Latest / The DEX Show: A Show for IT Change Makers / DEXifying US government (w/ NuAxis)

Transcript

DEXifying US government (w/ NuAxis) · The DEX Show: A Show for IT Change Makers

• 0:01
  Welcome item change Makers to the Deck Show with Tim Flower and Tom McGrath.
• 0:07
  Let's get into it. Hello, change Makers, Welcome to a very special
• 0:12
  edition of the Deck Show. And it's special because I am joined in person
• 0:17
  today by my main man, Tim Flower. We are both in the London
• 0:21
  office, sharing one microphone, which could get rather romantic if we both if
• 0:26
  we both lean in like the Everly brothers, Tim, I'll be cautious.
• 0:29
  I'll be very careful. Don't come on too, Tim, will you?
• 0:34
  And and we're also joined by two two fantastic guests. First of all,
• 0:40
  let's welcome them one by one, I think so. First of all,
• 0:43
  we have a Richard Xanata rich for sure, I believe Richards other case,
• 0:48
  VP of VP of Operations and Chief Technology Officer for New Axes. Rich Welcome
• 0:54
  to the show. Lovely to have you, great to be here, that's
• 0:57
  it. And we also have Amanda Chavis, she's VP of Customer Experience also
• 1:03
  at New Access. Amanda, welcome to the show. Thank you so much,
• 1:07
  so nice to be here, very very lovely to have you both.
• 1:12
  And I think I know Tim, you actually got to meet our guests at
• 1:18
  experience everywhere, so I think I should give you first a bit the honors
• 1:22
  of the first questions. Yeah, so why don't we jump in Rich We
• 1:25
  had a brief conversation at one of the happy hours. It is great to
• 1:29
  talk with you. It's always a nice thing when you talk face to face
• 1:33
  with folks. Before we jump into the new access details. What was your
• 1:38
  What were your thoughts in general, just about their conference and the how did
• 1:42
  it hit you? First thought? It was too short. I think they
• 1:47
  could have been. It could have been another day or two. There was
• 1:49
  just so much information to collect and to process. But a fantastic event.
• 1:57
  Met a lot of great people from Next Think, got a better understanding of
• 2:02
  the platform of the Infinity platform, which is really a necessity for us.
• 2:07
  But overall a great event. I'm actually looking forward to going back next year.
• 2:12
  We've been I guess the right word is blessed. We've been asked to
• 2:16
  join in with the Partner Advisory Board, so we'll be playing a key role
• 2:21
  in helping other partners support and roll out Next Thing. Yeah, it's been
• 2:28
  interesting. I've been Next Thing for eight years now and it's been a really
• 2:30
  cool thing to see that that conference grow over the years and have people come
• 2:35
  back year after year just to catch up on what's going on. Any key
• 2:38
  takeaways from either kind of us as a vendor where we're headed with decks,
• 2:43
  or a customer story that kind of struck you. What were your key takeaways
• 2:46
  from it? I think the biggest key takeaway, you know, I had
• 2:52
  was and again not only being around you guys for two days, but your
• 2:55
  company culture really dynamic. I owned company, and it's a it's a pleasure
• 3:01
  to work with a company and understand where you guys are going. But I
• 3:07
  think one of the key, you know, really most important key takeaway,
• 3:09
  and it's I hate to quote your CEO, Pedro, but dexify. When
• 3:15
  he when he pulled that word out, it was just like it resonated with
• 3:19
  me almost immediately. We need to dexify for our customers, our government and
• 3:25
  pull our government customers and really help them push that envelope. Yeah, there's
• 3:30
  lots of puns that go around, Uh, dexify as one of them.
