{"version":"1.0.0","segments":[{"startTime":0.0,"endTime":3.99,"body":"AI is affecting the customer"},{"startTime":0.0,"endTime":3.99,"body":"experience with today's amazing"},{"startTime":3.99,"endTime":5.64,"body":"special guest, Mary Poppen."},{"startTime":6.189,"endTime":9.82,"body":"Welcome to the Artificial Intelligence"},{"startTime":6.189,"endTime":9.82,"body":"Podcast, where we make AI simple,"},{"startTime":9.879,"endTime":13.09,"body":"practical, and accessible for"},{"startTime":9.879,"endTime":13.09,"body":"small business owners and leaders."},{"startTime":13.149,"endTime":16.149,"body":"Forget the complicated T talk"},{"startTime":13.149,"endTime":16.149,"body":"or expensive consultants."},{"startTime":16.239,"endTime":19.24,"body":"This is where you'll learn how to"},{"startTime":16.239,"endTime":19.24,"body":"implement AI strategies that are"},{"startTime":19.27,"endTime":22.63,"body":"easy to understand and can make"},{"startTime":19.27,"endTime":22.63,"body":"a big impact for your business."},{"startTime":22.69,"endTime":25.72,"body":"The Artificial Intelligence Podcast"},{"startTime":22.69,"endTime":25.72,"body":"is brought to you by fraction aio."},{"startTime":25.795,"endTime":29.335,"body":"The trusted partner for AI Digital"},{"startTime":25.795,"endTime":29.335,"body":"Transformation at fraction A IO, we"},{"startTime":29.335,"endTime":32.965,"body":"help small and medium sized businesses"},{"startTime":29.335,"endTime":32.965,"body":"boost revenue by eliminating time"},{"startTime":32.965,"endTime":36.145,"body":"wasting non-revenue generating"},{"startTime":32.965,"endTime":36.145,"body":"tasks that frustrate your team."},{"startTime":36.205,"endTime":39.385,"body":"With our custom AI bots, tools"},{"startTime":36.205,"endTime":39.385,"body":"and automations, we make it"},{"startTime":39.415,"endTime":42.745,"body":"easy to shift your team's focus"},{"startTime":39.415,"endTime":42.745,"body":"to the tasks that matter most."},{"startTime":42.745,"endTime":46.285,"body":"Driving growth and results,"},{"startTime":42.745,"endTime":46.285,"body":"we guide you through a smooth."},{"startTime":46.59,"endTime":50.58,"body":"Seamless transition to ai ensuring you"},{"startTime":46.59,"endTime":50.58,"body":"avoid costly mistakes and invest in"},{"startTime":50.58,"endTime":52.65,"body":"the tools that truly deliver value."},{"startTime":52.65,"endTime":53.82,"body":"Don't get left behind."},{"startTime":53.82,"endTime":57.24,"body":"Let fraction aio o help you stay"},{"startTime":53.82,"endTime":57.24,"body":"ahead in today's AI driven world."},{"startTime":57.45,"endTime":58.08,"body":"Learn more."},{"startTime":58.26,"endTime":58.92,"body":"Get started."},{"startTime":58.92,"endTime":61.53,"body":"Fraction aio.com."},{"startTime":63.594,"endTime":66.024,"body":"Now, Mary, I'm really excited to"},{"startTime":63.594,"endTime":66.024,"body":"have you here because over the next"},{"startTime":66.024,"endTime":69.564,"body":"20 minutes we're really gonna dive"},{"startTime":66.024,"endTime":69.564,"body":"into how AI can make the customer"},{"startTime":69.564,"endTime":71.724,"body":"experience a lot better or a lot worse."},{"startTime":71.724,"endTime":75.504,"body":"I think we've all experienced both ends"},{"startTime":71.724,"endTime":75.504,"body":"of that, and we wanna give guidance"},{"startTime":75.504,"endTime":79.044,"body":"to people on how they can ensure"},{"startTime":75.504,"endTime":79.044,"body":"that they use AI in a positive way."},{"startTime":79.044,"endTime":80.994,"body":"As I was telling you right"},{"startTime":79.044,"endTime":80.994,"body":"before we started, I just."},{"startTime":81.774,"endTime":84.834,"body":"Was dealing with customer support"},{"startTime":81.774,"endTime":84.834,"body":"earlier today, and they always force"},{"startTime":84.834,"endTime":87.864,"body":"you to talk to a chat bot before"},{"startTime":84.834,"endTime":87.864,"body":"you can submit the support ticket."},{"startTime":88.494,"endTime":90.594,"body":"And I have to answer"},{"startTime":88.494,"endTime":90.594,"body":"all the same questions."},{"startTime":90.594,"endTime":92.784,"body":"And then they go, oh"},{"startTime":90.594,"endTime":92.784,"body":"yeah, this is a known bug."},{"startTime":92.784,"endTime":94.824,"body":"And then you're dealing with the"},{"startTime":92.784,"endTime":94.824,"body":"person, they're starting to fix it."},{"startTime":95.304,"endTime":97.794,"body":"But AI doesn't really, at"},{"startTime":95.304,"endTime":97.794,"body":"least with chatbots, doesn't"},{"startTime":97.794,"endTime":98.874,"body":"have the ability to fix it."},{"startTime":98.874,"endTime":103.854,"body":"And my other worry is that"},{"startTime":98.874,"endTime":103.854,"body":"there's a tendency to get lazy."},{"startTime":104.619,"endTime":107.439,"body":"Which is that we don't quality"},{"startTime":104.619,"endTime":107.439,"body":"control what the AI is doing."},{"startTime":107.439,"endTime":110.709,"body":"So sometimes we have the AI check"},{"startTime":107.439,"endTime":110.709,"body":"in and every project I work on,"},{"startTime":110.709,"endTime":112.089,"body":"AI makes mistakes all the time."},{"startTime":112.089,"endTime":114.759,"body":"I was dealing with an AI making"},{"startTime":112.089,"endTime":114.759,"body":"math mistakes earlier today, coding"},{"startTime":114.759,"endTime":117.729,"body":"mistakes this afternoon, and if"},{"startTime":114.759,"endTime":117.729,"body":"you don't double check its work."},{"startTime":117.729,"endTime":121.899,"body":"You start like letting it slide, then"},{"startTime":117.729,"endTime":121.899,"body":"things can go off track very quickly."},{"startTime":121.899,"endTime":124.899,"body":"And I worry about how do we"},{"startTime":121.899,"endTime":124.899,"body":"train our employees or how"},{"startTime":124.899,"endTime":126.429,"body":"do we create a culture that."},{"startTime":127.704,"endTime":130.584,"body":"Still remembers the value of the"},{"startTime":127.704,"endTime":130.584,"body":"customer experience and doesn't fall"},{"startTime":130.584,"endTime":134.139,"body":"into the temptation to like, just click"},{"startTime":130.584,"endTime":134.139,"body":"the button 'cause it's probably fine."},{"startTime":135.594,"endTime":137.664,"body":"Yeah, absolutely."},{"startTime":137.664,"endTime":138.834,"body":"Thanks for having me, Jonathan."},{"startTime":138.834,"endTime":142.554,"body":"It's great to be here with you, and I'm"},{"startTime":138.834,"endTime":142.554,"body":"looking forward to talking about this."},{"startTime":142.944,"endTime":143.694,"body":"A hundred percent."},{"startTime":143.694,"endTime":148.314,"body":"Everyone's looking for AI to solve"},{"startTime":143.694,"endTime":148.314,"body":"kinda the scalability challenge and also"},{"startTime":148.314,"endTime":152.334,"body":"removing some of the tactical work, the"},{"startTime":148.314,"endTime":152.334,"body":"work people don't want to necessarily"},{"startTime":152.754,"endTime":157.134,"body":"do so that they can do more impactful"},{"startTime":152.754,"endTime":157.134,"body":"and strategic work with customers."},{"startTime":158.304,"endTime":161.814,"body":"While I think that's true and we're"},{"startTime":158.304,"endTime":161.814,"body":"heading in that direction, you're a"},{"startTime":161.814,"endTime":166.974,"body":"hundred percent right that if AI's"},{"startTime":161.814,"endTime":166.974,"body":"learning from bad information or no one"},{"startTime":166.974,"endTime":172.414,"body":"is checking to make sure the validity"},{"startTime":166.974,"endTime":172.414,"body":"of what customers are being given or"},{"startTime":172.414,"endTime":175.594,"body":"following up to make sure that their"},{"startTime":172.414,"endTime":175.594,"body":"issues have been resolved appropriately,"},{"startTime":175.834,"endTime":177.214,"body":"then the AI's just learning."},{"startTime":177.414,"endTime":183.054,"body":"Right to continue to give bad advice"},{"startTime":177.414,"endTime":183.054,"body":"or bad information to customers."},{"startTime":183.084,"endTime":188.454,"body":"So there's absolutely that governance"},{"startTime":183.084,"endTime":188.454,"body":"piece and oversight piece that needs"},{"startTime":188.454,"endTime":190.314,"body":"to be, at least in the interim."},{"startTime":190.759,"endTime":191.959,"body":"Put in place, right?"},{"startTime":191.959,"endTime":195.829,"body":"We can't just turn on AI and"},{"startTime":191.959,"endTime":195.829,"body":"expect it's going to immediately"},{"startTime":195.829,"endTime":199.369,"body":"take customers through the most"},{"startTime":195.829,"endTime":199.369,"body":"powerful digital experience and"},{"startTime":199.369,"endTime":200.689,"body":"solve all of their challenges."},{"startTime":201.469,"endTime":208.189,"body":"We need to strategically and effectively"},{"startTime":201.469,"endTime":208.189,"body":"put the human still into this process"},{"startTime":208.519,"endTime":211.339,"body":"in order to make sure customers get"},{"startTime":208.519,"endTime":211.339,"body":"what they need, and they do have"},{"startTime":211.339,"endTime":212.269,"body":"a great experience."},{"startTime":218.904,"endTime":224.744,"body":"let's start from that point of what"},{"startTime":218.904,"endTime":224.744,"body":"does divine a good customer experience?"