I always find him extremely inspiring and warm and happy and exciting person and I'm really, really glad he's here, especially in a conference called Turn Me On. If anybody can turn us on today, it's Charles Landry and here he comes. Anyway, so I'm going to go a little journey around this topic, which I think has something to do with design, of course it does, and you only need to arrive at the station in Luxembourg to see the diversity more or less immediately, but it's in the city, it's everywhere, even this large group of Chinese people in the rain yesterday. So anyway, enough of Luxembourg, you know what Luxembourg looks like. One of the things I want to come back to is the idea of a vanity connects to sort of a European ideal of the city. And the question I think we could ask is whether Luxembourg could be a role model for that sort of a vanity. Now just to remind you that a vanity that started in the city-states in Italy, the Hanseatic being and stuff like that, broke the shackles of sort of feudalism, gay people, some sense of upward mobility and movement and social groups weren't stuck in their ways as before. There was an element of, you know, religious tolerance and so on and so on. So the city obviously, this ideal of the city is incredibly important. And of course it hasn't always remained like that, but nevertheless, let's think whether it can still be the case again. So the question really is, I know that obviously Luxembourg is diverse, does it think of its diversity as a sort of problematic, is it a bit threatening or is it an opportunity? And of course I'm going to argue that it is an opportunity because all these insights are very helpful. I'm sorry I can't help the screen but it somehow is doing the right thing that says lineage. Anyway, the lineage of all of these discussions are to do with the whole issue about sexual-capital integration. There are lots of debates going on, other debates about cosmopolitanism and identity and whether we're hybrids, other debates about cross-cultural connections and so on. And then of course there's the business case for diversity which is where it actually really all started, business was really arguing that first. And that's all about ultimately what I call the intercultural city and what the advantage of that city is. So the question, how is that working today in one way or another? Now being intercultural is more than just saying hey I respect you as your multicultural, I'm multicultural, I'm different. It's sort of saying okay what are we going to do to get back? How does that change the whole civic culture of our place? How do we get changed by these people who are coming in and how do we change them at the same time? And so to some extent it is opening up a possibility for a sort of unbounded dialogue where we meet in some sort of crossroads together and are changing ourselves in the process. And it implies too that we have a sense of curiosity about each other and the other in general and where that happens ultimately is in things like sitting around a table, eating together, obviously learning together in lots of other ways as well. So if you're looking at, it's that means, if you're looking at this intercultural thing, it means you have to look at it through a lens and I apologize again but the right is always not there, doesn't matter. The point is that can we look at this city diversity through the idea eyes of planning, through the eyes of architecture, through the eyes of housing, through the eyes of leisure, urban renewal and so on. And so this lens idea I think is quite powerful because when you analyse that you'll find that most cities are basically not looking at their place in that way. But what you have, if you did, would be you could create a situation where citizens are much more competent, confident and so on and able to deal with a world of difference, diversity and so on. But the big question is and there's a bigger question floating around and you know that bigger question, that bigger question of course is what is the world like today and that world today of course is massively transforming in one way or another and you know at what level it's just industry transforming into a knowledge economy but it's also in many other ways too. So in this world that is in motion in one sense or another, enabled by things like the internet etc etc is obviously quite strange and in a way we're all closer together perhaps the tyranny of distance has disappeared. But if you just look at these flight paths this is just taking yesterday of the planes zooming into Europe. You can see there's a hell of a lot of movement, a lot of people travelling to Luxembourg, but movement in general all around. This is just the planes at yesterday at five o'clock. And what that's doing is bringing all kinds of people together in old ways which have different views of life as we well know. This is a video store in Malaysia, it's quite interesting in its own way of course and that leads to a sort of global culture which is good and bad and it affects obviously our identity and obviously we also know that our identities are never really pure, they're rather mixed in lots of ways. For example I look very English but I'm really all my blood is German, it doesn't want to go down that route. So what you see is not always what you actually get. But the interesting point if we just graphically think of a city, are these just people, just specs in the landscape? Or are they in some way brought together and are connected or is it just a question of parallel lives? And the strength of diversity under certain conditions is when we get beyond the situation of parallel lives. Now many people find these processes quite invigorating and exciting at one level, others find it of course the absolute opposite, it's frightening and so on. And so you get these pro and anti attitudes towards the question of diversity as a whole. But when they can say is there's no doubt that everywhere we go in the world, this is the Shanghai Expo, the pavilion of the future, people are thinking about these sorts of questions. What will our city be like? How will they shape them? Can we again reimagine the links between housing and nature? How do these different dwellings look like? What do they feel like and so on? And indeed, can we envisage a sort of future where these mixes of people can live in relative degrees of let's call it harmony for the moment? Now I think you all know that all of these changes are happening in a context of there was an industrial city, et cetera, et cetera, became more knowledge intensive over time. And now clearly one of the issues you're talking about when you incorporate design into that process is really adding an extra dose of creativity into the way cities and places function and of course companies as well. Now the issue is since anything is thinking about what is the emerging advantage for you, you as Luxembourg in this context. And of course there is the bigger threat, not threat, perhaps opportunity. I don't know, of course the world is shifting towards the east. But one of the issues which relates to this question of diversity is of course 15 years ago or a while back people used to go to places because of the job of the company. That's now completely changed. People go to places because they like the place and then think of the job second. Now if this place, this place, let's say Luxembourg, is one that is open to difference of all of these different possibilities then it's likely to be much more successful.  