AI is the player; you're the coach

Raj De Datta was asked a question in August 2023 that most software executives were still fumbling with. If a machine writes your marketing copy, recommends your products, and answers your customers, whose brand is it?

He did not accept the premise.

"The AI doesn't represent your brand. You train the AI to represent your brand. That becomes your new responsibility," De Datta said on the CEO.com Podcast. "You used to be the player, now you're the coach. It's still your product on the field, but you don't get to be the player anymore; the AI is the player, but you still got to coach the AI."

De Datta co-founded Bloomreach in 2009, after a degree in electrical engineering from Princeton, an MBA from Harvard Business School, technology investment banking at Lazard Frères, a founding role at telecom company FirstMark Communications, and a stint as Cisco's director of product marketing, according to his Forbes Technology Council profile. The founding bet, by his own account, was that people would not hand-assemble the internet forever.

"Human beings weren't going to go manually creating websites and apps and writing email messages. AI and machine learning was going to play a critical role in doing that," he told the CEO.com Podcast. "That was almost the founding statement of the company."

The coaching line is the part of that bet that has aged into a business strategy. It says the brand owns the intelligence, not the model. Everything Bloomreach has shipped since is an argument for that position.

Before the software, there was a book. De Datta wrote The Digital Seeker, published by Columbia Business School Publishing in June 2021. He did not write what he thought.

"I ultimately did probably 100 interviews with different C-level executives at all kinds of industries, in retail for sure, in travel and hospitality, but also in government, in healthcare, in nonprofit organizations to really distill what the key learnings were," he told the CEO.com Podcast.

The range shows up in the case studies. The book runs through the U.K.'s National Health Service, Stitch Fix, Rent the Runway, B2B distributors Watsco and MSC Direct, Bayern Munich, and the United States Tennis Association.

What came back was a distinction between what a customer asks for and what a customer is after.

"You go out and you go say, 'Hey, I'm going to go to Home Depot and I'm going to go look for plywood,' and so you're a customer of plywood. But what you're seeking is a collection of materials and maybe ultimately, a playbook to go build a deck. You might go and you might say, 'Hey, I'm interested in a travel bag,' but what you're seeking is a great vacation with your kids."

Anyone can sell plywood. "If you can encompass, 'Hey, this is where you come to go build the deck, and yes, we sell you some plywood,' now all of a sudden the quality and the level of differentiation of that experience is so deep and so compelling and has so much more of a moat that you win big in digital."

In January 2026, Bloomreach launched Loomi Connect, which makes the company's product discovery technology available through the Model Context Protocol so that a brand's own search algorithms power how its catalog appears inside ChatGPT and other conversational apps. ChatGPT is not the competitor to the brand experience, De Datta said in the announcement. It is the next channel within it, and brands need to take control of their presence there the way they did with email, SMS, and social media.

That is the coaching argument moved onto someone else's field. The model does the talking. The brand still owns what it knows.

The business has grown into the thesis. Bloomreach reported surpassing $260 million in annual recurring revenue in 2025, with positive free cash flow and record net new ARR. Nearly half its customers now run at least one agent or next-generation AI tool, a figure that more than doubled in 12 months. The platform serves more than 1,400 brands, including American Eagle, SPANX, Pandora, and Sonepar.

One claim from 2023 deserves a check. De Datta argued that e-commerce was barely underway, putting roughly 20% of retail sales online and 80% still in stores. "I think we're early innings in e-commerce," he said.

He was right, and the innings are long. The Census Bureau put e-commerce at 17.1% of total U.S. retail sales in the second quarter of 2026, in release CB26-133. Online sales grew 12.2% over the prior year against 6.7% growth for retail overall, so the shift is real and running at roughly twice the pace of the broader market. It also, three years after that conversation, still leaves more than 80 cents of every retail dollar outside e-commerce. The slow grind is arguably the stronger case for his product than a rout would be.

Bloomreach started with four or five people and was around 1,000 by 2023. The line between those points was not straight.

"It was a rocket ship early, and then we hit a couple of icebergs, and it was a real struggle in the middle. Then it's been a rocket ship again in the last six or seven years," De Datta said on the CEO.com Podcast.

"Look, we're hitting a bunch of icebergs. It's not going well. I wouldn't fault anybody for walking out the door today, but what I can tell you is the destination is still worthy. We still have a lot of the assets to get there, and I'm here."

"The only thing better than reaching the mountaintop is almost reaching the mountaintop, falling and then reaching a higher mountaintop."

Culture, in his account, preceded the company. He wrote the values document before Bloomreach existed, having watched culture degrade at previous ventures, and the same principles were still in force 15 years later. He runs them on an operating cadence, surveyed and adjusted quarterly alongside revenue targets and product releases, and reported an employee net promoter score near 50.

"We never say, 'Hey, we wrote the principles on the wall 15 years ago, let's just talk about it.' We're always tweaking and tuning and improving and fixing."

Every CEO.com Podcast conversation closes on the same premise, that the chances one gives matter as much as the chances one takes. De Datta went back to being 21, at a bank in New York, working for a man three levels above him who was leaving to start something.

"He said, 'Look, I trust you enough. We're going to go start this business in Europe, and I live in New York, and I can't move. Why don't you go do it? I'll back you, and I'll make it happen.' I had no experience. There was no reason for him to trust me to do that, but he did."

He moved to Europe having never been there. "I just learned so much and more important than anything else, he gave me the confidence to keep doing it over and over."

Asked how far he intended to take Bloomreach, De Datta reached for his son, born the same month he started the company.

"He's a 14-year-old teenager. We all know what 14-year-old teenagers are like, right? Yeah, they're a lot further along than four-year-old kids, but they've got a long way to go. That's how I feel about Bloomreach."

00:00:00 Introducing Raj De Datta and The Digital Seeker
00:02:20 Understanding What Customers Are Seeking
00:03:48 What Bloomreach Does as a Commerce Cloud
00:06:55 What Makes a Great Brand
00:08:06 Building Authentic Brand Identity
00:09:28 The Rise of Generative AI in Commerce
00:12:20 Training AI to Represent Your Brand
00:15:00 Choosing the Right Platforms to Reach Customers
00:16:00 Competing With Amazon in E-Commerce
00:19:22 Defining the Commerce Experience Cloud
00:22:21 Leadership Lessons From Bloomreach's Journey
00:24:34 The Underappreciated Value of Failure
00:25:05 Building and Sustaining Company Culture
00:27:28 The Future of Bloomreach
00:28:12 Giving Someone a Chance

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Right.

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Yeah.

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And<00:03:07.457> so<00:03:07.617> what's<00:03:07.762> interesting<00:03:08.243> is<00:03:08.484> if<00:03:08.629> you<00:03:08.661> start<00:03:09.046> to<00:03:09.206> build<00:03:09.431> the<00:03:09.527> digital<00:03:09.849> experience<00:03:10.330> just<00:03:10.507> simply<00:03:11.133> to<00:03:11.293> fulfill<00:03:12.000> the<00:03:12.096> demand<00:03:12.577> that<00:03:12.722> the<00:03:12.818> customer<00:03:13.203> is<00:03:13.380> coming<00:03:13.621> to<00:03:13.685> you<00:03:13.830> with,<00:03:15.145> then<00:03:15.691> how<00:03:15.932> different<00:03:16.189> are<00:03:16.333> you<00:03:16.429> than<00:03:16.590> the<00:03:16.654> next<00:03:17.152> person<00:03:17.473> that<00:03:17.633> can<00:03:17.777> go<00:03:17.954> build<00:03:18.195> that<00:03:18.692> experience<00:03:19.479> and<00:03:19.559> sell<00:03:19.719> that<00:03:19.896> same<00:03:20.185> bag<00:03:20.458> and<00:03:20.538> sell,<00:03:20.859> sell<00:03:21.083> that<00:03:21.260> same<00:03:21.485> plywood?

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But<00:03:22.672> on<00:03:22.753> the<00:03:22.833> other<00:03:22.993> hand,<00:03:23.170> if<00:03:23.234> you<00:03:23.394> can<00:03:24.213> encompass,<00:03:25.401> hey,<00:03:25.577> this<00:03:25.818> is<00:03:25.962> where<00:03:26.059> you<00:03:26.283> come<00:03:26.524> to<00:03:26.620> go<00:03:26.781> build<00:03:27.005> the<00:03:27.086> deck,<00:03:27.407> and<00:03:27.487> yes,<00:03:27.728> we<00:03:27.808> sell<00:03:27.984> you<00:03:28.081> some<00:03:28.225> plywood,<00:03:29.124> or<00:03:29.188> this<00:03:29.349> is<00:03:29.429> where<00:03:29.509> you<00:03:29.670> come<00:03:30.376> to<00:03:30.456> go<00:03:30.697> organize<00:03:31.034> your<00:03:31.178> vacation,<00:03:31.676> and<00:03:31.820> yes,<00:03:32.622> you<00:03:32.655> know,<00:03:32.799> we<00:03:32.943> will<00:03:33.040> sell<00:03:33.425> you,<00:03:33.762> uh,<00:03:34.099> a<00:03:34.163> travel<00:03:34.484> bag<00:03:34.789> along<00:03:35.030> the<00:03:35.110> way,<00:03:36.089> now<00:03:36.330> all<00:03:36.490> of<00:03:36.554> a<00:03:36.570> sudden<00:03:36.891> the<00:03:37.052> quality<00:03:37.694> and<00:03:38.095> the<00:03:38.239> level<00:03:38.480> of<00:03:38.576> differentiation<00:03:39.299> of<00:03:39.379> that<00:03:39.539> experience<00:03:40.021> is<00:03:40.101> so<00:03:40.493> deep<00:03:41.769> and<00:03:42.108> so<00:03:42.415> compelling,<00:03:42.899> has<00:03:43.012> so<00:03:43.222> much<00:03:43.400> more<00:03:43.545> of<00:03:43.642> a<00:03:43.884> moat<00:03:45.014> that<00:03:45.725> you<00:03:45.822> win<00:03:46.064> big<00:03:46.225> in<00:03:46.306> digital.

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What<00:03:48.313> role<00:03:48.560> does<00:03:48.905> Bloomreach<00:03:49.547> play<00:03:49.728> in<00:03:49.876> all<00:03:49.975> of<00:03:50.057> this?

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Yeah,<00:03:52.075> so<00:03:52.124> Bloomreach,<00:03:52.675> we<00:03:52.772> think<00:03:53.080> of,<00:03:53.501> you<00:03:53.598> know,<00:03:53.808> as<00:03:53.889> a<00:03:53.970> commerce<00:03:54.294> experience<00:03:54.780> cloud.

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What<00:03:55.201> that<00:03:55.363> means<00:03:55.687> is<00:03:55.930> we're<00:03:56.076> in<00:03:56.157> the<00:03:56.254> business<00:03:56.578> of<00:03:56.724> working<00:03:57.048> with<00:03:57.145> people<00:03:57.372> who<00:03:57.485> sell<00:03:57.728> stuff<00:03:58.036> online.

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That<00:03:59.543> could<00:03:59.754> be,<00:04:00.339> you<00:04:00.371> know,<00:04:00.582> big<00:04:00.826> brands<00:04:01.232> like<00:04:01.476> Neiman<00:04:01.719> Marcus<00:04:03.749> and<00:04:03.977> REI<00:04:04.237> and<00:04:04.789> folks<00:04:04.968> like<00:04:05.195> that,<00:04:05.374> but<00:04:05.471> it<00:04:05.536> could<00:04:05.698> be<00:04:06.232> you<00:04:06.264> know,<00:04:06.393> kind<00:04:06.553> of<00:04:06.650> an<00:04:07.180> emerging<00:04:07.902> brand<00:04:08.400> that,<00:04:08.786> uh,<00:04:09.525> you<00:04:09.621> know,<00:04:09.830> is,<00:04:10.231> uh,<00:04:10.408> selling<00:04:10.745> sandals<00:04:11.275> online<00:04:11.789> or<00:04:11.870> selling,<00:04:12.480> uh,<00:04:12.897> travel<00:04:13.219> services<00:04:13.765> online<00:04:14.279> or<00:04:14.359> selling<00:04:15.291> restaurants,<00:04:16.415> uh,<00:04:16.752> restaurant<00:04:17.138> reservations.

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And<00:04:18.342> we'll<00:04:18.519> go<00:04:18.760> personalize<00:04:19.338> that<00:04:19.499> experience<00:04:20.109> and<00:04:20.189> make<00:04:20.366> sure<00:04:20.607> that<00:04:20.848> every<00:04:21.314> aspect<00:04:21.747> of<00:04:21.876> the<00:04:21.956> customer<00:04:22.293> experience<00:04:23.113> speaks<00:04:23.659> to<00:04:23.803> the<00:04:23.900> consumer,<00:04:24.462> is<00:04:24.606> highly<00:04:24.944> personalized,<00:04:26.212> and<00:04:26.469> ultimately<00:04:26.871> performs<00:04:27.433> and<00:04:27.513> drives<00:04:27.819> more<00:04:27.915> revenue<00:04:28.381> for<00:04:28.461> brands.

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And<00:04:29.104> so<00:04:29.200> we<00:04:29.361> work<00:04:29.666> with<00:04:30.469> almost<00:04:30.967> a<00:04:31.031> quarter<00:04:31.368> of<00:04:31.465> e-commerce<00:04:32.332> in<00:04:32.412> the<00:04:32.492> US<00:04:32.974> and<00:04:33.054> the<00:04:33.119> UK.

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So<00:04:33.552> if<00:04:33.681> you're<00:04:34.243> shopping<00:04:34.644> online,<00:04:34.981> there's<00:04:35.142> a<00:04:35.222> good<00:04:35.383> chance<00:04:35.688> the<00:04:35.784> web<00:04:35.945> page<00:04:36.250> you're<00:04:36.346> seeing,<00:04:36.828> the<00:04:36.908> email<00:04:37.213> you're<00:04:37.293> receiving,<00:04:37.791> the<00:04:37.871> SMS<00:04:38.337> you're<00:04:38.498> getting<00:04:39.397> is<00:04:39.477> behind<00:04:39.782> the<00:04:39.814> scenes<00:04:40.184> powered<00:04:40.440> by<00:04:40.537> Bloomreach,<00:04:41.308> and<00:04:41.356> it's<00:04:41.548> computing<00:04:42.046> exactly<00:04:43.331> what<00:04:43.491> to<00:04:43.636> present<00:04:44.037> to<00:04:44.198> you<00:04:44.294> so<00:04:44.439> that<00:04:44.615> you<00:04:44.776> have<00:04:44.936> a<00:04:45.001> delightful<00:04:45.418> experience<00:04:45.819> as<00:04:45.900> a<00:04:45.964> consumer<00:04:46.783> and<00:04:46.847> so<00:04:46.943> the<00:04:47.024> brand<00:04:47.329> makes<00:04:47.505> a<00:04:47.521> lot<00:04:47.746> of<00:04:47.810> money.

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So<00:04:48.132> we're,<00:04:48.629> we're<00:04:49.015> squarely<00:04:49.737> in<00:04:49.834> this<00:04:50.620> digital<00:04:51.022> world.

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We<00:04:52.660> see<00:04:52.884> a<00:04:52.900> lot<00:04:53.109> of<00:04:53.141> the<00:04:53.222> best,<00:04:53.527> we<00:04:53.607> see<00:04:53.767> a<00:04:53.784> lot<00:04:53.944> of<00:04:54.008> the<00:04:54.089> worst,<00:04:55.116> and,<00:04:55.437> uh,<00:04:56.160> and<00:04:56.320> we're<00:04:56.401> excited<00:04:56.722> to<00:04:56.818> power<00:04:57.075> so<00:04:57.236> much<00:04:57.316> of<00:04:57.364> it.

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Yeah,<00:04:58.389> what<00:04:58.566> makes<00:04:58.888> a<00:04:58.968> great<00:04:59.435> customer<00:04:59.918> experience?

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And<00:05:00.900> in<00:05:01.045> your<00:05:01.206> experience,<00:05:01.705> having<00:05:02.026> done<00:05:02.187> this<00:05:02.413> for<00:05:02.509> so<00:05:02.606> long<00:05:02.976> and<00:05:03.073> being<00:05:03.234> in<00:05:03.314> the<00:05:03.395> middle<00:05:03.716> of,<00:05:03.813> again,<00:05:04.103> like<00:05:04.215> you<00:05:04.296> said,<00:05:04.505> like<00:05:04.666> some<00:05:04.779> of<00:05:04.843> the<00:05:05.165> best<00:05:05.406> brands<00:05:05.728> in<00:05:05.809> the<00:05:05.889> world,<00:05:06.890> maybe<00:05:07.019> seeing<00:05:07.310> some<00:05:07.489> of<00:05:07.569> the,<00:05:08.136> the<00:05:08.282> ones<00:05:08.525> who<00:05:08.622> don't<00:05:08.784> do<00:05:08.946> it<00:05:09.027> as<00:05:09.172> well,<00:05:09.982> what<00:05:10.095> makes<00:05:10.338> a<00:05:10.468> great<00:05:10.889> customer<00:05:11.358> experience?