},{"startTime":225.014,"endTime":228.524,"body":"So a few years ago, my"},{"startTime":225.014,"endTime":228.524,"body":"wife and I bought a hostel."},{"startTime":228.524,"endTime":231.404,"body":"We ran it for a few years until it"},{"startTime":228.524,"endTime":231.404,"body":"was destroyed in a natural disaster."},{"startTime":231.584,"endTime":233.489,"body":"But the one thing we learned was that."},{"startTime":234.599,"endTime":238.319,"body":"The beauty of a franchise is there's an"},{"startTime":234.599,"endTime":238.319,"body":"instruction manual with many businesses."},{"startTime":238.319,"endTime":241.679,"body":"There's no instruction manual, and"},{"startTime":238.319,"endTime":241.679,"body":"I've experienced the entire gamut,"},{"startTime":241.679,"endTime":244.559,"body":"and I've delivered the entire gamut"},{"startTime":241.679,"endTime":244.559,"body":"of customer experiences for my"},{"startTime":244.559,"endTime":249.959,"body":"customers, where often you don't"},{"startTime":244.559,"endTime":249.959,"body":"think of it, but they'll find a way to"},{"startTime":249.989,"endTime":251.639,"body":"break the one thing you didn't test."},{"startTime":251.639,"endTime":257.239,"body":"So how do you start at the top with"},{"startTime":251.639,"endTime":257.239,"body":"what defines a good customer experience"},{"startTime":257.689,"endTime":261.289,"body":"before you try and have AI implemented"},{"startTime":257.689,"endTime":261.289,"body":"or try to improve that process?"},{"startTime":261.919,"endTime":265.279,"body":"Yeah, it's a great, it's a great"},{"startTime":261.919,"endTime":265.279,"body":"point because again, it's easy"},{"startTime":265.579,"endTime":271.789,"body":"to take just pieces of a customer"},{"startTime":265.579,"endTime":271.789,"body":"experience and put it into AI's hands."},{"startTime":271.839,"endTime":275.169,"body":"And then you just are left with a"},{"startTime":271.839,"endTime":275.169,"body":"choppy experience for the customer."},{"startTime":275.619,"endTime":279.489,"body":"One of the most important things"},{"startTime":275.619,"endTime":279.489,"body":"still today, which has been talked"},{"startTime":279.489,"endTime":282.939,"body":"about for now, two decades or more."},{"startTime":283.364,"endTime":287.534,"body":"Is defining that customer journey,"},{"startTime":283.364,"endTime":287.534,"body":"defining what does good look"},{"startTime":287.534,"endTime":291.164,"body":"like for your company, your"},{"startTime":287.534,"endTime":291.164,"body":"product, your service, right?"},{"startTime":291.524,"endTime":293.684,"body":"What is the outcome you want them to have?"},{"startTime":293.924,"endTime":297.554,"body":"And ultimately, what does that journey"},{"startTime":293.924,"endTime":297.554,"body":"look based on the customer's needs?"},{"startTime":298.394,"endTime":304.294,"body":"Once, once you nail that and get"},{"startTime":298.394,"endTime":304.294,"body":"it just right now, you can start"},{"startTime":304.294,"endTime":308.434,"body":"to infuse AI and start to take over"},{"startTime":304.294,"endTime":308.434,"body":"some of those common processes."},{"startTime":309.774,"endTime":315.114,"body":"Or the more tactical pieces, and"},{"startTime":309.774,"endTime":315.114,"body":"then you'll be able to strategically"},{"startTime":315.114,"endTime":318.594,"body":"decide where does the customer"},{"startTime":315.114,"endTime":318.594,"body":"need more personalization?"},{"startTime":318.594,"endTime":321.864,"body":"Where do we need to put"},{"startTime":318.594,"endTime":321.864,"body":"more human emphasis?"},{"startTime":322.104,"endTime":326.904,"body":"But really, until you have that"},{"startTime":322.104,"endTime":326.904,"body":"foundation identified, all you're really"},{"startTime":326.904,"endTime":332.024,"body":"doing is taking, playing darts in the"},{"startTime":326.904,"endTime":332.024,"body":"dark and hoping to hit the target."},{"startTime":332.334,"endTime":336.174,"body":"And all it does ultimately is provide"},{"startTime":332.334,"endTime":336.174,"body":"the customer a choppy experience."},{"startTime":338.544,"endTime":343.104,"body":"Yeah, I think that one of the challenges"},{"startTime":338.544,"endTime":343.104,"body":"with AI is that the hype and the"},{"startTime":343.104,"endTime":345.924,"body":"promise makes it sound like you can"},{"startTime":343.104,"endTime":345.924,"body":"just say to an ai, define a good"},{"startTime":345.924,"endTime":349.254,"body":"customer experience and it really can't."},{"startTime":350.229,"endTime":353.409,"body":"What it's good at is accelerating a"},{"startTime":350.229,"endTime":353.409,"body":"working process or a working system"},{"startTime":353.409,"endTime":354.669,"body":"or something that already works."},{"startTime":355.089,"endTime":358.689,"body":"But when you try to have an"},{"startTime":355.089,"endTime":358.689,"body":"incomplete or broken process and then"},{"startTime":358.689,"endTime":361.119,"body":"accelerate it, things only get worse."},{"startTime":361.179,"endTime":366.999,"body":"And what I often see is that people want"},{"startTime":361.179,"endTime":366.999,"body":"to put AI in between them and customers"},{"startTime":366.999,"endTime":370.239,"body":"or in between them in communication,"},{"startTime":366.999,"endTime":370.239,"body":"whether this is customer support,"},{"startTime":370.239,"endTime":371.799,"body":"chatbot, or having to do social media."},{"startTime":371.799,"endTime":373.299,"body":"Having to do social media responses."},{"startTime":373.299,"endTime":377.179,"body":"And while those things can be"},{"startTime":373.299,"endTime":377.179,"body":"useful for scaling, they are."},{"startTime":377.769,"endTime":382.869,"body":"Limit you or keep you from catching"},{"startTime":377.769,"endTime":382.869,"body":"problems until it's too late often."},{"startTime":383.019,"endTime":384.909,"body":"The strangest messaged"},{"startTime":383.019,"endTime":384.909,"body":"me the most important."},{"startTime":384.909,"endTime":386.829,"body":"I'll give you a specific"},{"startTime":384.909,"endTime":386.829,"body":"example today on LinkedIn."},{"startTime":386.979,"endTime":389.799,"body":"Someone messaged me and said, Hey,"},{"startTime":386.979,"endTime":389.799,"body":"your latest article had a broken link."},{"startTime":389.799,"endTime":391.959,"body":"And I looked and I go, that's weird."},{"startTime":391.959,"endTime":396.489,"body":"I clicked the link, it worked for me,"},{"startTime":391.959,"endTime":396.489,"body":"and I realized my browser had it cashed"},{"startTime":396.489,"endTime":398.499,"body":"and my website had expired 10 days ago."},{"startTime":398.499,"endTime":399.879,"body":"So I had to pay the renewal fee."},{"startTime":400.359,"endTime":402.339,"body":"So if I had missed that message."},{"startTime":403.584,"endTime":405.794,"body":"That would've been catastrophic, right?"},{"startTime":406.094,"endTime":408.854,"body":"And it was like, I thought"},{"startTime":406.094,"endTime":408.854,"body":"it was on auto renew."},{"startTime":409.094,"endTime":410.684,"body":"I usually get a notification."},{"startTime":410.684,"endTime":412.004,"body":"I don't know why I didn't renew."},{"startTime":413.174,"endTime":416.834,"body":"$7 bill that some reason didn't go through"},{"startTime":413.174,"endTime":416.834,"body":"would've been a catastrophic problem."},{"startTime":416.834,"endTime":420.074,"body":"In catching those little things,"},{"startTime":416.834,"endTime":420.074,"body":"when someone says this is misspelled,"},{"startTime":420.074,"endTime":422.414,"body":"or this messaging is where these"},{"startTime":420.074,"endTime":422.414,"body":"little messages are actually really"},{"startTime":422.414,"endTime":426.794,"body":"critical, sometimes a comment on a"},{"startTime":422.414,"endTime":426.794,"body":"post has led to a really large client."},{"startTime":426.794,"endTime":430.244,"body":"For me, my biggest paying client"},{"startTime":426.794,"endTime":430.244,"body":"of the entire year left a really"},{"startTime":430.244,"endTime":432.914,"body":"weird comment last year and I"},{"startTime":430.244,"endTime":432.914,"body":"just responded to it 'cause I"},{"startTime":432.914,"endTime":433.994,"body":"didn't understand what they meant."},{"startTime":433.994,"endTime":436.124,"body":"And then once they explained"},{"startTime":433.994,"endTime":436.124,"body":"it, we had a conversation."},{"startTime":436.124,"endTime":441.644,"body":"It led to all these projects and if"},{"startTime":436.124,"endTime":441.644,"body":"we kind of block that signal early."},{"startTime":442.679,"endTime":445.829,"body":"That's when we start to miss exactly"},{"startTime":442.679,"endTime":445.829,"body":"when the customers tell us this"},{"startTime":445.829,"endTime":448.589,"body":"is a bad experience, or this isn't"},{"startTime":445.829,"endTime":448.589,"body":"working, or this is a dead end."},{"startTime":448.589,"endTime":450.629,"body":"And that's we all have it."},{"startTime":450.629,"endTime":453.389,"body":"We first build a product or software,"},{"startTime":450.629,"endTime":453.389,"body":"people do something we don't expect."},{"startTime":453.389,"endTime":456.179,"body":"They click this button and this button"},{"startTime":453.389,"endTime":456.179,"body":"and they end up in a cul-de-sac, right?"