Latest / Omni Talk Retail / Retail's "iPhone Moment" & How Intelligent Systems Are Detasking Stores | Julian Mills, Quorso CEO

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Retail's "iPhone Moment" & How Intelligent Systems Are Detasking Stores | Julian Mills, Quorso CEO · Omni Talk Retail

• 0:00
  Foreigning
• 0:10
  us
• 0:10
  now
• 0:10
  for
• 0:10
  five
• 0:10
  insightful
• 0:11
  minutes
• 0:11
  is
• 0:11
  Julian
• 0:12
  Mills,
• 0:12
  a
• 0:12
  frequent
• 0:13
  omnitalk
• 0:13
  guest
• 0:14
  and
• 0:14
  the
• 0:14
  CEO
• 0:14
  of
• 0:15
  Corso.
• 0:15
  And
• 0:16
  Julian
• 0:16
  is
• 0:16
  here
• 0:16
  to
• 0:16
  share
• 0:17
  with
• 0:17
  us
• 0:17
  some
• 0:17
  of
• 0:17
  the
• 0:17
  key
• 0:18
  lessons
• 0:18
  he
• 0:18
  learned
• 0:19
  from
• 0:19
  the
• 0:19
  recent
• 0:19
  Intelligent
• 0:20
  Management
• 0:20
  forum
• 0:21
  he
• 0:21
  and
• 0:21
  Corso
• 0:22
  just
• 0:22
  hosted.
• 0:23
  Julian,
• 0:24
  it's
• 0:24
  great
• 0:24
  to
• 0:24
  have
• 0:24
  you
• 0:24
  back
• 0:25
  on
• 0:25
  five
• 0:25
  insightful
• 0:26
  minutes.
• 0:26
  Let's
• 0:26
  dive
• 0:27
  straight,
• 0:27
  straight
• 0:27
  in.
• 0:27
  You
• 0:28
  brought
• 0:28
  together
• 0:28
  some
• 0:29
  of
• 0:29
  the
• 0:29
  top
• 0:29
  minds
• 0:30
  in
• 0:30
  retail
• 0:30
  at
• 0:30
  this
• 0:31
  forum.
• 0:31
  What
• 0:31
  was
• 0:32
  the
• 0:32
  biggest
• 0:32
  aha
• 0:33
  moment
• 0:33
  that
• 0:33
  came
• 0:34
  out
• 0:34
  of
• 0:34
  the
• 0:34
  event
• 0:34
  for
• 0:34
  you?
• 0:35
  We
• 0:35
  had
• 0:35
  about
• 0:36
  30
• 0:36
  SVPs,
• 0:37
  VPs
• 0:38
  from
• 0:38
  20
• 0:38
  of
• 0:39
  the
• 0:39
  largest
• 0:39
  grocers,
• 0:40
  convenience
• 0:40
  stores,
• 0:40
  apparel
• 0:41
  chains,
• 0:41
  etc.
• 0:42
  Coming
• 0:43
  together
• 0:43
  really
• 0:43
  to
• 0:43
  talk
• 0:44
  about
• 0:44
  how
• 0:44
  data
• 0:44
  and
• 0:44
  AI
• 0:45
  can
• 0:45
  be
• 0:45
  used
• 0:45
  to
• 0:46
  guide
• 0:46
  and
• 0:46
  connect
• 0:48
  the
• 0:48
  daily
• 0:48
  work
• 0:48
  of
• 0:48
  everyone
• 0:49
  from
• 0:49
  the
• 0:49
  store
• 0:49
  associate
• 0:49
  up
• 0:50
  to
• 0:50
  the
• 0:50
  EVP
• 0:50
  stores.
• 0:51
  There's
• 0:51
  a
• 0:51
  great
• 0:51
  group.
• 0:53
  And
• 0:53
  in
• 0:53
  terms
• 0:53
  of
• 0:53
  the
• 0:54
  aha
• 0:54
  moment,
• 0:55
  I
• 0:55
  think
• 0:55
  one
• 0:55
  retail
• 0:56
  exec
• 0:56
  said
• 0:56
  it
• 0:56
  best
• 0:57
  when
• 0:57
  they
• 0:57
  said
• 0:57
  to
• 0:57
  me,
• 0:57
  this
• 0:57
  is
• 0:57
  kind
• 0:58
  of
• 0:58
  retail's
• 0:59
  iPhone
• 0:59
  moment
• 1:00
  in
• 1:00
  that
• 1:00
  for
• 1:01
  ages
• 1:01
  we've
• 1:01
  been
• 1:02
  spending
• 1:02
  time
• 1:03
  sending
• 1:04
  out
• 1:05
  hundreds
• 1:05
  of
• 1:05
  different
• 1:06
  kind
• 1:06
  of
• 1:07
  tasks
• 1:07
  and
• 1:07
  comms
• 1:07
  and
• 1:08
  walks,
• 1:08
  et
• 1:08
  cetera,
• 1:09
  to
• 1:09
  stores.
• 1:09
  It's
• 1:09
  all
• 1:09
  been
• 1:10
  very
• 1:10
  kind
• 1:10
  of
• 1:10
  overwhelming.
• 1:11
  It's
• 1:11
  all
• 1:11
  coming
• 1:12
  in
• 1:12
  different
• 1:12
  channels,
• 1:12
  et
• 1:13
  cetera.