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I<00:05:13.682> think<00:05:13.909> a<00:05:14.006> great<00:05:14.329> customer<00:05:14.799> experience<00:05:15.527> is<00:05:15.689> one,<00:05:16.175> first<00:05:16.369> of<00:05:16.434> all,<00:05:16.515> some<00:05:16.693> of<00:05:16.758> the<00:05:16.903> best<00:05:17.810> you<00:05:17.956> almost<00:05:18.150> don't<00:05:18.376> notice,<00:05:19.655> right?

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Like<00:05:20.092> you<00:05:20.222> just,<00:05:21.510> you're<00:05:21.607> out<00:05:21.785> there,<00:05:22.191> you're<00:05:22.418> on,<00:05:22.824> you<00:05:22.856> know,<00:05:22.986> when<00:05:23.165> we,<00:05:23.327> when<00:05:23.489> we<00:05:23.635> all<00:05:23.733> experienced<00:05:24.203> the<00:05:24.300> first<00:05:24.868> iPhone,<00:05:25.031> it<00:05:25.096> just<00:05:25.274> was<00:05:25.517> easier.

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In<00:05:26.467> many<00:05:26.708> ways.

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When<00:05:28.474> we<00:05:28.796> go<00:05:28.956> out<00:05:29.213> and<00:05:29.599> we—<00:05:29.856> many<00:05:30.032> of<00:05:30.113> us<00:05:30.273> are<00:05:30.338> subscribers<00:05:30.964> to<00:05:31.044> Amazon<00:05:31.526> Prime,<00:05:31.928> which<00:05:32.088> I<00:05:32.169> think<00:05:32.843> is<00:05:32.988> a<00:05:33.004> great<00:05:33.293> customer<00:05:33.566> experience<00:05:34.112> because<00:05:34.353> it<00:05:34.433> just<00:05:34.610> speaks<00:05:35.076> to,<00:05:35.718> hey,<00:05:35.879> I<00:05:35.959> want<00:05:36.056> to<00:05:36.104> buy<00:05:36.216> a<00:05:36.280> lot<00:05:36.457> of<00:05:36.521> products<00:05:36.843> really<00:05:37.164> easily<00:05:37.646> and<00:05:38.047> I<00:05:38.127> want<00:05:38.433> shipping<00:05:38.754> to<00:05:38.834> be<00:05:39.236> cheap.

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So<00:05:41.099> customer<00:05:41.356> experience<00:05:42.448> can<00:05:42.609> stand<00:05:43.010> for<00:05:43.171> different<00:05:43.508> things.

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It's<00:05:44.054> not<00:05:44.295> always<00:05:44.697> like<00:05:46.078> the,<00:05:46.399> you<00:05:46.496> know,<00:05:46.656> something<00:05:47.026> that<00:05:47.186> you<00:05:47.266> notice.

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Sometimes<00:05:48.166> it<00:05:48.407> just<00:05:48.648> happens,<00:05:49.595> but<00:05:49.692> sometimes<00:05:50.880> it<00:05:51.442> also<00:05:52.246> speaks<00:05:52.829> to<00:05:52.991> this<00:05:53.315> underlying<00:05:53.963> consumer<00:05:54.384> sentiment<00:05:55.097> or<00:05:55.324> customer<00:05:55.680> sentiment<00:05:56.231> where<00:05:56.393> you're<00:05:56.571> sort<00:05:56.733> of<00:05:56.879> like,<00:05:57.592> you<00:05:57.916> know,<00:05:59.228> that's<00:05:59.471> cool.

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I<00:05:59.795> was<00:05:59.941> thinking<00:06:00.184> about<00:06:00.926> buying<00:06:01.812> flowers<00:06:02.457> and<00:06:03.085> all<00:06:03.166> of<00:06:03.198> a<00:06:03.263> sudden<00:06:03.650> the<00:06:03.746> journey<00:06:04.069> took<00:06:04.294> me<00:06:04.326> to<00:06:04.471> chocolates<00:06:04.939> and<00:06:05.100> I<00:06:05.116> hadn't<00:06:05.358> thought<00:06:05.583> about<00:06:05.761> chocolates,<00:06:06.728> but<00:06:06.792> yeah,<00:06:07.050> chocolates<00:06:07.389> is<00:06:07.469> a<00:06:07.534> better<00:06:07.775> idea<00:06:08.017> than<00:06:08.178> flowers.

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So<00:06:09.727> there's<00:06:09.856> some<00:06:09.984> sparks<00:06:11.109> that<00:06:11.415> it<00:06:14.870> promotes<00:06:15.850> at<00:06:15.930> times.

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And<00:06:17.200> so<00:06:17.360> you<00:06:17.441> kind<00:06:17.601> of<00:06:17.698> know<00:06:17.859> it<00:06:17.939> when<00:06:18.083> you<00:06:18.180> see<00:06:18.421> it.

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But<00:06:18.952> it<00:06:19.032> always<00:06:19.337> starts<00:06:19.819> with<00:06:19.996> this<00:06:20.236> notion<00:06:20.574> of<00:06:20.702> the<00:06:20.734> seeker.

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What<00:06:22.003> is<00:06:22.163> my<00:06:22.324> customer<00:06:22.805> seeking<00:06:23.271> and<00:06:23.351> am<00:06:23.432> I<00:06:23.592> delivering<00:06:24.074> that?

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And<00:06:24.797> then<00:06:25.439> there's<00:06:25.840> a<00:06:25.920> lot<00:06:26.177> that<00:06:26.258> teams<00:06:26.563> have<00:06:26.739> to<00:06:26.820> do<00:06:27.044> to<00:06:27.125> actually<00:06:27.928> fulfill<00:06:28.666> that<00:06:28.971> level<00:06:29.164> of<00:06:29.292> expectation<00:06:30.111> of<00:06:30.352> the<00:06:30.609> seeker.

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And<00:06:32.102> a<00:06:32.118> lot<00:06:32.279> of<00:06:32.343> what<00:06:32.456> you're<00:06:32.584> talking<00:06:32.841> about<00:06:33.467> makes<00:06:33.868> up<00:06:34.527> a<00:06:34.607> brand.

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That's<00:06:35.570> kind<00:06:35.715> of<00:06:35.747> like<00:06:36.036> what<00:06:36.149> a<00:06:36.277> brand<00:06:36.678> is,<00:06:37.337> right?

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And,<00:06:39.023> you<00:06:39.119> know,<00:06:39.247> it's<00:06:39.360> not<00:06:39.504> just<00:06:39.681> a<00:06:39.825> logo<00:06:40.548> or<00:06:40.789> color<00:06:41.094> scheme<00:06:41.511> or<00:06:41.977> that<00:06:42.154> type<00:06:42.330> of<00:06:42.395> thing.

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There's<00:06:42.716> like<00:06:42.892> a<00:06:42.957> story<00:06:43.438> behind<00:06:43.904> it.

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Sure,<00:06:45.348> which<00:06:45.508> I<00:06:45.540> think<00:06:45.685> that<00:06:45.909> that's<00:06:46.086> probably<00:06:46.487> super<00:06:46.743> important.

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But<00:06:47.209> also,<00:06:47.610> but<00:06:47.706> it<00:06:47.770> seems<00:06:48.011> like<00:06:48.171> the<00:06:48.331> brand<00:06:48.797> is<00:06:48.957> the<00:06:49.053> experience<00:06:49.679> you<00:06:49.775> have<00:06:50.080> with<00:06:50.256> it<00:06:50.561> at<00:06:50.657> the<00:06:50.738> end<00:06:50.882> of<00:06:50.914> the<00:06:51.058> day.

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What<00:06:52.133> do<00:06:52.245> you<00:06:52.342> think<00:06:52.518> of<00:06:52.582> that?

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Is<00:06:52.823> that<00:06:52.967> true?

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And<00:06:53.785> what<00:06:53.946> makes<00:06:54.170> a<00:06:54.202> great<00:06:54.427> brand?

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Well,<00:06:56.592> the<00:06:56.673> most<00:06:57.090> important<00:06:57.475> thing<00:06:57.635> about<00:06:57.811> a<00:06:57.876> brand<00:06:58.437> in<00:06:58.517> my<00:06:58.742> mind<00:06:59.319> is<00:06:59.544> that,<00:07:00.506> is<00:07:00.667> that<00:07:01.565> instantaneously<00:07:03.089> it<00:07:03.169> has<00:07:03.345> an<00:07:03.474> association<00:07:04.356> with<00:07:04.468> something.

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So,<00:07:06.842> you<00:07:07.019> know,<00:07:07.484> the<00:07:07.885> most<00:07:08.206> dilute<00:07:08.623> brands<00:07:09.024> are<00:07:09.168> ones<00:07:09.489> where<00:07:09.826> you<00:07:09.970> ask,<00:07:10.211> hey,<00:07:10.371> what<00:07:10.419> does<00:07:10.531> that<00:07:10.692> brand<00:07:10.949> stand<00:07:11.253> for?

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And<00:07:11.574> you<00:07:11.735> think<00:07:12.248> I'm<00:07:12.472> not<00:07:12.632> sure.

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I<00:07:13.690> mean,<00:07:13.850> it<00:07:13.930> stands<00:07:14.235> for<00:07:14.331> this<00:07:14.795> and<00:07:14.876> that<00:07:15.356> and<00:07:15.436> this<00:07:15.757> and<00:07:15.837> that.

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And<00:07:16.718> so<00:07:16.878> when<00:07:17.023> it's<00:07:17.263> A<00:07:17.359> and<00:07:17.439> B<00:07:17.664> and<00:07:17.760> C<00:07:17.920> and<00:07:18.080> D,<00:07:18.240> then<00:07:18.337> it's<00:07:18.561> none<00:07:18.705> of<00:07:18.785> the<00:07:18.881> above,<00:07:19.763> really.

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So,<00:07:20.868> you<00:07:20.900> know,<00:07:20.980> let's<00:07:21.285> take<00:07:21.830> a<00:07:21.846> good<00:07:22.070> example,<00:07:22.887> one<00:07:23.047> that<00:07:23.192> I<00:07:23.288> love<00:07:23.752> in<00:07:24.009> the<00:07:24.153> e-commerce<00:07:24.650> world,<00:07:25.195> which<00:07:25.307> is<00:07:25.451> Patagonia,<00:07:26.733> right?

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You<00:07:27.534> can<00:07:27.630> say<00:07:27.854> Patagonia<00:07:28.495> to<00:07:28.575> anybody<00:07:29.056> and<00:07:29.280> people<00:07:29.521> will<00:07:29.617> be<00:07:29.777> like,<00:07:30.338> it<00:07:30.482> stands<00:07:30.819> for<00:07:30.931> saving<00:07:31.283> the<00:07:31.380> Earth.

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It<00:07:32.181> stands<00:07:32.822> for<00:07:33.302> the<00:07:33.382> environment<00:07:34.488> because<00:07:34.760> that's<00:07:34.985> what<00:07:35.065> Patagonia<00:07:35.770> is.

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And<00:07:37.452> everything<00:07:37.869> is<00:07:37.949> wrapped<00:07:38.205> around<00:07:38.590> it,<00:07:38.734> the<00:07:38.814> fabric,<00:07:39.712> the<00:07:39.872> giving,<00:07:40.515> the<00:07:40.659> culture,<00:07:41.639> the<00:07:42.040> marketing,<00:07:43.004> the<00:07:43.228> product,<00:07:44.127> everything<00:07:44.930> is<00:07:45.011> wrapped<00:07:45.332> around<00:07:45.573> that<00:07:45.797> brand<00:07:46.520> and<00:07:46.761> that<00:07:46.921> brand.

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And<00:07:47.804> it's<00:07:47.965> pretty<00:07:48.206> hard<00:07:49.009> to<00:07:49.105> do,<00:07:49.506> to<00:07:49.587> be<00:07:49.731> clear.

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That's<00:07:50.550> a<00:07:50.630> pretty<00:07:50.871> high<00:07:51.112> bar<00:07:52.493> to<00:07:52.573> achieve.

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But<00:07:53.842> that's<00:07:54.002> when<00:07:54.147> you<00:07:54.227> know<00:07:54.885> it<00:07:54.966> means<00:07:55.158> something.

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It's<00:07:56.074> less—<00:07:57.133> people<00:07:57.438> agonize<00:07:58.000> over<00:07:58.819> the<00:07:58.980> what,<00:07:59.542> like<00:07:59.783> what<00:08:00.007> do<00:08:00.088> we<00:08:00.184> stand<00:08:00.569> for?

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What<00:08:01.051> is<00:08:01.147> the<00:08:01.228> brand<00:08:01.549> about?

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But<00:08:02.737> more<00:08:02.994> important<00:08:03.540> is<00:08:03.636> that<00:08:03.717> you<00:08:03.829> stand<00:08:04.038> for<00:08:04.134> something.

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Mm-hmm.

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Yeah.

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How<00:08:06.848> do<00:08:06.912> you<00:08:07.008> make<00:08:07.329> that<00:08:07.490> authentic<00:08:08.052> though?

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Like,<00:08:09.240> and<00:08:09.417> how—<00:08:09.754> like,<00:08:09.963> it<00:08:10.140> is.

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Yeah,<00:08:11.087> I<00:08:11.183> think<00:08:11.344> that's<00:08:11.585> an<00:08:11.665> interesting<00:08:12.067> point.

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Like<00:08:12.629> Patagonia,<00:08:13.110> that's<00:08:13.335> obviously<00:08:13.656> authentic<00:08:14.074> to<00:08:14.154> their<00:08:14.315> core.

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That's<00:08:15.118> that<00:08:15.278> they<00:08:15.439> believe<00:08:15.840> that<00:08:16.627> they're<00:08:16.788> trying<00:08:16.964> to<00:08:17.045> accomplish<00:08:17.527> that.

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Like<00:08:18.153> you<00:08:18.185> said,<00:08:18.410> it's<00:08:18.506> like<00:08:18.731> become<00:08:19.437> like<00:08:19.678> the<00:08:19.919> ethos<00:08:20.272> of<00:08:20.417> the<00:08:20.497> brand.

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But<00:08:21.541> then<00:08:21.702> you<00:08:21.766> have<00:08:21.862> people<00:08:22.167> who<00:08:22.328> try<00:08:22.665> to<00:08:22.745> do<00:08:22.906> that<00:08:23.227> and<00:08:23.308> it<00:08:23.388> doesn't<00:08:23.693> come<00:08:23.886> across<00:08:24.432> as<00:08:24.592> authentic.

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Exactly.

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And<00:08:27.563> that's<00:08:27.804> why<00:08:28.029> it<00:08:28.109> requires<00:08:28.591> deep<00:08:28.783> inspection<00:08:30.277> of<00:08:30.534> really<00:08:30.919> authentic,<00:08:31.401> you<00:08:31.578> know,<00:08:31.802> every<00:08:32.043> company<00:08:33.247> doesn't<00:08:33.487> get<00:08:33.648> to<00:08:33.728> a<00:08:33.744> certain<00:08:34.049> size<00:08:34.322> or<00:08:34.451> scale<00:08:34.788> without<00:08:35.832> being<00:08:36.089> about<00:08:36.378> something.

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Often<00:08:37.196> where<00:08:37.341> leaders<00:08:37.614> screw<00:08:37.983> up<00:08:38.160> is<00:08:38.304> they<00:08:38.866> want<00:08:39.187> it<00:08:39.284> to<00:08:39.380> be<00:08:39.525> about<00:08:40.552> one<00:08:40.729> thing,<00:08:41.050> but<00:08:41.146> it<00:08:41.291> really<00:08:41.532> isn't.

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And<00:08:43.057> then<00:08:43.202> they<00:08:43.298> put<00:08:43.442> the<00:08:43.603> want<00:08:43.924> ahead<00:08:44.085> and<00:08:44.181> they<00:08:44.261> say,<00:08:44.326> well,<00:08:44.422> our<00:08:44.807> brand<00:08:45.064> is<00:08:45.209> going<00:08:45.289> to<00:08:45.321> be<00:08:45.610> aspirational,<00:08:46.108> it's<00:08:46.252> going<00:08:46.333> to<00:08:46.365> be<00:08:46.509> the<00:08:46.590> want,<00:08:46.814> but<00:08:46.895> there's<00:08:47.071> not<00:08:47.312> enough<00:08:47.553> of<00:08:47.649> an<00:08:47.778> authentic<00:08:48.259> base,<00:08:49.223> you<00:08:49.255> know,<00:08:49.624> um,<00:08:51.326> around<00:08:51.728> it.

