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# Coastal CEO Eric Berridge
- URL: https://www.ceo.com/episodes/coastal-ceo-eric-berridge/
- Published: 2024-05-02T15:55:26.000Z
- Updated: 2026-08-30T01:26:04.000Z
- Description: Coastal's CEO on customer obsession, the Hemingway sentence he read 10 times, and why he refuses to order anyone back to the office.
- Author: Clint Betts

# He can teach a history major Salesforce in two weeks

In December 2025, Tata Consultancy Services [agreed to buy Coastal](https://www.tcs.com/who-we-are/newsroom/press-release/tcs-acquires-coastal-cloud-a-leading-us-salesforce-consulting-firm?ref=ceo.com), a Salesforce consultancy in Palm Coast, Florida, for $700 million in cash. The sellers were [Sverica Capital and Salesforce Ventures](https://in.marketscreener.com/news/tata-consultancy-services-limited-signed-a-definitive-agreement-to-acquire-coastal-cloud-llc-from-sv-ce7d50dadc8cf421?ref=ceo.com). The deal [closed on January 14, 2026](https://coastalcloud.us/resources/coastal-joins-tata-consultancy-services-tcs-to-accelerate-salesforce-led-transformation-at-global-scale/?ref=ceo.com). Coastal continues to operate under its own brand, with Berridge as CEO. TCS, which employs more than 590,000 people, said the acquisition made it [a top five Salesforce consultancy](https://www.tcs.com/who-we-are/newsroom/press-release/tcs-acquires-coastal-cloud-a-leading-us-salesforce-consulting-firm?ref=ceo.com) worldwide.

Eric Berridge is Coastal's CEO. He [co-founded Bluewolf in 2001](https://diginomica.com/dreamforce-2023-ex-bluewolf-founding-ceo-eric-berridge-takes-helm-coastal-cloud?ref=ceo.com), one of the first consultancies built entirely around Salesforce, and ran it for almost 19 years. [IBM acquired it in 2016](https://coastalcloud.us/resources/23-year-salesforce-consulting-veteran-and-coastal-cloud-board-member-eric-berridge-appointed-to-ceo/?ref=ceo.com). He then spent two years at Salesforce as Chief Commercial Officer for Professional Services, [joined Coastal's board in 2020](https://diginomica.com/dreamforce-2023-ex-bluewolf-founding-ceo-eric-berridge-takes-helm-coastal-cloud?ref=ceo.com), and became CEO in [September 2023](https://coastalcloud.us/resources/23-year-salesforce-consulting-veteran-and-coastal-cloud-board-member-eric-berridge-appointed-to-ceo/?ref=ceo.com). He is the author of [Customer Obsessed](https://www.wiley.com/en-us/Customer+Obsessed:+A+Whole+Company+Approach+to+Delivering+Exceptional+Customer+Experiences-p-9781119326038?ref=ceo.com) and hosts a [podcast](https://customerobsessed.net/about?ref=ceo.com) by the same name.

Tim and Sara Hale, two Accenture alumni, founded Coastal in 2012\. Its early work was for the state of Florida: emergency management, contact tracing, vaccine distribution. When Berridge spoke with the CEO.com Podcast, the company had more than 600 employees, worked across eight industries, and had just dropped "Cloud" from its name.

"Our brand actually was stuck behind what we'd actually become," he said. "Dropping the cloud from our name made the statement that the cloud is how people operate today; it's not something that we have to declare."

Asked what customer obsession means, Berridge said it "probably means that you're really annoying."

"I'm the type of consumer that I hate when someone hands me a receipt. I don't need a receipt. You know what I just bought. I want that transaction to flow seamlessly," he said. "If you're customer obsessed, you are looking for every single nook and cranny in your customer journey, and you're doing everything within your power to iron it out, to shorten the cycle, to make that process seamless."

He does not think that means giving clients what they ask for.

"It's our responsibility to lead the horse to water," he said. "That sometimes flies in the face of expectations that clients have at the outset, so we spend a lot of time helping our teams to have tougher conversations with clients to get them to see the light."

A typical engagement, he said, involves a couple dozen people from sales, IT, and legal, none of them aligned. Building that alignment is the job.

He cited Apple, Zappos, and Salesforce, which he said measures customer attrition daily. He also cited the local bookstore. When Apple opened its first retail stores, Dell was selling made-to-order computers online, and Apple's stock fell about 10 percent on the announcement.

"Apple knew that you have to have a multichannel approach to a customer," he said. "Meet the customer where they want to meet you, and think about a multichannel approach, and that will lead you to probably come to the conclusion that brick and mortar isn't dead."

Berridge gave a [TED talk](https://www.ted.com/talks/eric%5Fberridge%5Fwhy%5Ftech%5Fneeds%5Fthe%5Fhumanities?ref=ceo.com) on why tech companies should hire beyond STEM graduates. At Bluewolf, [fewer than 10 percent of employees](https://www.ted.com/speakers/eric%5Fberridge?ref=ceo.com) had engineering or computer science degrees. He reads Fitzgerald, Hawthorne, and Hemingway. In high school, an English teacher made his class read one Hemingway sentence 10 times.

"The sentence was, 'Nick looked at the fish. Period,'" he said. "He was just trying to show us that Hemingway used brevity. He economized words to get messages across. That's incredibly relevant to business today because this whole thing is a communication exercise."

He is not worried about AI displacing workers. He expects it to shorten cycles and push people toward harder problems, and he expects authenticity to become the thing people pay for. His son, a computer science major, uses ChatGPT for homework. His daughter, a liberal arts major, does not.

"She said, 'It takes me more time to rewrite what AI does for me than it does for me just to do it myself,'" he said. "She's a writer. Her true self is to be authentic through her words."

On hiring, he made the case directly. "In 1972, if you had given a Cobol programmer an iPhone, they would've been lost. But we bring someone into Coastal today who's a history major; we can teach him Salesforce in about two weeks."

Coastal has no traditional office and no return-to-office mandate. Berridge said he had eight Zoom meetings the day of the interview and no unplanned conversations.

"In this generation, the mandate of anything never works," he said. "There's an opportunity for organizations to build physical environments that people want to go to, specifically to collaborate. I haven't seen it really happen anywhere yet."

Without an office, he said, values have to be stated and restated. Coastal's values are respect, innovation, collaboration, and fun. The company ties one to a customer story each month and holds an annual all-hands. The week before the interview, he told the company about the Masters and about South Carolina beating Iowa in the NCAA women's final. South Carolina's bench scored 41 points. Iowa scored zero.

"When you're running a program with a client, make sure the whole team's involved and pass the ball," he said.

Every CEO.com Podcast conversation ends with the same question: who gave you a chance?

Berridge named Marc Benioff. Berridge was "this little peon at Oracle right out of college," driving an old Acura Integra. Benioff worked several levels above him and took him to lunch one day, in a nicer car. Years later, Berridge ran into him in New York. Benioff was starting Salesforce, which then had about 50 employees, and told him to build a consulting firm around it.

"As you move on in your career, you realize that the people that helped you, you need to become that person," Berridge said.

```chapters
00:00:00 Introduction and Eric's Background
00:01:30 Discussing Coastal's Rebrand
00:04:06 Excellence in Salesforce Consultancy
00:05:21 Defining Customer Obsession
00:07:47 Examples of Customer-Obsessed Brands
00:10:27 CEO's Role and Time Management
00:13:02 Personal Reading Habits and Recommendations
00:16:24 Impact of AI on Business and Society
00:19:20 AI as a Tool for Employee Enhancement
00:22:03 Importance of Arts and Humanities in Technology
00:25:01 Managing Remote Work and Collaboration
00:26:48 Defining and Managing Company Culture
00:31:08 Customer Obsessed Podcast Promotion
00:33:00 Reflecting on Career Influences and Opportunities
```

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Uh,<00:03:41.071> it's<00:03:41.296> not<00:03:41.488> something<00:03:41.874> that<00:03:42.355> we<00:03:42.500> have<00:03:42.676> to<00:03:42.773> declare.

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Uh,<00:03:44.442> and<00:03:44.587> we're<00:03:44.747> coastal<00:03:45.791> and<00:03:45.967> we're<00:03:46.433> coast<00:03:46.754> to<00:03:46.834> coast<00:03:48.360> and<00:03:48.857> we're<00:03:49.098> the<00:03:49.178> top<00:03:49.965> provider<00:03:50.447> of<00:03:50.800> services<00:03:51.731> in<00:03:51.811> the<00:03:51.843> Salesforce<00:03:52.373> ecosystem<00:03:52.935> in<00:03:53.031> North<00:03:53.208> America.

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Uh,<00:03:54.717> it<00:03:54.814> was<00:03:54.958> really<00:03:55.135> fun<00:03:55.343> process.

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Yeah,<00:03:56.804> that's<00:03:57.045> incredible.

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And<00:03:57.607> well<00:03:57.832> done<00:03:58.089> again.

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I,<00:03:58.634> I,<00:03:58.891> I<00:03:58.972> think<00:03:59.148> it<00:03:59.212> looks<00:03:59.453> beautiful<00:03:59.935> and,<00:04:00.176> and<00:04:00.320> the<00:04:00.352> site<00:04:00.641> looks<00:04:00.818> great<00:04:01.059> as<00:04:01.203> well.

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Um,<00:04:03.146> tell<00:04:03.306> us<00:04:03.451> about<00:04:04.013> what<00:04:04.205> it<00:04:04.302> means<00:04:04.671> to<00:04:04.751> be<00:04:04.912> the<00:04:05.056> top<00:04:05.409> Salesforce<00:04:06.260> provider<00:04:06.983> in<00:04:07.079> North<00:04:07.256> America.

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It's<00:04:09.951> really<00:04:10.208> all<00:04:10.352> about<00:04:10.914> what<00:04:11.315> your<00:04:11.491> customers<00:04:12.550> say<00:04:12.855> about<00:04:13.175> you.

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And,<00:04:15.598> you<00:04:15.678> know,<00:04:15.886> if<00:04:15.967> you<00:04:16.207> go<00:04:16.384> on<00:04:16.720> Salesforce's<00:04:17.651> AppExchange<00:04:18.549> or<00:04:18.694> you<00:04:18.854> go<00:04:19.111> on<00:04:19.271> to<00:04:20.458> independent<00:04:20.971> third-party<00:04:21.517> research<00:04:21.854> sites<00:04:22.543> like<00:04:23.121> G2,<00:04:25.046> they<00:04:25.286> consistently<00:04:26.072> rank<00:04:26.329> us<00:04:26.490> number<00:04:26.810> one<00:04:27.195> and<00:04:27.276> they<00:04:27.452> rank<00:04:27.628> us<00:04:27.773> number<00:04:28.013> one<00:04:28.254> based<00:04:28.639> on<00:04:29.537> the<00:04:29.634> satisfaction<00:04:30.580> that<00:04:30.724> they<00:04:30.885> have<00:04:31.125> around<00:04:31.398> our<00:04:31.543> services,<00:04:33.211> around<00:04:33.868> the<00:04:33.949> number<00:04:34.494> of<00:04:35.072> certified<00:04:36.195> consultants<00:04:36.837> that<00:04:36.998> we<00:04:37.142> have<00:04:37.800> in<00:04:37.896> the<00:04:37.961> marketplace<00:04:38.667> in<00:04:38.747> North<00:04:38.940> America,<00:04:40.352> as<00:04:40.673> well<00:04:40.850> as<00:04:41.074> the<00:04:41.251> various<00:04:41.572> skill<00:04:41.829> sets<00:04:42.358> that<00:04:42.519> we<00:04:42.615> bring<00:04:42.776> to<00:04:42.856> the<00:04:43.000> table.

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As,<00:04:43.739> as<00:04:43.883> you<00:04:43.979> know,<00:04:44.156> Salesforce<00:04:44.782> is<00:04:44.926> not<00:04:45.103> just<00:04:45.328> one<00:04:45.488> product,<00:04:45.986> it's<00:04:46.146> a<00:04:47.270> portfolio<00:04:47.912> of<00:04:48.136> products,<00:04:48.538> it's<00:04:48.634> actually<00:04:48.939> hundreds<00:04:49.292> of<00:04:49.436> products.

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So<00:04:51.025> to<00:04:51.122> maintain<00:04:51.699> skills<00:04:52.325> across<00:04:52.871> that<00:04:53.128> portfolio<00:04:54.653> in<00:04:54.733> a<00:04:54.813> broad<00:04:55.054> enough<00:04:55.359> way<00:04:55.696> to<00:04:55.840> serve<00:04:56.643> an<00:04:56.803> enterprise<00:04:57.221> client<00:04:58.424> requires<00:04:58.922> us<00:04:59.131> to<00:04:59.227> have<00:04:59.949> those<00:05:00.061> skills<00:05:00.415> on<00:05:00.527> staff<00:05:01.297> and<00:05:01.795> we're<00:05:02.116> 100%<00:05:02.822> onshore.

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All<00:05:04.347> of<00:05:04.588> our<00:05:04.748> folks<00:05:05.005> are<00:05:05.070> certified.

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We're<00:05:06.755> a<00:05:06.852> W-2-based<00:05:07.655> organization,<00:05:08.377> so<00:05:08.763> we<00:05:08.843> use<00:05:09.180> very<00:05:09.662> few<00:05:09.887> contractors.

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And,<00:05:11.813> you<00:05:11.894> know,<00:05:12.054> those<00:05:12.311> things<00:05:12.552> put<00:05:12.712> together<00:05:13.194> with<00:05:13.435> really<00:05:13.997> what<00:05:14.222> customers<00:05:14.575> say<00:05:14.896> about<00:05:15.265> us<00:05:16.389> on<00:05:16.486> these<00:05:16.646> sites<00:05:17.353> and<00:05:17.529> in<00:05:17.610> the<00:05:17.690> marketplace<00:05:18.413> is<00:05:18.573> what<00:05:19.296> puts<00:05:19.472> us<00:05:19.617> in<00:05:19.713> that<00:05:19.858> number<00:05:20.082> one<00:05:20.259> position.

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And<00:05:22.170> you've<00:05:22.346> written<00:05:22.523> a<00:05:22.587> book<00:05:22.908> called<00:05:23.149> Customer<00:05:23.615> Obsessed,<00:05:24.129> and<00:05:24.193> you<00:05:24.273> also<00:05:24.418> have<00:05:24.530> a<00:05:24.659> podcast<00:05:25.461> of<00:05:25.558> the<00:05:25.638> same<00:05:25.943> name,<00:05:26.136> if<00:05:26.216> I'm<00:05:26.425> not<00:05:26.521> mistaken.

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And<00:05:29.897> What<00:05:30.043> does<00:05:30.140> it<00:05:30.189> mean<00:05:30.383> to<00:05:30.464> be<00:05:30.545> customer<00:05:31.258> obsessed?

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Because<00:05:31.825> obviously<00:05:32.165> that's<00:05:32.392> been<00:05:32.505> successful,<00:05:33.121> and<00:05:33.218> whatever<00:05:33.461> strategy<00:05:33.866> you're<00:05:34.093> using<00:05:34.368> has<00:05:34.514> been<00:05:34.660> successful,<00:05:35.162> being<00:05:35.632> ranked<00:05:35.875> number<00:05:36.118> 1<00:05:36.280> in<00:05:36.377> all<00:05:36.523> these<00:05:36.782> different<00:05:37.025> categories.

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What<00:05:38.366> does<00:05:38.481> it<00:05:38.514> mean<00:05:38.663> to<00:05:38.729> be<00:05:38.812> customer<00:05:39.159> obsessed?

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Uh,<00:05:41.638> it<00:05:41.785> probably<00:05:42.047> means<00:05:42.539> that<00:05:42.784> you're<00:05:43.013> really<00:05:43.357> annoying.

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And<00:05:46.177> what<00:05:46.226> do<00:05:46.354> I<00:05:46.370> mean<00:05:46.595> by<00:05:46.836> that?

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Like,<00:05:48.524> we<00:05:48.669> all<00:05:48.765> live<00:05:48.990> our<00:05:49.087> lives<00:05:49.714> as<00:05:49.874> consumers,<00:05:50.919> and<00:05:52.205> I'm<00:05:52.382> probably<00:05:52.864> the<00:05:52.944> most<00:05:53.185> annoying<00:05:53.587> consumer<00:05:54.069> there<00:05:54.294> is.

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Because<00:05:56.690> if<00:05:56.802> a<00:05:56.947> brand<00:05:58.695> shows<00:05:59.129> me<00:05:59.193> something<00:05:59.674> or<00:05:59.915> takes<00:06:00.187> me<00:06:00.316> through<00:06:00.476> a<00:06:00.620> process<00:06:01.840> that<00:06:02.385> isn't<00:06:03.107> incredibly<00:06:03.669> intuitive<00:06:05.353> and<00:06:05.449> that<00:06:06.235> doesn't<00:06:06.733> immediately<00:06:07.455> get<00:06:07.679> me<00:06:07.840> engaged<00:06:08.273> or<00:06:08.401> interested,<00:06:09.765> I'm<00:06:09.941> pointing<00:06:10.262> it<00:06:10.407> out,<00:06:11.465> right?

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Like<00:06:11.882> I'm<00:06:12.027> the<00:06:12.107> type<00:06:12.412> of<00:06:12.508> consumer<00:06:13.070> that<00:06:14.096> I<00:06:14.177> hate<00:06:14.433> it<00:06:14.497> when<00:06:14.594> someone<00:06:14.898> hands<00:06:15.171> me<00:06:15.300> a<00:06:15.316> receipt.

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I,<00:06:16.503> I<00:06:16.551> don't<00:06:16.679> need<00:06:16.775> a<00:06:16.840> receipt.

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Yeah.

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You<00:06:18.107> know<00:06:18.348> who<00:06:18.749> I<00:06:19.005> am.

