Productivity & Collaboration

Companies achieve stronger results with Customer Engagement Suite, plus new AI-enabled capabilities

Wed, 12 Mar 2025 10:00:00 +0000

The demands for top-notch customer service have never been greater — but so are the rewards for those companies that can deliver on the promise. Indeed, organizations with higher customer loyalty scores have delivered 3.5 times more cumulative shareholder return over 10 years, according to Bain & Company.

While technology has largely fueled these rising customer expectations, it’s also delivering the tools to meet the moment. Notably, generative AI provides unprecedented capabilities that have enabled organizations of all sizes and across all industries to transform their contact center operations.

Whether it’s how customers interact with brands or supporting team functions behind the scenes, AI is significantly enhancing customer experiences and resulting in higher customer loyalty scores. Many leading organizations are realizing these gains through the implementation of Google Cloud’s Customer Engagement Suite with Google AI.

Since its introduction last September, Customer Engagement Suite has helped companies deliver greatly improved customer service and business impact. They have boosted self-service with Conversational Agents, empowered customer service representatives with Agent Assist, and modernized contact center operations with Conversational Insights, Quality AI, and Google Cloud Contact Center-as-a-Service (CCaaS).

To help existing users and new ones achieve even more, we’re excited to announce the latest advancements and features coming to the Customer Engagement Suite.

These new capabilities make building AI agents easier, help customer service representatives be more productive, and streamline contact center operations. Read on to discover how leading businesses worldwide are already transforming the way they connect with their customers using Customer Engagement Suite — as well as what the platform can do for you.

Companies are seeing strong business results

From boosting customer satisfaction to streamlining operations and reducing costs, Google’s Customer Engagement Suite is helping companies deliver significant business impact.

TTEC is a leading provider of business-process outsourcing (BPO) for customer experience (CX) operations. They support 15 BPO clients, as well as TTEC’s own internal contact center operations. More than 1,400 of their customer care representatives use the Customer Engagement Suite to support use cases such as HR and IT help desks, customer care, and sales.

With Conversational Agents, TTEC has been able to automate up to 40% of customer interactions across payroll, a benefits help desk, HR, new hire onboarding, equipment returns, emergency hotlines, and employee call out use cases.
Agent Assist has led to a 40% reduction in escalations and Knowledge Assist capabilities have led to a 11% reduction in the average handle time, with new hires seeing 18% improvement.
Call Summarization has led to a 30 second reduction in average handle time and after-call work time (the latter is the time agents spend completing tasks after an interaction). One client reported seeing a 4 minute reduction in after-call work time.
Data analytics from Conversational Insights helped reduce manual quality assurance processes, and a further 10% to 20% reduction in average handle times from analytics-led process improvements.
You can learn more about TTEC’s AI-driven transformation in the Smarter CX, Bigger Impact: Transforming Customer Experience with Google AI webinar.

loveholidays is one of the fastest growing online travel agencies in the UK. They were looking to cost-effectively scale their contact center without impacting the support experiences of their rapidly expanding customer base.

55% of their customers get an answer to their question in less than a minute by engaging with Sandy, their self-service AI agent built using Conversational Agents.
The multi-language capabilities of Google’s Customer Engagement Suite enabled them to scale operations to new markets in Europe using their existing workforce, resulting in operational savings of £3 million ($3.8 million) per year.
You can learn more about their AI-enabled transformation at New Way Now: loveholidays powers smoother travel experiences with Google Cloud AI.

Google’s YouTube business utilizes Customer Engagement Suite to improve user satisfaction, provide greater consistency in metrics, and gain data-driven insights.

With Conversational Agents, YouTube was able to improve information gathering experiences over voice and SMS channels. Combining this with Agent Assist, they achieved a 23% reduction in average handle time.
Through scaling their people, processes, and leveraging Google’s Customer Engagement Suite, YouTube dramatically improved the customer experience, reducing abandons in queue by 75%.

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Announcing new AI-enabled capabilities

Today, we are happy to introduce our latest Customer Engagement Suite innovations that will enable users to build hybrid conversational agents at scale, enhance employee coaching and training, and improve contact center operations.

New Conversational Agents capabilities
- Natural sounding HD voices: Our latest voice models provide human-sounding emotions and intonations, with steerable voice instructions and configurable pauses, pronunciation, and emotion to provide life-like conversational experiences. There are now 30 new voices with various tones to choose from. We can’t wait for you to hear them.
- Unified console to build hybrid agents is now generally available: By combining generative AI and rules-based controls, the new Conversational Agents console enables users to rapidly build AI agents for self-service experiences, with realistic, natural-sounding inflection and expressive conversations that are grounded in both business and customer logic. The console provides users with new evaluation capabilities to benchmark agent performance, understand single turn and multi-turn conversational metrics, and build feedback loops to help create and manage their AI agents.
  
  To improve reliability and quality at the scale large enterprises need, we also introduced observability, evaluation, and test-case instrumentation into the Conversational Agents console. This enables customers and partners to validate agent quality at scale, with tools to consistently monitor and improve their self-service experiences.
- Prebuilt agents: These quick start reference agents allow users to get started easily with consumer commerce. We are initially launching four prebuilt agents: flight booking, movie ticketing, shopping assistance, and appointment booking. They demonstrate various capabilities including: geolocation API use; connecting to Google products like BigQuery for data retrieval; Google Calendar for appointment booking; and rich text formatting to build beautiful interfaces for end users.
- Out-of-the-box connectors: We are making it easy to expand AI agent capabilities by introducing more than 30 data retrieval connectors to augment the knowledge of your agent, and 70-plus action connectors to allow your agent to take actions with or without human-in-the-loop for approvals. Connectors include common data sources like BigQuery, Salesforce, SharePoint, Jira, ServiceNow and more. With the new Conversational Agents connectors, customers get out-of-the-box, click-to-deploy tools that speed up time to production, provide seamless customer personalization, and quickly help realize the business impact of Conversational AI.
New Agent Assist and Conversational Insights capabilities
- AI Coach: This Gemini-powered feature is designed to improve employee productivity with real-time and contextual coaching and guidance to speed up time to resolution and improve customer satisfaction. It provides contextual step-by-step agent coaching to guide customer service representatives through complex interactions, upsell opportunities, compliance steps, automated information retrieval, and follow up steps. Customer service representatives always have a partner at the ready! This feature is available in public preview.
- AI Trainer: This feature provides AI-powered simulation, personalized training, and real-time coaching to address service challenges, information overload, and difficulty handling feedback. This allows new hires and less experienced support staff to learn in a safe, controlled environment to avoid inadvertently delivering lower quality responses and risking negative impact on an organization’s brand, while providing self-service tools for them to continually improve on quality. Agent Trainer boosts business performance and customer satisfaction, delivering ROI through lower training costs, tailored training recommendations, faster agent proficiency, and better customer satisfaction and average handle time scores, ultimately reducing turnover. This feature is available in public preview.
New Contact Center-as-a-Service (CCaaS) capabilities
- New web and voice co-browse: This feature helps customer service representatives see what customers see, so they can provide more effective service, lower abandonment rates, and help improve both customer satisfaction and loyalty. Co-browse delivers an improved digital experience with real-time, collaborative browsing that allows support representatives to deliver seamless digital customer experiences, and improve first contact resolution and customer satisfaction.
- Customizable dashboarding and reporting: Enhance access to information and help supervisors and managers better measure and manage their operations. Enhanced reporting, powered by Looker that’s embedded in the product, provides new customizable dashboarding and reporting tools to improve access to information and help supervisors and managers better measure and manage their operations.
- Standalone agent desktop application: The new standalone agent desktop client provides an out-of-the-box, omnichannel, and multimodal interface. By seamlessly integrating with Agent Assist capabilities, like generative knowledge assist and post-interaction summarization, it helps improve agent efficiency and productivity. It provides a flexible, customizable layout, new UI modules that integrate with third-party data sources, and easily integrate with a system of record like a customer relationship management (CRM) system.

The Future is Now

Generative AI's latest developments are clearly accelerating customer experience and contact center transformation throughout the customer journey. Great customer experience improves customer engagement, retention, and brand loyalty, and it can boost sales by lowering drop-offs and cart abandonment in online commerce.

Conversational AI and automation are crucial for improving customer experience and operational efficiency because the solution involves many touchpoints, systems, and channels. Google Cloud is helping lead this transformation by providing AI-powered use cases and applications at scale.

Take the next step

Schedule a free consultation with Google’s AI specialists to identify specific use cases and applications that will help your organization deliver similar business impact results.
Come meet with us at Enterprise Connect (March 17-20) in Orlando. See these products in action in our booth and speak with our AI and customer experience experts and partners. Be sure to check out the Google keynote, “5 Ways AI Will Transform Customer Experience and Collaboration”, along with six panel sessions Google is speaking on at the event.

Empower data-driven insights with new Google Workspace Analytics Block for Looker

Wed, 25 Sep 2024 20:00:00 +0000

In today’s data-driven environments, Google Workspace can act as the foundation of your business, serving as the communication and collaboration hub that powers your employees’ productivity. Further, Google Workspace customers can benefit from having a comprehensive and in-depth understanding of their digital workplace usage, collaboration patterns, and security posture. To help, we are bringing the Google Workspace Analytics Block to Looker Marketplace. This new Block offers pre-built metrics with which Workspace administrators can create dashboards that capture metrics that are valuable to their business and user productivity.

