1 00:00:00,119 --> 00:00:02,352 You're not doing something enables a business problem 2 00:00:02,352 --> 00:00:03,868 to be solved and the work to be 3 00:00:03,868 --> 00:00:05,622 grown as a company meaning residue. 4 00:00:06,180 --> 00:00:08,174 The the technology is not worth it, but 5 00:00:08,174 --> 00:00:09,052 don't you have a discussion. 6 00:00:10,981 --> 00:00:11,720 Welcome to 7 00:00:12,178 --> 00:00:14,172 I'm your host, Peter High. My guest today 8 00:00:14,172 --> 00:00:16,940 is Mike Clifton. Mike's the c chief Executive 9 00:00:17,376 --> 00:00:17,615 of, 10 00:00:18,489 --> 00:00:21,587 a global customer experience leader with more than 11 00:00:21,587 --> 00:00:23,970 90000 employees and nearly 2 and a half 12 00:00:23,970 --> 00:00:25,241 billion dollars in annual revenue. 13 00:00:25,813 --> 00:00:28,461 He became c Ceo along with Max Sc 14 00:00:28,757 --> 00:00:30,667 on May 2 of 20 24. 15 00:00:31,144 --> 00:00:32,838 Prior to that role, Mike Woo 16 00:00:33,149 --> 00:00:35,467 chief growth and transformation officer for nearly year 17 00:00:35,467 --> 00:00:37,145 and a half, and he joined Laura, in 18 00:00:37,305 --> 00:00:39,323 November of 20 21 as the company's chief 19 00:00:39,383 --> 00:00:41,061 information and digital officer. 20 00:00:41,700 --> 00:00:44,354 He's been a Cio or Cto, companies like 21 00:00:44,515 --> 00:00:46,695 Cognizant or he led technology 22 00:00:47,155 --> 00:00:49,728 transformation strategy and innovation as well. The Federal 23 00:00:49,887 --> 00:00:51,880 Home loan Bank of Boston where you at 24 00:00:51,880 --> 00:00:54,192 operations in addition to the Cio role and 25 00:00:54,192 --> 00:00:56,583 at the Hanover Insurance group. I look forward 26 00:00:56,583 --> 00:00:58,990 to hearing more about his past experiences and 27 00:00:58,990 --> 00:01:00,664 how they've culminated in his taking on the 28 00:01:00,743 --> 00:01:02,657 C Ceo role of Or, the world tech 29 00:01:02,657 --> 00:01:04,889 and digital are playing at the company, his 30 00:01:04,889 --> 00:01:07,293 view into innovation in the in the customer 31 00:01:07,293 --> 00:01:10,078 experience space and more. Mike, welcome back to. 32 00:01:10,237 --> 00:01:11,271 Great to speak with you today. 33 00:01:12,146 --> 00:01:12,783 Thank you, Peter. 34 00:01:13,594 --> 00:01:15,609 Really appreciate having me back again. So. 35 00:01:16,066 --> 00:01:18,140 It's a pleasure. It's ARA real pleasure, especially 36 00:01:18,140 --> 00:01:18,858 in light of this 37 00:01:20,054 --> 00:01:20,613 promotion of doors. 38 00:01:21,410 --> 00:01:23,578 Congratulations on on, achieving the the ceo. 39 00:01:24,371 --> 00:01:25,561 Had a great comment like, Laura. 40 00:01:26,117 --> 00:01:27,862 Oh, thanks so thanks so much. Yeah. Y. 41 00:01:28,100 --> 00:01:28,894 I'm sure you 42 00:01:29,687 --> 00:01:31,194 you might not get a lot of a 43 00:01:31,194 --> 00:01:31,805 a, techno 44 00:01:32,321 --> 00:01:35,286 Cios that jump into being c c Ceos 45 00:01:35,343 --> 00:01:37,967 of of business process or business company, So 46 00:01:38,126 --> 00:01:39,636 I'm sure we break a conversation. 47 00:01:40,529 --> 00:01:42,207 I'm looking forward to it for that among 48 00:01:42,207 --> 00:01:43,725 other reasons. Well, then let's kick in for 49 00:01:43,725 --> 00:01:45,164 those who may be less familiar with it 50 00:01:45,164 --> 00:01:47,322 with an overview from you on Caloric business. 51 00:01:48,121 --> 00:01:50,214 When when we start there. So work as 52 00:01:50,214 --> 00:01:52,951 a global company. We've got centers 53 00:01:53,570 --> 00:01:56,787 you know, a... Most of the mainland and 54 00:01:57,486 --> 00:01:58,865 regions of Philippines 55 00:01:59,179 --> 00:02:01,590 you know, a lot in Em, of significant 56 00:02:01,648 --> 00:02:03,957 amount of traction in Latin America Us is 57 00:02:03,957 --> 00:02:05,788 obviously, a genesis of the business 25 years 58 00:02:05,788 --> 00:02:07,540 ago. We were now at 20 fifth birthday. 59 00:02:07,873 --> 00:02:09,539 So it's a celebratory year for us. 60 00:02:10,649 --> 00:02:12,631 And in Canada. So we grown quite a 61 00:02:12,631 --> 00:02:15,699 bit. Our core focus as a company is 62 00:02:15,898 --> 00:02:18,357 obviously, you started with Cx, we are a 63 00:02:18,357 --> 00:02:21,133 customer experience company and all things customer experience, 64 00:02:21,609 --> 00:02:22,323 whether that's 65 00:02:22,894 --> 00:02:25,204 taking a transaction or discussion with a end 66 00:02:25,204 --> 00:02:28,072 client of our clients in Rev gen or 67 00:02:28,072 --> 00:02:30,223 things like sales, all the way from companies, 68 00:02:30,382 --> 00:02:32,549 the largest ones in the world selling great 69 00:02:32,549 --> 00:02:33,666 technical products to, 70 00:02:34,384 --> 00:02:36,777 financial instruments to or filling a, 71 00:02:37,575 --> 00:02:38,772 subscription order or 72 00:02:39,250 --> 00:02:42,062 food service delivery. So we've got a varying 73 00:02:42,062 --> 00:02:43,500 degree of number of customers that do that. 74 00:02:44,220 --> 00:02:46,537 We we bridge those 2 things from a 75 00:02:46,537 --> 00:02:48,855 customer experience in into technology quite a bit 76 00:02:48,855 --> 00:02:50,704 in terms of we deliver that service in 77 00:02:50,704 --> 00:02:52,058 the world class way that we do it, 78 00:02:52,615 --> 00:02:55,005 on that can span from just the experience 79 00:02:55,005 --> 00:02:56,997 and how to handle clients in multi channel 80 00:02:56,997 --> 00:02:58,532 ways all the way up to 81 00:02:58,924 --> 00:03:01,238 do we think about deflect those calls and 82 00:03:01,238 --> 00:03:04,611 interacting with sales water systems and fulfilling sales 83 00:03:04,669 --> 00:03:06,919 enable for clients? So we've got up a 84 00:03:06,919 --> 00:03:09,074 spectrum that we we move forward to. We 85 00:03:09,074 --> 00:03:11,069 are not a core back office Bp. 86 00:03:12,107 --> 00:03:14,102 We spend our time in the middle, and 87 00:03:14,102 --> 00:03:16,900 in the front. So we distinguish ourselves by 88 00:03:16,979 --> 00:03:18,328 I mean, world class with the people we've 89 00:03:18,328 --> 00:03:21,103 got being able to handle high complex transactions 90 00:03:21,103 --> 00:03:23,819 by having that interaction with those clients people 91 00:03:23,819 --> 00:03:25,099 technically assisted as well as 92 00:03:25,819 --> 00:03:25,900 let. 93 00:03:27,020 --> 00:03:29,020 There aren't a lot of companies that have 94 00:03:29,020 --> 00:03:31,520 the c Ceo model. There are some major 95 00:03:31,990 --> 00:03:34,051 ones that have, like Google and Netflix come 96 00:03:34,051 --> 00:03:36,032 to mind. But the vast majority of companies 97 00:03:36,032 --> 00:03:37,855 at your scale especially have a single chief 98 00:03:37,855 --> 00:03:38,648 executive officer. 99 00:03:39,377 --> 00:03:41,525 What's your role entail and and how is 100 00:03:41,525 --> 00:03:43,275 it different from the role with the same 101 00:03:43,275 --> 00:03:44,889 title that Max Sc 102 00:03:45,343 --> 00:03:45,502 has? 103 00:03:46,234 --> 00:03:48,170 I I think we get stuck in models 104 00:03:48,228 --> 00:03:50,802 quite a bit. And models tend to breathe 105 00:03:50,940 --> 00:03:53,173 consistency and I actually think now is the 106 00:03:53,173 --> 00:03:55,486 timing of industry where you break consistency. And 107 00:03:55,486 --> 00:03:55,986 so 108 00:03:56,298 --> 00:03:58,206 we we decided to break it and follow 109 00:03:58,206 --> 00:03:59,796 a couple of the early leaders, and I 110 00:03:59,796 --> 00:04:01,704 think you're gonna see more of this trail 111 00:04:01,704 --> 00:04:02,102 behind us. 112 00:04:02,818 --> 00:04:06,200 In our space it's highly complex. It's also 113 00:04:06,577 --> 00:04:08,034 going through a massive 114 00:04:08,571 --> 00:04:08,731 transformation, 115 00:04:09,608 --> 00:04:12,240 being able to attack that in multi dimensional 116 00:04:12,240 --> 00:04:14,969 ways, is hard for a single person. Usually, 117 00:04:15,129 --> 00:04:16,569 you're hiring a strategist, 118 00:04:17,050 --> 00:04:19,689 and that strategist is laying that vision and 119 00:04:19,689 --> 00:04:22,970 then underneath them are folks that enable that 120 00:04:22,970 --> 00:04:23,129 outcome. 