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Radios Are Dead and Here Is What Comes Next for Retail Store Ops · Omni Talk Retail

• 0:00
  This
• 0:00
  Retail
• 0:01
  Technology
• 0:01
  Spotlight
• 0:01
  series
• 0:02
  podcast
• 0:02
  is
• 0:02
  brought
• 0:02
  to
• 0:02
  you
• 0:02
  by
• 0:03
  the
• 0:03
  Omnitalk
• 0:03
  retail
• 0:04
  Podcast
• 0:05
  Network.
• 0:05
  Hello,
• 0:05
  everyone.
• 0:06
  I
• 0:06
  am
• 0:06
  Chris
• 0:06
  Walton,
• 0:06
  your
• 0:07
  host
• 0:07
  for
• 0:07
  today's
• 0:08
  interview
• 0:08
  and
• 0:08
  interview
• 0:09
  in
• 0:09
  which
• 0:09
  we
• 0:09
  are
• 0:09
  going
• 0:09
  to
• 0:09
  explore
• 0:10
  the
• 0:10
  question
• 0:11
  of
• 0:11
  how
• 0:12
  can
• 0:12
  we
• 0:12
  use
• 0:12
  technology
• 0:13
  in
• 0:13
  new
• 0:14
  ways
• 0:14
  to
• 0:15
  help
• 0:15
  our
• 0:15
  store
• 0:16
  associates.
• 0:18
  Most
• 0:18
  of
• 0:18
  the
• 0:19
  technology
• 0:19
  transformation
• 0:20
  that's
• 0:20
  happened
• 0:20
  for
• 0:21
  the
• 0:21
  last
• 0:21
  decade
• 0:21
  is
• 0:22
  focused
• 0:22
  on
• 0:22
  the
• 0:22
  outputs
• 0:23
  and
• 0:23
  the
• 0:23
  results,
• 0:24
  but
• 0:24
  we're
• 0:24
  not
• 0:24
  really
• 0:25
  measuring
• 0:25
  the
• 0:26
  input.
• 0:26
  Why
• 0:26
  don't
• 0:27
  you
• 0:27
  put
• 0:27
  that
• 0:27
  agent
• 0:27
  in
• 0:28
  the
• 0:28
  ear?
• 0:28
  We
• 0:28
  call
• 0:28
  our
• 0:28
  agent
• 0:29
  Ella.
• 0:29
  Ella
• 0:29
  can
• 0:30
  answer
• 0:30
  all
• 0:30
  of
• 0:30
  those
• 0:30
  questions
• 0:31
  just
• 0:31
  like
• 0:31
  a
• 0:31
  supervisor.
• 0:32
  They
• 0:33
  kept
• 0:33
  getting
• 0:33
  these
• 0:33
  price
• 0:34
  checks
• 0:34
  for
• 0:34
  the
• 0:34
  same
• 0:35
  product
• 0:35
  over
• 0:36
  and
• 0:36
  over
• 0:36
  again.
• 0:37
  Anybody
• 0:38
  still
• 0:38
  using
• 0:38
  radios,
• 0:39
  it
• 0:39
  just.
• 0:40
  That's
• 0:40
  crazy.
• 0:41
  We
• 0:41
  live
• 0:41
  in
• 0:41
  2026,
• 0:42
  right?
• 0:43
  Don't
• 0:43
  go
• 0:43
  say,
• 0:43
  hey,
• 0:44
  can
• 0:44
  you
• 0:44
  repeat.
• 0:45
  Turn
• 0:45
  that
• 0:45
  into
• 0:45
  a
• 0:46
  voice
• 0:46
  layer
• 0:46
  that
• 0:47
  drives
• 0:47
  a
• 0:48
  level
• 0:48
  of
• 0:48
  visibility
• 0:48
  that
• 0:49
  nobody
• 0:49
  had
• 0:49
  before.
• 0:50
  Employee
• 0:51
  turnover
• 0:51
  isn't
• 0:52
  getting
• 0:52
  any
• 0:52
  better.
• 0:53
  Training
• 0:53
  is
• 0:54
  getting
• 0:54
  harder.
• 0:54
  Heck,
• 0:55
  one
• 0:55
  could
• 0:55
  even
• 0:56
  argue
• 0:56
  the
• 0:57
  average
• 0:57
  retail
• 0:57
  job
• 0:58
  is
• 0:58
  even
• 0:58
  less.
• 0:59
  Less
• 0:59
  safe
• 1:00
  than
• 1:00
  it
• 1:00
  was
• 1:01
  five
• 1:01
  or
• 1:02
  10
• 1:02
  years
• 1:03
  ago.
• 1:03
  So
• 1:04
  what
• 1:04
  can
• 1:04
  we
• 1:04
  do
• 1:05
  and
• 1:05
  how
• 1:05
  can
• 1:05
  we
• 1:06
  make
• 1:06
  a
• 1:06
  dent
• 1:06
  in
• 1:06
  some
• 1:07
  of
• 1:07
  these
• 1:07
  issues?
• 1:07
  Those
• 1:08
  are
• 1:08
  the
• 1:08
  questions
• 1:08
  we're
• 1:08
  going
• 1:09
  to
• 1:09
  discuss
• 1:09
  today.
• 1:09
  And
• 1:10
  to
• 1:10
  help
• 1:10
  us
• 1:10
  answer
• 1:11
  them,
• 1:11
  I'm
• 1:11
  pleased
• 1:12
  to
• 1:12
  introduce
• 1:12
  Saroosh
• 1:13
  Sehun,
• 1:14
  the
• 1:14
  chief
• 1:14
  Revenue
• 1:15
  officer
• 1:15
  at
• 1:16
  Zello
• 1:16
  Soroush.
• 1:17
  Welcome
• 1:17
  to
• 1:17
  omnitalk,
• 1:18
  Chris.
• 1:19
  Thank
• 1:19
  you
• 1:19
  so
• 1:19
  much.
• 1:19
  Thanks
• 1:20
  for
• 1:20
  having
• 1:20
  me.
• 1:20
  Excited
• 1:21
  to
• 1:21
  be
• 1:21
  here.
• 1:21
  Yeah,
• 1:21
  I'm
• 1:22
  excited,
• 1:22
  too.
• 1:22
  I
• 1:22
  mean,
• 1:22
  this
• 1:23
  is
• 1:23
  a
• 1:23
  topic
• 1:23
  that's
• 1:23
  near
• 1:24
  and
• 1:24
  dear
• 1:24
  to
• 1:24
  my
• 1:24
  heart
• 1:24
  from
• 1:25
  the
• 1:25
  time
• 1:25
  I
• 1:25
  spent
• 1:25
  in
• 1:25
  the
• 1:25
  field,
• 1:26
  you
• 1:26
  know,
• 1:26
  and
• 1:26
  back
• 1:26
  in
• 1:26
  my
• 1:27
  Target
• 1:27
  days.
• 1:27
  And
• 1:28
  so.
• 1:28
  So
• 1:28
  I'm
• 1:28
  curious.
• 1:29
  I
• 1:29
  want
• 1:29
  to
• 1:29
  get
• 1:29
  right
• 1:29
  to
• 1:29
  it,
• 1:29
  and
• 1:30
  I
• 1:30
  want
• 1:30
  to
• 1:30
  start
• 1:30
  with
• 1:30
  this
• 1:30
  question
• 1:31
  first.
• 1:31
  Like,
• 1:32
  how
• 1:32
  would
• 1:32
  you
• 1:32
  sum
• 1:32
  up
• 1:33
  the
• 1:33
  friction
• 1:33
  points
• 1:34
  at
• 1:34
  the
• 1:34
  store
• 1:34
  level,
• 1:35
  you
• 1:35
  know,
• 1:35
  as
• 1:35
  you
• 1:36
  see
• 1:36
  it?
• 1:36
  And.
• 1:37
  And
• 1:37
  also,
• 1:37
  was
• 1:38
  I.
• 1:38
  Was
• 1:38
  I
• 1:39
  too
• 1:39
  hyperbolic
• 1:40
  in
• 1:40
  the
• 1:40
  opener
• 1:40
  and
• 1:41
  the
• 1:41
  teaser
• 1:41
  there,
• 1:41
  or.
• 1:42
  Or
• 1:42
  do
• 1:42
  you
• 1:42
  think
• 1:42
  I
• 1:43
  got
• 1:43
  it
• 1:43
  right?
• 1:44
  Yeah,
• 1:44
  look,
• 1:45
  I
• 1:45
  think
• 1:46
  I'll
• 1:46
  jump
• 1:47
  in
• 1:47
  by
• 1:47
  just
• 1:47
  saying,
• 1:47
  like,
• 1:47
  the
• 1:48
  friction
• 1:48
  points
• 1:48
  are
• 1:48
  all
• 1:49
  over
• 1:49
  the
• 1:49
  place.
• 1:49
  Right?
• 1:49
  The
• 1:50
  friction
• 1:50
  points
• 1:50
  are,
• 1:51
  you
• 1:51
  know,
• 1:51
  whether
• 1:52
  they're.
• 1:52
  They're,
• 1:52
  you
• 1:52
  know,
• 1:53
  related
• 1:53
  to
• 1:53
  turnover
• 1:54
  and
• 1:54
  personnel
• 1:55
  and
• 1:55
  new
• 1:55
  people
• 1:56
  on
• 1:56
  the
• 1:56
  floor,
• 1:56
  whether
• 1:56
  they're
• 1:57
  related
• 1:57
  to
• 1:57
  loss
• 1:57
  prevention.
• 1:59
  You
• 1:59
  know,
• 2:00
  you.
• 2:00
  You.
• 2:00
  You
• 2:00
  nailed
• 2:00
  it.
• 2:01
  Safety.
• 2:01
  Like,
• 2:01
  these
• 2:01
  are
• 2:02
  all
• 2:02
  friction
• 2:02
  points.
• 2:02
  Like,
• 2:03
  the
• 2:03
  stores
• 2:04
  have
• 2:04
  to
• 2:04
  run.
• 2:04
  They
• 2:05
  have
• 2:05
  to
• 2:05
  run
• 2:05
  as
• 2:05
  efficiently
• 2:06
  as
• 2:06
  possible.
• 2:06
  They
• 2:07
  have
• 2:07
  to
• 2:07
  run
• 2:07
  safely.
• 2:07
  They
• 2:08
  have
• 2:08
  to
• 2:08
  obviously
• 2:09
  be
• 2:09
  a
• 2:10
  great
• 2:10
  brand
• 2:10
  experience
• 2:10
  for
• 2:11
  the
• 2:11
  customer
• 2:11
  and
• 2:11
  ultimately
• 2:12
  be
• 2:12
  profitable
• 2:13
  for
• 2:13
  the.
• 2:13
  For
• 2:13
  the
• 2:13
  brand
• 2:14
  as
• 2:14
  well.
• 2:15
  So
• 2:15
  they're.
• 2:15
  They're
• 2:15
  really
• 2:16
  kind
• 2:16
  of
• 2:16
  all
• 2:16
  over
• 2:16
  the
• 2:16
  place.
• 2:17
  And,
• 2:17
  and
• 2:17
  if
• 2:17
  you
• 2:18
  don't
• 2:18
  mind?
• 2:18
  I'll,
• 2:18
  like,
• 2:18
  take
• 2:19
  it
• 2:19
  a
• 2:19
  little
• 2:19
  further
• 2:19
  and
• 2:20
  say,
• 2:21
  you
• 2:21
  know,
• 2:21
  I
• 2:21
  think
• 2:21
  these
• 2:22
  friction
• 2:22
  points,
• 2:24
  you
• 2:24
  know,
• 2:24
  there's.
• 2:25
  There's
• 2:25
  no
• 2:25
  feedback,
• 2:26
  real
• 2:26
  feedback
• 2:26
  loops
• 2:27
  on
• 2:27
  these
• 2:27
  friction
• 2:27
  points
• 2:28
  today,
• 2:29
  meaning
• 2:30
  what's
• 2:30
  happening
• 2:31
  through
• 2:31
  voice
• 2:32
  and
• 2:32
  conversations
• 2:33
  of
• 2:33
  the
• 2:33
  front
• 2:33
  line,
• 2:34
  right?
• 2:34
  Through
• 2:35
  the
• 2:35
  reality
• 2:35
  of
• 2:35
  the
• 2:36
  operation
• 2:36
  day
• 2:36
  to
• 2:37
  day,
• 2:37
  it.
• 2:38
  It
• 2:38
  ends
• 2:38
  up
• 2:38
  being
• 2:39
  sort
• 2:39
  of
• 2:39
  hearsay,
• 2:40
  if.
• 2:40
  If
• 2:40
  you
• 2:40
  don't
• 2:41
  mind
• 2:41
  me
• 2:41
  calling
• 2:41
  it
• 2:41
  that,
• 2:42
  because
• 2:42
  you
• 2:42
  kind
• 2:42
  of
• 2:43
  hear
• 2:43
  what
• 2:43
  happened
• 2:45
  through
• 2:45
  conversations,
• 2:46
  right,
• 2:46
  that
• 2:46
  are
• 2:46
  reporting
• 2:47
  up
• 2:47
  the
• 2:47
  chain.
• 2:48
  But.
• 2:48
  But
• 2:48
  reality
• 2:49
  is
• 2:49
  like,
• 2:49
  you
• 2:49
  don't.
• 2:49
  You
• 2:50
  don't
• 2:50
  have
• 2:50
  that
• 2:50
  live
• 2:51
  data
• 2:51
  to
• 2:51
  turn
• 2:51
  the
• 2:51
  hearsay
• 2:52
  into.
• 2:52
  To
• 2:53
  actually
• 2:53
  hearing
• 2:54
  what.
• 2:54
  What
• 2:54
  was
• 2:54
  said.
• 2:55
  And,
• 2:55
  and
• 2:55
  so,
• 2:56
  like,
• 2:56
  that's
• 2:56
  what
• 2:56
  I
• 2:56
  like
• 2:56
  to
• 2:57
  focus
• 2:57
  on
• 2:57
  is
• 2:58
  when
• 2:58
  you
• 2:58
  capture
• 2:59
  that
• 2:59
  frontline
• 2:59
  voice
• 3:00
  and.
• 3:00
  And
• 3:01
  how
• 3:01
  we're
• 3:01
  operating
• 3:02
  within
• 3:02
  those
• 3:02
  friction
• 3:03
  points
• 3:03
  to
• 3:03
  solve
• 3:03
  problems
• 3:04
  constantly.
• 3:05
  You
• 3:05
  know,
• 3:05
  you
• 3:05
  turn
• 3:06
  that
• 3:06
  into
• 3:06
  a
• 3:06
  voice
• 3:06
  later
• 3:07
  voice
• 3:07
  layer
• 3:08
  that
• 3:08
  just
• 3:09
  drives
• 3:09
  a
• 3:09
  level
• 3:09
  of
• 3:10
  visibility
• 3:10
  that
• 3:10
  nobody
• 3:11
  had
• 3:11
  before.
• 3:12
  So
• 3:12
  I
• 3:12
  want
• 3:13
  to.
• 3:13
  I.
• 3:13
  So
• 3:13
  I
• 3:13
  want.
• 3:13
  I
• 3:13
  want
• 3:14
  to
• 3:14
  push
• 3:14
  you
• 3:14
  on
• 3:14
  that
• 3:14
  a
• 3:14
  little,
• 3:15
  on
• 3:15
  a
• 3:15
  little
• 3:15
  bit,
• 3:15
  too.
• 3:15
  When
• 3:16
  you
• 3:16
  say
• 3:16
  hearsay.
• 3:16
  Yeah,
• 3:17
  because
• 3:17
  that.
• 3:17
  That's
• 3:17
  a
• 3:17
  new
• 3:17
  word.
• 3:18
  I
• 3:18
  hadn't
• 3:18
  heard
• 3:18
  that
• 3:18
  before,
• 3:19
  you
• 3:19
  know,
• 3:19
  and
• 3:20
  the
• 3:20
  way
• 3:20
  I
• 3:20
  always
• 3:20
  thought
• 3:20
  about
• 3:20
  it,
• 3:21
  too,
• 3:21
  was,
• 3:21
  like,
• 3:21
  my
• 3:22
  time
• 3:22
  in
• 3:22
  the
• 3:22
  stores,
• 3:22
  it
• 3:23
  was
• 3:23
  based
• 3:23
  on,
• 3:23
  like,
• 3:23
  anecdotal
• 3:24
  information
• 3:25
  that
• 3:25
  people
• 3:26
  were
• 3:26
  sharing.
• 3:26
  And
• 3:27
  oftentimes
• 3:27
  the
• 3:27
  loudest
• 3:28
  voice
• 3:28
  is
• 3:28
  the
• 3:28
  one
• 3:28
  that
• 3:29
  got
• 3:29
  heard.
• 3:30
  Whether
• 3:30
  or
• 3:30
  not
• 3:31
  how
• 3:31
  they
• 3:31
  were
• 3:32
  assessing
• 3:33
  the
• 3:33
  situation
• 3:34
  turned
• 3:34
  out
• 3:34
  to
• 3:34
  be
• 3:34
  correct
• 3:35
  or
• 3:35
  not.
• 3:36
  Is
• 3:36
  that
• 3:37
  a
• 3:37
  function
• 3:37
  more
• 3:38
  of.
• 3:38
  Is
• 3:39
  the
• 3:39
  hearsay
• 3:39
  idea
• 3:40
  more
• 3:40
  a
• 3:40
  function
• 3:41
  of
• 3:42
  how
• 3:42
  stores
• 3:42
  are
• 3:43
  organized?
• 3:43
  Is
• 3:44
  it
• 3:44
  a
• 3:44
  function
• 3:44
  of
• 3:45
  the
• 3:45
  fact
• 3:45
  that
• 3:45
  people
• 3:46
  are
• 3:46
  coming
• 3:46
  in
• 3:46
  and
• 3:46
  out?
• 3:47
  That
• 3:47
  training's
• 3:48
  hard.
• 3:48
  You
• 3:48
  constantly
• 3:48
  are
• 3:49
  regenerating
• 3:49
  your
• 3:50
  staff.
• 3:51
  Is
• 3:51
  it
• 3:51
  all
• 3:51
  of
• 3:51
  those
• 3:52
  things
• 3:52
  combined
• 3:52
  together
• 3:53
  as
• 3:53
  one
• 3:53
  big
• 3:54
  confluence,
• 3:54
  it
• 3:54
  just
• 3:55
  leads
• 3:55
  to
• 3:55
  this.
• 3:56
  This
• 3:56
  outcome?
• 3:57
  Or
• 3:57
  is
• 3:57
  it
• 3:57
  also
• 3:58
  a
• 3:58
  lack
• 3:58
  of
• 3:59
  systems
• 3:59
  or
• 3:59
  knowledge
• 4:00
  to
• 4:00
  understand
• 4:01
  and
• 4:01
  track
• 4:02
  and
• 4:02
  monitor
• 4:02
  it
• 4:02
  as
• 4:03
  well?
• 4:05
  It's.
• 4:06
  It's.
• 4:06
  It's
• 4:06
  both,
• 4:06
  right?
• 4:07
  Like,
• 4:07
  it's
• 4:07
  all
• 4:07
  of
• 4:08
  it.
• 4:08
  It's
• 4:08
  complicated.
• 4:09
  I
• 4:09
  mean,
• 4:09
  there's
• 4:09
  a
• 4:10
  lot
• 4:10
  happening
• 4:10
  simultaneously
• 4:11
  and.
• 4:11
  Absolutely.
• 4:12
  I
• 4:12
  think
• 4:13
  there
• 4:13
  is
• 4:13
  a
• 4:13
  lack
• 4:13
  of
• 4:14
  systems
• 4:15
  and
• 4:15
  technology
• 4:16
  that
• 4:17
  takes
• 4:17
  it
• 4:17
  from
• 4:17
  being
• 4:18
  a
• 4:18
  story
• 4:18
  like,
• 4:19
  oh,
• 4:19
  did
• 4:19
  you
• 4:19
  hear
• 4:19
  about
• 4:20
  this
• 4:20
  safety
• 4:21
  incident
• 4:21
  or
• 4:21
  this
• 4:22
  spill
• 4:22
  or
• 4:22
  this
• 4:22
  customer
• 4:23
  experience?
• 4:23
  Did
• 4:23
  you
• 4:23
  hear
• 4:23
  about
• 4:24
  how,
• 4:24
  like,
• 4:24
  this
• 4:24
  customer
• 4:25
  walked
• 4:25
  out
• 4:25
  the
• 4:25
  store
• 4:26
  angry
• 4:26
  about,
• 4:26
  like,
• 4:27
  it
• 4:27
  turns
• 4:27
  into.
