So what are your thoughts or suggestions about helping a team move through that kind of shift that needs to happen?

Actually, I'm so glad you asked.

I was just talking to this customer yesterday, so it's very fresh in my mind.

I was working with a finance company and their president came to us saying, we really want to get our business leaders thinking differently about what's possible for how we do business.

I feel like we're really stuck and we need to transform.

We have some great IT initiatives going on, but our business team is not coming along and we don't know how to get them out of that thinking.

And so we worked with them.

Yeah, we actually do.

what already exists

yes and so do you really understand your customer needs do you really understand what matters to your customer do you know what is meaningful to them and does everybody within your organization understand that you know I think that you have to really get clear on deciding what experience AI is representing for you and what does that mean for the customer or the end user and if an agent is acting on behalf of you What experience should it deliver and how are they representing? How is that thing representing you? Is it bringing convenience? Is it really helping to develop trust? Or do we have trust theater? I don't know if that's a new thing that we have to battle today, but...

Is speed actually going to deliver what's meaningful to the customer? I think sometimes we reward speed, but that's not always the value.

And so I think you really need clarity on what is the future you're trying to shape here before you even start.

Otherwise, the thing I saw here is the same trap as other technology hype cycles where we were thinking technology first.

Yes.

And completely forgetting the customer in the process.

mm-hmm