Gavin Blair

I want to figure out why it's not being used more and how I can use it because I think it's actually just a very cool out-of-the-box tool. solution to some of the things we've identified around the use of this SMS in general and then the difficulty of implementing SMS. So I'm a big fan of that and kudos to Home Depot for figuring it out.

I think the one piece of advice is something not even necessarily specific to customer experience. It's specific to any time you're trying to solve an experience or a problem in general. I'm just such a big fan of first principles.

I think the one piece of advice is something not even necessarily specific to customer experience. It's specific to any time you're trying to solve an experience or a problem in general. I'm just such a big fan of first principles.

I think the one piece of advice is something not even necessarily specific to customer experience. It's specific to any time you're trying to solve an experience or a problem in general. I'm just such a big fan of first principles.

I really believe that for a lot of reasons, you feel forced to or compelled to work off of established protocol or doctrine or steps, but giving yourself the time and the space to

I really believe that for a lot of reasons, you feel forced to or compelled to work off of established protocol or doctrine or steps, but giving yourself the time and the space to

I really believe that for a lot of reasons, you feel forced to or compelled to work off of established protocol or doctrine or steps, but giving yourself the time and the space to

to almost be irreverent about what everything has been to this point and to be a little bit audacious allows you to revisit and revalidate all the really important bits of what a problem is and what problem you're trying to solve. And so as much as a CX leader can come in and be willing to kind of go against the grain challenge thinking and use first principles to reconstruct, it's better.

to almost be irreverent about what everything has been to this point and to be a little bit audacious allows you to revisit and revalidate all the really important bits of what a problem is and what problem you're trying to solve. And so as much as a CX leader can come in and be willing to kind of go against the grain challenge thinking and use first principles to reconstruct, it's better.

to almost be irreverent about what everything has been to this point and to be a little bit audacious allows you to revisit and revalidate all the really important bits of what a problem is and what problem you're trying to solve. And so as much as a CX leader can come in and be willing to kind of go against the grain challenge thinking and use first principles to reconstruct, it's better.

And I'll actually use an example of this for me. There is a lot of thinking and psychology and courses and a lot out there in the nonprofit world around how to interact with disaster and trauma victims. There's a lot of thinking out there and I love it.

And I'll actually use an example of this for me. There is a lot of thinking and psychology and courses and a lot out there in the nonprofit world around how to interact with disaster and trauma victims. There's a lot of thinking out there and I love it.

And I'll actually use an example of this for me. There is a lot of thinking and psychology and courses and a lot out there in the nonprofit world around how to interact with disaster and trauma victims. There's a lot of thinking out there and I love it.

And it certainly will be a resource for us to ultimately engage with and utilize, but I'm actually going to be, I'm going to take my time for a minute and not tap into those, you know, because they tend to be like really well-labeled things and they tend to be online courses for government assistance, whatever. And so I'm trying to like reconstruct it myself.

And it certainly will be a resource for us to ultimately engage with and utilize, but I'm actually going to be, I'm going to take my time for a minute and not tap into those, you know, because they tend to be like really well-labeled things and they tend to be online courses for government assistance, whatever. And so I'm trying to like reconstruct it myself.

And it certainly will be a resource for us to ultimately engage with and utilize, but I'm actually going to be, I'm going to take my time for a minute and not tap into those, you know, because they tend to be like really well-labeled things and they tend to be online courses for government assistance, whatever. And so I'm trying to like reconstruct it myself.

I'm trying to see whether the things we've talked about actually are are true and effective. And then I'm going to figure out where the gap is if I have to, but I'm not going to jump into the onboarding a new class with a pre-existing format for how to talk best to people. Of course, if we're really missing something and putting someone in a bad position on either side, we will do that.

I'm trying to see whether the things we've talked about actually are are true and effective. And then I'm going to figure out where the gap is if I have to, but I'm not going to jump into the onboarding a new class with a pre-existing format for how to talk best to people. Of course, if we're really missing something and putting someone in a bad position on either side, we will do that.

I'm trying to see whether the things we've talked about actually are are true and effective. And then I'm going to figure out where the gap is if I have to, but I'm not going to jump into the onboarding a new class with a pre-existing format for how to talk best to people. Of course, if we're really missing something and putting someone in a bad position on either side, we will do that.

It's not to be reckless, but it's just to be original. So be original.