• 1:13
  And
• 1:13
  the
• 1:14
  stores
• 1:14
  hate
• 1:14
  it.
• 1:14
  It
• 1:15
  doesn't
• 1:15
  move
• 1:15
  the
• 1:15
  needle
• 1:17
  and
• 1:17
  it
• 1:18
  can't
• 1:18
  frankly
• 1:18
  cost
• 1:18
  a
• 1:18
  bunch
• 1:19
  of
• 1:19
  money.
• 1:20
  And
• 1:20
  actually
• 1:20
  where
• 1:20
  we're
• 1:21
  moving
• 1:21
  to
• 1:21
  is
• 1:22
  having
• 1:22
  more
• 1:22
  of
• 1:22
  an
• 1:22
  intelligent
• 1:23
  backbone
• 1:23
  that
• 1:24
  is
• 1:24
  personally
• 1:25
  prioritizing
• 1:25
  daily
• 1:26
  work
• 1:26
  for
• 1:27
  everyone
• 1:27
  in
• 1:28
  our
• 1:28
  business.
• 1:28
  Julian,
• 1:29
  you
• 1:29
  mentioned
• 1:29
  to
• 1:29
  us
• 1:30
  too
• 1:30
  that
• 1:30
  one
• 1:30
  of
• 1:30
  the
• 1:30
  other
• 1:31
  themes
• 1:31
  that
• 1:31
  kind
• 1:31
  of
• 1:31
  follows
• 1:32
  along
• 1:32
  with
• 1:32
  that
• 1:32
  is
• 1:33
  that
• 1:33
  you're
• 1:33
  trying
• 1:34
  to
• 1:34
  de
• 1:34
  task
• 1:35
  the
• 1:35
  store,
• 1:35
  dive
• 1:36
  into
• 1:36
  that
• 1:36
  a
• 1:36
  little
• 1:37
  bit
• 1:37
  and
• 1:37
  what
• 1:37
  that
• 1:37
  actually
• 1:37
  looks
• 1:38
  like
• 1:38
  in
• 1:38
  practice.
• 1:39
  I
• 1:39
  think
• 1:39
  there's
• 1:40
  a
• 1:40
  general
• 1:40
  sense
• 1:40
  that
• 1:41
  retailers
• 1:42
  push
• 1:42
  work
• 1:43
  to
• 1:43
  stores
• 1:44
  that
• 1:44
  may
• 1:44
  not
• 1:44
  always
• 1:45
  be
• 1:45
  very
• 1:45
  value
• 1:45
  adding.
• 1:46
  Okay,
• 1:47
  so
• 1:47
  let
• 1:47
  me
• 1:47
  give
• 1:48
  you
• 1:48
  four
• 1:48
  examples.
• 1:49
  So
• 1:49
  the
• 1:49
  first
• 1:50
  one
• 1:50
  is
• 1:51
  retailers
• 1:52
  send
• 1:52
  out
• 1:52
  a
• 1:52
  bunch
• 1:52
  of
• 1:52
  tasks
• 1:53
  that
• 1:53
  are
• 1:53
  just
• 1:53
  annoying.
• 1:55
  Yeah,
• 1:55
  go
• 1:56
  submit
• 1:56
  your
• 1:56
  labor
• 1:57
  schedule.
• 1:57
  Well,
• 1:57
  you
• 1:57
  know
• 1:57
  what?
• 1:57
  I've
• 1:58
  been
• 1:58
  doing
• 1:58
  it
• 1:58
  every
• 1:58
  week
• 1:58
  for
• 1:59
  the
• 1:59
  last
• 1:59
  six
• 1:59
  months.
• 1:59
  Okay,
• 2:00
  I
• 2:00
  can
• 2:00
  remember
• 2:00
  that.
• 2:01
  Second
• 2:02
  one
• 2:02
  is
• 2:02
  they're
• 2:03
  sending
• 2:03
  out
• 2:03
  stuff
• 2:03
  that's
• 2:04
  repetitive
• 2:04
  through
• 2:05
  lots
• 2:05
  of
• 2:05
  different
• 2:05
  channels.
• 2:06
  So
• 2:06
  one
• 2:06
  retailer
• 2:07
  we
• 2:07
  work
• 2:07
  with
• 2:07
  has
• 2:08
  nine
• 2:08
  different
• 2:09
  comms
• 2:09
  channels
• 2:09
  for
• 2:09
  the
• 2:10
  stores.
• 2:10
  Guess
• 2:11
  what?
• 2:11
  The
• 2:12
  task
• 2:12
  might
• 2:12
  get
• 2:12
  sent
• 2:12
  two
• 2:13
  or
• 2:13
  three
• 2:13
  times
• 2:13
  via
• 2:14
  different
• 2:14
  channels.
• 2:15
  The
• 2:15
  third
• 2:15
  one
• 2:16
  is
• 2:16
  they're
• 2:16
  sending
• 2:17
  out
• 2:17
  tasks
• 2:17
  that
• 2:17
  can't
• 2:18
  necessarily
• 2:18
  be
• 2:18
  done.
• 2:19
  So
• 2:19
  one
• 2:20
  retailer
• 2:20
  we
• 2:20
  work
• 2:20
  with
• 2:23
  sent
• 2:23
  out
• 2:23
  a
• 2:23
  task
• 2:24
  saying,
• 2:24
  please
• 2:24
  go
• 2:25
  and
• 2:25
  set
• 2:25
  up
• 2:25
  this
• 2:25
  pop.