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You<00:06:20.048> know<00:06:20.193> what<00:06:20.289> I<00:06:20.369> just<00:06:20.610> bought.

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I<00:06:21.412> want<00:06:21.636> that<00:06:21.732> transaction<00:06:22.293> to<00:06:22.373> flow<00:06:22.549> seamlessly,<00:06:23.495> right?

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So<00:06:24.456> if<00:06:24.617> you're<00:06:24.921> customer<00:06:25.482> obsessed,<00:06:27.245> you<00:06:27.645> are<00:06:27.966> looking<00:06:28.286> for<00:06:28.623> every<00:06:28.879> single<00:06:29.488> nook<00:06:29.744> and<00:06:29.889> cranny<00:06:30.385> in<00:06:30.530> your<00:06:30.690> customer<00:06:31.187> journey<00:06:31.651> and<00:06:31.748> you're<00:06:31.908> doing<00:06:32.373> everything<00:06:32.789> within<00:06:33.110> your<00:06:33.270> power<00:06:34.311> to<00:06:34.536> iron<00:06:34.776> it<00:06:34.936> out,<00:06:35.417> to<00:06:35.577> shorten<00:06:36.074> the<00:06:36.154> cycle,<00:06:37.340> to<00:06:37.436> make<00:06:37.661> that<00:06:37.837> process<00:06:38.254> seamless.

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You<00:06:40.160> know,<00:06:40.305> and,<00:06:40.545> and<00:06:40.721> if<00:06:40.866> you<00:06:40.946> go<00:06:41.042> back<00:06:41.266> to<00:06:41.298> the<00:06:41.362> beginning<00:06:41.667> of<00:06:41.763> the<00:06:41.907> internet<00:06:42.404> and<00:06:42.548> you<00:06:42.708> look<00:06:42.885> at<00:06:43.061> something<00:06:43.510> like<00:06:44.006> when,<00:06:44.231> when<00:06:44.391> Amazon<00:06:44.952> first<00:06:45.208> came<00:06:45.433> out<00:06:45.673> with<00:06:46.250> one-click<00:06:46.731> ordering,<00:06:48.158> That<00:06:48.254> was<00:06:48.334> like<00:06:48.478> a<00:06:48.494> seminal<00:06:49.056> moment.

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Yeah,<00:06:50.259> for<00:06:50.403> sure.

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It<00:06:51.526> used<00:06:51.799> to<00:06:51.847> take<00:06:52.088> you<00:06:52.184> 20<00:06:52.489> minutes<00:06:52.809> to<00:06:52.890> buy<00:06:53.002> something<00:06:53.371> online.

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Now<00:06:53.868> it<00:06:53.948> took<00:06:54.173> you<00:06:54.333> 8<00:06:54.430> seconds,<00:06:56.098> right?

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So<00:06:57.317> being<00:06:57.541> customer<00:06:57.942> obsessed<00:06:58.440> is<00:06:58.584> just<00:06:58.921> looking<00:06:59.306> for<00:06:59.707> opportunities<00:07:01.070> to<00:07:01.151> improve<00:07:01.632> customer<00:07:02.033> experience<00:07:03.653> at<00:07:04.118> every<00:07:04.375> single<00:07:04.728> step<00:07:05.033> of<00:07:05.097> the<00:07:05.177> way.

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And,<00:07:06.524> and<00:07:06.781> it<00:07:06.861> can<00:07:07.006> be<00:07:07.086> annoying,<00:07:07.968> right?

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Like<00:07:08.385> we<00:07:08.930> consumers<00:07:09.749> and<00:07:09.989> buyers<00:07:10.615> and<00:07:10.775> brands,<00:07:11.417> like<00:07:12.556> they<00:07:12.780> tend<00:07:13.101> to<00:07:13.197> accept<00:07:13.775> mediocrity.

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But<00:07:15.763> the<00:07:15.988> best<00:07:16.324> brands,<00:07:17.126> the<00:07:17.286> best<00:07:17.590> experiences<00:07:18.728> come<00:07:18.969> from<00:07:19.145> organizations<00:07:19.850> that<00:07:20.027> don't<00:07:20.411> accept<00:07:20.812> mediocrity.

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They<00:07:22.158> come<00:07:22.335> from<00:07:22.495> organizations<00:07:23.136> where<00:07:23.361> there<00:07:23.537> tends<00:07:23.857> to<00:07:23.938> be<00:07:24.098> a<00:07:24.258> leader<00:07:24.659> that<00:07:24.899> is<00:07:25.540> obsessed<00:07:26.486> with<00:07:27.865> defining<00:07:28.361> the<00:07:28.425> value<00:07:28.906> that<00:07:29.067> their<00:07:29.227> customer<00:07:29.612> is<00:07:29.852> getting,<00:07:30.269> is<00:07:30.349> obsessed<00:07:30.990> with<00:07:31.150> the<00:07:31.327> packaging,<00:07:32.096> is<00:07:32.272> obsessed<00:07:32.978> with<00:07:33.154> the<00:07:33.939> colors<00:07:34.596> in<00:07:34.741> their<00:07:35.622> logo.

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Like,<00:07:37.145> you<00:07:37.177> know,<00:07:37.305> it's,<00:07:37.465> it's<00:07:37.642> a<00:07:37.722> full<00:07:38.042> package.

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But<00:07:38.764> being<00:07:39.004> customer<00:07:39.341> obsessed<00:07:39.902> is<00:07:40.110> all<00:07:40.190> about<00:07:40.511> being<00:07:40.831> incredibly<00:07:41.809> obsessed<00:07:42.274> about<00:07:42.595> how<00:07:43.332> organizations<00:07:44.937> experience<00:07:45.563> your<00:07:45.660> brand.

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Who<00:07:47.185> do<00:07:47.249> you<00:07:47.409> think<00:07:47.586> does<00:07:47.891> that<00:07:48.051> really<00:07:48.308> well?

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Like,<00:07:48.950> what<00:07:49.271> brands<00:07:49.657> stick<00:07:49.978> out<00:07:50.154> to<00:07:50.299> you<00:07:50.459> as<00:07:50.555> like<00:07:50.732> an<00:07:50.796> example<00:07:51.422> of<00:07:51.519> like,<00:07:51.920> hey,<00:07:52.225> these—<00:07:52.803> they'd<00:07:53.044> make<00:07:53.284> this<00:07:53.461> experience<00:07:54.151> awesome,<00:07:55.275> uh,<00:07:55.516> they're<00:07:55.772> obsessed<00:07:56.174> with<00:07:56.318> their<00:07:56.479> customer<00:07:57.201> and<00:07:57.297> they<00:07:57.458> care<00:07:57.618> about<00:07:57.859> everything<00:07:58.244> they<00:07:58.341> put<00:07:58.565> out?

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Are<00:07:58.838> there<00:07:59.047> any,<00:07:59.448> uh,<00:07:59.689> brands<00:08:00.026> that<00:08:00.106> kind<00:08:00.347> of<00:08:00.427> immediately<00:08:00.925> stick<00:08:01.214> out<00:08:01.391> in<00:08:01.455> your<00:08:01.551> mind?

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I<00:08:02.996> mean,<00:08:03.140> they're<00:08:03.301> the<00:08:03.461> obvious<00:08:03.798> ones<00:08:04.023> like<00:08:04.184> Apple.

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I<00:08:04.778> mean,<00:08:04.922> they<00:08:04.986> invented<00:08:05.468> this<00:08:05.644> whole<00:08:05.805> concept,<00:08:06.511> right?

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Like,<00:08:06.928> sure,<00:08:08.052> you<00:08:08.148> know,<00:08:08.309> Steve<00:08:08.678> Jobs,<00:08:09.095> may<00:08:09.240> he<00:08:09.320> rest<00:08:09.593> in<00:08:09.722> peace,<00:08:10.781> would<00:08:11.166> look<00:08:11.407> at<00:08:11.889> everything<00:08:12.370> through<00:08:12.547> the<00:08:12.627> customer<00:08:13.044> lens.

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And<00:08:14.216> then<00:08:14.312> you<00:08:14.376> have<00:08:14.537> organizations<00:08:15.194> like<00:08:16.477> Zappos<00:08:17.199> early<00:08:17.584> on<00:08:17.841> defined<00:08:18.241> themselves<00:08:18.739> around<00:08:19.027> the<00:08:19.124> customer.

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I<00:08:20.808> think<00:08:20.952> Salesforce<00:08:21.449> does<00:08:21.610> a<00:08:21.690> great<00:08:21.930> job.

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You<00:08:23.454> know,<00:08:23.550> they<00:08:24.561> are,<00:08:26.385> you<00:08:26.405> know,<00:08:26.645> one<00:08:26.758> of<00:08:26.822> the<00:08:26.982> biggest<00:08:27.303> metrics<00:08:27.688> that<00:08:27.784> Salesforce<00:08:28.265> looks<00:08:28.506> at<00:08:28.586> internally,<00:08:29.613> and<00:08:29.709> I<00:08:29.805> spent<00:08:30.190> 2<00:08:30.495> years<00:08:30.896> inside<00:08:31.297> of<00:08:31.329> Salesforce,<00:08:32.034> I've<00:08:32.179> been<00:08:32.275> in<00:08:32.355> the<00:08:32.515> ecosystem<00:08:33.141> for<00:08:33.301> over<00:08:33.494> 20,<00:08:35.066> is<00:08:35.466> their<00:08:35.803> attrition.

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Like<00:08:36.766> it's<00:08:36.926> a<00:08:36.942> metric<00:08:37.648> that<00:08:38.049> matters<00:08:38.514> to<00:08:38.674> them<00:08:39.011> and<00:08:39.155> they<00:08:39.187> measure<00:08:39.813> it<00:08:40.037> daily.

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Like,<00:08:40.759> are<00:08:40.919> we<00:08:41.080> losing<00:08:41.336> customers?

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Why<00:08:42.058> are<00:08:42.235> we<00:08:42.459> losing<00:08:42.700> customers?

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And<00:08:44.254> they<00:08:44.415> tend<00:08:44.656> to<00:08:44.736> back<00:08:44.994> up<00:08:45.138> the<00:08:45.219> truck<00:08:45.524> with<00:08:45.685> resources<00:08:46.908> to<00:08:47.004> make<00:08:47.149> sure<00:08:47.487> that<00:08:47.615> customers<00:08:48.034> stay<00:08:48.339> on<00:08:48.420> their<00:08:48.516> platform.

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And<00:08:49.562> this<00:08:49.738> is<00:08:49.883> a<00:08:50.028> highly<00:08:50.510> complex<00:08:50.993> platform<00:08:51.652> that<00:08:52.280> can<00:08:52.617> be<00:08:52.778> difficult<00:08:53.180> to<00:08:53.406> use<00:08:53.669> because<00:08:53.966> it's<00:08:54.163> so<00:08:54.394> powerful.

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So<00:08:55.810> I<00:08:55.892> think<00:08:56.123> they're<00:08:56.304> a<00:08:56.386> great<00:08:56.617> example.

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You<00:08:58.883> know,<00:08:59.206> the<00:08:59.351> local<00:08:59.690> bookstore<00:09:00.078> is<00:09:00.110> a<00:09:00.175> great<00:09:00.401> example.

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Like,<00:09:01.531> what<00:09:01.870> experience<00:09:03.728> are<00:09:03.792> you<00:09:03.970> actually<00:09:04.455> looking<00:09:04.778> for?

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I<00:09:05.359> don't<00:09:05.731> like<00:09:06.619> trolling<00:09:07.103> through<00:09:07.429> catalogs<00:09:08.343> of<00:09:08.526> digital<00:09:09.174> images.

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Sometimes<00:09:10.787> when<00:09:10.947> I'm<00:09:11.027> trying<00:09:11.220> to<00:09:11.364> buy<00:09:11.540> something,<00:09:12.727> like,<00:09:12.951> I<00:09:13.111> want<00:09:13.192> to<00:09:13.288> go<00:09:13.448> into<00:09:13.704> a<00:09:13.849> warm<00:09:14.153> environment<00:09:14.875> and<00:09:15.035> actually<00:09:15.276> speak<00:09:15.756> to<00:09:15.853> someone<00:09:16.334> about,<00:09:17.215> have<00:09:17.376> you<00:09:17.520> read<00:09:17.696> this<00:09:17.937> book?

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Or<00:09:19.043> have<00:09:19.155> you<00:09:19.363> heard<00:09:19.524> about<00:09:19.764> this<00:09:20.005> author?

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Or<00:09:21.608> so,<00:09:22.425> you<00:09:22.521> know,<00:09:22.730> there,<00:09:23.291> there<00:09:23.467> are<00:09:24.189> consumer<00:09:24.637> experiences<00:09:25.471> that<00:09:26.417> are<00:09:26.513> in<00:09:26.609> our<00:09:26.737> daily<00:09:27.058> lives,<00:09:27.779> and<00:09:28.260> we<00:09:28.421> tend<00:09:28.613> to<00:09:28.677> get<00:09:28.821> so<00:09:29.078> focused<00:09:29.543> on<00:09:29.639> digital.

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But<00:09:31.466> let's<00:09:31.707> remember<00:09:32.188> that<00:09:32.845> those<00:09:33.086> brick-and-mortar<00:09:33.647> experiences<00:09:34.512> are<00:09:34.608> really<00:09:34.833> important<00:09:35.314> ones<00:09:35.506> as<00:09:35.650> well.

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And<00:09:37.174> going<00:09:37.335> back<00:09:37.495> to<00:09:37.639> Apple<00:09:37.960> for<00:09:38.056> a<00:09:38.072> second,<00:09:38.458> when<00:09:38.618> Apple<00:09:38.859> first<00:09:39.179> opened<00:09:39.484> the<00:09:39.645> Apple<00:09:39.821> Store,<00:09:40.944> they<00:09:41.506> opened<00:09:41.891> it<00:09:42.292> in<00:09:42.372> a<00:09:42.468> period<00:09:42.709> of<00:09:42.789> time<00:09:43.896> when<00:09:44.217> everything<00:09:44.538> was<00:09:44.698> going<00:09:44.874> online.

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When<00:09:46.543> Dell<00:09:47.185> was<00:09:47.441> the<00:09:47.762> darling<00:09:48.163> of<00:09:48.243> Wall<00:09:48.564> Street<00:09:49.061> selling<00:09:50.249> boxes<00:09:50.890> that<00:09:51.195> were<00:09:52.013> made<00:09:52.286> to<00:09:52.414> order<00:09:53.441> over<00:09:53.617> the<00:09:53.778> internet,<00:09:54.516> click<00:09:54.756> to<00:09:54.901> buy,<00:09:56.088> and<00:09:56.810> Apple<00:09:57.067> announces<00:09:57.532> they're<00:09:57.628> going<00:09:57.772> to<00:09:58.093> open<00:09:58.270> the<00:09:58.414> Apple<00:09:58.591> Store.

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Their<00:09:59.152> stock<00:09:59.473> went<00:09:59.633> down<00:09:59.874> like<00:10:00.099> 10%<00:10:00.596> that<00:10:00.772> day.

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Like,<00:10:01.542> what<00:10:01.607> are<00:10:01.655> you<00:10:01.879> doing?

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You're<00:10:03.307> going<00:10:03.548> back<00:10:03.805> to<00:10:03.885> brick<00:10:04.126> and<00:10:04.206> mortar.

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Well,<00:10:04.672> it's—.

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Apple<00:10:05.972> knew<00:10:06.373> that,<00:10:06.518> like,<00:10:06.758> you<00:10:06.919> have<00:10:07.240> to<00:10:07.400> have<00:10:07.657> a<00:10:07.738> multi-channel<00:10:08.941> approach<00:10:09.423> to<00:10:09.519> a<00:10:09.648> customer.

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Um,<00:10:12.328> so,<00:10:12.874> and<00:10:12.954> that's<00:10:13.195> another<00:10:13.596> big<00:10:13.773> piece<00:10:14.078> of<00:10:14.158> being<00:10:14.463> customer<00:10:14.784> obsessed<00:10:15.282> is<00:10:15.346> like,<00:10:15.603> meet<00:10:15.763> the<00:10:15.843> customer<00:10:16.309> where<00:10:16.485> they<00:10:16.630> want<00:10:16.726> to<00:10:16.790> meet<00:10:17.031> you<00:10:18.396> and<00:10:18.492> think<00:10:18.877> about<00:10:19.680> a<00:10:19.712> multi-channel<00:10:20.482> approach.

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And<00:10:22.103> that<00:10:22.489> will<00:10:22.729> lead<00:10:22.922> you<00:10:23.066> to<00:10:23.307> probably<00:10:23.869> come<00:10:24.030> to<00:10:24.110> the<00:10:24.254> conclusion<00:10:24.816> that<00:10:24.993> brick<00:10:25.169> and<00:10:25.298> mortar<00:10:25.699> isn't<00:10:25.875> dead.

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Yeah.

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Yeah.

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I<00:10:28.524> think,<00:10:28.749> I<00:10:28.909> think<00:10:29.022> there's<00:10:29.246> a<00:10:29.391> lot<00:10:29.583> of<00:10:29.648> truth<00:10:29.952> to<00:10:30.049> that<00:10:30.290> actually.

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As<00:10:31.335> CEO<00:10:31.802> of<00:10:31.963> Coastal,<00:10:32.866> how<00:10:33.027> do<00:10:33.107> you<00:10:33.204> decide<00:10:34.139> where<00:10:34.332> to<00:10:34.461> spend<00:10:34.800> your<00:10:34.961> time?

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Is<00:10:35.606> it<00:10:35.751> always<00:10:36.315> like,<00:10:36.653> what<00:10:36.895> wins<00:10:37.523> each<00:10:37.701> day?

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Is<00:10:38.668> it,<00:10:39.135> you<00:10:39.200> know,<00:10:40.196> customers?

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Like,<00:10:41.481> how<00:10:41.561> do<00:10:41.642> we<00:10:41.867> improve<00:10:42.124> the<00:10:42.204> customer<00:10:42.590> experience?

