{"version":"1.0.0","segments":[{"speaker":"Tom Morgan","startTime":2.0,"endTime":4.79,"body":"Welcome to ACP,"},{"speaker":"Tom Morgan","startTime":2.0,"endTime":4.79,"body":"the Amazon Connect podcast."},{"speaker":"Tom Morgan","startTime":5.479,"endTime":9.07,"body":"This is the show that focuses on Amazon"},{"speaker":"Tom Morgan","startTime":5.479,"endTime":9.07,"body":"Connect and related technologies."},{"speaker":"Tom Morgan","startTime":9.74,"endTime":12.82,"body":"I'm your host, Tom Morgan, and"},{"speaker":"Tom Morgan","startTime":9.74,"endTime":12.82,"body":"I'm joined as usual by my co host,"},{"speaker":"Tom Morgan","startTime":13.2,"endTime":17.33,"body":"AWS Solution Architect and Contact"},{"speaker":"Tom Morgan","startTime":13.2,"endTime":17.33,"body":"Center Consultant, Alex Baker."},{"speaker":"Tom Morgan","startTime":18.26,"endTime":21.699,"body":"We are also joined today by"},{"speaker":"Tom Morgan","startTime":18.26,"endTime":21.699,"body":"Saffron Archer and Veronica Lorena."},{"speaker":"Tom Morgan","startTime":21.915,"endTime":24.785,"body":"Both delivery leads at Cloud"},{"speaker":"Tom Morgan","startTime":21.915,"endTime":24.785,"body":"Interact to talk about the"},{"speaker":"Tom Morgan","startTime":24.785,"endTime":28.125,"body":"successful project management of"},{"speaker":"Tom Morgan","startTime":24.785,"endTime":28.125,"body":"your Amazon Connect deployment."},{"speaker":"Tom Morgan","startTime":29.045,"endTime":33.118,"body":"Find out more about Cloud Interact"},{"speaker":"Tom Morgan","startTime":29.045,"endTime":33.118,"body":"by visiting us at cloudinteract."},{"speaker":"Tom Morgan","startTime":33.118,"endTime":34.081,"body":"io."},{"speaker":"Tom Morgan","startTime":34.081,"endTime":38.255,"body":"It's time for another ACP."},{"speaker":"Tom Morgan","startTime":38.785,"endTime":39.475,"body":"Hello, Alex."},{"speaker":"Tom Morgan","startTime":40.135,"endTime":40.635,"body":"Hi, Tom."},{"speaker":"Tom Morgan","startTime":40.975,"endTime":41.435,"body":"How are you doing?"},{"speaker":"Tom Morgan","startTime":41.665,"endTime":42.155,"body":"I'm very well."},{"speaker":"Tom Morgan","startTime":42.155,"endTime":42.645,"body":"Thank you."},{"speaker":"Tom Morgan","startTime":42.705,"endTime":43.135,"body":"Very good."},{"speaker":"Tom Morgan","startTime":43.154,"endTime":46.064,"body":"It's a good episode today"},{"speaker":"Tom Morgan","startTime":43.154,"endTime":46.064,"body":"because we're joined by not"},{"speaker":"Tom Morgan","startTime":46.064,"endTime":48.144,"body":"one, but two project managers."},{"speaker":"Tom Morgan","startTime":48.244,"endTime":51.854,"body":"So this is why this episode"},{"speaker":"Tom Morgan","startTime":48.244,"endTime":51.854,"body":"starts on time and we'll almost"},{"speaker":"Tom Morgan","startTime":51.854,"endTime":53.385,"body":"certainly run for time as well."},{"speaker":"Tom Morgan","startTime":53.764,"endTime":58.164,"body":"So we're joined by both"},{"speaker":"Tom Morgan","startTime":53.764,"endTime":58.164,"body":"Saffron Archer and Vero Larina."},{"speaker":"Tom Morgan","startTime":58.164,"endTime":58.694,"body":"Is that right?"},{"speaker":"Tom Morgan","startTime":58.784,"endTime":59.324,"body":"If I got that sound right?"},{"speaker":"Tom Morgan","startTime":59.414,"endTime":59.694,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":59.894,"endTime":60.134,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":60.134,"endTime":60.354,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":60.534,"endTime":61.044,"body":"That's fine."},{"speaker":"Tom Morgan","startTime":61.349,"endTime":61.62,"body":"Excellent."},{"speaker":"Tom Morgan","startTime":62.239,"endTime":62.739,"body":"Hello to you"},{"speaker":"Saffron Archer","startTime":62.739,"endTime":63.12,"body":"both."},{"speaker":"Saffron Archer","startTime":63.37,"endTime":63.489,"body":"Hello."},{"speaker":"Saffron Archer","startTime":64.19,"endTime":64.449,"body":"Hello."},{"speaker":"Saffron Archer","startTime":64.679,"endTime":65.31,"body":"Thanks for having us."},{"speaker":"Tom Morgan","startTime":65.769,"endTime":68.169,"body":"So let's"},{"speaker":"Tom Morgan","startTime":65.769,"endTime":68.169,"body":"go ladies first, Vero."},{"speaker":"Tom Morgan","startTime":68.359,"endTime":70.94,"body":"Can you just in a few words,"},{"speaker":"Tom Morgan","startTime":68.359,"endTime":70.94,"body":"tell us about yourself."},{"speaker":"Veronia Larena","startTime":71.19,"endTime":71.43,"body":"Sure."},{"speaker":"Veronia Larena","startTime":71.709,"endTime":73.9,"body":"Well, hi, I'm Vero, Veronica."},{"speaker":"Veronia Larena","startTime":73.979,"endTime":80.409,"body":"I'm originally from Argentina"},{"speaker":"Veronia Larena","startTime":73.979,"endTime":80.409,"body":"and actually UK company."},{"speaker":"Veronia Larena","startTime":80.719,"endTime":83.829,"body":"So I think it's a really good opportunity."},{"speaker":"Veronia Larena","startTime":84.079,"endTime":88.839,"body":"I've been in the technology industry"},{"speaker":"Veronia Larena","startTime":84.079,"endTime":88.839,"body":"for over eight years now in different"},{"speaker":"Veronia Larena","startTime":88.88,"endTime":93.279,"body":"roles from business operations to"},{"speaker":"Veronia Larena","startTime":88.88,"endTime":93.279,"body":"program project management, product"},{"speaker":"Veronia Larena","startTime":93.339,"endTime":95.94,"body":"management data and customer success."},{"speaker":"Veronia Larena","startTime":96.25,"endTime":99.44,"body":"Basically, I think I always think"},{"speaker":"Veronia Larena","startTime":96.25,"endTime":99.44,"body":"about this and I think the common"},{"speaker":"Veronia Larena","startTime":99.44,"endTime":100.759,"body":"denominator throughout the industry."},{"speaker":"Veronia Larena","startTime":101.1,"endTime":107.02,"body":"All those roles has been a project"},{"speaker":"Veronia Larena","startTime":101.1,"endTime":107.02,"body":"delivery and a customer experience."},{"speaker":"Veronia Larena","startTime":107.33,"endTime":112.19,"body":"I've always had like a focus on delivering"},{"speaker":"Veronia Larena","startTime":107.33,"endTime":112.19,"body":"successful projects that are meaningful"},{"speaker":"Veronia Larena","startTime":112.21,"endTime":114.41,"body":"for, for our customers and end users."},{"speaker":"Veronia Larena","startTime":114.84,"endTime":116.31,"body":"So yeah, I think that's me."},{"speaker":"Saffron Archer","startTime":116.81,"endTime":117.72,"body":"Super excellent."},{"speaker":"Alex Baker","startTime":117.72,"endTime":121.83,"body":"Have you been"},{"speaker":"Alex Baker","startTime":117.72,"endTime":121.83,"body":"working for a mixture of big"},{"speaker":"Alex Baker","startTime":121.87,"endTime":123.47,"body":"companies and smaller companies?"},{"speaker":"Veronia Larena","startTime":123.47,"endTime":124.01,"body":"Is that right?"},{"speaker":"Veronia Larena","startTime":124.44,"endTime":124.93,"body":"Yes."},{"speaker":"Veronia Larena","startTime":124.93,"endTime":125.22,"body":"Yes."},{"speaker":"Veronia Larena","startTime":125.23,"endTime":127.58,"body":"So I started my career in."},{"speaker":"Veronia Larena","startTime":127.66,"endTime":133.17,"body":"EY, one of the big four,"},{"speaker":"Veronia Larena","startTime":127.66,"endTime":133.17,"body":"then I'm moving to Accenture."},{"speaker":"Veronia Larena","startTime":133.64,"endTime":138.579,"body":"And from there, I moved to"},{"speaker":"Veronia Larena","startTime":133.64,"endTime":138.579,"body":"a medium sized startups."},{"speaker":"Veronia Larena","startTime":138.66,"endTime":141.71,"body":"I was in Auth0, which"},{"speaker":"Veronia Larena","startTime":138.66,"endTime":141.71,"body":"was acquired by Okta."},{"speaker":"Veronia Larena","startTime":142.07,"endTime":143.54,"body":"Then I moved on to Zapier."},{"speaker":"Veronia Larena","startTime":143.63,"endTime":146.94,"body":"And well, here, Cloud Interact"},{"speaker":"Veronia Larena","startTime":143.63,"endTime":146.94,"body":"is the smallest company I've"},{"speaker":"Veronia Larena","startTime":146.94,"endTime":149.454,"body":"been so far, which is awesome."},{"speaker":"Veronia Larena","startTime":149.885,"endTime":153.655,"body":"As I mentioned before, a great"},{"speaker":"Veronia Larena","startTime":149.885,"endTime":153.655,"body":"challenge and, and always fun."},{"speaker":"Alex Baker","startTime":153.905,"endTime":156.285,"body":"I think it's quite"},{"speaker":"Alex Baker","startTime":153.905,"endTime":156.285,"body":"nice to get the experience of the"},{"speaker":"Alex Baker","startTime":156.325,"endTime":161.405,"body":"really big global GSIs, but also"},{"speaker":"Alex Baker","startTime":156.325,"endTime":161.405,"body":"the, the smaller startups as well."},{"speaker":"Alex Baker","startTime":161.415,"endTime":163.415,"body":"It's quite interesting seeing how the two"},{"speaker":"Tom Morgan","startTime":163.415,"endTime":163.775,"body":"differ."},{"speaker":"Tom Morgan","startTime":164.315,"endTime":165.115,"body":"Yeah, absolutely."},{"speaker":"Tom Morgan","startTime":165.115,"endTime":168.135,"body":"And I want to dig into how that,"},{"speaker":"Tom Morgan","startTime":165.115,"endTime":168.135,"body":"how they play differently between"},{"speaker":"Tom Morgan","startTime":168.135,"endTime":168.994,"body":"big and small in a minute."},{"speaker":"Tom Morgan","startTime":168.995,"endTime":171.375,"body":"But before I do I'd like"},{"speaker":"Tom Morgan","startTime":168.995,"endTime":171.375,"body":"to say hello to Saf."},{"speaker":"Tom Morgan","startTime":171.475,"endTime":171.865,"body":"And."},{"speaker":"Tom Morgan","startTime":172.03,"endTime":174.04,"body":"Saff, can you introduce"},{"speaker":"Tom Morgan","startTime":172.03,"endTime":174.04,"body":"yourself a little bit as"},{"speaker":"Saffron Archer","startTime":174.04,"endTime":174.486,"body":"well, please?"},{"speaker":"Saffron Archer","startTime":174.486,"endTime":175.156,"body":"Yeah, sure, Tom."},{"speaker":"Saffron Archer","startTime":175.156,"endTime":175.379,"body":"Yeah."},{"speaker":"Saffron Archer","startTime":175.379,"endTime":175.826,"body":"Good morning."},{"speaker":"Saffron Archer","startTime":175.826,"endTime":179.66,"body":"And for, for welcoming us to the"},{"speaker":"Saffron Archer","startTime":175.826,"endTime":179.66,"body":"call and giving us a chance to speak."},{"speaker":"Saffron Archer","startTime":179.66,"endTime":183.41,"body":"And it's just great actually"},{"speaker":"Saffron Archer","startTime":179.66,"endTime":183.41,"body":"to hear Vero's intro there and"},{"speaker":"Saffron Archer","startTime":183.55,"endTime":185.03,"body":"the duration of her career."},{"speaker":"Saffron Archer","startTime":185.06,"endTime":187.09,"body":"Mine is much different and"},{"speaker":"Saffron Archer","startTime":185.06,"endTime":187.09,"body":"I'll explain that in a second."},{"speaker":"Saffron Archer","startTime":187.09,"endTime":190.51,"body":"But I think in, in lots of ways,"},{"speaker":"Saffron Archer","startTime":187.09,"endTime":190.51,"body":"that's why we work so well together."},{"speaker":"Saffron Archer","startTime":190.82,"endTime":195.315,"body":"Fresh new ideas, ones that are perhaps"},{"speaker":"Saffron Archer","startTime":190.82,"endTime":195.315,"body":"a bit longer, kind of a longer burn."},{"speaker":"Saffron Archer","startTime":195.315,"endTime":195.909,"body":"Experience, Saff."},{"speaker":"Saffron Archer","startTime":195.91,"endTime":199.82,"body":"Experience, experience, but they all kind"},{"speaker":"Saffron Archer","startTime":195.91,"endTime":199.82,"body":"of, the proof of the pudding is that, you"},{"speaker":"Saffron Archer","startTime":199.82,"endTime":204.72,"body":"know, methodology or style or approach,"},{"speaker":"Saffron Archer","startTime":199.82,"endTime":204.72,"body":"they are cyclical from my experience."},{"speaker":"Saffron Archer","startTime":204.79,"endTime":207.92,"body":"And we have different names for things,"},{"speaker":"Saffron Archer","startTime":204.79,"endTime":207.92,"body":"but they, we do go around those sort"},{"speaker":"Saffron Archer","startTime":207.92,"endTime":210.05,"body":"of big, big circles across many years."},{"speaker":"Saffron Archer","startTime":210.07,"endTime":212.51,"body":"So so yeah, sorry, it's just"},{"speaker":"Saffron Archer","startTime":210.07,"endTime":212.51,"body":"great to hear that intro Vera."},{"speaker":"Saffron Archer","startTime":212.77,"endTime":218.17,"body":"So yeah, I've had 37 years actually all"},{"speaker":"Saffron Archer","startTime":212.77,"endTime":218.17,"body":"in technology across a range of roles."},{"speaker":"Saffron Archer","startTime":218.2,"endTime":220.16,"body":"So I started my, my life in a bank."},{"speaker":"Saffron Archer","startTime":220.27,"endTime":225.07,"body":"I started writing job control"},{"speaker":"Saffron Archer","startTime":220.27,"endTime":225.07,"body":"language, so, or JCL, which is the"},{"speaker":"Saffron Archer","startTime":225.07,"endTime":228.84,"body":"language that supports the mainframe"},{"speaker":"Saffron Archer","startTime":225.07,"endTime":228.84,"body":"programs like Assembler and COBOL."},{"speaker":"Saffron Archer","startTime":229.34,"endTime":230.57,"body":"And which there is still quite"},{"speaker":"Tom Morgan","startTime":230.58,"endTime":230.86,"body":"a lot."},{"speaker":"Tom Morgan","startTime":230.91,"endTime":232.2,"body":"You should, you should go into that."