Tatyana Zlotsky refuses to shorten the call

This year, for the first time, baby boomers are turning 80.

About 40 million Americans are caring for an aging family member. Nearly 70 percent are women, most of them adult daughters. The average family spends more than $300,000 over the course of a loved one's care, and spends it while figuring out healthcare, housing, and money all at once, usually with no experience in any of it.

"I often say they become the second patient," Tatyana Zlotsky said on the CEO.com Podcast. "They're giving so much of themselves to caring for someone else."

Zlotsky has been the second patient. Her grandparents immigrated to the United States in their 60s, an age when a new country does not get easier. She helped care for them for 15 years and calls it one of the great joys of her life. It also showed her how broken parts of the healthcare system are. "Despite all the challenges they faced, my grandparents remained incredibly grateful every day," she told CEO.com. "That perspective has stayed with me."

It is also how she ended up running A Place for Mom, the senior care advisory service that connects families with more than 15,000 senior living communities and home care providers across the United States. The service costs families nothing; providers in the network pay for it. Advisors work out what kind of care a family needs, at home or outside it, and help them find it.

Zlotsky was appointed CEO in May 2024, a planned succession from Larry Kutscher, who moved to chairman of the board. She had joined in 2019 as chief marketing officer after a decade at American Express, a couple of technology startups before that, and an engineering subsidiary of Emerson Electric before that. She came to the United States as an immigrant herself, without the language, without knowing anyone. "Uncertainty becomes familiar," she said.

It shows in how she runs the company. On decisions, she cites Colin Powell: under 40 percent of the information is a guess; over 70 percent means you waited too long. "In many cases, indecision is a greater risk than making the wrong decision," she said. After becoming CEO, she rewrote the company's values, five of them, including We Do Hard Things, borrowed in spirit from Ben Horowitz.

On AI, she is blunt about where it belongs. The average call between an advisor and a family runs past 20 minutes, and the company refuses to shorten it. The machines work behind the scenes instead: collections, marketing, sales operations, the administrative load that keeps advisors off the phone. In November 2025, the company relaunched its brand and go-to-market strategy for families who now find care through AI, and in June it hired Nidhin George, nearly 17 years at Amazon and later a product leader at Grubhub, as chief product officer.

At CEO.com, we believe the chances one gives are just as important as the chances one takes. Asked who gave her one, Zlotsky named Tara Walpert Levy, Julie Fiegenbaum, and David Rabkin, and then Kutscher, who did more than believe she could be CEO. He spent years preparing her for it.

"Today, I try to do the same thing for others," she said. "See potential in people before they see it in themselves and give them opportunities that stretch them beyond what they think they're capable of."

00:00:00 Introduction and Career Journey
00:01:11 Mission of A Place for Mom
00:02:44 Caregiving Crisis and Statistics
00:03:55 A Day in the Life of a CEO
00:05:06 Optimism and AI
00:07:04 Leadership and Decision Making
00:09:05 Company Values
00:10:18 Balancing Efficiency and Compassion
00:13:02 Inspirational Leaders
00:14:42 Managing Company Culture
00:17:04 Future of Senior Living Industry
00:19:05 Influence of Immigrant Experience
00:20:38 Acknowledging Mentors and Supporters
00:22:07 Conclusion and Gratitude

WEBVTT

00:00:00.000 --> 00:00:02.320
Tatiana,<00:00:00.480> thank<00:00:00.680> you<00:00:00.800> so<00:00:00.920> much<00:00:01.160> for<00:00:01.280> coming<00:00:01.560> on<00:00:01.640> the<00:00:01.760> show.

00:00:02.320 --> 00:00:05.480
You<00:00:02.480> are<00:00:02.600> the<00:00:02.800> CEO<00:00:03.720> of<00:00:03.920> A<00:00:04.000> Place<00:00:04.560> for<00:00:04.720> Mom.

00:00:05.480 --> 00:00:11.640
Tell<00:00:05.680> us<00:00:05.800> what<00:00:05.960> that<00:00:06.200> is<00:00:06.480> and<00:00:06.600> tell<00:00:06.760> us<00:00:06.840> how<00:00:06.960> your<00:00:07.160> journey<00:00:08.480> uh<00:00:08.560> took<00:00:08.800> you<00:00:08.920> to<00:00:09.000> becoming<00:00:09.360> the<00:00:09.480> CEO<00:00:10.040> of.

00:00:11.640 --> 00:00:13.960
<00:00:11.870> Absolutely,<00:00:12.100> Clint.<00:00:12.330> Thanks<00:00:12.560> so<00:00:12.790> much<00:00:13.020> for<00:00:13.250> having<00:00:13.480> me.

00:00:13.960 --> 00:00:22.720
I'm<00:00:14.080> excited<00:00:14.480> for<00:00:14.600> our<00:00:14.680> conversation.<00:00:16.040> Um<00:00:16.960> I<00:00:17.200> have<00:00:17.400> been<00:00:17.680> with<00:00:17.800> A<00:00:17.840> Place<00:00:18.120> for<00:00:18.240> Mom<00:00:18.680> nearing<00:00:19.080> 7<00:00:19.360> years<00:00:19.880> and<00:00:20.040> have<00:00:20.160> been<00:00:20.400> CEO<00:00:21.040> for<00:00:21.280> about<00:00:21.600> two.

00:00:22.720 --> 00:00:29.200
Um<00:00:23.400> prior<00:00:23.880> to<00:00:24.040> that,<00:00:24.640> I<00:00:24.760> sort<00:00:25.040> of<00:00:25.800> had<00:00:26.040> a<00:00:26.080> non-linear<00:00:26.800> career<00:00:27.120> path,<00:00:27.440> which<00:00:27.640> I<00:00:27.680> think<00:00:27.880> a<00:00:27.920> lot<00:00:28.080> of<00:00:28.160> people<00:00:28.400> do.

00:00:29.200 --> 00:00:37.080
Um<00:00:29.720> started<00:00:30.200> out<00:00:30.400> in<00:00:30.520> an<00:00:30.640> engineering<00:00:31.160> company,<00:00:32.560> uh<00:00:32.640> which<00:00:32.920> was<00:00:33.640> a<00:00:34.480> uh<00:00:34.560> subsidiary<00:00:35.320> of<00:00:35.560> Emerson<00:00:35.960> Electric.

00:00:37.080 --> 00:00:41.800
Um<00:00:37.480> then<00:00:37.640> I<00:00:37.680> moved<00:00:38.040> on<00:00:38.360> and<00:00:38.520> I<00:00:38.760> worked<00:00:39.320> in<00:00:39.480> a<00:00:39.520> couple<00:00:39.880> of<00:00:40.040> technology<00:00:40.640> startups.

00:00:41.800 --> 00:00:47.120
So,<00:00:42.200> really,<00:00:42.760> you<00:00:42.840> know,<00:00:42.960> early<00:00:43.320> revenue,<00:00:44.080> 40<00:00:44.360> 50<00:00:44.640> million<00:00:45.800> types<00:00:46.120> of<00:00:46.200> companies.

00:00:47.120 --> 00:00:54.640
Um<00:00:47.640> then<00:00:47.800> I<00:00:47.880> found<00:00:48.160> myself<00:00:49.120> in<00:00:49.520> American<00:00:49.880> Express,<00:00:51.040> uh<00:00:51.600> which<00:00:51.920> was<00:00:52.600> really<00:00:53.160> an<00:00:53.280> incredible<00:00:53.840> experience.

00:00:54.640 --> 00:00:58.960
I<00:00:54.720> spent<00:00:55.080> 10<00:00:55.320> years<00:00:55.680> there<00:00:56.520> across<00:00:56.960> a<00:00:57.040> variety<00:00:57.560> of<00:00:57.760> roles.

00:00:58.960 --> 00:01:02.160
Um<00:00:59.040> and<00:00:59.160> then<00:00:59.360> joined<00:00:59.640> A<00:00:59.680> Place<00:01:00.040> for<00:01:00.080> Mom<00:01:00.400> in<00:01:00.560> 2019.

00:01:02.160 --> 00:01:07.280
Um<00:01:03.080> and<00:01:03.320> have<00:01:03.600> been<00:01:04.199> seeing<00:01:04.640> it<00:01:04.760> through<00:01:05.160> many<00:01:05.400> ups<00:01:05.600> and<00:01:05.720> downs<00:01:05.960> since<00:01:06.160> then.

00:01:07.280 --> 00:01:11.360
<00:01:07.468> Well,<00:01:07.655> the<00:01:07.843> work<00:01:08.030> you<00:01:08.218> guys<00:01:08.405> do<00:01:08.593> is<00:01:08.780> incredible.<00:01:08.968> Tell<00:01:09.155> everybody<00:01:09.343> what<00:01:09.530> A<00:01:09.718> Place<00:01:09.905> for<00:01:10.093> Mom<00:01:10.280> is.

00:01:11.360 --> 00:01:13.240
<00:01:11.589> Yeah,<00:01:11.817> it<00:01:12.046> is.<00:01:12.274> It's<00:01:12.503> really<00:01:12.731> important<00:01:12.960> work.

00:01:13.240 --> 00:01:22.200
So,<00:01:14.080> um<00:01:14.320> our<00:01:14.480> mission<00:01:14.880> is<00:01:15.040> to<00:01:15.160> help<00:01:15.880> family<00:01:16.360> caregivers<00:01:17.320> make<00:01:17.520> confident<00:01:18.000> decisions<00:01:18.600> when<00:01:18.760> it<00:01:18.880> comes<00:01:19.160> to<00:01:19.280> finding<00:01:19.720> care<00:01:20.000> for<00:01:20.200> their<00:01:20.400> senior<00:01:20.840> loved<00:01:21.120> ones.

00:01:22.200 --> 00:01:25.720
Um<00:01:22.840> and<00:01:22.960> the<00:01:23.040> statistics<00:01:23.680> are<00:01:23.960> pretty<00:01:24.280> remarkable<00:01:25.000> in<00:01:25.120> the<00:01:25.200> space.

00:01:25.720 --> 00:01:35.120
You<00:01:25.800> know,<00:01:25.960> as<00:01:26.160> as<00:01:26.480> boomers<00:01:27.080> age<00:01:27.600> and<00:01:28.080> uh<00:01:28.160> we<00:01:28.280> know<00:01:28.440> that<00:01:28.600> this<00:01:28.800> is<00:01:28.880> the<00:01:28.960> first<00:01:29.280> year<00:01:29.480> that<00:01:30.280> boomers<00:01:30.640> turn<00:01:31.040> 80,<00:01:31.920> um<00:01:32.640> this<00:01:33.000> this<00:01:33.280> really<00:01:33.560> caregiving<00:01:35.000> uh

00:01:35.120 --> 00:01:40.920
situation<00:01:35.680> has<00:01:35.800> become<00:01:36.040> a<00:01:36.120> crisis.<00:01:37.320> Uh<00:01:37.560> the<00:01:37.640> majority<00:01:38.280> of<00:01:38.400> family<00:01:38.680> caregivers<00:01:39.400> are<00:01:39.560> adult<00:01:39.880> daughters.

00:01:40.920 --> 00:01:45.480
In<00:01:41.040> fact,<00:01:41.480> nearly<00:01:41.800> 70%<00:01:42.480> of<00:01:42.520> the<00:01:42.640> times<00:01:43.080> the<00:01:43.200> caregiver<00:01:43.760> at<00:01:43.880> home<00:01:44.200> is<00:01:44.320> a<00:01:44.400> woman.

00:01:45.480 --> 00:01:53.720
Um<00:01:46.160> and<00:01:46.280> they're<00:01:46.440> finding<00:01:46.840> themselves<00:01:47.760> to<00:01:47.840> be<00:01:48.000> incredibly<00:01:48.480> overwhelmed,<00:01:49.600> stressed<00:01:50.200> out,<00:01:51.400> um<00:01:51.960> you<00:01:52.160> you<00:01:52.280> know,<00:01:52.400> having<00:01:53.000> to<00:01:53.160> endure<00:01:53.640> a

00:01:53.720 --> 00:02:02.120
large<00:01:54.120> financial<00:01:54.680> burden.<00:01:55.800> Um<00:01:56.040> and<00:01:56.160> I<00:01:56.240> often<00:01:56.560> say<00:01:56.720> they<00:01:56.840> end<00:01:57.000> up<00:01:57.080> being<00:01:57.320> the<00:01:57.400> second<00:01:57.720> patient<00:01:58.160> because<00:01:58.440> they're<00:01:58.600> giving<00:01:58.880> so<00:01:59.080> much<00:01:59.360> to<00:01:59.480> caregiving<00:02:00.680> for<00:02:01.120> for<00:02:01.320> their<00:02:01.480> seniors.

00:02:02.120 --> 00:02:09.840
And<00:02:02.280> so<00:02:02.480> what<00:02:02.640> we<00:02:02.800> do<00:02:03.000> is<00:02:03.160> we<00:02:03.280> provide<00:02:03.800> a<00:02:03.880> service<00:02:04.240> that's<00:02:04.479> free<00:02:04.800> to<00:02:04.920> caregivers<00:02:06.360> as<00:02:06.560> it's<00:02:06.760> paid<00:02:07.040> for<00:02:07.640> by<00:02:07.800> our<00:02:07.920> network<00:02:08.320> customers.