• 2:26
  And
• 2:27
  90%
• 2:27
  of
• 2:27
  stores
• 2:27
  said,
• 2:28
  yes,
• 2:28
  we've
• 2:28
  done
• 2:28
  that.
• 2:30
  And
• 2:30
  then
• 2:30
  a
• 2:30
  couple
• 2:31
  of
• 2:31
  days
• 2:31
  later
• 2:31
  the
• 2:31
  vendor
• 2:32
  sent
• 2:32
  an
• 2:32
  email
• 2:33
  saying,
• 2:33
  sorry,
• 2:33
  we
• 2:33
  haven't
• 2:34
  sent
• 2:34
  you
• 2:34
  the
• 2:34
  pop
• 2:34
  yet.
• 2:35
  Okay.
• 2:35
  Oh,
• 2:36
  wow.
• 2:37
  So
• 2:38
  we're
• 2:38
  sending
• 2:38
  up
• 2:38
  tasks
• 2:39
  that
• 2:39
  can't
• 2:39
  be
• 2:39
  done,
• 2:39
  and
• 2:40
  people
• 2:40
  are
• 2:40
  wasting
• 2:40
  their
• 2:40
  time
• 2:41
  ticking
• 2:41
  off
• 2:41
  checklists
• 2:41
  saying,
• 2:42
  yes,
• 2:42
  I've
• 2:42
  done
• 2:42
  that.
• 2:43
  And
• 2:43
  then
• 2:43
  the
• 2:43
  fourth
• 2:44
  thing.
• 2:44
  And
• 2:44
  then,
• 2:44
  Chris,
• 2:44
  this
• 2:44
  will
• 2:45
  resonate,
• 2:45
  I
• 2:45
  think,
• 2:45
  a
• 2:46
  lot
• 2:46
  for
• 2:46
  you,
• 2:46
  is
• 2:48
  we're
• 2:48
  asking
• 2:49
  people
• 2:49
  to
• 2:49
  go
• 2:49
  and
• 2:49
  check
• 2:50
  stuff
• 2:50
  visually
• 2:50
  that
• 2:51
  you
• 2:51
  can
• 2:51
  check
• 2:51
  better
• 2:52
  using
• 2:52
  data
• 2:52
  or
• 2:53
  using
• 2:53
  data
• 2:53
  or
• 2:54
  potentially
• 2:54
  computer
• 2:55
  vision.
• 2:55
  So
• 2:56
  dm,
• 2:56
  go
• 2:57
  check
• 2:57
  that
• 2:57
  these
• 2:57
  planograms
• 2:58
  are
• 2:58
  up
• 2:58
  to
• 2:59
  date.
• 2:59
  Well,
• 2:59
  guess
• 3:00
  what?
• 3:00
  The
• 3:00
  data
• 3:00
  can
• 3:00
  tell
• 3:01
  you
• 3:01
  that.
• 3:01
  So
• 3:02
  why
• 3:02
  are
• 3:02
  you
• 3:02
  paying
• 3:02
  someone
• 3:02
  to
• 3:03
  walk
• 3:03
  around
• 3:03
  and
• 3:03
  check
• 3:04
  that?
• 3:04
  Someone
• 3:04
  who
• 3:04
  could
• 3:05
  much
• 3:05
  better
• 3:05
  be
• 3:05
  spent
• 3:06
  spending
• 3:06
  their
• 3:06
  time
• 3:06
  coaching
• 3:07
  the
• 3:07
  team.
• 3:07
  Yeah,
• 3:09
  so
• 3:09
  I
• 3:09
  think
• 3:09
  it's
• 3:10
  detasking
• 3:11
  is
• 3:11
  about
• 3:11
  trying
• 3:11
  to
• 3:11
  get
• 3:12
  rid
• 3:12
  of
• 3:12
  those
• 3:12
  types
• 3:12
  of
• 3:13
  work
• 3:13
  and
• 3:13
  to
• 3:13
  use
• 3:14
  data
• 3:14
  and
• 3:14
  exceptions
• 3:15
  and
• 3:15
  AI
• 3:16
  to
• 3:16
  basically
• 3:17
  focus
• 3:17
  people
• 3:17
  on
• 3:18
  the
• 3:18
  things
• 3:19
  that
• 3:19
  I
• 3:19
  personally,
• 3:20
  in
• 3:21
  my
• 3:21
  role
• 3:21
  at
• 3:21
  this
• 3:22
  particular
• 3:22
  store,
• 3:22
  need
• 3:23
  to
• 3:23
  do
• 3:23
  today.
• 3:23
  Amen,
• 3:24
  brother.
• 3:24
  I
• 3:24
  mean,
• 3:24
  like,
• 3:25
  yeah,
• 3:25
  that
• 3:25
  was
• 3:25
  one
• 3:25
  of
• 3:25
  my
• 3:26
  least
• 3:26
  favorite
• 3:26
  jobs,
• 3:26
  and
• 3:26
  I
• 3:26
  was
• 3:27
  a
• 3:27
  merchant
• 3:27
  too,
• 3:27
  and
• 3:27
  I
• 3:27
  love
• 3:27
  planographs,
• 3:28
  but
• 3:28
  that
• 3:28
  was
• 3:28
  one
• 3:28
  of
• 3:28
  my
• 3:28
  least
• 3:29
  favorite
• 3:29
  jobs
• 3:29
  because
• 3:30
  at
• 3:30
  the
• 3:30
  end
• 3:30
  of
• 3:31
  the
• 3:31
  day,
• 3:31
  there
• 3:31
  was
• 3:31
  more
• 3:31
  efficient
• 3:32
  uses
• 3:32
  of
• 3:32
  my
• 3:32
  time.
• 3:33
  All
• 3:34
  right,
• 3:34
  so
• 3:34
  another
• 3:34
  term
• 3:34
  that's
• 3:35
  making
• 3:36
  its
• 3:36
  rounds
• 3:36
  across
• 3:36
  the
• 3:37
  industry
• 3:37
  is
• 3:37
  this
• 3:37
  idea
• 3:38
  of
• 3:38
  single.
• 3:38
  Single
• 3:39
  pane
• 3:39
  of
• 3:39
  glass.
• 3:39
  It's
• 3:39
  not
• 3:39
  new.
• 3:40
  It's
• 3:40
  been
• 3:40
  around
• 3:40
  for
• 3:40
  a
• 3:40
  while.
• 3:41
  But
• 3:41
  I'm
• 3:42
  curious,
• 3:42
  like,
• 3:42
  what's
• 3:42
  your
• 3:42
  perspective
• 3:43
  on
• 3:43
  that
• 3:44
  term
• 3:44
  in
• 3:44
  general
• 3:45
  and
• 3:45
  what
• 3:45
  does
• 3:45
  it
• 3:45
  actually
• 3:45
  mean
• 3:46
  in
• 3:46
  practice
• 3:46
  to
• 3:46
  you?
• 3:47
  Concept
• 3:47
  of.
• 3:48
  It
• 3:48
  is
• 3:48
  very
• 3:48
  appealing.
• 3:48
  It's
• 3:49
  a
• 3:49
  single
• 3:49
  place
• 3:49
  where.
• 3:50
  Where
• 3:50
  every
• 3:50
  employee
• 3:51
  can
• 3:51
  go,
• 3:51
  and
• 3:52
  it
• 3:52
  gives
• 3:52
  them
• 3:52
  just
• 3:52
  what
• 3:53
  they
• 3:53
  need
• 3:53
  to
• 3:53
  do
• 3:53
  to
• 3:53
  do
• 3:54
  that
• 3:54
  job.
• 3:54
  Okay.
• 3:56
  I
• 3:56
  don't
• 3:56
  think
• 3:56
  anyone
• 3:57
  has
• 3:57
  ever
• 3:57
  done
• 3:57
  it.
• 3:58
  No.
• 3:58
  Yeah.
• 3:59
  So
• 3:59
  I
• 4:00
  don't
• 4:00
  think
• 4:00
  it
• 4:00
  exists.
• 4:01
  Having
• 4:01
  said
• 4:02
  that,
• 4:02
  I
• 4:03
  think
• 4:03
  at
• 4:03
  Corso,
• 4:03
  we're
• 4:04
  about
• 4:04
  as
• 4:04
  far
• 4:04
  down
• 4:04
  that
• 4:05
  road
• 4:05
  for
• 4:06
  store
• 4:07
  leaders
• 4:07
  and
• 4:08
  for
• 4:08
  area
• 4:08
  leaders
• 4:09
  as
• 4:09
  anyone's
• 4:10
  gone.
• 4:10
  Okay.
• 4:11
  So
• 4:11
  we
• 4:11
  are
• 4:11
  bringing
• 4:12
  together
• 4:12
  all
• 4:12
  the
• 4:12
  work
• 4:13
  that
• 4:13
  or
• 4:14
  most
• 4:14
  of
• 4:14
  the
• 4:14
  work
• 4:14
  that
• 4:14
  they
• 4:14
  need
• 4:15
  to
• 4:15
  do,
• 4:15
  whether
• 4:15
  it's,
• 4:16
  you
• 4:16
  know,
• 4:16
  what
• 4:17
  historically
• 4:17
  would
• 4:17
  have
• 4:18
  been
• 4:18
  called
• 4:18
  a
• 4:18
  task
• 4:18
  or
• 4:18
  a
• 4:18
  walk
• 4:19
  or
• 4:19
  an
• 4:19
  audit
• 4:19
  or
• 4:19
  an
• 4:19
  alert
• 4:20
  or
• 4:20
  an
• 4:20
  exception
• 4:20
  or
• 4:20
  a
• 4:21
  ticket
• 4:21
  or
• 4:21
  a
• 4:21
  maintenance
• 4:21
  ticket
• 4:22
  or
• 4:22
  a
• 4:22
  customer
• 4:22
  callback.
• 4:23
  All
• 4:23
  of
• 4:24
  those
• 4:24
  can
• 4:24
  be
• 4:24
  done
• 4:24
  in
• 4:24
  a
• 4:24
  single
• 4:25
  workflow
• 4:25
  that's
• 4:26
  driven
• 4:26
  by
• 4:26
  data
• 4:26
  in
• 4:27
  an
• 4:27
  intelligent
• 4:27
  way
• 4:27
  in
• 4:28
  Corso.
• 4:29
  Having
• 4:29
  said
• 4:29
  that,
• 4:30
  there
• 4:30
  are
• 4:30
  lots
• 4:30
  of
• 4:30
  things
• 4:31
  we're
• 4:31
  not
• 4:31
  doing.
