# Ep 39 - Ryan Lazar

An episode of [Shit My Dad Taught Me](https://invisiblenetwork.ai/podcast/1794241148), 25 Feb 2026, 1 h 03 min.

Audio: https://anchor.fm/s/10ad395cc/podcast/play/115029922/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-1-25%2F418818217-44100-2-2bf395bba005a.mp3

This week, we’re joined in studio by Ryan Lazar, tech and AI executive, sales leader, former GM of Canada at Qualtrics and CareerBuilder, and proud Detroit sports fan. Ryan’s career didn’t follow a straight line. After studying civil engineering and getting laid off during the recession, he pivoted into sales, starting at Xerox, grinding it out, building relationships, and ultimately leading high-growth teams across North America. Along the way, he’s learned that success isn’t about titles. It’s about culture, discipline, and surrounding yourself with the right people. We talk about: • Growing up in a small Ontario town with a schoolteacher dad • Being taught discipline, organization, and respect at an early age • Making the jump from engineering to sales • What separates good leaders from great ones • Why networking and relationships change everything • Coaching his son’s baseball team and raising confident, resilient kids • Showing up as a dad consistently • The evolution of AI, customer experience, and where technology is headed next Ryan shares powerful insights on leadership under pressure, building winning cultures, and why communication and decision-making will matter more than ever in the AI era. Most importantly, this is a conversation about legacy. What we carry from our fathers, what we pass on to our kids, and how purpose changes when you become a parent. Special thanks to our incredible sponsors: This episode’s Dad Jokes sponsor: Spicer Landscaping & Snow Removal Services The Clothing and Swag Sponsor of the show is One Bone

## Transcript

[0:03] Shit, my dad taught me. We are in studio today with Ryan
[0:07] Lazar. Thanks for coming in man.
[0:09] Thank you guys for having me. It's a pleasure to be here.
[0:11] Outside of some of this Toronto memorabilia here, it'd be a lot
[0:15] nicer if it was Detroit, you know?
[0:17] Enjoy. It while you're here, are you
[0:18] destroyed everything else? I am Detroit, everything else,
[0:20] throwing up in Windsor, that's how you were kind of born into
[0:23] it. So we went through through some
[0:25] tough times as an NFL fan, I'll say that.
[0:28] But. Highs and lows.
[0:30] Mostly Lowe's. He he made me take my NFL shit
[0:32] down. We used to have Kelsey and
[0:35] Mahomes behind us here. Because you were never AKC fan,
[0:38] you were like you only started being AKC fan because of those
[0:41] two pretty wannabes. OK, First off, I became AKC fan
[0:44] when Taylor Swift got involved, right?
[0:46] So. Yeah, like I said, those, those
[0:48] wannabes. Shout out shout out T swift
[0:52] Ryan. We have a tradition on the show
[0:53] where we started off with the ChatGPT intro.
[0:55] Perfect if I may, Ryan Lazar. He is a seasoned tech and AI
[1:01] executive with a career spanning leading complex high growth
[1:05] organizations through critical stages of scale.
[1:08] He currently serves as the VP of Sales at America's Press Gainey
[1:13] Forsta. How'd I do Press Gainey Forsta,
[1:16] where he owns regional go to market strategy and execution
[1:19] across the Americas. Ryan is originally from
[1:23] Tecumseh, ON, where he went to school at University of Windsor
[1:27] for civil engineering. The proximity to Detroit is a
[1:30] big reason why he's a die hard Detroit sports fan.
[1:33] We started with that ChatGPT new.
[1:35] Ryan is also a father of two and a devoted husband.
[1:39] He spent seven years at Qualtrics where he held multiple
[1:43] multiple senior leadership roles, including General Manager
[1:46] of Canada. And that role he led Canada to
[1:48] become a top three global market two years in a row.
[1:51] Along the way, he became a multiple time Presidents Club
[1:54] winner and a trusted partner to executive buyers across HRIT,
[1:58] marketing and compliance. Ryan has also spent time as the
[2:02] GM of Canada for CareerBuilder and he cut his teeth at Xerox.
[2:06] But on this show, we're interested in more than just
[2:08] titles and metrics. We want to explore how leaders
[2:10] think under pressure, how they build teams that scale, and how
[2:13] personal values shape professional decision.
[2:16] Ryan, welcome to the show. Thank you.
[2:18] Thank you guys again for ChatGPT.
[2:21] Those ones are. It might over inflate you just a
[2:24] little bit, you know. But yeah, I'll take it.
[2:26] Always like, could you just up talk these people a little bit?
[2:29] Right, make ChatGPT. I'd like to make a friend today.
[2:32] Yeah, yeah, take out the criminal charges and.
[2:35] Pump, Pump the tires. Did I get everything right?
[2:37] Did we miss anything? You know, it's pretty bang on.
[2:39] Yeah, pretty much a story throughout my career.
[2:41] I would say started as we talked about this earlier too, actually
[2:45] went to school for civil engineering.
[2:46] So started doing that with a very different vision in mind.
[2:50] And a year out of that, the the recession hit and I was forced
[2:54] to change careers. So.
[2:56] Yeah, and here we are. So I want to go back to like day
[2:59] one, man. I want to know about where you
[3:01] were born, what what the early days were like.
[3:05] To come see so born and raised to come see Ontario small town
[3:10] like when I was there we were like the first host on the
[3:12] street in the cornfields. There was like 5000 people,
[3:16] right, So like 1 high school, one grocery store, you know, you
[3:19] kind of knew everybody and so I was there for 25 years of my
[3:23] life. Incredible place to grow up, I
[3:25] would say, like very humble, genuine people.
[3:29] Sports was big. You know, whenever you go, and I
[3:31] have two kids right now, my son plays competitive baseball that
[3:34] I coach. Whenever you go to these small
[3:36] towns, they, they tend to be the ones that kick everyone's ass,
[3:39] right. So, you know, grew up playing
[3:42] baseball, basketball, golf, track, all that.
[3:44] It was, it was fun. It was a blessing.
[3:47] My dad actually taught. We'll get into it.
[3:49] My dad taught me in grade 7, which, which was unique.
[3:53] Yeah. So did that and then ended up,
[3:57] you know, I, I knew that I kind of wanted more than what was
[4:00] available in in Tecumseh at the time.
[4:03] And so I went to school for civil engineering again, one of
[4:07] the things that drove me there when I was good with numbers and
[4:10] math. And it was something that my dad
[4:12] went into, started in but didn't finish in.
[4:14] So it was one of those things always to like, you know, show
[4:17] them you're proud, right? As a son to a dad, you want to,
[4:20] you want to kind of pick up and and be successful in certain
[4:23] areas. And so I went to engineering,
[4:25] brought me to Toronto, did that for a year recession hit company
[4:29] went bankrupt. I was laid off, left up here, no
[4:32] family up here, not many friends up here, just starting to meet
[4:35] people. So it was like, oh shit, I got,
[4:39] I got two options here. I moved back home and go, go
[4:42] start what I was doing and just continue or I, I got to figure
[4:46] this out. And so I tried to figure it out
[4:49] so but went back to actually in a bartending, which I did while
[4:53] I was in while I was in university, and that just kind
[4:57] of kept me afloat, right, like during that whole time, it was a
[5:00] tough time, 2002 thousand and eight 2009 right, like there
[5:03] weren't a lot of jobs. And so I did that pay rent, eat
[5:07] and I actually fell into sales. So interesting story.
[5:12] Someone I grew up with, a very close friend of mine, his older
[5:15] brother ended up getting me into sales.
[5:17] He's like, you know, back home, everyone calls me Zar.
[5:20] They're like Zar like what are you, what are you doing?
[5:22] Like you went to school for engineering, but you're not an
[5:24] engineer man. You are natural like you will be
[5:28] great in sales. You should look into that.
[5:30] So I did that. I started my career at Xerox.
[5:32] Cut like cut your teeth at Xerox.
[5:35] They don't have jobs like. That.
[5:37] It is it is a grind like park your car in the, you know,
[5:41] middle of a business complex. Get out of your car in your
[5:44] dress shoes suit that was, you know, kind of threaded together
[5:48] and cheap suit at the time, you know, and walk and sludge around
[5:52] in that snow. It's one of those jobs where it,
[5:56] it gives you that grind, that foundation, that grit.
[6:00] And so I attribute a lot of like the things that I've grown to
[6:02] from that specifically. So did that for a bit, then went
[6:08] to work for one of my customers at the time.
[6:10] Did that for a year and a half, went to CareerBuilder, I was
[6:14] there for seven years and I was actually went there through a
[6:17] connection that I had a good friend of mine now from Xerox, 7
[6:22] years there, seven years at Qualtrics after again recruited
[6:25] by a friend into Qualtrics and then both Qualtrics and Career
[6:30] Builder. I led the Canadian business as
[6:32] GM and now with Press Caney Forsta and again through a
[6:35] contact. So it's there's a very common
[6:38] theme I would say for anyone that's looking for a job or
[6:41] looking to move like, you know, just stay good with people,
[6:45] leverage your network for sure, because that's basically gotten
[6:47] me almost every. The other side of it, you gotta
[6:49] be running out of friends to get a job from.
[6:52] Any more friends? Yeah.
[6:53] Yeah, yeah, that's funny. The.
[6:56] Networking site is great man, and I always love meeting and
[6:59] talking to a good salesman cuz I think that the word salesman in
[7:04] a lot of, you know, people's minds is, is almost a negative,
[7:07] right? There's a lot of people that are
[7:09] like, yeah, I'm, I'm going to go sell for a little while and then
[7:11] I'm going to do the thing I'm, I want to do or can do.
