#AI 6: Consumer Brands Use AI to Further Engagement w/ Claudine Bianchi

WEBVTT 1 00:00:00.080 --> 00:00:04.519 Are you struggling to come up with original content weekend and week out? Start 2 00:00:04.559 --> 00:00:09.189 a podcast, interview your ideal clients, let them talk about what they care 3 00:00:09.230 --> 00:00:14.150 about most, and never run out of content ideas again. Learn more at 4 00:00:14.189 --> 00:00:23.940 sweet fish Mediacom. You're listening to BB growth, a daily podcast for BTB 5 00:00:24.100 --> 00:00:28.179 leaders. We've interviewed names you've probably heard before, like Gary Vannerd truck and 6 00:00:28.219 --> 00:00:32.020 Simon Senek, but you've probably never heard from the majority of our guests. 7 00:00:32.659 --> 00:00:37.450 That's because the bulk of our interviews aren't with professional speakers and authors. Most 8 00:00:37.530 --> 00:00:41.570 of our guests are in the trenches leading sales and marketing teams. They're implementing 9 00:00:41.649 --> 00:00:46.609 strategy, they're experimenting with tactics, they're building the fastest growing BB companies in 10 00:00:46.649 --> 00:00:49.969 the world. My name is James Carberry. I'm the founder of sweet fish 11 00:00:50.000 --> 00:00:53.479 media, a podcast agency for BB brands, and I'm also one of the 12 00:00:53.600 --> 00:00:57.840 cohosts of the show. When we're not interviewing sales and marketing leaders, you'll 13 00:00:57.880 --> 00:01:00.560 hear stories from behind the scenes of our own business. Will share the ups 14 00:01:00.600 --> 00:01:04.230 and downs of our journey as we attempt to take over the world. Just 15 00:01:04.430 --> 00:01:15.549 getting well, maybe let's get into the show. Welcome. This is Samantha 16 00:01:15.670 --> 00:01:19.780 Stone, your host for trust in the age of artificial intelligence, and I 17 00:01:19.859 --> 00:01:23.140 am very excited today because I have the CMO of Zulu, clouding biancy, 18 00:01:23.219 --> 00:01:26.780 with me today, and the reason I'm so excited is we're actually going to 19 00:01:26.819 --> 00:01:33.849 talk a lot about practical applications of artificial intelligence and interacting with customers and buyers, 20 00:01:34.129 --> 00:01:38.250 and she has some amazing examples of how this technology is being applied to 21 00:01:38.290 --> 00:01:42.450 Zoho customers and I am really thrilled to be able to share those with you. 22 00:01:42.689 --> 00:01:47.090 Welcome, plotting. Thanks for having you, Samantha. Prior to recording 23 00:01:47.159 --> 00:01:51.040 our conversation to day, we were chatting and you were sharing some really excellent 24 00:01:51.120 --> 00:01:56.640 examples of how artificial intelligence actually is being used in ways to help us, 25 00:01:56.680 --> 00:01:59.319 and I was surprised by a couple of examples, but as soon as you 26 00:01:59.560 --> 00:02:00.909 said them, I was like this light bulb went on. I'm like, 27 00:02:00.989 --> 00:02:05.709 yes, but this is how it should work. So I want to talk 28 00:02:05.750 --> 00:02:08.229 a little bit about whirlpool because I thought one particularly resonated with me. I 29 00:02:08.310 --> 00:02:14.110 recently renovated my kitchen and put new appliances is and I actually found the process 30 00:02:14.150 --> 00:02:17.900 a little bit frustrating and picking out which appliances I should use. They went 31 00:02:17.900 --> 00:02:23.860 into one of the big box stores and the person there wasn't particularly helpful and 32 00:02:24.340 --> 00:02:28.539 I think it would have been a lot easier and have the use some of 33 00:02:28.580 --> 00:02:30.330 the techniques that you were talking about. So share that with us. Yeah, 34 00:02:30.449 --> 00:02:36.090 so it's amazing when we when we shop online or get information or even 35 00:02:36.129 --> 00:02:40.050 going into