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How AI Can Tell You WHERE to Use AI in Your Retail Operations With Tomáš Čupr | Spotlight Series · Omni Talk Retail

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  Five,
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• 0:40
  week.
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  The
• 0:40
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• 0:41
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• 0:41
  headlines
• 0:41
  making
• 0:42
  waves
• 0:42
  in
• 0:42
  the
• 0:42
  world
• 0:42
  of
• 0:43
  omnichannel
• 0:43
  retailing.
• 0:44
  And
• 0:44
  that
• 0:44
  comes
• 0:44
  your
• 0:44
  way
• 0:45
  every
• 0:45
  Wednesday
• 0:46
  afternoon.
• 0:46
  Hello
• 0:47
  everyone.
• 0:47
  I
• 0:48
  am
• 0:48
  Chris
• 0:48
  Walton,
• 0:49
  your
• 0:49
  host
• 0:49
  for
• 0:49
  today's
• 0:50
  interview.
• 0:50
  An
• 0:51
  interview
• 0:51
  in
• 0:51
  which
• 0:51
  we
• 0:52
  will
• 0:52
  explore
• 0:52
  together
• 0:53
  not
• 0:53
  only
• 0:53
  how
• 0:53
  AI
• 0:54
  can
• 0:54
  be
• 0:54
  used
• 0:54
  to
• 0:54
  improve
• 0:55
  retail
• 0:55
  operations,
• 0:56
  but
• 0:57
  but
• 0:57
  also
• 0:57
  how
• 0:57
  it
• 0:57
  can
• 0:57
  be
• 0:58
  leveraged
• 0:58
  to
• 0:58
  determine
• 0:59
  how
• 0:59
  one's
• 1:00
  operations
• 1:00
  should
• 1:01
  actually
• 1:01
  be
• 1:02
  improved.
• 1:03
  Yes,
• 1:04
  yes,
• 1:04
  I
• 1:04
  will
• 1:05
  say
• 1:05
  that
• 1:05
  last
• 1:05
  sentence
• 1:06
  again.
• 1:07
  Not
• 1:07
  only
• 1:07
  how
• 1:08
  AI
• 1:08
  can
• 1:08
  improve
• 1:09
  retail
• 1:09
  operations,
• 1:10
  but
• 1:10
  also
• 1:10
  how
• 1:11
  it
• 1:11
  can
• 1:11
  be
• 1:11
  used
• 1:11
  to
• 1:11
  determine
• 1:12
  where
• 1:13
  your
• 1:13
  operations
• 1:14
  stand
• 1:14
  to
• 1:14
  benefit
• 1:15
  from
• 1:15
  AI
• 1:16
  the
• 1:16
  most.
• 1:17
  And
• 1:17
  the
• 1:17
  man
• 1:17
  you
• 1:17
  hear
• 1:18
  chuckling
• 1:18
  in
• 1:18
  the
• 1:18
  background
• 1:19
  as
• 1:19
  I
• 1:20
  said
• 1:20
  that
• 1:20
  last
• 1:21
  statement
• 1:21
  is
• 1:21
  none
• 1:22
  other
• 1:22
  than
• 1:23
  Tom
• 1:23
  Cooper,
• 1:24
  the
• 1:24
  founder
• 1:25
  and
• 1:25
  CEO
• 1:25
  of
• 1:26
  duvo.
• 1:26
  He's
• 1:27
  going
• 1:27
  to
• 1:27
  share
• 1:27
  his
• 1:27
  expertise
• 1:28
  on
• 1:28
  that
• 1:28
  mind
• 1:29
  bending
• 1:29
  subject.
• 1:30
  Tom,
• 1:31
  welcome
• 1:31
  to
• 1:31
  omnitalk.
• 1:32
  It's
• 1:33
  great
• 1:33
  to
• 1:33
  be
• 1:33
  here.
• 1:33
  Yeah.
• 1:34
  I'm
• 1:34
  curious
• 1:34
  what
• 1:34
  made
• 1:35
  you
• 1:35
  chuckle?
• 1:35
  You're
• 1:35
  the
• 1:35
  first
• 1:36
  person
• 1:36
  that's
• 1:36
  ever
• 1:36
  chuckled
• 1:37
  in
• 1:37
  the
• 1:37
  background
• 1:37
  of
• 1:38
  one
• 1:38
  of
• 1:38
  my
• 1:38
  intro
• 1:38
  reads.
• 1:39
  So
• 1:39
  what
• 1:39
  made
• 1:40
  you
• 1:40
  do
• 1:40
  that?
• 1:40
  I
• 1:41
  think
• 1:41
  you
• 1:41
  said
• 1:42
  it
• 1:42
  perfectly
• 1:42
  well.
• 1:43
  And
• 1:43
  I
• 1:43
  think
• 1:44
  this
• 1:44
  idea
• 1:45
  of
• 1:45
  almost
• 1:46
  like
• 1:47
  self
• 1:47
  improving
• 1:48
  AI.
• 1:49
  Right.
• 1:49
  That's
• 1:50
  kind
• 1:50
  of
• 1:50
  what
• 1:51
  people,
• 1:51
  I
• 1:51
  think,
• 1:52
  have
• 1:52
  in
• 1:52
  mind
• 1:53
  when
• 1:53
  they
• 1:54
  talk
• 1:54
  about
• 1:54
  this
• 1:55
  artificial
• 1:55
  general
• 1:56
  intelligence.
• 1:57
  Right.
• 1:57
  So
• 2:00
  the
• 2:00
  way
• 2:00
  you
• 2:00
  said
• 2:00
  it,
• 2:01
  I
• 2:01
  thought,
• 2:01
  oh,
• 2:02
  we're
• 2:03
  already
• 2:03
  here.
• 2:04
  Yeah,
• 2:04
  right.
• 2:05
  It's
• 2:05
  kind
• 2:05
  of
• 2:06
  wild
• 2:06
  when
• 2:06
  you
• 2:06
  step
• 2:06
  back
• 2:06
  and
• 2:06
  think
• 2:07
  about
• 2:07
  it
• 2:07
  from
• 2:07
  that
• 2:07
  perspective.
• 2:08
  Yeah,
• 2:09
  I
• 2:09
  mean,
• 2:09
  AI
• 2:09
  is
• 2:10
  writing
• 2:11
  code
• 2:12
  to
• 2:12
  improve
• 2:12
  AI.
• 2:13
  Yeah,
• 2:13
  that's
• 2:14
  crazy.
• 2:14
  And
• 2:15
  you
• 2:15
  know,
• 2:16
  retailers
• 2:16
  can
• 2:17
  mop
• 2:18
  their
• 2:18
  operations
• 2:19
  to
• 2:19
  build
• 2:20
  AI
• 2:20
  that
• 2:21
  improves
• 2:21
  those
• 2:22
  operations,
• 2:22
  maps
• 2:23
  the
• 2:23
  operations
• 2:24
  again
• 2:24
  and
• 2:24
  improves
• 2:25
  again.
• 2:26
  I
• 2:26
  mean,
• 2:27
  what
• 2:27
  a
• 2:27
  time
• 2:27
  to
• 2:28
  be
• 2:28
  alive.
• 2:28
  Right?
• 2:29
  And
• 2:29
  what
• 2:29
  a
• 2:29
  way
• 2:29
  to
• 2:29
  blow
• 2:30
  my
• 2:30
  mind
• 2:30
  right
• 2:30
  at
• 2:30
  the
• 2:31
  start
• 2:31
  of
• 2:31
  this
• 2:31
  podcast.
• 2:33
  All
• 2:33
  right,
• 2:33
  well,
• 2:33
  before
• 2:34
  we
• 2:34
  get
• 2:34
  to
• 2:34
  that
• 2:34
  subject,
• 2:35
  because
• 2:35
  I
• 2:35
  do
• 2:35
  want
• 2:35
  to
• 2:35
  get
• 2:35
  into
• 2:36
  that
• 2:36
  subject
• 2:36
  and
• 2:36
  exactly
• 2:37
  what
• 2:37
  we
• 2:37
  all
• 2:37
  meant
• 2:38
  by
• 2:38
  that
• 2:38
  in
• 2:38
  terms
• 2:38
  of,
• 2:39
  you
• 2:39
  know,
• 2:40
  all
• 2:40
  joking
• 2:40
  aside,
• 2:41
  it's
• 2:41
  a
• 2:41
  very
• 2:41
  important
• 2:41
  topic,
• 2:42
  but
• 2:43
  I
• 2:43
  want
• 2:43
  you
• 2:43
  to
• 2:43
  tell
• 2:43
  the
• 2:43
  audience
• 2:44
  about
• 2:44
  yourself
• 2:44
  because
• 2:46
  you've
• 2:46
  accomplished
• 2:47
  quite
• 2:47
  a
• 2:47
  lot
• 2:47
  in
• 2:48
  retail
• 2:48
  and
• 2:48
  perhaps
• 2:49
  you've
• 2:49
  accomplished
• 2:49
  more
• 2:49
  than
• 2:50
  anyone
• 2:50
  I've
• 2:50
  ever
• 2:50
  had
• 2:50
  on
• 2:51
  this
• 2:51
  podcast
• 2:52
  because
• 2:53
  to
• 2:53
  say
• 2:53
  that
• 2:53
  you're
• 2:53
  a
• 2:54
  former
• 2:54
  retail
• 2:54
  operator
• 2:55
  is
• 2:55
  kind
• 2:55
  of
• 2:55
  an
• 2:55
  understatement.
• 2:56
  So
• 2:56
  why
• 2:56
  don't
• 2:56
  you
• 2:57
  tell
• 2:57
  everyone
• 2:57
  about
• 2:58
  your
• 2:58
  background
• 2:59
  and
• 2:59
  who
• 2:59
  you
• 2:59
  are
• 2:59
  and
• 2:59
  what
• 3:00
  brings
• 3:00
  you
• 3:00
  to
• 3:00
  this
• 3:00
  discussion
• 3:01
  today.
• 3:02
  Sure.
• 3:03
  Although
• 3:03
  you
• 3:03
  had
• 3:03
  some
• 3:04
  great
• 3:04
  people
• 3:04
  on
• 3:04
  the
• 3:05
  podcast,
• 3:05
  so
• 3:09
  very
• 3:09
  humbly,
• 3:10
  I
• 3:11
  built
• 3:11
  a
• 3:11
  Pan
• 3:11
  European
• 3:13
  e
• 3:14
  Grocer,
• 3:15
  about
• 3:15
  one
• 3:15
  and
• 3:16
  a
• 3:16
  half
• 3:16
  billion
• 3:16
  in
• 3:16
  revenue.
• 3:18
  Started
• 3:18
  doing
• 3:19
  that
• 3:19
  in
• 3:19
  2014.
• 3:21
  So
• 3:21
  I
• 3:22
  always
• 3:22
  say
• 3:22
  this
• 3:24
  for
• 3:24
  everybody.
• 3:24
  To
• 3:24
  be
• 3:25
  clear,
• 3:25
  this
• 3:25
  is
• 3:25
  not
• 3:25
  a
• 3:25
  Covid
• 3:26
  thing.
• 3:26
  So
• 3:27
  this
• 3:27
  is
• 3:28
  way
• 3:28
  pre
• 3:28
  Covid,
• 3:29
  steady
• 3:29
  grind.
• 3:31
  But
• 3:31
  the
• 3:31
  proposition
• 3:32
  is
• 3:32
  actually
• 3:32
  amazing.
• 3:33
  So
• 3:33
  you
• 3:34
  get
• 3:34
  within
• 3:34
  60
• 3:35
  minutes,
• 3:36
  you
• 3:36
  get
• 3:37
  weekly
• 3:37
  basket,
• 3:38
  it's
• 3:38
  20,000
• 3:39
  SKUs.
• 3:39
  So
• 3:40
  you
• 3:40
  get
• 3:40
  great
• 3:40
  selection
• 3:42
  priced
• 3:42
  at
• 3:42
  the
• 3:43
  market.
• 3:44
  So
• 3:44
  it's
• 3:45
  you,
• 3:45
  you
• 3:46
  don't,
• 3:46
  you
• 3:46
  don't
• 3:46
  pay
• 3:47
  premium.
• 3:48
  And
• 3:48
  we
• 3:49
  partner
• 3:49
  with
• 3:49
  amazing
• 3:50
  local
• 3:50
  brands.
• 3:51
  So
• 3:51
  it's
• 3:51
  just
• 3:51
  not,
• 3:52
  it's,
• 3:53
  it's,
• 3:53
  it's
• 3:53
  not
• 3:53
  this
• 3:54
  gray
• 3:55
  supermarket
• 3:55
  selection
• 3:56
  only.
• 3:58
  And
• 3:58
  through
• 3:58
  doing
• 3:59
  that,
• 3:59
  I
• 3:59
  obviously
• 4:00
  learned
• 4:00
  some
• 4:02
  pains
• 4:02
  and
• 4:03
  struggles
• 4:05
  that
• 4:06
  retailers
• 4:06
  have
• 4:07
  in
• 4:07
  general,
• 4:07
  not
• 4:08
  just
• 4:08
  grocery
• 4:08
  retailers.
• 4:09
  And
• 4:10
  I
• 4:11
  mean,
• 4:11
  that's
• 4:11
  the
• 4:11
  start
• 4:11
  of
• 4:12
  my
• 4:12
  company,
• 4:13
  Duvo.
• 4:13
  But
• 4:14
  it
• 4:15
  was
• 4:15
  this,
• 4:15
  I
• 4:15
  think
• 4:16
  it
• 4:16
  was
• 4:16
  12
• 4:16
  years
• 4:17
  I
• 4:17
  was
• 4:17
  doing
• 4:18
  Rohlik
• 4:18
  and
• 4:20
  I'm
• 4:20
  still
• 4:20
  a
• 4:20
  group
• 4:21
  CEO,
• 4:21
  so
• 4:23
  I
• 4:23
  still
• 4:24
  get
• 4:24
  a
• 4:24
  lot
• 4:24
  of
• 4:24
  insights
• 4:25
  from
• 4:26
  the
• 4:26
  battlefield,
• 4:27
  so
• 4:27
  to
• 4:27
  speak.
• 4:28
  Right,
• 4:29
  right.
• 4:29
  I'm
• 4:29
  glad
• 4:29
  you
• 4:29
  said
• 4:29
  at
• 4:30
  the
• 4:30
  end
• 4:30
  because
• 4:30
  I
• 4:30
  was
• 4:30
  going
• 4:30
  to
• 4:30
  say,
• 4:30
  man,
• 4:31
  Tom
• 4:31
  is
• 4:31
  really
• 4:31
  humble
• 4:32
  because,
• 4:32
  you
• 4:33
  know,
• 4:33
  he,
• 4:33
  he
• 4:33
  founded
• 4:33
  the
• 4:34
  Roll
• 4:34
  it
• 4:34
  group,
• 4:34
  which
• 4:35
  is,
• 4:35
  which
• 4:35
  is
• 4:35
  pretty,
• 4:35
  pretty
• 4:36
  impressive
• 4:36
  and,
• 4:37
  and
• 4:37
  still
• 4:37
  wears
• 4:38
  two
• 4:38
  hats.
• 4:38
  So,
• 4:38
  so
• 4:39
  you
• 4:39
  mentioned
• 4:39
  Duvo,
• 4:40
  Tom.
• 4:40
  So,
• 4:41
  so,
• 4:41
  so
• 4:41
  what
• 4:41
  is
• 4:42
  Duvo
• 4:42
  specifically?
• 4:43
  And
• 4:43
  why
• 4:44
  did
• 4:44
  you
• 4:44
  say,
• 4:44
  okay,
• 4:45
  there's
• 4:45
  an
• 4:45
  idea
• 4:45
  here
• 4:45
  that
• 4:46
  I
• 4:46
  want
• 4:46
  to
• 4:46
  go
• 4:46
  out
• 4:47
  and
• 4:47
  pursue.
• 4:48
  In
• 4:49
  addition
• 4:49
  to
• 4:49
  your
• 4:49
  day
• 4:50
  to
• 4:50
  day
• 4:50
  at
• 4:50
  Roelik.
• 4:51
  I
• 4:51
  was
• 4:53
  so
• 4:53
  much
• 4:53
  into
• 4:54
  AI
• 4:54
  when
• 4:55
  things
• 4:55
  kind
• 4:55
  of,
• 4:56
  you
• 4:56
  know,
• 4:56
  blew
• 4:57
  up.
• 4:58
  End
• 4:59
  of
• 4:59
  24,
• 5:00
  beginning
• 5:00
  of
• 5:00
  25,
• 5:02
  you
• 5:02
  know,
• 5:02
  probably,
• 5:03
  probably
• 5:03
  too
• 5:03
  late
• 5:03
  in
• 5:04
  a
• 5:04
  way,
• 5:05
  but
• 5:05
  still,
• 5:06
  still
• 5:06
  early
• 5:06
  enough
• 5:07
  to
• 5:08
  see
• 5:08
  this
• 5:08
  amazing
• 5:09
  boom
• 5:09
  of,
• 5:10
  you
• 5:10
  know,
• 5:10
  new
• 5:10
  models.
• 5:11
  I
• 5:11
  have,
• 5:11
  I
• 5:12
  don't
• 5:12
  think
• 5:12
  I've
• 5:12
  slept
• 5:13
  between
• 5:13
  November
• 5:14
  24th
• 5:14
  and
• 5:15
  May
• 5:15
  25th.
• 5:16
  You
• 5:17
  know,
• 5:17
  there
• 5:17
  was
• 5:17
  kind
• 5:17
  of
• 5:18
  like
• 5:18
  every,
• 5:19
  every
• 5:19
  day
• 5:20
  there
• 5:20
  was
• 5:20
  something
• 5:20
  new.
• 5:22
  I,
• 5:22
  I
• 5:22
  started
• 5:23
  coding
• 5:23
  again
• 5:24
  because
• 5:24
  of
• 5:24
  the,
• 5:25
  you
• 5:25
  know,
• 5:25
  AI
• 5:26
  capabilities.
• 5:27
  And
• 5:28
  I
• 5:28
  was
• 5:29
  like,
• 5:29
  how
• 5:29
  do
• 5:30
  I,
• 5:30
  how
• 5:31
  do
• 5:31
  I
• 5:31
  improve
• 5:31
  my
• 5:32
  company
• 5:32
  with
• 5:33
  that
• 5:33
  technology?
• 5:34
  Right.
• 5:34
  Like,
• 5:35
  you
• 5:35
  know,
• 5:35
  I
• 5:35
  saw
• 5:35
  rise
• 5:36
  of
• 5:37
  agents,
• 5:37
  so
• 5:38
  actually
• 5:38
  AI
• 5:39
  being
• 5:39
  able
• 5:39
  to
• 5:39
  execute
• 5:40
  stuff,
• 5:40
  you
• 5:41
  know,
• 5:41
  I
• 5:41
  mean,
• 5:41
  we
• 5:41
  had
• 5:42
  like
• 5:42
  great
• 5:42
  companies
• 5:43
  like
• 5:43
  lovable.
• 5:44
  Yeah,
• 5:44
  you
• 5:44
  just
• 5:44
  typed
• 5:45
  in
• 5:45
  the
• 5:45
  prompt
• 5:45
  and
• 5:45
  the
• 5:45
  website
• 5:46
  would
• 5:46
  emerge.
• 5:47
  So
• 5:47
  it's
• 5:47
  like
• 5:48
  I
• 5:48
  want
• 5:48
  to
• 5:49
  do
• 5:49
  that
• 5:49
  with
• 5:49
  retail
• 5:49
  operations,
• 5:51
  but
• 5:51
  you
• 5:52
  know,
• 5:52
  I
• 5:52
  hit
• 5:52
  a,
• 5:53
  I
• 5:53
  hit
• 5:53
  a,
• 5:55
  you
• 5:55
  know,
• 5:55
  I
• 5:55
  would
• 5:55
  say
• 5:55
  common
• 5:56
  roadblocks.
• 5:57
  And
• 5:57
  one
• 5:58
  was
• 6:00
  retail
• 6:00
  operations
• 6:01
  are
• 6:01
  so
• 6:01
  messy
• 6:02
  and
• 6:02
  you
• 6:03
  know,
• 6:03
  if
• 6:03
  you
• 6:03
  want
• 6:03
  to
• 6:03
  try
• 6:04
  to
• 6:04
  get
• 6:04
  it
• 6:04
  into
• 6:05
  an
• 6:05
  IT
• 6:05
  brief,
• 6:07
  you
• 6:07
  will
• 6:07
  find
• 6:07
  very
• 6:08
  quickly.
• 6:08
  This
• 6:08
  is
• 6:09
  why,
• 6:10
  well,
• 6:11
  automated
• 6:12
  retailer
• 6:13
  doesn't
• 6:13
  really
• 6:13
  exist.
• 6:14
  Yeah.
• 6:14
  On
• 6:14
  the
• 6:15
  operation
• 6:15
  side,
• 6:16
  yeah.
• 6:16
  Like
• 6:16
  on
• 6:16
  the
• 6:17
  fulfillment
• 6:17
  and
• 6:18
  last
• 6:18
  mile,
• 6:18
  yes,
• 6:19
  there
• 6:20
  is
• 6:20
  a
• 6:20
  good
• 6:20
  technology,
• 6:21
  but
• 6:21
  you
• 6:22
  know,
• 6:22
  category
• 6:22
  management
• 6:23
  and
• 6:23
  supply
• 6:24
  chain,
• 6:24
  there's
• 6:24
  just
• 6:25
  so
• 6:25
  many
• 6:25
  exceptions
• 6:26
  that
• 6:27
  I
• 6:27
  would
• 6:27
  say
• 6:27
  standard
• 6:28
  way
• 6:28
  of
• 6:28
  handling
• 6:29
  things
• 6:29
  in
• 6:29
  a
• 6:30
  code
• 6:30
  didn't
• 6:31
  work.