00:02:09.840 --> 00:02:18.120
Um,<00:02:09.920> and<00:02:10.000> we<00:02:10.119> have<00:02:10.240> advisors<00:02:11.600> that<00:02:11.880> work<00:02:12.160> all<00:02:12.360> over<00:02:12.560> the<00:02:12.640> country<00:02:13.480> that<00:02:13.720> help<00:02:14.000> families<00:02:15.080> first<00:02:15.480> just<00:02:16.680> understand<00:02:17.680> where<00:02:17.920> they

00:02:18.120 --> 00:02:26.760
are<00:02:18.440> in<00:02:18.520> that<00:02:18.720> caregiving<00:02:19.240> journey,<00:02:20.000> assess<00:02:20.440> their<00:02:20.560> situation,<00:02:21.800> figure<00:02:22.120> out<00:02:22.280> exactly<00:02:22.880> what<00:02:23.160> type<00:02:23.360> of<00:02:23.480> care<00:02:23.880> at<00:02:24.040> home<00:02:24.480> or<00:02:24.680> outside<00:02:25.040> the<00:02:25.200> home<00:02:25.520> they<00:02:25.640> might<00:02:25.880> need,<00:02:26.600> and

00:02:26.760 --> 00:02:35.200
then<00:02:27.000> make<00:02:27.240> recommendations<00:02:28.040> if<00:02:28.160> they're<00:02:28.320> ready<00:02:29.000> for<00:02:29.160> specific<00:02:29.720> care<00:02:29.920> solutions<00:02:30.600> so<00:02:30.720> that<00:02:31.000> their<00:02:31.240> loved<00:02:31.480> ones<00:02:31.720> could<00:02:32.560> have<00:02:32.760> better<00:02:33.040> outcomes<00:02:33.959> and<00:02:34.200> so<00:02:34.440> that<00:02:34.600> they<00:02:34.800> can

00:02:35.200 --> 00:02:44.120
have<00:02:35.600> a<00:02:35.640> meaningful<00:02:36.120> relationship<00:02:36.760> with<00:02:36.880> them<00:02:37.080> as<00:02:37.200> child<00:02:38.280> and<00:02:38.680> parent<00:02:40.040> that's<00:02:40.280> not<00:02:40.480> grounded<00:02:40.959> in<00:02:41.080> so<00:02:41.240> much<00:02:41.480> stress<00:02:42.040> and<00:02:42.560> uncertainty.

00:02:44.120 --> 00:02:49.280
<00:02:44.309> Can<00:02:44.498> you<00:02:44.687> give<00:02:44.876> us<00:02:45.065> a<00:02:45.255> sense<00:02:45.444> for<00:02:45.633> like,<00:02:45.822> you<00:02:46.011> know,<00:02:46.200> you<00:02:46.389> just<00:02:46.578> said<00:02:46.767> boomers<00:02:46.956> are<00:02:47.145> now<00:02:47.335> going<00:02:47.524> to<00:02:47.713> start<00:02:47.902> turning<00:02:48.091> 80<00:02:48.280> here.

00:02:49.280 --> 00:02:54.600
Just<00:02:49.560> like<00:02:49.880> the<00:02:51.080> you<00:02:51.160> know,<00:02:51.280> this<00:02:51.480> could<00:02:51.720> potentially<00:02:52.480> be<00:02:52.600> a<00:02:52.640> crisis<00:02:53.080> that<00:02:53.200> you're<00:02:53.280> trying<00:02:53.520> to<00:02:53.600> like<00:02:53.800> solve<00:02:54.120> here,<00:02:54.360> right?

00:02:54.600 --> 00:03:01.680
Which<00:02:54.840> is<00:02:55.320> how<00:02:55.480> do<00:02:55.640> you<00:02:56.280> care<00:02:56.600> for<00:02:57.480> this<00:02:58.440> you<00:02:58.520> know,<00:02:58.760> this<00:02:59.040> huge<00:02:59.360> generation<00:02:59.640> they're<00:02:59.760> called<00:02:59.920> the<00:03:00.000> boomers<00:03:00.440> for<00:03:00.920> a<00:03:01.000> reason,<00:03:01.440> right?

00:03:01.680 --> 00:03:05.800
Like<00:03:01.840> this<00:03:02.200> is<00:03:02.280> a<00:03:02.360> very<00:03:02.600> big<00:03:02.800> generation.<00:03:03.400> Can<00:03:03.519> you<00:03:03.560> give<00:03:03.720> us<00:03:03.840> a<00:03:03.880> sense<00:03:04.160> for<00:03:04.239> the<00:03:04.360> scale<00:03:04.720> of<00:03:04.800> that?

00:03:05.800 --> 00:03:15.280
<00:03:06.271> Yeah,<00:03:06.741> no<00:03:07.212> absolutely.<00:03:07.682> They're<00:03:08.153> you<00:03:08.624> know,<00:03:09.094> right<00:03:09.565> now<00:03:10.035> we<00:03:10.506> have<00:03:10.976> about<00:03:11.447> 40<00:03:11.918> million<00:03:12.388> caregivers<00:03:12.859> in<00:03:13.329> the<00:03:13.800> US

00:03:15.280 --> 00:03:18.840
and<00:03:15.440> those<00:03:15.720> are<00:03:15.880> family<00:03:16.320> members,<00:03:17.080> you<00:03:17.200> know,<00:03:17.320> as<00:03:17.480> I<00:03:17.519> mentioned<00:03:17.880> earlier.

00:03:18.840 --> 00:03:25.640
And<00:03:19.160> so<00:03:19.600> those<00:03:20.040> folks<00:03:20.400> on<00:03:20.600> average<00:03:21.320> are<00:03:21.519> spending<00:03:22.400> north<00:03:22.880> of<00:03:23.040> $300,000

00:03:25.640 --> 00:03:32.360
during<00:03:26.640> this<00:03:26.880> caregiving<00:03:27.400> journey<00:03:28.200> time<00:03:29.720> providing<00:03:30.320> the<00:03:30.440> right<00:03:30.680> care.

00:03:32.360 --> 00:03:41.400
And<00:03:32.560> as<00:03:32.760> I<00:03:32.880> said,<00:03:33.480> you<00:03:33.560> know,<00:03:33.680> that<00:03:33.880> journey's<00:03:34.440> filled<00:03:34.800> with<00:03:35.120> lots<00:03:35.440> of<00:03:35.560> obstacles<00:03:36.400> and<00:03:36.600> lots<00:03:37.000> of<00:03:37.840> new<00:03:38.160> decisions<00:03:38.760> that<00:03:38.920> they<00:03:39.040> don't<00:03:39.200> have<00:03:39.320> any<00:03:39.480> experience<00:03:40.120> making<00:03:40.680> beforehand.

00:03:41.400 --> 00:03:46.840
And<00:03:41.560> so<00:03:41.720> as<00:03:41.880> the<00:03:42.000> boomers<00:03:42.440> age,<00:03:43.120> we<00:03:43.280> expect<00:03:43.680> those<00:03:43.880> numbers<00:03:44.239> to<00:03:44.360> continue<00:03:44.840> growing<00:03:45.320> exponentially.

00:03:46.840 --> 00:03:51.760
Um,<00:03:47.519> and<00:03:48.000> you<00:03:48.080> know,<00:03:48.239> that<00:03:48.600> means<00:03:48.800> just<00:03:48.959> the<00:03:49.040> crisis<00:03:49.480> will<00:03:49.720> will<00:03:49.880> only<00:03:50.120> get<00:03:50.320> worse.

00:03:51.760 --> 00:03:55.200
<00:03:51.927> What<00:03:52.095> does<00:03:52.262> a<00:03:52.429> typical<00:03:52.596> day<00:03:52.764> look<00:03:52.931> like<00:03:53.098> for<00:03:53.265> you<00:03:53.433> as<00:03:53.600> CEO?

00:03:55.200 --> 00:04:00.920
<00:03:55.484> Hm.<00:03:55.769> Um<00:03:56.053> so,<00:03:56.338> you<00:03:56.622> know,<00:03:56.907> on<00:03:57.191> a<00:03:57.476> personal<00:03:57.760> side,<00:03:58.044> a<00:03:58.329> couple<00:03:58.613> of<00:03:58.898> things<00:03:59.182> are<00:03:59.467> really<00:03:59.751> important<00:04:00.036> for<00:04:00.320> me.

00:04:00.920 --> 00:04:03.520
Uh<00:04:01.000> sleep,<00:04:02.000> exercise,<00:04:02.720> and<00:04:02.880> eating<00:04:03.120> well.

00:04:03.520 --> 00:04:08.200
I<00:04:03.600> know<00:04:03.760> it<00:04:03.840> sounds<00:04:04.120> a<00:04:04.200> bit<00:04:04.360> contrived,<00:04:04.880> and<00:04:05.000> it<00:04:05.080> certainly<00:04:05.440> was<00:04:05.640> never<00:04:06.120> always<00:04:06.560> not<00:04:06.840> always<00:04:07.160> the<00:04:07.240> case.

00:04:08.200 --> 00:04:12.080
Um<00:04:08.840> but<00:04:09.040> doing<00:04:09.360> this<00:04:09.520> job,<00:04:09.880> I<00:04:09.959> find<00:04:10.280> that<00:04:10.440> that's<00:04:10.680> really<00:04:10.880> important.

00:04:12.080 --> 00:04:20.160
Um<00:04:12.720> on<00:04:12.959> the<00:04:13.080> work<00:04:13.360> front,<00:04:13.840> you<00:04:13.920> know,<00:04:14.040> I<00:04:14.120> split<00:04:14.480> my<00:04:14.600> time<00:04:15.040> between<00:04:15.880> the<00:04:16.120> people<00:04:16.560> that<00:04:17.480> uh<00:04:17.560> I<00:04:17.640> think<00:04:17.920> influence<00:04:18.400> my<00:04:18.519> decision-making<00:04:19.239> and<00:04:19.359> sort<00:04:19.480> of<00:04:19.560> my<00:04:19.640> perspective<00:04:20.079> of

00:04:20.160 --> 00:04:24.640
the<00:04:20.239> most.<00:04:21.000> So,<00:04:21.640> about<00:04:21.840> 20%<00:04:22.560> with<00:04:22.720> my<00:04:22.880> team,<00:04:23.280> existing<00:04:23.720> team.

00:04:24.640 --> 00:04:30.760
Um<00:04:25.280> about<00:04:25.560> 20%<00:04:27.120> uh<00:04:27.280> recruiting<00:04:27.919> and<00:04:28.040> bringing<00:04:28.400> in<00:04:28.560> great<00:04:28.840> talent<00:04:29.280> into<00:04:29.480> the<00:04:29.560> company.

00:04:30.760 --> 00:04:33.919
Um<00:04:31.000> another<00:04:31.360> 20%<00:04:32.280> with<00:04:32.480> customers.

00:04:33.919 --> 00:04:41.000
Um<00:04:34.360> and<00:04:34.520> then<00:04:34.640> the<00:04:34.720> balance<00:04:35.120> of<00:04:35.200> the<00:04:35.320> time,<00:04:35.720> you<00:04:35.840> know,<00:04:36.440> uh<00:04:36.520> with<00:04:36.800> with<00:04:37.200> other<00:04:37.440> folks<00:04:37.800> in<00:04:37.919> the<00:04:37.960> industry<00:04:38.520> and<00:04:38.680> with<00:04:38.919> within<00:04:39.160> the<00:04:39.240> company,<00:04:39.960> uh<00:04:40.080> board<00:04:40.280> members,<00:04:40.680> and<00:04:40.800> so

00:04:41.000 --> 00:04:43.200
on.<00:04:41.720> Um<00:04:42.000> so,<00:04:42.120> it's<00:04:42.200> kind<00:04:42.360> of<00:04:42.440> an<00:04:42.480> important<00:04:42.840> split.

00:04:43.200 --> 00:04:49.800
I<00:04:43.280> really<00:04:43.600> think<00:04:43.840> that<00:04:44.120> as<00:04:44.280> a<00:04:44.320> CEO,<00:04:44.880> you<00:04:45.040> need<00:04:45.280> that<00:04:45.480> broader<00:04:45.840> context<00:04:47.160> in<00:04:47.360> which<00:04:47.560> you<00:04:47.680> operate<00:04:48.160> so<00:04:48.280> that<00:04:48.440> you're<00:04:48.560> not<00:04:48.800> in<00:04:48.960> an<00:04:49.000> echo<00:04:49.240> chamber.

00:04:49.800 --> 00:04:55.560
And<00:04:50.000> so,<00:04:50.240> the<00:04:50.360> customers<00:04:50.960> and<00:04:51.080> external<00:04:51.560> experts<00:04:52.440> are<00:04:52.640> really<00:04:52.919> important<00:04:53.760> uh<00:04:53.840> part<00:04:54.040> of<00:04:54.080> my<00:04:54.200> day.

00:04:55.560 --> 00:04:59.960
<00:04:55.853> And<00:04:56.147> obviously,<00:04:56.440> the<00:04:56.733> biggest<00:04:57.027> thing<00:04:57.320> everyone's<00:04:57.613> talking<00:04:57.907> about,<00:04:58.200> including<00:04:58.493> CEOs,<00:04:58.787> is<00:04:59.080> AI.

00:04:59.960 --> 00:05:02.480
How<00:05:00.120> are<00:05:00.320> you<00:05:00.480> thinking<00:05:00.840> about<00:05:01.160> it?<00:05:01.320> How<00:05:01.400> are<00:05:01.480> you<00:05:01.640> implementing<00:05:02.240> it?

00:05:02.480 --> 00:05:05.960
How<00:05:02.766> often<00:05:03.051> are<00:05:03.337> you<00:05:03.623> using<00:05:03.909> it?<00:05:04.194> <00:05:04.480> Yeah.

00:05:05.960 --> 00:05:09.000
So,<00:05:06.360> I'm<00:05:06.560> an<00:05:06.680> eternal<00:05:07.080> optimist<00:05:07.680> in<00:05:07.800> general.

00:05:09.000 --> 00:05:17.720
Um<00:05:09.600> and<00:05:09.840> what<00:05:09.960> I<00:05:10.040> would<00:05:10.200> say<00:05:10.360> is,<00:05:10.640> you<00:05:10.760> know,<00:05:10.880> I<00:05:10.960> feel<00:05:11.200> very<00:05:11.560> optimistic<00:05:12.280> about<00:05:12.640> the<00:05:12.720> future<00:05:13.080> of<00:05:13.200> AI<00:05:13.600> and<00:05:13.800> what<00:05:13.960> it<00:05:14.120> will<00:05:14.680> provide<00:05:15.320> for<00:05:15.800> us<00:05:16.040> as<00:05:16.200> a<00:05:16.240> society.

