Lauren Wood

It is so much easier said than done. Why is that?

It is so much easier said than done. Why is that?

I think it's also... When I see organizations that are really doing this well, it is a top-down obsession. The Amazon example comes up all the time. They had an empty chair. Jeff Bezos always would make sure there's an empty chair in the boardroom and that represents the customer. And it was from him that he enforced that the customer obsession really exists still.

I think it's also... When I see organizations that are really doing this well, it is a top-down obsession. The Amazon example comes up all the time. They had an empty chair. Jeff Bezos always would make sure there's an empty chair in the boardroom and that represents the customer. And it was from him that he enforced that the customer obsession really exists still.

I think it's also... When I see organizations that are really doing this well, it is a top-down obsession. The Amazon example comes up all the time. They had an empty chair. Jeff Bezos always would make sure there's an empty chair in the boardroom and that represents the customer. And it was from him that he enforced that the customer obsession really exists still.

And I think that that's really where it starts. But then there also needs to be... An approach and a strategy to that customer obsession. It's not just we're all obsessed with the customer. Well, what does the customer think? It is that measurement. It is that ensuring constantly that all the teams are aligned and remembering what we are here to do, especially for the non-client facing teams.

And I think that that's really where it starts. But then there also needs to be... An approach and a strategy to that customer obsession. It's not just we're all obsessed with the customer. Well, what does the customer think? It is that measurement. It is that ensuring constantly that all the teams are aligned and remembering what we are here to do, especially for the non-client facing teams.

And I think that that's really where it starts. But then there also needs to be... An approach and a strategy to that customer obsession. It's not just we're all obsessed with the customer. Well, what does the customer think? It is that measurement. It is that ensuring constantly that all the teams are aligned and remembering what we are here to do, especially for the non-client facing teams.

Product is the obvious example. Engineering. I even think of like legal or finance. Like just because you're not speaking to the customer every day does not mean that your actions don't impact them. Everyone's actions impacts the customer at the end of the day. It's just like, that's what we're here to do. So that's what happens. And we have to remember that.

Product is the obvious example. Engineering. I even think of like legal or finance. Like just because you're not speaking to the customer every day does not mean that your actions don't impact them. Everyone's actions impacts the customer at the end of the day. It's just like, that's what we're here to do. So that's what happens. And we have to remember that.

Product is the obvious example. Engineering. I even think of like legal or finance. Like just because you're not speaking to the customer every day does not mean that your actions don't impact them. Everyone's actions impacts the customer at the end of the day. It's just like, that's what we're here to do. So that's what happens. And we have to remember that.

Yes. What is going on inside of an organization is felt by the customer, whether you want to believe it or not. When you are working with a company as a consumer or as a business and things feel complex or complicated or unclear, I guarantee if you look under the hood of that company, you see that same complexity everywhere. underneath. And it seeps out.

Yes. What is going on inside of an organization is felt by the customer, whether you want to believe it or not. When you are working with a company as a consumer or as a business and things feel complex or complicated or unclear, I guarantee if you look under the hood of that company, you see that same complexity everywhere. underneath. And it seeps out.

Yes. What is going on inside of an organization is felt by the customer, whether you want to believe it or not. When you are working with a company as a consumer or as a business and things feel complex or complicated or unclear, I guarantee if you look under the hood of that company, you see that same complexity everywhere. underneath. And it seeps out.

And I think it's just really important for us all to remember, especially leaders, that if that is the experience of your employees inside, it is going to be the experience of your customers outside. And so applying AI internally is a key piece of this customer experience improvement that we're talking about. But as you and I have spoken about, it is Complicated.

And I think it's just really important for us all to remember, especially leaders, that if that is the experience of your employees inside, it is going to be the experience of your customers outside. And so applying AI internally is a key piece of this customer experience improvement that we're talking about. But as you and I have spoken about, it is Complicated.

And I think it's just really important for us all to remember, especially leaders, that if that is the experience of your employees inside, it is going to be the experience of your customers outside. And so applying AI internally is a key piece of this customer experience improvement that we're talking about. But as you and I have spoken about, it is Complicated.

And a lot of companies are struggling. And can you tell me a little bit about what are some of the challenges that organizations are facing as they adopt more AI within their organizations?

And a lot of companies are struggling. And can you tell me a little bit about what are some of the challenges that organizations are facing as they adopt more AI within their organizations?

And a lot of companies are struggling. And can you tell me a little bit about what are some of the challenges that organizations are facing as they adopt more AI within their organizations?