the store, when you look at the information cards that they have, 36 00:02:40.330 --> 00:02:45.400 it's all text spects, right. So they talk in terms of cubic 37 00:02:45.560 --> 00:02:50.319 feet, they talk in terms of water flow and water pressure and all these 38 00:02:50.400 --> 00:02:53.120 other terms that, frankly, you know, concerned. But you know, 39 00:02:53.240 --> 00:03:00.469 I have two kids and I need to wash clothes almost every day because they 40 00:03:00.509 --> 00:03:04.030 have school uniforms. You know, I have this amount of space I can 41 00:03:04.069 --> 00:03:07.550 put the washermanship that's not the only technic thing I want to worry about is 42 00:03:07.590 --> 00:03:13.580 the size. But today we're confronted with all these these weird things like how 43 00:03:13.620 --> 00:03:15.860 many how much water goes through it and stuff, and as no meaning to 44 00:03:15.979 --> 00:03:20.259 me. So it Worldpool did, which I think is fascinating. This, 45 00:03:20.419 --> 00:03:25.860 instead of just presenting all these technical specifications to the potential clients and customers, 46 00:03:27.449 --> 00:03:30.210 what they do is they ask a series of questions that are relevant to me. 47 00:03:30.849 --> 00:03:35.370 You have a family to live in a home. How many washes do 48 00:03:35.610 --> 00:03:38.729 do per week? You Know How many? How many people are you washing 49 00:03:38.930 --> 00:03:43.599 for to do mostly whites or colors? These are all questions I can actually 50 00:03:43.599 --> 00:03:49.120 answer exactly. They not ask what your cubic foot requirements are. They're asking 51 00:03:49.159 --> 00:03:53.919 you how are you intend on using their washer or dryer? And it's funny. 52 00:03:53.919 --> 00:04:00.949 It's taking the in store type of experience that you used to having and 53 00:04:00.110 --> 00:04:03.789 then moving into a digital experience, right. So all of a sudden, 54 00:04:03.830 --> 00:04:08.430 what you because if you walk into a store and say you go to one 55 00:04:08.469 --> 00:04:13.900 of the local appliance stores here, and a customer service representative goes up to 56 00:04:13.939 --> 00:04:16.180 you, sales associate, they're not going to ask you you know. So 57 00:04:16.420 --> 00:04:19.019 how many cubic feed are you looking for? The Din to ask you the 58 00:04:19.060 --> 00:04:25.050 same set of questions. So with digital assistance can provide in the digital world 59 00:04:25.129 --> 00:04:30.810 as having those type of interactions where it's healing like conversations, not drowned in 60 00:04:30.889 --> 00:04:35.610 technical specifications, right, so you can get what you want without having to 61 00:04:35.769 --> 00:04:40.680 know all those line by line items that as drag the sales process down just 62 00:04:40.720 --> 00:04:43.639 confused the customer. You know, a man, I wish I had had 63 00:04:43.720 --> 00:04:46.240 that. I mean I the only text Bac Guy Really had when I walked 64 00:04:46.240 --> 00:04:49.399 in was what color I wanted to expose through my kitchen. But you know, 65 00:04:49.519 --> 00:04:53.350 I there's also this part of me, the market apart, in this 66 00:04:53.470 --> 00:04:57.149 kind of drooling over this kind of data collection. Because one of the things 67 00:04:57.230 --> 00:05:00.149 as yes, I may not know what text bacts are, but I even 68 00:05:00.189 --> 00:05:03.189 if I did, if I told you I need sixteen cubic fee or I 69 00:05:03.350 --> 00:05:06.300 need this love of water flow, you, as a brand don't actually know 70 00:05:06.459 --> 00:05:09.779 me. You don't actually know a lot to be able to follow up and 71 00:05:09.860 --> 00:05:13.339 marketing. But if you know that I wash every day and I have four 72 00:05:13.459 --> 00:05:16.180 kids and you know, depending on the nature of the