Full Transcript for Fool’s Gold: Tech Vendors Are Selling You a Dream – But Handing You a Jigsaw Puzzle | Chris Morrissey, Zoom CX

line between it. 00:04:12.474 --> 00:04:16.764 And sometimes what I've been doing is long enough I think technology. 00:04:17.035 --> 00:04:17.995 Is the difference? 00:04:18.055 --> 00:04:18.264 Yeah. 00:04:18.269 --> 00:04:18.490 Okay. 00:04:19.824 --> 00:04:20.305 Not always. 00:04:20.545 --> 00:04:30.865 technology's not panacea, it doesn't solve all problems, but I think in many cases, technology doesn't enable agents, supervisors, managers, executives to do what they really want to get done. 00:04:31.404 --> 00:04:36.894 So you say, go deliver this and here's a three wheeled wagon, go move these bricks. 00:04:36.894 --> 00:04:36.954 Yeah. 00:04:38.154 --> 00:04:38.725 it's very true. 00:04:39.235 --> 00:04:45.625 we're surrounded by, I have this conversation with someone because of the role I'm in, I'm probably tuned in more. 00:04:45.625 --> 00:04:47.605 So everywhere we go, I'm always looking at what's going on. 00:04:47.634 --> 00:04:52.134 My wife hates going out for dinner with me'cause she's can we just go somewhere where you're not gonna complain? 00:04:52.375 --> 00:04:58.975 And it's not that I complain, I just spot things and I spot opportunities where exactly what you're saying, it's just a slight, it's just a side step. 00:04:59.035 --> 00:05:00.535 It's not even a leap. 00:05:00.625 --> 00:05:00.894 Yeah. 00:05:00.894 --> 00:05:04.675 A side step can take so many of the experiences that we have in our lives. 00:05:04.675 --> 00:05:11.394 Or a seven out of 10 or a six outta 10, which are not so bad that we're not gonna complain, but not so good that we're really gonna come back in a hurry. 00:05:11.514 --> 00:05:11.634 Yeah. 00:05:11.634 --> 00:05:11.814 You're 00:05:11.814 --> 00:05:11.964 not 00:05:11.964 --> 00:05:12.925 helping the promoter support. 00:05:12.925 --> 00:05:13.225 Exactly. 00:05:13.615 --> 00:05:16.134 And you, and it only takes a small shift. 00:05:16.345 --> 00:05:18.894 To go from a seven to a nine and a 10. 00:05:19.105 --> 00:05:19.165 Yeah. 00:05:19.225 --> 00:05:24.475 Really small things and, I agree that technology is a great enabler for a stable to do that. 00:05:26.004 --> 00:05:43.014 and so Chris, just before we dive into the main body of the podcast and, great introduction, just for people watching this who aren't familiar with Zoom other than, during COVID times when they were on the, on a video call to family or it is a way of keeping in touch Zoom in the CX space. 00:05:43.014 --> 00:05:47.725 Just give us a quick explainer about what you're doing, what Zoom is in that space. 00:05:47.814 --> 00:05:47.995 Yeah. 00:05:47.995 --> 00:05:48.685 What kind of things you do. 00:05:48.685 --> 00:05:49.975 And then we'll drive, dive into the podcast. 00:05:50.274 --> 00:05:50.545 Yeah. 00:05:50.785 --> 00:05:52.074 I'll try to make it quick. 00:05:53.319 --> 00:05:56.964 but It's, it is been a very, rapid journey in two years. 00:05:58.074 --> 00:06:03.985 but I think probably one of the most I more important messages we try to get to everybody, zoom as a company is, zoom is much more than meetings. 00:06:03.985 --> 00:06:05.754 And this goes beyond CX landscape too. 00:06:05.785 --> 00:06:08.725 We're talking about events and marketing with, webinars and events. 00:06:09.084 --> 00:06:12.084 We have our, revenue accelerator, we have the CX platform, we. 00:06:12.084 --> 00:06:15.685 have, a IC for the workplace phone. 00:06:16.285 --> 00:06:17.845 There's so much that we offer. 00:06:19.524 --> 00:06:26.845 one of the, good news, bad news with being so well known for having meetings and video is, it's like that's what you're a meetings, video company. 00:06:27.144 --> 00:06:27.324 Yeah. 00:06:28.014 --> 00:06:32.814 now the good news is, we have a very good reputation doing that very well, And, being hyper-focused on our customer. 00:06:33.834 --> 00:06:34.944 but then we have to do education. 00:06:35.125 --> 00:06:37.675 yes, we do that very well, but we have this broader portfolio. 00:06:38.125 --> 00:06:44.454 So about two years ago, I, get a call about, they were looking to really, launch their, they had a CX product market. 00:06:44.454 --> 00:06:47.754 It was, I think at that point it was more like a voice centric, Yeah. 00:06:47.964 --> 00:06:48.779 a CD video. 00:06:49.079 --> 00:06:50.064 I say video. 00:06:50.064 --> 00:06:50.754 Yeah, it was a video 00:06:50.754 --> 00:06:51.415 first for sure. 00:06:52.375 --> 00:06:52.855 yeah, voice. 00:06:52.855 --> 00:06:57.985 They probably, actually, I think they were the first video, native, yeah. 00:06:57.985 --> 00:06:58.464 A CD. 00:07:00.235 --> 00:07:03.654 and I was like, my first reaction it's, It was like, I feel like I'm being punked. 00:07:03.714 --> 00:07:05.904 'cause I don't think Zoom has a contact center platform. 00:07:06.144 --> 00:07:11.394 if my, is my buddy calling me, trying to get me to go, taking interview that doesn't really exist. 00:07:12.384 --> 00:07:15.714 but no, I, and I was actually very impressed with all the people I met in the interview. 00:07:15.714 --> 00:07:26.754 And, I think one of the first things that got me attracted to really come over was the acknowledgement and the willingness to invest that CX isn't a feature of a phone. 00:07:26.754 --> 00:07:27.654 That was my biggest fear. 00:07:28.120 --> 00:07:31.029 No, CX is a discipline, right. 00:07:31.029 --> 00:07:32.319 In all the areas of the business. 00:07:32.319 --> 00:07:32.680 Right. 00:07:32.680 --> 00:07:36.670 It's, sales, how you message who you talk to. 00:07:36.730 --> 00:07:36.939 Yeah. 00:07:37.149 --> 00:07:39.189 Services, partners, ecosystem. 00:07:39.189 --> 00:07:40.360 Everything is different. 00:07:40.629 --> 00:07:48.310 So just because you have a uc platform doesn't mean you've earned the right to be a serious contender in cx. 00:07:48.490 --> 00:07:56.199 And, I, we, these, are conversations I'm having in drill process and all the answers were like, we agree, we want to be

a CX vendor. 00:07:56.439 --> 00:07:59.079 We want to be, we wanna lead it, we want to innovate fast. 00:07:59.769 --> 00:08:00.610 Come help us do it. 00:08:00.610 --> 00:08:01.600 And so that was the answer. 00:08:01.839 --> 00:08:04.329 they were willing to understand it was a discipline Yeah. 00:08:04.870 --> 00:08:05.649 Not a feature. 00:08:06.009 --> 00:08:08.319 And that was a pivotal decision moment for me. 00:08:09.370 --> 00:08:15.879 and, by the way, they have, I say they, as we now, we've honored that in spades, in terms of building the discipline. 00:08:15.879 --> 00:08:16.870 So it's very exciting. 00:08:17.709 --> 00:08:21.295 and we've innovated, and we'll talk even more about this, everything's organic. 00:08:21.459 --> 00:08:26.785 I think it's fairly public knowledge that there's been a couple, rumors in the past about acquisitions. 00:08:26.785 --> 00:08:31.975 are we gonna get into the space through an acquisition or are we gonna, do we do this natively? 00:08:31.975 --> 00:08:48.414 And I think we danced on a couple of those options for a couple years and fast forward in, in two short years, we are all native built on the same Zoom cloud that runs, million plus simultaneous meetings and all that stuff. 00:08:48.595 --> 00:08:52.615 So it's, super exciting about what we're doing with cx. 00:08:52.674 --> 00:08:52.855 Yeah. 00:08:53.095 --> 00:08:54.955 and I think that trajectory is pretty clear. 00:08:55.014 --> 00:09:00.115 I would say, a lot of the analysts in the industry have been very skeptical around Yeah. 00:09:00.340 --> 00:09:04.434 Zoom's kind of, they've always felt actually Zoom can't get there without acquisition. 00:09:04.434 --> 00:09:13.465 And I've seen firsthand that actually to build it organically, taking your time with it, to do it properly has, is starting to now prove dividends. 00:09:13.914 --> 00:09:23.815 You guys are starting to see a lot of success and, that's a real testament to how you've built a discipline within this business to, to treat CX. 00:09:23.815 --> 00:09:30.475 As, as an industry that, you've taken to market With the brand. 00:09:30.534 --> 00:09:32.845 I think the heritage of the brand's been very helpful. 00:09:32.904 --> 00:09:33.325 Very helpful. 00:09:33.835 --> 00:09:46.134 when you turn up to a meeting, and I've said this in the past, haven't I, when you tell a customer you are from Zoom, you've done half the job already because they have such good memories, and I know you always talk about memories. 00:09:46.705 --> 00:09:52.404 It is, they still remember that time during COVID Where, they had that conversation with their grandmother. 00:09:52.644 --> 00:10:00.924 Even one bank manager recently, I was speaking to her and she said, yeah, I see you used to work for Zoom and she just remembers all these great memories from that time. 00:10:00.929 --> 00:10:01.100 Yeah. 00:10:01.315 --> 00:10:01.615 Yeah. 00:10:01.945 --> 00:10:03.445 And, that's great leverage. 00:10:03.625 --> 00:10:07.044 And you are sat in front of a customer and you bring up a brand like this. 00:10:07.044 --> 00:10:07.105 I 00:10:07.105 --> 00:10:10.075 think it's, it's very refreshing to have meetings start that way for sure. 00:10:10.105 --> 00:10:10.284 Yeah. 00:10:11.695 --> 00:10:21.504 but, I do remember, the, one of the things that I took and they asked like, why is Zoom and cx Is it, is seems like a very different trajectory than the path Zoom was on. 00:10:21.879 --> 00:10:29.440 And going back to your point, if you think about the early days when we had the video meetings and you, look at Eric's why, what was he passionate about? 00:10:29.799 --> 00:10:36.009 And yes, he's an amazing, engineer and developer and, the platform is amazing. 00:10:36.009 --> 00:10:40.419 But his why was I wanted people to collaborate and connect better and deliver happiness. 00:10:40.600 --> 00:10:41.620 That was his why. 00:10:41.950 --> 00:10:44.019 But it was with the, through the lens of employees. 00:10:44.080 --> 00:10:44.320 Yes. 00:10:44.500 --> 00:10:44.799 At the time. 00:10:45.100 --> 00:10:45.340 Yeah. 00:10:45.519 --> 00:10:54.009 But if you think about what, so a brand wanted to make sure that their employees collaborated better, experienced happiness, could connect better, a better experience. 00:10:54.009 --> 00:10:54.340 Right. 00:10:54.340 --> 00:10:56.500 Easier, reliable, high quality, all those things. 00:10:56.500 --> 00:10:57.129 Right. 00:10:57.129 --> 00:10:57.190 Yeah. 00:10:57.610 --> 00:11:00.580 Don't brands want that kind of same theme for the customers. 00:11:00.585 --> 00:11:00.674 Extend 00:11:00.674 --> 00:11:00.975 exactly. 00:11:01.039 --> 00:11:03.129 Extend that to your customers, extend that to the customers. 00:11:03.129 --> 00:11:14.200 So I argue, I don't think there's a sharp left that some of our competitors like try to, I think the narrative is easy to say, this is Zoom, like so out of left field for presume to do this. 00:11:14.200 --> 00:11:20.470 I'm like, no, it is actually a very natural progression if you look at the why of Zoom heritage. 00:11:21.549 --> 00:11:21.730 it's 00:11:21.730 --> 00:11:36.009 interesting, in our last podcast I, I threw out this phrase, which was, I think CX has been hijacked, the term CX has been hijacked and in many ways hijacked by technology companies that talk about cx. 00:11:36.909 --> 00:11:40.450 But it's very much from the ven, from the technologist vendor perspective. 00:11:41.889 --> 00:11:51.549 you go on, their a SaaS platform, but they're talking about, we've got CXS and CX that, and really the syn says, you're just interested in selling as licenses or technology into the platform. 00:11:52.779 --> 00:11:55.210 and actually a lot of the thought leadership that you see. 00:11:55.539 --> 00:11:58.809 Out, is very tech vendor driven. 00:11:59.139 --> 00:12:04.419 It's the perspective of people trying to sell platforms into organizations. 00:12:04.450 --> 00:12:04.570