The Looker Marketplace Directory

Key metrics for a thriving digital workplace

The Google Workspace Analytics Block measures how your team uses the products and provides insights you need to to understand product usage and impact across your organization.Specifically, the new Block includes channels for you to measure in three key areas:

Adoption: Gain insights into how your employees use Google Workspace products, and identify activity and engagement trends. This information helps you optimize license utilization and tailor training programs.
Collaboration: Understand how teams work with each other across Google Workspace. Analyze document sharing patterns, meeting frequency, and communication channels to identify opportunities for improving teamwork and productivity.
Security: Monitor the security of your Google Workspace environment. You can track access attempts, identify suspicious activity, and help ensure compliance with security policies. Proactively protect your organization's data and mitigate potential risks.

Example of Active User and File Sharing Charts

Data-driven decisions at your fingertips

Data that isn’t relevant is just noise. The magic comes when you convert a stream of numbers and charts into insights that you can use to make decisions. Connecting the Google Workspace Analytics Block to your team’s data enables you to customize reports and integrates directly with your existing workflows and ecosystems, giving you that jumpstart you need to get answers and make informed decisions.Specifically, by leveraging the Google Workspace Analytics Block, you can:

Visualize key metrics: Easily access pre-built dashboards and reports that highlight essential trends and patterns in your Google Workspace usage.
Customize analysis: Leverage Looker's powerful analytics capabilities to create custom reports and explore data in depth.
Automate reporting: Set up automated reporting to receive regular updates on key metrics and stay ahead of potential issues.
Integrate with existing workflows: Connect Google Workspace data with other Looker Blocks and your existing data ecosystem.

Empowering IT admins and business leaders

The Google Workspace Analytics Block is a valuable resource for both IT administrators and business leaders. IT admins can gain a deeper understanding of user behavior and system performance, while business leaders can leverage data-driven insights to make informed decisions about resource allocation, productivity improvement, and security enhancement.

Going deeper with Looker for Workspace

The new Google Workspace Analytics Block isn’t the first example of integration between Looker and Google Workspace. In the past few years, we’ve added several deep integrations between Looker and Workspace.Specifically, Google Workspace customers can turn to these Looker capabilities:

Connected Sheets for Looker. You can explore modeled data from Looker by bringing the power of LookML in the spreadsheet. Learn how customers like Carbon Health are democratizing data with Connected Sheets for Looker.
One Click Sheets-to-Studio integration. This one-click integration of Sheets and Looker Studio helps Sheets users transform their Sheets data into interactive business intelligence reports in Looker Studio.

Connecting Looker Studio to Sheets

Scheduled studio reports to Chat & Gmail. Set up automatic delivery of personalized reports with row-level security about your users in Chat and Gmail, and receive alerts in Gmail to learn when thresholds change in Looker Studio.
Automatic slide generation with Gemini for Looker. Use Gemini in Looker to export your Looker Studio report into a Google Slides presentation with auto generated narrative summaries to explain the insights in your data.

Get started with the Google Workspace Analytics Block for Looker

The Google Workspace Analytics Block is now available in the Looker Marketplace. Visit the marketplace to learn more and start gaining full insights into your team’s Google Workspace instance, to drive more informed and more collaborative business opportunities.

Expanding our data processing commitments for Google Cloud and Google Workspace

Tue, 15 Aug 2023 16:00:00 +0000

At Google Cloud, we are committed to meeting our customers’ evolving data processing and security requirements. To this end, we are pleased to announce the next version of the Cloud Data Processing Addendum (CDPA), which updates our data processing and security terms for Google Cloud, Google Workspace (including Workspace for Education), Cloud Identity (when purchased separately), and Looker (original) customers worldwide. The CDPA (Partners) includes equivalent updates for Google Cloud and Looker (original) partners.

These versions of the CDPA are designed to strengthen and consolidate our global privacy and security commitments for all of the products listed above in one convenient location. Key updates include:

certain commitments previously only offered to customers or partners subject to European data protection laws have been extended to apply to a wider customer/ partner base;
specific commitments have been added to support new privacy regulations; and
product-specific privacy and security terms unique for certain services have been consolidated.

Notably, as data privacy legislation continues to evolve, we’ve expanded the application of existing privacy commitments within the CDPA to benefit customers and partners who may be subject to privacy legislation anywhere in the world. For example, we now offer commitments to support compliance with the California Consumer Privacy Act (CCPA), without reducing any of the strong commitments we have historically offered (and will continue to offer) to support compliance with European data protection laws such as the GDPR.

We’ve also moved certain privacy and security terms from other sections of our contracts into the CDPA and simplified those terms to increase the transparency and clarity of our privacy and security commitments. Customers and partners can now easily find specific privacy and security terms, all in one place.

What remains unchanged is our continued focus on enabling customers and partners to use our products securely and on supporting them with compliance with respect to applicable regulatory requirements.

For more information about our privacy commitments, please see our Privacy Resource Center.

Google Workspace earns Dutch government's stamp of approval

Thu, 06 Jul 2023 21:00:00 +0000

Editor's note: This post was originally published on the Google Workspace blog.

At Google, we are committed to the privacy and security of our customers and to fostering trust in our cloud technologies. We regularly engage with customers, privacy regulators, and policymakers around the globe to understand evolving expectations and to adapt our products accordingly.

On July 5, 2023, the Dutch Ministry of Education affirmed to the Dutch Parliament that Google has delivered on the commitments it made as part of the data protection impact assessment (DPIA), conducted by the Dutch government and education sector representatives. This means that public sector entities and educational institutions in the Netherlands can continue to use Google Workspace and Google Workspace for Education with renewed confidence.

For the past three years, Google has worked closely with the Dutch government and education sector representatives to support their DPIA of Google Workspace, Google Workspace for Education, and ChromeOS under the General Data Protection Regulation (GDPR). In line with their cloud strategy, the Dutch government conducted this DPIA to diversify their choice of cloud providers.

While our services have always upheld high standards for privacy and supported GDPR compliance, we invested significant time and resources throughout the DPIA to address the outlined recommendations, demonstrating our commitment to the process and our customers. As part of the DPIA, we implemented enhancements that can provide Dutch public sector and education customers with further clarity regarding the data processing roles of the parties, and greater transparency and assurance regarding Google’s processing of service data.¹

These improvements will benefit our broader global customer base. As a result of the DPIA engagement, we announced our intention to offer new contractual commitments for service data, and will begin to make those commitments available later this year. Additionally, we have expanded our ISO 27001, 27017, 27018 and 27701 certifications for Google Workspace to address service data, so that our customers can have peace of mind knowing that our privacy controls for this data have been verified by independent auditors.

In parallel, following a DPIA on Chrome services, a data processor mode for managed ChromeOS devices will become available in the Netherlands this August, before expanding to other markets. A managed ChromeOS device is typically a Chromebook used in a school or enterprise setting, that is managed by an IT admin. The new ChromeOS data processor mode will give customers greater insight into, and control over, data processed by Google.

More broadly, we remain committed to helping customers navigate their DPIA processes, and have developed comprehensive resources to help them conduct their DPIAs.

We appreciate the partnership with the Dutch government and education sector, and we will continue to partner closely on privacy matters. We believe in choice for public institutions when choosing their productivity tools and are proud to serve them as customers. We remain committed to supporting organizations across the Netherlands and globally in their compliance journeys.

^{Service Data is defined in the Google Cloud Privacy Notice}^{as the personal information Google collects or generates during the provision and administration of the Cloud Services, excluding any Customer Data and Partner Data}.

Google Workspace Training Now Available on LinkedIn Learning

Tue, 27 Jun 2023 18:00:00 +0000

Editor's note: This post was originally published on the Google Workspace blog.

Starting today, LinkedIn learners from around the world can learn digital skills to work collaboratively and boost productivity with Google Workspace, through a curated collection of nine on-demand courses on LinkedIn. This is made possible through Google Cloud’s new partnership with LinkedIn Learning, an engaging skill-building solution that draws on real-time data and insights from the world’s largest professional network.

Millions of people turn to LinkedIn every day to get the skills they need to transform their careers, with LinkedIn members adding 446 million skills to their profiles over the last year alone. We aim to help even more people develop the digital skills they need to succeed in a modern workplace.

“We are excited to launch our Google Workspace training content on LinkedIn Learning,” said Jaime Farinos, Interim Head of Curriculum and Content for Cloud Learning Services. “This partnership presents a fantastic opportunity for learners around the world to build high-demand productivity and collaboration skills on a high-quality learning platform."

These courses are designed for anyone looking to get more done and boost their effectiveness at work, using the apps in Google Workspace that support more than 3 billion users. The program includes introductions to Google Docs, Gmail, Drive, Calendar, Meet, Chat, Slides, Sheets and Google Sheets - Advanced topics. This online training is taught through hands-on activities, videos, and quizzes. After completing these courses, learners will know how to securely connect, collaborate, and create, and to customize their workflows to meet their unique work style. After finishing these courses, participants can earn a LinkedIn Learning Certificate of Completion.