• 6:32
  And
• 6:32
  second,
• 6:32
  I
• 6:33
  would
• 6:33
  say
• 6:33
  even
• 6:33
  bigger
• 6:34
  roadblock
• 6:34
  is
• 6:36
  legacy
• 6:36
  systems.
• 6:37
  There
• 6:37
  is
• 6:38
  a.
• 6:38
  Yeah,
• 6:39
  every
• 6:39
  part
• 6:40
  of
• 6:40
  some
• 6:41
  process
• 6:41
  interacts
• 6:42
  with
• 6:42
  some
• 6:43
  weird
• 6:44
  portal
• 6:44
  on
• 6:45
  a
• 6:45
  supplier
• 6:45
  side
• 6:46
  or,
• 6:46
  or
• 6:47
  even
• 6:47
  our
• 6:47
  side
• 6:48
  at
• 6:48
  Rohli,
• 6:48
  we
• 6:49
  had
• 6:49
  parts
• 6:49
  of
• 6:49
  the
• 6:49
  system
• 6:50
  without
• 6:50
  APIs.
• 6:52
  And
• 6:52
  then
• 6:52
  every
• 6:52
  time
• 6:53
  I
• 6:53
  went
• 6:53
  to
• 6:53
  it,
• 6:54
  and
• 6:54
  this
• 6:54
  is
• 6:54
  my
• 6:54
  company,
• 6:55
  right.
• 6:55
  So
• 6:55
  I
• 6:55
  thought
• 6:56
  this
• 6:56
  should
• 6:56
  be
• 6:57
  easy.
• 6:57
  But
• 6:57
  I
• 6:58
  was
• 6:58
  looking
• 6:58
  at
• 6:58
  6,
• 6:59
  12,
• 6:59
  18
• 7:00
  months
• 7:00
  projects,
• 7:01
  I
• 7:02
  was
• 7:02
  like,
• 7:02
  there
• 7:02
  needs
• 7:02
  to
• 7:03
  be
• 7:03
  a
• 7:03
  technology
• 7:04
  that
• 7:04
  solves
• 7:04
  that.
• 7:05
  Like
• 7:05
  if
• 7:05
  I
• 7:05
  want
• 7:05
  to
• 7:06
  automate
• 7:07
  category
• 7:08
  management
• 7:08
  process
• 7:09
  or
• 7:10
  some,
• 7:10
  you
• 7:11
  know,
• 7:12
  chasing
• 7:12
  in
• 7:12
  a
• 7:13
  supply
• 7:13
  chain,
• 7:14
  there
• 7:15
  needs
• 7:15
  to
• 7:15
  be
• 7:15
  a
• 7:15
  technology
• 7:16
  that
• 7:16
  makes
• 7:16
  it
• 7:17
  easy.
• 7:17
  Right.
• 7:17
  And
• 7:18
  that
• 7:18
  was
• 7:18
  kind
• 7:18
  of
• 7:19
  start
• 7:19
  of
• 7:20
  duo
• 7:20
  because
• 7:20
  that
• 7:21
  technology
• 7:21
  didn't,
• 7:22
  didn't
• 7:22
  exist
• 7:22
  at
• 7:23
  the
• 7:23
  time.
• 7:23
  So
• 7:23
  that's
• 7:24
  really
• 7:24
  interesting
• 7:24
  to
• 7:24
  me
• 7:24
  on
• 7:25
  a
• 7:25
  number
• 7:25
  of
• 7:25
  fronts.
• 7:25
  Number
• 7:25
  one,
• 7:26
  the
• 7:26
  first
• 7:26
  thing
• 7:26
  I
• 7:26
  think
• 7:26
  about
• 7:26
  is
• 7:26
  if
• 7:27
  you're
• 7:27
  passionate
• 7:27
  about
• 7:27
  work,
• 7:27
  it's
• 7:28
  not
• 7:28
  work,
• 7:28
  which
• 7:28
  sounds
• 7:29
  like
• 7:29
  that's
• 7:29
  the
• 7:29
  case
• 7:29
  for
• 7:30
  you
• 7:30
  since
• 7:30
  you
• 7:30
  haven't
• 7:31
  slept
• 7:31
  in
• 7:31
  like
• 7:31
  two
• 7:31
  years.
• 7:32
  But
• 7:32
  the
• 7:32
  other
• 7:33
  interesting
• 7:33
  point,
• 7:33
  the
• 7:34
  other
• 7:34
  interesting
• 7:34
  point
• 7:34
  about
• 7:35
  this,
• 7:35
  to
• 7:35
  me
• 7:35
  and
• 7:35
  what
• 7:35
  you
• 7:36
  said
• 7:36
  is
• 7:37
  that
• 7:37
  it
• 7:37
  wasn't
• 7:37
  like
• 7:38
  you
• 7:38
  were
• 7:38
  on
• 7:38
  the
• 7:38
  AI
• 7:39
  curve
• 7:39
  ahead
• 7:40
  of,
• 7:40
  you
• 7:40
  know,
• 7:40
  everything
• 7:41
  happening.
• 7:41
  You
• 7:41
  know,
• 7:42
  a
• 7:42
  few
• 7:42
  years
• 7:42
  ago,
• 7:42
  it
• 7:42
  sounds
• 7:43
  like
• 7:43
  you,
• 7:43
  you
• 7:44
  kind
• 7:44
  of
• 7:44
  got
• 7:44
  the
• 7:45
  bug,
• 7:45
  you
• 7:46
  know,
• 7:46
  around
• 7:46
  AI
• 7:47
  as
• 7:47
  it
• 7:47
  was
• 7:48
  happening
• 7:48
  in
• 7:48
  real
• 7:48
  time
• 7:49
  with
• 7:49
  everyone
• 7:49
  else.
• 7:49
  Is
• 7:50
  that
• 7:50
  right?
• 7:50
  No,
• 7:51
  absolutely,
• 7:51
  that's,
• 7:52
  that's
• 7:52
  correct.
• 7:52
  And
• 7:53
  you
• 7:54
  know,
• 7:54
  obviously
• 7:54
  now
• 7:55
  I'm
• 7:55
  speaking
• 7:55
  to
• 7:56
  people
• 7:56
  at
• 7:57
  great
• 7:58
  companies,
• 7:58
  you
• 7:58
  know,
• 7:59
  like
• 7:59
  Walmart
• 8:00
  at
• 8:00
  Amazon
• 8:00
  and
• 8:01
  they
• 8:01
  were
• 8:01
  like,
• 8:01
  oh
• 8:01
  yeah,
• 8:01
  we,
• 8:02
  we've
• 8:02
  done
• 8:02
  AI
• 8:03
  five
• 8:03
  years
• 8:03
  ago,
• 8:06
  we
• 8:06
  didn't
• 8:06
  do
• 8:07
  anything
• 8:08
  like
• 8:08
  that.
• 8:09
  But
• 8:10
  as
• 8:10
  it
• 8:10
  was
• 8:10
  happening,
• 8:11
  I
• 8:11
  became
• 8:11
  very
• 8:12
  early
• 8:13
  adopter
• 8:13
  of
• 8:13
  everything.
• 8:15
  Every
• 8:15
  emerging
• 8:16
  model,
• 8:16
  every
• 8:17
  emerging
• 8:17
  technology,
• 8:18
  sort
• 8:19
  of
• 8:19
  grabbed
• 8:20
  onto
• 8:20
  it
• 8:21
  and
• 8:21
  tried
• 8:21
  to
• 8:22
  implement
• 8:22
  it
• 8:22
  into
• 8:24
  a
• 8:24
  retail
• 8:24
  company.
• 8:26
  And
• 8:26
  again,
• 8:27
  that
• 8:28
  wasn't
• 8:28
  easy.
• 8:29
  And
• 8:29
  I
• 8:29
  thought
• 8:31
  it
• 8:32
  needs
• 8:32
  to
• 8:32
  be
• 8:32
  easy.
• 8:33
  Yeah,
• 8:33
  like
• 8:33
  if
• 8:34
  I
• 8:34
  can
• 8:34
  code
• 8:35
  today,
• 8:35
  like
• 8:35
  If
• 8:36
  I
• 8:36
  can
• 8:36
  do
• 8:36
  coding,
• 8:38
  which
• 8:38
  is
• 8:38
  hard.
• 8:39
  Yeah.
• 8:40
  Like
• 8:40
  I'm
• 8:40
  not
• 8:40
  a
• 8:40
  programmer
• 8:41
  now,
• 8:41
  I
• 8:41
  can
• 8:41
  code.
• 8:43
  Why
• 8:43
  shouldn't
• 8:43
  some
• 8:44
  simple
• 8:44
  operation
• 8:45
  like
• 8:46
  supplier
• 8:46
  sends
• 8:47
  you
• 8:47
  an
• 8:47
  email
• 8:47
  with
• 8:47
  the
• 8:48
  price
• 8:48
  list
• 8:48
  and
• 8:49
  you
• 8:49
  need
• 8:49
  to
• 8:49
  do
• 8:49
  something.
• 8:50
  Yeah.
• 8:51
  That's
• 8:51
  actually
• 8:52
  much
• 8:52
  simpler
• 8:52
  than
• 8:53
  writing
• 8:53
  11,000
• 8:54
  lines
• 8:55
  of
• 8:55
  code.
• 8:57
  And
• 8:57
  I
• 8:57
  was
• 8:57
  trying
• 8:58
  to
• 8:58
  build
• 8:59
  that
• 8:59
  system
• 8:59
  and
• 9:00
  that's
• 9:00
  basically
• 9:01
  what
• 9:01
  is
• 9:02
  at
• 9:02
  heart
• 9:03
  of
• 9:04
  Duo.
• 9:05
  And
• 9:05
  I'm
• 9:05
  really
• 9:05
  passionate
• 9:06
  about
• 9:06
  this
• 9:06
  because
• 9:06
  I
• 9:06
  think
• 9:07
  future
• 9:07
  of
• 9:08
  retail
• 9:10
  can
• 9:10
  be
• 9:11
  autonomous
• 9:12
  in
• 9:13
  many
• 9:13
  ways.
• 9:13
  And
• 9:14
  I
• 9:14
  don't
• 9:14
  mean
• 9:15
  without
• 9:15
  people.
• 9:16
  I
• 9:16
  mean
• 9:17
  like
• 9:18
  operations
• 9:19
  that
• 9:20
  don't
• 9:20
  need
• 9:20
  people
• 9:21
  just
• 9:21
  happening.
• 9:22
  You
• 9:22
  don't
• 9:22
  have
• 9:22
  to
• 9:22
  think
• 9:23
  about
• 9:23
  them.
• 9:24
  And
• 9:25
  people
• 9:25
  focus
• 9:25
  on,
• 9:27
  I
• 9:27
  mean
• 9:27
  in
• 9:27
  the
• 9:27
  end,
• 9:28
  category
• 9:28
  management.
• 9:29
  Right.
• 9:29
  Like
• 9:30
  category
• 9:30
  managers
• 9:31
  should
• 9:31
  be
• 9:32
  in
• 9:32
  the
• 9:33
  field
• 9:33
  looking
• 9:33
  for
• 9:34
  amazing
• 9:34
  suppliers
• 9:36
  to
• 9:37
  serve
• 9:37
  customers
• 9:38
  better.
• 9:38
  Right.
• 9:38
  What
• 9:39
  do
• 9:39
  they
• 9:39
  do
• 9:39
  instead?
• 9:40
  Some
• 9:41
  admin
• 9:41
  work
• 9:42
  like
• 9:42
  clicking
• 9:43
  downloading
• 9:43
  Excel,
• 9:44
  downloading
• 9:44
  second
• 9:45
  Excel,
• 9:45
  reconciling
• 9:46
  these
• 9:46
  two
• 9:46
  Excels.
• 9:47
  Right.
• 9:47
  Like
• 9:48
  thinking
• 9:49
  about
• 9:49
  it
• 9:49
  and
• 9:49
  then
• 9:50
  maybe
• 9:50
  uploading
• 9:50
  that
• 9:50
  Excel
• 9:51
  to
• 9:51
  some
• 9:52
  other
• 9:52
  system
• 9:53
  with
• 9:53
  where
• 9:53
  somebody
• 9:53
  downloads
• 9:54
  it.
• 9:54
  Yeah,
• 9:55
  that,
• 9:55
  the
• 9:56
  modern
• 9:57
  retail
• 9:58
  work.
• 9:58
  And
• 9:59
  I
• 9:59
  want
• 9:59
  to
• 9:59
  change
• 9:59
  that.
• 10:00
  I
• 10:00
  mean,
• 10:01
  you,
• 10:01
  my
• 10:01
  friend,
• 10:01
  you're
• 10:02
  a
• 10:02
  needle
• 10:02
  in
• 10:02
  a
• 10:02
  stack
• 10:02
  of
• 10:03
  needles
• 10:03
  in
• 10:03
  a
• 10:03
  lot
• 10:03
  of
• 10:03
  ways.
• 10:05
  As
• 10:05
  a
• 10:05
  startup
• 10:05
  entrepreneur
• 10:07
  in
• 10:07
  the
• 10:07
  technology
• 10:08
  space
• 10:08
  with
• 10:08
  the
• 10:09
  former
• 10:09
  operator
• 10:10
  chops,
• 10:10
  who
• 10:11
  understands
• 10:12
  the
• 10:12
  real
• 10:13
  pain
• 10:13
  points
• 10:13
  that
• 10:13
  you're
• 10:14
  describing
• 10:14
  here,
• 10:14
  which
• 10:14
  is,
• 10:15
  yeah,
• 10:15
  there's
• 10:15
  a
• 10:16
  lot
• 10:16
  of
• 10:16
  people
• 10:16
  inside
• 10:16
  a
• 10:16
  retail
• 10:17
  operation
• 10:17
  that
• 10:17
  are
• 10:18
  putting
• 10:18
  data
• 10:19
  into
• 10:19
  spreadsheets
• 10:20
  or
• 10:20
  hard
• 10:20
  keying
• 10:21
  information
• 10:21
  in
• 10:22
  from
• 10:22
  one
• 10:22
  system
• 10:22
  to
• 10:23
  another
• 10:23
  over
• 10:23
  and
• 10:23
  over
• 10:24
  again.
• 10:24
  And
• 10:24
  it
• 10:24
  just
• 10:24
  becomes
• 10:25
  very
• 10:25
  mind
• 10:25
  numbing
• 10:26
  and
• 10:26
  as
• 10:26
  a
• 10:26
  result
• 10:27
  very
• 10:27
  mistake
• 10:28
  prone
• 10:29
  as
• 10:29
  well.
• 10:30
  So,
• 10:30
  so
• 10:30
  I
• 10:30
  want
• 10:31
  to.
• 10:31
  And
• 10:31
  the
• 10:32
  other
• 10:32
  thing
• 10:32
  about
• 10:32
  it
• 10:32
  too
• 10:32
  is,
• 10:33
  and
• 10:33
  we've
• 10:33
  been
• 10:33
  talking
• 10:33
  about
• 10:33
  this
• 10:34
  a
• 10:34
  lot
• 10:34
  on
• 10:34
  our
• 10:34
  weekly
• 10:34
  show
• 10:35
  is,
• 10:35
  you
• 10:35
  know,
• 10:36
  a
• 10:36
  lot
• 10:36
  of
• 10:36
  the
• 10:36
  retail
• 10:37
  organizations,
• 10:37
  you
• 10:38
  know,
• 10:38
  particularly
• 10:39
  in
• 10:39
  the
• 10:39
  US
• 10:39
  and
• 10:39
  really
• 10:39
  throughout
• 10:40
  the
• 10:40
  world
• 10:40
  are
• 10:40
  being
• 10:40
  tasked
• 10:41
  with,
• 10:41
  okay,
• 10:42
  how
• 10:42
  do
• 10:42
  I
• 10:42
  think
• 10:42
  about
• 10:43
  AI
• 10:43
  to
• 10:43
  improve
• 10:44
  the
• 10:44
  efficiency
• 10:45
  of
• 10:45
  the
• 10:46
  operations?
• 10:46
  And
• 10:46
  the
• 10:47
  one
• 10:47
  thing
• 10:47
  you
• 10:47
  always
• 10:47
  hear
• 10:47
  is
• 10:48
  that,
• 10:49
  you
• 10:49
  know,
• 10:49
  the
• 10:49
  first
• 10:49
  thing
• 10:49
  you
• 10:49
  need
• 10:50
  to
• 10:50
  decide
• 10:51
  before
• 10:51
  you
• 10:51
  do
• 10:52
  anything
• 10:52
  with
• 10:52
  AI
• 10:52
  is
• 10:52
  you
• 10:53
  have
• 10:53
  to
• 10:53
  know
• 10:53
  what
• 10:53
  problem
• 10:53
  you
• 10:54
  need
• 10:54
  to
• 10:54
  solve.
• 10:55
  But
• 10:55
  as
• 10:55
  we
• 10:55
  alluded
• 10:56
  to
• 10:56
  in
• 10:56
  the
• 10:56
  outset,
• 10:57
  you're
• 10:58
  also
• 10:58
  saying
• 10:58
  that
• 10:58
  AI
• 10:59
  can
• 10:59
  help
• 10:59
  you
• 11:00
  understand
• 11:01
  what
• 11:01
  problems
• 11:02
  actually
• 11:02
  need
• 11:02
  solving
• 11:03
  to
• 11:03
  begin
• 11:04
  with.
• 11:05
  And
• 11:05
  that's
• 11:05
  the
• 11:06
  key
• 11:06
  here,
• 11:06
  right?
• 11:07
  No,
• 11:07
  absolutely.
• 11:08
  And
• 11:08
  that
• 11:08
  was
• 11:08
  a
• 11:08
  big
• 11:09
  learning
• 11:09
  for
• 11:09
  us.
• 11:09
  Right.
• 11:11
  I
• 11:12
  am
• 11:12
  a
• 11:13
  founder
• 11:13
  of
• 11:13
  a
• 11:13
  retail
• 11:14
  company,
• 11:14
  so
• 11:15
  I,
• 11:16
  I
• 11:16
  thought
• 11:16
  I
• 11:17
  knew
• 11:17
  every
• 11:17
  process.
• 11:19
  So
• 11:19
  as
• 11:20
  I
• 11:20
  was
• 11:22
  trying
• 11:22
  to
• 11:23
  implement
• 11:23
  this
• 11:24
  great
• 11:24
  technology,
• 11:25
  you
• 11:25
  know,
• 11:25
  like,
• 11:25
  you
• 11:25
  know,
• 11:26
  Duo
• 11:26
  exists
• 11:27
  and
• 11:27
  you
• 11:27
  know,
• 11:28
  I'm
• 11:28
  like,
• 11:28
  hey,
• 11:29
  there's
• 11:29
  this
• 11:30
  great
• 11:30
  technology
• 11:31
  we
• 11:31
  should
• 11:31
  adopt
• 11:32
  it
• 11:32
  in
• 11:32
  the
• 11:33
  retail
• 11:33
  company
• 11:34
  as
• 11:34
  well.
• 11:34
  I
• 11:35
  realized
• 11:35
  that
• 11:36
  not
• 11:36
  only
• 11:36
  I
• 11:37
  do
• 11:37
  not
• 11:37
  know
• 11:37
  the
• 11:37
  real
• 11:38
  processes,
• 11:39
  but
• 11:39
  people
• 11:40
  below
• 11:40
  me
• 11:40
  do
• 11:41
  not
• 11:41
  know
• 11:41
  the
• 11:41
  real
• 11:42
  processes
• 11:42
  and
• 11:43
  people
• 11:43
  below
• 11:43
  the
• 11:43
  people
• 11:44
  also
• 11:45
  don't
• 11:45
  know
• 11:45
  that.
• 11:46
  The
• 11:46
  only
• 11:46
  people
• 11:46
  that
• 11:47
  know
• 11:47
  the
• 11:47
  real
• 11:48
  process,
• 11:48
  but
• 11:48
  sadly
• 11:49
  only
• 11:49
  part
• 11:49
  of
• 11:49
  it
• 11:50
  are
• 11:50
  the
• 11:50
  specialists
• 11:51
  doing
• 11:52
  the
• 11:52
  process.
• 11:53
  Right.
• 11:54
  And,
• 11:54
  and
• 11:54
  how
• 11:54
  do
• 11:55
  you
• 11:55
  reconcile
• 11:55
  that?
• 11:56
  Because
• 11:56
  people
• 11:57
  on,
• 11:57
  on,
• 11:58
  I
• 11:58
  would
• 11:58
  say
• 11:58
  higher,
• 11:59
  in
• 11:59
  the
• 11:59
  higher
• 11:59
  levels
• 12:00
  of
• 12:00
  the
• 12:00
  organization,
• 12:01
  they
• 12:02
  have
• 12:02
  the
• 12:02
  decision
• 12:03
  making
• 12:03
  power
• 12:04
  to
• 12:05
  change
• 12:06
  something.
• 12:06
  Yeah.
• 12:07
  To
• 12:07
  maybe,
• 12:07
  you
• 12:08
  know,
• 12:08
  automate
• 12:08
  something,
• 12:09
  to,
• 12:09
  to
• 12:09
  buy
• 12:09
  software,
• 12:11
  but
• 12:11
  they
• 12:11
  have
• 12:12
  no
• 12:12
  idea
• 12:14
  how
• 12:14
  the
• 12:14
  promotion
• 12:15
  planning
• 12:15
  process
• 12:16
  actually
• 12:16
  looks
• 12:17
  like.