• 3:35
  You probably saw the dexperts there as well. Yeah, you know, we've
• 3:39
  had people talk about making it DEXI So it's I love it. I love
• 3:46
  it. I had heard that one. That's a great one. Uh,
• 3:50
  so a man, let's talk a little bit about the kind of the nuts
• 3:53
  and bolts. It was a couple of years ago I saw. I believe
• 3:57
  it was a tweet at the time that came out from folks in the services,
• 4:01
  in the in the federal branch. I believe it was in the services
• 4:06
  that was very negative on their PC experience. I'm curious if that ever made
• 4:13
  the rounds with you, if it's something that drove kind of some of the
• 4:15
  things that you that you're working on, but maybe just talking in general about
• 4:20
  new access and how you're focusing on on customer experience and digital experience. Sure,
• 4:27
  I'm sorry, were you asking me? Yep? Ah, okay,
• 4:30
  great. So I don't know that that was the catalyst in general for you
• 4:34
  know that that's certainly a couple of years ago. Where I got my start
• 4:39
  personally in customer experience was because of some challenges that the military was facing.
• 4:46
  That's actually how I cut my teeth, because you know, for things that
• 4:53
  the government is appropriating dollars for, they want to see tangible results come out
• 4:59
  of that. And when something is you know, like quote unquote like ethereal
• 5:02
  and fluffy like customer experience, it doesn't tend to. At least at the
• 5:09
  time, it didn't translate as a one to one to dollars. So I
• 5:12
  always joked that I couldn't give this away when I was first starting to practice
• 5:15
  it. So the folks that would take us up on it first to purchase
• 5:19
  it way back in the day were the military, because they were in the
• 5:24
  news for really like, you know, pretty like horrible reasons, like having
• 5:30
  a disproportionate amount of you know, folks within their ranks who were you know,
• 5:36
  charged with sexual assault violations. From that to when service members would leave
• 5:42
  service and separate from service and then become veterans, there was a disproportionate rate
• 5:46
  of veteran homelessness and also veterans dying by suicide, so very dark night of
• 5:51
  the soul kind of stuff. That we were at another place where I started
• 5:58
  up a c X practice. We were brought in because it was sort of
• 6:01
  like a hail Mary. So I think that you know, that event,
• 6:05
  unfortunately, was was coinciding with some momentum across the government too, Like in
• 6:13
  the Obama administration, they had stood up eighteen F which was supposed to be
• 6:16
  like a boutique agency like a design agency going in and starting to add concepts
• 6:23
  of human centered design and user experience and sort of spread that throughout the government.
• 6:28
  GSA was standing up sex practice, et cetera. So a lot of
• 6:32
  things were converging at the same time to sort of start the movement. And
• 6:39
  in terms of where that hit Rosa Latif for our company, New Access,
• 6:44
  it was you know, almost a decade later when Raza really started to think
• 6:47
  about customer experience and he became obsessed with it, thinking about like, this
• 6:53
  is how we could you know, renew trust in government because you know,
• 6:58
  a lot of private sector capabilities are emerging, Like, you know, there's
• 7:03
  there's SpaceX to sort of you know, augment what NASA can do. There's
• 7:09
  you know, for TSA, there's clear right like, there's all these businesses
• 7:13
  popping up to kind of augment what, you know, where where citizens feel
• 7:16
  like they're not getting the best service in the private sector. So Raza had
• 7:20
  a light bulb moment with that and was like, I want to go all
• 7:24
  in on customer experience and then he you know, guided his executive team to
• 7:30
  really start thinking that way. I was a strategic higher at the time,
• 7:33
  because again, the government wasn't really funding this at the time, and he's
• 7:38
  really been instrumental in pushing the entire company towards thinking, you know, through
• 7:44
  the lens of customer experience, but also adding the rigor of the practices that
• 7:48
  enable customer experience. So today we're talking kind of specifically about gov CX collective,
• 7:57
  right, is that a sub section of the what kind of talk about
• 8:01
  the structure and the general goals you're trying to achieve? Sure again, you'll
• 8:05
  hear me mention you guys are going to want to interview Raza after this because
• 8:07
  I'm going to name drop him a lot. But that was his brainchild because
• 8:13
  now that you know, the government is more mature in its CX practices,
• 8:18
  and now there are loads of practitioners like me, like rich who are practicing
• 8:22
  CX, and there's just a lot of because it is so nascent for the
• 8:28
  federal government in terms of both policy and the funding for it. It's kind
• 8:33
  of it's cool moment and a little bit more than a little bit exhausting moment
• 8:37
  to be in federal CX, just because like, there are a lot of
• 8:43
  different ways to interpret what you know, Number one, what the tactics are
• 8:48
  to address CX and just a lot of again, just a lot of sort
• 8:54
  of chaos in terms of you know how it's how it's spreading and infiltrating throughout
• 8:58
  the federal government. And so the GUVSIX Collective is a way to sort of
• 9:01
  bring together practitioners from both you know what Rich and I do on the industry
• 9:07
  side in support of government as well as the federal side. But we're also
• 9:11
  trying to bring in different voices too, from academia and private industry to really
• 9:18
  address some of the tactical topics around how to operationalize customer experience in the federal
• 9:26
  government. So it's a community of practitioners from all of those different spaces to
• 9:31
  try to solve problems that are inherent to doing this work. And I'm pleased
• 9:41
  to have you both from the show again to talk again about something we've covered
• 9:43
  here before, which is human centered design. We have done shows about it
• 9:50
  in the past. But first of all, for anyone who missed pose as
• 9:54
  a refresher, what are the key tenets of this concept? Rich and mostly
• 10:00
  diificantly perhaps how does how does? How do you feel? They dovetail and
• 10:03
  overlap with decks and digital disruption more generally, so I'm not the expert.