},{"speaker":"Tom Morgan","startTime":232.21,"endTime":234.88,"body":"There's like, that's a, no one"},{"speaker":"Tom Morgan","startTime":232.21,"endTime":234.88,"body":"can find COBOL programs anymore."},{"speaker":"Tom Morgan","startTime":234.96,"endTime":235.18,"body":"Anyway,"},{"speaker":"Saffron Archer","startTime":235.18,"endTime":235.53,"body":"sorry."},{"speaker":"Saffron Archer","startTime":235.65,"endTime":239.57,"body":"The backbone of UK financial services,"},{"speaker":"Saffron Archer","startTime":235.65,"endTime":239.57,"body":"particularly banks is pretty much"},{"speaker":"Saffron Archer","startTime":239.64,"endTime":241.24,"body":"an overnight batch still running."},{"speaker":"Saffron Archer","startTime":241.25,"endTime":244.1,"body":"And there's always been a talk about"},{"speaker":"Saffron Archer","startTime":241.25,"endTime":244.1,"body":"stopping a batch and having real time."},{"speaker":"Saffron Archer","startTime":244.1,"endTime":245.11,"body":"But anyway, that's probably enough."},{"speaker":"Saffron Archer","startTime":245.41,"endTime":249.42,"body":"That's a podcast I mentioned, but yeah,"},{"speaker":"Saffron Archer","startTime":245.41,"endTime":249.42,"body":", , Lots of it spent in financial services"},{"speaker":"Saffron Archer","startTime":249.47,"endTime":251.28,"body":"or in kind of software development."},{"speaker":"Saffron Archer","startTime":251.29,"endTime":256.06,"body":"So move forward to visual basics,"},{"speaker":"Saffron Archer","startTime":251.29,"endTime":256.06,"body":"SQL server, Microsoft C plus plus."},{"speaker":"Saffron Archer","startTime":256.11,"endTime":258.79,"body":"And I, and I found in Microsoft"},{"speaker":"Saffron Archer","startTime":256.11,"endTime":258.79,"body":"C plus plus, which might make"},{"speaker":"Saffron Archer","startTime":258.79,"endTime":262.22,"body":"you snigger, I found my ceiling"},{"speaker":"Saffron Archer","startTime":258.79,"endTime":262.22,"body":"of technical ability there."},{"speaker":"Saffron Archer","startTime":262.22,"endTime":265.41,"body":"It became complicated and I couldn't"},{"speaker":"Saffron Archer","startTime":262.22,"endTime":265.41,"body":"really go that much further."},{"speaker":"Saffron Archer","startTime":265.73,"endTime":269.42,"body":"But during that time of being a"},{"speaker":"Saffron Archer","startTime":265.73,"endTime":269.42,"body":"dev, being a technician, I always"},{"speaker":"Saffron Archer","startTime":269.42,"endTime":270.92,"body":"really enjoyed working with people."},{"speaker":"Saffron Archer","startTime":271.13,"endTime":274.175,"body":"I always really enjoyed being part"},{"speaker":"Saffron Archer","startTime":271.13,"endTime":274.175,"body":"of a team and that's, I've got a bit"},{"speaker":"Saffron Archer","startTime":274.175,"endTime":275.615,"body":"of a sporting sort of background."},{"speaker":"Saffron Archer","startTime":275.775,"endTime":278.265,"body":"And I always really enjoyed being"},{"speaker":"Saffron Archer","startTime":275.775,"endTime":278.265,"body":"a captain, actually, of a team and"},{"speaker":"Saffron Archer","startTime":278.285,"endTime":279.415,"body":"trying to get the best results."},{"speaker":"Saffron Archer","startTime":279.425,"endTime":282.685,"body":"So falling into team leadership,"},{"speaker":"Saffron Archer","startTime":279.425,"endTime":282.685,"body":"project leadership, project management,"},{"speaker":"Saffron Archer","startTime":282.685,"endTime":286.085,"body":"program management, head of platform,"},{"speaker":"Saffron Archer","startTime":282.685,"endTime":286.085,"body":"all those kind of classics was very"},{"speaker":"Saffron Archer","startTime":286.405,"endTime":288.935,"body":"kind of natural to me and something"},{"speaker":"Saffron Archer","startTime":286.405,"endTime":288.935,"body":"I've really, really enjoyed."},{"speaker":"Saffron Archer","startTime":289.035,"endTime":292.045,"body":"So the majority of time in"},{"speaker":"Saffron Archer","startTime":289.035,"endTime":292.045,"body":"financial services with one"},{"speaker":"Saffron Archer","startTime":292.045,"endTime":293.499,"body":"employer, which was wonderful."},{"speaker":"Saffron Archer","startTime":293.59,"endTime":296.62,"body":"And then spent a number of years"},{"speaker":"Saffron Archer","startTime":293.59,"endTime":296.62,"body":"with several consultancies sort"},{"speaker":"Saffron Archer","startTime":296.62,"endTime":298.93,"body":"of working on the other side"},{"speaker":"Saffron Archer","startTime":296.62,"endTime":298.93,"body":"of, of the fence, if you like."},{"speaker":"Saffron Archer","startTime":299.2,"endTime":302.44,"body":"And in the very sort of recent assignment"},{"speaker":"Saffron Archer","startTime":299.2,"endTime":302.44,"body":"that I'm working on with you guys in cloud"},{"speaker":"Saffron Archer","startTime":302.44,"endTime":305.83,"body":"indirect, I'm operating in a freelance"},{"speaker":"Saffron Archer","startTime":302.44,"endTime":305.83,"body":"capacity, which is also fantastic."},{"speaker":"Saffron Archer","startTime":305.83,"endTime":309.37,"body":"So I kind of feel like I'm, I'm"},{"speaker":"Saffron Archer","startTime":305.83,"endTime":309.37,"body":"gonna make a footer analogy here,"},{"speaker":"Saffron Archer","startTime":309.37,"endTime":311.74,"body":"that the perfect Patrick is left"},{"speaker":"Saffron Archer","startTime":309.37,"endTime":311.74,"body":"foot, right foot and header."},{"speaker":"Saffron Archer","startTime":312.1,"endTime":316.03,"body":"I feel like, you know, permanent role for"},{"speaker":"Saffron Archer","startTime":312.1,"endTime":316.03,"body":"many years in a, in a leading UK bank,"},{"speaker":"Saffron Archer","startTime":316.62,"endTime":318.42,"body":"many or several years in consultancy."},{"speaker":"Saffron Archer","startTime":318.42,"endTime":319.94,"body":"And now thirdly as a freelance."},{"speaker":"Saffron Archer","startTime":319.94,"endTime":323.02,"body":"So yeah, so that's my background"},{"speaker":"Saffron Archer","startTime":319.94,"endTime":323.02,"body":"or tech or software delivery."},{"speaker":"Tom Morgan","startTime":323.7,"endTime":323.98,"body":"Hmm."},{"speaker":"Tom Morgan","startTime":324.06,"endTime":325.38,"body":"That's really interesting."},{"speaker":"Tom Morgan","startTime":325.46,"endTime":325.8,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":325.9,"endTime":330.02,"body":"It's a rare thing to find a really"},{"speaker":"Tom Morgan","startTime":325.9,"endTime":330.02,"body":"good people person come that comes"},{"speaker":"Tom Morgan","startTime":330.02,"endTime":331.53,"body":"out of those technical roles."},{"speaker":"Tom Morgan","startTime":331.56,"endTime":335.45,"body":"I think it's, it's quite often"},{"speaker":"Tom Morgan","startTime":331.56,"endTime":335.45,"body":"technologist or technically minded"},{"speaker":"Tom Morgan","startTime":335.45,"endTime":338.62,"body":"people get promoted into management"},{"speaker":"Tom Morgan","startTime":335.45,"endTime":338.62,"body":"positions and it doesn't always work out."},{"speaker":"Tom Morgan","startTime":339.0,"endTime":339.914,"body":"So it's really good."},{"speaker":"Tom Morgan","startTime":340.105,"endTime":341.105,"body":"Yeah, pretty good that it did."},{"speaker":"Tom Morgan","startTime":341.465,"endTime":343.815,"body":"So we do a lot of contact"},{"speaker":"Tom Morgan","startTime":341.465,"endTime":343.815,"body":"center deployments."},{"speaker":"Tom Morgan","startTime":343.845,"endTime":345.995,"body":"This is a podcast about Amazon connect."},{"speaker":"Tom Morgan","startTime":346.385,"endTime":350.925,"body":"And so you've had experience, you"},{"speaker":"Tom Morgan","startTime":346.385,"endTime":350.925,"body":"know, at cloud interact of several"},{"speaker":"Tom Morgan","startTime":350.925,"endTime":352.375,"body":"different contact center deployments."},{"speaker":"Tom Morgan","startTime":353.035,"endTime":356.505,"body":"I'm going to probably ask both of you the"},{"speaker":"Tom Morgan","startTime":353.035,"endTime":356.505,"body":"same question because I think it will be."},{"speaker":"Tom Morgan","startTime":357.04,"endTime":360.67,"body":"It's based on kind of your experiences,"},{"speaker":"Tom Morgan","startTime":357.04,"endTime":360.67,"body":"really, but I'm interested to know"},{"speaker":"Tom Morgan","startTime":360.68,"endTime":365.5,"body":"how contact center deployments are"},{"speaker":"Tom Morgan","startTime":360.68,"endTime":365.5,"body":"different from other it deployments,"},{"speaker":"Tom Morgan","startTime":365.52,"endTime":369.92,"body":"like, and what's different because,"},{"speaker":"Tom Morgan","startTime":365.52,"endTime":369.92,"body":"you know, they are, they are different."},{"speaker":"Tom Morgan","startTime":369.92,"endTime":374.0,"body":"Contact centers are a slightly different"},{"speaker":"Tom Morgan","startTime":369.92,"endTime":374.0,"body":"beast to a standard it delivery."},{"speaker":"Tom Morgan","startTime":374.0,"endTime":374.52,"body":"I think."},{"speaker":"Tom Morgan","startTime":374.76,"endTime":375.779,"body":"So there it is."},{"speaker":"Tom Morgan","startTime":376.02,"endTime":376.68,"body":"Come to you first."},{"speaker":"Tom Morgan","startTime":376.71,"endTime":377.3,"body":"That's okay."},{"speaker":"Tom Morgan","startTime":377.55,"endTime":379.31,"body":"How do you see them differently?"},{"speaker":"Tom Morgan","startTime":379.33,"endTime":381.54,"body":"Like, based on the other, some"},{"speaker":"Tom Morgan","startTime":379.33,"endTime":381.54,"body":"of the other deployments you've"},{"speaker":"Tom Morgan","startTime":381.54,"endTime":383.66,"body":"done you know, are they the same?"},{"speaker":"Tom Morgan","startTime":383.72,"endTime":384.03,"body":"I guess."},{"speaker":"Tom Morgan","startTime":384.07,"endTime":384.77,"body":"Are they different?"},{"speaker":"Tom Morgan","startTime":384.79,"endTime":386.96,"body":"Like, how do you, how"},{"speaker":"Tom Morgan","startTime":384.79,"endTime":386.96,"body":"do you think of them?"},{"speaker":"Veronia Larena","startTime":387.52,"endTime":388.79,"body":"I think they are."},{"speaker":"Veronia Larena","startTime":389.44,"endTime":393.28,"body":"I can split the answer into"},{"speaker":"Veronia Larena","startTime":389.44,"endTime":393.28,"body":"basically in terms of similarities."},{"speaker":"Veronia Larena","startTime":393.6,"endTime":397.98,"body":"I think there are aspects that are"},{"speaker":"Veronia Larena","startTime":393.6,"endTime":397.98,"body":"common across Different projects, right?"},{"speaker":"Veronia Larena","startTime":397.99,"endTime":403.15,"body":"Like and I'm going to summarize it"},{"speaker":"Veronia Larena","startTime":397.99,"endTime":403.15,"body":"in the three more important for me."},{"speaker":"Veronia Larena","startTime":403.15,"endTime":406.88,"body":"At least the first one would be"},{"speaker":"Veronia Larena","startTime":403.15,"endTime":406.88,"body":"the continuous improvement aspect"},{"speaker":"Veronia Larena","startTime":406.97,"endTime":408.56,"body":"of the contact center deployments."},{"speaker":"Veronia Larena","startTime":408.97,"endTime":412.33,"body":"Basically, we want to ensure all"},{"speaker":"Veronia Larena","startTime":408.97,"endTime":412.33,"body":"the time that our customer and the"},{"speaker":"Veronia Larena","startTime":412.33,"endTime":417.82,"body":"customers and users are always,"},{"speaker":"Veronia Larena","startTime":412.33,"endTime":417.82,"body":"kept in the loop and like that."},{"speaker":"Veronia Larena","startTime":417.83,"endTime":422.22,"body":"We are always like iteratively"},{"speaker":"Veronia Larena","startTime":417.83,"endTime":422.22,"body":"improving the project itself, right?"},{"speaker":"Veronia Larena","startTime":422.23,"endTime":425.56,"body":"Like this is common to across"},{"speaker":"Veronia Larena","startTime":422.23,"endTime":425.56,"body":"every project, but also"},{"speaker":"Veronia Larena","startTime":425.56,"endTime":427.37,"body":"particularly in contact centers."},{"speaker":"Veronia Larena","startTime":427.94,"endTime":431.45,"body":"Another common aspect between"},{"speaker":"Veronia Larena","startTime":427.94,"endTime":431.45,"body":"projects, I would say is the"},{"speaker":"Veronia Larena","startTime":431.49,"endTime":433.42,"body":"communication and collaboration aspect."},{"speaker":"Veronia Larena","startTime":433.91,"endTime":437.74,"body":"Basically what I see in contact"},{"speaker":"Veronia Larena","startTime":433.91,"endTime":437.74,"body":"centers that sometimes it's not"},{"speaker":"Veronia Larena","startTime":437.74,"endTime":439.9,"body":"so visible in other projects."},{"speaker":"Veronia Larena","startTime":440.15,"endTime":444.4,"body":"Within technology is that the amount"},{"speaker":"Veronia Larena","startTime":440.15,"endTime":444.4,"body":"of stakeholders that we deal with is"},{"speaker":"Veronia Larena","startTime":444.98,"endTime":447.88,"body":"exponentially bigger than others, right?"},{"speaker":"Veronia Larena","startTime":447.89,"endTime":452.46,"body":"Like you are dealing with it teams, you"},{"speaker":"Veronia Larena","startTime":447.89,"endTime":452.46,"body":"are dealing with customer support with"},{"speaker":"Veronia Larena","startTime":452.46,"endTime":458.92,"body":"operations, we manage management and other"},{"speaker":"Veronia Larena","startTime":452.46,"endTime":458.92,"body":"critical functions that are also there."},{"speaker":"Veronia Larena","startTime":459.27,"endTime":462.235,"body":"As I said, This is"},{"speaker":"Veronia Larena","startTime":459.27,"endTime":462.235,"body":"common in every project."