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Does<00:10:43.088> that<00:10:43.249> win<00:10:43.425> every<00:10:43.650> day?

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And<00:10:43.956> so<00:10:44.357> that<00:10:44.598> kind<00:10:44.759> of<00:10:44.855> dictates<00:10:45.964> how<00:10:46.141> you're<00:10:46.285> going<00:10:46.366> to<00:10:46.446> be<00:10:46.542> spending<00:10:46.928> your<00:10:47.025> time<00:10:47.346> and<00:10:47.426> where<00:10:47.651> in<00:10:47.732> the<00:10:47.828> company<00:10:48.133> you're<00:10:48.214> going<00:10:48.310> to<00:10:48.390> be<00:10:48.471> spending<00:10:48.712> your<00:10:48.793> time?

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I<00:10:50.249> think<00:10:50.411> that's<00:10:50.589> a<00:10:50.653> good<00:10:50.799> way<00:10:50.912> of<00:10:51.058> looking<00:10:51.446> at<00:10:51.608> it.

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Uh,<00:10:52.660> I<00:10:52.757> think<00:10:53.161> that<00:10:53.889> the,<00:10:55.734> the<00:10:55.912> view<00:10:56.316> of<00:10:57.487> you<00:10:57.567> know,<00:10:57.728> just<00:10:57.904> give<00:10:58.065> your<00:10:58.209> customers<00:10:58.562> what<00:10:58.690> they<00:10:58.787> want<00:10:59.332> though,<00:10:59.830> is<00:11:00.054> not<00:11:00.311> the<00:11:00.455> right<00:11:00.632> way<00:11:00.712> to<00:11:00.792> look<00:11:01.097> at<00:11:01.258> it.

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Particularly<00:11:02.557> as<00:11:02.653> a<00:11:02.782> consultancy,<00:11:04.483> it's<00:11:04.707> our<00:11:04.868> responsibility<00:11:06.247> to<00:11:06.472> lead<00:11:06.649> the<00:11:06.729> horse<00:11:06.985> to<00:11:07.194> water.

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It's<00:11:08.831> our<00:11:08.895> responsibility<00:11:10.499> to<00:11:11.301> promote<00:11:12.810> ways<00:11:13.147> of<00:11:13.291> working<00:11:13.949> and<00:11:14.109> best<00:11:14.350> practices<00:11:15.056> to<00:11:15.152> clients<00:11:15.778> that<00:11:16.035> will<00:11:16.500> ultimately<00:11:16.997> deliver<00:11:17.479> the<00:11:17.623> best<00:11:18.345> customer<00:11:18.682> experience.

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And<00:11:20.463> that<00:11:20.688> sometimes<00:11:21.714> flies<00:11:22.067> in<00:11:22.148> the<00:11:22.276> face<00:11:22.918> of<00:11:23.094> expectations<00:11:23.896> that<00:11:24.041> clients<00:11:24.458> have<00:11:24.715> at<00:11:24.859> the<00:11:25.004> outset.

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So<00:11:26.383> we<00:11:26.544> spend<00:11:26.929> a<00:11:26.945> lot<00:11:27.266> of<00:11:27.346> time<00:11:27.827> helping<00:11:28.212> our<00:11:28.405> teams<00:11:29.592> to<00:11:29.752> have<00:11:30.779> the<00:11:30.876> tougher<00:11:31.261> conversations<00:11:32.961> with<00:11:33.122> clients<00:11:33.683> to<00:11:34.004> get<00:11:34.309> them<00:11:34.566> to<00:11:34.646> see<00:11:35.207> the<00:11:35.368> light<00:11:36.330> from<00:11:36.475> time<00:11:36.715> to<00:11:36.812> time.

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You<00:11:37.694> have<00:11:37.854> to<00:11:37.951> remember<00:11:38.175> as<00:11:38.272> a<00:11:38.336> consulting<00:11:38.801> firm,<00:11:39.555> a<00:11:40.245> lot<00:11:40.405> of<00:11:40.437> times<00:11:40.742> we're<00:11:40.903> dealing<00:11:41.208> with<00:11:41.368> a<00:11:41.464> multifaceted<00:11:42.282> organization<00:11:43.373> and<00:11:43.470> they're<00:11:43.694> bringing<00:11:44.031> different<00:11:44.288> departments<00:11:44.898> at<00:11:45.058> us,<00:11:45.956> right?

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You<00:11:46.357> might<00:11:46.582> have<00:11:46.743> the<00:11:46.823> sales<00:11:47.112> department,<00:11:48.267> the<00:11:48.363> IT<00:11:48.684> department,<00:11:49.823> legal<00:11:50.128> might<00:11:50.352> be<00:11:50.449> involved.

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In<00:11:51.716> any<00:11:51.876> engagement,<00:11:52.534> we're<00:11:52.759> probably<00:11:53.336> dealing<00:11:53.721> with<00:11:54.699> a<00:11:54.844> couple<00:11:55.164> dozen<00:11:55.485> people<00:11:55.806> at<00:11:55.886> a<00:11:55.902> minimum,<00:11:57.186> and<00:11:57.234> they<00:11:57.346> all<00:11:57.410> have<00:11:57.586> different<00:11:57.827> views<00:11:58.854> and<00:11:58.934> they're<00:11:59.030> not<00:11:59.190> perfectly<00:11:59.832> aligned.

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So<00:12:01.596> getting<00:12:01.997> to<00:12:02.238> true<00:12:03.281> customer<00:12:04.259> success<00:12:05.270> is<00:12:05.687> helping<00:12:06.039> to<00:12:06.168> build<00:12:06.408> that<00:12:06.585> alignment<00:12:06.970> with<00:12:07.130> that<00:12:07.355> organization<00:12:08.093> using<00:12:08.397> our<00:12:09.199> experience<00:12:09.857> and<00:12:09.937> best<00:12:10.242> practices<00:12:11.541> in<00:12:11.685> a<00:12:11.782> way<00:12:12.167> where<00:12:12.888> it's<00:12:13.065> collaborative<00:12:14.653> and<00:12:14.749> it's<00:12:14.990> positive<00:12:16.337> and<00:12:16.433> there<00:12:16.754> are<00:12:16.979> results<00:12:17.716> that<00:12:17.957> we're<00:12:18.182> all<00:12:18.278> trying<00:12:18.583> to<00:12:18.663> achieve<00:12:19.304> that<00:12:19.962> we're<00:12:20.187> aligned<00:12:20.589> around<00:12:21.793> and<00:12:22.034> we<00:12:22.596> ultimately<00:12:22.997> get<00:12:23.174> to<00:12:23.270> an<00:12:23.399> end<00:12:23.495> goal,<00:12:23.961> right?

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Which<00:12:24.362> is<00:12:24.459> a<00:12:24.619> go-live<00:12:25.262> or<00:12:25.422> is<00:12:26.145> the<00:12:26.290> realization<00:12:27.109> of<00:12:27.912> the<00:12:28.072> ROI<00:12:28.698> that<00:12:28.859> the<00:12:29.020> project<00:12:29.373> set<00:12:29.598> out<00:12:29.758> to<00:12:29.839> achieve.

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So,<00:12:31.686> you<00:12:31.782> know,<00:12:31.926> back<00:12:32.087> to<00:12:32.151> your<00:12:32.248> question,<00:12:32.633> which<00:12:32.729> is<00:12:32.874> where<00:12:32.986> do<00:12:33.115> I<00:12:33.436> choose<00:12:33.613> to<00:12:33.693> spend<00:12:33.934> my<00:12:34.094> time?

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You<00:12:35.781> know,<00:12:35.845> waking<00:12:36.166> up<00:12:36.262> every<00:12:36.439> morning<00:12:37.322> thinking<00:12:37.644> about<00:12:37.933> customers<00:12:39.458> and<00:12:40.598> knowing<00:12:41.000> where<00:12:41.385> our<00:12:42.204> customer<00:12:43.232> opportunities<00:12:43.955> are<00:12:44.918> is<00:12:45.175> certainly<00:12:45.641> one<00:12:45.818> way<00:12:46.123> where<00:12:46.364> I,<00:12:47.842> prioritize<00:12:48.405> my<00:12:48.566> time.

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But<00:12:49.996> I<00:12:50.012> also<00:12:50.254> prioritize<00:12:50.816> my<00:12:50.961> time<00:12:51.138> a<00:12:51.154> lot<00:12:51.395> around<00:12:51.620> like<00:12:51.781> how<00:12:52.167> we're<00:12:52.295> going<00:12:52.359> to<00:12:52.504> deliver<00:12:53.613> these<00:12:53.790> experiences<00:12:54.497> to<00:12:54.578> our<00:12:54.674> customers<00:12:55.944> on<00:12:56.041> a<00:12:56.250> consistent<00:12:56.524> basis.

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What<00:12:58.651> do<00:12:58.764> you<00:12:58.861> read?

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What<00:12:59.666> reading<00:12:59.989> recommendations<00:13:00.617> would<00:13:00.714> you<00:13:00.779> have<00:13:00.956> for<00:13:01.182> us?

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Well,<00:13:02.606> every<00:13:02.783> morning<00:13:03.170> I<00:13:03.186> do<00:13:03.411> Wordle<00:13:03.910> and<00:13:03.975> Connections.

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Perfect.

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That's<00:13:05.858> how<00:13:05.987> I<00:13:06.003> start<00:13:06.406> my<00:13:06.551> day.

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That's<00:13:08.177> like<00:13:08.885> how<00:13:09.046> I<00:13:09.062> get<00:13:09.224> my<00:13:09.385> brain,<00:13:10.431> like,<00:13:10.785> that's<00:13:12.140> my<00:13:12.373> own<00:13:12.540> meditation.

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And,<00:13:15.651> you<00:13:15.763> know,<00:13:15.908> I,<00:13:16.293> I,<00:13:17.031> in<00:13:17.127> the<00:13:17.207> morning<00:13:17.528> I'll<00:13:17.753> read,<00:13:18.619> you<00:13:18.651> know,<00:13:18.795> various<00:13:19.180> quote-unquote<00:13:19.678> newspapers.

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Like,<00:13:20.865> I,<00:13:21.057> I'm<00:13:21.218> a<00:13:21.362> big<00:13:21.522> fan<00:13:21.827> of<00:13:21.859> the<00:13:21.923> New<00:13:21.988> York<00:13:22.164> Times.

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I<00:13:22.645> read<00:13:22.790> the<00:13:22.822> San<00:13:22.918> Francisco<00:13:23.447> Chronicle<00:13:23.929> because<00:13:24.025> I'm<00:13:24.169> originally<00:13:24.570> from<00:13:25.533> the<00:13:25.693> Bay<00:13:25.757> Area.

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I<00:13:26.415> do<00:13:26.640> all<00:13:26.736> that<00:13:26.880> online.

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You<00:13:28.516> know,<00:13:28.645> I<00:13:28.821> look<00:13:28.998> at<00:13:29.062> what's<00:13:29.303> going<00:13:29.607> on<00:13:29.704> in<00:13:29.784> the<00:13:29.864> market.

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Um,<00:13:31.853> I<00:13:32.110> read<00:13:33.473> things<00:13:33.858> like<00:13:34.516> The<00:13:34.676> Atlantic<00:13:35.559> and<00:13:35.623> The<00:13:35.703> New<00:13:35.880> Yorker,<00:13:36.521> which<00:13:36.762> tend<00:13:36.938> to<00:13:37.083> be<00:13:37.243> longer<00:13:38.831> time<00:13:39.152> commitments<00:13:39.730> but<00:13:39.970> will<00:13:40.692> touch<00:13:40.852> upon<00:13:41.156> topics<00:13:41.653> that<00:13:41.717> are<00:13:41.813> very<00:13:42.118> relevant.

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Like<00:13:43.095> there's<00:13:43.255> so<00:13:43.495> much<00:13:43.800> out<00:13:43.992> there<00:13:44.136> on<00:13:44.361> AI<00:13:44.681> right<00:13:44.857> now<00:13:45.802> that<00:13:46.603> you<00:13:46.700> can<00:13:46.844> always<00:13:47.100> find<00:13:47.356> a<00:13:47.420> good<00:13:47.645> article<00:13:48.061> that's<00:13:48.286> a<00:13:48.366> great<00:13:48.622> perspective<00:13:49.327> on<00:13:49.663> where<00:13:49.824> are<00:13:49.904> we<00:13:50.144> really<00:13:50.368> going<00:13:50.705> with<00:13:50.929> AI.

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I<00:13:52.627> read<00:13:52.771> about<00:13:52.884> our<00:13:53.028> customers<00:13:54.694> and<00:13:54.934> I<00:13:55.014> love<00:13:55.255> to<00:13:55.415> read<00:13:55.591> fiction.

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You<00:13:56.504> know,<00:13:56.568> I'm<00:13:56.697> a<00:13:56.793> big<00:13:56.953> fan<00:13:57.257> of<00:13:57.514> American<00:13:57.994> fiction.

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I'm<00:13:58.571> a<00:13:58.635> big<00:13:58.811> fan<00:13:59.196> of<00:14:00.301> F.<00:14:00.477> Scott<00:14:00.798> Fitzgerald,<00:14:01.583> Ernest<00:14:01.919> Hemingway,<00:14:02.881> Nathaniel<00:14:03.345> Hawthorne.

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The<00:14:04.643> greats.

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Yeah,<00:14:06.085> I<00:14:06.261> know.

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And<00:14:07.446> the<00:14:07.767> older<00:14:08.007> I<00:14:08.167> get<00:14:08.728> and<00:14:08.808> the<00:14:08.952> longer<00:14:09.193> I've<00:14:09.273> been<00:14:09.353> in<00:14:09.449> the<00:14:09.593> business<00:14:09.914> world,<00:14:10.074> I've<00:14:10.250> been<00:14:10.394> at<00:14:10.554> this<00:14:10.731> now<00:14:11.676> for<00:14:11.933> 30-plus<00:14:12.414> years,<00:14:13.616> when<00:14:13.696> you<00:14:13.777> go<00:14:13.921> back<00:14:14.113> and<00:14:14.258> read<00:14:14.418> that<00:14:14.578> stuff,<00:14:15.925> like,<00:14:16.647> you<00:14:16.823> realize<00:14:17.464> there<00:14:17.528> are<00:14:17.641> so<00:14:18.026> many<00:14:18.266> business<00:14:18.587> lessons<00:14:20.094> in<00:14:20.671> the<00:14:20.831> great<00:14:21.216> works<00:14:21.473> of<00:14:21.553> fiction.

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Even<00:14:23.541> in<00:14:23.637> just<00:14:23.878> the<00:14:23.958> way,<00:14:24.198> like,<00:14:24.423> Hemingway<00:14:24.984> wrote,<00:14:25.401> for<00:14:25.625> example,<00:14:26.122> using<00:14:26.427> him<00:14:26.620> as<00:14:26.764> an<00:14:26.828> example,<00:14:27.149> like,<00:14:27.549> the<00:14:27.630> simplicity<00:14:28.367> of<00:14:28.512> it<00:14:29.313> and<00:14:29.971> the<00:14:31.077> beauty<00:14:31.798> of<00:14:32.199> the<00:14:32.231> simplicity<00:14:33.001> of<00:14:33.113> it<00:14:34.043> and<00:14:34.219> the<00:14:34.380> way,<00:14:34.620> like,<00:14:34.797> you<00:14:34.941> can<00:14:35.181> really<00:14:35.999> make<00:14:36.288> a<00:14:36.384> point<00:14:36.849> and<00:14:36.945> get<00:14:37.330> things<00:14:37.522> across<00:14:38.308> without<00:14:38.853> having<00:14:39.190> to<00:14:39.270> be<00:14:40.377> super—<00:14:40.778> like,<00:14:41.018> he<00:14:41.098> would<00:14:41.275> write<00:14:41.660> in<00:14:41.756> 2<00:14:41.917> sentences<00:14:42.462> what<00:14:42.703> a<00:14:42.863> lot<00:14:43.104> of<00:14:43.344> authors,<00:14:43.665> particularly<00:14:44.082> back<00:14:44.323> then,<00:14:44.483> would<00:14:44.788> use<00:14:44.965> 3<00:14:45.125> pages<00:14:45.590> for.

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Yeah,<00:14:47.275> I'll<00:14:47.804> never<00:14:47.916> forget<00:14:48.253> my<00:14:48.494> high<00:14:48.654> school<00:14:48.975> English<00:14:49.216> teacher.

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There<00:14:50.563> was,<00:14:50.804> uh,<00:14:50.900> we<00:14:50.996> were<00:14:51.061> reading<00:14:51.365> Hemingway<00:14:51.702> short<00:14:52.023> stories,<00:14:52.568> and<00:14:52.649> there<00:14:52.745> was<00:14:52.986> one<00:14:53.387> that<00:14:53.547> was,<00:14:53.852> uh,<00:14:54.991> called<00:14:55.312> "Up<00:14:55.472> in<00:14:55.568> Michigan,"<00:14:57.140> and<00:14:57.397> there<00:14:57.541> was<00:14:57.702> a<00:14:57.718> line<00:14:58.360> that<00:14:58.520> he<00:14:58.664> made<00:14:58.905> us<00:14:59.081> read<00:14:59.322> like<00:14:59.884> 10<00:15:00.124> times,<00:15:00.589> and<00:15:00.670> I<00:15:00.686> could<00:15:00.750> never<00:15:00.926> figure<00:15:01.311> out<00:15:01.408> why.

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And<00:15:03.172> the<00:15:03.268> sentence<00:15:03.653> was,<00:15:04.616> "Nick<00:15:05.338> looked<00:15:05.819> at<00:15:05.979> the<00:15:06.060> fish."<00:15:08.657> Period.