[7:14] Man. I have watched good salespeople
[7:17] out earn people with PhDs. I've watched good salespeople
[7:21] build lives that are insane, like being good at sales.
[7:25] If if you're young and hungry and you want to, you know, just
[7:29] just work, boy, you can write your own.
[7:31] It's a business in itself. Even if you're working for
[7:33] somebody in sales like, it's still a business in itself.
[7:35] Most of the good positions, and I'm sure you've had these, you,
[7:38] you can write your own check. Just put your numbers on the
[7:41] board and you know, most, most of the business owners I know,
[7:44] they'll, they'll pay a salesman. Handsome.
[7:46] Yeah, as long as the numbers are there, right?
[7:48] Yeah, well, it's, I would say hungry still, but not, not as
[7:53] young from my side, you know, for sure.
[7:55] So anyway, I would say, yeah, definitely that hunger, you just
[7:58] need to keep it going. And it's funny, when I was when
[8:01] I was going into engineering, I'll I'll never forget again,
[8:06] like small town, my dad was a school teacher, mom was a city
[8:09] worker. So like they like very humble
[8:12] upbringings. They they gave me a lot and and
[8:14] it was great, but sales wasn't something that it is today.
[8:18] So I specifically remember where I was at the local bar and my
[8:22] dad saying, Ryan, one thing you don't want to do, like I'm glad
[8:25] you're going into engineering. One of the jobs you never want
[8:28] to get into is sales. And I have like, OK, what was
[8:33] that? He's like you just it's
[8:34] unpredictable. You don't know how much money
[8:36] you were going to you're going to make and you know, you want
[8:38] to get into something stable like engineering.
[8:41] But again, my parents and myself, we just think about
[8:45] things very differently. Totally.
[8:47] So anyway, that that was their mindset.
[8:49] And it's funny, it's again, one of those things where Dad almost
[8:52] put the challenge up and I was like, all right, let's, let's do
[8:55] it. So yeah, yeah.
[8:57] Interesting. Where I where I ended up?
[8:59] Let's go. Let's go back to talking about
[9:00] Pops being your teacher in Grade 7.
[9:02] What was what was that like? I called him Dad.
[9:04] Yeah, OK, Small town. Everyone knew, right?
[9:08] But yeah, it was it was it was interesting, right?
[9:10] Definitely harder on me, definitely.
[9:13] In class and at home or just? So the rule was that he could
[9:17] not bring school home. I, I, I did fairly well in
[9:23] school. So he didn't necessarily have
[9:26] to, but that was my mom's rule. Whereas like, you know, give him
[9:30] a break. Don't be on him for school.
[9:31] Like let him kind of, you know, fail if he fails or, you know,
[9:36] succeed if he succeeds. And so that was one of the, you
[9:40] know, one of the times it was, it was cool.
[9:42] But if you think about as a dad, right, like there's a few
[9:47] teachers for grade 7, I kind of want my kid to learn from me.
[9:51] You know, I guess you could have, you could look and say,
[9:53] yeah, you might learn from others, but if you're confident
[9:57] that you're you're the best teacher and you're going to set
[9:59] your kid off on the right path. And he was the best teacher in
[10:01] that grade for sure, and one of the best in the school.
[10:03] And honestly, he was just that old school teacher that taught
[10:06] like discipline, respect, leadership, like, you know,
[10:10] that's back in the day. Like those are the those
[10:13] communication was big. Like those are some of the
[10:15] traits that I think are kind of lost in today.
[10:20] And so he's like, no, I want my son in my class.
[10:23] So yeah, I went in this class. And I mean, you could think
[10:25] about grade 7 too, you know, think about grade 7, some of the
[10:28] topics that they're going through, right?
[10:29] So some, some were a little awkward, right?
[10:31] You know what I mean, talking about puberty and stuff.
[10:34] I'm like, yeah, face just red as we're going through those
[10:38] classes. All your buddies looking at you
[10:40] going. Yeah, your dad just said penis.
[10:45] Yeah. That's the best man and what's
[10:50] so we talk a lot about legacy on this then.
[10:52] So obviously your dad being a teacher small town guy love that
[10:55] he likes the the structure of of a career path.
[10:59] There's lots of people, man, and I, I, I, the older I get, the
[11:02] more I realize that that this whole life thing, there's so
[11:05] many ways to play it and there isn't one that's better than the
[11:09] other. Like for some people, you know,
[11:11] anything entrepreneurial is, is like terrifying.
[11:13] But for me, it's the other way, like knowing what you're going
[11:17] to make. Yeah, yeah, that's terrifying.
[11:19] Like I'd rather have the upside and and the in my mind it's the
[11:22] freedom. That you'd rather know what
[11:24] we're not going. To make someone's what we're
[11:25] not, yeah. Yeah, yeah.
[11:27] But that's that's the ride, right?
[11:28] But I don't think there's, there's one answer that's that's
[11:31] better than the other. But the legacy piece we always
[11:33] talk about is like, what, what do you think your dad's legacy
[11:36] is? Like what what did did he define
[11:38] as his his legacy? And I know it's ongoing, but
[11:41] what do you think his story is going to say?
[11:44] I think you know, again, like he taught almost every single, like
[11:49] a lot of kids in Tecumseh right there.
[11:51] There weren't a lot of schools and so you know, I'll go back to
[11:55] like he he was a hard ass back in the day.
[11:57] He's gotten a lot softer, I think with grandkids and my my
[12:01] wife's always like your dad's so jealous.
[12:02] He was not like that grown up. Can assure you he was not like
[12:05] that, but he was old school when it came to teaching and I and I
[12:09] appreciate now and even parenting right.
[12:12] Like he was just like, you know, very respectful, very polite,
[12:16] like like that. That's what he instilled in US
[12:20] and staying organized too, right?
[12:21] Like the things you don't realize growing up when he comes
[12:26] in and rips your, you know, shutters open early and get your
[12:30] ass out of bed and clean your room and do all that.
[12:32] Like the benefits that that has today.
[12:36] Like I'm, you know, very organized and anyone who works
[12:40] has worked with me or for me, like they'll, they'll tell you
[12:42] that is like my organization is on the next level.
[12:44] And I think that help keeps helps keep me steady, focused.
[12:50] I don't, I'm not like, you know, you're not scattered, right?
[12:53] You're kind of always disciplined on a plan.
[12:55] So I think some of those things are definitely, you know, are,
[12:59] are intangibles that he taught. But everyone respected him,
[13:01] right? Like he held held kids
[13:03] accountable. He didn't let you mess around in
[13:05] the class. I remember if you had a dirty
[13:07] desk, I don't even know if you could do this anymore if you had
[13:10] a dirty desk. And I tell my son, I'm like,
[13:13] yeah, yeah. You grab your desk, go to the
[13:15] hallway, flip it over, dump all your shit on the ground and you
[13:19] had to clean it up and you weren't allowed back in the
[13:21] class until it was clean. Yeah.
[13:23] So. I think that's still would you
[13:25] get in trip for that now? I hope not, man.
[13:27] I don't know. I see my kid, I.
[13:28] Don't like a fucking teacher cares anymore if you.
[13:29] Like, yeah, it could be that 10. I don't know, man.
[13:32] I think that's great. Yeah.
[13:33] Fix it, Yeah. Is he still teaching right now
[13:35] or when? When?
[13:36] He's no, no, he's been done for probably 10:00-ish years.
[13:40] As I say, imagine the change in like the students your dad would
[13:43] have saw like then if he was still teaching now.
[13:45] Like you think he'd still have the same discipline and still
[13:48] have a give a fuck right now? When So when my dad had to like,
[13:52] take, you know, report card writing and start doing this guy
[13:55] on the computer, he's like, I'm done.
[13:57] Yeah, Yeah. So.
[13:59] Yeah boy, you face some different challenges with kiddos
[14:01] these days too. I It's a whole new world with
[14:04] yeah, social media now access to AI and.
[14:07] Well, and it's the parents too, like it's the yeah, I wouldn't
[14:09] even drop it all on the kids. Like it's it's the parents too.
[14:11] Like you called my dad back in the day and tell him I got
[14:14] suspended. Like I got the shit kicked out
[14:16] of me when I got home. Yes, yeah.
[14:18] The. Parents are are fighting back.
[14:20] And so he started in like, grade, you know, he taught
[14:23] grades seven and eight almost his entire career.
[14:25] And then he came back, I think his last like, 10 or so years,
[14:30] he went to like, grade four and five, you know, probably just a
[14:33] little more chill. You don't have to deal with the
[14:34] attitudes and stuff, right? And I think, yeah, you get to a
[14:37] certain point where you're like, you just want to hang it up.
[14:39] And he's a golfer, so, you know, pumped up his golf game a little
[14:43] bit. I don't know if he's gotten
[14:44] better. I know he's going to listen to
[14:45] this. And he plays it more frequently.
[14:47] Yeah, he plays more frequently. There you go.
[14:50] Just kidding, Dad, you're. Good through who wins head to
[14:52] You were pops. He's going straight up who wins.
[14:54] I haven't lost my dad in a very long.
[14:56] Time. But he, he has, he got his 2nd
[15:00] hole in one. I forget how he's like over 70
[15:03] though. So yeah, he could, he could
[15:05] still swing him. Yeah, he's solid.