questions, we ask 73 00:05:16.259 --> 00:05:19.259 how much space hits in and my live in a private home and my rent, 74 00:05:19.300 --> 00:05:24.089 it could be like all these really relevant questions that let the machine say 75 00:05:24.850 --> 00:05:28.250 what to offer me. You know, the MIT, the artificial talent at 76 00:05:28.290 --> 00:05:31.089 this is the right system for you, but also to get to know me 77 00:05:31.329 --> 00:05:34.800 and the the next evolution, and I don't think everybody's doing it yet. 78 00:05:35.079 --> 00:05:40.959 I dream about is what are they now going to do with that information as 79 00:05:41.000 --> 00:05:45.240 a brand relationship with me post purchase. Sure's I don't know what other companies 80 00:05:45.279 --> 00:05:48.319 are doing, but certainly zoo is collecting all this information about you and not. 81 00:05:48.399 --> 00:05:51.389 Obviously, you know, we're not violating any GDP are things, but 82 00:05:51.470 --> 00:05:57.350 we're starting to understand that, you know, mothers of a certain age or 83 00:05:57.389 --> 00:06:00.389 the certain medic kids are kind to prefer this kind of machine and we can 84 00:06:00.550 --> 00:06:03.939 start changing the questions so that when we see someone that fits your person, 85 00:06:04.180 --> 00:06:09.019 we ask them the right questions, and not only asking them the right questions, 86 00:06:09.060 --> 00:06:12.259 because the right order of those questions, which questions are working, which 87 00:06:12.300 --> 00:06:16.500 ones aren't, and then actually having the system make recommendations for you. Say, 88 00:06:16.899 --> 00:06:20.050 well, we ask her about the color of the machine, her propensity. 89 00:06:20.290 --> 00:06:24.290 You know, at this stage in the the questionnaire, you know by 90 00:06:24.329 --> 00:06:27.209 the time you get to the end she's not going to buy. So move 91 00:06:27.290 --> 00:06:30.050 out the color to the end, because that you could help her visualize it. 92 00:06:30.209 --> 00:06:31.730 You know, whatever the a I think he is, or because I 93 00:06:31.810 --> 00:06:36.240 have this massive data that says this is the order that you should be actually 94 00:06:36.240 --> 00:06:42.480 addressing Samantha as she goes to guy, you know, a washing machine or 95 00:06:42.480 --> 00:06:45.720 driver. I just the day that we can get to this. And here's 96 00:06:45.720 --> 00:06:48.310 the amazing part to me, for those are listening, it's the technology is 97 00:06:48.389 --> 00:06:51.870 just to do this today, absolutely right, and we just got to retrain 98 00:06:51.990 --> 00:06:58.230 the way we think as business leaders and marketers and customer service. And a 99 00:06:58.310 --> 00:07:00.269 lot of times, I think marketers don't even think about that part of the 100 00:07:00.350 --> 00:07:04.379 process as their job. Would imagine if we can get our hands on that 101 00:07:04.540 --> 00:07:09.660 information and we can even put into and putting design of product in the future 102 00:07:09.779 --> 00:07:13.660 right. It is a lot of application and absolutely a lot of I think 103 00:07:13.699 --> 00:07:17.930 what we go through is choice paralysis. Almost we get too much. We 104 00:07:18.050 --> 00:07:21.170 have all this choice out there, but it's really hard to nail and what's 105 00:07:21.209 --> 00:07:26.490 the right thing for us and actually have confidence about making the purchase decision. 