00:05:17.720 --> 00:05:26.480
Um<00:05:19.120> you<00:05:19.280> know,<00:05:19.360> I<00:05:19.400> think<00:05:19.600> if<00:05:19.720> you<00:05:19.840> take<00:05:20.080> a<00:05:20.120> look<00:05:20.360> at<00:05:20.440> the<00:05:20.520> performance<00:05:21.320> of<00:05:21.680> the<00:05:21.800> US<00:05:22.320> market,<00:05:22.880> stock<00:05:23.160> market,<00:05:23.760> you<00:05:23.840> know,<00:05:23.960> just<00:05:24.200> looking<00:05:24.440> at<00:05:24.520> the<00:05:24.560> S&P<00:05:24.960> 500,<00:05:26.120> it's

00:05:26.480 --> 00:05:30.640
outperformed<00:05:27.200> 25%<00:05:28.520> uh<00:05:28.720> up<00:05:29.080> over<00:05:29.320> the<00:05:29.440> last<00:05:29.760> 2<00:05:29.919> years.

00:05:30.640 --> 00:05:35.880
And<00:05:30.840> that's<00:05:31.720> despite<00:05:32.360> what<00:05:32.480> I<00:05:32.560> would<00:05:32.680> call<00:05:33.160> very<00:05:33.560> turbulent<00:05:34.480> times,<00:05:35.120> right?

00:05:35.880 --> 00:05:43.120
Political<00:05:36.301> instability,<00:05:36.723> uh<00:05:37.144> inflation,<00:05:37.565> um<00:05:37.987> high<00:05:38.408> interest<00:05:38.829> rates,<00:05:39.251> and<00:05:39.672> and<00:05:40.093> still<00:05:40.515> we<00:05:40.936> have<00:05:41.357> this<00:05:41.779> great<00:05:42.200> performance.

00:05:43.120 --> 00:05:48.800
And<00:05:43.240> what<00:05:43.400> you<00:05:43.560> can<00:05:43.720> see<00:05:43.880> underneath<00:05:44.440> that<00:05:44.760> is<00:05:45.480> majority<00:05:46.040> of<00:05:46.120> that<00:05:46.320> is<00:05:46.440> really<00:05:46.760> being<00:05:47.000> fueled<00:05:47.400> by<00:05:47.600> technology.

00:05:48.800 --> 00:05:53.120
Uh<00:05:49.280> AI<00:05:49.520> infrastructure<00:05:50.560> and<00:05:50.800> and<00:05:51.040> sort<00:05:51.200> of<00:05:51.320> everything<00:05:51.640> else<00:05:51.840> that<00:05:51.960> goes<00:05:52.160> into<00:05:52.360> that.

00:05:53.120 --> 00:05:57.000
Um<00:05:53.800> so<00:05:53.960> I<00:05:54.040> believe<00:05:54.400> that<00:05:54.600> financially<00:05:55.200> the<00:05:55.320> opportunity<00:05:55.960> is<00:05:56.120> quite<00:05:56.360> great.

00:05:57.000 --> 00:06:05.400
Um<00:05:57.314> and<00:05:57.628> for<00:05:57.942> people,<00:05:58.255> you<00:05:58.569> know,<00:05:58.883> I<00:05:59.197> think<00:05:59.511> it's<00:05:59.825> going<00:06:00.138> to<00:06:00.452> be<00:06:00.766> a<00:06:01.080> time<00:06:01.394> of<00:06:01.708> transition<00:06:02.022> like<00:06:02.335> any<00:06:02.649> other<00:06:02.963> big<00:06:03.277> transformation,<00:06:03.591> but<00:06:03.905> in<00:06:04.218> the<00:06:04.532> end<00:06:04.846> um<00:06:05.160> my

00:06:05.400 --> 00:06:13.640
hope<00:06:05.720> is<00:06:05.840> that<00:06:06.080> we<00:06:06.240> will<00:06:06.400> come<00:06:06.600> out<00:06:06.880> more<00:06:07.720> evolved,<00:06:08.440> focused<00:06:08.960> on<00:06:09.680> better<00:06:09.960> problem-solving,<00:06:11.360> being<00:06:11.640> more<00:06:11.880> efficient<00:06:12.360> with<00:06:12.520> our<00:06:12.640> times.

00:06:13.640 --> 00:06:22.240
And<00:06:13.760> I<00:06:13.840> certainly<00:06:14.280> hope<00:06:14.520> that<00:06:14.760> really<00:06:15.000> important<00:06:16.040> tenets<00:06:16.520> of<00:06:16.720> our<00:06:16.960> society<00:06:17.560> such<00:06:17.800> as<00:06:17.919> health<00:06:18.200> care,<00:06:18.880> education<00:06:19.800> are<00:06:19.960> much<00:06:20.200> improved.

00:06:22.240 --> 00:06:29.480
<00:06:22.528> Yeah,<00:06:22.816> right.<00:06:23.104> Like<00:06:23.392> and<00:06:23.680> you<00:06:23.968> know,<00:06:24.256> there's<00:06:24.544> there's<00:06:24.832> kind<00:06:25.120> of<00:06:25.408> like<00:06:25.696> this<00:06:25.984> existential<00:06:26.272> crisis<00:06:26.560> that<00:06:26.848> you're<00:06:27.136> seeing<00:06:27.424> throughout<00:06:27.712> the<00:06:28.000> country.

00:06:29.480 --> 00:06:34.200
Uh<00:06:29.720> I<00:06:29.800> live<00:06:29.960> in<00:06:30.080> Utah<00:06:30.560> and<00:06:30.720> there<00:06:30.840> was<00:06:30.960> this<00:06:31.200> big<00:06:31.400> data<00:06:31.680> center<00:06:31.919> project<00:06:32.400> that<00:06:32.480> was<00:06:32.600> announced<00:06:33.080> here.

00:06:34.200 --> 00:06:42.520
And<00:06:34.640> kind<00:06:34.840> of<00:06:34.919> the<00:06:35.040> backlash<00:06:35.600> to<00:06:35.720> it<00:06:35.800> is<00:06:35.919> really<00:06:36.120> interesting<00:06:36.520> and<00:06:36.680> AI<00:06:36.919> being<00:06:37.200> so<00:06:37.800> uh<00:06:38.280> unpopular,<00:06:39.919> which<00:06:40.120> to<00:06:40.200> me<00:06:40.360> kind<00:06:40.560> of<00:06:40.640> seems<00:06:40.880> more<00:06:41.080> of<00:06:41.160> like<00:06:41.320> a<00:06:41.400> failure<00:06:41.800> of<00:06:41.960> leadership

00:06:42.520 --> 00:06:48.600
than<00:06:42.680> anything<00:06:43.040> else<00:06:43.360> and<00:06:43.480> a<00:06:43.800> failure<00:06:44.160> of<00:06:44.280> like<00:06:44.480> explaining<00:06:45.120> in<00:06:45.240> the<00:06:45.320> same<00:06:45.560> way<00:06:45.720> that<00:06:45.840> you<00:06:45.919> just<00:06:46.120> explained<00:06:46.600> like<00:06:47.120> kind<00:06:47.320> of<00:06:47.400> the<00:06:47.520> opportunities<00:06:48.160> that<00:06:48.280> are<00:06:48.360> going<00:06:48.520> to

00:06:48.600 --> 00:06:51.840
exist<00:06:49.080> out<00:06:49.200> of<00:06:49.280> this.<00:06:50.120> So<00:06:50.240> I'd<00:06:50.360> love<00:06:50.480> to<00:06:50.560> hear<00:06:50.680> like<00:06:51.080> how<00:06:51.200> do<00:06:51.320> you<00:06:51.480> lead?

00:06:51.840 --> 00:06:55.919
Give<00:06:52.000> us<00:06:52.120> a<00:06:52.160> sense<00:06:52.440> for<00:06:52.640> like<00:06:52.880> your<00:06:53.000> great<00:06:53.840> uh<00:06:53.960> leadership<00:06:54.480> qualities<00:06:54.919> that<00:06:55.040> you've<00:06:55.200> learned<00:06:55.480> over<00:06:55.640> the<00:06:55.720> years.

00:06:55.919 --> 00:07:00.760
Like<00:06:56.080> you<00:06:56.160> said,<00:06:56.320> you<00:06:56.400> have<00:06:56.720> had<00:06:56.960> a<00:06:57.000> very<00:06:57.240> impressive<00:06:57.720> career<00:06:58.680> before<00:06:59.040> coming<00:06:59.480> here.

00:07:00.760 --> 00:07:04.720
Um<00:07:00.919> what<00:07:01.080> did<00:07:01.200> you<00:07:01.320> learn<00:07:01.480> about<00:07:01.720> leadership<00:07:02.200> that<00:07:02.360> you've<00:07:02.480> transferred<00:07:02.919> over<00:07:03.120> here?

00:07:04.720 --> 00:07:13.240
<00:07:05.080> Yeah,<00:07:05.440> look,<00:07:05.800> I<00:07:06.160> think<00:07:06.520> that<00:07:06.880> the<00:07:07.240> most<00:07:07.600> important<00:07:07.960> thing<00:07:08.320> right<00:07:08.680> now<00:07:09.040> given<00:07:09.400> the<00:07:09.760> uncertainty<00:07:10.120> and<00:07:10.480> and<00:07:10.840> the<00:07:11.200> different<00:07:11.560> views<00:07:11.920> on<00:07:12.280> what's<00:07:12.640> happening<00:07:13.000> with

00:07:13.240 --> 00:07:21.600
AI<00:07:13.680> and<00:07:13.760> just<00:07:13.919> more<00:07:14.080> broadly<00:07:14.520> the<00:07:14.640> world<00:07:14.880> at<00:07:15.000> large,<00:07:16.160> uh<00:07:16.440> the<00:07:16.560> most<00:07:16.760> important<00:07:17.240> thing<00:07:18.360> leaders<00:07:18.880> need<00:07:19.080> to<00:07:19.200> do<00:07:19.480> is<00:07:19.600> actually<00:07:19.919> make<00:07:20.120> decisions.

00:07:21.600 --> 00:07:25.400
Uh<00:07:21.800> that<00:07:21.960> was<00:07:22.120> always<00:07:22.440> true.<00:07:23.280> Um<00:07:23.400> but<00:07:23.520> I<00:07:23.560> think<00:07:23.760> it's<00:07:23.880> even<00:07:24.080> more<00:07:24.240> important<00:07:24.680> in<00:07:24.800> today's<00:07:25.160> world.

00:07:25.400 --> 00:07:31.400
And<00:07:25.480> so<00:07:25.640> what<00:07:25.720> does<00:07:25.840> that<00:07:26.000> look<00:07:26.200> like?<00:07:26.440> Well,<00:07:26.600> first<00:07:26.919> of<00:07:27.000> all,<00:07:27.720> we<00:07:27.880> have<00:07:28.040> to<00:07:28.160> be<00:07:28.280> okay<00:07:28.640> making<00:07:29.000> decisions<00:07:29.440> without<00:07:29.720> perfect<00:07:30.080> information.

00:07:31.400 --> 00:07:37.240
And<00:07:31.840> so<00:07:32.520> um<00:07:32.840> I<00:07:32.919> talk<00:07:33.160> a<00:07:33.200> lot<00:07:33.440> about<00:07:33.680> turning<00:07:33.960> uncertainty<00:07:34.560> into<00:07:34.800> risk<00:07:35.000> management<00:07:35.720> and<00:07:35.840> leading<00:07:36.120> with<00:07:36.280> courage.

00:07:37.240 --> 00:07:44.600
And<00:07:37.440> so<00:07:37.600> Colin<00:07:37.880> Powell<00:07:38.240> has<00:07:38.560> a<00:07:38.640> great<00:07:38.919> quote<00:07:39.160> around<00:07:39.520> this,<00:07:39.840> which<00:07:40.160> is<00:07:40.400> that<00:07:40.680> if<00:07:40.800> you<00:07:40.960> have<00:07:41.160> less<00:07:41.400> than<00:07:41.520> 40%<00:07:42.120> of<00:07:42.280> data<00:07:42.520> supporting<00:07:42.920> your<00:07:43.000> decision,<00:07:43.520> it's<00:07:43.680> a<00:07:43.760> guess.

00:07:44.600 --> 00:07:48.600
If<00:07:44.760> you<00:07:44.880> have<00:07:45.000> more<00:07:45.200> than<00:07:45.400> 70%<00:07:46.120> of<00:07:46.160> the<00:07:46.280> data,<00:07:46.720> you<00:07:46.840> probably<00:07:47.320> waited<00:07:47.680> too<00:07:47.840> long.

00:07:48.600 --> 00:07:57.080
And<00:07:48.800> so<00:07:49.000> really<00:07:49.680> figuring<00:07:50.120> out<00:07:50.280> how<00:07:50.400> to<00:07:50.520> make<00:07:50.720> decisions<00:07:51.360> in<00:07:51.480> that<00:07:51.680> 40<00:07:51.960> to<00:07:52.080> 70%<00:07:52.840> space<00:07:53.880> um<00:07:54.520> is<00:07:54.720> critical<00:07:55.240> because<00:07:55.640> when<00:07:55.920> when<00:07:56.760> teams

00:07:57.080 --> 00:08:02.680
get<00:07:57.280> stuck,<00:07:58.200> that's<00:07:58.800> that<00:07:59.120> that<00:07:59.600> within<00:07:59.880> itself<00:08:00.240> is<00:08:00.360> the<00:08:00.440> biggest<00:08:00.800> risk<00:08:01.160> to<00:08:01.320> a<00:08:01.400> business<00:08:01.800> is.