• 4:28
  Takes
• 4:28
  that
• 4:29
  storytelling
• 4:30
  into,
• 4:30
  well,
• 4:30
  how
• 4:31
  did
• 4:31
  my
• 4:31
  front
• 4:31
  line
• 4:31
  operate?
• 4:32
  When
• 4:32
  you
• 4:32
  capture
• 4:33
  the
• 4:33
  frontline
• 4:34
  actions
• 4:35
  and,
• 4:35
  and
• 4:35
  how
• 4:36
  do
• 4:36
  those
• 4:36
  actions
• 4:36
  happen?
• 4:36
  Like,
• 4:37
  the
• 4:37
  frontline
• 4:37
  works
• 4:38
  on
• 4:38
  voice.
• 4:38
  Right.
• 4:39
  They
• 4:39
  talk
• 4:39
  to
• 4:39
  each
• 4:40
  other
• 4:41
  constantly,
• 4:41
  real
• 4:42
  time
• 4:43
  to
• 4:43
  handle
• 4:44
  those
• 4:44
  situations.
• 4:44
  Right.
• 4:44
  And
• 4:45
  so
• 4:45
  instead
• 4:45
  of
• 4:45
  instead
• 4:46
  of
• 4:46
  telling
• 4:46
  the
• 4:46
  stories,
• 4:46
  you
• 4:47
  can
• 4:47
  go
• 4:47
  back
• 4:47
  and
• 4:47
  replay,
• 4:48
  right?
• 4:48
  Watch
• 4:49
  game,
• 4:49
  tape
• 4:49
  what
• 4:49
  happened?
• 4:50
  How
• 4:50
  did
• 4:50
  my
• 4:50
  team
• 4:50
  communicate?
• 4:51
  How
• 4:51
  did
• 4:51
  we
• 4:51
  operate?
• 4:52
  So
• 4:52
  that,
• 4:52
  you
• 4:53
  know,
• 4:53
  it's
• 4:53
  a
• 4:53
  little
• 4:53
  bit
• 4:53
  of
• 4:54
  all
• 4:54
  of
• 4:54
  it
• 4:55
  that
• 4:55
  I
• 4:55
  think
• 4:55
  in
• 4:56
  the
• 4:56
  world
• 4:56
  that
• 4:56
  we
• 4:56
  live
• 4:56
  in
• 4:56
  today,
• 4:57
  like,
• 4:57
  it
• 4:57
  shouldn't
• 4:57
  be
• 4:57
  optional
• 4:58
  anymore
• 4:59
  to
• 4:59
  capture
• 5:00
  that
• 5:00
  actual
• 5:01
  real
• 5:01
  layer
• 5:01
  of
• 5:01
  data
• 5:01
  that
• 5:02
  the
• 5:02
  stores
• 5:02
  operate
• 5:03
  on.
• 5:03
  Voice.
• 5:04
  Yeah,
• 5:04
  I
• 5:04
  mean,
• 5:04
  I
• 5:04
  can
• 5:04
  remember
• 5:05
  back
• 5:05
  in
• 5:05
  my
• 5:05
  days
• 5:05
  in
• 5:05
  store,
• 5:06
  the
• 5:06
  future.
• 5:06
  Like,
• 5:06
  you
• 5:06
  know,
• 5:07
  the
• 5:07
  whole
• 5:07
  idea
• 5:07
  was
• 5:08
  like,
• 5:08
  you
• 5:08
  know,
• 5:09
  coming
• 5:09
  out
• 5:09
  of
• 5:10
  that
• 5:10
  experience
• 5:10
  and
• 5:10
  learning,
• 5:10
  like,
• 5:11
  hey,
• 5:11
  we
• 5:11
  need
• 5:11
  to
• 5:11
  have
• 5:12
  a
• 5:12
  system
• 5:12
  of
• 5:12
  record
• 5:12
  for
• 5:13
  what
• 5:13
  things
• 5:13
  are
• 5:14
  happening
• 5:14
  in
• 5:14
  a
• 5:14
  store.
• 5:15
  Whether
• 5:15
  it's
• 5:15
  a
• 5:16
  vision
• 5:16
  system,
• 5:17
  a
• 5:17
  voice
• 5:18
  system,
• 5:18
  even
• 5:19
  just
• 5:19
  data
• 5:19
  recording
• 5:20
  in
• 5:20
  a
• 5:20
  certain
• 5:20
  way
• 5:21
  as
• 5:21
  people
• 5:21
  are
• 5:21
  pathing
• 5:22
  through
• 5:22
  a
• 5:22
  store.
• 5:22
  All
• 5:23
  that
• 5:23
  matters.
• 5:23
  So,
• 5:23
  so
• 5:24
  then,
• 5:24
  Surush,
• 5:24
  what
• 5:25
  are.
• 5:25
  What
• 5:25
  can
• 5:25
  I.
• 5:26
  What
• 5:26
  can
• 5:26
  be
• 5:26
  done?
• 5:27
  Like,
• 5:27
  it's.
• 5:28
  The
• 5:28
  problem
• 5:28
  is
• 5:28
  really
• 5:29
  complicated.
• 5:29
  If
• 5:29
  you've
• 5:29
  worked
• 5:30
  in
• 5:30
  the
• 5:30
  store,
• 5:30
  I
• 5:31
  know
• 5:31
  you're
• 5:31
  watching
• 5:31
  this
• 5:32
  or
• 5:32
  you're
• 5:32
  listening
• 5:32
  to
• 5:32
  this
• 5:33
  and
• 5:33
  you're
• 5:33
  like,
• 5:34
  these
• 5:34
  guys
• 5:34
  are
• 5:34
  hitting
• 5:34
  on
• 5:34
  this.
• 5:35
  This
• 5:35
  is
• 5:35
  really
• 5:35
  complicated.
• 5:36
  So,
• 5:36
  so
• 5:37
  what
• 5:37
  can
• 5:37
  be
• 5:37
  done?
• 5:37
  What
• 5:38
  are
• 5:38
  the
• 5:38
  actual
• 5:38
  fixes
• 5:39
  here?
• 5:40
  Yeah,
• 5:41
  look,
• 5:41
  if
• 5:41
  you,
• 5:41
  if
• 5:41
  you
• 5:41
  jump
• 5:42
  to
• 5:42
  the
• 5:42
  conclusion,
• 5:42
  it's.
• 5:43
  It's
• 5:43
  this,
• 5:43
  this
• 5:43
  intelligence
• 5:44
  layer
• 5:44
  that
• 5:45
  was
• 5:45
  your
• 5:45
  voice
• 5:45
  data,
• 5:45
  right?
• 5:46
  Like,
• 5:46
  ultimately,
• 5:47
  can
• 5:47
  you
• 5:47
  capture
• 5:48
  that?
• 5:48
  Can
• 5:48
  you
• 5:48
  leverage
• 5:49
  that?
• 5:49
  Can
• 5:49
  you
• 5:49
  run
• 5:50
  insights
• 5:50
  against
• 5:51
  that
• 5:51
  to.
• 5:52
  To
• 5:52
  actually
• 5:52
  understand
• 5:53
  what
• 5:53
  was
• 5:53
  said
• 5:54
  and
• 5:54
  how
• 5:54
  did
• 5:54
  the
• 5:54
  team
• 5:54
  operate?
• 5:55
  Right?
• 5:55
  That's
• 5:55
  kind
• 5:55
  of
• 5:55
  the,
• 5:56
  the
• 5:56
  conclusion.
• 5:56
  But
• 5:57
  how
• 5:57
  do
• 5:57
  you
• 5:57
  get
• 5:57
  there?
• 5:58
  Like,
• 5:58
  that's,
• 5:58
  that's
• 5:58
  the
• 5:58
  part
• 5:59
  that
• 5:59
  Zello
• 5:59
  makes
• 5:59
  easy,
• 6:00
  right?
• 6:01
  And
• 6:01
  we've
• 6:01
  been
• 6:01
  focusing
• 6:01
  on
• 6:02
  this,
• 6:02
  this
• 6:02
  whole
• 6:02
  idea
• 6:03
  of.
• 6:03
  Okay,
• 6:03
  fine,
• 6:03
  we
• 6:04
  went
• 6:04
  from
• 6:05
  why
• 6:05
  do.
• 6:05
  Let's
• 6:06
  just
• 6:06
  start
• 6:06
  with
• 6:06
  this.
• 6:06
  Like,
• 6:06
  how
• 6:06
  do.
• 6:07
  Why
• 6:07
  do
• 6:07
  associates
• 6:07
  carry
• 6:08
  two
• 6:08
  devices
• 6:09
  to
• 6:09
  begin
• 6:09
  with?
• 6:10
  Right?
• 6:10
  Why
• 6:10
  is
• 6:10
  there
• 6:11
  one
• 6:11
  smart
• 6:11
  device
• 6:12
  on
• 6:12
  one
• 6:12
  hip
• 6:12
  and
• 6:13
  a
• 6:13
  radio
• 6:13
  on
• 6:13
  the
• 6:14
  other?
• 6:14
  Right?
• 6:14
  Like,
• 6:14
  right.
• 6:15
  Is
• 6:15
  that
• 6:15
  how
• 6:15
  you
• 6:16
  operate
• 6:16
  at
• 6:16
  home?
• 6:16
  Like,
• 6:17
  do
• 6:17
  you.
• 6:17
  Do
• 6:17
  you
• 6:17
  walk
• 6:18
  around
• 6:18
  with
• 6:18
  multiple
• 6:18
  ways
• 6:19
  of
• 6:19
  communicating
• 6:19
  with
• 6:19
  your
• 6:20
  family?
• 6:20
  Right?
• 6:21
  Like,
• 6:21
  I
• 6:21
  guess
• 6:21
  you
• 6:22
  could
• 6:22
  joke
• 6:22
  and
• 6:22
  argue
• 6:23
  that,
• 6:23
  that
• 6:23
  maybe
• 6:23
  we
• 6:24
  need
• 6:24
  to
• 6:24
  with
• 6:24
  our
• 6:24
  children
• 6:25
  just
• 6:25
  to
• 6:25
  kind
• 6:25
  of
• 6:25
  connect
• 6:26
  to
• 6:26
  them
• 6:27
  in
• 6:27
  the
• 6:27
  world
• 6:27
  we
• 6:27
  live
• 6:27
  in
• 6:28
  today.
• 6:28
  But
• 6:28
  like
• 6:28
  that
• 6:28
  translator,
• 6:29
  right?
• 6:30
  Yeah,
• 6:30
  yeah,
• 6:31
  yeah.
• 6:31
  But
• 6:31
  that
• 6:31
  paradigm
• 6:32
  shouldn't
• 6:32
  exist
• 6:32
  anymore,
• 6:33
  right?
• 6:33
  So
• 6:33
  single
• 6:34
  pane
• 6:34
  of
• 6:34
  glass.
• 6:34
  You
• 6:34
  hear
• 6:35
  that
• 6:35
  all
• 6:35
  the
• 6:35
  time,
• 6:35
  right?
• 6:35
  Whether
• 6:36
  it's
• 6:36
  a
• 6:36
  POS
• 6:36
  system
• 6:37
  or
• 6:37
  a
• 6:37
  communication
• 6:38
  system,
• 6:38
  inventory
• 6:39
  system.
• 6:39
  So
• 6:40
  single
• 6:40
  pos,
• 6:40
  Right?
• 6:41
  So,
• 6:41
  sorry,
• 6:42
  single
• 6:42
  pane
• 6:42
  of
• 6:42
  glass.
• 6:44
  Okay,
• 6:44
  well,
• 6:44
  why
• 6:45
  can't
• 6:45
  the
• 6:45
  instant
• 6:45
  communication
• 6:46
  layer
• 6:46
  also
• 6:47
  be
• 6:47
  on
• 6:47
  that
• 6:47
  single
• 6:47
  pane
• 6:47
  of
• 6:47
  glass?
• 6:48
  Well,
• 6:48
  now
• 6:48
  it
• 6:48
  can.
• 6:48
  So
• 6:49
  let's
• 6:49
  do
• 6:49
  that.
• 6:49
  Right?
• 6:50
  Then
• 6:50
  you
• 6:50
  start
• 6:50
  Talking
• 6:50
  about
• 6:51
  devices.
• 6:51
  Okay,
• 6:52
  well
• 6:52
  we
• 6:52
  only
• 6:52
  have
• 6:52
  devices
• 6:53
  for
• 6:53
  certain
• 6:53
  people
• 6:54
  on
• 6:54
  the
• 6:54
  floor.
• 6:55
  Well,
• 6:55
  okay,
• 6:55
  what
• 6:56
  if,
• 6:56
  what
• 6:56
  if
• 6:56
  your
• 6:57
  communication
• 6:57
  framework
• 6:58
  didn't
• 6:59
  have
• 6:59
  to
• 6:59
  be
• 7:00
  like
• 7:00
  company
• 7:00
  issued
• 7:01
  devices?
• 7:01
  It
• 7:01
  can
• 7:01
  be,
• 7:02
  but
• 7:02
  what
• 7:02
  if
• 7:02
  you
• 7:02
  could
• 7:02
  take
• 7:03
  the,
• 7:03
  the
• 7:03
  person's
• 7:04
  personal
• 7:04
  iPhone,
• 7:05
  right,
• 7:05
  or
• 7:05
  Android
• 7:06
  device
• 7:06
  and,
• 7:07
  and
• 7:07
  also
• 7:07
  put
• 7:08
  your
• 7:08
  infrastructure
• 7:09
  communication
• 7:10
  through
• 7:10
  an
• 7:10
  app
• 7:11
  onto
• 7:11
  that,
• 7:11
  that
• 7:11
  device.
• 7:12
  Let's
• 7:12
  make
• 7:12
  it
• 7:12
  easier
• 7:13
  for
• 7:13
  the
• 7:13
  front
• 7:13
  line
• 7:14
  to
• 7:14
  communicate
• 7:14
  whether
• 7:14
  they
• 7:15
  have,
• 7:15
  you
• 7:16
  know,
• 7:16
  supervisor
• 7:16
  issued
• 7:17
  sort
• 7:17
  of
• 7:17
  smart
• 7:18
  device
• 7:18
  or
• 7:18
  not.
• 7:19
  And,
• 7:20
  and
• 7:20
  again,
• 7:20
  just
• 7:20
  sort
• 7:21
  of
• 7:21
  put
• 7:21
  that,
• 7:21
  that,
• 7:22
  that
• 7:22
  experience
• 7:23
  that
• 7:23
  people
• 7:23
  are
• 7:23
  used
• 7:24
  to
• 7:24
  push
• 7:24
  to
• 7:25
  talk,
• 7:25
  flipping
• 7:26
  to.
• 7:26
  Okay,
• 7:26
  now
• 7:26
  it
• 7:27
  runs
• 7:27
  on
• 7:27
  my
• 7:27
  personal
• 7:28
  device
• 7:28
  or
• 7:28
  on
• 7:28
  my
• 7:29
  smart
• 7:29
  device
• 7:29
  that
• 7:29
  I'm
• 7:29
  already
• 7:30
  carrying.
• 7:30
  Now
• 7:31
  give
• 7:31
  me
• 7:31
  like,
• 7:31
  you
• 7:32
  know,
• 7:32
  an
• 7:32
  earpiece
• 7:32
  where
• 7:33
  maybe
• 7:33
  the
• 7:33
  customer
• 7:33
  doesn't
• 7:34
  have
• 7:34
  to
• 7:34
  hear
• 7:34
  all
• 7:34
  of
• 7:34
  the
• 7:35
  conversations.
• 7:36
  Now
• 7:36
  make
• 7:36
  that
• 7:36
  accessory
• 7:37
  look,
• 7:38
  you
• 7:38
  know,
• 7:38
  look
• 7:39
  and
• 7:39
  feel
• 7:39
  like
• 7:39
  my
• 7:39
  brand,
• 7:40
  right?
• 7:40
  So
• 7:41
  this
• 7:41
  is
• 7:41
  all
• 7:41
  sort
• 7:41
  of
• 7:41
  optionality
• 7:42
  that
• 7:42
  exists,
• 7:43
  right?
• 7:43
  You
• 7:43
  don't,
• 7:43
  you
• 7:44
  don't
• 7:44
  want
• 7:44
  to
• 7:44
  walk
• 7:44
  around
• 7:44
  as
• 7:44
  a
• 7:45
  frontline
• 7:45
  associate,
• 7:45
  you
• 7:46
  know,
• 7:46
  looking
• 7:46
  like
• 7:46
  you're
• 7:46
  listening
• 7:46
  to
• 7:47
  music
• 7:47
  when
• 7:47
  you're
• 7:47
  trying
• 7:47
  to
• 7:47
  help
• 7:48
  customers,
• 7:48
  right?
• 7:48
  So
• 7:48
  you
• 7:49
  can,
• 7:49
  can
• 7:49
  you
• 7:49
  fit
• 7:49
  the
• 7:49
  sort
• 7:50
  of
• 7:51
  brand
• 7:51
  there
• 7:51
  and
• 7:51
  then,
• 7:51
  and
• 7:52
  then
• 7:52
  can
• 7:52
  you
• 7:52
  also
• 7:52
  like
• 7:52
  to
• 7:53
  take
• 7:53
  it
• 7:53
  a
• 7:53
  step
• 7:53
  further
• 7:54
  if
• 7:55
  you
• 7:55
  have
• 7:55
  this
• 7:55
  capability
• 7:56
  and,
• 7:56
  and
• 7:57
  sort
• 7:57
  of
• 7:57
  this
• 7:57
  access
• 7:58
  to,
• 7:58
  to
• 7:58
  talking
• 7:58
  to
• 7:59
  one
• 7:59
  another,
• 7:59
  the
• 8:00
  next
• 8:00
  sort
• 8:00
  of
• 8:00
  friction
• 8:01
  point
• 8:01
  just
• 8:01
  in
• 8:01
  the
• 8:01
  operation.
• 8:02
  Yeah,
• 8:03
  let's
• 8:04
  back
• 8:04
  to
• 8:04
  the
• 8:04
  turnover
• 8:05
  concept,
• 8:05
  right?
• 8:05
  I'm
• 8:06
  brand
• 8:06
  new,
• 8:06
  I
• 8:06
  just
• 8:07
  got
• 8:07
  in
• 8:07
  the
• 8:07
  store.
• 8:07
  I've
• 8:07
  been
• 8:07
  working
• 8:07
  here
• 8:08
  for
• 8:08
  a
• 8:08
  week.
• 8:08
  I'm
• 8:08
  hitting
• 8:08
  my
• 8:09
  first
• 8:09
  Saturday.
• 8:09
  It's
• 8:09
  busy
• 8:10
  as
• 8:10
  hell,
• 8:11
  man.
• 8:11
  I
• 8:11
  don't
• 8:12
  know
• 8:12
  how
• 8:12
  to
• 8:12
  handle
• 8:12
  the
• 8:12
  situation.
• 8:13
  Where's
• 8:13
  my
• 8:13
  supervisor?
• 8:14
  Hey,
• 8:14
  like
• 8:14
  I'm
• 8:15
  calling
• 8:15
  for
• 8:15
  a
• 8:15
  supervisor,
• 8:16
  I
• 8:16
  need
• 8:16
  to
• 8:16
  ask
• 8:16
  a
• 8:16
  simple
• 8:17
  question
• 8:17
  that
• 8:17
  really
• 8:17
  I
• 8:17
  would
• 8:18
  know
• 8:18
  if
• 8:18
  I'd
• 8:18
  been
• 8:18
  here
• 8:18
  for
• 8:18
  three
• 8:19
  weeks,
• 8:19
  but
• 8:19
  I
• 8:19
  don't.
• 8:20
  Right,
• 8:20
  well,
• 8:21
  well,
• 8:21
  why
• 8:21
  don't
• 8:21
  you
• 8:21
  put
• 8:21
  that
• 8:22
  agent
• 8:22
  in
• 8:22
  the
• 8:22
  ear,
• 8:23
  right?
• 8:23
  In
• 8:23
  the
• 8:23
  world
• 8:24
  that
• 8:24
  we
• 8:24
  live
• 8:24
  in
• 8:24
  today,
• 8:25
  right?
• 8:25
  And
• 8:25
  we,
• 8:25
  we
• 8:25
  call
• 8:26
  our
• 8:26
  agent
• 8:26
  Ella.