• 12:17
  What
• 12:17
  are
• 12:17
  all
• 12:17
  the
• 12:18
  exceptions?
• 12:19
  So
• 12:20
  I
• 12:20
  was
• 12:20
  like,
• 12:20
  well,
• 12:21
  you
• 12:22
  know,
• 12:22
  this
• 12:22
  is
• 12:22
  a
• 12:22
  problem
• 12:23
  because
• 12:23
  now
• 12:24
  I
• 12:24
  have
• 12:24
  two
• 12:24
  companies.
• 12:25
  One,
• 12:26
  I'm
• 12:27
  the
• 12:27
  CEO
• 12:27
  of
• 12:27
  and
• 12:28
  I
• 12:28
  want
• 12:28
  to
• 12:28
  automate
• 12:28
  it.
• 12:29
  Second,
• 12:30
  I'm
• 12:30
  a
• 12:30
  CEO
• 12:31
  of
• 12:31
  that
• 12:32
  provides
• 12:32
  an
• 12:32
  amazing
• 12:33
  automation
• 12:35
  and
• 12:35
  they
• 12:36
  cannot
• 12:36
  work
• 12:36
  together
• 12:37
  because
• 12:37
  nobody
• 12:38
  knows
• 12:39
  the
• 12:39
  real
• 12:39
  process.
• 12:41
  So
• 12:41
  we
• 12:41
  built
• 12:42
  this
• 12:42
  agentic
• 12:42
  process
• 12:43
  mapping
• 12:43
  because,
• 12:44
  you
• 12:45
  know,
• 12:45
  I
• 12:46
  was
• 12:46
  like,
• 12:46
  I
• 12:46
  was
• 12:47
  asking
• 12:47
  and
• 12:47
  I
• 12:47
  was
• 12:47
  like,
• 12:47
  how
• 12:48
  do
• 12:48
  you,
• 12:48
  how
• 12:48
  do
• 12:48
  you
• 12:49
  solve
• 12:49
  this?
• 12:49
  And
• 12:49
  we're
• 12:49
  like,
• 12:50
  well,
• 12:50
  you
• 12:50
  called
• 12:50
  consultants.
• 12:51
  No,
• 12:52
  you
• 12:52
  know,
• 12:52
  McKinsey
• 12:53
  or
• 12:53
  Big
• 12:54
  Four.
• 12:54
  Like
• 12:54
  they
• 12:55
  come
• 12:55
  in
• 12:55
  and
• 12:56
  they
• 12:56
  speak
• 12:56
  to
• 12:57
  everybody.
• 12:58
  Right.
• 12:59
  And
• 12:59
  they
• 12:59
  give
• 13:00
  you
• 13:00
  beautiful
• 13:00
  slides
• 13:01
  how
• 13:01
  your
• 13:01
  processes
• 13:02
  look
• 13:02
  like,
• 13:03
  like
• 13:04
  that's
• 13:04
  amazing.
• 13:04
  Because
• 13:05
  you
• 13:05
  know
• 13:05
  what,
• 13:06
  agents
• 13:07
  can
• 13:07
  speak
• 13:07
  now
• 13:07
  as
• 13:08
  well,
• 13:08
  thanks
• 13:08
  to
• 13:09
  amazing
• 13:09
  companies
• 13:10
  like
• 13:10
  eleven
• 13:10
  Labs
• 13:11
  and
• 13:11
  others.
• 13:11
  Right.
• 13:12
  So
• 13:12
  why
• 13:12
  don't
• 13:13
  we
• 13:13
  give
• 13:14
  our
• 13:14
  agents
• 13:14
  a
• 13:15
  voice
• 13:15
  and
• 13:15
  they
• 13:15
  can
• 13:16
  actually
• 13:16
  speak
• 13:17
  to
• 13:17
  the
• 13:17
  specialists
• 13:18
  in
• 13:18
  their
• 13:18
  language,
• 13:21
  extracting
• 13:22
  every
• 13:22
  little
• 13:22
  part
• 13:23
  of
• 13:23
  their
• 13:23
  work.
• 13:24
  We
• 13:24
  can
• 13:24
  overlay
• 13:25
  that
• 13:25
  with
• 13:25
  recording
• 13:26
  of
• 13:26
  the
• 13:26
  work
• 13:27
  as
• 13:27
  well,
• 13:28
  which
• 13:28
  is
• 13:28
  again
• 13:29
  what
• 13:29
  a
• 13:30
  very
• 13:30
  expensive
• 13:30
  consultant
• 13:31
  would
• 13:31
  do.
• 13:33
  And
• 13:33
  in
• 13:34
  less
• 13:34
  than
• 13:35
  a
• 13:35
  week,
• 13:36
  we
• 13:36
  can
• 13:36
  map
• 13:37
  hundred
• 13:38
  or
• 13:38
  hundreds
• 13:38
  of
• 13:38
  people
• 13:39
  in
• 13:39
  the
• 13:39
  organization
• 13:40
  and
• 13:41
  we
• 13:41
  can
• 13:41
  tell
• 13:41
  the
• 13:42
  leadership,
• 13:42
  this
• 13:43
  is
• 13:43
  what
• 13:43
  the
• 13:43
  organization
• 13:44
  does.
• 13:45
  These
• 13:45
  are
• 13:46
  the
• 13:46
  opportunities.
• 13:47
  This
• 13:47
  is
• 13:47
  where
• 13:48
  you
• 13:48
  incur
• 13:48
  inconsistencies
• 13:49
  and
• 13:50
  cost.
• 13:50
  And
• 13:51
  if
• 13:51
  you
• 13:51
  want
• 13:51
  to
• 13:51
  think
• 13:52
  about
• 13:52
  AI
• 13:52
  and
• 13:53
  automation,
• 13:54
  these
• 13:54
  are
• 13:54
  top
• 13:54
  three
• 13:55
  things
• 13:55
  you
• 13:55
  should
• 13:55
  be
• 13:55
  thinking
• 13:56
  about.
• 13:56
  And
• 13:56
  these
• 13:57
  are
• 13:57
  the
• 13:57
  three
• 13:57
  processes
• 13:58
  you
• 13:58
  should
• 13:58
  absolutely
• 13:59
  automate.
• 14:00
  And
• 14:00
  by
• 14:01
  the
• 14:01
  way,
• 14:02
  based
• 14:02
  on
• 14:02
  the
• 14:02
  benchmarks
• 14:03
  we
• 14:03
  see,
• 14:04
  these
• 14:04
  are
• 14:04
  the
• 14:04
  three
• 14:05
  processes
• 14:05
  you
• 14:05
  don't
• 14:06
  even
• 14:06
  have
• 14:06
  in
• 14:06
  the
• 14:07
  organization.
• 14:08
  And
• 14:08
  you
• 14:08
  can
• 14:09
  absolutely,
• 14:10
  you
• 14:11
  can
• 14:11
  absolutely
• 14:11
  now
• 14:12
  have
• 14:12
  them
• 14:12
  with
• 14:12
  agents.
• 14:13
  Yeah,
• 14:13
  you
• 14:13
  don't
• 14:14
  have
• 14:14
  to
• 14:14
  hire
• 14:14
  more
• 14:14
  people
• 14:14
  now
• 14:15
  to
• 14:15
  run
• 14:15
  these
• 14:15
  processes.
• 14:16
  And
• 14:17
  then
• 14:17
  leadership
• 14:17
  looked
• 14:18
  at
• 14:18
  that
• 14:18
  and
• 14:18
  I'm
• 14:18
  like,
• 14:19
  wow,
• 14:19
  okay,
• 14:21
  check,
• 14:21
  check,
• 14:22
  check.
• 14:22
  And
• 14:23
  then
• 14:23
  suddenly
• 14:23
  like
• 14:24
  this
• 14:24
  fog
• 14:24
  lifted
• 14:25
  and,
• 14:26
  and
• 14:26
  everybody
• 14:27
  had
• 14:27
  clarity.
• 14:28
  So
• 14:28
  we
• 14:28
  called
• 14:29
  it
• 14:29
  dual
• 14:29
  clarity.
• 14:30
  But
• 14:31
  clarity.
• 14:32
  Nice.
• 14:32
  I
• 14:33
  mean,
• 14:33
  yeah,
• 14:34
  we're
• 14:34
  very
• 14:34
  creative
• 14:35
  people,
• 14:35
  clearly,
• 14:35
  right?
• 14:36
  Very
• 14:36
  black
• 14:36
  and
• 14:36
  white.
• 14:37
  Yes,
• 14:37
  nice.
• 14:38
  That's
• 14:38
  how
• 14:38
  it
• 14:39
  came
• 14:39
  about.
• 14:39
  It
• 14:39
  was
• 14:40
  absolute
• 14:40
  necessity.
• 14:41
  And,
• 14:41
  and
• 14:42
  everybody
• 14:42
  gets
• 14:43
  excited
• 14:44
  about
• 14:44
  this
• 14:44
  really,
• 14:45
  because
• 14:46
  they
• 14:47
  thought
• 14:48
  they
• 14:48
  don't
• 14:49
  have
• 14:49
  a
• 14:49
  hope.
• 14:50
  Right.
• 14:51
  You
• 14:51
  know,
• 14:52
  we
• 14:52
  speaking
• 14:52
  to
• 14:53
  a
• 14:53
  VP,
• 14:54
  I
• 14:55
  mean,
• 14:55
  especially
• 14:56
  in
• 14:56
  the
• 14:56
  U.S.
• 14:56
  right?
• 14:57
  You
• 14:57
  see
• 14:57
  a
• 14:57
  lot
• 14:57
  of
• 14:58
  this
• 14:59
  eagerness
• 14:59
  now
• 15:00
  to
• 15:00
  adopt
• 15:00
  new
• 15:00
  technology,
• 15:02
  but
• 15:03
  what's
• 15:03
  at
• 15:03
  the
• 15:03
  heart
• 15:04
  is
• 15:04
  really
• 15:04
  an
• 15:05
  Excel
• 15:05
  file
• 15:05
  or
• 15:06
  Excel
• 15:06
  files,
• 15:07
  especially
• 15:07
  in
• 15:07
  supply
• 15:08
  chain
• 15:08
  and
• 15:08
  planning.
• 15:09
  Yep,
• 15:10
  right.
• 15:11
  And
• 15:12
  they
• 15:12
  are
• 15:12
  like,
• 15:13
  but,
• 15:13
  but
• 15:14
  like,
• 15:14
  how
• 15:14
  do
• 15:14
  we.
• 15:16
  Yeah,
• 15:17
  like
• 15:17
  it's
• 15:17
  probably
• 15:18
  in
• 15:18
  two
• 15:18
  years
• 15:18
  we'll
• 15:19
  have
• 15:19
  some
• 15:19
  technology
• 15:19
  that
• 15:20
  can
• 15:21
  clean
• 15:22
  up
• 15:22
  this
• 15:22
  mess
• 15:23
  and
• 15:24
  it
• 15:24
  can
• 15:24
  actually
• 15:24
  be
• 15:24
  two
• 15:25
  weeks.
• 15:25
  And
• 15:25
  I
• 15:25
  think
• 15:26
  that's,
• 15:26
  that's
• 15:26
  really
• 15:26
  eye
• 15:27
  opening
• 15:27
  for
• 15:27
  most.
• 15:28
  Right.
• 15:28
  And
• 15:29
  that's,
• 15:29
  and
• 15:29
  that's
• 15:29
  why
• 15:29
  I
• 15:29
  was
• 15:29
  specifically
• 15:30
  interested
• 15:30
  in
• 15:30
  bringing
• 15:31
  you
• 15:31
  on
• 15:31
  for
• 15:31
  this
• 15:32
  interview,
• 15:32
  because
• 15:32
  I
• 15:33
  think
• 15:33
  the
• 15:33
  approach
• 15:33
  is
• 15:33
  really
• 15:34
  novel
• 15:34
  here
• 15:34
  in
• 15:35
  what
• 15:35
  you're
• 15:35
  saying.
• 15:35
  And
• 15:36
  you
• 15:36
  know,
• 15:36
  I,
• 15:37
  as
• 15:37
  you
• 15:37
  were
• 15:37
  talking,
• 15:37
  I
• 15:38
  remember
• 15:38
  thinking
• 15:38
  back
• 15:38
  to
• 15:39
  like
• 15:39
  a
• 15:39
  business
• 15:39
  school
• 15:39
  case
• 15:40
  that
• 15:40
  I
• 15:40
  had
• 15:40
  like
• 15:40
  20,
• 15:41
  God,
• 15:41
  20
• 15:42
  plus
• 15:42
  years
• 15:42
  ago
• 15:42
  where
• 15:43
  we
• 15:43
  talked
• 15:43
  about,
• 15:44
  you
• 15:44
  know,
• 15:45
  identifying,
• 15:46
  you
• 15:46
  know,
• 15:46
  the
• 15:46
  process
• 15:47
  by
• 15:47
  which
• 15:47
  you,
• 15:48
  you
• 15:48
  run
• 15:48
  an
• 15:48
  operation.
• 15:49
  And
• 15:49
  there's
• 15:49
  implicit
• 15:50
  and
• 15:50
  there's
• 15:51
  also
• 15:51
  explicit
• 15:52
  expectations
• 15:53
  of
• 15:53
  that
• 15:53
  process.
• 15:53
  The
• 15:54
  explicit
• 15:54
  ones
• 15:54
  are
• 15:55
  the
• 15:55
  ones
• 15:55
  that,
• 15:55
  you
• 15:55
  know,
• 15:56
  like
• 15:56
  you
• 15:56
  said,
• 15:56
  the
• 15:56
  people
• 15:56
  at
• 15:56
  the
• 15:57
  lowest
• 15:57
  level,
• 15:57
  they
• 15:57
  know
• 15:57
  what
• 15:58
  those
• 15:58
  are.
• 15:58
  But
• 15:58
  I
• 15:59
  think
• 15:59
  the
• 15:59
  things
• 15:59
  that
• 15:59
  people
• 15:59
  forget
• 16:00
  a
• 16:00
  lot
• 16:00
  of
• 16:00
  times
• 16:00
  is
• 16:01
  that
• 16:01
  there's
• 16:01
  implicit
• 16:02
  things
• 16:02
  that
• 16:02
  those
• 16:02
  people
• 16:02
  are
• 16:03
  doing
• 16:03
  that
• 16:03
  are,
• 16:03
  that
• 16:03
  are
• 16:04
  not
• 16:04
  actually
• 16:04
  codified
• 16:05
  anywhere.
• 16:05
  And
• 16:06
  they
• 16:06
  just
• 16:06
  know
• 16:06
  how
• 16:06
  to
• 16:06
  do
• 16:07
  it
• 16:07
  because
• 16:07
  they've
• 16:07
  been
• 16:07
  doing
• 16:08
  the
• 16:08
  job
• 16:08
  all
• 16:08
  that
• 16:08
  all
• 16:09
  this
• 16:09
  time.
• 16:10
  And
• 16:10
  so
• 16:10
  that's
• 16:10
  where
• 16:11
  the
• 16:11
  process
• 16:12
  mapping
• 16:12
  stage
• 16:13
  becomes
• 16:13
  so
• 16:14
  important
• 16:14
  and
• 16:14
  why
• 16:14
  the
• 16:15
  consultants
• 16:15
  come
• 16:15
  in
• 16:16
  and
• 16:16
  all
• 16:16
  that.
• 16:16
  And
• 16:16
  I've
• 16:16
  been
• 16:17
  a
• 16:17
  part
• 16:17
  of
• 16:17
  those
• 16:17
  at
• 16:17
  multiple
• 16:18
  organizations
• 16:19
  and
• 16:19
  they,
• 16:20
  they
• 16:20
  take
• 16:21
  weeks
• 16:21
  and
• 16:21
  weeks
• 16:22
  of
• 16:22
  effort
• 16:22
  and
• 16:22
  coordination
• 16:23
  and
• 16:23
  interviews
• 16:24
  and
• 16:24
  then,
• 16:24
  you
• 16:24
  know,
• 16:25
  understanding,
• 16:25
  does
• 16:25
  this
• 16:25
  person
• 16:26
  do
• 16:26
  it
• 16:26
  the
• 16:26
  same
• 16:26
  way
• 16:27
  as
• 16:27
  this
• 16:27
  person?
• 16:27
  And
• 16:28
  where
• 16:28
  are
• 16:28
  the
• 16:28
  consistencies?
• 16:29
  Where
• 16:29
  are
• 16:29
  the
• 16:29
  gaps?
• 16:30
  And
• 16:30
  so,
• 16:31
  and
• 16:31
  so
• 16:31
  what
• 16:31
  you're
• 16:31
  saying
• 16:32
  is
• 16:32
  that
• 16:32
  that's
• 16:32
  what
• 16:32
  you're
• 16:33
  trying
• 16:34
  to
• 16:34
  first
• 16:34
  and
• 16:34
  foremost
• 16:35
  eliminate
• 16:35
  and
• 16:36
  make
• 16:36
  simpler.
• 16:37
  And
• 16:37
  the
• 16:37
  other
• 16:37
  thing
• 16:37
  I
• 16:37
  like
• 16:38
  about
• 16:38
  it
• 16:38
  too,
• 16:38
  when
• 16:38
  you
• 16:38
  deploy
• 16:39
  technology
• 16:39
  in
• 16:40
  it,
• 16:40
  the
• 16:40
  way
• 16:40
  you're
• 16:40
  describing
• 16:41
  Tom,
• 16:42
  it
• 16:42
  takes
• 16:42
  the
• 16:43
  biases
• 16:43
  out
• 16:43
  of
• 16:44
  who's.
• 16:45
  Who's
• 16:45
  doing
• 16:46
  the
• 16:46
  explaining.
• 16:46
  Right?
• 16:47
  Like
• 16:47
  sometimes
• 16:48
  the
• 16:48
  process
• 16:48
  can
• 16:48
  be
• 16:49
  explained
• 16:49
  by
• 16:49
  the
• 16:49
  person
• 16:49
  that's
• 16:50
  the
• 16:50
  loudest
• 16:50
  voice
• 16:50
  or
• 16:50
  the
• 16:51
  most
• 16:51
  charismatic
• 16:51
  to
• 16:52
  the
• 16:52
  consultants.
• 16:53
  But
• 16:53
  here
• 16:53
  you're
• 16:53
  listening
• 16:53
  to
• 16:54
  everyone,
• 16:54
  and
• 16:54
  the
• 16:54
  AI
• 16:55
  is
• 16:55
  basically,
• 16:56
  you
• 16:56
  know,
• 16:56
  taking
• 16:56
  what
• 16:57
  it's
• 16:57
  learning
• 16:57
  from
• 16:57
  everyone
• 16:58
  and
• 16:58
  then
• 16:58
  synthesizing
• 16:59
  it.
• 17:00
  So
• 17:00
  explain
• 17:00
  that
• 17:01
  more.
• 17:01
  Like
• 17:01
  if
• 17:01
  I
• 17:01
  wanted
• 17:02
  to
• 17:02
  use
• 17:02
  Duvo
• 17:03
  as
• 17:03
  a
• 17:04
  retail
• 17:04
  merchant
• 17:05
  leader,
• 17:05
  say,
• 17:05
  I
• 17:05
  was
• 17:05
  running
• 17:06
  planning
• 17:06
  and
• 17:06
  allocation
• 17:07
  at
• 17:07
  a,
• 17:07
  at
• 17:07
  a
• 17:08
  regular
• 17:08
  US
• 17:09
  retailer.
• 17:09
  What
• 17:10
  would
• 17:10
  it
• 17:10
  look
• 17:10
  like?
• 17:10
  What
• 17:11
  would
• 17:11
  it,
• 17:11
  what
• 17:11
  would
• 17:11
  I
• 17:11
  do
• 17:12
  to,
• 17:12
  what
• 17:12
  would
• 17:12
  be
• 17:13
  my
• 17:13
  first
• 17:13
  steps
• 17:13
  to
• 17:13
  get
• 17:14
  the
• 17:14
  most
• 17:14
  out
• 17:14
  of
• 17:14
  the
• 17:14
  technology?
• 17:15
  I'll
• 17:15
  answer
• 17:16
  in
• 17:16
  a
• 17:16
  second.
• 17:16
  But
• 17:17
  I
• 17:17
  think
• 17:17
  that
• 17:18
  the
• 17:18
  way
• 17:18
  to
• 17:18
  think
• 17:18
  about
• 17:19
  this
• 17:19
  is
• 17:19
  this
• 17:20
  really
• 17:21
  democratizes
• 17:23
  a
• 17:23
  process
• 17:23
  mapping.
• 17:24
  Right.
• 17:24
  Because
• 17:24
  the
• 17:25
  expensive
• 17:25
  part,
• 17:26
  expensive
• 17:27
  part
• 17:27
  is
• 17:27
  the
• 17:28
  consultant.
• 17:29
  Right.
• 17:29
  Like,
• 17:29
  you
• 17:30
  know,
• 17:31
  there's
• 17:32
  a
• 17:32
  scarcity.
• 17:33
  They
• 17:33
  cannot
• 17:34
  sit
• 17:34
  with
• 17:34
  everybody
• 17:35
  because
• 17:35
  that
• 17:36
  would,
• 17:36
  you
• 17:36
  know,
• 17:37
  break
• 17:37
  the
• 17:37
  bank.
• 17:38
  But
• 17:39
  agents
• 17:39
  are
• 17:39
  cheap.
• 17:40
  You,
• 17:40
  you
• 17:41
  can
• 17:42
  now
• 17:42
  interview
• 17:43
  every
• 17:43
  single
• 17:44
  person
• 17:44
  in
• 17:44
  your
• 17:45
  organization.