00:08:02.680 --> 00:08:09.240
Um<00:08:03.240> so<00:08:03.480> you<00:08:03.560> know,<00:08:03.680> that's<00:08:04.000> something<00:08:04.360> new<00:08:04.720> that<00:08:04.960> I<00:08:05.040> think<00:08:05.280> a<00:08:05.360> lot<00:08:05.520> about<00:08:05.760> is<00:08:05.880> how<00:08:05.960> to<00:08:06.080> get<00:08:06.280> teams<00:08:06.600> unstuck<00:08:07.240> because<00:08:07.520> they're<00:08:07.680> reading<00:08:08.080> so<00:08:08.280> much<00:08:08.600> information,<00:08:09.120> they're

00:08:09.240 --> 00:08:11.600
consuming<00:08:10.240> information<00:08:10.760> to<00:08:10.880> your<00:08:11.040> point.

00:08:11.600 --> 00:08:18.600
Um<00:08:12.320> if<00:08:12.480> it's<00:08:12.640> not<00:08:12.800> addressed<00:08:13.200> properly,<00:08:13.760> it<00:08:13.880> can<00:08:14.160> seem<00:08:14.440> like<00:08:14.560> a<00:08:14.600> lot<00:08:14.800> of<00:08:14.919> swirl<00:08:15.919> and<00:08:16.480> with<00:08:16.680> that<00:08:17.000> comes<00:08:17.640> fear.

00:08:18.600 --> 00:08:23.080
Um<00:08:19.240> additionally,<00:08:19.919> you<00:08:20.040> know,<00:08:20.160> it's<00:08:20.280> really<00:08:20.480> about<00:08:20.680> leveling<00:08:21.080> up<00:08:21.240> the<00:08:21.360> rest<00:08:21.640> of<00:08:21.720> the<00:08:21.800> leadership<00:08:22.320> organization.

00:08:23.080 --> 00:08:26.800
You<00:08:23.160> know,<00:08:23.280> I'm<00:08:23.400> one<00:08:23.560> person.<00:08:24.040> We<00:08:24.200> have<00:08:24.560> uh<00:08:24.680> nearly<00:08:25.000> a<00:08:25.040> thousand<00:08:25.360> people<00:08:25.640> in<00:08:25.720> the<00:08:25.800> company.

00:08:26.800 --> 00:08:35.360
So<00:08:27.000> I<00:08:27.120> alone<00:08:27.440> can't<00:08:27.680> do<00:08:27.800> much.<00:08:28.800> Um<00:08:29.480> and<00:08:29.840> it's<00:08:30.080> really<00:08:30.400> about<00:08:31.240> uh<00:08:31.360> having<00:08:31.680> the<00:08:31.800> right<00:08:32.000> confidence<00:08:32.520> in<00:08:32.640> your<00:08:32.760> leaders<00:08:33.120> and<00:08:33.240> giving<00:08:33.479> them<00:08:33.640> that<00:08:33.840> autonomy<00:08:35.000> to

00:08:35.360 --> 00:08:40.919
operate.<00:08:36.200> Um<00:08:36.680> one<00:08:36.880> of<00:08:36.960> the<00:08:37.120> things<00:08:37.440> that<00:08:37.599> we<00:08:37.760> did<00:08:38.000> when<00:08:38.159> I<00:08:38.280> started<00:08:38.680> was<00:08:38.880> refresh<00:08:39.360> our<00:08:39.440> company<00:08:39.800> values.

00:08:40.919 --> 00:08:46.800
And<00:08:41.640> you<00:08:41.719> know,<00:08:41.840> that's<00:08:42.120> the<00:08:42.240> lens<00:08:42.560> through<00:08:42.760> which<00:08:43.000> we<00:08:43.120> make<00:08:43.360> people<00:08:43.880> decisions<00:08:44.600> and<00:08:44.839> and<00:08:45.080> often<00:08:45.400> strategic<00:08:45.920> decisions<00:08:46.400> as<00:08:46.560> well.

00:08:46.800 --> 00:08:55.800
And<00:08:46.920> so<00:08:47.040> I<00:08:47.080> think<00:08:47.320> having<00:08:47.920> a<00:08:48.040> core<00:08:48.360> set<00:08:48.800> of<00:08:49.520> values<00:08:50.080> that<00:08:50.280> you<00:08:50.839> can<00:08:51.080> operate<00:08:51.560> under<00:08:52.040> and<00:08:52.320> a<00:08:52.360> north<00:08:52.800> star,<00:08:53.080> which<00:08:53.320> for<00:08:53.480> us<00:08:53.680> is<00:08:53.839> of<00:08:53.960> course<00:08:54.920> extremely

00:08:55.800 --> 00:09:00.080
easy<00:08:56.080> to<00:08:56.200> follow<00:08:56.600> because<00:08:56.960> it<00:08:57.120> has<00:08:57.320> such<00:08:57.520> deep<00:08:57.760> purpose<00:08:58.560> in<00:08:58.720> helping<00:08:59.080> families.

00:09:00.080 --> 00:09:03.880
Um<00:09:00.600> you<00:09:00.720> know,<00:09:00.920> those<00:09:01.400> are<00:09:01.480> probably<00:09:01.839> the<00:09:01.960> three<00:09:02.200> important<00:09:02.600> tenets.

00:09:03.880 --> 00:09:08.120
<00:09:04.115> What<00:09:04.350> are<00:09:04.585> your<00:09:04.820> company's<00:09:05.055> values?<00:09:05.290> <00:09:05.525> Yeah,<00:09:05.760> so<00:09:05.995> we<00:09:06.230> have<00:09:06.465> uh<00:09:06.700> thank<00:09:06.935> you<00:09:07.170> for<00:09:07.405> asking<00:09:07.640> that.

00:09:08.120 --> 00:09:16.560
So<00:09:08.240> we've<00:09:08.400> got<00:09:08.600> five<00:09:08.920> values.<00:09:09.600> Um<00:09:09.800> the<00:09:09.920> first<00:09:10.240> one<00:09:10.360> is<00:09:10.480> mission<00:09:10.800> over<00:09:11.000> me,<00:09:12.000> which<00:09:12.240> you<00:09:12.280> would<00:09:12.400> imagine<00:09:12.839> in<00:09:13.000> in<00:09:13.200> our<00:09:13.839> uh<00:09:13.920> in<00:09:14.040> our<00:09:14.160> line<00:09:14.400> of<00:09:14.480> business<00:09:15.520> uh<00:09:15.760> is<00:09:15.920> critical.

00:09:16.560 --> 00:09:21.440
Um<00:09:16.720> the<00:09:16.880> second<00:09:17.280> one<00:09:17.560> couldn't<00:09:17.800> be<00:09:17.920> more<00:09:18.360> true<00:09:18.720> these<00:09:18.960> days,<00:09:19.360> which<00:09:19.600> is<00:09:19.720> embrace<00:09:20.160> change.

00:09:21.440 --> 00:09:28.120
Um<00:09:21.960> and<00:09:22.040> again,<00:09:22.320> we<00:09:22.440> did<00:09:22.640> this<00:09:22.800> two<00:09:22.960> years<00:09:23.200> ago,<00:09:23.960> uh<00:09:24.160> but<00:09:24.480> you<00:09:24.560> know,<00:09:24.680> today<00:09:25.200> that's<00:09:25.400> probably<00:09:25.760> one<00:09:25.920> of<00:09:26.000> the<00:09:26.120> ones<00:09:26.320> that<00:09:26.440> people<00:09:26.760> talk<00:09:26.960> about<00:09:27.200> the<00:09:27.240> most.

00:09:28.120 --> 00:09:30.640
Um<00:09:28.440> the<00:09:28.560> third<00:09:28.800> one<00:09:28.960> is<00:09:29.120> we<00:09:29.240> do<00:09:29.440> hard<00:09:29.680> things.

00:09:30.640 --> 00:09:35.440
Um<00:09:31.200> and<00:09:31.360> I<00:09:31.400> was<00:09:31.560> really<00:09:31.800> inspired.<00:09:32.520> I<00:09:32.560> know<00:09:32.680> you<00:09:32.839> asked<00:09:33.520> uh<00:09:33.600> earlier<00:09:34.000> about<00:09:34.360> some<00:09:34.480> of<00:09:34.560> my<00:09:34.680> reading<00:09:34.960> material.

00:09:35.440 --> 00:09:40.960
I<00:09:35.480> was<00:09:35.640> really<00:09:36.160> inspired<00:09:36.720> by<00:09:36.960> a<00:09:37.360> uh<00:09:37.440> book<00:09:37.760> I<00:09:37.840> read<00:09:38.160> back<00:09:38.360> then,<00:09:38.680> which<00:09:38.840> was<00:09:39.000> The<00:09:39.040> Hard<00:09:39.280> Things<00:09:39.680> About<00:09:40.160> Hard<00:09:40.360> Things.

00:09:40.960 --> 00:09:44.080
<00:09:41.383> Mhm.<00:09:41.806> <00:09:42.229> And<00:09:42.651> really<00:09:43.074> resonated<00:09:43.497> with<00:09:43.920> me.

00:09:44.080 --> 00:09:45.960
So,<00:09:44.200> we're<00:09:44.320> a<00:09:44.360> company<00:09:44.720> that<00:09:44.920> likes<00:09:45.200> to<00:09:45.280> do<00:09:45.400> hard<00:09:45.640> things.

00:09:45.960 --> 00:09:52.480
We<00:09:46.080> enjoy<00:09:46.480> solving<00:09:47.000> hard<00:09:47.320> problems.<00:09:48.640> Um<00:09:49.120> the<00:09:49.240> fourth<00:09:49.600> one<00:09:49.840> is<00:09:50.680> uh<00:09:50.760> we<00:09:50.960> win<00:09:51.200> together<00:09:51.680> as<00:09:51.800> a<00:09:51.880> team.

00:09:52.480 --> 00:09:56.520
So,<00:09:52.720> really<00:09:52.960> driving<00:09:53.320> outcomes<00:09:54.200> as<00:09:54.360> one<00:09:54.520> collaborative<00:09:55.360> organization.

00:09:56.520 --> 00:09:58.760
And<00:09:56.680> the<00:09:56.760> last<00:09:57.200> one<00:09:57.440> is<00:09:57.600> winning<00:09:57.840> the<00:09:57.920> right<00:09:58.160> way.

00:09:58.760 --> 00:10:03.760
So,<00:09:59.000> a<00:09:59.040> nod<00:09:59.480> to<00:09:59.800> how<00:09:59.960> important<00:10:00.320> integrity<00:10:00.880> and<00:10:01.080> ethics<00:10:02.040> are<00:10:02.440> within<00:10:02.720> the<00:10:02.880> organization.

00:10:03.760 --> 00:10:12.400
So,<00:10:03.880> if<00:10:04.000> you<00:10:04.120> think<00:10:04.280> about<00:10:04.560> those<00:10:04.960> five<00:10:05.280> pillars,<00:10:06.200> it<00:10:06.440> really<00:10:06.840> helps<00:10:07.240> in<00:10:07.400> terms<00:10:07.680> of<00:10:07.760> calibrating<00:10:08.840> who<00:10:09.040> we<00:10:09.240> welcome<00:10:09.640> into<00:10:09.840> the<00:10:09.920> company,<00:10:10.960> uh<00:10:11.040> who<00:10:11.200> doesn't<00:10:11.640> fit<00:10:11.840> in,

00:10:12.400 --> 00:10:18.640
and<00:10:12.560> how<00:10:12.680> do<00:10:12.800> we<00:10:12.920> make<00:10:13.160> decisions<00:10:13.640> around<00:10:14.200> customer<00:10:14.600> experience,<00:10:15.440> our<00:10:15.560> investment<00:10:16.000> strategy,<00:10:16.560> and<00:10:16.720> so<00:10:16.880> on.

00:10:18.640 --> 00:10:24.240
<00:10:18.830> Give<00:10:19.020> me<00:10:19.210> a<00:10:19.400> sense<00:10:19.590> for<00:10:19.780> like<00:10:19.970> how<00:10:20.160> cuz<00:10:20.350> cuz<00:10:20.540> obviously<00:10:20.730> you're<00:10:20.920> on<00:10:21.110> the<00:10:21.300> front<00:10:21.490> lines<00:10:21.680> of<00:10:21.870> a<00:10:22.060> really<00:10:22.250> interesting<00:10:22.440> thing<00:10:22.630> where<00:10:22.820> AI<00:10:23.010> is<00:10:23.200> supposed<00:10:23.390> to<00:10:23.580> make<00:10:23.770> us<00:10:23.960> super

00:10:24.240 --> 00:10:32.000
efficient,<00:10:24.800> right?<00:10:25.720> And<00:10:25.840> in<00:10:25.960> a<00:10:26.000> lot<00:10:26.200> of<00:10:26.280> ways<00:10:26.520> it<00:10:26.640> does,<00:10:27.160> but<00:10:27.360> also<00:10:27.680> like<00:10:28.400> uh<00:10:28.880> what<00:10:29.120> you<00:10:29.280> do<00:10:29.480> is<00:10:29.600> like<00:10:29.760> this<00:10:29.960> compassionate<00:10:30.960> care.

00:10:32.000 --> 00:10:40.280
You've<00:10:32.120> got<00:10:32.320> it<00:10:32.400> like<00:10:32.720> you're<00:10:33.040> like<00:10:33.400> on<00:10:33.600> the<00:10:33.720> front<00:10:34.080> lines,<00:10:34.680> and<00:10:34.840> sometimes<00:10:35.240> efficiency<00:10:35.840> might<00:10:37.080> um<00:10:37.600> battle<00:10:38.160> with<00:10:38.360> just<00:10:38.600> like<00:10:38.840> the<00:10:39.040> general<00:10:39.480> like<00:10:39.720> how<00:10:39.839> you<00:10:40.000> treat

00:10:40.280 --> 00:10:42.560
human<00:10:40.560> beings.<00:10:40.960> How<00:10:41.080> do<00:10:41.160> you<00:10:41.320> think<00:10:41.560> of<00:10:41.680> Does<00:10:41.800> that<00:10:41.920> make<00:10:42.080> sense<00:10:42.360> to<00:10:42.440> you?

