Katie Bianchi

And now you've got two things happening. One, they're much more sophisticated. They're much more savvy. They're much more convincing. And then there's a lot of, I think, websites that are spinning up out there that are convincing you to buy certain things or buy certain tools that may not be real, that may be AI generated. So I think it's just... Interesting.

And now you've got two things happening. One, they're much more sophisticated. They're much more savvy. They're much more convincing. And then there's a lot of, I think, websites that are spinning up out there that are convincing you to buy certain things or buy certain tools that may not be real, that may be AI generated. So I think it's just... Interesting.

And now you've got two things happening. One, they're much more sophisticated. They're much more savvy. They're much more convincing. And then there's a lot of, I think, websites that are spinning up out there that are convincing you to buy certain things or buy certain tools that may not be real, that may be AI generated. So I think it's just... Interesting.

Because if AI isn't part of the fabric of how every person and every function operates every single day, a COE becomes a crutch for that and will never get you to scale.

Because if AI isn't part of the fabric of how every person and every function operates every single day, a COE becomes a crutch for that and will never get you to scale.

Because if AI isn't part of the fabric of how every person and every function operates every single day, a COE becomes a crutch for that and will never get you to scale.

CSAT, NPS. Yeah. Okay. Tell me about that. We should know enough about every interaction and have an opinion about what great looks like, where we can measure ourselves against good versus having to tell customers where we're having, having to have customers tell us where we're great or where we fall short. That's putting the load on them versus us taking ownership of it.

CSAT, NPS. Yeah. Okay. Tell me about that. We should know enough about every interaction and have an opinion about what great looks like, where we can measure ourselves against good versus having to tell customers where we're having, having to have customers tell us where we're great or where we fall short. That's putting the load on them versus us taking ownership of it.

CSAT, NPS. Yeah. Okay. Tell me about that. We should know enough about every interaction and have an opinion about what great looks like, where we can measure ourselves against good versus having to tell customers where we're having, having to have customers tell us where we're great or where we fall short. That's putting the load on them versus us taking ownership of it.

Well, I can give you my favorite principle. And my favorite principle is always, it may not be our fault, but it's our problem. And I don't think that should ever change.

Well, I can give you my favorite principle. And my favorite principle is always, it may not be our fault, but it's our problem. And I don't think that should ever change.

Well, I can give you my favorite principle. And my favorite principle is always, it may not be our fault, but it's our problem. And I don't think that should ever change.

Irrelevant. I'm a tennis player and it's loud.

Irrelevant. I'm a tennis player and it's loud.

Irrelevant. I'm a tennis player and it's loud.

No, it is fun.

No, it is fun.

No, it is fun.

Don't get me wrong.

Don't get me wrong.