• 10:09
  She the man is definitely the expert on this, but I can give you
• 10:13
  my my take because I have it from an IT view. So let's see
• 10:16
  what you do. Rich. Yeah, I'm the I'm the old guy.
• 10:20
  Rich totally targetive, a wrong respondent. No, No, it's fine.
• 10:24
  But I'm I'm assimilated into the culture. So for us, it's you know,
• 10:31
  a human centered design is all about two things. It's designing things right
• 10:35
  and designing the right thing. So making sure whatever you're putting together is meeting
• 10:41
  your customer's needs. It's not just and more importantly, not done in a
• 10:46
  vacuum where traditionally it services. You know, when I cut my teeth in
• 10:50
  this industry back in the early seventies, you would create something and you would
• 10:56
  never speak to a customer. You would just throw some rowed in and you
• 11:00
  know, give it to them, and toughness is what you're going to get.
• 11:03
  Uh. And as an Amanda said three years ago, our complete process
• 11:09
  changed with Rosa's leadership on how we do it. Everything is focused around human
• 11:15
  centered design. Whether you're building a server or deploying a dex tool. Next
• 11:20
  think you're including the customer in that conversation, how is it going to impact
• 11:26
  their life, what's going to change, what are they going to see?
• 11:31
  What other interactions are they going to have? Uh So's it's all about the
• 11:35
  designing and again going back to the top thing, designing the right thing and
• 11:39
  designing it right. So you know that that is how we're driving. We've
• 11:43
  actually hate to say rebuild, but we've taken all of the critical philosophies on
• 11:50
  how it runs, like DevSecOps or DevOps or I TSM, and we've lacked
• 11:58
  of a better word, we've embedded human centered design in each one of those
• 12:03
  in each one of those facets. So when we come on to a government
• 12:05
  site and we're working with our government employee, our government counterparts, that's the
• 12:11
  approach that we take to attack and solve a problem. We actually have two
• 12:18
  key words from or three. I guess it's fall in love with the problem.
• 12:22
  We're not driving technology. We want to know what the problem is and
• 12:26
  then we're going to try to then we will work to solve it. How
• 12:30
  do you do, Amanda? You know what? Actually, no, notes,
• 12:33
  great job. Actually, no, Rich is I love to joke with
• 12:35
  Rich because no, it is the most I have spent a good amount of
• 12:41
  my career fighting for people like Rich to understand. Rich came to the table
• 12:46
  understanding. Rich is my favorite for that reason, so no, I always
• 12:50
  trust him to talk about it excellent. And when it comes to government specifically,
• 12:56
  Amanda, what are some of common challenges by government in general and how
• 13:03
  can human centered design make an impact on those areas? Absolutely so, you
• 13:09
  know, I mean I mentioned previously and this is not a small thing.