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Uh,<00:08:52.595> and,<00:08:52.932> uh,<00:08:53.799> yeah,<00:08:53.895> I<00:08:54.056> think,<00:08:54.377> I<00:08:54.457> think<00:08:55.581> a<00:08:55.726> lot<00:08:55.918> of<00:08:56.047> what<00:08:56.207> we<00:08:56.240> think<00:08:56.464> about<00:08:56.641> at<00:08:56.769> BloomReach<00:08:57.572> is<00:08:58.456> the<00:08:58.552> limitless<00:08:59.017> potential<00:08:59.515> of<00:08:59.675> AI.

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That's<00:09:00.252> a<00:09:00.316> big<00:09:00.541> part<00:09:00.717> of<00:09:00.797> what<00:09:00.958> we<00:09:01.102> do<00:09:01.279> and<00:09:01.423> how<00:09:01.519> we<00:09:01.679> deliver<00:09:01.984> the<00:09:02.080> quality<00:09:02.401> of<00:09:02.481> experiences.

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And<00:09:03.219> so<00:09:03.347> we<00:09:03.444> stand<00:09:03.909> for<00:09:04.005> that<00:09:04.245> limitless<00:09:04.726> potential.

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And<00:09:05.993> so<00:09:06.074> the<00:09:06.170> question<00:09:06.555> is,<00:09:07.597> as<00:09:07.693> we're<00:09:07.773> speaking<00:09:08.158> to<00:09:08.238> our<00:09:08.335> customers,<00:09:08.832> as<00:09:08.960> we're<00:09:09.120> building<00:09:09.377> products,<00:09:10.019> as<00:09:10.163> we're<00:09:10.323> thinking<00:09:10.484> about<00:09:10.596> our<00:09:10.740> marketing,<00:09:11.526> does<00:09:11.622> that<00:09:11.847> come<00:09:12.023> through?

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And<00:09:12.280> it's<00:09:12.424> a<00:09:12.504> work<00:09:12.729> in<00:09:12.809> progress<00:09:13.306> because<00:09:13.867> there's<00:09:14.332> a<00:09:14.413> lot<00:09:14.589> of<00:09:14.669> things<00:09:14.894> that<00:09:14.990> will<00:09:15.150> pull<00:09:15.375> you<00:09:15.535> in<00:09:15.615> a<00:09:15.712> lot<00:09:15.872> of<00:09:15.952> other<00:09:16.177> directions<00:09:17.460> as<00:09:17.540> you're<00:09:17.636> building<00:09:17.941> that<00:09:18.101> brand<00:09:18.422> out.

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But<00:09:18.743> I<00:09:18.999> think<00:09:19.496> it<00:09:20.426> has<00:09:20.827> to<00:09:20.907> be<00:09:21.068> authentic<00:09:21.645> because<00:09:22.431> customers<00:09:22.864> and<00:09:23.008> consumers<00:09:23.489> will<00:09:23.586> see<00:09:23.890> through<00:09:24.035> you.

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Instantaneously<00:09:25.913> if<00:09:25.962> it's<00:09:26.235> not<00:09:26.925> right.

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When<00:09:28.227> you<00:09:28.452> think<00:09:28.709> of<00:09:29.174> AI<00:09:29.897> and<00:09:30.058> you're<00:09:30.219> right<00:09:30.379> in<00:09:30.460> the<00:09:30.556> thick<00:09:30.781> of<00:09:30.941> it<00:09:31.038> and<00:09:31.134> it's<00:09:31.279> become<00:09:31.520> a<00:09:31.600> big<00:09:31.761> part<00:09:31.937> of<00:09:32.066> your<00:09:32.162> platform<00:09:33.367> and<00:09:33.431> you<00:09:33.528> just<00:09:33.688> said<00:09:33.833> like,<00:09:33.994> hey,<00:09:34.074> it's<00:09:34.315> limitless,<00:09:35.134> the<00:09:35.279> opportunities<00:09:35.921> that<00:09:36.002> can<00:09:36.098> happen<00:09:36.419> there.

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What<00:09:37.688> it<00:09:37.769> like,<00:09:38.090> what<00:09:38.186> about<00:09:38.443> it<00:09:38.492> scares<00:09:38.973> you?

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What<00:09:39.295> about<00:09:39.552> it<00:09:39.648> excites<00:09:40.339> you?

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What<00:09:40.981> about<00:09:41.255> it<00:09:41.383> do<00:09:41.415> you<00:09:41.544> think<00:09:41.785> people<00:09:42.026> are<00:09:42.283> missing,<00:09:43.552> particularly<00:09:44.114> on<00:09:44.194> the<00:09:44.291> consumer<00:09:44.917> and<00:09:45.013> e-commerce<00:09:45.495> side<00:09:45.736> of<00:09:45.817> things?

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Yeah.

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So<00:09:47.744> first<00:09:47.969> of<00:09:48.050> all,<00:09:48.210> you<00:09:48.242> know,<00:09:48.323> when<00:09:48.451> I<00:09:48.467> started<00:09:48.869> BloomReach,<00:09:49.254> which,<00:09:49.592> which<00:09:49.752> at<00:09:49.833> this<00:09:49.993> point<00:09:50.154> was<00:09:50.315> in<00:09:50.395> 2009,<00:09:51.102> the<00:09:51.198> thesis<00:09:51.600> was<00:09:52.226> Hey,<00:09:53.124> human<00:09:53.365> beings<00:09:53.669> weren't<00:09:53.846> going<00:09:53.942> to<00:09:53.990> go<00:09:54.102> manually<00:09:54.647> creating<00:09:55.113> websites<00:09:55.610> and<00:09:55.770> apps<00:09:56.171> and<00:09:57.197> writing<00:09:57.534> email<00:09:57.855> messages.

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AI<00:09:58.641> and<00:09:58.801> machine<00:09:59.058> learning<00:09:59.298> was<00:09:59.442> going<00:09:59.555> to<00:09:59.603> play<00:09:59.779> a<00:09:59.795> critical<00:10:00.244> role<00:10:00.741> in<00:10:01.447> doing<00:10:02.345> that.

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That<00:10:03.067> was<00:10:03.869> almost<00:10:04.109> the<00:10:04.189> founding<00:10:05.007> statement<00:10:06.274> of<00:10:06.434> the<00:10:06.515> company.

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So<00:10:08.038> here<00:10:08.198> we<00:10:08.359> are<00:10:08.664> 14,<00:10:09.000> 15<00:10:09.385> years<00:10:09.642> later,<00:10:10.123> and<00:10:11.326> actually<00:10:11.630> a<00:10:11.646> lot<00:10:11.871> of<00:10:11.951> AI<00:10:12.352> has<00:10:12.769> been<00:10:12.865> incorporated<00:10:13.426> into<00:10:13.635> our<00:10:13.811> products<00:10:14.148> and<00:10:14.276> others,<00:10:14.517> but<00:10:14.693> it's<00:10:14.918> finally<00:10:15.319> arrived,<00:10:16.137> I<00:10:16.217> would<00:10:16.313> say,<00:10:16.778> in<00:10:16.874> a<00:10:16.938> very<00:10:17.195> serious<00:10:17.804> way.

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And<00:10:20.209> what's<00:10:20.465> interesting<00:10:21.010> is<00:10:21.186> that<00:10:21.346> it<00:10:21.442> still<00:10:21.667> feels<00:10:22.067> very<00:10:22.228> much<00:10:22.468> like<00:10:22.628> the<00:10:22.789> beginning.

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That's<00:10:24.151> what's<00:10:24.375> crazy<00:10:25.128> is<00:10:25.272> that<00:10:26.394> if<00:10:26.554> I<00:10:26.634> were<00:10:26.731> to<00:10:26.859> give<00:10:27.035> you<00:10:27.259> an<00:10:27.356> analogy,<00:10:27.932> it<00:10:28.077> feels<00:10:28.397> like<00:10:28.782> internet<00:10:29.118> 1997,<00:10:31.041> or<00:10:31.137> it<00:10:31.266> feels<00:10:31.602> like,<00:10:33.028> you<00:10:33.060> know,<00:10:33.285> mobile<00:10:33.830> applications<00:10:35.304> in<00:10:35.448> 2009<00:10:36.410> or<00:10:36.506> 2010.

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Like<00:10:38.172> we<00:10:38.317> got<00:10:38.493> a<00:10:38.509> long<00:10:38.813> way<00:10:38.845> to<00:10:39.054> go<00:10:40.015> in<00:10:40.095> terms<00:10:40.352> of<00:10:40.656> what<00:10:40.816> kind<00:10:40.977> of<00:10:41.073> impact<00:10:41.522> AI<00:10:41.714> is<00:10:41.874> going<00:10:41.970> to<00:10:42.082> have.

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But<00:10:42.820> if<00:10:42.900> we<00:10:43.060> break<00:10:43.316> it<00:10:43.461> down,<00:10:44.888> I<00:10:44.969> think<00:10:46.414> the,<00:10:46.735> the,<00:10:47.474> the<00:10:47.634> thing<00:10:47.859> that<00:10:48.100> AI,<00:10:49.224> uh,<00:10:49.400> has<00:10:49.625> always<00:10:49.818> done<00:10:50.043> better<00:10:50.267> than<00:10:50.444> most<00:10:50.669> human<00:10:50.926> beings<00:10:51.247> is<00:10:51.391> process<00:10:51.809> large<00:10:52.066> amounts<00:10:52.371> of<00:10:52.451> data,<00:10:52.708> make<00:10:52.917> sense<00:10:53.254> of<00:10:53.318> it,<00:10:54.041> and<00:10:54.201> then<00:10:54.378> do<00:10:54.522> something<00:10:54.860> with<00:10:55.020> it,<00:10:55.165> right?

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So<00:10:55.727> in<00:10:55.807> a<00:10:55.823> self-driving<00:10:56.529> car,<00:10:56.963> it<00:10:57.091> processes<00:10:57.830> data<00:10:58.376> related<00:10:58.697> to<00:10:58.793> sensors<00:10:59.420> and<00:10:59.982> it<00:11:00.062> helps<00:11:00.319> navigate.

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In<00:11:01.041> an<00:11:01.523> e-commerce<00:11:02.005> website,<00:11:02.502> it<00:11:02.647> processes<00:11:03.209> consumer<00:11:03.594> sentiment<00:11:04.237> and<00:11:04.638> products<00:11:05.120> and<00:11:05.216> it<00:11:05.296> delivers<00:11:06.324> high-quality<00:11:06.757> search,<00:11:07.368> for<00:11:07.464> example,<00:11:07.946> is<00:11:08.106> what<00:11:08.331> one<00:11:08.732> thing<00:11:08.893> we<00:11:08.989> do.

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Or<00:11:09.632> more<00:11:09.712> targeted<00:11:10.112> marketing<00:11:10.433> campaigns<00:11:10.882> is<00:11:10.978> another<00:11:11.378> thing<00:11:11.539> we<00:11:11.635> do<00:11:11.779> with<00:11:11.891> AI.

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So<00:11:13.237> it's<00:11:13.542> really<00:11:14.022> good<00:11:14.439> at<00:11:14.583> taking<00:11:15.000> large<00:11:15.256> amounts<00:11:15.561> of<00:11:15.641> data<00:11:16.202> and<00:11:16.266> making<00:11:16.538> sense<00:11:16.843> of<00:11:17.003> it.

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But<00:11:17.884> what's<00:11:18.109> happened<00:11:18.381> in<00:11:18.509> the<00:11:18.606> last<00:11:18.926> year<00:11:19.070> has<00:11:19.247> been<00:11:19.407> yet<00:11:19.567> another<00:11:19.888> step<00:11:20.272> function.

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We've<00:11:20.753> always<00:11:20.993> said,<00:11:21.394> all<00:11:21.426> right,<00:11:21.875> AI<00:11:22.035> is<00:11:22.131> pretty<00:11:22.436> good<00:11:23.397> at<00:11:24.054> making<00:11:24.359> sense<00:11:24.695> of<00:11:24.775> stuff<00:11:25.721> and<00:11:25.881> doing<00:11:26.218> things<00:11:26.538> that<00:11:26.698> manually<00:11:27.580> we<00:11:27.660> couldn't<00:11:27.900> possibly<00:11:28.381> process,<00:11:29.663> but<00:11:29.983> it<00:11:30.064> can't<00:11:30.304> possibly<00:11:30.785> be<00:11:30.945> creative.

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It<00:11:31.490> can't<00:11:31.730> create<00:11:32.307> anything.

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And<00:11:33.493> what's<00:11:33.669> happened<00:11:33.974> in<00:11:34.054> the<00:11:34.086> last<00:11:34.470> year<00:11:35.192> is<00:11:35.336> with<00:11:35.432> this<00:11:35.673> new<00:11:35.834> field<00:11:36.171> of<00:11:36.300> what's<00:11:36.476> called<00:11:36.797> generative<00:11:37.359> AI.

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We're<00:11:38.869> now<00:11:39.125> in<00:11:39.190> a<00:11:39.286> world<00:11:40.153> where<00:11:40.314> AI<00:11:40.571> can<00:11:40.667> create<00:11:41.068> stuff,<00:11:42.000> where—<00:11:42.257> and<00:11:42.337> we've<00:11:42.497> seen<00:11:42.738> it,<00:11:42.899> we've<00:11:42.995> seen<00:11:43.204> it<00:11:43.236> with<00:11:43.380> ChatGPT,<00:11:44.890> where<00:11:45.388> it—<00:11:45.628> you<00:11:45.789> write<00:11:46.046> to<00:11:46.190> it<00:11:46.335> and<00:11:46.431> it<00:11:46.576> writes<00:11:46.833> language<00:11:47.234> back.

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We've<00:11:48.037> seen<00:11:48.262> it<00:11:48.294> with<00:11:48.438> DALL-E,<00:11:48.904> where<00:11:49.065> it<00:11:49.145> can<00:11:49.305> create<00:11:49.643> images<00:11:50.044> and<00:11:50.205> paintings.

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We've<00:11:51.329> seen<00:11:51.505> it<00:11:51.634> with<00:11:51.810> Character.AI,<00:11:52.854> where<00:11:53.175> it<00:11:53.255> can<00:11:53.416> create<00:11:53.817> virtual<00:11:54.203> characters<00:11:54.700> that<00:11:54.781> can<00:11:54.925> be<00:11:55.005> your<00:11:55.166> friend.

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So<00:11:56.386> it's<00:11:57.093> kind<00:11:57.253> of<00:11:57.350> crazy<00:11:57.992> to<00:11:58.137> think<00:11:58.409> about<00:11:58.779> the<00:11:58.875> fact<00:11:59.164> that—.

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Yeah,<00:11:59.517> it<00:11:59.582> is<00:11:59.614> crazy.

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That<00:12:01.604> we<00:12:01.764> can<00:12:01.924> now<00:12:02.229> open<00:12:02.469> up<00:12:02.662> a<00:12:02.806> world<00:12:03.688> where<00:12:04.073> AI<00:12:04.666> is<00:12:04.811> at<00:12:04.891> the<00:12:05.115> heart<00:12:05.917> of<00:12:06.078> not<00:12:06.334> just<00:12:07.441> execution<00:12:08.098> of<00:12:08.242> manual<00:12:08.739> tasks,<00:12:09.220> and<00:12:09.301> it<00:12:09.365> can<00:12:09.461> certainly<00:12:09.782> do<00:12:09.926> that<00:12:10.167> very<00:12:10.407> well,<00:12:10.984> but<00:12:11.129> also<00:12:11.850> creativity.

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Yeah,<00:12:13.454> isn't<00:12:13.678> that<00:12:13.791> fascinating?

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I<00:12:14.512> keep<00:12:14.673> going<00:12:14.849> back<00:12:15.074> to<00:12:15.138> like<00:12:15.378> authenticity<00:12:16.020> though.

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Like<00:12:16.340> if<00:12:16.597> you're<00:12:16.741> a<00:12:16.837> brand<00:12:18.265> and<00:12:18.505> a<00:12:18.521> lot<00:12:18.842> of<00:12:19.066> what<00:12:19.227> you're<00:12:19.387> generating<00:12:20.846> creatively<00:12:21.488> or<00:12:21.809> speaking<00:12:22.129> to<00:12:22.193> your<00:12:22.690> customers<00:12:23.476> is<00:12:23.637> coming<00:12:23.877> from<00:12:23.989> an<00:12:24.118> AI,<00:12:25.176> how<00:12:25.256> do<00:12:25.320> you<00:12:25.401> make<00:12:25.577> sure<00:12:25.801> that's<00:12:26.042> like<00:12:26.443> authentic,<00:12:27.020> you<00:12:27.116> know?