[15:06] And, and you know what's funny? Like, so I got my son, my son's
[15:10] 12, I got him into golf. And it's like those moments
[15:15] where I can go out with my dad and my son to the golf course.
[15:18] Super cool of. The best, yeah, because I grew
[15:21] up, you know, again, my dad being a teacher, he had summers
[15:24] off and so I played at least twice a week.
[15:27] We had a membership at like a small local club, but it was me,
[15:30] my dad, my grandpa and my uncle like once or twice a week.
[15:34] Shit, you don't. You never forget that.
[15:35] There's a foursome. Ever.
[15:36] Yeah, Grandpa was the best. Grandpa was kicked our asses.
[15:40] Yeah, he was. Good.
[15:42] That's cool. Tell us a bit about your family,
[15:44] man. Tell us about kiddos.
[15:45] How's things? Yeah.
[15:46] So wife Jasmine, we've been married for 10 year, coming up
[15:51] on 11 years in April. Been together for probably 15
[15:56] years. So she's born and raised here.
[16:00] We met up here. We actually met in the bar
[16:01] scene. So old school, right?
[16:03] We didn't have to swipe right. We met in person.
[16:07] It's weird how that works, right?
[16:08] Yeah. I'm.
[16:09] Crazy. Like you guys talked to each
[16:11] other? Yeah, that was weird in person.
[16:13] With words, not by texting. And it was cool.
[16:17] We just, you know, knew a bunch of the same people and, and, you
[16:19] know, she kind of got, she was like playing so hard to get.
[16:22] I think that's what attracted me more to her, right.
[16:24] And that we, I mean, we were hanging out, we were having fun
[16:27] and doing a bunch of stuff together.
[16:28] And then but she just played so hard to get.
[16:31] And I was like, God damn, just. Kept you hungry?
[16:33] Right, Right. I was like, are we dating?
[16:35] Yeah. She's like, yeah, whatever.
[16:36] I was. Like.
[16:37] Come on. Like so anyway, she's, she's
[16:41] amazing. Listen, I will say the reason
[16:44] why I've been able to do anything in my life from a
[16:47] professional standpoint is, is because of the support that I
[16:51] have with her, right? Like she, she is the rock.
[16:54] She keeps our family together, you know, kids with everything.
[16:57] She she'll drive them all their activities.
[17:00] I mean, like everything. She's just got got the house and
[17:04] everything on lock and her and I are just that great yin and Yang
[17:07] partnership. You know, you're out with
[17:09] buddies sometimes and if you're at customer dinners or whatever
[17:13] and it's later, you know, you got your buddies like, oh, I got
[17:15] to go home. My wife's calling me and I'm
[17:17] past my bedtime, right. Curfew Jazz is never like she's
[17:21] never ever, ever sent me a text or call.
[17:25] Like where are you need to get home?
[17:27] Like she's just got it unlocked, right.
[17:29] So it's amazing having that support.
[17:31] And now she started up her home renovation business.
[17:34] Shout out elevated interiors for anyone looking.
[17:37] The 2. Jasmine's 2.
[17:38] Jasmine's so they but they've been doing amazing, amazing
[17:42] work, right? She, she was doing a lot on our
[17:44] house and it's great that she gets to do that on other
[17:47] people's houses and, you know, not spend as much.
[17:49] Money on earth your house isn't the ongoing project.
[17:52] It is. It still is.
[17:55] But, you know, it's now there's others to do too.
[17:58] Yeah. So that's jazz.
[18:01] And then the two kids. So Landon, he's 12 and Malaya,
[18:05] she's 9. So Landon, he's in.
[18:08] He plays Rep baseball. So I coached that for my first.
[18:11] Well, I coached like his house league teams prior to, but
[18:13] coaches Rep team last year, our select team last year, Rep team
[18:17] this year. And you know, it's unbelievable.
[18:20] Last year I would say was the best summer as a dad and also
[18:25] for him. You got to see him grow, create
[18:27] these new friendships, right? Like before it was just school
[18:31] and now he's got all these buddies and they, you know, on
[18:34] the team and you know, like they were going fishing, like outdoor
[18:39] stuff, right? Like they were just doing all
[18:41] this outdoor stuff. They were going to the park to
[18:42] play like all this. And it was just unbelievable to
[18:45] see that. So I'm like, yeah, I keep going.
[18:46] Like these are a great group of kids.
[18:49] And so anyway, like the parents were great, coaches were great
[18:52] kids, kids were great. So we had an amazing season and
[18:55] I'm excited for for this year too.
[18:57] That's awesome. My daughter, she's in
[18:59] competitive dance. So that's, that's, that's a lot.
[19:04] It's, it's intense. It's busy.
[19:06] It's expensive. It's.
[19:08] Very expensive. But man, she's, her personality
[19:12] is unbelievable. She's she's kind of like me, so.
[19:16] She gets her dance moves for me. She No, I have two left feet.
[19:19] I'm a horrible dancer, right? She gets her dance moves,
[19:23] definitely not from me, but I will say that she just her
[19:26] attitude and her spunk and everything, man.
[19:28] Well, I'm high school is going to be fun.
[19:31] Paybacks, paybacks. Daddy's going to have a shotgun
[19:34] already. Yeah, yeah, yeah.
[19:35] Always. Oh yeah yeah.
[19:37] Told her she's not dating till she's like 35.
[19:40] Baseball's fun that way. I remember when I was 12, I
[19:42] played select too. Locally.
[19:43] It was Burlington Bulls and my dad was a coach that year, too.
[19:46] I always remember that. It's fun.
[19:47] It's amazing. It's a great, great reason to
[19:50] hang out. Team sports, man.
[19:52] I love it. Yeah.
[19:53] Oh, yeah. And the dance thing is good too.
[19:55] Like my daughter's in cheer. So we're.
[19:56] Oh yeah. You know, it's it's that's in
[19:59] the similar pile. There's lots of commitment
[20:00] there, but it's fun fun to watch them figure out what they like
[20:03] too. Oh, and that took a while.
[20:05] Like we had my son in, in everything right growing up.
[20:08] And there's some kids, like, you see it right, as they grow up
[20:11] that are just like, have that killer instinct and mentality,
[20:14] like they're just good in anything, right?
[20:16] And they'll just like, go, go, go.
[20:17] And they're just like aggressive.
[20:18] And I would say Landon growing up was a little more reserve.
[20:22] And now, you know, he kind of hit his growth spurt and, you
[20:25] know, he's gotten really athletic over the years.
[20:27] And he just gravitated towards baseball.
[20:29] And so, so yeah, he's loving it. But we put him in everything.
[20:33] We expose him to everything. And so, yeah, I think he found
[20:36] his niche. It is crazy at that age, like
[20:38] how much like even for baseball Rep baseball that they're
[20:40] training like year round now, like at that age you're burning
[20:44] kids out. Like it's crazy.
[20:45] Four days a week right now, he's in the gym band.
[20:47] Yeah, it's crazy. He used to be like 6 months
[20:49] hockey and then six months go play baseball or go, you know,
[20:52] play soccer, whatever. And now it's like you're fucking
[20:54] 12 months a year. And they wonder why the guys are
[20:57] like, blowing their arms out at 21 years old and like, it's
[20:59] crazy now. It it is, You're absolutely
[21:01] right. Like kids play 2 sports growing
[21:04] up, I think almost all of them now.
[21:06] I think the older you get, the more you're gravitating towards
[21:08] like what's that one sport? I don't know if I agree with
[21:11] that, but. Yeah, that's tough on kids, man.
[21:14] But hey, if if they love it and they're and you don't got to
[21:17] push them to go, then you keep keep doing it right.
[21:18] Yeah, that's it exactly right. So anyway, yeah, yeah.
[21:22] And then on the legacy side of peace, but for you, like if we
[21:26] had your two kids today sitting where you're sitting and say,
[21:30] tell us about your dad, what would they say?
[21:32] Oh, man, I don't know. I would say dad is, you know, he
[21:37] could be a bit of a hard ass. I would, you know, I'd say like
[21:40] even just how I grew up, like it's, I think nothing comes
[21:44] free, you know, so like earning things, I think it's, it teaches
[21:48] you a lot about like, you know, when you want to grow up and
[21:51] like life's, life's not free, right?
[21:53] And even when you get older, like you're not going to get
[21:55] everything you want. And so I, I truly instill that
[21:58] like I'm not the one to say yes all the time.
[22:01] I will, I will specifically say that.
[22:04] But look, we have fun as a family, right?
[22:06] So it's like, you know, dad, dad loves to have fun.
[22:10] Dad, make sure that that, that we're in check and you know,
[22:13] we're always we're good kids. I would say the thing like
[22:16] whenever they're they go to school, it's always like a kiss
[22:19] on the kiss on the cheek hug like, you know, I love you guys
[22:23] and make sure makes you have a good day, right?
[22:25] Make sure you do good today. That's kind of the thing.
[22:28] So I think they know the expectations, like I always say
[22:32] to them, you know, just like work very, very hard and just be
[22:38] a good person, right? Like if you see someone getting
[22:42] bullied or anything like that, like step up, right?
[22:46] Stand up, have a voice, right? Do that.
[22:48] Like you, you are a leader. You're fortunate with the things
[22:51] you have and you know, you, you're a leader.
[22:53] Like people look up to you. So like take on that mantle,
[22:57] take on that role and make change with it.
[22:59] So anyway, being a good person, I think is that's just going to
[23:02] get you far in life and just out working everybody.
[23:05] I always tell them like that's they, they, they see, they know
[23:09] how hard I work for sure. They they always see me kind of
[23:12] on the phone and doing what I need to do to support our
[23:15] family. So.