},{"speaker":"Veronia Larena","startTime":462.235,"endTime":465.415,"body":"But I personally feel that the"},{"speaker":"Veronia Larena","startTime":462.235,"endTime":465.415,"body":"amount of stakeholders that I've"},{"speaker":"Veronia Larena","startTime":465.415,"endTime":469.345,"body":"been dealing with since working"},{"speaker":"Veronia Larena","startTime":465.415,"endTime":469.345,"body":"with contact centers is much higher."},{"speaker":"Veronia Larena","startTime":470.085,"endTime":472.355,"body":"And then another aspect"},{"speaker":"Veronia Larena","startTime":470.085,"endTime":472.355,"body":"is the adaptability."},{"speaker":"Veronia Larena","startTime":472.355,"endTime":477.275,"body":"We know that things change towards"},{"speaker":"Veronia Larena","startTime":472.355,"endTime":477.275,"body":"the life cycle of a project."},{"speaker":"Veronia Larena","startTime":477.745,"endTime":481.135,"body":"And this is related to what"},{"speaker":"Veronia Larena","startTime":477.745,"endTime":481.135,"body":"I was saying before, right?"},{"speaker":"Veronia Larena","startTime":481.435,"endTime":483.795,"body":"We need to be mindful of that change."},{"speaker":"Veronia Larena","startTime":483.795,"endTime":490.647,"body":"We need to always be conscious of what"},{"speaker":"Veronia Larena","startTime":483.795,"endTime":490.647,"body":"our customer and their customers are"},{"speaker":"Veronia Larena","startTime":490.647,"endTime":493.065,"body":"needing and being flexible towards that."},{"speaker":"Veronia Larena","startTime":493.525,"endTime":496.235,"body":"And again, this is also"},{"speaker":"Veronia Larena","startTime":493.525,"endTime":496.235,"body":"common in every project."},{"speaker":"Veronia Larena","startTime":496.245,"endTime":501.7,"body":"But contact centers change faster,"},{"speaker":"Veronia Larena","startTime":496.245,"endTime":501.7,"body":"in a way, because our, the They"},{"speaker":"Veronia Larena","startTime":501.74,"endTime":503.23,"body":"got the customer is always there."},{"speaker":"Veronia Larena","startTime":503.26,"endTime":506.46,"body":"The customer is always needed"},{"speaker":"Veronia Larena","startTime":503.26,"endTime":506.46,"body":"something new and something different."},{"speaker":"Veronia Larena","startTime":506.98,"endTime":507.28,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":507.28,"endTime":510.33,"body":"That's interesting"},{"speaker":"Tom Morgan","startTime":507.28,"endTime":510.33,"body":"what you said about continuous"},{"speaker":"Tom Morgan","startTime":510.33,"endTime":513.36,"body":"improvement and contact centers"},{"speaker":"Tom Morgan","startTime":510.33,"endTime":513.36,"body":"being a place of continuous"},{"speaker":"Tom Morgan","startTime":513.36,"endTime":517.66,"body":"improvement, and that's not always"},{"speaker":"Tom Morgan","startTime":513.36,"endTime":517.66,"body":"something customers buy into, right?"},{"speaker":"Tom Morgan","startTime":517.67,"endTime":520.02,"body":"Like I think customers like to"},{"speaker":"Tom Morgan","startTime":517.67,"endTime":520.02,"body":"close a project and move on."},{"speaker":"Tom Morgan","startTime":520.44,"endTime":523.8,"body":"Is that as a project management"},{"speaker":"Tom Morgan","startTime":520.44,"endTime":523.8,"body":"person, is that frustrating?"},{"speaker":"Tom Morgan","startTime":523.91,"endTime":526.77,"body":"Like where you, you kind of"},{"speaker":"Tom Morgan","startTime":523.91,"endTime":526.77,"body":"get into one, to a place."},{"speaker":"Tom Morgan","startTime":527.27,"endTime":530.245,"body":"And I've never really thought about"},{"speaker":"Tom Morgan","startTime":527.27,"endTime":530.245,"body":"this before as On technical engineering"},{"speaker":"Tom Morgan","startTime":530.245,"endTime":534.395,"body":"side, but as a project manager, is it"},{"speaker":"Tom Morgan","startTime":530.245,"endTime":534.395,"body":"frustrating to get to a project where"},{"speaker":"Tom Morgan","startTime":534.435,"endTime":539.065,"body":"it's, it's, you've met everyone's needs,"},{"speaker":"Tom Morgan","startTime":534.435,"endTime":539.065,"body":"but then you have to walk away because"},{"speaker":"Tom Morgan","startTime":539.145,"endTime":540.945,"body":"like the customers has stopped now."},{"speaker":"Tom Morgan","startTime":540.945,"endTime":541.795,"body":"And like, right, we're done."},{"speaker":"Tom Morgan","startTime":542.155,"endTime":544.935,"body":"Even though, you know, that"},{"speaker":"Tom Morgan","startTime":542.155,"endTime":544.935,"body":"really like, as soon as you"},{"speaker":"Tom Morgan","startTime":544.935,"endTime":545.935,"body":"walk away, it's out of date."},{"speaker":"Veronia Larena","startTime":546.025,"endTime":548.275,"body":"Yeah, , I"},{"speaker":"Veronia Larena","startTime":546.025,"endTime":548.275,"body":"think particularly for me is"},{"speaker":"Veronia Larena","startTime":548.275,"endTime":549.535,"body":"an interesting aspect, right?"},{"speaker":"Veronia Larena","startTime":549.565,"endTime":553.215,"body":"Right now we are offering professional"},{"speaker":"Veronia Larena","startTime":549.565,"endTime":553.215,"body":"services to our customers."},{"speaker":"Veronia Larena","startTime":553.555,"endTime":553.975,"body":"And."},{"speaker":"Veronia Larena","startTime":554.225,"endTime":558.035,"body":"Obviously, we want the customer"},{"speaker":"Veronia Larena","startTime":554.225,"endTime":558.035,"body":"to have like the best solution in"},{"speaker":"Veronia Larena","startTime":558.035,"endTime":563.315,"body":"the market with all the best, like"},{"speaker":"Veronia Larena","startTime":558.035,"endTime":563.315,"body":"a customer experience instruments"},{"speaker":"Veronia Larena","startTime":563.315,"endTime":567.545,"body":"that we can provide, but ultimately,"},{"speaker":"Veronia Larena","startTime":563.315,"endTime":567.545,"body":"it's up to the customer, right?"},{"speaker":"Veronia Larena","startTime":567.545,"endTime":572.035,"body":"Like the customer is the one that"},{"speaker":"Veronia Larena","startTime":567.545,"endTime":572.035,"body":"decides until how far they want to"},{"speaker":"Veronia Larena","startTime":572.035,"endTime":573.975,"body":"take these and how far they want to go."},{"speaker":"Veronia Larena","startTime":574.135,"endTime":578.185,"body":"They want to like change"},{"speaker":"Veronia Larena","startTime":574.135,"endTime":578.185,"body":"the way they do things."},{"speaker":"Veronia Larena","startTime":578.485,"endTime":584.185,"body":"I think there are the customer experience"},{"speaker":"Veronia Larena","startTime":578.485,"endTime":584.185,"body":"is such  an interesting aspect of"},{"speaker":"Veronia Larena","startTime":584.225,"endTime":586.605,"body":"of how you can improve what you do."},{"speaker":"Veronia Larena","startTime":586.645,"endTime":589.205,"body":"How can you leverage the customer needs?"},{"speaker":"Veronia Larena","startTime":589.465,"endTime":592.695,"body":"How you can always grow in that aspect?"},{"speaker":"Veronia Larena","startTime":592.735,"endTime":598.255,"body":"And I'm not sure every customer"},{"speaker":"Veronia Larena","startTime":592.735,"endTime":598.255,"body":"is aware of how powerful is this?"},{"speaker":"Veronia Larena","startTime":598.655,"endTime":603.145,"body":"And we try as delivery leads"},{"speaker":"Veronia Larena","startTime":598.655,"endTime":603.145,"body":"to to share this with them."},{"speaker":"Veronia Larena","startTime":603.215,"endTime":607.145,"body":"But yeah, ultimately, not"},{"speaker":"Veronia Larena","startTime":603.215,"endTime":607.145,"body":"everyone is ready, I think."},{"speaker":"Veronia Larena","startTime":607.225,"endTime":607.775,"body":"Yeah, of"},{"speaker":"Saffron Archer","startTime":607.775,"endTime":608.155,"body":"course."},{"speaker":"Saffron Archer","startTime":608.375,"endTime":608.565,"body":"And Saf,"},{"speaker":"Tom Morgan","startTime":609.115,"endTime":609.585,"body":"with your."},{"speaker":"Tom Morgan","startTime":609.97,"endTime":613.75,"body":"Sort of experience in, in banking"},{"speaker":"Tom Morgan","startTime":609.97,"endTime":613.75,"body":"like quite a lot of those projects I"},{"speaker":"Tom Morgan","startTime":613.75,"endTime":618.88,"body":"imagine are customer facing, like how,"},{"speaker":"Tom Morgan","startTime":613.75,"endTime":618.88,"body":"how similar are those projects to like"},{"speaker":"Tom Morgan","startTime":618.88,"endTime":622.63,"body":"today's, or how similar are today's"},{"speaker":"Tom Morgan","startTime":618.88,"endTime":622.63,"body":"contact centers to those projects?"},{"speaker":"Tom Morgan","startTime":622.66,"endTime":624.98,"body":"Is there a lot of commonness"},{"speaker":"Tom Morgan","startTime":622.66,"endTime":624.98,"body":"or is it really shifted?"},{"speaker":"Tom Morgan","startTime":624.98,"endTime":627.09,"body":"I'm kind of thinking like the"},{"speaker":"Tom Morgan","startTime":624.98,"endTime":627.09,"body":"shift to the cloud and the pace of"},{"speaker":"Tom Morgan","startTime":627.09,"endTime":628.61,"body":"change and all that sort of stuff."},{"speaker":"Tom Morgan","startTime":628.67,"endTime":628.98,"body":"Yeah."},{"speaker":"Saffron Archer","startTime":629.39,"endTime":629.77,"body":"You know?"},{"speaker":"Saffron Archer","startTime":629.97,"endTime":633.34,"body":"Yeah, no, it's a really interesting"},{"speaker":"Saffron Archer","startTime":629.97,"endTime":633.34,"body":"observation that Vero's made there."},{"speaker":"Saffron Archer","startTime":633.34,"endTime":636.04,"body":"I mean, to my take very much is that."},{"speaker":"Saffron Archer","startTime":636.705,"endTime":641.155,"body":"We are finding that contact"},{"speaker":"Saffron Archer","startTime":636.705,"endTime":641.155,"body":"centers are often fairly sort of,"},{"speaker":"Saffron Archer","startTime":641.995,"endTime":643.145,"body":"how do I phrase this correctly?"},{"speaker":"Saffron Archer","startTime":643.305,"endTime":645.495,"body":"They've got a team of technicians."},{"speaker":"Saffron Archer","startTime":645.495,"endTime":647.955,"body":"They've got a kind of a"},{"speaker":"Saffron Archer","startTime":645.495,"endTime":647.955,"body":"business support function."},{"speaker":"Saffron Archer","startTime":647.955,"endTime":649.675,"body":"They've got kind of the change advocates."},{"speaker":"Saffron Archer","startTime":649.985,"endTime":653.525,"body":"These people will have been"},{"speaker":"Saffron Archer","startTime":649.985,"endTime":653.525,"body":"aligned to that contact center and"},{"speaker":"Saffron Archer","startTime":653.525,"endTime":657.845,"body":"that particular technology  very"},{"speaker":"Saffron Archer","startTime":653.525,"endTime":657.845,"body":"often for a long period of time."},{"speaker":"Saffron Archer","startTime":658.385,"endTime":662.675,"body":"So you've got some very well set teams"},{"speaker":"Saffron Archer","startTime":658.385,"endTime":662.675,"body":"who have got  a lot of experience"},{"speaker":"Saffron Archer","startTime":662.775,"endTime":665.875,"body":"looking after and probably building"},{"speaker":"Saffron Archer","startTime":662.775,"endTime":665.875,"body":"up that platform from scratch."},{"speaker":"Saffron Archer","startTime":666.125,"endTime":669.295,"body":"So my experience in banking and in"},{"speaker":"Saffron Archer","startTime":666.125,"endTime":669.295,"body":"financial services that you need"},{"speaker":"Saffron Archer","startTime":669.295,"endTime":673.805,"body":"to be really respectful of these"},{"speaker":"Saffron Archer","startTime":669.295,"endTime":673.805,"body":"long term platforms of the things"},{"speaker":"Saffron Archer","startTime":673.805,"endTime":675.115,"body":"they've done and how they've done it."},{"speaker":"Saffron Archer","startTime":675.415,"endTime":679.115,"body":", so in cloud interact, we have that"},{"speaker":"Saffron Archer","startTime":675.415,"endTime":679.115,"body":"complete sort of, I think, understanding"},{"speaker":"Saffron Archer","startTime":679.125,"endTime":682.475,"body":"that it's really important to define"},{"speaker":"Saffron Archer","startTime":679.125,"endTime":682.475,"body":"a vision and to explain the why."},{"speaker":"Saffron Archer","startTime":682.96,"endTime":685.91,"body":"You know, why would it be that"},{"speaker":"Saffron Archer","startTime":682.96,"endTime":685.91,"body":"a transformation to a kind of"},{"speaker":"Saffron Archer","startTime":685.91,"endTime":688.95,"body":"pay as you go situation like"},{"speaker":"Saffron Archer","startTime":685.91,"endTime":688.95,"body":"Amazon Connect is a good thing?"},{"speaker":"Saffron Archer","startTime":689.23,"endTime":693.76,"body":"So we're at pains to really kind of do"},{"speaker":"Saffron Archer","startTime":689.23,"endTime":693.76,"body":"our discovery phase with that vision"},{"speaker":"Saffron Archer","startTime":693.93,"endTime":695.55,"body":"and bring in those people on board."},{"speaker":"Saffron Archer","startTime":695.58,"endTime":696.76,"body":"And we really want advocates."},{"speaker":"Saffron Archer","startTime":696.76,"endTime":700.23,"body":"We don't want people to feel done to"},{"speaker":"Saffron Archer","startTime":696.76,"endTime":700.23,"body":"because, as I say, the contact center"},{"speaker":"Saffron Archer","startTime":700.26,"endTime":704.55,"body":"platforms I've been involved with are"},{"speaker":"Saffron Archer","startTime":700.26,"endTime":704.55,"body":"all sort of multi multi year things."