100 Conversations Later: The Voices That Shaped inService

00:00
John Carroll
Good afternoon, good morning, good late afternoon to some of you. My name is John Carroll. I’m the CEO and founder of the Service Council, and welcome today’s In Service podcast series. Discussion here today feels especially meaningful. It is our 100th episode and I had cool in the gang, celebrate good times all queued up and audio doesn’t come through, so now I can’t even do it. But anyways, balloons can go everywhere because it is our 100th episode and what a. What a journey it’s been. So many interesting and amazing discussions and I’m just so incredibly humbled and grateful for our audience’s commitment to learning through this platform and the commitment to contributing to the platform. We’ve had so many contributors over the years. I can’t thank all of them enough over that time frame. How meaningful it’s been to us personally.

01:11
John Carroll
But for the broader community, it has truly been services, humanity in action. So thank you for doing good for the community. I am joined by my colleague, Gerardo Pelayo. Gerardo has become co host of this thing and man, he’s building a name for himself out there and doing great research and really appreciate Gerardo’s growth into this community. Similarly, and sharing these responsibilities has been a great joy for the last couple years at your addition to the team as Chief Research officer. So thank you, Gerardo, for all that you do.

01:46
Gerardo Pelayo Rubio
Thank you, John.

01:47
John Carroll
Outstanding. Gerardo’s going to actually interview me today. This is an interesting change here, but, you know, one of the things I was reflecting on coming into this thing was so we look at statistics, we look at growth. Last year we had 9,000 listeners to the In Service podcast series. Amazing, right? One of the things that I was looking at is how often do they listen? Do they stay with us? Do they, do they journey with us? Only for a part of that discussion do they unpark themselves, you know, and get bored of it. What, what’s happening inside it. And these events are meant to be 30 minutes in duration. Well, those 9,000 listeners average listening time is 29 minutes per, so I was so proud of that.

02:34
John Carroll
And it’s just something that we reflect on as a team as such a proud moment that we’re creating meaningful dialogue and it’s resonating and it’s. And it’s a great resource for our community. So without further ado, I’m going to turn things over to Gerardo. We’re going to get this discussion going. This is an AMA. If there’s people on LinkedIn, we see you Hello. If you’d like to shoot me some questions, by all means, come at me. We’ll do our best to think on our toes. But Gerardo, I’ll turn things over to you. Thank you for interviewing me today. And, and thank you for all the good work you’ve been doing for our organization and community.

03:08
Gerardo Pelayo Rubio
Excellent. Thank you, John, for letting me be part of this story. Many congratulations on 100 episodes to you and the larger Service Council team. The first thing that I’d like to know is why did you start this? What originally sparked the idea for having an in service podcast? And why is it valuable still?

03:30
John Carroll
Yeah, thanks, Gerardo. So when we launched this thing originally, the idea was pretty simple, right? How can we create a platform for service leaders? Because they needed a voice and they needed a platform to learn, right? And so at the time, most of the content were seeing out in the marketplace, a lot of commercially oriented, technology oriented discussion and we wanted to create a broader platform. How could we broaden the discussion? I remember James Mylett, one of our long standing board members and friend and colleague, said to us, how does the Service Council become the lighthouse for the service community? Right. When you’re in those stormy seas and you’re looking through the fog, how do you look for the lighthouse in order to direct you and steer you? And that really has stuck with me over the years.

04:22
John Carroll
So we just felt like the industry needed a space. The naming convention of this thing is the whole concept here is trends in service, little I, big S, capital on the important word here. Right? And so it was necessary then because service, you know, was entering a period of reinvention when we started this thing. And it’s still very relevant now because, you know, if you look at today, that reinvention hasn’t stopped, right? And it’s not only hasn’t stopped, it’s accelerated in many regards. And so, you know, the podcast has become a living archive of how service has evolved in real time. And it’s been something that a lot of our community has reflected on is a quick sync, you know, validation, invalidation of what your line of thinking is. And from that point of view, it’s been very rewarding.