Yeah. 00:12:04.809 --> 00:12:15.985 And not so much people like me that were leading cx In organizations really sharing that, or at least it doesn't seem that they have the same, an equal platform or voice in terms of amplification. 00:12:16.375 --> 00:12:22.764 So when somebody says CX has been hijacked by tech vendors, somebody like me sitting there saying that to you, what's your, take on 00:12:22.764 --> 00:12:22.855 that? 00:12:22.855 --> 00:12:23.875 How do you feel about that? 00:12:24.090 --> 00:12:29.304 I would say there's probably a grain of truth, but for several reasons. 00:12:29.304 --> 00:12:39.565 One is, there's a lot of markets that historically have been adjacent and no one was really super excited to claim they were part of a contact center market. 00:12:39.654 --> 00:12:42.024 That's, it wasn't, it didn't have that sexy name. 00:12:42.024 --> 00:12:44.365 It didn't have this kind of real glamorous appeal. 00:12:44.664 --> 00:12:47.605 It didn't seem like the type of conversations were happening in boardrooms. 00:12:47.904 --> 00:12:54.955 So like ticketing platforms and CRM platforms and other, adjacent just didn't like really. 00:12:55.585 --> 00:12:58.764 Like you do you and we'll do us and We'll coexist forever. 00:12:59.485 --> 00:13:05.125 Customer experience becomes much more of a kind of sign, a strategic boardroom type conversation. 00:13:05.934 --> 00:13:12.024 And then you start talking about system of engagement and system of record, and you really need both to deliver better customer experience. 00:13:14.715 --> 00:13:20.004 more vendors are talking about in being in the space than ever before, This is convergence happening. 00:13:20.394 --> 00:13:28.105 So I think that's one of the reasons it's being hijacked or the perception maybe it's being hijacked, is because way more vendors are talking about it Yeah. 00:13:28.225 --> 00:13:30.534 Than talked about contact centers, say 10 years ago. 00:13:31.044 --> 00:13:36.625 So you're getting it from any vendor that touches any part of that customer journey is a customer experience platform. 00:13:36.625 --> 00:13:38.575 So you'll hear it from every vendor in the journey. 00:13:39.804 --> 00:13:49.794 and then the other thing I, think is interesting is, and you mentioned we talked a little bit about the, kind of the native organic growth, the Zoom versus like acquisitions. 00:13:50.934 --> 00:13:52.705 And, I have, I've written. 00:13:52.705 --> 00:14:02.304 a Kind of a editorial on this, like usually between the hours, like 1:00 AM and 4:00 AM when I'm not sleeping, I just gotta get to print yet, maybe I'll just share it, I don't have to print it. 00:14:05.485 --> 00:14:14.575 but it is like the, and I say like some of the contact center, The vendors out there are tremendous marketers, Like tons of hats off to the marketing, right? 00:14:15.565 --> 00:14:20.125 and the messaging, whether it be product messaging, whether that be how they go about and message the brand.

00:14:21.174 --> 00:14:30.384 and, but one of the things that they all, say on the, product side is like one unified platform orchestration data in one place. 00:14:31.524 --> 00:14:44.394 And if you, really investigate those comments and you scratch the surface, when you say one, is it one because it you have one logo on all those products, Or is it really one shared infrastructure that's driving it all. 00:14:46.105 --> 00:14:49.315 and, by the way, like I'm a huge fan of M&A, so I'm not saying M&A is not an approach. 00:14:49.315 --> 00:14:50.125 I, in fact. 00:14:50.965 --> 00:15:28.029 I, know Zoom's very inquisitive in the market all the time, but, the point being is if the reason Zoom could innovate so fast, and I think it surprised analysts, customers, partners, like it surprised a lot of people how fast is, because there's a lot of technical debt We've taken a premise platform tying it to this cloud platform, tying it to this other cloud platform that was acquired, tying it to this OEM product here, and then building in a way where user wise, administration wise, workflow wise, all operates as one. 00:15:28.059 --> 00:15:28.120 Yeah. 00:15:28.120 --> 00:15:29.825 Tremendous amount of technical debt there. 00:15:30.610 --> 00:15:37.809 And that's not, I, that's not innovation debt, That's just make it work as it used to together better debt. 00:15:38.110 --> 00:15:38.259 Yeah. 00:15:38.559 --> 00:15:40.240 And with Zoom, and we have none of that. 00:15:40.330 --> 00:15:41.500 Everything is just innovation. 00:15:41.804 --> 00:15:41.985 yeah. 00:15:42.580 --> 00:15:42.789 Yeah. 00:15:42.850 --> 00:15:44.679 Because the plumbing is just, it's a given stay already. 00:15:45.065 --> 00:15:45.264 Yeah. 00:15:45.490 --> 00:15:51.370 And I think there's a huge focus in getting the plumbing right, just connecting all the dots together between the different systems. 00:15:51.745 --> 00:16:01.264 It's e even to be, honest with you, a lot of customers that, that I come across are still over there right now where they've got all these systems being plumbed together. 00:16:02.004 --> 00:16:05.725 And they are trying to figure out how we can try and consolidate this. 00:16:06.144 --> 00:16:14.335 And, there is a lot of pressure coming from customers and hence why we're seeing, in the market right now, Cognigy has been acquired by your previous employer. 00:16:14.365 --> 00:16:14.514 Yep. 00:16:14.754 --> 00:16:18.024 We've seen, VERINT and Calabrio kind of join forces. 00:16:18.205 --> 00:16:23.934 So there's, this pressure because customers are like, I don't want to buy a separate workforce management solution. 00:16:24.294 --> 00:16:27.294 I don't want a separate vendor for my, even my CRM maybe. 00:16:27.414 --> 00:16:27.595 Sure. 00:16:27.595 --> 00:16:36.654 And actually we hear it from CRM, owners to, they're telling, they're putting pressure on their CRM, but we just want you guys to handle everything, CX related. 00:16:37.465 --> 00:16:40.735 and the, irony being that's exactly what the customers on the outside want. 00:16:40.735 --> 00:16:42.294 Simple, easy, stress, free. 00:16:44.065 --> 00:16:46.254 the same principles drive that internal experience. 00:16:47.215 --> 00:16:50.769 if I'm leading CX in an organization, I wanna work with a partner or a vendor Yeah. 00:16:50.950 --> 00:16:54.730 who's going to make it simple, easy and stressful for me to, deal with. 00:16:55.311 --> 00:16:58.210 And I don't wanna be worrying about 15 different platforms. 00:16:58.779 --> 00:17:00.039 different ways that this connects. 00:17:00.250 --> 00:17:02.440 That's the plumbing you are the expert, you are the plumber. 00:17:02.440 --> 00:17:03.490 You help me fix that. 00:17:03.549 --> 00:17:03.730 Yeah. 00:17:03.820 --> 00:17:05.710 What I'm worried about is the outcome. 00:17:06.069 --> 00:17:06.220 Yeah. 00:17:06.730 --> 00:17:11.559 What am I, what am my customers gonna feel on the other end of this when they call in the future? 00:17:11.740 --> 00:17:12.250 Is it better? 00:17:12.250 --> 00:17:12.910 Is it worse? 00:17:13.035 --> 00:17:13.720 Is it the same? 00:17:14.410 --> 00:17:17.890 when they interact with my website, my chat bot, is it the better, the same the way? 00:17:17.890 --> 00:17:19.960 like how is that really gonna manifest itself? 00:17:19.990 --> 00:17:26.843 'cause what I'm worried about and what I'm concerned about is my whole gambit is I want customers to come back, tell their friends and spend more. 00:17:27.173 --> 00:17:31.403 if it's not achieving those three outcomes, I, why am I doing what I'm doing? 00:17:31.403 --> 00:17:31.643 Yeah. 00:17:31.913 --> 00:17:35.393 And so the technology has to enable that to happen. 00:17:35.633 --> 00:17:36.712 And I think sometimes. 00:17:37.042 --> 00:17:42.593 Internally, at least the conversation people can get caught in it being focused on the tech. 00:17:42.653 --> 00:17:55.428 And we're talking about the value that a great partner can add, which is, it's not just the implementation of the technology, but actually it's that how do I leverage that platform and maximize the features that I brought? 00:17:56.242 --> 00:18:00.143 I think I posted the other day about, I'm a member of 19 different loyalty programs. 00:18:00.173 --> 00:18:07.073 I probably use three, but they've all got these benefits, but no one's reminding me about the benefits I've got in those loyalty programs. 00:18:07.282 --> 00:18:09.563 So that I sign up to something else and they go, oh, you get free coffee. 00:18:09.563 --> 00:18:09.712 with it. 00:18:09.712 --> 00:18:24.173 say, oh, that's great, but then I forget that I've got it with Octopus and I've got it with, compare the market and I've got it with, and so in, in that, and if you take that analogy in an organization, people can run off and find different point to point solutions for specific problems. 00:18:24.173 --> 00:18:24.232 Yeah. 00:18:24.653 --> 00:18:29.932 And you end up with, I think

somebody, I think Nerys Corfield, when I was on a podcast with her, she. 00:18:30.113 --> 00:18:35.242 termed the phrase Franken stack, like a Franken stack of technology that's just stumbling together. 00:18:36.232 --> 00:18:45.607 and, you end up with that and, actually often if you look inwardly at what you have, you can get the results you're looking for from technology. 00:18:45.607 --> 00:18:54.728 You've already got deployed in the organization, but I just don't think a, those conversations internally happen enough, but also from the outside, the partners Yeah. 00:18:54.817 --> 00:18:58.387 and vendors that you're in aren't driving that conversation enough either. 00:18:58.688 --> 00:18:59.077 Yeah. 00:18:59.083 --> 00:18:59.262 Yeah. 00:18:59.468 --> 00:19:00.367 It's, it is difficult. 00:19:00.607 --> 00:19:10.567 I think everybody's trying to solve for this problem right now because we are all motivated and driven by, how we're compensated ultimately. 00:19:10.778 --> 00:19:19.867 So when you, sold a solution into a customer, what's the incentive for the vendor or even the partner to keep going back in and say, are you getting value from it? 00:19:19.867 --> 00:19:21.127 Let's spend some time together. 00:19:21.127 --> 00:19:22.567 Let's understand your business better. 00:19:23.123 --> 00:19:31.403 So if somebody has to compensate some, the, partner or the vendor to, to, help the customer get more value from the solution. 00:19:31.403 --> 00:19:37.942 But the danger is, as you've said, these point solutions still continue to happen in the world of cloud and a credit card. 00:19:38.393 --> 00:19:47.377 You can just go in and just go and buy, a chat bot to deal with, but then it's not solving the bigger problem for you and you're not looking at it holistically. 00:19:47.597 --> 00:19:52.942 And I think this is where Zoom's taking a bit of a different approach is trying to join those dots together. 00:19:53.063 --> 00:19:53.393 Yeah. 00:19:53.992 --> 00:19:59.182 it has its challenges like I must say, but, what's your perception on, consolidation? 00:19:59.482 --> 00:19:59.782 Yeah. 00:19:59.823 --> 00:20:01.403 I don't think it's an either or. 00:20:01.643 --> 00:20:03.442 like, you have to do both, right? 00:20:03.442 --> 00:20:04.073 In this day and age. 00:20:04.073 --> 00:20:15.593 So anyone that cave in and said you want ticketing and bots and CRM and digital channels, okay, buy me and I don't touch to any other PLA platform. 00:20:15.893 --> 00:20:16.103 Yeah. 00:20:16.583 --> 00:20:17.212 You're not gonna win. 00:20:18.113 --> 00:20:18.863 It is not realistic. 00:20:19.073 --> 00:20:25.553 So you have to say, we have the capabilities to all these things, but we'll meet you right at your journey, if that means you want to. 00:20:25.553 --> 00:20:30.563 use this voice bot and this WFM and this kind of agent platform, we can bring those together. 00:20:30.563 --> 00:20:33.923 So I think you'll need part of that for at least the foreseeable future. 00:20:35.782 --> 00:20:41.542 'cause the reality is back to the Franken stack, which, I've, heard for years in this space. 00:20:42.593 --> 00:20:53.542 but it's, like those all have like different contract end dates, different durations, different versions, so As a brand, I'm like, I can't just replace all of'em. 00:20:53.542 --> 00:20:58.883 I have three years left on this contract, three months left on this one, this one I just renewed for five years. 00:20:59.512 --> 00:21:01.913 So they have different life cycles they're dealing with Yeah. 00:21:02.242 --> 00:21:02.873 Financially too. 00:21:02.873 --> 00:21:08.678 So they, just, even if it exists, I can't just rip everything out and I'm gonna keep this core platform. 00:21:08.708 --> 00:21:10.057 Do you work for that platform? 00:21:10.238 --> 00:21:10.387 Yeah. 00:21:10.387 --> 00:21:11.377 And you have to say yes. 00:21:11.438 --> 00:21:11.678 Yeah. 00:21:12.692 --> 00:21:13.492 that's, make it work. 00:21:13.563 --> 00:21:13.853 Yeah. 00:21:14.198 --> 00:21:19.637 now the, extreme now is in to your point in the world of Voicebots. 00:21:19.657 --> 00:21:19.718 Yeah. 00:21:20.857 --> 00:21:22.448 I think, three started today. 00:21:23.377 --> 00:21:29.827 five started yesterday, there's a, I don't, I can't even tell you how many of them are right now. 00:21:31.807 --> 00:21:33.577 and I know about this many of'em. 00:21:33.907 --> 00:21:36.907 and that's and a list this, and that's probably 20, right? 00:21:36.907 --> 00:21:39.367 So there's way more that I don't know. 00:21:40.538 --> 00:21:41.228 and some of'em are good. 00:21:41.228 --> 00:21:48.038 Like it's not even that they, they're good or they're bad, but this market will not support 250 voice bot vendors Yeah. 00:21:48.637 --> 00:21:49.508 in 18 months from now. 00:21:49.567 --> 00:21:51.758 They will be massive consolidation. 00:21:51.758 --> 00:21:57.428 There will be, I think, oggi, it was very smart to be one of the early, year, the valuation is very impressive. 00:21:57.428 --> 00:22:00.337 So congratulations to both Nice and Coe on that one. 00:22:00.337 --> 00:22:00.397 Yeah. 00:22:01.657 --> 00:22:07.928 but I don't think you're gonna see the day of for much longer where there might be one or two more. 00:22:08.347 --> 00:22:18.127 But after that, a$10 million revenue voice bot company isn't gonna command 700 million, 800 million, it's just not gonna be worth that. 00:22:19.478 --> 00:22:23.228 because there's 200 other vendors are gonna be like 5 million, 2 million, 10 million. 00:22:23.258 --> 00:22:23.857 1 million. 00:22:23.978 --> 00:22:24.218 Yeah. 00:22:24.278 --> 00:22:51.847 So I think my, my, my argue to that is that there, there is still this thing around best in class and when you have an organization that's totally focused on delivering the best possible voice spot they can, like a poly AI or a cognitive whatever, they can really refine that product to deliver a real, really good

experience and likes of Nice, obviously I'm not sure what they're gonna do with Cognigy but they've got different focuses and different priorities. 00:22:52.117 --> 00:22:54.998 So eventually it will become one product, maybe. 00:22:55.327 --> 00:23:03.067 Become CX one, part of CX one, will it continue to innovate at the same level as, an individual product? 00:23:03.127 --> 00:23:08.883 And I think that's, I think there's still always a space for best in class when it comes to capabilities like a voice bot. 00:23:09.282 --> 00:23:10.478 Because it's such a big thing right now. 00:23:10.627 --> 00:23:10.778 Yeah. 00:23:10.988 --> 00:23:12.877 and yeah, like we would. 00:23:13.327 --> 00:23:16.448 I think we're at a place now where Zoom would say, we have a virtual agent we'd love to show it to. 00:23:16.448 --> 00:23:16.567 you. 00:23:16.567 --> 00:23:19.057 We'd love to share our roadmap and some use cases. 00:23:19.478 --> 00:23:27.248 But if it's a or if it's a, yellow or poly or pick one, we'll work with'em too. 00:23:27.428 --> 00:23:27.488 Yeah. 00:23:27.788 --> 00:23:28.567 There is value. 00:23:28.567 --> 00:23:37.837 However, I think in a, unified experience,'cause in that journey, ideally all the calls are contained right. 00:23:37.988 --> 00:23:39.038 In the self-service. 00:23:39.337 --> 00:23:39.488 Yeah. 00:23:39.788 --> 00:23:48.188 If they're not, you need a seamless, flow to a human, where that human has con contextual awareness, content of what happened, All that. 00:23:48.188 --> 00:23:49.897 So all that knowledge needs to be transferred. 00:23:49.897 --> 00:23:50.678 Seamless to an agent. 00:23:50.678 --> 00:23:54.458 So it's a continuous conversation, not like, how can I help you? 00:23:54.458 --> 00:23:59.228 Like I just talking to a bot for an hour, don't ask me the same questions kind of thing. 00:23:59.228 --> 00:24:02.377 It's your fault for speaking to a bot right now that is also dry. 00:24:02.678 --> 00:24:04.208 Usually give about six seconds and I'm out. 00:24:04.298 --> 00:24:04.508 Yeah. 00:24:05.048 --> 00:24:10.928 but then also if you think about a unified platform and you can look at human engagements, right? 00:24:10.928 --> 00:24:20.917 Like Human to, customer engagements and bought to customer engagements and look at them Unified in terms of measure them the same. 00:24:20.978 --> 00:24:22.087 What's being happening? 00:24:22.087 --> 00:24:23.018 Where do you hire? 00:24:23.018 --> 00:24:24.488 Where's the lowest customer effort? 00:24:24.488 --> 00:24:25.688 Where's the highest csat? 00:24:26.107 --> 00:24:37.928 Use your best calls between your human agents and your customers to actually train your voice bot and use your best voice bot engagements to train your humans. 00:24:37.958 --> 00:24:44.167 'cause through expert assist and guidance, and at the same time, keeping'em the same experience. 00:24:44.917 --> 00:25:02.482 cause if these are siloed experience where I have this really cool voice bot doing

this thing over here and I have this really cool expert assist solution over here, guiding humans this way, invariably what you're doing is you're creating a different experience depending upon how you engage with the brand, which I would argue that's not what brands want to 00:25:02.482 --> 00:25:02.722 do. 00:25:02.782 --> 00:25:03.653 No, it's not. 00:25:03.653 --> 00:25:04.282 It is funny. 00:25:04.823 --> 00:25:10.883 And again, they what we're trying to achieve on the outside No, like I said at the top, I've been involved with this industry for 30 years. 00:25:10.883 --> 00:25:16.913 and I have heard year after year, omnichannel, seamless experience. 00:25:16.913 --> 00:25:25.373 Every report says customers want seamless experience and we tried to deliver that to on the outside, but on the inside you've still got agents dealing with five or six different screens. 00:25:25.403 --> 00:25:25.613 Yeah. 00:25:25.823 --> 00:25:27.022 Seven or eight different systems. 00:25:27.323 --> 00:25:27.472 yeah. 00:25:27.772 --> 00:25:30.143 having to transfer customers from one team to another team. 00:25:30.143 --> 00:25:37.823 'cause they can't access that'cause of, access protocol or, not being able to train them on knowledge because they don't know that product or service. 00:25:37.883 --> 00:25:39.772 And so how can you ever deliver that? 00:25:39.803 --> 00:25:42.682 The omni the UN unified thing is really from the outside As a customer. 00:25:42.742 --> 00:25:47.992 I want to feel like it's seamless and I want to feel like it all hangs together on internally. 00:25:48.667 --> 00:25:52.597 That's your job to deliver it, but you can't deliver it if it's all, if it's all, 00:25:53.647 --> 00:25:54.008 separate. 00:25:54.008 --> 00:26:03.667 Yeah, that was, that's, you said it much more eloquently than I, I think I used a three wheel wagon, but, your six screens that agents have to navigate is the same thing. 00:26:03.667 --> 00:26:07.117 We're like, here's six screens, copy here, open that one paste, pull up the knowledge. 00:26:07.508 --> 00:26:09.518 And by the way, your number one job is to. 00:26:09.817 --> 00:26:10.718 Keep the customer happy. 00:26:10.778 --> 00:26:11.048 Yeah. 00:26:11.137 --> 00:26:14.468 You're like, but here's 85 manual steps you have to do while you're doing that. 00:26:14.468 --> 00:26:14.887 Yeah. 00:26:14.887 --> 00:26:16.778 You just gave that agent a three wheeled wagon. 00:26:16.807 --> 00:26:18.188 They want to do the right thing. 00:26:18.337 --> 00:26:18.548 Yeah. 00:26:18.637 --> 00:26:19.208 It's just hard. 00:26:19.208 --> 00:26:19.778 Exactly. 00:26:19.778 --> 00:26:25.417 You're taking away their ability to refocus on the customer and listen and understand and interact. 00:26:25.417 --> 00:26:31.417 And then we're penalizing them in core evaluations where they're not doing that because they're distracted by navigating all of these systems. 00:26:31.417 --> 00:26:31.508 Yeah. 00:26:31.508 --> 00:26:32.498 Have