},{"startTime":456.269,"endTime":457.899,"body":"And they end up trapped"},{"startTime":456.269,"endTime":457.899,"body":"and there's no way out."},{"startTime":457.899,"endTime":460.359,"body":"And then very frustrating go, oh,"},{"startTime":457.899,"endTime":460.359,"body":"you have to reload the website."},{"startTime":460.359,"endTime":461.199,"body":"It's the only way to solve it."},{"startTime":461.199,"endTime":464.229,"body":"And if we don't let them tell"},{"startTime":461.199,"endTime":464.229,"body":"us they're having that problem,"},{"startTime":464.229,"endTime":468.249,"body":"if we create this culture too"},{"startTime":464.229,"endTime":468.249,"body":"early of blocking communication"},{"startTime":468.249,"endTime":470.409,"body":"or putting AI in there because."},{"startTime":471.564,"endTime":474.084,"body":"Maybe you have someone who"},{"startTime":471.564,"endTime":474.084,"body":"checks the AI logs once a week."},{"startTime":474.084,"endTime":475.764,"body":"But that means you don't"},{"startTime":474.084,"endTime":475.764,"body":"notice a problem for a week."},{"startTime":475.764,"endTime":477.144,"body":"That could mean it could really scale."},{"startTime":477.144,"endTime":480.234,"body":"'cause my experience is that for"},{"startTime":477.144,"endTime":480.234,"body":"every person who tells you 10 to"},{"startTime":480.234,"endTime":483.144,"body":"a hundred had the same problem"},{"startTime":480.234,"endTime":483.144,"body":"and didn't bother complaining."},{"startTime":484.374,"endTime":485.274,"body":"Yeah, absolutely."},{"startTime":485.274,"endTime":489.944,"body":"I think, that's a great example and"},{"startTime":485.274,"endTime":489.944,"body":"actually ties to what you were saying at"},{"startTime":489.944,"endTime":495.344,"body":"the very beginning of our conversation,"},{"startTime":489.944,"endTime":495.344,"body":"which is at what point do you infuse."},{"startTime":495.914,"endTime":499.514,"body":"AI chat bots as an example,"},{"startTime":495.914,"endTime":499.514,"body":"into the support process."},{"startTime":499.754,"endTime":502.684,"body":"And what if, you just"},{"startTime":499.754,"endTime":502.684,"body":"wanna talk to an agent?"},{"startTime":502.954,"endTime":508.084,"body":"You want that human to answer"},{"startTime":502.954,"endTime":508.084,"body":"the question without making those"},{"startTime":508.084,"endTime":510.034,"body":"options available for customers."},{"startTime":510.034,"endTime":512.914,"body":"One, it can be frustrating,"},{"startTime":510.034,"endTime":512.914,"body":"even more frustrating for the"},{"startTime":512.914,"endTime":516.894,"body":"customer, even if they get their"},{"startTime":512.914,"endTime":516.894,"body":"answer at the end of, the process."},{"startTime":517.254,"endTime":519.954,"body":"It's not the experience"},{"startTime":517.254,"endTime":519.954,"body":"that they wanted to have."},{"startTime":520.254,"endTime":521.364,"body":"And then second."},{"startTime":522.054,"endTime":526.614,"body":"To your point about missing things, if"},{"startTime":522.054,"endTime":526.614,"body":"all you do is give them one channel or"},{"startTime":526.614,"endTime":531.534,"body":"way to share feedback, and the cadence"},{"startTime":526.614,"endTime":531.534,"body":"or the channel itself isn't effective,"},{"startTime":532.044,"endTime":536.544,"body":"then you're missing that opportunity to"},{"startTime":532.044,"endTime":536.544,"body":"not only serve that customer, but also"},{"startTime":536.544,"endTime":542.424,"body":"to learn from it and then incorporate it"},{"startTime":536.544,"endTime":542.424,"body":"into your, features or into your process."},{"startTime":542.964,"endTime":546.114,"body":"So a hundred percent the timing"},{"startTime":542.964,"endTime":546.114,"body":"and the channel really matter."},{"startTime":549.519,"endTime":552.649,"body":"There's this sometimes"},{"startTime":549.519,"endTime":552.649,"body":"there's a breakdown."},{"startTime":553.339,"endTime":557.299,"body":"Once a customer hits a certain"},{"startTime":553.339,"endTime":557.299,"body":"waypoint, and it can be after they"},{"startTime":557.299,"endTime":559.699,"body":"sign up for a free trial or after"},{"startTime":557.299,"endTime":559.699,"body":"they make the first payment, or"},{"startTime":559.699,"endTime":563.869,"body":"after they cross the third payment,"},{"startTime":559.699,"endTime":563.869,"body":"there's always some point where your"},{"startTime":563.929,"endTime":566.669,"body":"automations or your plan drops the ball."},{"startTime":566.669,"endTime":571.169,"body":"And if you don't have someone"},{"startTime":566.669,"endTime":571.169,"body":"actively monitoring, it's that"},{"startTime":571.559,"endTime":574.049,"body":"drop in engagement can really."},{"startTime":575.309,"endTime":577.649,"body":"Cause them like a real"},{"startTime":575.309,"endTime":577.649,"body":"downturn in customer sentiment."},{"startTime":577.649,"endTime":579.989,"body":"And I guess this fancy way of saying"},{"startTime":577.649,"endTime":579.989,"body":"if you don't talk to customers"},{"startTime":579.989,"endTime":581.129,"body":"enough, they start to get annoyed."},{"startTime":581.819,"endTime":584.609,"body":"And it's that really weird thing"},{"startTime":581.819,"endTime":584.609,"body":"where you go into a store and if"},{"startTime":584.609,"endTime":586.919,"body":"the, if you're just looking around"},{"startTime":584.609,"endTime":586.919,"body":"and they, Hey, can I help you?"},{"startTime":586.919,"endTime":587.999,"body":"You're like, oh, that's so annoying."},{"startTime":588.029,"endTime":590.009,"body":"But if you wanna buy something and"},{"startTime":588.029,"endTime":590.009,"body":"no one says, Hey, can I help you?"},{"startTime":590.009,"endTime":591.389,"body":"Then you're annoyed"},{"startTime":590.009,"endTime":591.389,"body":"like there's no winning."},{"startTime":591.749,"endTime":594.659,"body":"It's that unwinnable thing and it's."},{"startTime":595.544,"endTime":598.454,"body":"This, there's this"},{"startTime":595.544,"endTime":598.454,"body":"worry that I experience."},{"startTime":598.454,"endTime":600.284,"body":"I know a lot of people say,"},{"startTime":598.454,"endTime":600.284,"body":"oh, I don't want to email too"},{"startTime":600.284,"endTime":602.144,"body":"much because it's so invasive."},{"startTime":602.714,"endTime":603.879,"body":"And if I email every day."},{"startTime":604.769,"endTime":607.229,"body":"Then the customer will get annoyed,"},{"startTime":604.769,"endTime":607.229,"body":"but if they don't email often"},{"startTime":607.229,"endTime":608.519,"body":"enough, they'll also get annoyed."},{"startTime":608.519,"endTime":613.439,"body":"And it's this, what's the right balance"},{"startTime":608.519,"endTime":613.439,"body":"of engagement and is there a way AI can"},{"startTime":613.439,"endTime":618.239,"body":"tell you which people want to be engaged"},{"startTime":613.439,"endTime":618.239,"body":"with and which ones wanna be left alone?"},{"startTime":619.799,"endTime":623.699,"body":"That's so fascinating because, so"},{"startTime":619.799,"endTime":623.699,"body":"you just really described, there's"},{"startTime":623.699,"endTime":624.894,"body":"there's more than two, but I'll just."},{"startTime":625.419,"endTime":628.659,"body":"Kind of boil it down to two, there's"},{"startTime":625.419,"endTime":628.659,"body":"a tactical experience and then"},{"startTime":628.659,"endTime":630.279,"body":"there's a personalized experience."},{"startTime":630.489,"endTime":634.149,"body":"And most of the time the customer"},{"startTime":630.489,"endTime":634.149,"body":"experience is gonna fall between the two."},{"startTime":634.389,"endTime":638.949,"body":"But if all you're really wanting to do"},{"startTime":634.389,"endTime":638.949,"body":"is offer a technology, or maybe it's,"},{"startTime":639.219,"endTime":643.869,"body":"I don't know, just a basic feature"},{"startTime":639.219,"endTime":643.869,"body":"that you're offering for free, having"},{"startTime":643.899,"endTime":648.369,"body":"a tactical AI based digital approach"},{"startTime":643.899,"endTime":648.369,"body":"generally will work because all you"},{"startTime":648.369,"endTime":650.529,"body":"want for an outcome is for them."},{"startTime":651.124,"endTime":653.974,"body":"Customer to get an experience"},{"startTime":651.124,"endTime":653.974,"body":"with that technology."},{"startTime":654.154,"endTime":657.994,"body":"But if you're really trying to"},{"startTime":654.154,"endTime":657.994,"body":"build a customer base, customer"},{"startTime":657.994,"endTime":662.474,"body":"loyalty upsell opportunity, then"},{"startTime":657.994,"endTime":662.474,"body":"you need to start thinking about"},{"startTime":662.474,"endTime":667.544,"body":"that personalized experience so that"},{"startTime":662.474,"endTime":667.544,"body":"digital tactical focus with AI just."},{"startTime":668.269,"endTime":673.209,"body":"Leading the customer through a basic"},{"startTime":668.269,"endTime":673.209,"body":"journey, it's not gonna be effective"},{"startTime":673.579,"endTime":676.489,"body":"at building that relationship"},{"startTime":673.579,"endTime":676.489,"body":"and keeping a long-term customer."