00:10:42.560 --> 00:10:46.920
Like,<00:10:43.040> how<00:10:43.160> do<00:10:43.280> you<00:10:43.920> uh<00:10:44.040> talk<00:10:44.320> to<00:10:44.400> your<00:10:44.520> employees<00:10:44.960> about<00:10:45.200> that?

00:10:46.920 --> 00:10:54.280
<00:10:47.273> Yeah,<00:10:47.626> because<00:10:47.979> the<00:10:48.332> business<00:10:48.685> that<00:10:49.038> we're<00:10:49.391> in,<00:10:49.744> um<00:10:50.096> we<00:10:50.449> really<00:10:50.802> prioritize<00:10:51.155> the<00:10:51.508> customer<00:10:51.861> experience<00:10:52.214> first<00:10:52.567> and<00:10:52.920> foremost.

00:10:54.280 --> 00:10:59.600
Um<00:10:54.839> our<00:10:55.120> average<00:10:55.640> length<00:10:56.000> of<00:10:56.120> call<00:10:56.600> time<00:10:57.160> with<00:10:57.360> a<00:10:57.440> family<00:10:58.200> is<00:10:58.480> north<00:10:58.760> of<00:10:58.880> 20<00:10:59.160> minutes.

00:10:59.600 --> 00:11:08.040
So,<00:11:00.160> that's<00:11:00.400> pretty<00:11:00.680> unusual.<00:11:02.200> Um<00:11:02.440> but<00:11:02.920> also<00:11:03.480> intuitively<00:11:05.040> make<00:11:05.280> sense<00:11:05.680> because<00:11:06.120> you're<00:11:06.280> dealing<00:11:06.640> with<00:11:06.800> such<00:11:07.000> an<00:11:07.080> emotional<00:11:07.800> big

00:11:08.040 --> 00:11:16.600
decision.<00:11:09.320> Um<00:11:10.040> and<00:11:10.320> so,<00:11:10.760> we<00:11:11.600> don't<00:11:12.080> have<00:11:12.440> metrics<00:11:13.080> around<00:11:14.400> uh<00:11:14.480> making<00:11:14.880> those<00:11:15.120> calls<00:11:15.440> shorter.

00:11:16.600 --> 00:11:25.320
Um<00:11:17.080> we<00:11:17.240> really<00:11:17.800> we<00:11:18.000> really<00:11:18.360> train<00:11:18.720> the<00:11:18.839> team<00:11:19.360> on<00:11:19.520> what<00:11:19.720> is<00:11:19.880> the<00:11:20.000> right<00:11:20.960> coaching<00:11:21.600> skills<00:11:22.080> in<00:11:22.240> order<00:11:22.520> to<00:11:22.720> help<00:11:22.920> the<00:11:23.040> families<00:11:23.680> make<00:11:23.960> this<00:11:24.120> decision.

00:11:25.320 --> 00:11:30.240
Um<00:11:25.920> and<00:11:26.040> we<00:11:26.200> always<00:11:26.480> sort<00:11:26.640> of<00:11:26.720> prioritize<00:11:27.520> that<00:11:27.760> the<00:11:27.839> family<00:11:28.240> outcome<00:11:28.640> first<00:11:29.000> and<00:11:29.120> foremost.

00:11:30.240 --> 00:11:37.160
Um,<00:11:30.760> with<00:11:31.000> that,<00:11:31.280> I<00:11:31.400> do<00:11:31.560> believe<00:11:31.880> productivity<00:11:32.400> and<00:11:32.480> efficiency<00:11:33.000> are<00:11:33.120> critical,<00:11:34.040> and<00:11:34.240> so<00:11:34.400> we<00:11:34.560> find<00:11:35.000> other<00:11:35.280> ways<00:11:35.920> to<00:11:36.040> bring<00:11:36.360> that<00:11:36.640> to<00:11:36.760> life.

00:11:37.160 --> 00:11:45.920
So,<00:11:37.707> certainly<00:11:38.253> from<00:11:38.800> a<00:11:39.347> back-office<00:11:39.893> workflow<00:11:40.440> perspective,<00:11:40.987> whether<00:11:41.533> that's<00:11:42.080> improving<00:11:42.627> our<00:11:43.173> collections<00:11:43.720> processes,<00:11:44.267> an<00:11:44.813> example,<00:11:45.360> or

00:11:45.920 --> 00:11:54.640
completely<00:11:46.520> transforming<00:11:47.320> the<00:11:47.440> way<00:11:47.640> we<00:11:47.800> develop<00:11:48.280> marketing<00:11:48.800> creative,<00:11:50.840> or<00:11:51.200> the<00:11:51.360> way<00:11:51.600> that,<00:11:52.120> you<00:11:52.200> know,<00:11:52.360> our<00:11:52.520> sales<00:11:53.720> operations<00:11:54.520> are

00:11:54.640 --> 00:11:57.080
run<00:11:55.000> in,<00:11:55.240> in<00:11:55.480> the<00:11:55.560> back,<00:11:56.040> in<00:11:56.160> the<00:11:56.200> back<00:11:56.560> end,<00:11:56.800> right?

00:11:57.080 --> 00:12:02.920
So,<00:11:58.160> those<00:11:58.560> processes<00:11:59.200> do<00:11:59.400> lend<00:11:59.600> themselves<00:12:00.080> very<00:12:00.400> naturally<00:12:01.120> to<00:12:01.280> be<00:12:01.440> optimized<00:12:02.280> with<00:12:02.520> AI.

00:12:02.920 --> 00:12:10.440
And<00:12:03.400> what<00:12:03.640> I've<00:12:03.720> been<00:12:03.880> thinking<00:12:04.200> about<00:12:04.680> recently<00:12:05.160> is,<00:12:05.280> like,<00:12:05.440> what<00:12:05.600> is<00:12:05.720> the<00:12:05.880> actual<00:12:06.280> difference<00:12:06.760> that<00:12:07.000> AI<00:12:08.040> offers<00:12:08.520> that<00:12:08.680> we<00:12:08.800> didn't<00:12:09.120> have<00:12:09.280> before?

00:12:10.440 --> 00:12:18.720
And<00:12:10.797> I<00:12:11.153> think<00:12:11.510> I've<00:12:11.866> distilled<00:12:12.223> it<00:12:12.579> to<00:12:12.936> this<00:12:13.292> concept<00:12:13.649> of:<00:12:14.005> before,<00:12:14.362> we<00:12:14.718> used<00:12:15.075> to<00:12:15.431> have<00:12:15.788> great<00:12:16.144> record-keeping,<00:12:16.501> so<00:12:16.857> you<00:12:17.214> could<00:12:17.570> input<00:12:17.927> things<00:12:18.283> into<00:12:18.640> a

00:12:18.720 --> 00:12:27.160
CRM<00:12:19.520> or<00:12:19.800> an<00:12:19.960> EMR,<00:12:20.520> and<00:12:20.640> you<00:12:20.760> had<00:12:21.000> this<00:12:21.160> information,<00:12:23.040> and<00:12:23.200> you<00:12:23.280> could<00:12:23.440> set<00:12:23.680> really<00:12:23.880> great<00:12:24.240> rules<00:12:24.640> around<00:12:25.080> what<00:12:25.320> if<00:12:26.160> this,<00:12:26.480> then<00:12:26.760> that,

00:12:27.160 --> 00:12:33.880
right?<00:12:28.120> But<00:12:28.320> now<00:12:28.880> we're,<00:12:29.320> we're<00:12:29.480> in<00:12:29.600> a<00:12:29.640> place<00:12:29.960> of<00:12:30.040> intelligence<00:12:31.000> and<00:12:31.560> actually<00:12:32.160> generative<00:12:32.960> responses.

00:12:33.880 --> 00:12:42.440
So,<00:12:34.520> it's<00:12:34.760> not<00:12:35.080> just<00:12:35.320> about<00:12:35.680> figuring<00:12:36.160> out<00:12:36.480> all<00:12:36.839> the<00:12:37.200> stagnant<00:12:38.000> rules<00:12:38.520> and,<00:12:38.720> and<00:12:39.000> information<00:12:39.640> that<00:12:39.800> we<00:12:39.920> capture,<00:12:40.640> but<00:12:40.760> it's<00:12:40.880> about<00:12:41.240> enabling<00:12:41.839> systems<00:12:42.320> to

00:12:42.440 --> 00:12:50.080
make<00:12:42.736> some<00:12:43.033> of<00:12:43.329> those<00:12:43.625> decisions<00:12:43.922> so<00:12:44.218> that<00:12:44.515> our<00:12:44.811> people<00:12:45.107> can<00:12:45.404> focus<00:12:45.700> on<00:12:45.996> the<00:12:46.293> high-value-based<00:12:46.589> tasks,<00:12:46.885> which<00:12:47.182> are<00:12:47.478> really<00:12:47.775> having<00:12:48.071> conversations<00:12:48.367> with<00:12:48.664> our<00:12:48.960> families.

00:12:50.080 --> 00:12:58.520
So,<00:12:50.400> more<00:12:50.720> optimization<00:12:51.560> and<00:12:51.680> process<00:12:52.280> efficiencies<00:12:52.960> on<00:12:53.080> the<00:12:53.120> back<00:12:53.440> end,<00:12:54.040> more<00:12:54.360> time<00:12:54.720> spent<00:12:55.120> with<00:12:55.280> families<00:12:55.880> and<00:12:56.000> creating<00:12:56.440> value<00:12:56.760> for<00:12:56.880> our<00:12:56.960> customers.

00:12:58.520 --> 00:13:07.080
Who's<00:12:58.760> a<00:12:58.839> leader<00:12:59.120> that<00:12:59.280> you<00:12:59.440> really<00:12:59.680> admire?<00:13:00.400> Oh<00:13:02.120> my<00:13:02.280> gosh,<00:13:02.520> you<00:13:02.600> know,<00:13:02.760> I,<00:13:03.000> I'm<00:13:03.240> obsessed<00:13:03.680> with<00:13:04.000> reading<00:13:05.160> and<00:13:05.400> learning<00:13:05.760> and<00:13:05.920> listening<00:13:06.680> about

00:13:07.080 --> 00:13:15.080
successful<00:13:07.720> people,<00:13:08.280> and<00:13:08.560> so<00:13:08.920> I<00:13:09.120> find<00:13:09.680> a<00:13:09.760> lot<00:13:10.200> of<00:13:10.680> joy<00:13:11.160> in<00:13:11.360> the<00:13:11.520> differences<00:13:12.320> and,<00:13:12.600> and<00:13:12.880> kind<00:13:13.040> of<00:13:13.120> the<00:13:13.200> polarization<00:13:13.960> of<00:13:14.120> other<00:13:14.360> people's<00:13:14.680> journeys.

00:13:15.080 --> 00:13:23.040
So,<00:13:15.560> I<00:13:15.640> love<00:13:15.839> the<00:13:15.960> Founders<00:13:16.440> podcast<00:13:17.400> 'cause<00:13:17.560> I<00:13:17.640> think<00:13:17.839> it<00:13:17.920> does<00:13:18.080> a<00:13:18.120> tremendous<00:13:18.760> job<00:13:19.160> really<00:13:19.440> featuring<00:13:20.440> the<00:13:20.560> journey<00:13:21.160> of<00:13:21.640> many<00:13:22.480> leaders.

00:13:23.040 --> 00:13:24.960
Anything<00:13:23.480> by<00:13:23.640> Walter<00:13:24.000> Isaacson,<00:13:24.640> right?

00:13:24.960 --> 00:13:33.560
Whether<00:13:25.240> that's<00:13:25.839> Elon<00:13:26.200> Musk<00:13:26.640> or<00:13:26.839> Steve<00:13:27.120> Jobs,<00:13:27.720> or<00:13:28.360> you<00:13:28.440> know,<00:13:28.760> and<00:13:29.000> Benjamin<00:13:29.360> Franklin,<00:13:29.760> and<00:13:30.000> like,<00:13:30.200> you<00:13:30.320> learn<00:13:30.600> so<00:13:30.760> much<00:13:31.040> from<00:13:31.240> every,<00:13:31.720> from<00:13:31.960> every<00:13:32.200> different<00:13:32.600> leader.

00:13:33.560 --> 00:13:39.880
Um,<00:13:33.840> but<00:13:33.960> I<00:13:34.040> think<00:13:34.280> right<00:13:34.480> now<00:13:34.720> I<00:13:34.800> would<00:13:34.960> say<00:13:35.120> Jensen,<00:13:35.720> the<00:13:35.880> CEO<00:13:36.560> of<00:13:36.720> Nvidia,<00:13:37.280> is<00:13:37.400> someone<00:13:37.680> that<00:13:37.800> I'm<00:13:37.920> following<00:13:38.400> very<00:13:38.640> closely.

00:13:39.880 --> 00:13:44.880
Um,<00:13:40.480> he<00:13:40.640> has<00:13:40.800> a<00:13:40.880> similar<00:13:41.680> immigrant<00:13:42.360> mentality<00:13:43.000> and<00:13:43.120> background<00:13:43.680> to<00:13:43.760> mine.