121 00:04:23,784 --> 00:04:25,562 What we decided to do was put 122 00:04:26,339 --> 00:04:27,536 literally 2 big brains, 123 00:04:28,734 --> 00:04:30,171 minds a little bit larger than Max, 124 00:04:30,730 --> 00:04:32,486 but in reality, just from a size level 125 00:04:32,486 --> 00:04:34,420 of my head, but But 2 big brains 126 00:04:34,420 --> 00:04:36,900 in 1 box and say, look, we're gonna 127 00:04:36,900 --> 00:04:39,939 focus on speed and efficiency, decision making. We 128 00:04:39,939 --> 00:04:43,451 are both somewhat data driven individuals. So, we 129 00:04:43,451 --> 00:04:44,959 like to look at trends and in the 130 00:04:44,959 --> 00:04:47,103 themes and patents and then use that to 131 00:04:47,103 --> 00:04:49,167 kind form our hypothesis of things and then 132 00:04:49,167 --> 00:04:50,777 disprove it which everybody tries to do for 133 00:04:50,777 --> 00:04:53,811 us. But that helps us with that speed 134 00:04:53,811 --> 00:04:57,164 and efficiency. It also allows us to a 135 00:04:57,164 --> 00:04:58,941 pivot point of our industry today 136 00:04:59,731 --> 00:05:01,957 certainly, we're under the threat of Ai will 137 00:05:01,957 --> 00:05:04,603 take over the world as as most, either 138 00:05:04,898 --> 00:05:07,442 conversational or or or machine driven Ai. 139 00:05:08,078 --> 00:05:11,766 And that itself creates opportunities. So if done 140 00:05:11,766 --> 00:05:13,764 right with the right kind of thinking, you 141 00:05:13,764 --> 00:05:15,682 pivot out of this with a much more 142 00:05:15,682 --> 00:05:18,000 aggressive valued based company. And I think that's 143 00:05:18,000 --> 00:05:20,641 where we're we're putting our energies towards and 144 00:05:20,641 --> 00:05:22,810 2 of us doing that in either 145 00:05:23,264 --> 00:05:26,206 in an organic or inorganic way is really 146 00:05:26,206 --> 00:05:26,285 how. 147 00:05:27,016 --> 00:05:29,084 So I got that... That's the real genesis 148 00:05:29,084 --> 00:05:30,994 of of, I think the changes we've gone 149 00:05:30,994 --> 00:05:33,062 through in the last month. We're excited about 150 00:05:33,062 --> 00:05:34,176 it, but I would tell you, 151 00:05:35,463 --> 00:05:36,970 we have this joke that our wives, 152 00:05:38,160 --> 00:05:40,620 basically, when the phone rings, they realize that 153 00:05:40,620 --> 00:05:42,841 it's the other person my myself calling Max 154 00:05:42,841 --> 00:05:44,610 or Max on me. And they walk away 155 00:05:44,610 --> 00:05:47,250 quickly and sales to you tomorrow. So so 156 00:05:47,250 --> 00:05:49,569 we you have to be s bionic and 157 00:05:49,569 --> 00:05:52,404 the thought process and Make it work. And 158 00:05:52,460 --> 00:05:54,925 regardless of the choice of this model, You 159 00:05:54,925 --> 00:05:56,141 do have to find 2 160 00:05:56,595 --> 00:05:57,095 complimentary 161 00:05:57,469 --> 00:05:57,708 people. 162 00:05:58,583 --> 00:05:59,378 To your last point, 163 00:06:00,029 --> 00:06:01,149 you we don't divide, 164 00:06:02,430 --> 00:06:03,889 1 mistake would be to 165 00:06:04,350 --> 00:06:05,330 divide up the 166 00:06:05,870 --> 00:06:07,883 leadership team and have 2 up focuses is 167 00:06:07,883 --> 00:06:10,061 where we just have our own domain dominance 168 00:06:10,121 --> 00:06:12,438 speed the thing we focus on. I actually 169 00:06:12,438 --> 00:06:14,775 think our best idea idea comes from when 170 00:06:15,250 --> 00:06:17,490 I might be looking at a situation through 171 00:06:17,490 --> 00:06:18,849 a lens that I'd look at it in 172 00:06:18,849 --> 00:06:21,169 my way and max through another 1. Whether 173 00:06:21,169 --> 00:06:23,490 that's me in a financial instrument or operations 174 00:06:23,490 --> 00:06:26,302 view or Max and a technology or a 175 00:06:26,302 --> 00:06:27,181 digital pivot view, 176 00:06:27,900 --> 00:06:28,720 I think that 177 00:06:29,258 --> 00:06:31,016 together is what the velocity, 178 00:06:31,415 --> 00:06:33,588 of the speed of helps quite a bit 179 00:06:33,588 --> 00:06:35,426 and and we we do that. So it 180 00:06:35,426 --> 00:06:37,104 it's... I like to say, he likes to 181 00:06:37,104 --> 00:06:39,422 play devil's advocate on all my decisions and 182 00:06:39,422 --> 00:06:41,100 activate devil's advocate all his, but it it 183 00:06:41,100 --> 00:06:43,345 works in a much more way than that, 184 00:06:43,425 --> 00:06:45,893 but it's it's a great outcome. Fascinating. Really 185 00:06:45,893 --> 00:06:47,805 interesting, and I love the way you described, 186 00:06:47,964 --> 00:06:49,238 what you bring to the table based on 187 00:06:49,238 --> 00:06:49,977 your past. 188 00:06:50,367 --> 00:06:51,637 In fact, I'd love to delve further into 189 00:06:51,637 --> 00:06:53,224 it. As I mentioned in the intro, you've 190 00:06:53,224 --> 00:06:55,050 been a tech and digital leader multiple times 191 00:06:55,050 --> 00:06:56,185 over at large 192 00:06:56,558 --> 00:06:58,384 organizations. You've also run P ls. 193 00:06:59,114 --> 00:07:00,706 Got a lot of customer touch points. 194 00:07:01,264 --> 00:07:03,254 You've been a consultant to major companies. You've 195 00:07:03,254 --> 00:07:04,529 had strategy operations, 196 00:07:05,245 --> 00:07:05,882 transformation roles. 197 00:07:06,440 --> 00:07:09,425 I wonder how was this diversity of experience 198 00:07:09,483 --> 00:07:11,714 played into your... Being able to take on 199 00:07:11,714 --> 00:07:13,468 the role you have now. You have a, 200 00:07:13,627 --> 00:07:15,641 like, point of toolkit that you can leverage 201 00:07:15,875 --> 00:07:17,474 depending upon the issue of the day or 202 00:07:17,474 --> 00:07:19,794 the opportunity you're hoping to define? I get 203 00:07:19,794 --> 00:07:21,314 asked this a lot. I think I said 204 00:07:21,314 --> 00:07:22,914 it... When we talked last. I think 1 205 00:07:22,914 --> 00:07:24,730 of those guys is career Ad b because 206 00:07:24,928 --> 00:07:27,256 sort of bounce around between all these very 207 00:07:28,187 --> 00:07:30,889 skill different skilled you know, needed jobs that 208 00:07:30,889 --> 00:07:32,479 are very different. But I enjoy all of 209 00:07:32,479 --> 00:07:34,244 it, so it it's hard for me But, 210 00:07:34,403 --> 00:07:35,461 you know, through the 211 00:07:36,158 --> 00:07:38,072 the luck, and I'll call it that or 212 00:07:38,072 --> 00:07:40,783 or actually, just through true risk taking, I 213 00:07:40,783 --> 00:07:43,017 think, without even realize I was taking risk, 214 00:07:44,145 --> 00:07:45,358 I was jumping from 215 00:07:45,888 --> 00:07:48,265 certain paths of building skill into other paths. 216 00:07:48,424 --> 00:07:51,213 And I think what I got afforded through, 217 00:07:51,293 --> 00:07:52,966 you know, other great leaders I work for, 218 00:07:53,125 --> 00:07:55,674 quite frankly. I got... Afforded the opportunity to 219 00:07:55,674 --> 00:07:57,665 kinda of blend over the line that most 220 00:07:57,665 --> 00:07:59,758 people don't like to blend over, which is 221 00:08:00,310 --> 00:08:02,389 I was always technology it's core, but then 222 00:08:02,389 --> 00:08:03,829 how do I best place to sell it? 223 00:08:04,469 --> 00:08:06,789 Where's the business objective the technology can enable? 224 00:08:07,364 --> 00:08:09,199 Then there was the well, how how this 225 00:08:09,199 --> 00:08:11,910 market different in technical markets? How do I 226 00:08:11,910 --> 00:08:14,064 understand those and how how to shape a 227 00:08:14,064 --> 00:08:16,457 technology solution to solve what the market need 228 00:08:16,457 --> 00:08:16,616 was? 229 00:08:17,349 --> 00:08:19,579 Than in marketing or in business operations. So 230 00:08:19,738 --> 00:08:21,194 I've always had this sort of 231 00:08:21,729 --> 00:08:23,720 desire to take tech as an enabler not 232 00:08:23,720 --> 00:08:25,791 make tech my job, and that... That's helped 233 00:08:25,791 --> 00:08:28,698 with getting into markets and sales and 234 00:08:29,395 --> 00:08:31,788 operations where you're always, you know, enabling someone 235 00:08:31,788 --> 00:08:33,404 to achieve something. But 236 00:08:33,782 --> 00:08:35,217 you do have to be a little bit 237 00:08:35,217 --> 00:08:35,717 of 238 00:08:36,348 --> 00:08:38,095 little bit of a risk taker knowing that 239 00:08:38,095 --> 00:08:40,738 your skill set might not be as peak 240 00:08:40,794 --> 00:08:43,017 when you jump into a situation like you're 241 00:08:43,017 --> 00:08:45,002 now in sales and you've gotta make a 242 00:08:45,002 --> 00:08:47,488 quote and an engine work, or your sales 243 00:08:47,488 --> 00:08:49,083 management, you got lead a lot of people 244 00:08:49,083 --> 00:08:50,700 to the top of that hill and you 245 00:08:50,838 --> 00:08:52,752 need to figure the strategy out pretty quickly. 