You can see the signs which are really saying these different people they have some sort of skill somewhere, talents that we obviously want to have and we also want to keep the talents we already have in our cities. Unfortunately this is cut off but just as we're talking about diversity, diversity is also about age. Like fall this job, is this woman wrinkled or is she wonderful? So when I'm talking about diversity I think I'm also talking about the broader sense of diversity too. Now some would say that these shifts that I'm discussing represent a paradigm shift whether you want to use that word or not doesn't matter. The main point is that we're moving in a situation which was one that was very much about planning in a predict and provide way to one where we're trying to plan and think through things in the plan that known to creating the conditions to be able to deal with the unknown and the unpredictable. And of course I don't need to mention the sort of fragility of what I'm talking about and how that actually feels in places because although I'm being positive about diversity the reality is there's a lot of tension around in general. So let's look at this just for a moment a bit more closely. Now the city of course I don't need to tell you is the most complex designed artifact ever made by human beings and the fact is of course it's usually created from within a specific cultural perspective. That cultural perspective is usually increasingly an engineering perspective actually because we just make it sort of fit some easy templates to build the city just looking where our hotel is. That could be anywhere in the world if I just took a photo of it. But the city this complex thing the city actually could be much richer in terms of how it's thought through if we took all the skills and perspectives of those who are in them and brought them together in the way the city looks and feels. Perhaps in the case of Luxembourg it was nature that shaped the city rather than us actually shaping it given that it's sort of such a hilly place and so on. Now do I believe in what I'm saying that we can do I believe in reincarnation basically? Am I positive about the potential of this? And I personally have to be because I've just decided to be. And that is really then about how do I create this different type of city that looks and feels and has a completely different sort of atmosphere. And I think there are sort of four lenses you can look at this and I want to highlight this idea of what I'm calling civic humanity which is trying to recapture that ideal of the European city. And the four lenses I think we could look at of this, this civic humanity, this is this idea that we visited is focusing on four dimensions one and understanding and incorporating in city planning and thinking the idea of cultural literacy which is basically this intercultural stuff. Secondly to embed this idea of healthy urban planning that your planning is a way that makes you healthy without having to go to the gym which also means you're more likely to bump into each other in a chance encounter way. Thirdly eco consciousness obviously. And fourthly what I call creative city making. And what I mean by these things is the first is really seeing things culturally as this graffiti and television is certainly not the basic default position. And in fact culture which is the DNA of everything can be an obstacle or a problem so it depends what the atmosphere in a place is like in order to make this an opportunity. And in some sense it really is the other invisible hand there's the invisible hand of the market but the thing that really drives everything is culture as the real invisible hand. I mean if you just look at these three streets from three different options you can see it's the same street but completely differently conceived. And this last one has to be in Albania and they all in Luxembourg they would have talked about Albania but this is interesting isn't it? Because there's building and these shops and all of that. The others were also in Australia and in Asia. They're very different. This one is telling you where the airport is and it's very clear which direction they're in. And then in terms of the healthy urban planning most planning of course is very segmented. It's very hardware driven and everything here is logically conceived. This is Perth, Australia. But the result is a nightmare because nobody with social understanding and understanding of human emotions was involved in creating this. And most places in the world really like that. Basically disappointing and so on. Here's to Sao Paulo last week you just ran a motorway straight through your eyesight and so on. And this is the result of places you know you've been to. We didn't really plan for this. So healthy urban planning is actually getting rid of that and thinking about that differently. Which really is about hanging around and sitting about and all those sorts of things. And the eco-consciousness thing is of course actually planning in such a way that you're healing the environment and Friberg is a good example of that. This place called the Song Shift is a complex of buildings and structures which co-designed by architects and artists which is you sort of know when you're there that it's a different place. And finally what I'm calling Creative City Making is really that change between hardware thinking and blending hardware thinking with software thinking which starts from the person outwards and their diversities and mixes and differences and blends that together with the hardware rather than just saying let's do the hardware and you can sort out how you feel