Infrastructure Challenges and Future Innovation

Hello and welcome to this special episode of the Times Tech podcast brought to you in paid partnership with IBM. My name's Katie Prescott and I cover all things tech and business for the Times newspaper here in London Now, believe it or not, from the rain we've been having, it is summer and summer in London can mean only one thing. No, it's not London Tech Week. We've had that already. It is of course, Wimbledon time You might associate Wimbledon with strawberries and cream, pims, champagne, fashion, maybe not a natural home for a tech podcast, but there is actually a huge amount of tech in tennis. And for the last thirty six years, Wimbledon has partnered with IBM to bring tennis closer to its fans using tech They've been doing things like websites, apps, and more recently AI. And I'm delighted to talk more about this partnership today with Cameron Stanhouse, who's vice president Sports and Entertertainment Partnerships at IBM. Hello. Hello And Chris Clements, the senior manager of Digital Strategy and Products at the All England Club. Hello to you both. Hello. Thankks for having us. It's great to see everything getting ready. I know it's a madly busy time with millions of strawberries, petunias and all of that. I see it's madly busy, but it's like Christmas Eve, right? It's been a year of preparation for Beautiful beautiful championships, we have fingers crossed on the cusp of a heat wave as well. Not too hot. Yeah, too hot. Eactly. We never get it right. Well let's start by talking about your partnership and how IBM and Wimbledon work together. It might not be something that people associate tennis with, as I said. Cameron, do you want to start by tal? Y. One of the great things about IBM' spports and entertainment partnerships is that they are truly partnerships. We authentically integrate our technology into everything we do. and Wimbledon is our first and best example of that We started working with them in nineteen ninety, launched their first website in nineteen ninety five, launched the first app in two thousand nine, and then started infusing AI into it in twenty seventeen. So it's been part of this really big digital transformation for, as you said, thirty six years. We've renewed our partnership. We'll be going into forty years together, which is pretty incredible these days. everythingverything we do is about How we can continually pay reverence to the sport and to the traditions at this great place, pushing and driving for innovation and being better. And so it's a really beautiful technology partnership. And a lot of that is about going beyond the technology. It's actually about understanding our audiences and understanding what they're looking for in this modern world and then making sure that we're creating the experiences Do they want from Wimbwardon What does it mean for the thousands of fans who come to the grounds here, but also who are watching on Telly imwardon, we're one hundred and forty nine years old and we've got a phenomenal heritage and reputation built off the experiences of hundreds of millions of people all around the world, perhaps even billions. So it's important that as we're looking at how we build out our technology and how we use technology to support us We're thinking about all of those different people and how they experience the championships in different ways. So that's from people fans watching at home in every corner of the globe, through to the guests that come on site, through to really important people like our players and members of the media like yourself,' been very much thinking about all of those different groups and how we can create these amazing journeys for them. But what does that look like in practice, Cameron, Can you give us an example? Yeah, it' I think one of the important things is technology's role in the championships is really unique because it's actually bringing people closer to their favorite sport player tournament, right? Wimbledon is such a coveted space and people live their whole life wishing they could come here, but many people won't And the technology allows them to be here and experience it and give them kind of an insight and a look into the grounds and what Wimmbledon is like without having to be here in person. But for this year, you we have three exciting features that we're launching. First has been really a modernization of the current website and app, which is bringing Wimmbledon up to speed to a new era, and there's about fifteen thousand pages that are all interconnected on the website And one of the things with that is we use this incredible technology called IBMBob, It's an accelerator for developers. And it was able to transition all of this to the new platform in a matter of weeks. So transferring all fifteen thousand pages only took forty seven minutes with this AI tool. W. Yeah. so that's just Transitioning the website, but the other more fan facing features that know people will notice are life likelihood to win. It's a pre match projection that takes into consideration the rankings, player sats data, but it also takes into consideration what's happening in the media, with the conversations and like what's happening in social media provides a projection of who's going to win a match. So it's a really great fodder for commentators but also has a really high accuracy, right This year, we've enhanced it even more to not only go to a live version, so showing what's happening with a percentage change on every single point of the match actually showing when the momentum changed to happen. So whether it was not just losing a set, but it was actually a double fault that actually changed the momentum of the game, we'll be able to pinpoint that for fans. And then the third is enhanced match chat. So like an AI companion in your pocket, I like to say like your best friend enncyclopedia. So if you're a tennis savant, you can get deeper by asking questions about what's happening in the match But if you're not as much of a tennis aficionado, if you're more of a novice, you can ask really simple questions like, why is this player ranked this way? What's the head to head or like the favorite one in tennis? How do you pronounce someone's name? Which is extremely helpful for broth foroth Those are the three things that we're super excited about for this year and that we think are going to be a really great assistant to fans in watching the game And you're finding fans want this sort of technology. I don't know, you sort of presume that people might come to Wimbledon for more of an old fashioned experience Absolutely, we are definitely finding the fans want these new features to be rolled out. Ultimately, what this partnership's all about is us knowing our fans and knowing what they want from their experience of Winwooden and then working alongside IBM to find where the technology can deliver really, really useful innovations It's really about making sure that whatever we do is very meaningful we've got that very, very rich heritage. So we've got to make sure that where we are innovating, we're doing that in a very focused way to make sure that we're delivering exactly what they want, but in a way which also respects Wimledon and all the heritages that we have You said at the start that you've started using AI and I think about twenty seventeen Clearly Chat GPP came out in twenty twenty two and that's seen a surge in generative AI Huge