• 17:45
  So
• 17:46
  I'm
• 17:46
  ahead
• 17:46
  of
• 17:48
  planning
• 17:48
  and
• 17:49
  allocation
• 17:50
  in,
• 17:50
  in
• 17:51
  this
• 17:51
  retailer.
• 17:52
  I'm
• 17:52
  just
• 17:52
  gonna
• 17:53
  send
• 17:55
  dual
• 17:55
  clarity
• 17:56
  interview.
• 17:57
  It's
• 17:58
  really,
• 17:58
  they
• 17:58
  just
• 17:59
  log
• 17:59
  in
• 18:00
  and
• 18:00
  you
• 18:01
  know,
• 18:01
  agent
• 18:01
  starts
• 18:01
  asking
• 18:02
  question.
• 18:03
  It's
• 18:03
  a
• 18:03
  very
• 18:03
  well
• 18:04
  trained
• 18:04
  agent,
• 18:05
  you
• 18:05
  know,
• 18:05
  on
• 18:06
  a,
• 18:07
  a
• 18:07
  lot
• 18:07
  of,
• 18:07
  of
• 18:08
  these
• 18:08
  interviews.
• 18:09
  So
• 18:09
  it's
• 18:09
  probing
• 18:10
  into
• 18:10
  the
• 18:11
  exceptions,
• 18:12
  handoffs,
• 18:13
  systems,
• 18:14
  risks.
• 18:15
  Right.
• 18:15
  And
• 18:15
  you
• 18:16
  don't
• 18:16
  even
• 18:16
  say
• 18:16
  like
• 18:17
  what's
• 18:17
  implicit
• 18:17
  and
• 18:17
  explicit
• 18:18
  because
• 18:19
  if
• 18:19
  you
• 18:19
  interview
• 18:20
  20
• 18:20
  people
• 18:21
  in
• 18:21
  that
• 18:21
  organization
• 18:22
  or
• 18:22
  10
• 18:22
  people
• 18:22
  in
• 18:23
  that
• 18:23
  organization,
• 18:24
  you
• 18:24
  start
• 18:25
  seeing
• 18:25
  what's
• 18:25
  explicit
• 18:26
  and
• 18:26
  implicit.
• 18:26
  Right.
• 18:27
  Like,
• 18:28
  you
• 18:28
  know,
• 18:29
  there's
• 18:29
  maybe
• 18:29
  two
• 18:29
  people
• 18:30
  doing
• 18:30
  this
• 18:30
  differently.
• 18:31
  Right.
• 18:31
  But,
• 18:32
  but
• 18:32
  maybe
• 18:33
  it's
• 18:33
  not
• 18:33
  bad
• 18:34
  that
• 18:34
  they're
• 18:34
  doing
• 18:34
  it
• 18:35
  differently
• 18:35
  because
• 18:35
  they're
• 18:36
  handling
• 18:36
  different
• 18:37
  suppliers.
• 18:37
  Yeah.
• 18:38
  So
• 18:38
  I
• 18:38
  don't
• 18:38
  know,
• 18:38
  they
• 18:39
  are
• 18:39
  dealing
• 18:39
  with
• 18:39
  Procter
• 18:40
  and
• 18:40
  Gamble
• 18:41
  and
• 18:41
  they
• 18:41
  do
• 18:42
  need
• 18:42
  a
• 18:42
  different
• 18:42
  treatment.
• 18:44
  Yeah.
• 18:44
  And
• 18:45
  our
• 18:45
  SOPs
• 18:46
  don't
• 18:46
  really
• 18:46
  capture
• 18:47
  that,
• 18:47
  that
• 18:47
  relationship.
• 18:48
  But
• 18:48
  now
• 18:48
  it's
• 18:49
  clear
• 18:49
  that
• 18:49
  actually
• 18:50
  any
• 18:50
  automation
• 18:51
  we
• 18:51
  built
• 18:51
  needs
• 18:52
  to
• 18:52
  capture
• 18:52
  that
• 18:52
  special
• 18:53
  PNG
• 18:53
  relationship.
• 18:55
  So,
• 18:55
  so
• 18:55
  what
• 18:55
  you
• 18:55
  do
• 18:56
  as
• 18:56
  a
• 18:56
  leader,
• 18:56
  you
• 18:57
  just
• 18:57
  send
• 18:57
  this
• 18:57
  to
• 18:58
  everybody
• 18:59
  and
• 18:59
  we
• 19:00
  make
• 19:00
  sense
• 19:00
  and
• 19:01
  we'll
• 19:01
  give
• 19:01
  you
• 19:01
  process
• 19:02
  map
• 19:02
  of
• 19:02
  your
• 19:03
  team
• 19:03
  and
• 19:03
  department
• 19:04
  and,
• 19:05
  and,
• 19:05
  and
• 19:05
  the
• 19:05
  risk
• 19:05
  analysis
• 19:06
  and
• 19:07
  transformation
• 19:08
  plan
• 19:09
  based
• 19:09
  on
• 19:10
  these
• 19:10
  interviews.
• 19:11
  So
• 19:11
  I
• 19:11
  understand
• 19:11
  the
• 19:12
  first
• 19:12
  part
• 19:12
  very
• 19:12
  well.
• 19:12
  So
• 19:13
  now
• 19:13
  talk
• 19:13
  to
• 19:13
  me
• 19:13
  about
• 19:13
  the
• 19:14
  second
• 19:14
  part
• 19:14
  of
• 19:14
  this.
• 19:14
  So
• 19:14
  it's
• 19:15
  also
• 19:15
  like
• 19:15
  you
• 19:15
  get
• 19:16
  the
• 19:16
  recommendation.
• 19:16
  So,
• 19:17
  so
• 19:17
  basically
• 19:17
  Duvo
• 19:18
  makes
• 19:18
  it
• 19:18
  super
• 19:19
  easy
• 19:19
  to
• 19:20
  collect
• 19:21
  all
• 19:21
  the
• 19:21
  information
• 19:21
  and
• 19:22
  build
• 19:22
  a
• 19:22
  process
• 19:23
  map
• 19:23
  for
• 19:23
  your
• 19:24
  organization.
• 19:25
  But
• 19:25
  then
• 19:25
  you're
• 19:25
  also
• 19:26
  helping
• 19:26
  me
• 19:27
  understand
• 19:27
  the
• 19:28
  problems
• 19:28
  that,
• 19:28
  that
• 19:29
  that
• 19:29
  map
• 19:29
  uncovers
• 19:30
  and
• 19:30
  where
• 19:30
  I
• 19:31
  should
• 19:31
  deploy
• 19:32
  new
• 19:32
  resources
• 19:33
  to
• 19:33
  get
• 19:33
  the
• 19:33
  most
• 19:34
  benefit.
• 19:34
  Explain
• 19:35
  that
• 19:35
  more.
• 19:35
  And
• 19:36
  then
• 19:36
  two,
• 19:36
  like
• 19:37
  what's
• 19:37
  a
• 19:37
  concrete
• 19:38
  example
• 19:38
  that
• 19:38
  you
• 19:38
  can
• 19:39
  share
• 19:39
  of,
• 19:39
  of
• 19:40
  that
• 19:40
  actually
• 19:40
  happening?
• 19:41
  I
• 19:41
  think
• 19:41
  if
• 19:42
  you
• 19:42
  think
• 19:42
  what
• 19:42
  is
• 19:42
  an
• 19:43
  agent?
• 19:43
  It's,
• 19:44
  it's,
• 19:44
  it's,
• 19:46
  it's
• 19:46
  a
• 19:46
  system
• 19:47
  or
• 19:47
  piece
• 19:47
  of
• 19:47
  software
• 19:48
  that
• 19:49
  when
• 19:49
  coupled
• 19:50
  with
• 19:52
  strong
• 19:52
  model,
• 19:53
  it
• 19:54
  can
• 19:54
  reason
• 19:54
  very
• 19:55
  well.
• 19:56
  That's
• 19:56
  how
• 19:56
  I
• 19:56
  would
• 19:56
  think
• 19:57
  about
• 19:57
  it.
• 19:57
  Yeah.
• 19:58
  And
• 19:58
  the
• 19:58
  reasoning
• 19:59
  capabilities
• 19:59
  of
• 20:00
  current
• 20:00
  models
• 20:00
  are
• 20:01
  in
• 20:02
  the
• 20:02
  range
• 20:02
  of
• 20:02
  150
• 20:03
  to
• 20:03
  160
• 20:04
  IQ,
• 20:06
  right?
• 20:06
  So
• 20:07
  what
• 20:07
  you
• 20:07
  do
• 20:08
  is
• 20:08
  you
• 20:08
  collect
• 20:09
  all
• 20:09
  the
• 20:09
  information
• 20:10
  and
• 20:11
  then
• 20:11
  you
• 20:11
  have
• 20:12
  a
• 20:12
  system
• 20:12
  with
• 20:13
  150
• 20:14
  to
• 20:14
  160
• 20:15
  IQ.
• 20:15
  Say,
• 20:16
  make
• 20:16
  sense
• 20:16
  of
• 20:17
  this
• 20:18
  in
• 20:18
  a
• 20:18
  nutshell,
• 20:20
  create
• 20:20
  process
• 20:21
  maps
• 20:22
  and
• 20:22
  highlight
• 20:23
  some
• 20:23
  risk
• 20:23
  and
• 20:24
  look
• 20:24
  for
• 20:24
  these
• 20:25
  exceptions
• 20:26
  and
• 20:26
  divergencies.
• 20:28
  That's
• 20:28
  I
• 20:29
  would
• 20:29
  say
• 20:29
  one
• 20:29
  pass
• 20:30
  complicated
• 20:31
  long.
• 20:32
  But
• 20:33
  in
• 20:33
  the
• 20:33
  end
• 20:34
  person
• 20:35
  with
• 20:35
  that
• 20:35
  kind
• 20:35
  of
• 20:35
  IQ
• 20:36
  would
• 20:37
  do
• 20:37
  exactly
• 20:37
  that,
• 20:38
  right?
• 20:39
  So
• 20:39
  you
• 20:39
  get
• 20:39
  the
• 20:40
  current
• 20:40
  state
• 20:42
  and
• 20:42
  then
• 20:42
  there's
• 20:43
  another
• 20:45
  person
• 20:45
  with
• 20:46
  150
• 20:46
  and
• 20:46
  160
• 20:48
  IQ
• 20:48
  and
• 20:48
  you're
• 20:49
  like,
• 20:49
  look
• 20:49
  at
• 20:49
  this,
• 20:51
  how
• 20:51
  could
• 20:52
  we
• 20:52
  make
• 20:52
  it
• 20:52
  better?
• 20:53
  Maybe
• 20:53
  within
• 20:53
  some
• 20:54
  constraints
• 20:55
  that
• 20:55
  this
• 20:55
  organization
• 20:56
  have
• 20:59
  and
• 20:59
  maybe
• 21:00
  don't
• 21:01
  think
• 21:01
  about
• 21:02
  ripping
• 21:02
  and
• 21:03
  replacing
• 21:03
  the
• 21:03
  core
• 21:04
  erp.
• 21:05
  Like
• 21:05
  we're
• 21:06
  not
• 21:06
  like
• 21:08
  let's
• 21:09
  be
• 21:09
  realistic,
• 21:10
  just
• 21:10
  be
• 21:10
  realistic.
• 21:11
  But
• 21:11
  again,
• 21:13
  if
• 21:13
  you
• 21:14
  say
• 21:14
  to
• 21:14
  person
• 21:15
  with
• 21:15
  that
• 21:15
  iq,
• 21:16
  they
• 21:16
  will
• 21:16
  get
• 21:16
  it.
• 21:17
  If
• 21:17
  you
• 21:17
  say
• 21:17
  to
• 21:17
  machine
• 21:18
  with
• 21:18
  that
• 21:18
  iq,
• 21:19
  it
• 21:19
  gets
• 21:19
  it
• 21:19
  as
• 21:19
  well,
• 21:20
  right?
• 21:20
  So
• 21:21
  that's
• 21:21
  how
• 21:21
  you
• 21:21
  think.
• 21:22
  Like
• 21:22
  this
• 21:22
  is,
• 21:22
  in
• 21:23
  a
• 21:23
  simple
• 21:23
  terms,
• 21:24
  agent
• 21:25
  is
• 21:26
  a
• 21:26
  piece
• 21:26
  of
• 21:26
  software
• 21:27
  with
• 21:27
  high
• 21:27
  level
• 21:28
  judgment
• 21:29
  with
• 21:29
  that
• 21:30
  level
• 21:30
  of
• 21:30
  IQ
• 21:30
  today
• 21:31
  that
• 21:31
  IQ
• 21:32
  will
• 21:32
  probably
• 21:32
  increase
• 21:33
  in
• 21:33
  the
• 21:33
  next
• 21:33
  six
• 21:33
  months
• 21:34
  to
• 21:34
  180s
• 21:36
  and
• 21:37
  you'll
• 21:37
  get
• 21:38
  even
• 21:38
  better
• 21:38
  output.
• 21:39
  But
• 21:40
  that's
• 21:40
  where
• 21:40
  we
• 21:40
  are
• 21:40
  today.
• 21:41
  It's
• 21:41
  dialectical,
• 21:42
  right?
• 21:42
  So
• 21:42
  like
• 21:43
  if
• 21:43
  I'm
• 21:43
  the
• 21:43
  merchant
• 21:44
  leader
• 21:44
  and
• 21:44
  I'm
• 21:44
  assessing
• 21:45
  these
• 21:45
  outputs,
• 21:45
  I
• 21:46
  can
• 21:46
  interact
• 21:47
  with
• 21:47
  it
• 21:47
  and
• 21:47
  say,
• 21:47
  you
• 21:47
  know,
• 21:48
  I
• 21:48
  like
• 21:48
  this
• 21:48
  one,
• 21:49
  I
• 21:49
  don't
• 21:49
  like
• 21:50
  this
• 21:50
  one.
• 21:50
  Can
• 21:50
  you
• 21:51
  go
• 21:51
  into
• 21:52
  this
• 21:52
  realm
• 21:53
  a
• 21:53
  little
• 21:53
  bit
• 21:53
  more
• 21:53
  and
• 21:54
  you
• 21:54
  know,
• 21:54
  maybe
• 21:54
  we,
• 21:55
  you
• 21:55
  know,
• 21:55
  piece
• 21:55
  it
• 21:55
  apart
• 21:56
  a
• 21:56
  little
• 21:56
  bit
• 21:56
  more
• 21:56
  and
• 21:56
  take
• 21:57
  these
• 21:57
  actions
• 21:57
  versus,
• 21:58
  you
• 21:58
  know,
• 21:58
  X
• 21:58
  actions
• 21:59
  versus
• 21:59
  Y
• 21:59
  actions.
• 21:59
  It
• 22:00
  works
• 22:00
  like
• 22:00
  that
• 22:00
  too,
• 22:01
  right?
• 22:02
  Absolutely.
• 22:02
  Like
• 22:03
  you
• 22:03
  can,
• 22:03
  you,
• 22:04
  you
• 22:04
  can
• 22:05
  take
• 22:06
  what
• 22:06
  you
• 22:06
  like,
• 22:06
  what
• 22:07
  you
• 22:07
  don't
• 22:07
  like,
• 22:07
  you
• 22:07
  can
• 22:08
  edit
• 22:08
  stuff,
• 22:08
  right?
• 22:09
  But
• 22:09
  the
• 22:10
  point
• 22:10
  is
• 22:11
  really
• 22:11
  the
• 22:12
  first
• 22:12
  part,
• 22:13
  for
• 22:13
  most
• 22:13
  leaders,
• 22:14
  this
• 22:15
  is
• 22:16
  the
• 22:16
  first
• 22:17
  time
• 22:17
  they
• 22:18
  actually
• 22:18
  see
• 22:18
  how
• 22:19
  the
• 22:19
  org
• 22:20
  truly
• 22:20
  works,
• 22:21
  not
• 22:21
  how
• 22:21
  they
• 22:22
  think
• 22:22
  they
• 22:23
  work.
• 22:23
  I
• 22:23
  run
• 22:24
  a
• 22:24
  multinational
• 22:24
  retailer,
• 22:25
  right?
• 22:25
  So
• 22:25
  I'm
• 22:26
  judging
• 22:27
  by
• 22:27
  my
• 22:27
  home
• 22:28
  country,
• 22:29
  our
• 22:29
  promo
• 22:29
  process
• 22:30
  is
• 22:31
  ironclad.
• 22:32
  That's
• 22:32
  amazing.
• 22:33
  No
• 22:34
  drop
• 22:34
  of
• 22:35
  margin
• 22:35
  is
• 22:35
  left
• 22:36
  on
• 22:36
  the
• 22:36
  table.
• 22:38
  But
• 22:38
  then
• 22:38
  in
• 22:39
  some
• 22:39
  other
• 22:39
  country
• 22:41
  it's
• 22:41
  not
• 22:42
  the
• 22:42
  same
• 22:42
  process.
• 22:43
  And
• 22:43
  actually
• 22:43
  when
• 22:44
  we
• 22:44
  did
• 22:44
  this
• 22:44
  exercise,
• 22:45
  we
• 22:46
  were
• 22:46
  leaving
• 22:47
  so
• 22:47
  much
• 22:47
  money
• 22:48
  on
• 22:48
  the
• 22:48
  table
• 22:49
  just
• 22:49
  by
• 22:50
  not
• 22:50
  following
• 22:51
  the
• 22:51
  original
• 22:52
  process.
• 22:52
  But
• 22:53
  maybe
• 22:53
  some
• 22:53
  other
• 22:53
  country
• 22:54
  making
• 22:54
  it
• 22:55
  slightly
• 22:55
  different
• 22:56
  for
• 22:57
  the
• 22:57
  good
• 22:57
  reason
• 22:57
  they
• 22:58
  fought.
• 22:58
  The
• 22:59
  outcome
• 22:59
  was
• 22:59
  that
• 23:00
  we
• 23:01
  left
• 23:01
  so
• 23:02
  much
• 23:02
  margin
• 23:02
  on
• 23:02
  the
• 23:02
  table.
• 23:05
  Or
• 23:06
  for
• 23:06
  example,
• 23:07
  you
• 23:07
  know,
• 23:07
  like
• 23:07
  there
• 23:08
  is
• 23:08
  a
• 23:10
  process
• 23:11
  that,
• 23:12
  you
• 23:13
  know,
• 23:13
  we
• 23:14
  thought
• 23:14
  was
• 23:14
  happening
• 23:15
  which
• 23:15
  is
• 23:16
  when
• 23:17
  a
• 23:17
  supplier
• 23:18
  misses
• 23:18
  the
• 23:19
  delivery
• 23:19
  Window
• 23:20
  to
• 23:20
  our
• 23:20
  fulfillment
• 23:21
  center,
• 23:22
  somebody
• 23:23
  follows
• 23:23
  up.
• 23:24
  Because
• 23:25
  we
• 23:26
  are
• 23:26
  very
• 23:26
  obsessed
• 23:27
  with
• 23:27
  availability.
• 23:29
  Right.
• 23:29
  So
• 23:29
  we
• 23:29
  want
• 23:30
  to
• 23:30
  know,
• 23:30
  hey,
• 23:30
  what's
• 23:31
  happening?
• 23:31
  Because
• 23:31
  if
• 23:32
  it's
• 23:32
  a
• 23:32
  small
• 23:32
  problem,
• 23:32
  we
• 23:33
  can
• 23:33
  wait.
• 23:33
  If
• 23:34
  it's
• 23:34
  a
• 23:34
  big
• 23:34
  problem,
• 23:34
  we
• 23:35
  need
• 23:35
  to
• 23:35
  place
• 23:35
  an
• 23:35
  emergency
• 23:36
  order
• 23:36
  that
• 23:37
  maybe
• 23:37
  comes
• 23:37
  from
• 23:37
  a
• 23:38
  place
• 23:38
  nearby
• 23:39
  so
• 23:39
  we
• 23:39
  don't
• 23:40
  face
• 23:40
  out
• 23:40
  of
• 23:40
  stock.
• 23:42
  When
• 23:42
  we
• 23:42
  did
• 23:42
  the
• 23:42
  process
• 23:43
  mapping,
• 23:43
  we
• 23:43
  actually
• 23:44
  realized
• 23:44
  nobody
• 23:45
  is
• 23:45
  following
• 23:45
  up.
• 23:47
  Basically
• 23:47
  that
• 23:48
  part
• 23:48
  of
• 23:48
  the
• 23:48
  SOP
• 23:50
  isn't
• 23:51
  happening.
• 23:51
  Because
• 23:52
  when
• 23:52
  we
• 23:52
  did
• 23:52
  the
• 23:53
  interviews,
• 23:53
  nobody
• 23:53
  was
• 23:54
  talking
• 23:54
  about
• 23:54
  following
• 23:55
  up.
• 23:56
  They
• 23:56
  were
• 23:56
  just
• 23:56
  talking
• 23:57
  about
• 23:58
  we
• 23:58
  look
• 23:59
  at
• 23:59
  the
• 23:59
  dashboards
• 23:59
  and
• 24:00
  then
• 24:00
  do
• 24:01
  reports
• 24:01
  two
• 24:01
  days
• 24:02
  later
• 24:02
  to
• 24:02
  the
• 24:02
  management
• 24:03
  how
• 24:04
  poor
• 24:05
  the
• 24:05
  supplier's
• 24:06
  otif
• 24:06
  is.
• 24:06
  But
• 24:09
  what
• 24:09
  we
• 24:09
  actually
• 24:09
  wanted
• 24:10
  to
• 24:10
  happen
• 24:10
  was
• 24:11
  place
• 24:11
  a
• 24:12
  phone
• 24:12
  call.