[23:16] Yeah, it is funny that everybody kind of has that thing that they
[23:19] say like every night before bed or every day when they drop
[23:21] their kids off at school. Like I'm the same when I drop
[23:23] mine off at school. I'm like, I love you.
[23:25] Make sure you eat your lunch, make good decisions like that's
[23:28] my three things and it's always make make good decisions like.
[23:31] Yeah, Yeah. Yeah.
[23:32] That's smart. Yeah.
[23:33] He says that to me when we start.
[23:34] Our phase two, just make sure you eat your lunch, yeah, and
[23:37] make a decision. Get your macros.
[23:39] And I love you protein. Yeah, that's.
[23:41] Right. And how we doing on the decision
[23:42] side? Yeah, Nate, listen some.
[23:44] Days we win. Good.
[23:45] OK, perfect. Yeah, Yeah.
[23:46] Not always. Lunches we do pretty good
[23:48] though, yeah. We Jack, you know.
[23:51] Yeah, yeah. Yeah, tips to be in a good dad.
[23:57] You know, I, I think it's like just genuinely like you got to,
[24:01] you got to be there for your kids.
[24:02] And something I, I learned from my dad too, is my dad showed up
[24:07] right? My dad, he, that's one of the
[24:10] things that I, that I didn't realize when I was growing up.
[24:14] But as you become a dad, you're like, holy shit, like my dad
[24:18] drove to every single tournament.
[24:20] He was at every single game. And I played Rep baseball and
[24:23] basketball my entire life growing up.
[24:25] So that's a lot and you're traveling a lot.
[24:27] And so, you know, that's a huge commitment.
[24:30] So I would say if I could, you know, I try to be at as many as
[24:34] I can. And again, that's why I stepped
[24:36] into coaching as well. Like I want to be there.
[24:38] I want to force myself to be there.
[24:40] Are you right? I want to be there.
[24:41] But like obviously work conflicts with it.
[24:44] So I think he he just showed up. And so that's, you know, I want
[24:48] my kids to to see that as well, right?
[24:51] And I want, I want them to know that I'm I'm showing up for
[24:54] them, right? And then just always have in
[24:55] their back, right? I think that's another thing is
[24:58] that they feel comfortable to come to you in any type of
[25:03] situation, right? I would say they feel more
[25:06] comfortable probably going to mom for things, you know, But
[25:10] it's, again, it's that tough love, right?
[25:12] But they know I always got their back and they know I'm always
[25:14] going to give them good. Advice.
[25:16] That's awesome. That's good, yeah.
[25:18] And then on the work side, tips to success, like what you've
[25:23] said, highly organized, you got work work ethic for days,
[25:26] networking, yeah, people super important.
[25:29] How have you moved from good to great?
[25:32] Like what are the things that you do that make you as
[25:33] successful as as it is in in a sales leadership position?
[25:37] He told you he just asked his friends for jobs?
[25:39] Yeah. Fuck, ride your friends
[25:41] cocktails I I've had a lot of fun with that.
[25:44] Make good friends. Yeah, you.
[25:45] Know you know what but for real it it is all about the network,
[25:49] right to start to see that more it's it's crazy it's.
[25:52] Who you know. It, it is 100% who you know, and
[25:56] I've been very fortunate to work for some amazing people who I,
[26:01] you know, call friends, whether I work for them, whether I work
[26:04] alongside them, whether they report into me.
[26:08] It's all about, for me, it's like about building that, that
[26:10] culture of winning with everyone rowing in the same direction,
[26:13] right? Everyone with a similar
[26:14] mentality, right? You get 1 bad egg and that bad
[26:17] egg spreads, that bad egg spreads quick.
[26:20] So as a leader, you need to identify that like you need to
[26:22] make sure that every single person on that team has the same
[26:26] mentality and drive to get to where you all want to get to,
[26:31] right? That's going to help everyone.
[26:32] And I saw that culture, you know, we went through a
[26:35] transformation when I was at Qualtrics, where we, we just,
[26:38] we, as, as you shared there, like we were the top three
[26:41] region globally as a Canadian business, the US tech company
[26:44] globally, 2 years in a row, right?
[26:46] We built something that was incredibly special.
[26:50] And the reason why we did that was because of the people,
[26:53] right? No assholes, no ego, right?
[26:56] It was people who were genuine, people who wanted to win, people
[26:59] who were like, really collaborating and driving each
[27:01] other. Yeah, you get something like a
[27:05] team like that, right? And a business team and region
[27:08] is the exact same as a sports team, right?
[27:10] You build that culture. I mean, you're going to
[27:12] accomplish incredible things. And that starts at the top,
[27:15] right? Like that means, of course,
[27:16] you're not a good boss. That means you're a great
[27:18] leader. And there's a huge difference
[27:19] between people being a good boss and a good leader.
[27:21] And, and you are obviously a good leader, like leaders lead.
[27:24] They, they show people you walk by a piece of garbage on the
[27:26] ground. You don't walk over to somebody
[27:28] to say, hey, go pick up that garbage and you fucking pick it
[27:30] up and you throw it out. You know what I mean?
[27:31] Like you lead by example. I remember going into the
[27:34] Qualtrics office and like I was even at home my wife goes crazy
[27:39] like we would we would have snacks and like I always marry
[27:42] this stuff right? I hate how she'll leave like one
[27:45] this big box with like 1 granola bar.
[27:48] Lose my fucking mind, right? So.
[27:50] You see all that. So anyway, like I'm always like
[27:53] consolidating shit. OK, cool.
[27:56] I'm getting it tight. And and you know, like at the
[27:58] Qualtrics office, I don't know, I just had, I would walk in and
[28:01] if I saw things like that, like I would just organize it.
[28:03] So it looked good, right? Yeah, it's my job.
[28:05] But it was like, you know, every I, I just little things like
[28:08] that, like we were all in it together and, you know, you
[28:10] were, you were doing whatever you needed to do so.
[28:13] Stories about your father-in-law, your
[28:14] father-in-law, every day that he would, he would go into, go into
[28:17] the shop, like tell that story. Yeah, he has a couple, but yeah,
[28:19] he's, he's, I'm super proud of him.
[28:22] Like he and, and his brothers and family built an amazing
[28:25] business in, in automotive, right car dealerships.
[28:28] And he has two stories he always tells about that, that
[28:30] leadership thing. He had the same routine for 40
[28:34] years. Think about that 40 That's why
[28:36] he. Would start his day, he'd get
[28:39] into work, he'd walk the lot and he'd finish it up at the coffee
[28:43] bar, because at the coffee bar there was always a little mess
[28:46] from the first people in. That's funny.
[28:48] Clean up the cream, he'd sweep the coffee grounds that were on
[28:51] the ground, he'd say hi to two or three people that were in for
[28:55] service and whatever. And he did the same thing for
[28:57] 40. But he always cleaned it like
[28:59] he, he would never go in there just like grab a coffee and he'd
[29:01] clean the entire fucking. That's that's amazing.
[29:04] You know, the routine thing's huge too.
[29:06] So I'll even top that on like I think routine of like I'm, you
[29:10] know, I just like to stay active and, you know, working out every
[29:14] morning, right? So that that's something I want.
[29:17] Like my kids see it. Yeah, they see me working out.
[29:20] They see me just trying to be healthy, be in shape, eat
[29:23] proper, right. So that's a routine I've been
[29:25] on. What are you saying pear isn't
[29:27] the shape? Yeah, I'm not.
[29:30] Hey, trust me, I got, I got that same pear going.
[29:32] But it's, you know, we're just just trying to stay.
[29:35] Active that bugs are in now, yeah.
[29:38] It gives me a chance to eat, especially over the holidays,
[29:40] man, to eat all that shit and, you know, have a couple drinks,
[29:43] yeah. Yeah, but it is all about the
[29:44] routine and, and like, and for yourself personally, that's the
[29:47] mental health check too, right? Like I know that that's my
[29:50] space. Like I throw the headphones on
[29:52] for an hour and 20 minutes. Like I just, I don't want
[29:54] anybody to talk to me at the gym.
[29:55] I hate when fucking people come up to me and talk to me at the
[29:57] gym. Like just let me do my thing.
[29:59] I just want to process the rest of my day, and that's your zone,
[30:02] right? And you get in like they always
[30:04] say, like eat the frog first, right?
[30:06] So you hit the gym first thing in the morning when you wake up.
[30:09] I started doing like I've done cold plunges now for a while.
[30:12] So I'll do a RIP, a cold plunge right after.
[30:15] And then we just got a hot tub. So I'll go kick it in the hot
[30:17] tub for a bit too. So that's like my, you know,
[30:19] Ray, when I wake up, my routine, my cycle, you feel amazing.
[30:23] But. Great for the body.
[30:24] Like all three of those are like great steps for the body.
[30:27] Yeah, yeah. It's great, but.
[30:29] You're you're big on those two too.
[30:30] Yeah, we actually had, so we had Brian on and it'll give a shout
[30:33] out to Trinity as well to local I guess call it a spot spa sauna
[30:38] spot on the right word. I'm sorry if I.
[30:39] Fuck, is it a man? But he's, he's got a bunch of
[30:41] cold plunges at, at a bunch of different temperatures.
[30:44] He's got a big group sauna. There's an indoor one, an
[30:46] outdoor one. And he's just created this sense
[30:48] of community where you can go there and and plunge and then
[30:51] sauna and yeah, it's great. And the, the cold plunge is
[30:55] intense, man. I don't think people realize if
[30:57] you've not done it before, like I was lucky enough to have Brian
[31:01] and he's, he's got a great guy there.