you seen my screen here? 00:26:32.647 --> 00:26:32.827 Yeah. 00:26:33.012 --> 00:26:33.303 Yeah. 00:26:33.303 --> 00:26:35.137 you seen, I've got a copy and past this from this. 00:26:35.347 --> 00:26:35.528 Yeah. 00:26:35.538 --> 00:26:35.917 I feel for it is 00:26:36.383 --> 00:26:38.738 a, it's a, it could be a thankless job in many ways. 00:26:38.738 --> 00:26:39.097 Yeah. 00:26:39.107 --> 00:26:39.637 It, is. 00:26:40.788 --> 00:26:53.377 and I guess just building that out, so I, you know, what I'm hearing in there, and you said it, clearly it's part of Zoom's, founding values, principles, vision around this whole collaborative piece, allowing people to collaborate. 00:26:53.377 --> 00:26:54.488 And I think what I'm hearing there is. 00:26:55.268 --> 00:27:13.268 Yeah, you're gonna have vendors at different points in their cycle, different points of contract, but really the key here is those that will win are gonna be those that can play nice with other people to, are nice as in not the places to work, but but who can play nice with each other, have that connectivity, work with other platforms and integrate into something existing. 00:27:13.567 --> 00:27:13.807 Yeah. 00:27:15.038 --> 00:27:17.077 and add to that experience and make it better, 00:27:17.377 --> 00:27:17.708 Yeah. 00:27:18.008 --> 00:27:19.508 rather than having to rip out stuff. 00:27:19.508 --> 00:27:34.298 And I think the other value thing is, if I'm sitting there as a vendor I'm going, actually if I increase the adoption rate for my client of how much they're using on my platform, when it does come to renewal, when it does come to it is time to think about do you wanna switch or stay? 00:27:34.748 --> 00:27:39.788 I'm so wedded to you because it's so ingrained in what we do that it makes it really hard. 00:27:40.268 --> 00:27:40.508 yeah. 00:27:40.508 --> 00:27:48.367 For me to leave for all the right reasons because I'm getting value out of the and, we talked, touched a little bit on customer success. 00:27:48.758 --> 00:27:56.347 Earlier on in our preparation around this and we were talking about, it started as a, it's a Reba account manager still very much this, Yeah. 00:27:56.377 --> 00:28:00.607 in many cases, it's still very much, how many more licenses can I upsell, cross sell, whatever. 00:28:01.268 --> 00:28:06.518 But at the investment in it is really how do I work with the client To help'em to get best value about what I've sold them. 00:28:07.028 --> 00:28:14.498 Because to the previous point, the more that they're using my platform, they're more as a, and then they become an internal advocate for it. 00:28:15.097 --> 00:28:15.307 Yeah. 00:28:15.998 --> 00:28:25.448 the, greater their propensity to wanna stick with something they know then go for, nobody wants to be the CEO, the wakes at the following morning after tech deployment and finds that it's all fallen down. 00:28:25.478 --> 00:28:25.538 Yeah. 00:28:25.657 --> 00:28:26.377 Nothing's working. 00:28:26.377 --> 00:28:28.867 Customers are screaming like, it's going crazy. 00:28:29.198 --> 00:28:36.278 You, want a good night's sleep and be able to get, not that they sleep very well at night anyway, but, you wanna be able to, you don't want the headlines for those reasons. 00:28:36.942 --> 00:28:37.627 yeah, And, 00:28:37.928 --> 00:28:42.127 and I think from a technical standpoint, you've got, techies, people look after these environments. 00:28:42.682 --> 00:28:46.583 Obviously they, just want the, can you keep the lights on for us? 00:28:46.732 --> 00:28:50.962 Yeah, Can the service remain on sometimes that's all that's needed? 00:28:51.022 --> 00:28:51.232 Yeah. 00:28:51.292 --> 00:28:52.163 And that's good enough. 00:28:52.613 --> 00:29:02.482 But I think what we're talking about here is real innovation is when you've got a vendor like Zoom, who, who's where, by which you don't need to worry about those things anymore. 00:29:03.113 --> 00:29:07.252 And you don't need a huge technical team either to support that environment. 00:29:07.643 --> 00:29:10.913 You can, the CX team can focus more on it. 00:29:10.913 --> 00:29:24.173 And I think that gap is becoming a little bit closer now, where, we certainly, when one working customers, particularly around cx, there is still the technical teams that we work with to help, spin these solutions up. 00:29:24.532 --> 00:29:35.198 But once they're up and running, you want to just hand that off to a CX user, supervisors the agent, and give everybody the freedom to be able to get the best value out of that product. 00:29:35.298 --> 00:29:38.123 And a lot of that, just going back to the adoption piece. 00:29:38.857 --> 00:29:42.577 I think it's just the enablement is so cr crucial and so critical. 00:29:42.577 --> 00:29:50.617 It's making sure that from the outset you are doing the hard yards to ensure that the solution is built fit for purpose. 00:29:51.038 --> 00:30:03.667 And not just, I've, had an a, I did an AI workshop, while ago, and, they were like, tell us every single a AI feature that's available on the complex center, Let's list everything. 00:30:04.417 --> 00:30:06.788 I was like, okay, where to begin. 00:30:07.867 --> 00:30:08.317 exactly. 00:30:08.738 --> 00:30:14.258 but, so we did, we went through that exercise, but what does this actually mean to you users? 00:30:15.458 --> 00:30:19.357 Let's, this, it's gotta be a two way workshop and exercise. 00:30:20.048 --> 00:30:25.732 it's like the, I think in the last podcast I use example, so WD 40 is, a great example of. 00:30:26.063 --> 00:30:31.042 They never say what their product is for, it's the people that use the product that say that these are the uses for it. 00:30:31.042 --> 00:30:31.583 So they haven't 00:30:31.583 --> 00:30:31.972 limited 00:30:31.972 --> 00:30:32.633 it in their marketing. 00:30:32.633 --> 00:30:33.508 Say, WD 40. 00:30:33.817 --> 00:30:33.938 I, do. 00:30:34.018 --> 00:30:36.113 I do know they want at least

three in every household. 00:30:37.807 --> 00:30:39.292 Look at how 00:30:39.292 --> 00:30:40.972 many, look at how many uses there are for that product. 00:30:40.972 --> 00:30:44.722 And those are by users who have played with the product and discovered. 00:30:45.022 --> 00:30:51.292 And I think in a similar way, people can play with the platform and understand what the potentials are, what some of the features are. 00:30:51.292 --> 00:30:59.962 But if they're, allowed to experiment with it, run with it, they can find those novel cases to go, actually we can deploy it this way and solve this problem. 00:31:00.232 --> 00:31:02.903 But it comes back to the, rather than the list of features. 00:31:02.903 --> 00:31:04.577 Let's talk about what are the things that we're trying to solve. 00:31:04.978 --> 00:31:06.232 What are the problems that we've got right now? 00:31:06.833 --> 00:31:11.482 And just pivoting a little bit in the conversation, you were talking to organizations about deployments. 00:31:11.903 --> 00:31:16.192 What are the big sitting vendor side or platform side? 00:31:16.192 --> 00:31:21.923 What are the big mistakes that you see or you, witness in the boardroom or in those conversations that businesses are making 00:31:22.762 --> 00:31:23.722 when they're thinking about. 00:31:25.343 --> 00:31:38.799 I think like you hit on our topic, like the actual adoption use case transformation, continuous investment in, not, necessarily the product, but in like how you're gonna transform your CX strategy. 00:31:38.799 --> 00:31:52.845 No, it's not an event, But in, in implementing a new CX platform, in my opinion, it's not an event where I implemented, I deployed event, done, trained good next project, It's, a life cycle. 00:31:53.440 --> 00:32:04.869 Especially when you have products like Zoom that innovate so fast that, three months from now, there'll be all kinds of things that you should be able to take care of advantage of. 00:32:05.230 --> 00:32:07.750 I think it's a little, a lot of vendors accountability to make sure. 00:32:08.890 --> 00:32:12.099 as much as we can, that the customers are at least aware of what they are. 00:32:12.339 --> 00:32:20.319 Make it easy for them to train, communications online training, but there's a much different motion on. 00:32:20.950 --> 00:32:23.319 How to use and how to optimize. 00:32:23.470 --> 00:32:23.650 Yeah. 00:32:23.950 --> 00:32:27.220 How to use as I click these buttons, I'd be able to form auto QM or whatever. 00:32:27.220 --> 00:32:28.480 It's, I have This is how you do it. 00:32:28.779 --> 00:32:28.839 Yeah. 00:32:29.289 --> 00:32:29.650 Okay. 00:32:29.650 --> 00:32:32.589 But even if I know, how did I change my business? 00:32:32.619 --> 00:32:33.819 Did I look at the right things? 00:32:33.819 --> 00:32:35.559 And that's really how to optimize. 00:32:35.559 --> 00:32:44.200 I would, that's how I define the difference and how to optimize oftentimes isn't staying within one vendor swim lane. 00:32:45.460 --> 00:32:55.464 If you really wanna optimize you use a little bit of this from your voice bot and you had a better workflow to your agent force as an example, Yeah. 00:32:56.035 --> 00:33:02.605 or ServiceNow, and then you actually had this knowledge, let's say you're in a glean world or something like that, right? 00:33:02.934 --> 00:33:06.295 for indexing and you tied all this stuff together. 00:33:06.295 --> 00:33:08.545 Now you're optimizing the customer experience. 00:33:09.444 --> 00:33:16.345 No one vendor's really gonna be great at that because our domain knowledge is very, deep in. 00:33:16.914 --> 00:33:20.934 Our product set and we can help if on train and how to optimize our product set. 00:33:21.835 --> 00:33:46.750 But we can't necessarily, I think partners are the best ones'cause they know ticketing very well and Zoom very well and clean and they're agnostic and you may not need these three features from Zoom use these four from Salesforce, these 27 from Zoom, I'm back this one from someone else. 00:33:46.960 --> 00:33:48.430 But that might be the right answer. 00:33:48.490 --> 00:33:48.640 Yeah. 00:33:49.329 --> 00:33:52.180 so I think but ultimately is the vendor, right? 00:33:52.359 --> 00:33:52.420 Yeah. 00:33:52.430 --> 00:34:05.170 And, how the vendor impacts that is do we as a vendor enable partners to be aware of what our product does and where we integrate with other platforms and how we integrate and what are our APIs look like and what our SDKs look like. 00:34:05.529 --> 00:34:11.920 So our partners can go and, amplify that value to a large customer base more than any vendor. 00:34:12.550 --> 00:34:15.764 I don't think any CX vendor back to your point, everyone's a CX vendor these days. 00:34:16.539 --> 00:34:22.150 Can do it without a healthy partner ecosystem of, as a part of the strategy. 00:34:22.449 --> 00:34:22.599 Yeah. 00:34:22.900 --> 00:34:23.139 Yeah. 00:34:23.409 --> 00:34:40.630 it's going back to that whole point around joining the dots together for the customer is there and, understanding how the, customers operate their business processes, what the other systems that they have and taking a bit of an ownership as to going in confidently and saying, look, we can help you solve these issues. 00:34:41.349 --> 00:34:46.119 And, it's never as simple as enabling the technology, like what I say to every customer. 00:34:46.119 --> 00:34:46.900 That's the easy part. 00:34:46.900 --> 00:34:46.960 Yeah. 00:34:47.500 --> 00:34:54.909 honestly, that is, that's how to use, it's going back to the optimization, it's going back to, let's under really understand your process. 00:34:54.909 --> 00:34:58.750 Sometimes the processes are driven by legacy technology as well, what we are finding. 00:34:59.170 --> 00:35:04.570 So it's here's a chance now for us to take, let's take a step back. 00:35:05.409 --> 00:35:10.210 Maybe let's improve the process because now we've got this new technology that just