about it later. And that to me is a very important shift. Thinking about this software thing because mostly people understand software of the city are usually in status terms very low whereas in fact they should be very high. The other thing when we're thinking about this designing with a greater sense of vision and broader mind is to also think of the senses not only the obvious senses but also I said several about 50 senses. But one of them particularly is I'm just pointing out electrics. The electromagnetic fields in cities which make you feel ill or comfortable or good are one million times larger than they were 80 years ago. So if you just remind yourself that the electromagnetic field is one million times stronger that may be quite an interesting design challenge to think that through. So this is really about seeing the city through the senses first rather than through the simple infrastructure needs. So that what I'm really saying replies that we can do a few reconsiderations. For example trends. Clearly the here and there phenomenon. You're here and there at the same time and nobody's speaking something here and looking over there talking to you. I've got faster networks. This sort of world shapes the way we think about who we are in this place and who we're mixing with and so on. The second really thing is really revisioning planning which therefore needs to be far more involving and engaging with a far wider group of people rather than the simplistic economic dynamic leading to very soulless buildings in you know the typical office block that looks pretty soulless today may have glass but that may reflect back on you may be quite shining because it's really great. Then really it also reminds us that we can rethink the resources we have in the city and what they are of course is in the skills and competence of people which comes back to the point about the more people you've got the different views the more potential you might have and that really means also trying to make the invisible visible because many of these assets of these people are completely unseen and so on so finding ways of revealing them in the urban landscape of a physical public realm is incredibly important and that means of course that you would redesign the city in a different way and I know we're going to talk about that later spaces which might look and feel completely different than we have constructed so far and what that brings us to is a different story of the city itself which each city has of course multiple stories there's not one story this multiple layered story which may be in this case a sort of breakthrough story that does something very unexpected and more or less finally on this point it requires also a different form of governance and representational structure who is actually being represented I'd love to know who's represented in the Parliament, does it reflect the diversity of Luxembourg or not and all of this requires a different form of bureaucracy which is actually more open minded and lots of other things as well and reflects the diversity that we're just discussing at this moment and finally what that means is that the actual rules and regulations that one has would need to be reassessed and a lot of this is of course about creating regulations which are not too specific but based on principles and more on trust and so on now I've asked people over several years what cross-culture makes a great place give me the words that make you feel that this is a place you like and this is across different cultures and different social groups and there's some things people say are first impressions count, how do I arrive what is the airport like this happens to be real bad what does that happen when I then actually get into the town what is that feeling and emotion you like because my first impressions are also my last impressions they then say what I want is something familiar something which is easy a sort of good neighbour or something where I sort of home from home where I feel safe and secure where my kids can play and so on this is Barcelona this by contrast is a business district in Amsterdam I've never ever seen a child play there and I'll give you a hundred euros if you've given me a picture with a child playing there I don't put any cheating yeah but you get the point that it's quite clear even from a punctuate perspective that there would never be a child playing there and there's that point at the corner of the building but anyway, different aspects like that the other thing people are always asking for is human scale great streets and all of those sorts of things because the essence of the great city of course is a great street well designed good materials and all of that all of this you know the point I'd be really saying is once these basic things are there the sense of security people open out this is South Hallow that's weak every 200 metres or less you have police usually men so that doesn't give you that sense that you can just move around and navigate a city so once that is there that sense of safety people won't encounter exchange they want to cross fertilise because they know the city is about exchange transaction, talking doing things together in one way or another where ideas are exchanged which may lead to projects may lead to services and products and economic advantage they then also want this sense of openness to other cultures when they feel safe in themselves in one way or another they want their choices and possibilities they can read that chance street you know to be able to set up a business of some sort they want mechanisms to be there that you can have a small business out of nothing there are a lot of places where it might be an old container or something like this this is a container bar these companies here were set up so it's a bit like an exhibition a museum exhibition on the outside they want surprise and wonder something that occasionally gives them some sense of wow I didn't realise that this was happening in this city I'm not saying you put a second straight here in Luxembourg but it could be anything it could be a café that looks bizarre and feels bizarre and is all immersive in some sort of way so once people feel relaxed again they also want to with a decline of religion something that's spiritual, soulful that gives them some sense of a higher purpose in their city this is Valencia the point being that all of this suddenly comes into play once people feel a basic sense of security they think once they feel safe let's have some temporary installations and of course we know about the