},{"startTime":676.489,"endTime":679.639,"body":"So you need to start thinking"},{"startTime":676.489,"endTime":679.639,"body":"about that personalized experience."},{"startTime":679.939,"endTime":683.599,"body":"How can we identify when"},{"startTime":679.939,"endTime":683.599,"body":"Jonathan wants help or not?"},{"startTime":683.899,"endTime":689.719,"body":"And that's where the power of the data and"},{"startTime":683.899,"endTime":689.719,"body":"behavior of the customer and the sentiment"},{"startTime":689.719,"endTime":694.309,"body":"of the customer all together tell a"},{"startTime":689.719,"endTime":694.309,"body":"story that you can then start using."},{"startTime":695.169,"endTime":698.199,"body":"To predict what is the"},{"startTime":695.169,"endTime":698.199,"body":"customer gonna need?"},{"startTime":698.199,"endTime":699.009,"body":"At what point?"},{"startTime":699.459,"endTime":704.909,"body":"What's so beautiful about ai, not only,"},{"startTime":699.459,"endTime":704.909,"body":"generative ai but something that's"},{"startTime":704.909,"endTime":709.709,"body":"been in place for quite a while now"},{"startTime":704.909,"endTime":709.709,"body":"is that behind the scenes AI and the"},{"startTime":709.709,"endTime":714.929,"body":"trending and the power of being able"},{"startTime":709.709,"endTime":714.929,"body":"to look at millions of pieces of data"},{"startTime":715.259,"endTime":716.999,"body":"right, and start to make sense of it."},{"startTime":717.339,"endTime":721.389,"body":"Something we could never do really"},{"startTime":717.339,"endTime":721.389,"body":"as humans unless you knew exactly"},{"startTime":721.389,"endTime":723.189,"body":"what questions you wanted answered."},{"startTime":723.489,"endTime":727.779,"body":"So data scientists are great because"},{"startTime":723.489,"endTime":727.779,"body":"if you tell them the questions"},{"startTime":727.779,"endTime":731.619,"body":"that you want answered, when does"},{"startTime":727.779,"endTime":731.619,"body":"Jonathan want help versus not?"},{"startTime":731.889,"endTime":737.379,"body":"They can start to identify what data"},{"startTime":731.889,"endTime":737.379,"body":"to look at, but think of AI looking at"},{"startTime":737.379,"endTime":739.869,"body":"these millions of data points, right?"},{"startTime":739.869,"endTime":743.319,"body":"And customer behavior, and"},{"startTime":739.869,"endTime":743.319,"body":"it can start to surface."},{"startTime":744.494,"endTime":747.464,"body":"Jonathan's looking for this"},{"startTime":744.494,"endTime":747.464,"body":"at a particular point in"},{"startTime":747.464,"endTime":749.474,"body":"time comes to the store."},{"startTime":749.624,"endTime":753.434,"body":"This is the time that we would wanna"},{"startTime":749.624,"endTime":753.434,"body":"say, can I help you with something?"},{"startTime":753.614,"endTime":757.814,"body":"And so allowing AI to surface that"},{"startTime":753.614,"endTime":757.814,"body":"insight, you are going to uncover"},{"startTime":757.964,"endTime":763.814,"body":"so much powerful and predictive"},{"startTime":757.964,"endTime":763.814,"body":"capabilities than we ever could before."},{"startTime":764.834,"endTime":767.664,"body":"But companies have to embrace this."},{"startTime":767.814,"endTime":770.934,"body":"They have to start centralizing"},{"startTime":767.814,"endTime":770.934,"body":"their data and really start"},{"startTime":770.934,"endTime":772.404,"body":"thinking about their data strategy."},{"startTime":774.474,"endTime":774.804,"body":"Yeah."},{"startTime":774.984,"endTime":780.054,"body":"I think the important lesson, and this"},{"startTime":774.984,"endTime":780.054,"body":"is my thought, is that you have to know"},{"startTime":780.054,"endTime":783.389,"body":"if you don't have a lot of data, then"},{"startTime":780.054,"endTime":783.389,"body":"you have to have a lot of communication."},{"startTime":784.224,"endTime":787.854,"body":"And like often customers will say,"},{"startTime":784.224,"endTime":787.854,"body":"oh, why isn't this button here?"},{"startTime":787.854,"endTime":788.664,"body":"Why isn't this button there?"},{"startTime":788.664,"endTime":789.174,"body":"And I go, oh, okay."},{"startTime":789.174,"endTime":789.984,"body":"We'll add to the header two."},{"startTime":789.984,"endTime":793.044,"body":"And that feedback's really valuable"},{"startTime":789.984,"endTime":793.044,"body":"when you don't have a large number"},{"startTime":793.044,"endTime":794.244,"body":"of customers at a certain point."},{"startTime":794.709,"endTime":796.899,"body":"You have a lot of data or"},{"startTime":794.709,"endTime":796.899,"body":"you need someone else's large"},{"startTime":796.899,"endTime":798.279,"body":"data set of customer behavior."},{"startTime":798.279,"endTime":803.289,"body":"Because what I have seen sometimes"},{"startTime":798.279,"endTime":803.289,"body":"people think, oh, we have 50 data points."},{"startTime":803.289,"endTime":805.659,"body":"I'm like, no, you need like"},{"startTime":803.289,"endTime":805.659,"body":"hundreds of millions of data"},{"startTime":805.659,"endTime":807.819,"body":"points to do predictive analytics."},{"startTime":807.819,"endTime":810.909,"body":"'cause I work with people who do"},{"startTime":807.819,"endTime":810.909,"body":"really large financial modeling."},{"startTime":811.009,"endTime":812.764,"body":"And they're like, oh, we"},{"startTime":811.009,"endTime":812.764,"body":"have 400 million data points."},{"startTime":812.764,"endTime":816.169,"body":"So you can predict six months of"},{"startTime":812.764,"endTime":816.169,"body":"behavior, like four million's a lot."},{"startTime":816.559,"endTime":817.159,"body":"And that's what's."},{"startTime":817.744,"endTime":820.744,"body":"Very critical is that figuring out"},{"startTime":817.744,"endTime":820.744,"body":"where you are on that spectrum."},{"startTime":820.744,"endTime":823.504,"body":"So at first, the customer"},{"startTime":820.744,"endTime":823.504,"body":"data is super important."},{"startTime":823.504,"endTime":827.824,"body":"In the middle, I think you can leverage"},{"startTime":823.504,"endTime":827.824,"body":"other people's data because people"},{"startTime":827.824,"endTime":831.034,"body":"act the same whether they're in one"},{"startTime":827.824,"endTime":831.034,"body":"store in the mall or another, right?"},{"startTime":831.034,"endTime":833.644,"body":"They make the same face or they walk the"},{"startTime":831.034,"endTime":833.644,"body":"same way if they wanna be left alone."},{"startTime":833.644,"endTime":836.434,"body":"So you can use your universal data until"},{"startTime":833.644,"endTime":836.434,"body":"you get to the point where you have"},{"startTime":836.434,"endTime":839.824,"body":"enough of your own data, and that's where"},{"startTime":836.434,"endTime":839.824,"body":"I think AI can become really powerful."},{"startTime":840.304,"endTime":846.124,"body":"And there are some things to be said for"},{"startTime":840.304,"endTime":846.124,"body":"the objectivity of ai, like sometimes."},{"startTime":846.889,"endTime":850.039,"body":"The length of a message is more"},{"startTime":846.889,"endTime":850.039,"body":"important than the content of a message."},{"startTime":850.039,"endTime":853.339,"body":"Like the people that write the longest"},{"startTime":850.039,"endTime":853.339,"body":"messages are the most invested, and"},{"startTime":853.339,"endTime":854.749,"body":"that's something we totally miss."},{"startTime":854.749,"endTime":858.319,"body":"If the person's angry, you go this"},{"startTime":854.749,"endTime":858.319,"body":"person is angry, but they wrote four"},{"startTime":858.319,"endTime":859.939,"body":"paragraphs, which means they care."},{"startTime":860.609,"endTime":861.989,"body":"If they don't care,"},{"startTime":860.609,"endTime":861.989,"body":"they'll write two words."},{"startTime":862.199,"endTime":865.699,"body":"So there are still ways to use"},{"startTime":862.199,"endTime":865.699,"body":"AI to create that experience,"},{"startTime":865.699,"endTime":868.339,"body":"and I think that we're seeing."},{"startTime":868.744,"endTime":870.844,"body":"Definitions of experience change a lot."},{"startTime":870.844,"endTime":873.334,"body":"Like when I watch how my"},{"startTime":870.844,"endTime":873.334,"body":"parents shop versus how I shop"},{"startTime":873.334,"endTime":874.984,"body":"versus my wife versus my kids."},{"startTime":875.404,"endTime":879.639,"body":"My kids cannot understand why non-touch"},{"startTime":875.404,"endTime":879.639,"body":"screens exist they're, until they start"},{"startTime":879.639,"endTime":881.919,"body":"having to take computer class, they're"},{"startTime":879.639,"endTime":881.919,"body":"like, what is the point of a keyboard?"},{"startTime":883.689,"endTime":886.359,"body":"And these different ways"},{"startTime":883.689,"endTime":886.359,"body":"of communicating, right?"},{"startTime":886.359,"endTime":889.479,"body":"And we're seeing now with shifts"},{"startTime":886.359,"endTime":889.479,"body":"in customer experience that like"},{"startTime":890.139,"endTime":894.399,"body":"millennials versus generation X"},{"startTime":890.139,"endTime":894.399,"body":"versus Zoomers versus boomers."},{"startTime":895.029,"endTime":897.729,"body":"I always mix it all up, but everyone"},{"startTime":895.029,"endTime":897.729,"body":"interacts in different ways and wants"},{"startTime":897.729,"endTime":901.419,"body":"a different customer experience is"},{"startTime":897.729,"endTime":901.419,"body":"one of the first places to start."