deliver that. 00:35:10.269 --> 00:35:10.570 Yeah. 00:35:10.965 --> 00:35:15.480 And maybe part of the kind of challenge or the, I guess the transition we've got right now is. 00:35:15.715 --> 00:35:26.635 At the moment, a lot of the technology conversations, particularly the AI space, are being led by technologists, people that understand the mechanics of how it works, and models and agent agents. 00:35:26.635 --> 00:35:35.094 And I thought it's not Voodoo Black, it's a little, I'm sure it's like a, it, if you've seen the new Superman movie. 00:35:35.230 --> 00:35:41.485 It's like a, it's a row of monkeys just in the background typing away but but we were talking and that's it. 00:35:41.485 --> 00:35:48.054 and I said, I saw this really great clip from one of the ex, guy, ex senior execs at Meta, I think it was. 00:35:48.114 --> 00:35:58.824 And he was talking about refrigeration and he said that, AI's at a place where refrigeration was important, it was a great invention, changed the world, and people that invented refrigeration made money. 00:35:59.155 --> 00:36:01.405 But the people that really made money were Coca-Cola. 00:36:01.405 --> 00:36:03.505 'cause Coca-Cola used refrigeration Yeah. 00:36:03.804 --> 00:36:04.885 to enable their product. 00:36:04.914 --> 00:36:10.525 And in a similar way, I think there's a point now we're reaching where the conversation's very tech become. 00:36:10.824 --> 00:36:13.074 Currently very tech led about the mechanics. 00:36:13.554 --> 00:36:17.335 We're starting to get into organizations, really getting their head around what's our Coca-Cola moment? 00:36:17.635 --> 00:36:22.525 What's the deployment that's gonna really transform this, for our customers. 00:36:22.585 --> 00:36:40.344 And one of the things that I've been chatting about recently is the excite, I think the exciting opportunities for contact centers to finally be able to flip themselves from a, cost center to a value center, not by adding revenue lines through cross sell and upsell, but by actually the richness of insight that it collects. 00:36:40.375 --> 00:36:45.295 'cause the volume of contact, a contact an average of 30,000 calls a week or whatever it is. 00:36:46.434 --> 00:36:50.394 if you take the average call in, there's probably about six, 700 words of conversation in there. 00:36:50.394 --> 00:36:54.744 Versus a survey that might get a, 5% response rate and three or four words in a box. 00:36:55.344 --> 00:36:55.795 The rich. 00:36:56.059 --> 00:37:03.565 And, you are hearing from a greater spread of customers, the richness of insight you get in there can be so informative to other teams in the business. 00:37:03.565 --> 00:37:07.914 So actually that whole mindset of shift in the contact center leader and the CX leader. 00:37:08.815 --> 00:37:11.784 To be able to sell into the rest of the organization. 00:37:11.784 --> 00:37:17.094 the value of this insight, I think there's a really interesting, opportunity coming up. 00:37:17.184 --> 00:37:17.454 Yeah. 00:37:17.485 --> 00:37:18.655 For people that get there quick. 00:37:18.655 --> 00:37:18.684 I 00:37:18.684 --> 00:37:20.275 think that's the next big thing. 00:37:20.574 --> 00:37:21.920 And now we're gonna touch on the future. 00:37:22.400 --> 00:37:28.764 That, we've got AI and, all these capabilities now, digital experiences and everything else. 00:37:29.094 --> 00:37:32.574 It's all, that's a great way to be able to respond to a customer. 00:37:33.264 --> 00:37:43.735 How do we get ahead of the game using that insight to really drive change in a business that can help, deliver a better product, better service in the future? 00:37:44.545 --> 00:37:45.059 Do you think we, we ai 00:37:47.065 --> 00:37:50.304 I think every, everyone's talking about AI for sure, right? 00:37:50.304 --> 00:37:55.014 Everyone's at different stages of and do we start just internally with maybe agent guidance? 00:37:55.014 --> 00:37:56.724 Do we start with something very simple? 00:37:56.784 --> 00:37:56.934 Yeah. 00:37:56.994 --> 00:37:58.195 But very, powerful. 00:37:58.195 --> 00:37:59.304 Like wrap up notes. 00:37:59.335 --> 00:37:59.605 Yes. 00:37:59.605 --> 00:37:59.875 exactly. 00:38:00.474 --> 00:38:06.114 that's, you're not, that's like tip very small of what AI can do, but very powerful. 00:38:06.114 --> 00:38:10.344 So what I say Start somewhere because it's gonna move very fast. 00:38:10.644 --> 00:38:16.704 And, that was another, maybe other thing was last week and, the comment was made is like, there's no gonna be, there's gonna be no fast followers in ai. 00:38:17.005 --> 00:38:17.215 Yeah. 00:38:17.605 --> 00:38:18.925 You're a leader or you're behind. 00:38:18.925 --> 00:38:19.195 Right? 00:38:19.195 --> 00:38:20.724 it is gonna happen that fast. 00:38:20.724 --> 00:38:23.094 So starve doing something. 00:38:23.905 --> 00:38:40.284 and then a comment that you made earlier, which playing on the, like the, CX platform and, having one platform to connect everything and, ai, I think one of the challenges that we're seeing is like, how, do I use ai? 00:38:40.284 --> 00:38:42.385 And then all of a sudden you start embracing other people and like. 00:38:42.894 --> 00:38:45.715 you have privacy concerns, you have legal concerns, right? 00:38:45.715 --> 00:38:48.085 And you have all these other kind of conversations popping up. 00:38:48.534 --> 00:39:01.315 But I love when we talk to customers and whether be myself or our team here, if technology wasn't a barrier, like if you, like, forget what you're experiencing, like how would you reimagine customer experience? 00:39:01.315 --> 00:39:05.934 And I'm not talking about just contact centers, like I think some vendors think. 00:39:07.224 --> 00:39:11.905 Customer experience is the minute someone calls you and the minute you end that call, that's customer experience. 00:39:12.085 --> 00:39:13.405 I'm, the tip of the iceberg. 00:39:13.405 --> 00:39:14.815 What about when they go to stores?

00:39:14.875 --> 00:39:15.025 Yeah. 00:39:15.114 --> 00:39:21.954 Or they go to a dental office or they go to a medical office, or they go to the website or they, they go to a restaurant or they go to the hospitality. 00:39:21.954 --> 00:39:24.534 All those things are touch points, that the customer experience. 00:39:25.224 --> 00:39:44.710 So if you could connect that journey, whether they actually called on the contact center or chat with you, or called like someone in finance that wasn't on the contact center platform or wanted to go to a kiosk experience or wanted a video for an eye test or a video, I would say there's, two times I always want video on I'm talking about my health or my money. 00:39:44.925 --> 00:39:47.110 I want, I wanna see you, I wanna see you. 00:39:48.309 --> 00:39:50.349 Those two things, everything else can be digital. 00:39:50.829 --> 00:39:52.510 but there's value to video, right? 00:39:52.510 --> 00:39:52.570 Yeah. 00:39:53.530 --> 00:40:04.389 so I, I think when you have those conversations and you really start like imagining, imagin this, then you realize it gets super exciting and the reason they're not doing it isn't because. 00:40:04.929 --> 00:40:07.150 These practice leaders have never imagined it. 00:40:07.239 --> 00:40:09.789 Many of them come up with ideas that I could never even think of. 00:40:09.789 --> 00:40:15.264 They're like, the, problem is, The technology doesn't allow them to implement what they want to deliver. 00:40:15.324 --> 00:40:15.625 Yeah. 00:40:15.925 --> 00:40:18.864 So if you like start taking those barriers down. 00:40:19.074 --> 00:40:19.284 Yeah. 00:40:19.405 --> 00:40:30.114 Like the conversations got very interesting and and I always say think Zoom is, in a better position to actually deliver on the outcomes of those, call it borderless CX conversations. 00:40:30.119 --> 00:40:30.280 Yeah. 00:40:30.414 --> 00:40:30.655 Yeah. 00:40:30.900 --> 00:40:38.454 and that connects in the dots thing is it, is coming up with the idea and the imagination of the, future is not difficult in terms of the experience you want deliver, it. 00:40:39.025 --> 00:40:41.304 but the moment you start thinking about how do I make that happen? 00:40:42.204 --> 00:40:52.224 That becomes very hard for somebody who's not the technologies, who's in the organization, putting out fires nine to five, then, Preparing papers for the next meeting, who's running from thing to think. 00:40:52.224 --> 00:40:53.875 They don't have the bandwidth to think about that. 00:40:54.235 --> 00:41:03.114 It's people like us that are able to go in and help them with that fresh thinking and that ability to think and your point about the, again, the collaboration piece about connectivity. 00:41:03.114 --> 00:41:13.150 There's a difference between an agent getting a course, somebody that says, I called yesterday, and this is what he talked about, versus I called yesterday, by the way, he also went into the store and spoke to Alice Yeah. 00:41:13.269 --> 00:41:15.940 and he also went online and tried to do this in account. 00:41:15.940 --> 00:41:27.070 So now when I've got the summary, it's not just, here's what was the last interaction, here's what's been happening over the last few days, that's gonna give you some contextualization To what he's probably calling about, or could be calling about? 00:41:27.130 --> 00:41:27.309 Yeah. 00:41:27.429 --> 00:41:29.980 Then how do I empower you to have that better conversation? 00:41:30.250 --> 00:41:30.309 Yeah. 00:41:31.239 --> 00:41:38.380 and the, great thing is, that whether even outside of the contact center, just in our own lives, we're being exposed to more and more of this. 00:41:38.380 --> 00:41:46.960 If you go on Google right now, you get an a summary right at the top of the results people, the way that people use chat, G chatGPT gives'em the sort of a thing in my business I use. 00:41:47.869 --> 00:41:52.150 Otter AI note taker on most of my calls, summarizes the conversation. 00:41:52.150 --> 00:41:55.625 Gives em the, we're, using the Zoom's got a flavor of that Yeah. 00:41:55.625 --> 00:41:55.824 Yeah. 00:41:56.005 --> 00:41:57.264 Zoom's got a note taker as well. 00:41:57.394 --> 00:41:58.704 There are other things available. 00:42:01.085 --> 00:42:12.969 but all of those kind of things help make life easier as our customers get used to that outside of our environment, when they come to deal with you, they're just gonna expect you to have A similar sort of thing. 00:42:13.719 --> 00:42:24.940 a young person starting in an organization right now sitting in front of a computer that's, 10 years old or whatever it is that can't does it, that works slower than the device in their pocket. 00:42:25.059 --> 00:42:25.210 Yeah. 00:42:25.269 --> 00:42:26.349 Becomes a frustration. 00:42:26.349 --> 00:42:26.469 Yeah. 00:42:26.619 --> 00:42:33.429 they can seamlessly move from app to app on a device, but yeah, I've gotta have three different screens open, four different browsers and but like that. 00:42:33.460 --> 00:42:40.510 Those are the frustrations that then they're not gonna affect internally is on, attrition, and do they want stay in that role? 00:42:40.510 --> 00:42:43.360 Or Why do I want to navigate this difficult technology when I can? 00:42:44.019 --> 00:42:44.260 yeah. 00:42:44.530 --> 00:42:59.764 in modern technology and, not just contact center, like everything we, are, the Ubers of the world are drive, ride, share, I should or online video on demand, like very general categories or staying like digital hotels or whatever brand that category is, right? 00:43:00.050 --> 00:43:01.960 The switching costs is so easy. 00:43:02.739 --> 00:43:06.610 it's like literally you could switch brand loyalty in, three seconds. 00:43:06.880 --> 00:43:08.409 I'm no longer doing Lyft and doing Uber. 00:43:08.409 --> 00:43:09.489 I'm no longer doing Airbnb. 00:43:10.269 --> 00:43:16.030 whatever case, whichever it goes, the