• 24:12
  So
• 24:13
  when
• 24:13
  we
• 24:13
  did
• 24:13
  the
• 24:13
  transformation
• 24:14
  of
• 24:14
  that
• 24:14
  process,
• 24:16
  the
• 24:16
  phone
• 24:16
  call
• 24:17
  was
• 24:17
  a
• 24:17
  part
• 24:17
  of
• 24:17
  it.
• 24:18
  But
• 24:18
  guess
• 24:18
  what?
• 24:18
  Now
• 24:19
  the
• 24:19
  duvo
• 24:20
  agent
• 24:20
  is
• 24:20
  making
• 24:21
  the
• 24:21
  phone
• 24:21
  call.
• 24:22
  Because
• 24:22
  why
• 24:22
  would
• 24:24
  humans
• 24:25
  do
• 24:25
  it
• 24:26
  if
• 24:27
  technology
• 24:27
  can
• 24:27
  do
• 24:27
  it
• 24:28
  these
• 24:28
  days?
• 24:29
  But
• 24:29
  also
• 24:30
  there's
• 24:30
  so
• 24:30
  many.
• 24:32
  I
• 24:33
  don't
• 24:33
  have
• 24:33
  enough
• 24:33
  people
• 24:34
  to
• 24:34
  follow
• 24:34
  up
• 24:35
  one
• 24:35
  minute
• 24:35
  after
• 24:36
  there
• 24:36
  is
• 24:36
  a
• 24:37
  delivery
• 24:37
  window
• 24:38
  missed.
• 24:38
  Hey,
• 24:38
  what
• 24:39
  happened?
• 24:39
  Are
• 24:39
  you
• 24:40
  coming
• 24:40
  in
• 24:40
  the
• 24:40
  next
• 24:41
  60
• 24:41
  minutes?
• 24:42
  If
• 24:42
  not,
• 24:42
  what's
• 24:43
  the
• 24:43
  reason?
• 24:45
  We
• 24:45
  don't
• 24:45
  have
• 24:46
  enough
• 24:46
  people
• 24:46
  to
• 24:46
  do
• 24:46
  that
• 24:46
  with
• 24:47
  100%
• 24:47
  SLA.
• 24:48
  And
• 24:48
  that's
• 24:49
  why.
• 24:50
  That's
• 24:51
  where
• 24:51
  agents
• 24:51
  can
• 24:51
  help
• 24:52
  a
• 24:52
  lot.
• 24:52
  Yeah.
• 24:52
  Just
• 24:53
  basically
• 24:53
  fill
• 24:54
  in
• 24:54
  these
• 24:54
  gaps.
• 24:56
  Another,
• 24:57
  another.
• 24:58
  Maybe
• 24:59
  a
• 24:59
  very
• 24:59
  concrete
• 25:00
  example
• 25:00
  in
• 25:01
  buying
• 25:02
  what
• 25:03
  you
• 25:03
  want
• 25:03
  to
• 25:03
  do.
• 25:03
  If
• 25:03
  you
• 25:04
  had
• 25:04
  unlimited
• 25:04
  amount
• 25:05
  of
• 25:05
  people,
• 25:06
  every
• 25:07
  time
• 25:07
  supplier
• 25:07
  sends
• 25:08
  you
• 25:08
  a
• 25:08
  price
• 25:08
  list,
• 25:10
  you
• 25:10
  want
• 25:10
  to
• 25:10
  look
• 25:11
  at
• 25:11
  that
• 25:11
  sku,
• 25:12
  right.
• 25:12
  And
• 25:12
  you
• 25:12
  will
• 25:12
  say
• 25:13
  h.
• 25:15
  So
• 25:15
  that's
• 25:15
  the
• 25:15
  new
• 25:15
  proposed
• 25:16
  price.
• 25:16
  Let
• 25:16
  me
• 25:17
  look
• 25:18
  what
• 25:18
  they
• 25:18
  are
• 25:19
  doing.
• 25:19
  Okay.
• 25:19
  They
• 25:19
  are
• 25:20
  proposing
• 25:20
  12%
• 25:21
  increase.
• 25:21
  Yeah.
• 25:22
  Okay.
• 25:23
  Let
• 25:24
  me
• 25:24
  do
• 25:24
  the
• 25:24
  analysis
• 25:25
  whether
• 25:25
  that
• 25:26
  increase
• 25:26
  is
• 25:26
  justified.
• 25:27
  Let
• 25:27
  me
• 25:27
  look
• 25:28
  at
• 25:28
  the
• 25:28
  commodity
• 25:29
  pricing.
• 25:29
  Let
• 25:29
  me
• 25:29
  look
• 25:30
  at
• 25:30
  the
• 25:30
  labor
• 25:30
  rates.
• 25:31
  Let
• 25:31
  me
• 25:31
  look
• 25:31
  at
• 25:31
  logistic
• 25:32
  rates.
• 25:32
  Let
• 25:33
  me
• 25:33
  look
• 25:33
  at
• 25:33
  packaging
• 25:34
  rates.
• 25:34
  Let
• 25:34
  me
• 25:35
  look
• 25:35
  at
• 25:35
  their
• 25:35
  margin.
• 25:36
  And
• 25:36
  then,
• 25:37
  oh,
• 25:37
  guess
• 25:37
  what?
• 25:38
  Those
• 25:38
  commodities
• 25:39
  are
• 25:39
  10%
• 25:40
  down.
• 25:41
  Yeah.
• 25:41
  So,
• 25:41
  dear
• 25:41
  Mr.
• 25:42
  Supplier,
• 25:42
  your
• 25:43
  12%
• 25:44
  increase
• 25:45
  should
• 25:45
  be
• 25:45
  in
• 25:46
  fact
• 25:46
  5%
• 25:47
  decrease.
• 25:47
  Thank
• 25:48
  you
• 25:48
  very
• 25:48
  much.
• 25:48
  And
• 25:49
  you
• 25:49
  want
• 25:49
  to
• 25:49
  do
• 25:50
  that.
• 25:50
  And
• 25:50
  that's
• 25:51
  how
• 25:51
  you
• 25:51
  negotiate.
• 25:52
  Yeah.
• 25:52
  Because
• 25:52
  otherwise
• 25:53
  what's
• 25:53
  the
• 25:53
  point?
• 25:54
  Like
• 25:54
  you
• 25:54
  just
• 25:54
  accept
• 25:55
  as
• 25:55
  a
• 25:55
  merchant,.
• 25:56
  You
• 25:56
  can't
• 25:56
  do
• 25:56
  that
• 25:56
  for
• 25:56
  every
• 25:57
  item
• 25:57
  either.
• 25:57
  Like
• 25:58
  you
• 25:58
  just
• 25:58
  don't
• 25:58
  have
• 25:58
  the
• 25:58
  bandwidth
• 25:59
  to
• 25:59
  do
• 25:59
  it.
• 26:00
  And
• 26:00
  you're
• 26:00
  saying
• 26:01
  that
• 26:01
  can
• 26:01
  all
• 26:01
  happen
• 26:01
  in
• 26:01
  the
• 26:02
  background
• 26:02
  for
• 26:02
  you.
• 26:03
  Yeah,
• 26:03
  yeah.
• 26:04
  And
• 26:04
  I
• 26:04
  think
• 26:04
  that's.
• 26:04
  That's
• 26:05
  when
• 26:05
  you
• 26:05
  mop
• 26:06
  the
• 26:06
  merchandising
• 26:07
  process,
• 26:08
  you
• 26:08
  actually
• 26:09
  realize,
• 26:10
  oh,
• 26:11
  this
• 26:12
  is
• 26:12
  what
• 26:12
  I
• 26:12
  meant.
• 26:13
  We
• 26:14
  can
• 26:14
  tell
• 26:14
  the
• 26:14
  leaders
• 26:16
  did
• 26:16
  you
• 26:16
  know,
• 26:16
  this
• 26:16
  process
• 26:17
  does
• 26:17
  exist
• 26:18
  in
• 26:18
  fact
• 26:18
  in
• 26:19
  many
• 26:19
  retailers
• 26:20
  and
• 26:21
  you
• 26:21
  can
• 26:21
  now
• 26:21
  have
• 26:22
  it
• 26:22
  maybe
• 26:23
  done
• 26:23
  with
• 26:23
  agents.
• 26:24
  And
• 26:25
  this
• 26:25
  is
• 26:25
  the
• 26:26
  breakthrough
• 26:26
  because
• 26:26
  to
• 26:27
  be
• 26:27
  honest,
• 26:27
  I
• 26:27
  run
• 26:28
  a
• 26:28
  retailer
• 26:28
  for
• 26:29
  12
• 26:29
  years.
• 26:30
  I
• 26:30
  didn't
• 26:31
  know.
• 26:31
  It's
• 26:32
  apparently
• 26:32
  called
• 26:33
  should
• 26:33
  cost
• 26:33
  analysis.
• 26:36
  I
• 26:36
  didn't
• 26:37
  know
• 26:37
  that
• 26:38
  term.
• 26:38
  I
• 26:38
  didn't
• 26:38
  know
• 26:39
  that
• 26:39
  existed.
• 26:39
  Right,
• 26:40
  right.
• 26:41
  And
• 26:42
  now
• 26:42
  I
• 26:42
  can
• 26:43
  do
• 26:43
  it
• 26:43
  for
• 26:43
  every
• 26:44
  sku,
• 26:45
  and
• 26:45
  every
• 26:45
  retailer
• 26:46
  can
• 26:46
  do
• 26:46
  it
• 26:46
  for
• 26:47
  every
• 26:47
  sku.
• 26:48
  And
• 26:49
  there
• 26:49
  are
• 26:49
  companies
• 26:50
  that
• 26:51
  sell
• 26:51
  these
• 26:51
  analysis
• 26:52
  for
• 26:52
  millions
• 26:52
  of
• 26:53
  dollars
• 26:53
  to
• 26:53
  retailers.
• 26:54
  But
• 26:55
  it's
• 26:55
  not
• 26:55
  that
• 26:55
  hard
• 26:56
  to
• 26:56
  do
• 26:56
  because
• 26:57
  all
• 26:57
  the
• 26:58
  objective
• 26:58
  data
• 26:59
  is
• 26:59
  out
• 26:59
  there.
• 27:00
  You
• 27:00
  just
• 27:00
  have
• 27:01
  to
• 27:01
  compile
• 27:01
  them
• 27:02
  since,
• 27:02
  you
• 27:02
  know,
• 27:02
  do
• 27:03
  the
• 27:03
  synthesis
• 27:03
  and
• 27:04
  mathematics.
• 27:04
  And
• 27:05
  you
• 27:05
  say
• 27:06
  for
• 27:06
  the
• 27:06
  sku,
• 27:07
  this
• 27:07
  is
• 27:07
  the
• 27:07
  right
• 27:07
  range
• 27:08
  for
• 27:08
  this
• 27:09
  particular
• 27:09
  sku.
• 27:10
  And,
• 27:10
  and,
• 27:11
  and
• 27:12
  that's
• 27:12
  what
• 27:12
  I,
• 27:12
  that's
• 27:12
  what
• 27:13
  I
• 27:13
  mean
• 27:14
  by
• 27:14
  autonomous
• 27:15
  retail.
• 27:15
  That
• 27:16
  person
• 27:16
  is
• 27:16
  still
• 27:17
  going
• 27:17
  to
• 27:17
  be
• 27:17
  there,
• 27:18
  but,
• 27:18
  but
• 27:19
  they're
• 27:19
  going
• 27:19
  to
• 27:19
  get
• 27:20
  so
• 27:21
  much
• 27:21
  better
• 27:21
  information
• 27:23
  to
• 27:23
  do
• 27:23
  their
• 27:24
  job
• 27:25
  based
• 27:26
  on
• 27:26
  100%
• 27:27
  of
• 27:27
  cases
• 27:28
  they
• 27:28
  need
• 27:28
  to
• 27:29
  deal
• 27:29
  with.
• 27:30
  And
• 27:30
  I
• 27:31
  guarantee
• 27:32
  that
• 27:32
  for
• 27:33
  95%
• 27:36
  retailers,
• 27:36
  this
• 27:36
  should,
• 27:37
  should
• 27:37
  cost
• 27:38
  analysis
• 27:38
  is
• 27:38
  not
• 27:39
  happening.
• 27:39
  They
• 27:39
  may
• 27:40
  not
• 27:40
  even
• 27:40
  know
• 27:40
  it's
• 27:41
  a
• 27:41
  thing.
• 27:42
  And
• 27:42
  if
• 27:42
  they
• 27:43
  do
• 27:43
  it,
• 27:43
  they
• 27:43
  do
• 27:43
  it
• 27:44
  maybe
• 27:44
  four
• 27:44
  or
• 27:44
  five
• 27:45
  biggest
• 27:45
  suppliers
• 27:46
  because
• 27:46
  that's
• 27:46
  their
• 27:47
  bandwidth.
• 27:47
  Right.
• 27:48
  The
• 27:48
  rest,
• 27:48
  generally
• 27:49
  what
• 27:49
  you
• 27:49
  do,
• 27:50
  the.
• 27:50
  Rest
• 27:50
  they
• 27:51
  just
• 27:51
  accept.
• 27:51
  Yeah,
• 27:52
  I'm
• 27:52
  not
• 27:52
  going
• 27:52
  to
• 27:52
  negotiate
• 27:53
  with
• 27:53
  this
• 27:53
  small
• 27:54
  supplier.
• 27:55
  I
• 27:55
  don't
• 27:55
  have
• 27:56
  time.
• 27:56
  But
• 27:56
  what
• 27:57
  if
• 27:57
  you
• 27:57
  did
• 27:57
  have
• 27:57
  time,
• 27:58
  you
• 27:58
  know,
• 27:59
  with
• 27:59
  agents?
• 28:00
  That's
• 28:00
  kind
• 28:00
  of
• 28:01
  the,
• 28:01
  the
• 28:01
  logic,
• 28:01
  that's
• 28:01
  how
• 28:02
  you
• 28:02
  improve
• 28:02
  really
• 28:03
  the
• 28:03
  operations.
• 28:04
  Well,
• 28:04
  the
• 28:04
  other
• 28:05
  thing
• 28:05
  you
• 28:05
  got
• 28:05
  me
• 28:05
  thinking
• 28:05
  about
• 28:05
  is
• 28:06
  like
• 28:06
  there's
• 28:06
  autonomous
• 28:07
  retail,
• 28:07
  but
• 28:07
  then
• 28:07
  there's
• 28:07
  also
• 28:08
  consultant
• 28:08
  free
• 28:09
  retail,
• 28:09
  which
• 28:09
  is
• 28:09
  kind
• 28:09
  of
• 28:10
  what
• 28:10
  you're
• 28:10
  getting
• 28:10
  at
• 28:10
  here
• 28:10
  too,
• 28:11
  which
• 28:11
  is,
• 28:11
  you
• 28:11
  know,
• 28:12
  to
• 28:12
  a
• 28:12
  degree,
• 28:12
  which
• 28:13
  is
• 28:13
  like.
• 28:13
  Because
• 28:14
  the
• 28:14
  part
• 28:14
  of
• 28:14
  this
• 28:14
  is
• 28:15
  really
• 28:15
  interesting
• 28:15
  to
• 28:15
  me
• 28:15
  is
• 28:17
  as
• 28:17
  technologies
• 28:18
  like
• 28:18
  this
• 28:18
  take
• 28:18
  hold,
• 28:18
  whether
• 28:19
  it's
• 28:19
  you
• 28:19
  or
• 28:19
  anybody
• 28:20
  else,
• 28:20
  you're
• 28:21
  going
• 28:21
  to
• 28:21
  get
• 28:21
  an
• 28:21
  understanding
• 28:22
  and
• 28:22
  you're
• 28:22
  going
• 28:23
  to
• 28:23
  implicit
• 28:23
  and
• 28:24
  explicitly
• 28:24
  codify
• 28:26
  over
• 28:26
  time
• 28:26
  what
• 28:26
  you're
• 28:27
  seeing
• 28:27
  from
• 28:27
  all
• 28:27
  the
• 28:28
  different
• 28:28
  retailers
• 28:28
  with
• 28:29
  which
• 28:29
  you're,
• 28:30
  you
• 28:30
  know,
• 28:30
  working
• 28:31
  with
• 28:31
  to
• 28:31
  understand
• 28:32
  what
• 28:32
  are
• 28:32
  the
• 28:33
  best
• 28:33
  processes
• 28:33
  that
• 28:34
  are
• 28:34
  out
• 28:34
  there.
• 28:35
  Whereas
• 28:35
  now
• 28:35
  from
• 28:36
  a
• 28:36
  consultant
• 28:36
  perspective,
• 28:37
  that's
• 28:38
  not,
• 28:38
  I
• 28:38
  mean,
• 28:38
  that's
• 28:39
  kind
• 28:39
  of,
• 28:39
  that's
• 28:40
  not
• 28:40
  as
• 28:40
  baked
• 28:40
  in,
• 28:41
  in
• 28:41
  terms
• 28:42
  of
• 28:42
  their
• 28:42
  understanding
• 28:43
  too,
• 28:43
  because
• 28:43
  that,
• 28:43
  that,
• 28:44
  that
• 28:44
  knowledge
• 28:45
  transfer
• 28:45
  gets
• 28:45
  lost,
• 28:46
  you
• 28:46
  know,
• 28:46
  over
• 28:47
  time
• 28:47
  as
• 28:47
  they
• 28:47
  work
• 28:47
  across
• 28:48
  clients
• 28:48
  and
• 28:48
  different
• 28:49
  things.
• 28:49
  It's
• 28:49
  not
• 28:49
  necessarily
• 28:50
  codified
• 28:50
  systematically.
• 28:52
  And
• 28:52
  so
• 28:53
  that's
• 28:53
  a
• 28:53
  key,
• 28:54
  key
• 28:55
  piece
• 28:55
  of
• 28:55
  this
• 28:55
  too,
• 28:55
  in
• 28:56
  that,
• 28:56
  in
• 28:56
  that
• 28:56
  you
• 28:56
  can
• 28:56
  understand,
• 28:57
  you
• 28:58
  know,
• 28:58
  or
• 28:58
  Say
• 28:58
  to
• 28:59
  the
• 28:59
  average
• 28:59
  retailer,
• 28:59
  like
• 28:59
  look,
• 29:00
  this
• 29:00
  is
• 29:00
  how
• 29:00
  you're
• 29:00
  doing
• 29:01
  it.
• 29:01
  But
• 29:02
  God,
• 29:02
  there
• 29:02
  are
• 29:03
  a
• 29:03
  lot
• 29:03
  of
• 29:03
  companies
• 29:03
  that
• 29:03
  are
• 29:04
  doing
• 29:04
  it
• 29:04
  this
• 29:04
  way
• 29:05
  and
• 29:05
  you
• 29:05
  could
• 29:05
  be
• 29:06
  doing
• 29:06
  it
• 29:06
  better.
• 29:06
  And
• 29:07
  this
• 29:07
  is
• 29:07
  why
• 29:07
  our
• 29:07
  system
• 29:08
  is
• 29:08
  telling
• 29:08
  you
• 29:08
  and
• 29:08
  recommending
• 29:09
  that.
• 29:10
  No,
• 29:11
  absolutely.
• 29:11
  This
• 29:12
  is
• 29:12
  what
• 29:12
  I
• 29:12
  mean
• 29:12
  by
• 29:12
  that
• 29:13
  self
• 29:13
  improving
• 29:14
  loop,
• 29:14
  right.
• 29:14
  That
• 29:14
  we
• 29:14
  talked
• 29:15
  about
• 29:16
  at
• 29:17
  the
• 29:17
  beginning.
• 29:19
  I
• 29:19
  think
• 29:19
  this
• 29:19
  is
• 29:19
  absolutely
• 29:21
  fundamental.
• 29:22
  And
• 29:22
  you
• 29:23
  know
• 29:23
  this,
• 29:24
  I
• 29:25
  mean
• 29:25
  you
• 29:25
  called
• 29:25
  it
• 29:25
  consultant
• 29:26
  free
• 29:28
  retail.
• 29:32
  I
• 29:32
  think
• 29:33
  the
• 29:33
  knowledge
• 29:34
  transfer
• 29:37
  is
• 29:38
  being
• 29:38
  lost
• 29:39
  as
• 29:39
  you
• 29:39
  said.
• 29:39
  But
• 29:39
  there
• 29:40
  is
• 29:40
  another
• 29:41
  issue
• 29:41
  potentially
• 29:42
  that
• 29:43
  obviously
• 29:43
  consultants
• 29:44
  face,
• 29:44
  which
• 29:44
  is
• 29:45
  they,
• 29:45
  they
• 29:46
  come
• 29:46
  up
• 29:46
  with
• 29:46
  great
• 29:47
  ideas
• 29:48
  but
• 29:48
  the
• 29:49
  change
• 29:49
  management
• 29:49
  in
• 29:50
  the
• 29:50
  company
• 29:52
  kills
• 29:52
  those
• 29:52
  ideas.
• 29:53
  Basically
• 29:54
  as
• 29:54
  a
• 29:55
  retailer
• 29:56
  you
• 29:56
  try
• 29:57
  to
• 29:57
  make
• 29:57
  a
• 29:57
  change
• 29:58
  and
• 29:58
  the
• 29:58
  organization
• 30:00
  resists.
• 30:01
  I
• 30:01
  think
• 30:02
  if
• 30:02
  you
• 30:02
  have
• 30:03
  combined
• 30:04
  human
• 30:04
  and
• 30:04
  agentic
• 30:06
  organization
• 30:07
  that
• 30:08
  works
• 30:08
  in
• 30:08
  a
• 30:09
  symbiotic
• 30:10
  way,
• 30:11
  so
• 30:11
  to
• 30:11
  speak,
• 30:12
  change
• 30:12
  management
• 30:13
  becomes
• 30:13
  much
• 30:14
  easier
• 30:14
  because
• 30:15
  in
• 30:15
  many
• 30:15
  ways
• 30:15
  it's
• 30:16
  just
• 30:17
  telling
• 30:18
  the
• 30:18
  agents
• 30:19
  different
• 30:19
  instructions.
