“It’s more than just a product, it’s a story.” Patrick Ip, Google’s Business Innovation Lead, talks to IBM’s Robert Schwartz about developing and marketing around customer experience.
Introduction 0:46 Google’s growing appreciation of customer service 2:14 The “story” paradigm of product design 4:15 Google’s research-and-debate process for product design 8:34 Successful marketing: selling the experience rather than features 12:14 Patrick’s upbringing: Learning “servant leadership” 20:00 Taking advantage of luck as a success strategy 23:14 Patrick’s work running social media for the United Nations 25:16 Patrick’s startup Kip Solutions: social media consulting for non-profits 26:38 Patrick’s drive for responsibility 29:27 Patrick’s “Baller Dinners” community of givers
Lightning round 32:58 Favorite social platform: Facebook 33:05 Someone you admire: Patrick’s parents 33:11 Brand you respect and why: Virgin 33:27 AR, VR, or AI: AI is most interesting
Audience questions 33:55 How transferable were your social media insights cross-culturally? 35:12 What’s the number one success indicator in product adoption? 36:53 How do you source and compensate research interviewees? 37:58 As AI advances, how will that change how people interact with your products? 40:58 What advice would you give a fifteen-year-old? 43:07 Do you see IBM and Google partnering in moonshot projects? 44:27 At what point do you say “Let’s try something new even if it makes people angry”? 47:04 What’s on your reading list? 49:16 When you think of IBM, what do you think of?
Jorge Espinel, Head of Global Business Development at Spotify, talks with Robert Schwartz, Global Leader of Agency Services at IBM iX, about creating meaningful customer experiences and finding innovative solutions to challenges in the music industry.
Just a few years before the launch of Unbabel Inc., a global machine translation agency based in Portugal, the world was a very different place. In 2009, Greece conceded its €300 billion debt, sounding the alarm bell on a crisis in the Eurozone. Within two years, social media communication assisted in fomenting the wide-scale protests […]