00:13:44.880 --> 00:13:53.120
Um,<00:13:45.120> and<00:13:45.280> I<00:13:45.360> find<00:13:45.880> that<00:13:46.040> he's<00:13:46.400> able<00:13:46.720> to<00:13:46.920> hold<00:13:47.520> two<00:13:47.800> polar<00:13:49.160> opposite<00:13:50.160> sentiments<00:13:50.760> in<00:13:50.880> his<00:13:51.040> heart<00:13:51.400> and<00:13:51.560> mind<00:13:51.880> at<00:13:51.960> the<00:13:52.040> same<00:13:52.280> time.

00:13:53.120 --> 00:14:01.560
So,<00:13:53.240> I'll<00:13:53.320> give<00:13:53.480> you<00:13:53.560> an<00:13:53.640> example,<00:13:54.240> you<00:13:54.360> know,<00:13:54.480> one<00:13:54.680> of<00:13:54.760> the,<00:13:55.800> one<00:13:56.000> of<00:13:56.040> the<00:13:56.120> pieces,<00:13:57.160> um,<00:13:57.880> that<00:13:58.160> he<00:13:58.400> spoke<00:13:58.760> to<00:13:58.960> was,<00:13:59.320> you<00:13:59.400> know,<00:13:59.520> that<00:13:59.640> he's<00:13:59.880> able<00:14:00.160> to<00:14:00.280> look<00:14:00.400> in<00:14:00.480> the<00:14:00.560> mirror

00:14:01.560 --> 00:14:09.680
and<00:14:02.000> say<00:14:02.400> that<00:14:03.000> they've<00:14:03.200> achieved<00:14:03.600> some<00:14:03.760> great<00:14:04.080> things<00:14:05.120> and<00:14:05.240> the<00:14:05.320> company's<00:14:05.760> doing<00:14:06.080> well,<00:14:06.440> and<00:14:06.600> yet<00:14:07.640> there's<00:14:07.840> so<00:14:08.000> much<00:14:08.200> more<00:14:08.400> to<00:14:08.520> do<00:14:08.800> and<00:14:08.920> here<00:14:09.120> are<00:14:09.160> all<00:14:09.240> the<00:14:09.360> things<00:14:09.600> we

00:14:09.680 --> 00:14:17.400
got<00:14:09.920> wrong.<00:14:10.800> And<00:14:11.000> I<00:14:11.080> think<00:14:11.360> that<00:14:11.560> idea<00:14:12.000> of<00:14:12.120> being<00:14:12.400> able<00:14:12.640> to<00:14:12.800> be<00:14:12.960> candid<00:14:13.400> with<00:14:13.560> each,<00:14:13.880> with<00:14:14.120> yourself<00:14:14.760> and<00:14:14.880> with<00:14:15.000> your<00:14:15.200> team<00:14:15.680> that<00:14:15.920> both<00:14:16.280> things<00:14:16.560> are<00:14:16.680> true<00:14:16.960> at<00:14:17.080> the<00:14:17.160> same

00:14:17.400 --> 00:14:24.920
time,<00:14:17.800> that<00:14:17.920> you<00:14:18.000> don't<00:14:18.120> have<00:14:18.240> to<00:14:18.360> pick<00:14:18.520> a<00:14:18.600> lane,<00:14:19.280> that<00:14:19.440> the<00:14:19.560> world<00:14:19.840> is<00:14:19.960> more<00:14:20.080> complicated<00:14:20.760> than<00:14:20.920> that,<00:14:21.560> really<00:14:21.880> resonates<00:14:22.400> with<00:14:22.560> me<00:14:22.760> and,<00:14:23.200> um,<00:14:23.520> he's<00:14:23.720> also<00:14:24.040> a<00:14:24.080> great<00:14:24.320> advocate

00:14:24.920 --> 00:14:32.640
for<00:14:25.200> what<00:14:25.360> we<00:14:25.440> were<00:14:25.520> talking<00:14:25.920> about<00:14:26.160> earlier,<00:14:26.760> um,<00:14:27.240> what<00:14:27.360> I<00:14:27.440> would<00:14:27.560> categorize<00:14:28.160> as<00:14:28.280> responsible<00:14:29.160> AI<00:14:29.440> narrative,<00:14:30.600> where<00:14:30.960> I<00:14:31.000> think<00:14:31.160> he's<00:14:31.360> really<00:14:31.560> going<00:14:31.839> above<00:14:32.080> and<00:14:32.200> beyond

00:14:32.640 --> 00:14:40.760
in<00:14:32.760> ensuring<00:14:33.280> that,<00:14:34.080> um,<00:14:34.480> the<00:14:34.600> right<00:14:34.760> information<00:14:35.280> is<00:14:35.400> being<00:14:35.640> shared<00:14:35.960> and<00:14:36.040> that<00:14:36.200> people<00:14:36.520> are<00:14:36.600> interpreting<00:14:37.600> the<00:14:37.720> facts,<00:14:38.560> um,<00:14:39.080> around<00:14:39.480> this<00:14:39.640> change<00:14:40.000> in<00:14:40.120> a,<00:14:40.240> in<00:14:40.360> a<00:14:40.400> way<00:14:40.560> that's

00:14:40.760 --> 00:14:48.280
most<00:14:40.960> productive.<00:14:42.440> How<00:14:42.560> have<00:14:42.720> you<00:14:42.800> managed,<00:14:43.160> like,<00:14:43.320> culture<00:14:43.800> in<00:14:43.920> this<00:14:44.120> age<00:14:44.360> of,<00:14:44.480> like,<00:14:45.000> um,<00:14:45.320> you<00:14:45.400> know,<00:14:45.760> some,<00:14:46.080> some<00:14:46.280> companies<00:14:46.640> decided<00:14:46.920> to<00:14:47.000> do<00:14:47.160> all<00:14:47.440> work<00:14:47.640> from<00:14:47.839> home,

00:14:48.280 --> 00:14:54.960
some<00:14:48.440> do<00:14:48.600> hybrid,<00:14:49.120> some<00:14:49.280> do<00:14:49.440> all<00:14:49.560> in<00:14:49.680> person.<00:14:50.880> How<00:14:50.960> do<00:14:51.080> you<00:14:51.200> think<00:14:51.400> about<00:14:51.720> culture,<00:14:52.680> uh,<00:14:52.839> from<00:14:53.040> that<00:14:53.280> lens?

00:14:54.960 --> 00:15:00.240
Yeah,<00:14:55.040> look,<00:14:55.400> I,<00:14:55.960> I<00:14:56.080> believe<00:14:56.480> that<00:14:56.640> in-person<00:14:57.320> culture<00:14:58.320> has<00:14:58.600> tremendous<00:14:59.240> benefits.

00:15:00.240 --> 00:15:10.200
Um,<00:15:01.000> you<00:15:01.080> know,<00:15:01.240> when<00:15:01.360> I<00:15:01.440> was<00:15:01.600> at<00:15:01.680> American<00:15:02.040> Express,<00:15:03.120> we<00:15:03.320> were<00:15:03.800> in<00:15:03.960> person<00:15:04.720> and<00:15:05.640> that<00:15:06.200> yielded<00:15:06.760> tremendous<00:15:07.680> mentorship<00:15:09.160> opportunities.

00:15:10.200 --> 00:15:13.680
You<00:15:10.320> know,<00:15:10.600> I<00:15:10.720> would,<00:15:11.000> I<00:15:11.040> would<00:15:11.320> say<00:15:11.520> that<00:15:11.680> it's<00:15:11.800> the<00:15:11.920> water<00:15:12.240> we<00:15:12.360> were<00:15:12.480> swimming<00:15:12.920> in.

00:15:13.680 --> 00:15:22.040
You<00:15:13.839> would<00:15:14.080> see<00:15:14.400> the,<00:15:14.960> you<00:15:15.080> know,<00:15:15.240> the<00:15:15.360> way<00:15:15.520> people<00:15:15.800> communicated<00:15:16.480> in<00:15:16.560> meetings,<00:15:17.200> the<00:15:17.400> hallway<00:15:17.920> chats<00:15:18.920> gave<00:15:19.440> you<00:15:20.280> opportunities<00:15:21.040> to<00:15:21.160> connect<00:15:21.560> with<00:15:21.720> someone

00:15:22.040 --> 00:15:30.280
really<00:15:22.280> senior.<00:15:22.760> I<00:15:22.840> remember,<00:15:23.760> uh,<00:15:24.000> running<00:15:24.240> into<00:15:24.440> Gensler<00:15:24.800> in<00:15:25.040> an<00:15:25.160> elevator<00:15:26.640> when<00:15:26.840> I<00:15:26.920> was<00:15:27.120> just<00:15:27.400> maybe<00:15:27.640> 10<00:15:27.840> days<00:15:28.080> on<00:15:28.200> the<00:15:28.280> job<00:15:28.680> and,<00:15:28.840> you<00:15:28.880> know,<00:15:29.040> I<00:15:29.080> don't<00:15:29.280> really<00:15:29.440> get<00:15:29.600> starstruck

00:15:30.280 --> 00:15:36.880
or<00:15:30.542> celebrity-struck,<00:15:30.803> but<00:15:31.065> he<00:15:31.327> was<00:15:31.588> so<00:15:31.850> awe-inspiring,<00:15:32.112> you<00:15:32.373> know,<00:15:32.635> and<00:15:32.897> just<00:15:33.158> being<00:15:33.420> able<00:15:33.682> to<00:15:33.943> speak<00:15:34.205> with<00:15:34.467> him<00:15:34.728> for<00:15:34.990> 30<00:15:35.252> seconds,<00:15:35.513> you<00:15:35.775> know,<00:15:36.037> things<00:15:36.298> like<00:15:36.560> that

00:15:36.880 --> 00:15:42.240
were<00:15:37.000> really<00:15:37.280> tremendous.<00:15:38.520> Um,<00:15:39.400> that's<00:15:39.720> really<00:15:39.920> hard<00:15:40.200> to<00:15:40.280> do<00:15:40.480> in<00:15:40.560> a<00:15:40.600> virtual<00:15:41.080> culture.

00:15:42.240 --> 00:15:50.280
Um,<00:15:42.440> at<00:15:42.640> the<00:15:42.720> same<00:15:43.040> time<00:15:43.640> for<00:15:43.800> team<00:15:44.080> members,<00:15:45.040> um,<00:15:45.160> and<00:15:45.280> even<00:15:45.520> for<00:15:45.640> the<00:15:45.760> executive<00:15:46.280> team,<00:15:46.640> it<00:15:46.760> does<00:15:47.080> provide<00:15:47.680> tremendous<00:15:48.240> efficiency<00:15:48.960> in<00:15:49.080> your<00:15:49.200> day-to-day.

00:15:50.280 --> 00:15:56.000
If<00:15:50.400> you're<00:15:50.520> not<00:15:50.680> commuting<00:15:51.120> every<00:15:51.360> single<00:15:51.640> day,<00:15:52.000> you're<00:15:52.160> not<00:15:52.360> sitting<00:15:52.600> in<00:15:52.680> traffic,<00:15:53.120> you're<00:15:53.240> not<00:15:53.520> traveling,<00:15:54.120> flying<00:15:54.400> around<00:15:54.680> the<00:15:54.760> country,<00:15:55.640> you<00:15:55.720> know,<00:15:55.840> you<00:15:55.920> have

00:15:56.000 --> 00:15:59.760
a<00:15:56.040> lot<00:15:56.280> more<00:15:56.440> productive<00:15:56.880> time.<00:15:57.240> So,<00:15:58.560> we<00:15:58.800> take<00:15:59.000> a<00:15:59.040> balanced<00:15:59.400> approach.

00:15:59.760 --> 00:16:03.880
So,<00:15:59.840> the<00:15:59.960> corporate<00:16:00.320> team<00:16:00.680> is<00:16:00.880> in,<00:16:01.200> you<00:16:01.320> know,<00:16:02.040> about<00:16:02.280> three<00:16:02.520> times<00:16:02.840> a<00:16:02.920> week.

00:16:03.880 --> 00:16:06.880
I'm<00:16:04.160> usually<00:16:04.560> in<00:16:04.800> three<00:16:05.000> to<00:16:05.120> four<00:16:05.280> times<00:16:05.920> as<00:16:06.080> well.

00:16:06.880 --> 00:16:11.520
Um,<00:16:07.080> but<00:16:07.240> it's<00:16:07.360> so<00:16:07.520> much,<00:16:08.360> a<00:16:08.400> large<00:16:08.680> portion<00:16:08.960> of<00:16:09.040> our<00:16:09.120> team<00:16:09.560> is<00:16:09.840> and<00:16:09.960> continues<00:16:10.440> to<00:16:10.520> be<00:16:10.640> permanently<00:16:11.120> remote.

00:16:11.520 --> 00:16:16.400
So,<00:16:12.040> the<00:16:12.160> sales,<00:16:12.920> um,<00:16:13.080> organization<00:16:13.680> is<00:16:13.840> located<00:16:14.320> in<00:16:14.440> their<00:16:14.560> specific<00:16:15.120> regions.

00:16:16.400 --> 00:16:20.320
Um,<00:16:16.720> and<00:16:16.880> I<00:16:16.960> have<00:16:17.120> found<00:16:17.520> that<00:16:17.680> great<00:16:17.920> talent,<00:16:18.520> you<00:16:18.640> know,<00:16:18.840> is,<00:16:19.200> is<00:16:19.480> across<00:16:19.800> the<00:16:19.920> country.

00:16:20.320 --> 00:16:27.080
And<00:16:20.520> so,<00:16:20.720> we<00:16:20.880> have<00:16:21.000> a<00:16:21.040> lot<00:16:21.320> of,<00:16:22.080> um,<00:16:22.360> product<00:16:22.720> leaders,<00:16:23.160> technology<00:16:23.680> leaders,<00:16:24.000> marketing<00:16:24.400> leaders,<00:16:25.000> you<00:16:25.080> know,<00:16:25.200> in<00:16:25.320> areas<00:16:25.680> outside<00:16:26.080> of<00:16:26.160> the<00:16:26.240> New<00:16:26.360> York.