05:16
Gerardo Pelayo Rubio
No, I agree. And I’ll point out you spoke about how service has changed so much just in the two years that I’ve been here, and I’ve been in the space for over 15 years. But the transition from being a cost center to being a, a profit center and everything that entails from the KPIs, the processes, the technology that comes into play. It really gives purpose and makes me proud to be part of this platform. I want to go back to those origins. The first guest that we had in the In Service podcast, the first service leader, was a man by the name of Bob Feiner, your co author. The impact of the New Normal in field Service was the. The title of that. And this was all the way back on June 30, 2020. So massive disruption at the time for the service industry.

06:11
Gerardo Pelayo Rubio
I do want to get your perspective around that and hold on, because so apologies for that. This rarely happens, but I. Are you also getting this, John?

06:24
John Carroll
I am.

06:27
Gerardo Pelayo Rubio
I think we have a.

06:32
John Carroll
Door.

06:34
Gerardo Pelayo Rubio
It is the same. Bob Finer. Welcome, Bob.

06:39
John Carroll
Is that Mr. Feely collecting his rent check?

06:44
Bob Feiner
What’s going on?

06:45
John Carroll
Hey, Bob, welcome to the discussion. Thanks for joining.

06:48
Bob Feiner
This is a surprise to be here.

06:50
John Carroll
Outstanding. I love it.

06:51
Gerardo Pelayo Rubio
It is a surprise. We wanted to go down memory lane and to give it some authenticity, Bob agreed to join us for the duration of the podcast. So I would actually like to address the question to both of you and welcome, Bob. I will ask you to introduce yourself when you provide your answer. Just for the couple of people that might not know you in this space, but to both of you, what is it that you remember about the era of Service back in 2020? How has the industry changed? How has it evolved since that first episode? John?

07:27
John Carroll
Yeah, I’ll take the first swing at that one. How about that, Bob? So first of all, what a uncanny thing that Bob Finer was the first guest on the podcast and then roll the movie forward and, you know, hit his retirement after amazing career at Dell Technologies and running global service. And now he and I are co authors of the book Services Humanity.

07:54
Linda Tucci
So.

07:55
John Carroll
Geez, I didn’t even know that you were the first guest on that. Well, shame on me. So good on you.

08:00
Bob Feiner
Honestly, I didn’t either.

08:03
John Carroll
But it makes sense, right? It makes a lot of sense. So, you know, look, 2020, like back at that time frame, you know, it was a period that was just. It was amazing disruption, right? The COVID pandemic really threw us all for a loop in terms of safety protocols, in terms of supply chain disruptions, digital acceleration work from home. It was a period where, you know, there was just a crazy amount of disruption. There was also one of the things that I look back at is how resilient service leaders were during that period. Right. Service was really one of the things that made the world run. And so what an amazing thing that service leaders were resilient throughout that entire process. Since then We’ve seen massive acceleration of remote diagnostics. We’ve seen a lot of growth in other aspects of it.

09:04
John Carroll
But what hasn’t changed, the front line remains the heartbeat of the enterprise. The customer expectations continue to rise. Service leaders still operate at that intersection of cost and customer intimacy and revenue growth and keeping the world moving in a way that’s meaningful. That was my reflection on that first episode and that timeframe, that era in service, it was just wild. But Bob, I welcome your reflections.

09:34
Bob Feiner
Yeah, no, look, first of all, thanks for the introduction. As John mentioned, I was at dell technologies for 26 years, ran our field services as well as tech support in my last role. And I think that time it was an era of transformation. Obviously we had to go through a lot of challenges around lockdowns and what that meant logistically and how to get agents out to customers safely and securely. But it also resulted in transformational technologies that I think continue today, including things like an uber like experience for field service agents where you can actually see who the agent is coming to your place of business or home, you can rate them, you can track them, et cetera. And I think that’s becoming more and more prevalent. And it was something that we had launched right around that time frame.