battleground is gonna be in the experience, Is what I believe. 00:43:16.059 --> 00:43:16.300 Yeah. 00:43:16.420 --> 00:43:22.929 And then if you go to brands, and the questions I'll say is in the conversations or like you have at your company. 00:43:23.650 --> 00:43:29.679 if I asked you like, who in your company is accountable for ensuring that your customers are happy? 00:43:31.030 --> 00:43:35.380 I don't think any business leader's answer would be like, oh, it's those four people out there. 00:43:37.030 --> 00:43:38.980 what about, No, I'm not the contact center. 00:43:39.309 --> 00:43:40.449 That's the contact center people. 00:43:40.750 --> 00:43:43.239 The answer typically is business of any size. 00:43:43.239 --> 00:43:48.369 And I'll tell you at Zoom a hundred percent Eric's viewpoint, who's accountable for sure. 00:43:48.369 --> 00:43:49.480 Our customers are happy. 00:43:49.960 --> 00:43:50.980 Every single employee. 00:43:51.280 --> 00:43:52.150 Every single one of you. 00:43:52.922 --> 00:43:53.139 Right. 00:43:53.440 --> 00:43:54.760 there's a problem, you help'em. 00:43:55.922 --> 00:44:07.644 And if that technology, like it's a, it is a very easy, simple, powerful kind of culture principle, but if your technology doesn't make that easy, right, you can't really deliver it. 00:44:07.644 --> 00:44:12.085 But I think the days were like, that's why I say contact center is like long in the tooth. 00:44:12.085 --> 00:44:19.014 It is it assumes like those four people, there are contact center people are in charge of making sure our customer's happy. 00:44:20.005 --> 00:44:21.175 I build product. 00:44:21.235 --> 00:44:23.364 You sell product, but we all have roles. 00:44:23.364 --> 00:44:27.385 But I think customer experience is a horizontal, it is practice. 00:44:27.385 --> 00:44:27.715 hundred percent. 00:44:27.744 --> 00:44:30.114 Not a vertical practice as a department. 00:44:30.114 --> 00:44:30.474 Yeah. 00:44:30.804 --> 00:44:32.815 And if you think about horizontal Yeah. 00:44:32.905 --> 00:44:36.655 CX is a horizontal practice, again, technology conversations take a different path. 00:44:36.655 --> 00:44:36.954 Yeah. 00:44:37.269 --> 00:44:38.065 Workflows stay a different path, 00:44:38.844 --> 00:44:55.135 But do you not think that's, because like in many kind of enterprises, those that are leading the CX vision are not cut across these other, because other department, you can talk about marketing or maybe even, sales. 00:44:55.135 --> 00:44:56.304 Sales for instance. 00:44:56.815 --> 00:45:00.385 Internal meetings, products often, how often are they speaking to the CX leaders? 00:45:00.744 --> 00:45:07.344 Is it not incumbent on the CX leader to really step in and almost dictate actually this is how we should be? 00:45:07.405 --> 00:45:08.815 So I think, I I think there's 00:45:08.815 --> 00:45:09.414 two things in there. 00:45:09.414 --> 00:45:09.925 I think. 00:45:10.045 --> 00:45:14.335 we've talked about this before, the understanding of what CX is, we talked about it front. 00:45:14.335 --> 00:45:16.099 is more than the contact center. 00:45:16.500 --> 00:45:18.894 It is not just that kind of thing, that kind of bit. 00:45:19.284 --> 00:45:23.605 But whereas if you ask most people what sales and marketing is, most people could tell you what it is. 00:45:24.445 --> 00:45:30.980 When I go to dinner parties and if I say to somebody, I'm working in customer experience, their eyes is eyes lays over and they don't know what I'm talking about. 00:45:31.960 --> 00:45:34.764 And so you have to explain any a different That's why I tell people I'm a race car driver. 00:45:34.824 --> 00:45:34.914 Yeah. 00:45:34.914 --> 00:45:35.340 That's it. 00:45:36.099 --> 00:45:36.625 I should do that. 00:45:37.855 --> 00:45:38.215 Yeah. 00:45:38.304 --> 00:45:39.715 I just tell people I'm a Bollywood actor. 00:45:39.715 --> 00:45:39.985 or something. 00:45:41.844 --> 00:45:43.135 so I think there's partly that. 00:45:43.139 --> 00:45:49.297 Then I think the second thing is, that, again, most people leading CX and organizations have landed there by accident. 00:45:49.297 --> 00:45:53.802 They've grown out of a contact center or customer service function or sometimes a HR function. 00:45:54.518 --> 00:46:01.867 And so they have a vertical they've grown up into, but they've not been naturally pushed out broader across the, different teams. 00:46:02.168 --> 00:46:09.217 And I think the value really is, that, is, because you have that horizontal Perspective, you have a unique vantage point that your colleagues don't have. 00:46:10.088 --> 00:46:17.753 So the level of awareness you can give to the team is much broader because you are speaking to customers across the different point of the journey. 00:46:18.318 --> 00:46:36.637 Your teams are gathering insight from, not just, that, those that got through and managed to speak to you and buy from you and do business with you, but you're also hearing from customers who have tried to and not been able to, you're also hearing from customers who are leaving in their drawers and saying, listen, you better get this right, or that we're shifting that intelligence is really valuable. 00:46:36.938 --> 00:46:37.117 Yeah. 00:46:37.268 --> 00:46:51.188 But if you are just sharing that in a board report with your vertical that says, these are the five complaint reasons, these are the five top calls, this is what our NPS is, and it's just a dashboard, and that's what's coming out month in, month out, a people become desensitized to it because they don't know what it means. 00:46:51.637 --> 00:46:57.248 You've gotta bring it to life through that storytelling and really help shape in the room. 00:46:57.458 --> 00:46:58.688 What customers are feeling. 00:46:58.807 --> 00:47:03.518 And I just think that a lot of people struggle to do that, not because they're not bright and intelligent. 00:47:03.938 --> 00:47:05.137 they're really smart people. 00:47:05.407 -->

00:47:12.382 But I think it's getting used to that broader, that broader ability to network across the organization to speak language. 00:47:12.382 --> 00:47:12.487 It's difficult, it's 00:47:12.518 --> 00:47:25.597 difficult to do that, but I think just going back to, I think a lot of the times it's difficult to surface that kind of information because you don't trust perhaps information that's coming out of the technology that you have. 00:47:25.597 --> 00:47:28.952 And I think this is where we can play, with things like ai. 00:47:29.722 --> 00:47:35.092 You can start to be more confident in being able to extract that level of insight and intelligence. 00:47:35.393 --> 00:47:36.773 And I, don't think we've got there yet. 00:47:36.777 --> 00:47:39.083 And I think there's, obviously a clear design. 00:47:39.262 --> 00:47:40.972 you, we are hearing vendors talk about it. 00:47:41.152 --> 00:47:43.103 Salesforce are a massive advocate of this. 00:47:43.103 --> 00:47:44.873 They've got a ton of case studies now. 00:47:44.873 --> 00:47:46.943 They, I think I mentioned Japan recently. 00:47:46.943 --> 00:47:53.753 They've been going quite aggressive in Japan around using AI to, to deliver this insight and intelligence. 00:47:53.757 --> 00:47:53.797 Yeah. 00:47:53.802 --> 00:48:05.393 And I think once you've got that, you're giving your CX leader the power to really confidently go across the business and say, look, we've got, real intelligence here to help drive Yeah. 00:48:05.393 --> 00:48:06.833 Huge outcomes for the business. 00:48:06.862 --> 00:48:07.132 Yeah. 00:48:07.137 --> 00:48:07.197 Yeah. 00:48:07.432 --> 00:48:08.753 And I think that's the tipping point. 00:48:08.753 --> 00:48:13.492 If we can figure out a way to do deliver that and where you, want to win. 00:48:13.918 --> 00:48:24.143 and I think two things need to happen is, one is you need that internal CX advocate champion that's willing to go and have non-ST status quo conversations. 00:48:24.413 --> 00:48:31.222 But you also equally need, call it at the C-suite executive leadership, people that are willing to listen. 00:48:31.402 --> 00:48:35.032 And understand CX is a differentiator when those two things come together. 00:48:35.782 --> 00:48:39.443 yes, I think CX is a definitely competitive differentiator for our brand. 00:48:40.222 --> 00:48:43.913 And then you have a someone that's willing to challenge task go, Imagine this. 00:48:44.213 --> 00:48:44.362 Yeah. 00:48:44.753 --> 00:48:45.862 Magic can happen, Yeah. 00:48:46.282 --> 00:48:49.342 But if one of those two things are missing, it's gonna be slow. 00:48:49.347 --> 00:48:49.418 Yeah. 00:48:49.672 --> 00:48:52.043 And I, think, both of those things happen. 00:48:52.432 --> 00:48:54.742 It is gonna be slow and I think that. 00:48:54.893 --> 00:48:57.083 unfortunately, you can't wait for one of those things to happen. 00:48:57.172 --> 00:48:59.693 You can't wait for a board to go, okay, we're ready to listen. 00:49:00.083 -->