To enroll in the Google Workspace End User training courses on LinkedIn Learning, visit https://www.linkedin.com/learning/instructors/google-cloud.

Google is named a Leader in Forrester Data Security Platforms Wave

Thu, 23 Mar 2023 19:00:00 +0000

To help organizations confidently move their sensitive data to the cloud, Google Cloud works diligently to earn and maintain customer trust. Our Trusted Cloud is committed to giving you a secure foundation that you can verify and independently control. Discovery and protection of sensitive data are integral parts of Google Cloud’s strategy to safeguard customer data. With this as our longstanding approach to protecting customers, we are happy to share that Forrester Research has ranked Google Cloud a Leader in The Forrester Wave™ Data Security Platforms Q1 2023.

Relentless security innovation leveraging Google’s core strengths

Google keeps more people safe online than anyone else. The scale at which we operate allows us to pioneer approaches to cloud-native security and then bring them to commercial and public sector organizations everywhere they operate. Leveraging our data processing and novel analytics capabilities with artificial intelligence and machine learning (AI/ML) allows our technology to help protect enterprises and their end users. At the core of our data security capabilities is our data loss prevention (DLP) technology, which enables customers to discover, classify, and de-identify data in real-time, on-demand, continuously, and in event-driven workloads.

In their explanation for the ranking, Forrester noted in its report “Cloud-first, Google has notable areas of innovation focus, such as harnessing machine learning (ML) and artificial intelligence (AI), productizing internal innovations, and co-innovation with partners in areas like confidential computing, data sovereignty controls, and external cloud key management services.”

Embedded across multiple Google products

Our platform supports the discovery of corporate assets in Chrome Enterprise and Google Workspace applications including Gmail and Google Drive. We also provide support for discovering production and analytical assets such as object storage, relational databases, data warehouses, data lakes, production apps, and workloads such as migration/ETL. This technology identifies and detects various types of sensitive data using a comprehensive set of built-in infoType detectors that are ready to use out-of-the-box along with flexible custom detection options and rules. Types of sensitive data include personal identifiable information and personal health information (PII/PHI), financial identifiers, health context, multi-cloud credentials/secrets, and ML-based full document classification (including source code, SEC filings, and legal briefings).

Driven by Zero Trust principles

The Forrester Wave identified the 14 top significant data security platform providers. Forrester notes in the report that “[Google] also stands out for manageability and integrations for Zero Trust.” and “Google is a strong choice for organizations considering or currently using GCP as well as those using Google Workspace who are taking a Zero Trust approach to enabling bring your own device (BYOD) and remote work.”

Delivering value for our customers

We are honored to be a Leader in The Forrester Wave™: Data Security Platforms, Q1 2023 report. We look forward to continuing to innovate with you and make your digital transformation journey safer with our Trusted Cloud.

A copy of the full report can be viewed here.

Google Workspace expands data privacy controls to Gmail and Calendar with client-side encryption

Tue, 28 Feb 2023 17:00:00 +0000

Editor's note: This post originally appeared on the Google Workspace blog.

We consistently hear from our customers that the privacy of their data is top of mind, which is why we’ve built state-of-the-art security and privacy-preserving technologies into our products — to keep customer data private and secure. We’ve put Google AI to work on behalf of our customers to automatically stop the majority of online threats before they emerge. Gmail, for example, automatically blocks more than 99.9% of spam, phishing, and malware. These defenses, together with our unique encryption capabilities like client-side encryption (CSE), help our customers such as Groupe Le Monde, PwC, and Verizon, meet their security, privacy, compliance, and digital sovereignty requirements.

Last year, we enabled CSE for Drive, Docs, Slides, Sheets, and Meet, and today we’re excited to share that CSE is generally available for Gmail and Calendar, enabling even more organizations to become arbiters of their own data and the sole party deciding who has access to it. We recognize sovereign controls are important to customers and have accelerated delivery of these encryption capabilities to support our customers in maintaining control over their data and meeting their regulatory compliance needs.

Guarantee complete control of your data for the most challenging regulations

The expansion of CSE capabilities across Google Workspace helps to significantly reduce the burden of compliance for enterprises and public sector organizations. It gives organizations higher confidence that any third party, including Google and foreign governments, cannot access their confidential data. Workspace already encrypts data at rest and in transit by using secure-by-design cryptographic libraries. Client-side encryption takes this encryption capability to the next level by ensuring that customers have sole control over their encryption keys — and thus complete control over all access to their data. Starting today, users can send and receive emails or create meeting events with internal colleagues and external parties, knowing that their sensitive data (including inline images and attachments) has been encrypted before it reaches Google servers.

Users can continue to collaborate across other essential apps in Google Workspace while IT and security teams can ensure that sensitive data stays compliant with regulations. As customers retain control over the encryption keys and the identity management service to access those keys, sensitive data is indecipherable to Google and other external entities.

One key use case for CSE in this context centers on helping organizations subject to regulatory requirements, such as PwC, remain compliant, by meeting the need for the highest levels of encryption for certain types of communication.

“We have been searching for the capability to guarantee that our encrypted communications remain inaccessible to third-parties, including our technology providers, for some time. Google appears to be uniquely positioned with client-side encryption in providing us with complete control over our sensitive data, ensuring that we remain compliant as an organization in the ever changing world of data regulation. These features now being available across Google Workspace represent a pivotal moment for us. We're enthusiastic about the ability to continue to benefit from the efficiency in working that Workspace provides us with, whilst at the same time maintaining trust with our customers that their confidential data will stay private and compliant," said Shaun Bookham, UK Operations & Technology Director at PwC.

One of our global telecommunications customers, Verizon, is leveraging CSE to gain complete control over their sensitive data, ensuring that they remain compliant as an organization while supporting customers in highly regulated industries. This opens doors for the company to deliver an exceptional experience for its customers, by extending the level of data protection and privacy to their clients.

“At Verizon, we adhere to governance requirements related to access of our sensitive data while also providing the best experience coupled with deep trust. We have worked alongside Google to develop new encryption solutions and are excited to explore their utilization,” said Russell Leader, Director Collaboration and Mobility at Verizon.

Client-side encryption in action in Gmail

Protecting an organization’s most important assets

The regulatory requirements for separation between an organization’s data and their cloud provider’s environment has resulted in important use cases for client-side encryption — from keeping sensitive R&D data extremely private, even from an organization’s SaaS provider, to scenarios where confidentiality is paramount to the success or failure of a mission-critical operation.

Customers, such as media giant Groupe Le Monde, rely on client-side encryption to protect their most crucial assets. By leveraging client-side encryption across Workspace, Groupe Le Monde can be assured that their communications, appointments, and files will not be subject to leaks, thus helping to keep their journalists safe.

"Client-side encryption gives us the next level of privacy, to ensure integrity within the journalistic process. This allows us to guarantee a higher level of security for our journalists, and to protect our sensitive content," said Sacha Morard, Chief Technology Officer at Groupe Le Monde.

Another industry-leading Google Workspace enterprise customer uses client-side encryption to protect their most sensitive projects. For these projects, the customer is the sole owner of their encryption keys, thereby protecting their critical intellectual property and maintaining their data sovereignty requirements.

Client-side encryption in action in Calendar.

While each customer’s digital transformation journey is different, with all essential Google Workspace apps now being covered by CSE, companies of all sizes in all industries can benefit from these protections.

Starting today, client-side encryption is available globally to customers with Workspace Enterprise Plus, Education Standard, and Education Plus. To learn more about client-side encryption and how to get started today, watch our presentation from Google Cloud Next ’22 and check out the documentation.

Getting started with Terraform and Datastream: Replicating Postgres data to BigQuery

Thu, 23 Feb 2023 17:00:00 +0000

Consider the case of an organization that has accumulated a lot of data, stored in various databases and applications. Producing analytics reports takes a long time because of the complexity of the data storage. The team decides to replicate all the data to BigQuery in order to increase reporting efficiency. Traditionally this would be a large, complex and costly project that can take a long time to complete.

Instead of painstakingly setting up replication for each data source, the team can now use Datastream and Terraform. They compile a list of data sources, create a few configuration files according to the organization’s setup, and voila! Replication begins and data starts to appear in BigQuery within minutes.

Datastream is Google Cloud’s serverless and easy-to-use change data capture and replication service. If you are unfamiliar with Datastream, we recommend this post for a high-level overview, or read our latest Datastream for BigQuery launch announcement.

Terraform is a popular Infrastructure as code (IaC) tool. Terraform enables infrastructure management through configuration files, which makes management safer, more consistent and easily automatable.

Launched in mid February 23’, the Terraform support in Datastream unblocks and simplifies some exciting use cases, such as:

Policy compliance management - Terraform can be used to enforce compliance and governance policies on the resources that teams provision.

Automated replication process - Terraform can be used to automate Datastream operations. This can be useful when you need automated replication, replication from many data sources, or replication of a single data source to multiple destinations.

Using Terraform to set up Datastream replication from PostgreSQL to BigQuery

Let’s look at an example where the data source is a PostgreSQL database, and review the process step by step.

Limitations

Datastream will only replicate data to the BigQuery data warehouse configured in the same Google Cloud project as Datastream, so make sure that you create Datastream resources in the same project you want your data in.