106 00:07:27.009 --> 00:07:30.279 This goes for enterprise software, IT GOES FOR CARS, it goes for, 107 00:07:30.959 --> 00:07:33.079 you know, hair and beauty products, for the mistakes. I mean it's 108 00:07:33.120 --> 00:07:38.279 everywhere. We eat confidence, but there's just so much choice we're afraid to 109 00:07:38.360 --> 00:07:42.399 make a decision, so we don't, no one ends up buying and sellers 110 00:07:42.439 --> 00:07:45.629 get frustrated. Yeah, and you know, a lot of times it may 111 00:07:45.629 --> 00:07:47.389 be that with the way we answer questions it comes up with not a great 112 00:07:47.470 --> 00:07:50.230 fit. Maybe we don't have the right model it's going to meet their needs 113 00:07:50.269 --> 00:07:56.189 or their budget or whatever those criterias are. But instead of just accepting that 114 00:07:56.269 --> 00:07:59.740 and moving on to the next customer, we actually can take that information and 115 00:07:59.779 --> 00:08:01.300 act on it and do something with it. If we see enough people like 116 00:08:01.500 --> 00:08:05.139 that that we're not serving now, we can go back and find a way 117 00:08:05.139 --> 00:08:07.980 maybe to sert that audience. Yeah, well, today's world, I'd be 118 00:08:07.060 --> 00:08:11.579 big data and there is a lot, a lot of data out there. 119 00:08:11.100 --> 00:08:15.970 It's chuck full of information, but we just don't know how to extract it 120 00:08:16.089 --> 00:08:18.889 to make it needful, and Ai, I think, is really helping us 121 00:08:20.050 --> 00:08:24.610 to get there so that we can make these applications that really do help customers, 122 00:08:24.649 --> 00:08:28.839 consumers, buyers, make better decisions in their purchasing activities. I want 123 00:08:28.839 --> 00:08:33.279 to talk a little bit about not so great experience that you had recently, 124 00:08:33.360 --> 00:08:35.919 and I won't shame the pharmacy specifically by naming them, but you had a 125 00:08:37.000 --> 00:08:39.879 recent experience where you were trying trying to order refillip prescription. Let's kind of 126 00:08:39.919 --> 00:08:43.429 talk our audience through what happened there, because it's it's a good opportunity for 127 00:08:43.549 --> 00:08:46.750 us to do better. Sure, so it is typical. Example, I 128 00:08:46.870 --> 00:08:52.870 travel a lot. I have a prescription that's going to run out in wall. 129 00:08:52.149 --> 00:08:56.740 I'm going to be on the road, so I called this particular pharmacy 130 00:08:58.220 --> 00:09:00.779 and I got their automated botton who said, you know, I'm going to 131 00:09:00.779 --> 00:09:03.419 help guide you through this discussion. Is Great. Each of my it's always 132 00:09:03.460 --> 00:09:05.899 activated now, so I don't even have to key anything, and I thought, 133 00:09:05.940 --> 00:09:09.330 Oh, this is going well. So I give him him. It 134 00:09:09.450 --> 00:09:15.970 was an like that. You this is like you've made this a person now. 135 00:09:16.090 --> 00:09:20.049 So, whether it was intentional or not, you feel like you're interacting 136 00:09:20.090 --> 00:09:24.799 with somebody representing the company. That absolutely so this him, he, whatever 137 00:09:24.960 --> 00:09:28.399 his name is. You don't ask me questions. I give my prescription number, 138 00:09:28.440 --> 00:09:31.120 he verifies the prescription, my name, all this type of stuff. 139 00:09:31.159 --> 00:09:35.039 It's great, and we're on the phone for a while giving them all this 140 00:09:35.159 --> 00:09:41.309 information, and then he says, well, it's too soon to refill this 141 00:09:41.429 --> 00:09:45.549 prescription and I was like, well, yeah, but I need to refill 142 00:09:45.590 --> 00:09:46.950 it. I'll be on the road, but then the time I need it, 143 00:09:48.549 --> 00:09:50.870 and I said that into the phone as if I'm talking to the guy 144 00:09:52.389 --> 00:09:54.899 and he said, what next question? Would you like to refill another prescription? 