{"version":"1.0.0","segments":[{"speaker":"Jim Iyoob","startTime":22.34,"endTime":25.130000000000003,"body":"You gotta be"},{"speaker":"Jim Iyoob","startTime":22.34,"endTime":25.130000000000003,"body":"careful about this fricking"},{"speaker":"Jim Iyoob","startTime":25.130000000000003,"endTime":28.46,"body":"narrative that's out there,"},{"speaker":"Jim Iyoob","startTime":25.130000000000003,"endTime":28.46,"body":"that it's eating all the jobs."},{"speaker":"Jim Iyoob","startTime":28.73,"endTime":31.700000000000003,"body":"It's a lot more complicated than"},{"speaker":"Jim Iyoob","startTime":28.73,"endTime":31.700000000000003,"body":"that, and I think the problem"},{"speaker":"Jim Iyoob","startTime":31.700000000000003,"endTime":32.93,"body":"is nobody wants to admit it."},{"speaker":"Galen Low","startTime":33.2,"endTime":34.49,"body":"Some of these"},{"speaker":"Galen Low","startTime":33.2,"endTime":34.49,"body":"companies are taking away jobs"},{"speaker":"Galen Low","startTime":34.49,"endTime":36.83,"body":"that maybe they shouldn't have"},{"speaker":"Galen Low","startTime":34.49,"endTime":36.83,"body":"created in the first place."},{"speaker":"Jim Iyoob","startTime":37.04,"endTime":38.510000000000005,"body":"It's not your"},{"speaker":"Jim Iyoob","startTime":37.04,"endTime":38.510000000000005,"body":"decision to tell me how"},{"speaker":"Jim Iyoob","startTime":38.510000000000005,"endTime":40.28,"body":"to contact you if I'm"},{"speaker":"Jim Iyoob","startTime":38.510000000000005,"endTime":40.28,"body":"buying your product."},{"speaker":"Jim Iyoob","startTime":40.55,"endTime":41.870000000000005,"body":"I can buy your"},{"speaker":"Jim Iyoob","startTime":40.55,"endTime":41.870000000000005,"body":"product from anywhere."},{"speaker":"Jim Iyoob","startTime":42.05,"endTime":44.57,"body":"So the only thing that"},{"speaker":"Jim Iyoob","startTime":42.05,"endTime":44.57,"body":"differentiates you from anybody"},{"speaker":"Jim Iyoob","startTime":44.57,"endTime":46.495000000000005,"body":"else is the customer experience."},{"speaker":"Manu Dwievedi","startTime":46.825,"endTime":49.435,"body":"When you think"},{"speaker":"Manu Dwievedi","startTime":46.825,"endTime":49.435,"body":"about implementing AI, you don't"},{"speaker":"Manu Dwievedi","startTime":49.435,"endTime":51.595,"body":"implement AI to replace people."},{"speaker":"Manu Dwievedi","startTime":51.955,"endTime":55.855000000000004,"body":"You implement AI to make things"},{"speaker":"Manu Dwievedi","startTime":51.955,"endTime":55.855000000000004,"body":"better for your customers."},{"speaker":"Jim Iyoob","startTime":56.035000000000004,"endTime":57.655,"body":"Everybody's trying"},{"speaker":"Jim Iyoob","startTime":56.035000000000004,"endTime":57.655,"body":"to automate everything."},{"speaker":"Jim Iyoob","startTime":58.045,"endTime":58.615,"body":"Bull crap."},{"speaker":"Jim Iyoob","startTime":58.855000000000004,"endTime":60.535000000000004,"body":"Pick three things that"},{"speaker":"Jim Iyoob","startTime":58.855000000000004,"endTime":60.535000000000004,"body":"keeps you up at night."},{"speaker":"Jim Iyoob","startTime":60.835,"endTime":61.615,"body":"Start there."},{"speaker":"Jim Iyoob","startTime":61.885,"endTime":64.22,"body":"You should see an ROI"},{"speaker":"Jim Iyoob","startTime":61.885,"endTime":64.22,"body":"in 30 to 45 days..."},{"speaker":"Jim Iyoob","startTime":64.88,"endTime":65.965,"body":"if you do it properly."},{"speaker":"Galen Low","startTime":71.735,"endTime":73.235,"body":"Welcome to The"},{"speaker":"Galen Low","startTime":71.735,"endTime":73.235,"body":"Digital Project Manager"},{"speaker":"Galen Low","startTime":73.235,"endTime":75.485,"body":"podcast — the show that"},{"speaker":"Galen Low","startTime":73.235,"endTime":75.485,"body":"helps delivery leaders work"},{"speaker":"Galen Low","startTime":75.485,"endTime":78.36500000000001,"body":"smarter, deliver faster, and"},{"speaker":"Galen Low","startTime":75.485,"endTime":78.36500000000001,"body":"lead better in the age of AI."},{"speaker":"Galen Low","startTime":78.695,"endTime":81.485,"body":"I'm Galen, and every week we"},{"speaker":"Galen Low","startTime":78.695,"endTime":81.485,"body":"dive into real world strategies,"},{"speaker":"Galen Low","startTime":81.605,"endTime":84.575,"body":"new tools, proven frameworks,"},{"speaker":"Galen Low","startTime":81.605,"endTime":84.575,"body":"and the occasional war story"},{"speaker":"Galen Low","startTime":84.575,"endTime":85.745,"body":"from the project front lines."},{"speaker":"Galen Low","startTime":86.105,"endTime":88.265,"body":"Whether you're steering massive"},{"speaker":"Galen Low","startTime":86.105,"endTime":88.265,"body":"transformation projects,"},{"speaker":"Galen Low","startTime":88.395,"endTime":90.735,"body":"wrangling AI workflows,"},{"speaker":"Galen Low","startTime":88.395,"endTime":90.735,"body":"we're just trying to keep"},{"speaker":"Galen Low","startTime":90.735,"endTime":91.905,"body":"the chaos under control."},{"speaker":"Galen Low","startTime":92.175,"endTime":93.015,"body":"You're in the right place."},{"speaker":"Galen Low","startTime":93.435,"endTime":96.795,"body":"Today, we are talking about"},{"speaker":"Galen Low","startTime":93.435,"endTime":96.795,"body":"large scale AI transformation"},{"speaker":"Galen Low","startTime":96.795,"endTime":98.985,"body":"projects and what we"},{"speaker":"Galen Low","startTime":96.795,"endTime":98.985,"body":"can learn from what goes"},{"speaker":"Galen Low","startTime":98.985,"endTime":100.604,"body":"right and what goes wrong."},{"speaker":"Galen Low","startTime":100.905,"endTime":103.274,"body":"In particular, we're gonna"},{"speaker":"Galen Low","startTime":100.905,"endTime":103.274,"body":"be zeroing in on the world"},{"speaker":"Galen Low","startTime":103.274,"endTime":105.944,"body":"of customer experience where"},{"speaker":"Galen Low","startTime":103.274,"endTime":105.944,"body":"customer contact centers"},{"speaker":"Galen Low","startTime":105.944,"endTime":108.345,"body":"everywhere are trying to"},{"speaker":"Galen Low","startTime":105.944,"endTime":108.345,"body":"incorporate the right level"},{"speaker":"Galen Low","startTime":108.345,"endTime":111.104,"body":"of AI into the customer"},{"speaker":"Galen Low","startTime":108.345,"endTime":111.104,"body":"and agent experience."},{"speaker":"Galen Low","startTime":111.62,"endTime":114.65,"body":"With me today are two experts"},{"speaker":"Galen Low","startTime":111.62,"endTime":114.65,"body":"with deep expertise in both"},{"speaker":"Galen Low","startTime":114.68,"endTime":117.41,"body":"AI and change management"},{"speaker":"Galen Low","startTime":114.68,"endTime":117.41,"body":"in the CX world — Jim"},{"speaker":"Galen Low","startTime":117.41,"endTime":119.24,"body":"Iyoob and Manu Dwievedi."},{"speaker":"Galen Low","startTime":119.57000000000001,"endTime":122.9,"body":"Jim is the President of ETS Labs"},{"speaker":"Galen Low","startTime":119.57000000000001,"endTime":122.9,"body":"and the Chief Customer Officer"},{"speaker":"Galen Low","startTime":122.9,"endTime":124.28,"body":"at Etech Global Services."},{"speaker":"Galen Low","startTime":124.49,"endTime":127.7,"body":"He's my go-to person when it"},{"speaker":"Galen Low","startTime":124.49,"endTime":127.7,"body":"comes to pragmatic, straight"},{"speaker":"Galen Low","startTime":127.7,"endTime":131.0,"body":"shooting AI innovation that"},{"speaker":"Galen Low","startTime":127.7,"endTime":131.0,"body":"leads to operational excellence,"},{"speaker":"Galen Low","startTime":131.24,"endTime":133.97,"body":"and he's also a prolific author"},{"speaker":"Galen Low","startTime":131.24,"endTime":133.97,"body":"as well as a member of the"},{"speaker":"Galen Low","startTime":133.97,"endTime":136.81900000000002,"body":"advisory board for our sister"},{"speaker":"Galen Low","startTime":133.97,"endTime":136.81900000000002,"body":"publication, The CX Lead."},{"speaker":"Galen Low","startTime":137.36,"endTime":140.869,"body":"Manu is the Assistant Vice"},{"speaker":"Galen Low","startTime":137.36,"endTime":140.869,"body":"President of ETS Labs and the"},{"speaker":"Galen Low","startTime":140.869,"endTime":143.539,"body":"co-host of Etech's podcast"},{"speaker":"Galen Low","startTime":140.869,"endTime":143.539,"body":"where he does deep dive"},{"speaker":"Galen Low","startTime":143.539,"endTime":147.07999999999998,"body":"explorations into AI and CX with"},{"speaker":"Galen Low","startTime":143.539,"endTime":147.07999999999998,"body":"respected experts in the field."},{"speaker":"Galen Low","startTime":147.38,"endTime":149.78,"body":"He's also the person that I"},{"speaker":"Galen Low","startTime":147.38,"endTime":149.78,"body":"call when I get asked about"},{"speaker":"Galen Low","startTime":149.78,"endTime":151.819,"body":"enterprise scale change"},{"speaker":"Galen Low","startTime":149.78,"endTime":151.819,"body":"management challenges in"},{"speaker":"Galen Low","startTime":151.819,"endTime":153.139,"body":"the AI transformation space."},{"speaker":"Galen Low","startTime":153.44,"endTime":155.734,"body":"Jim, Manu — thanks for"},{"speaker":"Galen Low","startTime":153.44,"endTime":155.734,"body":"being with me here today."},{"speaker":"Jim Iyoob","startTime":155.855,"endTime":157.064,"body":"Thanks so"},{"speaker":"Jim Iyoob","startTime":155.855,"endTime":157.064,"body":"much for having us.."},{"speaker":"Manu Dwievedi","startTime":157.535,"endTime":157.774,"body":"Thank you."},{"speaker":"Galen Low","startTime":158.375,"endTime":161.014,"body":"I love digging"},{"speaker":"Galen Low","startTime":158.375,"endTime":161.014,"body":"into our conversations."},{"speaker":"Galen Low","startTime":161.225,"endTime":163.204,"body":"I've known you guys"},{"speaker":"Galen Low","startTime":161.225,"endTime":163.204,"body":"for a little while."},{"speaker":"Galen Low","startTime":163.475,"endTime":166.174,"body":"I expect us to zig and zag"},{"speaker":"Galen Low","startTime":163.475,"endTime":166.174,"body":"a little bit in interesting"},{"speaker":"Galen Low","startTime":166.174,"endTime":167.315,"body":"ways, and that's totally cool."},{"speaker":"Galen Low","startTime":167.315,"endTime":169.834,"body":"But just so our listeners"},{"speaker":"Galen Low","startTime":167.315,"endTime":169.834,"body":"know, here's the roadmap"},{"speaker":"Galen Low","startTime":169.834,"endTime":171.125,"body":"that I put together today."},{"speaker":"Galen Low","startTime":171.484,"endTime":174.695,"body":"I was mostly excited because"},{"speaker":"Galen Low","startTime":171.484,"endTime":174.695,"body":"you two, you're in this"},{"speaker":"Galen Low","startTime":174.695,"endTime":177.125,"body":"space, you're deep in the"},{"speaker":"Galen Low","startTime":174.695,"endTime":177.125,"body":"CX AI transformation space."},{"speaker":"Galen Low","startTime":177.125,"endTime":179.285,"body":"There's been a lot of"},{"speaker":"Galen Low","startTime":177.125,"endTime":179.285,"body":"headlines in the news lately"},{"speaker":"Galen Low","startTime":179.285,"endTime":181.715,"body":"about big companies trying"},{"speaker":"Galen Low","startTime":179.285,"endTime":181.715,"body":"to incorporate AI into"},{"speaker":"Galen Low","startTime":181.715,"endTime":182.915,"body":"their customer experience."},{"speaker":"Galen Low","startTime":183.244,"endTime":185.494,"body":"Some have a good outcome,"},{"speaker":"Galen Low","startTime":183.244,"endTime":185.494,"body":"some have a bad outcome."},{"speaker":"Galen Low","startTime":185.795,"endTime":188.614,"body":"So what I wanted to do is I"},{"speaker":"Galen Low","startTime":185.795,"endTime":188.614,"body":"wanted to start us off and"},{"speaker":"Galen Low","startTime":188.614,"endTime":191.285,"body":"just address the big elephant"},{"speaker":"Galen Low","startTime":188.614,"endTime":191.285,"body":"in the room about AI call"},{"speaker":"Galen Low","startTime":191.285,"endTime":192.484,"body":"center transformation projects."},{"speaker":"Galen Low","startTime":192.815,"endTime":195.275,"body":"And then I wanted to just"},{"speaker":"Galen Low","startTime":192.815,"endTime":195.275,"body":"get a few levels deeper in"},{"speaker":"Galen Low","startTime":195.275,"endTime":197.674,"body":"the headlines about like"},{"speaker":"Galen Low","startTime":195.275,"endTime":197.674,"body":"what is actually happening"},{"speaker":"Galen Low","startTime":197.674,"endTime":198.275,"body":"in these headlines."},{"speaker":"Galen Low","startTime":198.605,"endTime":202.1,"body":"And then I just kind of wanted"},{"speaker":"Galen Low","startTime":198.605,"endTime":202.1,"body":"to zoom out, just use CX as a"},{"speaker":"Galen Low","startTime":202.1,"endTime":203.66,"body":"lens to talk about three things."},{"speaker":"Galen Low","startTime":203.66,"endTime":206.45,"body":"I wanted to talk about, kinda"},{"speaker":"Galen Low","startTime":203.66,"endTime":206.45,"body":"like the state of AI, human"},{"speaker":"Galen Low","startTime":206.45,"endTime":207.89000000000001,"body":"hybrid business models today."},{"speaker":"Galen Low","startTime":208.1,"endTime":210.05,"body":"I know this is like a big"},{"speaker":"Galen Low","startTime":208.1,"endTime":210.05,"body":"topic, but I don't wanna"},{"speaker":"Galen Low","startTime":210.05,"endTime":210.89000000000001,"body":"just talk about the tech."},{"speaker":"Galen Low","startTime":210.89000000000001,"endTime":212.93,"body":"I wanna talk about like"},{"speaker":"Galen Low","startTime":210.89000000000001,"endTime":212.93,"body":"the cultural impact as"},{"speaker":"Galen Low","startTime":212.93,"endTime":215.12,"body":"well of like what you're"},{"speaker":"Galen Low","startTime":212.93,"endTime":215.12,"body":"seeing, boots on the ground."},{"speaker":"Galen Low","startTime":215.39000000000001,"endTime":217.31,"body":"Then I'd like to hear from"},{"speaker":"Galen Low","startTime":215.39000000000001,"endTime":217.31,"body":"you about, yeah, change"},{"speaker":"Galen Low","startTime":217.31,"endTime":219.59,"body":"management best practices"},{"speaker":"Galen Low","startTime":217.31,"endTime":219.59,"body":"around any project that's"},{"speaker":"Galen Low","startTime":219.665,"endTime":221.09,"body":"implementing AI related change."},{"speaker":"Galen Low","startTime":221.325,"endTime":223.785,"body":"And lastly, I'd like to get"},{"speaker":"Galen Low","startTime":221.325,"endTime":223.785,"body":"your thoughts on how like an"},{"speaker":"Galen Low","startTime":223.785,"endTime":226.695,"body":"individual department head"},{"speaker":"Galen Low","startTime":223.785,"endTime":226.695,"body":"or project leader should"},{"speaker":"Galen Low","startTime":226.695,"endTime":229.695,"body":"approach AI led change of this"},{"speaker":"Galen Low","startTime":226.695,"endTime":229.695,"body":"nature, especially if they're"},{"speaker":"Galen Low","startTime":229.695,"endTime":233.025,"body":"like already mid-flight in"},{"speaker":"Galen Low","startTime":229.695,"endTime":233.025,"body":"IT and how they can help make"},{"speaker":"Galen Low","startTime":233.025,"endTime":234.885,"body":"it do more good than harm."},{"speaker":"Galen Low","startTime":235.455,"endTime":236.475,"body":"How does that sound to you too?"},{"speaker":"Jim Iyoob","startTime":236.655,"endTime":237.555,"body":"That sounds awesome."},{"speaker":"Jim Iyoob","startTime":237.555,"endTime":238.755,"body":"It's gonna be a good one today."},{"speaker":"Galen Low","startTime":239.055,"endTime":240.435,"body":"Well, let's start"},{"speaker":"Galen Low","startTime":239.055,"endTime":240.435,"body":"with the hot question, and"},{"speaker":"Galen Low","startTime":241.275,"endTime":242.085,"body":"here's the way I see it."},{"speaker":"Galen Low","startTime":242.565,"endTime":245.36,"body":"Even outside of the world of"},{"speaker":"Galen Low","startTime":242.565,"endTime":245.36,"body":"customer experience, A lot of us"},{"speaker":"Galen Low","startTime":245.36,"endTime":248.27,"body":"have seen these headlines, like"},{"speaker":"Galen Low","startTime":245.36,"endTime":248.27,"body":"the one about Klarna replacing"},{"speaker":"Galen Low","startTime":248.27,"endTime":251.6,"body":"almost all of its human call"},{"speaker":"Galen Low","startTime":248.27,"endTime":251.6,"body":"center agents with AI only to"},{"speaker":"Galen Low","startTime":251.6,"endTime":254.36,"body":"like rehire most of their call"},{"speaker":"Galen Low","startTime":251.6,"endTime":254.36,"body":"center staff after a few months."},{"speaker":"Galen Low","startTime":254.66,"endTime":256.01,"body":"Other examples, just like that."},{"speaker":"Galen Low","startTime":256.25,"endTime":257.03,"body":"So here's the question."},{"speaker":"Galen Low","startTime":257.45,"endTime":260.65999999999997,"body":"When we hear about layoffs and"},{"speaker":"Galen Low","startTime":257.45,"endTime":260.65999999999997,"body":"roles that actually appear to"},{"speaker":"Galen Low","startTime":260.65999999999997,"endTime":263.99,"body":"be getting replaced by AI as a"},{"speaker":"Galen Low","startTime":260.65999999999997,"endTime":263.99,"body":"result of a big strategic pivot,"},{"speaker":"Galen Low","startTime":264.35,"endTime":266.96000000000004,"body":"how much of this is exactly what"},{"speaker":"Galen Low","startTime":264.35,"endTime":266.96000000000004,"body":"it looks like on the surface"},{"speaker":"Galen Low","startTime":267.23,"endTime":270.71000000000004,"body":"and how much is perhaps like"},{"speaker":"Galen Low","startTime":267.23,"endTime":270.71000000000004,"body":"more complicated than it seems?"},{"speaker":"Jim Iyoob","startTime":270.91999999999996,"endTime":272.93,"body":"Yeah, I'll probably"},{"speaker":"Jim Iyoob","startTime":270.91999999999996,"endTime":272.93,"body":"get in all sorts of trouble"},{"speaker":"Jim Iyoob","startTime":272.93,"endTime":276.32,"body":"for this, but in 2019, I"},{"speaker":"Jim Iyoob","startTime":272.93,"endTime":276.32,"body":"spoke in Montego Bay, Jamaica"},{"speaker":"Jim Iyoob","startTime":276.71000000000004,"endTime":278.99,"body":"and basically said, AI is"},{"speaker":"Jim Iyoob","startTime":276.71000000000004,"endTime":278.99,"body":"not replacing your people."},{"speaker":"Jim Iyoob","startTime":279.38,"endTime":281.6,"body":"But like you, you really gotta"},{"speaker":"Jim Iyoob","startTime":279.38,"endTime":281.6,"body":"think about this differently."},{"speaker":"Jim Iyoob","startTime":282.02,"endTime":285.65,"body":"You gotta be careful about"},{"speaker":"Jim Iyoob","startTime":282.02,"endTime":285.65,"body":"this fricking narrative"},{"speaker":"Jim Iyoob","startTime":285.65,"endTime":288.55999999999995,"body":"that's out there, that"},{"speaker":"Jim Iyoob","startTime":285.65,"endTime":288.55999999999995,"body":"it's eating all the jobs."},{"speaker":"Jim Iyoob","startTime":288.86,"endTime":291.605,"body":"I mean, it's a lot more"},{"speaker":"Jim Iyoob","startTime":288.86,"endTime":291.605,"body":"complicated than that."},{"speaker":"Jim Iyoob","startTime":291.78499999999997,"endTime":294.03499999999997,"body":"And I think the problem is"},{"speaker":"Jim Iyoob","startTime":291.78499999999997,"endTime":294.03499999999997,"body":"nobody wants to admit it."},{"speaker":"Jim Iyoob","startTime":294.485,"endTime":299.46500000000003,"body":"So if we look at it from"},{"speaker":"Jim Iyoob","startTime":294.485,"endTime":299.46500000000003,"body":"a holistic viewpoint, most"},{"speaker":"Jim Iyoob","startTime":299.46500000000003,"endTime":303.96500000000003,"body":"companies overcorrected when we"},{"speaker":"Jim Iyoob","startTime":299.46500000000003,"endTime":303.96500000000003,"body":"had this pandemic, so basically"},{"speaker":"Jim Iyoob","startTime":304.32500000000005,"endTime":306.155,"body":"people were showing up for work"},{"speaker":"Jim Iyoob","startTime":304.32500000000005,"endTime":306.155,"body":"'cause they were all remote."},{"speaker":"Jim Iyoob","startTime":306.155,"endTime":306.755,"body":"Let's be clear."},{"speaker":"Jim Iyoob","startTime":307.05499999999995,"endTime":309.395,"body":"So let's, hey, people"},{"speaker":"Jim Iyoob","startTime":307.05499999999995,"endTime":309.395,"body":"are showing up for work,"},{"speaker":"Jim Iyoob","startTime":309.395,"endTime":310.385,"body":"let's hire more people."},{"speaker":"Jim Iyoob","startTime":310.385,"endTime":310.83500000000004,"body":"You know?"},{"speaker":"Jim Iyoob","startTime":310.895,"endTime":313.265,"body":"And really what's happening"},{"speaker":"Jim Iyoob","startTime":310.895,"endTime":313.265,"body":"is a lot of people are just"},{"speaker":"Jim Iyoob","startTime":313.265,"endTime":314.46500000000003,"body":"right sizing right now."},{"speaker":"Jim Iyoob","startTime":314.91499999999996,"endTime":316.83500000000004,"body":"'cause you hired so many people."},{"speaker":"Jim Iyoob","startTime":317.24,"endTime":319.90999999999997,"body":"And now they're saying, we're"},{"speaker":"Jim Iyoob","startTime":317.24,"endTime":319.90999999999997,"body":"pivoting to AI, which is why"},{"speaker":"Jim Iyoob","startTime":319.90999999999997,"endTime":320.78,"body":"I'm getting rid of people."},{"speaker":"Jim Iyoob","startTime":320.84000000000003,"endTime":321.95000000000005,"body":"That's not really true."},{"speaker":"Jim Iyoob","startTime":322.28,"endTime":324.28999999999996,"body":"It's really not strategic"},{"speaker":"Jim Iyoob","startTime":322.28,"endTime":324.28999999999996,"body":"when you think about it."},{"speaker":"Jim Iyoob","startTime":324.79999999999995,"endTime":328.85,"body":"They didn't plan properly and"},{"speaker":"Jim Iyoob","startTime":324.79999999999995,"endTime":328.85,"body":"now you're reacting to what"},{"speaker":"Jim Iyoob","startTime":328.85,"endTime":329.96000000000004,"body":"the market is telling you."},{"speaker":"Jim Iyoob","startTime":330.44000000000005,"endTime":333.55999999999995,"body":"You know, I can tell you"},{"speaker":"Jim Iyoob","startTime":330.44000000000005,"endTime":333.55999999999995,"body":"Etech, as a company, we've"},{"speaker":"Jim Iyoob","startTime":333.55999999999995,"endTime":337.37,"body":"grown jobs, even with AI"},{"speaker":"Jim Iyoob","startTime":333.55999999999995,"endTime":337.37,"body":"deploying AI everywhere."},{"speaker":"Jim Iyoob","startTime":337.94000000000005,"endTime":342.47,"body":"What AI is doing now"},{"speaker":"Jim Iyoob","startTime":337.94000000000005,"endTime":342.47,"body":"in, in my opinion."},{"speaker":"Jim Iyoob","startTime":342.86,"endTime":346.28,"body":"Is really it's productivity"},{"speaker":"Jim Iyoob","startTime":342.86,"endTime":346.28,"body":"to get people to do things"},{"speaker":"Jim Iyoob","startTime":346.28,"endTime":349.93899999999996,"body":"better, faster, but it's"},{"speaker":"Jim Iyoob","startTime":346.28,"endTime":349.93899999999996,"body":"enabling them to do it."},{"speaker":"Jim Iyoob","startTime":350.41999999999996,"endTime":353.629,"body":"What it's allowing us to do"},{"speaker":"Jim Iyoob","startTime":350.41999999999996,"endTime":353.629,"body":"though, is give more skilled"},{"speaker":"Jim Iyoob","startTime":353.629,"endTime":355.519,"body":"people more roles, right?"