},{"speaker":"Saffron Archer","startTime":704.59,"endTime":707.18,"body":"And people are quite"},{"speaker":"Saffron Archer","startTime":704.59,"endTime":707.18,"body":"proud, understandably, of"},{"speaker":"Saffron Archer","startTime":707.18,"endTime":708.31,"body":"the work they have done."},{"speaker":"Saffron Archer","startTime":708.46,"endTime":709.15,"body":"They have done."},{"speaker":"Saffron Archer","startTime":709.25,"endTime":712.26,"body":"And we don't want to be seen as people"},{"speaker":"Saffron Archer","startTime":709.25,"endTime":712.26,"body":"that then just kind of dismisses that"},{"speaker":"Saffron Archer","startTime":712.78,"endTime":716.85,"body":"and transforms that just because someone"},{"speaker":"Saffron Archer","startTime":712.78,"endTime":716.85,"body":"above has said that's the thing to do."},{"speaker":"Saffron Archer","startTime":716.88,"endTime":720.32,"body":"So I think it's really important to"},{"speaker":"Saffron Archer","startTime":716.88,"endTime":720.32,"body":"be respectful of that, that sort of"},{"speaker":"Saffron Archer","startTime":720.52,"endTime":723.29,"body":"size of duration of these platforms."},{"speaker":"Saffron Archer","startTime":723.51,"endTime":724.58,"body":"And also we have to remember."},{"speaker":"Saffron Archer","startTime":724.83,"endTime":728.8,"body":"Often you will find a contact center"},{"speaker":"Saffron Archer","startTime":724.83,"endTime":728.8,"body":"is, set up as an on prem, an on premise."},{"speaker":"Saffron Archer","startTime":728.8,"endTime":731.23,"body":"It has a data center that"},{"speaker":"Saffron Archer","startTime":728.8,"endTime":731.23,"body":"it's linking through to."},{"speaker":"Saffron Archer","startTime":731.46,"endTime":735.0,"body":"So often the whole journey of, we're"},{"speaker":"Saffron Archer","startTime":731.46,"endTime":735.0,"body":"going to bring a new product to the table."},{"speaker":"Saffron Archer","startTime":735.01,"endTime":738.13,"body":"We're going to  optimize some of"},{"speaker":"Saffron Archer","startTime":735.01,"endTime":738.13,"body":"your, your functions and features."},{"speaker":"Saffron Archer","startTime":738.32,"endTime":739.85,"body":"Here's some new things"},{"speaker":"Saffron Archer","startTime":738.32,"endTime":739.85,"body":"you can think about."},{"speaker":"Saffron Archer","startTime":740.01,"endTime":742.73,"body":"Oh, and also, by the way, we're going"},{"speaker":"Saffron Archer","startTime":740.01,"endTime":742.73,"body":"to take you to a thing called the cloud."},{"speaker":"Saffron Archer","startTime":743.22,"endTime":746.88,"body":"So it's like a multi faceted journey"},{"speaker":"Saffron Archer","startTime":743.22,"endTime":746.88,"body":"and a transformation that's a big deal."},{"speaker":"Saffron Archer","startTime":747.05,"endTime":751.5,"body":"And I, I just think my, my learnings in"},{"speaker":"Saffron Archer","startTime":747.05,"endTime":751.5,"body":"the contact center space and, you know,"},{"speaker":"Saffron Archer","startTime":751.51,"endTime":755.07,"body":"in financial services are, there's some"},{"speaker":"Saffron Archer","startTime":751.51,"endTime":755.07,"body":"really great things out there that do"},{"speaker":"Saffron Archer","startTime":755.07,"endTime":758.72,"body":"need to be transformed, but let's be"},{"speaker":"Saffron Archer","startTime":755.07,"endTime":758.72,"body":"careful as to how we sort of deliver that"},{"speaker":"Saffron Archer","startTime":758.72,"endTime":760.36,"body":"change and bring people onto the journey."},{"speaker":"Tom Morgan","startTime":760.88,"endTime":761.28,"body":"Yeah, definitely."},{"speaker":"Tom Morgan","startTime":761.53,"endTime":764.19,"body":"It's people are very passionate"},{"speaker":"Tom Morgan","startTime":761.53,"endTime":764.19,"body":"about content centers in a way I"},{"speaker":"Tom Morgan","startTime":764.19,"endTime":766.0,"body":"didn't really appreciate, but yes."},{"speaker":"Tom Morgan","startTime":766.15,"endTime":767.04,"body":"Yeah, no, they really are."},{"speaker":"Alex Baker","startTime":767.46,"endTime":770.23,"body":"Some, some"},{"speaker":"Alex Baker","startTime":767.46,"endTime":770.23,"body":"great points by both of you."},{"speaker":"Alex Baker","startTime":770.23,"endTime":771.06,"body":"I was gonna."},{"speaker":"Alex Baker","startTime":771.42,"endTime":774.13,"body":"It kind of made me think about one"},{"speaker":"Alex Baker","startTime":771.42,"endTime":774.13,"body":"of the, the other things that we'd"},{"speaker":"Alex Baker","startTime":774.13,"endTime":777.17,"body":"noted down to talk about, which"},{"speaker":"Alex Baker","startTime":774.13,"endTime":777.17,"body":"was around delivery methodologies."},{"speaker":"Alex Baker","startTime":777.64,"endTime":780.5,"body":"And it was that, the point about"},{"speaker":"Alex Baker","startTime":777.64,"endTime":780.5,"body":"continuous improvement that sort of"},{"speaker":"Alex Baker","startTime":780.52,"endTime":784.78,"body":"triggered that in my mind, because we SAF"},{"speaker":"Alex Baker","startTime":780.52,"endTime":784.78,"body":"or Vero, perhaps you can give us a bit"},{"speaker":"Alex Baker","startTime":784.78,"endTime":788.0,"body":"more detail about agile versus waterfall."},{"speaker":"Alex Baker","startTime":788.0,"endTime":792.41,"body":"But what I was thinking is the continuous"},{"speaker":"Alex Baker","startTime":788.0,"endTime":792.41,"body":"improvement thing maybe lends itself"},{"speaker":"Alex Baker","startTime":792.41,"endTime":796.55,"body":"more to an agile way of working where"},{"speaker":"Alex Baker","startTime":792.41,"endTime":796.55,"body":"you, you've not got sort of set in stone"},{"speaker":"Alex Baker","startTime":796.87,"endTime":799.11,"body":"project end date, you can kind of put."},{"speaker":"Alex Baker","startTime":799.36,"endTime":802.36,"body":"Put a whole load of things into a"},{"speaker":"Alex Baker","startTime":799.36,"endTime":802.36,"body":"backlog and just sort of continue"},{"speaker":"Alex Baker","startTime":802.36,"endTime":804.04,"body":"to work on them and iterate on them."},{"speaker":"Alex Baker","startTime":804.11,"endTime":806.47,"body":"But yeah, over to you guys"},{"speaker":"Alex Baker","startTime":804.11,"endTime":806.47,"body":"for a bit more detail."},{"speaker":"Saffron Archer","startTime":807.09,"endTime":807.95,"body":"Yeah,"},{"speaker":"Saffron Archer","startTime":807.09,"endTime":807.95,"body":"it's a great question."},{"speaker":"Saffron Archer","startTime":808.04,"endTime":812.2,"body":"And it's funny across the more recent"},{"speaker":"Saffron Archer","startTime":808.04,"endTime":812.2,"body":"years, people will start to throw"},{"speaker":"Saffron Archer","startTime":812.27,"endTime":816.925,"body":"terms around like Agile and waterfall"},{"speaker":"Saffron Archer","startTime":812.27,"endTime":816.925,"body":"and DevOps and kind of people get hung"},{"speaker":"Saffron Archer","startTime":816.925,"endTime":818.935,"body":"up and, and there would be a demand."},{"speaker":"Saffron Archer","startTime":818.935,"endTime":822.685,"body":"We are running the project in this way,"},{"speaker":"Saffron Archer","startTime":818.935,"endTime":822.685,"body":"so you must come and adopt that way."},{"speaker":"Saffron Archer","startTime":822.895,"endTime":824.635,"body":"But I don't think people"},{"speaker":"Saffron Archer","startTime":822.895,"endTime":824.635,"body":"really know what that way is."},{"speaker":"Saffron Archer","startTime":824.635,"endTime":829.015,"body":"So I, I tend to think agile or waterfall,"},{"speaker":"Saffron Archer","startTime":824.635,"endTime":829.015,"body":"water, agile, these are often terms"},{"speaker":"Saffron Archer","startTime":829.02,"endTime":830.795,"body":"that can hinder rather than help."},{"speaker":"Saffron Archer","startTime":831.125,"endTime":834.035,"body":"So in cloud interact, what we think"},{"speaker":"Saffron Archer","startTime":831.125,"endTime":834.035,"body":"of, we think of customer value."},{"speaker":"Saffron Archer","startTime":834.535,"endTime":836.895,"body":"We think of flexibility and adaptability."},{"speaker":"Saffron Archer","startTime":837.185,"endTime":841.795,"body":"So by that, I mean, we think about"},{"speaker":"Saffron Archer","startTime":837.185,"endTime":841.795,"body":"working with someone in the customer"},{"speaker":"Saffron Archer","startTime":841.795,"endTime":845.375,"body":"space, who knows what the priorities"},{"speaker":"Saffron Archer","startTime":841.795,"endTime":845.375,"body":"are, who knows what the important points"},{"speaker":"Saffron Archer","startTime":845.375,"endTime":846.775,"body":"are that we need to deliver first."},{"speaker":"Saffron Archer","startTime":847.145,"endTime":850.835,"body":"So we'd very much encouraged the"},{"speaker":"Saffron Archer","startTime":847.145,"endTime":850.835,"body":"sort of phase, the initial phase"},{"speaker":"Saffron Archer","startTime":850.865,"endTime":854.305,"body":"discovery, the kickoff to talk a"},{"speaker":"Saffron Archer","startTime":850.865,"endTime":854.305,"body":"bit about building out a high level"},{"speaker":"Saffron Archer","startTime":854.305,"endTime":856.595,"body":"backlog of things that are valuable."},{"speaker":"Saffron Archer","startTime":857.18,"endTime":860.93,"body":"We then talk a bit about the kind"},{"speaker":"Saffron Archer","startTime":857.18,"endTime":860.93,"body":"of opportunities to make even"},{"speaker":"Saffron Archer","startTime":860.93,"endTime":864.26,"body":"more kind of value out of those,"},{"speaker":"Saffron Archer","startTime":860.93,"endTime":864.26,"body":"those user stories, if you will."},{"speaker":"Saffron Archer","startTime":864.26,"endTime":865.24,"body":"So we break those down."},{"speaker":"Saffron Archer","startTime":865.58,"endTime":868.69,"body":"And then we help our customers"},{"speaker":"Saffron Archer","startTime":865.58,"endTime":868.69,"body":"think about how we deliver."},{"speaker":"Saffron Archer","startTime":869.01,"endTime":869.76,"body":"Value early."},{"speaker":"Saffron Archer","startTime":869.89,"endTime":873.54,"body":"So we very much have a, an approach"},{"speaker":"Saffron Archer","startTime":869.89,"endTime":873.54,"body":"where we look to have environments,"},{"speaker":"Saffron Archer","startTime":873.67,"endTime":877.01,"body":"technical environments set up"},{"speaker":"Saffron Archer","startTime":873.67,"endTime":877.01,"body":"that allow us to do some proof of"},{"speaker":"Saffron Archer","startTime":877.01,"endTime":879.09,"body":"concepts that are not throw away."},{"speaker":"Saffron Archer","startTime":879.12,"endTime":883.11,"body":"These are things that show what can be"},{"speaker":"Saffron Archer","startTime":879.12,"endTime":883.11,"body":"done, but are at production strength."},{"speaker":"Saffron Archer","startTime":883.33,"endTime":886.29,"body":"So that in that pre production"},{"speaker":"Saffron Archer","startTime":883.33,"endTime":886.29,"body":"environment, the proof of"},{"speaker":"Saffron Archer","startTime":886.29,"endTime":889.63,"body":"concept can be turned quite"},{"speaker":"Saffron Archer","startTime":886.29,"endTime":889.63,"body":"quickly into production solution."},{"speaker":"Saffron Archer","startTime":890.01,"endTime":892.98,"body":"And there you go within a couple of weeks,"},{"speaker":"Saffron Archer","startTime":890.01,"endTime":892.98,"body":"a couple of months, you've got some value."},{"speaker":"Saffron Archer","startTime":893.23,"endTime":895.65,"body":"And then all of a sudden you have"},{"speaker":"Saffron Archer","startTime":893.23,"endTime":895.65,"body":"more advocates in the business."},{"speaker":"Saffron Archer","startTime":895.65,"endTime":898.51,"body":"People understand the power of the"},{"speaker":"Saffron Archer","startTime":895.65,"endTime":898.51,"body":"solution and start to want to be"},{"speaker":"Saffron Archer","startTime":898.51,"endTime":900.43,"body":"part of growing that product backlog."},{"speaker":"Saffron Archer","startTime":900.8,"endTime":904.23,"body":"So we start to learn more about"},{"speaker":"Saffron Archer","startTime":900.8,"endTime":904.23,"body":"what are the needs and we show a"},{"speaker":"Saffron Archer","startTime":904.27,"endTime":908.01,"body":"method of timeboxing the deliveries"},{"speaker":"Saffron Archer","startTime":904.27,"endTime":908.01,"body":"so we can deliver value early."},{"speaker":"Saffron Archer","startTime":908.02,"endTime":910.96,"body":"So for me, it's all about doing"},{"speaker":"Saffron Archer","startTime":908.02,"endTime":910.96,"body":"the right things at the right time."},{"speaker":"Saffron Archer","startTime":911.36,"endTime":912.41,"body":"It's all about the priority."},{"speaker":"Saffron Archer","startTime":912.68,"endTime":915.06,"body":"And it's all about understanding"},{"speaker":"Saffron Archer","startTime":912.68,"endTime":915.06,"body":"when things haven't worked."},{"speaker":"Saffron Archer","startTime":915.11,"endTime":915.47,"body":"Okay."},{"speaker":"Saffron Archer","startTime":915.51,"endTime":919.31,"body":"So if we misunderstand or we"},{"speaker":"Saffron Archer","startTime":915.51,"endTime":919.31,"body":"go wrong, we correct early."},{"speaker":"Saffron Archer","startTime":919.49,"endTime":923.52,"body":". And we, therefore deliver the change"},{"speaker":"Saffron Archer","startTime":919.49,"endTime":923.52,"body":"early, which is much cheaper to do as"},{"speaker":"Saffron Archer","startTime":923.52,"endTime":925.01,"body":"opposed to waiting further down the line."