This episode features an interview with Boone Putney, Chief Technology Officer at Fetch Package. Boone talks about bringing excitement and beauty into the customer experience, the importance of all teammates understanding the end user, and how technology and CX go hand in hand.
This episode features an interview with Boone Putney, Chief Technology Officer at Fetch Package. Boone talks about bringing excitement and beauty into the customer experience, the importance of all teammates understanding the end user, and how technology and CX go hand in hand.
Quotes
*“I'm definitely passionate about the customer side of things. I think you can have some pretty hollow technology if you're not thinking about the implications of the customer experience. Same thing if you're exclusively thinking about the customer experience and not figuring out ways to leverage technology to deliver that experience.”
*”Our entire team has an understanding of the end user. And our product managers have an end user focus. Their core job is to make sure they're bringing to the table this end customers’ core needs, and they can know that customer better than anybody. And then they can interface with the technology and the engineers to figure out a solution together, and make sure we're building the right solution. User research and user testing is a big piece of that. Having somebody dedicated to knowing that user and being their advocate within the product delivery process is very impactful for us.”
*”I love sales. We wouldn't have any jobs if it weren't for sales. But I think the place I've seen some cultures go wrong is being very sales driven, where you have a customer or a certain set of customers ask for functionality and just smashing it through the product without really understanding how it affects the core offering and the rest of the user base. So we're lucky that we can take a look at that from all angles instead of any individual perspective.”
*”[Customers] want us to take good care of their packages, to alert them when we have a package and make sure we deliver a package when we say we're going to, the way we say we're going to. But beyond that, anything we can do to bring some excitement and beauty into the process is really important for that end user.”
*“The most important thing to me is the symbiotic nature of technology and customer experience. In this day and age, you can't really have one without the other. Or you can, but it just won't be a great experience.”
Time Stamps
*[0:08] The Case of Multiple End Users
*[0:33] Introducing Boone Putney, Chief Technology Officer at Fetch Package
*[8:57] Evidence #1: Using clunky pre-existing tech tools
*[12:37] Evidence #2: Most processes are manual and inefficient
*[22:54] Evidence #3: Gig workers' rely on their parent company's app
*[27:19] Debrief
*[28:11] HGS Pub
Bio
Boone has spent over 25 years writing software from games for the TI-83 calculator to developing solutions for Fortune 500 companies facilitating billions of dollars in annual transactions. Luckily enough, his first introduction to programming was in 2nd grade as part of an advanced curriculum in the Austin area public school system. He soon convinced his parents to purchase the first family computer with a 25MHz processor and 8MB of memory. Boone continued his software engineering education through high school and college where he graduated Summa Cum Laude with a degree in Computer & Electrical Engineering from the University of Texas. After graduation, Boone spent the intervening years developing software and leading teams across large multinational corporations and start-ups alike including UPS, State Farm, Waldo, CardMyYard, and Pizza Hut.
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This podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.
Links:
Connect with Boone on LinkedIn
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Lyssa Myska Allen: Oh hi, just the person I wanted to see. Come right in, we’ve caught a case. We got a call from a client I want you to hear.
Client: Hi, CX Detectives? I heard you can help my company with a customer experience issue. I run a shipping business with multiple different end users, all with different needs. We have warehouse staff, drivers and package recipients. We’re working to create a tech solution that meets each of their unique needs. Can you help me?
Lyssa Myska Allen: Aha! You’re in luck. I know exactly who can help crack this case: Boone Putney. He’s the Chief Technology Officer at Fetch Package. Boone is managing separate interfaces for each employee persona and has fought a lot of the same battles. So today we’re teaming up together to crack the case of multiple end users. Because we are CX Detectives. Real cases, solved. I’m Lyssa Myska Allen, VP and Global Head of Marketing at HGS. Let’s get started. I’m so glad you’re joining me as my co-detective today, Boone.
Lyssa Myska Allen: Why don't you introduce yourself to the listeners?
Boone Putney: Absolutely. My name is Boone Putney. I grew up in Austin, Texas. Have been here for a long time, involved in all kinds of things, but particularly technology and startups are kind of my core passion. I'm currently Chief Technology Officer for Fetch Package, and it's been a pretty fun, wild ride up to this point.
Lyssa Myska Allen: One of the reasons we're so thrilled to have you on as my co detective today is because of that technology, passion and experience. And so when we really dive into how technology affects, and or powers customer experience, I think your expertise is going to be invaluable. And then you add to it, that Fetch Package has not one, but not two but three different core customers to please with that technology. I'm so excited to dig in.