10:33
Bob Feiner
And I think it also drove a faster implementation of digital services that could help customers solve their problems on their own without having to have the involvement of a field service agent. But once you did have to have tech supportive field service agent involved, they had more information to be able to solve the problem. So I think it was a pretty unique period that obviously has continued to transform the industry.

11:07
Gerardo Pelayo Rubio
Thank you for that, Bob. And so you’ve been a guest before, you been a contributor to Service Council quite often. I’d like to give you the opportunity to be on the other side of the table. Why? Now that John has agreed to be the guest, so to speak, today, is there a question that you’d like to throw his way?

11:24
Bob Feiner
Yeah, I got two questions. First one is where are the Red Sox going to finish up this year?

11:28
John Carroll
Oh, man.

11:29
Bob Feiner
And then the second one is what are you most proud about from the In Service podcast series?

11:35
John Carroll
Oh, great. Two great questions. I’ll quickly answer. The Red Sox, I think they’re going to beat expectations. I don’t think they are going to win the division. I still think Blue Jays and Yankees are gonna battle it out. We’ll see who wins it out. I, I have a feeling the Yankees are going to have a hell of a year. So I think the Yankees are going to win the division. We’ll get the, we’ll sneak in by way of the wild card, I think. And, but I think if you’re a betting man, I would take the over in terms of wins. I think it’s going to be a pretty good season. I think the line is set at like 87 wins or something like that. I see him winning something like 92. That’s my guess.

12:12
John Carroll
So we’ll come back to this and see how accurate I was.

12:15
Bob Feiner
Yeah, we’ll come back in October.

12:17
John Carroll
Red Sox fan, what am I most proud of? I am most proud of, you know, that this has become a trusted space. Right. Leaders come on, you know, not to promote, but to reflect honestly. They bring their experiences, they’ve canned up their experience into a resource for others. And, you know, that really is at the heart of Services humanity. And I just love it. There’s been a lot of huge names on this podcast and then there’s been a lot of like, smaller named people, smaller named brands. And I love some of the extracted viewpoints and strategies that we’ve found from small mid and large organizations all the same. So that was, you know, one of the other proud things of it is that really doesn’t matter. Strip the brand.

13:08
John Carroll
It’s all about the human experience and what have you acquired over that period of time. My most important, I’ll tell you, there was one episode. I simply reflect on it as a moment that led to so many other things. And, you know, everybody knows and loves Linda Tucci. She’s one of the spokespeople for service. She’s been a friend and colleague for almost three decades, for crying out loud. I’m old. But Linda has been a source for me validating and invalidating some of my own thinking over the years. You know, the data, it’s telling me this bullshit, John. Real life is this, right? And Linda has always kept it real and brought it. But she came on an episode with her colleague Bob Downey, her colleague and friend Bob Downey.

14:02
John Carroll
And they, you know, just so, you know, amazing strength shared their journey, their own personal health journey in terms of their battle with cancer and the patient experience. And it actually was a catalyst to me figuring out Services Humanity to make it more than just an award at the symposium, but to actually turn it into book to a book, which is where Bob and I now collaborate on. So the concept of Services Humanity coming to philosophy and a framework for organizations. So I would say that episode was one of the most pivotal in our company’s history. Quite honestly. And. And I have to tell you, it was really hard to hold back the tears through that entire episode. So. Linda has always been a big. One of my biggest. I’m her biggest fan. So.

14:57
Gerardo Pelayo Rubio
Yeah. So, John, I will say it gives me chills to hear you say this for two reasons. One, it comes across like truly authentic. You’ve always been a great communicator. The other thing is, I was looking outside and guess who’s joining us.

15:17
Bob Feiner
You’re killing me.

15:21
John Carroll
I had no idea you guys were coming.

15:22
Gerardo Pelayo Rubio
This is outstanding for our listening audience. You may or may not believe this, but one of the things that we always do is we plan for the topics that we want to cover within the podcast. One of the things that we also always do is make sure that it’s not scripted. I had no idea what John’s answers were going to be, and he had no idea that were going to have guests. Additional guests to this celebration. So, Linda, I’m so happy to see this full circle. Welcome.