• 13:13
  It is the thing about the receding trust in government. If you talk to
• 13:18
  anybody right now who's you know, leading a practice in government, it's it's
• 13:24
  very very top of mind for them, just because you know, I know
• 13:28
  that you guys are you know, physically located across the pond right now,
• 13:31
  but we love government. Okay, that's what I've heard. Yeah, so
• 13:43
  you must have heard the same stories about us on this side of the pond
• 13:46
  too, everybody, you know, there's Atlantic delight exactly exactly, So yeah,
• 13:56
  I mean, ever since the Watergate era, you can track the statistics
• 13:58
  on it that trust in government has receded year over year over year, right,
• 14:05
  So that is really top of mind for a lot of government officials and
• 14:09
  so on. A macro level designing service. I love the way that Rich
• 14:13
  said it, you know, uh, designing the right thing well and also
• 14:16
  designing the right thing if that is such a simple statement, and it's so
• 14:22
  hard to do because government was designed to be complex. Government was designed Our
• 14:28
  government in the United States was designed to be slow in bureaucratics, so that
• 14:33
  you wouldn't make irrational decisions right with a series of checks and balances. It
• 14:37
  was designed to be that way, and that paradigm is sort of lost in
• 14:43
  the and how quickly we are living in our you know, quote unquote private
• 14:48
  sector lives. You know, it's been disrupted. The way that we think
• 14:52
  about experiencing a service has been disrupted by all of the things that we interact
• 14:56
  with on a daily basis, not the least of which, you know,
• 14:58
  our handheld computers that you know, like I click a button and I have
• 15:03
  you know, if I needed it in like thirty minutes, I can have
• 15:07
  food delivered to me, and within a day I can have like a product
• 15:11
  delivered to me. We have been like our brains have been rewired to think
• 15:16
  about getting what we need on demand like that, and the experiences that we
• 15:22
  have with government by and large are incongruent to the way that we are experiencing
• 15:26
  the rest of the world right now, So that additionally helps to recede the
• 15:31
  trust that we feel in government services. So on a macro level, human
• 15:35
  centered design and customer experience can help to shift that perception. And that's not
• 15:41
  like one woman's opinion. There's there's a lot of data and research to back
• 15:46
  that up. Like look at the VA trust scores since they've gone all in
• 15:50
  veterans affairs, has gone all in on customer experience, and like a couple
• 15:54
  of years ago they had, you know, trust scores in the basement and
• 16:00
  now Rich you tell me, I'll never get the statistic, right, is
• 16:03
  it in the high seventy percents now or low eighty percent of trust? I
• 16:07
  mean, it's a big difference. So if anybody from the BA is listening,
• 16:12
  please forgive me for watching the statistic. But it really does make a
• 16:15
  difference. So human centered design makes an impact from that point of view.
• 16:19
  And then on the micro point of view, even if you're not a lot
• 16:22
  of government contracts aren't funded to cover the whole enchilada of government service and departments
• 16:30
  aren't run that way, right like you're responsible for, you know, maybe
• 16:33
  a couple of different touch points in a given department, even if you're focusing
• 16:37
  on improving the customer experience in a microway like through you know, redesigning a
• 16:42
  website to have a better end to end experience, redesigning a given service within
• 16:48
  a government ecosystem to provide you with a better experience. Even those little things,
• 16:56
  again it's not the big macro picture, but even those little adjustments,
• 17:00
  and you know, chipping away at the smaller things to have a bigger impact
• 17:06
  does make a difference as well. I love that observation that you know,
• 17:11
  we talked about the consumerization of it and how that creates a lag with the
• 17:15
  professional sphere. Then you have the thought of government the immediacy of everyday life
• 17:22
  as against government. It's a very very good point. And you mentioned the
• 17:27
  VA and that's interesting as well, because I mean, even in the UK
• 17:30
  a few years ago, the VA had a kind of notoriety for the degree
• 17:37
  of the quality of its service. It was something you even heard about over
• 17:40
  here just what a mess it was. So I didn't obviously have the more
• 17:42
  positive update, but it makes a lot of sense. We haven't heard anything
• 17:45
  negative for a while. Any other examples of the success stories that the rollout,
• 17:51
  maybe more specifically your organization has achieved. Sure. So, I mean
• 17:56
  we currently have a couple of really exciting projects that are in mid flight now.
