Yeah

... and thousands of coworkers are leaning into the ownership of the customer experience.

And so I've taken that article, and I share it with my team, and we talk about these things.

Um, and, and one of the things that I, I, I cite our CEO, Patti, about, um, she says this quite often, that, yes, we have a customer experience function, but we're a customer experience company, right? So it's not one group.

It's the entire company, and I see us on that path.

All right? And so when we think about customer at heart, it isn't just a tagline.

Uh, it's a shift in how we operate day to day, and we've been very intentional about redesigning our processes, our training, and decision-making so that the customer experience drives everything that we do.

Yeah

So what did you take from this? And also, what's kind of your angle on this debate between delivering empathy at scale with AI?

No, it's a fascinating subject to probe on a bit.

And so one of the things I want to share with you, I was excited about this as a topic, because as you might guess, I mentor a fair amount of people.

And one of my mentees actually is a young man who lives in Africa.

He's from Africa.

And he happened to be here in the Bay Area for a meeting on a completely different topic.

And we met and became fast friends.

So what are some of the things that that you're doing to lead around that, too?