246 00:08:53,071 --> 00:08:54,188 Think I said to begin beginning, I think 247 00:08:54,188 --> 00:08:55,007 been afforded 248 00:08:55,399 --> 00:08:56,940 the luxury and 249 00:08:57,560 --> 00:08:59,080 maybe I earned the right what I got 250 00:08:59,080 --> 00:09:00,519 there. But on the way end, they probably, 251 00:09:00,600 --> 00:09:02,920 like, this is really interesting experiment, but it 252 00:09:02,920 --> 00:09:04,700 worked out and in both our favors 253 00:09:05,413 --> 00:09:08,126 but III think I think it... It's what 254 00:09:08,126 --> 00:09:10,062 makes a round well rounded, 255 00:09:10,679 --> 00:09:11,477 c Ceo. 256 00:09:11,956 --> 00:09:13,885 I think Max still does better things than 257 00:09:13,965 --> 00:09:15,400 I do, and I still do things better. 258 00:09:15,560 --> 00:09:17,792 In some cases if Max does, We know 259 00:09:17,792 --> 00:09:20,105 that, but we also are, like, that's interesting. 260 00:09:20,344 --> 00:09:22,273 Didn't think about it like that. Someone asked 261 00:09:22,273 --> 00:09:24,266 my another question here that was kind of 262 00:09:24,266 --> 00:09:26,021 akin to it is how can I follow 263 00:09:26,021 --> 00:09:28,174 that path, and I'm thinking well give play 264 00:09:28,174 --> 00:09:29,769 a pin ball, and they said, yeah? I 265 00:09:29,769 --> 00:09:32,173 said that that's me. Moving around the pin 266 00:09:32,173 --> 00:09:33,366 ball machine, and I said, I'm not sure 267 00:09:33,366 --> 00:09:35,275 it's that's the path I'd take. There's probably 268 00:09:35,275 --> 00:09:37,662 a straighter line somewhere to the success, but 269 00:09:37,741 --> 00:09:40,304 I'm sure, I wouldn't do that. But to 270 00:09:40,304 --> 00:09:42,780 me, it's be bold and take risks and 271 00:09:42,940 --> 00:09:44,858 and tries to move things. And if realize 272 00:09:44,858 --> 00:09:46,376 where your gaps are, I think realize where 273 00:09:46,376 --> 00:09:48,381 your blind spots are, and then don't try 274 00:09:48,381 --> 00:09:49,971 to fill them. Go focus in other places. 275 00:09:50,527 --> 00:09:51,958 And how where you have 276 00:09:52,514 --> 00:09:54,683 or on opposite sides of an issue 277 00:09:55,073 --> 00:09:56,821 how do you... What... What's the tie breaker? 278 00:09:56,980 --> 00:09:58,252 How do you determine which which 279 00:09:59,126 --> 00:10:00,954 which way to go? You know, it's funny. 280 00:10:01,193 --> 00:10:03,219 We were having this debate when 281 00:10:03,676 --> 00:10:06,469 we were we were asked to consider, 282 00:10:07,905 --> 00:10:09,875 the future in a very short amount of 283 00:10:09,994 --> 00:10:10,154 time, 284 00:10:10,871 --> 00:10:12,386 Max and I had this debate about. So 285 00:10:12,386 --> 00:10:13,981 if we were to do this as so 286 00:10:13,981 --> 00:10:14,459 duality, 287 00:10:15,177 --> 00:10:16,394 what's our sort of 288 00:10:16,772 --> 00:10:18,446 unpublished rules or the, you know, 289 00:10:19,019 --> 00:10:20,854 I I was liking it to push the 290 00:10:20,854 --> 00:10:23,806 mark marriage contract look like. You, Who's who's 291 00:10:23,806 --> 00:10:25,242 who's got the ultimate decision. 292 00:10:26,214 --> 00:10:28,612 And, you know, like, any good husband and 293 00:10:28,612 --> 00:10:28,851 wife, 294 00:10:29,491 --> 00:10:31,329 that's usually something that's not visible to the 295 00:10:31,329 --> 00:10:33,167 rest of organization or a family, 296 00:10:33,646 --> 00:10:34,945 but those debates happen 297 00:10:35,259 --> 00:10:37,492 I think we played each other's strengths when 298 00:10:37,492 --> 00:10:39,087 the tie needs to be brought. And it 299 00:10:39,087 --> 00:10:42,220 comes down to gut feel with with longer 300 00:10:42,597 --> 00:10:44,431 durations of a domain knowledge in that area 301 00:10:44,431 --> 00:10:44,931 where 302 00:10:45,245 --> 00:10:47,004 that's likely the answer in the tie breaker. 303 00:10:47,644 --> 00:10:49,504 We often, and I'll just tell you in 304 00:10:49,725 --> 00:10:51,565 the last 2 years working with Max. 305 00:10:52,445 --> 00:10:53,664 There hasn't been 306 00:10:54,138 --> 00:10:55,970 I think more than 1 time where we 307 00:10:55,970 --> 00:10:57,585 might have been at the opposite side 308 00:10:58,280 --> 00:11:00,430 of the answer, and it was really because 309 00:11:00,430 --> 00:11:01,545 we didn't never got data, and it was 310 00:11:01,545 --> 00:11:02,182 frustrating to us. 311 00:11:02,914 --> 00:11:04,669 But 99.9 312 00:11:04,669 --> 00:11:06,423 percent of the time, if what we get 313 00:11:06,423 --> 00:11:09,475 is the data, we probably arrive very closely 314 00:11:09,534 --> 00:11:12,820 to the same outcome pretty rapidly. So We've 315 00:11:12,820 --> 00:11:14,579 been fortunate in that area. Like I said 316 00:11:14,579 --> 00:11:15,879 it has to be a bit of s 317 00:11:16,100 --> 00:11:17,139 nature thinking the same, 318 00:11:17,779 --> 00:11:20,192 but pushing hard. So I think I love 319 00:11:20,192 --> 00:11:22,022 to say, I I make 51 percent most 320 00:11:22,022 --> 00:11:23,772 of decisions, but that's that's okay. 321 00:11:27,369 --> 00:11:29,287 You've already alluded to the fact that customer 322 00:11:29,287 --> 00:11:32,084 experience generally in Alaska specifically have been profoundly 323 00:11:32,084 --> 00:11:35,520 impacted by advances in Ai and generative artificial 324 00:11:35,520 --> 00:11:35,840 intelligence. 325 00:11:36,654 --> 00:11:38,575 I wonder what excites you about the app 326 00:11:38,654 --> 00:11:40,735 Ai you've already implemented and what excites you 327 00:11:40,735 --> 00:11:42,575 as you look to the near future as 328 00:11:42,575 --> 00:11:43,215 to what's ahead. 329 00:11:44,188 --> 00:11:46,808 Yeah. You hit the nail in the head 330 00:11:46,808 --> 00:11:49,191 as to why I think we have a 331 00:11:49,191 --> 00:11:51,573 change in in in Laura, but also what's 332 00:11:51,573 --> 00:11:53,573 made it. Really exciting for for Max and 333 00:11:53,652 --> 00:11:55,399 I and and pretty much the entire leadership 334 00:11:55,399 --> 00:11:57,622 team are calling now. You you can read 335 00:11:58,177 --> 00:12:00,639 or absorb all this material about Ai and 336 00:12:00,639 --> 00:12:03,376 the things that happening with really great technology. 337 00:12:04,543 --> 00:12:06,131 Machines are learning. Could have been for a 338 00:12:06,131 --> 00:12:08,965 while, or they're automating a rules processing or 339 00:12:09,724 --> 00:12:12,940 learning itself, but generative of Ai caused a 340 00:12:13,239 --> 00:12:15,157 conversation to happen that never happened and and 341 00:12:15,157 --> 00:12:16,275 now it's becoming smarter. 342 00:12:16,849 --> 00:12:17,746 A lot faster 343 00:12:18,199 --> 00:12:20,342 than people grew up, you know, it's leap 344 00:12:20,342 --> 00:12:22,034 with 07:10, 15 years 345 00:12:22,645 --> 00:12:24,551 in a year if not more, and and 346 00:12:24,551 --> 00:12:25,845 that's amazing. So 347 00:12:26,234 --> 00:12:27,374 to us, that's a 348 00:12:27,832 --> 00:12:31,028 massive opportunity for our industry, and we are 349 00:12:31,028 --> 00:12:33,286 uniquely kind of position to that industry because 350 00:12:33,665 --> 00:12:36,408 we're not too big. We're not a public 351 00:12:36,544 --> 00:12:38,133 entity. We're not small. 352 00:12:39,245 --> 00:12:40,675 So we have a bit of nimble and 353 00:12:40,675 --> 00:12:43,058 we've got great capacity and financial instruments to 354 00:12:43,058 --> 00:12:43,534 put the work. 355 00:12:44,344 --> 00:12:46,730 Where we can put our best brains around 356 00:12:46,730 --> 00:12:49,753 this accelerator strategy to kinda go after the 357 00:12:49,753 --> 00:12:51,838 market and make the market. We, like I 358 00:12:51,838 --> 00:12:54,071 said, we're not governed by and they're an 359 00:12:54,071 --> 00:12:56,384 overweight portfolio of sites. We're not governed by, 360 00:12:56,543 --> 00:12:58,537 you know, a massive amount of employees with 361 00:12:58,537 --> 00:13:00,770 idle capacity. We are we are an engine 362 00:13:00,770 --> 00:13:03,497 that's very tuned, and our clients that we 363 00:13:03,497 --> 00:13:05,810 work with have belongs and relationships. It's great. 364 00:13:06,288 --> 00:13:08,043 So it affords us an opportunity to be 365 00:13:08,043 --> 00:13:09,319 a bit of a skill builder with them, 366 00:13:09,638 --> 00:13:10,537 you know, we 367 00:13:11,169 --> 00:13:12,850 we look at technologies if you look at 368 00:13:12,850 --> 00:13:13,970 our core, it's Cx. 369 00:13:14,689 --> 00:13:16,449 And then after that core with, you know, 370 00:13:16,689 --> 00:13:19,065 next generation platforms whether they're in the next 371 00:13:19,184 --> 00:13:21,901 cloud, delivered Genesis platform or our Cci at 372 00:13:21,981 --> 00:13:25,417 Google's level, or Microsoft enabled platform with dynamics. 