• 18:02
  But I'm telling you again going back to I couldn't have given this away
• 18:07
  over a decade ago. It's so beautiful. Like the people who are really
• 18:11
  who are doing this work on the federal side are the definition of public servants.
• 18:17
  And I'm not saying, listen, we're sold and funded on these I'm
• 18:18
  not saying for any other reason than that, it's true. And they care
• 18:22
  so desperately about the mission and having the tool set of CX to help enable
• 18:27
  their missions. They are on fire for it. And so we have a
• 18:32
  couple of projects in flight right now, Like one that's top of mind is
• 18:36
  for the Small Business Administration for the SBA here and the team that's leading that
• 18:42
  effort on the federal side, they are so committed and so into it,
• 18:48
  and we are redesigning their portal experience. Again that's a single touch point,
• 18:52
  but within that portal it touches a lot of different services. We are currently
• 18:56
  redesigning that experience because you know, we have, especially post pandemic, we
• 19:03
  have so many small business owners that are the you know, the the real
• 19:08
  life force of the American economy. Again, I don't know the statistics on
• 19:12
  it either, but I mean, I think the vast majority of businesses in
• 19:15
  the United States are small businesses. So this is an enabler of the American
• 19:19
  economy, right, and that touches every single one of us. And so
• 19:23
  to redesign that experience to be frictionless and to to really serve people who are
• 19:30
  providing, you know, that that fuel to the American economy, it's really
• 19:34
  incredible and gratifying. And again, that project's in mid flight, but I
• 19:38
  think we're we're doing some really really cool stuff with that. So again I
• 19:42
  don't have any statistics to tell you about it because it is in progress,
• 19:48
  but let's talk in a year, because I think you'll have I think you'll
• 19:52
  have some incredible results from that. So Rich, one of the things that
• 19:56
  we counsel our customers on as they struggle with is once they get that product
• 20:03
  installed and they get visibility, they see so much that they could go tackle
• 20:08
  that they get swamped and trying to tackle it all at the same time,
• 20:12
  and I'm curious in the environments that you're working in, they seem to be,
• 20:18
  for lack of a better phrase, a target rich environment. How do
• 20:22
  you tackle that? How do you prioritize and tackle the things that really do
• 20:27
  matter and get those done first? When it's something that we do today without
• 20:33
  the tool. So and you know, I think, from at least my
• 20:37
  perspective, what applying decks and applying Next Think in an environment it's going to
• 20:44
  do for us. It's one you already mentioned. It's going to give that
• 20:47
  visibility, but it's going to give a more of a credence to the management
• 20:51
  team to see what's going on inside those environment and that their particular environments and
• 20:57
  really allow prioritization, you know, the critical things that are going on.
• 21:03
  How we're spending money on machines and systems because we're not doing it really well.
• 21:11
  What has the greatest impact? And that's one of the things I love
• 21:14
  the most about Next Think is and when that dashboard comes up and it pops
• 21:18
  up right on the screen, it says, you know, you have x
• 21:21
  amount of people who are having this exact same problem. Service desks and helped
• 21:26
  us today don't have that visibility. They don't have the ability to reach out
• 21:30
  to their customers holistically, whether through a campaign. And you know another beautiful
• 21:37
  part of you know, the designers of next think on how that was orchestrated.
• 21:41
  You see that pop up on your screen, it goes away or you
• 21:45
  interact with it, because nobody looks at email anymore. I mean you only
• 21:48
  look at email that's really important to you. So that thing's going to it
• 21:52
  pops up and say, hey, we're seeing a problem on your system.
• 21:55
  So now the technicians and it's going to shift. You know, well what
• 22:00
  we used to have, what we still have shift left. We want to
• 22:03
  move as much as possible down to the customer, and you guys are doing
• 22:07
  that with your product going. But what we're doing also is moving away from
• 22:12
  tier one agents and I you know, we've had this conversation here at New
• 22:15
  Access for probably a couple of years. Tier one agents are going to go
• 22:19
  away, and we're going to really empower tier two or level two, level
• 22:23
  three agents to do more. And that's exactly what you know, Next Think
• 22:29
  is going to allow people to do. Main milestones for me is you know,
• 22:33
  get giving organizations really visibility into what they're doing, how they're spending money
• 22:37
  on their systems, what problems their customers are having. Uh and today in
• 22:44
  particular, because we have a really diverse workforce that is, you know,
• 22:48
  across the United States for new access, and then we have our government employees
• 22:53
  who, you know, thanks to the pandemic, have really embraced remote telework
• 23:00
  and they're doing it really well, but they still encounter the problems on a
• 23:04
  day to day basis with Wi Fi and all the other things that you have.
