What's up podcast listeners max Brown here, and I'm a strategist on team Gary today's episode is the note Gary didn't can

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Welcome Gary. Thank you. How are you? I'm great

Can't leave this weather

So I think we're gonna start out by talking about this emotion of connecting the dots

Maybe set the stage for a bit and then I'd love to get your thoughts on how we're thinking about things

So the first thought here is just that customer centricity is talked about too often

I've been saying this for decades and

And yet I think with all the data and technology that surrounds us

It's probably done right too rarely and we've barely scratched the surface of what's possible

So you know it makes sense why we're facing this conundrum

When we think about human on consumers not audiences these words that aggregate humans

But how I put the human at the heart of this and really help connect the dots across those things

Because in theory, you know, we use these words perhaps a little bit too much Gary

But you know we should be able to make experiences relevant frictionless smarter dynamic anticipatory connected

And I guess the question is is that theory or is that reality?

And just you know, when I think about why some of the things are theory and a versus reality

I guess part of it is organizational because if you put that customer in the heart of the experience

They are experiencing the brand promise from things that are in the CMOS control

And then a lot of stuff that's not in the CMOS control and the CMOS were left in this

Wonderful but frightening position of holding the bag all the responsibility for

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