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So,<00:12:28.303> you<00:12:28.399> know,<00:12:28.768> I<00:12:29.649> often<00:12:31.269> say<00:12:31.750> that,<00:12:32.551> you<00:12:32.631> know,<00:12:33.753> the<00:12:33.978> AI<00:12:34.379> is<00:12:34.539> what<00:12:34.699> you<00:12:34.795> put<00:12:34.956> into<00:12:35.276> it.

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Right.

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So<00:12:36.944> yes,<00:12:37.360> it's<00:12:37.505> incredibly<00:12:38.082> powerful,<00:12:38.723> but,<00:12:39.509> you<00:12:39.990> know,<00:12:40.551> the<00:12:40.791> AI<00:12:40.968> doesn't<00:12:41.753> go<00:12:41.929> represent<00:12:42.410> your<00:12:42.635> brand.

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You<00:12:43.052> train<00:12:43.533> the<00:12:43.773> AI<00:12:44.254> to<00:12:44.414> represent<00:12:44.895> your<00:12:45.039> brand.

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That<00:12:45.536> becomes<00:12:45.857> your<00:12:45.937> new<00:12:46.081> responsibility.

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What<00:12:46.883> you<00:12:47.059> used<00:12:47.300> to<00:12:47.396> do<00:12:48.037> is<00:12:48.166> you<00:12:48.326> used<00:12:48.502> to<00:12:48.646> go<00:12:48.823> say,<00:12:49.689> hey,<00:12:50.009> when<00:12:51.147> you<00:12:51.211> used<00:12:51.372> to<00:12:51.468> manually<00:12:51.949> go<00:12:52.173> in<00:12:52.350> and<00:12:52.430> say,<00:12:52.654> hey,<00:12:52.831> when<00:12:53.296> Somebody<00:12:53.616> goes<00:12:53.873> and<00:12:54.033> buys<00:12:54.274> these<00:12:54.499> flip-flops,<00:12:55.220> I<00:12:55.236> want<00:12:55.381> to<00:12:55.461> recommend<00:12:55.974> to<00:12:56.119> them<00:12:56.841> this<00:12:57.546> additional<00:12:58.044> towel.

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I<00:12:59.872> used<00:13:00.033> to<00:13:00.113> do<00:13:00.209> that<00:13:00.450> manually<00:13:01.412> as<00:13:01.508> a<00:13:01.573> human<00:13:01.813> being,<00:13:02.856> and<00:13:02.936> you're<00:13:03.096> getting<00:13:03.321> the<00:13:03.401> voice.

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Then<00:13:04.316> machine<00:13:04.685> learning<00:13:04.925> came<00:13:05.086> along<00:13:05.278> and<00:13:05.358> said,<00:13:05.663> every<00:13:05.823> time<00:13:05.984> people<00:13:06.224> buy<00:13:06.385> flip-flops,<00:13:07.251> they<00:13:07.331> tend<00:13:07.460> to<00:13:07.572> buy<00:13:07.748> towels.

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Let's<00:13:08.294> just<00:13:08.454> recommend<00:13:08.807> some<00:13:08.951> towels.

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And<00:13:09.352> that's<00:13:09.577> where<00:13:09.737> we've<00:13:09.834> been.

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And<00:13:10.876> now<00:13:11.197> the<00:13:11.358> AI<00:13:12.144> might<00:13:12.320> make<00:13:12.480> sense<00:13:12.737> of<00:13:12.865> the<00:13:12.962> whole<00:13:13.202> thing<00:13:13.363> and<00:13:13.459> say,<00:13:14.550> hey,<00:13:15.833> we<00:13:15.929> can<00:13:16.009> go<00:13:16.170> create<00:13:16.346> a<00:13:16.410> custom<00:13:16.731> towel<00:13:17.132> for<00:13:17.437> you.

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We<00:13:18.095> can<00:13:18.255> go<00:13:18.415> create<00:13:18.720> a<00:13:18.800> whole<00:13:19.201> bag<00:13:19.875> of<00:13:19.955> swimwear.

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We<00:13:21.062> can<00:13:21.206> go,<00:13:22.168> uh,<00:13:22.650> we<00:13:22.698> can<00:13:22.826> go<00:13:22.970> create<00:13:23.227> imagery<00:13:23.547> that<00:13:23.724> speaks<00:13:24.093> to<00:13:24.125> you<00:13:24.269> because<00:13:24.429> you<00:13:24.590> live<00:13:24.910> in,<00:13:25.295> you<00:13:25.391> know,<00:13:25.536> a<00:13:25.616> beach<00:13:25.872> town,<00:13:26.289> and<00:13:26.370> you're<00:13:26.851> going<00:13:26.931> to<00:13:26.995> feel<00:13:27.171> like,<00:13:27.700> you<00:13:27.797> know,<00:13:27.957> you're<00:13:28.662> shopping<00:13:29.224> at<00:13:29.320> a<00:13:29.945> retailer<00:13:30.442> that<00:13:31.308> is<00:13:31.404> your<00:13:31.565> local<00:13:31.821> store.

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We're<00:13:32.799> going<00:13:32.880> to<00:13:32.944> know<00:13:33.168> more<00:13:33.393> about<00:13:33.585> the<00:13:33.649> flip-flops<00:13:34.210> than<00:13:34.515> anybody<00:13:34.916> else<00:13:35.076> so<00:13:35.253> that<00:13:35.333> you're<00:13:35.429> going<00:13:35.509> to<00:13:35.573> feel<00:13:35.718> like<00:13:35.894> you're<00:13:35.974> talking<00:13:36.295> to<00:13:36.391> the<00:13:36.535> best<00:13:37.177> sales<00:13:37.658> associate<00:13:38.203> ever.

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So<00:13:39.021> there's<00:13:39.197> a<00:13:39.245> lot<00:13:39.406> of<00:13:39.502> power<00:13:40.047> that<00:13:40.143> you<00:13:40.287> can<00:13:40.448> harness,<00:13:41.650> uh,<00:13:41.827> but<00:13:42.292> ultimately<00:13:43.575> when<00:13:43.751> the<00:13:43.975> AI<00:13:45.418> represents<00:13:45.996> you<00:13:46.220> on<00:13:46.381> your<00:13:46.541> website,<00:13:47.038> on<00:13:47.134> your<00:13:47.423> app,<00:13:47.760> in<00:13:47.904> your<00:13:48.064> phone,<00:13:49.043> it's<00:13:49.460> exactly<00:13:49.909> that.

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It's<00:13:50.262> a<00:13:50.327> representation<00:13:51.113> of<00:13:51.273> your<00:13:51.530> brand.

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So<00:13:52.076> you<00:13:52.236> have<00:13:52.493> your<00:13:52.734> responsibility<00:13:53.536> to<00:13:53.697> train<00:13:54.002> it<00:13:54.917> to<00:13:55.045> do<00:13:55.157> that<00:13:55.382> because<00:13:55.607> otherwise<00:13:56.827> it<00:13:56.907> might<00:13:57.067> do<00:13:57.228> a<00:13:57.292> really<00:13:57.469> poor<00:13:57.709> job<00:13:58.448> of<00:13:58.576> representing<00:13:59.058> your<00:13:59.138> brand.

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Right.

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Yeah,<00:14:01.642> that—<00:14:02.027> I<00:14:02.123> think<00:14:02.284> that's<00:14:02.508> the<00:14:02.604> thing<00:14:02.845> that<00:14:03.567> what<00:14:03.728> you<00:14:03.808> just<00:14:03.985> touched<00:14:04.274> on<00:14:04.370> there,<00:14:04.530> companies<00:14:04.948> need<00:14:05.365> to<00:14:06.440> really<00:14:06.697> hone<00:14:06.938> in<00:14:07.098> on<00:14:07.339> and<00:14:07.435> understand,<00:14:08.206> like,<00:14:08.928> you're<00:14:09.105> training<00:14:09.506> the<00:14:09.747> AI.

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The<00:14:10.533> AI<00:14:10.790> isn't<00:14:11.014> just<00:14:11.255> coming<00:14:11.496> up<00:14:11.592> with<00:14:11.673> stuff,<00:14:12.700> right?

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Like,<00:14:13.133> it's—<00:14:13.598> it's<00:14:13.919> representing<00:14:15.203> your<00:14:15.444> brand<00:14:15.845> and<00:14:15.990> representing<00:14:16.552> what<00:14:16.953> you<00:14:17.049> put<00:14:17.274> into<00:14:17.531> it.

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I<00:14:18.187> think<00:14:18.333> that,<00:14:18.511> that's<00:14:18.690> a,<00:14:18.722> that's<00:14:18.917> a<00:14:18.933> key<00:14:18.998> point.

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You<00:14:19.225> know,<00:14:19.323> a<00:14:19.339> good<00:14:19.647> point.

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Another<00:14:21.514> good<00:14:21.920> analogy<00:14:22.472> of<00:14:22.569> that<00:14:22.813> is<00:14:22.959> you<00:14:23.040> used<00:14:23.218> to<00:14:23.300> be<00:14:23.381> the<00:14:23.462> player,<00:14:24.257> now<00:14:24.371> you're<00:14:24.598> the<00:14:24.679> coach.

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Right.

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Right.

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So<00:14:27.216> you,<00:14:27.414> it's<00:14:27.794> still<00:14:28.124> your<00:14:28.223> product<00:14:28.652> on<00:14:28.718> the<00:14:28.883> field,<00:14:30.652> but<00:14:31.282> you<00:14:31.330> don't<00:14:31.460> get<00:14:31.605> to<00:14:31.637> be<00:14:31.718> the<00:14:31.783> player<00:14:32.106> anymore.

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The<00:14:32.574> AI<00:14:32.849> is<00:14:33.059> the<00:14:33.140> player,<00:14:33.964> but<00:14:34.044> you<00:14:34.303> still<00:14:34.513> gotta<00:14:34.674> coach<00:14:34.949> the<00:14:35.095> AI.

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How<00:14:36.209> do<00:14:36.290> you<00:14:36.387> talk<00:14:36.710> to<00:14:36.952> consumer<00:14:37.437> brands<00:14:38.002> and,<00:14:38.390> and<00:14:38.794> other<00:14:38.956> e-commerce<00:14:39.538> companies<00:14:40.832> about<00:14:41.883> the<00:14:42.045> right<00:14:42.287> platforms<00:14:43.080> to<00:14:43.484> reach<00:14:43.824> customers?

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Because<00:14:44.697> there's<00:14:44.859> so<00:14:44.907> many<00:14:45.118> different<00:14:45.360> platforms.

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I<00:14:45.862> mean,<00:14:45.975> you<00:14:46.007> got<00:14:46.234> Instagram,<00:14:47.042> TikTok,<00:14:48.182> all<00:14:48.262> the<00:14:48.342> social<00:14:48.695> media<00:14:49.048> ones,<00:14:49.401> some<00:14:49.706> that<00:14:49.851> I<00:14:49.947> probably<00:14:50.188> don't<00:14:50.348> even<00:14:50.509> know<00:14:50.669> that<00:14:50.814> you<00:14:50.990> do<00:14:51.151> know,<00:14:51.793> where<00:14:51.937> you're<00:14:52.114> reaching<00:14:52.900> your<00:14:53.077> customers.

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I<00:14:53.639> mean,<00:14:53.799> how<00:14:53.960> do<00:14:54.104> you<00:14:54.826> maintain,<00:14:56.608> you<00:14:56.720> know,<00:14:56.833> your<00:14:57.089> brand<00:14:57.635> and<00:14:57.715> your<00:14:57.876> experience<00:14:58.630> across<00:14:59.015> all<00:14:59.080> of<00:14:59.256> these<00:14:59.417> platforms?

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You<00:15:00.701> know,<00:15:00.925> I<00:15:00.957> mean,<00:15:01.343> if<00:15:01.487> we've<00:15:01.969> learned<00:15:02.225> one<00:15:02.530> thing<00:15:02.851> about<00:15:03.429> consumer<00:15:03.830> platforms<00:15:04.553> over<00:15:04.713> the<00:15:04.793> last<00:15:05.291> 10<00:15:05.451> or<00:15:05.580> 15<00:15:05.901> years,<00:15:06.318> it's<00:15:06.479> that<00:15:07.442> they're<00:15:07.602> incredibly<00:15:08.244> dynamic.

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There<00:15:11.117> was<00:15:11.278> a<00:15:11.310> time<00:15:11.615> when,<00:15:12.241> you<00:15:12.337> know,<00:15:12.497> a<00:15:12.642> generation<00:15:13.204> of<00:15:13.300> people<00:15:13.541> grew<00:15:13.781> up<00:15:13.926> on<00:15:14.022> Facebook<00:15:14.504> and<00:15:14.568> now<00:15:14.664> nobody<00:15:14.969> uses<00:15:15.306> Facebook<00:15:15.707> below<00:15:15.948> a<00:15:15.964> certain<00:15:16.333> age,<00:15:16.670> right?

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And<00:15:17.473> then<00:15:17.657> Instagram<00:15:18.324> and<00:15:18.408> now<00:15:18.575> TikTok.

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And,<00:15:21.526> you<00:15:21.558> know,<00:15:21.638> and<00:15:22.928> my<00:15:23.089> daughter<00:15:23.476> uses<00:15:23.815> BeReal,<00:15:25.008> which<00:15:25.185> is<00:15:25.331> a,<00:15:25.572> you<00:15:25.605> know,<00:15:25.830> kind<00:15:26.008> of<00:15:26.088> another<00:15:26.378> platform.

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So,<00:15:27.265> oh<00:15:27.362> yeah.

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And<00:15:27.910> then<00:15:28.168> you<00:15:28.313> got,<00:15:28.571> you<00:15:29.138> got<00:15:29.284> a<00:15:29.381> generation,<00:15:30.435> particularly<00:15:30.986> of<00:15:31.084> boys,<00:15:31.473> but<00:15:31.732> not<00:15:31.894> just<00:15:32.137> boys,<00:15:33.256> who,<00:15:33.661> whose<00:15:34.504> social<00:15:34.877> platform<00:15:35.380> is<00:15:35.477> their<00:15:35.623> gaming<00:15:36.012> platform.

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So<00:15:38.835> I<00:15:39.648> think<00:15:40.217> what<00:15:40.380> we<00:15:40.852> have<00:15:41.031> learned<00:15:41.340> from<00:15:41.519> that<00:15:41.990> is<00:15:42.762> that<00:15:42.939> if<00:15:43.148> you,<00:15:43.389> you<00:15:43.421> never<00:15:43.726> bet<00:15:43.951> on<00:15:44.192> one,<00:15:44.513> you<00:15:44.593> follow<00:15:45.075> where<00:15:45.332> the<00:15:45.477> consumer<00:15:45.958> goes<00:15:46.858> and<00:15:46.922> you<00:15:47.083> allocate<00:15:47.420> your<00:15:47.581> resources,<00:15:48.207> your<00:15:48.303> time,<00:15:49.187> and<00:15:49.267> your<00:15:49.412> attention<00:15:49.829> there.

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And<00:15:50.536> you<00:15:50.632> just<00:15:50.809> assume<00:15:51.050> it's<00:15:51.195> going<00:15:51.307> to<00:15:51.355> change<00:15:51.692> next<00:15:51.917> year<00:15:52.961> because<00:15:53.283> that's,<00:15:53.684> that's<00:15:53.925> what<00:15:54.070> happens.

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It<00:15:55.114> changes<00:15:55.467> about<00:15:55.708> as<00:15:55.836> often<00:15:56.174> as,<00:15:57.459> you<00:15:57.555> know,<00:15:57.780> fashion<00:15:58.181> does.

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Yeah,<00:16:00.430> yeah.

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And<00:16:00.751> the<00:16:00.831> big<00:16:01.072> player<00:16:01.474> in<00:16:01.618> the<00:16:01.699> space<00:16:02.100> obviously<00:16:02.454> is<00:16:02.662> Amazon.

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How<00:16:03.321> do<00:16:03.385> you<00:16:03.546> talk<00:16:03.723> to<00:16:03.803> your<00:16:04.044> customers<00:16:04.927> and<00:16:05.168> brands<00:16:05.714> and<00:16:05.811> e-commerce<00:16:06.292> players<00:16:07.256> about<00:16:07.577> how<00:16:07.738> to<00:16:07.802> interact<00:16:08.300> with<00:16:09.236> Amazon,<00:16:09.741> how<00:16:09.969> to,<00:16:10.947> you<00:16:11.012> know,<00:16:11.273> I<00:16:11.305> mean,<00:16:11.924> Amazon's<00:16:12.250> such<00:16:12.429> an<00:16:12.576> interesting<00:16:13.098> ecosystem<00:16:13.668> all<00:16:13.896> by<00:16:13.994> itself.