Boone Putney: Yeah, absolutely. Uh, excited to talk through it with you and, uh, see what we can solve.
Lyssa Myska Allen: Yeah. So how interested are you in customer experience? Do you just love solving problems with technology or are you passionate about kind of the customer side of it too?
Boone Putney: Yeah, I'm definitely passionate about the customer side of things. I think you can have some pretty hollow technology if you're not thinking about the implications of the customer experience. Uh, same thing if you're exclusively thinking about the customer experience and not figuring out ways to leverage technology to deliver that experience. Eventually as you hit scale, it starts to become not too feasible, which is something that we've come across through our lifetime as a company in the early days when we had a couple of buildings, uh, and a few hundred residents, it was easy enough to have somebody on the phone to answer their every question. Whereas now we need to make sure that whatever help a resident needs or any of our end users, we can get it to them as quickly as possible, even if that isn't necessarily somebody on the phone answering their questions, but, but making sure that we have technology to supplement our resources and get people what they're looking for at the end of the day, which is just the resolution.
Lyssa Myska Allen: Yeah, why don't we take a step back? Tell the listeners what Fetch Package actually does.
Boone Putney: Cool. Are you putting me on the spot? I'll have to see how refined my elevator pitch is. It's been a little while.
Lyssa Myska Allen: One minute, go.
Boone Putney: Effectively, we do package delivery for apartment complexes. We receive packages at our warehouse for a specific building, a multi-family building apartment complex. They sign up with us and all of their residents have access to us as an amenity. We have a unique, unique fetch code we assign to all the residents. And then when we receive, uh, one of their packages into our system, we alert them. "Hey, we've got a package for you from Target. Uh, here's the available times for us to come drop it off to you. When would you like that delivered?" Uh, so we move those around the warehouse, get 'em in groups to go out at the selected time that the residents have said that they want their packages. And then we use a gig labor force combined with some W2 in-house drivers, if there are certain bigger packages, complex packages, where the only solution for apartment complexes that deals with, like, sofas or big mirrors or anything that's too big to fit in a locker and would traditionally be thrown in the middle of an apartment common space. Uh, so we, with that labor force we get the packages to them. We have applications to facilitate the delivery process. Let residents know when their package is on the way, sign for it. Take a picture of it. If they've requested us to leave it on their doorstep. And then, then, hopefully everybody's happy at the end of that process. It's a lot of steps that have to take place in order to receive a package and get a resident their package. But we found a really sweet spot in the market where we're providing extra value to residents. They're getting their packages when they want them, which is a solution they can't get anywhere else. And the properties don't have to mess with packages at all, which is a huge savings for the onsite staff. In my day, when I was in apartment complexes, I never got that many packages cause I was very poor. Uh, but now as you can imagine in the modern e-commerce world, apartments are overrun with packages and it's, it's untenable for them to have people on site managing packages.
Lyssa Myska Allen: So we've, we've joked a couple of times now about how many different customers you have with Fetch. Let's walk through kind of who those customers are and how you're using technology to meet their needs.
Boone Putney: Absolutely. Like you said, it, it kind of keeps on going. But the, as far as the core three groups that we are building to and providing experiences for, those are the warehouse team, what we refer to as under the roof. So under the warehouse roof, for whatever reason, that's our, uh, COO George from Amazon brought some Amazon terminology to us. So under roof team, warehouse team, uh, is one. Then we have the on the road team, the drivers, the gig workers and the W2 staff who are delivering packages. And then the residents are kind of the triumvirate. We have all kinds of additional users, as far as the clients, the properties we're dealing with. The CX agents, internal stakeholders, but at the end of the day, it's really those main three ones that we are hyper-focused on, on a daily basis.
Lyssa Myska Allen: Yeah, well, and you didn't even touch on the properties who I would assume would be the ones paying the bills, right. And so.
Boone Putney: That's a good question. It's a really interesting situation. I think it's the first time I've had this in my career where the people who are paying the bills and the decision makers aren't the ones actually using the service. They're effectively paying for the service just so they don't have to ever interact with us or the residents at all for packages. Uh, so it is a very interesting situation thinking we're building to these people. We're trying to please these people, but they really don't have much decision-making ability as far as if they're going to pay for the service or not. Besides if we really do a terrible job and they get angry and they complain to their properties, there's, there's a loop there that we do a very good job of staying out of. I think like our, uh, our churn rate historically is low single digits, just because once properties come on board with this, they stay and we do a decent job of delivering for the residents to use upon.