[31:02] Bubba's his name. They would sit beside everybody
[31:05] going in for the first time. It's like you go into the three
[31:07] degree tub and like, yeah, it takes your breath away pretty
[31:10] quick. They.
[31:10] Babysit you while you're in the bathtub.
[31:12] They tell me, they tell me. That's super cute and so.
[31:15] Handsome and yeah, they were great guys.
[31:17] And you feel like in the back of your like right here, right?
[31:20] Like it's. But it takes the breath out of
[31:21] your lungs too. First time.
[31:23] Oh yeah, yeah, yeah. But you get used to it.
[31:25] Yeah, fun routines though, man. The other story he told too, I
[31:29] think it was the one you wanted me to tell was just about how
[31:31] hands on he was. And there was this one time
[31:33] where he had, this was later in his career.
[31:36] So like super successful dude and, and, but still on his
[31:39] routine, walking by the service department and somebody's like,
[31:43] hey, where's my car? It's supposed to be washed.
[31:44] You brought it around, it didn't get washed.
[31:46] And so he he, he just went up and he grabbed the keys and he
[31:50] goes just give me a couple minutes.
[31:51] I'm going to go get this washed for you.
[31:52] So he drives the car around, takes it through the car wash,
[31:55] brings it, brings it back. And the guy too is he goes, hey,
[31:59] I, I just wanted to say I appreciate you taking it for the
[32:01] car wash. And he gave him 5 bucks and
[32:06] Daryl being the sport he ever is, he goes and I, I think I
[32:10] might be messing this up, but I'm pretty sure he just said
[32:12] thank you and, and let it go, right.
[32:14] And then knowing him, he would have turned around and gave it
[32:16] to one of his staff because he's, he's super generous like
[32:18] that. But the point is, the guy at the
[32:21] top can do the job on the guy at the bottom, and you got a pretty
[32:24] cool culture going on. Yeah, Yeah, yeah, yeah.
[32:26] And everybody sees that. Everybody sees that, yeah.
[32:29] Yeah, well, and I would like, you know, I would say top and
[32:32] bottom, like I kind of like it's a team atmosphere, right?
[32:35] So you're kind of all in it together, right?
[32:37] Like you're you're all you're all going at.
[32:39] I wouldn't consider like a top and bottom.
[32:41] Like I never look at it like that, right.
[32:42] I'm going to talk to the janitor the same way I'm going to talk
[32:44] to the president, right. And even just when you're
[32:47] forming the team, like I'm, I'm in the mindset of like, I, I
[32:50] never asked my team to do anything that I wouldn't
[32:53] personally do, right. So it's just, yeah, it's one of
[32:57] those things I'm I'm always open to get my hands dirty on things.
[33:00] And then we were talking off camera too about this whole AI
[33:04] evolution that's going on right now.
[33:05] And, and we've got some business interests that I know you do as
[33:08] well too that are playing in this space.
[33:10] So let's talk about AI for a second.
[33:12] Yeah, for sure. Where do you think we're at
[33:13] today? Where do you think we're headed?
[33:15] We're in like the first inning, you know, like it's, there's a,
[33:18] there's a, there's a lot to happen, right?
[33:20] And we're seeing like how quickly it's developed over the
[33:22] last, what, 2 1/2 years, right? You look at the, you know, how
[33:26] it's become the generative space, right?
[33:28] That first started and now getting into the agentic space,
[33:32] being proactive, right, naturally doing things for
[33:35] humans. So I think like it's look, it's
[33:38] people are stuck between that. Is it going to take all our
[33:42] jobs, right? Are the robots going to take all
[33:43] our jobs or is it going to compliment us?
[33:45] I would probably learn more on the compliment side.
[33:48] The the things that it's taking away from honestly are just, I
[33:53] guess it depends on the industry, but it's, it's really
[33:55] like making these mundane tasks quicker.
[33:59] Yeah, more efficient, more effective.
[34:00] It's going to go back to. Changing the workforce for sure.
[34:04] The company's got to learn how to like, get on board with that
[34:06] and not be afraid of like, it's going to kill my workforce.
[34:08] Like use that to your advantage and build your company bigger
[34:11] and create different positions for those people.
[34:13] You have to adapt whoever, whether you're the large
[34:16] organization, but whatever role you're into, like if you're not
[34:20] leveraging AI in your professional environment or even
[34:24] personal, quite frankly, like you're behind, right?
[34:26] Like take advantage, right? Don't, don't when everyone else
[34:29] is doing it, you need to do that to to definitely get ahead.
[34:32] So I think it's like, look at it and how do you actually
[34:37] implement AI into your day-to-day?
[34:40] I think I was mentioning too like over the holidays, I was
[34:42] kind of just bumming around and copilot and build some agents
[34:45] for my team on looking at accounts that they should be
[34:49] taking that are open based off of like ICP and who we closed in
[34:53] the past 12 months pipeline we've generated by different
[34:56] industry by size, all that. So they could quickly go in and
[34:58] say, hey, these accounts are available.
[35:00] These are the ones I want to take.
[35:02] And it was like syncing with Salesforce as well.
[35:04] So again, just trying to get my hands dirty to understand it as
[35:07] well too on the space. But like what it's going to do
[35:10] it like it's going to drastically transform how we
[35:13] operate in life, but it's, it's going to open up a ton of
[35:19] opportunities and it's going to go back to like, you know,
[35:23] communication. I always tell my kids, I'm like,
[35:25] communication is going to be #1 right, Just leadership in
[35:29] general and being able to navigate personalities and
[35:32] people, right? Like and driving them and
[35:34] creating that culture to that again, that goal and getting
[35:39] everyone on board for that. Like those are the intangible
[35:42] skills. When you look at the businesses
[35:44] I think that are going to flourish in the future,
[35:46] Obviously, like the, you know, the E like the the IQ is going
[35:49] to be highly, highly important. But like that motor, that biased
[35:55] of action, like these skills going forward, like those are
[35:59] the people who are going to. Succeed.
[36:00] Yeah, the decision making stuff. Totally, totally.
[36:02] Yeah. So anyway, it's going to change
[36:04] things. I'm excited for it for sure,
[36:06] embracing it. And we're seeing it like in our
[36:09] space today in the organization that I'm at, PG4, stuff like we
[36:12] implement. So I'm in the customer
[36:13] experience space, right. So we look at really creating an
[36:17] Omni channel approach to collecting and soliciting
[36:21] feedback, right, whether it be structured or unstructured,
[36:24] bringing that all in house and really helping organizations
[36:27] make decisions, right? And building AI into that.
[36:31] And then the most important part really on the back end is the
[36:34] action piece. So how are you one, either
[36:37] empowering the individuals who are in front of the customer
[36:41] that can actually make action. So they call it like inner loop
[36:44] or outer loop, right, to make proactive decisions that
[36:48] fundamentally change organizations, right?
[36:51] Or, or, and I would say to actually take take action on
[36:58] immediate customers that might be experiencing challenges,
[37:01] right? They just got off a bad customer
[37:04] phone call, right? And how are you making sure that
[37:06] that person doesn't leave with a bad taste in their mouth?
[37:08] They just come out of your retail location and you know,
[37:11] they had a poor experience. How are you making sure when
[37:13] that person goes home leaves a review that you're you're doing
[37:17] something for them? Like take that opportunity of a
[37:21] negative experience and and that is an opportunity to do
[37:25] something positive and turn a detractor into a promoter.
[37:27] Yeah, for sure. So.
[37:29] And we're at this cool stage right now because you know, when
[37:32] we were talking off camera that that we've been in this space
[37:34] for a couple years now. And the thing that is so true
[37:38] is, is AI in any form as a tool, OK, Even something like an LLM.
[37:42] So take like a ChatGPT or a Gemini.
[37:44] The way you prompt, the way you interact, what you upload, the
[37:49] knowledge base you feed in, all of that is up to a human right
[37:53] now. Yeah, it is, yeah.
[37:54] So, you know, go back to my analogy about it being a tool.
[37:58] Like if you give me a paintbrush and you give Picasso A
[38:01] paintbrush, it's going to be two different works of art, right.
[38:04] That's where we're at right now. We're we're not at a stage where
[38:07] things are fully agentic, fully autonomous.
[38:09] They've still very much depend on the human in the loop.
[38:12] So when you apply that methodology to the business
[38:15] cases that we've put together with AI, what's great is the
[38:18] human in the loop is the business operator.
[38:21] The business owner is going to understand what's broken, where
[38:24] the bottlenecks are, what's not happening.
[38:28] And we can go to them now and say, listen, you are at a time
[38:31] here where whatever you think those problems are, you can
[38:33] probably solve them using AI to create solutions that are wildly
[38:39] cost effective and can be implemented within weeks, not
[38:42] months. But having those conversations
[38:45] with these business owners and saying no, like right now, right
[38:49] now, yes, you, you already know what's broken.
[38:51] Like imagine all those great ideas that are sitting in all
[38:54] those entrepreneurs brains right now that they didn't go with
[38:58] because it was cost prohibitive, time prohibitive, didn't
[39:01] understand how to get to the end result.
[39:03] Like today, you can do that. Yeah.
[39:06] So it's just, it's just it's opening people's minds to how
[39:09] powerful this is and then showing them like we've built
[39:11] some tools that are. An initiative, like if they
[39:13] don't have initiative, then you know none of that's going to
[39:15] happen, right 100? Percent, yeah, just going out
[39:17] and doing it and on like, like, look, people who just take that
[39:20] initiative right away, like, again, those are the people, the
[39:23] businesses that are going to flourish and be more successful.