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What<00:16:16.443> do<00:16:16.523> you<00:16:16.603> talk—<00:16:16.844> when<00:16:16.989> you<00:16:17.085> talk<00:16:17.310> about<00:16:17.487> Amazon<00:16:17.808> with<00:16:17.969> your<00:16:18.210> customers,<00:16:18.772> what<00:16:18.853> type<00:16:19.335> of<00:16:19.479> questions<00:16:19.817> are<00:16:19.897> they<00:16:20.042> asking<00:16:20.379> you<00:16:21.022> and<00:16:21.183> what<00:16:21.279> advice<00:16:21.681> are<00:16:21.809> you<00:16:21.906> giving<00:16:22.211> them?

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You<00:16:23.529> know<00:16:23.577> what's<00:16:23.754> interesting<00:16:24.091> is<00:16:24.155> sort<00:16:24.380> of<00:16:24.412> like<00:16:24.637> 5<00:16:24.959> years<00:16:25.200> ago<00:16:26.070> when<00:16:26.232> I<00:16:26.313> was<00:16:26.475> working<00:16:26.734> with<00:16:26.880> all<00:16:26.993> these<00:16:27.220> big<00:16:27.382> retailers,<00:16:28.013> they<00:16:28.175> had<00:16:28.353> like<00:16:28.661> deep<00:16:28.936> fear<00:16:29.405> of<00:16:29.551> Amazon.

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They're<00:16:30.862> like,<00:16:31.170> Amazon's<00:16:31.429> gonna<00:16:31.591> come<00:16:31.752> eat<00:16:31.914> my<00:16:32.076> lunch.

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You<00:16:33.147> know,<00:16:33.393> they've<00:16:33.557> already<00:16:33.721> taken<00:16:34.050> over.

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They<00:16:34.378> went<00:16:34.608> from<00:16:34.707> books<00:16:35.035> to<00:16:35.117> electronics<00:16:35.922> to<00:16:36.352> home<00:16:37.636> to<00:16:38.263> apparel<00:16:38.921> to<00:16:39.499> so<00:16:39.724> on<00:16:39.868> and<00:16:39.916> so<00:16:40.125> forth.

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They're<00:16:40.462> just<00:16:40.591> going<00:16:40.767> category<00:16:41.249> by<00:16:41.474> category<00:16:42.052> and<00:16:42.132> they're<00:16:42.357> eating<00:16:42.469> my<00:16:42.678> lunch.

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And<00:16:44.059> what's<00:16:44.236> interesting<00:16:44.621> is<00:16:44.926> Amazon,<00:16:45.986> you<00:16:46.050> know,<00:16:47.431> while<00:16:48.715> it<00:16:48.876> continues<00:16:49.422> to<00:16:49.599> do<00:16:49.839> very<00:16:50.225> well,<00:16:51.525> it's<00:16:51.830> also<00:16:52.168> become<00:16:52.489> pretty<00:16:52.794> clear.

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I<00:16:53.227> mean,<00:16:53.372> just<00:16:53.613> by<00:16:53.934> way<00:16:54.078> of<00:16:54.175> example,<00:16:54.672> if<00:16:54.737> you<00:16:54.881> take<00:16:55.058> the<00:16:55.202> last<00:16:55.523> couple<00:16:55.700> of<00:16:55.845> years,<00:16:56.744> believe<00:16:56.985> it<00:16:57.049> or<00:16:57.081> not,<00:16:57.450> Walmart.com<00:16:58.237> has<00:16:58.349> grown<00:16:58.655> faster<00:16:59.072> than<00:16:59.168> Amazon.com.

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So<00:17:03.392> that's<00:17:03.633> one<00:17:03.810> thing.

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And<00:17:04.196> then<00:17:04.437> on<00:17:04.517> the<00:17:04.613> other<00:17:04.838> thing,<00:17:05.738> people<00:17:05.995> have<00:17:06.124> said,<00:17:06.525> you<00:17:06.558> know<00:17:06.686> what,<00:17:07.586> Amazon<00:17:07.988> might<00:17:08.213> be<00:17:08.325> able<00:17:08.470> to<00:17:08.550> sell<00:17:08.791> everything,<00:17:09.353> but<00:17:09.514> they<00:17:09.675> can't<00:17:10.141> deliver<00:17:10.542> a<00:17:10.703> quality<00:17:11.137> of<00:17:11.217> experience<00:17:11.844> for<00:17:12.069> my—<00:17:12.422> if<00:17:12.551> I'm<00:17:12.663> selling<00:17:13.113> eyeglasses,<00:17:14.077> it's<00:17:14.158> still<00:17:14.334> a<00:17:14.415> better<00:17:14.656> experience<00:17:15.122> to<00:17:15.202> go<00:17:15.298> to<00:17:15.443> Warby<00:17:15.700> Parker<00:17:16.086> than<00:17:16.182> to<00:17:16.327> go<00:17:16.407> to<00:17:16.487> Amazon.

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If<00:17:18.174> I'm<00:17:19.155> selling—<00:17:19.894> if<00:17:20.022> I<00:17:20.119> want<00:17:20.440> electronics<00:17:22.288> purchased<00:17:22.995> and<00:17:23.075> also<00:17:23.589> installed<00:17:24.216> in<00:17:25.019> my<00:17:25.244> home<00:17:25.646> for<00:17:26.385> a<00:17:26.851> home<00:17:27.028> theater<00:17:27.285> system,<00:17:28.584> I<00:17:28.616> probably<00:17:28.827> will<00:17:28.925> get<00:17:29.071> a<00:17:29.087> better<00:17:29.330> experience<00:17:29.963> from,<00:17:30.629> you<00:17:30.726> know,<00:17:30.856> Best<00:17:31.099> Buy<00:17:31.748> and,<00:17:32.089> uh,<00:17:32.641> and,<00:17:32.917> uh,<00:17:33.631> their<00:17:33.728> services<00:17:34.345> arms<00:17:35.172> than<00:17:35.400> Amazon.

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So<00:17:37.943> it's—<00:17:38.315> they<00:17:38.412> don't<00:17:38.574> seem<00:17:38.897> quite<00:17:39.221> as<00:17:39.447> daunting.

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They're<00:17:40.013> still<00:17:40.353> dominant,<00:17:40.984> there's<00:17:41.097> no<00:17:41.242> doubt<00:17:41.420> about<00:17:41.711> it,<00:17:42.294> but<00:17:42.439> a<00:17:42.455> lot<00:17:42.617> of<00:17:42.698> folks<00:17:42.941> have<00:17:43.086> figured<00:17:43.410> out<00:17:43.927> if<00:17:44.057> you<00:17:44.154> do<00:17:44.315> a<00:17:44.542> great<00:17:44.801> job<00:17:45.108> of<00:17:45.205> your<00:17:45.431> category<00:17:45.934> in<00:17:46.032> a<00:17:46.097> specialty-oriented<00:17:47.320> way<00:17:48.380> and<00:17:48.461> deliver<00:17:48.788> a<00:17:48.869> high-quality<00:17:49.456> experience<00:17:49.913> that<00:17:50.011> speaks<00:17:50.320> to<00:17:50.484> the<00:17:50.565> seeker,<00:17:52.382> you<00:17:52.485> can,<00:17:52.912> you,<00:17:53.169> you<00:17:53.323> can<00:17:53.425> beat<00:17:53.596> Amazon.

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Yeah,<00:17:54.957> isn't<00:17:55.118> that<00:17:55.214> remarkable?

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Like,<00:17:56.416> that's<00:17:56.592> kind<00:17:56.753> of<00:17:56.801> the<00:17:56.897> beauty<00:17:57.218> of<00:17:57.314> e-commerce<00:17:57.939> and<00:17:58.019> the<00:17:58.164> consumer<00:17:58.725> brand<00:17:58.981> space,<00:17:59.302> period.

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Like,<00:18:00.007> if<00:18:00.103> you<00:18:00.183> just<00:18:00.344> have<00:18:00.504> a<00:18:00.584> great<00:18:00.889> product,<00:18:01.931> great<00:18:02.187> brand,<00:18:02.813> great<00:18:02.989> customer<00:18:03.454> experience,<00:18:04.111> you<00:18:04.191> can<00:18:04.432> really<00:18:05.378> go<00:18:06.275> a<00:18:06.355> long<00:18:06.660> ways.

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Has,<00:18:07.862> uh,<00:18:08.119> Shopify<00:18:08.824> kind<00:18:09.017> of<00:18:09.097> democratized<00:18:10.027> it<00:18:10.123> a<00:18:10.139> little<00:18:10.443> bit?

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Like,<00:18:11.069> uh,<00:18:11.405> like<00:18:11.646> anybody<00:18:11.966> can<00:18:12.127> kind<00:18:12.303> of<00:18:12.367> do<00:18:12.528> this?

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Yeah,<00:18:13.714> I<00:18:13.730> mean,<00:18:13.874> Shopify<00:18:14.291> has<00:18:14.515> been<00:18:14.692> one<00:18:14.836> of<00:18:14.868> the<00:18:14.996> great<00:18:15.798> counterweights<00:18:16.455> to<00:18:16.535> Amazon,<00:18:17.337> right?

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Because<00:18:17.882> Shopify<00:18:18.363> came<00:18:18.603> in<00:18:18.764> and<00:18:18.860> said,<00:18:19.180> hey,<00:18:19.710> You<00:18:19.774> can<00:18:19.902> go<00:18:20.142> create<00:18:20.383> a<00:18:20.399> store<00:18:21.104> and<00:18:21.168> then<00:18:21.264> you<00:18:21.344> can<00:18:21.425> drive<00:18:21.649> demand<00:18:22.050> to<00:18:22.162> it.

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You<00:18:22.322> don't<00:18:22.451> have<00:18:22.611> to<00:18:22.707> just<00:18:22.867> make<00:18:23.044> a<00:18:23.108> living<00:18:23.589> listing<00:18:23.909> your<00:18:24.053> products<00:18:24.454> on<00:18:24.550> Amazon.

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And<00:18:26.378> I<00:18:26.474> think<00:18:26.618> it<00:18:26.698> created<00:18:27.676> millions<00:18:28.077> of<00:18:28.221> entrepreneurs.

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Now<00:18:30.321> it's<00:18:30.722> going<00:18:30.882> through<00:18:31.042> a<00:18:31.106> tough<00:18:31.283> time<00:18:31.924> because<00:18:32.789> after<00:18:33.286> COVID<00:18:34.312> and<00:18:34.392> after—<00:18:34.969> and<00:18:35.434> as<00:18:35.691> the<00:18:36.492> sort<00:18:36.652> of<00:18:36.733> recessionary<00:18:37.598> wave<00:18:38.336> hits<00:18:38.576> the<00:18:38.816> macroeconomic<00:18:39.618> picture,<00:18:40.355> some<00:18:40.516> of<00:18:40.580> those<00:18:40.740> smaller<00:18:41.125> businesses<00:18:41.541> are<00:18:41.622> struggling.

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But<00:18:42.327> all<00:18:42.487> in,<00:18:43.144> it's<00:18:43.289> been<00:18:43.449> terrific<00:18:43.866> that<00:18:44.010> millions<00:18:44.411> of<00:18:44.491> brands<00:18:44.827> have<00:18:44.908> been<00:18:45.052> able<00:18:45.180> to<00:18:45.292> get<00:18:45.453> online,<00:18:46.030> a<00:18:46.094> subset<00:18:46.511> of<00:18:46.591> them.

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Are,<00:18:47.778> are<00:18:47.874> achieving<00:18:48.292> a<00:18:48.436> reasonable<00:18:48.758> amount<00:18:48.918> of<00:18:48.950> scale.

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Generally,<00:18:49.865> what,<00:18:50.187> what<00:18:50.829> a<00:18:50.925> lot<00:18:51.086> of<00:18:51.166> the<00:18:51.246> brands<00:18:51.632> that<00:18:51.792> reach<00:18:52.194> kind<00:18:52.290> of<00:18:52.435> $10-15<00:18:53.013> million<00:18:53.815> of<00:18:54.442> online<00:18:54.779> sales,<00:18:55.244> they<00:18:55.405> then<00:18:55.582> call<00:18:55.806> BloomReach<00:18:56.304> and<00:18:56.368> they<00:18:56.465> say,<00:18:57.107> hey,<00:18:57.348> we<00:18:57.444> now<00:18:57.653> have<00:18:57.846> an<00:18:58.536> e-commerce<00:18:58.986> site<00:18:59.114> that's<00:18:59.275> performing,<00:18:59.676> we<00:18:59.821> want<00:18:59.965> to<00:19:00.061> grow<00:19:00.238> to<00:19:00.383> $50<00:19:00.559> million,<00:19:00.720> can<00:19:00.864> you<00:19:00.961> help<00:19:01.201> us?

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And<00:19:01.988> we've<00:19:02.245> got<00:19:02.470> a<00:19:02.887> range<00:19:03.144> of<00:19:03.273> ways<00:19:03.530> by<00:19:03.690> which<00:19:03.915> we<00:19:04.156> can<00:19:04.252> do<00:19:04.316> that.

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So<00:19:05.071> we<00:19:05.280> work<00:19:05.521> with<00:19:05.681> a<00:19:05.697> lot<00:19:05.922> of<00:19:06.002> them,<00:19:06.484> and,<00:19:06.821> uh,<00:19:07.688> and<00:19:07.769> I<00:19:07.785> think<00:19:08.009> they<00:19:08.186> definitely<00:19:08.587> democratized<00:19:09.792> e-commerce.

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They<00:19:10.675> provided<00:19:11.157> a<00:19:11.237> terrific<00:19:11.719> counterweight<00:19:12.987> and<00:19:13.388> they've<00:19:13.549> made<00:19:13.726> it<00:19:13.870> possible<00:19:15.090> for<00:19:15.315> you<00:19:15.347> to<00:19:15.476> build<00:19:15.652> an<00:19:15.797> independent<00:19:16.359> brand<00:19:17.659> at<00:19:17.756> scale<00:19:18.928> and<00:19:19.024> not<00:19:19.185> be<00:19:19.265> dependent<00:19:19.667> purely<00:19:19.972> on<00:19:20.068> Amazon<00:19:20.871> and<00:19:21.015> Google.

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Yeah,<00:19:22.476> at<00:19:22.557> Bloomreach,<00:19:22.958> you<00:19:23.038> call<00:19:23.087> yourself<00:19:23.520> a<00:19:23.665> commerce<00:19:24.885> experience<00:19:25.993> cloud.

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Tell<00:19:26.731> us<00:19:26.876> what<00:19:27.037> that<00:19:27.213> means.

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Yeah,<00:19:28.739> it<00:19:28.819> basically<00:19:29.220> means,<00:19:29.525> hey,<00:19:30.489> you<00:19:30.521> know,<00:19:30.633> if<00:19:30.730> we<00:19:30.826> think<00:19:31.067> about<00:19:31.308> e-commerce<00:19:31.950> for<00:19:32.030> a<00:19:32.046> second<00:19:32.432> here,<00:19:33.379> we're<00:19:33.620> about<00:19:33.861> 25<00:19:34.342> years<00:19:34.583> in,<00:19:35.081> right?

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We<00:19:35.338> started—<00:19:35.787> we<00:19:36.125> were<00:19:36.767> in<00:19:36.847> 2023.

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It's<00:19:38.356> kind<00:19:38.437> of<00:19:38.469> late<00:19:38.758> '90s<00:19:39.159> when<00:19:39.255> this<00:19:39.416> whole<00:19:39.576> thing<00:19:39.753> started.

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And<00:19:41.198> if<00:19:41.262> we<00:19:41.342> think<00:19:41.423> about<00:19:41.583> what<00:19:41.664> we've<00:19:41.969> done<00:19:42.611> as<00:19:42.707> an<00:19:42.852> industry,<00:19:43.494> I<00:19:43.574> would<00:19:43.670> say<00:19:44.152> what<00:19:44.409> we've<00:19:44.553> done<00:19:44.650> is<00:19:44.794> we<00:19:44.874> make<00:19:45.115> it—<00:19:45.420> make—<00:19:45.998> made<00:19:46.223> it<00:19:46.319> possible<00:19:47.282> to<00:19:47.443> buy<00:19:47.668> stuff<00:19:47.941> online.

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And<00:19:48.968> that's<00:19:49.129> great.

