Alan Trefler

We do look all the time at technologies, particularly.

I'm not as much of a fan of buying customer bases because usually when you buy a customer base, you just give yourself a lot of confusion in terms of...

which software you're going to offer.

But our product now is really very robust and complete.

I don't see the need for any major acquisition.

We look at stuff and we'll do something if it makes sense.

But right now we really need to get it out there and be selling it.

So the way I look at things like voice and something that we've done, you can see it on our website, is to be able to link in to Alexa and to Google Home, right, or to Siri.

So we see our job as bringing intelligence to voice, much as we have, we run in some large commercial contact centers behind the voice response units.

Some of which are really quite capable of offering personalized messages.

We do something called call deflection.

If you call in and we can figure out why you're calling, even by just knowing the number you're calling from, we can tell you, yeah, we received your payment.

Or yes, that charge, it was removed from your statement.

Being able to do things like that can actually improve service.

We do have live chatbot interaction available, though, with, for example, Alexa.

And friendlier than having somebody wait in a queue.

So the last book I read that I think qualifies as really influencing my business is one I just finished recently called Sapiens, which, as in Homo sapiens, is actually about how culture evolved in the world.

And I actually found a lot of it to be relevant to business and very interesting.

Well, you know, I heard Jamie Dimon recently, and he's been in the news some, but I think he's done a terrific job.

over a lot of very difficult times, going way back in his career.