},{"speaker":"Saffron Archer","startTime":925.01,"endTime":928.07,"body":"So again, you know, another big,"},{"speaker":"Saffron Archer","startTime":925.01,"endTime":928.07,"body":"big push on that adaptability."},{"speaker":"Veronia Larena","startTime":928.32,"endTime":930.63,"body":"Basically, what"},{"speaker":"Veronia Larena","startTime":928.32,"endTime":930.63,"body":"we're trying to do here at Cloud"},{"speaker":"Veronia Larena","startTime":930.67,"endTime":935.51,"body":"Interact is deliver value to our"},{"speaker":"Veronia Larena","startTime":930.67,"endTime":935.51,"body":"customers as quickly as possible."},{"speaker":"Veronia Larena","startTime":935.93,"endTime":943.15,"body":"And also, we are very open to adapt and"},{"speaker":"Veronia Larena","startTime":935.93,"endTime":943.15,"body":"change if the circumstances change too."},{"speaker":"Veronia Larena","startTime":943.47,"endTime":950.44,"body":"So that's something that we are very proud"},{"speaker":"Veronia Larena","startTime":943.47,"endTime":950.44,"body":"of and that we are happy to work with our"},{"speaker":"Veronia Larena","startTime":950.44,"endTime":953.045,"body":"customers to see this through basically."},{"speaker":"Tom Morgan","startTime":953.545,"endTime":955.725,"body":"So I've got a"},{"speaker":"Tom Morgan","startTime":953.545,"endTime":955.725,"body":"kind of a tricky question."},{"speaker":"Tom Morgan","startTime":956.285,"endTime":958.285,"body":"I'm so I'm a developer by background."},{"speaker":"Tom Morgan","startTime":958.295,"endTime":962.385,"body":"So I, I naturally lean more"},{"speaker":"Tom Morgan","startTime":958.295,"endTime":962.385,"body":"towards the agile methodology."},{"speaker":"Tom Morgan","startTime":962.515,"endTime":964.355,"body":"That's kind of, I can"},{"speaker":"Tom Morgan","startTime":962.515,"endTime":964.355,"body":"see the value in that."},{"speaker":"Tom Morgan","startTime":964.67,"endTime":966.05,"body":"The technology changes quickly."},{"speaker":"Tom Morgan","startTime":966.05,"endTime":969.85,"body":"People change their minds when they"},{"speaker":"Tom Morgan","startTime":966.05,"endTime":969.85,"body":"see stuff, they then realize what they"},{"speaker":"Tom Morgan","startTime":969.85,"endTime":972.82,"body":"actually wanted, but they need to have"},{"speaker":"Tom Morgan","startTime":969.85,"endTime":972.82,"body":"seen it first and all those things."},{"speaker":"Tom Morgan","startTime":972.83,"endTime":977.33,"body":"So I, I can, I totally see the value"},{"speaker":"Tom Morgan","startTime":972.83,"endTime":977.33,"body":"of working in a completely agile way."},{"speaker":"Tom Morgan","startTime":977.83,"endTime":983.1,"body":"Quite often the business doesn't"},{"speaker":"Tom Morgan","startTime":977.83,"endTime":983.1,"body":"necessarily want to contract in that way."},{"speaker":"Tom Morgan","startTime":983.15,"endTime":986.57,"body":"And what I mean by that is like, it's"},{"speaker":"Tom Morgan","startTime":983.15,"endTime":986.57,"body":"very rare to find a project where"},{"speaker":"Tom Morgan","startTime":986.57,"endTime":989.17,"body":"people would be like, yeah, we're"},{"speaker":"Tom Morgan","startTime":986.57,"endTime":989.17,"body":"going to pay you sprint by sprint."},{"speaker":"Tom Morgan","startTime":989.3,"endTime":992.676,"body":"And we'll tell you when we're done,"},{"speaker":"Tom Morgan","startTime":989.3,"endTime":992.676,"body":"you know, that that isn't how it works."},{"speaker":"Tom Morgan","startTime":992.676,"endTime":993.969,"body":"So yeah."},{"speaker":"Tom Morgan","startTime":994.22,"endTime":996.98,"body":"But by the way, here are our key"},{"speaker":"Tom Morgan","startTime":994.22,"endTime":996.98,"body":"requirements and here's the deadline"},{"speaker":"Tom Morgan","startTime":997.02,"endTime":1000.83,"body":"and it's fixed price go, you know,"},{"speaker":"Tom Morgan","startTime":997.02,"endTime":1000.83,"body":"and so how, how do you work it?"},{"speaker":"Tom Morgan","startTime":1000.9,"endTime":1003.64,"body":"Like, cause  I don't have to worry"},{"speaker":"Tom Morgan","startTime":1000.9,"endTime":1003.64,"body":"about that as a problem because."},{"speaker":"Tom Morgan","startTime":1004.245,"endTime":1007.275,"body":"You know, that's what you guys do and"},{"speaker":"Tom Morgan","startTime":1004.245,"endTime":1007.275,"body":"that's why you're really good at it"},{"speaker":"Tom Morgan","startTime":1007.275,"endTime":1008.475,"body":"because I don't have to worry about it."},{"speaker":"Tom Morgan","startTime":1008.485,"endTime":1011.275,"body":"So how, how do you square that circle?"},{"speaker":"Saffron Archer","startTime":1011.775,"endTime":1013.045,"body":"Yeah, it's"},{"speaker":"Saffron Archer","startTime":1011.775,"endTime":1013.045,"body":"a really good question."},{"speaker":"Saffron Archer","startTime":1013.085,"endTime":1014.005,"body":"And I think you're right."},{"speaker":"Saffron Archer","startTime":1014.065,"endTime":1017.715,"body":"I mean, there's never going to be"},{"speaker":"Saffron Archer","startTime":1014.065,"endTime":1017.715,"body":"an endless approved budget to just"},{"speaker":"Saffron Archer","startTime":1017.765,"endTime":1021.345,"body":"burn every two weeks and, and say,"},{"speaker":"Saffron Archer","startTime":1017.765,"endTime":1021.345,"body":"is that what you wanted to carry on?"},{"speaker":"Saffron Archer","startTime":1021.345,"endTime":1022.225,"body":"So you're absolutely right."},{"speaker":"Saffron Archer","startTime":1022.755,"endTime":1026.915,"body":"So the way we would do it in in"},{"speaker":"Saffron Archer","startTime":1022.755,"endTime":1026.915,"body":"cloud interact, we would obviously"},{"speaker":"Saffron Archer","startTime":1026.915,"endTime":1028.495,"body":"look at the totality of the ask."},{"speaker":"Saffron Archer","startTime":1028.575,"endTime":1029.915,"body":"We would start to understand that."},{"speaker":"Saffron Archer","startTime":1029.915,"endTime":1032.655,"body":"And we often have an inception"},{"speaker":"Saffron Archer","startTime":1029.915,"endTime":1032.655,"body":"stroke discovery phase, and that"},{"speaker":"Saffron Archer","startTime":1032.655,"endTime":1034.645,"body":"can be from 2 to 8 to 12 weeks."},{"speaker":"Saffron Archer","startTime":1034.645,"endTime":1036.535,"body":"It can be depending on"},{"speaker":"Saffron Archer","startTime":1034.645,"endTime":1036.535,"body":"the size of the ask."},{"speaker":"Saffron Archer","startTime":1036.605,"endTime":1038.855,"body":"So we would look to size the ask."},{"speaker":"Saffron Archer","startTime":1038.905,"endTime":1040.675,"body":"We would look to"},{"speaker":"Saffron Archer","startTime":1038.905,"endTime":1040.675,"body":"understand the complexity."},{"speaker":"Saffron Archer","startTime":1040.925,"endTime":1043.865,"body":"We would then consider how we"},{"speaker":"Saffron Archer","startTime":1040.925,"endTime":1043.865,"body":"would make those changes happen."},{"speaker":"Saffron Archer","startTime":1043.915,"endTime":1045.215,"body":"What is the resource mix?"},{"speaker":"Saffron Archer","startTime":1045.245,"endTime":1046.005,"body":"We need to bring them."},{"speaker":"Saffron Archer","startTime":1046.17,"endTime":1047.27,"body":"to bear on that."},{"speaker":"Saffron Archer","startTime":1047.71,"endTime":1051.41,"body":"And across that kind of skill set"},{"speaker":"Saffron Archer","startTime":1047.71,"endTime":1051.41,"body":"and across the complexity, we would"},{"speaker":"Saffron Archer","startTime":1051.42,"endTime":1052.69,"body":"build out a delivery schedule."},{"speaker":"Saffron Archer","startTime":1052.75,"endTime":1055.48,"body":"If you like, we'd look at the"},{"speaker":"Saffron Archer","startTime":1052.75,"endTime":1055.48,"body":"effort required to achieve that."},{"speaker":"Saffron Archer","startTime":1055.86,"endTime":1060.95,"body":"Now, it isn't really purely agile, but"},{"speaker":"Saffron Archer","startTime":1055.86,"endTime":1060.95,"body":"if you think of and some of the listeners"},{"speaker":"Saffron Archer","startTime":1060.95,"endTime":1065.578,"body":"may know a bit, a bit about safe and the"},{"speaker":"Saffron Archer","startTime":1060.95,"endTime":1065.578,"body":"scaled agile agile framework, what we try"},{"speaker":"Saffron Archer","startTime":1065.578,"endTime":1069.358,"body":"and do is we try and do almost some PI"},{"speaker":"Saffron Archer","startTime":1065.578,"endTime":1069.358,"body":"planning, some program increment planning."},{"speaker":"Saffron Archer","startTime":1069.358,"endTime":1073.305,"body":"We will look at a 12 week chunk And we"},{"speaker":"Saffron Archer","startTime":1069.358,"endTime":1073.305,"body":"will look at what can we do in that."},{"speaker":"Saffron Archer","startTime":1073.495,"endTime":1075.405,"body":"And there may be two"},{"speaker":"Saffron Archer","startTime":1073.495,"endTime":1075.405,"body":"lots of 12 week chunks."},{"speaker":"Saffron Archer","startTime":1075.645,"endTime":1080.165,"body":"And all of a sudden, that visualization"},{"speaker":"Saffron Archer","startTime":1075.645,"endTime":1080.165,"body":"of what we think are important things to"},{"speaker":"Saffron Archer","startTime":1080.165,"endTime":1085.735,"body":"do in the first increments, that nod from"},{"speaker":"Saffron Archer","startTime":1080.165,"endTime":1085.735,"body":"our customer in discovery as, yep, that's"},{"speaker":"Saffron Archer","startTime":1085.735,"endTime":1089.76,"body":"what we think would work, that Advocacy"},{"speaker":"Saffron Archer","startTime":1085.735,"endTime":1089.76,"body":"that buying as we build out our contract,"},{"speaker":"Saffron Archer","startTime":1089.76,"endTime":1093.18,"body":"our statement of work with the customer"},{"speaker":"Saffron Archer","startTime":1089.76,"endTime":1093.18,"body":"for the full delivery is something that"},{"speaker":"Saffron Archer","startTime":1093.18,"endTime":1095.09,"body":"we can then actually pin ourself to."},{"speaker":"Saffron Archer","startTime":1095.11,"endTime":1099.37,"body":"So it's almost like having so I"},{"speaker":"Saffron Archer","startTime":1095.11,"endTime":1099.37,"body":"mentioned PR planning and some"},{"speaker":"Saffron Archer","startTime":1099.37,"endTime":1100.87,"body":"people call that big room planning."},{"speaker":"Saffron Archer","startTime":1101.11,"endTime":1103.9,"body":"Yeah, these are two day events"},{"speaker":"Saffron Archer","startTime":1101.11,"endTime":1103.9,"body":"where traditionally 20 teams"},{"speaker":"Saffron Archer","startTime":1103.93,"endTime":1105.07,"body":"plus would be in a room."},{"speaker":"Saffron Archer","startTime":1105.26,"endTime":1108.69,"body":"You'd be on a massive board"},{"speaker":"Saffron Archer","startTime":1105.26,"endTime":1108.69,"body":"in the corner and you'd put."},{"speaker":"Saffron Archer","startTime":1108.77,"endTime":1112.35,"body":"A swim lane of your activities as a"},{"speaker":"Saffron Archer","startTime":1108.77,"endTime":1112.35,"body":"team, and you'd literally draw those"},{"speaker":"Saffron Archer","startTime":1112.35,"endTime":1114.21,"body":"dependencies with string and blue tack."},{"speaker":"Saffron Archer","startTime":1114.71,"endTime":1117.49,"body":"We try and build that visualization"},{"speaker":"Saffron Archer","startTime":1114.71,"endTime":1117.49,"body":"up, and that gives us confidence"},{"speaker":"Saffron Archer","startTime":1117.49,"endTime":1120.97,"body":"and certainty that we can deliver"},{"speaker":"Saffron Archer","startTime":1117.49,"endTime":1120.97,"body":"within the budget and the time scale."},{"speaker":"Saffron Archer","startTime":1121.13,"endTime":1123.8,"body":"And we use it as a really powerful"},{"speaker":"Saffron Archer","startTime":1121.13,"endTime":1123.8,"body":"communication tool as well, so"},{"speaker":"Saffron Archer","startTime":1123.8,"endTime":1127.07,"body":"that our customer can believe in"},{"speaker":"Saffron Archer","startTime":1123.8,"endTime":1127.07,"body":"what we say and how we'll do it."},{"speaker":"Saffron Archer","startTime":1127.58,"endTime":1132.01,"body":"And obviously there's a fixed shape to"},{"speaker":"Saffron Archer","startTime":1127.58,"endTime":1132.01,"body":"that cost and time, but we then work in an"},{"speaker":"Saffron Archer","startTime":1132.1,"endTime":1136.1,"body":"iterative fashion, in a more agile scrum"},{"speaker":"Saffron Archer","startTime":1132.1,"endTime":1136.1,"body":"type fashion to achieve the end game."},{"speaker":"Saffron Archer","startTime":1136.305,"endTime":1140.655,"body":"As part of that, meaning we can adapt and"},{"speaker":"Saffron Archer","startTime":1136.305,"endTime":1140.655,"body":"be flexible during that time period to,"},{"speaker":"Saffron Archer","startTime":1140.705,"endTime":1144.455,"body":"to pivot based on priorities that change"},{"speaker":"Saffron Archer","startTime":1140.705,"endTime":1144.455,"body":"or things that need to be considered"},{"speaker":"Saffron Archer","startTime":1144.455,"endTime":1147.795,"body":"sort of more deeply if a use case"},{"speaker":"Saffron Archer","startTime":1144.455,"endTime":1147.795,"body":"has been proven to be quite exciting."},{"speaker":"Saffron Archer","startTime":1148.255,"endTime":1150.085,"body":"So that's sort of 10,"},{"speaker":"Saffron Archer","startTime":1148.255,"endTime":1150.085,"body":"that's how we tend to do it."},{"speaker":"Saffron Archer","startTime":1150.135,"endTime":1150.585,"body":"At the moment,."