},{"speaker":"Jim Iyoob","startTime":355.97,"endTime":358.78999999999996,"body":"And I think the companies"},{"speaker":"Jim Iyoob","startTime":355.97,"endTime":358.78999999999996,"body":"that are using these mass"},{"speaker":"Jim Iyoob","startTime":358.78999999999996,"endTime":362.42499999999995,"body":"layoffs are using that because"},{"speaker":"Jim Iyoob","startTime":358.78999999999996,"endTime":362.42499999999995,"body":"they're basically saying,"},{"speaker":"Jim Iyoob","startTime":362.44399999999996,"endTime":364.28,"body":"Hey, it's not me, it's AI."},{"speaker":"Jim Iyoob","startTime":364.28,"endTime":365.95899999999995,"body":"That's why I'm laying off"},{"speaker":"Jim Iyoob","startTime":364.28,"endTime":365.95899999999995,"body":"these people, and they"},{"speaker":"Jim Iyoob","startTime":365.95899999999995,"endTime":366.504,"body":"just think it's wrong."},{"speaker":"Jim Iyoob","startTime":367.66999999999996,"endTime":370.13,"body":"AI is always gonna"},{"speaker":"Jim Iyoob","startTime":367.66999999999996,"endTime":370.13,"body":"need human people."},{"speaker":"Jim Iyoob","startTime":370.13,"endTime":371.45000000000005,"body":"We talk about it all the time."},{"speaker":"Jim Iyoob","startTime":371.75,"endTime":372.65,"body":"Human in the loop."},{"speaker":"Jim Iyoob","startTime":373.13,"endTime":375.55999999999995,"body":"AI is only as smart as the"},{"speaker":"Jim Iyoob","startTime":373.13,"endTime":375.55999999999995,"body":"person that programmed it."},{"speaker":"Jim Iyoob","startTime":375.86,"endTime":376.61,"body":"So guess what?"},{"speaker":"Jim Iyoob","startTime":377.09000000000003,"endTime":378.55999999999995,"body":"You need people to do that."},{"speaker":"Jim Iyoob","startTime":378.95000000000005,"endTime":380.365,"body":"And that's really what"},{"speaker":"Jim Iyoob","startTime":378.95000000000005,"endTime":380.365,"body":"I'm looking at it."},{"speaker":"Jim Iyoob","startTime":381.06500000000005,"endTime":383.28499999999997,"body":"Versus what everybody"},{"speaker":"Jim Iyoob","startTime":381.06500000000005,"endTime":383.28499999999997,"body":"else is saying about it."},{"speaker":"Jim Iyoob","startTime":383.525,"endTime":386.58500000000004,"body":"Everybody's just blaming"},{"speaker":"Jim Iyoob","startTime":383.525,"endTime":386.58500000000004,"body":"AI for why I am downsizing."},{"speaker":"Jim Iyoob","startTime":386.94500000000005,"endTime":389.135,"body":"And by the way, the reason"},{"speaker":"Jim Iyoob","startTime":386.94500000000005,"endTime":389.135,"body":"you hear these stories about"},{"speaker":"Jim Iyoob","startTime":389.135,"endTime":390.725,"body":"people bringing back is"},{"speaker":"Jim Iyoob","startTime":389.135,"endTime":390.725,"body":"'cause they didn't know how to"},{"speaker":"Jim Iyoob","startTime":390.725,"endTime":391.895,"body":"deploy it in the first place."},{"speaker":"Jim Iyoob","startTime":392.135,"endTime":394.475,"body":"So instead of taking that"},{"speaker":"Jim Iyoob","startTime":392.135,"endTime":394.475,"body":"customer experience, you're"},{"speaker":"Jim Iyoob","startTime":394.475,"endTime":396.005,"body":"pissed off half your customers."},{"speaker":"Jim Iyoob","startTime":396.245,"endTime":397.17499999999995,"body":"So now guess what?"},{"speaker":"Jim Iyoob","startTime":397.17499999999995,"endTime":399.21500000000003,"body":"You gotta pivot back because"},{"speaker":"Jim Iyoob","startTime":397.17499999999995,"endTime":399.21500000000003,"body":"you didn't do it right in"},{"speaker":"Jim Iyoob","startTime":399.21500000000003,"endTime":401.31500000000005,"body":"the first place, which I'm"},{"speaker":"Jim Iyoob","startTime":399.21500000000003,"endTime":401.31500000000005,"body":"sure we're gonna talk about"},{"speaker":"Jim Iyoob","startTime":401.31500000000005,"endTime":402.365,"body":"today with change management."},{"speaker":"Galen Low","startTime":402.54499999999996,"endTime":404.405,"body":"I actually, I"},{"speaker":"Galen Low","startTime":402.54499999999996,"endTime":404.405,"body":"really like that perspective"},{"speaker":"Galen Low","startTime":404.43499999999995,"endTime":407.245,"body":"of like, the cause and"},{"speaker":"Galen Low","startTime":404.43499999999995,"endTime":407.245,"body":"effect is a longer period of"},{"speaker":"Galen Low","startTime":407.245,"endTime":408.385,"body":"time than we're looking at."},{"speaker":"Galen Low","startTime":408.595,"endTime":412.46500000000003,"body":"And also that notion that AI is"},{"speaker":"Galen Low","startTime":408.595,"endTime":412.46500000000003,"body":"being used as like an excuse."},{"speaker":"Galen Low","startTime":412.93899999999996,"endTime":415.129,"body":"And you could as you were saying"},{"speaker":"Galen Low","startTime":412.93899999999996,"endTime":415.129,"body":"that, I'm like, I can see how"},{"speaker":"Galen Low","startTime":415.129,"endTime":416.24,"body":"that works up and down, right?"},{"speaker":"Galen Low","startTime":416.24,"endTime":418.37,"body":"You're like, you've got your"},{"speaker":"Galen Low","startTime":416.24,"endTime":418.37,"body":"shareholders, and they're"},{"speaker":"Galen Low","startTime":418.37,"endTime":421.61,"body":"like, why aren't you 10 Xing"},{"speaker":"Galen Low","startTime":418.37,"endTime":421.61,"body":"shareholder value by replacing"},{"speaker":"Galen Low","startTime":421.61,"endTime":424.4,"body":"everyone with AI and on when"},{"speaker":"Galen Low","startTime":421.61,"endTime":424.4,"body":"you're looking down, you're"},{"speaker":"Galen Low","startTime":424.4,"endTime":427.54999999999995,"body":"like, okay, well also I need"},{"speaker":"Galen Low","startTime":424.4,"endTime":427.54999999999995,"body":"to justify some of the changes"},{"speaker":"Galen Low","startTime":427.54999999999995,"endTime":428.27,"body":"that we're making, whereas."},{"speaker":"Galen Low","startTime":428.745,"endTime":429.82500000000005,"body":"It is actually a correction."},{"speaker":"Galen Low","startTime":429.855,"endTime":433.515,"body":"I remember it was early 2020"},{"speaker":"Galen Low","startTime":429.855,"endTime":433.515,"body":"and like I was part of a"},{"speaker":"Galen Low","startTime":433.515,"endTime":437.145,"body":"massive layoff at a large"},{"speaker":"Galen Low","startTime":433.515,"endTime":437.145,"body":"consultancy and part of it"},{"speaker":"Galen Low","startTime":437.145,"endTime":439.93499999999995,"body":"was yeah, lockdown and like"},{"speaker":"Galen Low","startTime":437.145,"endTime":439.93499999999995,"body":"the pandemic and everything."},{"speaker":"Galen Low","startTime":439.93499999999995,"endTime":441.70500000000004,"body":"But then, you know, when"},{"speaker":"Galen Low","startTime":439.93499999999995,"endTime":441.70500000000004,"body":"I got down to it, they're"},{"speaker":"Galen Low","startTime":441.70500000000004,"endTime":443.53499999999997,"body":"like, actually, we were"},{"speaker":"Galen Low","startTime":441.70500000000004,"endTime":443.53499999999997,"body":"planning this for months."},{"speaker":"Galen Low","startTime":443.53499999999997,"endTime":445.66499999999996,"body":"It was just the circumstances"},{"speaker":"Galen Low","startTime":443.53499999999997,"endTime":445.66499999999996,"body":"that made us pull the trigger"},{"speaker":"Galen Low","startTime":445.66499999999996,"endTime":447.04499999999996,"body":"a bit sooner than we meant to."},{"speaker":"Galen Low","startTime":447.04499999999996,"endTime":450.105,"body":"Then we had planned to, but it"},{"speaker":"Galen Low","startTime":447.04499999999996,"endTime":450.105,"body":"was always the plan and I was"},{"speaker":"Galen Low","startTime":450.105,"endTime":451.125,"body":"like, oh, that's interesting."},{"speaker":"Galen Low","startTime":451.42999999999995,"endTime":454.34000000000003,"body":"And I suspect like, I'm"},{"speaker":"Galen Low","startTime":451.42999999999995,"endTime":454.34000000000003,"body":"glad that like we're talking"},{"speaker":"Galen Low","startTime":454.34000000000003,"endTime":456.35,"body":"about this 'cause I could"},{"speaker":"Galen Low","startTime":454.34000000000003,"endTime":456.35,"body":"see how that correction"},{"speaker":"Galen Low","startTime":456.40999999999997,"endTime":457.30999999999995,"body":"would take place, right?"},{"speaker":"Galen Low","startTime":457.30999999999995,"endTime":459.86,"body":"It's like, oh, well a lot of"},{"speaker":"Galen Low","startTime":457.30999999999995,"endTime":459.86,"body":"the contact centers didn't"},{"speaker":"Galen Low","startTime":459.86,"endTime":462.59000000000003,"body":"even think that they could"},{"speaker":"Galen Low","startTime":459.86,"endTime":462.59000000000003,"body":"do remote call center at the"},{"speaker":"Galen Low","startTime":462.59000000000003,"endTime":464.92999999999995,"body":"beginning of lockdown and"},{"speaker":"Galen Low","startTime":462.59000000000003,"endTime":464.92999999999995,"body":"then suddenly it worked and"},{"speaker":"Galen Low","startTime":464.92999999999995,"endTime":467.12,"body":"then you, I could just, I"},{"speaker":"Galen Low","startTime":464.92999999999995,"endTime":467.12,"body":"could imagine it perfectly."},{"speaker":"Galen Low","startTime":467.12,"endTime":468.77,"body":"Okay, you're getting"},{"speaker":"Galen Low","startTime":467.12,"endTime":468.77,"body":"like higher call volume."},{"speaker":"Galen Low","startTime":468.98,"endTime":469.82000000000005,"body":"It was hire more people."},{"speaker":"Galen Low","startTime":469.82000000000005,"endTime":470.6,"body":"It's actually easy now."},{"speaker":"Galen Low","startTime":470.6,"endTime":472.97,"body":"We don't even have to like get"},{"speaker":"Galen Low","startTime":470.6,"endTime":472.97,"body":"like workstation set up, like"},{"speaker":"Galen Low","startTime":472.97,"endTime":475.66999999999996,"body":"they're remote and actually this"},{"speaker":"Galen Low","startTime":472.97,"endTime":475.66999999999996,"body":"is like a correction of that."},{"speaker":"Galen Low","startTime":475.70000000000005,"endTime":476.74,"body":"I think that's fascinating."},{"speaker":"Manu Dwievedi","startTime":477.15999999999997,"endTime":477.95000000000005,"body":"Absolutely Galen."},{"speaker":"Manu Dwievedi","startTime":477.97,"endTime":480.28,"body":"When you think about it"},{"speaker":"Manu Dwievedi","startTime":477.97,"endTime":480.28,"body":"Watson, and just like you"},{"speaker":"Manu Dwievedi","startTime":480.28,"endTime":482.02,"body":"said about stakeholders"},{"speaker":"Manu Dwievedi","startTime":480.28,"endTime":482.02,"body":"specifically, right?"},{"speaker":"Manu Dwievedi","startTime":482.32000000000005,"endTime":484.15,"body":"What's an easiest story to tell?"},{"speaker":"Manu Dwievedi","startTime":484.48,"endTime":487.45000000000005,"body":"Is it that, Hey, I had easy"},{"speaker":"Manu Dwievedi","startTime":484.48,"endTime":487.45000000000005,"body":"money, I hired a bunch of people"},{"speaker":"Manu Dwievedi","startTime":487.45000000000005,"endTime":488.47,"body":"and I don't need them now."},{"speaker":"Manu Dwievedi","startTime":488.74,"endTime":491.74,"body":"Or is it that AI, I don't"},{"speaker":"Manu Dwievedi","startTime":488.74,"endTime":491.74,"body":"need more people now."},{"speaker":"Manu Dwievedi","startTime":492.15999999999997,"endTime":494.5,"body":"So it's, people are"},{"speaker":"Manu Dwievedi","startTime":492.15999999999997,"endTime":494.5,"body":"actually trying to just"},{"speaker":"Manu Dwievedi","startTime":494.5,"endTime":495.64,"body":"use AI as a scapegoat."},{"speaker":"Galen Low","startTime":495.88,"endTime":497.5,"body":"And that's like, it's"},{"speaker":"Galen Low","startTime":495.88,"endTime":497.5,"body":"interesting about the headlines"},{"speaker":"Galen Low","startTime":497.5,"endTime":500.83000000000004,"body":"and like what I learn about news"},{"speaker":"Galen Low","startTime":497.5,"endTime":500.83000000000004,"body":"media more and more every day"},{"speaker":"Galen Low","startTime":501.03999999999996,"endTime":502.39,"body":"is that it's political, right?"},{"speaker":"Galen Low","startTime":502.39,"endTime":504.85,"body":"Like the stuff that's in"},{"speaker":"Galen Low","startTime":502.39,"endTime":504.85,"body":"the headlines is political."},{"speaker":"Galen Low","startTime":504.85,"endTime":505.9,"body":"It's going both ways."},{"speaker":"Galen Low","startTime":506.275,"endTime":508.58500000000004,"body":"It's you're thinking about"},{"speaker":"Galen Low","startTime":506.275,"endTime":508.58500000000004,"body":"the stock or the investors,"},{"speaker":"Galen Low","startTime":508.58500000000004,"endTime":511.58500000000004,"body":"and you're also thinking"},{"speaker":"Galen Low","startTime":508.58500000000004,"endTime":511.58500000000004,"body":"about messaging to the"},{"speaker":"Galen Low","startTime":511.58500000000004,"endTime":513.835,"body":"broader population of what's"},{"speaker":"Galen Low","startTime":511.58500000000004,"endTime":513.835,"body":"happening in the world."},{"speaker":"Galen Low","startTime":514.015,"endTime":515.305,"body":"And sometimes that gets muddled."},{"speaker":"Galen Low","startTime":515.545,"endTime":519.625,"body":"And our takeaway is, oh my gosh,"},{"speaker":"Galen Low","startTime":515.545,"endTime":519.625,"body":"AI is taking all the jobs, even"},{"speaker":"Galen Low","startTime":519.625,"endTime":520.435,"body":"though it said it wouldn't."},{"speaker":"Galen Low","startTime":520.765,"endTime":523.135,"body":"Whereas the answer is some of"},{"speaker":"Galen Low","startTime":520.765,"endTime":523.135,"body":"these companies are taking away"},{"speaker":"Galen Low","startTime":523.135,"endTime":525.625,"body":"jobs that maybe they shouldn't"},{"speaker":"Galen Low","startTime":523.135,"endTime":525.625,"body":"have created in the first place,"},{"speaker":"Galen Low","startTime":525.925,"endTime":529.345,"body":"and they're gonna use AI as the"},{"speaker":"Galen Low","startTime":525.925,"endTime":529.345,"body":"excuse, which is fascinating."},{"speaker":"Galen Low","startTime":529.885,"endTime":532.195,"body":"I wanted to zoom out maybe"},{"speaker":"Galen Low","startTime":529.885,"endTime":532.195,"body":"a little bit because."},{"speaker":"Galen Low","startTime":532.54,"endTime":535.8399999999999,"body":"Folks in my network and folks"},{"speaker":"Galen Low","startTime":532.54,"endTime":535.8399999999999,"body":"who listen to the show, a"},{"speaker":"Galen Low","startTime":535.8399999999999,"endTime":538.27,"body":"lot of them are being asked"},{"speaker":"Galen Low","startTime":535.8399999999999,"endTime":538.27,"body":"to reimagine parts of their"},{"speaker":"Galen Low","startTime":538.27,"endTime":539.98,"body":"business through the lens of AI."},{"speaker":"Galen Low","startTime":539.98,"endTime":542.35,"body":"Like that's the sort of"},{"speaker":"Galen Low","startTime":539.98,"endTime":542.35,"body":"directive that they're given."},{"speaker":"Galen Low","startTime":542.35,"endTime":544.42,"body":"But when they receive"},{"speaker":"Galen Low","startTime":542.35,"endTime":544.42,"body":"those marching orders,"},{"speaker":"Galen Low","startTime":544.42,"endTime":545.5899999999999,"body":"it's like pretty vague."},{"speaker":"Galen Low","startTime":545.5899999999999,"endTime":549.8199999999999,"body":"It's more vague and like"},{"speaker":"Galen Low","startTime":545.5899999999999,"endTime":549.8199999999999,"body":"just directional than a plan."},{"speaker":"Galen Low","startTime":549.85,"endTime":552.16,"body":"And a lot of them are sort"},{"speaker":"Galen Low","startTime":549.85,"endTime":552.16,"body":"of less scratching their"},{"speaker":"Galen Low","startTime":552.16,"endTime":553.4499999999999,"body":"heads about where to start."},{"speaker":"Galen Low","startTime":553.78,"endTime":556.48,"body":"I was just, you know,"},{"speaker":"Galen Low","startTime":553.78,"endTime":556.48,"body":"thinking about contact centers"},{"speaker":"Galen Low","startTime":556.48,"endTime":557.98,"body":"and you know, AI assist."},{"speaker":"Galen Low","startTime":558.345,"endTime":559.935,"body":"And what the"},{"speaker":"Galen Low","startTime":558.345,"endTime":559.935,"body":"technology's doing there."},{"speaker":"Galen Low","startTime":560.2049999999999,"endTime":563.5649999999999,"body":"And I have been in the space"},{"speaker":"Galen Low","startTime":560.2049999999999,"endTime":563.5649999999999,"body":"for a little while, or I've"},{"speaker":"Galen Low","startTime":563.5649999999999,"endTime":566.655,"body":"touched it at least when it"},{"speaker":"Galen Low","startTime":563.5649999999999,"endTime":566.655,"body":"was kind of not super AI, it"},{"speaker":"Galen Low","startTime":566.655,"endTime":567.885,"body":"was just like chat bots, right?"},{"speaker":"Galen Low","startTime":567.9449999999999,"endTime":569.685,"body":"It was like how do we"},{"speaker":"Galen Low","startTime":567.9449999999999,"endTime":569.685,"body":"incorporate this and like"},{"speaker":"Galen Low","startTime":569.925,"endTime":572.235,"body":"create like more of a"},{"speaker":"Galen Low","startTime":569.925,"endTime":572.235,"body":"omni-channel customer experience"},{"speaker":"Galen Low","startTime":572.235,"endTime":574.3349999999999,"body":"that doesn't require like"},{"speaker":"Galen Low","startTime":572.235,"endTime":574.3349999999999,"body":"massive staffing changes."},{"speaker":"Galen Low","startTime":574.6949999999999,"endTime":577.935,"body":"But CX has always been sort"},{"speaker":"Galen Low","startTime":574.6949999999999,"endTime":577.935,"body":"of re-imagining parts of this"},{"speaker":"Galen Low","startTime":577.935,"endTime":578.985,"body":"business around technology."},{"speaker":"Galen Low","startTime":579.475,"endTime":582.175,"body":"For folks who are like just"},{"speaker":"Galen Low","startTime":579.475,"endTime":582.175,"body":"getting started when trying to"},{"speaker":"Galen Low","startTime":582.175,"endTime":586.105,"body":"imagine or reimagine a core part"},{"speaker":"Galen Low","startTime":582.175,"endTime":586.105,"body":"of a business operation using"},{"speaker":"Galen Low","startTime":586.105,"endTime":589.435,"body":"AI, what's the first thing that"},{"speaker":"Galen Low","startTime":586.105,"endTime":589.435,"body":"an organization actually should"},{"speaker":"Galen Low","startTime":589.435,"endTime":592.975,"body":"do before entering a planning"},{"speaker":"Galen Low","startTime":589.435,"endTime":592.975,"body":"and implementation phase so"},{"speaker":"Galen Low","startTime":592.975,"endTime":594.805,"body":"that when people receive it,"},{"speaker":"Galen Low","startTime":592.975,"endTime":594.805,"body":"they're not like, what do"},{"speaker":"Galen Low","startTime":594.805,"endTime":595.735,"body":"I do with this directive?"},{"speaker":"Jim Iyoob","startTime":596.0649999999999,"endTime":597.025,"body":"Yeah, it's"},{"speaker":"Jim Iyoob","startTime":596.0649999999999,"endTime":597.025,"body":"a great question."},{"speaker":"Jim Iyoob","startTime":597.025,"endTime":597.985,"body":"So I'll tell you this."},{"speaker":"Jim Iyoob","startTime":598.025,"endTime":600.655,"body":"All you CEOs out there"},{"speaker":"Jim Iyoob","startTime":598.025,"endTime":600.655,"body":"listening and all you people"},{"speaker":"Jim Iyoob","startTime":600.655,"endTime":602.8149999999999,"body":"that are bosses are telling"},{"speaker":"Jim Iyoob","startTime":600.655,"endTime":602.8149999999999,"body":"'em to automate everything."},{"speaker":"Jim Iyoob","startTime":603.0849999999999,"endTime":606.175,"body":"First of all, I have"},{"speaker":"Jim Iyoob","startTime":603.0849999999999,"endTime":606.175,"body":"this quote since 2003."},{"speaker":"Jim Iyoob","startTime":606.91,"endTime":609.31,"body":"It's not your decision to tell"},{"speaker":"Jim Iyoob","startTime":606.91,"endTime":609.31,"body":"me how to contact you if I'm"},{"speaker":"Jim Iyoob","startTime":609.31,"endTime":610.8399999999999,"body":"buying your product, it's mine."},{"speaker":"Jim Iyoob","startTime":611.29,"endTime":614.26,"body":"So number one, stop trying to"},{"speaker":"Jim Iyoob","startTime":611.29,"endTime":614.26,"body":"automate everything because"},{"speaker":"Jim Iyoob","startTime":614.26,"endTime":616.12,"body":"you're gonna just upset me"},{"speaker":"Jim Iyoob","startTime":614.26,"endTime":616.12,"body":"and I'm gonna leave you."},{"speaker":"Jim Iyoob","startTime":616.12,"endTime":618.43,"body":"In a global marketplace, I can"},{"speaker":"Jim Iyoob","startTime":616.12,"endTime":618.43,"body":"buy your product from anywhere."},{"speaker":"Jim Iyoob","startTime":618.76,"endTime":621.31,"body":"So the only thing that"},{"speaker":"Jim Iyoob","startTime":618.76,"endTime":621.31,"body":"differentiates you from anybody"},{"speaker":"Jim Iyoob","startTime":621.31,"endTime":623.29,"body":"else is the customer experience."},{"speaker":"Jim Iyoob","startTime":623.8,"endTime":626.5,"body":"And if you destroy"},{"speaker":"Jim Iyoob","startTime":623.8,"endTime":626.5,"body":"that, I'm gone."},{"speaker":"Jim Iyoob","startTime":626.89,"endTime":628.12,"body":"So that's the first"},{"speaker":"Jim Iyoob","startTime":626.89,"endTime":628.12,"body":"thing I would say."},{"speaker":"Jim Iyoob","startTime":628.39,"endTime":631.6,"body":"Number two, if you're on Kindle,"},{"speaker":"Jim Iyoob","startTime":628.39,"endTime":631.6,"body":"by the way, here's your guide."},{"speaker":"Jim Iyoob","startTime":631.6,"endTime":632.5899999999999,"body":"It's free on Kindle."},{"speaker":"Jim Iyoob","startTime":633.1,"endTime":636.49,"body":"This is my latest publication,"},{"speaker":"Jim Iyoob","startTime":633.1,"endTime":636.49,"body":"AI in the Contact Center."},{"speaker":"Jim Iyoob","startTime":636.91,"endTime":639.04,"body":"That's a good step by step"},{"speaker":"Jim Iyoob","startTime":636.91,"endTime":639.04,"body":"to tell you what to do."},{"speaker":"Jim Iyoob","startTime":639.6999999999999,"endTime":642.52,"body":"In the planning phase, I think"},{"speaker":"Jim Iyoob","startTime":639.6999999999999,"endTime":642.52,"body":"where people get it wrong"},{"speaker":"Jim Iyoob","startTime":643.0899999999999,"endTime":646.2099999999999,"body":"is they think they have to"},{"speaker":"Jim Iyoob","startTime":643.0899999999999,"endTime":646.2099999999999,"body":"automate everything, and that"},{"speaker":"Jim Iyoob","startTime":646.2099999999999,"endTime":648.16,"body":"is so far from the truth."},{"speaker":"Jim Iyoob","startTime":648.5799999999999,"endTime":651.97,"body":"You're sitting on the largest"},{"speaker":"Jim Iyoob","startTime":648.5799999999999,"endTime":651.97,"body":"data set in the planet,"},{"speaker":"Jim Iyoob","startTime":652.27,"endTime":653.65,"body":"which is your interactions."},{"speaker":"Jim Iyoob","startTime":654.1,"endTime":657.61,"body":"If you actually analyze"},{"speaker":"Jim Iyoob","startTime":654.1,"endTime":657.61,"body":"those interactions, you"},{"speaker":"Jim Iyoob","startTime":657.61,"endTime":661.0,"body":"can get low hanging fruit"},{"speaker":"Jim Iyoob","startTime":657.61,"endTime":661.0,"body":"that can be automated."},{"speaker":"Jim Iyoob","startTime":661.51,"endTime":664.54,"body":"You might lose a few people,"},{"speaker":"Jim Iyoob","startTime":661.51,"endTime":664.54,"body":"you'll improve your customer"},{"speaker":"Jim Iyoob","startTime":664.54,"endTime":667.03,"body":"experience, or at least"},{"speaker":"Jim Iyoob","startTime":664.54,"endTime":667.03,"body":"keep it the same, but give"},{"speaker":"Jim Iyoob","startTime":667.03,"endTime":668.0799999999999,"body":"customers what they want."