Grant Harvey

So I love that.

Totally.

I guess that makes me wonder your thoughts on the entire customer experience, customer service industry in general.

Is it your belief that the whole industry should go this way?

Or is there a use case where maybe we don't need as many call center jobs?

What's your take on this industry in general?

Totally.

Normally, companies will send you the instruction manual for something, but now it's like they should connect you to an AI to set it up.

Just yesterday I was at Ulta because my sister, we were seeing each other for Thanksgiving and she needed to go in and test the makeup and do everything manually.

Right.

Yeah.

Unless you need the economies of scale such that it's vertically integrated.

That's right.

That's awesome.

I want to talk about the role of the customer service rep just a little bit more because I think there's I mean, there's a lot of people in the U.S.

like people, you know, often think about, oh, you know, companies outsource to other countries to do their customer support.

But there's a ton of people in the middle of the country who work in this in this field, let alone everywhere working in this industry.

And I really wonder what, you know, you mentioned training and reskilling.

What do you think are the skills that if I'm working in customer support right now, what should I be learning?

What should I be focusing on to be prepared for this?