},{"speaker":"Tom Morgan","startTime":1150.835,"endTime":1152.935,"body":"So you sort of"},{"speaker":"Tom Morgan","startTime":1150.835,"endTime":1152.935,"body":"almost like meeting halfway."},{"speaker":"Tom Morgan","startTime":1152.945,"endTime":1154.765,"body":"It's like, yeah, here are some guardrails."},{"speaker":"Tom Morgan","startTime":1154.785,"endTime":1157.415,"body":"Here's some rough lines in the sands of."},{"speaker":"Tom Morgan","startTime":1157.63,"endTime":1158.88,"body":"These different phases."},{"speaker":"Tom Morgan","startTime":1159.06,"endTime":1159.32,"body":"Okay."},{"speaker":"Tom Morgan","startTime":1159.32,"endTime":1159.74,"body":"That makes sense."},{"speaker":"Saffron Archer","startTime":1160.11,"endTime":1160.14,"body":"Okay."},{"speaker":"Saffron Archer","startTime":1160.44,"endTime":1164.42,"body":"You're always going to have a, to me,"},{"speaker":"Saffron Archer","startTime":1160.44,"endTime":1164.42,"body":"from my experience, you're always really"},{"speaker":"Saffron Archer","startTime":1164.46,"endTime":1167.3,"body":"going to have a customer that wants to"},{"speaker":"Saffron Archer","startTime":1164.46,"endTime":1167.3,"body":"know how much this is going to cost."},{"speaker":"Saffron Archer","startTime":1167.4,"endTime":1168.33,"body":"It will not be open."},{"speaker":"Saffron Archer","startTime":1168.67,"endTime":1170.65,"body":"And that's a fair shout from them."},{"speaker":"Saffron Archer","startTime":1170.65,"endTime":1172.4,"body":"They have budgets and"},{"speaker":"Saffron Archer","startTime":1170.65,"endTime":1172.4,"body":"budget approval cycle."},{"speaker":"Saffron Archer","startTime":1172.41,"endTime":1175.12,"body":"So we need to be cognizant of that"},{"speaker":"Saffron Archer","startTime":1172.41,"endTime":1175.12,"body":"and work to that, which we do."},{"speaker":"Saffron Archer","startTime":1175.37,"endTime":1175.63,"body":"Yeah,"},{"speaker":"Tom Morgan","startTime":1175.74,"endTime":1176.41,"body":"no, definitely."},{"speaker":"Tom Morgan","startTime":1176.83,"endTime":1180.77,"body":"I'm just thinking about sort of Amazon"},{"speaker":"Tom Morgan","startTime":1176.83,"endTime":1180.77,"body":"connect because one of its, one of its key"},{"speaker":"Tom Morgan","startTime":1180.77,"endTime":1184.86,"body":"sort of USPS, if you like, is that it's"},{"speaker":"Tom Morgan","startTime":1180.77,"endTime":1184.86,"body":"out of the box, you know, you can sign"},{"speaker":"Tom Morgan","startTime":1184.86,"endTime":1186.35,"body":"up with just a credit card and get going."},{"speaker":"Tom Morgan","startTime":1186.35,"endTime":1187.52,"body":"And that's absolutely true."},{"speaker":"Tom Morgan","startTime":1187.77,"endTime":1190.46,"body":"And so there's a kind of a"},{"speaker":"Tom Morgan","startTime":1187.77,"endTime":1190.46,"body":"spectrum of people, right?"},{"speaker":"Tom Morgan","startTime":1190.48,"endTime":1191.09,"body":"There's the."},{"speaker":"Tom Morgan","startTime":1191.69,"endTime":1196.46,"body":"If you're a two person , flower shop,"},{"speaker":"Tom Morgan","startTime":1191.69,"endTime":1196.46,"body":"then you could probably could turn on"},{"speaker":"Tom Morgan","startTime":1196.46,"endTime":1200.08,"body":"Amazon connect and you probably don't need"},{"speaker":"Tom Morgan","startTime":1196.46,"endTime":1200.08,"body":"project management to do that, you know,"},{"speaker":"Tom Morgan","startTime":1200.35,"endTime":1205.93,"body":"but  scale it up to giant multinational"},{"speaker":"Tom Morgan","startTime":1200.35,"endTime":1205.93,"body":"enterprise replacing a system."},{"speaker":"Tom Morgan","startTime":1205.98,"endTime":1207.99,"body":"There's a whole bunch of"},{"speaker":"Tom Morgan","startTime":1205.98,"endTime":1207.99,"body":"things to think about."},{"speaker":"Tom Morgan","startTime":1208.49,"endTime":1211.85,"body":"I guess the question I've got"},{"speaker":"Tom Morgan","startTime":1208.49,"endTime":1211.85,"body":"is how do you know when you"},{"speaker":"Tom Morgan","startTime":1211.85,"endTime":1215.545,"body":"need , project management around"},{"speaker":"Tom Morgan","startTime":1211.85,"endTime":1215.545,"body":"and surrounding what you've got."},{"speaker":"Tom Morgan","startTime":1216.015,"endTime":1218.425,"body":"How do you know when you need"},{"speaker":"Tom Morgan","startTime":1216.015,"endTime":1218.425,"body":"that and what are some of the"},{"speaker":"Tom Morgan","startTime":1218.425,"endTime":1219.545,"body":"things you should think about?"},{"speaker":"Veronia Larena","startTime":1220.065,"endTime":1222.945,"body":"I think I think"},{"speaker":"Veronia Larena","startTime":1220.065,"endTime":1222.945,"body":"you you you put it well, right?"},{"speaker":"Veronia Larena","startTime":1222.945,"endTime":1227.145,"body":"Like if you're a flower shop with two"},{"speaker":"Veronia Larena","startTime":1222.945,"endTime":1227.145,"body":"employees, maybe you don't need it but"},{"speaker":"Veronia Larena","startTime":1227.475,"endTime":1232.485,"body":"And depending on on on the complexity and"},{"speaker":"Veronia Larena","startTime":1227.475,"endTime":1232.485,"body":"and how i'm measuring complexity here, for"},{"speaker":"Veronia Larena","startTime":1232.485,"endTime":1239.705,"body":"example If it's an existing contact center"},{"speaker":"Veronia Larena","startTime":1232.485,"endTime":1239.705,"body":"that has a lot of flows that that Is in a"},{"speaker":"Veronia Larena","startTime":1239.725,"endTime":1245.145,"body":"currently an on prem solution and you're"},{"speaker":"Veronia Larena","startTime":1239.725,"endTime":1245.145,"body":"trying to migrate it to Amazon connect I"},{"speaker":"Veronia Larena","startTime":1245.145,"endTime":1249.415,"body":"would recommend probably to have someone"},{"speaker":"Veronia Larena","startTime":1245.145,"endTime":1249.415,"body":"Either if you don't want to have a project"},{"speaker":"Veronia Larena","startTime":1249.415,"endTime":1253.935,"body":"manager because your organization doesn't"},{"speaker":"Veronia Larena","startTime":1249.415,"endTime":1253.935,"body":"have them Have someone that take that role"},{"speaker":"Veronia Larena","startTime":1254.205,"endTime":1261.235,"body":"that oversees the entire like migration"},{"speaker":"Veronia Larena","startTime":1254.205,"endTime":1261.235,"body":"and and make sure that Every stakeholder"},{"speaker":"Veronia Larena","startTime":1261.235,"endTime":1266.255,"body":"is listen that every input is taken into"},{"speaker":"Veronia Larena","startTime":1261.235,"endTime":1266.255,"body":"account while you're doing that migration."},{"speaker":"Veronia Larena","startTime":1266.835,"endTime":1271.705,"body":"So, yeah, I basically would think in"},{"speaker":"Veronia Larena","startTime":1266.835,"endTime":1271.705,"body":"that type of scenarios, or even if"},{"speaker":"Veronia Larena","startTime":1271.705,"endTime":1276.265,"body":"it's a new implementation and   You"},{"speaker":"Veronia Larena","startTime":1271.705,"endTime":1276.265,"body":"are planning to implement a lot of"},{"speaker":"Veronia Larena","startTime":1276.545,"endTime":1278.565,"body":"scripts, flows, a lot of instances."},{"speaker":"Veronia Larena","startTime":1278.855,"endTime":1282.515,"body":"In that scenario, I would also take"},{"speaker":"Veronia Larena","startTime":1278.855,"endTime":1282.515,"body":"into account, like, having someone"},{"speaker":"Veronia Larena","startTime":1282.795,"endTime":1285.045,"body":"overseeing the entire project, I think."},{"speaker":"Alex Baker","startTime":1285.535,"endTime":1288.325,"body":"I guess there are, there"},{"speaker":"Alex Baker","startTime":1285.535,"endTime":1288.325,"body":"are potentially so many different"},{"speaker":"Alex Baker","startTime":1288.435,"endTime":1292.93,"body":"moving parts and things to consider,"},{"speaker":"Alex Baker","startTime":1288.435,"endTime":1292.93,"body":"it would be quite easy to, To kind"},{"speaker":"Alex Baker","startTime":1292.93,"endTime":1296.67,"body":"of drop the ball if you don't have"},{"speaker":"Alex Baker","startTime":1292.93,"endTime":1296.67,"body":"everything really carefully documented"},{"speaker":"Alex Baker","startTime":1296.67,"endTime":1298.65,"body":"and keeping track of everything."},{"speaker":"Alex Baker","startTime":1298.65,"endTime":1299.58,"body":"So that makes sense."},{"speaker":"Veronia Larena","startTime":1300.15,"endTime":1300.54,"body":"Yeah."},{"speaker":"Veronia Larena","startTime":1300.54,"endTime":1303.14,"body":"And I also think that"},{"speaker":"Veronia Larena","startTime":1300.54,"endTime":1303.14,"body":"independently, right?"},{"speaker":"Veronia Larena","startTime":1303.15,"endTime":1307.92,"body":"Like having someone that once the"},{"speaker":"Veronia Larena","startTime":1303.15,"endTime":1307.92,"body":"solution is up and running, that"},{"speaker":"Veronia Larena","startTime":1307.98,"endTime":1312.69,"body":"can have like ownership of how is"},{"speaker":"Veronia Larena","startTime":1307.98,"endTime":1312.69,"body":"a structure, how it looks like."},{"speaker":"Veronia Larena","startTime":1312.94,"endTime":1317.07,"body":"I also think like, for example, in"},{"speaker":"Veronia Larena","startTime":1312.94,"endTime":1317.07,"body":"a nutshell, from a national point"},{"speaker":"Veronia Larena","startTime":1317.08,"endTime":1321.7,"body":"of view, having this product owner"},{"speaker":"Veronia Larena","startTime":1317.08,"endTime":1321.7,"body":"figure or product manager that knows."},{"speaker":"Veronia Larena","startTime":1321.92,"endTime":1325.77,"body":"Where the solution is"},{"speaker":"Veronia Larena","startTime":1321.92,"endTime":1325.77,"body":"heading towards right?"},{"speaker":"Veronia Larena","startTime":1325.77,"endTime":1329.15,"body":"Like I think that that's also"},{"speaker":"Veronia Larena","startTime":1325.77,"endTime":1329.15,"body":"really important because we have"},{"speaker":"Veronia Larena","startTime":1329.2,"endTime":1333.709,"body":"we can see it in with our customers"},{"speaker":"Veronia Larena","startTime":1329.2,"endTime":1333.709,"body":"that is very easily  for the for a"},{"speaker":"Veronia Larena","startTime":1333.709,"endTime":1338.069,"body":"contact center to grow bigger than"},{"speaker":"Veronia Larena","startTime":1333.709,"endTime":1338.069,"body":"than what it was ambition, right?"},{"speaker":"Veronia Larena","startTime":1338.069,"endTime":1344.299,"body":"Like so you can have like ideas here,"},{"speaker":"Veronia Larena","startTime":1338.069,"endTime":1344.299,"body":"ideas there and  nobody actually So"},{"speaker":"Veronia Larena","startTime":1344.529,"endTime":1349.029,"body":"having someone overseeing the entire"},{"speaker":"Veronia Larena","startTime":1344.529,"endTime":1349.029,"body":"thing, I think is really important"},{"speaker":"Veronia Larena","startTime":1349.029,"endTime":1350.739,"body":"for a successful contact center."},{"speaker":"Tom Morgan","startTime":1351.239,"endTime":1354.479,"body":"Yeah, because in a lot of"},{"speaker":"Tom Morgan","startTime":1351.239,"endTime":1354.479,"body":"businesses, it might be more than one."},{"speaker":"Tom Morgan","startTime":1354.509,"endTime":1357.569,"body":"There's lots of different, as you say,"},{"speaker":"Tom Morgan","startTime":1354.509,"endTime":1357.569,"body":"different stakeholders, different people,"},{"speaker":"Tom Morgan","startTime":1357.679,"endTime":1363.009,"body":"and it's IT often want to get involved,"},{"speaker":"Tom Morgan","startTime":1357.679,"endTime":1363.009,"body":"but actually the contact center doesn't."},{"speaker":"Tom Morgan","startTime":1363.159,"endTime":1366.099,"body":"experience is probably run"},{"speaker":"Tom Morgan","startTime":1363.159,"endTime":1366.099,"body":"from a different team, and it's"},{"speaker":"Tom Morgan","startTime":1366.109,"endTime":1368.829,"body":"probably a different set of"},{"speaker":"Tom Morgan","startTime":1366.109,"endTime":1368.829,"body":"considerations from IT as well."},{"speaker":"Tom Morgan","startTime":1369.079,"endTime":1371.589,"body":"Not saying IT shouldn't be in the"},{"speaker":"Tom Morgan","startTime":1369.079,"endTime":1371.589,"body":"picture, it's just, I'm highlighting"},{"speaker":"Tom Morgan","startTime":1371.589,"endTime":1375.069,"body":"what you're saying really is, is yeah,"},{"speaker":"Tom Morgan","startTime":1371.589,"endTime":1375.069,"body":"it's, it's lots of different people."},{"speaker":"Tom Morgan","startTime":1375.489,"endTime":1379.859,"body":"And I guess, again, you've got"},{"speaker":"Tom Morgan","startTime":1375.489,"endTime":1379.859,"body":"other things to think about."},{"speaker":"Tom Morgan","startTime":1380.264,"endTime":1383.604,"body":"Depending on who you are,  if you've"},{"speaker":"Tom Morgan","startTime":1380.264,"endTime":1383.604,"body":"got compliance or governance or all"},{"speaker":"Tom Morgan","startTime":1383.604,"endTime":1388.654,"body":"those things to worry about, a thing we"},{"speaker":"Tom Morgan","startTime":1383.604,"endTime":1388.654,"body":"often hear, and I'm, I'm kind of curious"},{"speaker":"Tom Morgan","startTime":1388.654,"endTime":1393.004,"body":"about is, do people kind of present"},{"speaker":"Tom Morgan","startTime":1388.654,"endTime":1393.004,"body":"with when you're going from one contact"},{"speaker":"Tom Morgan","startTime":1393.004,"endTime":1397.064,"body":"center to another contact center well,"},{"speaker":"Tom Morgan","startTime":1393.004,"endTime":1397.064,"body":"I, I just want everything exactly as it"},{"speaker":"Tom Morgan","startTime":1397.074,"endTime":1399.214,"body":"is, , but just running on the new thing."