• 23:08
  So we can give them greater visibility into what's going on in their environment
• 23:12
  to help them be more successful, be more productive at home. So you
• 23:18
  know, that's my main priority for this year, and we've actually set that
• 23:23
  last week on Thursday, we had our strategic or strategy meeting for the year.
• 23:29
  Is you know, we've picked two very very large government agencies that we're
• 23:33
  going to go and dexify. So we won't announce them right now because we're
• 23:40
  still working through that, but we're going after the big fish and we're going
• 23:44
  to help them lock and load on getting visibility and observability into their environment.
• 23:52
  Very cool and Amanda software can often fall into the what have you done for
• 23:56
  me lately? Kind of category what you can do today is but we need
• 24:00
  you to do X, y Z, or what's coming down the road?
• 24:03
  What have you seen in terms of innovations either specifically to dex and digital play
• 24:07
  experienced or in general that might enhance that the experience of a government customer especially,
• 24:14
  I mean, AI is everywhere right now. I'm curious what you're seeing
• 24:17
  that really stands out that's going to help down the road. I mean,
• 24:19
  in terms of what I'm seeing for innovation that's going to help down the road,
• 24:23
  I do really think you hit it right there. It's funny that,
• 24:29
  how you know, c X in the federal landscape has evolved over time and
• 24:33
  as like people, you know, as different government agencies add this to their
• 24:40
  like strategic planning, there is funding for it, and it's interesting to see
• 24:44
  the evolution. It's like how my friend Rich talks about the evolution of technology,
• 24:48
  right, crawl, walk, run. You know, I lived through
• 24:52
  the crawl phase. It was like a decade long, and now I think
• 24:56
  we're starting to walk as we get to running, they are really I'm starting
• 25:02
  to see this in a conversation a lot more about adding AI to the services
• 25:08
  that we're designing just because again back to that private sector analogy, right,
• 25:18
  we're so used to it. We're so used to the algorithms in our lives
• 25:22
  helping to predict and make things seamless and also be really creepy too, Like
• 25:27
  I mean, there's you know, there's a yin and a yang to everything,
• 25:30
  but you know, by and large that's a part of how we function
• 25:36
  on a daily basis. And so I think government is really starting to put
• 25:41
  an emphasis on AI, period, but I'm seeing to see a lot I'm
• 25:45
  starting to see a lot more of that chatter in the CX space about adding
• 25:48
  AI and machine learning to how we enable services to like continuously improve them and
• 25:56
  to put them on par with the private sector excs experiences that we're having.
• 26:02
  Cool well, Rich, Amanda, It's about time of year again, the
• 26:07
  end of the year, which means many things, but not least but here
• 26:11
  on the deck show we like to pastor all of our guests for a month
• 26:15
  or so for their new year predictions, so it doesn't have to be too
• 26:22
  elaborate. Dot, we've never yet circled back into test for the verratity of
• 26:27
  your crystal ball, so you can say what pretty much what you like,
• 26:32
  but we are interested to hear them. So let's start with you, Amanda,
• 26:36
  what would be your your twenty twenty four prediction? The twenty twenty four
• 26:41
  prediction. And I'm not saying this just because you guys are hosting the podcast,
• 26:45
  but I do really think that like having dex tools is probably next because
• 26:51
  it hasn't really again en Mass hasn't entered into the conversation. But again,
• 26:56
  the elements that we're talking about here right you know, the technology, as
• 27:00
  you said, like what can you do for me lately? Plus everybody starting
• 27:04
  to really think forward towards AI. There's a lot of tools out there right
• 27:10
  now to examine and measure the customer experience, which and to also provide you
• 27:15
  know, recommendations about what you should do to improve it. And that's all
• 27:18
  super important, but you know, having the capacity to to like do self
• 27:23
  healing on the back end on the IT infrastructure and you know, adding like
• 27:30
  a robust suite of tools to help enable that so that you know, the
• 27:36
  the on the employee experience that you're really just able to do your job.