15:54
Linda Tucci
Thank you.

15:56
Gerardo Pelayo Rubio
Thank you for being here. I was telling Bob, you’re usually sitting at the other end of the table. We’re picking your brain, like, asking you for help all the time, and you always deliver. This is an opportunity for you to be on the other side of it. Why don’t I give you the microphone and let you ask John some questions?

16:16
Linda Tucci
Fabulous. Yeah. And I will go back to that moment. I remember Bob and I were discussing about the value that we had in consuming our healthcare experience, and we wanted to share it, and you didn’t hesitate when I approached you. So thank you for that because I think it took courage on both of our sides. I will also say congratulations on the 100th episode. It’s amazing how time flies. And thank you for your tremendous contribution to the service community and all your kind words. You may have touched on this a little bit because I was listening from the backstage, but I really would like to know where most in these decades has your perspective on service evolved and what has truly been reinforced over these years?

17:07
John Carroll
Yeah, I love it. So here’s the big thing. I would say. So I was actually looking at the. The grounding themes for our symposium year over year for the last six years. And that’s really anchor point on what are the overarching thematics of the annual period, because we really exhaust ourselves trying to figure out what is happening, how can we help solve it, move forward, et cetera. And it actually told an interesting story. So in 2019, it was services, humanity. So celebrating the importance of service being a function of human connection. 2020 digital journeys. Timely, right? Pandemic. Holy shit. Then 2021 was service reinvented. So emerging from the pandemic, how do we reinvent? How do we take things forward? 2022, how do we take things forward? Right. So service reinvented, then we move to service forward. 2023, service journeys.

18:13
John Carroll
So how do we not only move things forward, but how do we consider all the different customer journeys in terms of channel dependency, the evolution from being too dependent on remote in the height of the pandemic to field dependency, to how do we eliminate service altogether, all Those different journeys? 2024, human connected digital journeys. So how do we connect the digital journey, the human side, together in one path? Right. 2025, harnessing humanity and technology for next level service. So how do we harness both? And right. Not or not one or the other. They’re not adversarial, they’re together. And 2026, shameless plug. The symposium theme is the Service First Enterprise Building Growth through Symbiosis. So this whole concept that people and technology will grow together, moving forward symbiotically.

19:07
John Carroll
And it’s not just technology, it’s service and engineering, service and supply chain service and human capital, service and service. And Right. So many meaningful opportunities to build symbiosis across the organization, to get service represented as truly the profit lever and the opportunity that it creates. I would say that the big overarching thing that has been consistent is that service is underrepresented still, if we’re being honest with ourselves.

19:43
Gerardo Pelayo Rubio
Right.

19:43
John Carroll
If we’re truly being honest with ourselves, it is underrepresented. I do this annual observation and analysis of Fortune 500, Fortune 100 companies, less than 15% of which have a chief Service officer by role and function. So, you know, I think that’s the biggest grounding theme that still exists, that it’s still underrepresented. We’re making progress. I keep saying that, but there’s still so much more opportunity. There’s more meat on the bone, as they say. And service is not just a department, it is a. It’s an operating philosophy. And so that, I would say, is the biggest thing that I take away, which kind of stands the test of time in terms of any decade.

20:25
Gerardo Pelayo Rubio
So, yeah.

20:26
Linda Tucci
Here, here, John, I always find you so insightful and predictive because I like you, hope springs eternal. And yes, I agree that the Red Sox will beat expectations. So I’d like Bob to know that. So awesome.

20:42
John Carroll
I love it. I love it, Linda. Thank you for being such a friend and colleague over the years. You’re amazing. Thank you.

20:48
Linda Tucci
Thank you.