• 8:26
  But,
• 8:27
  but
• 8:27
  Ella
• 8:27
  can
• 8:27
  answer
• 8:27
  all
• 8:28
  of
• 8:28
  those
• 8:28
  questions
• 8:28
  just
• 8:29
  like
• 8:29
  a
• 8:29
  supervisor
• 8:29
  can.
• 8:29
  But
• 8:30
  you
• 8:30
  don't
• 8:30
  have
• 8:30
  to
• 8:30
  wait
• 8:30
  for
• 8:30
  the
• 8:30
  supervisor,
• 8:31
  right?
• 8:31
  You
• 8:31
  don't
• 8:31
  have
• 8:32
  to
• 8:32
  stress
• 8:32
  out
• 8:32
  the
• 8:32
  supervisor
• 8:33
  who
• 8:33
  might
• 8:33
  be
• 8:34
  handling
• 8:34
  a
• 8:34
  customer
• 8:34
  escalation
• 8:35
  or
• 8:35
  something
• 8:35
  else,
• 8:36
  right?
• 8:36
  So
• 8:36
  now
• 8:37
  you
• 8:37
  add
• 8:37
  this
• 8:37
  agentic
• 8:38
  sort
• 8:38
  of
• 8:38
  knowledge
• 8:39
  base
• 8:39
  interaction
• 8:40
  and
• 8:40
  a
• 8:40
  normal
• 8:40
  human
• 8:41
  voice
• 8:41
  into
• 8:41
  that
• 8:42
  same
• 8:42
  device,
• 8:43
  into
• 8:43
  that
• 8:43
  same
• 8:43
  accessory,
• 8:44
  you
• 8:44
  know,
• 8:45
  push
• 8:45
  the
• 8:45
  button,
• 8:46
  say,
• 8:46
  hey,
• 8:46
  you
• 8:46
  know,
• 8:47
  do
• 8:47
  we
• 8:47
  have
• 8:47
  inventory?
• 8:48
  Like
• 8:48
  do
• 8:49
  we
• 8:49
  have
• 8:49
  this
• 8:49
  product
• 8:49
  in
• 8:50
  size
• 8:50
  X,
• 8:50
  right?
• 8:51
  Or
• 8:51
  hey,
• 8:52
  what
• 8:52
  do
• 8:52
  I
• 8:52
  do
• 8:52
  when,
• 8:52
  when
• 8:53
  this
• 8:53
  like
• 8:54
  glass
• 8:54
  breaks
• 8:54
  in
• 8:55
  this
• 8:55
  aisle?
• 8:55
  Or
• 8:55
  what
• 8:55
  do
• 8:55
  I
• 8:56
  do
• 8:56
  when
• 8:56
  a
• 8:56
  customer
• 8:56
  is
• 8:56
  trying
• 8:56
  to
• 8:57
  return
• 8:57
  this
• 8:58
  thing.
• 8:58
  Like
• 8:58
  it
• 8:58
  all
• 8:59
  of
• 8:59
  a
• 8:59
  sudden
• 8:59
  takes
• 8:59
  your
• 8:59
  new
• 9:00
  person
• 9:00
  who's
• 9:00
  working
• 9:01
  on
• 9:01
  the
• 9:01
  front
• 9:01
  line
• 9:02
  and
• 9:02
  it
• 9:02
  ramped
• 9:03
  their,
• 9:04
  their
• 9:04
  training
• 9:04
  right
• 9:05
  to
• 9:05
  where
• 9:05
  they're
• 9:05
  just
• 9:06
  as
• 9:06
  effective
• 9:06
  as
• 9:07
  the
• 9:07
  next
• 9:07
  frontline
• 9:07
  person.
• 9:08
  And
• 9:08
  they
• 9:08
  probably
• 9:08
  feel
• 9:09
  better
• 9:09
  about
• 9:09
  it
• 9:09
  too.
• 9:09
  Like
• 9:10
  it's
• 9:10
  not
• 9:10
  just,
• 9:11
  oh,
• 9:11
  like
• 9:11
  selfish,
• 9:12
  I
• 9:12
  need
• 9:12
  to
• 9:12
  train
• 9:12
  these
• 9:12
  people
• 9:13
  in
• 9:13
  a
• 9:13
  quicker
• 9:13
  way.
• 9:13
  Well,
• 9:14
  if
• 9:14
  you
• 9:14
  get
• 9:15
  more
• 9:15
  done
• 9:15
  and
• 9:15
  you
• 9:16
  don't
• 9:16
  need
• 9:16
  as
• 9:16
  much
• 9:16
  help
• 9:17
  to
• 9:17
  do
• 9:17
  sort
• 9:18
  of
• 9:18
  some
• 9:18
  of
• 9:18
  the
• 9:18
  basics,
• 9:18
  well,
• 9:19
  man,
• 9:19
  you
• 9:19
  feel
• 9:20
  like
• 9:20
  you're
• 9:20
  accomplishing
• 9:20
  things,
• 9:21
  you
• 9:21
  know,
• 9:21
  as
• 9:21
  a
• 9:21
  frontline
• 9:22
  associate,
• 9:23
  you
• 9:24
  know,
• 9:24
  and
• 9:24
  there's
• 9:24
  a,
• 9:24
  there's
• 9:24
  a
• 9:25
  rewarding
• 9:25
  part
• 9:25
  of
• 9:26
  being
• 9:26
  self
• 9:26
  sufficient.
• 9:26
  Right.
• 9:27
  In
• 9:27
  anything
• 9:27
  that
• 9:27
  we
• 9:27
  do.
• 9:28
  Well,
• 9:29
  yeah,
• 9:29
  the
• 9:29
  other
• 9:29
  part
• 9:29
  too,
• 9:30
  I
• 9:30
  think
• 9:30
  there's,
• 9:30
  there's
• 9:30
  a
• 9:30
  confidence
• 9:31
  factor
• 9:31
  too.
• 9:32
  You
• 9:32
  know,
• 9:32
  as
• 9:32
  a
• 9:32
  new
• 9:32
  employee,
• 9:33
  you
• 9:33
  have
• 9:33
  the
• 9:33
  confidence
• 9:34
  that
• 9:34
  you've
• 9:34
  got
• 9:34
  somebody
• 9:35
  that's
• 9:35
  there
• 9:35
  to
• 9:35
  help
• 9:36
  you
• 9:36
  in
• 9:36
  your
• 9:36
  ear,
• 9:37
  wherever
• 9:37
  it
• 9:38
  may
• 9:38
  be,
• 9:38
  you
• 9:39
  know,
• 9:39
  as
• 9:39
  you're
• 9:39
  trying
• 9:39
  to
• 9:39
  learn
• 9:40
  your
• 9:40
  job.
• 9:40
  Like,
• 9:40
  my
• 9:41
  favorite
• 9:41
  story
• 9:41
  that
• 9:41
  I,
• 9:42
  that
• 9:42
  I
• 9:42
  tell
• 9:42
  all
• 9:42
  the
• 9:42
  time
• 9:43
  is
• 9:43
  I
• 9:44
  remember
• 9:44
  my
• 9:45
  first,
• 9:45
  like
• 9:46
  week
• 9:46
  of
• 9:46
  training,
• 9:47
  I
• 9:47
  was
• 9:47
  getting
• 9:47
  cashier
• 9:48
  trained
• 9:49
  and
• 9:50
  there
• 9:50
  was
• 9:51
  a
• 9:51
  robbery
• 9:51
  at
• 9:51
  the
• 9:52
  Target
• 9:52
  store
• 9:52
  down
• 9:52
  the
• 9:53
  road
• 9:53
  from
• 9:53
  us.
• 9:53
  And
• 9:54
  I
• 9:54
  said
• 9:54
  to
• 9:54
  my
• 9:54
  manager,
• 9:55
  I
• 9:55
  was
• 9:55
  like,
• 9:56
  hey,
• 9:57
  how
• 9:57
  do
• 9:57
  I
• 9:57
  open
• 9:58
  the
• 9:58
  cash
• 9:58
  registers
• 9:59
  if
• 9:59
  somebody
• 9:59
  sticks
• 10:00
  a
• 10:00
  gun
• 10:00
  in
• 10:00
  my
• 10:00
  face?
• 10:00
  He's
• 10:01
  like,
• 10:01
  well,
• 10:01
  don't
• 10:01
  worry
• 10:01
  about
• 10:01
  it.
• 10:01
  You
• 10:01
  just
• 10:02
  call
• 10:02
  me.
• 10:02
  I'm
• 10:02
  like,
• 10:02
  I
• 10:03
  don't
• 10:03
  have
• 10:03
  time
• 10:03
  to
• 10:03
  call
• 10:03
  you.
• 10:04
  I
• 10:05
  don't
• 10:05
  have
• 10:05
  time.
• 10:06
  But
• 10:06
  in
• 10:07
  what
• 10:07
  you're
• 10:07
  describing,
• 10:08
  I
• 10:09
  could
• 10:09
  be
• 10:09
  like,
• 10:09
  hey,
• 10:10
  there's
• 10:10
  a
• 10:10
  guy,
• 10:11
  I
• 10:11
  need
• 10:11
  help.
• 10:12
  Tell
• 10:12
  me
• 10:12
  how
• 10:12
  to
• 10:12
  do
• 10:13
  this.
• 10:13
  Walk
• 10:13
  me
• 10:13
  through
• 10:13
  it.
• 10:14
  And
• 10:14
  you
• 10:14
  know,
• 10:14
  I'd
• 10:15
  feel
• 10:15
  much
• 10:15
  better
• 10:15
  about
• 10:15
  going
• 10:16
  into
• 10:16
  that
• 10:16
  situation
• 10:16
  than
• 10:17
  I
• 10:17
  did,
• 10:17
  you
• 10:17
  know,
• 10:18
  going
• 10:18
  into
• 10:18
  that
• 10:18
  situation
• 10:19
  back
• 10:19
  in
• 10:19
  the
• 10:19
  day.
• 10:20
  But
• 10:20
  why
• 10:20
  is
• 10:20
  the
• 10:21
  voice,
• 10:22
  why
• 10:23
  is
• 10:23
  the
• 10:23
  voice
• 10:23
  such
• 10:23
  an
• 10:24
  important
• 10:24
  element
• 10:25
  of
• 10:25
  this?
• 10:26
  Explain
• 10:26
  that
• 10:26
  a
• 10:27
  little
• 10:27
  bit
• 10:27
  more
• 10:27
  for
• 10:27
  us.
• 10:28
  Like,
• 10:28
  I
• 10:28
  like,
• 10:29
  why
• 10:29
  is
• 10:29
  that
• 10:29
  such
• 10:29
  a
• 10:31
  all
• 10:31
  encompassing
• 10:32
  layer
• 10:33
  of
• 10:33
  intelligence
• 10:34
  that
• 10:34
  is
• 10:34
  pretty
• 10:35
  much
• 10:35
  untapped
• 10:36
  in
• 10:36
  terms
• 10:36
  of
• 10:36
  how
• 10:36
  we
• 10:37
  currently
• 10:37
  operate?
• 10:38
  Yeah,
• 10:38
  I
• 10:39
  mean,
• 10:39
  look,
• 10:40
  is
• 10:40
  there,
• 10:40
  is
• 10:40
  there
• 10:40
  really
• 10:41
  like
• 10:41
  any
• 10:41
  sort
• 10:42
  of
• 10:42
  replacement
• 10:42
  for
• 10:43
  hearing,
• 10:44
  like
• 10:44
  when
• 10:45
  you're
• 10:45
  sort
• 10:45
  of
• 10:45
  watching
• 10:46
  game
• 10:46
  tape?
• 10:47
  Again,
• 10:47
  I'm
• 10:47
  a,
• 10:47
  I'm
• 10:47
  a,
• 10:47
  you
• 10:48
  know,
• 10:48
  I'm
• 10:48
  a
• 10:48
  sports
• 10:48
  guy.
• 10:49
  Like,
• 10:49
  you
• 10:49
  know,
• 10:49
  love,
• 10:50
  love
• 10:50
  the
• 10:50
  analogy
• 10:50
  of,
• 10:50
  like,
• 10:51
  how
• 10:51
  do
• 10:51
  you
• 10:51
  get
• 10:51
  better
• 10:52
  reflecting,
• 10:52
  etc.
• 10:53
  Like,
• 10:53
  is
• 10:53
  there
• 10:53
  a
• 10:53
  better
• 10:54
  way
• 10:54
  to
• 10:54
  reflect
• 10:55
  on
• 10:55
  what
• 10:55
  happened
• 10:55
  in
• 10:55
  your
• 10:56
  operation
• 10:56
  than
• 10:56
  hear
• 10:57
  exactly
• 10:58
  what
• 10:58
  happened
• 10:59
  and
• 10:59
  understand,
• 11:00
  you
• 11:00
  know,
• 11:00
  what
• 11:00
  was
• 11:00
  communicated
• 11:01
  how
• 11:01
  quickly,
• 11:02
  at
• 11:02
  what
• 11:02
  time
• 11:02
  in
• 11:03
  relation
• 11:03
  to
• 11:03
  one
• 11:03
  thing
• 11:04
  that
• 11:04
  happened?
• 11:04
  Right.
• 11:05
  And
• 11:05
  voices
• 11:06
  Just
• 11:06
  like,
• 11:06
  what
• 11:06
  do
• 11:07
  we
• 11:07
  do
• 11:07
  when
• 11:07
  we,
• 11:07
  when
• 11:07
  we,
• 11:08
  when
• 11:08
  we're
• 11:08
  born?
• 11:08
  Like,
• 11:09
  we
• 11:09
  learn
• 11:09
  how
• 11:09
  to
• 11:10
  walk,
• 11:10
  crawl
• 11:10
  and
• 11:10
  speak,
• 11:11
  know
• 11:11
  or
• 11:12
  crawl,
• 11:12
  walk
• 11:12
  and
• 11:13
  speak
• 11:13
  in,
• 11:13
  in
• 11:13
  more
• 11:14
  in
• 11:14
  that
• 11:14
  order.
• 11:15
  But
• 11:16
  like,
• 11:16
  you
• 11:16
  know,
• 11:17
  so,
• 11:17
  so,
• 11:17
  so
• 11:17
  voice
• 11:18
  is
• 11:18
  sort
• 11:18
  of
• 11:18
  the
• 11:19
  UI
• 11:19
  of
• 11:19
  operations,
• 11:20
  right?
• 11:20
  It's
• 11:20
  how
• 11:21
  people
• 11:21
  in
• 11:22
  the
• 11:22
  front
• 11:22
  line
• 11:22
  operates.
• 11:24
  And
• 11:24
  again,
• 11:24
  like,
• 11:25
  when
• 11:25
  you,
• 11:25
  when
• 11:25
  you
• 11:26
  now
• 11:26
  again
• 11:26
  tap
• 11:27
  into
• 11:27
  this
• 11:27
  gold
• 11:28
  mine
• 11:28
  of
• 11:29
  both
• 11:29
  things
• 11:29
  that
• 11:30
  are
• 11:30
  going
• 11:30
  well
• 11:30
  versus
• 11:31
  things
• 11:31
  that
• 11:31
  are
• 11:31
  maybe
• 11:32
  not
• 11:32
  going
• 11:32
  well,
• 11:33
  you
• 11:33
  learn
• 11:34
  based
• 11:34
  on
• 11:34
  reality
• 11:35
  and
• 11:35
  not,
• 11:35
  not
• 11:36
  a,
• 11:36
  you
• 11:36
  know,
• 11:36
  not
• 11:36
  a
• 11:37
  story
• 11:37
  that
• 11:37
  was
• 11:37
  told
• 11:37
  or
• 11:38
  something
• 11:38
  you
• 11:38
  heard
• 11:38
  about
• 11:38
  happening,
• 11:39
  you
• 11:40
  know,
• 11:40
  on,
• 11:40
  on
• 11:41
  the
• 11:41
  front
• 11:41
  line.
• 11:42
  It
• 11:42
  just,
• 11:42
  it
• 11:43
  just
• 11:43
  changes
• 11:44
  the,
• 11:45
  it
• 11:46
  honestly,
• 11:46
  it
• 11:46
  changes
• 11:47
  like
• 11:47
  how,
• 11:47
  how
• 11:48
  closely
• 11:48
  the
• 11:48
  stores
• 11:49
  are
• 11:49
  aligned
• 11:49
  to
• 11:50
  the
• 11:50
  corporate
• 11:50
  objectives,
• 11:51
  right?
• 11:51
  If
• 11:52
  you
• 11:52
  think
• 11:52
  about
• 11:52
  that,
• 11:54
  you
• 11:54
  know,
• 11:54
  you
• 11:54
  can
• 11:55
  go
• 11:55
  ask
• 11:55
  like,
• 11:56
  hey,
• 11:56
  you
• 11:56
  know,
• 11:57
  you
• 11:57
  can
• 11:57
  go
• 11:57
  ask
• 11:57
  of
• 11:57
  the
• 11:58
  data,
• 11:58
  the
• 11:58
  voice
• 11:58
  data,
• 11:59
  right?
• 11:59
  Hey,
• 11:59
  our
• 11:59
  corporate
• 12:00
  objectives
• 12:00
  are
• 12:00
  A,
• 12:01
  B
• 12:01
  and
• 12:01
  C,
• 12:01
  right?
• 12:02
  We're
• 12:02
  trying
• 12:02
  to
• 12:02
  accomplish
• 12:02
  these
• 12:03
  things.
• 12:03
  Tell
• 12:03
  me
• 12:03
  which
• 12:04
  of
• 12:04
  my
• 12:04
  stores,
• 12:05
  based
• 12:05
  on
• 12:05
  the
• 12:05
  frontline
• 12:06
  conversations
• 12:07
  are
• 12:07
  very
• 12:08
  aligned
• 12:08
  and
• 12:08
  tell
• 12:08
  me
• 12:08
  which
• 12:09
  ones
• 12:09
  are
• 12:09
  not
• 12:09
  aligned,
• 12:10
  right?
• 12:10
  And
• 12:10
  you
• 12:10
  might
• 12:11
  learn
• 12:11
  something
• 12:11
  from
• 12:11
  that
• 12:12
  answer
• 12:12
  that
• 12:12
  you've
• 12:13
  never
• 12:13
  even
• 12:13
  had
• 12:13
  access
• 12:14
  to
• 12:14
  before.
• 12:15
  You
• 12:15
  might,
• 12:15
  you
• 12:15
  might
• 12:15
  learn
• 12:16
  that,
• 12:16
  man,
• 12:17
  like,
• 12:17
  the
• 12:17
  stores
• 12:17
  that
• 12:17
  are
• 12:17
  not
• 12:18
  aligned
• 12:18
  to
• 12:18
  our
• 12:18
  objectives
• 12:19
  are
• 12:19
  actually
• 12:19
  the
• 12:19
  ones
• 12:19
  that
• 12:19
  are
• 12:20
  selling
• 12:20
  the
• 12:20
  most
• 12:20
  or
• 12:21
  having
• 12:21
  the
• 12:21
  best
• 12:21
  customer.
• 12:22
  Customer
• 12:22
  experiences.
• 12:23
  Right?
• 12:23
  Maybe,
• 12:24
  like
• 12:24
  they've
• 12:25
  learned
• 12:25
  something
• 12:25
  quicker,
• 12:26
  haven't
• 12:26
  reported
• 12:26
  it
• 12:27
  back
• 12:27
  because
• 12:27
  reporting
• 12:28
  back
• 12:28
  against
• 12:29
  the.
• 12:29
  Maybe
• 12:29
  a
• 12:29
  company
• 12:29
  direction
• 12:30
  is
• 12:30
  not
• 12:30
  the
• 12:30
  easiest
• 12:31
  thing
• 12:32
  to
• 12:32
  do.
• 12:32
  So.
• 12:33
  Yeah,
• 12:34
  I
• 12:34
  don't
• 12:34
  know.
• 12:34
  Does
• 12:34
  that,
• 12:34
  does
• 12:34
  that
• 12:34
  make
• 12:34
  sense?
• 12:35
  It
• 12:35
  does,
• 12:35
  it
• 12:36
  does,
• 12:36
  yeah.
• 12:36
  And
• 12:36
  so,
• 12:37
  like,
• 12:37
  yeah,
• 12:37
  I
• 12:37
  mean,
• 12:37
  get.
• 12:38
  Basically
• 12:38
  what
• 12:38
  you're
• 12:38
  getting
• 12:38
  at
• 12:38
  is
• 12:39
  we
• 12:39
  only
• 12:39
  know
• 12:40
  what
• 12:40
  we
• 12:40
  know
• 12:40
  and
• 12:41
  there's
• 12:41
  so
• 12:41
  much
• 12:41
  we
• 12:41
  don't
• 12:42
  know
• 12:42
  in
• 12:42
  terms
• 12:42
  of
• 12:43
  what's
• 12:43
  happening
• 12:43
  on
• 12:43
  the
• 12:44
  sales
• 12:44
  floor.
