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JC Quintana

๐Ÿ‘ค Speaker
597 total appearances

Appearances Over Time

Podcast Appearances

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Right.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And I, I sometimes sit down, right.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And I, and I do that.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I think my, I take my time.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I was, um, at that point during that event of realize, you know, realization, I was actually typing a script for chat GPT to go through a spreadsheet and look at all the different job titles in that spreadsheet.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And based on those titles, make a determination of what their job function was.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And, um,

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It took me probably an hour just to explain to ChatGPT that that's what I wanted.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And the realization was this, Lacey.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

The realization was...

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

We do to people what we often do to chat GPT.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

We don't provide them background or context or what the objective is or what their role is in the interaction.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

We kind of just try to throw communication blanks at them.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And you can't do that with chat GPT.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

You have to be as clear and concise and be as good a communicator as possible to get the results from that little AI, just as you should be doing with people.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Yeah, this is a psychological concept.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It's called the theory of bounded reality, as in bound, as in confined.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

The theory of bounded reality is common sense, right?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

That the reality we create is limited by our facts, our knowledge, and experiences of the world.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Yep.