Connection is Everything
summary
Claims that seven consumer generations now shape design and that AI, quantum and robotics force a new user-first mindset. Specific disruptions: a single app erases 85% wiped in 18 months of GPS value; Uber Fix: 4-minute response in 5 test cities trains drivers to fix common breakdowns; Intermountain Health deploys speech-to-chart increases satisfaction so doctors regain eye contact and patient scores jump. Cases: Jumbo’s slow “chat checkout” rolls out to 280 stores, Hilton adds room choice and digital keys, and Taylor Swift’s era tour smashes revenue and streaming records.
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chapters (11)
- 0:00Intro
- 0:397 generations of consumer users
- 4:41Old ways won't open new doors
- 8:57The race for relevance
- 12:47Connection
- 16:104 pillars of society
- 25:51Expectant
- 32:52Phygital
- 48:00Relational
- 57:37Wrap-up
- 59:11Outro
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