373 00:13:25,896 --> 00:13:27,116 Those are easy 374 00:13:27,669 --> 00:13:29,909 core level experience that we can get 1 375 00:13:29,909 --> 00:13:32,309 level of higher thinking. But then you wrap 376 00:13:32,309 --> 00:13:34,409 that with the next gen Ai around 377 00:13:34,804 --> 00:13:36,479 tools such as coaching tools, 378 00:13:36,958 --> 00:13:39,271 you know, them somatic analytics around the way, 379 00:13:39,510 --> 00:13:43,019 voice and dialect go to voice translation, which 380 00:13:43,019 --> 00:13:45,268 allows us to be a very big in 381 00:13:45,268 --> 00:13:47,045 industry. You know, you're speaking 382 00:13:47,742 --> 00:13:50,215 72 languages on 1 end of the phone. 383 00:13:50,694 --> 00:13:52,391 And on the other, you're hearing a single 384 00:13:52,450 --> 00:13:54,563 unify language in the same dialect tonal 385 00:13:54,942 --> 00:13:57,100 and and fluctuation that you expect to be 386 00:13:57,100 --> 00:13:58,698 on a real call. In real time, 387 00:13:59,257 --> 00:14:01,255 that's a game changer. Right? That that instrument 388 00:14:01,255 --> 00:14:04,211 there. Puts this world of Ai in kind 389 00:14:04,211 --> 00:14:05,957 of a very re way. I would say 390 00:14:05,957 --> 00:14:08,816 technology is an answer. The problem you're trying 391 00:14:08,816 --> 00:14:10,824 to solve is the business region. So 392 00:14:11,133 --> 00:14:13,196 Most people are still chasing a lot of 393 00:14:13,196 --> 00:14:16,052 areas where language portfolios and countries are the 394 00:14:16,052 --> 00:14:18,670 answer. We're looking at tech augmentation and a 395 00:14:18,670 --> 00:14:19,360 skill set 396 00:14:19,718 --> 00:14:21,627 issue, not skill set being the the main 397 00:14:21,627 --> 00:14:22,980 skill set needed for the vertical, 398 00:14:23,776 --> 00:14:26,720 business transactional, you know, B 5 banking or 399 00:14:26,720 --> 00:14:28,414 or retail. So 400 00:14:28,964 --> 00:14:30,743 I think that's gonna have a big 401 00:14:31,202 --> 00:14:33,679 bidding impact on our industry and where Max 402 00:14:33,679 --> 00:14:34,819 and are gonna go 403 00:14:35,198 --> 00:14:38,015 is to apply those principles of using that 404 00:14:38,489 --> 00:14:39,207 to tomorrow at. 405 00:14:40,802 --> 00:14:43,115 And doing it in a very aggressive way. 406 00:14:44,152 --> 00:14:46,385 In almost set the tone we're, you know, 407 00:14:46,545 --> 00:14:48,140 keeping up, is gonna be hard to do. 408 00:14:48,791 --> 00:14:50,856 And our expectation is giving our nimble ness 409 00:14:50,856 --> 00:14:52,444 and our ability with of with what we've 410 00:14:52,444 --> 00:14:54,905 got for for backing to get there faster 411 00:14:54,905 --> 00:14:55,779 than any other the company. 412 00:14:56,509 --> 00:14:58,975 And last piece I'd say, it's disruptive in 413 00:14:58,975 --> 00:15:00,805 the sense of... You know, I was looking 414 00:15:01,123 --> 00:15:02,794 because I've been a technology for a while 415 00:15:02,794 --> 00:15:04,320 as you alluded. It's for quite a month. 416 00:15:04,638 --> 00:15:06,148 You got these waves. Right? Whether you had 417 00:15:06,148 --> 00:15:06,966 a wave of, 418 00:15:07,499 --> 00:15:07,817 you know, 419 00:15:08,612 --> 00:15:10,702 digitization or way way back. You had Y 420 00:15:10,758 --> 00:15:12,348 and you just kinda kept following the same 421 00:15:12,348 --> 00:15:15,411 wave to digitization, then digital took over and 422 00:15:15,469 --> 00:15:17,780 the impacts to retail and now Ai taken 423 00:15:17,780 --> 00:15:20,272 over and whether it's generative or machine or 424 00:15:20,584 --> 00:15:22,913 you know, neural, all of its 425 00:15:23,447 --> 00:15:25,220 got the benefit of helping 426 00:15:25,674 --> 00:15:26,174 foster 427 00:15:26,549 --> 00:15:30,305 tighter relationships, you know, what was easier transactions 428 00:15:30,305 --> 00:15:31,262 sure they're gonna go away. 429 00:15:31,980 --> 00:15:34,132 But when I look at our portfolio business 430 00:15:34,132 --> 00:15:36,524 the depth of our k... Our transactions are 431 00:15:36,524 --> 00:15:37,242 very complex. 432 00:15:38,214 --> 00:15:40,611 They're not a single system or duality. It's 433 00:15:40,611 --> 00:15:42,848 it's a multi system transaction with a client. 434 00:15:43,408 --> 00:15:45,006 And usually it's because I need a human 435 00:15:45,006 --> 00:15:46,856 in the loop. The reality is how do 436 00:15:46,856 --> 00:15:48,792 we enable that to be assisted 437 00:15:49,249 --> 00:15:51,561 and make it that much smarter. And I 438 00:15:51,561 --> 00:15:53,794 believe that means we do that much more 439 00:15:53,794 --> 00:15:55,365 transactions to today. They wouldn't put on our 440 00:15:55,484 --> 00:15:55,804 portfolio. 441 00:15:56,603 --> 00:15:58,441 So the the, you know, the aperture widen, 442 00:15:58,681 --> 00:16:00,679 it doesn't narrow. I think that's the goal, 443 00:16:01,398 --> 00:16:03,396 and we're we're going after it pretty aggressively, 444 00:16:03,476 --> 00:16:05,483 which I think is your point about, you 445 00:16:05,483 --> 00:16:08,661 know, the skill we've got. That's that's where 446 00:16:08,740 --> 00:16:10,409 Max and I and a fine tuning 4 447 00:16:10,409 --> 00:16:12,967 can kinda be applied. Yeah. Really interesting. And 448 00:16:12,967 --> 00:16:14,319 you're kind of alluding to something I wanted 449 00:16:14,319 --> 00:16:15,591 to talk to you about as well. And 450 00:16:15,591 --> 00:16:16,864 that is there are a lot of people 451 00:16:16,864 --> 00:16:19,249 to fear a job loss as a result 452 00:16:19,249 --> 00:16:21,658 there's a result of advances in artificial intelligence 453 00:16:21,888 --> 00:16:24,513 know you've got some Nuance perspectives as you're 454 00:16:24,513 --> 00:16:25,786 beginning to allude to at the end of 455 00:16:25,786 --> 00:16:27,695 your response there on on, 456 00:16:28,984 --> 00:16:30,740 the... That that idea as it applies to 457 00:16:30,740 --> 00:16:32,417 in And the extent which you wish to 458 00:16:32,417 --> 00:16:35,311 po more broadly speaking about this being aperture 459 00:16:35,610 --> 00:16:38,259 expanding as opposed to narrowing and therefore, like, 460 00:16:38,339 --> 00:16:39,538 having the more profound, 461 00:16:40,417 --> 00:16:42,974 you know, profound in near term implications perhaps 462 00:16:42,974 --> 00:16:45,052 there's some fear. Can you can you delve 463 00:16:45,052 --> 00:16:46,251 in a little bit further to what you've 464 00:16:46,251 --> 00:16:47,210 already begun to allude to? 465 00:16:47,863 --> 00:16:49,453 Absolutely. And and we get this a lot 466 00:16:49,453 --> 00:16:52,340 from our... With... Max and I just finished 467 00:16:52,635 --> 00:16:54,385 1 half of the world tour. 468 00:16:55,120 --> 00:16:57,679 And we got to the Philippines and and 469 00:16:57,679 --> 00:16:58,660 and visited 470 00:16:59,840 --> 00:17:02,179 5 of our sites there across the Philippines 471 00:17:02,240 --> 00:17:04,492 in India we visited our sites there. Then 472 00:17:04,492 --> 00:17:06,806 out to Europe and visited sites care. We're 473 00:17:06,806 --> 00:17:08,799 back in the Us hitting Latin America and 474 00:17:08,799 --> 00:17:10,076 in the Us sites next. 475 00:17:10,873 --> 00:17:12,309 And what we were looking for is group 476 00:17:12,309 --> 00:17:13,505 we started this listening tour, 477 00:17:14,236 --> 00:17:16,301 It was really not for us. We we've 478 00:17:16,301 --> 00:17:17,492 been around for a couple of years so 479 00:17:17,492 --> 00:17:19,318 people know us. But in reality, it was 480 00:17:19,318 --> 00:17:20,589 a little bit tell us what's going on 481 00:17:20,589 --> 00:17:22,495 in your heads as as our employees and 482 00:17:22,495 --> 00:17:24,497 we we listen to calls. We, you know, 483 00:17:24,577 --> 00:17:26,486 we talked to our our agents quite a 484 00:17:26,486 --> 00:17:28,633 bit. Did town halls. And then the question 485 00:17:28,633 --> 00:17:30,878 number... Number 1 question it, I seem to 486 00:17:30,878 --> 00:17:33,035 get. There's never where they 1 Max gets, 487 00:17:33,195 --> 00:17:35,373 But I get it is, Ai is gonna 488 00:17:35,512 --> 00:17:37,030 hurt our industry where you think about it. 489 00:17:37,364 --> 00:17:38,559 And I and I was at a bankers 490 00:17:38,559 --> 00:17:41,268 conference this this past few days in New 491 00:17:41,428 --> 00:17:44,216 York, and a lot of our peer Ceos 492 00:17:44,216 --> 00:17:45,890 were there, and they got the same question 493 00:17:45,890 --> 00:17:46,447 from analysts. 