00:49:02.422 Come and tell me if you're gonna dry change. 00:49:02.422 --> 00:49:05.663 You've gotta, you've gotta put your neck out a little bit here. 00:49:05.663 --> 00:49:07.163 You've got to be that evangelist. 00:49:07.253 --> 00:49:07.313 Yeah. 00:49:07.492 --> 00:49:11.722 That person saying this says, no, this is why I need, this is a, I'm giving you some awareness here. 00:49:11.963 --> 00:49:21.652 It's like that friend where they're doing a behavior again and again and you can see it, but they can't, but you, it's your job to tell them, I can see this because you're doing it for the best intention. 00:49:22.432 --> 00:49:26.918 And the second thing is, if you're a board who's ready to listen and you're not getting Yeah, that lead, right? 00:49:26.918 --> 00:49:27.157 Yeah. 00:49:27.398 --> 00:49:32.257 you need to facilitate that either through bringing them up and going, Hey, don't just gimme the report every month. 00:49:32.288 --> 00:49:33.188 I want to know this. 00:49:33.188 --> 00:49:35.077 Or you need to make a change. 00:49:36.188 --> 00:49:41.137 And, when that happens and you get that balance of, oh, sorry, you get that I'm even call it balance. 00:49:41.137 --> 00:49:48.188 to get the integration of somebody who's leading cx, who's willing to put their neck out the line, is bringing you, interesting insight. 00:49:49.208 --> 00:49:53.677 bringing you some things to look at, to really bring to life what's going on as well as a board that's prepared to 00:49:53.677 --> 00:49:53.947 listen. 00:49:54.353 --> 00:49:54.643 Yeah. 00:49:54.818 --> 00:49:56.887 That is your, yeah, I think you're spot on. 00:49:56.887 --> 00:50:02.557 And I think, I'm very self-reflective as a person, as a company, as a CX practice. 00:50:02.677 --> 00:50:08.018 And I think a lot of that onus is on vendors to let these practice leaders know that's even a possibility. 00:50:09.157 --> 00:50:17.288 So even if I was a practice leader and I didn't, and I had these dreams but I'm like, but that doesn't exist out there, then I'm not gonna go bark up a tree. 00:50:17.407 --> 00:50:19.177 'cause it doesn't, what I try to solve for doesn't stick. 00:50:19.177 --> 00:50:26.918 So like we go and let these practice leaders, like, listen, you can have these different kind of conversations Like that capability does exist. 00:50:27.097 --> 00:50:29.827 Maybe not on the platform you're on today, but it does exist. 00:50:29.887 --> 00:50:29.947 Yeah. 00:50:30.188 --> 00:50:31.657 And now they're like, okay, great. 00:50:31.657 --> 00:50:33.038 Now I, I feel educated. 00:50:33.577 --> 00:50:37.867 cause some vendors, our job, I always say, we're not always like there to sell. 00:50:37.867 --> 00:50:38.588 We're there to educate. 00:50:39.547 --> 00:50:43.027 And if we educate and we listen, we will get a customer. 00:50:43.568 --> 00:50:48.038 If we don't listen and we don't educate and we're just trying to sell, then we don't deserve a Customer. 00:50:48.277 --> 00:50:49.867 We need to understand what the customer's trying to get done. 00:50:50.918 --> 00:50:59.438 but if we can let them know, then that practice leader's more emboldened to go and say, I had a wild dream and someone validated my dream wasn't that crazy, so we should do it. 00:51:00.367 --> 00:51:00.668 Right. 00:51:01.112 --> 00:51:11.257 and I think that's where we, going back to your point around vision, that these potential CX leaders have, and they've always been, li limited by the technology. 00:51:12.427 --> 00:51:19.418 I'm now coming across situations where it's starting to, the balance is going the other way where the innovation is. 00:51:19.943 --> 00:51:22.487 Coming in thick and fast, like a bit too quick, in fact. 00:51:22.487 --> 00:51:22.728 Yeah. 00:51:23.032 --> 00:51:28.498 But, can't, we're not even getting the basics Fully adopted yet. 00:51:28.523 --> 00:51:28.793 Sure. 00:51:28.797 --> 00:51:28.967 Yeah. 00:51:28.972 --> 00:51:29.092 Yeah. 00:51:29.543 --> 00:51:32.543 and they're way behind what Yeah. 00:51:32.543 --> 00:51:33.688 The likes of you guys talk about. 00:51:35.273 --> 00:51:43.943 I go into a customer meeting and way we're looking at transforming their CX and we may want to start the conversation with all the innovation. 00:51:43.943 --> 00:51:46.027 It's that's all well and good, but Yeah. 00:51:46.163 --> 00:51:47.452 We haven't got the basics right. 00:51:47.992 --> 00:51:48.052 No. 00:51:48.052 --> 00:51:51.413 We don't have, AI summarization right now, enabled. 00:51:51.413 --> 00:51:56.722 So it is, a journey that everybody's on and everybody's journey slightly different. 00:51:56.722 --> 00:51:57.052 Yeah. 00:51:57.112 --> 00:51:59.932 And I think it's, always appreciating that fact. 00:52:00.713 --> 00:52:04.972 whilst the technology is way ahead, it takes, time to get, and reach out. 00:52:05.663 --> 00:52:05.873 Yeah. 00:52:05.963 --> 00:52:09.773 And my analogy is, I have a lot of'em, they're not always good. 00:52:09.777 --> 00:52:09.887 Yeah. 00:52:10.012 --> 00:52:14.902 But bear with me here, but sometimes you just don't want to go a squirrel hunting with an elephant gun. 00:52:14.963 --> 00:52:15.083 Yeah. 00:52:16.253 --> 00:52:23.242 If, all they need is like, their big desire, listen, we've rallied around, this is our use case right now. 00:52:23.242 --> 00:52:24.682 We want to add WhatsApp as a channel. 00:52:25.583 --> 00:52:26.182 Great. 00:52:26.572 --> 00:52:27.353 Let's do that. 00:52:28.253 --> 00:52:36.773 But if you like, great, and then you just incessantly like just throw up on them about the 500 other features they didn't ask for, Yeah. 00:52:36.893 --> 00:52:37.733 you're not listening. 00:52:38.572 --> 00:52:42.472 So meet them where they're at, let them know you can help'em and say. 00:52:42.773 --> 00:52:45.023 But once we run, I just want you to know these other things. 00:52:45.023 --> 00:52:45.293 We can do. 00:52:45.293 --> 00:52:46.342 take five minutes just so

you know. 00:52:46.342 --> 00:52:46.702 We do'em. 00:52:46.733 --> 00:52:50.572 'cause I don't want someone else to come in and tell you They do'em and we don't. 00:52:51.742 --> 00:52:52.762 but let's meet you Where're at. 00:52:52.762 --> 00:52:54.592 Let's get you this WhatsApp up and running. 00:52:54.893 --> 00:52:55.193 Yeah. 00:52:55.253 --> 00:52:57.083 It just goes back to that for me. 00:52:57.143 --> 00:52:57.382 Great. 00:52:57.382 --> 00:52:59.302 CX is once you know your customer. 00:53:00.083 --> 00:53:00.322 Exactly. 00:53:00.333 --> 00:53:12.532 I read this, report from Gartner and top 500 companies, leaders and companies were, quite transparent about the fact that only 14 to 15% felt they knew their customers. 00:53:13.132 --> 00:53:13.822 And again. 00:53:14.240 --> 00:53:14.842 Why is that? 00:53:14.842 --> 00:53:15.893 Why is there such a gap? 00:53:15.983 --> 00:53:19.463 Why do you not know your customers what they want, what drives them? 00:53:20.393 --> 00:53:23.992 you've got the intelligence now you've got the data there to figure this stuff out. 00:53:23.992 --> 00:53:29.963 Surely once you understand your customer, then clearly you, can deliver a much better experience. 00:53:29.963 --> 00:53:29.972 Yeah. 00:53:29.972 --> 00:53:30.748 it Completely understand. 00:53:30.887 --> 00:53:32.213 It completely begins with that. 00:53:32.543 --> 00:53:34.253 it's just like in your relationship. 00:53:34.702 --> 00:53:37.043 if you're married and you ask your wife, are you okay? 00:53:37.043 --> 00:53:37.853 And she says, yes. 00:53:38.333 --> 00:53:45.382 when she means it, and when she's actually saying no, and you're in trouble and you need to go do something, like you can tell you, from the signals, right? 00:53:45.382 --> 00:53:49.132 You have that intelligence or I say, if you have to ask, you already know the answer. 00:53:50.887 --> 00:53:52.148 You that honeymoon period. 00:53:53.137 --> 00:53:53.947 Exactly right. 00:53:53.947 --> 00:53:54.353 That's it. 00:53:54.353 --> 00:53:56.302 But over a period you gather that data. 00:53:57.413 --> 00:54:17.737 and in organizations, if that, that data's just not been unleashed to the level that it can be potentially unleashed and put into the hands of people that, maybe in years gone by, would've been in an MI dashboard or Power BI dashboard, or in Tableau or somewhere that somebody's trying to visualize it, but actually, democratizing it putting into people's hands and say, this is what customers are saying. 00:54:17.887 --> 00:54:19.838 This is how you can use it in product development and design. 00:54:19.838 --> 00:54:21.608 This is how you use it in your commercial strategy. 00:54:21.608 --> 00:54:24.217 This is how you use it in marketing and brand design. 00:54:24.217 --> 00:54:28.208 This is how you use it in premises design and all those kind of things. 00:54:28.208 --> 00:54:30.157 But it's, done at that kind of scale. 00:54:30.217 --> 00:54:30.398 Yeah. 00:54:31.358 --> 00:54:32.407 in a really, powerful way. 00:54:32.407 --> 00:54:41.708 And I think we're an exciting thing where the future isn't just while we're talking about the future, a nice little segue to take us into the, I guess the last part of this conversation. 00:54:42.367 --> 00:54:47.947 If you were to transport yourself five years from now, where do you see all of this going? 00:54:48.367 --> 00:54:49.418 What's, your view? 00:54:49.717 --> 00:54:51.518 I'd be on a beach somewhere for sure. 00:54:53.858 --> 00:54:54.307 For that. 00:54:55.898 --> 00:55:05.947 no, that aside, I think five years, it's, and I heard a podcast recently where someone says don't, like strategy in five years is that's like the stupidest thing you've ever heard, right? 00:55:06.128 --> 00:55:09.487 it's like things are changing so fast, you're lucky to get a one year strategy. 00:55:10.702 --> 00:55:26.842 but that being said, like just about Zoom specifically, we have a lot of like, really cool chat GPT like interfaces coming on top of all of our CX and, call it telephony data where you can just engage with it about questions against your. 00:55:27.443 --> 00:55:41.362 Unstructured data, the voice conversations and chats with your structured data, like whether we pull in the CM data or talk time agent, ID duration and just ask a question like, Hey, average handle time is going up. 00:55:41.362 --> 00:55:42.052 What's happening? 00:55:42.052 --> 00:55:56.003 And it could talk about, your look at your WFM data and say you roll, your scheduling was off and your call, average call duration went up over here, but those average call went out because it was talking about this topic, which doesn't look at all the data and just tell you. 00:55:56.003 --> 00:55:56.063 Yeah. 00:55:56.782 --> 00:55:59.655 Which, like, and I'm, and this is coming out. 00:55:59.784 --> 00:56:01.304 I, I shouldn't even actually share yet. 00:56:03.045 --> 00:56:23.355 Let's not get you in trouble, Wanna, but the concept, but if you fast forward beyond that, like it's just forgetting like CCaaS vendors or CRM vendors, what I would love to see, because I am ambitiously lazy person, is like a Chris Morrissey agent that interfaces with every brand's agent in the world. 00:56:24.195 --> 00:56:25.065 And I can say. 00:56:25.784 --> 00:56:30.554 Hey, Chris Pop, I want to go to Barcelona on Delta Airlines. 00:56:30.554 --> 00:56:36.105 I'd love to stay at a boutique hotel near, gothic quarter. 00:56:36.525 --> 00:56:38.835 And I have some points at this hotel. 00:56:38.835 --> 00:56:41.264 So there's a brand affiliated with that hotel. 00:56:41.594 --> 00:56:45.315 I prefer first class if you can negotiate a good deal for me. 00:56:45.614 --> 00:56:45.704 Okay. 00:56:47.030 --> 00:56:49.244 and, you just, and I like dinner reservations at a nice top. 00:56:49.335 --> 00:57:05.594 restaurant Thursday night, just, and then crisp B Guess that's done in like seconds talking to Delta bot and Hilton