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And<00:15:09.569> he<00:15:09.651> was<00:15:09.813> just<00:15:10.041> trying<00:15:10.221> to<00:15:10.302> show<00:15:10.693> us<00:15:11.035> that<00:15:12.240> Hemingway<00:15:12.810> used<00:15:13.071> brevity.

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He,<00:15:15.193> he,<00:15:15.371> he<00:15:15.841> economized<00:15:16.812> words<00:15:17.881> to<00:15:18.042> get<00:15:18.285> messages<00:15:18.852> across.

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And<00:15:21.118> that's<00:15:21.766> incredibly<00:15:22.559> relevant<00:15:23.045> to<00:15:23.110> business<00:15:23.532> today<00:15:25.416> because<00:15:25.838> it<00:15:25.984> really<00:15:26.228> is.

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This<00:15:27.770> whole<00:15:27.933> thing<00:15:28.079> is<00:15:28.241> communication<00:15:28.810> exercise.

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Yeah,<00:15:31.190> getting<00:15:31.337> people<00:15:31.743> to<00:15:31.890> communicate<00:15:32.296> with<00:15:32.394> each<00:15:32.557> other.

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And<00:15:33.898> the<00:15:33.995> better<00:15:34.300> you<00:15:34.396> do<00:15:34.637> it<00:15:35.022> and<00:15:35.070> the<00:15:35.119> more<00:15:35.343> efficiently<00:15:36.226> you<00:15:36.322> do<00:15:36.547> it,<00:15:37.607> the<00:15:37.687> faster<00:15:38.313> you<00:15:38.409> grow,<00:15:38.827> the<00:15:38.971> more<00:15:39.212> customers<00:15:39.694> you<00:15:39.854> have.

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Like,<00:15:40.400> the<00:15:40.496> tighter<00:15:40.962> your<00:15:41.122> messages<00:15:41.764> are,<00:15:42.503> the<00:15:42.583> more<00:15:42.824> you<00:15:42.904> can<00:15:43.049> get<00:15:43.209> groups<00:15:43.466> of<00:15:43.546> people<00:15:44.510> to<00:15:44.734> align<00:15:45.232> around<00:15:45.938> a<00:15:45.954> common<00:15:46.500> vision,<00:15:47.961> which<00:15:48.202> is<00:15:48.282> about<00:15:48.603> communication.

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You<00:15:50.305> know,<00:15:50.513> we<00:15:50.626> spend<00:15:51.027> so<00:15:51.348> much<00:15:51.653> time<00:15:52.520> in<00:15:52.777> the<00:15:52.937> corporate<00:15:53.259> world<00:15:53.580> right<00:15:53.820> now<00:15:54.398> sitting<00:15:54.768> behind<00:15:55.024> screens<00:15:55.650> looking<00:15:56.052> at<00:15:56.228> PowerPoint<00:15:57.192> presentations<00:15:58.074> that<00:15:58.219> are<00:15:58.396> riddled<00:15:58.781> with<00:15:59.118> bullet<00:15:59.423> points.

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And<00:16:00.883> abbreviations<00:16:01.989> and<00:16:02.230> acronyms<00:16:03.112> and<00:16:03.673> they're<00:16:03.929> wordy<00:16:04.811> and<00:16:04.972> no<00:16:05.116> one's<00:16:05.292> really<00:16:05.533> reading<00:16:05.853> it<00:16:05.998> because<00:16:06.254> you're<00:16:06.479> looking<00:16:06.639> at<00:16:06.735> the<00:16:06.831> slide<00:16:07.216> but<00:16:07.377> you're<00:16:07.521> listening<00:16:07.810> to<00:16:07.922> what<00:16:08.018> someone's<00:16:08.355> saying<00:16:08.756> so<00:16:08.884> you're<00:16:09.060> confused.

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You<00:16:11.369> know,<00:16:12.091> if<00:16:12.251> people<00:16:12.732> can<00:16:13.550> get<00:16:13.774> to<00:16:13.870> the<00:16:14.031> point<00:16:15.233> and<00:16:15.378> articulate<00:16:16.115> things<00:16:17.943> in<00:16:18.103> a<00:16:18.520> more<00:16:18.761> concise<00:16:19.482> way<00:16:21.070> with<00:16:21.246> persuasion,<00:16:22.048> we'll<00:16:23.090> get<00:16:23.202> more<00:16:23.411> done.

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Yeah,<00:16:25.014> and<00:16:25.254> you<00:16:25.351> mentioned<00:16:25.719> Apple<00:16:25.976> before,<00:16:26.297> but<00:16:26.601> nobody's<00:16:26.938> better<00:16:27.339> than<00:16:27.499> that<00:16:27.884> at<00:16:28.044> Apple.

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With<00:16:28.702> the<00:16:28.846> brevity<00:16:29.569> and<00:16:30.549> the<00:16:30.629> simplicity,<00:16:31.576> but<00:16:31.689> still<00:16:32.090> a<00:16:32.235> powerful<00:16:32.765> message<00:16:33.134> that<00:16:33.343> comes<00:16:33.519> out<00:16:33.680> of<00:16:33.760> that.

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That,<00:16:34.162> that's<00:16:34.403> actually<00:16:34.643> really<00:16:34.868> fascinating.

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I,<00:16:36.105> I<00:16:36.169> agree<00:16:36.410> with<00:16:36.635> that.

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People<00:16:37.116> need<00:16:37.245> to<00:16:37.357> read<00:16:37.518> Hemingway.

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Like,<00:16:38.963> yeah,<00:16:39.124> if<00:16:39.204> you,<00:16:39.381> yeah.

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That's<00:16:39.798> an<00:16:39.927> answer.

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You<00:16:40.826> came<00:16:40.987> up<00:16:41.131> with<00:16:41.227> a<00:16:41.243> solution<00:16:41.789> here,<00:16:42.030> Clint.

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Yeah.

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Go<00:16:44.262> read<00:16:44.423> Hemingway.

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Why<00:16:45.162> not?

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It's<00:16:45.563> incredible.

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He's<00:16:46.205> an<00:16:46.286> incredible<00:16:46.687> writer.

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Maybe<00:16:47.715> the<00:16:47.795> greatest<00:16:48.197> ever,<00:16:48.518> actually.

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Uh,<00:16:49.497> hey,<00:16:49.803> you<00:16:49.883> mentioned<00:16:50.220> earlier<00:16:50.605> that<00:16:50.766> you've<00:16:50.862> been<00:16:51.023> reading<00:16:51.264> a<00:16:51.280> lot<00:16:51.440> about<00:16:51.649> AI<00:16:52.388> in,<00:16:52.613> in<00:16:52.709> The<00:16:52.805> Atlantic<00:16:53.416> and<00:16:53.753> New<00:16:53.833> Yorker<00:16:54.379> and<00:16:54.475> other<00:16:54.700> publications.

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Um,<00:16:56.471> What's<00:16:56.634> your<00:16:56.715> take<00:16:56.976> on<00:16:57.139> it?

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How<00:16:57.562> is<00:16:57.708> it<00:16:57.773> affecting<00:16:58.441> your<00:16:58.685> business?

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How<00:16:59.434> is<00:16:59.515> it<00:16:59.596> affecting<00:17:00.150> the<00:17:00.231> businesses<00:17:00.638> of<00:17:00.785> your<00:17:00.882> customers?

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Yeah,<00:17:03.023> I<00:17:03.039> mean,<00:17:03.280> it's<00:17:03.425> been<00:17:03.586> coming<00:17:03.828> for<00:17:03.973> a<00:17:04.005> long<00:17:04.295> time.

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You<00:17:05.856> know,<00:17:05.985> I<00:17:06.082> spent<00:17:06.388> some<00:17:06.484> time<00:17:06.790> inside<00:17:07.064> of<00:17:07.209> IBM<00:17:08.416> for<00:17:08.513> about<00:17:08.674> 3.5<00:17:09.286> years,<00:17:10.091> and<00:17:10.413> IBM<00:17:10.751> was<00:17:11.620> ahead<00:17:12.039> of<00:17:12.119> the<00:17:12.264> curve<00:17:12.523> on<00:17:12.688> this<00:17:12.771> stuff<00:17:13.268> with<00:17:13.434> Watson.

00:17:15.508 --> 00:17:18.840
The<00:17:15.605> challenge<00:17:16.188> back<00:17:16.495> then<00:17:16.899> was<00:17:18.015> people's<00:17:18.516> data.

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It<00:17:20.117> was<00:17:20.279> everywhere.

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And<00:17:21.589> I<00:17:21.670> think<00:17:22.220> obviously<00:17:22.883> last<00:17:23.352> year<00:17:23.853> with<00:17:24.177> the<00:17:24.274> launch<00:17:24.630> of<00:17:24.810> ChatGPT,<00:17:25.139> we,<00:17:25.238> that<00:17:25.304> was<00:17:25.370> another<00:17:25.468> seminal<00:17:25.896> moment.

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Where<00:17:28.733> the<00:17:28.877> world<00:17:29.118> woke<00:17:29.374> up<00:17:29.470> to<00:17:29.695> AI.

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It's<00:17:31.538> incredibly<00:17:32.324> powerful.

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I'm<00:17:34.648> not<00:17:34.984> one<00:17:35.145> of<00:17:35.305> these<00:17:36.107> individuals<00:17:36.892> that's<00:17:37.309> worried<00:17:37.790> about<00:17:38.896> the<00:17:39.136> displacement<00:17:39.697> of<00:17:39.793> jobs.

00:17:40.595 --> 00:17:42.919
I<00:17:40.755> think<00:17:40.915> it's<00:17:41.220> actually<00:17:41.637> going<00:17:41.749> to<00:17:41.877> be<00:17:42.101> the<00:17:42.342> opposite.

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There's<00:17:44.346> a<00:17:44.426> lot<00:17:44.618> of<00:17:44.746> research<00:17:45.243> that<00:17:45.548> shows<00:17:46.125> that<00:17:46.542> if<00:17:46.686> we<00:17:46.846> can<00:17:46.990> start<00:17:47.327> using<00:17:47.648> these<00:17:47.952> AI<00:17:48.209> models<00:17:49.315> correctly,<00:17:50.148> it's<00:17:50.853> just<00:17:51.158> going<00:17:51.286> to<00:17:51.398> increase<00:17:51.895> productivity<00:17:52.761> dramatically,<00:17:53.643> which<00:17:53.819> is<00:17:53.979> going<00:17:54.172> to<00:17:54.364> increase<00:17:55.583> creativity<00:17:56.466> dramatically.

00:17:57.895 --> 00:18:18.045
You<00:17:57.991> know,<00:17:58.152> it's—<00:17:58.569> if<00:17:59.035> you<00:17:59.195> look<00:17:59.356> at<00:17:59.436> the<00:17:59.516> history<00:18:00.624> of<00:18:00.785> time<00:18:01.202> going<00:18:01.443> back<00:18:01.684> to<00:18:01.845> pre-industrial<00:18:02.407> revolution,<00:18:03.049> and<00:18:04.558> we're<00:18:04.719> just<00:18:04.879> doing<00:18:05.056> things<00:18:05.281> faster<00:18:05.778> as<00:18:05.939> a<00:18:06.003> society,<00:18:07.528> and<00:18:07.785> we<00:18:08.010> are<00:18:08.267> dishing<00:18:09.391> the<00:18:10.258> work<00:18:11.061> that<00:18:11.783> is<00:18:13.100> less<00:18:13.887> value-add,<00:18:14.689> if<00:18:14.834> you<00:18:14.995> will,<00:18:15.974> to<00:18:16.118> automation,<00:18:17.740> right?

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Like,<00:18:18.479> all<00:18:18.623> right,<00:18:19.025> talk<00:18:19.201> about<00:18:19.410> writing<00:18:19.603> a<00:18:19.667> press<00:18:19.972> release,<00:18:20.614> like<00:18:21.754> You<00:18:21.835> know,<00:18:22.076> that<00:18:22.236> can<00:18:22.381> take<00:18:22.557> a<00:18:22.638> PR<00:18:22.879> department<00:18:23.345> a<00:18:23.441> week.

00:18:24.244 --> 00:18:27.103
Well,<00:18:24.565> it<00:18:24.710> could<00:18:24.806> take<00:18:25.433> ChatGPT<00:18:26.412> 5<00:18:26.653> seconds.

00:18:27.778 --> 00:18:27.922
Yeah.

00:18:28.035 --> 00:18:35.744
Plus<00:18:28.822> some<00:18:29.127> editing,<00:18:30.010> plus<00:18:30.347> some<00:18:30.669> revisions,<00:18:31.472> plus<00:18:31.793> some,<00:18:33.335> some<00:18:34.122> criticism<00:18:34.925> from<00:18:35.246> the<00:18:35.391> team.

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But<00:18:37.093> if<00:18:37.254> we're<00:18:37.334> shortening<00:18:37.832> those<00:18:37.993> cycles,<00:18:38.764> it<00:18:38.860> means<00:18:39.503> more<00:18:39.744> communication.

00:18:40.627 --> 00:18:45.590
It<00:18:40.707> means<00:18:42.137> that<00:18:42.779> we<00:18:42.892> now<00:18:43.181> can<00:18:43.358> put<00:18:43.502> our<00:18:43.663> brains<00:18:44.000> to<00:18:44.161> work<00:18:44.562> at<00:18:44.803> bigger<00:18:45.044> problems.

00:18:46.554 --> 00:18:48.208
And<00:18:46.730> I'm<00:18:46.891> just,<00:18:47.277> I'm<00:18:47.373> a<00:18:47.453> big<00:18:47.678> believer<00:18:48.080> in<00:18:48.176> it.

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I<00:18:48.401> think<00:18:48.578> organizations<00:18:49.848> are<00:18:49.880> gonna<00:18:50.042> struggle<00:18:50.833> to<00:18:50.994> adopt<00:18:51.559> it<00:18:51.785> correctly<00:18:52.673> because<00:18:53.803> it<00:18:54.126> is<00:18:54.368> the<00:18:54.465> wild,<00:18:54.852> wild<00:18:55.175> west<00:18:55.498> right<00:18:55.692> now<00:18:55.998> and<00:18:56.160> there'll<00:18:56.386> be<00:18:56.483> a<00:18:56.547> lot<00:18:56.725> of<00:18:56.967> failure.

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Yeah.

00:18:58.730 --> 00:19:04.299
Hopefully<00:18:59.782> none<00:19:00.025> of<00:19:00.106> that<00:19:00.430> or<00:19:00.754> very<00:19:01.013> little<00:19:01.255> of<00:19:01.401> it<00:19:01.563> will<00:19:01.660> be<00:19:03.603> too<00:19:03.764> dramatic.

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But,<00:19:05.102> you<00:19:05.183> know,<00:19:05.279> in<00:19:05.343> the<00:19:05.424> early<00:19:05.665> internet<00:19:06.067> days,<00:19:06.388> people<00:19:06.709> failed<00:19:07.031> putting<00:19:07.256> shopping<00:19:07.577> carts<00:19:07.899> up.

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It<00:19:08.156> was<00:19:08.301> hard.

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So<00:19:09.474> to<00:19:09.586> truly<00:19:09.988> apply<00:19:10.551> AI<00:19:10.792> to<00:19:10.872> your<00:19:10.968> business<00:19:11.290> correctly<00:19:12.559> is<00:19:12.736> still<00:19:13.058> gonna<00:19:13.218> take<00:19:13.379> a<00:19:13.395> lot<00:19:13.765> of<00:19:13.910> thought<00:19:15.130> and<00:19:15.215> leadership.

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And<00:19:16.704> adoption,<00:19:18.470> but<00:19:18.631> it's<00:19:18.791> powerful.

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Yeah.

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Don't<00:19:20.767> you<00:19:20.799> think<00:19:21.040> like<00:19:21.200> people<00:19:21.907> who,<00:19:22.565> you<00:19:22.597> know,<00:19:22.726> are<00:19:22.870> like,<00:19:23.111> this<00:19:23.288> is<00:19:23.352> going<00:19:23.433> to<00:19:23.770> take<00:19:23.995> away<00:19:24.155> jobs—<00:19:24.412> and<00:19:24.492> maybe<00:19:24.733> it<00:19:24.814> will,<00:19:25.055> but<00:19:25.199> it<00:19:25.520> also<00:19:25.777> like<00:19:25.938> would<00:19:26.163> create<00:19:26.500> jobs,<00:19:26.982> right?

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That's<00:19:27.528> what<00:19:27.688> every<00:19:27.865> major<00:19:28.170> technology<00:19:28.572> has<00:19:28.748> ever<00:19:28.909> done<00:19:29.069> in<00:19:29.150> the<00:19:29.214> history<00:19:29.487> of<00:19:29.551> the<00:19:29.696> world,<00:19:30.033> is<00:19:30.756> it's<00:19:31.157> taken<00:19:31.478> jobs<00:19:31.880> but<00:19:31.976> it's<00:19:32.185> also<00:19:32.426> created<00:19:32.763> far<00:19:32.940> more<00:19:33.165> jobs<00:19:33.807> than<00:19:33.903> it<00:19:34.048> took.

00:19:35.076 --> 00:19:40.680
Um,<00:19:35.573> don't<00:19:35.718> you<00:19:35.814> think<00:19:35.975> like<00:19:36.537> those<00:19:36.938> who<00:19:37.099> are<00:19:37.260> like<00:19:38.207> AI<00:19:38.464> can<00:19:38.625> replace<00:19:39.090> employees<00:19:39.669> are<00:19:39.893> thinking<00:19:40.134> about<00:19:40.391> it<00:19:40.616> wrong?

00:19:40.889 --> 00:19:47.438
And<00:19:41.018> you<00:19:41.339> basically<00:19:41.596> just<00:19:41.756> said<00:19:41.917> this<00:19:42.142> in<00:19:42.238> a<00:19:42.302> different<00:19:42.559> way,<00:19:42.864> but<00:19:43.428> Like,<00:19:43.671> AI<00:19:43.849> is<00:19:43.946> like<00:19:44.091> a<00:19:44.172> tool<00:19:45.465> for<00:19:45.773> those<00:19:46.031> employees<00:19:46.452> to<00:19:46.581> be<00:19:46.694> more<00:19:47.082> productive.