• 4:31
  Like,
• 4:31
  you
• 4:31
  can't
• 4:32
  check
• 4:32
  your
• 4:32
  pay
• 4:32
  slips,
• 4:33
  and
• 4:33
  I
• 4:33
  don't
• 4:33
  think
• 4:33
  you
• 4:33
  ever
• 4:33
  would
• 4:34
  be
• 4:34
  able
• 4:34
  to
• 4:34
  do
• 4:34
  that.
• 4:34
  Okay,
• 4:35
  so
• 4:35
  we
• 4:36
  Think,
• 4:36
  you
• 4:37
  know,
• 4:37
  you
• 4:37
  might
• 4:37
  be
• 4:37
  able
• 4:38
  to
• 4:38
  bring
• 4:38
  70,
• 4:38
  80%
• 4:39
  of
• 4:39
  it
• 4:39
  into
• 4:39
  a
• 4:39
  single
• 4:40
  pane
• 4:40
  of
• 4:40
  glass.
• 4:40
  But
• 4:41
  the
• 4:41
  vision
• 4:41
  of
• 4:41
  having
• 4:41
  everything
• 4:42
  in
• 4:42
  one
• 4:42
  place
• 4:43
  for
• 4:43
  every
• 4:43
  role
• 4:43
  in
• 4:43
  the
• 4:44
  company,
• 4:44
  I
• 4:45
  think
• 4:45
  is
• 4:46
  aspirational.
• 4:47
  We're
• 4:47
  talking
• 4:47
  about
• 4:47
  technology
• 4:48
  that's
• 4:48
  helping
• 4:48
  the
• 4:48
  store
• 4:49
  teams
• 4:49
  get
• 4:49
  smarter.
• 4:50
  What
• 4:50
  do
• 4:50
  you
• 4:50
  think
• 4:51
  that
• 4:51
  means
• 4:52
  for
• 4:52
  the
• 4:52
  role
• 4:53
  of
• 4:53
  the
• 4:53
  field
• 4:54
  leaders?
• 4:54
  How
• 4:54
  is
• 4:54
  that
• 4:55
  going
• 4:55
  to
• 4:55
  evolve?
• 4:56
  This
• 4:56
  is
• 4:56
  changing
• 4:56
  very
• 4:57
  fast.
• 4:57
  So
• 4:58
  what
• 4:58
  we're
• 4:58
  seeing
• 4:58
  is
• 4:59
  that
• 4:59
  as
• 4:59
  you
• 4:59
  use
• 4:59
  data
• 5:00
  and
• 5:00
  AI
• 5:00
  to
• 5:00
  push
• 5:02
  work
• 5:02
  and
• 5:03
  decision
• 5:03
  making
• 5:04
  and
• 5:04
  action
• 5:04
  taking
• 5:05
  down
• 5:05
  into
• 5:05
  the
• 5:05
  store,
• 5:07
  the
• 5:08
  role
• 5:08
  of
• 5:08
  the
• 5:08
  district
• 5:09
  leader
• 5:09
  is
• 5:09
  evolving
• 5:10
  and
• 5:10
  becoming
• 5:11
  more
• 5:11
  what
• 5:11
  I
• 5:11
  think
• 5:11
  what
• 5:12
  most
• 5:12
  district
• 5:12
  leaders
• 5:13
  would
• 5:13
  like,
• 5:13
  which
• 5:13
  is
• 5:13
  more
• 5:13
  of
• 5:14
  a
• 5:14
  kind
• 5:14
  of
• 5:14
  a
• 5:14
  coach
• 5:14
  and
• 5:14
  a
• 5:15
  person
• 5:15
  who's
• 5:15
  there
• 5:15
  to
• 5:15
  help
• 5:16
  when
• 5:16
  people
• 5:16
  really
• 5:17
  get
• 5:17
  stuck.
• 5:18
  Yeah.
• 5:18
  So
• 5:19
  if
• 5:19
  you
• 5:19
  think
• 5:19
  about
• 5:19
  it
• 5:19
  today,
• 5:21
  how
• 5:21
  does
• 5:21
  it
• 5:21
  work?
• 5:22
  So,
• 5:22
  for
• 5:23
  example,
• 5:23
  a
• 5:23
  couple
• 5:23
  of
• 5:23
  weeks
• 5:23
  ago
• 5:24
  I
• 5:24
  was
• 5:24
  touring
• 5:25
  stores
• 5:25
  with
• 5:25
  a
• 5:25
  market
• 5:26
  director
• 5:26
  and
• 5:27
  he
• 5:27
  said,
• 5:27
  look,
• 5:28
  here
• 5:28
  are
• 5:28
  my
• 5:28
  79
• 5:29
  KPIs,
• 5:29
  here's
• 5:30
  all
• 5:30
  my
• 5:30
  dashboards.
• 5:30
  I'm
• 5:31
  somehow
• 5:31
  meant
• 5:31
  to
• 5:31
  walk
• 5:31
  into
• 5:32
  the
• 5:32
  store
• 5:32
  and
• 5:33
  know
• 5:33
  that
• 5:33
  they
• 5:33
  got
• 5:33
  a
• 5:33
  problem
• 5:34
  with
• 5:34
  hams.
• 5:34
  Yeah.