acceleration in the technology. Yeah. How has that changed? People may be more familiar with Chat GBT because it's a consumer facing product, right? That's what's so special about sports for IBM is that IBM technology is infused in so many things in people's day to day lives. They just aren't aware of it.. And so by partnering in sports, we actually create a consumer facing space where people can touch and feel our technology and see how it aids their life So Match chot is a great example of generative AI and allowing people to have a conversation with an agent that's gonna tell them what to do, you know like what they want to know about a match, againg, like catching them up on what's happening. So it provides that assistance within the app and also keeps people in the ecosystem and not having to go search something outside, but be able to have that app as their companion as they're watching And that's one of the really unique things about Wimwledon and the Grand sllams in general is there is so much happening, especially in those first few days. And so what it's really about is being able to more effectively tell all of those stories that are happening around the grounds and make sure that people are aware of how those storylines are playing out and what things they should be watching out for as they go forward. It's the big shocks and the big upsets and finding out how those happened and why they happened. Those are the really important stories to be able to tell so then people can follow those journeys. They can start to understand what's so special about those players and how they're performing. And then that gets them even more involved and engaged with the championships. Yeah, that's what I'm most excited about key moments too, is to be able to go match by match and see what the defining moment of the momentum swing was in a match and why somebody ended up winning or losing. That's going to give us a lot more data and storytelling capabilities and excited to see how that comes about this year. And you're right, The start of Wimbledon. I mean that's where I find it incredibly exciting when the players, the really famous players are spread out. across all of the different courts, you don't have to just have a centre court ticket or a court one ticket. and then clearly it starts to focus later in the championship. Yeah. And it is amazing being around the grounds. I mean, I would maintain that the best value ticket in world sport is probably grounds pass to Windon in those first few days. And ultimately what we're doing through some of these features and the way we curate are digital experiences is aiming to bring that buzz to people wherever they are in the world so that they can keep up with all of those storylines. And they can feel a little bit of that kind of windwood and magic. And I think although it's not necessarily the thing that makes the headlines, one of the most important things that we're working on in the background is making sure we've got the infrastructure in place to power those experiences And what does that mean in terms of infrastructure? Good Wi Fi for fans coming over? So that is one element of it. we are making significant investment over the next few years in terms of both the mobile infrastructure and Wiifi in and around the grounds. But that's also about a lot around our kind of core data architecture and making sure we've got in place those data foundations to be able to underpin these experiences So how do you go from a website which gets tens of thousands of hits a day year round to something which is then getting millions and millions and millions of people that are using it during the championships? And to do that, you've got to work quite hard to make sure you've got that infrastructure in place. And in the past, that was a little bit easier because actually Those services and those kind of experiences were fairly generic. We were giving the same thing to everyone. In the future, when we're giving more and more differentiated experiences, that then becomes an even more complicated picture. So yeah, these aren't necessarily the things that you'll read about in the headlines, but actually they're really, really important. Yeah, and also the security aspect too, right? Like you've got millions of people flooding to site. you want to make sure it's secure and that you don't have any breaches. I mean, we run the we learn security for the championships, but we also runn security for NATO. So like We are used to this kind of thing and they are competent in our abilities to deliver a seamless experience for them So when you think about these sports partnerships Clearly they're about brand awareness, but is it also for IBM a chance to try out the technology in really different and quite extraordinary settings As a business, do you learn from it? Yeah, absolutely. We work with them as we would any commercial business client, right? We figure out what their goals are and then we seamlessly hand in hand design develop and deliver experiences that meet those goals. And so each experience is based on what that specific property is trying to achieve The Master's looks very different than our fan app in Ferrari versus Wimbon versus US Open. They're all completely unique. But yeah, we use it as a ground for testing a lot of products too. I mentioned this IBM. Dvelop accelator Bob we were using it at other tournaments as a code assistant for some of our developers to see how it would work. So it's actually a great product R and D ground because we're doing it at scale and able to make tweaks or see how we want to adjust something before we rolling it out to market. So it's a huge benefit. But in then brand awareness too, I mean, everybody knows who IVM is, but a lot of people don't know what we do. And so of best use cases, I mean USPN fantasy football is an American thing, but somebody was like, my son loves to tell me what Watson's going give him for a prediction every day.s like he refers to Watson XR AI technology as if it was his friend And the job is for us to push each other, right? Like healthy conflict. They may have a huge priority where we're going to push them to go further. And we may have something where we're like, you really should try this and it's not a fit for them yet. So I think we bring the best out of each other with that like healthy dialogue. And again, that comes from sitting together year round constantly looking at what the future is going to be constantly innovating You mentioned the ballot and the pressure on the website. I mean, I just can't imagine. my brain was going to all the different pressures that Wimbledton has. What would you say is the biggest tech challenge you face. I think one of the biggest challenges is around that scalability. So for us, the day one is actually the first day of qualifying. It's not necessarily day one of the championships main draw that many people think of. And as much as you can simulate things and do as much testing is possible and we really do, there's always that slight nerve wracking moment when you see the first ball being hit on court to just make sure that everything's coming through and everything's working seamlessly Well it's lovely to see it all sort of coming together now and all the groundspe people pulling it all together you the calm before the storm. Thank you. Thanks so much for joining us and all the best for the coming weeks. I hope it goes really long