145 00:09:56.139 --> 00:09:58.019 I was like, well, no, I want to talk to sound 146 00:09:58.019 --> 00:10:03.620 about this prescription. And he again ask is there another prescription I can help 147 00:10:03.659 --> 00:10:05.940 you with? And and he asked me this once or twice and then he 148 00:10:07.019 --> 00:10:18.129 hangs up. This best, I mean he has up on me. So 149 00:10:18.289 --> 00:10:22.759 frustrated this point because now I know I have to go to the pharmacist and 150 00:10:22.919 --> 00:10:28.399 talk to the pharmacism person right. So that's something weach more we should work 151 00:10:28.480 --> 00:10:31.639 is he should either give me, he should route me to a person that 152 00:10:31.759 --> 00:10:35.559 could help me or just say sorry, I'm not a quick to do this. 153 00:10:35.950 --> 00:10:39.110 Can I route you to the pharmacy? Says, touch your local pharmacy 154 00:10:39.190 --> 00:10:43.629 store, but they didn't do that. Yeah, and and by the way, 155 00:10:43.710 --> 00:10:46.149 when they route you, or should they should alert that local store that 156 00:10:46.230 --> 00:10:48.549 you've had an issue. So, even if it's just when you come in 157 00:10:48.669 --> 00:10:54.059 in person, they know all this history and you know. Thank you for 158 00:10:54.139 --> 00:10:56.100 sharing that example. I think we all kind of come up with lots of 159 00:10:56.220 --> 00:11:00.019 examples like that, and the reason I want to do that is we need 160 00:11:00.100 --> 00:11:05.049 to retrain ourselves to think about how we use technology to interact. There's a. 161 00:11:05.409 --> 00:11:09.009 You know, we under doing that voice activated thing that you went through. 162 00:11:09.009 --> 00:11:11.889 That sort of could it's actually difficult work and it's meaningful and that brand 163 00:11:13.090 --> 00:11:16.250 invested in doing that and their intentions were good. Their intentions were not to 164 00:11:16.330 --> 00:11:20.159 frustrate their customers. They wanted to have a conversation with you. But we 165 00:11:20.399 --> 00:11:26.720 fell down because they didn't anticipate when something doesn't work according to my script, 166 00:11:26.799 --> 00:11:30.720 what's going to happen. And I think it's our obligation and our opportunity as 167 00:11:30.799 --> 00:11:33.509 marketer just to figure out and anticipate when something goes wrong, what do we 168 00:11:33.590 --> 00:11:39.470 do and how do we make that smooth transition and over right, because instead 169 00:11:39.470 --> 00:11:41.950 of a positive I was going along very well, I would have a very 170 00:11:41.990 --> 00:11:46.700 positive experience with this particular brand, but it felt flat. With want one 171 00:11:46.740 --> 00:11:50.620 little que that they can make, a one rule or something. They just 172 00:11:50.700 --> 00:11:54.419 fell short. So that's what I think. We were taking the technology so 173 00:11:54.539 --> 00:11:58.620 far, but not far enough. Yeah, that's an opportunity. Let's talk 174 00:11:58.620 --> 00:12:01.649 about the work that you guys do in Amazon, because that's another great example 175 00:12:01.769 --> 00:12:03.690 of something that I actually think is working really well. Right. So let's 176 00:12:03.690 --> 00:12:09.610 talk about talk about that. Yeah, so Amazon uses us in so some 177 00:12:09.730 --> 00:12:13.169 of their product categories and to listen, to use cameras. For example, 178 00:12:13.490 --> 00:12:16.600 I go to Amazon. I want to find a camera for my daughter, 179 00:12:16.639 --> 00:12:20.679 right. So we're going on vacation. She's fifteen. She on something that 180 00:12:20.759 --> 00:12:26.720 she can put in her little pocket book there and I typing cameras in Amazon 181 00:12:26.879 --> 00:12:31.909 and I get fortyzero responses. Fortyzero, and cameras out there overwhelming. Yeah, 182 00:12:33.350 --> 00:12:35.909 now they do bring me out and they give me filters, which is 183 00:12:35.950 --> 00:12:37.629 nice. If you go left hand side I can pick out filters, but 184 00:12:37.950 --> 00:12:43.110 it's all based on aperture and lends, sizes and all these technical things. 