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But<00:19:50.718> making<00:19:50.959> it<00:19:50.991> possible<00:19:51.360> to<00:19:51.521> buy<00:19:51.778> stuff<00:19:52.034> online<00:19:52.484> doesn't<00:19:52.821> mean<00:19:53.865> people<00:19:54.250> actually<00:19:54.571> will<00:19:54.667> have<00:19:54.812> a<00:19:54.892> great<00:19:55.133> experience<00:19:55.614> when<00:19:55.791> they<00:19:55.952> buy<00:19:56.112> that<00:19:56.353> thing<00:19:56.578> online,<00:19:57.396> or<00:19:57.541> will<00:19:57.718> want<00:19:57.894> to<00:19:57.958> keep<00:19:58.183> coming<00:19:58.440> back<00:19:58.681> and<00:19:58.761> back,<00:19:59.467> or<00:19:59.548> will<00:19:59.708> want<00:19:59.805> to<00:19:59.885> buy<00:20:00.126> more<00:20:00.302> of<00:20:00.383> it,<00:20:00.591> or<00:20:00.672> will,<00:20:00.848> will,<00:20:01.073> will<00:20:01.266> have<00:20:01.426> a<00:20:02.116> different<00:20:02.454> and<00:20:02.759> better<00:20:03.015> experience<00:20:03.577> than<00:20:03.722> they<00:20:03.802> might<00:20:04.043> have<00:20:04.155> in<00:20:04.236> a<00:20:04.300> store.

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So<00:20:05.568> I<00:20:05.648> think<00:20:05.809> we're<00:20:06.001> early<00:20:06.226> innings<00:20:06.467> in<00:20:06.563> e-commerce.

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I<00:20:06.965> mean,<00:20:07.109> believe<00:20:07.366> it<00:20:07.430> or<00:20:07.527> not,<00:20:08.538> we're<00:20:09.421> only<00:20:09.598> 20%<00:20:10.224> of<00:20:10.304> retail<00:20:10.641> sales<00:20:11.588> happen<00:20:12.231> online.

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80%<00:20:13.531> still<00:20:13.997> happen<00:20:14.398> offline.

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So<00:20:15.474> we<00:20:15.602> got<00:20:15.682> a<00:20:15.698> long<00:20:15.923> way<00:20:16.020> to<00:20:16.164> go.

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And<00:20:17.769> so<00:20:17.882> the<00:20:18.010> idea<00:20:18.187> of<00:20:18.283> a<00:20:18.412> Commerce<00:20:18.685> Experience<00:20:19.150> Cloud<00:20:19.487> is<00:20:19.632> to<00:20:19.712> say<00:20:19.873> it's<00:20:20.595> not<00:20:20.756> just<00:20:21.012> about<00:20:21.494> selling<00:20:21.944> stuff<00:20:22.265> online.

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That's<00:20:22.682> what<00:20:22.907> commerce<00:20:23.324> is.

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It's<00:20:24.304> about<00:20:24.448> creating<00:20:24.850> the<00:20:25.010> quality<00:20:25.427> of<00:20:25.556> customer<00:20:25.893> experience<00:20:26.519> that's<00:20:26.696> amazing<00:20:27.980> so<00:20:28.141> that<00:20:28.301> that<00:20:28.542> consumer<00:20:29.409> has<00:20:29.586> an<00:20:29.666> amazing<00:20:30.148> experience<00:20:30.613> with<00:20:30.709> your<00:20:30.854> brand.

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Buys<00:20:32.300> more<00:20:32.412> stuff,<00:20:34.019> achieves<00:20:34.405> their<00:20:34.630> own<00:20:35.449> motivations<00:20:36.156> for<00:20:36.317> why<00:20:36.493> they<00:20:36.654> bought<00:20:36.879> that<00:20:36.992> stuff,<00:20:37.618> and<00:20:37.763> keep<00:20:37.940> coming<00:20:38.261> back<00:20:38.502> and<00:20:38.582> back<00:20:38.904> and<00:20:38.984> back<00:20:39.627> and<00:20:39.771> creating<00:20:40.109> the<00:20:40.253> kind<00:20:40.350> of<00:20:40.510> loyalty<00:20:41.458> that<00:20:41.555> makes<00:20:41.732> it<00:20:41.860> possible.

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So<00:20:42.278> the<00:20:42.423> Commerce<00:20:42.696> Experience<00:20:43.081> Cloud<00:20:43.644> is<00:20:43.724> about<00:20:43.949> doing<00:20:44.126> exactly<00:20:44.592> that<00:20:44.656> and<00:20:44.849> does<00:20:45.090> that<00:20:45.717> kind<00:20:45.829> of<00:20:45.909> in<00:20:46.054> two<00:20:46.279> primary<00:20:46.761> ways.

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It<00:20:47.564> helps<00:20:47.821> engage<00:20:48.368> more<00:20:48.528> customers<00:20:48.962> to<00:20:49.107> the<00:20:49.187> brand.

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It,<00:20:49.894> it<00:20:50.553> makes<00:20:50.714> them<00:20:50.810> aware<00:20:51.196> that<00:20:51.340> you<00:20:51.421> sell<00:20:51.678> that<00:20:51.903> handbag,<00:20:52.401> that<00:20:52.545> you<00:20:52.626> sell<00:20:52.883> that<00:20:53.124> car,<00:20:53.847> and<00:20:53.927> it<00:20:54.008> does<00:20:54.249> that<00:20:54.554> with<00:20:54.795> email<00:20:55.036> and<00:20:55.277> SMS<00:20:55.872> and<00:20:56.016> web<00:20:56.354> and<00:20:56.482> other<00:20:56.659> marketing.

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And<00:20:57.527> then<00:20:57.688> once<00:20:57.849> you're<00:20:58.188> interested<00:20:58.574> in<00:20:58.671> buying<00:20:59.541> the<00:20:59.637> car<00:21:00.056> or<00:21:00.185> the<00:21:00.281> part<00:21:00.765> or<00:21:00.829> the<00:21:00.926> vacuum<00:21:01.312> cleaner<00:21:01.812> or<00:21:01.973> the<00:21:02.681> dress,<00:21:03.670> then<00:21:03.718> it<00:21:03.847> will<00:21:04.170> power<00:21:04.606> the<00:21:04.897> e-commerce<00:21:05.333> experience,<00:21:05.882> the<00:21:05.962> website<00:21:06.527> with<00:21:06.673> a<00:21:06.850> highly<00:21:07.173> personalized<00:21:08.627> interaction<00:21:09.192> so<00:21:09.353> that<00:21:09.498> you<00:21:09.595> and<00:21:09.741> I<00:21:09.838> have<00:21:10.080> very<00:21:10.306> different<00:21:10.823> experiences<00:21:11.921> that<00:21:12.001> speak<00:21:12.260> to<00:21:12.486> us<00:21:14.054> and<00:21:14.299> enable<00:21:14.773> us<00:21:14.936> to<00:21:15.034> then<00:21:15.262> buy<00:21:15.442> that<00:21:15.605> product<00:21:15.997> really<00:21:16.324> easily.

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So<00:21:16.667> that's<00:21:16.831> what<00:21:16.896> we<00:21:17.059> call<00:21:17.222> the<00:21:17.320> commerce<00:21:17.451> experience.

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It's<00:21:18.490> sort<00:21:18.603> of<00:21:19.072> everything<00:21:19.412> before<00:21:20.236> I<00:21:20.382> hit<00:21:20.769> add<00:21:20.947> to<00:21:21.093> cart.

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Right.

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On<00:21:23.658> an<00:21:23.787> e-commerce<00:21:24.445> brand.

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And<00:21:25.552> what<00:21:25.648> about<00:21:25.825> everything<00:21:26.274> after<00:21:26.772> the<00:21:26.868> sale<00:21:27.173> goes<00:21:27.430> through,<00:21:27.895> right?

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Isn't<00:21:28.457> there<00:21:28.617> that—<00:21:28.842> there's<00:21:29.083> like<00:21:29.243> that<00:21:29.420> whole<00:21:29.580> follow-up<00:21:30.222> piece<00:21:30.527> of<00:21:30.687> it<00:21:30.848> of<00:21:31.008> like<00:21:31.843> surveys<00:21:33.094> and<00:21:33.335> trying<00:21:33.528> to<00:21:33.592> get<00:21:33.752> returning<00:21:34.154> customers<00:21:34.651> and<00:21:34.779> things<00:21:34.956> like<00:21:35.116> that?

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Well,<00:21:36.063> I<00:21:36.160> think,<00:21:36.545> I<00:21:36.641> think<00:21:36.882> generally<00:21:37.427> what,<00:21:37.668> what<00:21:38.005> we<00:21:38.422> say<00:21:38.807> to<00:21:38.888> people<00:21:39.289> is,<00:21:39.594> look,<00:21:39.835> we're<00:21:39.947> going<00:21:40.059> to<00:21:40.155> get<00:21:40.332> people<00:21:40.637> to<00:21:40.797> add<00:21:40.958> to<00:21:41.038> cart,<00:21:41.776> and<00:21:41.857> then<00:21:42.081> once<00:21:42.322> they<00:21:42.498> buy,<00:21:42.884> we're<00:21:42.948> going<00:21:43.060> to<00:21:43.140> get,<00:21:43.525> get<00:21:43.622> back<00:21:43.879> to<00:21:44.023> them,<00:21:44.809> right?

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So<00:21:45.082> that's<00:21:45.371> when<00:21:46.173> the<00:21:46.254> surveys<00:21:47.297> and,<00:21:47.537> hey,<00:21:47.987> maybe<00:21:48.179> you<00:21:48.276> want<00:21:48.404> to<00:21:48.436> buy<00:21:48.597> something<00:21:48.901> else,<00:21:49.062> or<00:21:49.222> how<00:21:49.335> was<00:21:49.479> the<00:21:49.559> service<00:21:50.746> All<00:21:50.842> those<00:21:51.147> things<00:21:51.483> are<00:21:51.724> after.

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There<00:21:52.589> is<00:21:52.685> a<00:21:52.765> transactional<00:21:53.567> piece<00:21:54.368> in<00:21:54.448> the<00:21:54.528> middle,<00:21:54.929> which<00:21:55.153> is<00:21:55.249> sort<00:21:55.409> of<00:21:55.489> like,<00:21:56.355> I<00:21:56.387> got<00:21:56.531> to<00:21:56.611> make<00:21:56.755> sure<00:21:56.916> the<00:21:57.012> packages<00:21:57.492> ship.

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I<00:21:58.197> got<00:21:58.326> to<00:21:58.374> make<00:21:58.534> sure<00:21:58.758> there's<00:21:58.999> not<00:21:59.175> fraud.

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I<00:21:59.576> got<00:21:59.720> to<00:21:59.800> collect<00:22:00.008> payments,<00:22:00.922> which<00:22:01.498> is<00:22:01.659> what<00:22:01.819> platforms<00:22:02.364> like<00:22:02.540> Shopify<00:22:03.165> and<00:22:03.261> Salesforce<00:22:03.918> at<00:22:03.982> the<00:22:04.062> higher<00:22:04.303> end<00:22:04.527> do<00:22:04.623> a<00:22:04.703> great<00:22:04.944> job<00:22:05.200> of<00:22:05.344> doing.

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And<00:22:06.065> we<00:22:06.226> at<00:22:06.290> Bloomreach<00:22:06.786> don't<00:22:07.411> cover<00:22:07.732> that<00:22:07.924> space<00:22:08.789> because<00:22:09.030> they<00:22:09.110> do<00:22:09.270> a<00:22:09.350> really<00:22:09.591> good<00:22:09.671> job<00:22:10.071> of<00:22:10.152> making<00:22:11.033> sure<00:22:12.155> that<00:22:13.597> they<00:22:14.222> handle<00:22:14.542> that.

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But<00:22:14.815> we're<00:22:15.119> all<00:22:15.279> about<00:22:15.504> the<00:22:15.584> customer<00:22:15.920> experience.

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To<00:22:17.507> get<00:22:17.651> them<00:22:17.747> to<00:22:17.827> buy<00:22:18.164> and<00:22:18.244> then<00:22:18.469> to<00:22:18.725> get<00:22:18.885> them<00:22:19.286> to<00:22:19.366> keep<00:22:19.591> coming<00:22:19.767> back<00:22:20.007> and<00:22:20.152> buy<00:22:20.392> more<00:22:20.456> and<00:22:20.633> more.

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What<00:22:21.771> have<00:22:21.867> you<00:22:21.995> learned<00:22:22.171> about<00:22:22.396> leadership<00:22:23.694> in<00:22:23.774> your<00:22:23.919> time<00:22:24.175> leading<00:22:24.415> this<00:22:24.640> company<00:22:25.441> and<00:22:26.163> maintaining<00:22:26.660> a<00:22:26.804> culture<00:22:27.140> and<00:22:27.221> building<00:22:27.557> a<00:22:27.621> team?

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Well,<00:22:28.968> yeah,<00:22:29.144> I<00:22:29.160> know<00:22:29.224> this<00:22:29.465> is<00:22:29.609> a,<00:22:29.865> this<00:22:30.106> is<00:22:30.202> a<00:22:30.266> rich<00:22:30.523> topic.

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And<00:22:31.468> just<00:22:31.629> to<00:22:31.709> tell<00:22:31.853> you<00:22:31.949> the<00:22:32.029> BloomReach<00:22:32.366> story<00:22:32.671> in<00:22:32.831> a<00:22:32.847> nutshell,<00:22:33.777> you<00:22:33.809> know,<00:22:33.873> I<00:22:33.953> started<00:22:34.338> BloomReach<00:22:34.770> in<00:22:34.899> 2009<00:22:35.876> with,<00:22:36.341> with<00:22:36.437> a<00:22:36.518> co-founder,<00:22:37.143> and<00:22:37.239> we<00:22:37.399> got<00:22:37.560> started<00:22:37.944> with<00:22:38.105> 4<00:22:38.169> or<00:22:38.281> 5<00:22:38.585> people.

00:22:39.323 --> 00:22:41.455
And<00:22:39.403> today<00:22:39.643> we're<00:22:39.707> 1,000<00:22:40.268> people<00:22:41.070> globally.

00:22:42.112 --> 00:22:47.660
And<00:22:42.352> over<00:22:42.529> this<00:22:43.010> period<00:22:43.314> of<00:22:43.410> time,<00:22:44.597> it<00:22:44.629> hasn't<00:22:44.998> been<00:22:45.238> up<00:22:45.334> and<00:22:45.414> to<00:22:45.575> the<00:22:45.655> right<00:22:46.601> perpetually,<00:22:47.499> right?

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Like,<00:22:47.980> if<00:22:48.125> I<00:22:48.205> were<00:22:48.237> to<00:22:48.317> summarize<00:22:48.846> our<00:22:49.007> journey,<00:22:49.824> it's<00:22:49.985> been—<00:22:50.161> it<00:22:50.706> was<00:22:50.851> a<00:22:50.867> rocket<00:22:51.188> ship<00:22:51.428> early,<00:22:52.390> you<00:22:52.487> know,<00:22:52.711> and<00:22:52.791> then<00:22:52.952> we<00:22:53.096> hit<00:22:53.689> a<00:22:53.753> couple<00:22:53.978> of<00:22:54.058> icebergs<00:22:54.635> and<00:22:54.732> it<00:22:54.796> was,<00:22:55.261> you<00:22:55.758> know,<00:22:55.918> a<00:22:55.998> real<00:22:56.175> struggle<00:22:56.640> in<00:22:56.720> the<00:22:56.800> middle.

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And<00:22:57.827> then<00:22:57.987> it's<00:22:58.083> been<00:22:58.228> a<00:22:58.244> rocket<00:22:58.548> ship<00:22:58.741> again<00:22:58.981> in<00:22:59.110> the<00:22:59.142> last<00:22:59.526> kind<00:22:59.687> of<00:22:59.719> 6<00:23:00.008> or<00:23:00.072> 7<00:23:00.392> years.

00:23:01.210 --> 00:23:03.504
And<00:23:01.307> so,<00:23:01.756> you<00:23:01.868> know,<00:23:01.996> to<00:23:02.092> me,<00:23:02.429> that's<00:23:02.718> what<00:23:02.878> leadership<00:23:03.359> is.

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Leadership<00:23:04.001> isn't<00:23:04.177> about<00:23:04.498> leading<00:23:05.444> through<00:23:05.620> the<00:23:05.700> good<00:23:05.861> times,<00:23:06.903> it's<00:23:07.064> about<00:23:07.368> creating<00:23:07.865> the<00:23:07.946> good<00:23:08.106> times<00:23:09.132> by<00:23:09.293> leading<00:23:09.613> through<00:23:09.710> the<00:23:09.790> bad<00:23:10.046> times.

