Glen Tullman

You don't pick up the phone to call a travel agent to book a trip.

You don't go to a bank or call a bank to do your financial transactions.

That model is dated.

So what I was really saying is we've got to change the legacy navigation model.

And we have to do two things.

One, we have to bring automation so people can self-service, which they love to do.

And number two, we have to reduce the price because it was way too expensive.

But you can imagine if everything takes a phone call.

And last but not least, we have to improve the experience.

If you say, you know, you have a question about, you know, muscular skeletal care.

And so now you call a legacy navigator.

What they say to you is, okay, well, now your company might use Sword or they might use Hinge, two of the leaders.

And now what do they do?

They say, now you've got to call them or you can go to their website.

If you compare that to the experience with wayfinding, you would describe, I hurt my knee playing tennis, literally talking to the phone in English or in Spanish.

And you would describe that and it would say, well, you have a few different options.

Your company covers one of these leading services.

I can connect you directly to it.

And you're instantly in their experience.

No sign on, no re-explaining the problem, none of that.