20:50
Gerardo Pelayo Rubio
Beautiful. And that’s a great analysis, John. And indeed, I’m very much looking forward to a lot to your selfless pitch. It’s a really strong agenda that we’re building this year, and it’s an even stronger community that we keep growing in quantity. We maintain the same quality, which I’m extremely proud of. I thank you both, Bob and Linda, for setting the example, setting the bar, and helping us achieve that. So hopefully many of you will be able to join us in Chicago, come in September. And so, John, one of the other things that I’d like touch on is. And so I’m getting overwhelmed here, I think we have even more people coming in. Is that. Let me double check this, because I think we have another giant in service coming in. Rob Aragorn. He, he, he’s traveling.

21:55
Gerardo Pelayo Rubio
He’s in the middle of, of strategic meetings with his team, but he said he wanted to be here. We’ll see if we can get his connection, working. But one of the things while we do that, I’ll tell you one part of why this is such a big thing for me. The first year that I joined Service Council, at the executive symposium, we do the advisory board session, and I was tasked, and thank you for the trust, John, with coordinating that. We did a little bit of an icebreaker, and I told people, hey, make sure that you ask and share with the others in your table five things about you that are not related to work. Get to know yourselves. This is a community. Get to know yourself.

22:49
Gerardo Pelayo Rubio
And while that was going on, I went over to John and I said, yeah, so, I mean, you put this advisory board together, for how many of them do you know? Five things. You know, 10 things without missing a bit. John said all of them, like, easy. And you don’t know this John, but that really showed me how much you care, truly care about the community, about the depth and the responsibility that comes with that. It’s, this is not entertainment value. It’s. It’s a responsibility. It’s a privilege to get airtime with all of these wonderful people, wonderful leaders and the community that you built and that we have the privilege of being a part of. It’s something truly great with that. Rob, I think we have you on the line. Can you hear us? You might be muted. We’ll give you one quick sec.

23:56
Gerardo Pelayo Rubio
So if you do get your audio, Rob, do jump in and interrupt Me. But for her listening audience, I’ll carry on. Because one common element that those of you who have been following Service Council for a while, you might see is that Bob, Linda and Rob are actually all recipients of the Services is Humanity Award. Even when were planning this surprise, we didn’t internalize it, we didn’t notice it until after the fact. And it was like, wow, things really do come together. It was another nice serendipity, Bob. Now you become a co author of John and that book. We see the concept. There you go. It’s really getting significant traction across the service community, strongly resonating. So the question is, what does Services Humanity mean to each of you? Bob, I’ll start with you, then I’ll go to Linda and wrap up with John.

25:08
Gerardo Pelayo Rubio
But why is it that this idea is so critical? Is it important in this technology driven service world that we’re living in?

25:18
Bob Feiner
Well, hopefully it means a lot of book sales to me. That’s, that’s. But. And then follow on engagements and available on Amazon from all your more of your buy. But look, I think what the elements of the book are and what it talks about is essentially that even with all of the great technology that’s coming out at the end of the day, service is a person to person interaction. And so you got to make sure that humanity part of that service is embedded in whatever transaction you’re doing with whatever customers you have. And I think that’s what resonates, I think with people is it’s almost somewhat a back to basics of get back to what that human touch is and what that enables. And I think that’s really what it means to me.

26:15
Linda Tucci
Yeah.

26:16
Gerardo Pelayo Rubio
Want to follow that, Linda?

26:20
Linda Tucci
You know, I’ve always said that service is humanity for me is impacts how I lead. Right. It means leading and serving in a way that honors people first. Because we know that when employees feel heard, respected, empowered, good things happen, great customer experiences, business results, et cetera. And I think the concept of Services humanity is increasingly important, right. We’ve got so much happening on the front lines. I mean, even in my own organization, we’re pounding our front lines with change. You know, we talk about AI literacy, governance, workflows. What do we pick? But we’ve got to address so much, right. And I think we have to even more than ever be intentional that we focus on the human connection. Right. If we truly want to keep it at the center.