Requirements

Datastream API needs to be enabled on the project before we continue. Go to the API & Services page in the Google Cloud console, and make sure that the Datastream API is enabled.
Make sure you have the Terraform CLI installed - Terraform CLI installation guide
It’s possible to follow the steps in this blog with either a MySQL or Oracle database with a few slight modifications. Just skip the Postgres configuration section, and use our MySQL or Oracle configuration guides instead.
You will naturally need a Postgres database instance with some initial data. If you want to set up a new Postgres instance, you can follow the steps in the Cloud SQL for Postgres quickstart guide.
We will need to make sure that PostgreSQL is configured for replication with Datastream. This includes enabling logical replication and optionally creating a dedicated user for Datastream. See our PostgreSQL configuration guide. Make sure to note the replication slot and publication names from this step, as we will need them to configure the replication later on.
You will also need to set up connectivity between your database and Datastream. Check the Network connectivity options guide, and find the connectivity type that fits your setup.

Configuring the replication with Terraform

We will start by creating Datastream Connection Profiles, which store the information needed to connect to the source and destination (e.g. hostname, port, user, etc.).

To do this, we will start by creating a new .tf file in an empty directory, and adding the following configurations to it:

code_block: <ListValue: [StructValue([('code', 'resource "google_datastream_connection_profile" "source" {\r\n display_name = "Postgresql Source"\r\n location = "us-central1"\r\n connection_profile_id = "source"\r\n\r\n postgresql_profile {\r\n hostname = "HOSTNAME"\r\n port = 5432\r\n username = "USERNAME"\r\n password = "PASSWORD"\r\n database = "postgres"\r\n }\r\n}'), ('language', ''), ('caption', <wagtail.rich_text.RichText object at 0x7f9ac2d03c40>)])]>

In this example, we create a new Connection Profile that points to a Postgres instance. Edit the configuration with your source information and save it. For other sources and configurations see the Terraform Datastream Connection Profile documentation.

Next, let's define the Connection Profile for the BigQuery destination:

code_block: <ListValue: [StructValue([('code', 'resource "google_datastream_connection_profile" "destination" {\r\n display_name = "BigQuery Destination"\r\n location = "us-central1"\r\n connection_profile_id = "destination"\r\n\r\n bigquery_profile {}\r\n}'), ('language', ''), ('caption', <wagtail.rich_text.RichText object at 0x7f9ac2d03100>)])]>

We now have the source and destination configured, and are ready to configure the replication process between them. We will do that by defining a Stream, which is a Datastream resource representing the source and destination replication.

code_block: <ListValue: [StructValue([('code', 'resource "google_datastream_stream" "stream" {\r\n display_name = "Postgres to BigQuery Stream"\r\n location = "us-central1"\r\n stream_id = "stream"\r\n desired_state = "RUNNING"\r\n\r\n source_config {\r\n source_connection_profile = google_datastream_connection_profile.source.id\r\n postgresql_source_config {\r\n\t publication = "PUBLICATION_NAME"\r\n\t replication_slot = "REPLICATION_SLOT"\r\n\t}\r\n }\r\n\r\n destination_config {\r\n destination_connection_profile = google_datastream_connection_profile.destination.id\r\n bigquery_destination_config {\r\n data_freshness = "900s"\r\n source_hierarchy_datasets {\r\n dataset_template {\r\n location = "us-central1"\r\n }\r\n }\r\n }\r\n }\r\n\r\n backfill_all {}\r\n}'), ('language', ''), ('caption', <wagtail.rich_text.RichText object at 0x7f9ac2d03e80>)])]>

In this configuration, we are creating a new Stream and configuring the source and destination Connection Profiles and properties. Some features to note here:

Backfill ( backfill_all ) - means that Datastream will replicate an initial snapshot of historical data. This can be configured to exclude specific tables.
Replicating a subset of the source - you can specify which data should be included or excluded from the Stream using the include / exclude lists - see more in the API docs

Edit the configuration with the source Postgres publication and replication slot that you created in the initial setup. For other sources and configurations see the Terraform Stream documentation.

Running the Terraform configuration

Now that we have our configuration ready, it’s time to run it with the Terraform CLI. For that, we can use Cloud Shell which has terraform CLI installed and configured with the permissions needed for your project.

You can also prepare a local environment, by adding this to your .tf file.

code_block: <ListValue: [StructValue([('code', 'terraform {\r\n required_providers {\r\n google = {\r\n source = "hashicorp/google"\r\n version = "4.53.0"\r\n }\r\n }\r\n}\r\n\r\nprovider "google" {\r\n credentials = file("PATH/TO/KEY.json")\r\n project = "PRROJECT_ID"\r\n region = "us-central1"\r\n}'), ('language', ''), ('caption', <wagtail.rich_text.RichText object at 0x7f9ac2d03610>)])]>

Start by running the terraform init command to initialize terraform in your configuration directory. Then run the terraform plan command to check and validate the configuration.

Now lets run terraform apply to apply the new configuration

If all went well, you should now have a running Datastream Stream! Go to the Datastream console to manage your Streams, and to the BigQuery console and check that the appropriate data sets were created.

When you’re done, you can use terraform destroy to remove the created Datastream resources.

Something went wrong?

You can set: export TF_LOG=DEBUG flag to see debug logs for the Terraform CLI. See Debugging Terraform for more.

Automating multiple replications

To automate terraform configurations, we can make use of input variables, the count argument and the element function. A simple variable that holds a sources list can look like this:

code_block: <ListValue: [StructValue([('code', 'variable "sources" {\r\n type = list(object({\r\n name = string\r\n hostname = string\r\n ...\r\n publication = string\r\n replication_slot = string\r\n }))\r\n}'), ('language', ''), ('caption', <wagtail.rich_text.RichText object at 0x7f9ac2d03910>)])]>

Add a count field to the resources you want to automate (source, stream and maybe destination). Replace values from the variable to:

code_block: <ListValue: [StructValue([('code', 'count = length(var.sources)\r\n...\r\nconnection_profile_id = "source_${element(var.sources, count.index).name}"'), ('language', ''), ('caption', <wagtail.rich_text.RichText object at 0x7f9ac2d03640>)])]>

Additional Resources

Connected Sheets for Looker is now generally available

Tue, 14 Feb 2023 17:00:00 +0000

Modern organizations make decisions and act based on trusted data. But to fully empower their users, it isn’t enough to simply make trusted data available. Organizations need to enable users to access that data through tools they use every day, like the ubiquitous spreadsheet. Today, we are announcing general availability of Connected Sheets for Looker, allowing you to access centrally defined metrics and data relationships from Looker’s semantic layer through the familiar Google Sheets interface.

Looker + Google Sheets: Better together

With Looker’s unified semantic layer, data professionals can simplify complex data for end users by codifying business logic and metrics within centralized data models. To truly build a data-driven organization, the capacity to make data-driven decisions must both be accessible to the full range of employees and simple enough to apply to day-to-day decisions. Connected Sheets for Looker provides that simplified data access experience.

Carbon Health, an early user of this integration, is working to improve healthcare access by combining the best of virtual care, in-person visits, and technology to support patients. Connected Sheets for Looker is helping them do it by providing easy-to-access reporting that has already driven greater transparency and accountability around key metrics, resulting in improved operating results. Says Product Manager, Chris Prompovitch, “Between Looker and its integration with Google Sheets, we can meet the data needs of all our stakeholders at Carbon Health.”

Looker and Sheets: Row by row

Through Connected Sheets for Looker, Google Sheets users are able to access and explore trusted, modeled data from 50+ different databases supported by Looker. Looker views, dimensions, and measures are presented through a pivot table, enabling users to flexibly explore the data set by creating pivots, building charts, and adding new formulas. The live connection between Looker and Google Sheets means data is always up to date, and user access is secured based on Looker permissions.

Pivoting to get started

To take advantage of Connected Sheets for Looker, the only thing admins need to do is enable the Looker BI Connectors or the Connected Sheets toggle within the BI Connectors panel in the Platform section of Looker's Admin menu. The Looker instance must be on version 22.20 or later for Google Cloud-hosted instances or 23.4 or later for those hosted on AWS and Azure.

Once Connected Sheets for Looker has been enabled, users can begin exploring Looker data in Google Sheets by following these steps:

Open a Google Sheets and navigate to the Data menu
Within the Data menu, hover over Data connectors and then click on Connect to Looker
Enter the URL of a Looker instance (for example: https://example.looker.com)
Authorize Google Sheets to access your Looker data
Select the Looker model and Explore that you want to connect to
Create a pivot table and begin to explore your data

To learn more about Looker and this new offering, contact our team.

Building bridges (and ships!): Google Public Sector helps the U.S. Navy better collaborate

Wed, 14 Dec 2022 22:13:00 +0000

With a global, always-on workforce, the U.S. Navy requires secure collaboration between teams across countries and time zones. This is especially relevant for the 50,000 U.S. Navy sailors deployed aboard approximately 100 ships at any given time, who need to connect with personnel at regional shipyards for everything from routine maintenance, to more serious ship repairs.