Lyssa Myska Allen: So not only is Boone working with at least three main customers or end users, but then he has backend systems and intense logistics for the warehouse, driver and resident. And that’s not even counting the Fetch client, whose customer is the resident. So that’s insane - but like in a good way. And that’s why we’re talking with him today. So now that we know more about his credentials, let’s take a little break and when we get back, we’ll dive into the case. Okay, we have a tough one today. Boone and I are joining forces to solve for multiple end users. And he’s going to help us understand how to meet each user’s individual needs using technology. Let’s get into the case. Let’s hear from the client about their current processes and communications with their users.
Client: So, like I said, my end users are warehouse workers, drivers and package recipients. We’re borrowing different apps and interfaces to communicate with each type of user, but none of them are perfect. We’re just making do with what’s out there. Because the tools are not specifically meant for our purposes, the user experience is pretty clunky.
Lyssa Myska Allen: I know Boone can help us here. What was the tech stack like when you first arrived at Fetch?
Boone Putney: In the early days, so three years ago, we'll say, when we came on and it was a lot of building foundational technology and interfaces, native applications for residents to interact with, native applications for drivers to interact with, warehouse interfaces, uh, there's not much opportunity to build the automation if you don't have the interfaces that will sit in between the user and the automation. So first we had to get that framework in place. And now that we have that in a pretty good place, there will still be tons of iteration and additional functionality driven into the front ends. But now we can start taking some of the manual processes that are happening there and replacing that with automation, which is really fun.
Lyssa Myska Allen: Yeah. Well, and for you with so many users, it's not just one interface that you're building, right? Like it's like, oh, a bunch of different ones. How do you, how do you figure out, or, you know what work kind of goes into building user profiles or customer profiles for those individual customers so you make sure that the interfaces are serving them?
Boone Putney: We are a product driven organization, so we always make sure the decisions are being made and flushed out at the product level, Uh, we, we are lucky and have great partners within our board and the rest of the company that they give us the latitude to be able to make sure that our product managers or product director, the entire team is able to, to have an understanding of the end user. And, uh, we, we assign our product managers based on an end user focus. So that's kind of their core job is to make sure they're bringing to the table this end customers core needs, how they interact and they can know that customer better than anybody. And then they can interface with the technology and the engineers to, to figure out a solution together and, and make sure we're building the right solution. Obviously like user research, user testing is a big piece of that, but I think, um, at the end of the day, just having somebody dedicated to that's their exclusive job is knowing that user and being their advocate within the product delivery process is very impactful for us.
Boone Putney: I think one of the hardest parts of product is with limited resources, being able to do the Heisman on people and block them off and tell them no. Keeping the core goals in mind. Uh, I love sales. We wouldn't have any jobs if it weren't for sales, but I think the place I've seen some cultures go wrong is being very sales driven, where you have a customer, a certain set of customers, ask for functionality and just smashing it through the product without really understanding how it affects the core offering and the rest of the user base. Uh, so we're lucky that we can take a look at that from all angles instead of any individual perspective.
Lyssa Myska Allen: Yeah, I think that's brilliant. I think that's like if, if we could end the podcast now and that's like one piece of actionable advice.
Boone Putney: Sweet. I'm going to do a George Costanza and just walk out of the room right now. I've had my, my one victory.
Lyssa Myska Allen: Amazing. We’re starting off strong. I want to talk about where packages begin - in the warehouse - and some ways to streamline the process for employees there. Let’s hear a bit more from our client about their warehouse employee workflow.
Client: For the warehouse workers specifically, work is mostly manual. So they have to read the labels, type the information into the system. And it takes a while to even notify the package recipients that it’s there.
Lyssa Myska Allen: I think I already see where this is going. Boone, you’ve dealt with this already. What did you come up with?
Boone Putney: First and foremost, on the user side in the warehouse, our top goal is to build efficient systems, error-free systems, for those end users, as opposed to the residents where we want it to be beautiful and we'll have like animations and things of that nature. And the warehouse when I'm in there working at the end of the day, I just want to do my job as efficiently as possible and knock out what I'm supposed to. So we have to kind of switch the, switch our perspective when we're building for that user.
Lyssa Myska Allen: That's such an important call-out because it, you really do have really different goals for the user experience. And that goes back to like defining that who the user is, what their needs are kind of making a process and a product that's good for them.