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It's<00:19:47.648> not<00:19:48.198> a<00:19:48.537> replacement<00:19:49.330> as<00:19:49.443> much<00:19:49.685> as<00:19:49.831> it's<00:19:49.993> an<00:19:50.073> enhancer.

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Yeah.

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Well,<00:19:52.850> and<00:19:52.995> look,<00:19:53.317> I<00:19:53.333> think<00:19:53.494> something<00:19:53.800> else<00:19:54.042> that,<00:19:54.460> that<00:19:54.557> I'm<00:19:54.766> really<00:19:55.008> passionate<00:19:55.426> about<00:19:55.974> is<00:19:58.470> we're<00:19:58.711> gonna<00:19:58.888> know<00:20:00.418> when<00:20:00.644> AI<00:20:00.982> wrote<00:20:01.224> something<00:20:01.709> versus<00:20:02.193> when<00:20:02.840> something<00:20:03.324> is<00:20:03.631> really<00:20:04.116> original.

00:20:04.923 --> 00:20:05.553
We<00:20:05.020> just<00:20:05.424> will.

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Like,<00:20:06.054> we're<00:20:06.232> humans.

00:20:06.862 --> 00:20:11.607
Like,<00:20:07.040> we,<00:20:07.831> we're<00:20:08.332> pretty<00:20:08.736> good<00:20:08.978> at<00:20:10.259> at<00:20:10.419> identifying<00:20:11.222> things.

00:20:11.880 --> 00:20:19.877
And<00:20:12.908> like,<00:20:13.245> I<00:20:13.406> think<00:20:13.871> the<00:20:13.952> power<00:20:15.172> in<00:20:15.333> brand<00:20:16.440> in<00:20:16.601> the<00:20:16.762> world<00:20:17.019> of<00:20:17.163> AI<00:20:18.303> will<00:20:18.464> be<00:20:18.544> around<00:20:19.090> authenticity.

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That's<00:20:20.647> what<00:20:20.712> we're<00:20:20.936> gonna<00:20:21.193> buy,<00:20:22.157> right?

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And<00:20:23.040> if<00:20:23.265> AI<00:20:23.602> can<00:20:23.762> do<00:20:23.907> all<00:20:24.083> the<00:20:24.164> stuff<00:20:24.790> that<00:20:24.967> gets<00:20:25.288> us<00:20:25.512> ready<00:20:25.994> to<00:20:26.171> be<00:20:26.893> incredibly<00:20:27.536> authentic<00:20:28.338> as<00:20:28.435> a<00:20:28.563> brand<00:20:29.077> or<00:20:29.141> as<00:20:29.286> a<00:20:29.446> person<00:20:29.864> or<00:20:30.008> an<00:20:30.121> employee<00:20:30.747> or<00:20:30.827> a<00:20:30.907> parent,<00:20:32.433> awesome,<00:20:33.717> right?

00:20:34.279 --> 00:20:36.913
Like,<00:20:35.082> We<00:20:35.243> wanna<00:20:35.484> be<00:20:35.644> our<00:20:35.805> true<00:20:35.981> selves<00:20:36.447> at<00:20:36.672> work.

00:20:37.009 --> 00:20:39.626
We<00:20:37.153> wanna<00:20:37.330> be<00:20:37.426> our<00:20:37.635> true<00:20:37.812> selves<00:20:38.358> in<00:20:38.422> our<00:20:38.855> daily<00:20:39.177> lives.

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And,<00:20:41.087> and<00:20:41.184> that's<00:20:41.408> what<00:20:41.585> people<00:20:41.906> are<00:20:41.987> gonna<00:20:42.227> buy.

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That's<00:20:42.789> gonna<00:20:42.966> make<00:20:43.191> people<00:20:43.448> successful.

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It's<00:20:44.411> gonna<00:20:44.572> make<00:20:44.877> us<00:20:45.198> better<00:20:45.519> communities.

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So,<00:20:48.152> you<00:20:48.249> know,<00:20:48.409> the,<00:20:48.650> the,<00:20:49.051> that's<00:20:49.357> the<00:20:49.453> trick.

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It's<00:20:49.854> funny,<00:20:50.031> my<00:20:50.240> daughter's<00:20:50.641> a<00:20:50.818> college<00:20:51.123> student<00:20:51.765> or<00:20:51.845> one<00:20:51.958> of<00:20:52.022> my<00:20:52.118> daughters<00:20:53.451> and<00:20:53.933> I<00:20:54.029> asked<00:20:54.366> her,<00:20:54.607> so<00:20:54.735> I<00:20:54.768> have,<00:20:54.896> I<00:20:54.976> have<00:20:55.153> a<00:20:55.169> son<00:20:55.538> who's<00:20:55.715> a<00:20:55.779> computer<00:20:56.052> science<00:20:56.437> major<00:20:57.224> and<00:20:57.321> a<00:20:57.465> daughter<00:20:57.802> who<00:20:58.027> is<00:20:58.188> a<00:20:58.364> liberal,<00:20:58.846> liberal<00:20:59.167> arts<00:20:59.392> major.

00:21:00.837 --> 00:21:04.115
And<00:21:00.998> I<00:21:01.014> asked<00:21:01.255> my<00:21:01.416> son,<00:21:01.657> like,<00:21:01.817> do<00:21:01.882> you<00:21:02.042> use<00:21:02.219> ChatGPT<00:21:03.103> to<00:21:03.649> do<00:21:03.746> your<00:21:03.970> homework?

00:21:04.212 --> 00:21:06.124
He<00:21:04.292> said,<00:21:04.469> yes,<00:21:04.854> absolutely,<00:21:05.593> I<00:21:05.674> do,<00:21:05.834> Dad.

00:21:07.682 --> 00:21:12.378
Okay,<00:21:08.245> well,<00:21:09.353> uh,<00:21:09.675> I<00:21:09.771> asked<00:21:09.916> my<00:21:10.013> daughter,<00:21:10.645> like,<00:21:10.904> do<00:21:10.985> you<00:21:11.050> use<00:21:11.293> it<00:21:11.455> to<00:21:11.795> write<00:21:12.038> a<00:21:12.102> paper?

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And<00:21:13.091> she<00:21:13.252> said,<00:21:14.143> no,<00:21:14.953> I<00:21:15.034> can't.

00:21:16.152 --> 00:21:24.284
She<00:21:16.265> said,<00:21:16.476> it<00:21:16.557> takes<00:21:16.816> me<00:21:16.897> more<00:21:17.286> time<00:21:18.340> to<00:21:18.584> rewrite<00:21:20.050> what<00:21:21.271> AI<00:21:21.695> does<00:21:22.004> for<00:21:22.184> me<00:21:22.835> than<00:21:22.982> it<00:21:23.063> does<00:21:23.307> for<00:21:23.356> me<00:21:23.486> just<00:21:23.649> to<00:21:23.796> do<00:21:23.894> it<00:21:23.975> myself.

00:21:25.272 --> 00:21:26.021
Now,<00:21:25.435> she's<00:21:25.679> a<00:21:25.760> writer.

00:21:26.151 --> 00:21:28.658
Her<00:21:26.314> true<00:21:26.493> self<00:21:26.998> is<00:21:27.144> to<00:21:27.291> be<00:21:27.453> authentic<00:21:27.893> through<00:21:28.186> her<00:21:28.349> words.

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Right?

00:21:29.960 --> 00:21:32.112
So<00:21:30.169> that's<00:21:30.410> how<00:21:30.506> she's<00:21:30.811> expressing<00:21:31.293> her<00:21:31.390> authentic<00:21:31.727> self.

00:21:32.337 --> 00:21:33.445
He's<00:21:32.514> just<00:21:32.658> trying<00:21:32.851> to<00:21:32.899> get<00:21:33.060> work<00:21:33.252> done.

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Yeah.

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You<00:21:34.537> know,<00:21:34.842> we're<00:21:35.147> going<00:21:35.324> to<00:21:35.388> pick<00:21:35.565> and<00:21:35.645> choose<00:21:35.870> our<00:21:35.966> spots,<00:21:36.512> but<00:21:36.609> I<00:21:36.753> think<00:21:37.155> authenticity<00:21:37.829> is,<00:21:38.231> is<00:21:38.295> still<00:21:38.680> going<00:21:38.777> to<00:21:38.937> be<00:21:39.098> this,<00:21:40.607> this<00:21:41.571> characteristic<00:21:42.310> that<00:21:42.470> we're<00:21:42.566> going<00:21:42.663> to<00:21:42.727> seek<00:21:43.096> out.

00:21:44.381 --> 00:21:56.249
You<00:21:44.429> gave<00:21:44.542> a<00:21:44.622> TED<00:21:44.863> Talk<00:21:45.200> actually<00:21:45.762> kind<00:21:45.939> of<00:21:46.019> about<00:21:46.324> what<00:21:46.485> you<00:21:46.565> just<00:21:46.790> mentioned,<00:21:47.191> where,<00:21:47.673> um,<00:21:49.199> you<00:21:49.231> know,<00:21:49.440> we<00:21:49.536> should<00:21:49.697> be<00:21:49.921> looking<00:21:50.259> at<00:21:50.339> the<00:21:50.564> arts<00:21:50.821> and<00:21:50.949> humanities<00:21:52.105> for<00:21:52.748> talent<00:21:53.390> and<00:21:53.551> not<00:21:53.872> just<00:21:54.193> from<00:21:54.434> the<00:21:54.514> STEM,<00:21:55.462> uh,<00:21:55.654> fields.

00:21:57.147 --> 00:22:02.375
As<00:21:57.307> we<00:21:57.404> work<00:21:57.644> in<00:21:57.724> technology<00:21:58.751> and<00:21:58.911> as<00:21:59.087> technology<00:21:59.633> progresses,<00:22:00.146> like,<00:22:00.434> I<00:22:00.611> think<00:22:00.771> that'll<00:22:01.156> become<00:22:01.557> more<00:22:01.669> and<00:22:01.798> more<00:22:01.910> important.

00:22:03.722 --> 00:22:10.730
Well,<00:22:03.882> right,<00:22:04.059> because<00:22:04.604> AI<00:22:05.021> is<00:22:05.181> going<00:22:05.326> to<00:22:05.855> provide<00:22:06.705> a<00:22:06.849> lot<00:22:07.106> of<00:22:07.330> our—<00:22:08.789> it's<00:22:09.126> going<00:22:09.270> to<00:22:09.351> be<00:22:09.495> the<00:22:09.591> basis<00:22:09.992> for<00:22:10.136> our<00:22:10.217> technology.

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It's<00:22:11.355> going<00:22:11.532> to<00:22:11.580> become<00:22:11.820> our<00:22:11.997> interface,<00:22:13.023> right?

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Yeah.

00:22:14.226 --> 00:22:20.977
You<00:22:14.402> can<00:22:14.562> tell<00:22:15.749> a<00:22:15.829> machine<00:22:16.631> how<00:22:16.727> to<00:22:16.824> program<00:22:17.225> something<00:22:18.475> if<00:22:18.716> you<00:22:18.956> can<00:22:19.133> tell<00:22:19.373> a<00:22:19.389> machine<00:22:20.015> what<00:22:20.239> you<00:22:20.480> want.

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You<00:22:21.955> know,<00:22:22.019> I<00:22:22.180> think<00:22:22.517> that<00:22:23.062> And<00:22:23.175> I'm<00:22:23.304> not<00:22:23.481> saying<00:22:23.786> there<00:22:24.012> aren't<00:22:24.189> jobs<00:22:24.575> out<00:22:24.736> there<00:22:24.832> for<00:22:25.058> engineers<00:22:25.959> or<00:22:26.602> computer<00:22:27.005> programmers<00:22:27.584> or<00:22:28.195> architects<00:22:28.855> or<00:22:29.000> like,<00:22:29.563> this<00:22:29.692> stuff<00:22:29.901> is<00:22:29.933> still<00:22:30.287> like<00:22:30.851> wildly<00:22:31.269> complicated.

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Yeah.

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If<00:22:33.239> you<00:22:33.335> say<00:22:33.560> AI<00:22:33.785> can<00:22:33.914> do<00:22:34.026> it<00:22:34.107> faster,<00:22:34.589> it's<00:22:34.701> like,<00:22:34.926> okay,<00:22:35.473> it's<00:22:35.698> gonna<00:22:35.858> crash<00:22:36.196> the<00:22:36.276> car<00:22:36.517> faster<00:22:36.999> too<00:22:37.224> if<00:22:37.305> you<00:22:37.385> have<00:22:37.562> a<00:22:37.626> bad<00:22:37.803> architecture,<00:22:38.687> right?

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So<00:22:40.535> I'm<00:22:40.631> not<00:22:40.856> suggesting<00:22:41.419> that,<00:22:41.644> but<00:22:41.740> I<00:22:41.821> am<00:22:42.030> suggesting<00:22:42.547> that<00:22:43.421> if<00:22:43.583> you<00:22:43.745> have<00:22:45.622> communication<00:22:46.253> skills,<00:22:47.401> if<00:22:47.547> you<00:22:47.790> can<00:22:48.372> write<00:22:48.680> concisely<00:22:49.424> like<00:22:49.650> we<00:22:49.747> talked<00:22:50.006> about<00:22:50.233> a<00:22:50.249> few<00:22:50.411> minutes<00:22:50.783> ago,<00:22:51.837> if<00:22:51.934> you<00:22:52.080> can<00:22:52.241> persuade,<00:22:53.938> right?

00:22:54.181 --> 00:23:00.313
How<00:22:54.278> do<00:22:54.326> you<00:22:54.504> get<00:22:54.682> a<00:22:54.746> group<00:22:55.053> of<00:22:55.086> 60<00:22:55.474> people<00:22:55.942> to<00:22:56.185> agree<00:22:56.686> where<00:22:56.912> you're<00:22:57.009> going<00:22:57.122> to<00:22:57.251> go<00:22:57.316> on<00:22:57.494> the<00:22:57.558> hike,<00:23:00.216> right?

00:23:00.554 --> 00:23:10.971
Like<00:23:01.342> organizational<00:23:02.018> skills,<00:23:02.645> community<00:23:03.289> building<00:23:03.546> skills,<00:23:05.766> having<00:23:06.104> vision,<00:23:08.034> being<00:23:08.195> able<00:23:08.307> to<00:23:08.420> express<00:23:08.838> passion,<00:23:10.858> right?

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Like<00:23:11.426> these<00:23:11.685> are<00:23:11.766> the<00:23:12.074> things<00:23:12.642> that<00:23:13.048> will<00:23:13.291> drive<00:23:13.777> an<00:23:13.940> automated<00:23:14.442> world<00:23:16.129> and<00:23:16.794> emotion<00:23:17.960> becomes<00:23:19.039> way<00:23:19.426> more<00:23:19.684> important<00:23:20.167> in<00:23:20.231> the<00:23:20.328> workplace<00:23:21.520> when<00:23:21.682> the<00:23:21.746> machine's<00:23:22.342> doing<00:23:22.648> all<00:23:22.745> the<00:23:22.890> rote<00:23:23.148> tasks.

00:23:26.240 --> 00:23:36.722
Yeah,<00:23:26.659> that's<00:23:27.126> why<00:23:29.477> an<00:23:29.783> education<00:23:30.346> in<00:23:30.379> the<00:23:30.411> humanities,<00:23:31.152> or<00:23:31.184> that's<00:23:31.490> why,<00:23:32.359> you<00:23:32.392> know,<00:23:32.553> if<00:23:32.681> you<00:23:32.842> want<00:23:32.987> to<00:23:33.084> be<00:23:33.165> a<00:23:33.310> poet<00:23:33.908> in<00:23:34.151> college,<00:23:34.862> go<00:23:35.105> for<00:23:35.267> it,<00:23:35.315> because<00:23:35.525> there'll<00:23:35.687> be<00:23:35.833> jobs<00:23:36.237> out<00:23:36.334> there<00:23:36.480> for<00:23:36.641> you.

00:23:37.127 --> 00:23:38.987
I<00:23:38.113> truly<00:23:38.437> believe<00:23:38.841> that.

00:23:39.067 --> 00:23:52.977
And<00:23:39.310> it,<00:23:39.795> it<00:23:39.957> pains<00:23:40.361> me<00:23:40.523> when<00:23:40.685> I<00:23:40.782> see<00:23:42.157> certain<00:23:42.951> universities<00:23:43.552> or<00:23:43.633> schools<00:23:44.429> like<00:23:44.900> cut<00:23:45.079> the<00:23:45.225> budget<00:23:45.664> to,<00:23:46.119> to<00:23:46.216> the<00:23:46.362> liberal<00:23:46.687> arts<00:23:47.110> or<00:23:47.191> the<00:23:47.321> humanities<00:23:47.565> because<00:23:47.646> everything<00:23:47.776> is<00:23:47.808> going<00:23:50.720> STEM,<00:23:51.227> you<00:23:51.325> know,<00:23:51.407> what<00:23:51.570> kind<00:23:51.734> of<00:23:51.815> people<00:23:52.061> are<00:23:52.159> we<00:23:52.306> putting<00:23:52.568> in<00:23:52.617> the<00:23:52.699> world?

00:23:53.369 --> 00:23:55.218
Like,<00:23:53.533> we<00:23:53.631> need<00:23:53.991> that<00:23:54.187> mix,<00:23:54.514> we<00:23:54.596> need<00:23:54.760> that<00:23:54.923> diversity.