Google Public Sector directly assists Naval Sea Systems Command (NAVSEA), the largest of the U.S. Navy’s five "systems commands," by providing support to the U.S. Naval Ship Repair Facility and Japan Regional Maintenance Center (SRF-JRMC) in Yokosuka and Sasebo, Japan. NAVSEA is using Google Workspace, which harnesses Google’s threat protection and zero trust capabilities, to enable effective, secure, and compliant collaboration between the SRF-JRMC and Navy stakeholders around the world.

The workforce in the SRF-JRMC facility had two unique challenges. The first was around ineffective collaboration and communication channels. Before deploying Google Workspace, a Navy officer in Japan would need to be on-base to communicate over a secure connection, and calls were typically late at night given the time difference. This challenge was even further magnified when the COVID-19 pandemic hit, further restricting staff mobility.

The second challenge was a language barrier. With more than 3,000 Japanese Master Labor Contract (MLC) employees providing critical support to SRF-JRMC’s shipyard, Navy leadership needed an easier way to communicate with their Japanese-speaking counterparts. Breaking down this barrier would ensure work could be completed faster and more effectively, facilitating a more collaborative environment.

Enabling secure collaboration

The Navy partnered with Google Public Sector to enable Google Workspace for SRF-JRMC. Today, Google Workspace assists the Navy's shipyards by enabling Google Voice for secure voice over Internet Protocol (VoIP) calling options, so personnel can join calls and sessions on-site or at-home to communicate securely and reliably across continents. In addition, early access to solutions like English to Japanese translated captions in Google Meet help break down the language barrier by providing instant translation during meetings. The platform also saves the U.S. Navy thousands of dollars a month in phone bills by providing country-specific dial-in numbers for interviews.

Moreover, Google Workspace tools like Google Drive and Docs also help to simplify human resource workflows by streamlining the hiring for onboarding local Japanese employees for the shipyard. Having a shared Google Drive eliminates the need to send multiple files back and forth among the NAVSEA team, allowing them to minimize on-premises storage space. In addition, Google Docs enables Navy employees to communicate and collaborate with each other and with potential candidates securely, and across any device.

“As the largest overseas ship repair facility of the U.S. Navy, operational readiness and continuity of operations is our top priority,” said Peter Guo, chief information officer at SRF-JRMC. “Cloud collaboration capabilities provide us seamless and secure connectivity across continents and break down language barriers with our colleagues across the globe. We’ve improved our ability to operate anytime, and anywhere and have increased our ability to securely communicate and coordinate especially during network outages and natural disasters.”

Providing pandemic assistance

Google for Government’s Workspace solutions also became useful to the SRF-JRMC during the pandemic, providing valuable communication and collaboration tools during a time of uncertainty. In addition to deploying Google Workspace, SRF-JRMC’s IT department created a COVID-19 Pandemic Dashboard, a Google-based site that consolidated Japanese and international open-source data on COVID-19 outbreaks and provided updated guidance. The Dashboard was built in less than two hours, using Looker Studio, and it leveraged an automated data collection process to track local hospitalization numbers. Before building the site, it took the NAVSEA team hours to compile this information; now, the team can access this information in real-time.

“This Dashboard drastically reduced redundant weekly meetings centered on COVID-19 updates, and saved more than 10 hours per week manually gathering data and presenting it via slide decks,” said Guo. “Additionally, this capability enabled our leadership to make real-time, data-driven decisions and put necessary risk mitigations in place. It empowered supervisors across the shipyard to reference this website at any time and put additional health measures in place to minimize the transmission of COVID-19. Every minute counts at our two shipyards in Japan, so this made a tremendous impact on our operational efficiency and ensured the safety of our sailors.”

Delivering the best possible tools means making life better and work more fulfilling for millions of people, inside and outside of government. To help government agencies maintain access to communications and collaboration tools that they need during and after an incident to keep work going, we are also offering workshops for federal, state and local governments. Learn more about Google for Government solutions for the Department of Defense, and Google Workspace for Government.

SAP Build Process Automation is better with Google Document AI and Google Workspace

Wed, 16 Nov 2022 17:00:00 +0000

SAP Build Process Automation is designed to optimize business processes and boost efficiency. The platform helps both business users and developers alike digitize core workflows and incorporate artificial intelligence (AI) into time consuming and error-prone manual tasks.

All digital paths can benefit from automation. The pandemic, supply chain shortages, and other disruptive events have upped the pressure on businesses and their workers to perform in more efficient and flexible ways.

Google Cloud and SAP have responded by providing an integrated toolbox that can fundamentally change the way businesses operate — all while creating value for their customers.

With a focus on taking process automation to an even more advanced level and removing inefficiencies from workflows, SAP has introduced integrations with Google Cloud Document AI, and Google Workspace for SAP Build Process Automation customers. This integration can reduce or eliminate many repetitive and error-prone tasks, so that companies can help save money, operate more productively, and scale more easily.

AI unleashes innovation

Continuous advances in digital systems and advanced technology introduce new opportunities to rethink workflows. SAP recognizes the role that AI-powered automation can play in transforming workflows, and that the benefits of doing so extend beyond basic time savings and cost cutting. By plugging Google Cloud Document AI into the application, SAP Build Process Automation’s low-code, no-code platform enables SAP to help its customers in lines of business and IT integrate multiple applications while democratizing access to governed machine learning technology.

Machine learning and process automation can drive efficiency with SAP S/4HANA

Customers using SAP S/4HANA can build workflow improvements into all major core processes, such as order entry, invoice creation, asset posting, and many others, helping them to be faster and more efficient in the process. Google Cloud Document AI extracts key elements — including addresses, article numbers, price, quantity, and more — within emails, PDFs, handwritten notes, and other formats.

Integrated automation can drive results for invoice and purchase order processing

An example of the improvements these integrations have made to SAP Build Process Automation is the use of AI, productivity tools, and automation for processing purchase orders. In the past, workers had to manually select relevant orders in their Gmail accounts and extract key data from large PDF files, including the order date, supplier details, article numbers, quantity, unit price, and the total amount. Then, workers would have to enter all of the individual line items one by one into the SAP S/4HANA system.

Today, through SAP’s integrated automation platform, customers can automatically extract and organize data by Google Workspace (Google Sheets, Google Drive, and Gmail) and Document AI. This works by extracting data contained in Gmail attachments, downloading it into Google Drive and extracting fields using Document AI’s pretrained models. The tool then enters the consolidated order information from Google Sheets into SAP S/4HANA. Furthermore, implementing the automation can avoid audit and compliance issues, and improve data quality.

The screenshot below shows how a workflow operates within the SAP Build Process Automation software.

Sales, procurement, finance, and other functions are also able to handle more strategic work that delivers greater value to customers with these SAP and Google Cloud integrations. They’ve also boosted both security and regulatory compliance for customers, including those in the financial services space.

For example, the Google Cloud Document AI technology can process thousands of supply chain invoices, validates and systematically approves them. And, over time, the machine learning and AI components improve the analysis process and ensure that data processed with SAP Build Process Automation is adhering to a company’s best practices and essential regulatory requirements.

SAP and Google Cloud put automation to work

Achieving the most accurate, efficient business processes is possible with an automation framework that embeds collaboration and productivity applications while giving lines of business and IT users access to machine learning technology. SAP Build Process Automation combined with Google Cloud Document AI, and Google Workspace has proven to be a catalyst in driving innovation and business transformation for customers across multiple industries, leading to an average of 22% to 30% faster time to market, and significant financial gains, including up to 20% accounts payable savings potential. An example of these improvements includes those experienced by TasNetworks, which had a 25% reduction in back-office processing efforts after implementing automation solutions from SAP.

To learn more about how Google Cloud and SAP are building solutions for accelerating business value, visit cloud.google.com/solutions/sap. You can find more information about SAP Build Process Automation at sap.com/build-automation.

To start your transformation journey today, choose the SAP Business Technology Platform region that’s best for you. We’re also happy to announce that Google Cloud offers the first and only option to run BTP in the cloud in India — learn more here: Google Cloud’s newest SAP Business Technology Platform Region.

Google Public Sector announces continuity-of-operations offering for government entities under cyberattack

Tue, 15 Nov 2022 11:00:00 +0000

Cyberattacks that target our government are all too common these days. From SolarWinds, to hacks against widely used email servers, to attacks against the defense industrial base, we know that cyberattacks against the public and private sectors continue to be an issue. Our latest VirusTotal malware trends report illustrates this point as well, with findings that governmental domains are among the top categories used by attackers in 2022 to distribute malicious content.

Given the external environment, government agencies in particular need reliable continuity plans in the event of an attack. In fact, two policy directives were recently issued to ensure that government entities can continue to operate. The first is a part of Presidential Policy Directive 40, which advocates that critical services are sustained in the event of an emergency—such as a natural disaster, a pandemic like COVID-19, or a major cybersecurity or ransomware attack—every U.S. government agency is expected to have a Continuity of Operations Plan (COOP) in place. More recently, the U.S. Cybersecurity & Infrastructure Security Agency (CISA) also emphasized the need for COOP in its incident response playbook to strengthen cybersecurity for federal and civilian agencies.

Google Workspace is postured to help government organizations for its business and collaboration continuity needs, ensuring agency teams continue to work effectively and securely in the event of an attack, including having critical productivity tools like email, storage, document sharing and more.