},{"startTime":902.319,"endTime":905.469,"body":"Looking at the kind of age brackets of"},{"startTime":902.319,"endTime":905.469,"body":"your customer, even if you just have"},{"startTime":905.469,"endTime":906.789,"body":"like gross data, you go, I don't know."},{"startTime":906.969,"endTime":910.209,"body":"And did, before you do individualized"},{"startTime":906.969,"endTime":910.209,"body":"experience, you go, let me just do an"},{"startTime":910.209,"endTime":915.219,"body":"experience based on this person's age,"},{"startTime":910.209,"endTime":915.219,"body":"or a few psychographics and start small."},{"startTime":915.219,"endTime":916.269,"body":"Is that still doable?"},{"startTime":918.099,"endTime":923.024,"body":"That's really it's very fascinating"},{"startTime":918.099,"endTime":923.024,"body":"and very powerful, but I'm gonna come"},{"startTime":923.024,"endTime":926.384,"body":"back to that baseline customer journey."},{"startTime":926.819,"endTime":931.769,"body":"And the outcomes that you want the"},{"startTime":926.819,"endTime":931.769,"body":"customers to have, and then starting"},{"startTime":931.769,"endTime":938.079,"body":"to segment the journey by what you're"},{"startTime":931.769,"endTime":938.079,"body":"describing would be amazing to get at."},{"startTime":938.109,"endTime":941.589,"body":"Not only building a better customer"},{"startTime":938.109,"endTime":941.589,"body":"experience, but getting better"},{"startTime":941.589,"endTime":943.239,"body":"data for your organization."},{"startTime":943.509,"endTime":948.249,"body":"Because the people, the younger"},{"startTime":943.509,"endTime":948.249,"body":"generation that does not wanna sit"},{"startTime":948.249,"endTime":951.549,"body":"and type on a keyboard will pull"},{"startTime":948.249,"endTime":951.549,"body":"up their phone and just talk to it."},{"startTime":951.759,"endTime":955.829,"body":"Hopefully the AI is picking up now"},{"startTime":951.759,"endTime":955.829,"body":"their speak and it makes sense."},{"startTime":955.829,"endTime":959.049,"body":"So you don't get a lot of"},{"startTime":955.829,"endTime":959.049,"body":"qualitative data that's nonsensical."},{"startTime":959.349,"endTime":963.279,"body":"But the AI's getting really good"},{"startTime":959.349,"endTime":963.279,"body":"at picking up on that too, right?"},{"startTime":963.879,"endTime":968.499,"body":"But if you going back to only offering"},{"startTime":963.879,"endTime":968.499,"body":"sort of one channel or one cadence"},{"startTime":968.499,"endTime":971.949,"body":"to get feedback, you're gonna be"},{"startTime":968.499,"endTime":971.949,"body":"missing a whole lot of information."},{"startTime":972.249,"endTime":974.489,"body":"So I think you're, you're spot on."},{"startTime":974.489,"endTime":976.409,"body":"Start collecting the feedback."},{"startTime":976.694,"endTime":981.134,"body":"I don't know if it's necessarily by age,"},{"startTime":976.694,"endTime":981.134,"body":"maybe it is by preference of channel."},{"startTime":981.524,"endTime":982.934,"body":"You need to provide feedback."},{"startTime":982.934,"endTime":987.294,"body":"But looking at response rates and looking"},{"startTime":982.934,"endTime":987.294,"body":"at the type of data and information that's"},{"startTime":987.294,"endTime":991.404,"body":"returned through those options allow"},{"startTime":987.294,"endTime":991.404,"body":"you to make better decisions in terms"},{"startTime":991.404,"endTime":993.474,"body":"of how to collect that going forward."},{"startTime":993.794,"endTime":994.364,"body":"So I think."},{"startTime":994.694,"endTime":997.899,"body":"The strategy at the beginning,"},{"startTime":994.694,"endTime":997.899,"body":"you need to have a good baseline"},{"startTime":997.899,"endTime":1000.749,"body":"and a good foundation, but you"},{"startTime":997.899,"endTime":1000.749,"body":"can't just be one and done."},{"startTime":1000.839,"endTime":1004.939,"body":"This isn't our listening"},{"startTime":1000.839,"endTime":1004.939,"body":"strategy in a, in a box, right?"},{"startTime":1004.939,"endTime":1006.769,"body":"It has to be ongoing."},{"startTime":1006.769,"endTime":1011.119,"body":"Someone has to be overseeing"},{"startTime":1006.769,"endTime":1011.119,"body":"the evolution of it, right?"},{"startTime":1011.209,"endTime":1014.029,"body":"Because otherwise you're just"},{"startTime":1011.209,"endTime":1014.029,"body":"gonna get stuck and you're gonna"},{"startTime":1014.029,"endTime":1015.499,"body":"be missing a lot of pieces."},{"startTime":1017.959,"endTime":1019.519,"body":"So I agree with you."},{"startTime":1019.519,"endTime":1021.499,"body":"I think that would be a"},{"startTime":1019.519,"endTime":1021.499,"body":"really good next step."},{"startTime":1021.739,"endTime":1025.609,"body":"It's probably a little bit more"},{"startTime":1021.739,"endTime":1025.609,"body":"advanced than where some organizations"},{"startTime":1025.609,"endTime":1028.969,"body":"are, but it is absolutely, I"},{"startTime":1025.609,"endTime":1028.969,"body":"think, the right direction to go."},{"startTime":1031.549,"endTime":1037.249,"body":"What are the types of tools that, the"},{"startTime":1031.549,"endTime":1037.249,"body":"types of AI tools that can help employees"},{"startTime":1037.249,"endTime":1039.409,"body":"to give more personalized or more."},{"startTime":1040.369,"endTime":1042.409,"body":"Informed or just a better"},{"startTime":1040.369,"endTime":1042.409,"body":"customer experience?"},{"startTime":1042.409,"endTime":1046.149,"body":"What is the starting point or what"},{"startTime":1042.409,"endTime":1046.149,"body":"like features should a company look"},{"startTime":1046.149,"endTime":1048.789,"body":"for in a tool that they're thinking"},{"startTime":1046.149,"endTime":1048.789,"body":"of bringing into their toolkit?"},{"startTime":1049.479,"endTime":1049.749,"body":"Yeah."},{"startTime":1049.749,"endTime":1055.739,"body":"I would tell you one of the things that"},{"startTime":1049.749,"endTime":1055.739,"body":"I've seen and deployed is the ability to"},{"startTime":1055.739,"endTime":1061.154,"body":"leverage data holistically and then start"},{"startTime":1055.739,"endTime":1061.154,"body":"to surface these insights about customers."},{"startTime":1061.454,"endTime":1066.739,"body":"So I'm just gonna go with product"},{"startTime":1061.454,"endTime":1066.739,"body":"usage as one example, right?"},{"startTime":1067.414,"endTime":1072.814,"body":"How your product is consumed and"},{"startTime":1067.414,"endTime":1072.814,"body":"adopted might vary by industry."},{"startTime":1072.814,"endTime":1076.084,"body":"It might vary by maturity of"},{"startTime":1072.814,"endTime":1076.084,"body":"organizations in terms of a"},{"startTime":1076.084,"endTime":1077.734,"body":"process, those kinds of things."},{"startTime":1078.274,"endTime":1084.244,"body":"And once you uncover the expectation"},{"startTime":1078.274,"endTime":1084.244,"body":"of adoption, now you can start to"},{"startTime":1084.244,"endTime":1088.984,"body":"monitor product usage and adoption"},{"startTime":1084.244,"endTime":1088.984,"body":"and start to raise flags that."},{"startTime":1090.009,"endTime":1094.699,"body":"Customers are using your solution in"},{"startTime":1090.009,"endTime":1094.699,"body":"a way that's either effective or not."},{"startTime":1094.819,"endTime":1099.199,"body":"And it's gonna vary by organization"},{"startTime":1094.819,"endTime":1099.199,"body":"based on, again, all of those factors."},{"startTime":1099.649,"endTime":1104.629,"body":"But if you effectively use the data and"},{"startTime":1099.649,"endTime":1104.629,"body":"the AI to uncover those, now you can"},{"startTime":1104.629,"endTime":1108.649,"body":"start to make really smart decisions"},{"startTime":1104.629,"endTime":1108.649,"body":"as an employee in terms of when my"},{"startTime":1108.649,"endTime":1110.779,"body":"customer's ready for new features."},{"startTime":1111.659,"endTime":1113.099,"body":"Are they ready for upsell?"},{"startTime":1113.379,"endTime":1116.229,"body":"They've already consumed 50"},{"startTime":1113.379,"endTime":1116.229,"body":"of the 60 licenses that they"},{"startTime":1116.229,"endTime":1117.549,"body":"purchased two months ago."},{"startTime":1117.549,"endTime":1124.149,"body":"I need to reach out proactively and"},{"startTime":1117.549,"endTime":1124.149,"body":"help them purchase more licenses before."},{"startTime":1124.914,"endTime":1125.724,"body":"They run out."},{"startTime":1125.934,"endTime":1129.984,"body":"And those are the kinds of insights"},{"startTime":1125.934,"endTime":1129.984,"body":"that employees can use to do a"},{"startTime":1129.984,"endTime":1133.614,"body":"better job with customers and"},{"startTime":1129.984,"endTime":1133.614,"body":"be able to provide more value."},{"startTime":1134.004,"endTime":1135.384,"body":"And that's just one example."},{"startTime":1136.014,"endTime":1139.644,"body":"It could be number volume"},{"startTime":1136.014,"endTime":1139.644,"body":"of support tickets, right?"},{"startTime":1139.644,"endTime":1142.584,"body":"When you start to see a spike, is"},{"startTime":1139.644,"endTime":1142.584,"body":"that a good thing or a bad thing?"