00:23:56.510 --> 00:24:03.260
And<00:23:56.614> the<00:23:56.787> workplace,<00:23:58.090> you<00:23:58.300> know,<00:23:58.608> everyone<00:23:58.932> we<00:23:59.078> hire<00:23:59.419> nowadays<00:24:00.002> that's<00:24:00.618> in<00:24:00.715> their<00:24:01.120> early<00:24:01.364> 20s,<00:24:01.834> they're<00:24:02.012> all<00:24:02.174> digital<00:24:02.579> natives<00:24:02.968> anyhow.

00:24:03.795 --> 00:24:16.018
Like,<00:24:04.265> you<00:24:05.172> know,<00:24:05.254> if<00:24:05.416> you'd<00:24:05.643> given<00:24:05.901> a,<00:24:07.106> in<00:24:07.202> 1972,<00:24:09.034> if<00:24:09.179> you<00:24:09.259> had<00:24:09.420> given<00:24:10.705> a<00:24:11.348> COBOL<00:24:11.621> programmer<00:24:12.794> an<00:24:13.196> iPhone,<00:24:15.204> they<00:24:15.270> would've<00:24:15.461> been<00:24:15.565> lost.

00:24:17.657 --> 00:24:18.078
Yeah.

00:24:18.240 --> 00:24:18.645
Right?

00:24:19.357 --> 00:24:27.860
But<00:24:20.247> we<00:24:20.425> bring<00:24:20.667> someone<00:24:20.991> into<00:24:21.234> Coastal<00:24:21.654> today<00:24:22.285> that's<00:24:22.609> a<00:24:23.645> history<00:24:23.904> major,<00:24:24.939> we<00:24:25.036> can<00:24:25.279> teach<00:24:25.538> them<00:24:25.684> Salesforce<00:24:27.043> in<00:24:27.124> about<00:24:27.270> 2<00:24:27.472> weeks.

00:24:29.327 --> 00:24:30.847
And<00:24:29.391> that's<00:24:30.459> true<00:24:30.620> story.

00:24:31.267 --> 00:24:36.895
Now,<00:24:31.672> do<00:24:31.769> they<00:24:31.914> have<00:24:32.173> the<00:24:32.318> business<00:24:32.561> skills<00:24:32.982> yet<00:24:33.305> to<00:24:34.275> be<00:24:34.437> a<00:24:34.583> top<00:24:35.715> producer<00:24:36.119> in<00:24:36.151> our<00:24:36.200> organization?

00:24:36.944 --> 00:24:43.584
Not<00:24:37.186> yet,<00:24:37.429> but<00:24:37.574> we<00:24:37.655> can<00:24:37.817> teach<00:24:37.979> them<00:24:38.076> the<00:24:38.157> technology<00:24:38.642> much<00:24:38.951> faster<00:24:39.439> today<00:24:39.861> than<00:24:40.024> you<00:24:40.187> could<00:24:41.812> 10<00:24:42.040> years<00:24:42.203> ago,<00:24:42.446> 20<00:24:42.690> years<00:24:42.885> ago,<00:24:43.032> 30<00:24:43.259> years<00:24:43.454> ago.

00:24:43.932 --> 00:24:51.041
So<00:24:44.078> that's<00:24:44.403> kind<00:24:44.565> of<00:24:44.597> my<00:24:44.808> whole—<00:24:46.691> that's<00:24:46.935> how<00:24:47.032> I<00:24:47.097> feel<00:24:47.357> about<00:24:47.665> the<00:24:47.811> importance<00:24:48.298> of<00:24:49.516> a<00:24:49.759> broad-based<00:24:50.506> education.

00:24:52.400 --> 00:25:00.525
How<00:24:52.464> have<00:24:52.578> you<00:24:52.659> handled<00:24:53.000> this<00:24:53.227> whole<00:24:53.729> work<00:24:53.973> from<00:24:54.200> home<00:24:54.686> hybrid<00:24:55.659> or<00:24:56.794> everybody<00:24:57.135> back<00:24:57.395> at<00:24:57.459> the<00:24:57.686> office<00:24:58.741> that<00:24:58.838> every<00:24:59.065> leader's<00:24:59.324> had<00:24:59.487> to<00:24:59.568> go<00:24:59.811> through<00:25:00.054> post-pandemic?

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No<00:25:01.473> one's<00:25:01.698> figured<00:25:01.892> it<00:25:02.021> out.

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It's<00:25:03.471> a<00:25:03.487> problem,<00:25:03.954> actually.

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There's<00:25:05.405> an<00:25:05.485> opportunity<00:25:05.985> for<00:25:06.710> some<00:25:06.871> people.

00:25:07.113 --> 00:25:09.611
I<00:25:07.193> just<00:25:07.419> had<00:25:07.500> this<00:25:07.661> conversation<00:25:08.225> with<00:25:08.321> an<00:25:08.547> ex-colleague<00:25:09.127> of<00:25:09.208> mine<00:25:09.369> today.

00:25:10.738 --> 00:25:11.593
Like<00:25:10.899> I'm<00:25:11.060> at<00:25:11.141> home<00:25:11.302> right<00:25:11.399> now.

00:25:12.770 --> 00:25:13.286
That's<00:25:13.012> cool.

00:25:13.399 --> 00:25:16.416
I<00:25:13.480> had<00:25:13.819> probably<00:25:14.690> 8<00:25:14.867> meetings<00:25:15.303> today<00:25:15.674> on<00:25:15.932> Zoom.

00:25:16.948 --> 00:25:24.780
We<00:25:17.109> all<00:25:17.287> like<00:25:17.529> looked<00:25:17.690> at<00:25:17.771> each<00:25:17.997> other<00:25:18.255> on<00:25:18.319> our<00:25:18.352> screens,<00:25:19.771> but<00:25:20.320> there<00:25:20.416> was<00:25:20.577> very<00:25:20.819> little<00:25:21.221> extemporaneous<00:25:22.348> creativity<00:25:23.170> that<00:25:23.315> happened<00:25:23.733> in<00:25:23.878> my<00:25:24.055> day<00:25:24.377> today.

00:25:26.632 --> 00:25:32.953
I<00:25:26.712> didn't<00:25:27.115> bump<00:25:27.340> into<00:25:27.453> someone<00:25:28.725> in<00:25:28.805> the<00:25:28.950> hall<00:25:29.369> and<00:25:29.530> get<00:25:29.772> quickly<00:25:30.161> caught<00:25:30.405> up<00:25:30.583> on<00:25:30.665> what's<00:25:30.827> going<00:25:31.070> on<00:25:31.168> in<00:25:31.249> their<00:25:31.395> lives<00:25:32.044> or<00:25:32.125> in<00:25:32.190> their<00:25:32.288> department.

00:25:33.034 --> 00:25:34.235
I<00:25:33.050> didn't<00:25:33.245> come<00:25:33.424> up<00:25:33.570> with<00:25:33.667> that<00:25:33.846> idea.

00:25:34.300 --> 00:25:38.829
I<00:25:34.397> didn't<00:25:35.047> grab<00:25:35.209> someone,<00:25:35.680> bring<00:25:35.842> them<00:25:35.939> into<00:25:36.085> my<00:25:36.264> office<00:25:36.670> and<00:25:37.210> whiteboard<00:25:37.706> an<00:25:37.803> issue<00:25:38.043> we're<00:25:38.187> having<00:25:38.508> right<00:25:38.684> now.

00:25:38.925 --> 00:25:42.981
Like<00:25:39.806> that<00:25:40.512> is<00:25:40.688> the<00:25:40.848> power<00:25:41.554> of<00:25:42.115> collaboration.

00:25:43.317 --> 00:25:54.827
And<00:25:44.119> organizations<00:25:44.776> are<00:25:44.856> stuck<00:25:45.241> right<00:25:45.337> now<00:25:45.658> because<00:25:45.978> it's<00:25:46.139> kind<00:25:46.299> of<00:25:46.363> like<00:25:46.603> a,<00:25:47.662> there<00:25:47.822> are<00:25:47.902> either<00:25:48.046> organizations<00:25:48.687> that<00:25:48.848> are<00:25:48.944> like,<00:25:49.265> you<00:25:49.409> can<00:25:49.505> work<00:25:49.665> from<00:25:49.810> home<00:25:49.970> wherever<00:25:50.146> you,<00:25:50.387> whenever<00:25:50.691> you<00:25:50.852> want,<00:25:51.589> or<00:25:51.685> there<00:25:51.829> are<00:25:51.910> organizations<00:25:52.615> that<00:25:52.727> are<00:25:52.791> saying<00:25:53.096> you<00:25:53.256> have<00:25:53.433> to<00:25:53.513> be<00:25:53.593> back<00:25:53.833> in<00:25:53.897> the<00:25:53.978> office<00:25:54.234> 3<00:25:54.394> days<00:25:54.619> a<00:25:54.635> week.

00:25:55.356 --> 00:25:59.428
And<00:25:56.158> in<00:25:56.302> this<00:25:56.462> generation,<00:25:57.023> a<00:25:57.055> mandate<00:25:57.520> of<00:25:57.665> anything<00:25:58.803> never<00:25:59.107> works.

00:25:59.925 --> 00:26:03.099
I<00:25:59.941> mean,<00:26:00.246> just<00:26:00.486> try<00:26:00.646> to<00:26:00.871> ask<00:26:01.063> your<00:26:01.352> kid<00:26:01.528> to<00:26:01.608> go<00:26:01.768> do<00:26:01.865> something,<00:26:02.249> they'll<00:26:02.410> do<00:26:02.490> the<00:26:02.634> opposite.

00:26:05.541 --> 00:26:17.318
There's<00:26:05.766> an<00:26:05.846> opportunity<00:26:06.505> for<00:26:06.649> organizations<00:26:07.469> to<00:26:07.710> build<00:26:08.288> physical<00:26:08.819> environments<00:26:10.200> that<00:26:11.068> people<00:26:11.405> want<00:26:11.534> to<00:26:11.711> go<00:26:11.952> to<00:26:13.510> specifically<00:26:15.004> to<00:26:15.165> collaborate<00:26:15.904> in<00:26:15.985> the<00:26:16.081> manner<00:26:16.467> that<00:26:16.627> I<00:26:16.708> just<00:26:16.949> described.

00:26:18.700 --> 00:26:20.725
And<00:26:18.780> I<00:26:18.861> haven't<00:26:19.118> seen<00:26:19.375> it<00:26:19.503> really<00:26:19.680> happen<00:26:20.001> anywhere<00:26:20.403> yet.

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It's,<00:26:23.054> it's<00:26:23.215> kind<00:26:23.520> of<00:26:23.552> where<00:26:23.777> we<00:26:23.922> want<00:26:24.163> to<00:26:24.243> try<00:26:24.420> to<00:26:24.565> take<00:26:24.806> Coastal<00:26:25.609> over<00:26:25.770> time<00:26:26.107> without<00:26:26.589> mandating<00:26:27.216> anything.

00:26:28.260 --> 00:26:33.905
Because<00:26:28.662> I<00:26:28.758> do<00:26:28.919> think<00:26:30.182> You<00:26:30.279> know,<00:26:30.425> there<00:26:30.522> are<00:26:30.603> certain<00:26:30.911> times<00:26:31.234> when<00:26:31.315> you<00:26:31.412> just<00:26:31.639> get<00:26:31.898> more<00:26:32.141> done<00:26:32.529> when<00:26:32.691> you're<00:26:32.869> together<00:26:33.274> as<00:26:33.420> a<00:26:33.662> team.

00:26:35.119 --> 00:26:37.126
Yeah,<00:26:35.443> you<00:26:35.475> certainly<00:26:36.576> have<00:26:36.738> more<00:26:36.835> fun.

00:26:38.389 --> 00:26:45.089
So<00:26:38.599> how<00:26:38.696> do<00:26:38.842> you<00:26:38.939> define<00:26:39.182> culture<00:26:39.588> and<00:26:39.653> how<00:26:39.766> do<00:26:39.896> you<00:26:39.977> manage<00:26:40.464> culture<00:26:40.951> given<00:26:41.292> that,<00:26:41.762> um,<00:26:42.914> you<00:26:43.012> know,<00:26:43.223> we're<00:26:43.499> not<00:26:43.710> all<00:26:43.888> in<00:26:44.050> the<00:26:44.277> office<00:26:44.537> every<00:26:44.716> single<00:26:45.024> day?

00:26:48.408 --> 00:26:50.860
It's<00:26:48.668> harder<00:26:49.301> to<00:26:49.399> do<00:26:49.642> it<00:26:49.788> in<00:26:49.886> a<00:26:49.967> remote<00:26:50.292> environment.

00:26:51.916 --> 00:26:59.310
When<00:26:52.143> you<00:26:52.305> get<00:26:52.549> people<00:26:52.809> together,<00:26:53.767> the<00:26:53.864> relationships<00:26:54.595> they<00:26:54.822> build<00:26:55.736> The<00:26:56.064> bonds<00:26:56.474> they<00:26:56.638> make<00:26:57.359> are<00:26:58.834> lifelong.

00:27:01.260 --> 00:27:03.309
And<00:27:01.308> so<00:27:01.534> we<00:27:02.099> plot<00:27:02.438> those<00:27:02.664> things<00:27:02.971> out.

00:27:03.632 --> 00:27:09.250
You<00:27:03.955> know,<00:27:04.359> we<00:27:04.439> do<00:27:04.536> a<00:27:04.665> ton<00:27:04.843> of<00:27:04.924> stuff<00:27:05.327> like<00:27:05.650> this,<00:27:06.296> but<00:27:07.426> we<00:27:07.587> all<00:27:07.748> know<00:27:07.974> when<00:27:08.071> our<00:27:08.168> next<00:27:08.475> get-together<00:27:09.040> is.

00:27:09.766 --> 00:27:14.237
You<00:27:09.863> know,<00:27:10.008> we<00:27:10.105> do<00:27:10.250> an<00:27:10.396> all-hands<00:27:10.815> event<00:27:11.606> every<00:27:11.864> year<00:27:12.655> when<00:27:12.913> the<00:27:13.075> entire<00:27:13.462> company<00:27:13.801> comes<00:27:14.124> in.

00:27:14.285 --> 00:27:17.255
We<00:27:14.366> just<00:27:14.608> planned<00:27:14.850> that<00:27:15.076> out<00:27:16.238> a<00:27:16.367> couple<00:27:16.561> of<00:27:16.690> weeks<00:27:16.932> ago.

00:27:18.297 --> 00:27:20.642
But<00:27:18.556> we<00:27:18.685> don't<00:27:18.928> have<00:27:19.251> a<00:27:19.429> traditional<00:27:19.898> office<00:27:20.157> culture.

00:27:21.127 --> 00:27:44.490
Now,<00:27:21.450> I<00:27:21.612> will<00:27:21.790> say<00:27:22.324> the<00:27:22.566> other<00:27:22.744> thing<00:27:23.068> you,<00:27:23.805> need<00:27:24.047> to<00:27:24.209> do<00:27:25.584> more<00:27:25.827> consistently<00:27:26.797> if<00:27:26.959> you<00:27:27.282> don't<00:27:27.606> have<00:27:27.913> an<00:27:28.075> office-based<00:27:29.640> environment<00:27:31.345> is<00:27:31.425> you<00:27:31.490> have<00:27:31.602> to<00:27:31.747> clearly<00:27:32.149> define<00:27:32.487> your<00:27:32.632> values<00:27:33.211> and<00:27:33.292> you<00:27:33.372> have<00:27:33.533> to<00:27:33.678> constantly<00:27:34.080> remind<00:27:34.418> people<00:27:34.740> what<00:27:34.900> those<00:27:35.077> values<00:27:35.528> are,<00:27:37.459> and<00:27:37.555> you<00:27:37.700> manage<00:27:38.118> the<00:27:38.263> culture<00:27:38.826> around<00:27:40.214> how<00:27:40.617> we,<00:27:40.940> how<00:27:41.102> true<00:27:41.424> we<00:27:41.569> are<00:27:41.666> to<00:27:41.747> those<00:27:41.908> values,<00:27:43.780> if<00:27:43.909> that<00:27:44.006> makes<00:27:44.167> sense.

00:27:44.894 --> 00:27:45.442
Yeah,<00:27:45.055> for<00:27:45.281> sure.

00:27:45.539 --> 00:27:46.648
What<00:27:45.700> are<00:27:45.830> Coastal's<00:27:46.288> values?

00:27:48.809 --> 00:27:49.219
They're<00:27:48.973> simple.

00:27:50.980 --> 00:27:56.930
Respect,<00:27:52.604> innovation,<00:27:54.067> collaboration,<00:27:56.222> have<00:27:56.399> fun.

00:27:58.876 --> 00:28:07.393
You<00:27:58.908> know,<00:27:59.037> they're,<00:27:59.294> they're,<00:27:59.761> but,<00:27:59.938> but<00:28:00.098> we<00:28:00.179> talk<00:28:00.420> about<00:28:00.710> them<00:28:00.822> and,<00:28:01.048> and<00:28:01.209> we,<00:28:01.450> and<00:28:01.547> we,<00:28:02.594> we<00:28:03.979> highlight<00:28:04.591> them<00:28:05.155> on<00:28:05.251> a<00:28:05.267> monthly<00:28:05.734> basis<00:28:06.201> as<00:28:06.379> we<00:28:06.459> talk<00:28:06.701> about<00:28:06.926> customers.

00:28:07.506 --> 00:28:11.585
We<00:28:07.651> kind<00:28:07.892> of<00:28:07.989> try<00:28:08.247> to<00:28:08.311> tie<00:28:08.794> a<00:28:08.875> value<00:28:09.455> to<00:28:10.517> a<00:28:10.602> customer<00:28:11.043> narrative.

00:28:13.608 --> 00:28:15.190
As<00:28:13.707> CEO,<00:28:14.119> how<00:28:14.284> do<00:28:14.350> you<00:28:14.515> handle<00:28:14.927> this?