As federal, state and local agencies consider what they may do in case a breach threatens their operations, continuous access to email, chat, and videoconferencing systems throughout a catastrophic situation is a top priority. Because Google has pioneered the zero-trust approach in security with its BeyondCorp implementation, and has both FedRAMP High and Department of Defense Impact Level 4 certifications, Google Workspace can offer federal agencies peace of mind.

"Federal and state and local agencies are aiming to increase security while maintaining trust and availability, a task that is unachievable without continuity." says Aaron Walker, research manager for World Wide Government Trust and Resiliency Strategies at IDC. "Google Workspace will help agencies utilize zero trust principles to ensure availability of document, email, and collaboration tools as incidents, breaches, and attacks occur."

Making it easy to deploy secure alternatives

Google Workspace allows access to communications and collaboration tools that organizations need during and after an incident to keep work going. If one communication system goes down during an emergency, Google Workspace can keep collaboration and communication running smoothly.

For provisioned users, Google Workspace can be operational immediately, allowing agency personnel to stay connected, access documents, and collaborate securely across Google's email and collaboration platform to assist customers in time of need. Specifically, using Google Workspace, agency personnel can access their emails, documents or their current calendars from their primary providers—and access the agency’s Active Directory.

To help agencies implement this strategy and roll out Google Workspace, Google Public Sector is offering workshops for government agencies to help them determine the best strategies for resilient communications and collaboration. To learn more or to sign up for a workshop, email psworkspace@google.com or visit Google Workspace.

The Google Workspace blog has moved to a new home

Mon, 31 Oct 2022 22:00:00 +0000

Keep up with all the latest news, insights, and product announcements in the world of productivity and collaboration on the new Google Workspace blog. The blog features an easier-to-read layout, enhanced visual elements, and deeper content sections for each Workspace product area — from Docs and Drive to Meet and AppSheet.

The Google Cloud blog will continue to run stories about Workspace that matter to our broader Cloud audience.

Thanks for reading!

Looking for other resources?

Google Workspace on The Keyword blog: Workspace stories that matter most to consumers and users.
Google Workspace Updates blog: Essential information about new features and improvements for Google Workspace customers.
Google Workspace Learning Center: One place to find tips and tutorials for getting the most out of Workspace.
Google Workspace for Developers: The latest for apps and integrations, including for no-code and low-code developers.

The future of work requires digital dexterity

Thu, 08 Sep 2022 16:00:00 +0000

While businesses can’t expect the unexpected, they can prepare for it. Events of the last few years have proven that circumstances can change at any time, with little warning. But flexible, dynamic culture and tools are one way that organizations can stay on course through unsteady waters. And one way to achieve dynamic flexibility is through composable business practices.

First identified by Gartner, a composable business practice merges accessible, easy-to-use digital technology with a tech-savvy, flexible work culture. Picture your business as a collection of different components, like interlocking structures made of small building blocks. Every time a new challenge arises, you can move these components around and snap them into place to reconfigure how your company responds. These practices are made possible through cloud-based technology that allows organizations to change direction quickly and efficiently.

Critical to composable business is a concept known as digital dexterity—the ability for organizations and employees to pivot quickly using digital tools. Digitally dexterous organizations are collaborative, think analytically, and make creative use of technology that can open up new possibilities for how work gets done. For example, organizations with high digital dexterity were able to pivot quickly from in-person onboarding of employees to remote onboarding during the pandemic. They used systems already in place, like video conferencing, virtual chat spaces, and online learning tools and adapted them to the new normal. And this is essential for a future of work where unpredictability is the rule, not the exception. In fact, Gartner finds that employees and organizations with high levels of digital dexterity are about three times more likely to launch, complete, and succeed in digital initiatives.

Digitally dexterous companies typically adopt simple, intuitive, people-first collaboration tools that empower employees to work quickly and seamlessly, whether they’re collaborating across teams or working independently. They also have workplace cultures that are highly responsive to new demands and changes.

Here are two ways to promote digital dexterity in your organization.

Focus on digital dexterity as a journey

Composable businesses require two key components: a digitally-enabled environment and a flexible workplace culture that consistently adapts to the changes within it. Digital dexterity creates agility from the inside out, empowering every employee to make smart use of technology to solve problems that impact them directly in service of the larger goals of the organization. It might be launching a no-code application that streamlines the budget approval process, or setting up connected spreadsheets to access back-end data without specialized programming, or launching a web intake form to prioritize team work requests. The more intuitive the technology, the faster employees can build the muscle of digital dexterity. And the more flexible the technology, the easier it is to harness it to drive the composable business practice that adapts to change.

Digital dexterity also enables innovation. During the early pandemic, millions of businesses experienced a crash course in digital dexterity out of necessity. They adopted new technologies and solutions to overcome the challenges of the moment. In addition to the onboarding example above, some retailers were able to adapt to changing consumer behavior and make the pivot to curbside pickup and delivery services. Real estate agents leaned into virtual showings, 3D tours, and electronic contract signing. When stay-at-home orders lifted, restaurants mitigated crowding by using online waitlists and reservations. As manufacturers experienced supply chain issues, they adjusted their purchasing to have materials on hand for production, instead of relying on expedited delivery from vendors. And in staying adaptable, professionals gained stability within a highly uncertain environment.

Creating a flexible workplace culture takes time. When evangelizing the benefits of digital dexterity within your organization, it’s important to emphasize that it’s a journey, not a single training initiative. Even with the right tools and mindset, it’s an ongoing process that involves education, outreach, experimentation, and an open dialogue across your organization. But when employees feel like they can easily navigate the technology around them to solve top business challenges, digital dexterity becomes a major strategic advantage.

To power digital dexterity, remove digital friction

Reducing digital friction happens in countless small ways, from giving employees secure, one-time login access to all the apps and workflows they need to be productive, to reducing context shifts for teams that are already collaborating together. Achieving digital dexterity is a lot easier when we ask technology to simply get out of the way.

Inflexible or outdated technology often gets in the way of further development. A new employee might be adept at navigating various digital tools in their own personal life, only to find a maze of workplace tools that introduce digital friction when they want to collaborate or get something done. Whether it’s the need to continuously re-authenticate while working away from the office, or being forced to change apps all day long, digital friction is a drain on productivity and collaboration.

Intuitive, cloud-based tools that are location agnostic help employees collaborate more seamlessly. The goal of technology should be to keep people productive and collaborating in the places they’re already working together. For example, the ability to pivot directly from a brainstorming doc into a virtual meeting eliminates the need for teammates to switch tabs/apps or schedule a separate meeting. And getting AI-based recommendations for people, files, and events to include in a meeting invite or spreadsheet means that people spend less time searching for the right way forward and more time collaborating with the right ingredients and people at hand.

Digital dexterity is also enhanced when employees have access to automated templates and workflows that streamline their workday. In Google Workspace, for example, we’re working on a series of auto-generated document and communication summaries — powered by AI — that provide a digest of long documents or chat conversations so employees aren’t weighed down by information overload. And in Calendar, meeting organizers can quickly add a meeting notes template directly to the meeting invite, saving time when it’s time to bring everyone together.

Thriving at the intersection of technology and culture

Composable businesses thrive at the intersection of technology and culture. There are two key ingredients — flexible technology that can adapt to new challenges and a culture that empowers employees to build digital dexterity. If a composable business is a collection of interlocking components that can be moved around and snapped back together, then it’s agility in both the tools and the culture that enable the new configuration. As the events of the last few years have reminded us, the future will always be highly uncertain and organizations will need to shift from planning for the most probable scenario, to planning for a multitude of possibilities. Only when flexibility is a core part of the foundation — in the tools and the culture — can an organization navigate the next bend in the road.

Stronger privacy control for the public sector with client-side encryption

Fri, 24 Jun 2022 16:00:00 +0000

Government agencies regularly work with sensitive data, such as financial data, personally identifiable information, or proprietary information. Handling this data requires agencies to meet confidentiality and compliance requirements. At the same time, agencies don't want to compromise on the collaboration experience they provide to their employees.

Control confidentiality of your data through encryption keys

Encryption is an important technical control that limits a cloud provider’s access to customer data. Google Workspace already uses the latest cryptographic standards (Advanced Encryption Standard) to encrypt all data at rest and in transit between our facilities.

With client-side encryption, Google Workspace is going a step further by letting agencies retain complete confidentiality and control over their data by choosing how and where their encryption keys are stored. This can mean storing encryption keys within the borders of a specific country, hosting them in a separate cloud or on-premise to restrict access as narrowly as within a single local area network. At the same time, agencies can enable their users to connect securely from any approved device at any time to access Google Workspace without the need for legacy desktop clients. With these additional controls, users can still collaborate on shared documents in a manner similar to what they are accustomed to.

Here's how it works

Agency teams choose how and where to store their encryption keys either managing this themselves or through a trusted third-party. Then, they connect Google Workspace to their key service and enable client-side encryption for their organization. They also have the flexibility to enable it for specific users, organizational units or shared drives. After that, users can create new encrypted documents, spreadsheets, or presentations inside Google Drive.