00:16:27.080 --> 00:16:29.600
Um,<00:16:27.480> so<00:16:27.839> it<00:16:28.120> is<00:16:28.320> a<00:16:28.360> balance<00:16:28.800> like<00:16:28.960> everything<00:16:29.360> else.

00:16:29.600 --> 00:16:34.720
There<00:16:29.720> are<00:16:29.760> pros<00:16:30.040> and<00:16:30.160> cons.<00:16:31.120> Um,<00:16:31.360> but<00:16:31.520> we<00:16:31.680> do<00:16:31.839> try<00:16:32.240> to<00:16:32.720> connect<00:16:33.200> as<00:16:33.360> much<00:16:33.640> as<00:16:33.800> we<00:16:33.920> can<00:16:34.160> in<00:16:34.240> person.

00:16:34.720 --> 00:16:44.040
We<00:16:34.839> just<00:16:35.080> had<00:16:35.200> our<00:16:35.320> senior<00:16:35.600> leadership<00:16:36.040> team<00:16:36.240> meeting<00:16:36.920> last<00:16:37.320> week<00:16:37.560> in<00:16:37.640> Saratoga<00:16:38.640> where<00:16:38.720> we<00:16:38.839> brought<00:16:39.120> together<00:16:39.480> the<00:16:39.640> 70-ish<00:16:40.440> plus,<00:16:41.200> um,<00:16:41.920> leaders<00:16:42.360> of<00:16:42.440> the<00:16:42.520> company,<00:16:43.480> um,

00:16:44.040 --> 00:16:50.760
and<00:16:44.200> spent<00:16:44.480> three<00:16:44.680> days<00:16:44.960> together<00:16:45.320> really<00:16:45.560> talking<00:16:45.960> about<00:16:46.400> our<00:16:46.560> strategy,<00:16:47.520> what<00:16:47.760> we<00:16:47.920> want<00:16:48.080> our<00:16:48.160> culture<00:16:48.520> to<00:16:48.640> look<00:16:48.800> like,<00:16:49.280> you<00:16:49.360> know,<00:16:49.480> our<00:16:49.600> values<00:16:50.120> and<00:16:50.240> all<00:16:50.440> the<00:16:50.520> things

00:16:50.760 --> 00:16:56.560
that<00:16:50.880> you're<00:16:51.040> really<00:16:51.240> pressure<00:16:51.520> testing.<00:16:52.520> Um,<00:16:53.200> and,<00:16:53.440> and<00:16:53.560> that<00:16:53.760> time<00:16:54.080> is<00:16:54.520> the<00:16:54.600> most<00:16:54.839> well<00:16:55.000> time<00:16:55.160> spent.

00:16:56.560 --> 00:17:04.800
What<00:16:56.680> do<00:16:56.760> you<00:16:56.839> think<00:16:57.040> this,<00:16:57.920> uh,<00:16:58.000> the<00:16:58.120> future<00:16:58.600> of<00:16:58.680> the<00:16:58.800> senior<00:16:59.160> living<00:16:59.960> industry<00:17:00.520> is<00:17:01.120> and<00:17:01.280> how<00:17:01.480> are<00:17:01.600> you<00:17:01.760> shaping<00:17:02.160> it?

00:17:04.800 --> 00:17:10.600
You<00:17:04.880> know,<00:17:05.040> the<00:17:05.199> boomers<00:17:05.760> want<00:17:06.079> very<00:17:06.360> different<00:17:06.720> things,<00:17:07.520> um,<00:17:08.160> than<00:17:08.760> the<00:17:08.880> generations<00:17:09.640> prior.

00:17:10.600 --> 00:17:15.959
What<00:17:10.760> you<00:17:10.880> hear<00:17:11.480> often<00:17:11.880> from<00:17:12.199> customers<00:17:12.800> and<00:17:12.920> families,<00:17:14.240> um,<00:17:14.400> is<00:17:14.520> that<00:17:14.600> people<00:17:14.880> want,<00:17:15.000> want<00:17:15.199> at<00:17:15.319> home,<00:17:15.760> right?

00:17:15.959 --> 00:17:19.600
99%<00:17:16.600> times,<00:17:17.000> that's<00:17:17.240> where<00:17:17.400> the<00:17:17.520> conversation<00:17:18.120> begins.

00:17:19.600 --> 00:17:22.240
Um,<00:17:19.680> what,<00:17:19.959> what<00:17:20.120> help<00:17:20.319> does<00:17:20.480> mom<00:17:20.640> or<00:17:20.720> dad<00:17:20.880> need?<00:17:21.120> Oh,<00:17:21.280> help<00:17:21.520> staying<00:17:21.839> at<00:17:21.920> home.

00:17:22.240 --> 00:17:28.680
So,<00:17:23.319> um,<00:17:24.480> our<00:17:24.680> home<00:17:24.959> care<00:17:25.280> business<00:17:25.839> as<00:17:26.000> a<00:17:26.079> result<00:17:26.680> has<00:17:26.880> grown<00:17:27.160> tremendously.

00:17:28.680 --> 00:17:35.240
Um,<00:17:28.760> and<00:17:28.880> it's<00:17:29.000> quickly<00:17:29.440> becoming,<00:17:30.280> you<00:17:30.400> know,<00:17:31.000> as<00:17:31.200> popular<00:17:31.840> as<00:17:32.320> the<00:17:32.400> placement<00:17:32.960> into<00:17:33.600> assisted<00:17:34.040> living.

00:17:35.240 --> 00:17:40.720
Um,<00:17:35.520> however,<00:17:36.160> there<00:17:36.400> are<00:17:36.560> many<00:17:36.840> benefits<00:17:37.480> that<00:17:37.720> assisted<00:17:38.160> living<00:17:38.400> provides<00:17:38.960> that<00:17:39.080> you<00:17:39.200> can't<00:17:39.440> get<00:17:39.600> at<00:17:39.680> home.

00:17:40.720 --> 00:17:45.040
One<00:17:41.120> really<00:17:41.360> notable<00:17:41.800> and<00:17:41.880> important<00:17:42.320> one<00:17:42.680> is<00:17:43.360> socialization.

00:17:45.040 --> 00:17:54.040
And<00:17:45.400> community.<00:17:46.520> Um,<00:17:46.560> we<00:17:46.720> saw<00:17:47.000> it<00:17:47.080> during<00:17:47.400> COVID,<00:17:48.800> um,<00:17:48.880> with<00:17:49.080> seniors<00:17:49.560> but<00:17:49.720> well<00:17:49.880> beyond<00:17:50.240> seniors,<00:17:50.760> just<00:17:51.040> how<00:17:51.160> much<00:17:51.720> socialization<00:17:52.560> and<00:17:52.680> community<00:17:53.120> matters.

00:17:54.040 --> 00:18:02.520
And<00:17:54.360> I<00:17:54.520> find<00:17:54.880> that<00:17:55.120> the<00:17:55.280> assisted<00:17:55.720> living<00:17:56.040> and<00:17:56.120> independent<00:17:56.640> living<00:17:57.440> facilities<00:17:58.320> are<00:17:58.880> tremendous<00:17:59.560> at,<00:17:59.960> at<00:18:00.320> creating<00:18:00.880> spaces<00:18:01.440> for<00:18:01.600> folks,<00:18:02.200> helping

00:18:02.520 --> 00:18:09.880
them<00:18:02.720> develop<00:18:03.640> new<00:18:03.920> relationships,<00:18:05.120> um,<00:18:05.240> particularly,<00:18:06.280> um,<00:18:06.320> after<00:18:06.640> a<00:18:06.720> loss<00:18:07.160> of<00:18:07.320> a<00:18:07.360> spouse<00:18:07.960> after<00:18:08.200> many,<00:18:08.440> many<00:18:08.680> years.

00:18:09.880 --> 00:18:18.520
Um,<00:18:10.520> with<00:18:10.760> that,<00:18:11.800> the<00:18:11.920> amenities,<00:18:12.960> the<00:18:13.120> types<00:18:13.600> of<00:18:13.760> care,<00:18:14.520> the<00:18:14.680> types<00:18:15.160> of<00:18:15.320> activities,<00:18:16.760> um,<00:18:17.120> are<00:18:17.240> changing<00:18:17.680> rapidly<00:18:18.200> as

00:18:18.520 --> 00:18:25.720
as,<00:18:19.200> um,<00:18:19.360> the<00:18:19.480> consumer<00:18:20.000> is<00:18:20.040> becoming<00:18:20.480> more<00:18:20.640> demanding<00:18:21.280> and<00:18:21.720> as<00:18:21.960> their,<00:18:22.960> um,<00:18:24.160> as<00:18:24.400> their<00:18:24.640> demands<00:18:25.120> change.

00:18:25.720 --> 00:18:35.160
And<00:18:25.960> so,<00:18:26.120> I<00:18:26.200> think<00:18:26.440> we're<00:18:26.560> going<00:18:26.680> to<00:18:26.760> see<00:18:27.000> a<00:18:27.040> different<00:18:27.520> type<00:18:28.360> of<00:18:28.480> assisted<00:18:28.960> living<00:18:29.640> profile<00:18:30.480> become,<00:18:31.400> um,<00:18:31.480> much<00:18:31.680> more<00:18:31.800> popular,<00:18:32.760> one<00:18:33.040> that's<00:18:33.280> more<00:18:33.520> active,<00:18:34.880> um,

00:18:35.160 --> 00:18:44.080
with<00:18:35.400> a<00:18:35.440> lot<00:18:35.720> more<00:18:35.880> activities<00:18:36.400> taking<00:18:36.720> place<00:18:37.080> outside<00:18:37.560> of<00:18:37.640> the<00:18:37.680> building<00:18:38.760> versus<00:18:39.160> inside<00:18:39.520> the<00:18:39.600> building,<00:18:40.040> one<00:18:40.240> that<00:18:40.400> focuses<00:18:40.920> on<00:18:41.120> wellness<00:18:42.200> instead<00:18:42.720> of<00:18:42.880> just,<00:18:43.600> um,

00:18:44.080 --> 00:18:47.640
caregiving,<00:18:44.480> you<00:18:44.880> know,<00:18:45.280> and,<00:18:45.680> and<00:18:46.080> high-acuity<00:18:46.480> settings.

00:18:47.640 --> 00:18:56.040
Um,<00:18:48.120> and<00:18:48.240> hopefully<00:18:48.560> one<00:18:48.760> focused<00:18:49.120> on<00:18:49.240> longevity<00:18:50.160> and<00:18:50.320> being<00:18:50.560> able<00:18:50.800> to<00:18:50.920> experience<00:18:51.920> greatness<00:18:52.440> in<00:18:52.600> the<00:18:52.680> last<00:18:53.040> chapter<00:18:53.760> of,<00:18:54.160> of<00:18:54.320> your<00:18:54.520> life.

00:18:56.040 --> 00:19:03.880
You<00:18:56.120> mentioned<00:18:56.600> your<00:18:56.800> immigrant<00:18:57.240> experience<00:18:57.800> and<00:18:57.920> I<00:18:58.000> wonder<00:18:58.680> how<00:18:58.920> much<00:18:59.240> of<00:18:59.400> your<00:18:59.600> background<00:19:00.760> and<00:19:01.040> your<00:19:01.200> life<00:19:01.480> experiences<00:19:02.280> influenced<00:19:02.720> the<00:19:02.840> way<00:19:03.000> you<00:19:03.240> lead<00:19:03.760> and

00:19:03.880 --> 00:19:07.280
make<00:19:04.120> decisions.<00:19:05.800> Yeah,<00:19:06.200> I<00:19:06.280> think<00:19:06.520> quite<00:19:06.760> a<00:19:06.800> bit.

00:19:07.280 --> 00:19:15.000
Um,<00:19:08.080> you<00:19:08.160> know,<00:19:08.280> we<00:19:08.520> are<00:19:08.800> all,<00:19:09.440> uh,<00:19:10.240> you<00:19:10.320> know,<00:19:10.520> as,<00:19:10.800> as<00:19:11.000> product<00:19:11.440> of<00:19:11.560> our<00:19:11.920> past<00:19:12.440> and<00:19:12.520> our<00:19:12.600> history<00:19:13.120> and<00:19:13.360> I<00:19:13.400> don't<00:19:13.560> think<00:19:13.680> I'm<00:19:13.760> any<00:19:13.960> different.

00:19:15.000 --> 00:19:20.840
Um,<00:19:15.920> certainly<00:19:18.120> there<00:19:18.360> are,<00:19:18.400> there<00:19:18.560> a<00:19:18.600> few<00:19:18.840> things<00:19:19.080> that<00:19:19.440> certainly<00:19:19.840> come<00:19:20.160> to<00:19:20.280> mind.

00:19:20.840 --> 00:19:28.200
One<00:19:21.120> is<00:19:21.360> a<00:19:21.440> sense<00:19:21.680> of<00:19:21.760> resilience.<00:19:23.040> Um,<00:19:23.280> you<00:19:23.360> know,<00:19:23.480> having<00:19:23.760> gone<00:19:24.040> through<00:19:24.200> that,<00:19:24.760> yeah,<00:19:26.360> things<00:19:26.560> are<00:19:26.640> less<00:19:26.880> scary.

00:19:28.200 --> 00:19:30.160
Uh,<00:19:28.480> it's<00:19:28.720> less<00:19:28.960> scary<00:19:29.360> to<00:19:29.480> take<00:19:29.760> risks.

00:19:30.160 --> 00:19:38.400
I'm<00:19:30.280> also<00:19:30.680> very<00:19:30.960> comfortable<00:19:32.080> navigating<00:19:33.600> uncertainty<00:19:34.520> because<00:19:35.000> the,<00:19:35.200> you<00:19:35.320> know,<00:19:35.440> the<00:19:35.560> entire<00:19:35.880> world<00:19:36.240> was<00:19:36.400> quite<00:19:36.640> uncertain<00:19:37.160> when<00:19:37.360> you<00:19:37.520> move.