• 12:44
  And
• 12:44
  so
• 12:45
  from
• 12:45
  a
• 12:45
  management
• 12:45
  standpoint,
• 12:46
  then
• 12:47
  what
• 12:47
  I'm
• 12:47
  hearing
• 12:47
  you
• 12:47
  say
• 12:48
  too
• 12:48
  is
• 12:48
  like,
• 12:49
  we've
• 12:49
  actually
• 12:49
  been
• 12:49
  flying
• 12:50
  a
• 12:50
  little
• 12:50
  bit
• 12:50
  blind
• 12:51
  in
• 12:51
  terms
• 12:51
  of
• 12:52
  measuring
• 12:53
  or
• 12:53
  monitoring
• 12:54
  the
• 12:54
  inputs
• 12:54
  that
• 12:54
  we're
• 12:55
  expecting
• 12:55
  to
• 12:55
  get
• 12:56
  the
• 12:56
  outputs
• 12:56
  that
• 12:56
  we
• 12:57
  are
• 12:57
  measuring.
• 12:57
  Because
• 12:58
  in
• 12:58
  retail
• 12:58
  we're
• 12:58
  really
• 12:59
  good
• 12:59
  at
• 12:59
  measuring
• 12:59
  the
• 12:59
  outputs.
• 13:00
  We're
• 13:00
  really
• 13:00
  good
• 13:00
  at
• 13:00
  measuring
• 13:01
  sales.
• 13:02
  You
• 13:02
  know,
• 13:02
  we're
• 13:03
  really
• 13:03
  good
• 13:03
  at
• 13:03
  how.
• 13:04
  Measuring
• 13:04
  how
• 13:04
  fast
• 13:05
  we
• 13:05
  can
• 13:05
  push
• 13:05
  the
• 13:05
  truck,
• 13:06
  but
• 13:06
  we're
• 13:06
  not
• 13:06
  really
• 13:07
  good
• 13:07
  at
• 13:07
  understanding
• 13:08
  what
• 13:08
  drove
• 13:09
  those
• 13:09
  outputs
• 13:10
  to
• 13:10
  begin
• 13:10
  with.
• 13:10
  Is
• 13:11
  that
• 13:11
  what
• 13:11
  you're
• 13:11
  saying?
• 13:12
  Yeah,
• 13:12
  I
• 13:12
  think,
• 13:13
  yeah,
• 13:13
  I
• 13:13
  think
• 13:13
  you
• 13:14
  nailed
• 13:14
  it.
• 13:14
  I
• 13:14
  think
• 13:15
  most
• 13:15
  of
• 13:15
  the
• 13:15
  technology
• 13:16
  transformation
• 13:17
  that's
• 13:17
  happened
• 13:17
  for
• 13:17
  the
• 13:17
  last
• 13:18
  decade
• 13:18
  is
• 13:18
  focused
• 13:19
  on
• 13:19
  the
• 13:19
  outputs
• 13:19
  and
• 13:20
  the
• 13:20
  results,
• 13:20
  but
• 13:21
  we're
• 13:21
  not
• 13:21
  really
• 13:21
  measuring
• 13:22
  the
• 13:22
  inputs.
• 13:23
  Like,
• 13:23
  everything
• 13:23
  has
• 13:23
  sort
• 13:24
  of
• 13:24
  Been
• 13:24
  built
• 13:25
  for
• 13:25
  headquarters,
• 13:26
  right?
• 13:26
  To,
• 13:26
  like,
• 13:26
  watch
• 13:27
  what's
• 13:27
  happening
• 13:27
  in
• 13:27
  the
• 13:27
  store.
• 13:28
  So
• 13:28
  watch
• 13:28
  the
• 13:28
  floor.
• 13:28
  And
• 13:29
  not
• 13:29
  so
• 13:29
  much
• 13:29
  for
• 13:29
  the
• 13:30
  floor
• 13:31
  to
• 13:31
  talk
• 13:31
  back
• 13:32
  or
• 13:32
  to
• 13:32
  listen
• 13:32
  to
• 13:32
  the
• 13:32
  floor.
• 13:33
  Right?
• 13:33
  So
• 13:33
  the
• 13:33
  associate
• 13:34
  now
• 13:35
  with
• 13:35
  your
• 13:35
  voice
• 13:35
  intelligence
• 13:36
  layer,
• 13:36
  the
• 13:36
  associate
• 13:37
  is
• 13:37
  the
• 13:37
  sensor.
• 13:38
  It's
• 13:38
  what
• 13:38
  you're
• 13:39
  measuring,
• 13:40
  you
• 13:40
  know,
• 13:40
  no
• 13:40
  longer
• 13:40
  the
• 13:41
  output
• 13:41
  or
• 13:41
  the
• 13:41
  subject.
• 13:43
  So,
• 13:43
  yeah,
• 13:43
  I
• 13:43
  think
• 13:43
  it's.
• 13:44
  It's
• 13:44
  an
• 13:44
  interesting.
• 13:45
  And
• 13:45
  I
• 13:45
  say
• 13:45
  no
• 13:45
  longer.
• 13:46
  I
• 13:46
  think.
• 13:46
  I
• 13:46
  think
• 13:46
  these
• 13:46
  two
• 13:47
  things
• 13:47
  are
• 13:47
  combined,
• 13:48
  right?
• 13:48
  Like,
• 13:48
  you
• 13:48
  need
• 13:48
  to
• 13:48
  do
• 13:49
  both.
• 13:49
  You
• 13:49
  can't
• 13:49
  do
• 13:49
  one
• 13:50
  or
• 13:50
  no.
• 13:50
  Yeah,
• 13:51
  yeah,
• 13:53
  yeah.
• 13:53
  You
• 13:53
  got
• 13:53
  to
• 13:53
  measure
• 13:54
  both
• 13:54
  sides
• 13:54
  of
• 13:54
  it.
• 13:54
  But
• 13:55
  it's
• 13:55
  really.
• 13:55
  It's
• 13:55
  really
• 13:56
  fascinating
• 13:56
  when
• 13:56
  you
• 13:56
  think
• 13:56
  about
• 13:57
  it,
• 13:57
  because,
• 13:58
  you
• 13:58
  know,
• 13:58
  having
• 13:58
  been
• 13:58
  in
• 13:58
  retail
• 13:58
  as
• 13:59
  long
• 13:59
  as
• 13:59
  I.
• 13:59
  As
• 14:00
  I
• 14:00
  have
• 14:00
  been
• 14:00
  and
• 14:01
  was
• 14:04
  what
• 14:04
  you're
• 14:04
  talking
• 14:04
  about
• 14:05
  did
• 14:05
  not
• 14:05
  exist.
• 14:05
  Like,
• 14:06
  it's
• 14:06
  a
• 14:06
  black.
• 14:06
  It
• 14:06
  was
• 14:06
  a.
• 14:07
  It
• 14:07
  was
• 14:07
  a
• 14:07
  black
• 14:07
  hole.
• 14:08
  To
• 14:08
  understand,
• 14:08
  like,
• 14:09
  you
• 14:09
  know,
• 14:09
  what
• 14:09
  is
• 14:09
  the
• 14:09
  quality
• 14:10
  of
• 14:10
  my
• 14:10
  sales
• 14:10
  engagement?
• 14:11
  What
• 14:11
  is
• 14:11
  the
• 14:11
  quality
• 14:12
  of
• 14:12
  my
• 14:12
  cashier,
• 14:13
  you
• 14:14
  know,
• 14:14
  engagement?
• 14:15
  How
• 14:15
  long
• 14:15
  is
• 14:15
  it
• 14:16
  taking
• 14:16
  me?
• 14:17
  How
• 14:17
  long
• 14:17
  is
• 14:17
  a
• 14:17
  sales
• 14:18
  associate
• 14:18
  taking
• 14:19
  to
• 14:19
  find
• 14:19
  a
• 14:19
  product
• 14:20
  when
• 14:20
  queried
• 14:21
  by
• 14:21
  a
• 14:21
  customer
• 14:23
  who's
• 14:23
  not
• 14:23
  able
• 14:23
  to
• 14:23
  find
• 14:24
  something
• 14:24
  on
• 14:24
  the
• 14:24
  shelf
• 14:25
  or
• 14:25
  they
• 14:25
  need
• 14:25
  to
• 14:25
  go
• 14:25
  look
• 14:26
  in
• 14:26
  the
• 14:26
  back
• 14:26
  room?
• 14:26
  Right?
• 14:27
  All
• 14:27
  that's
• 14:27
  absent
• 14:29
  unless
• 14:29
  we
• 14:29
  start
• 14:30
  putting
• 14:30
  the
• 14:30
  level
• 14:30
  of
• 14:30
  intelligence
• 14:31
  into
• 14:31
  it
• 14:31
  and
• 14:32
  start
• 14:32
  recording
• 14:32
  the
• 14:32
  data
• 14:33
  in
• 14:33
  a
• 14:33
  way
• 14:33
  that
• 14:34
  you're
• 14:34
  describing.
• 14:35
  Yeah,
• 14:36
  I
• 14:36
  mean.
• 14:36
  I
• 14:36
  mean,
• 14:36
  to
• 14:37
  take
• 14:37
  it
• 14:37
  maybe
• 14:37
  a
• 14:37
  step
• 14:38
  further
• 14:38
  and
• 14:39
  kind
• 14:39
  of
• 14:39
  think
• 14:39
  you
• 14:40
  kind
• 14:40
  of
• 14:40
  hit
• 14:40
  on
• 14:41
  staffing
• 14:41
  levels
• 14:42
  and,
• 14:43
  you
• 14:43
  know,
• 14:43
  what's
• 14:44
  happening
• 14:44
  at
• 14:44
  the
• 14:44
  cash
• 14:44
  register.
• 14:45
  Like,
• 14:45
  you
• 14:46
  know,
• 14:46
  how
• 14:46
  do.
• 14:47
  How
• 14:47
  do
• 14:47
  store
• 14:47
  ops
• 14:48
  plan
• 14:48
  for
• 14:48
  staffing
• 14:49
  levels?
• 14:50
  How
• 14:50
  is
• 14:50
  that
• 14:50
  planned?
• 14:51
  Like,
• 14:52
  right
• 14:53
  at
• 14:53
  the
• 14:53
  sales
• 14:53
  levels
• 14:54
  from
• 14:54
  year
• 14:54
  before
• 14:54
  and
• 14:54
  what
• 14:55
  you're
• 14:55
  projecting
• 14:55
  for
• 14:56
  this
• 14:56
  next
• 14:56
  period
• 14:56
  of
• 14:57
  time,
• 14:57
  Right,
• 14:57
  exactly.
• 14:57
  And
• 14:58
  then
• 14:58
  a
• 14:58
  little
• 14:58
  bit
• 14:58
  of
• 14:58
  like,
• 14:58
  oh,
• 14:59
  you
• 14:59
  know,
• 15:00
  okay,
• 15:00
  Saturdays
• 15:01
  are
• 15:01
  the
• 15:01
  most
• 15:02
  busy,
• 15:02
  depending
• 15:02
  on
• 15:02
  exactly
• 15:03
  what
• 15:03
  your,
• 15:03
  you
• 15:03
  know,
• 15:04
  your
• 15:04
  store
• 15:04
  ops
• 15:04
  are
• 15:04
  doing.
• 15:04
  But
• 15:05
  like,
• 15:05
  oh,
• 15:05
  Saturdays
• 15:05
  are
• 15:05
  really
• 15:05
  busy.
• 15:06
  Let's
• 15:06
  staff
• 15:06
  up
• 15:06
  for
• 15:06
  it.
• 15:07
  But
• 15:07
  like,
• 15:07
  what
• 15:07
  if.
• 15:08
  What
• 15:08
  if
• 15:09
  on
• 15:09
  top
• 15:09
  of
• 15:09
  that,
• 15:10
  you
• 15:10
  learned
• 15:10
  that,
• 15:11
  man,
• 15:11
  like,
• 15:12
  the
• 15:12
  reason
• 15:12
  we
• 15:13
  don't
• 15:13
  have
• 15:13
  high
• 15:13
  sales
• 15:14
  on
• 15:14
  Friday
• 15:14
  or
• 15:15
  Thursday,
• 15:15
  right.
• 15:16
  Is
• 15:16
  because
• 15:17
  we're
• 15:17
  like,
• 15:18
  if
• 15:18
  you
• 15:18
  listen
• 15:18
  to
• 15:18
  the
• 15:18
  voice
• 15:19
  data,
• 15:20
  we
• 15:20
  constantly
• 15:21
  have
• 15:21
  backups
• 15:21
  at
• 15:22
  the
• 15:22
  cash
• 15:22
  register.
• 15:22
  We
• 15:23
  constantly
• 15:23
  have
• 15:24
  requests
• 15:24
  for
• 15:24
  help
• 15:25
  for
• 15:25
  more
• 15:25
  cashiers
• 15:26
  to
• 15:26
  come
• 15:26
  to
• 15:26
  the
• 15:26
  front,
• 15:27
  right?
• 15:27
  And
• 15:27
  guess
• 15:28
  what's
• 15:28
  happening?
• 15:28
  Our
• 15:28
  customers
• 15:29
  are
• 15:29
  walking
• 15:29
  out
• 15:29
  and
• 15:29
  not
• 15:30
  transacting,
• 15:30
  so
• 15:30
  the
• 15:30
  output
• 15:31
  of
• 15:31
  sales
• 15:32
  isn't
• 15:32
  there.
• 15:33
  And
• 15:33
  so
• 15:33
  you're
• 15:33
  like,
• 15:34
  it's
• 15:34
  this,
• 15:34
  like,
• 15:34
  just
• 15:35
  like,
• 15:35
  cyclical
• 15:36
  problem
• 15:36
  of.
• 15:37
  Of
• 15:37
  like,
• 15:38
  solving
• 15:38
  the
• 15:38
  wrong
• 15:38
  problem,
• 15:39
  you
• 15:39
  know,
• 15:39
  whereas
• 15:39
  maybe
• 15:40
  Thursdays
• 15:40
  could
• 15:40
  be
• 15:40
  better
• 15:40
  than
• 15:40
  Fridays
• 15:41
  and
• 15:41
  Saturdays
• 15:42
  if
• 15:42
  we
• 15:42
  were
• 15:42
  staffed
• 15:42
  appropriately.
• 15:44
  Right?
• 15:44
  Yeah.
• 15:44
  And
• 15:44
  the
• 15:44
  best
• 15:45
  store
• 15:45
  managers
• 15:46
  are
• 15:46
  the
• 15:46
  ones
• 15:46
  that
• 15:46
  know
• 15:47
  that
• 15:47
  inherently,
• 15:48
  they're
• 15:48
  intuitively
• 15:48
  understanding
• 15:49
  that,
• 15:49
  and
• 15:49
  they're
• 15:50
  changing
• 15:51
  or
• 15:51
  augmenting
• 15:52
  their
• 15:52
  payroll
• 15:52
  within
• 15:52
  the
• 15:53
  budget
• 15:53
  that
• 15:53
  they
• 15:53
  get
• 15:54
  to
• 15:54
  make
• 15:55
  to
• 15:55
  account
• 15:55
  for
• 15:56
  that.
• 15:56
  But
• 15:56
  there's
• 15:57
  really
• 15:57
  no
• 15:58
  window
• 15:58
  into
• 15:59
  why
• 15:59
  it's
• 15:59
  happening
• 16:00
  and
• 16:00
  no
• 16:00
  trend,
• 16:01
  no
• 16:01
  feedback
• 16:02
  loop
• 16:02
  back
• 16:02
  to
• 16:02
  headquarters
• 16:03
  to
• 16:03
  tell
• 16:03
  them
• 16:03
  that
• 16:03
  that's
• 16:04
  happening
• 16:04
  too.
• 16:05
  Yep.
• 16:05
  Wow.
• 16:05
  So
• 16:06
  what
• 16:06
  are.
• 16:06
  That's
• 16:06
  a
• 16:06
  great
• 16:07
  example.
• 16:07
  So,
• 16:07
  like,
• 16:07
  what
• 16:07
  are
• 16:08
  some
• 16:08
  other
• 16:09
  concrete
• 16:10
  examples
• 16:10
  you
• 16:10
  can
• 16:10
  share
• 16:11
  where
• 16:12
  you've
• 16:12
  seen
• 16:13
  this
• 16:14
  kind
• 16:14
  of
• 16:14
  theory
• 16:15
  put
• 16:15
  into
• 16:15
  practice
• 16:16
  and
• 16:16
  have
• 16:16
  an,
• 16:17
  you
• 16:18
  know,
• 16:18
  an
• 16:18
  actual
• 16:18
  impact
• 16:19
  on
• 16:19
  the
• 16:19
  business?
• 16:20
  Yeah,
• 16:21
  you
• 16:21
  know,
• 16:21
  one
• 16:21
  of
• 16:21
  my.
• 16:21
  One
• 16:21
  of
• 16:22
  the
• 16:22
  very
• 16:22
  first.
• 16:22
  When
• 16:22
  we
• 16:22
  kind
• 16:23
  of
• 16:23
  rolled
• 16:23
  this
• 16:23
  out
• 16:23
  a
• 16:23
  while
• 16:24
  ago,
• 16:24
  one
• 16:24
  of
• 16:24
  the
• 16:24
  first
• 16:24
  stories
• 16:25
  that
• 16:25
  popped
• 16:25
  out
• 16:25
  immediately
• 16:26
  that,
• 16:26
  you
• 16:26
  know,
• 16:26
  when
• 16:27
  we
• 16:27
  were
• 16:27
  testing
• 16:27
  with
• 16:27
  one
• 16:27
  of
• 16:27
  our
• 16:27
  customers
• 16:28
  in
• 16:28
  a
• 16:29
  few
• 16:29
  of
• 16:29
  their
• 16:29
  stor,
• 16:30
  it
• 16:30
  was
• 16:30
  this.
• 16:30
  This
• 16:30
  example
• 16:31
  of.
• 16:32
  Of
• 16:32
  they
• 16:33
  kept
• 16:33
  getting
• 16:33
  these
• 16:33
  price
• 16:34
  checks
• 16:34
  for
• 16:34
  the
• 16:34
  same
• 16:35
  product
• 16:35
  over
• 16:36
  and
• 16:37
  over
• 16:37
  again,
• 16:37
  like
• 16:37
  in
• 16:37
  their
• 16:38
  data.
• 16:38
  Like,
• 16:38
  man,
• 16:38
  why
• 16:38
  do.
• 16:39
  Why
• 16:39
  do
• 16:39
  customers
• 16:39
  keep
• 16:40
  asking
• 16:40
  for
• 16:40
  a
• 16:40
  price
• 16:41
  check
• 16:41
  on
• 16:41
  this
• 16:41
  one
• 16:41
  plant?
• 16:43
  And,
• 16:43
  you
• 16:43
  know,
• 16:43
  so
• 16:44
  then
• 16:44
  they.
• 16:44
  Because
• 16:45
  it
• 16:45
  showed
• 16:45
  up
• 16:45
  in
• 16:45
  the
• 16:45
  data,
• 16:46
  like,
• 16:46
  product
• 16:46
  abc,
• 16:47
  this
• 16:47
  one
• 16:47
  plant,
• 16:48
  right?
• 16:48
  They
• 16:48
  go
• 16:48
  out
• 16:48
  and
• 16:48
  they
• 16:49
  start
• 16:49
  looking
• 16:49
  at
• 16:49
  the
• 16:49
  floor
• 16:49
  and
• 16:49
  they
• 16:50
  start
• 16:50
  observing
• 16:50
  what's
• 16:50
  happening.
• 16:51
  And
• 16:51
  it
• 16:51
  turns
• 16:51
  out,
• 16:52
  like,
• 16:52
  the,
• 16:53
  the
• 16:53
  price.
• 16:53
  The
• 16:54
  price
• 16:54
  label
• 16:54
  that
• 16:54
  was
• 16:55
  on
• 16:55
  that
• 16:55
  thing,
• 16:56
  like,
• 16:56
  it
• 16:56
  was.
• 16:57
  It
• 16:57
  was
• 16:57
  put
• 16:57
  on
• 16:57
  the
• 16:57
  plant,
• 16:58
  right?
• 16:58
  Where
• 16:58
  they
• 16:58
  water
• 16:59
  it,
• 16:59
  right?