494 00:17:47,339 --> 00:17:49,413 And it's an interesting answer. Right? Because it's 495 00:17:49,413 --> 00:17:51,247 all about where you come from in terms 496 00:17:51,247 --> 00:17:51,747 of 497 00:17:52,204 --> 00:17:54,916 how your company is organized and how your 498 00:17:54,916 --> 00:17:56,511 footprint looks to how you might answer that 499 00:17:56,511 --> 00:17:59,070 question and or their private public has another 500 00:17:59,070 --> 00:18:01,452 impact to that. But the reality is, 501 00:18:02,087 --> 00:18:02,326 yes, 502 00:18:03,120 --> 00:18:06,002 if you're today, a company that's taking 503 00:18:06,629 --> 00:18:09,252 order fulfillment questions or answers is, then the 504 00:18:09,252 --> 00:18:11,001 mobile phone took that away a while ago. 505 00:18:12,034 --> 00:18:13,704 So if you were calling for your bank 506 00:18:13,704 --> 00:18:15,794 balance, I'm pretty sure your mobile phone 507 00:18:16,263 --> 00:18:18,195 took it away or your texting and capability 508 00:18:18,252 --> 00:18:21,515 took it away. So that creating fear people 509 00:18:21,515 --> 00:18:22,310 never happened. 510 00:18:23,743 --> 00:18:26,168 It... What happened though was there was an 511 00:18:26,305 --> 00:18:28,536 expectation that those folks... Those people who are 512 00:18:28,536 --> 00:18:30,686 answering or doing those transactions. Now I to 513 00:18:30,686 --> 00:18:33,155 do a different set of transactions. So the 514 00:18:33,155 --> 00:18:33,974 reality of 515 00:18:34,683 --> 00:18:36,510 of what opens the aperture I refer it 516 00:18:36,510 --> 00:18:38,281 to it is, the humans are 517 00:18:38,734 --> 00:18:41,912 the most intelligent piece eating mouthpiece piece of 518 00:18:41,912 --> 00:18:42,548 that equation. 519 00:18:43,199 --> 00:18:45,432 When they are. They're the easiest answer to 520 00:18:45,432 --> 00:18:48,702 solving another human problem because that emotion is 521 00:18:48,702 --> 00:18:50,457 what people want and talking to a person. 522 00:18:50,696 --> 00:18:52,371 They want sympathy that that's happened. 523 00:18:53,579 --> 00:18:55,087 We always will have a human in the 524 00:18:55,087 --> 00:18:55,880 loop in our equation, 525 00:18:56,832 --> 00:18:57,863 assistive technologies, 526 00:18:58,418 --> 00:19:00,979 assistive the that may take a lot of 527 00:19:00,979 --> 00:19:02,417 what that question would be out of the 528 00:19:02,417 --> 00:19:04,015 way so that the last piece of that 529 00:19:04,015 --> 00:19:05,853 can be the shortest transaction. But I have 530 00:19:05,853 --> 00:19:07,611 this concept I talked about the last time 531 00:19:07,611 --> 00:19:08,590 a little bit was 532 00:19:08,903 --> 00:19:10,649 the Nordstrom concept, and I put them at 533 00:19:10,649 --> 00:19:12,316 the top of a pyramid of of the 534 00:19:12,316 --> 00:19:13,426 retail experiment and say, 535 00:19:14,617 --> 00:19:15,434 you are 536 00:19:16,219 --> 00:19:18,866 In always, you would love all of the 537 00:19:18,923 --> 00:19:21,785 capabilities is the best technical ecosystem you have. 538 00:19:22,421 --> 00:19:25,784 The most harmon business processes across the globe 539 00:19:26,255 --> 00:19:27,535 that as you got to the top of 540 00:19:27,535 --> 00:19:29,215 that pyramid and had to talk to an 541 00:19:29,215 --> 00:19:31,295 individual, it's the world class experience. 542 00:19:32,015 --> 00:19:34,674 And if all companies were so well organized 543 00:19:34,735 --> 00:19:37,782 and technology was so well implemented and nobody 544 00:19:37,782 --> 00:19:39,536 ever bought somebody and had to integrate them, 545 00:19:39,934 --> 00:19:41,369 then that would be utopia it would all 546 00:19:41,369 --> 00:19:41,608 load. 547 00:19:42,485 --> 00:19:43,681 That isn't the real world. 548 00:19:44,334 --> 00:19:46,410 What's the real world is we launch business 549 00:19:46,410 --> 00:19:49,283 lines with very short technical needs and try 550 00:19:49,283 --> 00:19:50,641 to see if it has stickiness in the 551 00:19:50,641 --> 00:19:51,918 markets and then we add to as we 552 00:19:51,918 --> 00:19:53,490 go, but we river really round on our 553 00:19:53,609 --> 00:19:54,803 add to it. We just sort of do 554 00:19:54,803 --> 00:19:56,258 what we need to do to keep the 555 00:19:56,474 --> 00:19:59,420 the engine running. So there's always complexity and 556 00:19:59,420 --> 00:19:59,818 everything. 557 00:20:00,375 --> 00:20:02,773 The humans in the loop are likely gonna 558 00:20:02,773 --> 00:20:05,629 be there, the more we continue to refine 559 00:20:05,629 --> 00:20:06,129 that 560 00:20:06,660 --> 00:20:08,350 and use the sister tech 561 00:20:08,659 --> 00:20:11,200 whether Ai or data or any other omni 562 00:20:11,200 --> 00:20:11,994 channel experience, 563 00:20:12,868 --> 00:20:16,363 group voice translation, dialect removal. It's still at 564 00:20:16,363 --> 00:20:17,816 the end of the day. I think 565 00:20:18,525 --> 00:20:20,445 an experience where if you have the best 566 00:20:20,445 --> 00:20:22,445 people doing Cx in a living, 567 00:20:23,164 --> 00:20:24,924 you're gonna get more of that business, and 568 00:20:24,924 --> 00:20:27,105 the only metric I'd leave that with is 569 00:20:27,579 --> 00:20:30,799 today, the market's about a hundred and 23000000000 570 00:20:31,179 --> 00:20:33,419 of which only 20 percent of its outsourced. 571 00:20:34,794 --> 00:20:37,660 If I just maybe Max and I would 572 00:20:37,660 --> 00:20:39,810 like, maybe... I don't know. 10 percent more 573 00:20:39,810 --> 00:20:41,562 in that market would be making a lot 574 00:20:41,562 --> 00:20:42,836 of us in this industry happy. 575 00:20:43,567 --> 00:20:44,997 Which I think is what will happen. Mike, 576 00:20:45,235 --> 00:20:47,935 more more of it will become are you 577 00:20:47,935 --> 00:20:50,079 better at doing this for me than I 578 00:20:50,079 --> 00:20:52,143 might be doing it for myself, or I 579 00:20:52,143 --> 00:20:54,224 would like more of my people inside the 580 00:20:54,224 --> 00:20:56,211 company to be the Nordstrom people, and I 581 00:20:56,211 --> 00:20:58,039 want more of you to be these. That's 582 00:20:58,039 --> 00:21:00,582 fine too. So I think that's the market 583 00:21:00,582 --> 00:21:01,138 to be chased. 584 00:21:01,789 --> 00:21:03,774 And I don't think it's a hand or. 585 00:21:03,933 --> 00:21:05,521 I think it's a plus plus in all 586 00:21:05,521 --> 00:21:05,838 cases. 587 00:21:07,347 --> 00:21:08,935 You you... In in the middle of your 588 00:21:08,935 --> 00:21:10,841 answer, you're you noted this this idea the 589 00:21:10,841 --> 00:21:13,164 best tech ecosystem and developing that. And I 590 00:21:13,164 --> 00:21:15,076 know as you think about the development of 591 00:21:15,076 --> 00:21:16,429 ecosystem, a portion of what you're doing is 592 00:21:16,429 --> 00:21:18,181 actually investing in a number of startups in 593 00:21:18,181 --> 00:21:19,057 this space as well. 594 00:21:19,868 --> 00:21:21,383 And I I wonder what do you look 595 00:21:21,383 --> 00:21:23,295 for in companies that you invest in? And 596 00:21:23,295 --> 00:21:25,288 to what extent is that are you thinking 597 00:21:25,288 --> 00:21:27,541 about those investments in the balance between 598 00:21:27,852 --> 00:21:30,156 potential great returns for the organization as those 599 00:21:30,156 --> 00:21:31,109 companies succeed, 600 00:21:32,062 --> 00:21:34,921 and or the possibility of actually becoming the 601 00:21:34,921 --> 00:21:36,748 acquire of those businesses eventually. 602 00:21:37,399 --> 00:21:39,473 Great question. And, I would love to say 603 00:21:39,552 --> 00:21:41,467 I have every answer here. We figured it 604 00:21:41,467 --> 00:21:42,982 all out. But if I did, I I 605 00:21:42,982 --> 00:21:44,896 probably would be retired and and you'd see 606 00:21:44,896 --> 00:21:47,701 a palm tree behind me. But way Max 607 00:21:47,701 --> 00:21:49,211 and I think about this and and and 608 00:21:49,211 --> 00:21:51,198 I have to include our our Chairman Andy 609 00:21:51,516 --> 00:21:51,754 Lee. 610 00:21:52,549 --> 00:21:54,694 So what we have is a fortunate model 611 00:21:54,694 --> 00:21:57,174 where Max and are are running this company, 612 00:21:57,333 --> 00:21:59,482 and and we've been humbled by the fact 613 00:21:59,482 --> 00:22:01,153 we've got, you know, a hundred thousand people 614 00:22:01,153 --> 00:22:03,063 globally that that look at us every data 615 00:22:03,063 --> 00:22:04,813 strategize and figure out where Shin go. 616 00:22:05,624 --> 00:22:06,503 At the same time, 617 00:22:07,542 --> 00:22:09,140 there's a little bit of worrisome morale where 618 00:22:09,140 --> 00:22:10,578 is this world going in terms of where 619 00:22:10,578 --> 00:22:11,697 it is. So how do we get ahead 620 00:22:11,697 --> 00:22:12,736 of that? Will we investment? 