Boone Putney: Absolutely. Yeah. And I think it's really fun and exciting to be able to just switch sides of your brain and switch modes of thinking and, and build something that's totally different. Uh, building towards a different goal. That's equally exciting and provides new challenges all on its own. Uh, but I think I digress from your original question, which was, uh, logging a package in the warehouse. As it is right now, we, uh, we implemented what we called, I think maybe logging 2.0, which was kind of just like from the manual hand typing of everything on the label, uh, into trying to read as much as we can from a label, we scan the label on it. And based on the tracking code, sometimes we can tell like, this is sent. I guess the data points we recorded from a label are who the sender is. So we can say like Target, Walmart, I don't even know where else people shop these days. Those are just the big ones that came to my mind. Uh, so whoever's sending it, Amazon's always the biggest of all. Who the carrier is, so UPS, FedEx, Amazon does some of their own fulfillment. Who the resident is that it's going to, so we can alert them, are the big data points that we're recording in the system. Uh, so as you can imagine, historically, that was just looking at a label and seeing the top left says target typing in target, uh, recording the tracking codes so that they know which specific package it is. And we have a record of it in our system and then typing in the user code if they include that in their shipping address, or typing in the user's name so we can correlate it with somebody in our system. Uh, so that's, As it is right now, we, we switched the, the ordering around so we can pull the sender and carrier out sometimes, like we talked about, and scan the tracking codes. So most of the time we're exclusively typing in user information in order to connect it with the user. Uh, but Th The next evolution is kind of using an image and processing the image to pull that information off of it, instead of having a person have to do all of that manually.
Lyssa Myska Allen: And you do that with image analytics, like you'd be able to build some...
Boone Putney: Yeah. There's all kinds of ways to attack that problem. But, but OCR is reading the text off of the image and then running through various like machine learning or algorithms to try to figure out the important information from that image. It's crazy how much different information is on a label that you don't realize. Uh, since as humans, we're really good at looking at who it's too. Uh, but, but making sense of all of that information from a computer's perspective, and then being able to take action from there.
Boone Putney: So we try to come to the residents, however they want to be interacted with. So the native applications were a big first project for us. Uh, I'm kind of allergic to too many native applications. But I think for the packages specifically, it's something that people are interacting with on a frequent basis. They wanted to be able to, to know in real time when they received a package so they can schedule it and keep status of it. So the native applications are one of the biggest ones. Uh, then we have the web application. If somebody is at work or they refuse to work on a cell phone, we have the web app that they can operate on any device, a mobile or, or web app. And then there's also just the people who would rather call in and say when they want their package delivered or send us a text or an email, and we support all those routes to, to interact with the residents.
Lyssa Myska Allen: So how do you do that?
Boone Putney: I think that when we are interacting with this specific user, we are trying to build to the experience that they're looking to. So on some level I correlate our business within airlines where what they're looking for is just execution on the core offering. They want to take off at a certain time and land a certain time, but it's kind of the same with us. They want us to take good care of their packages, to alert them when we have a package and make sure we deliver a package when we say we're going to, the way we say we're going to. Uh, but beyond that, anything we can do to bring some excitement and beauty into the process is really important for that end user. Specifically, uh, there's, it's an exciting process, getting the package. It's amazing to me, how exciting it still is for me, every time a package comes, it's kind of like a mini Christmas every so...
Lyssa Myska Allen: Yeah, you got yourself a gift.
Boone Putney: Yeah, exactly.
Lyssa Myska Allen: Even if it's just like protein powder or something very
Boone Putney: Oh a sore subject. I'm currently in the doghouse because I always buy way too much protein powder. Uh, my, my wife has put me in protein powder time out, but that's probably too much information for anybody who's uh, who's listening. So, yeah, that's funny you, you mentioned protein powder specifically.
Lyssa Myska Allen: That's what I get mailed often. So.
Boone Putney: Uh, so yeah, to get back to your question, the, executing on what the residents want out of us first and foremost, and make sure we're delivering on our service and kind of their requirements within that, and then making sure it's an enjoyable experience and a beautiful and refined experience on top of that.
Lyssa Myska Allen: Can you give me an example? Like what's a fun example of like a package problem you've solved. You know, we've all heard that like miracle Christmas delivery, like one of those kinds of stories.
