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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)

What will happen is in the absence of character, the strategy will win.

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

And to win by the strategy by any means could be wrong without character.

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

So yeah, I think that I would reverse it and really go back and read The Art of War, which is a strategy book that is based on

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

Conscientiousness and not pure strategy, but awareness, conscientiousness, ethic, honor, right?

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

That's why the Art of War is such a good book is because it's based on things like honor and awareness.

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

And then you have the strategy.

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

That's my reasoning behind it.

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

Yeah, this is going to be a, you know, the generation of your child and your upcoming twins, I think is going to have the most difficult, you know, time in the world, right?

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

I was telling you about my five kids.

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

I wish that I could come back and kind of anticipate it, not what world I was raising them in, but what world they were going to be adults in.

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

And so the world that your children are going to live in is going to be a world where they're going to be valued for the intellectual value they bring, not for the tactical, strategic value that they bring, because AI is going to be doing a lot of that by that time.

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

I think that the generation of your children

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

is going to stand out by being an innovative

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

character-first, innovative generation.

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

So I think that if I was raising my kids today, that's what I would say.

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

I would say, I'm going to teach you human-centered design.

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

That's going to be the first skill you're going to learn when you read your books and you know your ABCs.

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

First skill I'm going to teach you is human-centered design because I want you to learn

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

how to listen to people, understand their mindset, validate that the problem you're trying to solve is the actual problem you're trying to solve.

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

And then, oh my gosh, you're going to have so many tools to go solve it.