Ben Gilbert: preference

Transcript context

…So I think you’re going to see voice on ramps adopted within e-commerce situations that are going to change the way in how we buy. And seems like such an exciting time to do that but you have to do it in a way that reinforces kind of the brand and the buying experience. Dan, I think that’s super insightful. I think that’s totally right. And I think that, you know, I have the Starbucks app in my phone, I pull it out when I get to the register. I often don’t think it’s worth it to pull my phone out when my hands are cold in this Seattle weather and like punch in the order, But if there were, and I know this is a problem on Apple’s side, not Starbucks’ side, but if I could pull out Siri and say “three minutes almond milk latte, Starbucks 3rd and Madison” and it was just there, I think that’s when you break out of that uncanny valley and it actually slots right into your life in a convenient way. Yeah. And I think it comes back to what we were talking about a minute ago of everything has to be in service of creating a superior customer experience. Part of a superior customer experience is not taking your phone out in your hand and pushing a button when it’s cold out.…

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