pop-up culture that exists new working formats like this pop-up office here quite interesting we'll just roll it along to the next down the corridor or even the things that you know about strange billboards and so on this is Paris and you occasionally want the iconic, the memorable something that is really so strange in your place in your place this is Loubet and here was an old swimming pool and the guy was leaving the museum guy said I need a museum and he said just put the museum in the swimming pool and that in a way is iconic a museum inside a swimming pool you can do lots of things in that water as you can imagine you want things that are dynamic and agey vital in some sense because within that vitality comes the critical mass that enables things to happen which allows a sort of rich activity base to occur for example things like markets and so on that you can see is obviously all quite stimulating and within that the external spaces is rather like an exterior living room which could be a version of home from home but whilst all of what I've said has been slightly over stimulating people want the opposite because great places have a diversity in another sense which is peace at one hand and loudness and stimulation on the other hand so that's what really identifies really interesting places so you can move from one atmosphere one quarter or whatever you want to call it to the next and within that and this is incredibly important this sense of urban trust trust is perhaps the key thing about all of it here an old guy and a young woman actually coexisting in the same physical space without needing perhaps to be watched by a CCTV camera in case everything happens and within that the great place of course has some sense of real deep locality which is also globally oriented and because Sophie does live in the Netherlands I thought this is so Dutch nowhere else do you find that sort of machine where you buy hot whatever it is you buy then we don't find it in England we do know when you see it that this is typically Dutch and within this I think the city can show its intent in the physical environment now this has to be a green version in Malwa western harbour where you can see how the carbon neutrality works through the physical fabric and as you walk down below because it could be in many other ways as well and partly given that you are I'm sure you'll agree that what makes a cultural life interesting is this balance of difference between fringe activities wacky slightly mad activities with the mainstream as well and these things playing off each other in some intricate sort of format and that is of course about you know today's classic was yesterday's innovation so you need both these two things simultaneously and then the obvious things like limits on noise and dirt and so on you want a bit of dirt but not too much because once it's too dirty you feel slightly unsafe as you can see I'm playing around with a sense of the organic and the planned and that's always a very difficult balance you know here in Singapore they want everything planned and you lead to this innovation that I'm here called by all of this that doesn't look very innovative in terms of the physical fabric so what we've got here I suppose is a balance of wildness and order I don't know if this is ordered or wild I'm not sure it's an Amsterdam but just then around the corner we're building lots of units and people work and do lots of other strange things there so those are the interesting balances I'm continually showing up new and old is another one Amsterdam again that new Java Island uses the template of the old but it's very different in terms of how it appears or here in this interesting use of the museum or here equally in Toronto and what is very important from the point of view of interculturalism is that this is a place that produces things it's not just there for people to consume stuff so it should be have spaces and places for incubation and we're going to see one tomorrow so again you can see I'm always doing these dinghongs, the flexible overfits the organic and the planned spaces that are movable multi-adaptable etc etc very difficult for the traditional planner to think through this type of place which I think encourages the diversities that we're talking about and then finally on this point it's about then creating a rich story of the past present and the future which happens to be both in as you can imagine so where did it come from and where are we going now if I summarise this and we put it in a sort of index what do you look out for as a city as a Luxembourg, there are probably ten things, small points what is the public framework like is that public framework one that's like sort of a bureaucratic spaghetti which is silent or is it one that understands that you need to across departments send out some signals and manifest it that this is a place that encourages difference and all of the things that we're just talking about now and it's willing to get out of its box and willing to rewrite the rules the second point how much is it allowing the distinctiveness to express itself in the urban environment in every possible sense which I'm calling really to some extent the soul of the city the thirdly openness is the key thing we're coming back to it again and again what's the balance of openness and closeness in this place you don't need to be open every single minute of the day but is the default position to be more open than closed and then this question of entrepreneurship is there an entrepreneurship across community, private and public domain can you do interesting things like this escalator just in the open air as well as being very positive about open source creativity and here is a creative factory we're seeing one tomorrow but that one's in Rotterdam as you know everything's called a creative factory but be careful don't call yours creative factory too I'm not sure anyway we'll talk about that tomorrow then there's the issue of how is this place in terms of its strategic agility is it a place which is just at the ordinary leaders and the people have said I want that or is this a place where you have leaders who are willing to tell a story of that place that barely gets beyond the short term and if it is a good story it tends to deal with the problems of people disagreeing because the story of its compelling can do that and then this city this place you have to say what's my learning landscape like am I giving every category of person the possibility to learn and is that learning embedded in the city so it's a learning city or is