185 00:12:43.149 --> 00:12:46.340 I don't know anything about that. I made all I want her to do 186 00:12:46.580 --> 00:12:52.259 is pointed something. So Amazon's brilliant and they've discovered on some of these more 187 00:12:52.299 --> 00:12:56.580 complex sales what they need is these digital systems, and a digital systems will 188 00:12:56.820 --> 00:13:03.210 ask. It'll take all those technical specifications and actually make them to human language. 189 00:13:03.690 --> 00:13:07.490 So if you need something that's aperture rating, right, instead of asking 190 00:13:07.490 --> 00:13:11.850 you what apertures you need, it'll ask you something simple like are you going 191 00:13:11.889 --> 00:13:15.200 to take photos at night? Right? Do you want a big camera or 192 00:13:15.200 --> 00:13:18.480 a little camera, or you know the size of the carriage, they say, 193 00:13:18.559 --> 00:13:20.120 you know, this is something heavy or something like all the last few 194 00:13:20.120 --> 00:13:24.399 it's like, well, will you be taking this traveling right? Do you 195 00:13:24.440 --> 00:13:28.470 want something small enough to fit into your purse? Where your briefcase? You 196 00:13:28.509 --> 00:13:31.509 your pocket right, all these types of human questions that it can nail down 197 00:13:31.629 --> 00:13:35.870 those fortyzero choices I have down to maybe a handful that I can then go 198 00:13:35.990 --> 00:13:39.789 and explore on my own, you know, and then read about the reviews, 199 00:13:39.830 --> 00:13:43.580 because reviews are very important here, because that's the human connection to that 200 00:13:43.700 --> 00:13:46.500 we bring to that buying decision. So I think, I think it's really 201 00:13:46.539 --> 00:13:52.259 Amazon is doing, because it's actually helping you. It's providing that in store 202 00:13:52.299 --> 00:13:58.049 experience online. I think that's so critical and that that is the magic here, 203 00:13:58.370 --> 00:14:01.490 isn't that? They've said, hey, we're only we're going to try 204 00:14:01.529 --> 00:14:05.289 and manually think of all the questions to ask and we're to try and stay 205 00:14:05.330 --> 00:14:07.370 on top because you have too many product categories. Of prob they couldn't possibly 206 00:14:07.450 --> 00:14:11.840 do that. And even if you have a smaller sort of product categories, 207 00:14:11.080 --> 00:14:16.200 there's so much richness to be learned and from the experience of those digital assistant 208 00:14:16.200 --> 00:14:22.879 interactions and gives you the opportunity to scale human interactions and ways that we just 209 00:14:22.960 --> 00:14:26.190 can't do. We just can't hire enough people to have every person interact with 210 00:14:26.269 --> 00:14:30.269 this right and shoppers don't always want to talk to a real person. Let's 211 00:14:30.269 --> 00:14:33.710 be honest. Sometimes it's three o'clock in the morning and I have insomnia and 212 00:14:33.710 --> 00:14:37.590 I you know, I just want to go on and buy camera for the 213 00:14:37.669 --> 00:14:39.100 trip that's coming, because that's why I can't sleep, because I'm stressed out, 214 00:14:39.100 --> 00:14:43.860 because I don't have anything ready to pack. Right exactly, since any 215 00:14:43.899 --> 00:14:46.340 times pay for seven right that you can get this information that you're not going 216 00:14:46.340 --> 00:14:50.340 to be able to go into a store and ask for. And in fact 217 00:14:50.419 --> 00:14:54.409 I think people are less and less inclined to go to the store right because 218 00:14:54.409 --> 00:14:56.809 they're going to run into a sales associate that room can really help them a 219 00:14:58.610 --> 00:15:01.330 plus. It takes time to get there to have