• 16:59
  Sort
• 16:59
  of
• 16:59
  down
• 17:00
  low
• 17:00
  where
• 17:00
  it's
• 17:00
  getting
• 17:01
  watered
• 17:01
  every
• 17:01
  single
• 17:01
  day.
• 17:01
  And
• 17:02
  the
• 17:02
  price
• 17:02
  was
• 17:02
  rubbing
• 17:02
  off,
• 17:03
  right?
• 17:04
  And.
• 17:05
  And
• 17:05
  so,
• 17:05
  like,
• 17:06
  like,
• 17:06
  wait
• 17:06
  a
• 17:06
  second.
• 17:06
  What
• 17:07
  if.
• 17:07
  What
• 17:07
  if
• 17:07
  we
• 17:07
  just
• 17:07
  change
• 17:08
  the
• 17:08
  way
• 17:08
  we
• 17:08
  do
• 17:09
  the
• 17:09
  label,
• 17:09
  right?
• 17:09
  Like,
• 17:10
  stop
• 17:10
  putting
• 17:10
  it
• 17:10
  down
• 17:10
  here
• 17:10
  where
• 17:10
  we're
• 17:11
  watering,
• 17:11
  move
• 17:11
  it
• 17:12
  up
• 17:12
  or
• 17:12
  change
• 17:12
  the
• 17:12
  label.
• 17:13
  And
• 17:13
  again,
• 17:13
  like,
• 17:14
  you
• 17:14
  know,
• 17:14
  just.
• 17:14
  Just
• 17:15
  that,
• 17:15
  that
• 17:16
  imagine
• 17:16
  like,
• 17:17
  the
• 17:17
  efficiency
• 17:17
  that
• 17:17
  creates
• 17:18
  over
• 17:18
  time
• 17:18
  if.
• 17:18
  If
• 17:18
  it
• 17:19
  showed
• 17:19
  up
• 17:19
  in
• 17:19
  the
• 17:19
  data
• 17:19
  within
• 17:20
  a
• 17:20
  couple
• 17:20
  of
• 17:20
  weeks,
• 17:21
  that
• 17:21
  this
• 17:21
  one
• 17:21
  product
• 17:22
  continues
• 17:22
  to
• 17:22
  get
• 17:23
  price
• 17:23
  checks.
• 17:24
  You
• 17:24
  know,
• 17:24
  imagine
• 17:25
  the
• 17:25
  impact
• 17:25
  that
• 17:25
  has
• 17:25
  kind
• 17:26
  of
• 17:26
  across
• 17:26
  other
• 17:27
  sort
• 17:27
  of
• 17:27
  trends
• 17:27
  that
• 17:27
  they're
• 17:28
  seeing
• 17:28
  in
• 17:28
  the
• 17:28
  data.
• 17:28
  So
• 17:28
  that.
• 17:29
  That
• 17:29
  was
• 17:29
  one
• 17:29
  of
• 17:29
  the
• 17:29
  first
• 17:30
  examples
• 17:30
  that
• 17:30
  popped
• 17:31
  up.
• 17:31
  But,
• 17:31
  man,
• 17:31
  like,
• 17:32
  we've
• 17:32
  heard
• 17:32
  everything
• 17:32
  from.
• 17:33
  Oh,
• 17:33
  look,
• 17:33
  look.
• 17:33
  Another
• 17:34
  real
• 17:34
  problem
• 17:34
  is
• 17:34
  safety
• 17:35
  incidents.
• 17:35
  You
• 17:35
  alluded
• 17:35
  to
• 17:35
  this
• 17:36
  at
• 17:36
  the
• 17:36
  very
• 17:36
  beginning,
• 17:37
  this
• 17:37
  recording
• 17:38
  of
• 17:38
  safety
• 17:38
  incidents.
• 17:39
  Like,
• 17:40
  it's
• 17:40
  not
• 17:40
  that
• 17:40
  people
• 17:41
  don't
• 17:41
  want
• 17:41
  to
• 17:41
  record
• 17:41
  the
• 17:42
  safety
• 17:42
  incident
• 17:42
  that
• 17:43
  it
• 17:43
  happened.
• 17:44
  It's
• 17:44
  that
• 17:44
  it's
• 17:44
  not
• 17:44
  easy
• 17:45
  to
• 17:45
  do
• 17:45
  it.
• 17:45
  And
• 17:45
  so
• 17:45
  with.
• 17:46
  With
• 17:46
  the
• 17:46
  ability
• 17:47
  to
• 17:47
  have,
• 17:47
  you
• 17:48
  know,
• 17:48
  this
• 17:48
  voice
• 17:48
  layer
• 17:49
  this.
• 17:50
  This
• 17:50
  intelligence
• 17:50
  on
• 17:50
  the
• 17:50
  voice
• 17:51
  later
• 17:51
  captured,
• 17:51
  like
• 17:51
  what
• 17:52
  if,
• 17:52
  what
• 17:52
  if
• 17:52
  safety
• 17:52
  incidents
• 17:53
  were
• 17:53
  auto
• 17:53
  reported
• 17:54
  right.
• 17:54
  Directly
• 17:54
  into
• 17:55
  your
• 17:55
  safety
• 17:55
  system
• 17:56
  and
• 17:56
  that
• 17:56
  it,
• 17:57
  you
• 17:57
  know,
• 17:57
  then.
• 17:57
  Then
• 17:57
  kind
• 17:58
  of
• 17:58
  triggered
• 17:58
  the
• 17:58
  process
• 17:58
  to,
• 17:59
  you
• 17:59
  know,
• 17:59
  eliminate
• 18:00
  or
• 18:00
  try
• 18:00
  and
• 18:00
  eliminate
• 18:00
  those.
• 18:01
  Right.
• 18:01
  Like,
• 18:01
  so
• 18:01
  we've
• 18:02
  seen,
• 18:02
  we've
• 18:02
  seen
• 18:02
  like
• 18:03
  recently
• 18:04
  there
• 18:04
  was
• 18:04
  an
• 18:04
  example
• 18:05
  in
• 18:05
  the
• 18:05
  customer's
• 18:05
  data
• 18:06
  where,
• 18:06
  you
• 18:06
  know,
• 18:06
  a
• 18:07
  returned
• 18:08
  glass
• 18:08
  bird
• 18:09
  feeder
• 18:09
  got
• 18:09
  left
• 18:10
  on
• 18:10
  the
• 18:10
  counter.
• 18:10
  Associate
• 18:11
  end
• 18:11
  up
• 18:11
  cutting
• 18:11
  their
• 18:11
  hand
• 18:12
  on
• 18:12
  it.
• 18:12
  Right?
• 18:13
  Oh,
• 18:13
  wow.
• 18:13
  Safety
• 18:14
  incident
• 18:14
  that
• 18:14
  happened
• 18:14
  because
• 18:15
  it
• 18:15
  was.
• 18:15
  The
• 18:15
  customer
• 18:16
  was
• 18:16
  returning
• 18:16
  it
• 18:16
  because
• 18:16
  it
• 18:17
  was
• 18:17
  broken
• 18:17
  when
• 18:17
  they
• 18:18
  opened
• 18:18
  it
• 18:18
  in
• 18:18
  the
• 18:18
  box
• 18:19
  right
• 18:19
  out
• 18:20
  there
• 18:20
  on
• 18:20
  the
• 18:20
  counter.
• 18:20
  Broken.
• 18:21
  Instead
• 18:21
  of
• 18:21
  following
• 18:21
  the
• 18:22
  right
• 18:22
  process
• 18:22
  of
• 18:22
  immediately
• 18:23
  doing
• 18:23
  something
• 18:23
  about
• 18:24
  it,
• 18:24
  associate
• 18:25
  cuts
• 18:25
  her
• 18:25
  hand
• 18:25
  on
• 18:25
  it.
• 18:26
  It
• 18:26
  was
• 18:26
  not
• 18:26
  reported
• 18:26
  in
• 18:27
  any
• 18:27
  systems.
• 18:27
  The
• 18:27
  only
• 18:28
  reason
• 18:28
  they
• 18:28
  captured
• 18:28
  it
• 18:28
  was
• 18:29
  because
• 18:29
  it
• 18:30
  was
• 18:30
  in
• 18:30
  the
• 18:30
  voice
• 18:30
  data.
• 18:30
  Right.
• 18:31
  Associates
• 18:31
  are
• 18:31
  talking
• 18:32
  to
• 18:32
  each
• 18:32
  other
• 18:32
  about
• 18:32
  help.
• 18:33
  Someone
• 18:34
  who
• 18:34
  cut
• 18:34
  their
• 18:34
  hand,
• 18:35
  another
• 18:36
  one
• 18:36
  that,
• 18:36
  that
• 18:37
  recently
• 18:37
  popped
• 18:38
  up,
• 18:39
  another
• 18:39
  customer
• 18:39
  who
• 18:40
  invested
• 18:41
  in,
• 18:41
  in
• 18:42
  a,
• 18:42
  in
• 18:42
  a
• 18:42
  button
• 18:43
  to.
• 18:43
  At
• 18:44
  the
• 18:44
  cash
• 18:44
  registers.
• 18:45
  There's
• 18:45
  a
• 18:45
  button
• 18:46
  at
• 18:46
  the
• 18:46
  cash
• 18:46
  registers
• 18:46
  to
• 18:46
  ask
• 18:47
  for
• 18:47
  help.
• 18:47
  So
• 18:47
  what
• 18:47
  happens
• 18:47
  normally
• 18:48
  when,
• 18:48
  when
• 18:48
  the
• 18:48
  cash
• 18:48
  registers
• 18:49
  lines
• 18:49
  back
• 18:49
  up,
• 18:50
  you
• 18:50
  know,
• 18:50
  go
• 18:50
  over
• 18:50
  the
• 18:50
  PA
• 18:51
  system
• 18:51
  or,
• 18:51
  or
• 18:51
  the
• 18:51
  radio,
• 18:52
  whatever
• 18:52
  that
• 18:52
  you
• 18:52
  have
• 18:52
  used
• 18:53
  traditionally
• 18:54
  to
• 18:54
  ask
• 18:55
  for
• 18:55
  cashiers
• 18:56
  to
• 18:56
  come
• 18:56
  to
• 18:56
  the
• 18:56
  front.
• 18:57
  Right.
• 18:57
  Well,
• 18:58
  this
• 18:58
  customer
• 18:59
  had
• 18:59
  invested
• 18:59
  a
• 18:59
  bunch
• 18:59
  of
• 19:00
  money,
• 19:00
  done
• 19:00
  a
• 19:00
  bunch
• 19:00
  of
• 19:00
  testing.
• 19:01
  They
• 19:01
  had
• 19:01
  created
• 19:01
  a
• 19:02
  button.
• 19:02
  Every
• 19:02
  cash
• 19:02
  register
• 19:03
  had
• 19:03
  a
• 19:03
  button.
• 19:03
  So,
• 19:04
  like,
• 19:04
  you
• 19:04
  could
• 19:04
  click
• 19:04
  the
• 19:04
  button
• 19:05
  and
• 19:05
  it
• 19:05
  followed
• 19:06
  their
• 19:06
  protocol
• 19:06
  to
• 19:06
  request
• 19:07
  help.
• 19:07
  Well,
• 19:08
  this
• 19:09
  button
• 19:09
  had
• 19:09
  been
• 19:10
  broken
• 19:10
  for
• 19:10
  a
• 19:10
  long
• 19:10
  time
• 19:11
  in,
• 19:11
  in
• 19:12
  one
• 19:12
  of
• 19:12
  these
• 19:12
  stores.
• 19:13
  Nobody
• 19:14
  had
• 19:14
  said
• 19:14
  anything.
• 19:14
  They
• 19:14
  had
• 19:14
  sort
• 19:14
  of
• 19:15
  reverted
• 19:15
  back
• 19:15
  to
• 19:15
  old
• 19:15
  ways.
• 19:16
  And
• 19:16
  it
• 19:16
  wasn't
• 19:16
  until
• 19:16
  they
• 19:16
  were,
• 19:17
  you
• 19:17
  know,
• 19:17
  analyzing
• 19:18
  the
• 19:18
  voice
• 19:18
  data
• 19:19
  that,
• 19:19
  that
• 19:20
  they
• 19:20
  realized,
• 19:20
  like,
• 19:20
  wait
• 19:20
  a
• 19:21
  second,
• 19:21
  why
• 19:21
  aren't
• 19:21
  they
• 19:21
  using
• 19:21
  the
• 19:21
  button
• 19:22
  that,
• 19:22
  that
• 19:22
  we
• 19:22
  put
• 19:23
  out
• 19:23
  there?
• 19:23
  And
• 19:23
  so
• 19:23
  it
• 19:24
  broke
• 19:24
  a
• 19:24
  while
• 19:24
  ago
• 19:24
  and
• 19:25
  they
• 19:25
  just
• 19:25
  didn't
• 19:25
  take
• 19:25
  the
• 19:25
  time
• 19:25
  to
• 19:26
  report
• 19:26
  it
• 19:26
  and,
• 19:27
  and
• 19:27
  you
• 19:27
  know,
• 19:27
  get,
• 19:28
  get
• 19:28
  that
• 19:28
  fixed.
• 19:28
  So
• 19:28
  they
• 19:28
  had
• 19:29
  made
• 19:29
  investments
• 19:30
  in,
• 19:30
  you
• 19:30
  know,
• 19:30
  improving
• 19:31
  operational
• 19:31
  efficiency,
• 19:32
  but
• 19:33
  they
• 19:33
  went
• 19:33
  by
• 19:33
  the
• 19:33
  wayside.
• 19:34
  And
• 19:34
  it's.
• 19:34
  Because,
• 19:35
  again,
• 19:35
  you're
• 19:36
  missing
• 19:36
  what's
• 19:36
  happening
• 19:36
  on
• 19:37
  the
• 19:37
  front
• 19:37
  line
• 19:37
  if
• 19:37
  you're
• 19:37
  not,
• 19:38
  you
• 19:38
  know,
• 19:38
  you
• 19:38
  know,
• 19:38
  listening
• 19:39
  to
• 19:39
  those,
• 19:39
  those
• 19:40
  conversations.
• 19:41
  Yeah.
• 19:42
  God,
• 19:42
  it
• 19:42
  reminds
• 19:43
  me
• 19:43
  of
• 19:43
  a
• 19:43
  case
• 19:43
  in
• 19:43
  business
• 19:43
  school
• 19:44
  too,
• 19:44
  where
• 19:44
  there's
• 19:44
  the
• 19:44
  difference
• 19:45
  between
• 19:45
  explicit
• 19:45
  and
• 19:46
  implicit
• 19:46
  processes.
• 19:47
  And
• 19:47
  retailers
• 19:47
  are
• 19:48
  notorious
• 19:48
  for
• 19:48
  thinking
• 19:49
  their,
• 19:49
  their
• 19:49
  explicit
• 19:50
  processes
• 19:51
  are
• 19:51
  followed
• 19:51
  to
• 19:51
  a
• 19:51
  T,
• 19:52
  when
• 19:52
  in
• 19:52
  reality,
• 19:53
  what
• 19:53
  ends
• 19:53
  up
• 19:53
  happening
• 19:54
  is
• 19:54
  what
• 19:54
  you
• 19:54
  described.
• 19:55
  The
• 19:55
  store
• 19:55
  teams
• 19:56
  are
• 19:56
  the
• 19:56
  best
• 19:56
  there
• 19:57
  is
• 19:57
  at
• 19:57
  figuring
• 19:58
  out
• 19:58
  how
• 19:58
  just
• 19:58
  to
• 19:58
  get
• 19:59
  things
• 19:59
  done
• 19:59
  and
• 19:59
  make
• 20:00
  things
• 20:00
  work
• 20:00
  in
• 20:00
  the
• 20:01
  circumstances
• 20:01
  that
• 20:01
  they're
• 20:02
  given.
• 20:02
  And
• 20:02
  so
• 20:02
  they
• 20:02
  create
• 20:03
  all
• 20:03
  these
• 20:03
  implicit
• 20:03
  processes
• 20:04
  around
• 20:04
  what
• 20:04
  they're
• 20:05
  doing.
• 20:05
  And
• 20:05
  that's
• 20:05
  exactly
• 20:05
  what,
• 20:06
  you
• 20:06
  know,
• 20:06
  just
• 20:06
  happened
• 20:06
  with
• 20:07
  the
• 20:07
  decision
• 20:07
  not
• 20:08
  to
• 20:08
  use
• 20:08
  the
• 20:08
  button.
• 20:08
  Right.
• 20:09
  Funny,
• 20:10
  you
• 20:10
  reminded
• 20:10
  me
• 20:11
  of,
• 20:11
  like,
• 20:11
  you
• 20:11
  know,
• 20:11
  not,
• 20:12
  not
• 20:12
  business
• 20:12
  school,
• 20:12
  but
• 20:12
  parent
• 20:13
  school.
• 20:13
  Like,
• 20:14
  you
• 20:14
  know,
• 20:14
  everybody's
• 20:15
  children's
• 20:15
  children
• 20:15
  are
• 20:16
  the
• 20:16
  best
• 20:16
  children
• 20:16
  in
• 20:16
  the
• 20:17
  world.
• 20:17
  Right?
• 20:17
  Like
• 20:17
  my,
• 20:17
  My
• 20:18
  child,
• 20:18
  when
• 20:19
  he
• 20:19
  learned
• 20:19
  how
• 20:19
  to
• 20:19
  drive,
• 20:19
  of
• 20:20
  course,
• 20:20
  would
• 20:20
  be
• 20:20
  the
• 20:20
  safest
• 20:21
  driver
• 20:21
  in
• 20:21
  the
• 20:21
  world,
• 20:21
  would
• 20:22
  never
• 20:22
  break
• 20:22
  the
• 20:22
  speed
• 20:23
  limit.
• 20:23
  Well,
• 20:23
  guess
• 20:23
  what?
• 20:23
  Life360
• 20:24
  told
• 20:24
  me
• 20:25
  Life360
• 20:26
  told
• 20:26
  me
• 20:26
  he
• 20:26
  hit
• 20:26
  90
• 20:27
  miles
• 20:27
  an
• 20:27
  hour
• 20:27
  and
• 20:27
  I
• 20:27
  took
• 20:27
  his
• 20:27
  truck
• 20:28
  away
• 20:28
  from
• 20:28
  him,
• 20:28
  like,
• 20:30
  right.
• 20:30
  16
• 20:30
  years
• 20:31
  old.
• 20:31
  So
• 20:32
  again,
• 20:32
  like,
• 20:32
  yeah,
• 20:33
  it's
• 20:33
  funny,
• 20:33
  right?
• 20:34
  Maybe
• 20:34
  a
• 20:34
  little
• 20:34
  related,
• 20:35
  but
• 20:35
  not
• 20:36
  exactly.
• 20:37
  Right.
• 20:37
  So.
• 20:38
  So
• 20:38
  I'm
• 20:38
  guessing,
• 20:38
  I'm
• 20:39
  guessing
• 20:39
  that
• 20:39
  use
• 20:39
  case
• 20:40
  is
• 20:40
  ringing.
• 20:40
  Hope
• 20:40
  for
• 20:40
  a
• 20:40
  lot
• 20:40
  of
• 20:41
  people,
• 20:41
  but
• 20:41
  I'm
• 20:41
  guessing
• 20:42
  a
• 20:42
  lot
• 20:42
  of
• 20:42
  their
• 20:42
  use
• 20:42
  cases
• 20:43
  we
• 20:43
  shared
• 20:43
  at
• 20:43
  the
• 20:43
  stores
• 20:43
  are
• 20:44
  too.
• 20:44
  So.
• 20:44
  So
• 20:45
  if
• 20:45
  people
• 20:45
  are
• 20:46
  listening,
• 20:46
  they're
• 20:46
  like,
• 20:46
  okay,
• 20:47
  you
• 20:47
  know,
• 20:47
  I'm
• 20:47
  kind
• 20:48
  of,
• 20:48
  I'm
• 20:48
  getting
• 20:48
  what
• 20:49
  Chris
• 20:49
  and
• 20:49
  Sarosh
• 20:50
  are
• 20:50
  throwing
• 20:50
  down
• 20:50
  here
• 20:50
  in
• 20:50
  terms
• 20:50
  of,
• 20:51
  you
• 20:51
  know,
• 20:51
  there
• 20:51
  is
• 20:51
  this
• 20:52
  black
• 20:52
  hole
• 20:52
  in
• 20:52
  terms
• 20:53
  of
• 20:53
  data
• 20:53
  and
• 20:54
  understanding
• 20:54
  what's
• 20:54
  happening
• 20:54
  in
• 20:55
  the
• 20:55
  stores.