it in some campus in the middle of nowhere is it sort of a lifelong learning type of situation and how well does my city communicate you can assess that is it communicating well internally between groups and externally with the outside world where you can wear everything for example is Wi-Fi enabled and is this place being conceived of using all of these resources of the people we've just discussed is it using all of these people together and creating and I'm being a bit simplistic here Plato said the city is a work of art is the way the city conceives itself thinking of creating a living work of art where it's not only the physical but also the activities of the people in their differences that is shaped in this place that then I believe will lead to some level of livability with hospitals with whatever cycle paths and so on and most importantly perhaps is this place effective is it doing what it says it's doing now I'm not quite sure this is the most ineffective thing ever because the lying thing was too lazy to shift the tree but the more I look at this I think this is the most inspired project I've ever seen which came through sheer coincidence rather than planning so what that ends up with at the end and I'm finishing off now is basically at their best these interesting places we're discussing really have five components which is their places of some sort of anchorage and that anchorage is even for those who come from the outside it's a place of possibility it's a place where there are connections of all sides connections to their own diaspora connections to their own place connections with the people here who have always been here it's a place where you can learn and improve yourself you can be inspired so it is about memory having some form of memory that is credited and legitimized in this place and this memory may get old building this sort of thing that you know this is a sort of creative factory type thing I suppose we'll see tomorrow but it couldn't be other things a place of possibility here Singapore, the possibility room in their national library lots of people went in there they were doing what they seemed to think there was something there for them so that possibility is all sorts of incidental things and then that connection point bridging between cultures and so on and finally learning centers that are open and transparent and lots of places which you feel frightened to go in and where you feel you can learn in a life long way so all of this is not necessarily about money it's actually about changing the mind just a small bit thank you very much


Hi, everyone. Joe for jaspyscasebrakes.com, coming at you with 2021, Panini Prism Baseball. Six box break. Pick your team number three, half case from a fresh case. Now, if you have at least two teams, whether you won teams or whether you bought teams straight up, if you have at least two, you get an entry for a shot at getting a sealed box of Prism Baseball, which is pretty nice. Big thanks to everybody here for getting in on the action. Appreciate it. Thanks for hanging with us on a Tuesday. And it's a fresh case, so let's pop this baby open. It's pretty heavy here. Oh, I think I saved it. I thought all the box are going to be rattling around all over the place, but I saved it. All right. One, two, three, four, five, six on the left side, six on the right side. Left, right, six boxes each. Let's use that die right here. So one, two, three for the left six, four, five, six for the right six. And it's four. One, two, three, four, five, six. So that's the box we're going to do this. We're going to save four next time. So we're doing pick your team three right now. This will be for pick your team four. So we'll mark those four. All right, four, four, four. And pick your team four is available right now, jashkisscasebreaks.com. And once again, here's the final printout. Thanks everybody for getting in. Appreciate it. We've got Pirates Dodgers on the background. I don't know how the Pirates tied the game. Dodgers are up to nothing. I guess in the middle of a, I don't know what I was doing. And tied it up in the bottom of the fourth. This game's also moving pretty slowly too. All right, I'm looking for lava flows as well. A lot of fun stuff in here. I guess they scored two in the top of the fourth. A Brian Reynolds double scoring to Ryan Hayes and a Jacob Stallings fielder's choice or something like that. Oh, a throwing error by third baseman Gavin Lux. Yeah, they put Gavin Lux at third base trying him out there. Gavin Lux off the IL. He's kind of had a, had a, never really got a chance to get his season in gear. Things have been on the IL a few times this year. All right, box number one of six. I don't know. Good news. All cards ship in this break. All right, good luck. Here's Chris Bryant leading things off. And our first auto is Spencer Howard. Rookie autograph for the Philadelphia Phillies. Daniel won the Phillies in that filler break. Phillies filler. Nick Knight, Rookie Silver. Nick Madrigal, Rookie Blue, tier two. Those aside over there, there's Sixto Sanchez, Mike Soroka, Blue Mojo to $199 in a race car outside. Soroka going to the Braves. Daniel got that spot straight up. Babe Ruth old school and Dazz Cameron for Detroit, David Baker. Rookie autographs, Blue Wave, Big Hurt, Cody Belanger kind of getting back on track too. Andrew Vaughn, Rookie Blue. Just in the inches of time, we're going to have our sorting and shipping team take care of the, those parallels there. That Aaron Judge Stain glass. I thought those were more shorter printed, but they're a little more common than I thought. We'll look for parallels on those, for parallels on the stained glasses. There's Jazz Chisholm. We'll save one of those. All cards ship. Braylon Marquez, Rookie Autograph Silver, Cubs, David Baker, Nate Pearson, JT Real Muto, Johnson Stiver to $99. It's Willie Sargell Red. And behind Yelich is a snakeskin Randy Arzirania insert, 19 out of 50. Illumination. That looks pretty cool. Reyes, Steve Wright and the Reyes. Got Bob Gibson here too, and more Nate Pearson. Snake skin looks really sharp. Baby Garcia, Rookie Blue. Blue Scope, 3 out of 35. Johnson Stiver for Chicago. That'll go to David and the White Sox. It's Alec Minoa, Stargazing Might Trout Insert. Box one in the books. Box two. I think the giraffe print is a sort of a short print situation, a one for case situation maybe. Alright, next box. Anyone here in the break watching live? If so, what team do you have? Is there anything in particular that we should look out for that you're looking for? David Rodriguez, oh, David's