},{"speaker":"Jim Iyoob","startTime":668.11,"endTime":669.91,"body":"That's my 2 cents on it."},{"speaker":"Jim Iyoob","startTime":669.91,"endTime":673.3,"body":"And Manu, but is much smarter"},{"speaker":"Jim Iyoob","startTime":669.91,"endTime":673.3,"body":"than me, as we all know."},{"speaker":"Jim Iyoob","startTime":673.63,"endTime":676.06,"body":"He can probably give you a"},{"speaker":"Jim Iyoob","startTime":673.63,"endTime":676.06,"body":"lot more on the, but that's"},{"speaker":"Jim Iyoob","startTime":676.06,"endTime":680.4399999999999,"body":"just my common sense is what"},{"speaker":"Jim Iyoob","startTime":676.06,"endTime":680.4399999999999,"body":"I call it, approach to it,"},{"speaker":"Jim Iyoob","startTime":680.4399999999999,"endTime":684.1,"body":"where every software company,"},{"speaker":"Jim Iyoob","startTime":680.4399999999999,"endTime":684.1,"body":"I'm, they all came to me."},{"speaker":"Jim Iyoob","startTime":684.155,"endTime":684.8149999999999,"body":"They came to me."},{"speaker":"Jim Iyoob","startTime":684.935,"endTime":686.7049999999999,"body":"I can remove all your people."},{"speaker":"Jim Iyoob","startTime":687.155,"endTime":688.115,"body":"Oh, please."},{"speaker":"Jim Iyoob","startTime":688.415,"endTime":689.255,"body":"Like you're an idiot."},{"speaker":"Jim Iyoob","startTime":690.9649999999999,"endTime":693.125,"body":"And the funny part about"},{"speaker":"Jim Iyoob","startTime":690.9649999999999,"endTime":693.125,"body":"it is the people that are"},{"speaker":"Jim Iyoob","startTime":693.125,"endTime":695.495,"body":"telling you, you can remove"},{"speaker":"Jim Iyoob","startTime":693.125,"endTime":695.495,"body":"all your people, never took"},{"speaker":"Jim Iyoob","startTime":695.495,"endTime":697.8349999999999,"body":"a call a day in their life,"},{"speaker":"Jim Iyoob","startTime":695.495,"endTime":697.8349999999999,"body":"never worked in a call center."},{"speaker":"Jim Iyoob","startTime":698.015,"endTime":700.2049999999999,"body":"And they're clueless on"},{"speaker":"Jim Iyoob","startTime":698.015,"endTime":700.2049999999999,"body":"how it actually operates."},{"speaker":"Jim Iyoob","startTime":700.4449999999999,"endTime":701.675,"body":"Manu, I'll pass it to you."},{"speaker":"Manu Dwievedi","startTime":702.1949999999999,"endTime":704.2239999999999,"body":"Galen, every time"},{"speaker":"Manu Dwievedi","startTime":702.1949999999999,"endTime":704.2239999999999,"body":"this happens, like a customer"},{"speaker":"Manu Dwievedi","startTime":704.2239999999999,"endTime":706.985,"body":"comes to us and says, Hey, I"},{"speaker":"Manu Dwievedi","startTime":704.2239999999999,"endTime":706.985,"body":"want to automate everything,"},{"speaker":"Manu Dwievedi","startTime":706.985,"endTime":709.5939999999999,"body":"because there are a lot of"},{"speaker":"Manu Dwievedi","startTime":706.985,"endTime":709.5939999999999,"body":"things that are wrong within the"},{"speaker":"Manu Dwievedi","startTime":709.625,"endTime":711.2049999999999,"body":"whatever is set up currently."},{"speaker":"Manu Dwievedi","startTime":711.655,"endTime":714.2049999999999,"body":"I go back to something that"},{"speaker":"Manu Dwievedi","startTime":711.655,"endTime":714.2049999999999,"body":"Jim has always taught us."},{"speaker":"Manu Dwievedi","startTime":714.355,"endTime":716.365,"body":"He said, if your"},{"speaker":"Manu Dwievedi","startTime":714.355,"endTime":716.365,"body":"process is broken."},{"speaker":"Manu Dwievedi","startTime":716.8589999999999,"endTime":718.2389999999999,"body":"AI is not gonna fix it."},{"speaker":"Manu Dwievedi","startTime":718.779,"endTime":720.669,"body":"AI is an efficiency tool."},{"speaker":"Manu Dwievedi","startTime":721.2389999999999,"endTime":723.0699999999999,"body":"Its automation is not"},{"speaker":"Manu Dwievedi","startTime":721.2389999999999,"endTime":723.0699999999999,"body":"gonna fix something"},{"speaker":"Manu Dwievedi","startTime":723.0699999999999,"endTime":723.999,"body":"that is already broken."},{"speaker":"Manu Dwievedi","startTime":724.149,"endTime":727.3299999999999,"body":"And I think that's inherently"},{"speaker":"Manu Dwievedi","startTime":724.149,"endTime":727.3299999999999,"body":"what's wrong with our approach."},{"speaker":"Manu Dwievedi","startTime":727.749,"endTime":731.1089999999999,"body":"When you zoom out and when"},{"speaker":"Manu Dwievedi","startTime":727.749,"endTime":731.1089999999999,"body":"you think about implementing"},{"speaker":"Manu Dwievedi","startTime":731.1089999999999,"endTime":734.499,"body":"AI, you don't implement"},{"speaker":"Manu Dwievedi","startTime":731.1089999999999,"endTime":734.499,"body":"AI to replace people."},{"speaker":"Manu Dwievedi","startTime":734.9499999999999,"endTime":738.549,"body":"You implement AI to make things"},{"speaker":"Manu Dwievedi","startTime":734.9499999999999,"endTime":738.549,"body":"better for your customers."},{"speaker":"Manu Dwievedi","startTime":739.389,"endTime":741.879,"body":"Do I want my customers to"},{"speaker":"Manu Dwievedi","startTime":739.389,"endTime":741.879,"body":"wait for 10 minutes in a"},{"speaker":"Manu Dwievedi","startTime":741.879,"endTime":745.15,"body":"queue to be able to get a"},{"speaker":"Manu Dwievedi","startTime":741.879,"endTime":745.15,"body":"small simple answer like, Hey,"},{"speaker":"Manu Dwievedi","startTime":745.2099999999999,"endTime":746.4689999999999,"body":"what's the balance on my card?"},{"speaker":"Manu Dwievedi","startTime":746.4689999999999,"endTime":747.79,"body":"Or password reset, right?"},{"speaker":"Manu Dwievedi","startTime":748.42,"endTime":751.03,"body":"Once you understand that"},{"speaker":"Manu Dwievedi","startTime":748.42,"endTime":751.03,"body":"you are automating because"},{"speaker":"Manu Dwievedi","startTime":751.03,"endTime":754.27,"body":"you want to solve your"},{"speaker":"Manu Dwievedi","startTime":751.03,"endTime":754.27,"body":"customer's problem, improve"},{"speaker":"Manu Dwievedi","startTime":754.3,"endTime":756.52,"body":"CX, the entire thing changes."},{"speaker":"Manu Dwievedi","startTime":756.7289999999999,"endTime":759.28,"body":"Now you're not thinking"},{"speaker":"Manu Dwievedi","startTime":756.7289999999999,"endTime":759.28,"body":"from that negation mindset"},{"speaker":"Manu Dwievedi","startTime":759.4889999999999,"endTime":761.5899999999999,"body":"that, Hey, I want to get"},{"speaker":"Manu Dwievedi","startTime":759.4889999999999,"endTime":761.5899999999999,"body":"rid of 200 people and that's"},{"speaker":"Manu Dwievedi","startTime":761.5899999999999,"endTime":762.4,"body":"why I'm gonna automate."},{"speaker":"Manu Dwievedi","startTime":762.6999999999999,"endTime":766.9599999999999,"body":"So one thing that people"},{"speaker":"Manu Dwievedi","startTime":762.6999999999999,"endTime":766.9599999999999,"body":"can learn is go back, get"},{"speaker":"Manu Dwievedi","startTime":766.9599999999999,"endTime":768.28,"body":"brutally honest with yourself."},{"speaker":"Manu Dwievedi","startTime":768.85,"endTime":773.77,"body":"Understand how I can help"},{"speaker":"Manu Dwievedi","startTime":768.85,"endTime":773.77,"body":"improve my customer experience"},{"speaker":"Manu Dwievedi","startTime":773.9499999999999,"endTime":776.92,"body":"and then see where you can drive"},{"speaker":"Manu Dwievedi","startTime":773.9499999999999,"endTime":776.92,"body":"that efficiency, which will"},{"speaker":"Manu Dwievedi","startTime":776.92,"endTime":778.385,"body":"result in a better sentiment."},{"speaker":"Galen Low","startTime":779.035,"endTime":779.545,"body":"I love that."},{"speaker":"Galen Low","startTime":779.545,"endTime":782.5749999999999,"body":"And like, there we go again"},{"speaker":"Galen Low","startTime":779.545,"endTime":782.5749999999999,"body":"with the idea that AI is"},{"speaker":"Galen Low","startTime":782.5749999999999,"endTime":785.2149999999999,"body":"just this sort of like,"},{"speaker":"Galen Low","startTime":782.5749999999999,"endTime":785.2149999999999,"body":"trigger for a thought that"},{"speaker":"Galen Low","startTime":785.245,"endTime":787.675,"body":"we should have been having or"},{"speaker":"Galen Low","startTime":785.245,"endTime":787.675,"body":"have been having for years."},{"speaker":"Galen Low","startTime":787.72,"endTime":790.42,"body":"When you go to process design,"},{"speaker":"Galen Low","startTime":787.72,"endTime":790.42,"body":"like, yes, we, you know, we"},{"speaker":"Galen Low","startTime":790.42,"endTime":791.86,"body":"want to become more efficient."},{"speaker":"Galen Low","startTime":791.86,"endTime":793.48,"body":"We don't wanna scale"},{"speaker":"Galen Low","startTime":791.86,"endTime":793.48,"body":"something that's broken."},{"speaker":"Galen Low","startTime":793.8399999999999,"endTime":797.41,"body":"And to that same point, it's"},{"speaker":"Galen Low","startTime":793.8399999999999,"endTime":797.41,"body":"like, well, I hear you, Jim,"},{"speaker":"Galen Low","startTime":797.41,"endTime":798.4,"body":"about like the outreach."},{"speaker":"Galen Low","startTime":798.4,"endTime":799.48,"body":"Like, I get it too."},{"speaker":"Galen Low","startTime":799.48,"endTime":799.78,"body":"Right?"},{"speaker":"Galen Low","startTime":799.78,"endTime":802.54,"body":"It's like, and you can tell"},{"speaker":"Galen Low","startTime":799.78,"endTime":802.54,"body":"that it's like the generic ones."},{"speaker":"Galen Low","startTime":802.54,"endTime":806.23,"body":"It's like as a CCO"},{"speaker":"Galen Low","startTime":802.54,"endTime":806.23,"body":"at, you know, Etech."},{"speaker":"Galen Low","startTime":806.62,"endTime":809.98,"body":"I'm assuming that you'd like"},{"speaker":"Galen Low","startTime":806.62,"endTime":809.98,"body":"to increase profit margins by,"},{"speaker":"Galen Low","startTime":809.98,"endTime":813.01,"body":"you know, a hundred percent"},{"speaker":"Galen Low","startTime":809.98,"endTime":813.01,"body":"month over month, and I can"},{"speaker":"Galen Low","startTime":813.01,"endTime":814.81,"body":"help, and you're like, no,"},{"speaker":"Galen Low","startTime":813.01,"endTime":814.81,"body":"actually that's not my goal."},{"speaker":"Galen Low","startTime":814.99,"endTime":815.56,"body":"That's not my goal."},{"speaker":"Galen Low","startTime":815.56,"endTime":818.74,"body":"Because my goal is to improve"},{"speaker":"Galen Low","startTime":815.56,"endTime":818.74,"body":"customer experience everywhere"},{"speaker":"Galen Low","startTime":819.01,"endTime":823.66,"body":"by delighting the end user,"},{"speaker":"Galen Low","startTime":819.01,"endTime":823.66,"body":"not by dictating what the"},{"speaker":"Galen Low","startTime":823.66,"endTime":825.01,"body":"end user should experience."},{"speaker":"Galen Low","startTime":825.37,"endTime":825.885,"body":"And it's funny because."},{"speaker":"Galen Low","startTime":826.645,"endTime":828.1899999999999,"body":"Thiss lag in every"},{"speaker":"Galen Low","startTime":826.645,"endTime":828.1899999999999,"body":"industry, right."},{"speaker":"Galen Low","startTime":828.1899999999999,"endTime":830.56,"body":"CX and others where, and I"},{"speaker":"Galen Low","startTime":828.1899999999999,"endTime":830.56,"body":"come from a world of like,"},{"speaker":"Galen Low","startTime":830.89,"endTime":833.77,"body":"you know, user-centric design,"},{"speaker":"Galen Low","startTime":830.89,"endTime":833.77,"body":"mostly digital, where that"},{"speaker":"Galen Low","startTime":833.77,"endTime":834.91,"body":"was sort of a big flip."},{"speaker":"Galen Low","startTime":834.91,"endTime":836.77,"body":"Like, you know, when I"},{"speaker":"Galen Low","startTime":834.91,"endTime":836.77,"body":"started in like just before"},{"speaker":"Galen Low","startTime":836.77,"endTime":839.17,"body":"the, like the 2010s where"},{"speaker":"Galen Low","startTime":836.77,"endTime":839.17,"body":"it was like, wait a minute."},{"speaker":"Galen Low","startTime":839.26,"endTime":840.88,"body":"But it's not just shove"},{"speaker":"Galen Low","startTime":839.26,"endTime":840.88,"body":"an experience down"},{"speaker":"Galen Low","startTime":840.88,"endTime":841.48,"body":"our users' throat."},{"speaker":"Galen Low","startTime":841.48,"endTime":843.73,"body":"So it's actually like,"},{"speaker":"Galen Low","startTime":841.48,"endTime":843.73,"body":"think about what they want."},{"speaker":"Galen Low","startTime":844.12,"endTime":846.28,"body":"And then I'm thinking about"},{"speaker":"Galen Low","startTime":844.12,"endTime":846.28,"body":"CX and like, you know, that"},{"speaker":"Galen Low","startTime":846.28,"endTime":848.6089999999999,"body":"the classic contact center"},{"speaker":"Galen Low","startTime":846.28,"endTime":848.6089999999999,"body":"experience where you're on"},{"speaker":"Galen Low","startTime":848.6089999999999,"endTime":849.54,"body":"hold, the music is there."},{"speaker":"Galen Low","startTime":850.259,"endTime":852.66,"body":"They're trying to route you"},{"speaker":"Galen Low","startTime":850.259,"endTime":852.66,"body":"so that you kind of get lost"},{"speaker":"Galen Low","startTime":852.66,"endTime":855.4789999999999,"body":"in the system so that maybe"},{"speaker":"Galen Low","startTime":852.66,"endTime":855.4789999999999,"body":"you'll drop off and then we"},{"speaker":"Galen Low","startTime":855.4789999999999,"endTime":857.8199999999999,"body":"won't have so much call volume"},{"speaker":"Galen Low","startTime":855.4789999999999,"endTime":857.8199999999999,"body":"and it's like, oh, great."},{"speaker":"Galen Low","startTime":857.8199999999999,"endTime":859.17,"body":"Like that wasn't the goal."},{"speaker":"Galen Low","startTime":859.17,"endTime":862.92,"body":"The goal wasn't to have"},{"speaker":"Galen Low","startTime":859.17,"endTime":862.92,"body":"fewer calls hitting agents."},{"speaker":"Galen Low","startTime":863.16,"endTime":865.7389999999999,"body":"It was to be able to"},{"speaker":"Galen Low","startTime":863.16,"endTime":865.7389999999999,"body":"like actually delight the"},{"speaker":"Galen Low","startTime":865.7389999999999,"endTime":868.41,"body":"customer, retain them, do"},{"speaker":"Galen Low","startTime":865.7389999999999,"endTime":868.41,"body":"good for your brand and"},{"speaker":"Galen Low","startTime":868.41,"endTime":869.369,"body":"do good for your people."},{"speaker":"Galen Low","startTime":870.3589999999999,"endTime":872.6999999999999,"body":"It's like the reasons to"},{"speaker":"Galen Low","startTime":870.3589999999999,"endTime":872.6999999999999,"body":"redesign, the reasons to"},{"speaker":"Galen Low","startTime":872.6999999999999,"endTime":873.4499999999999,"body":"redesign are important."},{"speaker":"Galen Low","startTime":873.66,"endTime":875.8489999999999,"body":"I guess if I were to boil"},{"speaker":"Galen Low","startTime":873.66,"endTime":875.8489999999999,"body":"it down, then I'd be like, A"},{"speaker":"Galen Low","startTime":875.8489999999999,"endTime":877.29,"body":"great place to start is not."},{"speaker":"Galen Low","startTime":877.56,"endTime":879.54,"body":"What can AI replace"},{"speaker":"Galen Low","startTime":877.56,"endTime":879.54,"body":"in our chain?"},{"speaker":"Galen Low","startTime":879.899,"endTime":882.3589999999999,"body":"A great place to start is"},{"speaker":"Galen Low","startTime":879.899,"endTime":882.3589999999999,"body":"like, what's broken that"},{"speaker":"Galen Low","startTime":882.3589999999999,"endTime":884.8199999999999,"body":"we need to fix or what's"},{"speaker":"Galen Low","startTime":882.3589999999999,"endTime":884.8199999999999,"body":"working that we need to"},{"speaker":"Galen Low","startTime":884.8199999999999,"endTime":888.5699999999999,"body":"leave alone and like what is"},{"speaker":"Galen Low","startTime":884.8199999999999,"endTime":888.5699999999999,"body":"the actual end goal for the"},{"speaker":"Galen Low","startTime":888.5699999999999,"endTime":889.8299999999999,"body":"people we're trying to serve?"},{"speaker":"Galen Low","startTime":889.8299999999999,"endTime":892.019,"body":"Whether that's, you"},{"speaker":"Galen Low","startTime":889.8299999999999,"endTime":892.019,"body":"know, internal staff or"},{"speaker":"Galen Low","startTime":892.019,"endTime":895.4399999999999,"body":"customers or you know, maybe"},{"speaker":"Galen Low","startTime":892.019,"endTime":895.4399999999999,"body":"shareholders, I don't know."},{"speaker":"Galen Low","startTime":895.4399999999999,"endTime":898.7389999999999,"body":"But it's, we kinda have to kind"},{"speaker":"Galen Low","startTime":895.4399999999999,"endTime":898.7389999999999,"body":"of take it back to the studs and"},{"speaker":"Galen Low","startTime":898.7389999999999,"endTime":902.31,"body":"figure out what the goal is, not"},{"speaker":"Galen Low","startTime":898.7389999999999,"endTime":902.31,"body":"kind of just do automation and"},{"speaker":"Galen Low","startTime":902.31,"endTime":904.0799999999999,"body":"AI for automation and AI's sake."},{"speaker":"Jim Iyoob","startTime":904.56,"endTime":905.0989999999999,"body":"Agreed."},{"speaker":"Jim Iyoob","startTime":905.639,"endTime":905.9689999999999,"body":"Absolutely."},{"speaker":"Galen Low","startTime":906.659,"endTime":908.04,"body":"I wonder if I could"},{"speaker":"Galen Low","startTime":906.659,"endTime":908.04,"body":"circle back around to the"},{"speaker":"Galen Low","startTime":908.04,"endTime":908.9399999999999,"body":"first question because like."},{"speaker":"Galen Low","startTime":909.5699999999999,"endTime":913.019,"body":"I think a lot of people are"},{"speaker":"Galen Low","startTime":909.5699999999999,"endTime":913.019,"body":"being told like a very binary"},{"speaker":"Galen Low","startTime":913.019,"endTime":917.04,"body":"story about either AI is"},{"speaker":"Galen Low","startTime":913.019,"endTime":917.04,"body":"taking over your job, or AI"},{"speaker":"Galen Low","startTime":917.04,"endTime":920.0989999999999,"body":"is your helpful intern, and I"},{"speaker":"Galen Low","startTime":917.04,"endTime":920.0989999999999,"body":"suspect that like the reality"},{"speaker":"Galen Low","startTime":920.0989999999999,"endTime":921.18,"body":"is somewhere in between."},{"speaker":"Galen Low","startTime":921.509,"endTime":924.389,"body":"I do think that like in the"},{"speaker":"Galen Low","startTime":921.509,"endTime":924.389,"body":"CX space, a lot of folks"},{"speaker":"Galen Low","startTime":924.389,"endTime":927.3299999999999,"body":"are actually ahead of other"},{"speaker":"Galen Low","startTime":924.389,"endTime":927.3299999999999,"body":"industries and you're really"},{"speaker":"Galen Low","startTime":927.3299999999999,"endTime":929.369,"body":"close to some of these"},{"speaker":"Galen Low","startTime":927.3299999999999,"endTime":929.369,"body":"transformations in that space."},{"speaker":"Galen Low","startTime":929.369,"endTime":931.05,"body":"So I thought I'd ask you like."},{"speaker":"Galen Low","startTime":931.5989999999999,"endTime":934.749,"body":"What is the state of human"},{"speaker":"Galen Low","startTime":931.5989999999999,"endTime":934.749,"body":"AI hybrid operations in"},{"speaker":"Galen Low","startTime":934.749,"endTime":936.2189999999999,"body":"contact centers around"},{"speaker":"Galen Low","startTime":934.749,"endTime":936.2189999999999,"body":"the world right now?"},{"speaker":"Galen Low","startTime":936.4599999999999,"endTime":938.4399999999999,"body":"And like what is working"},{"speaker":"Galen Low","startTime":936.4599999999999,"endTime":938.4399999999999,"body":"well and where does it"},{"speaker":"Galen Low","startTime":938.4399999999999,"endTime":939.52,"body":"have some room to grow?"},{"speaker":"Galen Low","startTime":939.79,"endTime":942.0989999999999,"body":"And just to make it even more"},{"speaker":"Galen Low","startTime":939.79,"endTime":942.0989999999999,"body":"complicated, like what are"},{"speaker":"Galen Low","startTime":942.0989999999999,"endTime":944.5899999999999,"body":"some of the implications you"},{"speaker":"Galen Low","startTime":942.0989999999999,"endTime":944.5899999999999,"body":"see for other industries?"},{"speaker":"Jim Iyoob","startTime":945.0699999999999,"endTime":948.9399999999999,"body":"So I can tell you"},{"speaker":"Jim Iyoob","startTime":945.0699999999999,"endTime":948.9399999999999,"body":"firsthand, there was a big,"},{"speaker":"Jim Iyoob","startTime":949.27,"endTime":952.869,"body":"even at Etech, we have 4,000"},{"speaker":"Jim Iyoob","startTime":949.27,"endTime":952.869,"body":"people in three countries."},{"speaker":"Jim Iyoob","startTime":953.5799999999999,"endTime":956.91,"body":"When we introduced it,"},{"speaker":"Jim Iyoob","startTime":953.5799999999999,"endTime":956.91,"body":"everybody is gonna replace me."},{"speaker":"Jim Iyoob","startTime":956.999,"endTime":959.2189999999999,"body":"You know, you're trying to get"},{"speaker":"Jim Iyoob","startTime":956.999,"endTime":959.2189999999999,"body":"rid of me, I'm not gonna help."},{"speaker":"Jim Iyoob","startTime":959.2189999999999,"endTime":961.29,"body":"I don't wanna support"},{"speaker":"Jim Iyoob","startTime":959.2189999999999,"endTime":961.29,"body":"you because your end goal"},{"speaker":"Jim Iyoob","startTime":961.499,"endTime":964.0799999999999,"body":"is to fire me, which is"},{"speaker":"Jim Iyoob","startTime":961.499,"endTime":964.0799999999999,"body":"farthest from the truth."},{"speaker":"Jim Iyoob","startTime":964.619,"endTime":965.759,"body":"Here's what we found."},{"speaker":"Jim Iyoob","startTime":966.27,"endTime":972.509,"body":"Once you teach them that,"},{"speaker":"Jim Iyoob","startTime":966.27,"endTime":972.509,"body":"my goal is to make your job"},{"speaker":"Jim Iyoob","startTime":972.509,"endTime":978.15,"body":"better, more strategic, then"},{"speaker":"Jim Iyoob","startTime":972.509,"endTime":978.15,"body":"you'll see the benefits."},{"speaker":"Jim Iyoob","startTime":978.15,"endTime":981.54,"body":"So as a live example, when"},{"speaker":"Jim Iyoob","startTime":978.15,"endTime":981.54,"body":"you get that one call."},{"speaker":"Jim Iyoob","startTime":982.2149999999999,"endTime":983.384,"body":"Two calls a day."},{"speaker":"Jim Iyoob","startTime":983.414,"endTime":984.404,"body":"They're complex."},{"speaker":"Jim Iyoob","startTime":985.185,"endTime":985.6949999999999,"body":"Let's be honest."},{"speaker":"Jim Iyoob","startTime":985.6949999999999,"endTime":986.744,"body":"You learned it in training."},{"speaker":"Jim Iyoob","startTime":987.164,"endTime":990.014,"body":"You've taken 50,000 calls"},{"speaker":"Jim Iyoob","startTime":987.164,"endTime":990.014,"body":"and this is one that you"},{"speaker":"Jim Iyoob","startTime":990.014,"endTime":991.4839999999999,"body":"got training two years ago."},{"speaker":"Jim Iyoob","startTime":991.994,"endTime":994.874,"body":"Would it make sense if I"},{"speaker":"Jim Iyoob","startTime":991.994,"endTime":994.874,"body":"give you an assistant to"},{"speaker":"Jim Iyoob","startTime":994.874,"endTime":997.4839999999999,"body":"help you with that question"},{"speaker":"Jim Iyoob","startTime":994.874,"endTime":997.4839999999999,"body":"that you get once every six"},{"speaker":"Jim Iyoob","startTime":997.4839999999999,"endTime":999.764,"body":"months, they listen to that?"},{"speaker":"Jim Iyoob","startTime":999.9739999999999,"endTime":1001.2049999999999,"body":"Because that's what"},{"speaker":"Jim Iyoob","startTime":999.9739999999999,"endTime":1001.2049999999999,"body":"I'm trying to do."},{"speaker":"Jim Iyoob","startTime":1001.805,"endTime":1004.654,"body":"Now, should I focus"},{"speaker":"Jim Iyoob","startTime":1001.805,"endTime":1004.654,"body":"that on automation?"},{"speaker":"Jim Iyoob","startTime":1004.7149999999999,"endTime":1004.9839999999999,"body":"No."},{"speaker":"Jim Iyoob","startTime":1005.014,"endTime":1007.1139999999999,"body":"'cause you only get five"},{"speaker":"Jim Iyoob","startTime":1005.014,"endTime":1007.1139999999999,"body":"of those a year, right?"},{"speaker":"Jim Iyoob","startTime":1007.2049999999999,"endTime":1010.144,"body":"But let's help the agent"},{"speaker":"Jim Iyoob","startTime":1007.2049999999999,"endTime":1010.144,"body":"with that, and then when you"},{"speaker":"Jim Iyoob","startTime":1010.144,"endTime":1011.524,"body":"show them that part of it."},{"speaker":"Jim Iyoob","startTime":1011.9739999999999,"endTime":1014.4649999999999,"body":"And then the low hanging"},{"speaker":"Jim Iyoob","startTime":1011.9739999999999,"endTime":1014.4649999999999,"body":"fruit, let's just call it"},{"speaker":"Jim Iyoob","startTime":1014.4649999999999,"endTime":1017.494,"body":"password reset for an example,"},{"speaker":"Jim Iyoob","startTime":1014.4649999999999,"endTime":1017.494,"body":"that should be automated."},{"speaker":"Jim Iyoob","startTime":1017.494,"endTime":1018.9649999999999,"body":"Let's be clear, right?"},{"speaker":"Jim Iyoob","startTime":1019.9839999999999,"endTime":1021.874,"body":"So there are companies"},{"speaker":"Jim Iyoob","startTime":1019.9839999999999,"endTime":1021.874,"body":"that still don't have it"},{"speaker":"Jim Iyoob","startTime":1021.874,"endTime":1023.0749999999999,"body":"automated, which is fine."},{"speaker":"Jim Iyoob","startTime":1023.374,"endTime":1027.094,"body":"But when you think about that,"},{"speaker":"Jim Iyoob","startTime":1023.374,"endTime":1027.094,"body":"when I take that volume away"},{"speaker":"Jim Iyoob","startTime":1027.094,"endTime":1031.925,"body":"from you agent, what it's gonna"},{"speaker":"Jim Iyoob","startTime":1027.094,"endTime":1031.925,"body":"do is it's gonna let us go to"},{"speaker":"Jim Iyoob","startTime":1031.925,"endTime":1036.695,"body":"our customer and say, Hey, now"},{"speaker":"Jim Iyoob","startTime":1031.925,"endTime":1036.695,"body":"that we saved you 30% of your"},{"speaker":"Jim Iyoob","startTime":1036.695,"endTime":1040.205,"body":"call volume, what other things"},{"speaker":"Jim Iyoob","startTime":1036.695,"endTime":1040.205,"body":"are you doing internally right"},{"speaker":"Jim Iyoob","startTime":1040.205,"endTime":1041.374,"body":"now that can be outsourced?"},{"speaker":"Jim Iyoob","startTime":1041.9750000000001,"endTime":1045.124,"body":"I can skill my agent up"},{"speaker":"Jim Iyoob","startTime":1041.9750000000001,"endTime":1045.124,"body":"now to actually handle"},{"speaker":"Jim Iyoob","startTime":1045.124,"endTime":1046.715,"body":"more complex interactions."},{"speaker":"Jim Iyoob","startTime":1047.165,"endTime":1049.805,"body":"Fraud prevention, fraud"},{"speaker":"Jim Iyoob","startTime":1047.165,"endTime":1049.805,"body":"detection, things I know you're"},{"speaker":"Jim Iyoob","startTime":1049.805,"endTime":1053.374,"body":"doing internally that can be"},{"speaker":"Jim Iyoob","startTime":1049.805,"endTime":1053.374,"body":"outsourced for less money."},{"speaker":"Jim Iyoob","startTime":1053.854,"endTime":1056.195,"body":"And that's really the"},{"speaker":"Jim Iyoob","startTime":1053.854,"endTime":1056.195,"body":"messaging that we're doing"},{"speaker":"Jim Iyoob","startTime":1056.435,"endTime":1058.024,"body":"that seems to be working."},{"speaker":"Jim Iyoob","startTime":1058.715,"endTime":1063.064,"body":"But everybody's afraid because"},{"speaker":"Jim Iyoob","startTime":1058.715,"endTime":1063.064,"body":"of, I guess they watch YouTube."},{"speaker":"Jim Iyoob","startTime":1064.2649999999999,"endTime":1068.345,"body":"I'm replacing all your jobs"},{"speaker":"Jim Iyoob","startTime":1064.2649999999999,"endTime":1068.345,"body":"and you have to get over that"},{"speaker":"Jim Iyoob","startTime":1068.345,"endTime":1070.055,"body":"to say what's in it for them."},{"speaker":"Jim Iyoob","startTime":1070.504,"endTime":1072.395,"body":"My goal is not to replace you."},{"speaker":"Jim Iyoob","startTime":1072.395,"endTime":1075.665,"body":"My goal is to augment you"},{"speaker":"Jim Iyoob","startTime":1072.395,"endTime":1075.665,"body":"and then skill you up."},{"speaker":"Jim Iyoob","startTime":1076.115,"endTime":1079.175,"body":"So to give you a life example,"},{"speaker":"Jim Iyoob","startTime":1076.115,"endTime":1079.175,"body":"Manu was an agent 10 years ago."},{"speaker":"Jim Iyoob","startTime":1079.625,"endTime":1080.735,"body":"He's an AVP today."},{"speaker":"Galen Low","startTime":1081.3039999999999,"endTime":1082.655,"body":"You"},{"speaker":"Galen Low","startTime":1081.3039999999999,"endTime":1082.655,"body":"yourself are an agent."},{"speaker":"Galen Low","startTime":1083.0149999999999,"endTime":1084.0339999999999,"body":"You started on the floor."},{"speaker":"Jim Iyoob","startTime":1084.185,"endTime":1087.245,"body":"I had green screens,"},{"speaker":"Jim Iyoob","startTime":1084.185,"endTime":1087.245,"body":"so nobody remembers what those"},{"speaker":"Jim Iyoob","startTime":1087.245,"endTime":1090.4089999999999,"body":"are, but like, think about it."},{"speaker":"Jim Iyoob","startTime":1090.87,"endTime":1095.059,"body":"If Manu didn't learn more"},{"speaker":"Jim Iyoob","startTime":1090.87,"endTime":1095.059,"body":"things, he'd never be"},{"speaker":"Jim Iyoob","startTime":1095.059,"endTime":1096.649,"body":"sitting in an AVP role now."},{"speaker":"Jim Iyoob","startTime":1096.979,"endTime":1101.299,"body":"He challenged himself to learn"},{"speaker":"Jim Iyoob","startTime":1096.979,"endTime":1101.299,"body":"new technologies, embrace them,"},{"speaker":"Jim Iyoob","startTime":1101.719,"endTime":1104.239,"body":"and learn what he could, do"},{"speaker":"Jim Iyoob","startTime":1101.719,"endTime":1104.239,"body":"more complex stuff, which is why"},{"speaker":"Jim Iyoob","startTime":1104.239,"endTime":1105.709,"body":"he's so successful what he does."},{"speaker":"Jim Iyoob","startTime":1106.099,"endTime":1108.499,"body":"And that's really the messaging"},{"speaker":"Jim Iyoob","startTime":1106.099,"endTime":1108.499,"body":"that has, 'cause you're"},{"speaker":"Jim Iyoob","startTime":1108.499,"endTime":1112.639,"body":"always gonna have people, I"},{"speaker":"Jim Iyoob","startTime":1108.499,"endTime":1112.639,"body":"have a customer that has 99%"},{"speaker":"Jim Iyoob","startTime":1112.699,"endTime":1114.139,"body":"containment in their IVR."},{"speaker":"Jim Iyoob","startTime":1114.529,"endTime":1118.369,"body":"So think about it, 99% of the"},{"speaker":"Jim Iyoob","startTime":1114.529,"endTime":1118.369,"body":"interactions are contained"},{"speaker":"Jim Iyoob","startTime":1118.369,"endTime":1120.104,"body":"in the IVR, which means"},{"speaker":"Jim Iyoob","startTime":1118.369,"endTime":1120.104,"body":"never hits a human being."},{"speaker":"Jim Iyoob","startTime":1120.769,"endTime":1123.979,"body":"I still have 135 agents"},{"speaker":"Jim Iyoob","startTime":1120.769,"endTime":1123.979,"body":"answering those calls, that"},{"speaker":"Jim Iyoob","startTime":1123.979,"endTime":1126.529,"body":"1% because an IVR can't do it."},{"speaker":"Galen Low","startTime":1126.709,"endTime":1128.57,"body":"And those are"},{"speaker":"Galen Low","startTime":1126.709,"endTime":1128.57,"body":"the high value interactions"},{"speaker":"Galen Low","startTime":1128.57,"endTime":1129.799,"body":"because the IVR can't do it."},{"speaker":"Galen Low","startTime":1130.1299999999999,"endTime":1130.519,"body":"Correct?"},{"speaker":"Galen Low","startTime":1130.519,"endTime":1130.529,"body":"Correct."},{"speaker":"Galen Low","startTime":1131.029,"endTime":1132.9089999999999,"body":"It's interesting what you're"},{"speaker":"Galen Low","startTime":1131.029,"endTime":1132.9089999999999,"body":"saying too, because random"},{"speaker":"Galen Low","startTime":1132.9089999999999,"endTime":1135.039,"body":"context for our listeners,"},{"speaker":"Galen Low","startTime":1132.9089999999999,"endTime":1135.039,"body":"one of my first jobs at a"},{"speaker":"Galen Low","startTime":1135.039,"endTime":1139.1499999999999,"body":"university was actually eBay"},{"speaker":"Galen Low","startTime":1135.039,"endTime":1139.1499999999999,"body":"Investigations contact center,"},{"speaker":"Galen Low","startTime":1139.4189999999999,"endTime":1142.3899999999999,"body":"where we were kind of like"},{"speaker":"Galen Low","startTime":1139.4189999999999,"endTime":1142.3899999999999,"body":"looking at the fraud folks, you"},{"speaker":"Galen Low","startTime":1142.3899999999999,"endTime":1143.59,"body":"know, we were the specialists."},{"speaker":"Galen Low","startTime":1143.9189999999999,"endTime":1144.8799999999999,"body":"It was an email center."},{"speaker":"Galen Low","startTime":1144.8799999999999,"endTime":1145.779,"body":"I wasn't on the phones."},{"speaker":"Galen Low","startTime":1145.779,"endTime":1148.9289999999999,"body":"But what was true about"},{"speaker":"Galen Low","startTime":1145.779,"endTime":1148.9289999999999,"body":"the organizational sort of."},{"speaker":"Galen Low","startTime":1149.5149999999999,"endTime":1152.364,"body":"Org chart at the time was that"},{"speaker":"Galen Low","startTime":1149.5149999999999,"endTime":1152.364,"body":"specialists, were a small team."},{"speaker":"Galen Low","startTime":1152.844,"endTime":1155.334,"body":"It's like the generalists that"},{"speaker":"Galen Low","startTime":1152.844,"endTime":1155.334,"body":"are, you know, doing the like,"},{"speaker":"Galen Low","startTime":1155.364,"endTime":1158.7549999999999,"body":"you know, copy paste template,"},{"speaker":"Galen Low","startTime":1155.364,"endTime":1158.7549999999999,"body":"password resets or you know,"},{"speaker":"Galen Low","startTime":1158.965,"endTime":1160.225,"body":"low level customer support."},{"speaker":"Galen Low","startTime":1160.374,"endTime":1161.124,"body":"That was a big team."},{"speaker":"Galen Low","startTime":1161.425,"endTime":1163.374,"body":"And then like our team"},{"speaker":"Galen Low","startTime":1161.425,"endTime":1163.374,"body":"was the smaller team."},{"speaker":"Galen Low","startTime":1163.435,"endTime":1165.445,"body":"And I could see how that"},{"speaker":"Galen Low","startTime":1163.435,"endTime":1165.445,"body":"could be like, oh great,"},{"speaker":"Galen Low","startTime":1165.445,"endTime":1167.245,"body":"yeah, you're gonna elevate me."},{"speaker":"Galen Low","startTime":1167.425,"endTime":1170.665,"body":"But I see that the"},{"speaker":"Galen Low","startTime":1167.425,"endTime":1170.665,"body":"triangle, you know, upwards,"},{"speaker":"Galen Low","startTime":1170.7839999999999,"endTime":1171.864,"body":"there's fewer roles."},{"speaker":"Galen Low","startTime":1171.864,"endTime":1174.864,"body":"So that definitely still gonna"},{"speaker":"Galen Low","startTime":1171.864,"endTime":1174.864,"body":"mean less jobs for me, Jim."},{"speaker":"Galen Low","startTime":1175.2839999999999,"endTime":1176.574,"body":"So I could see it"},{"speaker":"Galen Low","startTime":1175.2839999999999,"endTime":1176.574,"body":"from that angle."},{"speaker":"Galen Low","startTime":1176.574,"endTime":1178.705,"body":"But I also like the sort of"},{"speaker":"Galen Low","startTime":1176.574,"endTime":1178.705,"body":"the flip side, which is like."},{"speaker":"Galen Low","startTime":1179.139,"endTime":1181.329,"body":"Maybe even to put it another"},{"speaker":"Galen Low","startTime":1179.139,"endTime":1181.329,"body":"way, it's like if you're being"},{"speaker":"Galen Low","startTime":1181.329,"endTime":1184.299,"body":"told, yeah, don't worry, you're"},{"speaker":"Galen Low","startTime":1181.329,"endTime":1184.299,"body":"gonna like add more value and"},{"speaker":"Galen Low","startTime":1184.299,"endTime":1187.1789999999999,"body":"be more strategic, but you're"},{"speaker":"Galen Low","startTime":1184.299,"endTime":1187.1789999999999,"body":"not being given any training"},{"speaker":"Galen Low","startTime":1187.479,"endTime":1190.389,"body":"to actually do any of those"},{"speaker":"Galen Low","startTime":1187.479,"endTime":1190.389,"body":"things, then that actually might"},{"speaker":"Galen Low","startTime":1190.389,"endTime":1193.329,"body":"be a signal that maybe there's"},{"speaker":"Galen Low","startTime":1190.389,"endTime":1193.329,"body":"something more going on there."},{"speaker":"Galen Low","startTime":1193.329,"endTime":1195.279,"body":"Maybe you shouldn't trust"},{"speaker":"Galen Low","startTime":1193.329,"endTime":1195.279,"body":"that message as much, but"},{"speaker":"Galen Low","startTime":1195.6689999999999,"endTime":1197.4089999999999,"body":"if you're an organization,"},{"speaker":"Galen Low","startTime":1195.6689999999999,"endTime":1197.4089999999999,"body":"if you're leading an"},{"speaker":"Galen Low","startTime":1197.4089999999999,"endTime":1198.6689999999999,"body":"organization that wants."},{"speaker":"Galen Low","startTime":1199.089,"endTime":1201.8799999999999,"body":"To level these people up, then"},{"speaker":"Galen Low","startTime":1199.089,"endTime":1201.8799999999999,"body":"I think it is a matter of like"},{"speaker":"Galen Low","startTime":1201.8799999999999,"endTime":1204.189,"body":"showing them that there is gonna"},{"speaker":"Galen Low","startTime":1201.8799999999999,"endTime":1204.189,"body":"be enough opportunity up there."},{"speaker":"Galen Low","startTime":1204.189,"endTime":1206.949,"body":"It's not gonna sort of narrow"},{"speaker":"Galen Low","startTime":1204.189,"endTime":1206.949,"body":"and that you are gonna support"},{"speaker":"Galen Low","startTime":1206.949,"endTime":1207.969,"body":"them by providing training."},{"speaker":"Galen Low","startTime":1207.969,"endTime":1209.589,"body":"They don't have to go and"},{"speaker":"Galen Low","startTime":1207.969,"endTime":1209.589,"body":"figure it out on YouTube,"},{"speaker":"Galen Low","startTime":1209.589,"endTime":1210.459,"body":"which is a hundred percent."},{"speaker":"Galen Low","startTime":1210.464,"endTime":1211.6589999999999,"body":"Frankly, what a lot"},{"speaker":"Galen Low","startTime":1210.464,"endTime":1211.6589999999999,"body":"of people are doing."},{"speaker":"Galen Low","startTime":1211.6589999999999,"endTime":1214.689,"body":"They're like, I know searching"},{"speaker":"Galen Low","startTime":1211.6589999999999,"endTime":1214.689,"body":"be more strategic in my role"},{"speaker":"Galen Low","startTime":1214.689,"endTime":1217.1789999999999,"body":"on YouTube and or TikTok"},{"speaker":"Galen Low","startTime":1214.689,"endTime":1217.1789999999999,"body":"and hoping for the best."},{"speaker":"Galen Low","startTime":1217.1789999999999,"endTime":1219.399,"body":"Like is not exactly I think"},{"speaker":"Galen Low","startTime":1217.1789999999999,"endTime":1219.399,"body":"what would be healthy for"},{"speaker":"Galen Low","startTime":1219.6689999999999,"endTime":1220.809,"body":"the workforce at large."},{"speaker":"Galen Low","startTime":1221.229,"endTime":1223.059,"body":"And I guess like the other"},{"speaker":"Galen Low","startTime":1221.229,"endTime":1223.059,"body":"side of it too, like you"},{"speaker":"Galen Low","startTime":1223.059,"endTime":1225.369,"body":"mentioned this, some of"},{"speaker":"Galen Low","startTime":1223.059,"endTime":1225.369,"body":"it's automation, right?"},{"speaker":"Galen Low","startTime":1225.369,"endTime":1226.089,"body":"Password reset."},{"speaker":"Galen Low","startTime":1226.494,"endTime":1228.444,"body":"Those things are gonna happen"},{"speaker":"Galen Low","startTime":1226.494,"endTime":1228.444,"body":"and that just goes away."},{"speaker":"Galen Low","startTime":1228.444,"endTime":1230.364,"body":"It gets delegated and you start"},{"speaker":"Galen Low","startTime":1228.444,"endTime":1230.364,"body":"doing, you know, a different"},{"speaker":"Galen Low","startTime":1230.364,"endTime":1232.004,"body":"part of your job in there."},{"speaker":"Galen Low","startTime":1232.004,"endTime":1234.704,"body":"You also mentioned like the"},{"speaker":"Galen Low","startTime":1232.004,"endTime":1234.704,"body":"sort of like assistant, right?"},{"speaker":"Galen Low","startTime":1234.704,"endTime":1237.614,"body":"Like the AI assist of something"},{"speaker":"Galen Low","startTime":1234.704,"endTime":1237.614,"body":"kind of popping up on your"},{"speaker":"Galen Low","startTime":1237.614,"endTime":1240.7939999999999,"body":"screen going like, Hey, this"},{"speaker":"Galen Low","startTime":1237.614,"endTime":1240.7939999999999,"body":"question you don't get often,"},{"speaker":"Galen Low","startTime":1240.824,"endTime":1242.954,"body":"like last time you got trained"},{"speaker":"Galen Low","startTime":1240.824,"endTime":1242.954,"body":"on it was like two years ago."},{"speaker":"Galen Low","startTime":1242.954,"endTime":1244.934,"body":"Here's like the script and"},{"speaker":"Galen Low","startTime":1242.954,"endTime":1244.934,"body":"the policy and like, you know,"},{"speaker":"Galen Low","startTime":1244.934,"endTime":1248.384,"body":"here's what you ought to do"},{"speaker":"Galen Low","startTime":1244.934,"endTime":1248.384,"body":"because it happens rarely, but"},{"speaker":"Galen Low","startTime":1248.384,"endTime":1251.324,"body":"it is high value and I thought"},{"speaker":"Galen Low","startTime":1248.384,"endTime":1251.324,"body":"that was a really interesting."},{"speaker":"Galen Low","startTime":1251.864,"endTime":1254.114,"body":"If I was to kind of take"},{"speaker":"Galen Low","startTime":1251.864,"endTime":1254.114,"body":"that lens and look at it"},{"speaker":"Galen Low","startTime":1254.114,"endTime":1256.574,"body":"from the point of view of"},{"speaker":"Galen Low","startTime":1254.114,"endTime":1256.574,"body":"like, you know, a lot of my"},{"speaker":"Galen Low","startTime":1256.574,"endTime":1259.754,"body":"listeners are project managers"},{"speaker":"Galen Low","startTime":1256.574,"endTime":1259.754,"body":"or they're leading teams or"},{"speaker":"Galen Low","startTime":1259.754,"endTime":1262.664,"body":"project managers, a lot of"},{"speaker":"Galen Low","startTime":1259.754,"endTime":1262.664,"body":"them are in the digital space."},{"speaker":"Galen Low","startTime":1262.964,"endTime":1264.944,"body":"They're trying to figure"},{"speaker":"Galen Low","startTime":1262.964,"endTime":1264.944,"body":"out the sort of like hybrid"},{"speaker":"Galen Low","startTime":1264.944,"endTime":1267.824,"body":"way of working internally"},{"speaker":"Galen Low","startTime":1264.944,"endTime":1267.824,"body":"and sort of externally in"},{"speaker":"Galen Low","startTime":1267.824,"endTime":1270.014,"body":"terms of like the projects"},{"speaker":"Galen Low","startTime":1267.824,"endTime":1270.014,"body":"are delivering that value."},{"speaker":"Galen Low","startTime":1270.224,"endTime":1273.074,"body":"They might even be implementing"},{"speaker":"Galen Low","startTime":1270.224,"endTime":1273.074,"body":"a project where they're"},{"speaker":"Galen Low","startTime":1273.074,"endTime":1274.3039999999999,"body":"bringing AI into a workflow."},{"speaker":"Galen Low","startTime":1274.904,"endTime":1278.894,"body":"But do you find that also"},{"speaker":"Galen Low","startTime":1274.904,"endTime":1278.894,"body":"gets some, like pushback in"},{"speaker":"Galen Low","startTime":1279.014,"endTime":1282.0439999999999,"body":"when you're training agents"},{"speaker":"Galen Low","startTime":1279.014,"endTime":1282.0439999999999,"body":"to be like, okay, you would"},{"speaker":"Galen Low","startTime":1282.0439999999999,"endTime":1285.664,"body":"normally right, like a"},{"speaker":"Galen Low","startTime":1282.0439999999999,"endTime":1285.664,"body":"veteran contact center agent"},{"speaker":"Galen Low","startTime":1285.664,"endTime":1286.834,"body":"who came from green screen."},{"speaker":"Galen Low","startTime":1287.074,"endTime":1289.0539999999999,"body":"You have this new thing that's"},{"speaker":"Galen Low","startTime":1287.074,"endTime":1289.0539999999999,"body":"gonna pop up like clippy, you're"},{"speaker":"Galen Low","startTime":1289.0539999999999,"endTime":1290.464,"body":"gonna be like, Hey, it looks"},{"speaker":"Galen Low","startTime":1289.0539999999999,"endTime":1290.464,"body":"like you're writing a letter."},{"speaker":"Galen Low","startTime":1290.704,"endTime":1292.384,"body":"And do you find a lot"},{"speaker":"Galen Low","startTime":1290.704,"endTime":1292.384,"body":"of people being like, I"},{"speaker":"Galen Low","startTime":1292.474,"endTime":1293.014,"body":"don't need that thing."},{"speaker":"Galen Low","startTime":1293.014,"endTime":1293.5539999999999,"body":"Turn it off."},{"speaker":"Jim Iyoob","startTime":1293.914,"endTime":1296.404,"body":"I don't see"},{"speaker":"Jim Iyoob","startTime":1293.914,"endTime":1296.404,"body":"too many on the complex"},{"speaker":"Jim Iyoob","startTime":1296.404,"endTime":1300.814,"body":"things because what happens"},{"speaker":"Jim Iyoob","startTime":1296.404,"endTime":1300.814,"body":"when they're not prepared?"},{"speaker":"Jim Iyoob","startTime":1300.814,"endTime":1302.134,"body":"They're going to"},{"speaker":"Jim Iyoob","startTime":1300.814,"endTime":1302.134,"body":"look at something."},{"speaker":"Jim Iyoob","startTime":1302.134,"endTime":1304.414,"body":"Let's be clear, you're not"},{"speaker":"Jim Iyoob","startTime":1302.134,"endTime":1304.414,"body":"a mastermind, that you're"},{"speaker":"Jim Iyoob","startTime":1304.414,"endTime":1305.464,"body":"gonna remember everything."},{"speaker":"Jim Iyoob","startTime":1305.884,"endTime":1308.074,"body":"So you're going to your"},{"speaker":"Jim Iyoob","startTime":1305.884,"endTime":1308.074,"body":"training manual, you're going"},{"speaker":"Jim Iyoob","startTime":1308.074,"endTime":1310.324,"body":"to your handouts, you're"},{"speaker":"Jim Iyoob","startTime":1308.074,"endTime":1310.324,"body":"going to your job aids."},{"speaker":"Jim Iyoob","startTime":1310.714,"endTime":1312.574,"body":"What if I just dropped"},{"speaker":"Jim Iyoob","startTime":1310.714,"endTime":1312.574,"body":"a job aid right in your"},{"speaker":"Jim Iyoob","startTime":1312.574,"endTime":1314.374,"body":"screen for you so you know"},{"speaker":"Jim Iyoob","startTime":1312.574,"endTime":1314.374,"body":"exactly what you're doing?"},{"speaker":"Jim Iyoob","startTime":1314.674,"endTime":1315.574,"body":"Wouldn't that help you?"},{"speaker":"Jim Iyoob","startTime":1315.964,"endTime":1317.104,"body":"Wouldn't you be less stressed?"},{"speaker":"Jim Iyoob","startTime":1317.494,"endTime":1319.264,"body":"When you wanna continue"},{"speaker":"Jim Iyoob","startTime":1317.494,"endTime":1319.264,"body":"eating your cookie that"},{"speaker":"Jim Iyoob","startTime":1319.2939999999999,"endTime":1321.364,"body":"you're not supposed to have"},{"speaker":"Jim Iyoob","startTime":1319.2939999999999,"endTime":1321.364,"body":"at your desk right now, right?"},{"speaker":"Jim Iyoob","startTime":1321.364,"endTime":1324.0339999999999,"body":"While you're doing this, I"},{"speaker":"Jim Iyoob","startTime":1321.364,"endTime":1324.0339999999999,"body":"mean, that's really what it is."},{"speaker":"Jim Iyoob","startTime":1324.394,"endTime":1326.974,"body":"And I think if you have fun"},{"speaker":"Jim Iyoob","startTime":1324.394,"endTime":1326.974,"body":"with it and explain to them"},{"speaker":"Jim Iyoob","startTime":1326.974,"endTime":1328.594,"body":"that, I think it works well."},{"speaker":"Jim Iyoob","startTime":1328.924,"endTime":1332.134,"body":"To answer your question,"},{"speaker":"Jim Iyoob","startTime":1328.924,"endTime":1332.134,"body":"there's always 1%."},{"speaker":"Jim Iyoob","startTime":1332.644,"endTime":1334.684,"body":"Doesn't matter what you do,"},{"speaker":"Jim Iyoob","startTime":1332.644,"endTime":1334.684,"body":"they're just gonna be miserable"},{"speaker":"Jim Iyoob","startTime":1334.984,"endTime":1336.184,"body":"and you can't fix those."},{"speaker":"Jim Iyoob","startTime":1336.589,"endTime":1338.819,"body":"Those are the people that"},{"speaker":"Jim Iyoob","startTime":1336.589,"endTime":1338.819,"body":"are gonna be replaced, by"},{"speaker":"Jim Iyoob","startTime":1340.879,"endTime":1342.029,"body":"the way."},{"speaker":"Manu Dwievedi","startTime":1342.319,"endTime":1345.069,"body":"In fact while Jim"},{"speaker":"Manu Dwievedi","startTime":1342.319,"endTime":1345.069,"body":"was saying this, I just recalled"},{"speaker":"Manu Dwievedi","startTime":1345.069,"endTime":1347.799,"body":"something that just happened"},{"speaker":"Manu Dwievedi","startTime":1345.069,"endTime":1347.799,"body":"on a call before this where"},{"speaker":"Manu Dwievedi","startTime":1347.799,"endTime":1349.059,"body":"you and I, we were both there."},{"speaker":"Manu Dwievedi","startTime":1349.434,"endTime":1350.921,"body":"I'll tell you a story,"},{"speaker":"Manu Dwievedi","startTime":1349.434,"endTime":1350.921,"body":"Galen, but I'll tell"},{"speaker":"Manu Dwievedi","startTime":1350.921,"endTime":1351.6689999999999,"body":"you the result first."},{"speaker":"Manu Dwievedi","startTime":1351.969,"endTime":1353.349,"body":"So there is this call happening."},{"speaker":"Manu Dwievedi","startTime":1353.349,"endTime":1355.029,"body":"A lot of people are"},{"speaker":"Manu Dwievedi","startTime":1353.349,"endTime":1355.029,"body":"sitting there and you will"},{"speaker":"Manu Dwievedi","startTime":1355.029,"endTime":1358.149,"body":"hear someone saying they"},{"speaker":"Manu Dwievedi","startTime":1355.029,"endTime":1358.149,"body":"have amazing retention."},{"speaker":"Manu Dwievedi","startTime":1358.209,"endTime":1360.009,"body":"I've not seen"},{"speaker":"Manu Dwievedi","startTime":1358.209,"endTime":1360.009,"body":"retention like this."},{"speaker":"Manu Dwievedi","startTime":1360.309,"endTime":1362.589,"body":"Agents are not"},{"speaker":"Manu Dwievedi","startTime":1360.309,"endTime":1362.589,"body":"taking easy calls."},{"speaker":"Manu Dwievedi","startTime":1362.589,"endTime":1363.729,"body":"So agents are happier."},{"speaker":"Manu Dwievedi","startTime":1364.134,"endTime":1366.084,"body":"So that's the reason I think"},{"speaker":"Manu Dwievedi","startTime":1364.134,"endTime":1366.084,"body":"they're able to retain."},{"speaker":"Manu Dwievedi","startTime":1366.5339999999999,"endTime":1367.944,"body":"Tech is working out very well."},{"speaker":"Manu Dwievedi","startTime":1367.944,"endTime":1369.234,"body":"Our customers are happy as well."},{"speaker":"Manu Dwievedi","startTime":1369.234,"endTime":1370.614,"body":"They are not waiting in queues."},{"speaker":"Manu Dwievedi","startTime":1371.094,"endTime":1372.414,"body":"And this is the"},{"speaker":"Manu Dwievedi","startTime":1371.094,"endTime":1372.414,"body":"end of the story."},{"speaker":"Manu Dwievedi","startTime":1372.474,"endTime":1376.104,"body":"But the way it started was"},{"speaker":"Manu Dwievedi","startTime":1372.474,"endTime":1376.104,"body":"you have to ensure that the"},{"speaker":"Manu Dwievedi","startTime":1376.104,"endTime":1379.314,"body":"agent is educated enough"},{"speaker":"Manu Dwievedi","startTime":1376.104,"endTime":1379.314,"body":"about AI, that the first"},{"speaker":"Manu Dwievedi","startTime":1379.314,"endTime":1382.914,"body":"experience that they have with"},{"speaker":"Manu Dwievedi","startTime":1379.314,"endTime":1382.914,"body":"AI is honest and authentic."},{"speaker":"Manu Dwievedi","startTime":1383.559,"endTime":1386.379,"body":"The moment that happens"},{"speaker":"Manu Dwievedi","startTime":1383.559,"endTime":1386.379,"body":"now they know that it's"},{"speaker":"Manu Dwievedi","startTime":1386.379,"endTime":1387.609,"body":"solving problems for me."},{"speaker":"Manu Dwievedi","startTime":1387.969,"endTime":1390.279,"body":"I don't have to go and as Jim"},{"speaker":"Manu Dwievedi","startTime":1387.969,"endTime":1390.279,"body":"saying, I don't have to go and"},{"speaker":"Manu Dwievedi","startTime":1390.279,"endTime":1391.779,"body":"look at those five PDFs, right?"},{"speaker":"Manu Dwievedi","startTime":1392.049,"endTime":1394.809,"body":"The customer said, I'm looking"},{"speaker":"Manu Dwievedi","startTime":1392.049,"endTime":1394.809,"body":"this at this information and"},{"speaker":"Manu Dwievedi","startTime":1394.809,"endTime":1395.964,"body":"my screen tells me what to say."},{"speaker":"Manu Dwievedi","startTime":1396.654,"endTime":1399.984,"body":"I don't have to answer"},{"speaker":"Manu Dwievedi","startTime":1396.654,"endTime":1399.984,"body":"those 50 calls every day"},{"speaker":"Manu Dwievedi","startTime":1400.254,"endTime":1401.154,"body":"that says the same thing."},{"speaker":"Manu Dwievedi","startTime":1401.154,"endTime":1402.384,"body":"Hey, thank you so"},{"speaker":"Manu Dwievedi","startTime":1401.154,"endTime":1402.384,"body":"much for calling me."},{"speaker":"Manu Dwievedi","startTime":1402.384,"endTime":1403.224,"body":"I reset your password."},{"speaker":"Manu Dwievedi","startTime":1403.494,"endTime":1405.574,"body":"So, doing the exact"},{"speaker":"Manu Dwievedi","startTime":1403.494,"endTime":1405.574,"body":"same thing every day."},{"speaker":"Manu Dwievedi","startTime":1405.844,"endTime":1409.144,"body":"And this is a story that we"},{"speaker":"Manu Dwievedi","startTime":1405.844,"endTime":1409.144,"body":"just came from a call where"},{"speaker":"Manu Dwievedi","startTime":1409.174,"endTime":1411.274,"body":"this is exactly what the"},{"speaker":"Manu Dwievedi","startTime":1409.174,"endTime":1411.274,"body":"customer was saying about us"},{"speaker":"Manu Dwievedi","startTime":1411.514,"endTime":1415.324,"body":"because of these changes and"},{"speaker":"Manu Dwievedi","startTime":1411.514,"endTime":1415.324,"body":"we are seeing a very positive"},{"speaker":"Manu Dwievedi","startTime":1415.324,"endTime":1417.184,"body":"shift in the demographic."},{"speaker":"Manu Dwievedi","startTime":1417.364,"endTime":1419.744,"body":"We're now people"},{"speaker":"Manu Dwievedi","startTime":1417.364,"endTime":1419.744,"body":"who understand it."},{"speaker":"Manu Dwievedi","startTime":1420.339,"endTime":1423.519,"body":"They actually want to be here"},{"speaker":"Manu Dwievedi","startTime":1420.339,"endTime":1423.519,"body":"because they know, hey, this"},{"speaker":"Manu Dwievedi","startTime":1423.699,"endTime":1426.939,"body":"job just became, you know,"},{"speaker":"Manu Dwievedi","startTime":1423.699,"endTime":1426.939,"body":"something more than that"},{"speaker":"Manu Dwievedi","startTime":1426.939,"endTime":1429.399,"body":"standard contact center job"},{"speaker":"Manu Dwievedi","startTime":1426.939,"endTime":1429.399,"body":"where I'm just picking up phone"},{"speaker":"Manu Dwievedi","startTime":1429.399,"endTime":1430.449,"body":"and answering it all the time."},{"speaker":"Galen Low","startTime":1430.779,"endTime":1431.259,"body":"I love that."},{"speaker":"Galen Low","startTime":1431.259,"endTime":1433.359,"body":"I actually remember I was"},{"speaker":"Galen Low","startTime":1431.259,"endTime":1433.359,"body":"recently at a conference"},{"speaker":"Galen Low","startTime":1433.359,"endTime":1435.849,"body":"and they put this sort"},{"speaker":"Galen Low","startTime":1433.359,"endTime":1435.849,"body":"of AI adoption chart on"},{"speaker":"Galen Low","startTime":1435.849,"endTime":1438.549,"body":"screen for their internal"},{"speaker":"Galen Low","startTime":1435.849,"endTime":1438.549,"body":"team, and the context was"},{"speaker":"Galen Low","startTime":1438.789,"endTime":1440.529,"body":"more on the coding side of"},{"speaker":"Galen Low","startTime":1438.789,"endTime":1440.529,"body":"things like using cursor."},{"speaker":"Galen Low","startTime":1441.319,"endTime":1443.709,"body":"But basically they're like,"},{"speaker":"Galen Low","startTime":1441.319,"endTime":1443.709,"body":"we did nothing differently."},{"speaker":"Galen Low","startTime":1443.709,"endTime":1446.519,"body":"We just we kept plugging along"},{"speaker":"Galen Low","startTime":1443.709,"endTime":1446.519,"body":"with sort of our messaging"},{"speaker":"Galen Low","startTime":1446.519,"endTime":1448.789,"body":"and driving adoption, and"},{"speaker":"Galen Low","startTime":1446.519,"endTime":1448.789,"body":"the line goes flat, spike."},{"speaker":"Galen Low","startTime":1449.454,"endTime":1452.094,"body":"Because I think it's that, I"},{"speaker":"Galen Low","startTime":1449.454,"endTime":1452.094,"body":"think it was like, okay, well,"},{"speaker":"Galen Low","startTime":1452.094,"endTime":1454.614,"body":"you know, like I have my doubts"},{"speaker":"Galen Low","startTime":1452.094,"endTime":1454.614,"body":"that this is like actually"},{"speaker":"Galen Low","startTime":1454.614,"endTime":1455.814,"body":"gonna make my life better."},{"speaker":"Galen Low","startTime":1456.174,"endTime":1457.7939999999999,"body":"I'm being forced"},{"speaker":"Galen Low","startTime":1456.174,"endTime":1457.7939999999999,"body":"to tinker with it."},{"speaker":"Galen Low","startTime":1457.7939999999999,"endTime":1458.7839999999999,"body":"I guess I'll use it."},{"speaker":"Galen Low","startTime":1458.7839999999999,"endTime":1459.2939999999999,"body":"Fine fine."},{"speaker":"Galen Low","startTime":1459.2939999999999,"endTime":1460.344,"body":"And you're like,"},{"speaker":"Galen Low","startTime":1459.2939999999999,"endTime":1460.344,"body":"well, wait a minute."},{"speaker":"Galen Low","startTime":1460.344,"endTime":1460.644,"body":"What?"},{"speaker":"Galen Low","startTime":1460.944,"endTime":1463.644,"body":"And then you're like, actually,"},{"speaker":"Galen Low","startTime":1460.944,"endTime":1463.644,"body":"parts of my job did get better."},{"speaker":"Galen Low","startTime":1463.644,"endTime":1465.864,"body":"And I'm gonna tell my friends,"},{"speaker":"Galen Low","startTime":1463.644,"endTime":1465.864,"body":"or my friends are gonna tell me."},{"speaker":"Galen Low","startTime":1465.864,"endTime":1467.274,"body":"And they're like,"},{"speaker":"Galen Low","startTime":1465.864,"endTime":1467.274,"body":"ah, like actually you"},{"speaker":"Galen Low","startTime":1467.274,"endTime":1467.874,"body":"should get into this."},{"speaker":"Galen Low","startTime":1467.874,"endTime":1470.244,"body":"Because like now I don't have"},{"speaker":"Galen Low","startTime":1467.874,"endTime":1470.244,"body":"to do password resets, like"},{"speaker":"Galen Low","startTime":1470.244,"endTime":1472.7939999999999,"body":"for, you know, six hours a"},{"speaker":"Galen Low","startTime":1470.244,"endTime":1472.7939999999999,"body":"day, I'm feeling more engaged."},{"speaker":"Galen Low","startTime":1472.7939999999999,"endTime":1474.104,"body":"And suddenly that"},{"speaker":"Galen Low","startTime":1472.7939999999999,"endTime":1474.104,"body":"spike I don't know."},{"speaker":"Galen Low","startTime":1474.839,"endTime":1476.9089999999999,"body":"From a change management"},{"speaker":"Galen Low","startTime":1474.839,"endTime":1476.9089999999999,"body":"perspective, like we talk"},{"speaker":"Galen Low","startTime":1476.9089999999999,"endTime":1478.589,"body":"about this valley of despair"},{"speaker":"Galen Low","startTime":1476.9089999999999,"endTime":1478.589,"body":"where people kind of get"},{"speaker":"Galen Low","startTime":1478.589,"endTime":1482.189,"body":"stuck in change that has been"},{"speaker":"Galen Low","startTime":1478.589,"endTime":1482.189,"body":"sort of pushed upon them and"},{"speaker":"Galen Low","startTime":1482.189,"endTime":1483.959,"body":"they kind of need to like"},{"speaker":"Galen Low","startTime":1482.189,"endTime":1483.959,"body":"get themselves out of it."},{"speaker":"Galen Low","startTime":1483.959,"endTime":1487.139,"body":"But this was kind of more like,"},{"speaker":"Galen Low","startTime":1483.959,"endTime":1487.139,"body":"it just seemed like a sort of"},{"speaker":"Galen Low","startTime":1487.289,"endTime":1491.069,"body":"cultural shift internally of"},{"speaker":"Galen Low","startTime":1487.289,"endTime":1491.069,"body":"like realizing the benefits"},{"speaker":"Galen Low","startTime":1491.459,"endTime":1493.649,"body":"after being told them and"},{"speaker":"Galen Low","startTime":1491.459,"endTime":1493.649,"body":"the benefits didn't change."},{"speaker":"Galen Low","startTime":1493.859,"endTime":1496.829,"body":"But once they it took them"},{"speaker":"Galen Low","startTime":1493.859,"endTime":1496.829,"body":"time to sort of realize how"},{"speaker":"Galen Low","startTime":1496.829,"endTime":1497.789,"body":"it actually impacts them."},{"speaker":"Galen Low","startTime":1498.089,"endTime":1498.884,"body":"And I like what you said about."},{"speaker":"Galen Low","startTime":1499.574,"endTime":1503.234,"body":"My first interaction with AI"},{"speaker":"Galen Low","startTime":1499.574,"endTime":1503.234,"body":"should be delightful as well."},{"speaker":"Galen Low","startTime":1503.264,"endTime":1503.5339999999999,"body":"Right?"},{"speaker":"Galen Low","startTime":1503.5339999999999,"endTime":1506.424,"body":"And like that's the true"},{"speaker":"Galen Low","startTime":1503.5339999999999,"endTime":1506.424,"body":"of the the customer in the"},{"speaker":"Galen Low","startTime":1506.424,"endTime":1508.974,"body":"customer experience and also"},{"speaker":"Galen Low","startTime":1506.424,"endTime":1508.974,"body":"like the employee for the"},{"speaker":"Galen Low","startTime":1508.974,"endTime":1512.124,"body":"employee experience, which,"},{"speaker":"Galen Low","startTime":1508.974,"endTime":1512.124,"body":"I mean, I was thinking about"},{"speaker":"Galen Low","startTime":1512.124,"endTime":1513.834,"body":"it, I was gonna ask you"},{"speaker":"Galen Low","startTime":1512.124,"endTime":1513.834,"body":"actually about like, sort of"},{"speaker":"Galen Low","startTime":1514.374,"endTime":1517.5539999999999,"body":"change management, like your"},{"speaker":"Galen Low","startTime":1514.374,"endTime":1517.5539999999999,"body":"sort of philosophy on change"},{"speaker":"Galen Low","startTime":1517.5539999999999,"endTime":1522.564,"body":"management, ETS Labs, like"},{"speaker":"Galen Low","startTime":1517.5539999999999,"endTime":1522.564,"body":"it's a services organization."},{"speaker":"Galen Low","startTime":1522.564,"endTime":1525.114,"body":"You are helping your clients"},{"speaker":"Galen Low","startTime":1522.564,"endTime":1525.114,"body":"with this, so you might"},{"speaker":"Galen Low","startTime":1525.114,"endTime":1526.314,"body":"not always get to see."},{"speaker":"Galen Low","startTime":1526.854,"endTime":1528.444,"body":"Change management"},{"speaker":"Galen Low","startTime":1526.854,"endTime":1528.444,"body":"from end to end."},{"speaker":"Galen Low","startTime":1528.504,"endTime":1531.774,"body":"But in terms of like"},{"speaker":"Galen Low","startTime":1528.504,"endTime":1531.774,"body":"recommendations that you make"},{"speaker":"Galen Low","startTime":1531.774,"endTime":1536.154,"body":"to your clients about how they"},{"speaker":"Galen Low","startTime":1531.774,"endTime":1536.154,"body":"can make or break their project"},{"speaker":"Galen Low","startTime":1536.574,"endTime":1539.364,"body":"by doing change management,"},{"speaker":"Galen Low","startTime":1536.574,"endTime":1539.364,"body":"right or wrong, like what are"},{"speaker":"Galen Low","startTime":1539.364,"endTime":1541.854,"body":"some of the things that you're"},{"speaker":"Galen Low","startTime":1539.364,"endTime":1541.854,"body":"sort of recommending to folks"},{"speaker":"Galen Low","startTime":1541.854,"endTime":1545.364,"body":"to do, like before or during"},{"speaker":"Galen Low","startTime":1541.854,"endTime":1545.364,"body":"or after an implementation of"},{"speaker":"Galen Low","startTime":1545.694,"endTime":1546.954,"body":"your services and solutions?"},{"speaker":"Jim Iyoob","startTime":1547.254,"endTime":1548.5439999999999,"body":"My news,"},{"speaker":"Jim Iyoob","startTime":1547.254,"endTime":1548.5439999999999,"body":"the brains behind that."},{"speaker":"Jim Iyoob","startTime":1548.5439999999999,"endTime":1549.564,"body":"I'll let him take that one."},{"speaker":"Manu Dwievedi","startTime":1552.894,"endTime":1553.974,"body":"I'm gonna"},{"speaker":"Manu Dwievedi","startTime":1552.894,"endTime":1553.974,"body":"start with something"},{"speaker":"Manu Dwievedi","startTime":1553.974,"endTime":1556.1789999999999,"body":"again that, you know, Jim"},{"speaker":"Manu Dwievedi","startTime":1553.974,"endTime":1556.1789999999999,"body":"always make that a soft."},{"speaker":"Manu Dwievedi","startTime":1556.779,"endTime":1559.899,"body":"If you spring up something"},{"speaker":"Manu Dwievedi","startTime":1556.779,"endTime":1559.899,"body":"on people as a surprise"},{"speaker":"Manu Dwievedi","startTime":1559.959,"endTime":1562.749,"body":"and say, Hey, this is"},{"speaker":"Manu Dwievedi","startTime":1559.959,"endTime":1562.749,"body":"AI, it's gonna help you."},{"speaker":"Manu Dwievedi","startTime":1562.869,"endTime":1565.1789999999999,"body":"There will always be doubt"},{"speaker":"Manu Dwievedi","startTime":1562.869,"endTime":1565.1789999999999,"body":"because people fear what"},{"speaker":"Manu Dwievedi","startTime":1565.1789999999999,"endTime":1567.9089999999999,"body":"they don't know, but people"},{"speaker":"Manu Dwievedi","startTime":1565.1789999999999,"endTime":1567.9089999999999,"body":"will support what they have"},{"speaker":"Manu Dwievedi","startTime":1567.9089999999999,"endTime":1570.699,"body":"helped create, and that's"},{"speaker":"Manu Dwievedi","startTime":1567.9089999999999,"endTime":1570.699,"body":"very important when it"},{"speaker":"Manu Dwievedi","startTime":1570.699,"endTime":1571.959,"body":"comes to change management."},{"speaker":"Manu Dwievedi","startTime":1572.319,"endTime":1575.6789999999999,"body":"If you buy in top down"},{"speaker":"Manu Dwievedi","startTime":1572.319,"endTime":1575.6789999999999,"body":"or bottoms up, doesn't"},{"speaker":"Manu Dwievedi","startTime":1575.6789999999999,"endTime":1579.189,"body":"matter if everybody in the"},{"speaker":"Manu Dwievedi","startTime":1575.6789999999999,"endTime":1579.189,"body":"organization is bought in."},{"speaker":"Manu Dwievedi","startTime":1579.609,"endTime":1582.789,"body":"They understand that this"},{"speaker":"Manu Dwievedi","startTime":1579.609,"endTime":1582.789,"body":"change is coming to help me"},{"speaker":"Manu Dwievedi","startTime":1583.119,"endTime":1584.799,"body":"here is how it's gonna function."},{"speaker":"Manu Dwievedi","startTime":1585.099,"endTime":1588.099,"body":"They understand AI as well so"},{"speaker":"Manu Dwievedi","startTime":1585.099,"endTime":1588.099,"body":"that it, they're not fearful"},{"speaker":"Manu Dwievedi","startTime":1588.099,"endTime":1591.039,"body":"that, Hey, it's gonna make me"},{"speaker":"Manu Dwievedi","startTime":1588.099,"endTime":1591.039,"body":"do something wrong and it's"},{"speaker":"Manu Dwievedi","startTime":1591.039,"endTime":1593.379,"body":"gonna impact me the first tier."},{"speaker":"Manu Dwievedi","startTime":1593.439,"endTime":1596.319,"body":"And in fact, you know, we"},{"speaker":"Manu Dwievedi","startTime":1593.439,"endTime":1596.319,"body":"talked about this at CCW as"},{"speaker":"Manu Dwievedi","startTime":1596.319,"endTime":1598.689,"body":"well, any AI implementation."},{"speaker":"Manu Dwievedi","startTime":1599.379,"endTime":1603.219,"body":"80% is change management"},{"speaker":"Manu Dwievedi","startTime":1599.379,"endTime":1603.219,"body":"and only 20% is technology."},{"speaker":"Manu Dwievedi","startTime":1603.269,"endTime":1604.979,"body":"You have to educate people."},{"speaker":"Manu Dwievedi","startTime":1605.309,"endTime":1608.819,"body":"You have to make sure that"},{"speaker":"Manu Dwievedi","startTime":1605.309,"endTime":1608.819,"body":"they are providing their"},{"speaker":"Manu Dwievedi","startTime":1608.879,"endTime":1610.949,"body":"own, you know, input into it."},{"speaker":"Manu Dwievedi","startTime":1611.219,"endTime":1613.289,"body":"That as an agent, this"},{"speaker":"Manu Dwievedi","startTime":1611.219,"endTime":1613.289,"body":"is what I want to do."},{"speaker":"Manu Dwievedi","startTime":1613.709,"endTime":1614.789,"body":"Think about a guild."},{"speaker":"Manu Dwievedi","startTime":1615.059,"endTime":1618.839,"body":"They are agents out there in the"},{"speaker":"Manu Dwievedi","startTime":1615.059,"endTime":1618.839,"body":"world right now that have been"},{"speaker":"Manu Dwievedi","startTime":1618.899,"endTime":1622.619,"body":"penalized for making spelling"},{"speaker":"Manu Dwievedi","startTime":1618.899,"endTime":1622.619,"body":"mistake or grammatical mistake"},{"speaker":"Manu Dwievedi","startTime":1622.829,"endTime":1626.104,"body":"on a ticket mode when you never"},{"speaker":"Manu Dwievedi","startTime":1622.829,"endTime":1626.104,"body":"have to summarize a quality."},{"speaker":"Manu Dwievedi","startTime":1626.849,"endTime":1628.499,"body":"Think about it, it's"},{"speaker":"Manu Dwievedi","startTime":1626.849,"endTime":1628.499,"body":"still happening."},{"speaker":"Manu Dwievedi","startTime":1629.039,"endTime":1631.619,"body":"So when you tell an"},{"speaker":"Manu Dwievedi","startTime":1629.039,"endTime":1631.619,"body":"agent, Hey, you know what?"},{"speaker":"Manu Dwievedi","startTime":1632.129,"endTime":1632.999,"body":"This will help you."},{"speaker":"Manu Dwievedi","startTime":1632.999,"endTime":1635.999,"body":"Make sure that you never have to"},{"speaker":"Manu Dwievedi","startTime":1632.999,"endTime":1635.999,"body":"write those notes down anymore."},{"speaker":"Manu Dwievedi","startTime":1636.479,"endTime":1638.189,"body":"You don't have to worry"},{"speaker":"Manu Dwievedi","startTime":1636.479,"endTime":1638.189,"body":"about spelling, you don't"},{"speaker":"Manu Dwievedi","startTime":1638.189,"endTime":1639.299,"body":"have to worry about grammar."},{"speaker":"Manu Dwievedi","startTime":1639.509,"endTime":1640.229,"body":"It's perfect."},{"speaker":"Manu Dwievedi","startTime":1640.259,"endTime":1642.539,"body":"It sends the notes over,"},{"speaker":"Manu Dwievedi","startTime":1640.259,"endTime":1642.539,"body":"and you can move on to"},{"speaker":"Manu Dwievedi","startTime":1642.539,"endTime":1643.619,"body":"solving next problem."},{"speaker":"Manu Dwievedi","startTime":1644.129,"endTime":1646.494,"body":"Tell me one agent who's gonna"},{"speaker":"Manu Dwievedi","startTime":1644.129,"endTime":1646.494,"body":"say that, Hey, I don't want it."},{"speaker":"Manu Dwievedi","startTime":1647.069,"endTime":1649.199,"body":"The problem is you"},{"speaker":"Manu Dwievedi","startTime":1647.069,"endTime":1649.199,"body":"never explain it."},{"speaker":"Manu Dwievedi","startTime":1649.469,"endTime":1652.259,"body":"You never educated them"},{"speaker":"Manu Dwievedi","startTime":1649.469,"endTime":1652.259,"body":"enough and now they don't"},{"speaker":"Manu Dwievedi","startTime":1652.259,"endTime":1653.399,"body":"know what's gonna happen."},{"speaker":"Manu Dwievedi","startTime":1653.699,"endTime":1656.1589999999999,"body":"They just know that they're"},{"speaker":"Manu Dwievedi","startTime":1653.699,"endTime":1656.1589999999999,"body":"including AI and there are"},{"speaker":"Manu Dwievedi","startTime":1656.189,"endTime":1659.729,"body":"all already these, you know,"},{"speaker":"Manu Dwievedi","startTime":1656.189,"endTime":1659.729,"body":"new story circling right."},{"speaker":"Manu Dwievedi","startTime":1659.729,"endTime":1662.069,"body":"I just wrote about it on"},{"speaker":"Manu Dwievedi","startTime":1659.729,"endTime":1662.069,"body":"LinkedIn a few days back."},{"speaker":"Manu Dwievedi","startTime":1662.549,"endTime":1666.864,"body":"There is this new story"},{"speaker":"Manu Dwievedi","startTime":1662.549,"endTime":1666.864,"body":"saying MIT's report says 95%"},{"speaker":"Manu Dwievedi","startTime":1666.864,"endTime":1668.219,"body":"of the AI project failed."},{"speaker":"Manu Dwievedi","startTime":1668.639,"endTime":1671.519,"body":"Not one person went into"},{"speaker":"Manu Dwievedi","startTime":1668.639,"endTime":1671.519,"body":"that NANDA project report"},{"speaker":"Manu Dwievedi","startTime":1671.524,"endTime":1672.364,"body":"and actually read it."},{"speaker":"Manu Dwievedi","startTime":1672.414,"endTime":1679.259,"body":"The report says that 95% of"},{"speaker":"Manu Dwievedi","startTime":1672.414,"endTime":1679.259,"body":"project that fail are because"},{"speaker":"Manu Dwievedi","startTime":1679.259,"endTime":1682.4089999999999,"body":"of change management or people"},{"speaker":"Manu Dwievedi","startTime":1679.259,"endTime":1682.4089999999999,"body":"and leadership problems."},{"speaker":"Manu Dwievedi","startTime":1682.469,"endTime":1682.559,"body":"Yep."},{"speaker":"Manu Dwievedi","startTime":1683.399,"endTime":1687.029,"body":"But the sexier story was"},{"speaker":"Manu Dwievedi","startTime":1683.399,"endTime":1687.029,"body":"saying 95% of them fail, right?"},{"speaker":"Manu Dwievedi","startTime":1687.029,"endTime":1687.119,"body":"Yep."},{"speaker":"Manu Dwievedi","startTime":1687.629,"endTime":1690.749,"body":"So that's what, so the narrative"},{"speaker":"Manu Dwievedi","startTime":1687.629,"endTime":1690.749,"body":"is being, you know, driven"},{"speaker":"Manu Dwievedi","startTime":1691.079,"endTime":1694.4089999999999,"body":"either AI fearful or, you"},{"speaker":"Manu Dwievedi","startTime":1691.079,"endTime":1694.4089999999999,"body":"know, companies saying that"},{"speaker":"Manu Dwievedi","startTime":1694.4089999999999,"endTime":1697.199,"body":"AI is doing great, and it's"},{"speaker":"Manu Dwievedi","startTime":1694.4089999999999,"endTime":1697.199,"body":"actually turning into fear"},{"speaker":"Manu Dwievedi","startTime":1697.199,"endTime":1698.399,"body":"for, you know, frontline."},{"speaker":"Manu Dwievedi","startTime":1698.759,"endTime":1700.769,"body":"So people are"},{"speaker":"Manu Dwievedi","startTime":1698.759,"endTime":1700.769,"body":"already afraid of it."},{"speaker":"Manu Dwievedi","startTime":1700.769,"endTime":1702.619,"body":"So first point"},{"speaker":"Manu Dwievedi","startTime":1700.769,"endTime":1702.619,"body":"coming back, educate."},{"speaker":"Manu Dwievedi","startTime":1703.214,"endTime":1707.234,"body":"Make sure that you understand"},{"speaker":"Manu Dwievedi","startTime":1703.214,"endTime":1707.234,"body":"what you want to implement and"},{"speaker":"Manu Dwievedi","startTime":1707.234,"endTime":1708.464,"body":"why you want to implement it."},{"speaker":"Manu Dwievedi","startTime":1708.944,"endTime":1712.214,"body":"Have a very clear and narrow"},{"speaker":"Manu Dwievedi","startTime":1708.944,"endTime":1712.214,"body":"view of your use case."},{"speaker":"Manu Dwievedi","startTime":1712.694,"endTime":1717.584,"body":"I want to implement AI because"},{"speaker":"Manu Dwievedi","startTime":1712.694,"endTime":1717.584,"body":"I want to save those 60 seconds"},{"speaker":"Manu Dwievedi","startTime":1717.854,"endTime":1722.144,"body":"that an agent takes after every"},{"speaker":"Manu Dwievedi","startTime":1717.854,"endTime":1722.144,"body":"call just to write things down."},{"speaker":"Manu Dwievedi","startTime":1722.624,"endTime":1724.514,"body":"Now you have a very"},{"speaker":"Manu Dwievedi","startTime":1722.624,"endTime":1724.514,"body":"clear use case."},{"speaker":"Manu Dwievedi","startTime":1724.844,"endTime":1727.514,"body":"It's helping your customers"},{"speaker":"Manu Dwievedi","startTime":1724.844,"endTime":1727.514,"body":"as well, because that 67"},{"speaker":"Manu Dwievedi","startTime":1727.5439999999999,"endTime":1728.564,"body":"second, where is it going?"},{"speaker":"Manu Dwievedi","startTime":1728.894,"endTime":1730.964,"body":"It's going into making"},{"speaker":"Manu Dwievedi","startTime":1728.894,"endTime":1730.964,"body":"sure the next customer"},{"speaker":"Manu Dwievedi","startTime":1730.964,"endTime":1732.464,"body":"is waiting 62nd less."},{"speaker":"Manu Dwievedi","startTime":1733.004,"endTime":1734.744,"body":"So it's helping your"},{"speaker":"Manu Dwievedi","startTime":1733.004,"endTime":1734.744,"body":"customers as well."},{"speaker":"Manu Dwievedi","startTime":1735.134,"endTime":1737.684,"body":"Also, it's helping your"},{"speaker":"Manu Dwievedi","startTime":1735.134,"endTime":1737.684,"body":"customers because now agents"},{"speaker":"Manu Dwievedi","startTime":1737.684,"endTime":1739.724,"body":"are not making grammatical"},{"speaker":"Manu Dwievedi","startTime":1737.684,"endTime":1739.724,"body":"mistake or forgetting to"},{"speaker":"Manu Dwievedi","startTime":1739.724,"endTime":1740.774,"body":"write something in a ticket."},{"speaker":"Manu Dwievedi","startTime":1741.104,"endTime":1743.864,"body":"So when the next agent picks"},{"speaker":"Manu Dwievedi","startTime":1741.104,"endTime":1743.864,"body":"up a call, anytime they would"},{"speaker":"Manu Dwievedi","startTime":1743.864,"endTime":1745.184,"body":"know exactly what the issue was."},{"speaker":"Manu Dwievedi","startTime":1745.514,"endTime":1747.164,"body":"And what is all of this doing?"},{"speaker":"Manu Dwievedi","startTime":1747.404,"endTime":1749.684,"body":"It's saving your"},{"speaker":"Manu Dwievedi","startTime":1747.404,"endTime":1749.684,"body":"62nd every call."},{"speaker":"Galen Low","startTime":1749.984,"endTime":1751.724,"body":"And not getting"},{"speaker":"Galen Low","startTime":1749.984,"endTime":1751.724,"body":"penalized for having a typo."},{"speaker":"Manu Dwievedi","startTime":1751.724,"endTime":1753.464,"body":"Exactly,"},{"speaker":"Manu Dwievedi","startTime":1751.724,"endTime":1753.464,"body":"and not getting penalized."},{"speaker":"Manu Dwievedi","startTime":1753.764,"endTime":1757.814,"body":"So as a company, you have just"},{"speaker":"Manu Dwievedi","startTime":1753.764,"endTime":1757.814,"body":"solved the problem for your"},{"speaker":"Manu Dwievedi","startTime":1757.814,"endTime":1761.234,"body":"people, for your customers,"},{"speaker":"Manu Dwievedi","startTime":1757.814,"endTime":1761.234,"body":"and made money off it."},{"speaker":"Manu Dwievedi","startTime":1761.849,"endTime":1764.129,"body":"So when you manage change"},{"speaker":"Manu Dwievedi","startTime":1761.849,"endTime":1764.129,"body":"management this way."},{"speaker":"Manu Dwievedi","startTime":1764.714,"endTime":1768.974,"body":"You educate people, you find"},{"speaker":"Manu Dwievedi","startTime":1764.714,"endTime":1768.974,"body":"right use cases, you go very"},{"speaker":"Manu Dwievedi","startTime":1768.974,"endTime":1772.274,"body":"narrow, implement it, irate,"},{"speaker":"Manu Dwievedi","startTime":1768.974,"endTime":1772.274,"body":"fix what's the issue is,"},{"speaker":"Manu Dwievedi","startTime":1772.514,"endTime":1775.964,"body":"and then go, you know, wide"},{"speaker":"Manu Dwievedi","startTime":1772.514,"endTime":1775.964,"body":"and try to build the ocean."},{"speaker":"Manu Dwievedi","startTime":1776.204,"endTime":1777.434,"body":"It always works out."},{"speaker":"Manu Dwievedi","startTime":1777.434,"endTime":1778.634,"body":"That's what we are"},{"speaker":"Manu Dwievedi","startTime":1777.434,"endTime":1778.634,"body":"seeing everywhere."},{"speaker":"Galen Low","startTime":1779.084,"endTime":1780.164,"body":"You know, it's"},{"speaker":"Galen Low","startTime":1779.084,"endTime":1780.164,"body":"funny you mentioned about"},{"speaker":"Galen Low","startTime":1780.164,"endTime":1782.5339999999999,"body":"that headline from the MIT"},{"speaker":"Galen Low","startTime":1780.164,"endTime":1782.5339999999999,"body":"report because you know, and"},{"speaker":"Galen Low","startTime":1782.5339999999999,"endTime":1785.144,"body":"I don't have the stats from"},{"speaker":"Galen Low","startTime":1782.5339999999999,"endTime":1785.144,"body":"before, but I'm willing to bet."},{"speaker":"Galen Low","startTime":1785.454,"endTime":1788.274,"body":"That the same percentage"},{"speaker":"Galen Low","startTime":1785.454,"endTime":1788.274,"body":"is almost true of any"},{"speaker":"Galen Low","startTime":1788.274,"endTime":1790.674,"body":"project AI or not because"},{"speaker":"Galen Low","startTime":1788.274,"endTime":1790.674,"body":"of change management."},{"speaker":"Galen Low","startTime":1790.704,"endTime":1791.244,"body":"Yes."},{"speaker":"Galen Low","startTime":1791.364,"endTime":1793.394,"body":"So we're talking about this"},{"speaker":"Galen Low","startTime":1791.364,"endTime":1793.394,"body":"sort of like, you know, some"},{"speaker":"Galen Low","startTime":1793.394,"endTime":1795.224,"body":"folks listening might be"},{"speaker":"Galen Low","startTime":1793.394,"endTime":1795.224,"body":"like yeah, change management."},{"speaker":"Galen Low","startTime":1795.224,"endTime":1795.584,"body":"I get it."},{"speaker":"Galen Low","startTime":1795.584,"endTime":1796.364,"body":"Like it's important."},{"speaker":"Galen Low","startTime":1796.694,"endTime":1798.974,"body":"But what I like about what"},{"speaker":"Galen Low","startTime":1796.694,"endTime":1798.974,"body":"you said in that change"},{"speaker":"Galen Low","startTime":1798.974,"endTime":1802.0339999999999,"body":"management process with"},{"speaker":"Galen Low","startTime":1798.974,"endTime":1802.0339999999999,"body":"the AI inflection is show"},{"speaker":"Galen Low","startTime":1802.0339999999999,"endTime":1803.654,"body":"them early what it can do."},{"speaker":"Galen Low","startTime":1804.189,"endTime":1807.759,"body":"Tell them early what the"},{"speaker":"Galen Low","startTime":1804.189,"endTime":1807.759,"body":"goal of it is and create that"},{"speaker":"Galen Low","startTime":1807.759,"endTime":1809.499,"body":"delightful experience around AI."},{"speaker":"Galen Low","startTime":1809.799,"endTime":1811.269,"body":"You know, it's not"},{"speaker":"Galen Low","startTime":1809.799,"endTime":1811.269,"body":"a slimy sales pitch."},{"speaker":"Galen Low","startTime":1811.539,"endTime":1815.709,"body":"The reality is you do earnestly"},{"speaker":"Galen Low","startTime":1811.539,"endTime":1815.709,"body":"want to solve problems for"},{"speaker":"Galen Low","startTime":1815.709,"endTime":1818.649,"body":"your agents or whatever"},{"speaker":"Galen Low","startTime":1815.709,"endTime":1818.649,"body":"your staff and whatever"},{"speaker":"Galen Low","startTime":1818.649,"endTime":1820.629,"body":"industry you're in are doing."},{"speaker":"Galen Low","startTime":1820.899,"endTime":1823.569,"body":"But also it's kind of"},{"speaker":"Galen Low","startTime":1820.899,"endTime":1823.569,"body":"showing them instead of just"},{"speaker":"Galen Low","startTime":1823.569,"endTime":1825.189,"body":"telling them because we can."},{"speaker":"Galen Low","startTime":1825.549,"endTime":1827.229,"body":"And I think that's where"},{"speaker":"Galen Low","startTime":1825.549,"endTime":1827.229,"body":"a lot of the distrust is."},{"speaker":"Galen Low","startTime":1827.854,"endTime":1829.654,"body":"A lot of folks, you know, some"},{"speaker":"Galen Low","startTime":1827.854,"endTime":1829.654,"body":"folks in my network haven't"},{"speaker":"Galen Low","startTime":1829.654,"endTime":1831.7839999999999,"body":"even, you know, they're like,"},{"speaker":"Galen Low","startTime":1829.654,"endTime":1831.7839999999999,"body":"I know I'm supposed to like"},{"speaker":"Galen Low","startTime":1832.024,"endTime":1834.754,"body":"crack the lid on AI, but"},{"speaker":"Galen Low","startTime":1832.024,"endTime":1834.754,"body":"like, honestly, I haven't yet."},{"speaker":"Galen Low","startTime":1835.114,"endTime":1837.724,"body":"I'm using like Gemini for"},{"speaker":"Galen Low","startTime":1835.114,"endTime":1837.724,"body":"meal planning, and that's as"},{"speaker":"Galen Low","startTime":1837.724,"endTime":1840.424,"body":"far as I've gotten because,"},{"speaker":"Galen Low","startTime":1837.724,"endTime":1840.424,"body":"you know, like I'm scared."},{"speaker":"Galen Low","startTime":1840.424,"endTime":1841.414,"body":"I don't know what it can do."},{"speaker":"Galen Low","startTime":1841.414,"endTime":1843.574,"body":"And it's like, well, let me"},{"speaker":"Galen Low","startTime":1841.414,"endTime":1843.574,"body":"like just show you, because."},{"speaker":"Jim Iyoob","startTime":1843.634,"endTime":1844.414,"body":"Let me take a note."},{"speaker":"Jim Iyoob","startTime":1844.414,"endTime":1846.184,"body":"You mean Gemini"},{"speaker":"Jim Iyoob","startTime":1844.414,"endTime":1846.184,"body":"does meal planning?"},{"speaker":"Jim Iyoob","startTime":1846.184,"endTime":1849.344,"body":"That might be something I've"},{"speaker":"Jim Iyoob","startTime":1846.184,"endTime":1849.344,"body":"never used AI for meal planning,"},{"speaker":"Jim Iyoob","startTime":1849.344,"endTime":1850.594,"body":"but I might have to start."},{"speaker":"Galen Low","startTime":1850.834,"endTime":1852.214,"body":"I actually"},{"speaker":"Galen Low","startTime":1850.834,"endTime":1852.214,"body":"use a different LLM"},{"speaker":"Galen Low","startTime":1852.214,"endTime":1853.024,"body":"for different things."},{"speaker":"Galen Low","startTime":1853.024,"endTime":1858.209,"body":"My Gemini is mostly inventing"},{"speaker":"Galen Low","startTime":1853.024,"endTime":1858.209,"body":"songs about Pokemon or"},{"speaker":"Galen Low","startTime":1858.209,"endTime":1862.249,"body":"Minecraft that we can then"},{"speaker":"Galen Low","startTime":1858.209,"endTime":1862.249,"body":"sort of record with my kid."},{"speaker":"Jim Iyoob","startTime":1863.629,"endTime":1863.779,"body":"Oh, cool."},{"speaker":"Galen Low","startTime":1864.499,"endTime":1864.979,"body":"That's nice."},{"speaker":"Galen Low","startTime":1865.249,"endTime":1867.469,"body":"And then ChatGPT is all"},{"speaker":"Galen Low","startTime":1865.249,"endTime":1867.469,"body":"my work stuff and Claude."},{"speaker":"Galen Low","startTime":1868.399,"endTime":1871.149,"body":"That's my sort of division"},{"speaker":"Galen Low","startTime":1868.399,"endTime":1871.149,"body":"of labor across my LLM staff."},{"speaker":"Galen Low","startTime":1872.589,"endTime":1873.879,"body":"But I think it's really"},{"speaker":"Galen Low","startTime":1872.589,"endTime":1873.879,"body":"interesting that."},{"speaker":"Galen Low","startTime":1874.469,"endTime":1875.9089999999999,"body":"Some people are talking"},{"speaker":"Galen Low","startTime":1874.469,"endTime":1875.9089999999999,"body":"about AI transformation"},{"speaker":"Galen Low","startTime":1875.9089999999999,"endTime":1876.989,"body":"as this big new thing."},{"speaker":"Galen Low","startTime":1877.349,"endTime":1879.119,"body":"It's different and like"},{"speaker":"Galen Low","startTime":1877.349,"endTime":1879.119,"body":"it's, you know, we all have"},{"speaker":"Galen Low","startTime":1879.119,"endTime":1880.709,"body":"to figure it out and of"},{"speaker":"Galen Low","startTime":1879.119,"endTime":1880.709,"body":"course we're gonna fail."},{"speaker":"Galen Low","startTime":1880.949,"endTime":1883.619,"body":"But actually that's like"},{"speaker":"Galen Low","startTime":1880.949,"endTime":1883.619,"body":"not necessarily true."},{"speaker":"Galen Low","startTime":1883.9189999999999,"endTime":1886.889,"body":"What is true is that"},{"speaker":"Galen Low","startTime":1883.9189999999999,"endTime":1886.889,"body":"it's probably should go"},{"speaker":"Galen Low","startTime":1886.889,"endTime":1889.109,"body":"through almost the same"},{"speaker":"Galen Low","startTime":1886.889,"endTime":1889.109,"body":"process of any sort of"},{"speaker":"Galen Low","startTime":1889.109,"endTime":1890.579,"body":"large scale transformation."},{"speaker":"Galen Low","startTime":1890.579,"endTime":1890.699,"body":"Yep."},{"speaker":"Galen Low","startTime":1890.999,"endTime":1892.1689999999999,"body":"And it's just, we"},{"speaker":"Galen Low","startTime":1890.999,"endTime":1892.1689999999999,"body":"haven't been doing it"},{"speaker":"Galen Low","startTime":1892.1689999999999,"endTime":1893.924,"body":"right before either, so."},{"speaker":"Jim Iyoob","startTime":1894.6589999999999,"endTime":1896.249,"body":"So it's"},{"speaker":"Jim Iyoob","startTime":1894.6589999999999,"endTime":1896.249,"body":"funny you say that."},{"speaker":"Jim Iyoob","startTime":1896.639,"endTime":1898.619,"body":"When IVR came out,"},{"speaker":"Jim Iyoob","startTime":1896.639,"endTime":1898.619,"body":"what'd they say?"},{"speaker":"Jim Iyoob","startTime":1898.979,"endTime":1900.539,"body":"Gonna replace all the agents."},{"speaker":"Jim Iyoob","startTime":1900.629,"endTime":1900.869,"body":"Yeah."},{"speaker":"Jim Iyoob","startTime":1900.899,"endTime":1901.4089999999999,"body":"Bull crap."},{"speaker":"Jim Iyoob","startTime":1901.994,"endTime":1904.334,"body":"Then chat, oh, they're"},{"speaker":"Jim Iyoob","startTime":1901.994,"endTime":1904.334,"body":"gonna be able to do two,"},{"speaker":"Jim Iyoob","startTime":1904.334,"endTime":1905.504,"body":"three chats at a time."},{"speaker":"Jim Iyoob","startTime":1905.504,"endTime":1907.154,"body":"You won't need near"},{"speaker":"Jim Iyoob","startTime":1905.504,"endTime":1907.154,"body":"as many people."},{"speaker":"Jim Iyoob","startTime":1907.694,"endTime":1908.234,"body":"Bull crap."},{"speaker":"Jim Iyoob","startTime":1908.684,"endTime":1910.064,"body":"Now they're saying"},{"speaker":"Jim Iyoob","startTime":1908.684,"endTime":1910.064,"body":"the same thing here."},{"speaker":"Jim Iyoob","startTime":1910.3039999999999,"endTime":1913.324,"body":"It's just a different story"},{"speaker":"Jim Iyoob","startTime":1910.3039999999999,"endTime":1913.324,"body":"and it's not true what"},{"speaker":"Jim Iyoob","startTime":1913.324,"endTime":1915.754,"body":"they're doing with this"},{"speaker":"Jim Iyoob","startTime":1913.324,"endTime":1915.754,"body":"fear mongering with AI."},{"speaker":"Jim Iyoob","startTime":1916.174,"endTime":1918.394,"body":"I dunno if you saw the latest"},{"speaker":"Jim Iyoob","startTime":1916.174,"endTime":1918.394,"body":"video with the robot that"},{"speaker":"Jim Iyoob","startTime":1918.394,"endTime":1920.404,"body":"was beating up the people"},{"speaker":"Jim Iyoob","startTime":1918.394,"endTime":1920.404,"body":"that were working on it now."},{"speaker":"Jim Iyoob","startTime":1920.404,"endTime":1921.0339999999999,"body":"That was funny."},{"speaker":"Jim Iyoob","startTime":1921.454,"endTime":1923.194,"body":"I'm gonna use that one"},{"speaker":"Jim Iyoob","startTime":1921.454,"endTime":1923.194,"body":"in Vegas next year."},{"speaker":"Jim Iyoob","startTime":1923.194,"endTime":1923.989,"body":"That one was a funny one."},{"speaker":"Jim Iyoob","startTime":1924.769,"endTime":1926.989,"body":"The robot went crazy and"},{"speaker":"Jim Iyoob","startTime":1924.769,"endTime":1926.989,"body":"started beating up the guys"},{"speaker":"Jim Iyoob","startTime":1926.989,"endTime":1927.6789999999999,"body":"that were working on it."},{"speaker":"Jim Iyoob","startTime":1929.449,"endTime":1930.619,"body":"Is that the corridor crew one?"},{"speaker":"Jim Iyoob","startTime":1930.949,"endTime":1933.349,"body":"I forget which one it was,"},{"speaker":"Jim Iyoob","startTime":1930.949,"endTime":1933.349,"body":"but it, I watched this"},{"speaker":"Jim Iyoob","startTime":1933.439,"endTime":1936.199,"body":"like 15 times 'cause it was"},{"speaker":"Jim Iyoob","startTime":1933.439,"endTime":1936.199,"body":"a riot and I'm saying to"},{"speaker":"Jim Iyoob","startTime":1936.199,"endTime":1938.959,"body":"myself, whoever programmed"},{"speaker":"Jim Iyoob","startTime":1936.199,"endTime":1938.959,"body":"that one didn't program it."},{"speaker":"Jim Iyoob","startTime":1938.959,"endTime":1939.229,"body":"Right."},{"speaker":"Jim Iyoob","startTime":1939.259,"endTime":1941.779,"body":"When that goes back to"},{"speaker":"Jim Iyoob","startTime":1939.259,"endTime":1941.779,"body":"what human intelligence."},{"speaker":"Galen Low","startTime":1943.189,"endTime":1944.329,"body":"I wanted to"},{"speaker":"Galen Low","startTime":1943.189,"endTime":1944.329,"body":"circle back on something"},{"speaker":"Galen Low","startTime":1944.329,"endTime":1946.009,"body":"because I think it's"},{"speaker":"Galen Low","startTime":1944.329,"endTime":1946.009,"body":"important and realistic."},{"speaker":"Galen Low","startTime":1946.059,"endTime":1948.969,"body":"You said, sometimes you"},{"speaker":"Galen Low","startTime":1946.059,"endTime":1948.969,"body":"might need to lose people."},{"speaker":"Galen Low","startTime":1949.209,"endTime":1952.059,"body":"It's not like this utopia where"},{"speaker":"Galen Low","startTime":1949.209,"endTime":1952.059,"body":"like, don't worry, there's gonna"},{"speaker":"Galen Low","startTime":1952.059,"endTime":1954.879,"body":"be more and more jobs like Etech"},{"speaker":"Galen Low","startTime":1952.059,"endTime":1954.879,"body":"has been successful at doing"},{"speaker":"Galen Low","startTime":1954.879,"endTime":1956.379,"body":"that, at creating more jobs."},{"speaker":"Galen Low","startTime":1956.619,"endTime":1958.539,"body":"It's not necessarily true"},{"speaker":"Galen Low","startTime":1956.619,"endTime":1958.539,"body":"that everyone is gonna be"},{"speaker":"Galen Low","startTime":1958.539,"endTime":1960.099,"body":"able to like retain their job."},{"speaker":"Galen Low","startTime":1960.249,"endTime":1962.019,"body":"You also mentioned that"},{"speaker":"Galen Low","startTime":1960.249,"endTime":1962.019,"body":"some of the folks who are"},{"speaker":"Galen Low","startTime":1962.019,"endTime":1965.889,"body":"like not high performers are"},{"speaker":"Galen Low","startTime":1962.019,"endTime":1965.889,"body":"probably gonna lose their job."},{"speaker":"Galen Low","startTime":1965.889,"endTime":1969.039,"body":"But again, this is not a, the"},{"speaker":"Galen Low","startTime":1965.889,"endTime":1969.039,"body":"causality goes further back."},{"speaker":"Galen Low","startTime":1969.369,"endTime":1971.469,"body":"It's not just because of"},{"speaker":"Galen Low","startTime":1969.369,"endTime":1971.469,"body":"AI, it's because you're a"},{"speaker":"Galen Low","startTime":1971.469,"endTime":1973.629,"body":"low performer and not taking"},{"speaker":"Galen Low","startTime":1971.469,"endTime":1973.629,"body":"your job seriously and"},{"speaker":"Galen Low","startTime":1973.629,"endTime":1974.709,"body":"not learning, not growing."},{"speaker":"Galen Low","startTime":1975.104,"endTime":1977.864,"body":"So it's not really AI's fault,"},{"speaker":"Galen Low","startTime":1975.104,"endTime":1977.864,"body":"it's just the kind of trigger,"},{"speaker":"Galen Low","startTime":1978.254,"endTime":1980.864,"body":"and then the other thing"},{"speaker":"Galen Low","startTime":1978.254,"endTime":1980.864,"body":"you said was we need people"},{"speaker":"Galen Low","startTime":1980.864,"endTime":1981.884,"body":"to build these things too."},{"speaker":"Galen Low","startTime":1981.884,"endTime":1983.0539999999999,"body":"We need them to program them."},{"speaker":"Galen Low","startTime":1983.774,"endTime":1986.114,"body":"And you know, I'm watching"},{"speaker":"Galen Low","startTime":1983.774,"endTime":1986.114,"body":"these sort of waves of people"},{"speaker":"Galen Low","startTime":1986.114,"endTime":1988.694,"body":"that I never thought would"},{"speaker":"Galen Low","startTime":1986.114,"endTime":1988.694,"body":"code in their lives making"},{"speaker":"Galen Low","startTime":1988.694,"endTime":1991.394,"body":"lovable apps and you know,"},{"speaker":"Galen Low","startTime":1988.694,"endTime":1991.394,"body":"doing the vibe coding thing."},{"speaker":"Galen Low","startTime":1991.394,"endTime":1993.7939999999999,"body":"And they're in N eight N. You"},{"speaker":"Galen Low","startTime":1991.394,"endTime":1993.7939999999999,"body":"know, internally, we just did"},{"speaker":"Galen Low","startTime":1993.7939999999999,"endTime":1996.584,"body":"a big sort of like Hackathon"},{"speaker":"Galen Low","startTime":1993.7939999999999,"endTime":1996.584,"body":"Quest week where we all sort"},{"speaker":"Galen Low","startTime":1996.584,"endTime":2000.184,"body":"of took on an AI experiment and"},{"speaker":"Galen Low","startTime":1996.584,"endTime":2000.184,"body":"did a bit of a show and tell."},{"speaker":"Galen Low","startTime":2000.584,"endTime":2002.354,"body":"I think folks listening"},{"speaker":"Galen Low","startTime":2000.584,"endTime":2002.354,"body":"might be like yeah."},{"speaker":"Galen Low","startTime":2002.354,"endTime":2004.574,"body":"So what, like a call"},{"speaker":"Galen Low","startTime":2002.354,"endTime":2004.574,"body":"center agent's gonna become"},{"speaker":"Galen Low","startTime":2004.574,"endTime":2005.8039999999999,"body":"like an AI developer."},{"speaker":"Galen Low","startTime":2006.374,"endTime":2008.084,"body":"Is that a, like a logical step?"},{"speaker":"Galen Low","startTime":2008.624,"endTime":2010.964,"body":"Is that a bit of a reach or"},{"speaker":"Galen Low","startTime":2008.624,"endTime":2010.964,"body":"like, is that kind of what"},{"speaker":"Galen Low","startTime":2010.964,"endTime":2013.154,"body":"we're saying in terms of the"},{"speaker":"Galen Low","startTime":2010.964,"endTime":2013.154,"body":"workforce, or not necessarily?"},{"speaker":"Jim Iyoob","startTime":2013.454,"endTime":2014.5339999999999,"body":"So, great question."},{"speaker":"Jim Iyoob","startTime":2014.5339999999999,"endTime":2018.974,"body":"I say if you have the"},{"speaker":"Jim Iyoob","startTime":2014.5339999999999,"endTime":2018.974,"body":"drive, like as I say this,"},{"speaker":"Jim Iyoob","startTime":2019.274,"endTime":2021.314,"body":"you have the will, he"},{"speaker":"Jim Iyoob","startTime":2019.274,"endTime":2021.314,"body":"can teach you the skill."},{"speaker":"Jim Iyoob","startTime":2021.854,"endTime":2022.064,"body":"Okay."},{"speaker":"Jim Iyoob","startTime":2022.064,"endTime":2023.324,"body":"But you have to"},{"speaker":"Jim Iyoob","startTime":2022.064,"endTime":2023.324,"body":"have the will first."},{"speaker":"Jim Iyoob","startTime":2023.624,"endTime":2027.014,"body":"Manu, no disrespect"},{"speaker":"Jim Iyoob","startTime":2023.624,"endTime":2027.014,"body":"to him, was an agent."},{"speaker":"Jim Iyoob","startTime":2027.254,"endTime":2028.364,"body":"He's a coder today."},{"speaker":"Jim Iyoob","startTime":2028.829,"endTime":2032.579,"body":"But it's because he had the will"},{"speaker":"Jim Iyoob","startTime":2028.829,"endTime":2032.579,"body":"to learn those other skills."},{"speaker":"Jim Iyoob","startTime":2033.059,"endTime":2034.019,"body":"It's like my daughter."},{"speaker":"Jim Iyoob","startTime":2034.019,"endTime":2037.889,"body":"My daughter is, she graduated"},{"speaker":"Jim Iyoob","startTime":2034.019,"endTime":2037.889,"body":"from college and now she"},{"speaker":"Jim Iyoob","startTime":2037.889,"endTime":2038.639,"body":"wants to be a lawyer."},{"speaker":"Jim Iyoob","startTime":2039.1789999999999,"endTime":2041.789,"body":"And I told her, I said,"},{"speaker":"Jim Iyoob","startTime":2039.1789999999999,"endTime":2041.789,"body":"ChatGPT is not gonna"},{"speaker":"Jim Iyoob","startTime":2041.789,"endTime":2043.349,"body":"help you get those LSATs."},{"speaker":"Jim Iyoob","startTime":2043.949,"endTime":2049.289,"body":"So theory, you might be"},{"speaker":"Jim Iyoob","startTime":2043.949,"endTime":2049.289,"body":"able to do it, but when"},{"speaker":"Jim Iyoob","startTime":2049.289,"endTime":2052.4390000000003,"body":"you go for the actual test,"},{"speaker":"Jim Iyoob","startTime":2049.289,"endTime":2052.4390000000003,"body":"understand you're gonna have"},{"speaker":"Jim Iyoob","startTime":2052.4390000000003,"endTime":2053.789,"body":"to know what you learned."},{"speaker":"Jim Iyoob","startTime":2054.239,"endTime":2057.329,"body":"That's what some people,"},{"speaker":"Jim Iyoob","startTime":2054.239,"endTime":2057.329,"body":"unfortunately in our society, I"},{"speaker":"Jim Iyoob","startTime":2057.329,"endTime":2059.879,"body":"see a lot of people in school,"},{"speaker":"Jim Iyoob","startTime":2057.329,"endTime":2059.879,"body":"like now they're banning,"},{"speaker":"Jim Iyoob","startTime":2060.179,"endTime":2062.579,"body":"you know, my 17-year-old,"},{"speaker":"Jim Iyoob","startTime":2060.179,"endTime":2062.579,"body":"she's a senior now, they're"},{"speaker":"Jim Iyoob","startTime":2062.579,"endTime":2063.809,"body":"banned her phone from school."},{"speaker":"Jim Iyoob","startTime":2064.2290000000003,"endTime":2065.9390000000003,"body":"So now she has to"},{"speaker":"Jim Iyoob","startTime":2064.2290000000003,"endTime":2065.9390000000003,"body":"actually think on her own."},{"speaker":"Jim Iyoob","startTime":2066.2090000000003,"endTime":2067.619,"body":"Well, it's good for you, right?"},{"speaker":"Jim Iyoob","startTime":2067.619,"endTime":2069.239,"body":"Because what are you"},{"speaker":"Jim Iyoob","startTime":2067.619,"endTime":2069.239,"body":"using the phone for?"},{"speaker":"Jim Iyoob","startTime":2069.239,"endTime":2072.4790000000003,"body":"Like, I don't have my chat g"},{"speaker":"Jim Iyoob","startTime":2069.239,"endTime":2072.4790000000003,"body":"pt, like so, oh my goodness."},{"speaker":"Jim Iyoob","startTime":2072.4790000000003,"endTime":2073.5890000000004,"body":"You're gonna learn."},{"speaker":"Jim Iyoob","startTime":2073.9790000000003,"endTime":2075.809,"body":"This is just a terrible thing."},{"speaker":"Galen Low","startTime":2077.1890000000003,"endTime":2078.539,"body":"Actually that's"},{"speaker":"Galen Low","startTime":2077.1890000000003,"endTime":2078.539,"body":"a really interesting use"},{"speaker":"Galen Low","startTime":2078.539,"endTime":2081.1490000000003,"body":"case because you think about"},{"speaker":"Galen Low","startTime":2078.539,"endTime":2081.1490000000003,"body":"like the calculator or like,"},{"speaker":"Galen Low","startTime":2081.1490000000003,"endTime":2083.489,"body":"you know, when I was in"},{"speaker":"Galen Low","startTime":2081.1490000000003,"endTime":2083.489,"body":"whatever 11th grade sort of"},{"speaker":"Galen Low","startTime":2083.489,"endTime":2086.1890000000003,"body":"math, you get the like Texas"},{"speaker":"Galen Low","startTime":2083.489,"endTime":2086.1890000000003,"body":"instrument calculator that."},{"speaker":"Jim Iyoob","startTime":2086.2490000000003,"endTime":2088.199,"body":"Yeah, I remeber"},{"speaker":"Jim Iyoob","startTime":2086.2490000000003,"endTime":2088.199,"body":"the Texas Instruments one."},{"speaker":"Galen Low","startTime":2088.199,"endTime":2090.4190000000003,"body":"TI 83 and then you"},{"speaker":"Galen Low","startTime":2088.199,"endTime":2090.4190000000003,"body":"know, at some point someone's"},{"speaker":"Galen Low","startTime":2090.4190000000003,"endTime":2092.3990000000003,"body":"like, yeah, because you don't"},{"speaker":"Galen Low","startTime":2090.4190000000003,"endTime":2092.3990000000003,"body":"need to know all the math."},{"speaker":"Galen Low","startTime":2092.3990000000003,"endTime":2094.289,"body":"Like in the real world, in the"},{"speaker":"Galen Low","startTime":2092.3990000000003,"endTime":2094.289,"body":"workforce, you're gonna have"},{"speaker":"Galen Low","startTime":2094.289,"endTime":2096.239,"body":"a calculator like we didn't"},{"speaker":"Galen Low","startTime":2094.289,"endTime":2096.239,"body":"know at the time, but like"},{"speaker":"Galen Low","startTime":2096.239,"endTime":2097.619,"body":"on your phone at all times."},{"speaker":"Galen Low","startTime":2097.949,"endTime":2100.1690000000003,"body":"Now we have AI assistant in"},{"speaker":"Galen Low","startTime":2097.949,"endTime":2100.1690000000003,"body":"the contact centers like."},{"speaker":"Galen Low","startTime":2100.5240000000003,"endTime":2103.4790000000003,"body":"You know, is there a fathomable"},{"speaker":"Galen Low","startTime":2100.5240000000003,"endTime":2103.4790000000003,"body":"future where actually your"},{"speaker":"Galen Low","startTime":2103.4790000000003,"endTime":2106.6290000000004,"body":"daughter is a lawyer with"},{"speaker":"Galen Low","startTime":2103.4790000000003,"endTime":2106.6290000000004,"body":"like hologram AI assist with"},{"speaker":"Galen Low","startTime":2106.6290000000004,"endTime":2109.239,"body":"like, you know, the law just"},{"speaker":"Galen Low","startTime":2106.6290000000004,"endTime":2109.239,"body":"referenceable there with"},{"speaker":"Galen Low","startTime":2109.239,"endTime":2111.5190000000002,"body":"like a clippy there going"},{"speaker":"Galen Low","startTime":2109.239,"endTime":2111.5190000000002,"body":"like, oh, did you mean this"},{"speaker":"Galen Low","startTime":2111.5190000000002,"endTime":2112.4790000000003,"body":"part of the legislation?"},{"speaker":"Galen Low","startTime":2112.509,"endTime":2112.779,"body":"Yes."},{"speaker":"Galen Low","startTime":2112.809,"endTime":2113.1090000000004,"body":"Okay."},{"speaker":"Galen Low","startTime":2113.409,"endTime":2116.259,"body":"Oh, we could probably argue"},{"speaker":"Galen Low","startTime":2113.409,"endTime":2116.259,"body":"that this, you know, do"},{"speaker":"Galen Low","startTime":2116.259,"endTime":2117.159,"body":"they actually need to know?"},{"speaker":"Jim Iyoob","startTime":2117.909,"endTime":2118.449,"body":"They do."},{"speaker":"Jim Iyoob","startTime":2118.449,"endTime":2121.719,"body":"Here's why, because if"},{"speaker":"Jim Iyoob","startTime":2118.449,"endTime":2121.719,"body":"you look, there's tons"},{"speaker":"Jim Iyoob","startTime":2121.719,"endTime":2122.619,"body":"of articles out there."},{"speaker":"Jim Iyoob","startTime":2122.619,"endTime":2125.409,"body":"If you Google it on AI"},{"speaker":"Jim Iyoob","startTime":2122.619,"endTime":2125.409,"body":"given wrong answers."},{"speaker":"Jim Iyoob","startTime":2125.969,"endTime":2129.1490000000003,"body":"So that's why you need"},{"speaker":"Jim Iyoob","startTime":2125.969,"endTime":2129.1490000000003,"body":"that human being, like AI."},{"speaker":"Jim Iyoob","startTime":2129.3590000000004,"endTime":2131.579,"body":"That's why we say it's not"},{"speaker":"Jim Iyoob","startTime":2129.3590000000004,"endTime":2131.579,"body":"replacing, it's the cystic."},{"speaker":"Jim Iyoob","startTime":2132.494,"endTime":2133.8740000000003,"body":"I use AI all the time."},{"speaker":"Jim Iyoob","startTime":2133.8740000000003,"endTime":2135.884,"body":"I have five different"},{"speaker":"Jim Iyoob","startTime":2133.8740000000003,"endTime":2135.884,"body":"platforms like you that"},{"speaker":"Jim Iyoob","startTime":2135.884,"endTime":2136.784,"body":"use it, different things."},{"speaker":"Jim Iyoob","startTime":2137.1440000000002,"endTime":2139.904,"body":"But the problem is, it's"},{"speaker":"Jim Iyoob","startTime":2137.1440000000002,"endTime":2139.904,"body":"all based on who coded this"},{"speaker":"Jim Iyoob","startTime":2139.904,"endTime":2141.614,"body":"thing to understand, right?"},{"speaker":"Jim Iyoob","startTime":2141.884,"endTime":2144.3740000000003,"body":"And yes, can it learn"},{"speaker":"Jim Iyoob","startTime":2141.884,"endTime":2144.3740000000003,"body":"from you eventually?"},{"speaker":"Jim Iyoob","startTime":2144.704,"endTime":2146.5040000000004,"body":"Yes, it can learn your"},{"speaker":"Jim Iyoob","startTime":2144.704,"endTime":2146.5040000000004,"body":"personality, it can"},{"speaker":"Jim Iyoob","startTime":2146.5040000000004,"endTime":2149.2940000000003,"body":"learn your style of talk,"},{"speaker":"Jim Iyoob","startTime":2146.5040000000004,"endTime":2149.2940000000003,"body":"your style of writing."},{"speaker":"Jim Iyoob","startTime":2149.6240000000003,"endTime":2152.204,"body":"But at the end of the day,"},{"speaker":"Jim Iyoob","startTime":2149.6240000000003,"endTime":2152.204,"body":"you still gotta read it"},{"speaker":"Jim Iyoob","startTime":2152.204,"endTime":2154.2140000000004,"body":"because it does make mistakes."},{"speaker":"Jim Iyoob","startTime":2154.574,"endTime":2157.0040000000004,"body":"I could tell 'cause"},{"speaker":"Jim Iyoob","startTime":2154.574,"endTime":2157.0040000000004,"body":"people use it to send"},{"speaker":"Jim Iyoob","startTime":2157.0040000000004,"endTime":2157.9640000000004,"body":"me stuff all the time."},{"speaker":"Jim Iyoob","startTime":2158.2340000000004,"endTime":2159.284,"body":"And you see it on LinkedIn."},{"speaker":"Jim Iyoob","startTime":2160.0040000000004,"endTime":2162.7940000000003,"body":"You can tell 'cause it's got"},{"speaker":"Jim Iyoob","startTime":2160.0040000000004,"endTime":2162.7940000000003,"body":"the emojis, it's got the crap in"},{"speaker":"Jim Iyoob","startTime":2162.7940000000003,"endTime":2164.114,"body":"there that means nothing to me."},{"speaker":"Jim Iyoob","startTime":2164.474,"endTime":2165.5840000000003,"body":"They copied and paste it."},{"speaker":"Jim Iyoob","startTime":2166.034,"endTime":2169.154,"body":"I got BPOs by the way,"},{"speaker":"Jim Iyoob","startTime":2166.034,"endTime":2169.154,"body":"coming to me in LinkedIn"},{"speaker":"Jim Iyoob","startTime":2169.154,"endTime":2171.4640000000004,"body":"saying, Hey listen, I looked"},{"speaker":"Jim Iyoob","startTime":2169.154,"endTime":2171.4640000000004,"body":"you, I just had one today."},{"speaker":"Jim Iyoob","startTime":2171.764,"endTime":2173.264,"body":"I see you're in logistics."},{"speaker":"Jim Iyoob","startTime":2173.6240000000003,"endTime":2174.344,"body":"No, I'm not."},{"speaker":"Jim Iyoob","startTime":2174.349,"endTime":2175.2740000000003,"body":"Not even close."},{"speaker":"Jim Iyoob","startTime":2176.0840000000003,"endTime":2178.0640000000003,"body":"And they're trying to"},{"speaker":"Jim Iyoob","startTime":2176.0840000000003,"endTime":2178.0640000000003,"body":"sell me their services."},{"speaker":"Jim Iyoob","startTime":2178.0640000000003,"endTime":2180.014,"body":"So that tells me the"},{"speaker":"Jim Iyoob","startTime":2178.0640000000003,"endTime":2180.014,"body":"guy didn't even read it."},{"speaker":"Jim Iyoob","startTime":2180.014,"endTime":2181.1240000000003,"body":"He just copied and pasted."},{"speaker":"Jim Iyoob","startTime":2181.1240000000003,"endTime":2184.034,"body":"Probably used it for everybody"},{"speaker":"Jim Iyoob","startTime":2181.1240000000003,"endTime":2184.034,"body":"and that's why you always need"},{"speaker":"Jim Iyoob","startTime":2184.034,"endTime":2185.2340000000004,"body":"that human being part of it."},{"speaker":"Jim Iyoob","startTime":2185.384,"endTime":2186.3740000000003,"body":"That's the way I look at it."},{"speaker":"Galen Low","startTime":2186.719,"endTime":2188.5190000000002,"body":"Actually, it's"},{"speaker":"Galen Low","startTime":2186.719,"endTime":2188.5190000000002,"body":"just a really clean picture"},{"speaker":"Galen Low","startTime":2188.5190000000002,"endTime":2191.219,"body":"of the future, whereas"},{"speaker":"Galen Low","startTime":2188.5190000000002,"endTime":2191.219,"body":"the workforce is changing."},{"speaker":"Galen Low","startTime":2191.429,"endTime":2192.659,"body":"Education is important."},{"speaker":"Galen Low","startTime":2192.659,"endTime":2194.969,"body":"We need people to upskill"},{"speaker":"Galen Low","startTime":2192.659,"endTime":2194.969,"body":"and we need to support"},{"speaker":"Galen Low","startTime":2194.969,"endTime":2195.869,"body":"them in upskilling."},{"speaker":"Galen Low","startTime":2195.989,"endTime":2197.4590000000003,"body":"There has to be"},{"speaker":"Galen Low","startTime":2195.989,"endTime":2197.4590000000003,"body":"that will to do it."},{"speaker":"Galen Low","startTime":2197.6090000000004,"endTime":2199.139,"body":"If you don't have that will"},{"speaker":"Galen Low","startTime":2197.6090000000004,"endTime":2199.139,"body":"to do it and you're a low"},{"speaker":"Galen Low","startTime":2199.139,"endTime":2200.7290000000003,"body":"performer, yeah, you're"},{"speaker":"Galen Low","startTime":2199.139,"endTime":2200.7290000000003,"body":"probably out of a job."},{"speaker":"Galen Low","startTime":2200.7290000000003,"endTime":2202.349,"body":"And that's probably"},{"speaker":"Galen Low","startTime":2200.7290000000003,"endTime":2202.349,"body":"your own fault actually."},{"speaker":"Galen Low","startTime":2202.619,"endTime":2204.179,"body":"But you know, not AI's fault."},{"speaker":"Galen Low","startTime":2204.659,"endTime":2204.7490000000003,"body":"Yeah."},{"speaker":"Galen Low","startTime":2204.7540000000004,"endTime":2207.599,"body":"And the mission is to get AI"},{"speaker":"Galen Low","startTime":2204.7540000000004,"endTime":2207.599,"body":"to be better and hopefully"},{"speaker":"Galen Low","startTime":2207.599,"endTime":2209.789,"body":"not take over the world like I"},{"speaker":"Galen Low","startTime":2207.599,"endTime":2209.789,"body":"don't think that's what we're"},{"speaker":"Galen Low","startTime":2209.789,"endTime":2210.809,"body":"saying, but I think that's."},{"speaker":"Galen Low","startTime":2211.2490000000003,"endTime":2214.279,"body":"There is this sort of"},{"speaker":"Galen Low","startTime":2211.2490000000003,"endTime":2214.279,"body":"harmony that can be achieved."},{"speaker":"Galen Low","startTime":2214.279,"endTime":2217.009,"body":"And even though you're"},{"speaker":"Galen Low","startTime":2214.279,"endTime":2217.009,"body":"taking on this big sort of AI"},{"speaker":"Galen Low","startTime":2217.009,"endTime":2219.469,"body":"transformation project that"},{"speaker":"Galen Low","startTime":2217.009,"endTime":2219.469,"body":"is gonna impact lives and"},{"speaker":"Galen Low","startTime":2219.469,"endTime":2221.179,"body":"people are gonna hate it and"},{"speaker":"Galen Low","startTime":2219.469,"endTime":2221.179,"body":"some people are gonna love"},{"speaker":"Galen Low","startTime":2221.179,"endTime":2223.4590000000003,"body":"it, at the end of the day,"},{"speaker":"Galen Low","startTime":2221.179,"endTime":2223.4590000000003,"body":"it kind of boils back down to"},{"speaker":"Galen Low","startTime":2223.789,"endTime":2226.9390000000003,"body":"any kind of change, any kind"},{"speaker":"Galen Low","startTime":2223.789,"endTime":2226.9390000000003,"body":"of transformation, you know,"},{"speaker":"Galen Low","startTime":2226.9390000000003,"endTime":2230.599,"body":"whether it's iiv or because of"},{"speaker":"Galen Low","startTime":2226.9390000000003,"endTime":2230.599,"body":"the pandemic or because of AI."},{"speaker":"Galen Low","startTime":2230.6290000000004,"endTime":2232.1290000000004,"body":"It's still, you"},{"speaker":"Galen Low","startTime":2230.6290000000004,"endTime":2232.1290000000004,"body":"know, the approach is"},{"speaker":"Galen Low","startTime":2232.1290000000004,"endTime":2233.179,"body":"actually still the same."},{"speaker":"Galen Low","startTime":2233.539,"endTime":2235.7290000000003,"body":"It's still a human in the"},{"speaker":"Galen Low","startTime":2233.539,"endTime":2235.7290000000003,"body":"loop at some point, and"},{"speaker":"Galen Low","startTime":2235.7290000000003,"endTime":2237.739,"body":"it's still about the people."},{"speaker":"Galen Low","startTime":2238.1090000000004,"endTime":2240.449,"body":"I wonder if I can ask one"},{"speaker":"Galen Low","startTime":2238.1090000000004,"endTime":2240.449,"body":"last question because I wanna"},{"speaker":"Galen Low","startTime":2240.449,"endTime":2242.639,"body":"kind of take this back down"},{"speaker":"Galen Low","startTime":2240.449,"endTime":2242.639,"body":"to like a practical level,"},{"speaker":"Galen Low","startTime":2242.639,"endTime":2244.8590000000004,"body":"but I was talking about my"},{"speaker":"Galen Low","startTime":2242.639,"endTime":2244.8590000000004,"body":"listeners who might be sort"},{"speaker":"Galen Low","startTime":2244.8590000000004,"endTime":2246.719,"body":"of, you know, department"},{"speaker":"Galen Low","startTime":2244.8590000000004,"endTime":2246.719,"body":"heads or project leaders."},{"speaker":"Galen Low","startTime":2247.0190000000002,"endTime":2249.6890000000003,"body":"What advice do you have"},{"speaker":"Galen Low","startTime":2247.0190000000002,"endTime":2249.6890000000003,"body":"for a department head or"},{"speaker":"Galen Low","startTime":2249.6890000000003,"endTime":2252.239,"body":"a project leader who is"},{"speaker":"Galen Low","startTime":2249.6890000000003,"endTime":2252.239,"body":"like already mid-flight on"},{"speaker":"Galen Low","startTime":2252.239,"endTime":2253.079,"body":"a transformation project?"},{"speaker":"Galen Low","startTime":2253.6490000000003,"endTime":2257.009,"body":"That is adding sort of AI into"},{"speaker":"Galen Low","startTime":2253.6490000000003,"endTime":2257.009,"body":"like a core business function,"},{"speaker":"Galen Low","startTime":2257.279,"endTime":2259.0190000000002,"body":"and they're listening to this"},{"speaker":"Galen Low","startTime":2257.279,"endTime":2259.0190000000002,"body":"and they're going, oh crap."},{"speaker":"Galen Low","startTime":2259.0190000000002,"endTime":2260.5190000000002,"body":"I should have listened"},{"speaker":"Galen Low","startTime":2259.0190000000002,"endTime":2260.5190000000002,"body":"to this before I started."},{"speaker":"Galen Low","startTime":2260.5190000000002,"endTime":2261.9590000000003,"body":"Now, like, am I screwed?"