• 5:38
  But
• 5:38
  if
• 5:38
  I
• 5:38
  can
• 5:39
  detect
• 5:39
  it's
• 5:39
  got
• 5:39
  a
• 5:39
  problem
• 5:39
  with
• 5:39
  hams,
• 5:40
  and
• 5:40
  I
• 5:40
  want
• 5:40
  perhaps
• 5:40
  the
• 5:41
  store
• 5:41
  to
• 5:41
  have
• 5:41
  fixed
• 5:41
  it
• 5:42
  before
• 5:42
  I
• 5:43
  get
• 5:43
  there.
• 5:43
  And
• 5:43
  I
• 5:43
  should
• 5:43
  only
• 5:44
  really
• 5:44
  be
• 5:44
  there
• 5:44
  to
• 5:44
  help
• 5:45
  them
• 5:45
  if
• 5:46
  they're
• 5:46
  getting
• 5:46
  stuck
• 5:46
  on
• 5:47
  things
• 5:47
  that
• 5:47
  they
• 5:47
  don't
• 5:47
  know
• 5:47
  how
• 5:47
  to
• 5:47
  fix.
• 5:48
  Yeah,
• 5:49
  right.
• 5:49
  So
• 5:49
  I
• 5:49
  think
• 5:49
  that
• 5:50
  kind
• 5:50
  of
• 5:50
  diagnostic
• 5:51
  role
• 5:51
  is
• 5:51
  pushing
• 5:51
  down
• 5:52
  into
• 5:52
  the
• 5:52
  stores
• 5:52
  and
• 5:53
  the
• 5:53
  field
• 5:53
  leaders,
• 5:53
  becoming
• 5:54
  more
• 5:54
  of
• 5:54
  a
• 5:54
  coach
• 5:55
  and
• 5:55
  more
• 5:55
  of
• 5:56
  having
• 5:56
  a
• 5:56
  broader
• 5:57
  kind
• 5:57
  of
• 5:57
  more
• 5:58
  strategic
• 5:58
  role.
• 5:58
  And
• 5:59
  I
• 5:59
  felt
• 5:59
  that
• 5:59
  pain
• 5:59
  every
• 6:00
  single
• 6:00
  day.
• 6:00
  Like,
• 6:01
  you
• 6:01
  know,
• 6:01
  you'd
• 6:01
  be
• 6:01
  expected
• 6:02
  to
• 6:02
  go
• 6:02
  in
• 6:02
  and
• 6:02
  diagnose
• 6:02
  these
• 6:03
  problems.
• 6:03
  And
• 6:04
  the
• 6:04
  part
• 6:04
  you
• 6:05
  said
• 6:05
  about
• 6:05
  too,
• 6:05
  like
• 6:05
  the
• 6:05
  dashboards.
• 6:06
  The
• 6:06
  dashboards
• 6:07
  are
• 6:07
  just
• 6:07
  overwhelming
• 6:08
  the
• 6:08
  number
• 6:08
  of
• 6:08
  data
• 6:08
  and
• 6:09
  like.
• 6:09
  Yeah.
• 6:09
  You
• 6:09
  just
• 6:09
  can't
• 6:10
  possibly
• 6:10
  check
• 6:11
  the
• 6:11
  whole
• 6:11
  thing.
• 6:11
  And
• 6:11
  so
• 6:12
  it
• 6:13
  just
• 6:13
  doesn't
• 6:13
  make
• 6:13
  sense
• 6:13
  and
• 6:14
  it's
• 6:14
  a
• 6:14
  lot
• 6:14
  of
• 6:14
  wasted
• 6:14
  energy.
• 6:15
  But,
• 6:15
  you
• 6:15
  know,
• 6:16
  in
• 6:16
  the
• 6:16
  perfect
• 6:17
  segment,
• 6:17
  the
• 6:17
  segue
• 6:17
  of
• 6:18
  all
• 6:18
  time
• 6:18
  that
• 6:18
  I've
• 6:18
  always
• 6:18
  wanted
• 6:19
  to
• 6:19
  make,
• 6:19
  I
• 6:19
  want
• 6:19
  to
• 6:19
  go
• 6:19
  from
• 6:19
  ham
• 6:20
  to
• 6:20
  AI
• 6:21
  Julian.
• 6:22
  So
• 6:22
  I
• 6:22
  want
• 6:23
  to
• 6:23
  close
• 6:23
  with
• 6:23
  this.
• 6:23
  I
• 6:23
  want
• 6:23
  to
• 6:24
  get
• 6:24
  us
• 6:24
  out
• 6:24
  of
• 6:24
  here
• 6:24
  on
• 6:24
  this.
• 6:25
  So,
• 6:25
  you
• 6:25
  know,
• 6:25
  AI,
• 6:26
  you,
• 6:26
  you
• 6:26
  mentioned
• 6:27
  it
• 6:27
  in
• 6:27
  that
• 6:27
  last
• 6:27
  statement,
• 6:27
  actually.
• 6:28
  So,
• 6:28
  in
• 6:28
  all
• 6:29
  seriousness.
• 6:29
  So,
• 6:30
  so,
• 6:30
  but
• 6:30
  the
• 6:30
  question
• 6:31
  is
• 6:31
  how
• 6:31
  far
• 6:32
  should
• 6:32
  retailers
• 6:32
  let
• 6:33
  AI
• 6:33
  optimize
• 6:34
  their
• 6:34
  store
• 6:35
  operations?