Boone Putney: Yeah, totally. I think as far as our customer service team and our operations team and going above and beyond, there's honestly too many stories to mention. I think that the big times, uh, unfortunately for us are, like, Christmas Eve when, uh, there's just a package that's arrived extremely late at the facility, or there was a problem with FedEx and they couldn't get it to us in time. So a warehouse manager drives to FedEx to go pick up the package and deliver it to the resident on Christmas Eve, stuff like that is, uh, is pretty awesome. It's impactful. It's a way that we make, uh, a fan for life. Uh, but it's also people working really hard to, to be able to deliver on that. I think we can, we can provide experiences that are exciting through technology. Just focusing on little things, we probably spent between engineering team, I'd say, like a month going through the intro screens for the resident app. Uh, we had a cool concept where it kind of shows a package. There's always a package in the middle of the screen as you go through four intro screens. And as you swipe, the package is kind of going through the process. Being on a table, arriving at our warehouse, uh, you swipe and then it's in somebody's hands delivering the package and then you swipe and it's on the doorstep or whatever. Uh, so making sure that as residents are first introduced to our technology and our company, that we're really putting a lot of thought into explaining how everything's working, building comfort with them and getting them excited for the new service that they'll have access to.
Lyssa Myska Allen: What was the biggest like resident fail you've ever experienced?
Boone Putney: Resident fail.
Lyssa Myska Allen: Could be like a design decision fail. Like maybe your package fell off the table in your app. I don't know. Um,
Boone Putney: So there was a time where we were out delivering a package and it was a very expensive something. Ah, So we were delivering it and I think, a resident, they were going to the door they're right at the door and somebody stepped out in front of the door. They're like, 'Hey, you have my package.' Uh, and so the, the driver delivered it to that person, but it turns out that that wasn't the resident or the resident claimed it was not their, uh, them that received the package. Uh, so it seemed kind of like an inside job because this was really an abnormally expensive package compared to everything else. Uh, we, we stand by what we do and we, we made sure that we made the resident right. But I think that was an expensive learning process to, to make sure that we really have to triple confirm that we're delivering to the, to the right person.
Lyssa Myska Allen: Wow. Yeah. Did that change any of the protocols or any technology steps or...?
Boone Putney: Yeah, for sure process-wise. We made sure that when we deliver the package, it's somebody that is either in their unit, uh, or we have some other way to verify through an ID or something of that nature exactly who the person is. Just, just being at the door and not being able to show access to the unit is, is not enough. We found out the hard way.
Lyssa Myska Allen: Wow. Yeah. What an interesting and like weird, um, experience.
Boone Putney: Oh yeah, for sure. We shouldn't get into the nitty gritty, but it is like delivering packages, logistics, the millions of packages we've delivered, there's all kinds of wild stuff that happens. And we're constantly trying to react to and build processes around to, to make sure we do better in the future.
Lyssa Myska Allen: So we’ve talked about warehouse workers who manage shipping and residents who receive the packages. Let’s touch on the middle men (and women) - the drivers - as our third customer persona. I want to hear once more from our client about their drivers’ needs.
Client: Our delivery drivers are gig workers. So we work in tandem with their company on package delivery. And we rely mostly on their company’s app as the technology to facilitate their work. But the app has its shortfalls. Like if a delivery driver needs to get into a gated community, the app doesn’t prompt for a gate code.
Lyssa Myska Allen: We can definitely help our client smooth out the delivery drivers’ tech tools. What are some things Fetch does to make that process a little easier, Boone?
Boone Putney: Drivers are a cool one and a really big focus right now with how difficult sourcing gig workers has become. It's kind of a combination of the warehouse side, where we're really focused on efficiency and reducing errors and also accommodation with the resident side, where we want to provide an enjoyable experience for them, because they do have the ability to opt in and opt out continuously for work as, uh, as a worker for Fetch. So, first and foremost, I think if somebody is going to enjoy their job as a delivery driver, they want to be able to do it quickly and have their hand held along the way. Uh, but there are a lot of gig jobs that they're deciding between. So we want to do what we can to also make it an enjoyable experience on top of that. Uh, not at the expense of the efficiency, but, but where we can to provide those highlights to the experience.