},{"startTime":1142.584,"endTime":1143.934,"body":"Is it expected?"},{"startTime":1144.804,"endTime":1147.984,"body":"Because in and of itself,"},{"startTime":1144.804,"endTime":1147.984,"body":"volume of support tickets"},{"startTime":1147.984,"endTime":1148.799,"body":"doesn't really tell you much."},{"startTime":1149.829,"endTime":1153.879,"body":"If you look at it in the context of how"},{"startTime":1149.829,"endTime":1153.879,"body":"the customer's getting value from your"},{"startTime":1153.879,"endTime":1156.969,"body":"solution, you can start to piece together."},{"startTime":1157.069,"endTime":1159.019,"body":"When do I need to reach"},{"startTime":1157.069,"endTime":1159.019,"body":"out to the customer?"},{"startTime":1159.019,"endTime":1162.469,"body":"When are they struggling and when are"},{"startTime":1159.019,"endTime":1162.469,"body":"they actually doing what's expected?"},{"startTime":1169.074,"endTime":1175.159,"body":"I think this is really important"},{"startTime":1169.074,"endTime":1175.159,"body":"because we look sometimes at the wrong."},{"startTime":1175.684,"endTime":1178.624,"body":"Number and one of the most"},{"startTime":1175.684,"endTime":1178.624,"body":"important things I think is"},{"startTime":1178.674,"endTime":1180.024,"body":"what are the different issues?"},{"startTime":1180.114,"endTime":1184.854,"body":"So my very first product, this is"},{"startTime":1180.114,"endTime":1184.854,"body":"15 years ago, you could, when you"},{"startTime":1184.854,"endTime":1188.664,"body":"purchased, you could log in once, but"},{"startTime":1184.854,"endTime":1188.664,"body":"you couldn't log in a second time."},{"startTime":1189.354,"endTime":1192.684,"body":"So when I did all the testing, debugging"},{"startTime":1189.354,"endTime":1192.684,"body":"beforehand, you test it, make sure"},{"startTime":1192.684,"endTime":1194.064,"body":"the thing works, you do a login."},{"startTime":1194.844,"endTime":1200.424,"body":"And so 1,760 customers"},{"startTime":1194.844,"endTime":1200.424,"body":"generated 1,760 support tickets."},{"startTime":1201.564,"endTime":1205.314,"body":"And or, but the thing is, once"},{"startTime":1201.564,"endTime":1205.314,"body":"you do one fix, you can then email"},{"startTime":1205.314,"endTime":1206.184,"body":"everyone and say, it's fixed."},{"startTime":1206.184,"endTime":1207.204,"body":"It's fixed for everyone, right?"},{"startTime":1207.474,"endTime":1209.844,"body":"But it's still a massive number."},{"startTime":1209.844,"endTime":1212.274,"body":"And so you can look at it and go, wow,"},{"startTime":1209.844,"endTime":1212.274,"body":"there's a hundred percent complaint rate."},{"startTime":1213.024,"endTime":1215.694,"body":"But once I figured out what was"},{"startTime":1213.024,"endTime":1215.694,"body":"happening, I learned my lesson."},{"startTime":1215.694,"endTime":1216.834,"body":"'cause I never would've thought of that."},{"startTime":1217.374,"endTime":1220.284,"body":"I never thought, log in, log out"},{"startTime":1217.374,"endTime":1220.284,"body":"and see if you can log in again."},{"startTime":1220.284,"endTime":1223.554,"body":"Now I do when I create something, I"},{"startTime":1220.284,"endTime":1223.554,"body":"test for that too, but I learn my lesson"},{"startTime":1223.554,"endTime":1229.374,"body":"and we can sometimes get distracted by"},{"startTime":1223.554,"endTime":1229.374,"body":"the wrong variable or the wrong element"},{"startTime":1230.004,"endTime":1233.364,"body":"of, oh, there's a bunch of support"},{"startTime":1230.004,"endTime":1233.364,"body":"tickets and it is important to look at."},{"startTime":1233.454,"endTime":1234.594,"body":"Are they all about the same thing?"},{"startTime":1234.654,"endTime":1235.974,"body":"Is this universal fix?"},{"startTime":1235.974,"endTime":1236.724,"body":"What's causing it?"},{"startTime":1236.724,"endTime":1240.754,"body":"And certainly, I've been building a lot"},{"startTime":1236.724,"endTime":1240.754,"body":"of software lately and getting a lot."},{"startTime":1241.369,"endTime":1242.539,"body":"Of customer support tickets."},{"startTime":1242.539,"endTime":1245.419,"body":"Every time there's the tiniest issue,"},{"startTime":1242.539,"endTime":1245.419,"body":"I have to go and fix it, which is fine"},{"startTime":1246.049,"endTime":1247.669,"body":"and it's certainly helped me modify it."},{"startTime":1247.699,"endTime":1250.369,"body":"But I do think that a lot of."},{"startTime":1250.819,"endTime":1255.799,"body":"Times we start to think of the"},{"startTime":1250.819,"endTime":1255.799,"body":"customer journey as our own journey."},{"startTime":1256.339,"endTime":1259.099,"body":"This is something that I've had to"},{"startTime":1256.339,"endTime":1259.099,"body":"learn over the years, which is that my"},{"startTime":1259.099,"endTime":1260.659,"body":"customers don't act the same way I do."},{"startTime":1260.689,"endTime":1262.009,"body":"This is a talk I have"},{"startTime":1260.689,"endTime":1262.009,"body":"with a lot of people."},{"startTime":1262.009,"endTime":1262.699,"body":"They go, I don't do that."},{"startTime":1262.699,"endTime":1263.839,"body":"I'm like, yeah, but"},{"startTime":1262.699,"endTime":1263.839,"body":"you're not your customer."},{"startTime":1263.839,"endTime":1269.149,"body":"A large number of my customers,"},{"startTime":1263.839,"endTime":1269.149,"body":"for example, will buy the digital"},{"startTime":1269.209,"endTime":1272.269,"body":"and audio book version of the same"},{"startTime":1269.209,"endTime":1272.269,"body":"book and they'll read some at home"},{"startTime":1272.269,"endTime":1273.349,"body":"and they'll listen some in the car."},{"startTime":1273.349,"endTime":1275.509,"body":"Then they'll read some more"},{"startTime":1273.349,"endTime":1275.509,"body":"later, and maybe you do this."},{"startTime":1275.509,"endTime":1277.099,"body":"Like I don't, I've never done this."},{"startTime":1277.629,"endTime":1280.389,"body":"But 'cause it's very hard for me"},{"startTime":1277.629,"endTime":1280.389,"body":"'cause the audio book's so much"},{"startTime":1280.389,"endTime":1281.379,"body":"slower than the written book."},{"startTime":1281.409,"endTime":1281.709,"body":"Yes."},{"startTime":1281.739,"endTime":1285.669,"body":"But tons, like 40% of the"},{"startTime":1281.739,"endTime":1285.669,"body":"readers of my books do this."},{"startTime":1285.669,"endTime":1286.749,"body":"It's a huge percentage."},{"startTime":1287.469,"endTime":1291.579,"body":"And I had to learn, 'cause I was like,"},{"startTime":1287.469,"endTime":1291.579,"body":"I'm always like telling people, get"},{"startTime":1291.579,"endTime":1292.869,"body":"out the audio book as fast as you can."},{"startTime":1292.869,"endTime":1295.329,"body":"You'll be amazed how much"},{"startTime":1292.869,"endTime":1295.329,"body":"bigger audio books are than"},{"startTime":1295.449,"endTime":1296.589,"body":"the other format these days."},{"startTime":1296.589,"endTime":1299.529,"body":"And the way people engage"},{"startTime":1296.589,"endTime":1299.529,"body":"and people will surprise you."},{"startTime":1300.069,"endTime":1305.079,"body":"And I think that there's this maybe it's"},{"startTime":1300.069,"endTime":1305.079,"body":"POV bias where we start to think I don't"},{"startTime":1305.079,"endTime":1306.909,"body":"do that to, my customers won't do that."},{"startTime":1307.269,"endTime":1310.299,"body":"How can companies maybe break"},{"startTime":1307.269,"endTime":1310.299,"body":"outta that and say our customers."},{"startTime":1310.779,"endTime":1311.709,"body":"Act differently than us."},{"startTime":1311.709,"endTime":1313.859,"body":"And one of the things I, he is"},{"startTime":1311.709,"endTime":1313.859,"body":"you don't, your customers don't"},{"startTime":1313.859,"endTime":1315.359,"body":"have the same expertise you do."},{"startTime":1315.359,"endTime":1317.459,"body":"They don't understand the logic."},{"startTime":1317.459,"endTime":1320.429,"body":"And you can certainly see this you look at"},{"startTime":1317.459,"endTime":1320.429,"body":"the experience of chat GPT, it's terrible."},{"startTime":1320.429,"endTime":1321.359,"body":"It's a blank page."},{"startTime":1321.509,"endTime":1323.759,"body":"It's the worst customer experience"},{"startTime":1321.509,"endTime":1323.759,"body":"you could possibly have."},{"startTime":1323.764,"endTime":1325.089,"body":"And that's the template for ai."},{"startTime":1325.569,"endTime":1331.539,"body":"So how can we maybe use AI to get out of"},{"startTime":1325.569,"endTime":1331.539,"body":"our own heads and start to think about"},{"startTime":1331.689,"endTime":1333.429,"body":"how our customers are different than us?"},{"startTime":1333.429,"endTime":1335.319,"body":"And to start to see what they"},{"startTime":1333.429,"endTime":1335.319,"body":"like and don't like and what"},{"startTime":1335.319,"endTime":1336.219,"body":"they want and don't want."},{"startTime":1337.284,"endTime":1341.714,"body":"So it's really interesting that"},{"startTime":1337.284,"endTime":1341.714,"body":"you brought that up because it"},{"startTime":1341.804,"endTime":1343.694,"body":"leads me to this story that I have."},{"startTime":1343.694,"endTime":1348.334,"body":"I worked with a customer that has a"},{"startTime":1343.694,"endTime":1348.334,"body":"financial modeling software solution,"},{"startTime":1348.334,"endTime":1350.104,"body":"and it's really powerful and it's big."