621 00:22:13,708 --> 00:22:16,252 So Andy has a firm in Cairo, which 622 00:22:16,252 --> 00:22:18,240 is a Vc firm. He's also got, 623 00:22:18,875 --> 00:22:21,658 relationships with 2 other major Vc firms. I 624 00:22:21,658 --> 00:22:23,663 have a relationship with some of the ex 625 00:22:23,742 --> 00:22:25,337 Cognizant folks that run 1 of the larger 626 00:22:25,497 --> 00:22:27,571 Bc firms as well. What we've created is 627 00:22:27,571 --> 00:22:28,549 an ecosystem 628 00:22:28,927 --> 00:22:31,958 where early stage investments can help fuel our 629 00:22:31,958 --> 00:22:32,436 our engine. 630 00:22:33,089 --> 00:22:35,019 And then how we think of that portfolio 631 00:22:35,394 --> 00:22:36,847 is how do we be complementary 632 00:22:37,619 --> 00:22:40,004 in our journey, given we're focused and tonight 633 00:22:40,004 --> 00:22:42,721 I I repeat all, we're a Cx company 634 00:22:42,721 --> 00:22:43,756 that digitally enables it. 635 00:22:44,870 --> 00:22:47,336 But how does that lens get applied to 636 00:22:47,336 --> 00:22:49,166 those layers of technology and then how do 637 00:22:49,166 --> 00:22:50,837 we help enable that ecosystem? 638 00:22:51,409 --> 00:22:53,807 For those early players to be, proving ground 639 00:22:53,807 --> 00:22:56,204 and test ground, but also bring that to 640 00:22:56,204 --> 00:22:56,704 clients 641 00:22:57,083 --> 00:22:59,081 and say here's some things that are quite 642 00:22:59,081 --> 00:22:59,960 frankly emerging. 643 00:23:00,694 --> 00:23:02,289 But we would like to show you the 644 00:23:02,289 --> 00:23:03,726 emergence of this as you think of these 645 00:23:03,726 --> 00:23:04,124 journeys, 646 00:23:05,082 --> 00:23:07,076 and see if they're helpful. And if they're 647 00:23:07,076 --> 00:23:10,119 proven I e. Tested and they're there, then 648 00:23:10,119 --> 00:23:12,291 we enabler of that ecosystem. So 649 00:23:13,066 --> 00:23:16,354 that is our philosophy. We have invested 650 00:23:17,540 --> 00:23:19,686 directly in a few that we feel are 651 00:23:19,686 --> 00:23:20,505 very complementary. 652 00:23:21,674 --> 00:23:24,218 The first is is really around the ability 653 00:23:24,218 --> 00:23:26,621 for noise cancellation to be free. 654 00:23:27,815 --> 00:23:28,771 In our industry, 655 00:23:29,727 --> 00:23:32,434 much like in this discussion, background should never 656 00:23:32,434 --> 00:23:32,992 be a problem. 657 00:23:33,722 --> 00:23:36,662 That technology in itself, we invested in, 658 00:23:37,456 --> 00:23:39,203 and it's being perfect protected as we get 659 00:23:39,203 --> 00:23:41,507 more and more off stack. The second is 660 00:23:41,507 --> 00:23:42,778 in dialect removal. 661 00:23:43,589 --> 00:23:45,507 How do we make sure that the client 662 00:23:45,507 --> 00:23:47,505 has the best experience should they choose to 663 00:23:47,505 --> 00:23:49,502 want to use this technology in certain areas 664 00:23:49,502 --> 00:23:51,441 and it also helps very remote 665 00:23:52,872 --> 00:23:54,786 locations in the world be a labor pool 666 00:23:54,786 --> 00:23:57,339 for us. We're very big on on investing 667 00:23:57,339 --> 00:23:58,796 in our people and funding 668 00:23:59,109 --> 00:24:01,342 our people in in our foundation. So we 669 00:24:01,342 --> 00:24:03,176 use those as a way to enable, 670 00:24:03,894 --> 00:24:05,728 geographic areas in the market labor pool that 671 00:24:05,728 --> 00:24:07,562 we could pull in that would be helpful 672 00:24:07,562 --> 00:24:08,041 or assist. 673 00:24:08,614 --> 00:24:10,840 And then the real next big of investment, 674 00:24:11,397 --> 00:24:13,225 I was in the ability to do translation. 675 00:24:13,543 --> 00:24:14,100 I'm a big, 676 00:24:14,736 --> 00:24:17,519 in my headset of strategy and basis of 677 00:24:17,519 --> 00:24:18,210 a voice 678 00:24:18,806 --> 00:24:21,136 I think technology 1 day 679 00:24:21,591 --> 00:24:24,239 will remove the barriers of having phone calls 680 00:24:24,296 --> 00:24:24,853 between nations. 681 00:24:25,903 --> 00:24:28,218 It it will be embedded in switches. It'll 682 00:24:28,218 --> 00:24:30,532 be embedded in applications. It'll be embedded in 683 00:24:30,532 --> 00:24:32,207 cell phones. If you if you see Samsung 684 00:24:32,207 --> 00:24:35,036 amazon, we've already done. Where you're having a 685 00:24:35,174 --> 00:24:35,413 conversation, 686 00:24:36,051 --> 00:24:38,046 like I said earlier on 1 end and 687 00:24:38,046 --> 00:24:39,002 and you might be in, 688 00:24:39,960 --> 00:24:41,874 slow back or Russian or 689 00:24:42,592 --> 00:24:42,911 you know, 690 00:24:43,643 --> 00:24:45,633 English on 1 side and this side of 691 00:24:45,633 --> 00:24:48,657 yours is is is receiving English or Italian. 692 00:24:49,613 --> 00:24:51,921 That is today's tech. I mean, it's perfect. 693 00:24:52,080 --> 00:24:52,557 It's real. 694 00:24:53,609 --> 00:24:55,527 And more of that is just about getting 695 00:24:55,527 --> 00:24:57,285 the nuances by vertical industry. 696 00:24:57,925 --> 00:25:00,722 So how do we put health things there 697 00:25:00,722 --> 00:25:03,095 about acronyms and intact or how do we 698 00:25:03,294 --> 00:25:05,046 look at if you're in, you know, some 699 00:25:05,046 --> 00:25:08,016 of our retail or our entertainment spaces, gaming 700 00:25:08,074 --> 00:25:10,066 and newer Nascar. How do we put those 701 00:25:10,066 --> 00:25:11,898 words in that people would understand when you're 702 00:25:11,898 --> 00:25:15,093 talking about times or, you know, anything that's 703 00:25:15,093 --> 00:25:17,555 kind of nuance, but pure language is there 704 00:25:17,555 --> 00:25:20,755 today. So that piece we've invested heavily in 705 00:25:21,144 --> 00:25:22,895 partly enabled our global strategy, 706 00:25:23,293 --> 00:25:25,124 but also, I think clients are starting to 707 00:25:25,124 --> 00:25:25,624 realize 708 00:25:25,999 --> 00:25:27,591 if this is really where the world will 709 00:25:27,591 --> 00:25:29,501 go, and I always say to clients, there's 710 00:25:29,501 --> 00:25:30,616 always being at the bleeding edge, 711 00:25:31,348 --> 00:25:33,181 and the leading edge, and then the edge. 712 00:25:33,740 --> 00:25:35,334 And I would love for them to listen 713 00:25:35,334 --> 00:25:36,849 to me right now at the bleeding edge 714 00:25:36,849 --> 00:25:39,241 and try some things. No production is fine. 715 00:25:39,734 --> 00:25:41,882 When we get to the next level of 716 00:25:41,882 --> 00:25:44,188 that edge, it's gonna start to become a 717 00:25:44,188 --> 00:25:46,630 realization. Don't miss the opportunity to make that 718 00:25:46,749 --> 00:25:48,976 pilot it something more invasive because eventually, it's 719 00:25:48,976 --> 00:25:50,964 gonna be embedded everywhere and we're gonna have 720 00:25:50,964 --> 00:25:52,497 to figure out how to use it. So 721 00:25:52,713 --> 00:25:54,724 that's a place we're very excited about 722 00:25:55,273 --> 00:25:56,867 and then the last piece is is really 723 00:25:56,867 --> 00:25:59,257 our analytics and them informatics we're data guys. 724 00:25:59,894 --> 00:26:01,727 If you think about what we do in 725 00:26:01,727 --> 00:26:03,639 the billions of transactions, we do a year 726 00:26:03,639 --> 00:26:04,276 for our clients, 727 00:26:04,769 --> 00:26:06,282 we have more insights than anyone else in 728 00:26:06,282 --> 00:26:08,114 the world about, what we could do differently 729 00:26:08,114 --> 00:26:10,264 and make that world better. We should turn 730 00:26:10,264 --> 00:26:13,073 those insights into, you know, in effect 731 00:26:13,543 --> 00:26:13,939 assets, 732 00:26:14,652 --> 00:26:16,317 and we started to do that for clients 733 00:26:16,317 --> 00:26:17,822 now. Where we can start to think about 734 00:26:17,822 --> 00:26:18,560 them mat, 735 00:26:19,090 --> 00:26:20,541 you know, patents around 736 00:26:20,929 --> 00:26:24,184 order tracking, order fulfillment reservation matching, 737 00:26:25,295 --> 00:26:27,994 sentiment back into reservation, matching and hit rates 738 00:26:27,994 --> 00:26:28,494 and 739 00:26:28,804 --> 00:26:30,317 how we start to drive a revenue engine, 740 00:26:30,476 --> 00:26:32,069 which is really what we care about is 741 00:26:32,069 --> 00:26:34,458 the business sign. Right? You're not doing something 742 00:26:34,458 --> 00:26:36,370 enables a business problem to be solved and 743 00:26:36,370 --> 00:26:38,456 the work to be grown a company meeting 744 00:26:38,456 --> 00:26:38,854 residue. 