that, except unless there's 220 00:15:01.330 --> 00:15:05.970 a great experience happening at that brick and mortar. You know, I'm better 221 00:15:05.009 --> 00:15:09.159 off finding stuff online. I mean I have to teenage daughter's room. Teenagers 222 00:15:09.679 --> 00:15:16.799 who he had all that. Yes, I remember so much time shopping and 223 00:15:16.120 --> 00:15:20.629 having a facetoface interactions that just doesn't happen anymore. Needs kids today, the 224 00:15:20.789 --> 00:15:26.309 Gen's ears. They do everything. They have conversations and it's all through text, 225 00:15:26.909 --> 00:15:30.269 right. It has nothing to do with pick antepone and actually calling someone 226 00:15:30.309 --> 00:15:33.830 and talking to them. They want to have those conversations that they wanted in 227 00:15:33.909 --> 00:15:37.740 a digital experience. A hundred percent. And you know, one of the 228 00:15:37.740 --> 00:15:41.980 things we were talking about is even translating. Digital assistance going to be hugely 229 00:15:41.019 --> 00:15:46.100 valuable, even in in store experiences. Right. I go into an electronic 230 00:15:46.220 --> 00:15:50.490 superstore, and this actually really happened. So I went to buy my son 231 00:15:50.529 --> 00:15:54.730 a computer. He's going to college. I'm fairly tech savvy, I consider 232 00:15:54.809 --> 00:15:58.929 myself, but there's like fifty choices. They all start to look the same. 233 00:16:00.450 --> 00:16:03.450 I don't want to make the decision purely based on what's the least expensive 234 00:16:03.490 --> 00:16:06.960 or most expensive. I want to have some thoughtfulness to how I do that. 235 00:16:07.320 --> 00:16:11.600 And so I ask an associate to help me and they aren't. You 236 00:16:11.679 --> 00:16:14.759 know, they'd no less than I do sometimes. Right. So, and 237 00:16:14.960 --> 00:16:17.480 you know, I'm not blaming that associate, they're busy. You know, 238 00:16:17.639 --> 00:16:19.830 may turn out maybe they normally work. And you know, home appliances like 239 00:16:19.909 --> 00:16:23.549 refrigerators and today they were short staffed and computers with her over there. These 240 00:16:23.629 --> 00:16:27.269 types of technologies can help in those environments as well. Right, absolutely. 241 00:16:27.470 --> 00:16:30.509 So. A great example of this is Microsoft. So Microsoft, with a 242 00:16:30.750 --> 00:16:36.179 number of their retailers, is putting in store kiosks and the in stored kiosk 243 00:16:36.259 --> 00:16:40.379 are taking all those things that you would typically look for a computer, you 244 00:16:40.460 --> 00:16:41.820 know. Are you going to travel with it? You want something smallowly want 245 00:16:41.899 --> 00:16:45.259 something large? Do you play games with it? Is A computer mostly for 246 00:16:45.340 --> 00:16:49.529 home or work. So it's taking all the anxiety over how many mega hurts 247 00:16:49.570 --> 00:16:55.049 I need or how much Cepu power I need and then really narrowing it down 248 00:16:55.690 --> 00:16:59.570 to just those choices that make the most sense for you and what you really 249 00:16:59.769 --> 00:17:02.960 really need. And it is this importance. Stores will think about the holiday 250 00:17:03.039 --> 00:17:06.279 season. We boost up all these employees, you know, to get us 251 00:17:06.319 --> 00:17:10.279 to the the Christmas buying season. Not all of them are trained. Not 252 00:17:10.440 --> 00:17:12.599 on them are going to know. So this is stored kiosk is suddenly helping 253 00:17:12.720 --> 00:17:17.789 the consumers. It's augmenting our sales staff to all to be able to provide 254 00:17:17.789 --> 00:17:21.470 the information to those consumers as they need it. Yeah, I think it's 255 00:17:21.509 --> 00:17:25.470 really important. I don't think we can underestimate