},{"startTime":1350.294,"endTime":1354.414,"body":"They have lot of thousands hundreds"},{"startTime":1350.294,"endTime":1354.414,"body":"of thousands of customers and, the"},{"startTime":1354.414,"endTime":1360.684,"body":"assumptions that are made by the"},{"startTime":1354.414,"endTime":1360.684,"body":"organization in terms of what will"},{"startTime":1360.684,"endTime":1366.574,"body":"make the customer more successful,"},{"startTime":1360.684,"endTime":1366.574,"body":"to your point, the mindset of this"},{"startTime":1366.574,"endTime":1369.684,"body":"makes sense to me because it don't"},{"startTime":1366.574,"endTime":1369.684,"body":"make sense to our customers 'cause"},{"startTime":1369.684,"endTime":1374.194,"body":"it makes sense to me, which is the"},{"startTime":1369.684,"endTime":1374.194,"body":"more training we give, the more"},{"startTime":1374.194,"endTime":1375.814,"body":"successful they'll be with our product."},{"startTime":1376.804,"endTime":1378.874,"body":"And so this company invested."},{"startTime":1379.564,"endTime":1388.174,"body":"In spinning up a full team, lots of FTEs,"},{"startTime":1379.564,"endTime":1388.174,"body":"creating this mastery kind of library of"},{"startTime":1388.174,"endTime":1393.714,"body":"training with four levels and decided,"},{"startTime":1388.174,"endTime":1393.714,"body":"the more time they spent getting their"},{"startTime":1393.714,"endTime":1397.704,"body":"customers through all of this mastery"},{"startTime":1393.714,"endTime":1397.704,"body":"training, the more successful their"},{"startTime":1397.704,"endTime":1403.974,"body":"customers would be at the end of the day"},{"startTime":1397.704,"endTime":1403.974,"body":"when the data was actually looked at."},{"startTime":1403.974,"endTime":1406.944,"body":"And some AI was used to"},{"startTime":1403.974,"endTime":1406.944,"body":"do some linkage work."},{"startTime":1408.084,"endTime":1416.114,"body":"Only the level one training had any"},{"startTime":1408.084,"endTime":1416.114,"body":"bearing and validity to the usage and the"},{"startTime":1416.114,"endTime":1418.244,"body":"success of the customer with that product."},{"startTime":1418.874,"endTime":1421.964,"body":"And so they were spending all this"},{"startTime":1418.874,"endTime":1421.964,"body":"time getting customers through"},{"startTime":1421.964,"endTime":1426.824,"body":"four levels of mastery training and"},{"startTime":1421.964,"endTime":1426.824,"body":"their long tail of customers, right?"},{"startTime":1426.824,"endTime":1428.114,"body":"A hundred thousand customers."},{"startTime":1428.534,"endTime":1430.664,"body":"They weren't even worried"},{"startTime":1428.534,"endTime":1430.664,"body":"about going through level one."},{"startTime":1430.944,"endTime":1434.424,"body":"Level one was the most important"},{"startTime":1430.944,"endTime":1434.424,"body":"level for any customer."},{"startTime":1434.724,"endTime":1437.844,"body":"So here their long tail had"},{"startTime":1434.724,"endTime":1437.844,"body":"started to churn, right?"},{"startTime":1437.844,"endTime":1439.014,"body":"They had an increased churn."},{"startTime":1439.354,"endTime":1443.404,"body":"And all they really had to do was"},{"startTime":1439.354,"endTime":1443.404,"body":"sit down and focus on that customer"},{"startTime":1443.404,"endTime":1448.894,"body":"experience and look at the data before"},{"startTime":1443.404,"endTime":1448.894,"body":"making that assumption that more training"},{"startTime":1448.899,"endTime":1450.689,"body":"is just getting, better outcomes."},{"startTime":1451.934,"endTime":1455.054,"body":"So it's pretty powerful when you"},{"startTime":1451.934,"endTime":1455.054,"body":"think about the decisions that are"},{"startTime":1455.054,"endTime":1458.864,"body":"made based on assumptions, and you"},{"startTime":1455.054,"endTime":1458.864,"body":"spend all this money and effort."},{"startTime":1459.374,"endTime":1461.594,"body":"At the end of the day, only a"},{"startTime":1459.374,"endTime":1461.594,"body":"portion of it really matters."},{"startTime":1463.664,"endTime":1464.954,"body":"Yeah, I think that."},{"startTime":1465.854,"endTime":1468.494,"body":"I've seen this happen so many times"},{"startTime":1465.854,"endTime":1468.494,"body":"with people creating their first"},{"startTime":1468.494,"endTime":1470.294,"body":"product, they go longer is better."},{"startTime":1470.444,"endTime":1473.414,"body":"And so they'll say, I want this"},{"startTime":1470.444,"endTime":1473.414,"body":"course to be like 75 hours."},{"startTime":1473.414,"endTime":1473.894,"body":"And I go, great."},{"startTime":1473.894,"endTime":1475.664,"body":"I'm actually releasing"},{"startTime":1473.894,"endTime":1475.664,"body":"a new 75 hour course."},{"startTime":1475.664,"endTime":1476.294,"body":"Do you wanna buy it?"},{"startTime":1476.294,"endTime":1477.194,"body":"And they go, we're too busy."},{"startTime":1477.194,"endTime":1478.514,"body":"And I go, so are your customers?"},{"startTime":1478.754,"endTime":1478.964,"body":"Yes."},{"startTime":1479.144,"endTime":1481.484,"body":"And it's this thing we"},{"startTime":1479.144,"endTime":1481.484,"body":"do when we're author."},{"startTime":1481.484,"endTime":1483.704,"body":"When you're creating your first book"},{"startTime":1481.484,"endTime":1483.704,"body":"or your first product, your first"},{"startTime":1483.704,"endTime":1485.714,"body":"deliverable, you always go too big."},{"startTime":1486.134,"endTime":1488.954,"body":"Because you start to think quantity"},{"startTime":1486.134,"endTime":1488.954,"body":"is the most valuable thing."},{"startTime":1490.244,"endTime":1493.394,"body":"I, as I've become more successful,"},{"startTime":1490.244,"endTime":1493.394,"body":"my, and I have five kids, my"},{"startTime":1493.394,"endTime":1494.924,"body":"time is more and more precious."},{"startTime":1495.014,"endTime":1498.404,"body":"So I, if I can learn or get it done in"},{"startTime":1495.014,"endTime":1498.404,"body":"less time, and as you were telling that"},{"startTime":1498.404,"endTime":1501.884,"body":"story, I was just thinking like, how"},{"startTime":1498.404,"endTime":1501.884,"body":"many people, and this is obviously aging"},{"startTime":1501.884,"endTime":1505.184,"body":"myself, never read the VCR instructions."},{"startTime":1505.184,"endTime":1506.324,"body":"It was always flashing 12."},{"startTime":1506.324,"endTime":1507.854,"body":"Maybe you learned to"},{"startTime":1506.324,"endTime":1507.854,"body":"set the time on it once."},{"startTime":1508.064,"endTime":1509.594,"body":"I was like 20, 30 years ago."},{"startTime":1509.594,"endTime":1511.604,"body":"But it even back then, right?"},{"startTime":1511.604,"endTime":1514.304,"body":"The instructions were probably"},{"startTime":1511.604,"endTime":1514.304,"body":"perfect, but no one ever looks."},{"startTime":1515.294,"endTime":1516.884,"body":"And that's the problem with training."},{"startTime":1517.004,"endTime":1520.764,"body":"And I think about this, I actually have"},{"startTime":1517.004,"endTime":1520.764,"body":"this new thing I do whenever I play"},{"startTime":1520.764,"endTime":1524.184,"body":"a demo of a video game is I start a"},{"startTime":1520.764,"endTime":1524.184,"body":"timer between when I click start and"},{"startTime":1524.184,"endTime":1525.654,"body":"how long until I'm doing something."},{"startTime":1526.384,"endTime":1528.354,"body":"Because some games, it's three minutes."},{"startTime":1528.444,"endTime":1532.494,"body":"I was trying to play this game"},{"startTime":1528.444,"endTime":1532.494,"body":"earlier today and they started."},{"startTime":1533.334,"endTime":1536.064,"body":"Like the main character's"},{"startTime":1533.334,"endTime":1536.064,"body":"blind, so it's a blank screen."},{"startTime":1536.424,"endTime":1537.264,"body":"And I'm like, okay."},{"startTime":1537.474,"endTime":1537.834,"body":"Oh wow."},{"startTime":1537.894,"endTime":1540.424,"body":"And they're talking in"},{"startTime":1537.894,"endTime":1540.424,"body":"German without sub titles."},{"startTime":1540.444,"endTime":1543.084,"body":"I'm like, okay, no, this"},{"startTime":1540.444,"endTime":1543.084,"body":"is not, this is too much."},{"startTime":1543.444,"endTime":1544.674,"body":"Like I'm not gonna sit through."},{"startTime":1544.674,"endTime":1546.924,"body":"I sat through 10 seconds of it and then"},{"startTime":1544.674,"endTime":1546.924,"body":"I was like, all right, I'm outta here."},{"startTime":1546.924,"endTime":1550.794,"body":"You lost a customer and it's the"},{"startTime":1546.924,"endTime":1550.794,"body":"thing of being too clever, which"},{"startTime":1550.794,"endTime":1552.084,"body":"you can sometimes fall into."},{"startTime":1552.084,"endTime":1557.424,"body":"And that's it all comes back to, it's like"},{"startTime":1552.084,"endTime":1557.424,"body":"you can have bad ideas, it's gonna happen."},{"startTime":1557.424,"endTime":1558.954,"body":"I've certainly had"},{"startTime":1557.424,"endTime":1558.954,"body":"plenty, but if you're not."},{"startTime":1559.989,"endTime":1561.939,"body":"Checking and adapting to the behavior."},{"startTime":1562.569,"endTime":1566.319,"body":"And this is one of the things, another"},{"startTime":1562.569,"endTime":1566.319,"body":"lesson I've learned with a lot of"},{"startTime":1566.369,"endTime":1568.079,"body":"sales webinars and training webinars."