Malcolm Gladwell

It's interesting.

So in that instance, where you're designing a more efficient form of interaction and fruitful form of interaction between sales reps and customers,

I could see a version of that where it is really clear, looking up from a high level, that things are working better.

But it might not be clear to the salesperson.

Is the salesperson who's now following the direction of the AI aware that they are more efficient?

They are.

They are.

When the AI is doing this ranking, it wants you to focus on the customer with the biggest problem first, or is it much more complex than that?

With something like that, is there a next level you can go to?

So you design this system and you say, oh, I can make our sales staff a lot more effective in the way they operate with their customers.

And then you see that it works and then it comes back and then you say, okay, what's 2.0?

Is there a 2.0?

Tell me, you've had this partnership at Heineken with IBM for, since I think 2013?

2013, yeah.

So you came in and there was already a strong working relationship.

Tell me about how that relationship started and what does it mean on a practical basis?

You're building all these tools.

How does the interaction with IBM work?

Yeah.

Heineken Space just outside of Amsterdam.