},{"speaker":"Tom Morgan","startTime":1400.469,"endTime":1405.449,"body":"Versus like you know, taking it as an"},{"speaker":"Tom Morgan","startTime":1400.469,"endTime":1405.449,"body":"opportunity to really change how we were."},{"speaker":"Tom Morgan","startTime":1405.489,"endTime":1408.929,"body":"I was kind of kind of thinking about"},{"speaker":"Tom Morgan","startTime":1405.489,"endTime":1408.929,"body":"a slightly unrelated story, but in"},{"speaker":"Tom Morgan","startTime":1408.929,"endTime":1412.599,"body":"a previous life, I was implementing"},{"speaker":"Tom Morgan","startTime":1408.929,"endTime":1412.599,"body":"a,  warehouse management system  and"},{"speaker":"Tom Morgan","startTime":1412.69,"endTime":1416.52,"body":"the guys in the warehouse they just"},{"speaker":"Tom Morgan","startTime":1412.69,"endTime":1416.52,"body":"wanted it to work exactly the same."},{"speaker":"Tom Morgan","startTime":1416.52,"endTime":1419.15,"body":"So we had this company in , which"},{"speaker":"Tom Morgan","startTime":1416.52,"endTime":1419.15,"body":"was the system we're moving to."},{"speaker":"Tom Morgan","startTime":1419.63,"endTime":1423.26,"body":"And they were like, well,"},{"speaker":"Tom Morgan","startTime":1419.63,"endTime":1423.26,"body":"actually that process is weird."},{"speaker":"Tom Morgan","startTime":1423.45,"endTime":1427.0,"body":"Like, you know, you've built it up over"},{"speaker":"Tom Morgan","startTime":1423.45,"endTime":1427.0,"body":"decades and it works because it works."},{"speaker":"Tom Morgan","startTime":1427.25,"endTime":1429.48,"body":"Our software is based on"},{"speaker":"Tom Morgan","startTime":1427.25,"endTime":1429.48,"body":"this industry process."},{"speaker":"Tom Morgan","startTime":1429.57,"endTime":1433.24,"body":"And I'm super confident that you"},{"speaker":"Tom Morgan","startTime":1429.57,"endTime":1433.24,"body":"are not doing anything weird and"},{"speaker":"Tom Morgan","startTime":1433.24,"endTime":1436.75,"body":"special, that you shouldn't be"},{"speaker":"Tom Morgan","startTime":1433.24,"endTime":1436.75,"body":"using this industry leading process."},{"speaker":"Tom Morgan","startTime":1437.15,"endTime":1438.18,"body":"So go and have a look at it."},{"speaker":"Tom Morgan","startTime":1439.13,"endTime":1442.28,"body":"This, this person really like"},{"speaker":"Tom Morgan","startTime":1439.13,"endTime":1442.28,"body":"pre sales guy really challenged"},{"speaker":"Tom Morgan","startTime":1442.28,"endTime":1443.8,"body":"us to think about the price."},{"speaker":"Tom Morgan","startTime":1443.83,"endTime":1444.74,"body":"And he was absolutely right."},{"speaker":"Tom Morgan","startTime":1444.76,"endTime":1447.74,"body":"Like, you know, the, the ways of"},{"speaker":"Tom Morgan","startTime":1444.76,"endTime":1447.74,"body":"working had built up over time and"},{"speaker":"Tom Morgan","startTime":1447.74,"endTime":1451.5,"body":"become entrenched, but it needed"},{"speaker":"Tom Morgan","startTime":1447.74,"endTime":1451.5,"body":"somebody to be like, no, you're wrong."},{"speaker":"Tom Morgan","startTime":1451.97,"endTime":1453.48,"body":"Is that a thing you come up against?"},{"speaker":"Tom Morgan","startTime":1453.51,"endTime":1456.39,"body":"Is that our place to kind"},{"speaker":"Tom Morgan","startTime":1453.51,"endTime":1456.39,"body":"of gently challenge people?"},{"speaker":"Tom Morgan","startTime":1456.64,"endTime":1460.06,"body":"Or should we just kind of bring over, you"},{"speaker":"Tom Morgan","startTime":1456.64,"endTime":1460.06,"body":"know, do what they say, bring over there."},{"speaker":"Tom Morgan","startTime":1460.675,"endTime":1461.245,"body":"They're sort of"},{"speaker":"Saffron Archer","startTime":1461.605,"endTime":1462.455,"body":"things"},{"speaker":"Saffron Archer","startTime":1461.605,"endTime":1462.455,"body":"they haven't before."},{"speaker":"Saffron Archer","startTime":1462.455,"endTime":1466.525,"body":"I think it's really important that, and"},{"speaker":"Saffron Archer","startTime":1462.455,"endTime":1466.525,"body":"we do this in cloud interact, I think"},{"speaker":"Saffron Archer","startTime":1466.525,"endTime":1469.285,"body":"it's really important we bring some"},{"speaker":"Saffron Archer","startTime":1466.525,"endTime":1469.285,"body":"thought leadership to the conversation."},{"speaker":"Saffron Archer","startTime":1469.785,"endTime":1473.145,"body":"Sure, the customer might say, we"},{"speaker":"Saffron Archer","startTime":1469.785,"endTime":1473.145,"body":"just want like for like, and that's"},{"speaker":"Saffron Archer","startTime":1473.145,"endTime":1475.225,"body":"absolutely, you know, fine and good."},{"speaker":"Saffron Archer","startTime":1475.495,"endTime":1478.785,"body":"I still think, and whilst we respect"},{"speaker":"Saffron Archer","startTime":1475.495,"endTime":1478.785,"body":"that, and we can kind of talk in"},{"speaker":"Saffron Archer","startTime":1478.785,"endTime":1482.465,"body":"detail about that, I still think it's"},{"speaker":"Saffron Archer","startTime":1478.785,"endTime":1482.465,"body":"important we show them the art of the"},{"speaker":"Saffron Archer","startTime":1482.465,"endTime":1484.265,"body":"possible, we show them what is there."},{"speaker":"Saffron Archer","startTime":1484.51,"endTime":1489.96,"body":"We do that by looking at the general"},{"speaker":"Saffron Archer","startTime":1484.51,"endTime":1489.96,"body":"availability of new componentry in AWS."},{"speaker":"Saffron Archer","startTime":1490.41,"endTime":1494.189,"body":"We do that by looking at our past kind"},{"speaker":"Saffron Archer","startTime":1490.41,"endTime":1494.189,"body":"of activities and some of the kind of"},{"speaker":"Saffron Archer","startTime":1494.19,"endTime":1495.93,"body":"componentry and functions we've created."},{"speaker":"Saffron Archer","startTime":1495.93,"endTime":1499.46,"body":"So I think it's really important to"},{"speaker":"Saffron Archer","startTime":1495.93,"endTime":1499.46,"body":"show a product roadmap if you like."},{"speaker":"Saffron Archer","startTime":1499.985,"endTime":1503.195,"body":"Of where you can go and at what"},{"speaker":"Saffron Archer","startTime":1499.985,"endTime":1503.195,"body":"points would be sensible to"},{"speaker":"Saffron Archer","startTime":1503.195,"endTime":1504.395,"body":"sort of drop these things in."},{"speaker":"Saffron Archer","startTime":1505.065,"endTime":1508.375,"body":"And I think it's, it's really important"},{"speaker":"Saffron Archer","startTime":1505.065,"endTime":1508.375,"body":"to bring that challenge to the table"},{"speaker":"Saffron Archer","startTime":1508.555,"endTime":1512.575,"body":"because, you know, we know that an"},{"speaker":"Saffron Archer","startTime":1508.555,"endTime":1512.575,"body":"on prem data center and going to"},{"speaker":"Saffron Archer","startTime":1512.575,"endTime":1514.795,"body":"the cloud, they're different things,"},{"speaker":"Saffron Archer","startTime":1512.575,"endTime":1514.795,"body":"but they're still data centers."},{"speaker":"Saffron Archer","startTime":1514.815,"endTime":1519.485,"body":"So we want to give, I think our customers"},{"speaker":"Saffron Archer","startTime":1514.815,"endTime":1519.485,"body":"are a real sort of transformative change."},{"speaker":"Saffron Archer","startTime":1519.985,"endTime":1521.415,"body":"We need to weigh into that though."},{"speaker":"Saffron Archer","startTime":1521.425,"endTime":1525.085,"body":"Obviously the more that is"},{"speaker":"Saffron Archer","startTime":1521.425,"endTime":1525.085,"body":"changed, the more that our customer"},{"speaker":"Saffron Archer","startTime":1525.085,"endTime":1526.445,"body":"needs to understand the impact."},{"speaker":"Saffron Archer","startTime":1526.465,"endTime":1530.3,"body":"So if you change the way a function or"},{"speaker":"Saffron Archer","startTime":1526.465,"endTime":1530.3,"body":"a feature works, there's probably some"},{"speaker":"Saffron Archer","startTime":1530.3,"endTime":1534.7,"body":"training, some comms, there's going"},{"speaker":"Saffron Archer","startTime":1530.3,"endTime":1534.7,"body":"to be some kind of maybe UI changes."},{"speaker":"Saffron Archer","startTime":1534.72,"endTime":1538.3,"body":"So there's all that kind of ripple"},{"speaker":"Saffron Archer","startTime":1534.72,"endTime":1538.3,"body":"effect of change needing to be"},{"speaker":"Saffron Archer","startTime":1538.3,"endTime":1541.85,"body":"baked in and sort of tiling into"},{"speaker":"Saffron Archer","startTime":1538.3,"endTime":1541.85,"body":"project managers and what they do."},{"speaker":"Saffron Archer","startTime":1542.04,"endTime":1545.79,"body":"You know, that's where we sort of come"},{"speaker":"Saffron Archer","startTime":1542.04,"endTime":1545.79,"body":"into the conversation quite crucially,"},{"speaker":"Saffron Archer","startTime":1545.79,"endTime":1547.42,"body":"I think, and we talk about the value."},{"speaker":"Saffron Archer","startTime":1547.525,"endTime":1550.075,"body":"So I think, I think it's a really"},{"speaker":"Saffron Archer","startTime":1547.525,"endTime":1550.075,"body":"great shout, but I think it's"},{"speaker":"Saffron Archer","startTime":1550.075,"endTime":1553.685,"body":"incumbent upon us to, to share some"},{"speaker":"Saffron Archer","startTime":1550.075,"endTime":1553.685,"body":"thought leadership just to kind of"},{"speaker":"Saffron Archer","startTime":1553.685,"endTime":1556.655,"body":"demonstrate what's out there whilst"},{"speaker":"Saffron Archer","startTime":1553.685,"endTime":1556.655,"body":"always respecting the real requirement."},{"speaker":"Saffron Archer","startTime":1556.935,"endTime":1557.225,"body":"Yeah,"},{"speaker":"Tom Morgan","startTime":1557.235,"endTime":1561.185,"body":"especially these days"},{"speaker":"Tom Morgan","startTime":1557.235,"endTime":1561.185,"body":"where, you know, AI is changing up"},{"speaker":"Tom Morgan","startTime":1561.355,"endTime":1565.845,"body":"so much and changing how people work"},{"speaker":"Tom Morgan","startTime":1561.355,"endTime":1565.845,"body":"already, you know, even from to,"},{"speaker":"Tom Morgan","startTime":1565.995,"endTime":1568.095,"body":"even if you, let's say, randomly."},{"speaker":"Tom Morgan","startTime":1568.76,"endTime":1571.22,"body":"Installed a contact center two or"},{"speaker":"Tom Morgan","startTime":1568.76,"endTime":1571.22,"body":"three years ago and you want to move"},{"speaker":"Tom Morgan","startTime":1571.22,"endTime":1575.32,"body":"again, like even from two, three years"},{"speaker":"Tom Morgan","startTime":1571.22,"endTime":1575.32,"body":"ago, there's, there's big changes."},{"speaker":"Tom Morgan","startTime":1575.82,"endTime":1576.18,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":1576.24,"endTime":1576.71,"body":"That's interesting."},{"speaker":"Alex Baker","startTime":1576.96,"endTime":1580.1,"body":"Thinking a bit more"},{"speaker":"Alex Baker","startTime":1576.96,"endTime":1580.1,"body":"about the, the people side of thing,"},{"speaker":"Alex Baker","startTime":1580.24,"endTime":1583.02,"body":"which is the side of things, which"},{"speaker":"Alex Baker","startTime":1580.24,"endTime":1583.02,"body":"we've touched on a little bit."},{"speaker":"Alex Baker","startTime":1583.59,"endTime":1588.63,"body":"How important is it to involve everyone"},{"speaker":"Alex Baker","startTime":1583.59,"endTime":1588.63,"body":"from sort of all aspects of the business?"},{"speaker":"Alex Baker","startTime":1588.63,"endTime":1592.12,"body":"So I, I'm thinking we're"},{"speaker":"Alex Baker","startTime":1588.63,"endTime":1592.12,"body":"going to be talking to maybe"},{"speaker":"Alex Baker","startTime":1592.12,"endTime":1594.43,"body":"some, some C level CTO type."},{"speaker":"Alex Baker","startTime":1594.875,"endTime":1598.735,"body":"Personas to start with, there's"},{"speaker":"Alex Baker","startTime":1594.875,"endTime":1598.735,"body":"probably going to be project managers"},{"speaker":"Alex Baker","startTime":1598.935,"endTime":1603.185,"body":"involved from the customer side of"},{"speaker":"Alex Baker","startTime":1598.935,"endTime":1603.185,"body":"things, but also I think it could be"},{"speaker":"Alex Baker","startTime":1603.185,"endTime":1607.385,"body":"quite valuable to get the input of your"},{"speaker":"Alex Baker","startTime":1603.185,"endTime":1607.385,"body":"agents and your supervisors, right?"},{"speaker":"Alex Baker","startTime":1607.385,"endTime":1609.195,"body":"So they're the people that they have."},{"speaker":"Alex Baker","startTime":1609.63,"endTime":1614.1,"body":"The most insight on what it's like"},{"speaker":"Alex Baker","startTime":1609.63,"endTime":1614.1,"body":"to, to use the system day in, day out."},{"speaker":"Alex Baker","startTime":1614.68,"endTime":1618.36,"body":"It, I think it's probably really"},{"speaker":"Alex Baker","startTime":1614.68,"endTime":1618.36,"body":"important to, to get their thoughts."},{"speaker":"Alex Baker","startTime":1618.41,"endTime":1619.48,"body":"What do you guys think?"},{"speaker":"Alex Baker","startTime":1619.48,"endTime":1622.13,"body":"And how, how do you go about doing that?"},{"speaker":"Veronia Larena","startTime":1622.38,"endTime":1624.24,"body":"I totally"},{"speaker":"Veronia Larena","startTime":1622.38,"endTime":1624.24,"body":"agree with you, Alex."},{"speaker":"Veronia Larena","startTime":1624.27,"endTime":1628.13,"body":"I think that from the C level,"},{"speaker":"Veronia Larena","startTime":1624.27,"endTime":1628.13,"body":"obviously normally, they are the"},{"speaker":"Veronia Larena","startTime":1628.13,"endTime":1629.95,"body":"ones driving the, change, right?"