[39:26] And we're seeing that today. And so companies have to adapt.
[39:29] They have to adapt quick and they have to, when you, you
[39:33] know, going back to the people element of it, you need to hire
[39:36] people who are OK with that adaptation and just changing,
[39:41] right? Like that's people.
[39:43] You need people who want to evolve better.
[39:46] Yeah. And understand that like when
[39:48] you start to look at some of these solutions, it's often the
[39:52] least sexy that will get you the highest return.
[39:55] Like we we had one client of ours that we put in some AI
[39:58] solutions that essentially eliminated.
[40:01] The copy and paste between two systems and it drastically
[40:05] reduced the keystrokes that his admin team would need to punch
[40:08] totally. So he looked at it as I'm
[40:10] actually going to keep all of my staff.
[40:13] I'm not going to let a single person go, but I'm going to
[40:15] redeploy that time into doing what I care about, which is
[40:18] looking my customers in the eye because every time they're
[40:21] looking down at the keyboard, they're actually not doing their
[40:23] job. They're doing the redundant
[40:25] things they have to do, but they're not doing what I want
[40:27] them to do. So looking at it like that, like
[40:30] what are those things that that you know is it's a waste of
[40:33] time. Yeah, you, you can automate
[40:35] those, but just have the, have the, the, you know, the, the
[40:39] foresight to know that that's possible right now.
[40:41] And some of these software solutions, like even the stuff
[40:43] you guys are doing, it's incredible.
[40:45] Yeah, I love the people though, that you talk to and they're
[40:47] like, oh, this is just like a 3-4 year bubble.
[40:49] Like you say, shit, it's just a fucking bubble.
[40:52] Same people said that with the.com Yeah, same people said
[40:55] that with. The Internet?
[40:56] Yeah. What the hell is the Internet?
[40:57] Yeah, well. It's just a bubble.
[40:58] I don't know, like what's gonna go backwards at all, but like,
[41:01] it's fucking doing a lot of shit that people don't have to do
[41:03] anymore. So like, yeah, I don't think
[41:05] anybody would give any of that up.
[41:06] Yeah, yeah. And then and then looking
[41:09] forward to like it's, it's going to be cool.
[41:11] These next three or four years are going to be insane.
[41:14] Yeah. Yeah.
[41:14] It's going to make a lot of millionaires.
[41:16] Oh. Yeah, yeah, and and with AB too.
[41:18] Yeah, 100%, yeah. So on the work side, you looking
[41:23] forward, what are you excited about?
[41:25] What do you guys have coming down the pipe?
[41:26] Anything you want to talk about there?
[41:28] Yeah. Look, I think the customer
[41:31] experience space in general, I've been in it for eight years
[41:33] now and it's evolving, right. We are, we're we're kind of at
[41:38] the crossroads with AI as well, right, And how to implement that
[41:42] into into our business even more so now.
[41:45] So I talked about like the different elements and journeys
[41:47] along that. So it's how do we make sure we
[41:49] capture all that information that's out there?
[41:52] Talked about it earlier, whether it's like social reviews, like
[41:55] the unstructured elements of it to the social reviews, the
[41:58] contact center conversation like that is gold.
[42:02] That data, like when you call in a contact center, you're not
[42:05] calling in just to shoot the shit for.
[42:07] Yeah. Hey, how you doing?
[42:09] Nobody's happy when they call it.
[42:11] You're usually pissed. Are you trying to get shit done
[42:13] because something's broken? And so like taking all of that
[42:17] information and being able to aggregate that with also like
[42:21] the experience that someone has on your website, in your store,
[42:25] Like how are you marrying that all together to create a
[42:29] consistent experience for your customer?
[42:32] And how are you proactively fixing any gaps and problems
[42:35] that come about? Right.
[42:36] So I'm excited just to continue to evolve that.
[42:39] I mean, we're a leader in the space.
[42:41] And you know, when you look at again, on the back end, how are
[42:44] you empowering organizations and people to take that action?
[42:49] One of the things that we've done is like, you know, you're
[42:51] breaking down silos across different departments in an
[42:54] organization because the left hand doesn't always talk to the
[42:56] right. And so the benefit in having
[42:59] like ACX platform in place is that it creates like 1 view of
[43:04] the customer, right? And when you can see that one
[43:08] view, it's hard to argue this over that it's, it is, you know,
[43:13] it's, it's very black and white on what's there.
[43:15] Yeah, for sure. How you talking to your kids
[43:17] about AI? So you know my son act like the
[43:22] kids at 12 years old grade 7, right?
[43:24] Like he knows what GPT is. He uses it to actually encourage
[43:28] it right? Especially like being in tech
[43:30] and AII. Tried to too.
[43:31] Yeah. The teachers like, fight him
[43:33] like crazy on it. Yeah, it's well, we got him into
[43:35] code. He's been in coding too.
[43:37] He's done pretty well in school and he's always picked things up
[43:40] pretty quick. Sharp kid.
[43:42] And so we got him into that earlier.
[43:44] I mean, coding is kind of going down a different path, but it's
[43:47] still, you know, it, it stimulates that creative brain
[43:51] capacity. So like the things it teaches
[43:53] are still very relevant, right? That critical thinking.
[43:56] So I'm, I encourage it. You know, my daughter's probably
[44:00] a little young for it still at nine years old, right?
[44:05] Grade 4. So she's not really is is much
[44:08] using it, but he's he's using it and I just I keep encouraging
[44:12] and I'm like, man, you're like going down the path like it's
[44:15] something you need to be very fluent in and it's something for
[44:19] you. Like, you know, I was, I was
[44:21] talking like there's talking about different people and like
[44:25] starting organizations at like 25.
[44:27] I'm like, man, that's like 13 years away from where you're at
[44:32] and becoming millionaires and billionaires.
[44:33] I was like, you know his names, Landon and his friends call him
[44:35] Lambeau. I'm like, if you really want
[44:37] that Lambeau, you know, you gotta work your ass off and
[44:41] look, you gotta, you gotta think of something creative.
[44:43] Like I have fun. I'm not obviously putting
[44:45] pressure on them, but AI is a great space to to get into.
[44:49] So understand it, play with it, you know?
[44:51] And it's it. It has changed learning a lot.
[44:53] Like it makes learning easier if you use it properly.
[44:56] Oh, for sure, yeah, 100%. And it exposes them to you know,
[45:00] you talk about the prompting to right, like know how to ask
[45:02] certain things, know how to get certain answers right, like
[45:05] you're trying to get to the outcome.
[45:06] That's that's the end goal, right.
[45:08] And it's you know how how do you end up getting there?
[45:11] And kids just he get like, you know, it's funny.
[45:14] He'll the way you know what, sometimes old school, we'll just
[45:18] think of something. We'll try to think of it.
[45:19] He'll just like ChatGPT like it's it's automatic for them,
[45:22] right with everything. So I think there's an element of
[45:25] it taking away some creativity. But to me it's if you can do it
[45:29] more efficient and effective then why not?
[45:31] For sure, and and finding the right like depending on like
[45:34] what you're looking into or what you're trying to research.
[45:36] Like also the difference is bouncing between like a ChatGPT,
[45:39] A grok or perplexity because like they all kind of give you
[45:42] like a little bit of a different foundational answer.
[45:45] They do. So like when somebody's
[45:46] researching stuff, like even even my kid will like I tell him
[45:49] to use like two or three different ones because like
[45:50] you'll learn a little bit differently from each of them,
[45:53] but they'll all give you some like some good foundation on
[45:55] what you're trying to figure out.
[45:56] Because sometimes he just doesn't understand what the
[45:58] teacher's trying to like, teach or explain, or what he's got to
[46:00] read about. Well, teachers aren't even
[46:02] teaching AI today, right? Like no, not at.
[46:04] All yeah, like they're not teaching it.
[46:05] So again, I think like how I grew up and you know, school
[46:10] teacher, city worker, right in a smaller town, like these are
[46:13] things like we probably weren't as exposed to, I mean, nobody
[46:16] was exposed to obviously at that time, but just like different
[46:19] like business in a in a certain degree.
[46:21] And so that those are things I'm trying to just instill in my
[46:24] kids should they want to go down that path.
[46:25] Yeah, for sure. I can remember, too, when I was
[46:28] in school and it was, it was math class.
[46:30] And, you know, the exercise was to to do it longhand and write
[46:35] it out. Yeah, I always remember there
[46:37] was a teacher that said to me because I had a calculator on my
[46:40] desk and I was going to use it. And she, she pushed it aside and
[46:42] she goes, you know, you're not always going to have a
[46:44] calculator in your pocket, so we're going to mess.
[46:49] Yeah, yeah, yeah, we all do. Every single one of us that's
[46:52] going to be the same as AI because like you already like,
[46:56] even if you're listening to this and you don't think you're using
[46:59] anything AI bullshit like Go as simple as Google right now, you
[47:03] go to Google and you search anything.
[47:05] Right now you got your sponsored results.
[47:07] And then right below that you've got your Gemini results.
[47:10] Yeah, you already have AI answering your questions.
[47:12] You know, you follow other big announcements like with Apple
[47:15] right now, Apple, the next generation of Siri is going to
[47:19] be a partnership with Gemini. So now you've got AI in all of
[47:24] your devices, all your, you know, Google Homes and Nests and
[47:27] and iPhones. My truck, when you talk to the
[47:29] to the truck, it's grok. So like you're literally talking
[47:32] to to AI the entire time It's. Crazy how it's applied to every
[47:36] and these big organizations and these big LLMS, right?