27:12
Linda Tucci
And we just had a conversation yesterday that something, I don’t want to say worry, but I think requires more attention. Is that as much as we’re looking at how we upskill the frontline and address the frontline, we also have to invest in the human skills that leaders will need to guide through AI. For me, service is humanity is really at the core of keeping that connection alive.

27:42
John Carroll
I love it. I love it. I can’t take all these surprises. My goodness. You know, I’m an old man now, Gerardo. You know the heart. I’m not sure the heart can take it here, but no. Amazing. Sorry, Rob. You had some technical challenges. You’ve been an awesome contributor, partner, friend, colleague. Thank you. So we’ll catch you on the next episode. Maybe we’ll put him on the next in service podcast episode, get his viewpoints. Just to follow Bob and. And Linda. You know, I think they nailed it, right? They. They nailed it. And Bob, I might be like, soon on retirement just like you because of all the book sales, by the way. So, so here we come. We’ll go to a Red Sox game. But here’s the thing that I think does not work in harmony.

28:31
John Carroll
You’ve got, you know, service leaders pressure that is requiring more automation, reduce cost, get more efficiency, drive revenue growth. And so how do they. They turn their attention towards technical improvements, digital journeys, AI. Many organizations have cited how much they’re reducing headcount in terms of support centers because of all these newfound capabilities. And at the heart of service, customer loyalty is driven through emotion. It is a human connection. And so we’re almost working against the grain in terms of why customers buy, why customers remain loyal. I ask every service leader, what is your differentiation? Without question, immediately, our people so like it. Ha. We have to think about how do we automate, how do we journey map all these customer pathways and how do we infuse that human emotional connection where those moments matter. So I still think that’s being figured out right now.

29:46
John Carroll
But that emotional side of things is really what services humanity is all about.

29:52
Gerardo Pelayo Rubio
So I love everybody’s perspectives on this. I’m going to be smart enough not to try to add to it and just let it sit and our audience enjoy it. I did get a quick question from Robo over text and again, congratulations. And I’ll open it up for anybody who wants to share in that and we’ll wrap after it. It’s 100 conversations later and one of the bad reps that podcasts could have, it’s. There’s a lot of talking and there’s not enough of doing right. So in your Experience, lessons learned. What is it that separates the leaders, the organizations that truly transform versus the ones that just talk about it.

30:43
John Carroll
John, I’ll start, I’ll kick things off and then we’ll let Linda and Bob fill in the gaps. So one, three things. One, leadership alignment transformation starts at the top and it stays there if you don’t permeate it across the organization. So leadership alignment, recognition of service is important, is step one. Number two, you’ve got to involve your frontline. You’ve got to be inclusive in terms of change management, in terms of, you know, delivering on the experience. If you want to learn about those moments of opportunity, you’ve got to involve your frontline in those transformational pathways. Elizabeth Dixon, Chick Fil a talks about how customer experience is the overflow of employee experience. Listen to your front line in terms of those change management opportunities. And lastly, operational discipline strategy without execution metrics is theater. Right. So what are we measuring?

31:47
John Carroll
What is causal to achievement or erosion of our success? What defines success? Are we measuring success correctly? Right. And that’s kind of a preamble potentially to one of our keynotes at the symposium. But what is, how are we keeping score and what is contributing to the achievement of that score or the lack of achievement of that score? And so those are the three things that I would point to and I’ll let Linda and Bob fill in some of the gaps here.

32:19
Linda Tucci
I think that was a mic drop moment actually. John, you know, I would reiterate, you know, it’s interesting, at last year’s symposium with Elizabeth Dixon, you know, colleagues and I, we walked away with an exclamation point during that keynote which is really to focus on automating the transactional so that you can elevate the relational. So for us it’s really important that we as leaders model the way clarity is key. You know, we’re reframing our three year strategy and. Right. Our jump starting right now, communication across the organization to make sure that the front line not only understands and has clarity, but understands that their voice needs to be heard. Right. Because so that they’re part of it.