Creating an encrypted document is easy. Simply select which type of document you’d like to create and choose “Blank encrypted document” from the menu. Client-side encryption is currently available for Google Docs, Sheets, Slides, and other file type supported by Google Drive such as Office or PDF. Other Google services, including Gmail, Google Calendar and Meet, will have client-side encryption at a later release.

Easily create encrypted documents, spreadsheets, or presentations inside Google Drive

Users can also upload existing sensitive documents in Google Drive while preserving complete confidentiality. Users who need to view or edit an encrypted document can do so with any Google Workspace account, without compromising security and confidentiality. When an encrypted document is shared via Google Drive, the customer key service ensures only authorized and authenticated users can open the document.

Share and collaborate encrypted documents with authorized team members

Get Google Workspace collaboration experience with customer controlled keys today

At Google Cloud, we remain committed to equipping our customers with powerful technical solutions that keep our users safe, their data secure, and their information private. To learn more about security and compliance features, including client-side encryption, register for our Google Workspace for Government Demo Series. The series features nine demo-based training videos that showcase admin and end user tools helping government organizations stay secure and productive.

Make Cyber Defense Easier with Google Workspace

Tue, 08 Mar 2022 17:00:00 +0000

Cyber attacks on government organizations are on the rise, leading departments and agency leaders to sharpen focus on securing their networks, infrastructure, and data to protect against disruptive and costly incidents and data breaches.

With all the security measures being put in place across government and to protect individual users, today’s workforce may feel like they’ve added the role of cyber defender to their job descriptions. While security awareness is important, employees shouldn’t have to worry about clicking a suspicious link or remember multiple complex passwords in order to do their jobs. Google Cloud offers a suite of cloud-based tools in Google Workspace that provide a seamless and secure way to collaborate and work virtually, enabling employees across the enterprise to get their jobs done without undue fear of causing the next breach.

Fortifying Federal Networks – A Primer for Every Employee’s Role in Cybersecurity

Cybersecurity is a critical focus of the Biden administration, which issued an Executive Order (EO) and strategy that included aggressive mandates for improving the cybersecurity of the federal government. To understand what your technology teams are facing as they work to secure federal networks, consider how the cybersecurity EO impacts end-users:

Zero Trust Architecture: Zero Trust refers to a security approach where trust in users is established through multiple mechanisms and continuously verified to permit access to applications and resources.
Multi-Factor Authentication: To support Zero Trust, multi-factor authentication requires two or more pieces of information (more than a user ID and password) to verify a user’s identity in order to access the network or other tools and apps.
Endpoints: Your computer and mobile devices are endpoints. Each endpoint has to be protected and monitored to ensure it is trusted. As teams continue to work in remote or hybrid environments, endpoint security is even more important because many of the security protections provided inside the corporate network are not present.

Our Commitment to Strengthen Cybersecurity

Google has committed $10B over the next five years to strengthen cybersecurity, including expanding zero-trust programs, helping secure the software supply chain, and enhancing open-source security. We are continuing our leadership, as a pioneer in Zero Trust and are committed to helping deploy this model across the federal government.

With Google Workspace, technology teams and the government workforce can experience the best of both worlds – security based on zero trust concepts that support the business and operations of government, easy collaboration across teams regardless of location, and seamless access from any endpoint. To help navigate the implementation, Google Cloud has made the Work Safer program available through many partners, including technology service provider, Carahsoft.

The Work Safer program is designed to help organizations, their employees, and partners collaborate and communicate securely and privately in today’s hybrid work environment with access to Google Cloud security for email, meetings, messages, documents, and more. It uniquely brings together the cloud-native, zero trust solutions of Google Workspace with BeyondCorp Enterprise for secure access with integrated threat and data protection that can help IT teams move away from legacy technology to realize the full potential of Google Cloud and Google Workspace collaboration and security. Carahsoft supports public sector organizations to help find the right Google Cloud service partner with technology teams who can support design, implementation, and roll-out of change management across the agency. As a leading government IT solutions provider, Carahsoft contracts help make solution acquisition easier for the public sector.

Empower your teams to focus on their best work, not on the next threat or attack. Google tools are built to help prevent breaches and keep agency networks and data secure. Talk to your IT team about Google Workspace Work Safer program. https://workspace.google.com/lp/work-safer/

Learn more about available implementation partners, and get the conversation started at carahsoft.com/google-workspace.

Chrome is easing the enterprise’s transition to hybrid work. Here’s how

Tue, 01 Jun 2021 16:00:00 +0000

It’s been quite a year. In general, and for work. Just the other day, I read a new study from Pew Research that shows 71% of people are currently working from home, and 50% of employees say they want to continue working from home at least three days a week. That’s more than half of people wanting to be remote over half the time!

As we’ve been navigating our own return to the office here at Google, one thing has become more clear than ever: the browser is no longer just a portal to the internet—it’s one of the most critical components of our tech stack. And we know we’re not alone in this. As our organization, and other organizations of all sizes, transition to a more hybrid way of working, it’s absolutely key to have a modern browser that’s built to support both admins and end users.

The good news is, Chrome is made for this! Literally. It’s purpose-built for flexible work—and as the future unfolds and businesses’ needs continue to evolve, we’re committed to making sure our browser is even easier to manage, even more secure, and even more helpful, so all of us can be more productive.

What’s next for Chrome

As we design and build Chrome to be a stronger asset for the enterprise, we are focused on these key areas:

Simple management
Modernized security
Productivity enhancements
Helpful integrations

We’ve already made great strides in all four areas, with more exciting releases to come soon. Let’s take a closer look at what’s new and available right now, what to look forward to, and how each feature is equipping Chrome browser-based businesses (and their users) for what’s next.

When it comes to simple management there have been a lot of exciting developments—Chrome Browser Cloud Management is built for this new hybrid reality, giving IT teams the advantage of powerful and flexible management capabilities both in the cloud and on premises, so they always have the visibility and insights they need to make more informed decisions, quickly.

With recent new releases admins can:

Track all versions of Chrome from one place. Our new daily version report allows IT teams to see all versions, including minor versions, in a single report to support compliance and make it easier to see and manage their entire deployment.
Report on apps and extensions across the organization. A new Apps & Usage report provides helpful visibility into all installed extensions, Progressive Web Apps (PWAs), Chrome apps, and Android apps. You can see versions and permissions for each individual app and even force install or block, right from the report.
Remotely troubleshoot and clear browser data. This is one of my favorites because not only is it incredibly helpful, it was created from customer requests! Admins (and a lot of service desk employees) told us how useful it would be if they could clear an end user’s browsing data, cookies, and cache remotely - and our team made it happen.
Extension management improvements. Coming this summer: extension request workflow will empower admins to change the behavior of Chrome Web Store so that end users request extensions and admins then approve or deny the installations from a centralized list in Admin Console. Another new release is extension details, where admins can now find out exactly what extensions are installed where, who makes them, what resources they’re using, and all other extension-related details - also right from the Admin console.

Of all of our priorities, modernized security often feels most urgent. In a recent security report, 65% of US and UK employees said they received a phishing email during the remote working period initiated by COVID-19. Further, a study by the Ponemon Institute found that 41% of responding organizations had dealt with an attack involving the compromise of employees’ passwords, costing an average of $267,408 per organization. Between the regular emergence of new threats and the increase in targeted mobile attacks, our new ways of working definitely demand a fresh approach to security.

BeyondCorp Enterprise, our new modern zero trust solution, enables secure access to critical apps and services with integrated threat and data protection, all delivered through Chrome browser, was introduced in January 2021. Its agentless approach simplifies the admin and end-user experience. We also just launched BeyondCorp Enterprise protected profiles to help organizations protect their extended workforce, including contractors, frontline workers, and anyone working from home who needs to securely access corporate resources from shared or unmanaged devices.

To learn more about Google’s approach to modernizing security, tune into the Wall Street Journal’s Advancing Security in the New Business Environment event tomorrow from 10:35 am - 10:55 am EST, with very own Parisa Tabriz (Head of Chrome Engineering, Product Management and UX) and Phil Venables (CISO of Google Cloud).

When it comes to productivity enhancements, I’m proud to share that we're consistently releasing features that support users no matter where they’re working. Now that the browser is where so much of our day-to-day work happens, it’s more important than ever before to build in new ways to save time and work together while apart.

Recently released productivity-boosting features include:

A faster way to take action right from the address bar. Chrome Actions is a feature we launched last year, where you can simply type in commands such as “clear browsing data '' or “open incognito window”and get down to business in just a few clicks. We’re excited to announce new Chrome Actions are now available through our beta channel! Try one of these actions to check it out: “ Run Chrome safety check,” “Create doc,” and “Manage Google Account.”
Link directly to highlighted text. If you like to share snippets and quotes from articles or websites with your colleagues, you’re in luck. Now, instead of sharing the URL link from the address bar, you can take advantage of the new “link to highlight” feature in Chrome to point to the specific content. Simply choose the content you want to share, right click, select “Copy link to highlight,” and then send the link – to the exact part of the page you want people to see. It’s available for desktop and Android now, and coming soon for iOS.
Decreased Chrome CPU usage. This means more battery life, less heat coming off of your device, and less fan noise. ? ??
And there’s more! To explore additional productivity features, check out this blog post.