00:19:38.400 --> 00:19:42.200
Uh,<00:19:38.680> you<00:19:38.760> don't<00:19:38.920> speak<00:19:39.120> the<00:19:39.200> language,<00:19:39.680> you<00:19:39.760> don't<00:19:39.960> know<00:19:40.040> anybody,<00:19:40.520> you<00:19:40.640> have<00:19:40.800> to<00:19:40.920> start<00:19:41.200> over.

00:19:42.200 --> 00:19:50.720
Um,<00:19:43.160> and<00:19:43.720> I<00:19:43.800> think<00:19:44.000> there's<00:19:44.160> a<00:19:44.240> sense<00:19:44.520> of<00:19:44.600> gratitude,<00:19:45.440> you<00:19:45.520> know,<00:19:46.480> it's<00:19:46.760> not<00:19:47.080> lost<00:19:47.440> on<00:19:47.600> me<00:19:48.600> how<00:19:48.760> much<00:19:49.040> opportunity<00:19:49.920> there<00:19:50.160> exists,<00:19:50.560> which

00:19:50.720 --> 00:19:52.480
is<00:19:50.800> why<00:19:50.920> I<00:19:51.000> say<00:19:51.120> I'm<00:19:51.240> an<00:19:51.320> eternal<00:19:51.640> optimist,<00:19:52.240> right?

00:19:52.480 --> 00:19:58.800
My<00:19:52.640> grandparents<00:19:53.280> would<00:19:53.400> always<00:19:53.640> say<00:19:53.800> that<00:19:54.280> despite<00:19:54.840> how<00:19:55.000> hard<00:19:55.240> things<00:19:55.480> were<00:19:55.640> and<00:19:55.760> they<00:19:55.880> were<00:19:56.000> particularly<00:19:56.480> hard<00:19:56.720> for<00:19:56.840> them<00:19:57.040> because<00:19:57.320> they<00:19:57.440> came<00:19:57.640> in<00:19:57.720> their<00:19:57.840> 60s.

00:19:58.800 --> 00:20:03.760
And<00:19:58.920> by<00:19:59.040> the<00:19:59.160> way,<00:19:59.640> they<00:19:59.760> were<00:19:59.880> really<00:20:00.160> the<00:20:00.280> inspiration,<00:20:01.440> um,<00:20:01.600> as<00:20:01.760> to<00:20:01.840> why<00:20:01.960> I<00:20:02.040> got<00:20:02.280> into<00:20:02.520> this<00:20:02.680> business.

00:20:03.760 --> 00:20:12.120
Um,<00:20:04.080> because<00:20:04.320> taking<00:20:04.600> care<00:20:04.840> of<00:20:04.960> them<00:20:05.680> for<00:20:05.840> 15<00:20:06.280> years<00:20:07.160> was,<00:20:07.920> you<00:20:07.960> know,<00:20:08.320> both<00:20:08.520> the<00:20:08.640> joy<00:20:08.880> of<00:20:09.000> my<00:20:09.160> life,<00:20:09.440> but<00:20:09.600> also<00:20:10.400> eye-opening<00:20:10.960> in<00:20:11.080> terms<00:20:11.320> of<00:20:11.440> seeing<00:20:11.680> how<00:20:11.760> broken

00:20:12.120 --> 00:20:19.760
the<00:20:12.405> healthcare<00:20:12.690> system<00:20:12.976> is.<00:20:13.261> And<00:20:13.546> so<00:20:13.831> I<00:20:14.117> joined<00:20:14.402> A<00:20:14.687> Place<00:20:14.972> for<00:20:15.257> Mom<00:20:15.543> because<00:20:15.828> I<00:20:16.113> wanted<00:20:16.398> to<00:20:16.683> help<00:20:16.969> other<00:20:17.254> families<00:20:17.539> and,<00:20:17.824> um,<00:20:18.110> help<00:20:18.395> other<00:20:18.680> seniors.

00:20:19.760 --> 00:20:22.000
But<00:20:19.920> they<00:20:20.080> were<00:20:20.320> always<00:20:20.760> grateful,<00:20:21.360> no<00:20:21.520> matter<00:20:21.840> what.

00:20:22.000 --> 00:20:30.480
My<00:20:22.120> grandmother<00:20:22.680> lost,<00:20:23.560> uh,<00:20:23.640> you<00:20:23.720> know,<00:20:23.840> her<00:20:24.040> eyesight,<00:20:24.520> she<00:20:24.600> had<00:20:24.720> less<00:20:24.920> than<00:20:25.040> 5%<00:20:25.560> vision<00:20:25.880> in<00:20:25.960> one<00:20:26.200> eye<00:20:26.880> by<00:20:27.000> the<00:20:27.120> time<00:20:27.360> she<00:20:27.480> died<00:20:27.840> and<00:20:28.080> every<00:20:28.360> day<00:20:28.680> she<00:20:29.480> would<00:20:29.640> just<00:20:29.840> be<00:20:29.960> eternally

00:20:30.480 --> 00:20:34.920
grateful<00:20:31.000> for<00:20:31.360> everything<00:20:31.840> that<00:20:31.960> she<00:20:32.160> had<00:20:32.560> and,<00:20:33.280> uh,<00:20:33.520> my<00:20:33.640> grandfather<00:20:34.200> was<00:20:34.360> the<00:20:34.440> same<00:20:34.680> way.

00:20:34.920 --> 00:20:37.960
So<00:20:35.520> absolutely<00:20:36.160> that<00:20:36.360> shapes<00:20:36.640> me.

00:20:37.960 --> 00:20:40.600
Finally,<00:20:38.360> we<00:20:38.600> end<00:20:38.840> every<00:20:39.120> interview<00:20:39.480> with<00:20:39.600> the<00:20:39.680> same<00:20:39.920> question.

00:20:40.600 --> 00:20:47.320
And<00:20:40.800> that<00:20:41.000> is,<00:20:41.160> at<00:20:41.320> ceo.com,<00:20:42.160> we<00:20:42.320> believe<00:20:42.560> the<00:20:42.680> chances<00:20:43.160> one<00:20:43.440> gives<00:20:44.560> is<00:20:44.720> just<00:20:45.000> as<00:20:45.080> important<00:20:45.400> as<00:20:45.480> the<00:20:45.600> chances<00:20:46.000> one<00:20:46.240> takes.

00:20:47.320 --> 00:20:50.720
When<00:20:47.520> you<00:20:47.640> hear<00:20:47.800> that,<00:20:48.000> who<00:20:48.160> gave<00:20:48.360> you<00:20:48.480> a<00:20:48.520> chance<00:20:48.840> to<00:20:48.920> get<00:20:49.080> you<00:20:49.160> to<00:20:49.240> where<00:20:49.400> you<00:20:49.600> are<00:20:49.720> today?

00:20:50.720 --> 00:20:54.560
Yeah,<00:20:51.080> I'm<00:20:51.280> very<00:20:51.520> fortunate,<00:20:52.440> um,<00:20:52.560> that<00:20:52.720> it<00:20:52.800> was<00:20:53.000> more<00:20:53.240> than<00:20:53.360> one<00:20:53.520> person.

00:20:54.560 --> 00:21:02.760
Um,<00:20:54.920> I<00:20:54.960> would<00:20:55.080> say<00:20:55.160> the<00:20:55.280> first<00:20:55.600> person<00:20:55.960> that<00:20:56.120> really<00:20:56.400> saw<00:20:56.680> my<00:20:56.920> full<00:20:57.160> potential<00:20:57.720> was<00:20:57.920> Tara<00:20:58.200> Walpert<00:20:58.560> Levy,<00:20:59.480> um,<00:20:59.640> who<00:20:59.760> was<00:20:59.880> the<00:20:59.960> president,<00:21:00.920> um,<00:21:01.440> of<00:21:01.600> the<00:21:01.680> company<00:21:02.120> that<00:21:02.320> I<00:21:02.400> worked

00:21:02.760 --> 00:21:11.360
in.<00:21:03.480> Um,<00:21:04.120> then,<00:21:04.840> um,<00:21:05.000> Um,<00:21:05.360> I<00:21:05.440> went<00:21:05.680> over<00:21:05.880> to<00:21:06.000> American<00:21:06.360> Express,<00:21:06.880> Julie<00:21:07.160> Figenbaum<00:21:07.720> was<00:21:07.920> someone<00:21:08.160> that<00:21:08.280> took<00:21:08.440> a<00:21:08.480> chance<00:21:08.840> on<00:21:09.000> me<00:21:09.240> and<00:21:09.360> gave<00:21:09.560> me<00:21:09.680> a<00:21:09.720> job<00:21:10.160> that<00:21:10.360> I<00:21:10.400> was<00:21:11.080> not

00:21:11.360 --> 00:21:19.640
ready<00:21:11.640> for.<00:21:12.560> Um,<00:21:13.240> then<00:21:13.400> my<00:21:13.600> boss,<00:21:13.960> David<00:21:14.200> Rabkin,<00:21:14.840> advocated<00:21:15.720> and<00:21:15.880> supported<00:21:16.360> me<00:21:16.520> and<00:21:16.680> sponsored<00:21:17.200> me<00:21:17.320> actively<00:21:17.960> across<00:21:18.440> many<00:21:18.680> promotions<00:21:19.480> and

00:21:19.640 --> 00:21:28.080
growth<00:21:19.920> opportunities.<00:21:21.360> And<00:21:21.600> then,<00:21:22.120> uh,<00:21:22.280> last<00:21:22.640> but<00:21:22.800> certainly<00:21:23.160> not<00:21:23.400> least,<00:21:23.960> uh,<00:21:24.120> Larry<00:21:24.440> Kocher,<00:21:24.840> who<00:21:25.040> was<00:21:25.240> my<00:21:25.400> predecessor,<00:21:26.600> is<00:21:26.760> my<00:21:26.920> chairman,<00:21:27.760> um,

00:21:28.080 --> 00:21:36.840
and<00:21:28.200> a<00:21:28.280> dear<00:21:28.520> friend<00:21:28.760> and<00:21:28.840> mentor<00:21:29.360> who<00:21:29.560> really,<00:21:30.600> um,<00:21:31.120> believed<00:21:31.600> that<00:21:31.720> I<00:21:31.800> could<00:21:32.000> be<00:21:32.280> a<00:21:32.400> CEO,<00:21:33.400> but<00:21:33.560> not<00:21:33.800> only<00:21:34.240> believed,<00:21:34.840> he<00:21:35.000> actually<00:21:35.320> supported<00:21:35.880> me,<00:21:36.560> taught

00:21:36.840 --> 00:21:45.360
me,<00:21:37.320> um,<00:21:37.960> and<00:21:38.360> created<00:21:38.760> a<00:21:38.800> thoughtful<00:21:39.200> succession<00:21:39.680> plan<00:21:40.040> for<00:21:40.200> me<00:21:40.720> to<00:21:40.880> take<00:21:41.280> on<00:21:41.480> this<00:21:41.760> role,<00:21:42.320> um,<00:21:42.840> you<00:21:42.920> know,<00:21:43.560> during,<00:21:44.040> uh,<00:21:45.320> a

00:21:45.360 --> 00:21:53.840
meaningful<00:21:45.760> amount<00:21:45.960> of<00:21:46.080> time.<00:21:46.920> And<00:21:47.160> so,<00:21:47.400> without<00:21:47.720> those<00:21:47.920> people<00:21:48.800> and<00:21:48.920> many<00:21:49.160> others,<00:21:49.800> um,<00:21:50.680> you<00:21:50.800> know,<00:21:50.880> my,<00:21:51.160> my,<00:21:51.480> my<00:21:51.680> path<00:21:52.000> wouldn't<00:21:52.240> be<00:21:52.360> the<00:21:52.520> same<00:21:52.960> and,<00:21:53.680> and

00:21:53.840 --> 00:21:57.680
I<00:21:54.040> try<00:21:54.360> to<00:21:55.040> do<00:21:55.240> the<00:21:55.360> same<00:21:55.680> for,<00:21:56.080> for<00:21:56.200> the<00:21:56.320> folks<00:21:56.600> that<00:21:56.760> work<00:21:56.960> for<00:21:57.040> me.

00:21:57.680 --> 00:22:06.080
See<00:21:57.880> the<00:21:58.000> potential<00:21:58.480> in<00:21:58.600> others<00:21:58.880> before<00:21:59.240> they<00:21:59.400> see<00:21:59.560> it<00:21:59.680> in<00:21:59.760> themselves<00:22:00.320> and<00:22:01.120> almost<00:22:01.560> to<00:22:01.680> a<00:22:01.760> fault,<00:22:02.160> I<00:22:02.200> would<00:22:02.400> say,<00:22:02.600> try<00:22:02.840> to<00:22:02.960> stretch<00:22:03.800> and<00:22:03.960> giving<00:22:04.240> them<00:22:04.400> more<00:22:04.600> responsibility,

00:22:06.080 --> 00:22:09.600
um,<00:22:06.840> and<00:22:07.040> bigger<00:22:07.320> roles<00:22:07.680> than<00:22:07.840> they're<00:22:08.000> ready<00:22:08.240> for.

00:22:09.600 --> 00:22:13.680
Tatiana,<00:22:10.080> thank<00:22:10.280> you<00:22:10.360> so<00:22:10.520> much<00:22:10.800> for<00:22:10.920> coming<00:22:11.280> on<00:22:11.800> and<00:22:12.360> thanks<00:22:12.680> for<00:22:12.800> what<00:22:12.920> you<00:22:13.000> do<00:22:13.160> for<00:22:13.280> a<00:22:13.320> living.

00:22:13.680 --> 00:22:16.680
It<00:22:13.880> really<00:22:14.120> makes<00:22:14.320> a<00:22:14.400> huge<00:22:14.680> impact.