for the Digital Edition of CIO Straight Talk - Hi-Tech Special Issue

Contents
CIO Straight Talk - Hi-Tech Special Issue - Cover1
CIO Straight Talk - Hi-Tech Special Issue - Cover2
CIO Straight Talk - Hi-Tech Special Issue - 3
CIO Straight Talk - Hi-Tech Special Issue - Contents
CIO Straight Talk - Hi-Tech Special Issue - 5
CIO Straight Talk - Hi-Tech Special Issue - 6
CIO Straight Talk - Hi-Tech Special Issue - 7
CIO Straight Talk - Hi-Tech Special Issue - 8
CIO Straight Talk - Hi-Tech Special Issue - 9
CIO Straight Talk - Hi-Tech Special Issue - 10
CIO Straight Talk - Hi-Tech Special Issue - 11
CIO Straight Talk - Hi-Tech Special Issue - 12
CIO Straight Talk - Hi-Tech Special Issue - 13
CIO Straight Talk - Hi-Tech Special Issue - 14
CIO Straight Talk - Hi-Tech Special Issue - 15
CIO Straight Talk - Hi-Tech Special Issue - 16
CIO Straight Talk - Hi-Tech Special Issue - 17
CIO Straight Talk - Hi-Tech Special Issue - 18
CIO Straight Talk - Hi-Tech Special Issue - 19
CIO Straight Talk - Hi-Tech Special Issue - 20
CIO Straight Talk - Hi-Tech Special Issue - 21
CIO Straight Talk - Hi-Tech Special Issue - 22
CIO Straight Talk - Hi-Tech Special Issue - 23
CIO Straight Talk - Hi-Tech Special Issue - 24
CIO Straight Talk - Hi-Tech Special Issue - 25
CIO Straight Talk - Hi-Tech Special Issue - 26
CIO Straight Talk - Hi-Tech Special Issue - 27
CIO Straight Talk - Hi-Tech Special Issue - 28
CIO Straight Talk - Hi-Tech Special Issue - 29
CIO Straight Talk - Hi-Tech Special Issue - 30
CIO Straight Talk - Hi-Tech Special Issue - 31
CIO Straight Talk - Hi-Tech Special Issue - 32
CIO Straight Talk - Hi-Tech Special Issue - 33
CIO Straight Talk - Hi-Tech Special Issue - 34
CIO Straight Talk - Hi-Tech Special Issue - 35
CIO Straight Talk - Hi-Tech Special Issue - 36
CIO Straight Talk - Hi-Tech Special Issue - 37
CIO Straight Talk - Hi-Tech Special Issue - 38
CIO Straight Talk - Hi-Tech Special Issue - 39
CIO Straight Talk - Hi-Tech Special Issue - 40
CIO Straight Talk - Hi-Tech Special Issue - 41
CIO Straight Talk - Hi-Tech Special Issue - 42
CIO Straight Talk - Hi-Tech Special Issue - 43
CIO Straight Talk - Hi-Tech Special Issue - 44
CIO Straight Talk - Hi-Tech Special Issue - 45
CIO Straight Talk - Hi-Tech Special Issue - 46
CIO Straight Talk - Hi-Tech Special Issue - 47
CIO Straight Talk - Hi-Tech Special Issue - 48
CIO Straight Talk - Hi-Tech Special Issue - 49
CIO Straight Talk - Hi-Tech Special Issue - 50
CIO Straight Talk - Hi-Tech Special Issue - 51
CIO Straight Talk - Hi-Tech Special Issue - 52
CIO Straight Talk - Hi-Tech Special Issue - 53
CIO Straight Talk - Hi-Tech Special Issue - 54
CIO Straight Talk - Hi-Tech Special Issue - 55
CIO Straight Talk - Hi-Tech Special Issue - 56
CIO Straight Talk - Hi-Tech Special Issue - 57
CIO Straight Talk - Hi-Tech Special Issue - 58
CIO Straight Talk - Hi-Tech Special Issue - 59
CIO Straight Talk - Hi-Tech Special Issue - 60
CIO Straight Talk - Hi-Tech Special Issue - 61
CIO Straight Talk - Hi-Tech Special Issue - 62
CIO Straight Talk - Hi-Tech Special Issue - 63
CIO Straight Talk - Hi-Tech Special Issue - 64
CIO Straight Talk - Hi-Tech Special Issue - 65
CIO Straight Talk - Hi-Tech Special Issue - 66
CIO Straight Talk - Hi-Tech Special Issue - 67
CIO Straight Talk - Hi-Tech Special Issue - 68
CIO Straight Talk - Hi-Tech Special Issue - 69
CIO Straight Talk - Hi-Tech Special Issue - 70
CIO Straight Talk - Hi-Tech Special Issue - Cover3
CIO Straight Talk - Hi-Tech Special Issue - Cover4
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