[47:39] Like, I mean, it's, it's their platforms that are basically
[47:42] powering almost like, you know, the world's AI and it's just,
[47:46] it's unbelievable to see. So anyway, yeah, very, very
[47:50] excited for what it's going to do.
[47:51] I think, you know, we talked earlier too, this is like that
[47:55] time frame where, you know, we need to act.
[48:00] It's if you have an idea or you know, you think you want to do
[48:03] something like now's the time, right?
[48:06] Because there's going to be, like you said, a lot of
[48:08] millionaires and billionaires created in the next little bit,
[48:10] so. There's some funny shit
[48:12] happening too. Like Even so, I like, I like, I
[48:15] love country music. In the top 100 right now in the
[48:17] country music, like 2 of the songs in the top 100 are AI
[48:21] artists. Like you see the album cover and
[48:24] you know the name and you're like oh fuck, like I like this
[48:26] guy. But if you do a little bit of
[48:27] research, it's literally just AI.
[48:29] Like it's not a person. It's a made-up person.
[48:31] Yeah, and like it it, that shit's legit.
[48:34] Like it actually sounds good. Like if I like good songs,
[48:37] there's some industries that are really gonna take a shit kicking
[48:40] because of this kind of stuff. Like designers, writers like.
[48:43] Programmers. Yeah, like movie writers,
[48:46] engineers. Yeah, it's true, right?
[48:49] Like, huge organizations aren't gonna need 1015 engineers on
[48:52] staff to do all the work that engineers normally would do.
[48:55] They're going to need a couple that make the decisions with all
[48:58] the shit that AI puts out. Right.
[48:59] But and that's why I like the decision making, the
[49:01] communication, like it goes back to some of those like, you know,
[49:04] skills and traits that that have always been fundamental in in
[49:09] success is that they're just going to continue.
[49:11] Yeah. Yeah, that's crazy, you know.
[49:13] You got that? That falls right into your gym
[49:15] playlist now. So now you got AI artists.
[49:17] Yeah. Yeah, and then he just adds that
[49:19] to his his, his gym playlist's got like a lot of Christina, a
[49:22] lot of Britney. Oh yeah, yeah, OK, B.
[49:24] And now AI artists. Right.
[49:26] Well, you're going to know how to hump.
[49:27] Yeah, you you shouldn't know how to use it.
[49:30] So you took his playlist. OK, there you go.
[49:32] All right. I think the other thing that's
[49:34] going to happen with AI too, not to make this a fucking AI
[49:36] podcast, but like there's these waves of adoption and there's
[49:40] these waves of like a couple things we've seen with consumer
[49:44] behavior. How many people right now would
[49:47] prefer to text over speak on the phone?
[49:50] Oh, I, I just, I speak all that it's.
[49:52] Huge. Yeah, yeah, my.
[49:53] My kids know all my texts because I just say it, you know?
[49:56] Yeah. But that that was a huge change,
[49:57] right? Like we're moving away from the
[49:59] phone into text based and text based right now is the the by
[50:03] far the preferred method of communication.
[50:06] And I know sometimes I'll call people not to pick on tape, but
[50:09] like, if if I call her, she almost it comes with a like, oh,
[50:12] what's wrong? Yeah, yeah, yeah.
[50:14] Because it's just. Not like you know, we text or
[50:16] e-mail, right? The same thing is going to
[50:18] happen with some of these chat bots because like in early
[50:20] versions of web chat, call it, you had these FAQ bots.
[50:24] They, they really weren't AI, but what they were is they were
[50:27] trained on a knowledge base and they were able to.
[50:29] Like many chat. Yeah, like the.
[50:31] Really, really low tech ones. And then they did the same thing
[50:34] with the phone agents. The phone agents were fairly low
[50:37] tack when it first started out. They were tied to a knowledge
[50:40] base and they had a job to do and that was it.
[50:42] And there were so many people that would like scream at it,
[50:44] like talk to an agent, real person, right?
[50:46] We saw it on all of our clients sites.
[50:48] But now what's happening is the AI is getting so good that I
[50:53] think in the next couple years people will get upset if a real
[50:55] person picks up the phone because they'll be like, oh, do
[50:58] they know the answers? Like could?
[51:00] Because how could they possibly know as much as AI?
[51:02] They can't. And you can train them to have a
[51:04] personality now, like it's not like you're talking to like a
[51:07] like robot recording robot. Like half the time you could get
[51:10] like and like what we've done it through the other business.
[51:13] Like you legit have phone bots that sound like a person have a
[51:17] personality the way you want to train it to be.
[51:19] And they talk to you and like make jokes with you, even.
[51:21] Like we've tried playing with them to like mess it up and
[51:23] stuff and throw some like weird shit at it and like it'll
[51:26] respond, give you like a really cool answer to like make you
[51:28] think it's a person, like with a personality.
[51:31] Well, and on the customer experience side too, like I'm at
[51:33] the front end of that, right? So like, look, I've, I've
[51:37] experienced 1 of Canadians, largest companies in one of our,
[51:41] you know, industries that is like a, you know, duopoly or
[51:45] triopoly, right figure trying to get, well, trying to get a
[51:50] credit card from them and spending countless hours on the
[51:55] phone with an agent to get a credit card with a bank I've
[51:59] been with forever, my entire life, right?
[52:02] And, and I was getting transferred from department to
[52:05] department like it was brutal. The worst experience and then
[52:09] the end 3 weeks later they're like, oh your card wasn't
[52:12] mailed? Like we wasn't approved.
[52:14] I was like, I went through this process with it was.
[52:16] It was so infuriating. It literally happened with us
[52:19] too. Remember the exact same thing
[52:20] the Burlington dads. Totally crazy.
[52:22] I think you're going to say we just registered that last
[52:24] business too. It was the same thing like it.
[52:26] It will get better, but right now.
[52:28] No, it wasn't he. I was the person.
[52:30] Yeah, human. We did it with the bank.
[52:32] Yeah, it was crazy. And and like, yeah, I'd rather
[52:34] talk to a robot. So there's organizations, a lot
[52:37] of organizations actually. That's like a sweet spot space
[52:40] where companies are building agents that are and and you
[52:43] know, a chat bot versus an agent, agents are more
[52:45] proactive, right? So chat bots are going to answer
[52:48] your questions and direct you to certain areas.
[52:50] An agent is going to think on its own and it's going to be
[52:53] proactive in some of the prompts that it brings up to you, right,
[52:56] which is next level, right? You can get down to even like,
[53:00] you know, selling more to the individual, right?
[53:03] Hadn't thought about this product, right.
[53:05] But then even going to the voice piece, like, yeah, I'd way
[53:07] rather talk to a robot that has access to all of the FAQs, all
[53:12] of the answers and can scan that in seconds versus a human.
[53:16] Like, you know, it just it takes them longer.
[53:19] That's the reality of it. So that's one role where like,
[53:22] yeah, I would love to see that impacted more and more
[53:25] organizations take that on to resolve some of these challenges
[53:29] that we're all experiencing for sure for no reason.
[53:31] Yeah. And train those agents all the
[53:32] way through like we've got a couple like I was telling you
[53:35] off camera about the the car dealership.
[53:37] Yeah. You know, software that we built
[53:39] and those agents have objectives and the one on the sales side
[53:43] can go as far as checking inventory.
[53:45] Yeah, confirming where that vehicle is and scheduling a test
[53:49] drive. Yeah.
[53:49] So like. You lift those.
[53:51] Experience has just gone to just show up and you know, if the
[53:55] dealership does their job because they get notified of
[53:57] what has to happen, it's your keys, it's ready.
[53:59] There's a keys. Go for your test drive.
[54:01] Like it's going to get that autonomous.
[54:03] It already is. Yeah, yeah.
[54:04] And build, you know, build the guardrails as you should and all
[54:07] that. And yeah, as long as you build
[54:09] it properly, then, you know, there, there, there might be
[54:12] some hallucinations along the way, but it's getting better,
[54:14] like less and less of that, Right?
[54:15] Yeah. Yeah, we sat with one tech
[54:17] partner that has the hallucination thing as close to
[54:20] figured out as I've ever seen. And it's it's crazy how smart
[54:24] the technology. It basically balances out multi
[54:26] LLMS and creates a debate. Nice.
[54:29] OK. And it it's again, it's, it's
[54:31] emerging technology, but it's like, yeah, somebody's gonna
[54:33] figure it out, right? Yeah.
[54:34] That's cool. It's very cool times.
[54:36] Yeah. What else, man?
[54:39] We didn't ask you about your kiddos say 20 years from now.
[54:42] So your kiddos are here 20 years from now.
[54:45] What's your legacy in their mind?
[54:46] What are they going to say about Dad 20 years from now?
[54:48] Yeah, legacy of dad, I would say, you know, again, I want to
[54:55] be that father that that shows up, right?
[54:57] And I and I, I feel like I, I'm definitely, I'm definitely
[55:02] there, right. We definitely encourage the kids
[55:04] to have their friends over, right.
[55:05] So almost just having an open door.
[55:07] Yeah, for their friends to come over.
[55:10] And so I think like just being that welcoming home for them,
[55:14] for their friends and everything.
[55:16] Like we kind of create that environment for our kids.