here. David Rodriguez has the Reds and the Cardinals, couple Red teams. Alright, David B's here. Oh, okay, we've got some people. We've got David's here. David's are watching. Alright, good luck guys. Thanks for watching. Rodriguez with Reds and Cardinals. Favorite team for you and your wife. Nice. Good luck to both of you. Prism, box two of six. Miguel Cabrera. I think Miguel Cabrera is still sitting on 499, right? There's Will Craig speaking of the Pirates, 32 out of 50. Snake skin. It's for Chad and the buckos. David B just looking for some of the cool variations. Yeah, Lava Flow would be nice. That's one per case. I think there's Will Clark. There's Ian Anderson. Rookie autographs for Daniel and the Braves. It's Cal Rook and Lyme Green to 125. There's a Red Cabrion haze for the Pirates. That's going to be for Chad. Brian Jeffers, Blue and Kiebert Ruiz, 44 out of 199. Blue Mojo, still Dodgers edition here for David Baker. One of the big prospects for the Dodgers going to DC in that Trey Turner, Max Scherzer deal. He's a big catching prospect. He can hit the ball really well. I want to say that his debut might have been a home run. There's Kiebert Ruiz again, his autograph this time. Treat him well DC. This still goes to David Baker and the Dodgers. What's up Rex? Cody Bellinger, Blue. Nice little color match there for the Dodgers. Willie Stargill, 62 out of 99. Red Wave for the Pirates for Chad. Garrett Crochet and his belly again. And Willie McCovey, Blue Scope, 20 out of 35. My rival's the Giants. That's going to be for Sean Maddock. And the next autograph, the final autograph out of the box is Isaac Perettis, Detroit. David Baker with the Tigers. It's worse for the Cubs. Alzalee, Nico Horner, contrives all in the IL. I can't believe you're still paying attention to the Cubs, Rex. It's kind of rough putting Gavin Lux on third. Struggle a little bit with the glove sometimes. I don't think Cabrera, no, he didn't. Miguel Cabrera went 0 for 2 with a couple of walks today. I think he's still sitting on 499. What do you think, folks? Is Miguel Cabrera getting to 3,000 hits this year? No, right? He's sitting on 2,951. He'd have to get, he'd have to hit, like what, another, have another 49 hits at least? Between August 17th through September? That's going to be tough. At least at this stage of his career, it's going to be tough. But that'd be cool. I want to say I was watching something, reading something. There's a Donis Medina, another filly for Daniel, that there is, I don't think there's been a player, well there's few players that have 3,500 home runs anyway, but I don't think any of those players have done it in the same season to get those two milestones in the same season. 3,000 hits and 500 home runs. It'd be quite an achievement. Not that Miguel Cabrera needs any help. He's the first ballot hall of famer anyway, but it'd just be a cool story to add. Mike Soroka. David would like to see it. I don't think he will. Yeah, the hits, he's definitely, I mean, he's going to hit 500 plus, get 500 plus home runs this year by the time it's all said and done. Yeah, the hits are going to be the hard part. There is Wilson's brother William Contreras, 35 out of 75 for Atlanta. That's going to be for Daniel. And there's Red Casey Meis. It's tier three Casey Meis. Let's see that up, protect that card. There are Tigers, David. Yeah, he's only has 85 hits across 340 at bats. Santiago Espinal, 93 out of 100 for Toronto. That's going to be for Daniel and the Bluebirds. Red Mojo, Joey Vado. Joey Vado just got 2,000 hits the other night, 58 out of 149. So he's got that 2,000 hits milestone. Tucker Davidson, another Braves autograph for Daniel.  The stained glass, like I was saying earlier, a little more common in baseball than they are, say, like basketball. So I'm sure those stained glass parallels will do pretty nicely. Nicer anyway. Dazz Cameron, Blue Mojo, 178 out of 199 for David and the Tigers. There's Willie Stargill. And there's Dylan Carlson. Nice one. David Rodriguez for the Cardinals. It's one of their up and coming prospects slash stars, hopefully stars for the Cardinals. Red Wave for the Redbirds. Dylan Carlson at a 70 out of 75. Luis Garcia, Blue. We got a gold Lance Lin, 6 out of 10. Lance Lin, does he have an outside shot at the AL Cy Young this year? He's been pitching really well. David Baker in the White Sox. Nice. It's Pavin Smith, nice rookie red for David and the Diamondbacks. All right, we are halfway through this half case break. Got about another 20 minutes or so to go. Good luck. Daniel's looking for Acunhas and Tatissas. We saw some base Tatissas, but nothing significant. You know what, we haven't seen. I've done a couple, done a couple half case breaks. And I know the Instagram, at Jasper's breaks, Instagram has done a lot of personal boxes. I don't know if we've seen a lot of one-of-ones or other train whistles for that matter, out of 5s and under. So maybe in the last three boxes here you can find some train whistles. Yeah, David hasn't seen any either. So are we due? We've got to be due. All right, next box. Start off with Evan White, Jeff Bagwell, Red Wave to 99. There's Trey Turner Red. And we've got a Reese Hoskins. Excellent penmanship there. Daniel with the Phillies. Chris Bryant blue. And a shirt and a postal. 30 out of 35. Rangers rookie going to David in Texas. There's Alec Baum. And behind Casey Meis is Evan White for the M's. Greg, Greg M with the M's. Rookie autograph, Evan White. Both the Thrill and Blue Mojo chip off the old block. Chipper Jones to 199. And then Jared Kalanick, Rookie Red for the Mariners. Not numbered. And we got a Nick Madrigal, Neon Orange, 67 out of 100. He was having a nice season before injuries. Took him out of it. And now he's with the Cubs. At least he doesn't have to move. Andy Young is Brent Rooker, Red Mojo to 149. Here's Joe Adele Rookie Cardi. Hit his first career Grand Slam, I believe. Today, Angels, Gale with the Halos. And Christian Javier, Rookie autographs for the Stroes. Mark with the Astros. Casey Meis, there's Andres Jimenez blue. Cal Ripken, Josh Hader. And Justin Turner. All right, two boxes to go. Tommy Pham apparently hit a 486 foot home run, the longest of the 2021 season. And that Joe Adele Grand Slam, by the way, was a go-ahead Grand Slam in the ninth inning. All right, second to last box. Good luck, everybody. And Andy Young, Rookie autograph for David and the Diamondbacks. Definitely some fireworks for Joe Adele. Rough 2020, but had an excellent minor league campaign in 2021 this season. Got called up and is doing well. Willie McCovey, 26 out of 60, Blue Wave, and a Trevor Story. 