Bot and OpenTable bot or whatever other bots are out there, To complete those tasks. 00:57:06.375 --> 00:57:09.554 And'cause those things can happen like instantly, 00:57:09.855 --> 00:57:10.155 Yeah. 00:57:11.025 --> 00:57:14.505 And it comes back to here's your itinerary and then you can opt in. 00:57:14.715 --> 00:57:18.614 do I want to say yes I want that, or do I just say I trust you, Chris? 00:57:18.735 --> 00:57:19.005 Yeah. 00:57:19.125 --> 00:57:23.925 Which no one ever says, but would you say I trust you, Chris, go and just book it Or do I want options. 00:57:24.014 --> 00:57:34.094 Yeah, I think that this bot to bot framework, not just from brand to brand, not like just CM to CC, but I'm talking like consumer to brand Bob experience. 00:57:34.155 --> 00:57:34.514 Yeah. 00:57:35.744 --> 00:57:37.755 a lot of people talk about that, but you gave me five years. 00:57:37.755 --> 00:57:38.480 Yeah, I gave, you five years. 00:57:39.460 --> 00:57:48.585 I'm still a, I think, I look at a lot of, so I used to DJ years ago and I look at current like modern DJs. 00:57:48.585 --> 00:58:03.885 and got all this technology that beat match is for you and it tells you the next right records for, I'm still at the age where you pull that vinyl out your crate, you put it down and you were beat matching live and you had that feel of the record and you were just, you were adjusting it to get it to beat match and you were doing it manually. 00:58:04.215 --> 00:58:12.255 So I, I think that the role of the but to get, to make some of that easier, choose the right record'cause it tells you it's gonna beat match. 00:58:12.380 --> 00:58:13.815 'cause it's gonna do, this is gonna increase that. 00:58:14.025 --> 00:58:18.525 But still some of that involvement from a human experience perspective in the experience. 00:58:18.974 --> 00:58:19.275 great. 00:58:19.275 --> 00:58:20.054 Gimme the five options. 00:58:20.054 --> 00:58:21.014 Can you put three hotels. 00:58:21.405 --> 00:58:22.094 two restaurants. 00:58:22.190 --> 00:58:22.500 exactly. 00:58:22.579 --> 00:58:30.289 I still wanna be involved in some of that kind of, otherwise you everything becomes a task and you lose that experiential size. 00:58:30.554 --> 00:58:30.585 I, 00:58:30.590 --> 00:58:31.019 I would argue that. 00:58:31.949 --> 00:58:35.940 The end outcome here is a great holiday traveling first class. 00:58:35.940 --> 00:58:36.000 Yeah. 00:58:36.300 --> 00:58:39.659 You get to sit exactly where you want in the restaurant of your choice. 00:58:39.690 --> 00:58:39.989 Yeah. 00:58:40.380 --> 00:58:42.480 If you can achieve those outcomes Yeah. 00:58:42.570 --> 00:58:43.230 With a bot. 00:58:43.380 --> 00:58:43.710 Yeah. 00:58:44.039 --> 00:58:44.730 Who cares? 00:58:45.360 --> 00:58:50.190 Who cares That you've not had to, negotiate with a really real human being. 00:58:50.190 --> 00:58:50.250 Yeah. 00:58:50.909 --> 00:58:53.070 so I, get, I think there could be options. 00:58:53.219 --> 00:58:53.519

It doesn't 00:58:53.519 --> 00:58:54.809 have to be all or one, it can come back. 00:58:54.809 --> 00:58:57.719 We found three hotel recommendations, three restaurant recommendations. 00:58:57.719 --> 00:58:58.349 I like that one. 00:58:58.349 --> 00:58:58.769 That one I want. 00:58:58.800 --> 00:58:59.039 Yeah. 00:58:59.039 --> 00:58:59.489 Thank you. 00:58:59.610 --> 00:58:59.969 Yeah. 00:59:00.840 --> 00:59:00.989 Yeah. 00:59:01.230 --> 00:59:07.889 But the thing is that may, not be, that may be, there may be biased there because you've got bot to bot conversations. 00:59:08.159 --> 00:59:11.250 when you have, when you speak to human beings that, look, help me out here. 00:59:11.550 --> 00:59:15.599 I really, could really do with, this is my wife's anniversary or whatever. 00:59:16.050 --> 00:59:22.619 And then you've got somebody potentially that, that can do something outside the norm to give you something special. 00:59:22.619 --> 00:59:24.780 Or maybe those moments will be missed. 00:59:25.500 --> 00:59:32.039 and it might be like the ta the things, and maybe it's not a vacation, maybe it's I just need to get a dentist appointment. 00:59:32.099 --> 00:59:32.309 Yeah. 00:59:32.554 --> 00:59:33.135 It doesn't matter. 00:59:33.405 --> 00:59:33.695 Yeah. 00:59:34.655 --> 00:59:34.775 I, 00:59:34.775 --> 00:59:34.855 think 00:59:34.855 --> 00:59:37.500 it, it also depends on the transaction itself. 00:59:37.619 --> 00:59:38.610 Like some of the things you do. 00:59:38.789 --> 00:59:41.190 I definitely don't want to talk to my car insurance people. 00:59:41.250 --> 00:59:41.340 Yeah. 00:59:41.400 --> 00:59:42.719 Or renew this subscription. 00:59:42.719 --> 00:59:42.809 Yeah. 00:59:42.809 --> 00:59:43.230 Or health. 00:59:44.280 --> 00:59:45.570 just let the bot do that. 00:59:45.719 --> 00:59:45.989 Yeah. 00:59:46.050 --> 00:59:50.070 But, there are other points where you want to be in the conversation a little bit. 00:59:50.099 --> 00:59:51.900 'cause there is that human experience piece. 00:59:52.079 --> 00:59:52.199 Yeah. 00:59:52.949 --> 00:59:55.769 but anyway, whatever the future holds, it's gonna be exciting. 00:59:55.769 --> 00:59:57.599 But if you think about it, it'll get to know you better. 00:59:57.960 --> 01:00:03.150 like every algorithm sits like social media, and, kudos. 01:00:03.150 --> 01:00:12.989 I don't know if I plug anything like Instagram's figured me out if I buy so much on Instagram now, like every time I'm there, Mike, I like those shop TikTok, click, I think I buy more on Instagram than anything else. 01:00:12.989 --> 01:00:14.460 'cause it just feeds me what I like. 01:00:14.460 --> 01:00:15.000 It knows me now. 01:00:15.719 --> 01:00:16.349 It's incredible. 01:00:16.349 --> 01:00:17.550 Like I think TikTok shops, 01:00:17.909 --> 01:00:19.469 that's become one of the biggest retail spaces. 01:00:19.893 --> 01:00:20.342 In the world. 01:00:20.402 --> 01:00:21.092 I think it's a sec. 01:00:21.092 --> 01:00:24.753 If you, it's I think the amount of beauty products sold on TikTok in the uk. 01:00:24.902 --> 01:00:27.813 If you added it all up, it would be the second largest beauty brand. 01:00:28.112 --> 01:00:28.472 Yeah. 01:00:28.592 --> 01:00:29.458 In the, that's incredible. 01:00:29.943 --> 01:00:30.123 That's, 01:00:30.123 --> 01:00:30.603 imagine your 01:00:30.603 --> 01:00:31.023 personal 01:00:31.023 --> 01:00:31.893 bot knowing you that 01:00:32.222 --> 01:00:33.813 it's that refrigeration moment, tiktoks. 01:00:35.438 --> 01:00:39.603 it, they're leveraging a platform to, to drive success. 01:00:39.603 --> 01:00:47.163 And I think that's where I feel like Zoom are in that space where you've allowing customers to be able to do what they wanna do best. 01:00:47.733 --> 01:00:49.293 they've just gotta figure out how to use a technology. 01:00:49.547 --> 01:00:50.748 Which is why they come to people like us. 01:00:51.197 --> 01:00:51.677 Exactly. 01:00:52.398 --> 01:00:53.898 So look, thank you so much for No, 01:00:53.898 --> 01:00:54.168 thank you. 01:00:54.168 --> 01:00:58.097 It was great giving us your time today, inviting us into your lovely offices here in London. 01:00:58.338 --> 01:00:59.237 I appreciate the weather. 01:00:59.237 --> 01:01:00.108 You kept the ice for us. 01:01:00.438 --> 01:01:03.873 So Californian's a well, people watching can't see what the weather looks like, so we'll just tell you. 01:01:03.978 --> 01:01:04.788 It's sunny. 01:01:04.938 --> 01:01:08.273 It's 28 degrees outside, behind all the clash. 01:01:09.378 --> 01:01:09.978 The a c blue. 01:01:10.063 --> 01:01:10.353 Yeah. 01:01:10.358 --> 01:01:10.668 Yeah. 01:01:11.543 --> 01:01:11.833 Okay. 01:01:11.972 --> 01:01:14.478 So as usual, thanks for listening. 01:01:14.478 --> 01:01:15.347 Thanks for watching. 01:01:15.347 --> 01:01:20.927 If you're watching on YouTube, please kink the link, click the link below, subscribe, hit the bell, you'll get all the notifications. 01:01:21.137 --> 01:01:23.568 Thanks for being on the journey, and we'll see you on the next episode. 01:01:23.898 --> 01:01:24.137 Thank you. 01:01:24.137 --> 01:01:24.753 Thank you.