The future of customer experience relies on combining high-level technical expertise in AI with uniquely human capabilities.

“If I could get some of the people in the room to realize you got to go really hard on both opposites. Become psycho expert on AI and then become remarkably good at understanding what becomes double offense on human capabilities that are not replicatable in the next 5 years in an AI world.”

A marketplace business succeeds by prioritizing and supporting its sellers.

“You talk to the sellers on the phone, you talk to the top sellers, you ask them what are the pain points, and you get the engineering team on the phone with the sellers, and you start basically banging them out.”

A business must obsessively remove points of friction for customers to ensure every person feels valued and entertained throughout their entire experience.

“The starting point of everything is what are the friction points from your fan point of view and then you can do it from your organization's point of view.”

The most effective way to provide exceptional service is to treat customers as unique individuals rather than as generic commodities.

“I could have given them I really do believe this and insert whatever you want here but a bottle of vintage Peron caviar wagu whatever it would not have had the same impact as the $2 hot dog because it would not have been specific to them the greatest connections the greatest gestures are those where”