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Uh,<00:23:11.778> and,<00:23:12.099> and<00:23:12.163> that's<00:23:12.420> where,<00:23:12.997> where<00:23:13.222> I<00:23:13.318> think<00:23:13.799> what<00:23:13.943> I<00:23:14.104> have<00:23:14.264> learned<00:23:14.681> is,<00:23:16.124> you<00:23:16.220> know,<00:23:16.926> know<00:23:17.086> why<00:23:17.311> you're<00:23:17.407> doing<00:23:17.648> your—<00:23:17.872> what<00:23:17.968> you're<00:23:18.113> doing.

00:23:19.091 --> 00:23:25.586
Be<00:23:19.251> authentic<00:23:19.652> to<00:23:19.716> yourself<00:23:20.214> and<00:23:20.358> how<00:23:20.518> you<00:23:20.679> lead,<00:23:21.497> and<00:23:21.561> then<00:23:21.737> communicate<00:23:22.860> in<00:23:23.004> a<00:23:23.084> way<00:23:23.261> that<00:23:23.501> represents<00:23:24.046> that<00:23:24.207> authenticity<00:23:24.944> to<00:23:25.169> your<00:23:25.329> team.

00:23:26.372 --> 00:23:28.617
Um,<00:23:27.574> and<00:23:27.671> be<00:23:27.847> in<00:23:27.927> it,<00:23:28.472> right?

00:23:28.713 --> 00:23:38.225
I<00:23:28.729> mean,<00:23:29.114> probably<00:23:29.371> the<00:23:29.451> most<00:23:29.755> important<00:23:30.156> thing<00:23:30.381> I<00:23:30.477> did<00:23:31.600> in,<00:23:32.001> in<00:23:32.081> those<00:23:32.305> Iceberg<00:23:33.027> years<00:23:34.005> was<00:23:35.288> just<00:23:35.448> say<00:23:35.609> to<00:23:36.010> people,<00:23:36.330> look,<00:23:37.133> We're<00:23:37.229> hitting<00:23:37.454> a<00:23:37.470> bunch<00:23:37.631> of<00:23:37.759> icebergs.

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It's<00:23:38.578> not<00:23:38.819> going<00:23:39.125> well.

00:23:40.667 --> 00:23:42.979
I<00:23:40.811> wouldn't<00:23:41.052> fault<00:23:41.373> anybody<00:23:41.695> for<00:23:41.855> walking<00:23:42.192> out<00:23:42.353> the<00:23:42.433> door<00:23:42.674> today.

00:23:43.220 --> 00:23:46.577
But<00:23:43.317> what<00:23:43.461> I<00:23:43.558> can<00:23:43.702> tell<00:23:43.943> you<00:23:44.120> is<00:23:45.164> the<00:23:45.244> destination<00:23:45.951> is<00:23:46.047> still<00:23:46.353> worthy.

00:23:47.397 --> 00:23:49.436
We<00:23:47.509> still<00:23:47.814> have<00:23:47.975> a<00:23:48.039> lot<00:23:48.232> of<00:23:48.296> the<00:23:48.521> assets<00:23:48.874> to<00:23:49.019> get<00:23:49.244> there.

00:23:49.902 --> 00:23:50.336
And<00:23:49.966> I'm<00:23:50.207> here.

00:23:51.814 --> 00:23:55.492
And<00:23:51.910> that<00:23:52.135> certainty<00:23:53.661> helped<00:23:53.902> us<00:23:53.998> get<00:23:54.159> through<00:23:54.384> a<00:23:54.400> lot<00:23:54.576> of<00:23:54.641> those<00:23:54.865> iceberg<00:23:55.267> years.

00:23:56.086 --> 00:24:05.932
Do<00:23:56.311> you<00:23:56.407> feel<00:23:56.552> like<00:23:56.729> the<00:23:57.034> iceberg<00:23:57.516> years<00:23:58.158> are<00:23:58.255> kind<00:23:58.495> of<00:23:58.560> what<00:23:58.801> forge<00:23:59.925> the<00:24:00.021> bonds<00:24:00.664> and<00:24:00.744> relationships<00:24:01.772> and<00:24:02.640> within<00:24:02.914> the<00:24:02.995> team<00:24:03.705> and<00:24:03.802> like<00:24:04.028> this,<00:24:04.205> like,<00:24:04.431> man,<00:24:04.689> look<00:24:04.851> at<00:24:04.931> what<00:24:05.400> we<00:24:05.496> just<00:24:05.738> did.

00:24:05.981 --> 00:24:08.353
Look<00:24:06.126> what<00:24:06.223> we<00:24:06.384> just<00:24:06.610> got<00:24:06.868> through<00:24:07.256> and<00:24:07.352> came<00:24:07.530> out<00:24:07.675> the<00:24:07.740> other<00:24:07.917> side<00:24:08.256> of.

00:24:08.628 --> 00:24:08.805
Yeah.

00:24:09.435 --> 00:24:17.213
Well,<00:24:09.515> I<00:24:09.693> think,<00:24:10.000> you<00:24:10.080> know,<00:24:10.661> the<00:24:10.823> only<00:24:11.049> thing<00:24:11.226> better<00:24:11.468> than<00:24:11.630> reaching<00:24:11.872> the<00:24:11.937> mountaintop<00:24:13.398> is<00:24:14.129> almost<00:24:14.388> reaching<00:24:14.632> the<00:24:14.697> mountaintop,<00:24:15.687> falling,<00:24:16.255> and<00:24:16.337> then<00:24:16.499> reaching<00:24:16.743> a<00:24:16.824> higher<00:24:16.872> mountaintop.

00:24:18.197 --> 00:24:18.343
Yeah.

00:24:18.391 --> 00:24:19.150
So<00:24:18.682> absolutely.

00:24:21.024 --> 00:24:31.023
It<00:24:21.120> is<00:24:21.993> hugely,<00:24:24.012> hugely<00:24:24.997> bonding<00:24:25.885> and<00:24:25.966> also<00:24:27.657> creates<00:24:27.903> a<00:24:27.919> lot<00:24:28.066> of<00:24:28.099> trust<00:24:29.276> and<00:24:29.452> motivation,<00:24:30.799> right?

00:24:31.279 --> 00:24:34.420
And<00:24:31.696> appreciation,<00:24:32.657> gratitude<00:24:34.020> as<00:24:34.164> well.

00:24:34.805 --> 00:24:39.116
So<00:24:34.917> there's<00:24:35.125> a<00:24:35.141> lot<00:24:35.366> of<00:24:35.446> attributes<00:24:35.959> of<00:24:36.087> failure<00:24:36.568> that<00:24:37.449> are<00:24:37.946> deeply<00:24:38.330> underappreciated.

00:24:40.414 --> 00:24:49.051
We<00:24:40.446> celebrate<00:24:40.846> success<00:24:41.247> a<00:24:41.375> lot,<00:24:41.712> but<00:24:41.872> we<00:24:42.433> don't<00:24:42.753> really<00:24:43.074> think<00:24:43.234> about<00:24:43.779> how<00:24:45.157> failure<00:24:45.622> creates<00:24:45.958> success<00:24:47.384> and<00:24:48.362> why<00:24:48.683> it<00:24:48.763> does.

00:24:50.269 --> 00:24:54.099
And<00:24:51.070> yeah,<00:24:51.487> I<00:24:51.631> think<00:24:53.009> those<00:24:53.234> years<00:24:53.474> were<00:24:53.554> really<00:24:53.714> important.

00:24:54.436 --> 00:24:58.530
You<00:24:54.468> know,<00:24:54.676> ultimately<00:24:55.094> to<00:24:55.174> create<00:24:55.479> a<00:24:55.913> scalable,<00:24:56.394> sustainable,<00:24:57.567> world-class<00:24:58.129> business.

00:24:59.509 --> 00:25:05.370
When<00:24:59.654> you<00:24:59.734> went<00:24:59.895> from<00:25:00.055> just<00:25:00.232> like,<00:25:00.553> you<00:25:00.617> know,<00:25:00.730> a<00:25:00.794> few<00:25:01.035> people<00:25:01.597> to<00:25:01.693> now<00:25:02.319> over<00:25:02.544> 1,000,<00:25:03.909> how<00:25:04.021> have<00:25:04.230> you<00:25:04.294> maintained<00:25:04.808> the<00:25:04.969> culture?

00:25:05.515 --> 00:25:10.958
How<00:25:05.611> have<00:25:05.755> you<00:25:05.852> maintained<00:25:06.815> Bloomreach's<00:25:07.522> brand,<00:25:07.923> Bloomreach's<00:25:08.485> experience<00:25:09.465> from<00:25:09.641> an<00:25:09.930> employee<00:25:10.508> standpoint?

00:25:11.793 --> 00:25:24.287
You<00:25:11.825> know,<00:25:11.953> I,<00:25:12.258> I'm<00:25:12.355> a,<00:25:12.612> I'm<00:25:12.820> a<00:25:12.981> deep<00:25:13.463> believer<00:25:13.800> in<00:25:13.944> culture,<00:25:15.004> but<00:25:15.100> I<00:25:15.165> think<00:25:15.405> a<00:25:15.486> lot<00:25:15.711> of<00:25:15.743> people<00:25:16.048> think<00:25:16.273> culture<00:25:16.770> is—<00:25:18.055> a<00:25:18.071> lot<00:25:18.199> of<00:25:18.231> people<00:25:18.938> understand<00:25:20.464> how<00:25:20.544> to<00:25:20.624> talk<00:25:20.946> about<00:25:21.106> culture<00:25:21.427> but<00:25:21.588> don't<00:25:21.813> know<00:25:21.909> how<00:25:22.006> to<00:25:22.472> create<00:25:23.178> and<00:25:23.580> reinforce<00:25:24.078> culture.

00:25:25.106 --> 00:25:32.287
And,<00:25:25.347> uh,<00:25:26.150> to<00:25:26.311> us,<00:25:26.809> what<00:25:26.970> we've<00:25:27.130> done<00:25:27.307> at<00:25:27.371> BloomReach<00:25:27.773> is,<00:25:27.918> first<00:25:28.158> of<00:25:28.239> all,<00:25:28.560> you<00:25:28.592> know,<00:25:28.721> the<00:25:28.817> values<00:25:29.138> and<00:25:29.283> culture<00:25:29.765> was<00:25:29.877> a<00:25:29.942> document<00:25:30.424> I<00:25:30.568> wrote<00:25:31.227> before<00:25:31.468> I<00:25:31.564> even<00:25:31.789> started<00:25:32.094> the<00:25:32.175> company.

00:25:32.351 --> 00:25:44.062
Like,<00:25:33.717> I<00:25:33.781> had<00:25:33.942> started<00:25:34.263> previous<00:25:34.600> companies,<00:25:34.986> I<00:25:35.018> had<00:25:35.163> seen<00:25:35.404> a<00:25:35.484> degradation<00:25:36.062> in<00:25:36.207> culture,<00:25:37.331> so<00:25:37.476> we<00:25:37.637> wrote<00:25:37.958> those<00:25:38.135> principles<00:25:38.841> in<00:25:39.018> before<00:25:39.323> we<00:25:39.420> started<00:25:39.741> the<00:25:39.821> business,<00:25:40.207> and<00:25:40.287> they<00:25:40.384> remain<00:25:40.625> the<00:25:40.721> same<00:25:41.090> principles<00:25:41.572> and<00:25:41.653> the<00:25:41.685> same<00:25:41.990> values<00:25:42.472> today,<00:25:43.259> 15<00:25:43.580> years<00:25:43.821> later.

00:25:44.721 --> 00:25:54.224
And<00:25:44.833> they<00:25:44.946> are<00:25:45.026> so<00:25:45.701> inculcated<00:25:46.392> in<00:25:46.552> every<00:25:46.793> employee<00:25:48.094> that<00:25:48.880> I<00:25:48.960> could<00:25:49.121> walk<00:25:49.362> out<00:25:49.458> the<00:25:49.538> door,<00:25:50.244> you<00:25:50.276> know,<00:25:50.421> tomorrow<00:25:51.368> and<00:25:52.010> people<00:25:52.266> would<00:25:52.411> talk<00:25:52.603> about<00:25:52.812> the<00:25:52.892> culture<00:25:53.213> and<00:25:53.310> what<00:25:53.470> it<00:25:53.534> represents.

00:25:54.353 --> 00:25:56.375
It's<00:25:54.513> not<00:25:54.738> my,<00:25:54.850> it's<00:25:55.396> not<00:25:55.556> my<00:25:55.781> doing<00:25:56.038> anymore.

00:25:56.455 --> 00:25:57.579
It's<00:25:56.584> taken<00:25:56.824> on<00:25:56.921> a<00:25:56.937> life<00:25:57.242> of<00:25:57.338> its<00:25:57.482> own.

00:25:58.541 --> 00:26:00.098
And<00:25:58.606> so<00:25:58.750> it's<00:25:58.846> been<00:25:59.248> at<00:25:59.328> the<00:25:59.408> heart<00:25:59.633> of<00:25:59.729> everything.

00:26:00.756 --> 00:26:02.152
We've<00:26:00.917> reinforced<00:26:01.559> it<00:26:01.639> at<00:26:01.735> every<00:26:01.976> turn.

00:26:03.324 --> 00:26:09.599
Um,<00:26:03.821> we<00:26:03.966> re—<00:26:04.287> and<00:26:04.383> we<00:26:04.704> set<00:26:04.929> a<00:26:04.945> pretty<00:26:05.250> clear<00:26:05.426> mission<00:26:05.747> for<00:26:05.860> the<00:26:05.972> company,<00:26:06.229> which<00:26:06.389> is<00:26:06.469> that<00:26:06.550> this<00:26:06.774> is<00:26:06.806> going<00:26:06.887> to<00:26:06.951> be<00:26:07.031> the<00:26:07.127> single<00:26:07.513> most<00:26:07.753> impactful<00:26:08.219> professional<00:26:08.716> experience<00:26:09.134> of<00:26:09.262> your<00:26:09.422> life.

00:26:10.706 --> 00:26:12.696
And<00:26:10.787> we,<00:26:11.124> we<00:26:11.268> try<00:26:11.445> to<00:26:11.525> live<00:26:11.749> up<00:26:11.846> to<00:26:11.942> that<00:26:12.552> goal.

00:26:12.809 --> 00:26:13.595
We<00:26:12.841> don't<00:26:12.953> always<00:26:13.210> get<00:26:13.370> there.

00:26:14.396 --> 00:26:16.960
And<00:26:14.717> we<00:26:14.813> recognize<00:26:15.310> that<00:26:15.454> culture<00:26:15.758> is<00:26:15.838> always<00:26:16.031> a<00:26:16.159> work<00:26:16.335> in<00:26:16.495> progress.

00:26:17.008 --> 00:26:32.213
So<00:26:17.072> that's<00:26:17.361> a<00:26:17.457> very<00:26:17.697> important<00:26:18.178> part<00:26:18.338> of<00:26:18.418> what<00:26:18.562> we<00:26:18.722> do<00:26:19.235> is<00:26:20.020> we<00:26:20.100> have<00:26:20.325> built<00:26:20.966> a<00:26:21.046> collection<00:26:21.462> of<00:26:21.687> operational<00:26:22.263> processes<00:26:22.904> where<00:26:23.129> every<00:26:23.305> quarter,<00:26:23.705> the<00:26:23.802> same<00:26:24.090> way<00:26:24.330> we<00:26:24.490> manage<00:26:24.827> to<00:26:24.987> revenue<00:26:25.388> targets<00:26:26.654> and<00:26:26.990> product<00:26:27.310> releases<00:26:28.416> and<00:26:28.913> customers,<00:26:30.355> we<00:26:30.499> manage<00:26:30.835> to<00:26:31.060> our<00:26:31.300> culture<00:26:31.556> and<00:26:31.652> our<00:26:31.797> barometer.

00:26:32.277 --> 00:26:37.276
We<00:26:32.534> survey,<00:26:33.062> we<00:26:33.159> collect<00:26:33.415> a<00:26:33.463> lot<00:26:33.639> of<00:26:33.719> data,<00:26:33.944> and<00:26:34.104> it's<00:26:34.424> always<00:26:34.697> getting<00:26:34.921> better<00:26:35.802> and<00:26:35.946> we're<00:26:36.187> always<00:26:36.443> fixing<00:26:36.764> what's<00:26:36.924> broken.

00:26:37.340 --> 00:26:42.275
So<00:26:37.485> we<00:26:37.581> never<00:26:37.885> say,<00:26:38.366> hey,<00:26:38.606> we<00:26:38.750> wrote<00:26:39.007> the<00:26:39.407> principles<00:26:39.888> on<00:26:39.968> the<00:26:40.112> wall<00:26:40.513> 15<00:26:40.833> years<00:26:41.010> ago,<00:26:41.170> let's<00:26:41.570> just<00:26:41.731> talk<00:26:41.971> about<00:26:42.211> it.

