Jason Bloomfield

And so that challenges everything from day one. And now I talked about the community that we have. We're co-creating with them rather than just turning up with a finished product and going, this is going live on date X. There you go. Rather than doing that, and immediately you get an us-them type of dynamic. We are co-creating with them.

And so that challenges everything from day one. And now I talked about the community that we have. We're co-creating with them rather than just turning up with a finished product and going, this is going live on date X. There you go. Rather than doing that, and immediately you get an us-them type of dynamic. We are co-creating with them.

So we're commenting them with, I'll call it in pencil sketches, so to speak, right? Some ideas. What do you think about this? Tell us, what do you like? What do you hate? And then we'll come back. We'll close the loop. We'll come back and we'll go, you know what? Great idea, but just not possible. Or great idea, we're going to do it. Or something in between.

So we're commenting them with, I'll call it in pencil sketches, so to speak, right? Some ideas. What do you think about this? Tell us, what do you like? What do you hate? And then we'll come back. We'll close the loop. We'll come back and we'll go, you know what? Great idea, but just not possible. Or great idea, we're going to do it. Or something in between.

Maybe it comes later because it's just not feasible in the moment. But that co-creation process is something that really taps into the diversity of thought, taps into empathy, taps into... design thinking, and that co-creation process helps. The other thing, though, was having to back to trust.

Maybe it comes later because it's just not feasible in the moment. But that co-creation process is something that really taps into the diversity of thought, taps into empathy, taps into... design thinking, and that co-creation process helps. The other thing, though, was having to back to trust.

When you've got a tool that's hated and has a minus 83 score, NPS score, and your humans who are using it feel distrustful and resentful of anyone having anything to do with it. What you need to do is you also need to be really careful about how you position things. So when we started the global feedback community, I really wanted to be intentional around how we framed it.

When you've got a tool that's hated and has a minus 83 score, NPS score, and your humans who are using it feel distrustful and resentful of anyone having anything to do with it. What you need to do is you also need to be really careful about how you position things. So when we started the global feedback community, I really wanted to be intentional around how we framed it.

No, we don't have the answers. We wanted to make it about you, the person who we're going to be asking for feedback. And so positioned it as an experiment on how we can make things better. What's important there is it does let people know and understand these people don't think they have all the answers. They are actively listening. And with experiments, sometimes you get things right.

No, we don't have the answers. We wanted to make it about you, the person who we're going to be asking for feedback. And so positioned it as an experiment on how we can make things better. What's important there is it does let people know and understand these people don't think they have all the answers. They are actively listening. And with experiments, sometimes you get things right.

Sometimes you get things wrong. And it is always iterative. There is no such thing as a single time experiment, right? It's an iterative process. And simply by couching and positioning things in that way, it's more of a shared journey, a journey together. And the brand that I've given this process, I say it's your voice, our action. And that is the red thread between everything.

Sometimes you get things wrong. And it is always iterative. There is no such thing as a single time experiment, right? It's an iterative process. And simply by couching and positioning things in that way, it's more of a shared journey, a journey together. And the brand that I've given this process, I say it's your voice, our action. And that is the red thread between everything.

So every single new thing we're doing in a system, I thread it back directly to you. You said that you wanted this or you said this needs to be better. Therefore, here is the improvement or here is the new capability. And that's the journey that we're on right now.

So every single new thing we're doing in a system, I thread it back directly to you. You said that you wanted this or you said this needs to be better. Therefore, here is the improvement or here is the new capability. And that's the journey that we're on right now.

I'll share a little bit of my personal perspective and then give some examples around how I'm applying generative AI today in a space that's really about hearts and minds. So when I think back, does anyone remember the metaverse? Do you remember Vince hearing nonstop? All day long, every day, the metaverse is going to change the planet. When was the last time you heard any mention of that?

I'll share a little bit of my personal perspective and then give some examples around how I'm applying generative AI today in a space that's really about hearts and minds. So when I think back, does anyone remember the metaverse? Do you remember Vince hearing nonstop? All day long, every day, the metaverse is going to change the planet. When was the last time you heard any mention of that?

And for me, it never clicked because I always asked myself, why would I want to use, in essence, a video game with really poor graphics? It didn't click. In contrast, with generative AI, I was helping someone update their resume, and I heard about ChatGDP, and I go, okay, let's give this a go. And updating resumes is excruciating, but I said, let me help this person.

And for me, it never clicked because I always asked myself, why would I want to use, in essence, a video game with really poor graphics? It didn't click. In contrast, with generative AI, I was helping someone update their resume, and I heard about ChatGDP, and I go, okay, let's give this a go. And updating resumes is excruciating, but I said, let me help this person.

I used ChatGPT and it was like magic and it was useful, purposeful magic. What otherwise took hours now took a few seconds and produced a very high quality product. Now, when we think more broadly, what does it allow a hearts and mind function to do that couldn't do before? It's about scale and pace.

I used ChatGPT and it was like magic and it was useful, purposeful magic. What otherwise took hours now took a few seconds and produced a very high quality product. Now, when we think more broadly, what does it allow a hearts and mind function to do that couldn't do before? It's about scale and pace.