• 30:21
  For
• 30:22
  example,
• 30:22
  this
• 30:22
  should
• 30:23
  cost
• 30:23
  analysis.
• 30:24
  One
• 30:24
  thing
• 30:24
  is
• 30:25
  obviously
• 30:25
  understanding
• 30:27
  that
• 30:27
  the
• 30:27
  price
• 30:27
  should
• 30:28
  be
• 30:28
  lower.
• 30:30
  That
• 30:30
  supplier
• 30:31
  is
• 30:31
  maybe
• 30:32
  trying
• 30:32
  to
• 30:32
  get
• 30:32
  too
• 30:33
  much.
• 30:34
  But
• 30:36
  the
• 30:36
  other
• 30:36
  part
• 30:36
  is
• 30:37
  to
• 30:37
  negotiate
• 30:37
  that
• 30:38
  price.
• 30:39
  That
• 30:39
  back
• 30:39
  and
• 30:40
  forth
• 30:40
  can
• 30:40
  also
• 30:40
  be
• 30:41
  agent
• 30:41
  by
• 30:41
  the
• 30:41
  way.
• 30:42
  And
• 30:43
  you
• 30:43
  may
• 30:44
  realize
• 30:45
  that
• 30:46
  the
• 30:47
  tonality
• 30:48
  of
• 30:48
  the
• 30:48
  communication
• 30:49
  of
• 30:49
  that
• 30:50
  agent
• 30:50
  is
• 30:51
  too
• 30:52
  strict.
• 30:52
  So
• 30:53
  suppliers
• 30:53
  release
• 30:54
  too
• 30:54
  much.
• 30:55
  So
• 30:58
  the
• 30:58
  system
• 30:58
  could
• 30:59
  suggest,
• 30:59
  hey,
• 31:00
  why
• 31:00
  don't
• 31:00
  you
• 31:00
  play
• 31:02
  a
• 31:02
  nice
• 31:03
  person?
• 31:05
  I'm
• 31:05
  just
• 31:05
  giving
• 31:06
  this
• 31:06
  example,
• 31:06
  right?
• 31:07
  So
• 31:09
  if
• 31:09
  you
• 31:09
  say
• 31:09
  this
• 31:09
  to
• 31:10
  a
• 31:10
  human
• 31:10
  team,
• 31:11
  generally
• 31:12
  one
• 31:12
  third
• 31:13
  is
• 31:14
  going
• 31:14
  to
• 31:14
  do
• 31:15
  what
• 31:15
  you
• 31:15
  want,
• 31:17
  second
• 31:18
  third
• 31:18
  is
• 31:18
  kind
• 31:19
  of
• 31:19
  going
• 31:19
  to
• 31:19
  do
• 31:20
  it,
• 31:20
  but
• 31:20
  after
• 31:20
  some
• 31:21
  back
• 31:21
  and
• 31:21
  forth
• 31:21
  and
• 31:22
  teaching
• 31:24
  and
• 31:24
  the
• 31:24
  last
• 31:24
  third
• 31:24
  is
• 31:25
  just
• 31:25
  not
• 31:25
  going
• 31:25
  to
• 31:25
  do
• 31:25
  it.
• 31:26
  They
• 31:26
  just
• 31:26
  going
• 31:26
  to
• 31:26
  carry
• 31:27
  on
• 31:27
  doing
• 31:27
  the
• 31:27
  same.
• 31:28
  With
• 31:28
  agents,
• 31:29
  once
• 31:29
  you
• 31:29
  say
• 31:30
  change,
• 31:31
  they
• 31:31
  change
• 31:32
  because
• 31:32
  it's
• 31:33
  a
• 31:33
  computer
• 31:33
  program
• 31:34
  in
• 31:34
  the
• 31:34
  end.
• 31:34
  Right.
• 31:35
  And
• 31:35
  I
• 31:36
  think
• 31:36
  that's,
• 31:38
  that's
• 31:38
  why
• 31:38
  I
• 31:39
  would
• 31:39
  say
• 31:39
  this
• 31:39
  consultant
• 31:40
  free
• 31:40
  retail,.
• 31:43
  Which.
• 31:43
  I
• 31:43
  don't
• 31:43
  think
• 31:43
  is
• 31:44
  going
• 31:44
  to
• 31:44
  happen
• 31:44
  by
• 31:44
  the
• 31:44
  way.
• 31:45
  But
• 31:45
  I
• 31:45
  think
• 31:45
  consultants
• 31:46
  will
• 31:46
  have
• 31:47
  easier
• 31:48
  job
• 31:48
  instilling
• 31:49
  the
• 31:49
  change
• 31:50
  because
• 31:50
  they
• 31:50
  will
• 31:50
  consult
• 31:51
  agents
• 31:51
  as
• 31:51
  well
• 31:52
  as
• 31:52
  ubens.
• 31:53
  But
• 31:53
  that's
• 31:53
  not
• 31:54
  the
• 31:54
  case
• 31:54
  at
• 31:54
  the
• 31:54
  moment.
• 31:55
  So
• 31:58
  we
• 31:58
  think
• 31:58
  the
• 31:58
  change
• 31:59
  that
• 31:59
  needs
• 31:59
  to
• 31:59
  happen
• 32:00
  is
• 32:01
  in,
• 32:01
  you
• 32:01
  know,
• 32:02
  creating
• 32:02
  this
• 32:02
  hybrid
• 32:03
  organization.
• 32:04
  First
• 32:07
  we
• 32:07
  can
• 32:07
  do
• 32:07
  it
• 32:08
  without
• 32:08
  consultants
• 32:09
  and
• 32:10
  then
• 32:10
  consultants
• 32:10
  can
• 32:11
  come
• 32:11
  in
• 32:11
  again.
• 32:11
  Say
• 32:11
  your
• 32:12
  agents
• 32:12
  are
• 32:12
  not
• 32:13
  behaving
• 32:13
  in
• 32:13
  the
• 32:14
  way
• 32:14
  they
• 32:14
  should.
• 32:15
  Do
• 32:15
  you
• 32:16
  want
• 32:16
  to
• 32:16
  change
• 32:16
  them?
• 32:16
  And
• 32:17
  then
• 32:17
  the
• 32:17
  change
• 32:17
  management
• 32:18
  becomes
• 32:18
  much
• 32:18
  easier.
• 32:20
  Yeah,
• 32:20
  and
• 32:20
  I
• 32:20
  said
• 32:21
  that
• 32:21
  kind
• 32:21
  of
• 32:21
  flippantly,
• 32:21
  but
• 32:22
  yeah,
• 32:22
  I
• 32:22
  think
• 32:22
  you're,
• 32:22
  I
• 32:22
  think
• 32:22
  you're
• 32:22
  100%
• 32:23
  right.
• 32:23
  Like
• 32:23
  the
• 32:23
  consultants
• 32:24
  are
• 32:24
  probably
• 32:24
  still
• 32:25
  going
• 32:25
  to
• 32:25
  be
• 32:25
  there
• 32:25
  to
• 32:25
  help.
• 32:26
  Help
• 32:26
  the
• 32:26
  leadership
• 32:27
  in
• 32:27
  the
• 32:27
  organization
• 32:28
  through
• 32:29
  the,
• 32:29
  the
• 32:30
  grappling
• 32:30
  with
• 32:31
  what
• 32:31
  you're
• 32:31
  discussing.
• 32:32
  Right?
• 32:32
  Like
• 32:33
  just
• 32:33
  taking
• 32:33
  this,
• 32:34
  taking
• 32:34
  this
• 32:34
  idea
• 32:34
  as
• 32:34
  a
• 32:35
  leader
• 32:35
  is
• 32:35
  one
• 32:35
  thing,
• 32:35
  but
• 32:35
  then
• 32:36
  getting
• 32:36
  it
• 32:36
  to
• 32:36
  work
• 32:37
  and
• 32:37
  being
• 32:37
  able
• 32:37
  to
• 32:38
  effectively
• 32:39
  manage
• 32:39
  it
• 32:39
  is
• 32:39
  another
• 32:40
  thing.
• 32:40
  So
• 32:40
  like,
• 32:41
  what
• 32:42
  have
• 32:42
  you
• 32:42
  seen
• 32:43
  in
• 32:43
  working
• 32:43
  with,
• 32:44
  you
• 32:44
  know,
• 32:44
  this
• 32:44
  type
• 32:45
  of
• 32:45
  idea?
• 32:46
  What
• 32:46
  does
• 32:46
  it
• 32:47
  require
• 32:47
  of
• 32:48
  the
• 32:48
  next
• 32:48
  generation
• 32:48
  of
• 32:49
  merchant
• 32:49
  leaders
• 32:50
  to
• 32:50
  harness
• 32:51
  it?
• 32:51
  Like,
• 32:52
  how
• 32:52
  do,
• 32:52
  how
• 32:53
  do
• 32:53
  they
• 32:53
  need
• 32:53
  to
• 32:53
  think
• 32:53
  about
• 32:53
  their
• 32:54
  jobs
• 32:54
  differently?
• 32:54
  What
• 32:55
  skill
• 32:55
  sets
• 32:55
  do
• 32:55
  they
• 32:55
  need
• 32:56
  to
• 32:56
  have?
• 32:56
  Like,
• 32:56
  it
• 32:56
  sounds
• 32:56
  like,
• 32:56
  you
• 32:57
  know,
• 32:57
  you're
• 32:58
  pretty,
• 32:59
  you're
• 32:59
  pretty
• 33:00
  affluent
• 33:00
  in
• 33:00
  terms
• 33:01
  of
• 33:01
  coding
• 33:02
  and
• 33:02
  you
• 33:02
  know,
• 33:03
  your
• 33:03
  background
• 33:03
  there
• 33:03
  engineering
• 33:04
  wise
• 33:04
  and
• 33:05
  whatnot.
• 33:05
  But
• 33:05
  not,
• 33:06
  not
• 33:06
  every
• 33:06
  merchant,
• 33:07
  you
• 33:07
  know,
• 33:07
  comes
• 33:07
  to
• 33:07
  the
• 33:08
  table
• 33:08
  with
• 33:08
  that
• 33:08
  same
• 33:08
  thing.
• 33:09
  So
• 33:09
  like,
• 33:09
  so
• 33:10
  like,
• 33:10
  how,
• 33:10
  how,
• 33:11
  how
• 33:11
  should
• 33:11
  the
• 33:12
  average
• 33:12
  leader
• 33:13
  be
• 33:13
  thinking
• 33:13
  about
• 33:13
  this
• 33:14
  if
• 33:14
  they're,
• 33:14
  if
• 33:14
  they're,
• 33:14
  if
• 33:15
  they're
• 33:15
  buying
• 33:15
  into
• 33:15
  this
• 33:15
  idea,
• 33:16
  how
• 33:17
  should
• 33:17
  they
• 33:17
  be
• 33:17
  thinking
• 33:17
  about
• 33:17
  it
• 33:17
  and
• 33:17
  what
• 33:18
  should
• 33:18
  they
• 33:18
  be
• 33:18
  doing
• 33:18
  to
• 33:19
  prepare
• 33:19
  for
• 33:19
  this?
• 33:20
  There
• 33:20
  needs
• 33:20
  to
• 33:21
  be
• 33:21
  a
• 33:21
  realization
• 33:22
  that
• 33:22
  this
• 33:22
  is
• 33:22
  inevitable.
• 33:24
  Right.
• 33:24
  Because
• 33:24
  I
• 33:24
  think
• 33:25
  most
• 33:25
  leaders
• 33:26
  are
• 33:26
  actually
• 33:27
  resisting,
• 33:29
  but
• 33:29
  this
• 33:29
  is
• 33:30
  happening.
• 33:33
  And
• 33:33
  I
• 33:34
  had
• 33:34
  that
• 33:34
  conversation
• 33:35
  so
• 33:35
  many
• 33:36
  times
• 33:36
  even
• 33:36
  in
• 33:37
  my
• 33:37
  own
• 33:37
  organization.
• 33:39
  Because
• 33:39
  you
• 33:39
  are
• 33:40
  speaking
• 33:40
  to
• 33:41
  people
• 33:42
  whose
• 33:43
  job
• 33:43
  didn't
• 33:43
  change
• 33:43
  for
• 33:44
  the
• 33:44
  last
• 33:44
  15
• 33:44
  years.
• 33:45
  Yeah,
• 33:46
  and
• 33:46
  that's
• 33:47
  sad,
• 33:47
  but
• 33:48
  the
• 33:48
  job
• 33:48
  is
• 33:49
  essentially
• 33:50
  moving
• 33:50
  data
• 33:51
  from
• 33:51
  email
• 33:51
  to
• 33:52
  Excel,
• 33:52
  from
• 33:53
  Excel
• 33:53
  to
• 33:53
  some
• 33:54
  internal
• 33:54
  system,
• 33:55
  making
• 33:56
  phone
• 33:56
  calls
• 33:56
  in
• 33:56
  the
• 33:57
  process
• 33:57
  and
• 33:57
  maybe
• 33:58
  putting
• 33:59
  out
• 33:59
  some
• 33:59
  fires.
• 34:00
  That's
• 34:01
  the
• 34:01
  job.
• 34:02
  And
• 34:03
  they
• 34:03
  are
• 34:04
  very
• 34:04
  good
• 34:04
  at
• 34:04
  it.
• 34:06
  And
• 34:06
  then
• 34:07
  what
• 34:08
  you're
• 34:08
  telling
• 34:08
  them
• 34:09
  is
• 34:10
  as
• 34:10
  a
• 34:10
  leader,
• 34:12
  you're
• 34:12
  not
• 34:12
  going
• 34:12
  to
• 34:12
  have
• 34:13
  to
• 34:13
  do
• 34:13
  that
• 34:13
  anymore
• 34:14
  because
• 34:14
  the
• 34:14
  fires
• 34:15
  will
• 34:15
  probably
• 34:15
  be
• 34:16
  put
• 34:16
  out
• 34:17
  before
• 34:17
  you
• 34:18
  even
• 34:18
  come
• 34:18
  to
• 34:18
  work.
• 34:19
  Right.
• 34:20
  And
• 34:20
  then
• 34:20
  you're
• 34:21
  going
• 34:21
  to
• 34:21
  orchestrate
• 34:23
  an
• 34:24
  agentic
• 34:24
  workforce.
• 34:25
  So
• 34:25
  you're
• 34:25
  going
• 34:25
  to
• 34:25
  make
• 34:26
  decisions
• 34:26
  that
• 34:26
  maybe
• 34:27
  the
• 34:27
  agents
• 34:28
  were
• 34:28
  not
• 34:28
  able
• 34:29
  to
• 34:29
  make
• 34:30
  based
• 34:30
  on
• 34:31
  their
• 34:31
  instructions.
• 34:32
  So
• 34:33
  you're,
• 34:33
  almost
• 34:34
  everybody
• 34:35
  becomes
• 34:35
  a
• 34:36
  coach
• 34:36
  or
• 34:37
  an
• 34:37
  agent
• 34:37
  operator
• 34:39
  as
• 34:39
  opposed
• 34:39
  to
• 34:40
  individual
• 34:40
  contributor
• 34:42
  trying
• 34:42
  to
• 34:43
  make
• 34:43
  sense
• 34:44
  of
• 34:44
  an
• 34:44
  Excel
• 34:45
  file.
• 34:48
  And
• 34:48
  that
• 34:49
  looks
• 34:49
  like
• 34:49
  a
• 34:49
  lot
• 34:49
  more
• 34:50
  responsibility
• 34:51
  because
• 34:51
  now
• 34:51
  I
• 34:51
  have
• 34:52
  much
• 34:52
  wider
• 34:55
  blast
• 34:55
  radius,
• 34:56
  so
• 34:57
  to
• 34:57
  speak.
• 34:57
  Right.
• 34:57
  Because
• 35:00
  that
• 35:00
  Excel
• 35:01
  is
• 35:01
  going
• 35:01
  to
• 35:01
  get
• 35:01
  done
• 35:01
  in
• 35:02
  five
• 35:02
  minutes.
• 35:04
  It
• 35:04
  used
• 35:04
  to
• 35:05
  take
• 35:05
  me
• 35:05
  12
• 35:05
  hours,
• 35:06
  now
• 35:06
  it's
• 35:06
  five
• 35:06
  minutes.
• 35:07
  So
• 35:07
  I
• 35:07
  need
• 35:07
  to
• 35:08
  do
• 35:08
  a
• 35:08
  lot
• 35:08
  more
• 35:09
  in
• 35:09
  that
• 35:09
  12
• 35:09
  hours.
• 35:10
  And,
• 35:11
  and
• 35:11
  I
• 35:12
  don't
• 35:12
  need
• 35:12
  12
• 35:13
  hours
• 35:13
  worth
• 35:13
  of
• 35:13
  five
• 35:14
  minute
• 35:14
  Excel
• 35:14
  files.
• 35:15
  So
• 35:15
  what
• 35:15
  the
• 35:16
  company
• 35:16
  is
• 35:16
  going
• 35:16
  to
• 35:17
  give
• 35:17
  me
• 35:17
  is
• 35:18
  more
• 35:19
  radius
• 35:19
  to
• 35:20
  operate
• 35:20
  and
• 35:20
  more
• 35:21
  responsibility.
• 35:23
  So
• 35:23
  people
• 35:23
  have
• 35:24
  to
• 35:24
  generalize
• 35:25
  a
• 35:25
  lot
• 35:26
  more.
• 35:26
  So
• 35:26
  if
• 35:26
  you
• 35:27
  are
• 35:27
  this
• 35:27
  narrow
• 35:27
  specialist,
• 35:28
  that's
• 35:29
  probably
• 35:29
  going
• 35:29
  to
• 35:29
  get
• 35:30
  solved
• 35:30
  with
• 35:30
  AI
• 35:30
  very
• 35:31
  quickly.
• 35:32
  Right.
• 35:32
  What's
• 35:33
  not
• 35:33
  going
• 35:33
  to
• 35:33
  get
• 35:33
  solved
• 35:34
  is
• 35:34
  this
• 35:34
  general
• 35:35
  intelligence
• 35:36
  where
• 35:36
  you
• 35:37
  have
• 35:37
  much
• 35:38
  wider
• 35:38
  scope
• 35:39
  and
• 35:39
  you're
• 35:39
  thinking
• 35:40
  about
• 35:40
  things
• 35:41
  in
• 35:41
  a
• 35:43
  broader
• 35:43
  context.
• 35:46
  And
• 35:46
  that's,
• 35:47
  I
• 35:47
  think,
• 35:47
  how
• 35:48
  leaders
• 35:48
  need
• 35:49
  to
• 35:49
  train
• 35:51
  the
• 35:52
  organizations,
• 35:54
  not
• 35:54
  just
• 35:54
  being
• 35:54
  these
• 35:55
  narrow
• 35:56
  specialists,
• 35:58
  but
• 35:58
  have
• 35:58
  a
• 35:59
  general
• 35:59
  understanding
• 36:00
  of
• 36:00
  the
• 36:00
  organization
• 36:01
  and
• 36:02
  of
• 36:02
  the
• 36:02
  world
• 36:03
  and
• 36:03
  in,
• 36:03
  in
• 36:04
  essence
• 36:04
  as
• 36:04
  well.
• 36:05
  And
• 36:05
  I
• 36:05
  know
• 36:06
  it's,
• 36:06
  it
• 36:06
  sounds
• 36:06
  a
• 36:06
  bit
• 36:07
  vague,
• 36:07
  but
• 36:07
  to
• 36:07
  be
• 36:08
  honest,
• 36:08
  nobody
• 36:08
  knows
• 36:09
  like
• 36:09
  how
• 36:09
  this
• 36:09
  is
• 36:09
  going
• 36:10
  to
• 36:10
  develop
• 36:10
  in
• 36:10
  the
• 36:11
  next
• 36:11
  six
• 36:11
  to
• 36:11
  12
• 36:11
  months.
• 36:12
  Yeah,
• 36:13
  like
• 36:14
  I
• 36:14
  have
• 36:14
  a
• 36:16
  agent
• 36:16
  that
• 36:17
  helps
• 36:17
  me
• 36:17
  massively,
• 36:18
  you
• 36:18
  know,
• 36:18
  in,
• 36:19
  in
• 36:19
  my
• 36:19
  day
• 36:19
  job
• 36:20
  very
• 36:20
  often.
• 36:21
  It's
• 36:21
  because,
• 36:22
  you
• 36:22
  know,
• 36:23
  I
• 36:23
  mean,
• 36:23
  I'm,
• 36:24
  I'm,
• 36:24
  I'm
• 36:24
  just
• 36:24
  below
• 36:25
  that,
• 36:25
  that,
• 36:25
  that
• 36:26
  IQ
• 36:26
  range.
• 36:27
  So
• 36:27
  that
• 36:28
  agent
• 36:28
  is
• 36:28
  actually
• 36:28
  suggesting
• 36:29
  smarter
• 36:30
  things
• 36:30
  very
• 36:30
  often
• 36:30
  than
• 36:30
  I
• 36:31
  would
• 36:31
  think
• 36:31
  of.
• 36:32
  Yeah,
• 36:32
  I'm
• 36:32
  thinking,
• 36:33
  you
• 36:33
  know,
• 36:33
  will
• 36:34
  I
• 36:34
  be
• 36:34
  needed
• 36:34
  in
• 36:35
  12
• 36:35
  months?