Boone Putney: So drivers have their own app. That was actually the very first application we built. We have a very interesting problem where in high rises and a lot of these buildings, there's no internet connectivity. Uh, so we had to be able to push everything to their device so they would have all the information for traveling within a, uh, complex. And then also all the information on the packages and also, we had to be able to store all the information as they deliver packages, as far as like delivery receipts, what they've delivered, what they haven't. So from the driver's perspective, it looks like everything's being updated in real time as they go through their delivery process. But we're kind of on, on the back end silently seeing when we can connect to the server and when we can, finally pushing that back up. So that was kind of a hard blocker for the process in some of the high rises, because traditionally we were working out of a web app. And you can imagine if somebody doesn't have an internet connection, if you're trying to deliver packages, it would be a pretty aggravating experience having to like deliver a package and then step outside to connect to the internet and back and forth. Uh, so, so the native application was a very big and important initial focus for us and remains a continued focus. We had several external applications and in an effort to bootstrap the company and just focus on what we needed to build and then utilize external services where we could, that, uh, as far as like selecting shifts that people want to work or, uh, or job offerings that people want to work, getting onboarded, there were potentially like four or five different applications that a courrier would interact with throughout the courier lifecycle, which is obviously not ideal. Now at the stage we're at, we want to have one single application that they, they log in no matter what they want to do within our ecosystem, that they can take those actions within the app. So that's a big area of focus right now is pulling those respective functionalities into the application and giving them a one-stop shop for all things.
Lyssa Myska Allen: Uh, well, I think we, uh, we've effectively cracked this case on the case of the multiple customers. Is there anything that I missed that you want to touch on from kind of technology enabling customer experiences perspective?
Boone Putney: I think the, the most important thing to me is just this, the symbiotic nature of technology and customer experience. I think in this day and age, you can't really have one without the other, or you can, but it just won't be a great experience. Uh, and it's disheartening to me to see people focus way too much on one and forgetting about the other aspect of it. So I, I think it's really fun that I get to work in an environment where we can really be focusing on both simultaneously and trying to maximize what we can build out of the user experience.
Lyssa Myska Allen: Yeah, that's awesome.
Lyssa Myska Allen: I love that you’re not just looking at making workflow easier, but pleasant. There are so many things I’m taking away from our conversation. Let’s debrief. Let’s recap what we’ve learned from Boone today.
One, automate manual processes. This means building out the foundational technology and interfaces first before replacing those manual processes. It will take time on the front end, but will pay off in the long run.
Two, give customers multiple ways of communicating with you that work for them. Whether that’s texting, calling, email, on an app or website. Everyone has their own preference and level of comfort with each.
And three, create a one-stop shop focused on the customer need. Different customer needs may create different apps or interfaces, but the underlying principle of making all information easily accessible in one place is the same.
Client: Thank you for all your guidance on streamlining my tech stack. We definitely have some foundational work to do, building out interfaces and creating our apps. But it’s going to save us time in the end. Thank you!
Lyssa Myska Allen: Let's pop over to the HGS Pub and we'll just ask you a few questions about your life.
Boone Putney: Yeah, it's nice in here. I like this, uh, this pub.
Lyssa Myska Allen: What beer are you drinking at, our pub?
Boone Putney: I've uh, I'm really into sours right now, which is a divisive answer. It's amazing how many people hate sours, uh, or.
Lyssa Myska Allen: I love sours. You're you're good here.
Boone Putney: you. Yeah.
Lyssa Myska Allen: Um, what projects are you working? Are you working anything on the side? That isn't about Fetch? Any other problems you're solving?
Boone Putney: Yeah. Uh, Mainly raising a family is my biggest problem right now. Not really a problem, but source of focus. It's, uh, it's just so rewarding. It's more work than anybody could ever tell you, having, uh, kids and a partner and, and focusing on the family. But it's also so rewarding. I can't imagine what's, uh, what my focus would be right now beyond work, if I didn't have those pieces of my life. I wouldn't have it any other way.
Lyssa Myska Allen: That's awesome. Well, it has been a delight to catch up with you over our sours here in the HGS pub.
Boone Putney: Thanks for joining me on the virtual sour. It's a, yeah, I haven't had too many people be willing to partake.
Lyssa Myska Allen: Absolutely. We'll have to get a real one coming up here soon.
Boone Putney: Yep. Count me in.
Lyssa Myska Allen: But, um, appreciate all the time, all the insights. This has been a really great, uh, episode we're cracking the case. And, uh, I really appreciate your sharing your knowledge with us.
Boone Putney: Absolutely. It's been a lot of fun. Thank you so much for having me on.
Lyssa Myska Allen: Thank you for listening to CX Detectives, brought to you by HGS. If you liked what you heard today, tell a friend, a colleague, your arch nemesis. And don’t forget to rate, review, and subscribe on Apple Podcasts or wherever you listen. Next time there’s a CX case to be solved, we’ll be there!