00:28:15.273 --> 00:28:31.265
Like,<00:28:17.456> kind<00:28:17.792> of<00:28:18.658> responsibility,<00:28:19.460> it<00:28:19.541> feels<00:28:19.926> like,<00:28:20.487> or<00:28:22.171> maybe<00:28:22.428> it's<00:28:22.572> real,<00:28:22.732> maybe<00:28:23.069> it<00:28:23.150> isn't,<00:28:23.551> where,<00:28:24.096> you<00:28:24.176> know,<00:28:24.497> you're<00:28:24.753> being<00:28:25.138> asked<00:28:25.379> to<00:28:25.539> comment<00:28:26.021> on<00:28:26.197> more<00:28:26.518> than<00:28:26.678> just<00:28:26.919> what's<00:28:27.143> happening<00:28:27.496> inside<00:28:27.801> of<00:28:27.881> your<00:28:28.026> company,<00:28:28.362> but<00:28:28.507> what's<00:28:28.683> happening<00:28:29.084> in<00:28:29.245> the<00:28:29.405> world<00:28:30.752> at<00:28:30.993> large.

00:28:31.330 --> 00:28:32.629
How<00:28:31.426> do<00:28:31.474> you,<00:28:31.715> how<00:28:31.811> do<00:28:31.955> you<00:28:32.051> think<00:28:32.308> about<00:28:32.533> that?

00:28:32.677 --> 00:28:33.543
How<00:28:32.773> do<00:28:32.837> you<00:28:32.950> manage<00:28:33.479> that?

00:28:33.655 --> 00:28:44.209
How<00:28:33.736> do<00:28:33.800> you<00:28:33.960> decide<00:28:34.939> when<00:28:35.243> you're<00:28:35.404> going<00:28:35.516> to<00:28:35.837> speak<00:28:36.238> about<00:28:36.462> something<00:28:36.863> that<00:28:37.729> really<00:28:37.842> doesn't<00:28:38.050> have<00:28:38.114> anything<00:28:38.387> to<00:28:38.419> do<00:28:38.467> with<00:28:38.612> Coastal,<00:28:40.376> but<00:28:41.178> your<00:28:41.274> employees<00:28:41.675> care<00:28:41.900> about,<00:28:42.461> your<00:28:42.557> community<00:28:42.958> cares<00:28:43.135> about,<00:28:43.504> all<00:28:43.536> that<00:28:43.744> type<00:28:43.921> of<00:28:43.985> stuff?

00:28:45.696 --> 00:28:50.780
I<00:28:45.841> think<00:28:45.937> it's,<00:28:46.162> that's,<00:28:46.500> those<00:28:46.677> are<00:28:46.726> the<00:28:46.822> powerful<00:28:47.144> stories<00:28:47.546> you<00:28:47.707> want<00:28:47.868> to<00:28:47.932> try<00:28:48.093> to<00:28:48.174> relate<00:28:49.477> to<00:28:49.573> the<00:28:49.702> company,<00:28:50.684> right?

00:28:51.150 --> 00:29:05.579
And,<00:28:52.679> and<00:28:53.483> you<00:28:53.644> also<00:28:53.966> have<00:28:54.305> to,<00:28:54.369> you<00:28:54.401> know,<00:28:55.417> I<00:28:55.659> think,<00:28:56.803> and<00:28:56.900> I<00:28:56.965> struggle<00:28:57.303> with<00:28:57.432> this<00:28:57.513> sometimes,<00:28:58.174> but<00:28:58.238> I<00:28:58.335> think<00:28:59.608> great<00:28:59.850> CEOs<00:29:01.381> are<00:29:01.704> always<00:29:01.946> inclusive<00:29:03.971> and<00:29:04.357> it's<00:29:04.936> never<00:29:05.113> about<00:29:05.338> them.

00:29:07.251 --> 00:29:09.084
You<00:29:07.332> know,<00:29:07.428> it's<00:29:07.830> really<00:29:08.071> about<00:29:08.554> the<00:29:08.634> employees.

00:29:09.824 --> 00:29:28.476
So,<00:29:10.737> if<00:29:11.058> you're<00:29:11.299> going<00:29:11.717> to<00:29:12.504> use<00:29:13.066> examples<00:29:13.645> or<00:29:13.709> stories<00:29:14.513> from<00:29:14.754> the<00:29:14.914> outside<00:29:15.557> world,<00:29:17.244> you<00:29:17.341> have<00:29:17.598> to<00:29:17.742> pick<00:29:17.983> ones<00:29:18.305> that<00:29:18.706> you're<00:29:18.867> pretty<00:29:19.172> confident<00:29:20.715> there's<00:29:21.036> a<00:29:21.342> commonality<00:29:22.081> across<00:29:22.482> the<00:29:22.563> organization<00:29:24.555> and<00:29:24.716> the<00:29:24.748> story<00:29:25.278> you<00:29:25.455> pick<00:29:25.776> isn't,<00:29:27.046> doesn't<00:29:27.287> exclude,<00:29:28.347> right?

00:29:28.588 --> 00:29:30.018
Like<00:29:28.669> I'm<00:29:28.845> a<00:29:28.974> huge<00:29:29.617> golf<00:29:29.858> fan.

00:29:30.179 --> 00:29:32.477
I've<00:29:30.259> been<00:29:30.356> playing<00:29:30.597> golf<00:29:30.774> since<00:29:31.063> I<00:29:31.159> was<00:29:31.304> a<00:29:31.882> little<00:29:32.284> boy.

00:29:33.730 --> 00:29:37.904
And<00:29:33.826> I<00:29:33.971> did<00:29:34.212> tell<00:29:34.453> a<00:29:34.469> story<00:29:34.935> last<00:29:35.257> week<00:29:35.353> to<00:29:35.433> the<00:29:35.562> whole<00:29:35.739> company<00:29:37.007> about<00:29:37.359> the<00:29:37.439> Masters.

00:29:39.267 --> 00:29:46.465
But<00:29:39.347> I<00:29:39.572> picked<00:29:39.812> that<00:29:39.940> because<00:29:40.149> I<00:29:40.229> was<00:29:40.453> like,<00:29:40.710> you<00:29:40.806> know<00:29:41.030> what,<00:29:41.575> this<00:29:41.736> is<00:29:41.816> the<00:29:42.072> one<00:29:42.457> golf<00:29:42.714> tournament<00:29:43.275> that<00:29:43.515> pretty<00:29:43.723> much<00:29:43.980> everyone<00:29:45.278> has<00:29:45.679> at<00:29:45.711> least<00:29:45.920> heard<00:29:46.304> of.

00:29:47.106 --> 00:29:52.027
And<00:29:47.459> I'm<00:29:47.988> not<00:29:48.148> going<00:29:48.260> to<00:29:48.404> look<00:29:48.629> like,<00:29:49.607> you<00:29:49.703> know,<00:29:49.847> I'm<00:29:50.168> picking<00:29:50.488> this<00:29:50.649> sport<00:29:51.049> that<00:29:51.210> no<00:29:51.354> one<00:29:51.466> knows<00:29:51.771> about.

00:29:52.075 --> 00:29:58.905
We<00:29:52.236> also<00:29:52.492> talked<00:29:52.749> about<00:29:53.278> the<00:29:53.695> women's<00:29:54.977> basketball,<00:29:56.259> the<00:29:56.340> NCAA<00:29:56.676> basketball<00:29:57.462> tournament<00:29:57.863> that<00:29:57.959> happened<00:29:58.247> a<00:29:58.263> couple<00:29:58.520> weeks<00:29:58.744> ago.

00:29:59.049 --> 00:30:06.599
We<00:29:59.129> talked<00:29:59.369> about<00:29:59.466> Caitlin<00:29:59.786> Clark,<00:30:00.251> like,<00:30:01.373> and<00:30:01.550> why<00:30:01.950> is<00:30:02.832> And<00:30:02.896> we<00:30:02.976> talked<00:30:03.217> about<00:30:03.329> the<00:30:03.457> South<00:30:03.714> Carolina<00:30:04.195> coach<00:30:04.515> too,<00:30:05.317> whose<00:30:05.477> name<00:30:05.653> escapes<00:30:06.054> me<00:30:06.134> right<00:30:06.359> now.

00:30:07.080 --> 00:30:15.945
But<00:30:08.827> that<00:30:09.068> was<00:30:09.228> a<00:30:09.485> current<00:30:09.885> event<00:30:10.286> that<00:30:10.430> I<00:30:10.446> was<00:30:10.671> pretty<00:30:11.008> confident<00:30:11.873> everyone<00:30:12.114> had<00:30:12.274> at<00:30:12.386> least<00:30:13.156> seen<00:30:13.653> an<00:30:14.117> Instagram<00:30:14.695> post<00:30:15.095> on<00:30:15.256> or<00:30:15.432> something.

00:30:16.859 --> 00:30:20.530
And<00:30:16.923> we<00:30:17.019> talked<00:30:17.243> about<00:30:17.420> teamwork<00:30:17.965> and<00:30:18.045> we<00:30:18.205> actually<00:30:18.526> compared<00:30:19.824> Caitlin<00:30:20.289> Clark.

00:30:20.610 --> 00:30:21.860
Why<00:30:20.722> did<00:30:20.882> South<00:30:21.187> Carolina<00:30:21.732> win?

00:30:22.149 --> 00:30:27.294
And<00:30:22.245> as<00:30:22.453> great<00:30:22.694> as<00:30:22.854> Iowa<00:30:23.191> was<00:30:23.511> and<00:30:23.591> as<00:30:23.736> great<00:30:23.896> as<00:30:24.136> Caitlin<00:30:24.377> Clark<00:30:24.697> was,<00:30:25.916> South<00:30:26.156> Carolina<00:30:26.557> played<00:30:26.669> like<00:30:26.878> a<00:30:26.894> team.

00:30:28.080 --> 00:30:30.238
Their<00:30:28.240> bench<00:30:28.417> scored<00:30:28.962> 41<00:30:29.430> points<00:30:29.689> in<00:30:29.769> that<00:30:29.995> game.

00:30:30.496 --> 00:30:32.046
Their<00:30:30.722> bench<00:30:30.851> scored<00:30:31.287> 41<00:30:31.788> points.

00:30:32.176 --> 00:30:33.500
I<00:30:32.337> was<00:30:32.515> bench<00:30:32.757> scored<00:30:33.145> zero.

00:30:34.210 --> 00:30:34.323
Yeah.

00:30:34.372 --> 00:30:36.730
So<00:30:34.517> we<00:30:34.614> kind<00:30:34.873> of<00:30:34.937> related<00:30:35.486> that<00:30:35.858> to<00:30:36.132> teamwork.

00:30:36.859 --> 00:30:47.421
And<00:30:37.020> when<00:30:37.182> you're<00:30:37.424> running<00:30:37.602> a<00:30:37.666> program<00:30:39.048> with<00:30:39.208> a<00:30:39.289> client,<00:30:40.639> make<00:30:40.735> sure<00:30:40.960> the<00:30:41.040> whole<00:30:41.217> team's<00:30:41.474> involved<00:30:42.020> and<00:30:42.085> make<00:30:42.181> sure<00:30:42.358> you're<00:30:42.438> passing<00:30:42.824> the<00:30:42.904> ball<00:30:43.547> because<00:30:43.868> that's<00:30:44.270> what's<00:30:44.431> going<00:30:44.575> to<00:30:44.672> deliver<00:30:45.941> the<00:30:45.973> most<00:30:46.198> value<00:30:46.664> and<00:30:46.745> the<00:30:46.825> best<00:30:47.002> ideas.

00:30:48.212 --> 00:30:58.724
I<00:30:48.358> think<00:30:48.519> South<00:30:49.036> Carolina's<00:30:53.523> coach<00:30:54.604> is<00:30:54.750> Don<00:30:55.073> Staley,<00:30:55.637> if<00:30:55.734> I'm<00:30:55.880> not<00:30:57.117> mistake,<00:30:58.091> I,<00:30:58.351> I<00:30:58.432> believe.

00:30:58.822 --> 00:31:02.443
Hey,<00:30:59.082> you<00:30:59.163> have<00:30:59.390> this<00:30:59.569> podcast,<00:31:00.933> um,<00:31:01.663> Customer<00:31:02.086> Obsessed.

00:31:02.492 --> 00:31:03.563
What<00:31:02.605> do<00:31:02.638> you<00:31:02.735> talk<00:31:03.060> about<00:31:03.287> on<00:31:03.450> there?

00:31:03.693 --> 00:31:04.115
What<00:31:03.807> is<00:31:04.018> it?

00:31:04.261 --> 00:31:04.830
What<00:31:04.359> is<00:31:04.440> it<00:31:04.586> like?

00:31:07.070 --> 00:31:07.860
Promote<00:31:07.344> it<00:31:07.570> for<00:31:07.747> us.

00:31:08.635 --> 00:31:14.330
Yeah,<00:31:09.038> well,<00:31:09.199> we<00:31:09.361> try<00:31:09.683> to—<00:31:09.990> look,<00:31:10.232> we're<00:31:10.748> not<00:31:10.974> getting<00:31:11.297> like<00:31:12.007> headline<00:31:12.894> actors<00:31:13.459> on<00:31:13.491> our<00:31:13.636> podcast.

00:31:14.830 --> 00:31:21.589
Like,<00:31:15.169> this<00:31:15.411> is—<00:31:15.637> I<00:31:15.798> try<00:31:15.976> to<00:31:16.137> find<00:31:16.460> people<00:31:16.702> in<00:31:16.863> my<00:31:18.073> network<00:31:18.653> and<00:31:18.734> in<00:31:18.799> my<00:31:19.040> walk<00:31:19.347> of<00:31:19.379> life<00:31:19.686> that<00:31:19.847> I<00:31:19.928> just<00:31:20.234> think<00:31:20.879> have<00:31:21.040> great<00:31:21.234> stories.

00:31:22.798 --> 00:31:26.700
And<00:31:22.975> have<00:31:23.216> had<00:31:23.537> interesting<00:31:24.018> journeys<00:31:25.303> and<00:31:25.383> we<00:31:25.480> always<00:31:25.688> relate<00:31:26.009> to<00:31:26.090> the<00:31:26.170> customer.

00:31:27.230 --> 00:31:34.166
We<00:31:27.310> talk<00:31:27.551> a<00:31:27.631> lot<00:31:27.808> about<00:31:28.578> career<00:31:28.916> paths<00:31:30.425> and<00:31:31.003> leadership<00:31:32.528> and<00:31:32.673> how<00:31:32.769> to<00:31:32.914> grow<00:31:33.235> in<00:31:33.331> an<00:31:33.412> organization.

00:31:35.242 --> 00:31:42.451
You<00:31:35.322> know,<00:31:35.483> I<00:31:35.579> try<00:31:35.740> to<00:31:35.900> point<00:31:36.141> things<00:31:36.527> out<00:31:37.169> to<00:31:37.329> our<00:31:37.426> listeners<00:31:37.988> that<00:31:38.871> they<00:31:39.112> might<00:31:39.369> not<00:31:39.674> know<00:31:40.139> about<00:31:40.782> certain<00:31:41.360> industry<00:31:41.922> trends.

00:31:42.805 --> 00:31:50.030
Like<00:31:43.029> we<00:31:43.126> had<00:31:43.431> a<00:31:43.591> wonderful<00:31:43.913> guest<00:31:44.234> on<00:31:45.037> a<00:31:45.053> month<00:31:45.293> ago,<00:31:45.534> Melanie<00:31:46.000> Husk,<00:31:46.401> who's<00:31:46.739> the,<00:31:47.606> CMO<00:31:48.103> of<00:31:48.264> Baptist<00:31:48.746> Health<00:31:49.147> down<00:31:49.292> in<00:31:49.388> Florida.

00:31:50.753 --> 00:31:53.257
And<00:31:50.833> we<00:31:50.913> just<00:31:51.058> talked<00:31:51.299> about<00:31:51.539> how<00:31:51.780> health<00:31:51.957> organizations<00:31:52.503> market<00:31:52.840> themselves.

00:31:53.563 --> 00:32:01.559
Like<00:31:54.510> most<00:31:54.911> consumers<00:31:55.393> don't<00:31:55.650> think<00:31:55.875> of<00:31:55.971> health<00:31:56.212> organizations<00:31:56.870> as<00:31:57.015> having<00:31:57.320> big<00:31:57.480> marketing<00:31:57.898> organizations,<00:32:00.049> but<00:32:00.226> health<00:32:00.467> organizations<00:32:00.949> market<00:32:01.189> themselves.

00:32:01.671 --> 00:32:04.417
And<00:32:01.816> she<00:32:01.992> talked<00:32:02.249> about<00:32:02.715> how<00:32:02.811> she<00:32:02.956> uses<00:32:03.213> technology<00:32:03.839> to<00:32:03.999> do<00:32:04.160> that.

00:32:04.481 --> 00:32:07.580
And<00:32:05.284> she's<00:32:05.509> also<00:32:05.766> been<00:32:05.926> there<00:32:06.071> for<00:32:06.873> almost<00:32:07.114> 20<00:32:07.452> years.

00:32:07.773 --> 00:32:12.220
So<00:32:08.238> how<00:32:08.270> do<00:32:08.335> you<00:32:08.415> survive<00:32:08.977> in<00:32:09.073> a<00:32:09.137> big<00:32:09.298> organization<00:32:09.876> that<00:32:10.085> long<00:32:10.502> and,<00:32:10.904> and<00:32:11.080> still<00:32:11.401> stay<00:32:11.626> passionate?

00:32:13.120 --> 00:32:14.088
We<00:32:13.232> talk<00:32:13.378> a<00:32:13.394> lot<00:32:13.539> about<00:32:13.701> passion.

00:32:14.443 --> 00:32:16.751
We<00:32:14.604> look<00:32:14.750> for<00:32:15.718> funny<00:32:15.976> stories.