33:03
Linda Tucci
You know, we’re talking about not only in being very clear on the results we need to achieve the rigor by which the road will achieve it, but also resilience. Right. Because I made a comment regarding the degree of change, are we building resilience and also the environment that we’re creating. Those are just the top of mind points I would add.

33:29
John Carroll
Love it. Great stuff.

33:31
Bob Feiner
I mean, I don’t really have anything to add, I mean, you guys hit all the key points. Look, I think again, back to the point of services Humanity. At the end of the day, services is human to human interaction regardless of what technology is used to enable that. And I think keeping people at the forefront, no matter where they are in the organization is key and critical to enable that culture of that human to human interaction. And having people be treated the way they’d want to be treated or you’d want to be treated, I think is the essence of what that’s about. And I think we see that in some of the successful things we talk about at the symposiums and what’s in the book.

34:26
Bob Feiner
And those things really show the human touch that go beyond what the technology may have been to get somebody to a service interaction that’s meaningful and emotional and gives people positive views of whatever brand they’re engaging with.

34:47
John Carroll
Absolutely. Bob and Linda, you guys both nailed it. And Linda, you kind of made me want to revisit something I talked about when I introduced our theme for this year for the symposium, and that is that comment automate the transactional and elevate the relational. You gotta really be careful. Right. Because every customer touch point is a conversion moment. Right. So are we automating the wrong things? You gotta be very careful. So that’s one thing and then the second thing I’m. There’s this bodybuilder that I’ve been following because he’s just an amazing guy. His name is Chris Bumsteads. He’s like the six time classic division winner. He’s amazing.

35:31
John Carroll
And, and you know, the bodybuilders, they have their major events that they go to and compete in, the Mr. Olympia and then they go to all these other events, the Arnold Schwarzenegger Classic and they have all these other regional events that take place. Well, Chris had a podcast that I caught on to yesterday or the day before over the weekend and he said, you want to know why I won? And I always told my competition this because I only went to the one that I wanted to win. I was focused one goal, one thing. And I feel like sometimes we dissipate the focus and attention towards that singular focus or those three things we can conquer and we try to conquer too much. And so how do you know the master of none, whatever that quote is? Right? I think that is really true.

36:23
John Carroll
I think that we’re, we need to stay centrally focused on the core objective and not spread ourselves too thin and trying to conquer the world. I think that’s another thing. So anyways, that’s to you Hara, at.

36:38
Gerardo Pelayo Rubio
The risk of distracting us from this great nuggets, I I do want to share one minute some observations, some things that you inspired. And yesterday I was writing a post in response to another of our advice report members, Karen Hamill, thinking of when is it that organizations decide to just stick with what they’re good at and not be willing to upskill to truly innovate and just go for this incremental improvements. Right. It happens at the individual level. She was talking about AI literacy and how important it is. Well, if we elevate that to the organization, how often, how many times organizations missed on that resilience, miss on that innovation because they fear or do not have the vision to truly start doing things that are different than what they’ve historically been good at. And that’s not just technology. That’s processes.

37:38
Gerardo Pelayo Rubio
That’s the metrics, that’s the data that you look at. It’s where you’re spending your time. And I’ll wrap up with this. With complexity going up with technology advancing at humongous steps, I think that agency and accountability actually need to go up, not down. And that’s why I think that continuing to get everybody’s perspectives to pick the brain of experts who are willing to share and to continue learning and see the importance of continuing to learn is vital for service to get that seat at the table. So I’ll once again, Bob, Linda, Rob as well. Thank you so much for doing this, for joining us on behalf of the team. Lauren, Jacqueline, Dave, many congratulations. John, to you and everybody who’s been a part of Service Council. We wanted to do something special for you and are very glad that the community responded.

38:49
Gerardo Pelayo Rubio
And to the community, thank you so much for listening. I know went a little bit over hopefully this added value once again and we look forward to continue seeing you in the next episodes and 100 more.

39:04
John Carroll
Thank you all. It’s all our success, by the way. It is every one of our success. So thank you.