the value of that in any 256 00:17:25.509 --> 00:17:30.339 way. We have to get better at using the technology that's available to us 257 00:17:30.380 --> 00:17:33.180 today, and so I think those examples that you can write, ever, 258 00:17:33.259 --> 00:17:37.740 Amazon and Microsoft Realpool, are really good reminders for us. I also want 259 00:17:37.740 --> 00:17:40.339 to remind us, though, that you don't have to be part of a 260 00:17:40.380 --> 00:17:45.609 huge brand and have millions of customers to benefit that. Every day we have 261 00:17:45.730 --> 00:17:51.769 the opportunity to be interact and different new and better ways digitally with our with 262 00:17:51.930 --> 00:17:56.769 our customers, and there's a tremendous opportunity to carry that through as a differentiating 263 00:17:56.289 --> 00:18:02.920 experience for us. And we have to do that and these complex buying processes 264 00:18:03.000 --> 00:18:06.079 are a perfect place to start, right. We don't sometimes think about a 265 00:18:06.240 --> 00:18:08.920 washing machine Una complex, which just but it actually is. It is right 266 00:18:10.079 --> 00:18:14.549 if there's a lot that goes into something like that. Nothing is as easy 267 00:18:14.589 --> 00:18:18.829 as it seems. So never, never, and you know, we're a 268 00:18:18.910 --> 00:18:22.430 household that does Lond. We do two to three loads of laundry every day. 269 00:18:22.430 --> 00:18:26.309 Yeah, and you know, mostly because my husband and children come home 270 00:18:26.349 --> 00:18:30.140 very stinky from their jobs and their their date tasks activities and and we need 271 00:18:30.220 --> 00:18:34.059 to do that. So our burden is different than our neighbor perhaps, who 272 00:18:34.259 --> 00:18:37.740 you know is a is a couple who lives alone and does a lot of 273 00:18:37.740 --> 00:18:41.529 dry cleaning. Right. So there's all these factors that go into what we 274 00:18:41.650 --> 00:18:47.250 need and we have these tremendous opportunity. So thank you so much for joining 275 00:18:47.329 --> 00:18:51.170 me, clotting. These have been incredible, incredible examples. If folks want 276 00:18:51.170 --> 00:18:53.609 to learn more about Zubu, what's the best way for them to check that 277 00:18:53.690 --> 00:18:57.039 out? Yet they can see a lot of the live examples and really get 278 00:18:57.039 --> 00:19:03.160 a good sense of what we offer to marketers at www dot zoo, which 279 00:19:03.240 --> 00:19:08.039 is zoo bucom. Thank you so much. I really encourage you to check 280 00:19:08.079 --> 00:19:11.549 it out. The work that they're doing there is really inspiring. What I 281 00:19:11.630 --> 00:19:15.950 particularly like about it is really good, practical applications of this advanced technology. 282 00:19:17.150 --> 00:19:21.190 We shouldn't be afraid of it. We don't have to be a technology expert 283 00:19:21.390 --> 00:19:25.220 to be able to use it. These are examples that most of us should 284 00:19:25.220 --> 00:19:29.619 be able to think through correct absolutely excellent. Thank you again for joining us. 285 00:19:29.619 --> 00:19:32.779 Thank you for listening and I encourage you to go out there and think 286 00:19:32.779 --> 00:19:37.859 about all the ways that you can apply this fantastic technology to your own interactions 287 00:19:37.900 --> 00:19:45.369 with customers. We totally get it. We publish a ton of content on 288 00:19:45.490 --> 00:19:48.690 this podcast and it can be a lot to keep up with. That's why 289 00:19:48.730 --> 00:19:52.319 we've started the BB growth big three, a no fluff email that boils down 290 00:19:52.359 --> 00:19:57.079 our three biggest takeaways from an entire week of episodes. Sign up today at 291 00:19:57.119 --> 00:20:03.480 Sweet Phish Mediacom Big Three. That sweet fish Mediacom Big Three