745 00:26:39,412 --> 00:26:41,563 The the technology is not worth it. Don't 746 00:26:41,563 --> 00:26:44,613 you have the discussion? Yeah. You you referenced 747 00:26:44,830 --> 00:26:47,434 clients numerous times in in your response and 748 00:26:47,554 --> 00:26:50,098 I know that your client set includes chief 749 00:26:50,098 --> 00:26:52,562 customer officers or chief revenue officers depending on 750 00:26:52,562 --> 00:26:54,629 how it's framed in an organization, chief operating 751 00:26:54,629 --> 00:26:56,378 officers, cheap digital officers, 752 00:26:57,269 --> 00:26:59,103 you've very specifically have held the first the 753 00:26:59,103 --> 00:27:00,539 the the second and third rule is You'd 754 00:27:00,539 --> 00:27:02,693 had many aspects of the of the first 755 00:27:02,693 --> 00:27:04,939 role as well. And I wonder how useful 756 00:27:04,939 --> 00:27:06,448 has it been to be able to speak 757 00:27:06,686 --> 00:27:09,227 as a former peer to clients and customers 758 00:27:09,227 --> 00:27:09,942 in many cases? 759 00:27:10,736 --> 00:27:13,240 I actually had this discussion with Max and 760 00:27:13,299 --> 00:27:14,339 copy yesterday exited it the way back to 761 00:27:14,339 --> 00:27:17,079 the airport. It's really... It's it's a compliment 762 00:27:17,220 --> 00:27:18,500 to me to be able to sit there 763 00:27:18,500 --> 00:27:20,339 and say, well, as a Cio who's listening 764 00:27:20,339 --> 00:27:22,107 to all Ai of the first thing I'm 765 00:27:22,107 --> 00:27:24,169 thinking about is, how do I get the 766 00:27:24,169 --> 00:27:26,073 skills to be competitive in this area so 767 00:27:26,073 --> 00:27:27,897 that all the consultants that are about to 768 00:27:27,897 --> 00:27:28,952 invade my company 769 00:27:29,499 --> 00:27:31,257 have someone to talk to that can keep 770 00:27:31,257 --> 00:27:33,015 up with them and know what we're being 771 00:27:33,015 --> 00:27:33,734 told, you know, 772 00:27:34,453 --> 00:27:35,811 part of it is the truth and 2 773 00:27:35,811 --> 00:27:36,370 it can be done. 774 00:27:37,421 --> 00:27:38,851 So I was always thinking as a Cio. 775 00:27:39,010 --> 00:27:40,440 You know, we've you always had to be 776 00:27:40,440 --> 00:27:42,347 leading the edge. And you you relied on 777 00:27:42,347 --> 00:27:43,301 consultants as partners, 778 00:27:43,857 --> 00:27:45,287 but you also a bit skeptical. 779 00:27:45,779 --> 00:27:47,772 As a chief digital Officer, you you you 780 00:27:47,772 --> 00:27:49,766 wanted all the ideas. So you're, like, tell 781 00:27:49,766 --> 00:27:51,281 me what's going on. I wanna sponge and 782 00:27:51,361 --> 00:27:52,636 I wanna get the best of them I'm 783 00:27:52,636 --> 00:27:54,071 gonna pick my spots where Invest. 784 00:27:54,963 --> 00:27:56,395 And in the business side on the P 785 00:27:56,395 --> 00:27:56,793 and L, 786 00:27:57,669 --> 00:28:00,533 you you really pitch the dynamic that Max 787 00:28:00,533 --> 00:28:01,727 and I were talking about yesterday, 788 00:28:02,299 --> 00:28:03,891 you really don't care how it happens. You 789 00:28:03,891 --> 00:28:05,404 just want it to happen. Right? So you 790 00:28:05,404 --> 00:28:07,076 you have all these people who care about 791 00:28:07,076 --> 00:28:08,827 the widgets and how they're orchestrated and how 792 00:28:08,827 --> 00:28:11,150 they glued together and know, and can they 793 00:28:11,150 --> 00:28:12,264 can be done can be done in the 794 00:28:12,264 --> 00:28:14,253 timeline? Is it enterprise and scale ready? And, 795 00:28:14,412 --> 00:28:16,798 yes, there are lots of people. And I 796 00:28:16,798 --> 00:28:17,991 was 1 of the or 2 of them 797 00:28:17,991 --> 00:28:19,837 who should worry about this. Then when it's 798 00:28:19,837 --> 00:28:21,191 funny when it gets to the business level. 799 00:28:21,350 --> 00:28:23,659 It's like, this is my problem. I don't 800 00:28:23,659 --> 00:28:25,093 care how you solve it just solve it. 801 00:28:25,252 --> 00:28:26,765 Right? So all the efforts they went in, 802 00:28:26,924 --> 00:28:27,902 it seems so 803 00:28:28,374 --> 00:28:30,528 monumental and at the end, please. Just solve 804 00:28:30,528 --> 00:28:32,683 this problem. It's an asset to me to 805 00:28:32,683 --> 00:28:35,657 have had those skills and tap, but also 806 00:28:35,715 --> 00:28:37,402 feels for the people on the other side 807 00:28:37,402 --> 00:28:39,230 of the table because I kinda know, like, 808 00:28:39,310 --> 00:28:40,821 oh, boy, You know, here here we go. 809 00:28:40,980 --> 00:28:44,002 This is another another consultant speak per s, 810 00:28:44,797 --> 00:28:46,644 around these things, and I'm like, we're we're 811 00:28:46,644 --> 00:28:48,482 gonna be real. We're gonna try do stuff 812 00:28:48,482 --> 00:28:49,441 to get... That matters. 813 00:28:50,400 --> 00:28:52,477 But I'm, I'm, it's a luxury for me 814 00:28:52,477 --> 00:28:53,916 for sure, but it's also quite fun. 815 00:28:55,208 --> 00:28:57,514 That's super interesting. We've already talked about a 816 00:28:57,514 --> 00:28:57,912 number of, 817 00:28:58,946 --> 00:29:00,934 salient trends to a business like yours. You 818 00:29:00,934 --> 00:29:03,319 talked about progression from Rpa to, that machine 819 00:29:03,319 --> 00:29:06,351 learning Ai generative Ai, talked about other aspects 820 00:29:06,351 --> 00:29:07,461 of customer experience, 821 00:29:08,095 --> 00:29:09,229 and the the trends 822 00:29:09,601 --> 00:29:12,058 associated with those as well. Anything else as 823 00:29:12,058 --> 00:29:13,982 you look to the future mike that has 824 00:29:13,982 --> 00:29:14,881 you particularly 825 00:29:15,257 --> 00:29:17,247 excited whether it's tech trend or a business 826 00:29:17,247 --> 00:29:19,716 trend or, of, the skills trend, whatever the 827 00:29:19,716 --> 00:29:20,194 case may be. 828 00:29:21,324 --> 00:29:22,758 I think there's there's a bit of a 829 00:29:22,758 --> 00:29:23,794 spectrum that this 830 00:29:24,351 --> 00:29:25,569 Ai world 831 00:29:26,025 --> 00:29:26,525 started 832 00:29:26,901 --> 00:29:28,734 6 or 8 years ago that I... I 833 00:29:28,734 --> 00:29:30,509 still don't hasn't gotten to 834 00:29:31,297 --> 00:29:33,756 the full maturity at the. I actually, I 835 00:29:33,756 --> 00:29:35,049 was lucky enough to 836 00:29:35,580 --> 00:29:36,532 spend a little time on, 837 00:29:37,326 --> 00:29:38,833 5 or 6 years ago that I still 838 00:29:38,833 --> 00:29:40,860 think when it gets there will be 839 00:29:41,476 --> 00:29:43,388 will be the thing that matters. The the 840 00:29:43,388 --> 00:29:45,141 trend I'm watching and the trend that I'm 841 00:29:45,141 --> 00:29:46,597 in most interested in it is 842 00:29:46,908 --> 00:29:49,366 the reason companies aren't adopting Ai at scale 843 00:29:49,366 --> 00:29:51,665 and production is you're still the level of 844 00:29:51,665 --> 00:29:54,147 compliance risk and security that has to be 845 00:29:54,773 --> 00:29:57,401 thought through. We're talking extensive models and testing 846 00:29:57,401 --> 00:29:59,471 and whether the validity to the answer is 847 00:29:59,471 --> 00:30:01,621 correct today, that's just data and fusion into 848 00:30:01,700 --> 00:30:03,549 Ai today. But that that's by I think 849 00:30:03,549 --> 00:30:04,428 sort step 1. 850 00:30:05,547 --> 00:30:08,104 There's sort of a secondary step of when 851 00:30:08,104 --> 00:30:09,942 the model becomes smart enough and the bounds 852 00:30:09,942 --> 00:30:11,700 and expense are tested, then I feel good 853 00:30:11,700 --> 00:30:13,788 enough production, so we can handle my chat 854 00:30:13,788 --> 00:30:16,201 or my Ai system or my virtual human 855 00:30:16,260 --> 00:30:16,738 meta a human. 856 00:30:17,934 --> 00:30:19,608 But then there's a sort of secondary piece 857 00:30:19,608 --> 00:30:20,347 of this 858 00:30:20,977 --> 00:30:21,215 where... 