• 20:55
  And,
• 20:56
  and
• 20:56
  the
• 20:56
  voice
• 20:56
  can
• 20:56
  be
• 20:57
  a
• 20:57
  tool
• 20:57
  if
• 20:58
  we
• 20:58
  can
• 20:58
  unlock
• 20:58
  it
• 20:58
  with
• 20:59
  technology
• 20:59
  to
• 20:59
  help
• 20:59
  us
• 21:00
  get
• 21:00
  that,
• 21:00
  to
• 21:00
  understand
• 21:01
  what
• 21:01
  inputs
• 21:01
  are
• 21:01
  creating
• 21:02
  the
• 21:02
  outputs.
• 21:03
  If
• 21:03
  you
• 21:03
  were
• 21:03
  to
• 21:03
  advise
• 21:04
  the
• 21:04
  retailer
• 21:05
  executives
• 21:06
  listening,
• 21:06
  the
• 21:06
  retail
• 21:07
  executives
• 21:07
  listening,
• 21:07
  Sarosh,
• 21:08
  where
• 21:09
  would
• 21:09
  you
• 21:09
  tell
• 21:09
  them
• 21:09
  to
• 21:09
  focus
• 21:10
  first?
• 21:10
  Like,
• 21:10
  where
• 21:11
  are
• 21:11
  they
• 21:11
  going
• 21:11
  to
• 21:11
  get
• 21:11
  the
• 21:11
  biggest
• 21:12
  bang
• 21:12
  for
• 21:12
  their
• 21:12
  buck
• 21:13
  if
• 21:13
  they
• 21:13
  try
• 21:13
  to
• 21:14
  implement
• 21:15
  something
• 21:15
  like
• 21:15
  we've
• 21:16
  been
• 21:16
  discussing,
• 21:17
  where
• 21:17
  should
• 21:17
  they
• 21:17
  try
• 21:18
  to
• 21:18
  hone
• 21:18
  in
• 21:18
  first?
• 21:19
  Look,
• 21:20
  my
• 21:20
  advice
• 21:21
  would
• 21:21
  be
• 21:22
  to
• 21:23
  first
• 21:23
  of
• 21:23
  all
• 21:23
  turn
• 21:23
  this
• 21:24
  on.
• 21:24
  Like,
• 21:24
  turn
• 21:24
  on
• 21:25
  this
• 21:25
  capability,
• 21:25
  right?
• 21:26
  Because
• 21:27
  there's
• 21:27
  going
• 21:27
  to
• 21:27
  be
• 21:28
  things
• 21:28
  about
• 21:28
  your
• 21:28
  business
• 21:29
  and
• 21:29
  your
• 21:29
  stores
• 21:29
  that
• 21:30
  are
• 21:30
  a
• 21:30
  little
• 21:30
  bit
• 21:30
  different.
• 21:30
  The
• 21:30
  questions
• 21:31
  that
• 21:31
  you're
• 21:31
  going
• 21:31
  to
• 21:31
  ask
• 21:31
  of
• 21:32
  the
• 21:32
  data
• 21:32
  are
• 21:32
  going
• 21:33
  to
• 21:33
  be
• 21:33
  unique
• 21:33
  to
• 21:34
  you,
• 21:34
  you
• 21:34
  know,
• 21:34
  like,
• 21:35
  and,
• 21:35
  and
• 21:36
  that's
• 21:36
  probably
• 21:36
  a
• 21:36
  part
• 21:36
  of
• 21:37
  sort
• 21:37
  of
• 21:37
  your
• 21:37
  differentiator
• 21:38
  in
• 21:38
  terms
• 21:38
  of
• 21:38
  how
• 21:38
  you
• 21:39
  operate.
• 21:39
  Not
• 21:39
  probably
• 21:39
  that.
• 21:40
  That
• 21:40
  is
• 21:40
  right.
• 21:41
  And
• 21:42
  I
• 21:42
  think,
• 21:42
  I
• 21:43
  think
• 21:43
  like,
• 21:43
  you
• 21:43
  know,
• 21:43
  asking.
• 21:44
  It
• 21:44
  was
• 21:44
  interesting.
• 21:45
  I,
• 21:45
  I
• 21:45
  saw
• 21:46
  one
• 21:46
  of
• 21:47
  my
• 21:47
  customers
• 21:47
  asking
• 21:48
  this
• 21:48
  question
• 21:49
  of,
• 21:49
  like,
• 21:50
  you
• 21:50
  know,
• 21:50
  if
• 21:50
  you
• 21:50
  were
• 21:50
  to
• 21:51
  advise
• 21:51
  leadership
• 21:52
  of
• 21:52
  the
• 21:52
  top
• 21:52
  three
• 21:52
  priorities
• 21:53
  based
• 21:53
  on,
• 21:53
  on
• 21:54
  the
• 21:54
  comms
• 21:54
  that
• 21:54
  you're
• 21:54
  seeing
• 21:55
  in
• 21:55
  my
• 21:55
  stores,
• 21:55
  like,
• 21:56
  what
• 21:56
  would
• 21:56
  those
• 21:57
  be
• 21:57
  like?
• 21:57
  You
• 21:57
  can
• 21:58
  start
• 21:58
  to
• 21:58
  ask
• 21:58
  those
• 21:58
  questions
• 21:59
  of
• 21:59
  the,
• 21:59
  of
• 21:59
  the
• 22:00
  voice
• 22:00
  data
• 22:01
  and
• 22:01
  again,
• 22:01
  gain
• 22:02
  insights
• 22:02
  that
• 22:03
  for
• 22:03
  your
• 22:03
  operation
• 22:04
  is
• 22:04
  probably
• 22:05
  going
• 22:05
  to
• 22:05
  be
• 22:05
  a
• 22:05
  little
• 22:05
  unique
• 22:06
  to,
• 22:06
  to
• 22:06
  what
• 22:06
  it
• 22:06
  is
• 22:06
  that
• 22:07
  you
• 22:07
  do.
• 22:07
  So
• 22:07
  it's
• 22:08
  like,
• 22:08
  man,
• 22:08
  the
• 22:08
  first
• 22:08
  thing
• 22:09
  is,
• 22:09
  is
• 22:09
  like,
• 22:09
  just,
• 22:09
  just
• 22:10
  turn
• 22:10
  this
• 22:10
  on
• 22:10
  for
• 22:10
  a
• 22:11
  period
• 22:11
  of
• 22:11
  time
• 22:11
  and,
• 22:11
  and
• 22:11
  start
• 22:12
  capturing
• 22:12
  the
• 22:12
  data
• 22:13
  and,
• 22:13
  and
• 22:14
  then
• 22:14
  you're
• 22:14
  going
• 22:14
  to
• 22:14
  like,
• 22:15
  you
• 22:15
  know,
• 22:15
  it's
• 22:15
  just,
• 22:15
  it's
• 22:15
  sort
• 22:15
  of
• 22:16
  like
• 22:16
  the
• 22:16
  evolution
• 22:16
  of,
• 22:16
  of
• 22:17
  AI
• 22:17
  is
• 22:17
  you
• 22:17
  start
• 22:17
  playing
• 22:18
  with,
• 22:19
  you
• 22:19
  know,
• 22:19
  you
• 22:19
  name
• 22:19
  it,
• 22:19
  whether
• 22:20
  it
• 22:20
  was
• 22:20
  Chad
• 22:21
  or
• 22:21
  Grok
• 22:21
  or
• 22:21
  Claude
• 22:22
  or
• 22:22
  whatever,
• 22:22
  you
• 22:22
  start
• 22:22
  playing
• 22:23
  with
• 22:23
  it
• 22:23
  and
• 22:23
  you
• 22:23
  start
• 22:23
  changing
• 22:24
  the
• 22:24
  way
• 22:24
  you
• 22:24
  operate
• 22:25
  and
• 22:25
  you
• 22:26
  start
• 22:26
  realizing,
• 22:26
  like,
• 22:26
  man,
• 22:27
  I
• 22:27
  haven't
• 22:27
  asked
• 22:27
  these
• 22:27
  questions.
• 22:28
  I
• 22:28
  haven't
• 22:28
  had
• 22:28
  this
• 22:29
  sort
• 22:29
  of,
• 22:29
  you
• 22:30
  know,
• 22:30
  visibility
• 22:30
  before.
• 22:31
  It's,
• 22:31
  it's
• 22:31
  kind
• 22:32
  of
• 22:32
  similar.
• 22:33
  So
• 22:33
  look,
• 22:34
  you
• 22:34
  got
• 22:34
  to
• 22:34
  digitize
• 22:35
  your,
• 22:35
  your
• 22:35
  frontline
• 22:36
  communication.
• 22:37
  That's
• 22:37
  kind
• 22:37
  of
• 22:37
  first
• 22:37
  and
• 22:38
  foremost,
• 22:38
  right?
• 22:38
  So,
• 22:40
  you
• 22:40
  know,
• 22:41
  that's,
• 22:41
  that
• 22:41
  just
• 22:42
  to
• 22:42
  me
• 22:42
  is
• 22:42
  table
• 22:42
  stakes
• 22:43
  today.
• 22:43
  Like
• 22:43
  anybody
• 22:44
  still
• 22:44
  using
• 22:45
  radios,
• 22:45
  it
• 22:46
  just,
• 22:46
  it's,
• 22:46
  it's
• 22:47
  kind
• 22:47
  of
• 22:48
  using
• 22:48
  radios
• 22:48
  and
• 22:49
  two
• 22:49
  things
• 22:49
  on
• 22:49
  the
• 22:49
  hips
• 22:50
  of
• 22:50
  your
• 22:50
  associates,
• 22:50
  like,
• 22:51
  that's,
• 22:51
  that's
• 22:51
  crazy.
• 22:52
  I
• 22:52
  don't
• 22:52
  care
• 22:52
  what
• 22:52
  frontline
• 22:53
  we're
• 22:53
  talking
• 22:53
  about.
• 22:55
  Yeah.
• 22:55
  And
• 22:55
  then,
• 22:55
  and
• 22:55
  then
• 22:55
  like
• 22:56
  start
• 22:56
  to
• 22:56
  digitize
• 22:57
  it
• 22:57
  and,
• 22:57
  and
• 22:57
  look,
• 22:58
  one
• 22:58
  of
• 22:58
  the
• 22:58
  beauties,
• 22:58
  like
• 22:59
  before
• 22:59
  we
• 22:59
  talk
• 22:59
  about
• 22:59
  all
• 23:00
  this
• 23:00
  other
• 23:00
  voice,
• 23:00
  voice
• 23:01
  layer,
• 23:01
  like
• 23:01
  information
• 23:02
  or
• 23:02
  capability.
• 23:04
  When
• 23:04
  you
• 23:04
  digitize
• 23:05
  the
• 23:05
  experience
• 23:05
  of
• 23:05
  communications
• 23:06
  on
• 23:06
  the
• 23:06
  front
• 23:07
  line,
• 23:08
  you
• 23:09
  have
• 23:09
  intentional
• 23:09
  conversations
• 23:10
  happening
• 23:11
  between
• 23:11
  people
• 23:12
  that
• 23:12
  belong
• 23:12
  in
• 23:13
  channels
• 23:13
  that
• 23:13
  are
• 23:14
  relevant
• 23:14
  to
• 23:14
  their
• 23:14
  job,
• 23:15
  if
• 23:15
  that
• 23:15
  makes
• 23:15
  sense,
• 23:16
  right?
• 23:16
  So
• 23:16
  you're
• 23:16
  creating
• 23:16
  efficiency
• 23:17
  by
• 23:17
  not
• 23:17
  having
• 23:17
  just
• 23:18
  radio
• 23:18
  traffic
• 23:19
  come
• 23:19
  across
• 23:20
  to
• 23:20
  everybody,
• 23:21
  right?
• 23:21
  And
• 23:21
  it's
• 23:22
  like,
• 23:22
  wait,
• 23:22
  were
• 23:22
  they
• 23:22
  talking
• 23:22
  to
• 23:23
  me?
• 23:23
  Were
• 23:23
  they
• 23:23
  not
• 23:23
  talking
• 23:23
  to
• 23:23
  me?
• 23:24
  What
• 23:24
  did
• 23:24
  they
• 23:24
  say?
• 23:24
  I
• 23:24
  missed
• 23:25
  it,
• 23:25
  right?
• 23:25
  When
• 23:25
  you
• 23:25
  digitize
• 23:26
  it,
• 23:26
  there's
• 23:26
  no
• 23:26
  more
• 23:26
  I
• 23:26
  missed
• 23:27
  it.
• 23:27
  First
• 23:27
  of
• 23:27
  all,
• 23:28
  if
• 23:28
  it
• 23:28
  was
• 23:28
  in
• 23:28
  your
• 23:28
  channel,
• 23:29
  it's
• 23:29
  relevant
• 23:29
  if
• 23:29
  you
• 23:30
  heard
• 23:30
  it.
• 23:30
  If
• 23:30
  you
• 23:31
  missed
• 23:31
  it,
• 23:31
  hit
• 23:31
  the
• 23:31
  replay
• 23:32
  button.
• 23:32
  Like,
• 23:32
  we
• 23:33
  live
• 23:33
  in,
• 23:33
  we
• 23:33
  live
• 23:33
  in
• 23:34
  2026,
• 23:35
  right?
• 23:35
  Don't
• 23:35
  go
• 23:35
  say,
• 23:36
  hey,
• 23:36
  can
• 23:36
  you
• 23:36
  repeat?
• 23:37
  Right?
• 23:37
  That's,
• 23:38
  that's
• 23:38
  kind
• 23:38
  of
• 23:38
  wild.
• 23:39
  So
• 23:39
  like,
• 23:39
  bring,
• 23:39
  bring
• 23:40
  that
• 23:40
  digitization
• 23:41
  experience
• 23:41
  to
• 23:42
  the
• 23:42
  communications
• 23:42
  first
• 23:43
  and
• 23:44
  then
• 23:44
  immediately
• 23:44
  turn
• 23:44
  on,
• 23:45
  on
• 23:45
  the
• 23:45
  capturing
• 23:46
  of
• 23:46
  the
• 23:46
  voice
• 23:47
  data
• 23:47
  so
• 23:47
  that
• 23:47
  you
• 23:47
  can
• 23:47
  learn,
• 23:48
  you
• 23:48
  know,
• 23:48
  learn
• 23:48
  from
• 23:48
  your
• 23:48
  operations.
• 23:49
  That's
• 23:50
  a
• 23:50
  great
• 23:50
  point.
• 23:50
  There's
• 23:50
  a
• 23:50
  lot
• 23:51
  of
• 23:51
  ways
• 23:51
  to
• 23:51
  just
• 23:51
  smooth
• 23:51
  out
• 23:51
  the
• 23:52
  productivity,
• 23:52
  regardless
• 23:53
  of
• 23:53
  what
• 23:53
  next
• 23:54
  level
• 23:54
  you're
• 23:54
  going
• 23:54
  to
• 23:54
  take.
• 23:54
  The
• 23:55
  technology
• 23:55
  to
• 23:55
  create
• 23:56
  the
• 23:56
  kind
• 23:56
  of,
• 23:57
  to
• 23:58
  act
• 23:58
  on
• 23:58
  the
• 23:58
  better
• 23:58
  intelligence
• 23:59
  too.
• 23:59
  I
• 23:59
  never
• 24:00
  thought
• 24:00
  about
• 24:00
  that.
• 24:00
  So
• 24:01
  where
• 24:01
  does
• 24:01
  it
• 24:01
  go
• 24:01
  next
• 24:01
  then?
• 24:02
  Like,
• 24:02
  where.
• 24:02
  You
• 24:02
  know,
• 24:03
  we've
• 24:03
  talked
• 24:03
  about,
• 24:03
  you
• 24:04
  know,
• 24:04
  the,
• 24:04
  I
• 24:04
  mean,
• 24:04
  this
• 24:04
  is,
• 24:05
  I
• 24:05
  mean,
• 24:05
  essentially
• 24:05
  this
• 24:06
  is
• 24:06
  tech
• 24:06
  that's
• 24:06
  all
• 24:06
  available
• 24:06
  today
• 24:07
  if
• 24:07
  you
• 24:07
  want
• 24:07
  to
• 24:07
  get
• 24:08
  behind
• 24:08
  it
• 24:08
  and
• 24:08
  start
• 24:08
  investing
• 24:09
  in
• 24:09
  it.
• 24:09
  But
• 24:09
  like,
• 24:09
  where
• 24:10
  do
• 24:10
  things
• 24:10
  go
• 24:10
  next
• 24:11
  in
• 24:11
  terms
• 24:11
  of
• 24:11
  what
• 24:11
  we're
• 24:12
  talking
• 24:12
  about
• 24:12
  what
• 24:12
  are
• 24:12
  the
• 24:13
  capabilities
• 24:13
  that
• 24:13
  are,
• 24:13
  that
• 24:14
  are
• 24:14
  down
• 24:14
  the
• 24:14
  road.
• 24:16
  Yeah,
• 24:16
  it's
• 24:17
  really
• 24:17
  just
• 24:17
  my
• 24:17
  favorite
• 24:18
  thing
• 24:18
  that
• 24:18
  we
• 24:18
  do
• 24:18
  every
• 24:18
  day
• 24:19
  is
• 24:19
  we
• 24:19
  sit
• 24:19
  here
• 24:19
  and
• 24:19
  talk
• 24:19
  about
• 24:20
  that.
• 24:20
  And
• 24:20
  the
• 24:20
  speed
• 24:20
  of
• 24:20
  innovation
• 24:21
  today
• 24:21
  is
• 24:22
  incredible
• 24:22
  compared
• 24:22
  to
• 24:23
  just
• 24:24
  a
• 24:24
  few
• 24:24
  months
• 24:24
  ago.
• 24:25
  So
• 24:26
  what
• 24:26
  we're
• 24:26
  seeing
• 24:26
  and
• 24:27
  what
• 24:27
  we're
• 24:27
  focused
• 24:27
  on,
• 24:27
  again,
• 24:27
  talking
• 24:28
  to
• 24:28
  customers
• 24:28
  in
• 24:29
  the
• 24:29
  market.
• 24:30
  So
• 24:30
  first,
• 24:31
  real
• 24:31
  time,
• 24:32
  like
• 24:32
  real
• 24:32
  time
• 24:33
  agentic,
• 24:35
  not
• 24:35
  reactive,
• 24:35
  where
• 24:36
  it's
• 24:36
  like,
• 24:36
  hey,
• 24:36
  what
• 24:36
  do
• 24:36
  I
• 24:36
  do
• 24:36
  when
• 24:37
  the
• 24:37
  customer
• 24:37
  return
• 24:37
  this?
• 24:38
  But
• 24:39
  the
• 24:39
  agent
• 24:39
  hearing
• 24:40
  the
• 24:40
  conversations
• 24:41
  and
• 24:41
  then
• 24:41
  maybe
• 24:42
  proactively
• 24:42
  jumping
• 24:43
  in
• 24:43
  and
• 24:43
  saying,
• 24:43
  hey,
• 24:43
  look,
• 24:44
  last
• 24:44
  time
• 24:44
  this
• 24:44
  happened,
• 24:44
  here's
• 24:45
  what
• 24:45
  you
• 24:45
  can
• 24:45
  do,
• 24:46
  right?
• 24:46
  Or
• 24:47
  you
• 24:47
  know,
• 24:47
  proactively,
• 24:48
  like,
• 24:48
  you
• 24:49
  know,
• 24:49
  asking
• 24:49
  for
• 24:49
  a
• 24:50
  size
• 24:50
  10
• 24:51
  and
• 24:51
  being
• 24:51
  like,
• 24:51
  hey,
• 24:52
  listen,
• 24:52
  there's
• 24:52
  no
• 24:52
  tens,
• 24:52
  but
• 24:52
  we
• 24:53
  have
• 24:53
  a
• 24:53
  ten
• 24:53
  and
• 24:53
  a
• 24:53
  half
• 24:53
  and
• 24:53
  a
• 24:54
  nine
• 24:54
  and
• 24:54
  a
• 24:54
  half.
• 24:54
  Like
• 24:54
  you
• 24:54
  want
• 24:55
  to
• 24:55
  ask
• 24:55
  them
• 24:55
  if
• 24:55
  they
• 24:55
  have
• 24:55
  those.
