Orchid Bertelsen has lived many lives in her journey from innovation to business ops. Ever heard of Nestlé’s digital human Cookie Coach, Ruth? Hint: She was heavily involved in the making of Ruth and its success in bridging the gap between technology and human connection. Be sure to stay tuned until the end to hear about the shifting dynamics between consumers and corporations in the digital age, the loving nature of critique, how Facebook never really died in the land of Suburbia, and in true Orchid fashion: a Scandoval reference.
Threadaverse
- {00:12:12} - “At the heart of {the Virtual Human Cookie Coach} was how can we serve more customers through a connected and consistent experience while utilizing technology and obviously using all of that information to make the product better, to make the experience better.” - Orchid
- {00:14:45} - “Microsoft is so far ahead of everything and they always fail as a result. That's the problem.” - Brian
- {00:16:52} - “If you use technology you can infinitely have more relationships and connectivity and serve more customers than your human constraints of the nature of having one person having one conversation at a time.” - Orchid
- {00:23:29} - “There is an opportunity and also a watch out that a lot of those fake relationships can take up more mental space than the real relationships that you're creating.” - Orchid
- {00:31:03} - “Because there's a deficiency in the services that the government is providing or a frustration around that, people are looking to the private sector, and so all of those things between the rise of social media, between just asking more of corporations, I think that's where people want to engage. And that's why there is critique because there is a higher expectation of how brands and companies conduct their business.” - Orchid
- {00:33:20} - “Customers and fans have an unbelievable amount of power that outweighs the collective bargaining capabilities of the workforce. And I wonder if that's a fundamentally modern problem that we've never really said out loud, but we all sense to be true.” - Phillip
- {00:40:43} - “They had to find something novel that they were uniquely positioned to deliver on and so that's why you had the pivot from a lot of talk about the Metaverse to all of a sudden they have released a product. And I would say one of the most successful product releases in modern history. But now they've released a product that is not shiny, it is not new, it is not innovative, but it works and it works for the people in this time.” - Orchid
Associated Links:
Have any questions or comments about the show? Let us know on futurecommerce.com, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners!