{"version":"1.0.0","segments":[{"speaker":"Tom Morgan","startTime":1.98,"endTime":4.85,"body":"Welcome to ACP,"},{"speaker":"Tom Morgan","startTime":1.98,"endTime":4.85,"body":"the Amazon Connect podcast."},{"speaker":"Tom Morgan","startTime":5.45,"endTime":8.84,"body":"This is the show that focuses on Amazon"},{"speaker":"Tom Morgan","startTime":5.45,"endTime":8.84,"body":"Connect and related technologies."},{"speaker":"Tom Morgan","startTime":9.495,"endTime":14.014,"body":"I'm your host, Tom Morgan, introducing"},{"speaker":"Tom Morgan","startTime":9.495,"endTime":14.014,"body":"episode four, and I'm joined as usual"},{"speaker":"Tom Morgan","startTime":14.014,"endTime":18.775,"body":"by my co host AWS solution architect and"},{"speaker":"Tom Morgan","startTime":14.014,"endTime":18.775,"body":"contact center consultant, Alex Baker."},{"speaker":"Tom Morgan","startTime":19.655,"endTime":22.965,"body":"We are also joined today by"},{"speaker":"Tom Morgan","startTime":19.655,"endTime":22.965,"body":"John Ing, an independent cloud"},{"speaker":"Tom Morgan","startTime":23.004,"endTime":24.194,"body":"contact center consultant."},{"speaker":"Tom Morgan","startTime":25.145,"endTime":28.665,"body":"Find out more about Cloud Interact"},{"speaker":"Tom Morgan","startTime":25.145,"endTime":28.665,"body":"by visiting us at cloudinteract."},{"speaker":"Tom Morgan","startTime":28.865,"endTime":29.045,"body":"io."},{"speaker":"Tom Morgan","startTime":36.465,"endTime":39.295,"body":"Hello, and welcome to"},{"speaker":"Tom Morgan","startTime":36.465,"endTime":39.295,"body":"another episode of ACP."},{"speaker":"Tom Morgan","startTime":39.505,"endTime":40.275,"body":"Hello gentlemen."},{"speaker":"Tom Morgan","startTime":40.535,"endTime":41.714,"body":"How's, how is everything?"},{"speaker":"Tom Morgan","startTime":41.725,"endTime":42.255,"body":"How are you?"},{"speaker":"Tom Morgan","startTime":42.385,"endTime":42.604,"body":"It's good"},{"speaker":"Alex Baker","startTime":42.605,"endTime":43.064,"body":"to see you again."},{"speaker":"Alex Baker","startTime":43.364,"endTime":43.955,"body":"Hi guys."},{"speaker":"Alex Baker","startTime":44.015,"endTime":44.235,"body":"Yep."},{"speaker":"Alex Baker","startTime":44.665,"endTime":48.315,"body":"Good to see you and excited to"},{"speaker":"Alex Baker","startTime":44.665,"endTime":48.315,"body":"have John on the podcast today."},{"speaker":"Alex Baker","startTime":48.315,"endTime":49.704,"body":"Yeah."},{"speaker":"John Ing","startTime":49.705,"endTime":50.305,"body":"Thank you guys."},{"speaker":"John Ing","startTime":50.305,"endTime":52.025,"body":"Good to meet Tom and Alex."},{"speaker":"John Ing","startTime":52.165,"endTime":52.844,"body":"Great to be here."},{"speaker":"Tom Morgan","startTime":53.805,"endTime":54.205,"body":"All right."},{"speaker":"Tom Morgan","startTime":54.215,"endTime":57.334,"body":"Let's start with what we normally"},{"speaker":"Tom Morgan","startTime":54.215,"endTime":57.334,"body":"start with, which is a roundup of"},{"speaker":"Tom Morgan","startTime":57.375,"endTime":59.474,"body":"the news and any items this week."},{"speaker":"Tom Morgan","startTime":59.675,"endTime":61.465,"body":"This is a funny time of"},{"speaker":"Tom Morgan","startTime":59.675,"endTime":61.465,"body":"year in the tech industry."},{"speaker":"Tom Morgan","startTime":61.465,"endTime":63.074,"body":"I always find sort of post Christmas."},{"speaker":"Tom Morgan","startTime":63.304,"endTime":65.054,"body":"It always feels like"},{"speaker":"Tom Morgan","startTime":63.304,"endTime":65.054,"body":"leading up to Christmas."},{"speaker":"Tom Morgan","startTime":65.494,"endTime":68.214,"body":"Product teams are always kind of keen"},{"speaker":"Tom Morgan","startTime":65.494,"endTime":68.214,"body":"to get their stuff finished and then the"},{"speaker":"Tom Morgan","startTime":68.214,"endTime":70.964,"body":"new year starts and there's always a bit"},{"speaker":"Tom Morgan","startTime":68.214,"endTime":70.964,"body":"of a lull and it seems like there's a"},{"speaker":"Tom Morgan","startTime":70.964,"endTime":74.664,"body":"bit of a lull this these last couple of"},{"speaker":"Tom Morgan","startTime":70.964,"endTime":74.664,"body":"weeks in kind of new announcements stuff"},{"speaker":"Tom Morgan","startTime":74.674,"endTime":78.404,"body":"we're also quite a long way away from"},{"speaker":"Tom Morgan","startTime":74.674,"endTime":78.404,"body":"something like re invent you know which"},{"speaker":"Tom Morgan","startTime":78.444,"endTime":81.854,"body":"a lot i know a lot of product teams try"},{"speaker":"Tom Morgan","startTime":78.444,"endTime":81.854,"body":"and aim for as well but having said that"},{"speaker":"Tom Morgan","startTime":82.039,"endTime":85.459,"body":"there is Alex, there is some stuff to"},{"speaker":"Tom Morgan","startTime":82.039,"endTime":85.459,"body":"talk about, isn't there, particularly I"},{"speaker":"Tom Morgan","startTime":85.459,"endTime":89.399,"body":"know in some stuff that Bentley, who was"},{"speaker":"Tom Morgan","startTime":85.459,"endTime":89.399,"body":"on the podcast last week has been doing."},{"speaker":"Alex Baker","startTime":89.739,"endTime":90.149,"body":"Yeah."},{"speaker":"Alex Baker","startTime":90.179,"endTime":94.729,"body":"Like you say keeping an eye on the connect"},{"speaker":"Alex Baker","startTime":90.179,"endTime":94.729,"body":"release notes possibly seems like a"},{"speaker":"Alex Baker","startTime":94.729,"endTime":97.279,"body":"bit of a slow month for releases there."},{"speaker":"Alex Baker","startTime":97.849,"endTime":102.319,"body":"Maybe as we get into, into Q2, perhaps"},{"speaker":"Alex Baker","startTime":97.849,"endTime":102.319,"body":"we'll, we'll see that pick up a bit,"},{"speaker":"Alex Baker","startTime":102.319,"endTime":105.949,"body":"but yeah, the thing, as you say, that"},{"speaker":"Alex Baker","startTime":102.319,"endTime":105.949,"body":"I wanted to pick up on, obviously"},{"speaker":"Alex Baker","startTime":105.959,"endTime":108.099,"body":"last week we were talking about the."},{"speaker":"Alex Baker","startTime":108.384,"endTime":110.504,"body":"The Amazon connect communication widget."},{"speaker":"Alex Baker","startTime":110.804,"endTime":115.264,"body":"So giving you chat web calling"},{"speaker":"Alex Baker","startTime":110.804,"endTime":115.264,"body":"and video as a really nice"},{"speaker":"Alex Baker","startTime":115.324,"endTime":118.204,"body":"accompaniment to, to that podcast."},{"speaker":"Alex Baker","startTime":118.224,"endTime":121.294,"body":"As you said, Bentley, our colleague"},{"speaker":"Alex Baker","startTime":118.224,"endTime":121.294,"body":"that joined us on the last session,"},{"speaker":"Alex Baker","startTime":121.304,"endTime":125.564,"body":"he's done a great blog about the,"},{"speaker":"Alex Baker","startTime":121.304,"endTime":125.564,"body":"the communication widget, which is"},{"speaker":"Alex Baker","startTime":125.584,"endTime":128.114,"body":"available on the cloud interact website."},{"speaker":"Alex Baker","startTime":128.114,"endTime":131.494,"body":"So encourage anyone to go and take a look"},{"speaker":"Alex Baker","startTime":128.114,"endTime":131.494,"body":"at that and have a read through the blog."},{"speaker":"Tom Morgan","startTime":132.134,"endTime":132.884,"body":"Absolutely."},{"speaker":"Tom Morgan","startTime":132.934,"endTime":135.874,"body":"And it's all good anyway, because it"},{"speaker":"Tom Morgan","startTime":132.934,"endTime":135.874,"body":"gives us lots more time to talk to John."},{"speaker":"Tom Morgan","startTime":136.209,"endTime":137.079,"body":"Which is good."},{"speaker":"Tom Morgan","startTime":137.099,"endTime":137.949,"body":"So let's get into that."},{"speaker":"Tom Morgan","startTime":137.949,"endTime":140.899,"body":"So John do you want to start in"},{"speaker":"Tom Morgan","startTime":137.949,"endTime":140.899,"body":"your own words just by introducing"},{"speaker":"Tom Morgan","startTime":140.899,"endTime":142.879,"body":"yourself to us and our listeners?"},{"speaker":"John Ing","startTime":143.304,"endTime":144.904,"body":"Yeah, yeah, no, no, indeed, Tom."},{"speaker":"John Ing","startTime":144.904,"endTime":149.404,"body":"So yeah, John Ing, been in and around"},{"speaker":"John Ing","startTime":144.904,"endTime":149.404,"body":"contact centers for more than I can care"},{"speaker":"John Ing","startTime":149.404,"endTime":151.484,"body":"to remember, but it's about 30 odd years."},{"speaker":"John Ing","startTime":152.024,"endTime":153.104,"body":"Originally as an engineer."},{"speaker":"John Ing","startTime":153.534,"endTime":157.204,"body":"My background is I was a BT"},{"speaker":"John Ing","startTime":153.534,"endTime":157.204,"body":"apprentice when I left school."},{"speaker":"John Ing","startTime":157.205,"endTime":157.784,"body":"So"},{"speaker":"Tom Morgan","startTime":157.784,"endTime":160.714,"body":"BT, British Telecom in"},{"speaker":"Tom Morgan","startTime":157.784,"endTime":160.714,"body":"the UK, the telecoms provider in"},{"speaker":"John Ing","startTime":160.714,"endTime":161.639,"body":"the UK."},{"speaker":"John Ing","startTime":161.639,"endTime":162.191,"body":"Indeed, indeed."},{"speaker":"John Ing","startTime":162.191,"endTime":163.974,"body":"So that's, that's, that's"},{"speaker":"John Ing","startTime":162.191,"endTime":163.974,"body":"my, that's where I started."},{"speaker":"John Ing","startTime":164.024,"endTime":167.264,"body":"And sort of been in tech,"},{"speaker":"John Ing","startTime":164.024,"endTime":167.264,"body":"financial services tech."},{"speaker":"John Ing","startTime":167.504,"endTime":171.204,"body":"pretty much for the last 20 odd"},{"speaker":"John Ing","startTime":167.504,"endTime":171.204,"body":"years, heavily focused around"},{"speaker":"John Ing","startTime":171.204,"endTime":172.544,"body":"contact centers, et cetera."},{"speaker":"John Ing","startTime":172.545,"endTime":176.744,"body":"And more latterly, obviously heavily"},{"speaker":"John Ing","startTime":172.545,"endTime":176.744,"body":"involved in Amazon Connect, which"},{"speaker":"John Ing","startTime":176.744,"endTime":177.914,"body":"we're going to talk about a bit today."},{"speaker":"John Ing","startTime":178.624,"endTime":179.104,"body":"Hmm."},{"speaker":"John Ing","startTime":179.274,"endTime":179.544,"body":"And,"},{"speaker":"Tom Morgan","startTime":179.964,"endTime":182.654,"body":"and you've been really"},{"speaker":"Tom Morgan","startTime":179.964,"endTime":182.654,"body":"involved in Connect since it started."},{"speaker":"Tom Morgan","startTime":182.904,"endTime":183.374,"body":"Is that true?"},{"speaker":"Tom Morgan","startTime":183.404,"endTime":186.274,"body":"Is that just because you were working"},{"speaker":"Tom Morgan","startTime":183.404,"endTime":186.274,"body":"in that industry before there was"},{"speaker":"Tom Morgan","startTime":186.294,"endTime":190.854,"body":"Connect and then it came along and it"},{"speaker":"Tom Morgan","startTime":186.294,"endTime":190.854,"body":"was, how did that, how did that work?"},{"speaker":"Tom Morgan","startTime":190.884,"endTime":193.024,"body":"Like how, yeah, how did you"},{"speaker":"Tom Morgan","startTime":190.884,"endTime":193.024,"body":"first find out about it?"},{"speaker":"Tom Morgan","startTime":193.024,"endTime":194.684,"body":"How did you get involved in it?"},{"speaker":"John Ing","startTime":194.884,"endTime":196.264,"body":"Yeah, probably."},{"speaker":"John Ing","startTime":196.494,"endTime":198.604,"body":"bit more luck than judgment at the time."},{"speaker":"John Ing","startTime":198.704,"endTime":202.844,"body":"I, I, I was running the contact"},{"speaker":"John Ing","startTime":198.704,"endTime":202.844,"body":"center operations technology team"},{"speaker":"John Ing","startTime":202.884,"endTime":204.474,"body":"for a very large bank at the time."},{"speaker":"John Ing","startTime":205.134,"endTime":209.294,"body":"So, you know, thousands of agents"},{"speaker":"John Ing","startTime":205.134,"endTime":209.294,"body":"on a primarily a Cisco platform."},{"speaker":"John Ing","startTime":209.544,"endTime":213.634,"body":"And I was asked by an MD of one of the"},{"speaker":"John Ing","startTime":209.544,"endTime":213.634,"body":"business units to make a small change"},{"speaker":"John Ing","startTime":213.634,"endTime":217.774,"body":"within the platform, which unfortunately,"},{"speaker":"John Ing","startTime":213.634,"endTime":217.774,"body":"because of the way the platform had"},{"speaker":"John Ing","startTime":217.774,"endTime":222.754,"body":"been engineered, it was very difficult"},{"speaker":"John Ing","startTime":217.774,"endTime":222.754,"body":"to do, hugely cost involved, et cetera."},{"speaker":"John Ing","startTime":223.624,"endTime":226.704,"body":"And it wasn't a great"},{"speaker":"John Ing","startTime":223.624,"endTime":226.704,"body":"conversation for me personally."},{"speaker":"John Ing","startTime":226.824,"endTime":230.134,"body":"I then began to realize that what we"},{"speaker":"John Ing","startTime":226.824,"endTime":230.134,"body":"had from a technology stack point of"},{"speaker":"John Ing","startTime":230.134,"endTime":233.304,"body":"view wasn't meeting the needs of the"},{"speaker":"John Ing","startTime":230.134,"endTime":233.304,"body":"business or the customers at that"},{"speaker":"John Ing","startTime":233.304,"endTime":236.914,"body":"point in time, and therefore wanted"},{"speaker":"John Ing","startTime":233.304,"endTime":236.914,"body":"to find an alternative solution."},{"speaker":"John Ing","startTime":236.914,"endTime":241.144,"body":"So I started a bit of market research"},{"speaker":"John Ing","startTime":236.914,"endTime":241.144,"body":"that was sort of back end of 2017."},{"speaker":"John Ing","startTime":241.784,"endTime":247.474,"body":"So you know what's just over six years ago"},{"speaker":"John Ing","startTime":241.784,"endTime":247.474,"body":"now, and just by luck, we had a sort of"},{"speaker":"John Ing","startTime":247.474,"endTime":252.956,"body":"an internal conference and an AWS solution"},{"speaker":"John Ing","startTime":247.474,"endTime":252.956,"body":"architect, came and did a presentation and"},{"speaker":"John Ing","startTime":252.956,"endTime":256.886,"body":"it was very much focusing around sort of"},{"speaker":"John Ing","startTime":252.956,"endTime":256.886,"body":"cloud formation stuff, you know, building"},{"speaker":"John Ing","startTime":256.886,"endTime":258.676,"body":"and, you know, infrastructure as code."},{"speaker":"John Ing","startTime":259.366,"endTime":262.546,"body":"And when I saw that, I thought,"},{"speaker":"John Ing","startTime":259.366,"endTime":262.546,"body":"actually, that, that sounds why I"},{"speaker":"John Ing","startTime":262.546,"endTime":266.106,"body":"need, I followed up with a solution"},{"speaker":"John Ing","startTime":262.546,"endTime":266.106,"body":"architect at the end of the presentation"},{"speaker":"John Ing","startTime":266.106,"endTime":268.496,"body":"and just said, you know, you don't"},{"speaker":"John Ing","startTime":266.106,"endTime":268.496,"body":"have to do a contact center, do you?"},{"speaker":"John Ing","startTime":269.116,"endTime":271.701,"body":"And he said, Funnily enough, we"},{"speaker":"John Ing","startTime":269.116,"endTime":271.701,"body":"just launched one, and that's how"},{"speaker":"John Ing","startTime":271.701,"endTime":272.831,"body":"the conversation with IAW started."},{"speaker":"John Ing","startTime":272.961,"endTime":273.451,"body":"Wow,"},{"speaker":"Tom Morgan","startTime":273.631,"endTime":274.011,"body":"that's incredible."},{"speaker":"Tom Morgan","startTime":274.641,"endTime":278.648,"body":"So you actually, it was, it was"},{"speaker":"Tom Morgan","startTime":274.641,"endTime":278.648,"body":"about, you know, he was there to talk"},{"speaker":"Tom Morgan","startTime":278.648,"endTime":279.336,"body":"about something completely different."},{"speaker":"Tom Morgan","startTime":279.336,"endTime":280.931,"body":"He was there to talk about"},{"speaker":"Tom Morgan","startTime":279.336,"endTime":280.931,"body":"CloudFormation stacks."},{"speaker":"Tom Morgan","startTime":281.681,"endTime":285.901,"body":"But the whole concept of infrastructure"},{"speaker":"Tom Morgan","startTime":281.681,"endTime":285.901,"body":"as code, in your head, you were like,"},{"speaker":"Tom Morgan","startTime":285.921,"endTime":287.501,"body":"I want that for a contact center."},{"speaker":"Tom Morgan","startTime":287.561,"endTime":288.321,"body":"Yeah, yeah."},{"speaker":"Tom Morgan","startTime":288.461,"endTime":288.731,"body":"Okay,"},{"speaker":"John Ing","startTime":288.791,"endTime":289.241,"body":"that's cool."},{"speaker":"John Ing","startTime":289.651,"endTime":291.531,"body":"And that's where the"},{"speaker":"John Ing","startTime":289.651,"endTime":291.531,"body":"conversation with AWS started."},{"speaker":"John Ing","startTime":291.731,"endTime":297.011,"body":"And that was, as I say, February 2018,"},{"speaker":"John Ing","startTime":291.731,"endTime":297.011,"body":"so almost six years ago to today."},{"speaker":"Alex Baker","startTime":298.491,"endTime":302.931,"body":"When you first saw Connect,"},{"speaker":"Alex Baker","startTime":298.491,"endTime":302.931,"body":"so that very first demo, John, What,"},{"speaker":"Alex Baker","startTime":303.441,"endTime":304.851,"body":"what were your initial thoughts?"},{"speaker":"Alex Baker","startTime":304.851,"endTime":310.671,"body":"And I, I guess giving you mine to"},{"speaker":"Alex Baker","startTime":304.851,"endTime":310.671,"body":"start with what I was, the first"},{"speaker":"Alex Baker","startTime":310.671,"endTime":315.891,"body":"thing that amazed me and continues"},{"speaker":"Alex Baker","startTime":310.671,"endTime":315.891,"body":"to really about connect is how I,"},{"speaker":"Alex Baker","startTime":315.891,"endTime":320.491,"body":"as an individual can set up an AWS"},{"speaker":"Alex Baker","startTime":315.891,"endTime":320.491,"body":"account with my credit card and I can"},{"speaker":"Alex Baker","startTime":320.491,"endTime":322.161,"body":"just go and spin up a contact center."},{"speaker":"Alex Baker","startTime":322.821,"endTime":327.541,"body":"So there's no barriers to entry,"},{"speaker":"Alex Baker","startTime":322.821,"endTime":327.541,"body":"no set up costs, no kind of contact"},{"speaker":"Alex Baker","startTime":327.611,"endTime":329.491,"body":"the sales team to find out more."},{"speaker":"Alex Baker","startTime":330.001,"endTime":334.801,"body":"And coming from a Cisco background"},{"speaker":"Alex Baker","startTime":330.001,"endTime":334.801,"body":"that absolutely blew my mind."},{"speaker":"Alex Baker","startTime":334.851,"endTime":339.311,"body":"So you could never really have your"},{"speaker":"Alex Baker","startTime":334.851,"endTime":339.311,"body":"own lab set up that easily on Cisco."},{"speaker":"Alex Baker","startTime":339.311,"endTime":340.756,"body":"There were, you had to."},{"speaker":"Alex Baker","startTime":341.156,"endTime":344.426,"body":"Procure servers and, and, and"},{"speaker":"Alex Baker","startTime":341.156,"endTime":344.426,"body":"licenses and that kind of thing."},{"speaker":"Alex Baker","startTime":344.766,"endTime":347.286,"body":"That was the, the one"},{"speaker":"Alex Baker","startTime":344.766,"endTime":347.286,"body":"thing that blew me away."},{"speaker":"Alex Baker","startTime":347.316,"endTime":349.466,"body":"So yeah, what about your"},{"speaker":"Alex Baker","startTime":347.316,"endTime":349.466,"body":"first impressions of it?"},{"speaker":"John Ing","startTime":349.996,"endTime":350.926,"body":"Very, very similar."},{"speaker":"John Ing","startTime":351.106,"endTime":354.586,"body":"Yeah, it's sort of the context I had"},{"speaker":"John Ing","startTime":351.106,"endTime":354.586,"body":"though, which I think really brings it to"},{"speaker":"John Ing","startTime":354.586,"endTime":361.126,"body":"life even more was I was running a sort"},{"speaker":"John Ing","startTime":354.586,"endTime":361.126,"body":"of transformation program at that time we"},{"speaker":"John Ing","startTime":361.126,"endTime":364.466,"body":"had yeah, as I say, at the bank, we were"},{"speaker":"John Ing","startTime":361.126,"endTime":364.466,"body":"primarily on Cisco, but we did still have"},{"speaker":"John Ing","startTime":364.466,"endTime":366.246,"body":"some legacy aspect systems out there."},{"speaker":"John Ing","startTime":366.841,"endTime":370.761,"body":"Which bizarrely enough I'd installed"},{"speaker":"John Ing","startTime":366.841,"endTime":370.761,"body":"originally sort of 25 years prior and we"},{"speaker":"John Ing","startTime":370.851,"endTime":375.266,"body":"were looking to replace them and you know"},{"speaker":"John Ing","startTime":370.851,"endTime":375.266,"body":"the program of work Was sort of stretching"},{"speaker":"John Ing","startTime":375.266,"endTime":380.256,"body":"out like 18 months of which the first nine"},{"speaker":"John Ing","startTime":375.266,"endTime":380.256,"body":"months was go and purchase the hardware"},{"speaker":"John Ing","startTime":380.306,"endTime":384.126,"body":"to build the system And then deploy the"},{"speaker":"John Ing","startTime":380.306,"endTime":384.126,"body":"software and the applications on top of"},{"speaker":"John Ing","startTime":384.156,"endTime":388.226,"body":"the hardware So I had a program of about"},{"speaker":"John Ing","startTime":384.156,"endTime":388.226,"body":"18 months of which nine months was about"},{"speaker":"John Ing","startTime":388.476,"endTime":391.936,"body":"infrastructure And here I am looking at"},{"speaker":"John Ing","startTime":388.476,"endTime":391.936,"body":"Amazon cadet where you can log in with a"},{"speaker":"John Ing","startTime":391.936,"endTime":396.586,"body":"credit card and you know Place a call and"},{"speaker":"John Ing","startTime":391.936,"endTime":396.586,"body":"receive a call within literally minutes"},{"speaker":"John Ing","startTime":396.836,"endTime":400.676,"body":"You're not necessarily robust enough"},{"speaker":"John Ing","startTime":396.836,"endTime":400.676,"body":"for a enterprise organization But enough"},{"speaker":"John Ing","startTime":400.676,"endTime":402.616,"body":"to demonstrate the art of the possible."},{"speaker":"John Ing","startTime":402.666,"endTime":406.686,"body":"And that's really what hooked me was"},{"speaker":"John Ing","startTime":402.666,"endTime":406.686,"body":"that it really changed the dynamic of"},{"speaker":"John Ing","startTime":406.686,"endTime":408.026,"body":"how you would build a contact center."},{"speaker":"Tom Morgan","startTime":408.571,"endTime":412.521,"body":"Yeah, they really rode that"},{"speaker":"Tom Morgan","startTime":408.571,"endTime":412.521,"body":"wave of cloud computing, which now is"},{"speaker":"Tom Morgan","startTime":412.731,"endTime":414.871,"body":"everywhere, but then was different."},{"speaker":"Tom Morgan","startTime":414.921,"endTime":417.471,"body":"And yeah, it's good timing, I guess."},{"speaker":"Tom Morgan","startTime":417.631,"endTime":423.581,"body":"And how was that received in your world,"},{"speaker":"Tom Morgan","startTime":417.631,"endTime":423.581,"body":"like the financial services industry?"},{"speaker":"Tom Morgan","startTime":423.861,"endTime":427.061,"body":"I have this perception of"},{"speaker":"Tom Morgan","startTime":423.861,"endTime":427.061,"body":"financial services being quite"},{"speaker":"Tom Morgan","startTime":427.061,"endTime":428.331,"body":"cautious, understandably."},{"speaker":"Tom Morgan","startTime":428.656,"endTime":429.886,"body":"Maybe slow moving."},{"speaker":"Tom Morgan","startTime":430.086,"endTime":432.976,"body":"I don't know if that's fair, but"},{"speaker":"Tom Morgan","startTime":430.086,"endTime":432.976,"body":"it's all risk averse, I suppose."},{"speaker":"Tom Morgan","startTime":433.146,"endTime":437.216,"body":"And here comes this cloud computing thing"},{"speaker":"Tom Morgan","startTime":433.146,"endTime":437.216,"body":"where you don't own the servers and you"},{"speaker":"Tom Morgan","startTime":437.216,"endTime":439.756,"body":"can't touch anything and it's ephemeral."},{"speaker":"Tom Morgan","startTime":439.836,"endTime":441.706,"body":"Like, how did, how did that go down?"},{"speaker":"John Ing","startTime":442.136,"endTime":443.516,"body":"Challenging was the word."},{"speaker":"John Ing","startTime":443.646,"endTime":448.726,"body":"At the time yeah, there was a lot of"},{"speaker":"John Ing","startTime":443.646,"endTime":448.726,"body":"And I think this is really important"},{"speaker":"John Ing","startTime":448.726,"endTime":452.136,"body":"to understand at the same time is that"},{"speaker":"John Ing","startTime":448.726,"endTime":452.136,"body":"this is where large organizations,"},{"speaker":"John Ing","startTime":452.136,"endTime":455.626,"body":"enterprise organizations are also"},{"speaker":"John Ing","startTime":452.136,"endTime":455.626,"body":"looking at the broader cloud strategies."},{"speaker":"John Ing","startTime":456.231,"endTime":457.111,"body":"At the same time."},{"speaker":"John Ing","startTime":457.111,"endTime":459.091,"body":"So I think that helped quite a bit."},{"speaker":"John Ing","startTime":459.751,"endTime":463.251,"body":"But as you say, you know, financial"},{"speaker":"John Ing","startTime":459.751,"endTime":463.251,"body":"services, you know, fairly risk"},{"speaker":"John Ing","startTime":463.251,"endTime":466.211,"body":"averse didn't necessarily want"},{"speaker":"John Ing","startTime":463.251,"endTime":466.211,"body":"to be on the bleeding edge."},{"speaker":"John Ing","startTime":466.501,"endTime":469.131,"body":"Invariably it was difficult to get them on"},{"speaker":"John Ing","startTime":466.501,"endTime":469.131,"body":"the leading edge, but, you know, certainly"},{"speaker":"John Ing","startTime":469.131,"endTime":471.461,"body":"not to be the first to doing something."},{"speaker":"John Ing","startTime":472.061,"endTime":473.081,"body":"But through."},{"speaker":"John Ing","startTime":473.656,"endTime":478.326,"body":"Some, you know, test and learn some"},{"speaker":"John Ing","startTime":473.656,"endTime":478.326,"body":"proof of concepts and working with"},{"speaker":"John Ing","startTime":478.536,"endTime":482.606,"body":"the relevant stakeholders within the"},{"speaker":"John Ing","startTime":478.536,"endTime":482.606,"body":"bank at the time to build up some"},{"speaker":"John Ing","startTime":482.616,"endTime":485.906,"body":"support and also some credibility"},{"speaker":"John Ing","startTime":482.616,"endTime":485.906,"body":"in the technology as well, which was"},{"speaker":"John Ing","startTime":485.906,"endTime":488.716,"body":"really, really important, you know, to"},{"speaker":"John Ing","startTime":485.906,"endTime":488.716,"body":"actually demonstrate what it could do."},{"speaker":"John Ing","startTime":489.216,"endTime":491.956,"body":"And you need to remember this is"},{"speaker":"John Ing","startTime":489.216,"endTime":491.956,"body":"back in 2018 and where Connect was"},{"speaker":"John Ing","startTime":491.986,"endTime":495.226,"body":"at that point in time, but still"},{"speaker":"John Ing","startTime":491.986,"endTime":495.226,"body":"demonstrate what it could do and"},{"speaker":"John Ing","startTime":495.226,"endTime":497.476,"body":"then get buy in and support from now."},{"speaker":"John Ing","startTime":498.146,"endTime":503.016,"body":"And, you know, again, organizations were"},{"speaker":"John Ing","startTime":498.146,"endTime":503.016,"body":"beginning to move more towards sort of HR"},{"speaker":"John Ing","startTime":503.016,"endTime":508.216,"body":"ways of working, you know, the term MVP"},{"speaker":"John Ing","startTime":503.016,"endTime":508.216,"body":"was beginning to be mentioned quite a lot."},{"speaker":"John Ing","startTime":508.506,"endTime":511.946,"body":"So there was a number of things that"},{"speaker":"John Ing","startTime":508.506,"endTime":511.946,"body":"I think helped, but nonetheless,"},{"speaker":"John Ing","startTime":511.986,"endTime":514.476,"body":"it was a really, you know, it"},{"speaker":"John Ing","startTime":511.986,"endTime":514.476,"body":"was quite a challenging time."},{"speaker":"John Ing","startTime":514.526,"endTime":519.256,"body":"I did feel as if I was being a bit"},{"speaker":"John Ing","startTime":514.526,"endTime":519.256,"body":"of a pioneer at the time, but again,"},{"speaker":"John Ing","startTime":519.306,"endTime":520.666,"body":"for me, that made it even more."},{"speaker":"John Ing","startTime":521.111,"endTime":524.371,"body":"exciting and you know, in some"},{"speaker":"John Ing","startTime":521.111,"endTime":524.371,"body":"ways made me even more determined."},{"speaker":"Alex Baker","startTime":524.961,"endTime":528.031,"body":"Just picking up on"},{"speaker":"Alex Baker","startTime":524.961,"endTime":528.031,"body":"your point about proof of concept."},{"speaker":"Alex Baker","startTime":528.491,"endTime":532.931,"body":"Do you think that, going back again"},{"speaker":"Alex Baker","startTime":528.491,"endTime":532.931,"body":"to my Cisco experience, it was, it's"},{"speaker":"Alex Baker","startTime":532.961,"endTime":537.111,"body":"always very difficult to put in a"},{"speaker":"Alex Baker","startTime":532.961,"endTime":537.111,"body":"small proof of concept on some of those"},{"speaker":"Alex Baker","startTime":537.111,"endTime":542.061,"body":"legacy technologies and just prove"},{"speaker":"Alex Baker","startTime":537.111,"endTime":542.061,"body":"something, prove its value quickly."},{"speaker":"Alex Baker","startTime":542.456,"endTime":544.936,"body":"If it hasn't worked fine, move on."},{"speaker":"Alex Baker","startTime":545.216,"endTime":549.666,"body":"It was it, was it the ability to do"},{"speaker":"Alex Baker","startTime":545.216,"endTime":549.666,"body":"that, that you think really gave Amazon"},{"speaker":"Alex Baker","startTime":549.676,"endTime":554.186,"body":"that foot in the door with places"},{"speaker":"Alex Baker","startTime":549.676,"endTime":554.186,"body":"like the big financial institutions?"},{"speaker":"John Ing","startTime":555.066,"endTime":556.046,"body":"I think so."},{"speaker":"John Ing","startTime":556.066,"endTime":558.696,"body":"And again, I'll kind of, I'll kind of"},{"speaker":"John Ing","startTime":556.066,"endTime":558.696,"body":"go from my own personal experience."},{"speaker":"John Ing","startTime":558.716,"endTime":561.756,"body":"Yeah, yeah, we were running, I mentioned"},{"speaker":"John Ing","startTime":558.716,"endTime":561.756,"body":"this other last program that we're"},{"speaker":"John Ing","startTime":561.756,"endTime":563.516,"body":"running and then part of that was."},{"speaker":"John Ing","startTime":564.061,"endTime":566.381,"body":"Yeah, moving to sort of"},{"speaker":"John Ing","startTime":564.061,"endTime":566.381,"body":"natural language as well."},{"speaker":"John Ing","startTime":566.861,"endTime":569.841,"body":"So, you know, the natural language"},{"speaker":"John Ing","startTime":566.861,"endTime":569.841,"body":"of beginning, so moving away from a"},{"speaker":"John Ing","startTime":569.841,"endTime":574.871,"body":"DTMF IVR to a natural language IVR"},{"speaker":"John Ing","startTime":569.841,"endTime":574.871,"body":"was very much high on businesses"},{"speaker":"John Ing","startTime":574.871,"endTime":576.221,"body":"agendas at that point in time."},{"speaker":"John Ing","startTime":576.741,"endTime":580.331,"body":"And we did a proof of concept of"},{"speaker":"John Ing","startTime":576.741,"endTime":580.331,"body":"doing some sort of intent analysis"},{"speaker":"John Ing","startTime":580.431,"endTime":586.101,"body":"and some intent capture using both the"},{"speaker":"John Ing","startTime":580.431,"endTime":586.101,"body":"sort of platform of choice of record"},{"speaker":"John Ing","startTime":586.101,"endTime":589.221,"body":"within the bank at that time and"},{"speaker":"John Ing","startTime":586.101,"endTime":589.221,"body":"what we could do with Amazon Connect."},{"speaker":"John Ing","startTime":589.901,"endTime":592.991,"body":"And, you know, from the, you know, sort"},{"speaker":"John Ing","startTime":589.901,"endTime":592.991,"body":"of the plan of record, we were talking"},{"speaker":"John Ing","startTime":592.991,"endTime":596.351,"body":"about, you know, sort of three to"},{"speaker":"John Ing","startTime":592.991,"endTime":596.351,"body":"four months of work and effort to get"},{"speaker":"John Ing","startTime":596.351,"endTime":598.391,"body":"to the conclusion of Amazon Connect."},{"speaker":"John Ing","startTime":598.391,"endTime":599.331,"body":"It was four days."},{"speaker":"John Ing","startTime":600.081,"endTime":602.701,"body":"And that really starts to bring"},{"speaker":"John Ing","startTime":600.081,"endTime":602.701,"body":"to life what the differences"},{"speaker":"John Ing","startTime":602.731,"endTime":605.161,"body":"start to make, make people sit up."},{"speaker":"John Ing","startTime":605.201,"endTime":605.631,"body":"Yeah."},{"speaker":"John Ing","startTime":605.881,"endTime":608.501,"body":"And being able to demonstrate"},{"speaker":"John Ing","startTime":605.881,"endTime":608.501,"body":"that was really powerful."},{"speaker":"John Ing","startTime":609.001,"endTime":609.441,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":609.531,"endTime":613.551,"body":"And how, how ready"},{"speaker":"Tom Morgan","startTime":609.531,"endTime":613.551,"body":"was Amazon connect when you"},{"speaker":"Tom Morgan","startTime":613.561,"endTime":615.701,"body":"first started looking at it?"},{"speaker":"Tom Morgan","startTime":615.701,"endTime":617.521,"body":"I'm just trying to think like"},{"speaker":"Tom Morgan","startTime":615.701,"endTime":617.521,"body":"it was quite a while ago."},{"speaker":"Tom Morgan","startTime":617.521,"endTime":619.291,"body":"It was quite early on in its life cycle."},{"speaker":"Tom Morgan","startTime":619.801,"endTime":623.691,"body":"You know, how, how fit for purpose was"},{"speaker":"Tom Morgan","startTime":619.801,"endTime":623.691,"body":"it and, and did, I mean, and was that"},{"speaker":"Tom Morgan","startTime":623.701,"endTime":628.161,"body":"a conversation like that you, you know,"},{"speaker":"Tom Morgan","startTime":623.701,"endTime":628.161,"body":"cause you know, you were working large"},{"speaker":"Tom Morgan","startTime":628.161,"endTime":630.661,"body":"bank, you have that clout as well."},{"speaker":"Tom Morgan","startTime":630.921,"endTime":634.241,"body":"Was it a kind of a two way thing with,"},{"speaker":"Tom Morgan","startTime":630.921,"endTime":634.241,"body":"with Amazon connect or was it, you"},{"speaker":"Tom Morgan","startTime":634.271,"endTime":637.721,"body":"just kind of, it just fortuitous timing"},{"speaker":"Tom Morgan","startTime":634.271,"endTime":637.721,"body":"that the features arrive when they"},{"speaker":"Tom Morgan","startTime":637.731,"endTime":639.361,"body":"arrived as you were making your journey?"},{"speaker":"John Ing","startTime":639.951,"endTime":643.601,"body":"No, I mean, in, in the early"},{"speaker":"John Ing","startTime":639.951,"endTime":643.601,"body":"days it was you know, connect itself was"},{"speaker":"John Ing","startTime":643.601,"endTime":645.641,"body":"literally just a voice contact center."},{"speaker":"John Ing","startTime":646.211,"endTime":646.981,"body":"It did have."},{"speaker":"John Ing","startTime":647.561,"endTime":650.291,"body":"Natural language at the"},{"speaker":"John Ing","startTime":647.561,"endTime":650.291,"body":"time, although that was a, an"},{"speaker":"John Ing","startTime":650.331,"endTime":651.811,"body":"earlier version of Lex as well."},{"speaker":"John Ing","startTime":652.461,"endTime":656.961,"body":"And yeah, I think AWS were pleasantly"},{"speaker":"John Ing","startTime":652.461,"endTime":656.961,"body":"surprised that there was an interest"},{"speaker":"John Ing","startTime":656.961,"endTime":658.551,"body":"from a large bank at that point in time."},{"speaker":"John Ing","startTime":658.551,"endTime":661.201,"body":"I don't think they anticipated"},{"speaker":"John Ing","startTime":658.551,"endTime":661.201,"body":"that take up that quickly."},{"speaker":"John Ing","startTime":661.841,"endTime":666.691,"body":"But it was, I guess it was a combination"},{"speaker":"John Ing","startTime":661.841,"endTime":666.691,"body":"of factors that resulted in that"},{"speaker":"John Ing","startTime":666.691,"endTime":670.421,"body":"conversation with AWS to drive that"},{"speaker":"John Ing","startTime":666.691,"endTime":670.421,"body":"a little bit, which gave certainly"},{"speaker":"John Ing","startTime":670.421,"endTime":674.001,"body":"me, The ability to influence AWS."},{"speaker":"John Ing","startTime":674.551,"endTime":679.741,"body":"And even to today, it's helped me even"},{"speaker":"John Ing","startTime":674.551,"endTime":679.741,"body":"even more recently in organizations"},{"speaker":"John Ing","startTime":679.741,"endTime":682.541,"body":"where I'm helping them do what"},{"speaker":"John Ing","startTime":679.741,"endTime":682.541,"body":"they're doing with connect, et cetera."},{"speaker":"John Ing","startTime":682.801,"endTime":684.401,"body":"Having built that relationship with a W."},{"speaker":"John Ing","startTime":684.401,"endTime":684.531,"body":"S."},{"speaker":"John Ing","startTime":684.531,"endTime":686.201,"body":"and Amazon Connect"},{"speaker":"John Ing","startTime":684.531,"endTime":686.201,"body":"product teams, et cetera."},{"speaker":"John Ing","startTime":686.201,"endTime":687.891,"body":"How they work is really, really important."},{"speaker":"John Ing","startTime":688.471,"endTime":693.711,"body":"And getting them bought into where we were"},{"speaker":"John Ing","startTime":688.471,"endTime":693.711,"body":"going and having that long term view And"},{"speaker":"John Ing","startTime":693.711,"endTime":697.301,"body":"again, one of the most powerful things"},{"speaker":"John Ing","startTime":693.711,"endTime":697.301,"body":"that we did within the bank at the time"},{"speaker":"John Ing","startTime":697.301,"endTime":701.701,"body":"was and you, if you're familiar with AWS"},{"speaker":"John Ing","startTime":697.301,"endTime":701.701,"body":"and Amazon, you'd be aware of the working"},{"speaker":"John Ing","startTime":701.711,"endTime":705.411,"body":"backwards principles, you know, we adopted"},{"speaker":"John Ing","startTime":701.711,"endTime":705.411,"body":"the working backwards, you know, where"},{"speaker":"John Ing","startTime":705.411,"endTime":709.061,"body":"we're trying to get to over the next two"},{"speaker":"John Ing","startTime":705.411,"endTime":709.061,"body":"or three years, work back from there and"},{"speaker":"John Ing","startTime":709.061,"endTime":713.061,"body":"then work forwards, you know, start small,"},{"speaker":"John Ing","startTime":709.061,"endTime":713.061,"body":"think big and all that good, good stuff."},{"speaker":"John Ing","startTime":713.541,"endTime":715.051,"body":"And that conversation"},{"speaker":"John Ing","startTime":713.541,"endTime":715.051,"body":"really, really helped."},{"speaker":"John Ing","startTime":715.071,"endTime":718.341,"body":"So, so we had a vision and a strategy"},{"speaker":"John Ing","startTime":715.071,"endTime":718.341,"body":"where we want to get to, and these"},{"speaker":"John Ing","startTime":718.341,"endTime":719.811,"body":"were the early steps of getting there."},{"speaker":"John Ing","startTime":719.811,"endTime":719.891,"body":"Yeah."},{"speaker":"John Ing","startTime":720.491,"endTime":721.821,"body":"Which made that a little bit easier."},{"speaker":"John Ing","startTime":721.931,"endTime":723.671,"body":"Nonetheless, it was, it wasn't easy."},{"speaker":"John Ing","startTime":723.681,"endTime":725.061,"body":"You know, it was, it was quite difficult."},{"speaker":"John Ing","startTime":725.091,"endTime":725.781,"body":"It was challenging."},{"speaker":"John Ing","startTime":726.401,"endTime":730.571,"body":"The incumbent was, was, you know, fighting"},{"speaker":"John Ing","startTime":726.401,"endTime":730.571,"body":"quite hard to keep their, of course,"},{"speaker":"John Ing","startTime":730.801,"endTime":732.531,"body":"the position within the bank, et cetera."},{"speaker":"John Ing","startTime":733.061,"endTime":733.241,"body":"Yep."},{"speaker":"Tom Morgan","startTime":733.241,"endTime":733.441,"body":"Yep."},{"speaker":"Tom Morgan","startTime":733.671,"endTime":738.011,"body":"And how, just kind of fast forwarding"},{"speaker":"Tom Morgan","startTime":733.671,"endTime":738.011,"body":"to today, how do you see connect"},{"speaker":"Tom Morgan","startTime":738.011,"endTime":742.131,"body":"sitting at the moment amongst,"},{"speaker":"Tom Morgan","startTime":738.011,"endTime":742.131,"body":"amongst its competition in, in places"},{"speaker":"Tom Morgan","startTime":742.131,"endTime":745.241,"body":"like, you know, the banking sector"},{"speaker":"Tom Morgan","startTime":742.131,"endTime":745.241,"body":"that you're sort of familiar with?"},{"speaker":"Tom Morgan","startTime":745.661,"endTime":748.381,"body":"Is it, you know, has it won that race?"},{"speaker":"Tom Morgan","startTime":748.381,"endTime":750.121,"body":"Is it still very much in contention?"},{"speaker":"Tom Morgan","startTime":750.121,"endTime":753.281,"body":"Like it's, is, is the race"},{"speaker":"Tom Morgan","startTime":750.121,"endTime":753.281,"body":"done or is it still like,"},{"speaker":"John Ing","startTime":753.381,"endTime":754.031,"body":"are there still gaps?"},{"speaker":"John Ing","startTime":754.501,"endTime":756.391,"body":"No, I think, I think there's"},{"speaker":"John Ing","startTime":754.501,"endTime":756.391,"body":"always going to be gaps."},{"speaker":"John Ing","startTime":756.391,"endTime":760.551,"body":"I think I think what, what I"},{"speaker":"John Ing","startTime":756.391,"endTime":760.551,"body":"see as, as being different."},{"speaker":"John Ing","startTime":761.251,"endTime":764.661,"body":"And if I think back to where Connect"},{"speaker":"John Ing","startTime":761.251,"endTime":764.661,"body":"started back in, I think it was"},{"speaker":"John Ing","startTime":764.671,"endTime":766.421,"body":"launched at re invent in 2017."},{"speaker":"John Ing","startTime":766.431,"endTime":769.081,"body":"So my engagement with Connect"},{"speaker":"John Ing","startTime":766.431,"endTime":769.081,"body":"was literally within months of"},{"speaker":"John Ing","startTime":769.081,"endTime":772.051,"body":"it being launched as a voice"},{"speaker":"John Ing","startTime":769.081,"endTime":772.051,"body":"platform, primarily chat."},{"speaker":"John Ing","startTime":772.686,"endTime":775.856,"body":"And sort of the analogy I, I,"},{"speaker":"John Ing","startTime":772.686,"endTime":775.856,"body":"I sort of talk about very much"},{"speaker":"John Ing","startTime":776.076,"endTime":777.466,"body":"is, is, is a football team."},{"speaker":"John Ing","startTime":777.466,"endTime":779.186,"body":"So a football team's got 11 players."},{"speaker":"John Ing","startTime":779.466,"endTime":783.046,"body":"When Connect came out, Connect was"},{"speaker":"John Ing","startTime":779.466,"endTime":783.046,"body":"like the the centre midfield player."},{"speaker":"John Ing","startTime":783.296,"endTime":787.076,"body":"All the 10 players on the field were"},{"speaker":"John Ing","startTime":783.296,"endTime":787.076,"body":"still other third party products."},{"speaker":"John Ing","startTime":787.396,"endTime":790.126,"body":"You know, could be, you know,"},{"speaker":"John Ing","startTime":787.396,"endTime":790.126,"body":"voice workforce management,"},{"speaker":"John Ing","startTime":790.566,"endTime":794.186,"body":"could be speech analytics natural"},{"speaker":"John Ing","startTime":790.566,"endTime":794.186,"body":"language biometrics, et cetera."},{"speaker":"John Ing","startTime":794.546,"endTime":797.416,"body":"So you would have, you would still have to"},{"speaker":"John Ing","startTime":794.546,"endTime":797.416,"body":"integrate with all these other partners."},{"speaker":"John Ing","startTime":797.936,"endTime":801.556,"body":"And over the last sort of six years or"},{"speaker":"John Ing","startTime":797.936,"endTime":801.556,"body":"so, that, that football team has become"},{"speaker":"John Ing","startTime":801.556,"endTime":804.706,"body":"more native AWS products and services."},{"speaker":"John Ing","startTime":804.856,"endTime":805.176,"body":"Got it."},{"speaker":"John Ing","startTime":805.196,"endTime":806.446,"body":"They've been filling in the gaps."},{"speaker":"John Ing","startTime":806.466,"endTime":806.836,"body":"Yeah."},{"speaker":"John Ing","startTime":807.076,"endTime":810.696,"body":"You know, and it's like any football team,"},{"speaker":"John Ing","startTime":807.076,"endTime":810.696,"body":"you know, they're always striving to,"},{"speaker":"John Ing","startTime":810.726,"endTime":812.536,"body":"to be the best and buy the best players."},{"speaker":"John Ing","startTime":812.826,"endTime":815.396,"body":"And therefore, you know, where they've"},{"speaker":"John Ing","startTime":812.826,"endTime":815.396,"body":"got some product at the moment, you"},{"speaker":"John Ing","startTime":815.396,"endTime":817.146,"body":"know, take voice ideas, an example."},{"speaker":"John Ing","startTime":817.626,"endTime":819.776,"body":"You know, hopefully they'll"},{"speaker":"John Ing","startTime":817.626,"endTime":819.776,"body":"continue to, to evolve that."},{"speaker":"John Ing","startTime":819.856,"endTime":823.366,"body":"The things like workforce"},{"speaker":"John Ing","startTime":819.856,"endTime":823.366,"body":"management, the FCS side of connect."},{"speaker":"John Ing","startTime":823.876,"endTime":828.006,"body":"You know, I've been quite close to that"},{"speaker":"John Ing","startTime":823.876,"endTime":828.006,"body":"evolved product over the last couple of"},{"speaker":"John Ing","startTime":828.006,"endTime":831.676,"body":"years and see it come to, you know, quite"},{"speaker":"John Ing","startTime":828.006,"endTime":831.676,"body":"a quite a good product set still a long"},{"speaker":"John Ing","startTime":831.676,"endTime":835.966,"body":"way to go, but I've been quite close to"},{"speaker":"John Ing","startTime":831.676,"endTime":835.966,"body":"that and I can see that across, you know,"},{"speaker":"John Ing","startTime":835.966,"endTime":841.846,"body":"with cases the the, the M I contact lens"},{"speaker":"John Ing","startTime":835.966,"endTime":841.846,"body":"and what that can do, the dashboards"},{"speaker":"John Ing","startTime":841.846,"endTime":842.946,"body":"that are now starting to appear."},{"speaker":"John Ing","startTime":843.521,"endTime":845.981,"body":"And, you know, I think as long as"},{"speaker":"John Ing","startTime":843.521,"endTime":845.981,"body":"customers are using the platform"},{"speaker":"John Ing","startTime":846.371,"endTime":851.111,"body":"providing that feedback and giving"},{"speaker":"John Ing","startTime":846.371,"endTime":851.111,"body":"that feedback to AWS in the right way"},{"speaker":"John Ing","startTime":851.501,"endTime":854.071,"body":"generates that, that product improvement."},{"speaker":"John Ing","startTime":854.601,"endTime":857.541,"body":"I mean, there are other players out"},{"speaker":"John Ing","startTime":854.601,"endTime":857.541,"body":"there that still got very competitive"},{"speaker":"John Ing","startTime":857.541,"endTime":860.781,"body":"products and, you know, in some"},{"speaker":"John Ing","startTime":857.541,"endTime":860.781,"body":"ways keen for that to continue."},{"speaker":"John Ing","startTime":861.421,"endTime":863.531,"body":"You know, competition is"},{"speaker":"John Ing","startTime":861.421,"endTime":863.531,"body":"good for the marketplace."},{"speaker":"John Ing","startTime":864.071,"endTime":866.681,"body":"So, you know, yeah, well,"},{"speaker":"John Ing","startTime":864.071,"endTime":866.681,"body":"there'll be some consolidation."},{"speaker":"John Ing","startTime":866.681,"endTime":867.761,"body":"I think there is happening."},{"speaker":"John Ing","startTime":867.801,"endTime":868.851,"body":"That's happening at the moment."},{"speaker":"John Ing","startTime":869.401,"endTime":873.941,"body":"But, you know, for me, I'd like to see"},{"speaker":"John Ing","startTime":869.401,"endTime":873.941,"body":"connect and AWS continue to evolve the way"},{"speaker":"John Ing","startTime":873.941,"endTime":877.471,"body":"they have done over the last six years,"},{"speaker":"John Ing","startTime":873.941,"endTime":877.471,"body":"listen to what customers are saying,"},{"speaker":"John Ing","startTime":877.481,"endTime":881.251,"body":"listen to what customers are needing"},{"speaker":"John Ing","startTime":877.481,"endTime":881.251,"body":"to rather than focusing on a complete"},{"speaker":"John Ing","startTime":881.841,"endTime":886.241,"body":"feature list, which is the way it used"},{"speaker":"John Ing","startTime":881.841,"endTime":886.241,"body":"to be done to really focus on what's"},{"speaker":"John Ing","startTime":886.511,"endTime":888.831,"body":"really needed now to help businesses."},{"speaker":"John Ing","startTime":889.281,"endTime":890.991,"body":"provide the best customer"},{"speaker":"John Ing","startTime":889.281,"endTime":890.991,"body":"experience I can."},{"speaker":"Alex Baker","startTime":891.821,"endTime":892.591,"body":"I quite like that."},{"speaker":"Alex Baker","startTime":892.841,"endTime":897.791,"body":"And, you know, not necessarily focusing"},{"speaker":"Alex Baker","startTime":892.841,"endTime":897.791,"body":"on those big ticket items like introducing"},{"speaker":"Alex Baker","startTime":897.791,"endTime":902.831,"body":"a forecasting and scheduling tool,"},{"speaker":"Alex Baker","startTime":897.791,"endTime":902.831,"body":"but also accepting the feedback around"},{"speaker":"Alex Baker","startTime":902.861,"endTime":905.471,"body":"things like the general UI and usability."},{"speaker":"Alex Baker","startTime":906.071,"endTime":909.691,"body":"So, for example, some of the"},{"speaker":"Alex Baker","startTime":906.071,"endTime":909.691,"body":"integrations have become tighter."},{"speaker":"Alex Baker","startTime":909.881,"endTime":915.001,"body":"I remember in lambda function in a"},{"speaker":"Alex Baker","startTime":909.881,"endTime":915.001,"body":"contact flow, Originally you had to"},{"speaker":"Alex Baker","startTime":915.001,"endTime":919.281,"body":"run a command line prompt to associate"},{"speaker":"Alex Baker","startTime":915.001,"endTime":919.281,"body":"the function with the instance."},{"speaker":"Alex Baker","startTime":919.941,"endTime":923.531,"body":"Whereas now it's just fire a"},{"speaker":"Alex Baker","startTime":919.941,"endTime":923.531,"body":"dropdown selection in the UI."},{"speaker":"Alex Baker","startTime":923.961,"endTime":928.921,"body":"And the other one that kind of used to"},{"speaker":"Alex Baker","startTime":923.961,"endTime":928.921,"body":"frequently annoy me until it was, until"},{"speaker":"Alex Baker","startTime":928.921,"endTime":933.781,"body":"it support was added, but as the, the"},{"speaker":"Alex Baker","startTime":928.921,"endTime":933.781,"body":"copy and paste of blocks in the contact"},{"speaker":"Alex Baker","startTime":933.781,"endTime":937.791,"body":"flow editor, so you never used to be"},{"speaker":"Alex Baker","startTime":933.781,"endTime":937.791,"body":"able to do that and the, and that whole."},{"speaker":"Alex Baker","startTime":938.321,"endTime":942.961,"body":"The, the UI little tiny improvements"},{"speaker":"Alex Baker","startTime":938.321,"endTime":942.961,"body":"I'm glad that they, they do"},{"speaker":"Alex Baker","startTime":943.001,"endTime":946.421,"body":"give that some focus rather than"},{"speaker":"Alex Baker","startTime":943.001,"endTime":946.421,"body":"just the those big ticket items."},{"speaker":"John Ing","startTime":946.911,"endTime":947.991,"body":"Yeah, no, indeed Alex."},{"speaker":"John Ing","startTime":947.991,"endTime":948.191,"body":"Yeah."},{"speaker":"John Ing","startTime":948.221,"endTime":950.471,"body":"And they're really important things."},{"speaker":"John Ing","startTime":950.471,"endTime":956.296,"body":"You know, cause, you know, Amazon's about"},{"speaker":"John Ing","startTime":950.471,"endTime":956.296,"body":"building and, you know, for you to get"},{"speaker":"John Ing","startTime":956.296,"endTime":959.896,"body":"the best out of connect, you need to have"},{"speaker":"John Ing","startTime":956.296,"endTime":959.896,"body":"the ability to build and configure it."},{"speaker":"John Ing","startTime":960.396,"endTime":963.476,"body":"You know, they use the analogy of the"},{"speaker":"John Ing","startTime":960.396,"endTime":963.476,"body":"Lego bricks, and you can either build"},{"speaker":"John Ing","startTime":963.486,"endTime":967.576,"body":"a, you know, a car with it, a plane with"},{"speaker":"John Ing","startTime":963.486,"endTime":967.576,"body":"it, or a boat with it, it's up to you"},{"speaker":"John Ing","startTime":967.946,"endTime":971.876,"body":"depending on what your use case is, but"},{"speaker":"John Ing","startTime":967.946,"endTime":971.876,"body":"you need people to be able to do that,"},{"speaker":"John Ing","startTime":972.426,"endTime":975.616,"body":"and therefore the easier that you make"},{"speaker":"John Ing","startTime":972.426,"endTime":975.616,"body":"that for the people that are trying to"},{"speaker":"John Ing","startTime":975.616,"endTime":979.556,"body":"do that, the better, and that's where"},{"speaker":"John Ing","startTime":975.616,"endTime":979.556,"body":"I think a big advance will be, is, and"},{"speaker":"John Ing","startTime":979.556,"endTime":985.871,"body":"we're also starting to see that already"},{"speaker":"John Ing","startTime":979.556,"endTime":985.871,"body":"through some of the Gen AI stuff is, it's"},{"speaker":"John Ing","startTime":985.891,"endTime":989.401,"body":"clever, but it also makes it easier to"},{"speaker":"John Ing","startTime":985.891,"endTime":989.401,"body":"do what, you know, to use the technology."},{"speaker":"John Ing","startTime":989.411,"endTime":990.541,"body":"And I think that's"},{"speaker":"John Ing","startTime":989.411,"endTime":990.541,"body":"really, really important."},{"speaker":"John Ing","startTime":990.551,"endTime":993.881,"body":"The easier you make the technology used,"},{"speaker":"John Ing","startTime":990.551,"endTime":993.881,"body":"the more likely it is to be consumed."},{"speaker":"John Ing","startTime":994.581,"endTime":994.941,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":995.011,"endTime":998.251,"body":"And I think, I think that's"},{"speaker":"Tom Morgan","startTime":995.011,"endTime":998.251,"body":"the answer as well for, for any partners"},{"speaker":"Tom Morgan","startTime":998.271,"endTime":1001.661,"body":"who, cause it can be easy to get"},{"speaker":"Tom Morgan","startTime":998.271,"endTime":1001.661,"body":"frustrated as a partner sometimes because"},{"speaker":"Tom Morgan","startTime":1001.661,"endTime":1003.281,"body":"you push forward in a particular area."},{"speaker":"Tom Morgan","startTime":1003.946,"endTime":1008.176,"body":"And you develop your solution and then"},{"speaker":"Tom Morgan","startTime":1003.946,"endTime":1008.176,"body":"eventually, like, you know, they're"},{"speaker":"Tom Morgan","startTime":1008.176,"endTime":1009.326,"body":"going to come and do it themselves."},{"speaker":"Tom Morgan","startTime":1009.416,"endTime":1012.426,"body":"Like, you know, they're going to fill"},{"speaker":"Tom Morgan","startTime":1009.416,"endTime":1012.426,"body":"in these gaps and that's, I mean,"},{"speaker":"Tom Morgan","startTime":1012.426,"endTime":1013.926,"body":"that's the game partners play, right?"},{"speaker":"Tom Morgan","startTime":1013.926,"endTime":1017.536,"body":"That's, that's the job, but also like,"},{"speaker":"Tom Morgan","startTime":1013.926,"endTime":1017.536,"body":"they're also pushing forward in these"},{"speaker":"Tom Morgan","startTime":1017.536,"endTime":1022.676,"body":"areas like Gen AI that just open up"},{"speaker":"Tom Morgan","startTime":1017.536,"endTime":1022.676,"body":"a massive playing field for partners"},{"speaker":"Tom Morgan","startTime":1022.696,"endTime":1026.156,"body":"because there's so many variants,"},{"speaker":"Tom Morgan","startTime":1022.696,"endTime":1026.156,"body":"there's so many different, you know,"},{"speaker":"Tom Morgan","startTime":1026.286,"endTime":1030.966,"body":"specific use cases and industries"},{"speaker":"Tom Morgan","startTime":1026.286,"endTime":1030.966,"body":"that it'll, it'll be ages before all"},{"speaker":"Tom Morgan","startTime":1030.966,"endTime":1032.286,"body":"of that stuff is just in the box."},{"speaker":"Tom Morgan","startTime":1032.681,"endTime":1033.321,"body":"I think so."},{"speaker":"Tom Morgan","startTime":1033.561,"endTime":1036.891,"body":"It's kind of a good news, bad news thing"},{"speaker":"Tom Morgan","startTime":1033.561,"endTime":1036.891,"body":"for partners, but I think that's, that's"},{"speaker":"Tom Morgan","startTime":1036.901,"endTime":1038.021,"body":"part of being a partner, isn't it?"},{"speaker":"Tom Morgan","startTime":1038.271,"endTime":1038.481,"body":"Indeed."},{"speaker":"Tom Morgan","startTime":1038.861,"endTime":1039.271,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":1039.771,"endTime":1043.961,"body":"So what's the, what does future"},{"speaker":"Tom Morgan","startTime":1039.771,"endTime":1043.961,"body":"look like for, for, for Amazon"},{"speaker":"Tom Morgan","startTime":1043.961,"endTime":1046.991,"body":"connect specifically, like in your"},{"speaker":"Tom Morgan","startTime":1043.961,"endTime":1046.991,"body":"industry, in the finance industry?"},{"speaker":"Tom Morgan","startTime":1047.441,"endTime":1049.391,"body":"How do you, how do you see that going?"},{"speaker":"Tom Morgan","startTime":1049.401,"endTime":1050.081,"body":"Do you see them?"},{"speaker":"Tom Morgan","startTime":1050.381,"endTime":1052.901,"body":"I sounds, you know, just picking"},{"speaker":"Tom Morgan","startTime":1050.381,"endTime":1052.901,"body":"up more and more market share"},{"speaker":"Tom Morgan","startTime":1052.901,"endTime":1056.121,"body":"becoming more and more dominant"},{"speaker":"Tom Morgan","startTime":1052.901,"endTime":1056.121,"body":"and are there problems with that?"},{"speaker":"Tom Morgan","startTime":1056.371,"endTime":1056.551,"body":"Do you"},{"speaker":"John Ing","startTime":1056.551,"endTime":1059.451,"body":"think yeah, I"},{"speaker":"John Ing","startTime":1056.551,"endTime":1059.451,"body":"mean, the market share off."},{"speaker":"John Ing","startTime":1059.461,"endTime":1062.841,"body":"I think they will continue"},{"speaker":"John Ing","startTime":1059.461,"endTime":1062.841,"body":"to eat into the market share."},{"speaker":"John Ing","startTime":1062.841,"endTime":1065.601,"body":"They've done quite well based"},{"speaker":"John Ing","startTime":1062.841,"endTime":1065.601,"body":"on what I know and what I've"},{"speaker":"John Ing","startTime":1065.601,"endTime":1066.701,"body":"been involved in myself."},{"speaker":"John Ing","startTime":1067.251,"endTime":1069.881,"body":"You know, if you think about"},{"speaker":"John Ing","startTime":1067.251,"endTime":1069.881,"body":"the last financial services"},{"speaker":"John Ing","startTime":1069.881,"endTime":1071.841,"body":"organizations within the UK and EMEA."},{"speaker":"John Ing","startTime":1072.421,"endTime":1075.501,"body":"Many of them are using Connect"},{"speaker":"John Ing","startTime":1072.421,"endTime":1075.501,"body":"in various different ways,"},{"speaker":"John Ing","startTime":1075.501,"endTime":1076.661,"body":"and I think that'll continue."},{"speaker":"John Ing","startTime":1077.301,"endTime":1079.391,"body":"And again, it goes back"},{"speaker":"John Ing","startTime":1077.301,"endTime":1079.391,"body":"to that feedback loop."},{"speaker":"John Ing","startTime":1079.741,"endTime":1084.131,"body":"It's about building that relationship"},{"speaker":"John Ing","startTime":1079.741,"endTime":1084.131,"body":"and understanding how AWS works."},{"speaker":"John Ing","startTime":1084.131,"endTime":1087.131,"body":"And one of the things that I"},{"speaker":"John Ing","startTime":1084.131,"endTime":1087.131,"body":"try and help organizations do is"},{"speaker":"John Ing","startTime":1087.621,"endTime":1091.121,"body":"understand how they need to work"},{"speaker":"John Ing","startTime":1087.621,"endTime":1091.121,"body":"with AWS to get the best out of that."},{"speaker":"John Ing","startTime":1091.681,"endTime":1094.221,"body":"So as long as that happens, then I"},{"speaker":"John Ing","startTime":1091.681,"endTime":1094.221,"body":"think that will continue to happen."},{"speaker":"John Ing","startTime":1094.691,"endTime":1097.241,"body":"As far as how far that"},{"speaker":"John Ing","startTime":1094.691,"endTime":1097.241,"body":"reaches, I, I don't know."},{"speaker":"John Ing","startTime":1097.311,"endTime":1099.951,"body":"I can only go by what they've"},{"speaker":"John Ing","startTime":1097.311,"endTime":1099.951,"body":"achieved over the last six years,"},{"speaker":"John Ing","startTime":1099.951,"endTime":1101.201,"body":"which has been pretty phenomenal."},{"speaker":"John Ing","startTime":1101.551,"endTime":1103.181,"body":"And I see no reason why"},{"speaker":"John Ing","startTime":1101.551,"endTime":1103.181,"body":"that won't continue."},{"speaker":"John Ing","startTime":1103.181,"endTime":1106.211,"body":"But there is competition, and I, and I"},{"speaker":"John Ing","startTime":1103.181,"endTime":1106.211,"body":"think competition's really, really good."},{"speaker":"John Ing","startTime":1106.811,"endTime":1111.201,"body":"You know, because there are still"},{"speaker":"John Ing","startTime":1106.811,"endTime":1111.201,"body":"challenges, I think, with, with InConnect"},{"speaker":"John Ing","startTime":1111.201,"endTime":1112.421,"body":"that, that need to be worked through."},{"speaker":"John Ing","startTime":1112.421,"endTime":1115.171,"body":"And as long as that feedback gets"},{"speaker":"John Ing","startTime":1112.421,"endTime":1115.171,"body":"back to them and they work on it,"},{"speaker":"John Ing","startTime":1115.181,"endTime":1117.181,"body":"then hopefully that'll Get rectified."},{"speaker":"John Ing","startTime":1117.681,"endTime":1121.511,"body":"You know, I think the challenges"},{"speaker":"John Ing","startTime":1117.681,"endTime":1121.511,"body":"from an organizational perspective,"},{"speaker":"John Ing","startTime":1121.571,"endTime":1124.431,"body":"particularly in the enterprise space"},{"speaker":"John Ing","startTime":1121.571,"endTime":1124.431,"body":"and within the financial services"},{"speaker":"John Ing","startTime":1124.521,"endTime":1128.388,"body":"space which is something I'm sort"},{"speaker":"John Ing","startTime":1124.521,"endTime":1128.388,"body":"of giving a lot of thought to."},{"speaker":"John Ing","startTime":1128.388,"endTime":1130.881,"body":"I don't necessarily have any answers"},{"speaker":"John Ing","startTime":1128.388,"endTime":1130.881,"body":"to this at this point in time, but it's"},{"speaker":"John Ing","startTime":1130.891,"endTime":1136.341,"body":"something that sort of niggling me a"},{"speaker":"John Ing","startTime":1130.891,"endTime":1136.341,"body":"bit is the aggregated use of the cloud."},{"speaker":"John Ing","startTime":1136.991,"endTime":1137.891,"body":"At an industry level."},{"speaker":"John Ing","startTime":1138.521,"endTime":1142.771,"body":"You know, what I don't know is whether at"},{"speaker":"John Ing","startTime":1138.521,"endTime":1142.771,"body":"some point the regulator will turn to the"},{"speaker":"John Ing","startTime":1142.771,"endTime":1147.431,"body":"likes of, and it could be Google, it could"},{"speaker":"John Ing","startTime":1142.771,"endTime":1147.431,"body":"be Microsoft, it could be AWS and start to"},{"speaker":"John Ing","startTime":1147.431,"endTime":1149.901,"body":"consider them as part of the regulation."},{"speaker":"John Ing","startTime":1150.461,"endTime":1152.621,"body":"For the moment, they're not"},{"speaker":"John Ing","startTime":1150.461,"endTime":1152.621,"body":"regulated in the same way as I"},{"speaker":"John Ing","startTime":1152.621,"endTime":1156.101,"body":"say, a bank or an insurance company"},{"speaker":"John Ing","startTime":1152.621,"endTime":1156.101,"body":"is or a health organization."},{"speaker":"John Ing","startTime":1156.601,"endTime":1160.931,"body":"But the more and more technology"},{"speaker":"John Ing","startTime":1156.601,"endTime":1160.931,"body":"that's in the public cloud aggregated."},{"speaker":"John Ing","startTime":1161.491,"endTime":1164.941,"body":"Yeah, that that's something that I think"},{"speaker":"John Ing","startTime":1161.491,"endTime":1164.941,"body":"needs some thought and consideration"},{"speaker":"John Ing","startTime":1164.941,"endTime":1166.281,"body":"to it's not saying it can't be solved."},{"speaker":"John Ing","startTime":1166.381,"endTime":1169.161,"body":"But I think it's just something that needs"},{"speaker":"John Ing","startTime":1166.381,"endTime":1169.161,"body":"to be considered and thought through."},{"speaker":"John Ing","startTime":1169.471,"endTime":1170.651,"body":"What does that really, really mean?"},{"speaker":"John Ing","startTime":1170.701,"endTime":1173.051,"body":"And, you know, certainly that's"},{"speaker":"John Ing","startTime":1170.701,"endTime":1173.051,"body":"something that I'm thinking about."},{"speaker":"John Ing","startTime":1173.511,"endTime":1177.901,"body":"And, you know, I've even mentioned that"},{"speaker":"John Ing","startTime":1173.511,"endTime":1177.901,"body":"to AWS myself in some of the concerns I've"},{"speaker":"John Ing","startTime":1177.901,"endTime":1179.771,"body":"got of, you know, how do we manage that?"},{"speaker":"John Ing","startTime":1180.351,"endTime":1184.361,"body":"And, you know, when you're looking"},{"speaker":"John Ing","startTime":1180.351,"endTime":1184.361,"body":"at particularly financial services,"},{"speaker":"John Ing","startTime":1184.371,"endTime":1188.231,"body":"the resiliency and the backup, the"},{"speaker":"John Ing","startTime":1184.371,"endTime":1188.231,"body":"disaster recovery Are they really,"},{"speaker":"John Ing","startTime":1188.231,"endTime":1192.611,"body":"truly fault, tolerant solutions"},{"speaker":"John Ing","startTime":1188.231,"endTime":1192.611,"body":"that have been deployed, et cetera."},{"speaker":"John Ing","startTime":1192.851,"endTime":1194.891,"body":"And that, that's really"},{"speaker":"John Ing","startTime":1192.851,"endTime":1194.891,"body":"gonna be the important part."},{"speaker":"John Ing","startTime":1194.891,"endTime":1198.901,"body":"And again, even more so, you know,"},{"speaker":"John Ing","startTime":1194.891,"endTime":1198.901,"body":"when they start to you know, leverage"},{"speaker":"John Ing","startTime":1198.906,"endTime":1202.771,"body":"more of the, the AI and the ML type"},{"speaker":"John Ing","startTime":1198.906,"endTime":1202.771,"body":"products, that's gonna come even more"},{"speaker":"John Ing","startTime":1202.771,"endTime":1206.541,"body":"and more important because at some"},{"speaker":"John Ing","startTime":1202.771,"endTime":1206.541,"body":"point they may, make a, make a mistake."},{"speaker":"John Ing","startTime":1207.011,"endTime":1207.531,"body":"Yeah, they're"},{"speaker":"Tom Morgan","startTime":1207.531,"endTime":1210.091,"body":"embedding themselves more and"},{"speaker":"Tom Morgan","startTime":1207.531,"endTime":1210.091,"body":"more into the decision making process,"},{"speaker":"Tom Morgan","startTime":1210.091,"endTime":1213.861,"body":"which is what you want to do is like,"},{"speaker":"Tom Morgan","startTime":1210.091,"endTime":1213.861,"body":"nobody wants to be the dumb pipe, right?"},{"speaker":"Tom Morgan","startTime":1213.931,"endTime":1217.711,"body":"And they've done a very good job of"},{"speaker":"Tom Morgan","startTime":1213.931,"endTime":1217.711,"body":"evolving to be more than just that."},{"speaker":"Tom Morgan","startTime":1217.811,"endTime":1221.701,"body":"But yeah, along with that comes that"},{"speaker":"Tom Morgan","startTime":1217.811,"endTime":1221.701,"body":"sort of risk and responsibility, I guess."},{"speaker":"Tom Morgan","startTime":1222.331,"endTime":1224.731,"body":"It's interesting, gents,"},{"speaker":"Tom Morgan","startTime":1222.331,"endTime":1224.731,"body":"we could talk all day."},{"speaker":"Tom Morgan","startTime":1224.781,"endTime":1227.991,"body":"I think we should probably wrap up because"},{"speaker":"Tom Morgan","startTime":1224.781,"endTime":1227.991,"body":"we're coming to the end of our time."},{"speaker":"Tom Morgan","startTime":1228.291,"endTime":1232.011,"body":"Any last thoughts about kind"},{"speaker":"Tom Morgan","startTime":1228.291,"endTime":1232.011,"body":"of the future challenges?"},{"speaker":"Tom Morgan","startTime":1232.131,"endTime":1232.191,"body":"Thank you."},{"speaker":"Tom Morgan","startTime":1232.746,"endTime":1237.406,"body":"Anything like that around AI, where"},{"speaker":"Tom Morgan","startTime":1232.746,"endTime":1237.406,"body":"we think this is going especially sort"},{"speaker":"Tom Morgan","startTime":1237.406,"endTime":1239.866,"body":"of John, I think like in your, in your"},{"speaker":"Tom Morgan","startTime":1237.406,"endTime":1239.866,"body":"world, we've just covered some of the"},{"speaker":"Tom Morgan","startTime":1239.866,"endTime":1244.136,"body":"challenges, but are you, I mean, what's"},{"speaker":"Tom Morgan","startTime":1239.866,"endTime":1244.136,"body":"your, are you overall sort of positive"},{"speaker":"Tom Morgan","startTime":1244.176,"endTime":1248.186,"body":"about, you know, the, where things are"},{"speaker":"Tom Morgan","startTime":1244.176,"endTime":1248.186,"body":"going, or are you concerned, or are you?"},{"speaker":"John Ing","startTime":1248.396,"endTime":1249.646,"body":"I'm, I'm very positive."},{"speaker":"John Ing","startTime":1249.646,"endTime":1253.226,"body":"I, you know, that, that's just me"},{"speaker":"John Ing","startTime":1249.646,"endTime":1253.226,"body":"generally, I think but yeah, one thing"},{"speaker":"John Ing","startTime":1253.226,"endTime":1256.966,"body":"that does, it does bug me a little bit you"},{"speaker":"John Ing","startTime":1253.226,"endTime":1256.966,"body":"know, I know there's been a lot of work."},{"speaker":"John Ing","startTime":1257.486,"endTime":1261.636,"body":"Where organizations are moving to cloud"},{"speaker":"John Ing","startTime":1257.486,"endTime":1261.636,"body":"technologies, moving to connect or"},{"speaker":"John Ing","startTime":1261.636,"endTime":1264.906,"body":"whatever, you know, that might even be"},{"speaker":"John Ing","startTime":1261.636,"endTime":1264.906,"body":"Genesis cloud or wherever they're going."},{"speaker":"John Ing","startTime":1265.416,"endTime":1269.876,"body":"One of the things that really does"},{"speaker":"John Ing","startTime":1265.416,"endTime":1269.876,"body":"frustrate me is how do we really turn"},{"speaker":"John Ing","startTime":1269.886,"endTime":1271.976,"body":"the dial up on customer experience?"},{"speaker":"John Ing","startTime":1272.486,"endTime":1276.106,"body":"So how do we really leverage"},{"speaker":"John Ing","startTime":1272.486,"endTime":1276.106,"body":"this technology and really make"},{"speaker":"John Ing","startTime":1276.106,"endTime":1277.506,"body":"it do what it needs to be doing?"},{"speaker":"John Ing","startTime":1277.936,"endTime":1280.996,"body":"Before we run away with ourselves,"},{"speaker":"John Ing","startTime":1277.936,"endTime":1280.996,"body":"I do have a concern that."},{"speaker":"John Ing","startTime":1281.386,"endTime":1281.666,"body":"Yep."},{"speaker":"John Ing","startTime":1281.796,"endTime":1282.006,"body":"Yep."},{"speaker":"John Ing","startTime":1282.086,"endTime":1285.326,"body":"Much as I love the AI stuff and the"},{"speaker":"John Ing","startTime":1282.086,"endTime":1285.326,"body":"general stuff, you know, that, that, that,"},{"speaker":"John Ing","startTime":1285.326,"endTime":1290.156,"body":"that me as an engineer and a technologist"},{"speaker":"John Ing","startTime":1285.326,"endTime":1290.156,"body":"really excites me, but in some sense,"},{"speaker":"John Ing","startTime":1290.156,"endTime":1292.866,"body":"I think there's some more fundamental"},{"speaker":"John Ing","startTime":1290.156,"endTime":1292.866,"body":"things that we need to get done."},{"speaker":"John Ing","startTime":1293.466,"endTime":1297.166,"body":"That, that would be my next thing is"},{"speaker":"John Ing","startTime":1293.466,"endTime":1297.166,"body":"how, how do we really help organizations?"},{"speaker":"John Ing","startTime":1297.606,"endTime":1299.466,"body":"Address that that that challenge."},{"speaker":"John Ing","startTime":1299.466,"endTime":1303.126,"body":"You know, the demand for"},{"speaker":"John Ing","startTime":1299.466,"endTime":1303.126,"body":"voice hasn't subsided."},{"speaker":"John Ing","startTime":1303.666,"endTime":1305.976,"body":"You know, if you go back to that"},{"speaker":"John Ing","startTime":1303.666,"endTime":1305.976,"body":"conversation at the start where we're"},{"speaker":"John Ing","startTime":1305.976,"endTime":1308.606,"body":"talking about, you know, where did"},{"speaker":"John Ing","startTime":1305.976,"endTime":1308.606,"body":"Amazon connect start, et cetera."},{"speaker":"John Ing","startTime":1309.146,"endTime":1314.146,"body":"At that time, there was a huge focus in"},{"speaker":"John Ing","startTime":1309.146,"endTime":1314.146,"body":"lots of these organizations to online"},{"speaker":"John Ing","startTime":1314.656,"endTime":1319.656,"body":"services, mobile app applications with"},{"speaker":"John Ing","startTime":1314.656,"endTime":1319.656,"body":"the view that our people won't bother to"},{"speaker":"John Ing","startTime":1319.656,"endTime":1322.416,"body":"phone anymore because they have to online"},{"speaker":"John Ing","startTime":1319.656,"endTime":1322.416,"body":"and be able to do it all in a mobile app."},{"speaker":"John Ing","startTime":1322.416,"endTime":1323.676,"body":"That's not the case."},{"speaker":"John Ing","startTime":1323.926,"endTime":1325.036,"body":"Yeah, it's like the motorway."},{"speaker":"John Ing","startTime":1325.046,"endTime":1327.646,"body":"If you had four lanes on a motorway,"},{"speaker":"John Ing","startTime":1325.046,"endTime":1327.646,"body":"you'll have four lanes full."},{"speaker":"John Ing","startTime":1327.646,"endTime":1329.776,"body":"If you put eight lanes on a motorway,"},{"speaker":"John Ing","startTime":1327.646,"endTime":1329.776,"body":"you'll have eight lanes full."},{"speaker":"John Ing","startTime":1330.366,"endTime":1333.376,"body":"And that's what we're seeing is that, you"},{"speaker":"John Ing","startTime":1330.366,"endTime":1333.376,"body":"know, the channels, the multi channels"},{"speaker":"John Ing","startTime":1333.376,"endTime":1338.056,"body":"or the omni channels, whatever language"},{"speaker":"John Ing","startTime":1333.376,"endTime":1338.056,"body":"you want to use is and a phrase I used"},{"speaker":"John Ing","startTime":1338.056,"endTime":1340.986,"body":"to use was omni customer because the"},{"speaker":"John Ing","startTime":1338.056,"endTime":1340.986,"body":"customers are using all the different"},{"speaker":"John Ing","startTime":1340.986,"endTime":1343.636,"body":"channels depending on what it is that"},{"speaker":"John Ing","startTime":1340.986,"endTime":1343.636,"body":"they want to do at that point in time."},{"speaker":"John Ing","startTime":1344.251,"endTime":1346.051,"body":"Voice hasn't subsided."},{"speaker":"John Ing","startTime":1346.371,"endTime":1348.071,"body":"The volumes might have"},{"speaker":"John Ing","startTime":1346.371,"endTime":1348.071,"body":"dropped off a little bit, but"},{"speaker":"John Ing","startTime":1348.071,"endTime":1349.201,"body":"the complexity has gone up."},{"speaker":"John Ing","startTime":1349.821,"endTime":1352.331,"body":"And therefore, you know, I think there's"},{"speaker":"John Ing","startTime":1349.821,"endTime":1352.331,"body":"a bit of work to be done in that space."},{"speaker":"John Ing","startTime":1352.341,"endTime":1355.531,"body":"So it's good that organizations are"},{"speaker":"John Ing","startTime":1352.341,"endTime":1355.531,"body":"looking to leverage the technologies"},{"speaker":"John Ing","startTime":1355.561,"endTime":1356.831,"body":"because I think that will make it easier."},{"speaker":"John Ing","startTime":1357.341,"endTime":1360.551,"body":"It's how do they really make it work"},{"speaker":"John Ing","startTime":1357.341,"endTime":1360.551,"body":"and how do they get the best out of"},{"speaker":"John Ing","startTime":1360.571,"endTime":1363.671,"body":"that technology to make the customer"},{"speaker":"John Ing","startTime":1360.571,"endTime":1363.671,"body":"experience as good as it can be."},{"speaker":"John Ing","startTime":1364.231,"endTime":1367.871,"body":"And, you know, voice doesn't become the"},{"speaker":"John Ing","startTime":1364.231,"endTime":1367.871,"body":"digital goalkeeper and the blockage."},{"speaker":"John Ing","startTime":1368.411,"endTime":1372.041,"body":"It potentially the thing that provides"},{"speaker":"John Ing","startTime":1368.411,"endTime":1372.041,"body":"a negativity as a brand, a brand level."},{"speaker":"John Ing","startTime":1372.431,"endTime":1376.811,"body":"So that, that'd be a key thing that"},{"speaker":"John Ing","startTime":1372.431,"endTime":1376.811,"body":"I'll try and think about going forwards."},{"speaker":"Alex Baker","startTime":1377.341,"endTime":1377.761,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1377.981,"endTime":1381.781,"body":"I think for some of, for some of"},{"speaker":"Alex Baker","startTime":1377.981,"endTime":1381.781,"body":"our customers as well, there's"},{"speaker":"Alex Baker","startTime":1381.781,"endTime":1386.801,"body":"quite a big sort of chasm between"},{"speaker":"Alex Baker","startTime":1381.781,"endTime":1386.801,"body":"maybe the legacy platform and that"},{"speaker":"Alex Baker","startTime":1386.801,"endTime":1389.411,"body":"sort of gen AI enabled future."},{"speaker":"Alex Baker","startTime":1389.906,"endTime":1393.586,"body":"And you need to put some"},{"speaker":"Alex Baker","startTime":1389.906,"endTime":1393.586,"body":"work into sort of the basics."},{"speaker":"Alex Baker","startTime":1393.596,"endTime":1398.666,"body":"First of all, you also, if you're sort"},{"speaker":"Alex Baker","startTime":1393.596,"endTime":1398.666,"body":"of moving to a multi channel environment"},{"speaker":"Alex Baker","startTime":1398.666,"endTime":1403.876,"body":"that we discussed last week, but I think"},{"speaker":"Alex Baker","startTime":1398.666,"endTime":1403.876,"body":"it's really important that you get that"},{"speaker":"Alex Baker","startTime":1403.876,"endTime":1406.216,"body":"frictionless experience for the customer."},{"speaker":"Alex Baker","startTime":1406.246,"endTime":1410.786,"body":"So if I'm, if I'm swapping channels,"},{"speaker":"Alex Baker","startTime":1406.246,"endTime":1410.786,"body":"I'd really like there to be some context"},{"speaker":"Alex Baker","startTime":1410.786,"endTime":1415.026,"body":"around why I may have swapped channels"},{"speaker":"Alex Baker","startTime":1410.786,"endTime":1415.026,"body":"and why I'm escalating to voice."},{"speaker":"John Ing","startTime":1415.026,"endTime":1418.886,"body":"Yeah, and again, from a"},{"speaker":"John Ing","startTime":1415.026,"endTime":1418.886,"body":"technology point of view, I think we"},{"speaker":"John Ing","startTime":1418.886,"endTime":1420.416,"body":"all understand how that can be done."},{"speaker":"John Ing","startTime":1420.796,"endTime":1424.736,"body":"What we need to do is help organizations"},{"speaker":"John Ing","startTime":1420.796,"endTime":1424.736,"body":"to understand how they can get that done."},{"speaker":"John Ing","startTime":1425.226,"endTime":1427.236,"body":"And that for me is a bit of"},{"speaker":"John Ing","startTime":1425.226,"endTime":1427.236,"body":"a gap at this point in time."},{"speaker":"John Ing","startTime":1427.236,"endTime":1432.026,"body":"So, you know, the more we can do to"},{"speaker":"John Ing","startTime":1427.236,"endTime":1432.026,"body":"help educate and for end users of the"},{"speaker":"John Ing","startTime":1432.026,"endTime":1435.246,"body":"platform to learn and understand what"},{"speaker":"John Ing","startTime":1432.026,"endTime":1435.246,"body":"they can do and how they can do it."},{"speaker":"John Ing","startTime":1435.896,"endTime":1438.056,"body":"I think that would really help,"},{"speaker":"John Ing","startTime":1435.896,"endTime":1438.056,"body":"you know, from technology point of"},{"speaker":"John Ing","startTime":1438.056,"endTime":1439.566,"body":"view, it's amazing what you can do."},{"speaker":"John Ing","startTime":1440.301,"endTime":1445.551,"body":"We're all problem solvers by our"},{"speaker":"John Ing","startTime":1440.301,"endTime":1445.551,"body":"nature's disposition, but we need"},{"speaker":"John Ing","startTime":1445.741,"endTime":1449.181,"body":"people that are running and operating"},{"speaker":"John Ing","startTime":1445.741,"endTime":1449.181,"body":"these systems and these businesses."},{"speaker":"John Ing","startTime":1449.686,"endTime":1452.916,"body":"To understand how, how can I use that"},{"speaker":"John Ing","startTime":1449.686,"endTime":1452.916,"body":"technology and how does it help them?"},{"speaker":"Tom Morgan","startTime":1453.166,"endTime":1454.196,"body":"Yeah, no, definitely."},{"speaker":"Tom Morgan","startTime":1454.696,"endTime":1456.386,"body":"This has been really,"},{"speaker":"Tom Morgan","startTime":1454.696,"endTime":1456.386,"body":"really interesting, John."},{"speaker":"Tom Morgan","startTime":1456.416,"endTime":1457.096,"body":"Thank you so much."},{"speaker":"Tom Morgan","startTime":1457.096,"endTime":1458.686,"body":"Where can people find out about you?"},{"speaker":"Tom Morgan","startTime":1458.776,"endTime":1458.876,"body":"Are you"},{"speaker":"John Ing","startTime":1459.496,"endTime":1460.076,"body":"LinkedIn?"},{"speaker":"John Ing","startTime":1460.146,"endTime":1460.986,"body":"I'm on LinkedIn."},{"speaker":"John Ing","startTime":1460.986,"endTime":1461.436,"body":"Yeah."},{"speaker":"John Ing","startTime":1461.436,"endTime":1461.676,"body":"Yeah."},{"speaker":"John Ing","startTime":1461.936,"endTime":1466.186,"body":"If anybody wants to follow up on LinkedIn"},{"speaker":"John Ing","startTime":1461.936,"endTime":1466.186,"body":"and got a challenge to anything I've"},{"speaker":"John Ing","startTime":1466.186,"endTime":1467.486,"body":"said, we'd love to hear from them."},{"speaker":"Tom Morgan","startTime":1467.486,"endTime":1467.846,"body":"Excellent."},{"speaker":"Tom Morgan","startTime":1467.866,"endTime":1470.306,"body":"And we'll put a link to your"},{"speaker":"Tom Morgan","startTime":1467.866,"endTime":1470.306,"body":"LinkedIn profile in the notes."},{"speaker":"Tom Morgan","startTime":1470.646,"endTime":1472.626,"body":"Thank you very much for your time."},{"speaker":"Tom Morgan","startTime":1473.086,"endTime":1474.316,"body":"Thank you as well, Alex."},{"speaker":"Tom Morgan","startTime":1474.376,"endTime":1475.896,"body":"And thank you."},{"speaker":"Tom Morgan","startTime":1476.121,"endTime":1477.091,"body":"Everyone for listening."},{"speaker":"Tom Morgan","startTime":1477.431,"endTime":1480.221,"body":"Today we've been talking about the"},{"speaker":"Tom Morgan","startTime":1477.431,"endTime":1480.221,"body":"history of Amazon connect, particularly"},{"speaker":"Tom Morgan","startTime":1480.221,"endTime":1481.691,"body":"in the financial services industry."},{"speaker":"Tom Morgan","startTime":1482.011,"endTime":1485.401,"body":"Next week on ACP, we're going to"},{"speaker":"Tom Morgan","startTime":1482.011,"endTime":1485.401,"body":"be talking about how you can plan"},{"speaker":"Tom Morgan","startTime":1485.401,"endTime":1486.771,"body":"your Amazon connect deployment."},{"speaker":"Tom Morgan","startTime":1486.781,"endTime":1489.551,"body":"So be sure to subscribe in"},{"speaker":"Tom Morgan","startTime":1486.781,"endTime":1489.551,"body":"your favorite podcast player."},{"speaker":"Tom Morgan","startTime":1489.881,"endTime":1491.341,"body":"That way you won't miss it."},{"speaker":"Tom Morgan","startTime":1491.641,"endTime":1495.691,"body":"Whilst you're there we'd love it if"},{"speaker":"Tom Morgan","startTime":1491.641,"endTime":1495.691,"body":"you would rate and review us because as"},{"speaker":"Tom Morgan","startTime":1495.731,"endTime":1498.681,"body":"a new podcast, if you have colleagues"},{"speaker":"Tom Morgan","startTime":1495.731,"endTime":1498.681,"body":"that you think would benefit from"},{"speaker":"Tom Morgan","startTime":1498.681,"endTime":1500.331,"body":"this content, please let them know."},{"speaker":"Tom Morgan","startTime":1501.501,"endTime":1504.451,"body":"To find out more about how Cloud"},{"speaker":"Tom Morgan","startTime":1501.501,"endTime":1504.451,"body":"Interact can help you on your contact"},{"speaker":"Tom Morgan","startTime":1504.451,"endTime":1506.001,"body":"center journey, visit cloudinteract."},{"speaker":"Tom Morgan","startTime":1506.031,"endTime":1506.951,"body":"io."},{"speaker":"Tom Morgan","startTime":1507.586,"endTime":1510.386,"body":"We're wrapping this call up now and"},{"speaker":"Tom Morgan","startTime":1507.586,"endTime":1510.386,"body":"we'll connect with you next time."}]}