859 00:30:22,247 --> 00:30:24,469 And years ago, 5, 7 years ago, was 860 00:30:24,469 --> 00:30:26,373 called robots as a service. There's still an 861 00:30:26,373 --> 00:30:27,484 industry out there that lives there. 862 00:30:28,213 --> 00:30:30,359 There's a sort of brain that orchestrate a 863 00:30:30,359 --> 00:30:33,618 number of transactions and the Ai become a 864 00:30:33,618 --> 00:30:34,595 layer of these 865 00:30:34,969 --> 00:30:35,469 these 866 00:30:35,779 --> 00:30:37,135 us that go out and do their work 867 00:30:37,135 --> 00:30:38,969 and come back and report back things are 868 00:30:38,969 --> 00:30:40,963 done. It could be just automations of systems 869 00:30:40,963 --> 00:30:41,601 and integration. 870 00:30:42,319 --> 00:30:43,994 And then there's sort of another layer, 871 00:30:45,524 --> 00:30:47,990 where Rpa became the thing, which was a 872 00:30:47,990 --> 00:30:50,376 model and a process together. Right? So I 873 00:30:50,376 --> 00:30:52,865 think the conversions that happens to make this 874 00:30:52,922 --> 00:30:55,003 industry really what it would be and and 875 00:30:55,003 --> 00:30:57,064 and version 4 got us a little bit 876 00:30:57,064 --> 00:31:00,314 of integration on where, Gb went on version 877 00:31:00,314 --> 00:31:02,868 4. But really where Think it's gonna be 878 00:31:02,868 --> 00:31:05,569 quite interesting is when you start the orchestration 879 00:31:05,569 --> 00:31:06,284 at process, 880 00:31:06,681 --> 00:31:08,588 you can then handle the audit issues. 881 00:31:09,318 --> 00:31:10,829 You can know audit to task, 882 00:31:11,306 --> 00:31:13,849 and you know what a machine does, now 883 00:31:14,008 --> 00:31:15,519 I can start to look at that audit 884 00:31:15,519 --> 00:31:17,921 down to a process level. Now I now 885 00:31:18,080 --> 00:31:20,071 I start to pass the hurdles of internal 886 00:31:20,071 --> 00:31:21,425 adoption quite rapidly. 887 00:31:22,062 --> 00:31:23,416 And then when I get to the next 888 00:31:23,416 --> 00:31:25,408 level, which is sort of the neural network 889 00:31:25,408 --> 00:31:25,647 level. 890 00:31:26,378 --> 00:31:26,878 Where 891 00:31:27,251 --> 00:31:29,791 the brain isn't just a brain. It's it 892 00:31:29,791 --> 00:31:32,331 it's a level of nested processes to start 893 00:31:32,331 --> 00:31:34,712 to think about orchestrating many complex things. 894 00:31:35,283 --> 00:31:37,848 Now a company gets to a level of 895 00:31:37,983 --> 00:31:40,525 what would be today's compliance risk and audit 896 00:31:40,525 --> 00:31:43,328 practice around things to get things done, whether 897 00:31:43,796 --> 00:31:45,859 financial processes are x doesn't matter. 898 00:31:46,811 --> 00:31:48,184 I think that convergence 899 00:31:48,874 --> 00:31:50,485 is when the 900 00:31:50,794 --> 00:31:53,262 world explodes, and and this could be adopted 901 00:31:53,262 --> 00:31:54,615 in mass mass scale. 902 00:31:55,411 --> 00:31:57,162 And I still think we're early. We're still 903 00:31:57,162 --> 00:31:58,458 teaching models. We're still 904 00:31:59,166 --> 00:32:01,707 testing expense. We're still looking at validity. We're 905 00:32:01,707 --> 00:32:04,964 tagging images we're labeling things. We're early. 906 00:32:05,520 --> 00:32:06,655 But I think that 907 00:32:07,284 --> 00:32:09,700 convergence conversion of that process hierarchy 908 00:32:10,397 --> 00:32:11,296 network hierarchy 909 00:32:11,754 --> 00:32:12,233 orchestration layer, 910 00:32:12,952 --> 00:32:15,586 it then becomes what is tomorrow. And I 911 00:32:15,586 --> 00:32:16,086 think 912 00:32:16,480 --> 00:32:18,580 we have to think that way in our 913 00:32:18,960 --> 00:32:19,680 Cx journey. 914 00:32:20,480 --> 00:32:22,080 I think everyone has to think that way 915 00:32:22,080 --> 00:32:23,440 in their systems orchestration. 916 00:32:24,014 --> 00:32:26,585 And I think that will be where cloud 917 00:32:27,598 --> 00:32:30,625 process and sort of Ai become it. And 918 00:32:30,705 --> 00:32:32,718 I think the big players figured it out 919 00:32:33,668 --> 00:32:35,424 now they're trying to figure out how to 920 00:32:35,424 --> 00:32:36,701 put it all together and kind of a 921 00:32:36,701 --> 00:32:37,339 common system, 922 00:32:38,536 --> 00:32:40,372 or enable their system to do is for 923 00:32:40,372 --> 00:32:42,301 a step 1. I think that's where it 924 00:32:42,301 --> 00:32:44,136 will go. That that's stuff I love reading 925 00:32:44,136 --> 00:32:45,433 about, I love 926 00:32:45,970 --> 00:32:48,464 I love learning about and poking around 927 00:32:48,842 --> 00:32:50,198 to see where it could possibly go for 928 00:32:50,198 --> 00:32:50,437 us. 929 00:32:51,329 --> 00:32:53,009 Thinking of reading and and learning. 930 00:32:53,490 --> 00:32:55,730 I wonder if there's anything you've recently read 931 00:32:55,730 --> 00:32:58,289 or washed and or listen to that you 932 00:32:58,289 --> 00:32:59,409 particularly recommend to our audience. 933 00:33:00,144 --> 00:33:01,205 Yeah So 934 00:33:01,664 --> 00:33:04,065 so I'm a v gracious data in gist 935 00:33:04,065 --> 00:33:06,945 guy. Like, I love to read. III 936 00:33:06,945 --> 00:33:08,711 read, like, half of the book, and then 937 00:33:08,790 --> 00:33:10,139 I start reading another half of another book. 938 00:33:10,297 --> 00:33:12,201 So I probably have, like, 6 books in 939 00:33:12,201 --> 00:33:14,185 play at takes time and partly the Ad 940 00:33:14,185 --> 00:33:15,558 piece kicks in. But 941 00:33:16,263 --> 00:33:18,275 The 1 book I I finished with Ceo 942 00:33:18,332 --> 00:33:20,958 excellence, which is 3 Mckenzie Partners Wrote. And, 943 00:33:21,117 --> 00:33:23,107 you know, when I was told this is 944 00:33:23,107 --> 00:33:24,778 the job we we'd like you Max to 945 00:33:24,778 --> 00:33:26,624 do. The first thing I always do is 946 00:33:26,624 --> 00:33:28,614 turn to, you know, where can I ingest 947 00:33:28,614 --> 00:33:30,286 a month large amounts of data to put 948 00:33:30,286 --> 00:33:32,436 up to put a plan together, put my 949 00:33:32,436 --> 00:33:33,964 head around the right kinda of thinking? And 950 00:33:34,044 --> 00:33:35,980 I just have to reshape my head around 951 00:33:36,038 --> 00:33:38,431 this new task in there. So that's been 952 00:33:38,431 --> 00:33:40,425 something. 3 3 Mckenzie people cut, I I 953 00:33:40,425 --> 00:33:41,781 like that book. It was very short, break 954 00:33:41,940 --> 00:33:43,636 Chris, but it had a lot of great 955 00:33:44,503 --> 00:33:45,003 examples 956 00:33:45,851 --> 00:33:46,247 of, 957 00:33:46,723 --> 00:33:49,181 a just dimensional thinking, how how problems were 958 00:33:49,181 --> 00:33:51,425 broken down, you know, with really 959 00:33:51,734 --> 00:33:53,095 you need to do for your company to 960 00:33:53,095 --> 00:33:53,815 set the right path. 961 00:33:54,615 --> 00:33:56,455 But I'm also a history buff. So if 962 00:33:56,455 --> 00:33:58,535 you... If you... If there's a book by 963 00:33:58,615 --> 00:34:00,148 We're ron Cher, call titans, 964 00:34:00,787 --> 00:34:02,703 which I... You know, the Rockefeller World, though, 965 00:34:02,783 --> 00:34:04,459 or if it was in Churchill hills world 966 00:34:04,619 --> 00:34:05,438 I love the 967 00:34:05,976 --> 00:34:07,732 the the world around Churchill show in terms 968 00:34:07,732 --> 00:34:10,217 of what he fought in strategies, So those 969 00:34:10,217 --> 00:34:12,047 are the ones I I am just quite 970 00:34:12,047 --> 00:34:14,434 a bit. In addition to watching all of 971 00:34:14,434 --> 00:34:14,990 your podcasts. 972 00:34:16,995 --> 00:34:17,791 Checks in the mail, Mike. 973 00:34:20,021 --> 00:34:21,693 Well, Mike Clifton and thank you so much 974 00:34:21,693 --> 00:34:23,047 for taking a little time with me yet 975 00:34:23,047 --> 00:34:24,582 again, and congratulations 976 00:34:25,134 --> 00:34:28,246 again on your ascent to the c Ceo 977 00:34:28,246 --> 00:34:29,921 role of Laura. Thanks so much for sharing 978 00:34:29,921 --> 00:34:32,076 a bit about what's exciting you in this 979 00:34:32,076 --> 00:34:32,576 role 980 00:34:33,047 --> 00:34:35,037 the various aspects of your career that have 981 00:34:35,037 --> 00:34:37,425 led to it and and the variety of 982 00:34:37,425 --> 00:34:39,335 insights you shared through this conversation I'm so 983 00:34:39,335 --> 00:34:41,733 grateful for it. Yeah. Thank Great. I'm grateful 984 00:34:41,733 --> 00:34:43,241 for you having. I I... Thank you so 985 00:34:43,241 --> 00:34:43,717 much, peter.