• 27:41
  I think that that's where people are going to start focusing next in the federal
• 27:45
  space, just because a lot of again that early nascent part of CX,
• 27:51
  like getting the UX right, you know, like putting in service design for
• 27:56
  the end to end experience. That stuff is really known right now. I
• 27:59
  think this is next rich. I was sure she was going to go for
• 28:03
  the Aliens landing. If this is really broad, we can go there.
• 28:08
  But you know they've already landed so full the full exposure. And then and
• 28:22
  she stole most of my thunders, So you know, and AI is going
• 28:26
  to be a big play for for whatever we do. What you know as
• 28:30
  far as prediction, you know, grabbing and utilizing AI as a man that
• 28:33
  said from from the deck side of the house, I think that's really important
• 28:37
  and that you know, knowing what I know from you know, your announcement
• 28:40
  at the experience everywhere, so then you know that's coming next to AI.
• 28:47
  But what I really think is going to happen next year, and I think
• 28:51
  we're going to be the leaders of it with a partnership that we just signed
• 28:56
  is humanizing AI, really bringing together how human centered design can drive AI solutions
• 29:03
  and supporting it and making people not afraid of it. I mean, there's
• 29:07
  there's some aspects that you know we're not going to have the terminator come down
• 29:11
  and you know whatever, look for what? Who did the terminator look for?
• 29:17
  I forget, but it doesn't matter. John Connor, John Connor,
• 29:22
  Yeah, John Connor, Yes, you, Sarah Connor. That's where it
• 29:26
  was. That's where it was. I can't do my Arnold Schwarzenegger voice,
• 29:30
  but I think that's a critical I'm sorry, I'm sorry, but I think
• 29:37
  that's going to be a critical facet for the next year humanizing AI. I've
• 29:41
  come away with twenty twenty four of the year of Terminate a Versus Aliens,
• 29:47
  which was a which was an eighties crossover blockbuster. They never did you know?
• 29:49
  Now I'm thinking why. But it's an absolutely absolute pleasure to have you
• 29:55
  have you both and mentioning that symbiosis of AI and DEX, I will and
• 30:00
  you specifically alluded to our CEO and CTEO Pedro and Sam's brilliant Keino in Boston
• 30:07
  and London and Paris in Munich. I will include a link in the show
• 30:11
  notes for anyone who didn't get a chance to see that, and it was
• 30:15
  interested in the way AI is starting to infuse DEX capabilities really really something to
• 30:21
  check out. But a last word from you both. I review new access.
• 30:26
  How can people get in contact? But what would you like people to
• 30:30
  do to follow you? To know more? So you can find I mean,
• 30:34
  you can always go to our website and subscribe to the GUVs X collective.
• 30:40
  We'll keep you apprised of our events there. You should definitely follow us
• 30:45
  on LinkedIn. We're very active on LinkedIn. You should follow Rich. Rich
• 30:49
  is prolific in publishing his thoughts about all of the things that we've touched today.
• 30:56
  You should also follow Rasalatif because that will make him feel good. And
• 31:02
  if we and Rich and I will both get raises and be allowed to retire
• 31:06
  if we can increase Rosalatif's presence on LinkedIn. Thank you guys, very good,
• 31:12
  that's working. Thank you brilliant, absolute pleasure to have you both.
• 31:15
  Reill had a lot of fun talking to you both today and I hope to
• 31:18
  see you again. Thank you so much. Thank you Tim, you both.
• 31:25
  To make sure that you never miss an episode, subscribe to the show
• 31:27
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• 31:32
  listening on Apple Podcasts, make sure to leave a rating of the show.
• 31:36
  Just tap the number of stars you think the podcast deserves. If you'd like
• 31:38
  to learn more about how Next Thing can help me improve your digital employee experience,
• 31:44
  head over to next think dot com. Thank you so much for listening.
• 31:47
  Until next time,