• 6:35
  And,
• 6:36
  and,
• 6:36
  and
• 6:36
  how
• 6:36
  should
• 6:36
  they
• 6:36
  think
• 6:37
  about
• 6:37
  that
• 6:37
  in
• 6:37
  terms
• 6:37
  of
• 6:37
  the
• 6:38
  dichotomy
• 6:38
  of
• 6:39
  what
• 6:39
  still
• 6:39
  requires
• 6:40
  human
• 6:40
  oversight?
• 6:41
  That's
• 6:41
  the
• 6:41
  question
• 6:41
  I
• 6:41
  want
• 6:42
  to
• 6:42
  talk
• 6:42
  to
• 6:42
  you
• 6:42
  about.
• 6:42
  So
• 6:43
  what
• 6:43
  are
• 6:43
  you
• 6:43
  hearing
• 6:44
  from
• 6:44
  executives
• 6:45
  at
• 6:45
  this
• 6:45
  event.
• 6:45
  What
• 6:46
  did
• 6:46
  they.
• 6:46
  How
• 6:46
  do
• 6:46
  they
• 6:46
  think
• 6:46
  about
• 6:47
  balancing
• 6:48
  AI
• 6:48
  versus
• 6:49
  human
• 6:49
  interaction
• 6:49
  or
• 6:50
  human
• 6:50
  responsibility
• 6:50
  in
• 6:51
  the
• 6:51
  store?
• 6:52
  So
• 6:52
  two
• 6:52
  years
• 6:52
  ago,
• 6:53
  if
• 6:54
  you'd
• 6:54
  asked
• 6:54
  me
• 6:54
  that
• 6:54
  question,
• 6:54
  I'd
• 6:55
  said
• 6:55
  most
• 6:56
  retailers
• 6:56
  are
• 6:57
  firmly
• 6:58
  towards
• 6:58
  the
• 6:58
  we
• 6:58
  must
• 6:59
  remain
• 6:59
  in
• 6:59
  control
• 6:59
  of
• 6:59
  everything.
• 7:00
  So
• 7:00
  they
• 7:00
  probably
• 7:01
  battle
• 7:01
  one
• 7:01
  out
• 7:01
  of
• 7:02
  five
• 7:02
  on
• 7:03
  a
• 7:03
  scale
• 7:03
  of,
• 7:03
  you
• 7:03
  know,
• 7:04
  human
• 7:04
  control
• 7:05
  to
• 7:05
  AI
• 7:06
  running
• 7:06
  everything.
• 7:07
  I
• 7:07
  think
• 7:07
  today
• 7:07
  we're
• 7:08
  about
• 7:08
  three
• 7:08
  and
• 7:08
  a
• 7:09
  half.
• 7:09
  Okay.
• 7:10
  So
• 7:11
  there's
• 7:11
  been
• 7:11
  a
• 7:11
  rapid
• 7:11
  shift.
• 7:12
  Having
• 7:12
  said
• 7:12
  that,
• 7:13
  everyone
• 7:13
  at
• 7:14
  the
• 7:14
  event,
• 7:15
  when
• 7:15
  you
• 7:15
  present
• 7:16
  them
• 7:16
  the
• 7:16
  logical
• 7:16
  conclusions
• 7:17
  of
• 7:17
  doing
• 7:17
  absolutely
• 7:18
  everything
• 7:18
  through
• 7:18
  AI,
• 7:19
  felt
• 7:19
  that
• 7:20
  they
• 7:20
  weren't
• 7:20
  quite
• 7:20
  ready
• 7:21
  for
• 7:21
  that
• 7:21
  yet,
• 7:21
  or
• 7:22
  it
• 7:22
  might
• 7:22
  not
• 7:22
  be
• 7:22
  appropriate
• 7:23
  for
• 7:23
  that
• 7:23
  particular
• 7:24
  bit
• 7:24
  of
• 7:24
  the
• 7:24
  problem.
• 7:26
  Let
• 7:26
  me
• 7:26
  give
• 7:26
  you
• 7:26
  a
• 7:26
  very
• 7:27
  specific
• 7:27
  example.
• 7:28
  Corsa
• 7:29
  uses
• 7:29
  lots
• 7:29
  of
• 7:29
  different
• 7:29
  types
• 7:30
  of
• 7:30
  AI
• 7:30
  across
• 7:31
  the
• 7:31
  platform.
• 7:32
  For
• 7:32
  one
• 7:32
  of
• 7:33
  the
• 7:33
  things
• 7:33
  we
• 7:33
  do,
• 7:34
  we
• 7:34
  essentially
• 7:34
  watch
• 7:35
  lots
• 7:35
  of
• 7:35
  operational
• 7:36
  data
• 7:36
  and
• 7:37
  trigger
• 7:37
  an
• 7:37
  alert
• 7:38
  when
• 7:38
  something
• 7:38
  goes
• 7:38
  wrong.
• 7:39
  Okay.
• 7:41
  For
• 7:41
  something
• 7:41
  like
• 7:42
  a
• 7:44
  product
• 7:44
  recall,
• 7:46
  they're
• 7:46
  saying
• 7:47
  we
• 7:47
  absolutely
• 7:48
  need
• 7:48
  to
• 7:48
  know
• 7:49
  that
• 7:49
  that
• 7:49
  product
• 7:50
  is
• 7:50
  being
• 7:51
  taken
• 7:51
  off
• 7:51
  the
• 7:51
  shelf.