77 out of 149, Red Mojo. Jonathan India, Red for the Reds. Chris Bryant, Blue. Freddie Freeman, Blue Mojo, 29 out of 199 for the Braves, Daniel. Dane Dunning, Aaron Judge. And we got a four out of 75, Ryan Weathers, Red Wave, autograph. Daniel D. Fesserman with the San Diego Padres. There's Ha Sung Kim. Yeah, I would imagine the tears are just shorter prints. David, I feel like this is the first time I've noticed that. I don't know if it's just going to be a baseball only thing or what. Let's take a quick look at cardboardconnection.com. Unlike most of the other sports, 2021 Penini Prison Baseball ops for three base groupings. Joining the common base set is tier two and then tier three, which is home to the toughest cards to pull. All right, so yeah, so tier three looks like the more sure printed one. There's Joey Bart, 34 out of 100. The home run for Corey Seager. Ground rule double, ground rule double. And we got Christian Pache, five out of 50. Blue Wave autograph for Daniel. I think Christian Pache, another one of those players that never got his season really in gear. I actually drafted him on my fantasy team earlier this year thinking he could be like a 20 home run, 20 steel guy. Good utility sort of player on my fantasy team, but hamstring injuries kind of off and on derailed the season. And I was getting work in the minors, I believe. There's Logan Gilbert, 32 out of 75 for the Mariners. One of the Mariners is top prospects, top pitching prospects. Hydrate a little bit for the last box here in 2021 prison baseball six box picker team number three. We have not seen the ultra rare lava flow yet. We've been pulling a lot of parallels though. We have not seen the hot box, but we've seen a lot of nice stuff popping out of here thus far. All right. Good luck, everybody. Thank you for getting in. Right. Yeah. We don't see, and I don't think this is the hot box here. So the next half could potentially have the lava flow if we don't see the lava flow in this box. Yeah. Then the lava flow and the hot box should be in that second half. All right. Good luck, everybody. Trevor Rogers might very well be your NL rookie of the year. I'm just hoping all cards ship, but I'm hoping we can maybe find some parallels for you, Miami. Daniel with the Marlins. All cards ship. You get the Monty Harrison autograph, though. At least you didn't skunk getting a full spot at him. He saves a little bit of money. Cabrion Hayes, JT Real Muto, Blue Mojo to $199, $198 out of $199. I want to start by Tristan McKenzie. The other night took a perfect game through the eighth. Ooh, nice, Adam. You got all those Nicks cards. The Tophins and the Quicklies. Nice. Hopefully you do well this season. $16 out of $99. Buster Posey Red Wave and the Babe. Baby Ruth. Greg with the Yankees. Isaiah Kainer-Felefa and a lime green, Mike Soroka. $77 out of $125 for Daniel and the Braves. All right. Second half of the final box of this Pick Your Team Break, Pick Your Team 3. Thanks, everybody, for making this happen. Got to give away those two boxes at the end here, too. Behind Lance Lynn is a rookie autograph, Lewin Diaz. Nice one for Daniel and the Marlins. He won that team, that filler. And that's $17 out of $50. Ooh, nice. You got a red, white, and blue. Isaiah Stewart as well. I feel like if he finished the season strong for the Pistons, I want to say. Because I feel like he was really just putting up a lot of great double-digit rebound nights. Getting some points in there, too. Here's my Mount Castle for the Orioles. It's going to go to TJ. Bobby Dalbeck, Blue Wave 6 out of $60. Behind Tijay Anton is Sixto Sanchez for Daniel and the Marlins. Nice rookie autographs. It's pretty solid. Yeah, I feel like the Pistons kind of pieced together. Pretty decent team, Adam. There's San Diego, Espinal, rookie Blue, Rizzo, Floriel. I see a little snakeskin here. We got Kentamaita, Javier, Biasnakeskin, $13 out of $50. Fearless Silver, Bryce Harper, and Christian Pache. No hotbox, no lava. That could all be in that second half, ladies and gentlemen. Let's give away those two boxes and do a quick recap. So let's flip back to this list over here. Let's sort by column A right there. So if you want a spot, yeah, you're eligible. You got a team, right?  Six teams gets you three entries. Eight teams gets you four entries, like David. David Rodriguez has two teams. That's entry. Gail has two teams. That's an entry. Greg, two teams, an entry. Mark, two teams, an entry. Sean M, two teams, an entry. And TJ, two teams, an entry. So Chad, Daniel, David, Gail, Greg, Mark. All right, let's gather everyone's names. New dice, new list. Top two names. Get a sealed box of 2021 Panini Prison Baseball Hobby Edition. Good luck. Top two after three. One, two, and three. After three times, David Baker and TJ, last bottom mojo, will get two, we'll get a one sealed box each, two total. One sealed box each, one for David, one for TJ. Thanks, everybody. I'm Joe for jazzy's casebreaks.com. I'll see you next time for the next break. Oh, let's do a quick recap. It's kind of a longer break. I'll show you some of the autographs that we got here. Nice. And that was out of 10, that Lance Lynn. There's some pretty nice stuff. Second half in this, the Keeper Ruiz, second half is in the store. I'm Joe for jazzy's casebreaks.com. Now I'll see you next time for the next break. Bye-bye.


Good morning everybody JR Fisher here Saturday Saturday, but it's more than Saturday, isn't it? It's May 1st. Oh my gosh, we've already done a third of the year. It's done. It's over with it's behind us For those of you who are new here. I don't forget to subscribe hit that subscribe button down there Don't forget to ring the bell turn all bell notifications so that you're notified each and every time we go live And yeah, so do that and the thumbs up thing. Yeah, the thumbs up thing is pretty important, too James says I'm loud and clear in Savannah. I'm normally loud. That's what my wife tells me, but I'm glad I'm clear That's the good important part right afternoon from a chilly north of England. How cold is it there, Richard? I'd like to know that what's the temperature where in England? Are you more specifically? Now my buddy over there in England And I got was it you I got an email from that they couldn't get through to me and I want to make sure everybody can get through to me Richard I think it is you Richard. I will get on that Try training at JR Fisher calm. I'm sorry that support email didn't work try training and JR Fisher if you would do that Savannah sounds the warm. Yes, Savannah is beautiful and I will check that group I didn't see that you had somebody one in that group. I will make sure they get in there to Richard I think that's the same Richard if it's the same Richard Richard Brown say so right here in the chat Let me know if you sent me this email At 3 36 a.m. Today, which it was my time not your time, of course And today I'm gonna talk about saving your business. Yeah, it's changed guys because of 2020 things have changed You got to do some different stuff and I want to go through what some of these customer experience Expectations are my bills too close there. There we go a little bit more room And what you can do with your business, but that doesn't mean you can't ask me any questions You want about starting running and growing online businesses?  