},{"speaker":"Galen Low","startTime":2262.6490000000003,"endTime":2264.329,"body":"What can I do mid-flight?"},{"speaker":"Galen Low","startTime":2264.719,"endTime":2267.1490000000003,"body":"That can make sure that from a"},{"speaker":"Galen Low","startTime":2264.719,"endTime":2267.1490000000003,"body":"change management perspective,"},{"speaker":"Galen Low","startTime":2267.1490000000003,"endTime":2270.119,"body":"from a tech perspective, from"},{"speaker":"Galen Low","startTime":2267.1490000000003,"endTime":2270.119,"body":"an operational perspective, that"},{"speaker":"Galen Low","startTime":2270.389,"endTime":2271.619,"body":"it'll do more good than harm."},{"speaker":"Jim Iyoob","startTime":2271.889,"endTime":2274.4990000000003,"body":"I would tell you"},{"speaker":"Jim Iyoob","startTime":2271.889,"endTime":2274.4990000000003,"body":"domain expertise means more"},{"speaker":"Jim Iyoob","startTime":2274.4990000000003,"endTime":2275.8790000000004,"body":"than any tech expertise."},{"speaker":"Jim Iyoob","startTime":2276.029,"endTime":2278.7290000000003,"body":"Number one, I would"},{"speaker":"Jim Iyoob","startTime":2276.029,"endTime":2278.7290000000003,"body":"say crawl, walk, run."},{"speaker":"Jim Iyoob","startTime":2279.2090000000003,"endTime":2280.8590000000004,"body":"Everybody's trying to"},{"speaker":"Jim Iyoob","startTime":2279.2090000000003,"endTime":2280.8590000000004,"body":"automate everything."},{"speaker":"Jim Iyoob","startTime":2281.3190000000004,"endTime":2281.849,"body":"Bullcrap."},{"speaker":"Jim Iyoob","startTime":2282.4190000000003,"endTime":2284.099,"body":"Pick three things that"},{"speaker":"Jim Iyoob","startTime":2282.4190000000003,"endTime":2284.099,"body":"keeps you up at night."},{"speaker":"Jim Iyoob","startTime":2284.369,"endTime":2285.2090000000003,"body":"Start there."},{"speaker":"Jim Iyoob","startTime":2285.659,"endTime":2290.3390000000004,"body":"Once you deploy AI and once"},{"speaker":"Jim Iyoob","startTime":2285.659,"endTime":2290.3390000000004,"body":"you do it in a controlled"},{"speaker":"Jim Iyoob","startTime":2290.3390000000004,"endTime":2293.429,"body":"environment, then you"},{"speaker":"Jim Iyoob","startTime":2290.3390000000004,"endTime":2293.429,"body":"could pick up other things."},{"speaker":"Jim Iyoob","startTime":2293.6690000000003,"endTime":2296.789,"body":"But I would be going for what"},{"speaker":"Jim Iyoob","startTime":2293.6690000000003,"endTime":2296.789,"body":"we call low hanging fruit, and"},{"speaker":"Jim Iyoob","startTime":2296.8190000000004,"endTime":2299.3990000000003,"body":"I think that's where everybody"},{"speaker":"Jim Iyoob","startTime":2296.8190000000004,"endTime":2299.3990000000003,"body":"messes up because these projects"},{"speaker":"Jim Iyoob","startTime":2299.3990000000003,"endTime":2301.7690000000002,"body":"take six months, nine months,"},{"speaker":"Jim Iyoob","startTime":2299.3990000000003,"endTime":2301.7690000000002,"body":"12 months to see your ROI."},{"speaker":"Jim Iyoob","startTime":2302.639,"endTime":2305.699,"body":"You should see an ROI in"},{"speaker":"Jim Iyoob","startTime":2302.639,"endTime":2305.699,"body":"30 to 45 days if you do it"},{"speaker":"Jim Iyoob","startTime":2305.699,"endTime":2309.029,"body":"properly, because if you're not"},{"speaker":"Jim Iyoob","startTime":2305.699,"endTime":2309.029,"body":"going in with the big, huge,"},{"speaker":"Jim Iyoob","startTime":2309.029,"endTime":2310.139,"body":"let me automate everything."},{"speaker":"Jim Iyoob","startTime":2310.559,"endTime":2311.909,"body":"Let me automate a"},{"speaker":"Jim Iyoob","startTime":2310.559,"endTime":2311.909,"body":"piece of the business."},{"speaker":"Jim Iyoob","startTime":2311.909,"endTime":2315.2690000000002,"body":"If I drop my call volume by 5%,"},{"speaker":"Jim Iyoob","startTime":2311.909,"endTime":2315.2690000000002,"body":"that's real money, real savings."},{"speaker":"Jim Iyoob","startTime":2315.824,"endTime":2317.0840000000003,"body":"Then again, scale it up."},{"speaker":"Jim Iyoob","startTime":2317.0840000000003,"endTime":2318.7340000000004,"body":"I think that's where"},{"speaker":"Jim Iyoob","startTime":2317.0840000000003,"endTime":2318.7340000000004,"body":"everybody makes the mistake."},{"speaker":"Jim Iyoob","startTime":2319.0040000000004,"endTime":2320.5040000000004,"body":"Everybody makes the mistake"},{"speaker":"Jim Iyoob","startTime":2319.0040000000004,"endTime":2320.5040000000004,"body":"'cause they think they,"},{"speaker":"Jim Iyoob","startTime":2320.509,"endTime":2323.114,"body":"they have to do it all"},{"speaker":"Jim Iyoob","startTime":2320.509,"endTime":2323.114,"body":"and that project never"},{"speaker":"Jim Iyoob","startTime":2323.114,"endTime":2324.1040000000003,"body":"gets off the ground."},{"speaker":"Jim Iyoob","startTime":2324.404,"endTime":2326.384,"body":"I tell our customers"},{"speaker":"Jim Iyoob","startTime":2324.404,"endTime":2326.384,"body":"all the time, they're"},{"speaker":"Jim Iyoob","startTime":2326.414,"endTime":2327.2540000000004,"body":"okay, I wanna do this."},{"speaker":"Jim Iyoob","startTime":2327.2540000000004,"endTime":2327.974,"body":"Yeah, good for you."},{"speaker":"Jim Iyoob","startTime":2328.304,"endTime":2328.934,"body":"Let's pick three."},{"speaker":"Jim Iyoob","startTime":2329.3540000000003,"endTime":2330.404,"body":"Let's start with these three."},{"speaker":"Jim Iyoob","startTime":2330.764,"endTime":2333.914,"body":"Let's make sure it"},{"speaker":"Jim Iyoob","startTime":2330.764,"endTime":2333.914,"body":"works first, then scale."},{"speaker":"Jim Iyoob","startTime":2333.9440000000004,"endTime":2337.1240000000003,"body":"'cause once you get it down,"},{"speaker":"Jim Iyoob","startTime":2333.9440000000004,"endTime":2337.1240000000003,"body":"you'll learn there's, and by the"},{"speaker":"Jim Iyoob","startTime":2337.1240000000003,"endTime":2338.654,"body":"way, learn from your failures."},{"speaker":"Jim Iyoob","startTime":2339.164,"endTime":2341.324,"body":"Failures don't mean bad things."},{"speaker":"Jim Iyoob","startTime":2341.744,"endTime":2344.0240000000003,"body":"Failures mean the way you"},{"speaker":"Jim Iyoob","startTime":2341.744,"endTime":2344.0240000000003,"body":"tried it, it didn't work."},{"speaker":"Jim Iyoob","startTime":2344.0240000000003,"endTime":2345.3140000000003,"body":"Let's try something different."},{"speaker":"Jim Iyoob","startTime":2345.7940000000003,"endTime":2348.824,"body":"And when you're doing it"},{"speaker":"Jim Iyoob","startTime":2345.7940000000003,"endTime":2348.824,"body":"with 3, 4, 5 little items,"},{"speaker":"Jim Iyoob","startTime":2348.824,"endTime":2351.5240000000003,"body":"it's much easier to be"},{"speaker":"Jim Iyoob","startTime":2348.824,"endTime":2351.5240000000003,"body":"adjustable, nimble than it"},{"speaker":"Jim Iyoob","startTime":2351.5240000000003,"endTime":2352.8740000000003,"body":"is if you tried to do it all."},{"speaker":"Jim Iyoob","startTime":2353.324,"endTime":2355.8140000000003,"body":"And the third thing I la"},{"speaker":"Jim Iyoob","startTime":2353.324,"endTime":2355.8140000000003,"body":"last thing I would say is"},{"speaker":"Jim Iyoob","startTime":2356.2940000000003,"endTime":2357.494,"body":"don't copy the process."},{"speaker":"Jim Iyoob","startTime":2357.494,"endTime":2358.844,"body":"If the process"},{"speaker":"Jim Iyoob","startTime":2357.494,"endTime":2358.844,"body":"today doesn't work."},{"speaker":"Galen Low","startTime":2358.8940000000002,"endTime":2361.204,"body":"The scale failure"},{"speaker":"Galen Low","startTime":2358.8940000000002,"endTime":2361.204,"body":"and then automate it."},{"speaker":"Jim Iyoob","startTime":2362.284,"endTime":2362.7940000000003,"body":"Yes."},{"speaker":"Jim Iyoob","startTime":2363.389,"endTime":2364.534,"body":"Mannu, what do you got to add?"},{"speaker":"Manu Dwievedi","startTime":2364.864,"endTime":2366.1240000000003,"body":"This is exactly it."},{"speaker":"Manu Dwievedi","startTime":2366.424,"endTime":2369.304,"body":"You should actually take"},{"speaker":"Manu Dwievedi","startTime":2366.424,"endTime":2369.304,"body":"this, print it and put it"},{"speaker":"Manu Dwievedi","startTime":2369.304,"endTime":2371.614,"body":"somewhere if you're starting"},{"speaker":"Manu Dwievedi","startTime":2369.304,"endTime":2371.614,"body":"an AI process, because if"},{"speaker":"Manu Dwievedi","startTime":2371.614,"endTime":2374.3140000000003,"body":"you do these three things,"},{"speaker":"Manu Dwievedi","startTime":2371.614,"endTime":2374.3140000000003,"body":"everything is works out profit."},{"speaker":"Manu Dwievedi","startTime":2374.614,"endTime":2377.344,"body":"In fact, I was just a friend of"},{"speaker":"Manu Dwievedi","startTime":2374.614,"endTime":2377.344,"body":"mine, he's playing around with a"},{"speaker":"Manu Dwievedi","startTime":2377.3940000000002,"endTime":2379.5040000000004,"body":"with GPT-5 old accounting firm."},{"speaker":"Manu Dwievedi","startTime":2379.5040000000004,"endTime":2382.5040000000004,"body":"They're trying to put in"},{"speaker":"Manu Dwievedi","startTime":2379.5040000000004,"endTime":2382.5040000000004,"body":"troubleshooting using AI"},{"speaker":"Manu Dwievedi","startTime":2382.5040000000004,"endTime":2383.414,"body":"internally for help desk."},{"speaker":"Manu Dwievedi","startTime":2383.704,"endTime":2387.034,"body":"And he calls me a few weeks back"},{"speaker":"Manu Dwievedi","startTime":2383.704,"endTime":2387.034,"body":"and he's like, you know what?"},{"speaker":"Manu Dwievedi","startTime":2387.034,"endTime":2388.384,"body":"This GPT-5 is amazing."},{"speaker":"Manu Dwievedi","startTime":2388.414,"endTime":2390.724,"body":"It actually went through"},{"speaker":"Manu Dwievedi","startTime":2388.414,"endTime":2390.724,"body":"troubleshooting steps for one"},{"speaker":"Manu Dwievedi","startTime":2390.724,"endTime":2393.9640000000004,"body":"of my internal employees, even"},{"speaker":"Manu Dwievedi","startTime":2390.724,"endTime":2393.9640000000004,"body":"though I didn't train at all."},{"speaker":"Manu Dwievedi","startTime":2394.2940000000003,"endTime":2396.454,"body":"And then he says, but"},{"speaker":"Manu Dwievedi","startTime":2394.2940000000003,"endTime":2396.454,"body":"how do I make it do"},{"speaker":"Manu Dwievedi","startTime":2396.7540000000004,"endTime":2398.164,"body":"things right every time?"},{"speaker":"Manu Dwievedi","startTime":2398.344,"endTime":2399.304,"body":"Well, that's your problem."},{"speaker":"Manu Dwievedi","startTime":2399.664,"endTime":2402.994,"body":"You decided I'm gonna take a bot"},{"speaker":"Manu Dwievedi","startTime":2399.664,"endTime":2402.994,"body":"and tell it, Hey, troubleshoot"},{"speaker":"Manu Dwievedi","startTime":2402.994,"endTime":2405.364,"body":"for people, and it's just"},{"speaker":"Manu Dwievedi","startTime":2402.994,"endTime":2405.364,"body":"gonna do it every time."},{"speaker":"Manu Dwievedi","startTime":2405.3940000000002,"endTime":2408.454,"body":"No, you have to define a"},{"speaker":"Manu Dwievedi","startTime":2405.3940000000002,"endTime":2408.454,"body":"very specific use case."},{"speaker":"Manu Dwievedi","startTime":2408.8590000000004,"endTime":2410.659,"body":"My outlook is not working."},{"speaker":"Manu Dwievedi","startTime":2410.659,"endTime":2413.389,"body":"Now, this is the use case"},{"speaker":"Manu Dwievedi","startTime":2410.659,"endTime":2413.389,"body":"that you work on email or"},{"speaker":"Manu Dwievedi","startTime":2413.389,"endTime":2415.639,"body":"something like that, so"},{"speaker":"Manu Dwievedi","startTime":2413.389,"endTime":2415.639,"body":"that's one of the big problem."},{"speaker":"Manu Dwievedi","startTime":2416.0440000000003,"endTime":2419.0440000000003,"body":"People are using AI"},{"speaker":"Manu Dwievedi","startTime":2416.0440000000003,"endTime":2419.0440000000003,"body":"as a magic wand that's"},{"speaker":"Manu Dwievedi","startTime":2419.0440000000003,"endTime":2420.2140000000004,"body":"gonna solve everything."},{"speaker":"Manu Dwievedi","startTime":2420.2140000000004,"endTime":2422.164,"body":"The moment you"},{"speaker":"Manu Dwievedi","startTime":2420.2140000000004,"endTime":2422.164,"body":"order the word AI."},{"speaker":"Manu Dwievedi","startTime":2422.3740000000003,"endTime":2423.844,"body":"But that's not"},{"speaker":"Manu Dwievedi","startTime":2422.3740000000003,"endTime":2423.844,"body":"how it's gonna be."},{"speaker":"Galen Low","startTime":2424.174,"endTime":2426.244,"body":"I love that,"},{"speaker":"Galen Low","startTime":2424.174,"endTime":2426.244,"body":"like it's almost poetic,"},{"speaker":"Galen Low","startTime":2426.3940000000002,"endTime":2430.0840000000003,"body":"but logical that the path"},{"speaker":"Galen Low","startTime":2426.3940000000002,"endTime":2430.0840000000003,"body":"to macro transformation"},{"speaker":"Galen Low","startTime":2430.0840000000003,"endTime":2431.164,"body":"is actually through micro."},{"speaker":"Galen Low","startTime":2431.4640000000004,"endTime":2433.204,"body":"It's like we need to go"},{"speaker":"Galen Low","startTime":2431.4640000000004,"endTime":2433.204,"body":"through these motions."},{"speaker":"Galen Low","startTime":2433.204,"endTime":2434.5240000000003,"body":"We need to know"},{"speaker":"Galen Low","startTime":2433.204,"endTime":2434.5240000000003,"body":"what our goals are."},{"speaker":"Galen Low","startTime":2434.5240000000003,"endTime":2434.779,"body":"If we don't."},{"speaker":"Galen Low","startTime":2435.4440000000004,"endTime":2437.454,"body":"Figure out what we're"},{"speaker":"Galen Low","startTime":2435.4440000000004,"endTime":2437.454,"body":"trying to do at a big scale."},{"speaker":"Galen Low","startTime":2437.454,"endTime":2439.614,"body":"Wholesale transformation"},{"speaker":"Galen Low","startTime":2437.454,"endTime":2439.614,"body":"has always been hard, even"},{"speaker":"Galen Low","startTime":2439.614,"endTime":2441.204,"body":"from that first wave of"},{"speaker":"Galen Low","startTime":2439.614,"endTime":2441.204,"body":"digital transformation."},{"speaker":"Galen Low","startTime":2441.204,"endTime":2443.574,"body":"I know organizations that"},{"speaker":"Galen Low","startTime":2441.204,"endTime":2443.574,"body":"are still journeying to"},{"speaker":"Galen Low","startTime":2443.574,"endTime":2446.934,"body":"cloud or trying to get onto"},{"speaker":"Galen Low","startTime":2443.574,"endTime":2446.934,"body":"that other CRM or you know,"},{"speaker":"Galen Low","startTime":2446.934,"endTime":2449.244,"body":"trying to digitize this part"},{"speaker":"Galen Low","startTime":2446.934,"endTime":2449.244,"body":"of their business like 10"},{"speaker":"Galen Low","startTime":2449.244,"endTime":2450.594,"body":"years later, 12 years later."},{"speaker":"Galen Low","startTime":2450.864,"endTime":2453.2340000000004,"body":"And the reality is things"},{"speaker":"Galen Low","startTime":2450.864,"endTime":2453.2340000000004,"body":"will change in the world"},{"speaker":"Galen Low","startTime":2453.2340000000004,"endTime":2455.8740000000003,"body":"of AI and the world of work"},{"speaker":"Galen Low","startTime":2453.2340000000004,"endTime":2455.8740000000003,"body":"during that period of time."},{"speaker":"Galen Low","startTime":2455.8740000000003,"endTime":2457.674,"body":"We have to think"},{"speaker":"Galen Low","startTime":2455.8740000000003,"endTime":2457.674,"body":"in shorter cycles."},{"speaker":"Manu Dwievedi","startTime":2458.3940000000002,"endTime":2458.514,"body":"Agree?"},{"speaker":"Jim Iyoob","startTime":2458.5440000000003,"endTime":2458.8140000000003,"body":"Yes."},{"speaker":"Galen Low","startTime":2458.8140000000003,"endTime":2458.934,"body":"Awesome."},{"speaker":"Galen Low","startTime":2460.804,"endTime":2462.6940000000004,"body":"Jim, thank you so much for"},{"speaker":"Galen Low","startTime":2460.804,"endTime":2462.6940000000004,"body":"spending the time with me today."},{"speaker":"Galen Low","startTime":2462.6940000000004,"endTime":2463.8340000000003,"body":"This has been a lot of fun."},{"speaker":"Galen Low","startTime":2464.0440000000003,"endTime":2466.324,"body":"Just before I let you go, where"},{"speaker":"Galen Low","startTime":2464.0440000000003,"endTime":2466.324,"body":"can folks learn more about you?"},{"speaker":"Jim Iyoob","startTime":2466.684,"endTime":2467.7940000000003,"body":"So easy for me."},{"speaker":"Jim Iyoob","startTime":2467.884,"endTime":2471.0840000000003,"body":"LinkedIn, Jim Iyoob."},{"speaker":"Jim Iyoob","startTime":2471.0840000000003,"endTime":2473.9440000000004,"body":"I put out a remarkable CX"},{"speaker":"Jim Iyoob","startTime":2471.0840000000003,"endTime":2473.9440000000004,"body":"newsletter once a month,"},{"speaker":"Jim Iyoob","startTime":2473.9440000000004,"endTime":2475.114,"body":"subscribe to my blog."},{"speaker":"Jim Iyoob","startTime":2475.534,"endTime":2477.2140000000004,"body":"Mine's all about content I love."},{"speaker":"Jim Iyoob","startTime":2477.244,"endTime":2479.554,"body":"I say things people think"},{"speaker":"Jim Iyoob","startTime":2477.244,"endTime":2479.554,"body":"about, but don't say it."},{"speaker":"Jim Iyoob","startTime":2479.554,"endTime":2481.9840000000004,"body":"So I tell people what"},{"speaker":"Jim Iyoob","startTime":2479.554,"endTime":2481.9840000000004,"body":"they need to hear, not"},{"speaker":"Jim Iyoob","startTime":2481.9840000000004,"endTime":2482.704,"body":"what they wanna hear."},{"speaker":"Jim Iyoob","startTime":2482.704,"endTime":2484.864,"body":"So it's all educational stuff."},{"speaker":"Jim Iyoob","startTime":2484.864,"endTime":2486.8740000000003,"body":"Have some fun with"},{"speaker":"Jim Iyoob","startTime":2484.864,"endTime":2486.8740000000003,"body":"that, by all means."},{"speaker":"Jim Iyoob","startTime":2487.2940000000003,"endTime":2489.184,"body":"That's probably the"},{"speaker":"Jim Iyoob","startTime":2487.2940000000003,"endTime":2489.184,"body":"easiest way to find us."},{"speaker":"Jim Iyoob","startTime":2489.5890000000004,"endTime":2491.8390000000004,"body":"Try not to sell me on"},{"speaker":"Jim Iyoob","startTime":2489.5890000000004,"endTime":2491.8390000000004,"body":"LinkedIn, and if you do,"},{"speaker":"Jim Iyoob","startTime":2491.8390000000004,"endTime":2493.759,"body":"I'm gonna critique you"},{"speaker":"Jim Iyoob","startTime":2491.8390000000004,"endTime":2493.759,"body":"like I did this morning."},{"speaker":"Galen Low","startTime":2493.8790000000004,"endTime":2495.139,"body":"Yeah,"},{"speaker":"Galen Low","startTime":2493.8790000000004,"endTime":2495.139,"body":"do your research."},{"speaker":"Jim Iyoob","startTime":2495.289,"endTime":2497.0890000000004,"body":"Do your research"},{"speaker":"Jim Iyoob","startTime":2495.289,"endTime":2497.0890000000004,"body":"first before you reach"},{"speaker":"Jim Iyoob","startTime":2497.0890000000004,"endTime":2497.989,"body":"out to me on LinkedIn."},{"speaker":"Jim Iyoob","startTime":2497.989,"endTime":2500.029,"body":"You can connect with me"},{"speaker":"Jim Iyoob","startTime":2497.989,"endTime":2500.029,"body":"all day long, but if you're"},{"speaker":"Jim Iyoob","startTime":2500.029,"endTime":2502.1890000000003,"body":"trying to sell me on LinkedIn,"},{"speaker":"Jim Iyoob","startTime":2500.029,"endTime":2502.1890000000003,"body":"you better do your research"},{"speaker":"Jim Iyoob","startTime":2502.1890000000003,"endTime":2504.619,"body":"first, or you're gonna get the"},{"speaker":"Jim Iyoob","startTime":2502.1890000000003,"endTime":2504.619,"body":"message back from me that's"},{"speaker":"Jim Iyoob","startTime":2504.619,"endTime":2505.579,"body":"critiquing how you did it."},{"speaker":"Galen Low","startTime":2506.549,"endTime":2507.029,"body":"Amazing."},{"speaker":"Jim Iyoob","startTime":2507.239,"endTime":2507.5690000000004,"body":"Manu."},{"speaker":"Manu Dwievedi","startTime":2508.099,"endTime":2509.4790000000003,"body":"You can find"},{"speaker":"Manu Dwievedi","startTime":2508.099,"endTime":2509.4790000000003,"body":"me on LinkedIn as well."},{"speaker":"Manu Dwievedi","startTime":2509.4790000000003,"endTime":2510.8590000000004,"body":"I think that will"},{"speaker":"Manu Dwievedi","startTime":2509.4790000000003,"endTime":2510.8590000000004,"body":"be the easiest way."},{"speaker":"Manu Dwievedi","startTime":2510.8590000000004,"endTime":2514.369,"body":"So Manu AI, you"},{"speaker":"Manu Dwievedi","startTime":2510.8590000000004,"endTime":2514.369,"body":"can go on LinkedIn,"},{"speaker":"Manu Dwievedi","startTime":2514.369,"endTime":2516.4790000000003,"body":"linkedin.com/in/manuai/."},{"speaker":"Galen Low","startTime":2516.7690000000002,"endTime":2518.4590000000003,"body":"It's a really"},{"speaker":"Galen Low","startTime":2516.7690000000002,"endTime":2518.4590000000003,"body":"good LinkedIn URL."},{"speaker":"Jim Iyoob","startTime":2518.4790000000003,"endTime":2520.2490000000003,"body":"Yeah, all"},{"speaker":"Jim Iyoob","startTime":2518.4790000000003,"endTime":2520.2490000000003,"body":"of you would have that."},{"speaker":"Galen Low","startTime":2521.329,"endTime":2521.8990000000003,"body":"Amazing."},{"speaker":"Galen Low","startTime":2522.139,"endTime":2524.179,"body":"I will include all those"},{"speaker":"Galen Low","startTime":2522.139,"endTime":2524.179,"body":"links in the show notes."},{"speaker":"Galen Low","startTime":2524.4190000000003,"endTime":2526.8790000000004,"body":"And again, thank you for"},{"speaker":"Galen Low","startTime":2524.4190000000003,"endTime":2526.8790000000004,"body":"coming on the show, sharing"},{"speaker":"Galen Low","startTime":2526.8790000000004,"endTime":2527.8990000000003,"body":"your knowledge and insights."},{"speaker":"Galen Low","startTime":2528.079,"endTime":2528.679,"body":"This has been great."},{"speaker":"Jim Iyoob","startTime":2528.9190000000003,"endTime":2529.7290000000003,"body":"Thank you so much."},{"speaker":"Manu Dwievedi","startTime":2529.7290000000003,"endTime":2530.059,"body":"Thank you."},{"speaker":"Manu Dwievedi","startTime":2530.059,"endTime":2531.0440000000003,"body":"Thank you for having us."},{"speaker":"Galen Low","startTime":2532.3940000000002,"endTime":2534.224,"body":"And that's it for"},{"speaker":"Galen Low","startTime":2532.3940000000002,"endTime":2534.224,"body":"today's episode of The Digital"},{"speaker":"Galen Low","startTime":2534.224,"endTime":2535.514,"body":"Project Manager Podcast."},{"speaker":"Galen Low","startTime":2535.724,"endTime":2537.5840000000003,"body":"If you enjoyed this"},{"speaker":"Galen Low","startTime":2535.724,"endTime":2537.5840000000003,"body":"conversation, make sure"},{"speaker":"Galen Low","startTime":2537.5840000000003,"endTime":2539.054,"body":"to subscribe wherever"},{"speaker":"Galen Low","startTime":2537.5840000000003,"endTime":2539.054,"body":"you're listening."},{"speaker":"Galen Low","startTime":2539.174,"endTime":2541.634,"body":"And if you want even more"},{"speaker":"Galen Low","startTime":2539.174,"endTime":2541.634,"body":"tactical insights, case studies"},{"speaker":"Galen Low","startTime":2541.634,"endTime":2545.304,"body":"and playbooks, head on over to"},{"speaker":"Galen Low","startTime":2541.634,"endTime":2545.304,"body":"thedigitalprojectmanager.com."},{"speaker":"Galen Low","startTime":2545.324,"endTime":2547.034,"body":"Until next time,"},{"speaker":"Galen Low","startTime":2545.324,"endTime":2547.034,"body":"thanks for listening."}]}