[55:19] I also think again, like they, they see like how hard I work
[55:24] too and what I do. And so I think that they'll, you
[55:28] know, I hope both, you know, again, working out and, and
[55:31] doing that and staying disciplined and regimented with
[55:33] a routine, but then also like professionally and work.
[55:36] And, you know, I hope they see that and just see like one that
[55:39] has a passion for something. And he, he, he loves what he
[55:42] does and that's why he does it to the extent that he does it.
[55:46] So I hope they find something that they love and I hope they
[55:49] put their heart and and everything into it as well.
[55:52] It's great, man. Creating that space is so
[55:54] important. Dude.
[55:55] I've done that since day one and I'm so I'm I'm so proud of the
[55:58] fact that my kids kids have friends yeah that know the code
[56:02] to our house yeah and know that they are welcome hold up you
[56:05] know cuz we. Kids know the code to your
[56:06] house, but I can't have the fucking code.
[56:08] We got systems in place here, Jamie.
[56:10] Chris. Chris and I'd be at your house
[56:12] every day. We.
[56:12] Talked about guardrails, right? Yeah, That applies to people
[56:15] too, you know. And, and moving forward too,
[56:18] like I, I've said this with some of my, you know, closest
[56:21] friends, Jamie obviously, and boys like JD where it's like,
[56:25] here's the I'll talk to Laura, we might be able to get your
[56:29] code. Where I've said to him, like,
[56:31] dude, my kids need a safe spot that isn't my house.
[56:34] Because there's going to be a time where I'm not home or
[56:37] there's going to be a time where they're mad at me or think I'm
[56:39] stupid or whatever. And if they had the place across
[56:42] the road where they knew they were welcomed and safe and
[56:45] supported, then that's great. And like you with your best
[56:48] friends, you can create that so you, your kids know they've got,
[56:52] you know, they get, they got a little home away from home.
[56:54] And, and kids, even at that age, like my oldest daughter's 10,
[56:58] she's already starting to do it. Yeah, she knows that she's
[57:00] welcome there and she's welcome here.
[57:02] And I don't even have to think about it.
[57:03] I know she's safe when she's there.
[57:04] And best believe those kids are safe when they're here and then
[57:07] create that, you know that system.
[57:09] Well, you want to be able to That's that's one thing me and
[57:11] jazz always say to each other too, is right.
[57:13] You want to know your kids who their friends are.
[57:16] My dad had the competitive advantage that he obviously knew
[57:19] who most of my friends were because he probably taught a
[57:21] lot, right? And he was in the school system.
[57:24] But if you're not a teacher, if you don't see the kids all the
[57:26] time, it's like how you going to get to know your your kids
[57:29] friends and you know, you just got to have them over right And
[57:32] just make sure that they're hanging out with the right
[57:34] people obviously too. Yeah, for sure.
[57:35] Our house the same way like all summer long.
[57:37] It's literally the party backyard.
[57:39] That's where, yeah. So the parents end up coming.
[57:41] So it's like, hey, just you guys might as well come too the kids.
[57:43] There's gonna be 6 or 7 kids, like a couple of the parents,
[57:46] might as well come. Lot of pizza Bills, right?
[57:48] Lots of Uber Eats, Yeah. Lots of Uber Eats.
[57:51] Lots of dogs, lots of burgers. Yeah, but it's worth it, you
[57:54] know, I wouldn't trade it for anything.
[57:56] Yeah, for sure, 100%. Pantry full of snacks.
[57:58] My kids were just over at his place and they're like, oh, he's
[58:00] got pop Tarts. I'm like, well now we have pop
[58:03] Tarts. I go like that.
[58:04] Yeah, yeah, yeah, yeah. Yeah, yeah, too funny.
[58:08] Let's keep on the dad train. Here we have a segment we like
[58:10] to call Bring us a Dad Joke. Yeah.
[58:12] Could you tell us a joke? You know what?
[58:14] I actually had to look one up. That's fine.
[58:16] My my wife and kids told me I wasn't funny.
[58:20] So yeah, like, Dad, you're not funny.
[58:23] So OK, so back to my bartender. I was like, I got to think of
[58:27] something kind of relatable. So bacon and eggs.
[58:29] Walk into a bar. Bartender says we don't serve
[58:31] breakfast. There you go.
[58:36] That's good. That's.
[58:38] Good. Yeah.
[58:38] Anything else man? Any tell the people that get in
[58:40] touch or what you got coming up. Or no, I would say.
[58:43] You know, another thing actually, we so dad ISM.
[58:48] I know you guys talked about that as well too, right?
[58:50] Like one of the things I asked my my kids yesterday and it kind
[58:54] of goes into a bit of that tough love, right?
[58:55] Making sure that the kids appreciate what they have and
[58:59] you know, they don't get everything they want.
[59:01] Keep them humble. Correct.
[59:02] So I was like, I was like Landon, what's like a dad?
[59:05] What's something I always say immediately, no, He's like, he's
[59:10] like, you say no. And I was like, OK, fair.
[59:13] So look, I think I but I think, you know, he said it with a
[59:16] smile on his face because he knows obviously, look, when he
[59:20] wanted a fishing rod to go fishing with his friends, when
[59:22] he wanted a new baseball bat for baseball, that like those are
[59:26] things we're going to go get for that, right?
[59:28] But if he wants, you know, just this, I don't know, New Jersey
[59:32] or whatever, just because and he's already got something
[59:36] right. I think one of the things is it
[59:38] makes them think about what they're asking for, right?
[59:40] Do they really need that? Is it a need or is it a?
[59:43] Want right and I just download this game too it's only it's
[59:47] only 1999. I think I just get this game I.
[59:49] Think we're going to say Robux and I was going to say like a
[59:52] fortnight. Dollars, Robux, My, my, I got
[59:55] lucky. My 15 year old, when he was into
[59:56] the Robux stuff, from like age 6 to 11, he started coding his own
[1:00:00] game. So like he would be charging
[1:00:02] people Robux to play his game. So we literally never had to
[1:00:05] give him any money for Robux because brilliant.
[1:00:08] Yeah, he was awesome. Even T-shirts, like he was
[1:00:10] designing like clothes that people would like, buy the
[1:00:12] clothes for, like, you know, 10 Roebucks or 15 Roebucks.
[1:00:14] So yeah, like he was good that way.
[1:00:16] He tried doing the YouTube channel stuff, but like, I'm not
[1:00:19] a techie kind of guy, so there was no way I could help him down
[1:00:22] that path. But yeah, he did the Robux thing
[1:00:23] and fuck he loved it. Good on hey, they're not so bad
[1:00:26] as a company. Yeah, Jesus, Yeah.
[1:00:29] So, yeah, that's it, man. Look, I'm excited for, you know,
[1:00:32] again, like you, you want to leave that legacy with, with
[1:00:35] your kids, right. And I think until, you know,
[1:00:39] prior to having kids, for me it was, you know, you obviously
[1:00:42] have purpose in its success. And, you know, you want to
[1:00:45] continue to drive and be better just as a, as a human.
[1:00:47] Yeah. But then you have kids and it's
[1:00:49] like that whole level of purpose.
[1:00:52] Yeah, more so. Right.
[1:00:53] It's cliche to say, but it's, it's absolutely true.
[1:00:55] And you want to set them down a better path than you were on and
[1:00:59] give them better opportunities that you had.
[1:01:01] And I was fortunate. Like, you know, my parents, like
[1:01:03] I said, they, they gave me a lot, right?
[1:01:05] Like very humble upbringings. But like, we went on family
[1:01:07] vacations, like I played travel sports.
[1:01:10] And, you know, very grateful for they, you know, growing up in a
[1:01:14] small town. And I would say they just
[1:01:17] instilled a lot of those like foundational things in you
[1:01:21] where, you know, again, be a good person, stand up for what's
[1:01:26] right and then just like work your ass off.
[1:01:28] And so I want my kids to to do the same thing.
[1:01:32] So every day I'm always thinking, you know, one of my
[1:01:34] neighbors I remember said to me, he's like, you know, his kid was
[1:01:37] a little older and he's like, you know, your kids are watching
[1:01:39] you. And This is why I do this and
[1:01:41] this. And because like my know my
[1:01:42] son's watching every single move I do.
[1:01:46] And so that's just something you know, I'm always conscious of as
[1:01:48] well too, right, Making sure you're a good example for your
[1:01:51] kids. That's.
[1:01:52] That's number one, having the support of your wife behind you,
[1:01:54] like you have to go through all this like that's that's huge
[1:01:56] man. And and it's cool now that you
[1:01:57] can help push her and give her the support for her to go down
[1:02:00] her path. And we'll give a shout out.
[1:02:02] We'll put their their their Instagram of it.
[1:02:03] What's what's their Instagram? The two Jazzes?
[1:02:05] Yeah, no, it's at elevated interior.
[1:02:08] So yeah, we'll, I'll send that over.
[1:02:10] But yeah, make sure you guys follow, make sure you give them
[1:02:13] some love. They do amazing work.
[1:02:15] And yeah, she is. She is the rock.
[1:02:17] Honestly, she's a huge reason why I've been able to do what I
[1:02:21] do. And I think we can all say that,
[1:02:22] right, with our better halves for sure to keep us in check,
[1:02:26] right? There you go.
[1:02:27] Yeah, Right on, man. Well, thank you so much for
[1:02:29] doing this. Really appreciate it.
[1:02:30] OK, thanks. Guys, make the time, man.
[1:02:32] Yeah, Thanks guys. It's been a blast being here.
[1:02:34] Right on. Cheers guys.

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