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We're<00:26:42.916> always<00:26:44.038> tweaking<00:26:44.455> and<00:26:44.615> tuning<00:26:45.079> and<00:26:45.160> improving<00:26:46.297> and<00:26:46.442> fixing.

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And<00:26:47.884> over<00:26:48.060> the<00:26:48.204> course<00:26:48.445> of<00:26:48.541> the<00:26:48.685> time,<00:26:48.957> if<00:26:49.101> you<00:26:49.262> do,<00:26:49.983> you<00:26:50.047> know,<00:26:50.143> 14<00:26:50.608> years<00:26:50.864> of<00:26:50.944> doing<00:26:51.185> this<00:26:51.345> multiplied<00:26:51.745> by<00:26:51.906> 4<00:26:52.226> quarters,<00:26:53.412> the<00:26:53.492> culture<00:26:53.748> gets<00:26:53.909> pretty<00:26:54.149> good<00:26:55.014> and<00:26:55.335> gets<00:26:55.575> pretty<00:26:55.816> real<00:26:56.633> and<00:26:56.713> gets<00:26:56.953> pretty<00:26:57.835> meaningful.

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And<00:26:58.892> so<00:26:59.036> it's<00:26:59.197> no<00:26:59.341> surprise<00:26:59.838> now,<00:27:00.382> you<00:27:00.462> know,<00:27:00.623> when<00:27:00.719> we<00:27:00.815> survey<00:27:01.200> people,<00:27:02.706> uh,<00:27:03.267> you<00:27:03.299> know,<00:27:03.523> it's<00:27:03.603> got<00:27:03.763> an<00:27:03.844> employee<00:27:04.324> NPS<00:27:04.805> of<00:27:04.949> almost<00:27:05.270> 50,<00:27:06.552> uh,<00:27:07.128> you<00:27:07.209> know,<00:27:07.353> in<00:27:07.433> terms<00:27:07.625> of<00:27:07.689> promotion<00:27:08.394> of<00:27:08.490> the<00:27:08.571> company.

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And<00:27:09.677> through<00:27:09.838> the<00:27:09.918> COVID<00:27:10.239> years<00:27:10.576> when<00:27:11.138> lots<00:27:11.379> of<00:27:11.459> people<00:27:11.684> were<00:27:11.844> resigning,<00:27:13.129> as<00:27:13.289> we<00:27:13.369> were<00:27:13.530> all<00:27:13.691> going<00:27:13.867> remote,<00:27:14.349> BloomReach<00:27:14.750> never<00:27:14.911> experienced<00:27:15.392> any<00:27:15.569> of<00:27:15.697> that<00:27:15.938> because<00:27:16.115> that's<00:27:16.355> how<00:27:16.452> strong<00:27:16.853> that<00:27:17.864> cultural<00:27:18.202> foundation<00:27:18.747> has<00:27:18.924> been.

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Yeah,<00:27:19.967> I<00:27:20.048> can<00:27:20.208> tell<00:27:20.385> you're<00:27:20.529> still<00:27:20.786> super<00:27:21.172> passionate<00:27:21.669> about<00:27:22.038> it,<00:27:22.616> both<00:27:23.098> the<00:27:23.178> company,<00:27:23.660> the<00:27:23.756> industry<00:27:24.206> you're<00:27:24.366> in,<00:27:24.527> all<00:27:24.559> that<00:27:24.703> type<00:27:24.880> of<00:27:24.944> stuff,<00:27:25.265> and<00:27:25.490> having<00:27:25.747> done<00:27:25.843> it<00:27:25.907> for<00:27:26.068> 14<00:27:26.469> years.

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What's<00:27:27.272> the<00:27:27.416> future<00:27:27.673> of<00:27:27.818> BloomReach?

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I<00:27:28.412> mean,<00:27:28.556> how<00:27:28.797> long—<00:27:29.263> I<00:27:29.279> mean,<00:27:30.001> how<00:27:30.162> far<00:27:30.322> do<00:27:30.386> you<00:27:30.467> want<00:27:30.579> to<00:27:30.627> take<00:27:30.804> this<00:27:31.028> thing?

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I<00:27:32.329> think<00:27:32.554> we're<00:27:33.115> scratching<00:27:33.533> the<00:27:33.597> surface.

00:27:34.239 --> 00:27:44.742
I<00:27:34.319> mean,<00:27:34.801> yes,<00:27:35.138> it's<00:27:35.283> been<00:27:36.342> It's<00:27:36.502> been—<00:27:36.823> it's—<00:27:37.865> Bloomreach<00:27:38.426> is<00:27:38.666> exactly<00:27:40.093> where<00:27:40.253> my<00:27:40.414> 14-year-old<00:27:41.167> son<00:27:41.616> is,<00:27:42.513> like,<00:27:42.754> in<00:27:42.898> his<00:27:43.075> life,<00:27:44.662> right?

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He<00:27:44.982> was<00:27:45.142> actually—<00:27:45.543> he<00:27:45.639> was<00:27:45.784> actually<00:27:46.120> born<00:27:47.082> the<00:27:47.162> same<00:27:47.467> month<00:27:47.723> that<00:27:47.868> I<00:27:47.884> started<00:27:48.204> the<00:27:48.284> company,<00:27:49.166> and<00:27:49.310> he's<00:27:49.422> a<00:27:49.567> 14-year-old<00:27:50.208> teenager.

00:27:50.609 --> 00:27:52.709
We<00:27:50.769> all<00:27:50.849> know<00:27:50.993> what<00:27:51.090> 14-year-old<00:27:51.651> teenagers<00:27:52.132> are<00:27:52.212> like,<00:27:52.452> right?

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Yeah,<00:27:53.093> they,<00:27:53.735> they're<00:27:53.831> a<00:27:53.895> lot<00:27:54.055> further<00:27:54.360> along<00:27:54.616> than<00:27:54.777> 4-year-old<00:27:55.257> kids,<00:27:56.604> but<00:27:56.684> they<00:27:56.764> got<00:27:56.844> a<00:27:56.860> long<00:27:57.085> way<00:27:57.181> to<00:27:57.261> go.

00:27:58.127 --> 00:28:00.275
And<00:27:58.223> that's<00:27:58.800> how<00:27:58.944> I<00:27:59.025> feel<00:27:59.185> about<00:27:59.409> Bloomreach,<00:27:59.906> pretty<00:28:00.066> much.

00:28:01.413 --> 00:28:03.785
Uh,<00:28:01.493> CEO,<00:28:02.070> by<00:28:02.166> the<00:28:02.295> way,<00:28:02.391> thank<00:28:02.615> you<00:28:02.647> so<00:28:02.808> much<00:28:03.032> for<00:28:03.112> joining<00:28:03.449> us<00:28:03.609> again.

00:28:03.834 --> 00:28:07.040
I,<00:28:04.058> I<00:28:04.314> highly<00:28:04.619> recommend<00:28:04.956> people,<00:28:05.501> uh,<00:28:05.661> read<00:28:05.837> your<00:28:05.917> book,<00:28:06.222> The<00:28:06.318> Digital<00:28:06.639> Seeker.

00:28:07.184 --> 00:28:11.631
I<00:28:07.280> think<00:28:07.504> your<00:28:07.681> insights<00:28:08.226> and<00:28:08.323> valuable<00:28:09.350> for<00:28:09.447> people<00:28:09.736> who<00:28:09.768> are<00:28:09.848> in<00:28:09.929> the<00:28:10.073> consumer<00:28:10.571> and<00:28:10.651> e-commerce<00:28:11.165> space.

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We<00:28:12.900> end<00:28:13.060> every<00:28:13.221> interview<00:28:13.462> the<00:28:13.526> same<00:28:13.783> way<00:28:14.024> at<00:28:14.120> CEO.com.

00:28:15.052 --> 00:28:22.311
At<00:28:15.132> CEO.com,<00:28:15.694> we<00:28:15.790> believe<00:28:16.658> life<00:28:16.931> is<00:28:18.039> just<00:28:18.344> as<00:28:18.456> much<00:28:18.697> about<00:28:18.986> the<00:28:19.067> chances<00:28:19.548> you<00:28:19.725> give<00:28:20.833> as<00:28:20.930> the<00:28:21.010> chances<00:28:21.395> you<00:28:21.492> take<00:28:21.733> on<00:28:21.829> yourself.

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I<00:28:22.455> wonder<00:28:22.696> if<00:28:22.841> there's<00:28:23.098> someone<00:28:23.499> who<00:28:23.579> stands<00:28:23.965> out<00:28:24.061> to<00:28:24.222> you<00:28:25.169> who<00:28:25.250> has<00:28:25.491> given<00:28:25.892> you<00:28:26.069> a<00:28:26.149> chance<00:28:26.711> that's<00:28:26.872> kind<00:28:27.032> of<00:28:27.257> led<00:28:27.498> to<00:28:28.060> where<00:28:28.237> you<00:28:28.397> are<00:28:28.558> today.

00:28:29.666 --> 00:28:34.741
Well,<00:28:30.084> you<00:28:30.180> know,<00:28:30.308> I'll<00:28:30.646> go<00:28:30.806> back<00:28:31.128> to,<00:28:32.236> you<00:28:32.316> know,<00:28:32.798> kind<00:28:32.910> of<00:28:32.958> my<00:28:33.055> first<00:28:33.456> entrepreneurial<00:28:34.259> endeavor.

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Which<00:28:35.223> was<00:28:36.651> when<00:28:36.747> I<00:28:36.827> was<00:28:36.988> 21<00:28:37.790> years<00:28:38.031> old.

00:28:38.753 --> 00:28:41.273
And<00:28:39.957> I<00:28:40.021> was<00:28:40.182> thinking<00:28:40.326> about<00:28:40.438> going<00:28:40.663> back<00:28:40.840> to<00:28:40.904> school.

00:28:41.867 --> 00:28:47.965
And<00:28:42.701> there<00:28:42.781> was<00:28:42.926> a<00:28:42.990> guy<00:28:43.391> who<00:28:43.472> was<00:28:43.953> my<00:28:44.130> boss's<00:28:44.611> boss's<00:28:45.012> boss,<00:28:46.039> and<00:28:46.360> I<00:28:46.376> was<00:28:46.537> working<00:28:47.099> at<00:28:47.179> a<00:28:47.259> bank<00:28:47.516> in<00:28:47.644> New<00:28:47.724> York.

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And<00:28:48.816> he<00:28:48.864> said,<00:28:49.008> "Hey,<00:28:49.426> I'm<00:28:49.570> thinking<00:28:49.682> about<00:28:49.971> going<00:28:50.212> and<00:28:50.308> starting<00:28:50.629> this<00:28:50.790> company.

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Do<00:28:51.207> you<00:28:51.271> want<00:28:51.512> to<00:28:51.977> come<00:28:52.138> work<00:28:52.298> with<00:28:52.395> me<00:28:52.555> to<00:28:52.619> go<00:28:52.716> make<00:28:52.940> that<00:28:53.101> happen?"<00:28:53.438> And<00:28:53.518> I<00:28:53.582> was<00:28:53.743> like,<00:28:53.983> "I<00:28:54.032> don't<00:28:54.304> know<00:28:54.401> anything<00:28:54.738> about<00:28:54.962> entrepreneurship.

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I<00:28:55.781> don't<00:28:56.006> know<00:28:56.070> anything<00:28:56.310> about<00:28:57.113> anything,<00:28:57.546> frankly.

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So<00:28:58.830> I'm<00:28:58.975> probably<00:28:59.440> going<00:28:59.520> to<00:28:59.681> go<00:28:59.777> back<00:29:00.050> to<00:29:00.098> school,<00:29:00.515> but<00:29:00.724> sure,<00:29:00.788> I'll<00:29:00.868> spend<00:29:00.949> the<00:29:00.981> summer<00:29:01.045> with<00:29:01.093> you."<00:29:01.606> and,<00:29:01.927> um,<00:29:02.666> and,<00:29:02.906> and<00:29:03.051> work<00:29:03.291> with<00:29:03.388> you.

00:29:03.693 --> 00:29:12.181
And<00:29:04.190> at<00:29:04.270> the<00:29:04.415> end<00:29:04.511> of<00:29:04.591> the<00:29:04.671> summer,<00:29:05.458> I<00:29:05.474> loved<00:29:05.714> it<00:29:05.811> so<00:29:06.019> much,<00:29:06.501> and<00:29:06.661> he<00:29:06.838> trusted<00:29:07.303> me<00:29:07.415> so<00:29:07.496> much,<00:29:08.507> you<00:29:08.603> know,<00:29:09.245> at<00:29:09.325> the<00:29:09.405> time,<00:29:10.031> a<00:29:10.111> kid<00:29:10.304> who<00:29:10.448> was<00:29:10.625> 20,<00:29:10.914> 25<00:29:11.395> years<00:29:11.572> younger<00:29:11.812> than<00:29:11.973> him.

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And<00:29:12.759> he<00:29:12.791> said,<00:29:13.016> look,<00:29:13.241> I<00:29:13.321> trust<00:29:13.642> you<00:29:13.738> enough,<00:29:14.075> like,<00:29:14.284> we're<00:29:14.364> gonna<00:29:14.524> go<00:29:14.637> start<00:29:14.861> this<00:29:15.022> business<00:29:15.343> in<00:29:15.487> Europe,<00:29:16.450> and<00:29:16.530> I<00:29:16.626> live<00:29:16.803> in<00:29:16.899> New<00:29:17.012> York,<00:29:17.846> so,<00:29:18.632> and<00:29:18.713> I<00:29:18.793> can't<00:29:19.098> move,<00:29:20.221> why<00:29:20.301> don't<00:29:20.462> you<00:29:20.558> go<00:29:20.718> do<00:29:20.879> it,<00:29:21.665> and,<00:29:22.002> and<00:29:22.147> I'll<00:29:22.243> back<00:29:22.548> you,<00:29:22.708> and<00:29:22.772> I'll<00:29:22.885> make<00:29:23.061> it<00:29:23.190> happen.

00:29:24.554 --> 00:29:28.357
And<00:29:24.794> I<00:29:24.875> had<00:29:25.051> no<00:29:25.212> experience,<00:29:25.837> I<00:29:25.918> had<00:29:26.030> no—<00:29:26.640> there<00:29:26.720> was<00:29:26.816> no<00:29:26.961> reason<00:29:27.217> for<00:29:27.282> him<00:29:27.442> to<00:29:27.538> trust<00:29:27.843> me<00:29:27.939> to<00:29:28.004> do<00:29:28.180> that.

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But<00:29:29.708> he<00:29:29.805> did.

00:29:30.305 --> 00:29:35.279
And<00:29:30.370> I<00:29:30.402> moved<00:29:30.628> to<00:29:30.774> Europe<00:29:31.581> at<00:29:31.662> 21,<00:29:32.098> having<00:29:32.259> never<00:29:32.486> been<00:29:32.631> there<00:29:32.792> before,<00:29:33.697> and<00:29:33.761> started<00:29:34.020> my<00:29:34.165> first<00:29:34.424> business<00:29:34.973> with<00:29:35.134> him.

00:29:36.426 --> 00:29:37.670
And<00:29:36.491> he<00:29:36.588> backed<00:29:36.830> me<00:29:36.927> through<00:29:37.088> that<00:29:37.314> journey.

00:29:38.219 --> 00:29:39.256
And<00:29:38.364> I<00:29:38.413> just<00:29:38.510> learned<00:29:38.704> so<00:29:38.931> much.

00:29:39.434 --> 00:29:42.856
And<00:29:39.661> most—<00:29:39.904> more<00:29:40.018> important<00:29:40.326> than<00:29:40.391> anything<00:29:40.715> else,<00:29:41.056> gave<00:29:41.202> me<00:29:41.299> the<00:29:41.380> confidence<00:29:41.786> to<00:29:41.932> keep<00:29:42.094> doing<00:29:42.272> it<00:29:42.370> over<00:29:42.581> and<00:29:42.678> over.

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That's<00:29:43.651> incredible.

00:29:44.203 --> 00:29:45.760
Raj,<00:29:44.462> thank<00:29:44.641> you<00:29:44.722> so<00:29:44.884> much<00:29:45.095> for<00:29:45.192> joining<00:29:45.581> us.

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Really,<00:29:47.163> I'm<00:29:47.389> so<00:29:47.535> impressed<00:29:47.875> with<00:29:48.037> everything<00:29:48.426> you've<00:29:48.588> built.

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Congratulations<00:29:49.737> on<00:29:49.818> everything.

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And<00:29:51.340> let's<00:29:51.518> keep<00:29:51.680> in<00:29:51.761> touch.

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Sounds<00:29:52.813> great,<00:29:53.040> Clint.