Gavin Blair

Yeah, well, I mean, first, for what I think has been a popular channel for a long time amongst CX professionals, texting is very much still underutilized and very few brands use them. Part of it, in my opinion, I think may be around there's actually technical difficulties to implementing a good texting SMS platform.

Yeah, well, I mean, first, for what I think has been a popular channel for a long time amongst CX professionals, texting is very much still underutilized and very few brands use them. Part of it, in my opinion, I think may be around there's actually technical difficulties to implementing a good texting SMS platform.

Yeah, well, I mean, first, for what I think has been a popular channel for a long time amongst CX professionals, texting is very much still underutilized and very few brands use them. Part of it, in my opinion, I think may be around there's actually technical difficulties to implementing a good texting SMS platform.

As much as Twilio stands out as this incredible platform for SMS, I've also just had various... trouble with implementing Twilio in a way that is effective. So I think there's that side of it.

As much as Twilio stands out as this incredible platform for SMS, I've also just had various... trouble with implementing Twilio in a way that is effective. So I think there's that side of it.

As much as Twilio stands out as this incredible platform for SMS, I've also just had various... trouble with implementing Twilio in a way that is effective. So I think there's that side of it.

But then to your point, I mean, moving anything to a text-based format, the way that you build your product, the database, and the kind of software that you build, it just allows your large language models and your AI to analyze and consume that information.

But then to your point, I mean, moving anything to a text-based format, the way that you build your product, the database, and the kind of software that you build, it just allows your large language models and your AI to analyze and consume that information.

But then to your point, I mean, moving anything to a text-based format, the way that you build your product, the database, and the kind of software that you build, it just allows your large language models and your AI to analyze and consume that information.

And it also, you know, there's a lot of out of the box tools that are great at this being able to use that kind of chat text based workflow to auto populate, you know, macros and answers and insights and decision trees and stuff like that. So I think there's a few different paths to get there with it, whether it's third party or it's something you're building yourself.

And it also, you know, there's a lot of out of the box tools that are great at this being able to use that kind of chat text based workflow to auto populate, you know, macros and answers and insights and decision trees and stuff like that. So I think there's a few different paths to get there with it, whether it's third party or it's something you're building yourself.

And it also, you know, there's a lot of out of the box tools that are great at this being able to use that kind of chat text based workflow to auto populate, you know, macros and answers and insights and decision trees and stuff like that. So I think there's a few different paths to get there with it, whether it's third party or it's something you're building yourself.

There's still some hurdles, ultimately, I feel like, to it being used in the best way that it can. But for me, it seems like in these spaces in between, especially where you're trying to get through short transactional updates, it's just absolutely amazing.

There's still some hurdles, ultimately, I feel like, to it being used in the best way that it can. But for me, it seems like in these spaces in between, especially where you're trying to get through short transactional updates, it's just absolutely amazing.

There's still some hurdles, ultimately, I feel like, to it being used in the best way that it can. But for me, it seems like in these spaces in between, especially where you're trying to get through short transactional updates, it's just absolutely amazing.

Yeah, it's a great question. In large part for me, it doesn't deviate too much between different businesses. I feel the thing with the KPIs and even landing on the success metrics is to actually be unequivocal about them and to not, they are the ultimate reflection of what you want an employer, a team member to prioritize and to do. It's like there are often two conversations.

Yeah, it's a great question. In large part for me, it doesn't deviate too much between different businesses. I feel the thing with the KPIs and even landing on the success metrics is to actually be unequivocal about them and to not, they are the ultimate reflection of what you want an employer, a team member to prioritize and to do. It's like there are often two conversations.

Yeah, it's a great question. In large part for me, it doesn't deviate too much between different businesses. I feel the thing with the KPIs and even landing on the success metrics is to actually be unequivocal about them and to not, they are the ultimate reflection of what you want an employer, a team member to prioritize and to do. It's like there are often two conversations.

One is the, we want to be this, we want to do that. And then there's the, we're sitting down and looking at your interactions and measuring you against something. I imagine that that is a different thing so often. And so for me, it means that if you're looking at like a pyramid, you can only really have one top KPI and everything else needs to kind of cascade from that.

One is the, we want to be this, we want to do that. And then there's the, we're sitting down and looking at your interactions and measuring you against something. I imagine that that is a different thing so often. And so for me, it means that if you're looking at like a pyramid, you can only really have one top KPI and everything else needs to kind of cascade from that.