Our final area of focus is all about giving Chrome customers more choice with helpful integrations. We’re actively partnering with best-of-breed organizations to bring integrations —and your favorite tools— into Chrome, to create a more seamless and productive experience across the board. Stay tuned on this as we’ll have more to share later this year. In the meantime, hear from our Modern Computing Alliance partners, such as Box, HP, RingCentral, Okta and VMware, as they explore many of the most important questions about returning to the office.

We’re constantly thinking about how we can help people and organizations adapt and thrive as they begin to return to the office. See below for three events from the team that cover how to make the transition to hybrid easier for your team, be sure to check them out.

Modernizing Your Approach to Security session at the Wall Street Journal’s Advancing Security in the New Business Environment event

Tomorrow June 2, 2021
10:35 - 10:55 AM EST
Register here

Chrome Insider: Browser tips & tricks for IT admins

June 10, 2021
10:00 AM - 11:15 PT
Register here

Optimize your browser deployment: Links to our most popular Chrome Insider posts

Fri, 28 May 2021 16:00:00 +0000

We launched the Chrome Insider blog in 2019 to share tips and best practices with IT admins so they could better deploy, manage, and secure Chrome browser. Since then, the series has covered everything from supporting legacy browsers to protecting enterprise credentials to simplifying deployments. To make it even easier to find and browse the series, we’ve pulled together all the posts to date here so you can read them all in one place or bookmark them for later.

Managing Chrome tips and tricks

Improving extension management and reporting

Ensuring your organization is secure

Increasing your organization’s productivity

Although the series is 16 posts strong, there are plenty more Chrome Insider posts to come. You can read these posts and more on our Chrome Enterprise channel.

Introducing new docking stations designed for Chrome OS devices

Thu, 06 May 2021 17:00:00 +0000

Today, we’re announcing a new category of peripherals in the Works With Chromebook program: docking stations. Over the coming months, you can expect to see new docking stations from partners including Targus, Hyper, Acer, Belkin, StarTech.com, and more. Designed for Chrome OS, the new docking stations are ideal for workers who are using a Chromebook at home or at the office and need a seamless docking experience no matter where they are.

Google launched Works With Chromebook in 2020 to develop an ecosystem of peripherals that are certified for compatibility with Chrome OS devices. When you see the Works With Chromebook badge on peripherals, you can be confident that they have been tested and validated to work seamlessly with current and future Chrome OS devices. In the last year, we’ve seen 27 partners develop peripherals for the program, creating hundreds of certified products.

Here’s what you can expect from new Works With Chromebook docking stations.

Automatic firmware updates

These new docks run automatic firmware updates alongside automatic Chrome OS software updates, so employees can always get the most secure, performant OS version with the latest features.

Options for enterprise and remote working

Employees can benefit from two types of docks: larger docks capable of extending up to 3 external displays via HDMI, DP or USB-C, and smaller docks that extend to one external HDMI display for those in need of a more compact, travel-friendly docking solution.

Compatible with Windows and Mac

Many organizations have mixed device fleets that span platforms, so while these docking stations have been designed for Chrome OS, they’re also compatible with Windows and macOS devices.

You can read more about other types of peripherals in the Works With Chromebook program here. If you’d like to learn more about how Chrome OS devices can help your business - and play a key role in developing a hybrid work and return to office strategy - check out this post.

Chrome OS is paving the way for return to office at Google

Thu, 06 May 2021 17:00:00 +0000

The pandemic continues to deeply affect our lives around the globe. In some places, new cases are surging and returning to work is the last thing on people’s minds. In other areas, conditions are improving and companies are starting to think about transitioning their workforce back to the office.

Exactly when and how to do this remains complex and varies by country, industry, and company. What’s certain is that hybrid work will become an essential part of the business world moving forward. And finding solutions that bridge the gap between “in-person” and “somewhere else” are crucial.

At Google, we’ve been focused on what the hybrid transformation means for us. To prepare for hybrid work, using modern solutions is a key enabler.

Chrome OS: Supporting Google’s return to office strategy

At Google, we’ll move to a hybrid work week where most Googlers spend approximately three days in the office and two days wherever they work best. It’s no surprise that as the modern, secure, cloud-first platform, Chrome OS is playing a key role in our transition to a hybrid work model. Because Chrome OS devices can easily be shared, more flexible working models and spaces are now possible. And with user profiles stored in the cloud and collaboration solutions like Google Workspace, employees can log in to any Chrome OS device, access what they need and pick up where they left off.

Here are just a few ways we are using Chrome OS and its tools to support the return to the office:

In select office locations, Googlers can reserve desks through an internal booking tool set up with a high-performance Chromebox, keyboard, mouse, and monitor. Employees can log in to the Chromebox which syncs their cloud profile, and start working with the same environment they have on all their Chrome OS devices.

We’re announcing new docking stations that are designed for Chrome OS devices and allow employees to bring in their Chromebook from home, connect to the dock with one USB-C cable, and use a monitor, keyboard, and mouse for a full desktop experience.

Every Chrome OS device enables a zero-trust security working model with BeyondCorp Enterprise providing our workforce with simple and secure access to applications while providing additional security controls for IT.

We’ve deployed the new Chrome OS Readiness Tool to our extended workforce to identify employees that are able to switch to Chrome OS. This allows us to expand the latest security, deployment, and manageability benefits to more of the workforce.

Additional ways Chrome OS is helping organizations with return to office

We aren’t the only ones supporting our return to office and hybrid work strategy with Chrome OS. We’ve heard more ways our customers are using Chrome OS to make the transition as smooth as possible. These include:

Streamlining deployment and management of Chrome OS devices using zero-touch enrollment which allows devices to automatically enroll into a corporate domain without IT configuration.
Grab & Go Chromebooks being used for frontline and hybrid information workers, allowing employees to grab a Chromebook from a cart and get to work right away.
Parallels Desktop for Chrome OS being deployed to allow employees to access Windows or legacy apps locally on their Chrome OS devices.
Existing Windows and Mac devices being modernized and repurposed to run a Chrome OS experience using CloudReady. (Google is currently offering a CloudReady promotion. Learn more here.)

While the Chrome OS team has been working towards making remote working as seamless as possible for IT, we’ve also made advancements in supporting traditional technology that’s required in the office.

In October, we announced Chrome Enterprise Recommended: a collection of identity, printing, productivity, communications, and virtualization solutions that are verified to run great on Chrome OS.
With the increased usage of video conferencing on Chrome OS devices, we’ve made improvements to Google Meet and Zoom performance including camera and video improvements to reduce any unnecessary processing and features that intelligently adapt to your device, your network, and what you are working on.
For improved access to Windows and legacy apps, VMware Horizon introduced multi-monitor support and USB redirection and Citrix Workspace released a tech preview with webcam enhancements and Microsoft Teams optimizations.
We integrated with the Okta Workflows platform, so IT administrators can include Chrome OS in it’s access logic and deploy quickly without code. Recently, we’ve added the ability to require users to reauthenticate on their Chrome OS device once Okta has detected that the user has changed their password. Try out this new capability by signing up for our Trusted Tester program.
We’ve increased our support for direct IP printing with additional printer models since the beginning of 2020. In addition, we have made improvements to management features, including support for multiple print servers and launched policy APIs to provide a better IT admin experience.

Join us for a digital event with Modern Computing Alliance and its newest member HP

Last year we announced the launch of the Modern Computing Alliance—a collaboration of industry leaders including Box, Chrome Enterprise, Citrix, Dell, Google Workspace, Imprivata, Intel, Okta, RingCentral, Slack, VMware, and Zoom aim to create the pioneering solutions that businesses need. We are thrilled to introduce HP, who brings their innovative hardware and enterprise hardware expertise to the Modern Computing Alliance and has been working closely with the alliance to ensure true silicon-to-cloud innovation.

As an alliance, we’ve been deeply engaged in the hybrid work shift. We invite you to join us for a digital event where we discuss questions about returning to work. Like how product design can encourage participation and collaboration regardless of where employees are, important security issues to keep in mind, and what factors businesses should consider to support a safe, working environment.

Home. Heading back. Hybrid.
Hear from the experts on hybrid work and return to office.
Date: May 20th, 2021

If you are ready to try Chrome OS today, it’s easy to get started. You can contact us to get connected to a partner, sign up for a free 30-day trial of Chrome Enterprise Upgrade to start managing Chrome OS devices, or deploy the Chrome OS Readiness Tool to identify employees that are ready to switch to Chrome OS.

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What’s next for Chrome

With recent new releases admins can:

Chrome OS is paving the way for return to office at Google

Optimize your browser deployment: Links to our most popular Chrome Insider posts

Managing Chrome tips and tricks

Improving extension management and reporting

Ensuring your organization is secure

Increasing your organization’s productivity

Introducing new docking stations designed for Chrome OS devices

Introducing new docking stations designed for Chrome OS devices

Automatic firmware updates

Options for enterprise and remote working

Compatible with Windows and Mac

Colgate-Palmolive moves to the cloud with Chrome Enterprise and Google Workspace

Chrome OS is paving the way for return to office at Google

Chrome OS: Supporting Google’s return to office strategy

Additional ways Chrome OS is helping organizations with return to office

Join us for a digital event with Modern Computing Alliance and its newest member HP