00:32:18.155 --> 00:32:24.465
You<00:32:18.704> know,<00:32:20.075> what<00:32:20.237> happened<00:32:20.576> in<00:32:20.721> your<00:32:20.979> business<00:32:21.367> life<00:32:21.609> that<00:32:21.706> was<00:32:21.867> just<00:32:22.254> off<00:32:22.400> the<00:32:22.580> wall<00:32:23.088> that<00:32:23.563> had<00:32:23.678> an<00:32:23.744> impact<00:32:24.137> on<00:32:24.301> you?

00:32:24.563 --> 00:32:25.842
Who<00:32:24.875> are<00:32:25.038> great<00:32:25.235> mentors<00:32:25.629> you<00:32:25.776> have?

00:32:28.123 --> 00:32:29.224
We<00:32:28.209> try<00:32:28.346> to<00:32:28.467> keep<00:32:28.656> it<00:32:28.725> pretty<00:32:28.914> casual.

00:32:30.680 --> 00:32:31.051
That's<00:32:30.873> cool.

00:32:31.196 --> 00:32:33.748
But<00:32:31.665> it's<00:32:32.004> not<00:32:32.246> the<00:32:32.391> A-line,<00:32:32.973> the<00:32:33.134> headline<00:32:33.522> guests.

00:32:34.006 --> 00:32:37.333
Like,<00:32:34.426> you<00:32:34.523> know,<00:32:34.975> this<00:32:35.233> is<00:32:35.379> like<00:32:36.105> Monday<00:32:36.364> night<00:32:36.687> at<00:32:36.719> the<00:32:36.767> comedy<00:32:37.155> club.

00:32:38.124 --> 00:32:39.270
But<00:32:38.786> I<00:32:38.931> love<00:32:39.109> that.

00:32:39.602 --> 00:32:40.822
Yeah,<00:32:40.084> that's<00:32:40.324> incredible.

00:32:40.967 --> 00:32:41.818
That's<00:32:41.208> so<00:32:41.288> beautiful.

00:32:42.958 --> 00:32:43.488
Oh,<00:32:43.054> for<00:32:43.231> sure.

00:32:43.536 --> 00:32:46.956
We'll<00:32:43.696> put<00:32:43.921> the<00:32:44.017> link<00:32:44.242> to<00:32:44.323> your<00:32:44.419> podcast<00:32:44.965> in<00:32:45.045> the<00:32:45.141> show<00:32:45.302> notes<00:32:45.623> here<00:32:45.784> so<00:32:45.944> that<00:32:46.089> people<00:32:46.346> can<00:32:46.426> check<00:32:46.667> it<00:32:46.811> out.

00:32:47.694 --> 00:32:59.255
Um,<00:32:48.449> speaking<00:32:48.834> of<00:32:48.979> like<00:32:49.156> mentors<00:32:49.653> and<00:32:49.718> people<00:32:49.942> have<00:32:50.039> given<00:32:50.263> you<00:32:50.344> a<00:32:50.360> chance,<00:32:50.825> we<00:32:51.002> end<00:32:51.147> every<00:32:51.404> interview<00:32:51.869> with<00:32:51.982> this,<00:32:52.447> with<00:32:52.608> this<00:32:52.768> question,<00:32:54.037> and<00:32:54.133> that<00:32:54.438> is<00:32:55.016> at<00:32:55.113> CEO.com,<00:32:55.883> we<00:32:55.980> believe<00:32:56.220> the<00:32:56.301> chances<00:32:56.702> one<00:32:56.943> gives<00:32:57.344> are<00:32:57.425> just<00:32:57.601> as<00:32:57.666> important<00:32:58.051> as<00:32:58.131> the<00:32:58.228> chances<00:32:58.613> one<00:32:58.790> takes.

00:32:59.914 --> 00:33:04.409
And<00:32:59.978> when<00:33:00.138> you<00:33:00.299> hear<00:33:00.540> that,<00:33:01.439> sorry,<00:33:01.760> when<00:33:01.921> you<00:33:02.081> hear<00:33:02.306> that,<00:33:02.563> who<00:33:02.723> gave<00:33:02.948> you<00:33:03.061> a<00:33:03.125> chance<00:33:03.430> to<00:33:03.510> get<00:33:03.607> you<00:33:03.703> to<00:33:03.783> where<00:33:03.992> you<00:33:04.088> are<00:33:04.249> today?

00:33:05.357 --> 00:33:13.917
I<00:33:05.614> mean,<00:33:06.240> Marc<00:33:06.417> Benioff,<00:33:07.685> who—<00:33:09.131> I<00:33:09.163> mean,<00:33:09.372> I<00:33:09.452> was<00:33:09.564> this<00:33:09.773> little<00:33:09.950> peon<00:33:10.496> at<00:33:10.576> Oracle<00:33:11.476> right<00:33:11.620> out<00:33:11.781> of<00:33:11.861> college,<00:33:12.536> had<00:33:12.921> no<00:33:13.082> idea<00:33:13.242> what<00:33:13.387> I<00:33:13.451> was<00:33:13.563> doing.

00:33:13.965 --> 00:33:16.101
And<00:33:15.394> we<00:33:15.491> kind<00:33:15.699> of<00:33:15.731> connect.

00:33:16.197 --> 00:33:21.641
He<00:33:16.294> was<00:33:16.438> working<00:33:16.679> at<00:33:16.840> Oracle<00:33:17.145> at<00:33:17.177> the<00:33:17.257> time<00:33:17.578> too,<00:33:17.900> several<00:33:18.285> levels<00:33:18.542> above<00:33:18.863> me,<00:33:19.024> and<00:33:20.373> we<00:33:20.469> connected<00:33:20.935> over<00:33:21.111> something.

00:33:21.754 --> 00:33:36.017
And<00:33:21.898> he—<00:33:22.300> I<00:33:22.477> think<00:33:22.637> he<00:33:22.717> just<00:33:22.942> recognized<00:33:23.585> that<00:33:23.745> I<00:33:23.826> needed<00:33:24.083> some<00:33:24.307> guidance,<00:33:24.789> and<00:33:24.870> he<00:33:24.950> literally<00:33:25.271> took<00:33:25.432> me<00:33:25.480> to<00:33:25.528> lunch<00:33:25.913> one<00:33:26.154> day,<00:33:27.375> you<00:33:27.471> know,<00:33:27.616> in<00:33:27.744> his—<00:33:28.884> I<00:33:29.045> won't<00:33:29.206> even<00:33:29.382> tell<00:33:29.543> you<00:33:29.607> what<00:33:29.768> kind<00:33:29.848> of<00:33:29.928> car<00:33:30.121> it<00:33:30.330> was,<00:33:30.587> but<00:33:30.667> I<00:33:30.812> was<00:33:30.972> driving<00:33:31.454> like<00:33:31.711> a<00:33:32.193> old<00:33:32.739> Acura<00:33:33.077> Integra,<00:33:33.944> and,<00:33:34.185> uh,<00:33:35.246> he<00:33:35.326> took<00:33:35.487> me<00:33:35.567> in<00:33:35.647> his<00:33:35.872> car.

00:33:36.065 --> 00:33:36.836
It<00:33:36.113> was<00:33:36.274> much<00:33:36.451> nicer.

00:33:37.560 --> 00:33:44.886
Um,<00:33:38.218> but<00:33:38.363> we<00:33:38.459> kind<00:33:38.861> of<00:33:38.893> stayed<00:33:39.182> in<00:33:39.327> touch<00:33:40.291> and<00:33:41.351> I<00:33:41.496> ran<00:33:41.673> into<00:33:41.914> him<00:33:42.139> several<00:33:42.476> years<00:33:42.717> later,<00:33:43.119> right<00:33:43.280> when<00:33:43.440> he<00:33:43.537> was<00:33:43.681> starting<00:33:44.099> Salesforce.

00:33:45.931 --> 00:33:46.718
I<00:33:46.075> was<00:33:46.252> in<00:33:46.332> New<00:33:46.413> York.

00:33:46.814 --> 00:33:54.993
I'd<00:33:46.991> moved<00:33:47.280> from<00:33:47.441> the<00:33:47.537> West<00:33:47.778> Coast<00:33:49.064> to<00:33:49.160> New<00:33:49.289> York<00:33:49.482> City,<00:33:49.948> had<00:33:50.333> happened<00:33:50.574> to<00:33:50.655> run<00:33:50.831> into<00:33:51.072> him,<00:33:51.378> and<00:33:51.956> he<00:33:52.101> encouraged<00:33:52.583> me<00:33:52.631> to<00:33:52.743> start<00:33:53.081> a<00:33:53.563> consulting<00:33:54.029> firm<00:33:54.270> around<00:33:54.446> Salesforce.

00:33:55.893 --> 00:33:57.628
And<00:33:55.973> this<00:33:56.134> was<00:33:56.294> before<00:33:56.535> anyone<00:33:56.841> knew<00:33:56.921> what<00:33:57.017> Salesforce<00:33:57.483> was.

00:33:58.849 --> 00:34:01.756
This<00:33:59.025> was<00:33:59.186> when<00:33:59.331> they<00:33:59.491> were<00:33:59.588> probably<00:34:00.150> 50<00:34:00.471> people<00:34:00.856> in<00:34:00.889> San<00:34:01.097> Francisco.

00:34:02.061 --> 00:34:06.783
And<00:34:03.298> so<00:34:03.539> he's<00:34:03.764> always<00:34:04.005> been<00:34:04.181> a<00:34:04.246> big<00:34:05.274> idol<00:34:05.531> of<00:34:05.611> mine<00:34:05.996> and<00:34:06.093> mentor<00:34:06.334> of<00:34:06.478> mine.

00:34:06.880 --> 00:34:11.570
We've<00:34:07.056> done<00:34:07.217> a<00:34:07.233> lot<00:34:07.522> together<00:34:07.860> over<00:34:08.004> the<00:34:08.165> years,<00:34:09.128> but<00:34:09.225> there<00:34:09.321> are<00:34:09.450> a<00:34:09.466> lot<00:34:09.771> more<00:34:10.012> too,<00:34:10.189> like<00:34:10.831> giving<00:34:11.152> back.

00:34:12.919 --> 00:34:27.582
Like,<00:34:13.144> I<00:34:13.305> get<00:34:13.401> a<00:34:13.417> lot<00:34:13.883> of<00:34:13.963> gratitude<00:34:15.473> when<00:34:16.051> people<00:34:17.738> come<00:34:17.979> to<00:34:18.075> me,<00:34:18.525> or<00:34:18.701> I,<00:34:19.103> I<00:34:19.248> feel<00:34:19.665> a<00:34:19.745> lot<00:34:19.842> of<00:34:19.906> gratitude<00:34:21.191> when<00:34:21.352> people<00:34:21.673> come<00:34:21.898> to<00:34:21.930> me<00:34:22.074> and<00:34:22.219> ask<00:34:22.476> for<00:34:22.637> advice<00:34:23.440> or<00:34:24.483> you<00:34:24.563> know,<00:34:24.804> need<00:34:25.109> career<00:34:25.366> advice<00:34:26.008> because<00:34:26.651> first<00:34:26.827> of<00:34:26.892> all,<00:34:26.956> I'm<00:34:27.148> flattered.

00:34:28.562 --> 00:34:38.020
Um,<00:34:29.702> but<00:34:29.862> second<00:34:30.184> of<00:34:30.328> all,<00:34:31.292> you<00:34:31.324> know,<00:34:31.452> as<00:34:31.613> you<00:34:31.709> move<00:34:31.934> on<00:34:32.046> in<00:34:32.175> your<00:34:32.271> career,<00:34:33.877> you<00:34:34.022> realize<00:34:34.519> that<00:34:34.744> the<00:34:34.841> people<00:34:35.082> that<00:34:35.226> helped<00:34:35.483> you,<00:34:36.752> like,<00:34:36.912> you<00:34:37.073> need<00:34:37.233> to<00:34:37.314> become<00:34:37.571> that<00:34:37.731> person.

00:34:38.952 --> 00:34:39.771
So<00:34:39.257> I<00:34:39.417> love<00:34:39.658> that.

00:34:40.686 --> 00:34:41.939
What,<00:34:40.847> what's<00:34:41.023> the<00:34:41.184> tagline<00:34:41.666> again?

00:34:43.111 --> 00:34:46.692
The<00:34:43.191> chances<00:34:43.657> one<00:34:43.818> gives,<00:34:44.540> uh,<00:34:45.038> are<00:34:45.183> just<00:34:45.327> as<00:34:45.423> important<00:34:45.745> as<00:34:45.825> the<00:34:45.905> chances<00:34:46.242> one<00:34:46.403> takes.

00:34:47.607 --> 00:34:49.085
Yeah,<00:34:48.073> I<00:34:48.169> believe<00:34:48.410> in<00:34:48.475> that<00:34:48.555> 100%.

00:34:49.759 --> 00:34:53.742
I<00:34:50.000> also<00:34:50.145> had<00:34:50.273> an<00:34:50.402> interesting<00:34:51.543> like,<00:34:51.783> at<00:34:51.928> least<00:34:52.088> for<00:34:52.249> me,<00:34:53.051> career<00:34:53.292> development.

00:34:53.790 --> 00:34:59.022
And<00:34:53.870> then<00:34:53.950> I<00:34:54.046> started<00:34:54.464> my<00:34:54.592> career<00:34:55.555> in<00:34:55.635> the<00:34:55.716> Bay<00:34:55.796> Area<00:34:56.582> and<00:34:56.663> then<00:34:56.823> I<00:34:57.465> really<00:34:57.706> flourished<00:34:58.364> in<00:34:58.460> New<00:34:58.605> York.

00:34:59.167 --> 00:35:15.217
And<00:35:00.033> combining<00:35:00.515> the,<00:35:00.627> like,<00:35:00.916> that<00:35:01.157> West<00:35:01.398> Coast<00:35:01.719> attitude<00:35:02.216> with<00:35:02.361> the<00:35:02.521> East<00:35:02.617> Coast<00:35:02.922> attitude<00:35:03.564> and<00:35:04.945> looking<00:35:05.250> at<00:35:05.346> those<00:35:05.651> different,<00:35:06.052> like,<00:35:06.630> cultural<00:35:07.031> nuances<00:35:07.818> kind<00:35:07.978> of,<00:35:08.075> I<00:35:08.155> think,<00:35:08.476> helped<00:35:08.797> me<00:35:10.081> understand<00:35:10.723> customers<00:35:11.204> better<00:35:11.686> across<00:35:12.472> a<00:35:12.809> broader<00:35:13.050> spectrum.

00:35:15.682 --> 00:35:19.647
And<00:35:15.763> it<00:35:15.939> certainly<00:35:16.324> helped<00:35:16.501> me<00:35:16.581> with<00:35:16.726> my<00:35:16.886> career<00:35:17.223> because<00:35:17.528> I<00:35:17.544> was<00:35:17.769> a<00:35:17.801> little<00:35:18.026> bit<00:35:18.170> of<00:35:18.251> a<00:35:18.283> fish<00:35:18.588> out<00:35:18.732> of<00:35:18.812> water<00:35:19.149> in<00:35:19.262> New<00:35:19.390> York.

00:35:19.840 --> 00:35:23.480
Being<00:35:20.032> in<00:35:20.096> the<00:35:20.176> technology<00:35:20.609> space<00:35:20.994> because<00:35:21.956> everyone<00:35:22.261> was<00:35:22.357> in<00:35:22.454> the<00:35:23.239> States.

00:35:23.560 --> 00:35:24.538
So<00:35:23.705> it<00:35:23.737> was<00:35:23.865> a<00:35:23.961> differentiator.

00:35:25.565 --> 00:35:26.367
Are<00:35:25.629> you<00:35:25.725> still<00:35:25.902> in<00:35:26.046> New<00:35:26.110> York?

00:35:27.072 --> 00:35:27.185
Yeah.

00:35:27.970 --> 00:35:28.067
Yeah.

00:35:28.131 --> 00:35:28.644
That's<00:35:28.436> great.

00:35:29.478 --> 00:35:30.119
That's<00:35:29.654> very<00:35:29.895> cool.

00:35:31.002 --> 00:35:32.349
Uh,<00:35:31.162> hey<00:35:31.402> Eric,<00:35:31.803> thank<00:35:31.980> you<00:35:32.044> so<00:35:32.156> much.

00:35:32.718 --> 00:35:34.113
Seriously,<00:35:33.102> that<00:35:33.423> was<00:35:33.584> incredible.

00:35:34.450 --> 00:35:38.122
And,<00:35:34.850> um,<00:35:35.444> again,<00:35:35.749> we'll<00:35:35.973> link<00:35:36.133> to<00:35:36.198> your<00:35:36.310> podcast<00:35:36.951> and<00:35:37.016> your<00:35:37.112> book<00:35:37.352> and<00:35:37.416> all<00:35:37.513> that<00:35:37.673> type<00:35:37.849> of<00:35:37.898> stuff.

00:35:38.170 --> 00:35:39.213
Everyone<00:35:38.459> check<00:35:38.651> out<00:35:38.796> Coastal.

00:35:39.758 --> 00:35:40.239
Thanks<00:35:40.063> Eric.

00:35:40.303 --> 00:35:40.913
Thanks<00:35:40.480> for<00:35:40.560> coming<00:35:40.784> on.

00:35:41.747 --> 00:35:44.425
Well,<00:35:41.987> thank<00:35:42.228> you<00:35:42.308> for<00:35:42.388> having<00:35:42.725> me<00:35:43.190> and,<00:35:43.591> uh,<00:35:43.928> best<00:35:44.152> of<00:35:44.184> luck.

00:35:44.730 --> 00:35:45.275
I<00:35:44.810> love<00:35:44.954> your<00:35:45.050> show.

00:35:45.757 --> 00:35:46.143
Likewise.

00:35:46.400 --> 00:35:46.947
Thank<00:35:46.561> you<00:35:46.593> so<00:35:46.754> much.

```