},{"startTime":1568.079,"endTime":1569.429,"body":"That's how I do a lot of my business."},{"startTime":1569.429,"endTime":1573.209,"body":"It's that you can often just delete"},{"startTime":1569.429,"endTime":1573.209,"body":"the first 20 minutes of your hour"},{"startTime":1573.209,"endTime":1575.219,"body":"presentation and the numbers don't change."},{"startTime":1575.819,"endTime":1579.959,"body":"So once you start having a baseline,"},{"startTime":1575.819,"endTime":1579.959,"body":"be willing to test different"},{"startTime":1579.959,"endTime":1584.069,"body":"ideas, be willing to test different"},{"startTime":1579.959,"endTime":1584.069,"body":"experiences, and people will tell you."},{"startTime":1585.989,"endTime":1588.509,"body":"Something like customers will"},{"startTime":1585.989,"endTime":1588.509,"body":"often say, oh, we want more"},{"startTime":1588.509,"endTime":1589.379,"body":"training, we want more of this."},{"startTime":1589.379,"endTime":1591.089,"body":"And I'm like, yeah, but the"},{"startTime":1589.379,"endTime":1591.089,"body":"numbers don't match that."},{"startTime":1591.139,"endTime":1596.419,"body":"So I've had to learn to give based on"},{"startTime":1591.139,"endTime":1596.419,"body":"data, not just based on my opinion that,"},{"startTime":1596.419,"endTime":1599.479,"body":"oh, if I do more, the training has to"},{"startTime":1596.419,"endTime":1599.479,"body":"be this many minutes longer than that."},{"startTime":1599.479,"endTime":1601.579,"body":"Sales decrease if you"},{"startTime":1599.479,"endTime":1601.579,"body":"give people too much."},{"startTime":1601.579,"endTime":1604.819,"body":"'cause what you can do is if you"},{"startTime":1601.579,"endTime":1604.819,"body":"give too much on the free side, they"},{"startTime":1604.819,"endTime":1606.829,"body":"go, oh, I need to go through this"},{"startTime":1604.819,"endTime":1606.829,"body":"before I make the buying decision."},{"startTime":1606.829,"endTime":1608.839,"body":"And you actually lose your"},{"startTime":1606.829,"endTime":1608.839,"body":"customers 'cause you, they punish"},{"startTime":1608.839,"endTime":1610.279,"body":"you for giving you too much value."},{"startTime":1610.279,"endTime":1613.009,"body":"And so being data driven"},{"startTime":1610.279,"endTime":1613.009,"body":"is really important."},{"startTime":1613.009,"endTime":1613.609,"body":"I think that."},{"startTime":1614.569,"endTime":1619.819,"body":"It's really important, especially now"},{"startTime":1614.569,"endTime":1619.819,"body":"for companies to be like cautiously"},{"startTime":1619.819,"endTime":1624.259,"body":"optimistic to use their data to provide"},{"startTime":1619.819,"endTime":1624.259,"body":"a better customer experience, but not"},{"startTime":1624.259,"endTime":1628.309,"body":"to, like you demonstrated there with"},{"startTime":1624.259,"endTime":1628.309,"body":"that story go too far down a rabbit hole"},{"startTime":1628.309,"endTime":1630.049,"body":"without double checking their assumptions."},{"startTime":1630.529,"endTime":1634.999,"body":"Because sometimes we correlate to"},{"startTime":1630.529,"endTime":1634.999,"body":"data points that aren't related."},{"startTime":1635.054,"endTime":1635.474,"body":"And that can."},{"startTime":1636.269,"endTime":1637.049,"body":"Happen all the time."},{"startTime":1637.049,"endTime":1639.989,"body":"So I think this is really valuable"},{"startTime":1637.049,"endTime":1639.989,"body":"and this is really helpful."},{"startTime":1639.989,"endTime":1642.929,"body":"Thank you so much for so giving us so"},{"startTime":1639.989,"endTime":1642.929,"body":"much of your time, Mary, for people who"},{"startTime":1642.929,"endTime":1646.079,"body":"are interested in kind of what you do"},{"startTime":1642.929,"endTime":1646.079,"body":"and how you help companies to improve"},{"startTime":1646.589,"endTime":1649.379,"body":"their customer experience and come"},{"startTime":1646.589,"endTime":1649.379,"body":"in strategically from the outside and"},{"startTime":1649.679,"endTime":1652.919,"body":"sometimes that's so important to just"},{"startTime":1649.679,"endTime":1652.919,"body":"have someone else look at it because"},{"startTime":1652.919,"endTime":1656.969,"body":"if it's your baby or your passion"},{"startTime":1652.919,"endTime":1656.969,"body":"project, it's very hard for you to"},{"startTime":1657.509,"endTime":1658.979,"body":"look at it as objectively as needed."},{"startTime":1658.979,"endTime":1661.529,"body":"So tell people a little about what"},{"startTime":1658.979,"endTime":1661.529,"body":"you do and how kinda people can"},{"startTime":1661.529,"endTime":1663.359,"body":"find out all the amazing things"},{"startTime":1661.529,"endTime":1663.359,"body":"and where they can find you online."},{"startTime":1663.989,"endTime":1667.809,"body":"Yeah, you can find me on LinkedIn"},{"startTime":1663.989,"endTime":1667.809,"body":"under Mary Poppen, and that's"},{"startTime":1667.809,"endTime":1669.399,"body":"a great way to connect with me."},{"startTime":1669.789,"endTime":1674.269,"body":"I have spent I'm also aging"},{"startTime":1669.789,"endTime":1674.269,"body":"myself at over two decades in"},{"startTime":1674.459,"endTime":1676.619,"body":"the B2B SaaS technology space."},{"startTime":1676.619,"endTime":1680.469,"body":"Mostly focused on customer"},{"startTime":1676.619,"endTime":1680.469,"body":"experience and HR technology."},{"startTime":1680.709,"endTime":1684.309,"body":"But I have, being in HR tech,"},{"startTime":1680.709,"endTime":1684.309,"body":"I've seen the linkage between."},{"startTime":1684.924,"endTime":1689.514,"body":"The employee experience and the customer"},{"startTime":1684.924,"endTime":1689.514,"body":"experience and how much overlap there is"},{"startTime":1689.514,"endTime":1694.864,"body":"between the programs that you can roll out"},{"startTime":1689.514,"endTime":1694.864,"body":"to really impact the organization along"},{"startTime":1694.864,"endTime":1696.874,"body":"with your customers and your employees."},{"startTime":1696.954,"endTime":1701.614,"body":"There's just so much powerful"},{"startTime":1696.954,"endTime":1701.614,"body":"data and insights and now AI"},{"startTime":1701.734,"endTime":1704.044,"body":"technology that can be incorporated."},{"startTime":1704.044,"endTime":1708.474,"body":"And that's what my organization now is"},{"startTime":1704.044,"endTime":1708.474,"body":"really focused on is looking at your"},{"startTime":1708.474,"endTime":1710.574,"body":"employee experience, customer experience."},{"startTime":1710.574,"endTime":1714.244,"body":"How can we, bring these things together,"},{"startTime":1710.574,"endTime":1714.244,"body":"create more efficiency, but create"},{"startTime":1714.244,"endTime":1715.894,"body":"a better experience really for both."},{"startTime":1721.114,"endTime":1721.924,"body":"That's amazing."},{"startTime":1721.924,"endTime":1724.324,"body":"So for everyone out there who's thinking"},{"startTime":1721.924,"endTime":1724.324,"body":"about how to give their customers a"},{"startTime":1724.324,"endTime":1726.304,"body":"better experience, Mary is amazing."},{"startTime":1726.304,"endTime":1727.654,"body":"I'm so glad you came on the show today."},{"startTime":1727.954,"endTime":1730.474,"body":"Thank you for being here for"},{"startTime":1727.954,"endTime":1730.474,"body":"an amazing episode of the"},{"startTime":1730.474,"endTime":1732.364,"body":"Artificial Intelligence Podcast."},{"startTime":1732.724,"endTime":1733.324,"body":"Thank you."},{"startTime":1736.735,"endTime":1738.805,"body":"Thank you for listening to"},{"startTime":1736.735,"endTime":1738.805,"body":"this week's episode of the"},{"startTime":1738.805,"endTime":1740.455,"body":"Artificial Intelligence Podcast."},{"startTime":1740.455,"endTime":1743.485,"body":"Make sure to subscribe so you"},{"startTime":1740.455,"endTime":1743.485,"body":"never miss another episode."},{"startTime":1743.515,"endTime":1746.425,"body":"We'll be back next Monday with"},{"startTime":1743.515,"endTime":1746.425,"body":"more tips and strategies on how to"},{"startTime":1746.425,"endTime":1749.455,"body":"leverage AI to grow your business"},{"startTime":1746.425,"endTime":1749.455,"body":"and achieve better results."},{"startTime":1749.545,"endTime":1752.635,"body":"In the meantime, if you're curious"},{"startTime":1749.545,"endTime":1752.635,"body":"about how AI can boost your"},{"startTime":1752.635,"endTime":1755.97,"body":"business' revenue, head over to"},{"startTime":1752.635,"endTime":1755.97,"body":"artificial intelligence pod.com."},{"startTime":1756.55,"endTime":1760.6,"body":"Slash calculator, use our AI revenue"},{"startTime":1756.55,"endTime":1760.6,"body":"calculator to discover the potential"},{"startTime":1760.6,"endTime":1763.06,"body":"impact AI can have on your bottom line."},{"startTime":1763.06,"endTime":1765.76,"body":"It's quick, easy, and"},{"startTime":1763.06,"endTime":1765.76,"body":"might just change the way."},{"startTime":1766.0,"endTime":1767.95,"body":"Think about your business"},{"startTime":1766.0,"endTime":1767.95,"body":"while you're there."},{"startTime":1768.07,"endTime":1769.51,"body":"Catch up on past episodes."},{"startTime":1769.51,"endTime":1771.91,"body":"Leave a review and check out our socials."}]}