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tell me about your vision?

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Well, I have a vision of a world where people

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can actually communicate with their organizations

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and have positive experiences.

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And that sounds like so simple.

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And it sounds like, well,

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there's a lot of companies doing it,

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but it's amazing how many people are not, right?

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And even when we start thinking about the age

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of artificial intelligence that people are calling,

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they're like, well, AI is going to solve this.

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And my belief is AI is actually just making it worse.

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The reality for all of us as human beings

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is that we want human connections.

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We wanna be able to explore

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and have unique individualistic experiences.

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And when we have problems within those,

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we want to figure out easy and fast ways to solve it.

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And again, sometimes people are gonna say,

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well, AI can solve those problems quicker.

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Well, maybe in other cases,

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you wanna actually talk to somebody,

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you know, talk through it and figure it out.

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AI is not empathetic.

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And every so often we need an empathetic ear

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to go through whatever the challenges are.

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So maintaining this human condition of creativity

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and connection and empathy while we are engaged

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with the brands that we want to engage with,

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I think is a huge challenge for a lot of organizations.

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And if all I can do is help one organization at a time

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better and improve that type of mindset, then great.

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That's what I'm here to do.

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How did you get started?

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Yeah.

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Well, this is, I've written about this.

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It's in my book.

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The first chapter of my book

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goes into some pretty good details, good stories.

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But I started working at a movie theater.

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And when I was at a movie theater back in high school,

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I was cleaning up auditoriums, you know, sweeping popcorn,

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making popcorn, selling at concessions, taking tickets,

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like, you know, everything that you would do

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at a movie theater.

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And I was told, you know, part of our training was

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the customer is always right.

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And we've all heard that concept before.

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You know, and some other things

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that were really deeply ingrained with me,

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I grew a passion for storytelling,

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obviously going in and watching movies

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and living in somebody else's either misery or success

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through film was a big passion of mine.

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And those things stuck with me.

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And as I got into technology and more professional businesses,

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the concepts around the customer always being right

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and how do you facilitate that?

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And then how do you leverage technology

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to ensure that the customer is happy?

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You know, how could you potentially predict

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what the customer is asking for

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before they even ask you for it?

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Which is another thing that we've often talked about

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in like hospitality and the Ritz-Carlton was big

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on this concept of, you know, figure out what they want

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before they ask for it, right?

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And then be able to deliver, you know,

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and I often bring that back to the day.

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That's what AI should be doing is it should be predicting

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what they want before they ask for it

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so that you can proactively go and help that customer

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and make sure that they are happy and successful.

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Like don't hand them off

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and expect the AI to fully do it for you.

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That's a disconnect, right?

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Get the intelligence, that's part of this.

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And so, yeah, movie going and storytelling

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and, you know, and customer experiences were all rooted

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right from my very first job.

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And as I progressed, I started to see a strong need

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for better understanding the experiences of consumers

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and how technology can benefit that.

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And one of the interesting things that I saw often,

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which goes back to how we started the conversation,

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is that the business side of a company

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often doesn't talk to or even understand

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the technology side of a business.

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And the technology side doesn't understand

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the business side either.

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They're literally individual silos

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and very rarely are they communicating

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and trying to understand like,

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why am I building this technology?

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How does it benefit the business?

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Or the business asking for something

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without even understanding

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if the technology can do it or not.

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And again, these problems are persistent

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across all organizations.

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And so I began to act more or less as a interpreter.

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Right, so interpreting the business

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and technology requirements and visions and needs

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and be able to bring those sides together

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to build solid products and experiences

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and technologies meant for consumers.

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And really my entire career has been around

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that concept.

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Thank you for being here today.

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I'm really happy that you tuned in to Vision Pros Live.

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I'm looking forward to seeing your reactions

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as these episodes continue to move forward.

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This is gonna get more and more fun.

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We'll have more and more engagement as well.

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We'll invite people to participate in the show

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and thank you for giving us your time and attention.

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Have an excellent time building out your vision

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and becoming a Vision Pro yourself.