• 7:52
  So,
• 7:53
  you
• 7:53
  know,
• 7:53
  we
• 7:54
  want
• 7:54
  to
• 7:54
  use
• 7:54
  a
• 7:54
  more
• 7:55
  kind
• 7:55
  of
• 7:55
  deterministic
• 7:56
  model
• 7:56
  for
• 7:56
  that.
• 7:56
  You
• 7:57
  know,
• 7:57
  we
• 7:57
  want
• 7:57
  a
• 7:57
  more
• 7:57
  rules
• 7:57
  based,
• 7:58
  machine
• 7:58
  learning
• 7:59
  approach
• 7:59
  to
• 7:59
  that.
• 8:00
  But
• 8:00
  then
• 8:01
  there
• 8:01
  are
• 8:01
  other
• 8:01
  areas,
• 8:02
  for
• 8:02
  example,
• 8:03
  where
• 8:04
  we're
• 8:04
  much
• 8:04
  happier
• 8:04
  to
• 8:05
  have,
• 8:06
  you
• 8:06
  know,
• 8:06
  an
• 8:06
  LLM
• 8:07
  or
• 8:07
  the
• 8:07
  equivalent
• 8:07
  actually
• 8:08
  optimizing
• 8:08
  stuff
• 8:09
  for
• 8:09
  us.
• 8:10
  So,
• 8:10
  for
• 8:10
  example,
• 8:11
  an
• 8:12
  LLM
• 8:12
  might
• 8:12
  be
• 8:13
  helpful
• 8:14
  in
• 8:14
  sifting
• 8:15
  through
• 8:15
  all
• 8:15
  our
• 8:15
  kind
• 8:15
  of
• 8:16
  SOPs
• 8:16
  and
• 8:16
  come
• 8:17
  up
• 8:17
  with
• 8:17
  a
• 8:17
  personalized
• 8:18
  plan
• 8:19
  on
• 8:19
  how
• 8:19
  to
• 8:19
  fix
• 8:20
  a
• 8:20
  particular
• 8:20
  issue.
• 8:21
  Yeah,
• 8:22
  so
• 8:22
  I
• 8:23
  think
• 8:23
  what
• 8:23
  we're
• 8:23
  seeing
• 8:23
  is
• 8:23
  it's
• 8:24
  a
• 8:24
  very
• 8:24
  nuanced
• 8:25
  solution.
• 8:25
  In
• 8:26
  some
• 8:26
  places
• 8:26
  you
• 8:26
  want
• 8:27
  a
• 8:27
  much
• 8:27
  more
• 8:27
  deterministic
• 8:28
  kind
• 8:28
  of
• 8:28
  rules
• 8:28
  based
• 8:29
  solution.
• 8:29
  In
• 8:30
  some
• 8:30
  places
• 8:30
  ML
• 8:31
  is
• 8:31
  great,
• 8:32
  and
• 8:32
  in
• 8:32
  some
• 8:32
  places
• 8:33
  Genai
• 8:34
  can
• 8:35
  work
• 8:35
  magic,
• 8:36
  but
• 8:36
  you
• 8:36
  need
• 8:36
  to
• 8:37
  be
• 8:37
  doing
• 8:37
  all
• 8:37
  of
• 8:37
  them
• 8:38
  and
• 8:38
  bring
• 8:38
  them
• 8:38
  all
• 8:39
  together
• 8:39
  in
• 8:39
  one
• 8:39
  place
• 8:39
  and
• 8:40
  be
• 8:40
  very
• 8:40
  transparent
• 8:40
  around
• 8:41
  what
• 8:41
  you're
• 8:41
  doing.
• 8:42
  Right.
• 8:42
  So
• 8:43
  net
• 8:43
  net,
• 8:44
  there's
• 8:45
  no
• 8:45
  one
• 8:45
  right
• 8:45
  way.
• 8:45
  You've
• 8:45
  always
• 8:46
  got
• 8:46
  to
• 8:46
  have
• 8:46
  a
• 8:46
  balance,
• 8:46
  which
• 8:47
  is,
• 8:47
  which
• 8:47
  is
• 8:47
  why
• 8:47
  we
• 8:48
  love
• 8:48
  talking
• 8:48
  to
• 8:48
  you,
• 8:48
  Julian.
• 8:49
  I
• 8:49
  mean,
• 8:49
  you
• 8:49
  and
• 8:49
  the
• 8:49
  team
• 8:49
  at
• 8:49
  Corso
• 8:50
  do
• 8:50
  such
• 8:50
  a
• 8:50
  great
• 8:50
  job
• 8:51
  of
• 8:51
  thinking
• 8:51
  about
• 8:51
  the
• 8:51
  next
• 8:52
  level
• 8:52
  of
• 8:52
  where
• 8:53
  store
• 8:53
  operations
• 8:54
  is
• 8:54
  going.
• 8:55
  So
• 8:55
  thank
• 8:55
  you
• 8:55
  for
• 8:55
  joining
• 8:56
  us
• 8:56
  today.
• 8:56
  It
• 8:56
  was
• 8:56
  great
• 8:57
  pleasure.
• 8:58
  Thank
• 8:58
  you
• 8:58
  for
• 8:58
  having
• 8:59
  me.