},{"speaker":"Veronia Larena","startTime":1629.96,"endTime":1633.2,"body":"Like they are ones because"},{"speaker":"Veronia Larena","startTime":1629.96,"endTime":1633.2,"body":"there is a business decision and"},{"speaker":"Veronia Larena","startTime":1633.2,"endTime":1634.81,"body":"something needs to happen, right?"},{"speaker":"Veronia Larena","startTime":1635.3,"endTime":1635.51,"body":"But."},{"speaker":"Veronia Larena","startTime":1635.76,"endTime":1639.86,"body":"From there, we need to be involving"},{"speaker":"Veronia Larena","startTime":1635.76,"endTime":1639.86,"body":"everyone that is part of,  the"},{"speaker":"Veronia Larena","startTime":1639.86,"endTime":1641.12,"body":"contact center work, right?"},{"speaker":"Veronia Larena","startTime":1641.36,"endTime":1645.54,"body":"And not even the contact center work,"},{"speaker":"Veronia Larena","startTime":1641.36,"endTime":1645.54,"body":"because there might be key stakeholders"},{"speaker":"Veronia Larena","startTime":1645.57,"endTime":1650.41,"body":"in, I don't know, marketing areas"},{"speaker":"Veronia Larena","startTime":1645.57,"endTime":1650.41,"body":"or sales areas that are not actively"},{"speaker":"Veronia Larena","startTime":1650.41,"endTime":1655.01,"body":"using the contact center, but would be"},{"speaker":"Veronia Larena","startTime":1650.41,"endTime":1655.01,"body":"impacted if we change something because"},{"speaker":"Veronia Larena","startTime":1655.13,"endTime":1658.43,"body":"they wouldn't receive the voicemail"},{"speaker":"Veronia Larena","startTime":1655.13,"endTime":1658.43,"body":"that they were receiving normally."},{"speaker":"Veronia Larena","startTime":1658.77,"endTime":1665.11,"body":"So, I think, the agents part of this"},{"speaker":"Veronia Larena","startTime":1658.77,"endTime":1665.11,"body":"also is, is critical because they"},{"speaker":"Veronia Larena","startTime":1665.11,"endTime":1668.57,"body":"are the ones that are, as you were"},{"speaker":"Veronia Larena","startTime":1665.11,"endTime":1668.57,"body":"saying, in contact day to day with"},{"speaker":"Veronia Larena","startTime":1668.57,"endTime":1672.61,"body":"the customer, they understand the pain"},{"speaker":"Veronia Larena","startTime":1668.57,"endTime":1672.61,"body":"points, they understand the things"},{"speaker":"Veronia Larena","startTime":1672.86,"endTime":1679.06,"body":"that the customer might be experiencing"},{"speaker":"Veronia Larena","startTime":1672.86,"endTime":1679.06,"body":"and, and having their input is critical"},{"speaker":"Veronia Larena","startTime":1679.06,"endTime":1680.91,"body":"for a successful Implementation."},{"speaker":"Veronia Larena","startTime":1680.94,"endTime":1682.73,"body":"I think they are the"},{"speaker":"Veronia Larena","startTime":1680.94,"endTime":1682.73,"body":"ones that know the most."},{"speaker":"Saffron Archer","startTime":1682.76,"endTime":1683.17,"body":"I think."},{"speaker":"Saffron Archer","startTime":1683.2,"endTime":1684.87,"body":"Yeah, it's an interesting point."},{"speaker":"Saffron Archer","startTime":1684.87,"endTime":1688.34,"body":"I'm just reflecting on what I think is"},{"speaker":"Saffron Archer","startTime":1684.87,"endTime":1688.34,"body":"some of the hardest parts of the journey"},{"speaker":"Saffron Archer","startTime":1688.81,"endTime":1690.55,"body":"for us in the project management space."},{"speaker":"Saffron Archer","startTime":1690.55,"endTime":1692.64,"body":"And it's kicking things off"},{"speaker":"Saffron Archer","startTime":1690.55,"endTime":1692.64,"body":"can be really quite tough."},{"speaker":"Saffron Archer","startTime":1692.64,"endTime":1695.05,"body":"And what I mean by that"},{"speaker":"Saffron Archer","startTime":1692.64,"endTime":1695.05,"body":"is organizing that."},{"speaker":"Saffron Archer","startTime":1695.405,"endTime":1696.865,"body":"Kind of initial set of workshops."},{"speaker":"Saffron Archer","startTime":1696.865,"endTime":1700.265,"body":"And currently we have a customer"},{"speaker":"Saffron Archer","startTime":1696.865,"endTime":1700.265,"body":"where we have 13 workshops looking"},{"speaker":"Saffron Archer","startTime":1700.265,"endTime":1703.985,"body":"at different disciplines, different"},{"speaker":"Saffron Archer","startTime":1700.265,"endTime":1703.985,"body":"personas, different outcomes quite hard"},{"speaker":"Saffron Archer","startTime":1704.065,"endTime":1709.195,"body":"to interrupt a customer's day to get"},{"speaker":"Saffron Archer","startTime":1704.065,"endTime":1709.195,"body":"their time, to ask them to prepare,"},{"speaker":"Saffron Archer","startTime":1709.225,"endTime":1711.825,"body":"to ask them to be part of something,"},{"speaker":"Saffron Archer","startTime":1709.225,"endTime":1711.825,"body":"to ask them to follow up on actions."},{"speaker":"Saffron Archer","startTime":1712.22,"endTime":1715.04,"body":"When they've all got day jobs, you know,"},{"speaker":"Saffron Archer","startTime":1712.22,"endTime":1715.04,"body":"and we're, we're a project coming in."},{"speaker":"Saffron Archer","startTime":1715.04,"endTime":1715.99,"body":"That's an addition to that."},{"speaker":"Saffron Archer","startTime":1716.0,"endTime":1720.51,"body":"So I think, I think Vero spot on,"},{"speaker":"Saffron Archer","startTime":1716.0,"endTime":1720.51,"body":"I think acknowledging the fact that"},{"speaker":"Saffron Archer","startTime":1721.11,"endTime":1725.04,"body":"advocates are absolutely required and"},{"speaker":"Saffron Archer","startTime":1721.11,"endTime":1725.04,"body":"that whole adoption thing is all about"},{"speaker":"Saffron Archer","startTime":1725.15,"endTime":1727.86,"body":"speaking to each and every person taking."},{"speaker":"Saffron Archer","startTime":1728.305,"endTime":1731.265,"body":"Effort and time to prepare for"},{"speaker":"Saffron Archer","startTime":1728.305,"endTime":1731.265,"body":"that conversation and building"},{"speaker":"Saffron Archer","startTime":1731.265,"endTime":1732.785,"body":"that into into our priorities."},{"speaker":"Saffron Archer","startTime":1732.795,"endTime":1735.735,"body":"So yeah, that, that kickoff"},{"speaker":"Saffron Archer","startTime":1732.795,"endTime":1735.735,"body":"workshopping is something we use"},{"speaker":"Saffron Archer","startTime":1735.735,"endTime":1739.425,"body":"frequently and it works well, but it"},{"speaker":"Saffron Archer","startTime":1735.735,"endTime":1739.425,"body":"can be the hardest to do because of"},{"speaker":"Saffron Archer","startTime":1739.475,"endTime":1740.875,"body":"the availability of our customers."},{"speaker":"Saffron Archer","startTime":1741.125,"endTime":1741.485,"body":"Yeah,"},{"speaker":"Tom Morgan","startTime":1741.675,"endTime":1741.955,"body":"absolutely."},{"speaker":"Tom Morgan","startTime":1742.065,"endTime":1744.795,"body":"There's a lot of different"},{"speaker":"Tom Morgan","startTime":1742.065,"endTime":1744.795,"body":"people to keep happy."},{"speaker":"Tom Morgan","startTime":1744.795,"endTime":1746.805,"body":"There's a lot of different"},{"speaker":"Tom Morgan","startTime":1744.795,"endTime":1746.805,"body":"people to talk to and consult on."},{"speaker":"Tom Morgan","startTime":1747.165,"endTime":1750.745,"body":"And it's, yeah, no, it's a, it's, it's"},{"speaker":"Tom Morgan","startTime":1747.165,"endTime":1750.745,"body":"a big deal changing contact centers."},{"speaker":"Tom Morgan","startTime":1751.085,"endTime":1752.015,"body":"You know, it really is."},{"speaker":"Tom Morgan","startTime":1752.015,"endTime":1753.995,"body":"It's the front end of."},{"speaker":"Tom Morgan","startTime":1754.285,"endTime":1757.715,"body":"The customer experience for lots"},{"speaker":"Tom Morgan","startTime":1754.285,"endTime":1757.715,"body":"and lots of different companies."},{"speaker":"Tom Morgan","startTime":1757.725,"endTime":1759.175,"body":"And so it's important to get it right"},{"speaker":"Alex Baker","startTime":1759.805,"endTime":1763.025,"body":"I've been involved in"},{"speaker":"Alex Baker","startTime":1759.805,"endTime":1763.025,"body":"a few contact center migrations and"},{"speaker":"Alex Baker","startTime":1763.425,"endTime":1766.825,"body":"a while back now, some of them took"},{"speaker":"Alex Baker","startTime":1763.425,"endTime":1766.825,"body":"me to some quite interesting places."},{"speaker":"Alex Baker","startTime":1767.255,"endTime":1769.155,"body":"Do you think that there is a need?"},{"speaker":"Alex Baker","startTime":1769.59,"endTime":1773.77,"body":"Nowadays for that kind of having"},{"speaker":"Alex Baker","startTime":1769.59,"endTime":1773.77,"body":"boots on the ground, what was the"},{"speaker":"Alex Baker","startTime":1773.77,"endTime":1775.84,"body":"advent of so much remote work?"},{"speaker":"Alex Baker","startTime":1776.12,"endTime":1781.39,"body":"Or is it something that you think can be"},{"speaker":"Alex Baker","startTime":1776.12,"endTime":1781.39,"body":"done completely adequately, fully remote?"},{"speaker":"Veronia Larena","startTime":1781.96,"endTime":1787.75,"body":"In our experience, I think"},{"speaker":"Veronia Larena","startTime":1781.96,"endTime":1787.75,"body":"we embrace fully remote and we obviously"},{"speaker":"Veronia Larena","startTime":1787.77,"endTime":1792.28,"body":"have seen, we can see the benefits"},{"speaker":"Veronia Larena","startTime":1787.77,"endTime":1792.28,"body":"of why like FaceTime is important."},{"speaker":"Veronia Larena","startTime":1792.66,"endTime":1793.73,"body":"But for."},{"speaker":"Veronia Larena","startTime":1793.98,"endTime":1795.53,"body":"These particular implementations."},{"speaker":"Veronia Larena","startTime":1795.56,"endTime":1798.44,"body":"I don't think you need"},{"speaker":"Veronia Larena","startTime":1795.56,"endTime":1798.44,"body":"to be in a room anymore."},{"speaker":"Veronia Larena","startTime":1798.52,"endTime":1798.66,"body":"No."},{"speaker":"Tom Morgan","startTime":1798.91,"endTime":1801.4,"body":"I think when we land that"},{"speaker":"Tom Morgan","startTime":1798.91,"endTime":1801.4,"body":"contract in Hawaii, I might ask you again."},{"speaker":"Veronia Larena","startTime":1801.65,"endTime":1803.76,"body":"Maybe, maybe"},{"speaker":"Veronia Larena","startTime":1801.65,"endTime":1803.76,"body":"I will change my mind, but"},{"speaker":"Tom Morgan","startTime":1804.01,"endTime":1805.67,"body":"yeah, no,"},{"speaker":"Tom Morgan","startTime":1804.01,"endTime":1805.67,"body":"it's, it's interesting."},{"speaker":"Tom Morgan","startTime":1805.94,"endTime":1806.17,"body":"Cool."},{"speaker":"Tom Morgan","startTime":1806.26,"endTime":1808.78,"body":"We could chat all day and we probably"},{"speaker":"Tom Morgan","startTime":1806.26,"endTime":1808.78,"body":"will carry on chatting after we"},{"speaker":"Tom Morgan","startTime":1808.78,"endTime":1811.79,"body":"finish recording, but it's time"},{"speaker":"Tom Morgan","startTime":1808.78,"endTime":1811.79,"body":"to bring this episode to an end."},{"speaker":"Tom Morgan","startTime":1812.18,"endTime":1813.0,"body":"Thank you very much."},{"speaker":"Tom Morgan","startTime":1813.22,"endTime":1814.89,"body":"Saf, thank you very much, Vero."},{"speaker":"Tom Morgan","startTime":1815.25,"endTime":1816.11,"body":"Thank you very much, Alex."},{"speaker":"Tom Morgan","startTime":1816.12,"endTime":1817.43,"body":"Thank you all for listening."},{"speaker":"Tom Morgan","startTime":1817.89,"endTime":1821.06,"body":"Today we talked all about project"},{"speaker":"Tom Morgan","startTime":1817.89,"endTime":1821.06,"body":"management and how to successfully"},{"speaker":"Tom Morgan","startTime":1821.06,"endTime":1822.74,"body":"run an Amazon Connect project."},{"speaker":"Tom Morgan","startTime":1823.04,"endTime":1826.49,"body":"Next time on ACP, we're talking"},{"speaker":"Tom Morgan","startTime":1823.04,"endTime":1826.49,"body":"with Ari Hazekamp, Senior Partner"},{"speaker":"Tom Morgan","startTime":1826.5,"endTime":1828.37,"body":"Solutions Architect for Amazon Connect."},{"speaker":"Tom Morgan","startTime":1828.44,"endTime":1830.83,"body":"So be sure to subscribe in"},{"speaker":"Tom Morgan","startTime":1828.44,"endTime":1830.83,"body":"your favorite podcast player."},{"speaker":"Tom Morgan","startTime":1830.85,"endTime":1831.93,"body":"That way you won't miss it."},{"speaker":"Tom Morgan","startTime":1832.58,"endTime":1835.49,"body":"Whilst you're there, we'd love it"},{"speaker":"Tom Morgan","startTime":1832.58,"endTime":1835.49,"body":"if you would rate and review us."},{"speaker":"Tom Morgan","startTime":1835.55,"endTime":1838.46,"body":"And as a new podcast, if you have"},{"speaker":"Tom Morgan","startTime":1835.55,"endTime":1838.46,"body":"colleagues that you think would benefit"},{"speaker":"Tom Morgan","startTime":1838.46,"endTime":1839.79,"body":"from this content, please let them know."},{"speaker":"Tom Morgan","startTime":1840.215,"endTime":1843.885,"body":"To find out more about how Cloud"},{"speaker":"Tom Morgan","startTime":1840.215,"endTime":1843.885,"body":"Interact can help you on your contact"},{"speaker":"Tom Morgan","startTime":1843.885,"endTime":1846.005,"body":"center journey, visit cloudinteract."},{"speaker":"Tom Morgan","startTime":1846.155,"endTime":1846.715,"body":"io."},{"speaker":"Tom Morgan","startTime":1847.315,"endTime":1850.955,"body":"We're wrapping this call up now and"},{"speaker":"Tom Morgan","startTime":1847.315,"endTime":1850.955,"body":"we'll connect with you next time."}]}