• 24:57
  So
• 24:57
  just
• 24:57
  this
• 24:57
  sort
• 24:58
  of
• 24:58
  proactive
• 24:58
  real
• 24:59
  time
• 24:59
  agent
• 24:59
  as
• 25:00
  a
• 25:00
  part
• 25:00
  of
• 25:00
  the
• 25:00
  channel
• 25:01
  that's,
• 25:01
  we're
• 25:01
  having
• 25:01
  a
• 25:02
  lot
• 25:02
  of
• 25:02
  conversations
• 25:02
  around
• 25:02
  that.
• 25:03
  The
• 25:04
  other,
• 25:04
  the
• 25:04
  other
• 25:04
  thing
• 25:04
  that's
• 25:05
  really
• 25:05
  exciting
• 25:05
  for
• 25:05
  me,
• 25:05
  honestly.
• 25:06
  And
• 25:06
  we're,
• 25:06
  we're
• 25:07
  working
• 25:07
  with
• 25:07
  some
• 25:07
  really
• 25:08
  big
• 25:08
  retailers
• 25:08
  on
• 25:09
  this.
• 25:09
  Like,
• 25:09
  we're,
• 25:09
  we're
• 25:09
  talking,
• 25:10
  I
• 25:10
  don't
• 25:10
  know
• 25:10
  if
• 25:10
  you
• 25:10
  know
• 25:10
  what
• 25:10
  PBX
• 25:11
  integration
• 25:12
  is,
• 25:12
  but,
• 25:12
  but
• 25:12
  in,
• 25:12
  in
• 25:13
  short,
• 25:13
  your,
• 25:14
  your,
• 25:14
  you
• 25:15
  know,
• 25:15
  your
• 25:15
  communication
• 25:16
  platform
• 25:16
  also
• 25:17
  not
• 25:17
  just
• 25:17
  being
• 25:17
  your
• 25:17
  push
• 25:18
  to
• 25:18
  talk
• 25:18
  answer,
• 25:18
  but
• 25:19
  also
• 25:19
  being
• 25:19
  integrated
• 25:20
  into
• 25:20
  your
• 25:20
  phone
• 25:20
  system,
• 25:21
  right?
• 25:21
  So
• 25:21
  that
• 25:22
  associates
• 25:22
  are
• 25:23
  answering
• 25:23
  the
• 25:23
  phone,
• 25:23
  talking
• 25:24
  to
• 25:24
  customers,
• 25:24
  are
• 25:24
  talking
• 25:25
  to
• 25:25
  each
• 25:25
  other.
• 25:25
  Again,
• 25:25
  the
• 25:25
  single
• 25:26
  pane
• 25:26
  of
• 25:26
  glass
• 25:26
  concept.
• 25:27
  And
• 25:27
  so
• 25:27
  in
• 25:28
  my
• 25:28
  head,
• 25:28
  where
• 25:29
  I'm
• 25:29
  going
• 25:29
  is
• 25:29
  like,
• 25:30
  oh,
• 25:30
  wow,
• 25:30
  like
• 25:31
  so,
• 25:31
  so
• 25:31
  you
• 25:32
  can,
• 25:32
  you
• 25:32
  can
• 25:32
  talk
• 25:32
  on
• 25:32
  the
• 25:32
  phone
• 25:33
  with
• 25:33
  each
• 25:33
  other.
• 25:33
  You
• 25:34
  can
• 25:34
  talk
• 25:34
  on
• 25:34
  the
• 25:34
  phone
• 25:34
  externally
• 25:35
  with
• 25:35
  customers.
• 25:36
  You're
• 25:36
  having
• 25:36
  push
• 25:36
  to
• 25:36
  talk
• 25:37
  conversations.
• 25:37
  You're,
• 25:38
  you're
• 25:38
  sharing,
• 25:39
  you
• 25:39
  know,
• 25:39
  it's
• 25:40
  multimedia,
• 25:40
  right?
• 25:40
  So
• 25:41
  you're
• 25:41
  sharing
• 25:41
  images,
• 25:42
  you're
• 25:42
  texting
• 25:43
  and
• 25:44
  all
• 25:44
  of
• 25:44
  that.
• 25:45
  Like,
• 25:45
  we're
• 25:45
  just
• 25:45
  adding
• 25:46
  to
• 25:46
  that
• 25:46
  operational
• 25:47
  data,
• 25:48
  right?
• 25:48
  So
• 25:48
  now
• 25:49
  imagine
• 25:49
  commingling
• 25:50
  like,
• 25:50
  hey,
• 25:50
  when.
• 25:50
  How
• 25:51
  many
• 25:51
  times
• 25:51
  a
• 25:51
  day
• 25:51
  are
• 25:51
  customers
• 25:52
  asking
• 25:52
  this
• 25:52
  information
• 25:53
  and
• 25:53
  how
• 25:53
  is
• 25:54
  my
• 25:54
  frontline
• 25:54
  reacting
• 25:55
  to
• 25:55
  it,
• 25:55
  right?
• 25:56
  And
• 25:56
  how
• 25:56
  many
• 25:56
  times
• 25:56
  am
• 25:57
  I
• 25:57
  saying,
• 25:57
  no,
• 25:57
  I
• 25:57
  don't
• 25:57
  have
• 25:57
  the
• 25:58
  product,
• 25:58
  and
• 25:58
  I
• 25:58
  hang
• 25:58
  up,
• 25:59
  right?
• 25:59
  Like,
• 26:00
  instead
• 26:00
  of
• 26:00
  some
• 26:00
  other
• 26:01
  proactive
• 26:01
  way
• 26:01
  of
• 26:02
  coaching
• 26:02
  my
• 26:02
  front
• 26:02
  line
• 26:03
  to,
• 26:04
  to,
• 26:04
  you
• 26:04
  know,
• 26:04
  try
• 26:04
  and
• 26:05
  encourage,
• 26:06
  you
• 26:06
  know,
• 26:06
  some
• 26:07
  sort
• 26:07
  of
• 26:07
  a
• 26:07
  positive
• 26:07
  interaction
• 26:08
  with
• 26:08
  that,
• 26:08
  with
• 26:08
  that
• 26:08
  customer.
• 26:09
  So
• 26:09
  where
• 26:09
  we're
• 26:09
  going
• 26:10
  is,
• 26:10
  is
• 26:10
  bringing,
• 26:10
  we're,
• 26:11
  you
• 26:11
  know,
• 26:11
  we're
• 26:11
  talking
• 26:11
  about
• 26:12
  it
• 26:12
  today
• 26:12
  actually
• 26:12
  in
• 26:12
  my
• 26:13
  office.
• 26:13
  We're
• 26:14
  like,
• 26:14
  it's
• 26:15
  no
• 26:15
  longer
• 26:15
  push
• 26:15
  to
• 26:15
  Talk.
• 26:16
  It's,
• 26:16
  it's
• 26:16
  push
• 26:16
  to
• 26:17
  connect.
• 26:17
  It's
• 26:17
  in
• 26:18
  every
• 26:18
  way
• 26:18
  that
• 26:18
  you
• 26:18
  might
• 26:18
  connect
• 26:19
  with,
• 26:19
  with
• 26:19
  your
• 26:20
  co
• 26:20
  associates
• 26:21
  or
• 26:21
  with
• 26:21
  customers.
• 26:22
  Like,
• 26:23
  we're
• 26:23
  taking
• 26:23
  Zillow
• 26:23
  into
• 26:24
  this,
• 26:24
  like,
• 26:24
  push
• 26:24
  to
• 26:25
  connect.
• 26:25
  Right.
• 26:26
  So
• 26:26
  when
• 26:26
  you
• 26:26
  need
• 26:26
  to
• 26:26
  connect
• 26:27
  to
• 26:27
  another
• 26:27
  human,
• 26:27
  internal,
• 26:28
  external,
• 26:29
  we're
• 26:29
  going
• 26:29
  to
• 26:29
  do
• 26:30
  that
• 26:30
  through
• 26:30
  our
• 26:30
  platform.
• 26:31
  But,
• 26:32
  but
• 26:32
  like,
• 26:33
  to,
• 26:33
  to
• 26:33
  me,
• 26:33
  where
• 26:33
  that
• 26:34
  goes
• 26:34
  next
• 26:34
  is,
• 26:34
  is
• 26:35
  the
• 26:35
  data.
• 26:35
  Like,
• 26:36
  the
• 26:36
  data
• 26:36
  is
• 26:36
  what's
• 26:36
  exciting.
• 26:37
  Again,
• 26:37
  going
• 26:37
  back
• 26:37
  to
• 26:38
  measuring
• 26:38
  the
• 26:38
  inputs
• 26:38
  and
• 26:39
  not
• 26:39
  just
• 26:39
  the
• 26:39
  outputs.
• 26:39
  Like,
• 26:40
  how
• 26:40
  is
• 26:40
  it
• 26:40
  operating?
• 26:41
  What
• 26:42
  is
• 26:42
  happening
• 26:42
  now?
• 26:43
  You
• 26:43
  have
• 26:43
  real
• 26:43
  insight
• 26:44
  to
• 26:44
  what.
• 26:44
  We
• 26:45
  all
• 26:45
  do
• 26:45
  this,
• 26:45
  right?
• 26:45
  Our
• 26:45
  zoom
• 26:46
  meetings
• 26:46
  are
• 26:46
  all
• 26:47
  recorded.
• 26:47
  You
• 26:47
  go
• 26:47
  back
• 26:48
  and
• 26:48
  get
• 26:48
  a
• 26:48
  summary
• 26:48
  of
• 26:49
  the
• 26:49
  notes
• 26:49
  of
• 26:49
  what
• 26:49
  happened.
• 26:50
  Why,
• 26:51
  why
• 26:51
  isn't
• 26:52
  it
• 26:52
  the
• 26:52
  same
• 26:52
  on
• 26:52
  the
• 26:52
  front
• 26:52
  line?
• 26:53
  It's
• 26:53
  exactly
• 26:53
  the
• 26:53
  same.
• 26:54
  Right.
• 26:54
  So
• 26:54
  that,
• 26:54
  that's
• 26:55
  exactly
• 26:55
  where
• 26:55
  we're
• 26:55
  headed.
• 26:56
  Right,
• 26:56
  right.
• 26:57
  And
• 26:57
  yeah,
• 26:57
  and
• 26:57
  the
• 26:57
  digitization
• 26:58
  is
• 26:58
  the
• 26:58
  key
• 26:58
  piece
• 26:59
  there
• 26:59
  and
• 26:59
  it's
• 26:59
  a
• 26:59
  foundational
• 27:00
  element
• 27:00
  of
• 27:00
  a
• 27:00
  connected
• 27:01
  store.
• 27:01
  Ultimately,
• 27:02
  at
• 27:02
  the
• 27:02
  end
• 27:02
  of
• 27:02
  the
• 27:02
  day,
• 27:03
  that's
• 27:03
  what
• 27:03
  we're
• 27:03
  talking
• 27:03
  about
• 27:03
  here
• 27:04
  is
• 27:04
  like,
• 27:04
  how
• 27:04
  do
• 27:04
  you
• 27:05
  create
• 27:05
  a
• 27:05
  more
• 27:05
  connected
• 27:06
  store?
• 27:06
  Push
• 27:07
  to
• 27:07
  connect.
• 27:07
  I
• 27:07
  mean,
• 27:07
  you
• 27:07
  said
• 27:08
  it
• 27:08
  right?
• 27:08
  I
• 27:08
  mean,
• 27:08
  that's,
• 27:09
  that's,
• 27:09
  that's,
• 27:10
  that's
• 27:11
  why
• 27:11
  we're
• 27:11
  having
• 27:11
  this
• 27:11
  conversation.
• 27:12
  All
• 27:12
  right,
• 27:13
  but
• 27:13
  I,
• 27:13
  before
• 27:13
  I
• 27:13
  let
• 27:13
  you
• 27:14
  go,
• 27:14
  I
• 27:15
  would
• 27:15
  be
• 27:15
  really
• 27:15
  remiss,
• 27:16
  you
• 27:16
  know,
• 27:17
  if
• 27:17
  I
• 27:17
  wasn't
• 27:21
  very
• 27:21
  direct
• 27:21
  in
• 27:22
  saying,
• 27:22
  you
• 27:22
  know,
• 27:23
  having
• 27:24
  worked
• 27:24
  in
• 27:24
  stores,
• 27:25
  getting
• 27:25
  tech
• 27:26
  to
• 27:26
  work
• 27:26
  inside
• 27:27
  stores,
• 27:27
  we
• 27:27
  can
• 27:28
  have
• 27:28
  webinars,
• 27:29
  we
• 27:29
  can
• 27:29
  have
• 27:29
  discussions,
• 27:30
  we
• 27:30
  can
• 27:30
  have
• 27:30
  podcasts,
• 27:31
  we
• 27:31
  can
• 27:31
  make
• 27:31
  it
• 27:31
  sound
• 27:32
  really
• 27:32
  easy,
• 27:33
  but
• 27:33
  you
• 27:34
  and
• 27:34
  I
• 27:34
  both
• 27:34
  know
• 27:34
  it's
• 27:35
  a
• 27:35
  lot
• 27:35
  harder
• 27:35
  than
• 27:36
  it
• 27:36
  appears.
• 27:36
  So
• 27:37
  what
• 27:37
  are
• 27:37
  some
• 27:37
  of
• 27:38
  the
• 27:38
  lessons
• 27:38
  you've
• 27:38
  learned
• 27:39
  along
• 27:39
  the
• 27:40
  way
• 27:40
  as
• 27:40
  you've
• 27:41
  tried
• 27:41
  to
• 27:41
  implement
• 27:42
  this?
• 27:42
  What
• 27:43
  are
• 27:43
  some
• 27:43
  watch
• 27:43
  outs
• 27:44
  you'd
• 27:44
  have
• 27:44
  for
• 27:44
  the
• 27:44
  retailers
• 27:45
  out
• 27:45
  there?
• 27:46
  Look,
• 27:47
  I
• 27:48
  probably
• 27:48
  had
• 27:48
  some
• 27:49
  of
• 27:49
  the
• 27:49
  same
• 27:49
  sort
• 27:50
  of
• 27:50
  like,
• 27:50
  questions
• 27:50
  in
• 27:51
  my
• 27:51
  head,
• 27:51
  Chris,
• 27:51
  before
• 27:53
  coming
• 27:53
  to
• 27:53
  Zillow
• 27:54
  a
• 27:54
  little
• 27:54
  over
• 27:55
  a
• 27:55
  year
• 27:55
  ago
• 27:55
  now,
• 27:56
  I
• 27:56
  came
• 27:56
  from
• 27:57
  a
• 27:57
  world
• 27:57
  of
• 27:57
  doing,
• 27:57
  you
• 27:58
  know,
• 27:58
  software
• 27:58
  implementations
• 27:59
  that
• 27:59
  took
• 28:01
  six
• 28:01
  months
• 28:01
  at
• 28:02
  best.
• 28:03
  Couple
• 28:03
  years
• 28:03
  kind
• 28:04
  of
• 28:04
  normal,
• 28:04
  like
• 28:04
  big
• 28:05
  ERP
• 28:05
  overhauls
• 28:06
  in,
• 28:06
  in
• 28:06
  terms
• 28:07
  of
• 28:07
  how
• 28:07
  people
• 28:07
  operate
• 28:07
  or
• 28:08
  how
• 28:08
  customers
• 28:08
  operate,
• 28:09
  man.
• 28:09
  Like,
• 28:10
  we
• 28:10
  rolled
• 28:10
  out
• 28:11
  to
• 28:11
  600
• 28:12
  plus
• 28:12
  store
• 28:12
  locations
• 28:13
  in
• 28:13
  less
• 28:13
  than
• 28:13
  90
• 28:14
  days.
• 28:14
  Right.
• 28:14
  With
• 28:15
  one
• 28:15
  of
• 28:15
  our
• 28:15
  customers,
• 28:15
  for
• 28:16
  example,
• 28:17
  the
• 28:17
  ease,
• 28:18
  like,
• 28:18
  and
• 28:18
  this
• 28:18
  is,
• 28:19
  this
• 28:19
  is
• 28:19
  huge
• 28:19
  kudos
• 28:20
  to
• 28:20
  the
• 28:20
  team
• 28:20
  at
• 28:20
  Zillow
• 28:21
  that
• 28:21
  got
• 28:21
  us
• 28:21
  to
• 28:21
  where
• 28:22
  we're
• 28:22
  at
• 28:22
  today
• 28:22
  in
• 28:22
  terms
• 28:22
  of
• 28:23
  just
• 28:23
  really
• 28:23
  easy
• 28:23
  deployment
• 28:24
  of
• 28:24
  the
• 28:24
  software.
• 28:25
  You
• 28:25
  know,
• 28:26
  just
• 28:26
  an
• 28:26
  app
• 28:27
  that
• 28:27
  goes
• 28:27
  on
• 28:27
  their
• 28:27
  smart
• 28:28
  devices
• 28:28
  that
• 28:28
  they
• 28:28
  already
• 28:28
  have
• 28:29
  in
• 28:29
  the
• 28:29
  hands
• 28:29
  of
• 28:29
  their
• 28:29
  associates
• 28:30
  or
• 28:30
  combined
• 28:31
  with
• 28:31
  their,
• 28:31
  you
• 28:31
  know,
• 28:31
  byod,
• 28:32
  they
• 28:32
  bring
• 28:33
  their
• 28:33
  own
• 28:33
  devices.
• 28:34
  Like,
• 28:34
  honestly,
• 28:35
  I
• 28:35
  was
• 28:35
  also
• 28:36
  sort
• 28:36
  of
• 28:36
  questioning
• 28:36
  one
• 28:36
  of,
• 28:37
  one
• 28:37
  of
• 28:37
  my
• 28:37
  first
• 28:37
  all
• 28:37
  hands
• 28:38
  meetings
• 28:38
  here
• 28:38
  at
• 28:38
  Zillow.
• 28:39
  I
• 28:39
  got
• 28:39
  the
• 28:39
  question
• 28:39
  of,
• 28:39
  hey,
• 28:40
  you
• 28:40
  know,
• 28:41
  what
• 28:41
  are
• 28:41
  you
• 28:41
  going
• 28:42
  to
• 28:42
  do
• 28:42
  about
• 28:42
  sort
• 28:42
  of
• 28:43
  making
• 28:43
  implementations
• 28:43
  for
• 28:44
  our
• 28:44
  customers
• 28:44
  easier?
• 28:45
  And
• 28:45
  I
• 28:45
  was
• 28:46
  like,
• 28:46
  I
• 28:47
  looked
• 28:47
  over
• 28:47
  at,
• 28:48
  I
• 28:49
  won't,
• 28:49
  I
• 28:49
  won't
• 28:49
  say
• 28:49
  his
• 28:49
  name,
• 28:50
  but
• 28:50
  I
• 28:50
  looked
• 28:50
  over
• 28:50
  it
• 28:51
  at
• 28:51
  him.
• 28:51
  He
• 28:51
  knows
• 28:52
  who
• 28:52
  he
• 28:52
  is.
• 28:52
  And
• 28:52
  I
• 28:52
  was
• 28:52
  like,
• 28:52
  what
• 28:52
  are
• 28:53
  you
• 28:53
  talking
• 28:53
  about?
• 28:53
  Like,
• 28:53
  easier,
• 28:54
  easier
• 28:54
  than
• 28:54
  this.
• 28:55
  Like,
• 28:56
  let
• 28:56
  me
• 28:56
  show
• 28:56
  you
• 28:56
  the
• 28:57
  world
• 28:57
  that
• 28:57
  I
• 28:57
  came
• 28:57
  from.
• 28:57
  And
• 28:58
  of
• 28:58
  course,
• 28:58
  like,
• 28:58
  what
• 28:59
  I
• 28:59
  realize
• 28:59
  is,
• 28:59
  man,
• 29:00
  Playbooks.
• 29:00
  Like
• 29:00
  Playbooks.
• 29:01
  So
• 29:01
  that
• 29:01
  you
• 29:01
  understand,
• 29:02
  like,
• 29:02
  hey,
• 29:02
  what
• 29:02
  kind
• 29:02
  of
• 29:02
  a,
• 29:02
  you
• 29:03
  know,
• 29:03
  what
• 29:03
  kind
• 29:03
  of
• 29:03
  a
• 29:03
  retail
• 29:03
  operation
• 29:04
  is
• 29:04
  it?
• 29:04
  Is
• 29:04
  it
• 29:04
  like
• 29:04
  a,
• 29:05
  you
• 29:05
  know,
• 29:05
  thousand
• 29:05
  square
• 29:05
  foot,
• 29:06
  10,000,
• 29:07
  100,000
• 29:08
  square
• 29:08
  foot
• 29:08
  operation?
• 29:09
  Right?