• 36:36
  Yeah,
• 36:36
  well,
• 36:36
  the
• 36:36
  crazy,
• 36:37
  yeah,
• 36:37
  the
• 36:37
  crazy
• 36:37
  thing
• 36:37
  to
• 36:37
  me
• 36:38
  is,
• 36:38
  I
• 36:38
  think
• 36:38
  you
• 36:38
  said
• 36:38
  it
• 36:39
  and
• 36:39
  this
• 36:39
  is
• 36:39
  a
• 36:39
  huge
• 36:39
  nugget
• 36:40
  of
• 36:40
  this
• 36:40
  podcast,
• 36:40
  which
• 36:41
  is
• 36:41
  like
• 36:42
  the
• 36:42
  average
• 36:42
  scope
• 36:43
  of
• 36:43
  what
• 36:43
  you're
• 36:44
  managing
• 36:44
  as
• 36:44
  an
• 36:44
  executive.
• 36:45
  Like
• 36:45
  at
• 36:45
  the
• 36:46
  executive
• 36:46
  level,
• 36:46
  the
• 36:47
  average
• 36:47
  scope
• 36:47
  of
• 36:48
  what
• 36:48
  you're
• 36:48
  managing
• 36:48
  is
• 36:49
  just
• 36:49
  going
• 36:49
  to
• 36:49
  get
• 36:49
  wider.
• 36:49
  You
• 36:50
  said
• 36:50
  the
• 36:50
  blast
• 36:50
  Radis
• 36:51
  gets
• 36:51
  bigger,
• 36:51
  which
• 36:51
  I
• 36:51
  thought
• 36:51
  was
• 36:51
  a
• 36:52
  great
• 36:52
  analogy.
• 36:52
  Like,
• 36:53
  yeah,
• 36:53
  you're
• 36:53
  going
• 36:53
  to
• 36:53
  be
• 36:53
  managing
• 36:54
  more,
• 36:55
  but
• 36:55
  then
• 36:55
  the
• 36:56
  dynamics
• 36:56
  of
• 36:56
  what
• 36:56
  you're
• 36:57
  managing
• 36:57
  are
• 36:57
  going
• 36:57
  to
• 36:57
  be
• 36:58
  different
• 36:58
  too
• 36:58
  because
• 36:58
  you're
• 36:59
  not
• 36:59
  just
• 36:59
  going
• 36:59
  to
• 37:00
  be
• 37:00
  managing
• 37:00
  people
• 37:00
  people,
• 37:01
  you're
• 37:01
  going
• 37:02
  to
• 37:02
  be
• 37:02
  managing
• 37:02
  agents
• 37:04
  and
• 37:04
  how
• 37:04
  you
• 37:05
  adapt
• 37:05
  to
• 37:06
  that,
• 37:07
  which
• 37:07
  is
• 37:07
  going
• 37:07
  to
• 37:07
  take
• 37:08
  on
• 37:08
  a
• 37:08
  whole
• 37:08
  different
• 37:08
  skill
• 37:09
  set
• 37:09
  because
• 37:09
  it's
• 37:09
  going
• 37:09
  to,
• 37:10
  it's,
• 37:10
  it's
• 37:10
  probably,
• 37:11
  I'm,
• 37:11
  I'm
• 37:11
  just,
• 37:12
  I'm
• 37:12
  just
• 37:12
  totally
• 37:12
  thinking
• 37:13
  off
• 37:13
  the
• 37:13
  top
• 37:13
  of
• 37:13
  my
• 37:13
  head
• 37:13
  right
• 37:13
  now.
• 37:14
  Tom
• 37:14
  is
• 37:14
  going
• 37:14
  to
• 37:14
  be,
• 37:15
  it's
• 37:15
  going
• 37:15
  to
• 37:15
  be
• 37:15
  less
• 37:15
  about
• 37:16
  the
• 37:16
  softer
• 37:16
  skills
• 37:17
  of
• 37:17
  management,
• 37:17
  you
• 37:17
  know,
• 37:18
  like
• 37:18
  making
• 37:18
  sure
• 37:18
  you
• 37:18
  understand,
• 37:19
  like,
• 37:19
  hey,
• 37:19
  what's
• 37:20
  going
• 37:20
  on
• 37:20
  in
• 37:20
  my,
• 37:20
  in
• 37:21
  my
• 37:21
  team
• 37:21
  members
• 37:21
  life,
• 37:22
  you
• 37:22
  know,
• 37:22
  what's,
• 37:22
  what's
• 37:23
  got
• 37:23
  them
• 37:23
  distracted?
• 37:24
  What
• 37:24
  are
• 37:24
  they
• 37:24
  good
• 37:24
  at?
• 37:24
  Are
• 37:25
  they
• 37:25
  good
• 37:25
  at
• 37:25
  math?
• 37:25
  Are
• 37:26
  they
• 37:26
  good
• 37:26
  at
• 37:26
  quantitative
• 37:27
  thinking,
• 37:27
  qualitative
• 37:28
  thinking?
• 37:28
  With
• 37:29
  AI,
• 37:29
  Those
• 37:29
  kind
• 37:30
  of
• 37:30
  questions,
• 37:30
  those
• 37:30
  softer
• 37:31
  questions
• 37:31
  are
• 37:31
  going
• 37:32
  to
• 37:32
  kind
• 37:32
  of
• 37:32
  be
• 37:32
  eviscerated
• 37:34
  and
• 37:34
  you're
• 37:34
  not
• 37:34
  going
• 37:34
  to
• 37:34
  have
• 37:35
  to
• 37:35
  worry
• 37:35
  about
• 37:35
  them,
• 37:35
  but
• 37:35
  you're
• 37:35
  going
• 37:35
  to
• 37:36
  have
• 37:36
  to
• 37:36
  be
• 37:36
  managing
• 37:37
  a
• 37:38
  lot
• 37:38
  more
• 37:38
  in
• 37:38
  terms
• 37:39
  of
• 37:39
  the
• 37:39
  breadth
• 37:39
  and
• 37:39
  scope
• 37:40
  of
• 37:40
  what
• 37:40
  those
• 37:41
  agents
• 37:41
  are
• 37:41
  asked
• 37:42
  to
• 37:42
  do.
• 37:43
  And
• 37:43
  so
• 37:43
  you're
• 37:43
  going
• 37:44
  to
• 37:44
  have
• 37:44
  two
• 37:44
  sides
• 37:44
  of
• 37:44
  your
• 37:45
  workforce
• 37:45
  now,
• 37:46
  one
• 37:46
  of
• 37:46
  which
• 37:46
  you've
• 37:47
  never
• 37:47
  ever
• 37:47
  managed
• 37:48
  before
• 37:48
  in
• 37:48
  the
• 37:49
  past.
• 37:49
  And
• 37:50
  that
• 37:50
  is,
• 37:52
  that's
• 37:53
  mind
• 37:53
  bending.
• 37:54
  I'm
• 37:55
  actually,
• 37:57
  I
• 37:57
  would
• 37:57
  say
• 37:57
  Less
• 37:58
  pessimistic
• 38:01
  on
• 38:01
  this
• 38:01
  side.
• 38:01
  Because
• 38:02
  what
• 38:02
  I
• 38:02
  think.
• 38:03
  Yeah,
• 38:03
  me
• 38:03
  too.
• 38:05
  Is
• 38:05
  going
• 38:05
  to
• 38:05
  happen
• 38:08
  is
• 38:08
  that
• 38:09
  agents
• 38:10
  will
• 38:10
  communicate
• 38:11
  in
• 38:11
  a
• 38:11
  very
• 38:11
  similar
• 38:12
  way
• 38:12
  that
• 38:13
  people
• 38:13
  do.
• 38:13
  It
• 38:14
  will
• 38:14
  probably
• 38:15
  in
• 38:15
  the
• 38:15
  end
• 38:16
  be
• 38:16
  some
• 38:16
  form
• 38:16
  of
• 38:16
  voice
• 38:17
  interface.
• 38:18
  So
• 38:18
  you're
• 38:18
  gonna
• 38:18
  talk
• 38:18
  to
• 38:19
  them.
• 38:19
  And
• 38:20
  every
• 38:20
  sci
• 38:20
  fi
• 38:21
  movie
• 38:21
  that
• 38:21
  you've
• 38:22
  seen,
• 38:22
  AI
• 38:23
  talks.
• 38:23
  Right.
• 38:23
  Like
• 38:24
  it's
• 38:24
  a
• 38:24
  voice
• 38:26
  you
• 38:26
  don't
• 38:26
  see.
• 38:26
  Like
• 38:27
  you
• 38:27
  just
• 38:27
  say,
• 38:28
  hey,
• 38:29
  I
• 38:30
  want
• 38:30
  a
• 38:31
  car.
• 38:31
  And
• 38:32
  the
• 38:32
  car
• 38:32
  arrives.
• 38:33
  Of
• 38:33
  course,
• 38:33
  it's
• 38:34
  a
• 38:34
  flying
• 38:34
  car.
• 38:34
  Right.
• 38:35
  But
• 38:39
  I
• 38:39
  don't
• 38:40
  think
• 38:40
  the
• 38:40
  interface
• 38:41
  will
• 38:41
  be
• 38:41
  much
• 38:41
  different
• 38:41
  than
• 38:42
  today.
• 38:42
  Yeah.
• 38:42
  So
• 38:43
  I
• 38:43
  think
• 38:43
  the
• 38:43
  only
• 38:44
  difference
• 38:44
  will
• 38:44
  be
• 38:46
  how
• 38:46
  intelligent
• 38:47
  creatures
• 38:49
  you
• 38:49
  are
• 38:49
  talking
• 38:50
  to.
• 38:51
  Right.
• 38:51
  Because
• 38:52
  today
• 38:53
  you're
• 38:54
  working
• 38:54
  with
• 38:54
  John
• 38:55
  and
• 38:55
  you
• 38:55
  know,
• 38:56
  John
• 38:56
  is
• 38:56
  kind
• 38:57
  of
• 38:57
  street
• 38:57
  smart,
• 38:58
  but
• 38:58
  he's
• 38:58
  not
• 38:58
  very
• 38:59
  good
• 38:59
  at
• 38:59
  math.
• 38:59
  Yeah.
• 39:00
  So.
• 39:00
  So
• 39:00
  you
• 39:01
  kind
• 39:01
  of
• 39:01
  compensate
• 39:02
  him
• 39:02
  with
• 39:02
  maybe
• 39:02
  with
• 39:03
  another
• 39:03
  team
• 39:03
  member.
• 39:04
  Yeah.
• 39:05
  And
• 39:05
  then
• 39:05
  you
• 39:05
  have
• 39:05
  a
• 39:06
  team
• 39:06
  member
• 39:06
  that
• 39:06
  kind
• 39:07
  of,
• 39:07
  you
• 39:07
  know,
• 39:07
  doesn't
• 39:08
  have
• 39:08
  those
• 39:08
  limitations,
• 39:10
  also
• 39:11
  doesn't
• 39:11
  ask
• 39:11
  for
• 39:12
  many
• 39:12
  breaks.
• 39:13
  So
• 39:14
  to
• 39:14
  utilize
• 39:15
  that
• 39:15
  team
• 39:15
  member
• 39:16
  is
• 39:16
  like
• 39:16
  working
• 39:17
  with
• 39:17
  somebody
• 39:18
  super
• 39:18
  smart
• 39:18
  today.
• 39:19
  You
• 39:19
  have
• 39:20
  to
• 39:20
  give
• 39:20
  them
• 39:23
  clear
• 39:23
  and
• 39:24
  broad
• 39:24
  tasks
• 39:26
  that
• 39:27
  enable,
• 39:28
  you
• 39:28
  know,
• 39:28
  that
• 39:29
  use
• 39:29
  their
• 39:29
  raw
• 39:29
  intelligence
• 39:30
  in
• 39:30
  a
• 39:30
  way.
• 39:31
  Yeah.
• 39:32
  And
• 39:32
  to
• 39:33
  do
• 39:33
  that
• 39:33
  you
• 39:34
  have
• 39:34
  to
• 39:34
  understand
• 39:35
  the
• 39:35
  work
• 39:35
  deeply.
• 39:36
  And
• 39:36
  I
• 39:36
  think
• 39:36
  now
• 39:37
  there's
• 39:38
  this
• 39:38
  disconnect
• 39:38
  for
• 39:39
  managements.
• 39:39
  Right.
• 39:41
  They
• 39:41
  don't
• 39:41
  necessarily
• 39:41
  understand
• 39:42
  the
• 39:43
  work.
• 39:43
  Right.
• 39:44
  They
• 39:44
  manage,
• 39:45
  they
• 39:45
  manage
• 39:46
  people.
• 39:47
  Right.
• 39:47
  They
• 39:48
  manage
• 39:48
  the
• 39:48
  egos,
• 39:49
  they
• 39:49
  manage
• 39:49
  the
• 39:50
  moods.
• 39:51
  Right.
• 39:52
  Yeah.
• 39:53
  And,
• 39:54
  and
• 39:55
  that's
• 39:55
  not
• 39:55
  gonna
• 39:55
  be
• 39:55
  enough
• 39:56
  because
• 39:56
  there's,
• 39:57
  you
• 39:57
  know,
• 39:58
  they're
• 39:58
  gonna
• 39:58
  be
• 39:58
  still
• 39:59
  some
• 39:59
  egos
• 40:00
  and,
• 40:00
  and,
• 40:01
  and,
• 40:01
  and
• 40:02
  some
• 40:02
  moods,
• 40:03
  but
• 40:03
  80%
• 40:04
  of
• 40:05
  the
• 40:05
  work,
• 40:05
  which
• 40:05
  again
• 40:06
  will
• 40:06
  be
• 40:06
  much
• 40:06
  broader
• 40:07
  than
• 40:07
  today.
• 40:07
  Like
• 40:08
  everything
• 40:09
  I
• 40:09
  describe
• 40:09
  is
• 40:10
  the
• 40:10
  work
• 40:10
  that
• 40:10
  is
• 40:10
  not
• 40:11
  happening
• 40:11
  today.
• 40:12
  So
• 40:12
  suddenly
• 40:13
  there
• 40:13
  is
• 40:13
  this
• 40:15
  well
• 40:15
  functioning
• 40:15
  retailer
• 40:16
  doing
• 40:16
  10
• 40:17
  times
• 40:17
  more
• 40:17
  things
• 40:19
  today
• 40:20
  that
• 40:20
  maybe
• 40:20
  they
• 40:21
  could
• 40:21
  have
• 40:21
  done
• 40:21
  it
• 40:21
  in
• 40:21
  the
• 40:22
  past,
• 40:23
  but
• 40:23
  80%
• 40:24
  of
• 40:24
  that
• 40:24
  is
• 40:24
  done
• 40:24
  by
• 40:27
  something
• 40:27
  that
• 40:27
  has
• 40:27
  low
• 40:28
  ego,
• 40:28
  no
• 40:29
  moods,
• 40:30
  and
• 40:30
  just
• 40:31
  needs
• 40:32
  instructions
• 40:34
  that
• 40:34
  are
• 40:35
  clear
• 40:35
  and
• 40:35
  go
• 40:35
  deep.
• 40:37
  Because
• 40:37
  the
• 40:37
  deeper
• 40:38
  and
• 40:38
  better
• 40:38
  instructions
• 40:39
  you
• 40:39
  can
• 40:39
  give,
• 40:40
  the
• 40:40
  better
• 40:40
  output
• 40:41
  you're
• 40:41
  going
• 40:41
  to
• 40:41
  get.
• 40:44
  And
• 40:44
  that's
• 40:44
  going
• 40:44
  to
• 40:45
  be
• 40:45
  new
• 40:45
  for
• 40:45
  many
• 40:45
  leaders.
• 40:46
  Right.
• 40:46
  Like
• 40:47
  even
• 40:48
  in
• 40:48
  my
• 40:48
  organization,
• 40:49
  I'm
• 40:49
  speaking
• 40:50
  to
• 40:50
  a
• 40:50
  VP
• 40:51
  and
• 40:51
  I
• 40:51
  know
• 40:52
  more
• 40:52
  about
• 40:52
  the
• 40:52
  process
• 40:53
  and
• 40:53
  the
• 40:54
  issues
• 40:54
  in
• 40:54
  that
• 40:55
  organization
• 40:56
  than
• 40:56
  they
• 40:56
  do
• 40:58
  because
• 40:59
  they
• 40:59
  only
• 40:59
  speak
• 41:00
  to
• 41:00
  that
• 41:00
  layer
• 41:00
  below
• 41:01
  them.
• 41:02
  Yeah.
• 41:02
  The
• 41:02
  other
• 41:02
  implication
• 41:02
  of
• 41:03
  this
• 41:03
  too,
• 41:03
  which
• 41:03
  you've
• 41:03
  got
• 41:03
  my
• 41:04
  head
• 41:04
  thinking
• 41:04
  about
• 41:04
  right
• 41:05
  now
• 41:05
  too,
• 41:05
  is
• 41:05
  like,
• 41:05
  yeah,
• 41:06
  we've
• 41:06
  been
• 41:06
  talking
• 41:06
  about
• 41:06
  this
• 41:06
  from
• 41:07
  the
• 41:07
  perspective
• 41:07
  of
• 41:08
  a
• 41:08
  legacy
• 41:08
  retail
• 41:09
  operation,
• 41:09
  but
• 41:09
  there's
• 41:10
  going
• 41:10
  to
• 41:10
  be
• 41:10
  many
• 41:10
  retail
• 41:11
  operations
• 41:11
  that
• 41:12
  come
• 41:12
  online
• 41:12
  here
• 41:12
  over
• 41:13
  the
• 41:13
  next
• 41:13
  five
• 41:13
  to
• 41:14
  10
• 41:14
  years
• 41:14
  that
• 41:14
  are
• 41:15
  going
• 41:15
  to
• 41:15
  take
• 41:15
  this
• 41:15
  approach
• 41:15
  from
• 41:16
  the
• 41:16
  outset
• 41:17
  and
• 41:17
  that
• 41:18
  potentially
• 41:18
  gives
• 41:19
  them
• 41:19
  a
• 41:19
  lot
• 41:19
  of
• 41:20
  bullets
• 41:20
  in
• 41:20
  the
• 41:20
  chamber
• 41:20
  to
• 41:21
  be
• 41:21
  very
• 41:21
  successful.
• 41:22
  When
• 41:22
  you
• 41:22
  look
• 41:22
  at
• 41:22
  things
• 41:23
  from
• 41:23
  a
• 41:23
  productivity
• 41:24
  and
• 41:24
  an
• 41:24
  ultimate
• 41:24
  profit,
• 41:25
  operating
• 41:26
  profit
• 41:26
  at
• 41:26
  the
• 41:26
  end
• 41:26
  of
• 41:26
  the
• 41:26
  day
• 41:27
  too.
• 41:28
  That's
• 41:29
  absolutely
• 41:30
  correct.
• 41:30
  Right.
• 41:30
  Like
• 41:31
  you
• 41:32
  know,
• 41:34
  Rohlik
• 41:34
  has
• 41:35
  an
• 41:35
  infrastructure,
• 41:36
  we
• 41:36
  are
• 41:36
  ultimately
• 41:37
  very
• 41:37
  local
• 41:38
  business
• 41:38
  and
• 41:38
  our
• 41:39
  fulfillment
• 41:39
  centers
• 41:40
  are
• 41:42
  very
• 41:42
  automated.
• 41:44
  That's
• 41:44
  a
• 41:45
  protection.
• 41:46
  Right?
• 41:46
  But
• 41:47
  if
• 41:47
  you're
• 41:48
  a,
• 41:48
  I
• 41:48
  don't
• 41:48
  know,
• 41:49
  e
• 41:49
  commerce
• 41:49
  operator
• 41:50
  that
• 41:50
  using
• 41:50
  a
• 41:51
  lot
• 41:51
  of,
• 41:51
  you
• 41:51
  know,
• 41:52
  third
• 41:52
  party
• 41:52
  shipping,
• 41:54
  right.
• 41:54
  Like
• 41:55
  I'm
• 41:56
  pretty
• 41:56
  sure
• 41:57
  in
• 41:57
  the
• 41:58
  next
• 41:58
  24
• 41:59
  months
• 41:59
  what
• 41:59
  you
• 41:59
  do
• 42:00
  with
• 42:00
  100
• 42:00
  people
• 42:01
  and
• 42:01
  you
• 42:01
  have
• 42:02
  all
• 42:02
  these
• 42:02
  costs
• 42:03
  and
• 42:03
  all
• 42:03
  these
• 42:03
  issues,
• 42:04
  all
• 42:04
  these
• 42:04
  inconsistencies,
• 42:05
  there's
• 42:06
  going
• 42:06
  to
• 42:06
  be
• 42:06
  a
• 42:06
  founder
• 42:07
  that's
• 42:08
  going
• 42:08
  to
• 42:08
  do
• 42:08
  it
• 42:09
  just
• 42:09
  with
• 42:09
  agents
• 42:11
  and
• 42:12
  of
• 42:12
  course
• 42:12
  it
• 42:13
  has
• 42:13
  different
• 42:14
  set
• 42:14
  of
• 42:14
  issues,
• 42:15
  but
• 42:16
  certainly
• 42:17
  better
• 42:17
  reliability,
• 42:19
  better
• 42:19
  consistency
• 42:20
  and
• 42:21
  less
• 42:21
  cost.
• 42:22
  Right.