• 29:09
  So
• 29:09
  there's
• 29:09
  things
• 29:09
  that
• 29:09
  we're
• 29:10
  doing
• 29:10
  in
• 29:10
  order
• 29:10
  to
• 29:10
  make
• 29:10
  sort
• 29:11
  of
• 29:11
  those
• 29:11
  Playbooks
• 29:11
  and
• 29:12
  those,
• 29:12
  those,
• 29:12
  that
• 29:12
  methodology
• 29:13
  a
• 29:13
  little
• 29:13
  bit
• 29:14
  easier
• 29:14
  so
• 29:14
  that
• 29:14
  out
• 29:14
  of
• 29:15
  the
• 29:15
  box
• 29:15
  customers
• 29:15
  can
• 29:15
  be
• 29:16
  like,
• 29:16
  oh,
• 29:16
  here's
• 29:16
  my
• 29:16
  template
• 29:17
  for
• 29:17
  how
• 29:17
  I'm
• 29:17
  going
• 29:17
  to
• 29:18
  configure
• 29:19
  my
• 29:19
  channels.
• 29:19
  Who
• 29:19
  should
• 29:20
  be
• 29:20
  in
• 29:20
  them,
• 29:20
  right?
• 29:20
  But,
• 29:21
  but
• 29:21
  things
• 29:21
  like,
• 29:22
  you
• 29:22
  know,
• 29:22
  mdm,
• 29:23
  MDM
• 29:24
  integration,
• 29:24
  out
• 29:24
  of
• 29:24
  the
• 29:24
  box,
• 29:25
  standard.
• 29:25
  Sso.
• 29:25
  Right,
• 29:26
  Standard,
• 29:26
  right.
• 29:26
  So
• 29:27
  just
• 29:27
  make
• 29:27
  it
• 29:27
  really
• 29:27
  easy
• 29:27
  when
• 29:28
  they
• 29:28
  log
• 29:28
  into
• 29:28
  the
• 29:28
  device,
• 29:29
  they're
• 29:29
  up
• 29:29
  and
• 29:29
  running
• 29:30
  just
• 29:30
  like
• 29:30
  they
• 29:30
  turned
• 29:30
  it
• 29:30
  on.
• 29:32
  So
• 29:32
  honestly,
• 29:32
  like,
• 29:33
  you
• 29:33
  know,
• 29:33
  I'm
• 29:34
  answering
• 29:34
  that
• 29:34
  question
• 29:35
  with
• 29:35
  a
• 29:35
  little
• 29:35
  bit
• 29:35
  of
• 29:35
  a
• 29:36
  twist
• 29:37
  in
• 29:37
  that
• 29:37
  way
• 29:38
  because,
• 29:38
  because
• 29:39
  honestly,
• 29:39
  it's
• 29:39
  not
• 29:39
  that
• 29:40
  hard
• 29:40
  to
• 29:40
  turn
• 29:40
  on
• 29:41
  an
• 29:41
  app
• 29:41
  that
• 29:41
  digitizes
• 29:42
  the
• 29:42
  conversation
• 29:43
  for
• 29:43
  you.
• 29:44
  On,
• 29:44
  on
• 29:44
  the
• 29:45
  flip
• 29:45
  side,
• 29:45
  I
• 29:45
  think,
• 29:46
  I
• 29:46
  think
• 29:47
  what's
• 29:47
  really
• 29:47
  cool
• 29:47
  about,
• 29:48
  you
• 29:48
  know,
• 29:48
  modern
• 29:48
  technology
• 29:49
  is
• 29:49
  that
• 29:49
  when
• 29:49
  we're,
• 29:50
  when
• 29:50
  we're
• 29:50
  innovating
• 29:51
  and
• 29:51
  bringing
• 29:51
  new
• 29:52
  capabilities,
• 29:53
  it
• 29:54
  to
• 29:54
  test
• 29:54
  those,
• 29:54
  like
• 29:55
  you
• 29:55
  test
• 29:55
  those
• 29:55
  in
• 29:55
  a
• 29:55
  handful
• 29:56
  of
• 29:56
  stores
• 29:56
  and
• 29:56
  it's
• 29:56
  really
• 29:56
  easy
• 29:57
  to
• 29:57
  do
• 29:57
  that
• 29:57
  too,
• 29:57
  right?
• 29:57
  You
• 29:58
  have
• 29:58
  pointed
• 29:58
  sort
• 29:58
  of
• 29:59
  deployments
• 29:59
  into
• 29:59
  those
• 29:59
  locations
• 30:00
  and
• 30:00
  you
• 30:00
  start
• 30:00
  testing
• 30:01
  new
• 30:01
  capabilities
• 30:01
  and
• 30:02
  you
• 30:02
  don't
• 30:02
  assume
• 30:03
  that
• 30:03
  they're
• 30:03
  ready
• 30:04
  for
• 30:04
  Showtime
• 30:04
  across
• 30:05
  the
• 30:05
  board,
• 30:05
  right?
• 30:05
  You,
• 30:06
  you
• 30:06
  start
• 30:06
  testing
• 30:06
  with
• 30:06
  a
• 30:07
  handful
• 30:07
  of
• 30:07
  stores,
• 30:07
  your
• 30:07
  kind
• 30:08
  of
• 30:08
  biggest,
• 30:08
  you
• 30:09
  know,
• 30:09
  your
• 30:09
  biggest.
• 30:10
  The
• 30:10
  stores
• 30:10
  kind
• 30:11
  of
• 30:11
  put
• 30:11
  their
• 30:11
  hands
• 30:11
  up.
• 30:11
  It's
• 30:11
  funny,
• 30:12
  we
• 30:12
  had
• 30:12
  a
• 30:12
  major
• 30:12
  sort
• 30:13
  of
• 30:13
  luxury
• 30:13
  retailer
• 30:13
  deploy
• 30:14
  over
• 30:14
  the
• 30:14
  last
• 30:15
  year
• 30:15
  and
• 30:16
  they
• 30:16
  were
• 30:16
  planning
• 30:16
  on
• 30:16
  going
• 30:17
  to
• 30:17
  like
• 30:18
  roughly
• 30:18
  10
• 30:18
  stores.
• 30:19
  And
• 30:19
  they
• 30:19
  came
• 30:19
  back
• 30:19
  to
• 30:19
  me
• 30:19
  and
• 30:20
  said,
• 30:20
  man,
• 30:20
  like,
• 30:20
  word
• 30:21
  got
• 30:21
  out.
• 30:21
  We
• 30:21
  have
• 30:22
  like
• 30:22
  five
• 30:22
  other
• 30:22
  stores
• 30:22
  that
• 30:23
  are
• 30:23
  big,
• 30:23
  begging
• 30:23
  to
• 30:24
  be
• 30:24
  a
• 30:24
  part
• 30:24
  of
• 30:24
  the
• 30:24
  pilot.
• 30:25
  Like,
• 30:25
  would
• 30:25
  you
• 30:25
  guys.
• 30:25
  And
• 30:25
  I'm
• 30:26
  like,
• 30:26
  of
• 30:26
  course.
• 30:26
  Like,
• 30:26
  you
• 30:27
  got
• 30:27
  five
• 30:27
  stores
• 30:28
  that
• 30:28
  want
• 30:28
  to
• 30:28
  be
• 30:28
  a
• 30:28
  part
• 30:28
  of
• 30:28
  this
• 30:29
  pilot.
• 30:29
  We're,
• 30:29
  we're
• 30:29
  all
• 30:29
  in.
• 30:30
  So
• 30:30
  you
• 30:30
  got
• 30:30
  to
• 30:30
  find
• 30:30
  those
• 30:30
  people
• 30:31
  who
• 30:31
  are
• 30:31
  wanting
• 30:31
  to
• 30:31
  test
• 30:32
  new
• 30:32
  technology,
• 30:33
  want
• 30:33
  to
• 30:33
  be
• 30:33
  kind
• 30:34
  of
• 30:34
  front
• 30:34
  end
• 30:34
  of
• 30:35
  that
• 30:35
  experience
• 30:35
  and
• 30:35
  want
• 30:36
  to
• 30:36
  give
• 30:36
  you
• 30:36
  feedback
• 30:38
  both
• 30:38
  for,
• 30:38
  for
• 30:38
  us
• 30:38
  as
• 30:39
  a
• 30:39
  vendor,
• 30:39
  but
• 30:39
  also
• 30:39
  for
• 30:39
  you,
• 30:40
  you
• 30:40
  know,
• 30:40
  kind
• 30:40
  of
• 30:41
  altering
• 30:41
  your,
• 30:42
  your
• 30:42
  operation.
• 30:44
  So.
• 30:44
  Yeah,
• 30:45
  it's
• 30:45
  good
• 30:45
  to
• 30:45
  hear
• 30:45
  you
• 30:46
  say
• 30:46
  that
• 30:46
  though,
• 30:46
  because
• 30:46
  I
• 30:46
  think
• 30:46
  that's
• 30:46
  one
• 30:47
  of
• 30:47
  the
• 30:47
  things
• 30:47
  that
• 30:47
  I
• 30:47
  think
• 30:47
  sometimes
• 30:48
  gets
• 30:48
  lost
• 30:48
  in
• 30:48
  the,
• 30:49
  in
• 30:49
  the
• 30:49
  field
• 30:49
  discussion
• 30:50
  too,
• 30:50
  is
• 30:50
  like,
• 30:51
  you
• 30:51
  know,
• 30:51
  especially
• 30:52
  with
• 30:52
  technology
• 30:52
  the
• 30:52
  way
• 30:53
  it
• 30:53
  is
• 30:53
  now,
• 30:53
  if
• 30:53
  you
• 30:54
  are
• 30:54
  willing
• 30:54
  to
• 30:54
  get,
• 30:54
  if
• 30:54
  you
• 30:55
  as
• 30:55
  a
• 30:55
  retailer
• 30:55
  and
• 30:55
  the
• 30:56
  technology
• 30:56
  company
• 30:56
  are
• 30:56
  willing
• 30:57
  to
• 30:57
  hold
• 30:57
  hands
• 30:57
  and
• 30:57
  get,
• 30:58
  and
• 30:58
  get
• 30:58
  your
• 30:58
  hands
• 30:59
  dirty
• 30:59
  together
• 30:59
  collectively,
• 31:00
  even
• 31:00
  in
• 31:00
  just
• 31:01
  one
• 31:01
  or
• 31:01
  two
• 31:01
  stores.
• 31:02
  The
• 31:03
  great
• 31:03
  thing
• 31:03
  about
• 31:03
  the
• 31:03
  stores
• 31:04
  is
• 31:04
  if
• 31:04
  they
• 31:04
  find
• 31:05
  something
• 31:05
  they
• 31:05
  like,
• 31:06
  man,
• 31:07
  they're
• 31:07
  going
• 31:07
  to
• 31:07
  rush
• 31:07
  to
• 31:08
  it,
• 31:08
  you
• 31:08
  know,
• 31:08
  and
• 31:09
  so
• 31:09
  it's
• 31:09
  going
• 31:09
  to
• 31:09
  make
• 31:09
  the
• 31:10
  eventual
• 31:10
  rollout
• 31:11
  or
• 31:11
  further
• 31:11
  implementation
• 31:13
  that
• 31:13
  much
• 31:13
  easier
• 31:14
  down
• 31:14
  the
• 31:14
  road.
• 31:14
  But
• 31:14
  you've
• 31:15
  got
• 31:15
  to
• 31:15
  start
• 31:15
  there.
• 31:15
  You
• 31:16
  can't
• 31:16
  just
• 31:16
  be
• 31:16
  doing
• 31:16
  it
• 31:17
  like
• 31:17
  in
• 31:17
  theory,
• 31:18
  you
• 31:18
  know,
• 31:18
  in
• 31:19
  a
• 31:19
  lab
• 31:19
  somewhere,
• 31:20
  a
• 31:20
  workshop.
• 31:20
  You've
• 31:20
  got
• 31:21
  to
• 31:21
  be
• 31:21
  able
• 31:21
  to
• 31:21
  like,
• 31:21
  get
• 31:21
  it
• 31:22
  in
• 31:22
  the
• 31:22
  hands
• 31:22
  of
• 31:22
  people.
• 31:23
  Is
• 31:23
  that
• 31:23
  true?
• 31:24
  Yeah,
• 31:24
  that's,
• 31:24
  that's
• 31:25
  exactly
• 31:25
  right.
• 31:25
  It's
• 31:26
  funny.
• 31:26
  We
• 31:26
  try
• 31:26
  and
• 31:26
  recreate
• 31:27
  when
• 31:27
  we
• 31:27
  roll
• 31:28
  out
• 31:28
  new
• 31:28
  capabilities
• 31:29
  and
• 31:29
  we
• 31:29
  try
• 31:29
  and
• 31:29
  test,
• 31:29
  right.
• 31:30
  We
• 31:30
  got,
• 31:31
  we
• 31:31
  put
• 31:31
  everybody
• 31:32
  on
• 31:32
  the
• 31:32
  same
• 31:33
  network
• 31:33
  as
• 31:33
  Zello,
• 31:34
  right,
• 31:34
  which
• 31:34
  is
• 31:35
  roughly
• 31:35
  100
• 31:36
  people,
• 31:37
  and
• 31:37
  we're
• 31:37
  testing
• 31:38
  things.
• 31:38
  But
• 31:38
  like
• 31:38
  will
• 31:39
  the
• 31:39
  things
• 31:39
  that
• 31:39
  we're
• 31:40
  testing
• 31:40
  in
• 31:40
  our
• 31:40
  office
• 31:41
  versus
• 31:42
  the
• 31:42
  reality
• 31:42
  of
• 31:42
  the
• 31:42
  operation
• 31:44
  running
• 31:44
  simultaneous
• 31:45
  to
• 31:45
  testing
• 31:45
  it
• 31:45
  are
• 31:46
  two
• 31:46
  different
• 31:46
  experiences.
• 31:46
  So
• 31:47
  we
• 31:47
  try
• 31:47
  and
• 31:47
  catch
• 31:48
  as
• 31:48
  much
• 31:48
  as
• 31:48
  we
• 31:48
  possibly
• 31:49
  can.
• 31:49
  But
• 31:49
  when
• 31:49
  we
• 31:49
  have
• 31:49
  these
• 31:50
  customers
• 31:50
  that
• 31:50
  are
• 31:50
  willing
• 31:50
  to,
• 31:51
  you
• 31:51
  know,
• 31:51
  test
• 31:52
  a
• 31:52
  few
• 31:52
  things
• 31:52
  at
• 31:52
  a
• 31:52
  time
• 31:53
  on
• 31:53
  the
• 31:53
  front
• 31:54
  line,
• 31:54
  where
• 31:54
  it's
• 31:54
  a
• 31:54
  real
• 31:55
  operation,
• 31:55
  it's,
• 31:56
  it's,
• 31:56
  yeah,
• 31:56
  it's
• 31:57
  a
• 31:57
  completely
• 31:57
  different.
• 31:58
  Yeah,
• 31:58
  right.
• 31:59
  Gets
• 31:59
  the
• 31:59
  whole
• 31:59
  tailwind
• 32:00
  behind
• 32:00
  you.
• 32:00
  All
• 32:01
  right,
• 32:01
  man.
• 32:01
  Well,
• 32:01
  that
• 32:01
  was
• 32:01
  fantastic.
• 32:02
  That
• 32:02
  was
• 32:02
  fun.
• 32:02
  I,
• 32:03
  I,
• 32:03
  I
• 32:04
  think
• 32:04
  you,
• 32:04
  I
• 32:04
  think
• 32:04
  everyone
• 32:04
  listening
• 32:05
  can
• 32:05
  probably
• 32:05
  tell
• 32:05
  that.
• 32:05
  I
• 32:06
  just,
• 32:06
  I
• 32:06
  love
• 32:06
  this
• 32:06
  topic.
• 32:07
  I
• 32:07
  love
• 32:07
  the
• 32:07
  idea
• 32:07
  of,
• 32:08
  of
• 32:08
  the
• 32:08
  connected
• 32:09
  store,
• 32:09
  the
• 32:09
  smart
• 32:09
  store,
• 32:10
  whatever
• 32:10
  you
• 32:10
  want
• 32:10
  to
• 32:10
  call
• 32:10
  it,
• 32:11
  and
• 32:11
  making
• 32:11
  the
• 32:11
  store
• 32:11
  associates
• 32:12
  lives
• 32:13
  as
• 32:13
  easy
• 32:13
  as
• 32:13
  possible
• 32:14
  and
• 32:14
  also
• 32:14
  getting
• 32:15
  better
• 32:15
  at
• 32:16
  retail
• 32:16
  along
• 32:16
  the
• 32:16
  way.
• 32:17
  So
• 32:17
  if
• 32:17
  soroush,
• 32:18
  if
• 32:18
  people
• 32:18
  found
• 32:18
  this
• 32:18
  conversation
• 32:19
  interesting,
• 32:19
  they
• 32:19
  want
• 32:20
  to
• 32:20
  get
• 32:20
  in
• 32:20
  touch
• 32:20
  with
• 32:20
  you.
• 32:20
  What's
• 32:21
  the
• 32:21
  best
• 32:21
  way
• 32:21
  for
• 32:21
  them
• 32:21
  to
• 32:22
  do
• 32:22
  that?
• 32:22
  Yeah.
• 32:23
  Thank
• 32:23
  you,
• 32:23
  Chris.
• 32:23
  Look,
• 32:24
  I'd
• 32:24
  say
• 32:24
  like,
• 32:24
  if
• 32:24
  you,
• 32:25
  if
• 32:25
  you
• 32:25
  run
• 32:25
  store
• 32:25
  ops
• 32:26
  or
• 32:26
  you're
• 32:26
  flying
• 32:26
  blind
• 32:26
  on
• 32:26
  what's
• 32:27
  actually
• 32:27
  happening
• 32:28
  on
• 32:28
  the
• 32:28
  floor.
• 32:29
  That's
• 32:29
  the
• 32:29
  problem
• 32:29
  we
• 32:30
  solve.
• 32:30
  You
• 32:30
  want
• 32:30
  to
• 32:31
  talk
• 32:31
  to
• 32:31
  me
• 32:31
  or
• 32:31
  Zello?
• 32:32
  Easily.
• 32:32
  Easy
• 32:32
  enough.
• 32:33
  Just
• 32:33
  sorushello.com
• 32:35
  hopefully
• 32:35
  you're
• 32:35
  gonna,
• 32:36
  like,
• 32:36
  type
• 32:36
  that
• 32:36
  somewhere,
• 32:36
  Chris,
• 32:37
  for
• 32:37
  them,
• 32:37
  because
• 32:38
  I
• 32:38
  know
• 32:38
  my
• 32:38
  name's
• 32:38
  not
• 32:39
  the
• 32:39
  easiest.
• 32:39
  It'll
• 32:39
  be
• 32:39
  in
• 32:39
  the
• 32:40
  podcast
• 32:40
  description.
• 32:41
  Yeah,
• 32:42
  yeah.
• 32:42
  And
• 32:43
  then.
• 32:43
  And
• 32:43
  then,
• 32:43
  of
• 32:43
  course,
• 32:43
  Zello.com,
• 32:44
  which
• 32:44
  is
• 32:45
  just
• 32:45
  hello
• 32:45
  with
• 32:45
  a
• 32:46
  Z.
• 32:46
  But,
• 32:47
  yeah,
• 32:47
  that's
• 32:48
  it.
• 32:48
  Well,
• 32:49
  Saroosh,
• 32:49
  thanks
• 32:49
  for
• 32:50
  taking
• 32:50
  time
• 32:50
  with
• 32:50
  us
• 32:50
  today.
• 32:51
  We
• 32:51
  really
• 32:51
  enjoyed
• 32:51
  the
• 32:52
  conversation.
• 32:52
  Thanks
• 32:53
  to
• 32:53
  producer
• 32:53
  Ella
• 32:54
  for
• 32:55
  producing
• 32:55
  this
• 32:56
  podcast.
• 32:56
  She
• 32:56
  always
• 32:57
  does
• 32:57
  a
• 32:57
  fabulous
• 32:58
  job
• 32:58
  with
• 32:58
  all
• 32:58
  of
• 32:58
  her
• 32:59
  edits.
• 32:59
  And
• 33:00
  on
• 33:00
  behalf
• 33:00
  of
• 33:00
  all
• 33:00
  of
• 33:01
  us
• 33:01
  at
• 33:01
  Omnitalk,
• 33:02
  as
• 33:02
  always,
• 33:03
  be
• 33:03
  careful
• 33:03
  out
• 33:04
  there.