• 42:22
  And
• 42:23
  that
• 42:23
  person's
• 42:24
  going
• 42:24
  to
• 42:24
  start
• 42:25
  chipping
• 42:25
  away
• 42:26
  at
• 42:26
  your
• 42:26
  market
• 42:26
  share
• 42:27
  because
• 42:27
  they
• 42:27
  will
• 42:28
  have
• 42:28
  more
• 42:29
  profit
• 42:29
  to
• 42:29
  invest
• 42:30
  to
• 42:31
  customer
• 42:31
  acquisition.
• 42:32
  Right.
• 42:33
  And,
• 42:33
  and
• 42:33
  I
• 42:33
  think
• 42:34
  that's,
• 42:36
  that's
• 42:36
  the
• 42:36
  opportunity
• 42:37
  for
• 42:38
  new
• 42:39
  entrants
• 42:39
  and
• 42:39
  for
• 42:39
  startups.
• 42:41
  But
• 42:41
  I
• 42:42
  think
• 42:42
  it's,
• 42:42
  it's,
• 42:44
  there's
• 42:44
  something
• 42:44
  about
• 42:45
  having
• 42:45
  scale
• 42:46
  already,
• 42:47
  right?
• 42:47
  Because
• 42:48
  if
• 42:48
  you
• 42:48
  transform,
• 42:49
  you
• 42:49
  don't
• 42:50
  have
• 42:50
  to
• 42:50
  transform
• 42:50
  to
• 42:51
  one
• 42:51
  person
• 42:52
  operator
• 42:54
  at
• 42:54
  certain
• 42:54
  scale
• 42:55
  doesn't
• 42:55
  make
• 42:55
  sense.
• 42:57
  But
• 42:57
  use
• 42:57
  that
• 42:58
  scale
• 42:59
  to
• 42:59
  dominate
• 43:00
  even
• 43:00
  more.
• 43:01
  Right.
• 43:02
  If
• 43:02
  you're
• 43:03
  doing
• 43:03
  a
• 43:04
  billion
• 43:04
  in
• 43:04
  revenue
• 43:05
  with
• 43:05
  this
• 43:06
  many
• 43:06
  people
• 43:07
  normally
• 43:08
  it
• 43:08
  would
• 43:08
  mean
• 43:08
  if
• 43:08
  you
• 43:09
  want
• 43:09
  to
• 43:09
  do
• 43:09
  3
• 43:09
  billion
• 43:09
  of
• 43:10
  revenue,
• 43:10
  you
• 43:10
  need
• 43:11
  to
• 43:11
  hire
• 43:11
  at
• 43:11
  least
• 43:11
  maybe
• 43:12
  double
• 43:12
  the
• 43:12
  headcount.
• 43:13
  Right.
• 43:13
  You
• 43:14
  know,
• 43:16
  there
• 43:16
  will
• 43:16
  be
• 43:17
  some,
• 43:17
  you
• 43:18
  know,
• 43:18
  some,
• 43:18
  some
• 43:19
  benefits
• 43:20
  of
• 43:20
  scale,
• 43:20
  but
• 43:21
  not
• 43:21
  that
• 43:21
  many.
• 43:23
  But
• 43:23
  if
• 43:23
  you're
• 43:24
  doing
• 43:24
  a
• 43:24
  billion
• 43:24
  with
• 43:26
  headcount
• 43:26
  X,
• 43:27
  maybe
• 43:28
  now
• 43:28
  you
• 43:28
  can
• 43:28
  go
• 43:28
  to
• 43:29
  10
• 43:29
  billion
• 43:29
  and
• 43:30
  not
• 43:30
  hire
• 43:30
  every
• 43:31
  single,
• 43:31
  every,
• 43:31
  like
• 43:32
  not
• 43:32
  hire
• 43:32
  a
• 43:32
  single
• 43:33
  person
• 43:33
  on
• 43:33
  top
• 43:33
  of
• 43:33
  that.
• 43:34
  Right.
• 43:35
  But,
• 43:35
  but,
• 43:35
  but
• 43:36
  you
• 43:36
  already
• 43:36
  have
• 43:36
  a
• 43:37
  scale
• 43:37
  and
• 43:38
  that,
• 43:38
  that's
• 43:38
  a
• 43:39
  protection
• 43:39
  to
• 43:39
  an
• 43:39
  extent.
• 43:40
  But
• 43:40
  if
• 43:40
  you
• 43:40
  don't
• 43:41
  evolve,
• 43:41
  you
• 43:41
  stay
• 43:41
  at
• 43:42
  1
• 43:42
  billion.
• 43:44
  Yeah.
• 43:44
  With
• 43:45
  that
• 43:45
  cost
• 43:45
  base
• 43:47
  and
• 43:48
  there
• 43:48
  is
• 43:48
  somebody
• 43:50
  hungry,
• 43:50
  they
• 43:51
  can
• 43:51
  get
• 43:51
  2
• 43:51
  billion
• 43:52
  maybe
• 43:52
  you
• 43:53
  know,
• 43:53
  very,
• 43:53
  very
• 43:53
  quickly
• 43:54
  and
• 43:54
  then
• 43:54
  they
• 43:54
  will
• 43:55
  scale
• 43:55
  with
• 43:55
  much,
• 43:56
  much,
• 43:56
  much
• 43:56
  lower
• 43:57
  cost
• 43:57
  base.
• 43:57
  But
• 43:57
  I
• 43:58
  wouldn't,
• 43:58
  I
• 43:59
  wouldn't
• 44:00
  kind
• 44:00
  of
• 44:00
  preach
• 44:00
  doom
• 44:01
  and
• 44:01
  gloom
• 44:01
  on
• 44:01
  the
• 44:01
  big
• 44:02
  companies
• 44:02
  who,
• 44:04
  who
• 44:05
  already
• 44:05
  have
• 44:05
  people
• 44:06
  because
• 44:06
  I
• 44:06
  think
• 44:06
  that's
• 44:07
  a
• 44:07
  great
• 44:07
  asset.
• 44:08
  They
• 44:08
  just
• 44:08
  have
• 44:09
  to
• 44:09
  use
• 44:09
  the
• 44:09
  people
• 44:10
  to
• 44:10
  manage
• 44:10
  agents
• 44:11
  as
• 44:11
  well
• 44:12
  as
• 44:12
  people
• 44:13
  and
• 44:13
  that's
• 44:13
  the
• 44:13
  unlock
• 44:14
  of
• 44:14
  the
• 44:14
  efficiency
• 44:15
  and
• 44:15
  value.
• 44:16
  Right?
• 44:16
  Yeah.
• 44:17
  The
• 44:17
  existing,
• 44:17
  the
• 44:18
  existing
• 44:18
  infrastructure,
• 44:19
  if
• 44:19
  leveraged
• 44:19
  correctly,
• 44:19
  should
• 44:20
  be
• 44:20
  a
• 44:20
  competitive
• 44:20
  Mode.
• 44:21
  Absolutely.
• 44:22
  For
• 44:22
  those
• 44:22
  retailers.
• 44:22
  Yeah.
• 44:23
  All
• 44:23
  right,
• 44:23
  so
• 44:23
  let's
• 44:24
  get
• 44:24
  you
• 44:24
  out
• 44:24
  of
• 44:24
  here
• 44:24
  on
• 44:24
  this
• 44:24
  because,
• 44:24
  God,
• 44:25
  I
• 44:25
  could
• 44:25
  talk
• 44:25
  to
• 44:25
  you
• 44:26
  all
• 44:26
  day
• 44:27
  because
• 44:27
  you
• 44:27
  are
• 44:27
  definitely.
• 44:28
  As
• 44:28
  I'm
• 44:28
  sitting
• 44:29
  here,
• 44:29
  the
• 44:29
  thing
• 44:29
  I
• 44:29
  was
• 44:30
  thinking
• 44:30
  in
• 44:30
  my
• 44:30
  head
• 44:30
  was
• 44:30
  like,
• 44:30
  man,
• 44:30
  you
• 44:31
  are
• 44:31
  a
• 44:31
  visionary
• 44:31
  in
• 44:32
  this
• 44:32
  space
• 44:32
  now
• 44:32
  on
• 44:33
  multiple
• 44:33
  levels.
• 44:35
  But,
• 44:35
  you
• 44:35
  know,
• 44:35
  the
• 44:35
  question
• 44:36
  I
• 44:36
  want
• 44:36
  to
• 44:36
  get,
• 44:36
  get
• 44:36
  you
• 44:37
  out
• 44:37
  of
• 44:37
  here
• 44:37
  on
• 44:37
  this
• 44:37
  is,
• 44:37
  so
• 44:37
  if
• 44:38
  I'm
• 44:38
  a
• 44:38
  retail
• 44:38
  executive
• 44:38
  listening
• 44:39
  to
• 44:39
  this
• 44:39
  podcast,
• 44:41
  and
• 44:41
  I've
• 44:41
  been
• 44:41
  tasked
• 44:43
  with
• 44:43
  improving
• 44:44
  my
• 44:44
  team's
• 44:44
  efficiency
• 44:45
  with
• 44:45
  AI,
• 44:46
  as
• 44:46
  I'm
• 44:46
  as.
• 44:46
  No
• 44:47
  doubt
• 44:47
  many,
• 44:47
  many
• 44:48
  retail
• 44:48
  executives
• 44:48
  are
• 44:49
  being
• 44:49
  tasked
• 44:49
  right
• 44:49
  now,
• 44:50
  how
• 44:51
  would
• 44:51
  you
• 44:51
  recommend
• 44:52
  that
• 44:52
  they
• 44:53
  approach
• 44:53
  that
• 44:54
  question?
• 44:55
  In
• 44:55
  light
• 44:55
  of
• 44:55
  everything
• 44:56
  we've
• 44:56
  discussed
• 44:57
  up.
• 44:57
  Until
• 44:57
  this
• 44:57
  point
• 44:58
  today,
• 44:59
  I
• 44:59
  think
• 45:00
  it
• 45:01
  would
• 45:01
  make
• 45:01
  total
• 45:01
  sense
• 45:02
  to
• 45:04
  do
• 45:04
  a
• 45:05
  version
• 45:05
  of
• 45:05
  Duo
• 45:06
  Clarity
• 45:07
  to
• 45:08
  really
• 45:09
  understand
• 45:10
  the
• 45:10
  organization.
• 45:11
  I
• 45:11
  think
• 45:11
  that
• 45:11
  that's
• 45:12
  the
• 45:12
  base.
• 45:12
  Yeah.
• 45:13
  Start
• 45:13
  from
• 45:13
  the
• 45:13
  process,
• 45:14
  then
• 45:15
  what
• 45:16
  you
• 45:16
  do
• 45:17
  is,
• 45:18
  I
• 45:19
  would
• 45:19
  say
• 45:21
  there
• 45:21
  are
• 45:21
  many
• 45:21
  paths,
• 45:23
  but
• 45:23
  starting
• 45:24
  from
• 45:24
  the
• 45:24
  process,
• 45:25
  really
• 45:25
  understand
• 45:28
  what
• 45:28
  processes
• 45:29
  you
• 45:29
  miss
• 45:29
  and
• 45:29
  what
• 45:30
  processes
• 45:31
  maybe
• 45:32
  you
• 45:32
  should
• 45:32
  massively
• 45:33
  simplify
• 45:34
  so
• 45:34
  they
• 45:34
  are
• 45:35
  easier
• 45:35
  to
• 45:36
  automate
• 45:36
  or
• 45:37
  easier
• 45:37
  to
• 45:37
  manage
• 45:37
  by
• 45:38
  agents.
• 45:39
  I
• 45:40
  think
• 45:41
  that's
• 45:41
  a
• 45:41
  definite
• 45:42
  start.
• 45:44
  And
• 45:45
  then
• 45:45
  from
• 45:45
  there,
• 45:46
  you
• 45:46
  will
• 45:47
  have
• 45:47
  many
• 45:47
  options.
• 45:48
  There
• 45:48
  will
• 45:48
  be
• 45:48
  many
• 45:49
  companies
• 45:49
  you
• 45:49
  can
• 45:49
  build,
• 45:50
  you
• 45:50
  can
• 45:50
  buy,
• 45:51
  you
• 45:51
  can
• 45:51
  use
• 45:52
  hyperscalers,
• 45:53
  you
• 45:53
  can
• 45:53
  maybe
• 45:53
  use
• 45:54
  more
• 45:54
  agile,
• 45:55
  smaller
• 45:55
  companies,
• 45:56
  you
• 45:56
  know,
• 45:57
  to
• 45:57
  work
• 45:57
  for
• 45:57
  you.
• 45:57
  But,
• 45:58
  but
• 45:58
  every
• 45:58
  single
• 45:59
  company
• 46:00
  that
• 46:01
  will
• 46:01
  work
• 46:02
  with
• 46:02
  you
• 46:03
  on
• 46:03
  this
• 46:03
  will
• 46:03
  ask,
• 46:04
  so
• 46:04
  what's
• 46:04
  the
• 46:04
  process?
• 46:06
  Right.
• 46:06
  Start
• 46:07
  from
• 46:07
  the
• 46:07
  process
• 46:08
  and,
• 46:11
  and,
• 46:11
  and
• 46:12
  the
• 46:12
  common
• 46:12
  second
• 46:13
  piece
• 46:13
  I
• 46:13
  hear
• 46:14
  is
• 46:14
  data.
• 46:14
  You
• 46:15
  know,
• 46:15
  like
• 46:15
  every
• 46:15
  single
• 46:16
  retailer
• 46:16
  says,
• 46:16
  oh,
• 46:16
  we
• 46:17
  don't
• 46:17
  have
• 46:17
  clean
• 46:17
  data,
• 46:17
  so
• 46:18
  we
• 46:18
  cannot
• 46:18
  leverage
• 46:19
  AI.
• 46:19
  I
• 46:20
  think
• 46:20
  that's
• 46:20
  becoming
• 46:21
  less
• 46:21
  of
• 46:21
  a
• 46:21
  problem
• 46:23
  because
• 46:23
  AI
• 46:23
  can
• 46:24
  make
• 46:24
  sense
• 46:24
  of
• 46:24
  your
• 46:25
  poor
• 46:25
  data
• 46:26
  a
• 46:27
  lot
• 46:27
  better
• 46:27
  than
• 46:28
  maybe
• 46:28
  humans
• 46:29
  and
• 46:29
  the
• 46:29
  previous
• 46:29
  version
• 46:30
  of
• 46:30
  technology.
• 46:32
  So
• 46:32
  I
• 46:33
  think
• 46:33
  I
• 46:33
  wouldn't
• 46:34
  worry
• 46:34
  too
• 46:34
  much
• 46:34
  about
• 46:35
  that.
• 46:35
  I've
• 46:35
  seen
• 46:36
  organizations
• 46:37
  cleaning
• 46:37
  data
• 46:38
  for
• 46:38
  the
• 46:38
  last
• 46:38
  decade
• 46:39
  and
• 46:40
  still
• 46:40
  being
• 46:40
  six
• 46:40
  months
• 46:41
  away
• 46:41
  from
• 46:41
  being
• 46:42
  data
• 46:43
  clean.
• 46:45
  And
• 46:46
  in
• 46:46
  six
• 46:46
  months,
• 46:46
  they
• 46:47
  will
• 46:47
  still
• 46:47
  be
• 46:47
  six
• 46:47
  months
• 46:48
  from
• 46:48
  the
• 46:48
  data
• 46:48
  clean.
• 46:49
  Right.
• 46:49
  So
• 46:50
  I
• 46:51
  wouldn't
• 46:51
  worry
• 46:51
  about
• 46:51
  that.
• 46:52
  Start
• 46:52
  from
• 46:52
  a
• 46:52
  process
• 46:53
  and
• 46:53
  then
• 46:53
  the
• 46:53
  automation
• 46:54
  options
• 46:55
  open.
• 46:55
  Yeah,
• 46:56
  we've
• 46:56
  heard
• 46:56
  that
• 46:56
  theme
• 46:57
  very
• 46:57
  consistently
• 46:57
  now
• 46:58
  about
• 46:58
  the
• 46:58
  data
• 46:58
  concerns
• 46:59
  that
• 46:59
  that's
• 46:59
  becoming
• 47:00
  less
• 47:00
  and
• 47:00
  less
• 47:00
  of
• 47:00
  a
• 47:00
  concern.
• 47:01
  But
• 47:01
  you
• 47:01
  know
• 47:01
  what
• 47:01
  I
• 47:01
  take
• 47:02
  away
• 47:02
  from
• 47:02
  what
• 47:02
  you
• 47:02
  said
• 47:02
  first
• 47:03
  and
• 47:03
  foremost
• 47:03
  as
• 47:03
  we
• 47:04
  close
• 47:04
  it
• 47:04
  up
• 47:04
  here
• 47:04
  is
• 47:05
  if
• 47:05
  you're
• 47:06
  going
• 47:06
  to
• 47:06
  look
• 47:06
  to
• 47:06
  optimize
• 47:07
  and
• 47:07
  use
• 47:07
  the,
• 47:07
  and
• 47:08
  get
• 47:08
  the
• 47:08
  benefits
• 47:08
  of
• 47:08
  AI,
• 47:09
  you
• 47:09
  have
• 47:09
  to
• 47:09
  know
• 47:10
  your
• 47:10
  process
• 47:10
  and
• 47:10
  what
• 47:11
  you're
• 47:11
  actually
• 47:11
  trying
• 47:12
  to
• 47:12
  optimize.
• 47:12
  First
• 47:13
  and
• 47:13
  foremost,
• 47:13
  it
• 47:14
  all
• 47:14
  begins
• 47:14
  and
• 47:14
  ends
• 47:14
  with.
• 47:15
  With
• 47:15
  taking
• 47:15
  that
• 47:16
  step
• 47:16
  to
• 47:17
  then,
• 47:17
  you
• 47:17
  know,
• 47:17
  inform
• 47:18
  what
• 47:18
  you
• 47:18
  should
• 47:18
  do
• 47:19
  going
• 47:19
  forward.
• 47:20
  So.
• 47:20
  All
• 47:21
  right.
• 47:21
  Well,
• 47:21
  Tom,
• 47:21
  thank
• 47:21
  you
• 47:22
  so
• 47:22
  much.
• 47:23
  That
• 47:23
  was
• 47:23
  fabulous.
• 47:24
  I
• 47:24
  love
• 47:25
  that
• 47:25
  conversation.
• 47:26
  If
• 47:26
  people
• 47:27
  want
• 47:27
  to
• 47:27
  get
• 47:27
  in
• 47:27
  touch
• 47:28
  with
• 47:28
  you,
• 47:29
  learn
• 47:29
  more
• 47:29
  about
• 47:29
  Duvo,
• 47:30
  what's
• 47:30
  the
• 47:30
  best
• 47:31
  way
• 47:31
  for
• 47:31
  them
• 47:31
  to
• 47:31
  do
• 47:31
  that?
• 47:32
  Yeah,
• 47:32
  I
• 47:32
  mean,
• 47:33
  you
• 47:33
  can
• 47:34
  shoot
• 47:34
  over
• 47:34
  an
• 47:35
  email
• 47:35
  Tomuvo
• 47:36
  AI
• 47:37
  or
• 47:38
  I'm
• 47:38
  super
• 47:38
  active
• 47:39
  on
• 47:39
  LinkedIn.
• 47:40
  Thomas
• 47:41
  C
• 47:41
  U
• 47:41
  P
• 47:41
  R.
• 47:44
  Or
• 47:44
  you
• 47:44
  just
• 47:45
  put
• 47:45
  rolly
• 47:45
  group
• 47:46
  usually
• 47:46
  or
• 47:46
  duo
• 47:47
  AI.
• 47:47
  I'll
• 47:48
  come
• 47:48
  up.
• 47:48
  And
• 47:50
  I'm
• 47:50
  responding
• 47:50
  to
• 47:50
  all
• 47:51
  of
• 47:51
  the
• 47:51
  messages
• 47:51
  on
• 47:52
  LinkedIn
• 47:52
  as
• 47:52
  well.
• 47:53
  Well,
• 47:53
  yes,
• 47:54
  I'm
• 47:54
  looking
• 47:54
  forward
• 47:54
  to
• 47:55
  continuing
• 47:55
  this
• 47:55
  conversation
• 47:56
  with
• 47:56
  you
• 47:56
  and
• 47:56
  continuing
• 47:57
  this
• 47:57
  relationship
• 47:58
  because,
• 47:58
  man,
• 47:58
  I
• 47:58
  just
• 47:58
  learned
• 47:59
  so
• 47:59
  much
• 47:59
  from
• 48:00
  you
• 48:00
  in
• 48:00
  this
• 48:00
  past,
• 48:00
  you
• 48:01
  know,
• 48:01
  45
• 48:02
  minutes
• 48:02
  to
• 48:02
  an
• 48:02
  hour
• 48:03
  that
• 48:03
  we've
• 48:03
  had
• 48:03
  together.
• 48:04
  So.
• 48:04
  So
• 48:04
  thank
• 48:05
  you
• 48:05
  again
• 48:06
  for
• 48:06
  those
• 48:06
  out
• 48:06
  there.
• 48:07
  Today's
• 48:07
  podcast
• 48:08
  was
• 48:08
  produced,
• 48:08
  of
• 48:08
  course,
• 48:09
  with
• 48:09
  the
• 48:09
  help
• 48:09
  of
• 48:09
  the
• 48:09
  fabulous
• 48:10
  producer
• 48:10
  Ella
• 48:11
  Ella
• 48:11
  Sirjord.
• 48:12
  And
• 48:12
  as
• 48:12
  always,
• 48:13
  on
• 48:13
  behalf
• 48:13
  of
• 48:14
  all
• 48:14
  of
• 48:14
  us
• 48:14
  at
• 48:14
  Omni
• 48:15
  Talk,
• 48:15
  as
• 48:15
  always,
• 48:16
  be
• 48:16
  careful
• 48:16
  out
• 48:17
  there.