Okay, cool. I'll take care of all that today This training is for you guys 100% for you. So you own this you own this time And like I said, I have an agenda mine today is to help you with customer experience However, if you've got questions in any areas whatsoever Feel free to put those questions in there those comments of suggestions You know, there's gonna there's some big changes guys there really are From the way it has been and what's what's gonna happen in the future And I want to talk to you guys about that stuff. I put some notes off to the side here. There's my notes Customer service guys, it's going remote. Okay, one of the main consequences You know this past year is it been a big force? Importion of employees who work remotely now. So everything's going remote and not everything I mean, some people are gonna have people in their offices, but understand that customer service is also going remote to You know remote working has plenty of benefits for both the employees and the businesses I've had remote employees God for years and years and years has always made sense to me You know, I put them in the office and pay for heat and desk and computer and all that and they can just work from home I trust people.  I don't care So a lot of people are working from home now And that means that a lot of these customer support people are sharing information about stuff I Need to know some of the pitfalls, please. Yes, I'm gonna go through this I'm gonna have those Richard and there are some big ones. I have you seen scam chargebacks and can you dispute them?   I have seen that happen And we have a way around that now and checking people And we make them apply and we check them out all that good stuff. So I have seen that if that's what you're talking about paul That's the only place I've seen it though Next thing I'm going to tell you guys number two is improved interaction. Thanks to ai I'm telling you I am all into ai all you know this artificial intelligence and what it's doing you know One of the biggest challenges facing customer service teams is how to handle this increased customer support inquiries because there's a lot more of it now And for a few years artificial intelligence has really been transforming, you know, the way companies interact with customers Customer service teams can now rely on ai tools such an intelligent chat box Okay, if you have a chat bot or a knowledge management system, we have those things in place too Not so much the chat box, but we have a lot of help desk type things and FAQs and stuff like that that people can use Self-service tools really have been gaining popularity. People are starting to get used to these things a little bit more And according to american express listen to this 60 of americans say that their go-to channel for simple inquiries is a digital self-service tool as Such websites is only 24 and mobile apps is 14 voice response is only 13 Online chat 12% so it has changed there In addition to that there's omni-channel Seamless communication now that means all these channels are all talking to each other According to a study to show the 20% of the us and uk customers prefer seamless omni-channel Experiences where they can just go from one channel to the next 51 of businesses using at least eight channels for customers Experience alone. So that's that's pretty that's a lot. I don't even use eight It's also highlight the urgent need for brands to focus on providing seamless omni-channel customer experience customer experience is a big thing People are even saying they would they would pay more For a better customer experience if the products were equal. So they're going to pay more for another product because of the customer experience You know, we go out to restaurants and we We You know, I'm always analyzing. I'm just always analyzing.   She didn't say let me go check on it She said nothing And I looked over and there's a cash register over there and a gentleman And I guess he was the manager and I went as the girl walked off. I went hello Hello like that and the manager looked at me and he says hey, you need to come back and greet these people You know, and and I was I was put off by it. I was like god, you know, what is the deal here? Um customer experience means so much and it was funny when I sat down at the table I was reading their history and they had this the list of like 10 things that they believe in Number one thing was that as soon as you come in the restaurant They would greet you with a friendly smile and welcome you into the restaurant That was their number one credo on that menu Uh, and they didn't do it and they didn't do it. I had it felt put off and I've been doing a lot of studying about these AI things and robotics and all this with restaurants Um, and you guys if you don't know about this, you're going to be amazed what's out there, uh, japan And I think it's singapore has these but they have these robots now that work restaurants So they have one in the back kitchen That knows like 2 000 different recipes and it has all the products built into it And it's a dishwasher And it can cook All in one. Okay all in one pretty amazing And now they have these robots and I looked at one I looked online the other day you could google some of this I looked online the other day Tyan Nelson good afternoon yesterday your video on youtube video was excellent. Thank you so much That's very kind of you. I appreciate you and I appreciate you being here today. I really do Um, so anyhow, I'm looking at this robot and this robot is really pretty interesting It will greet somebody at the front of the restaurant Okay, so you could just push in you know how many people's in your party and all that And it's on wheels and it has all these different levels And all these different levels have buspans or they deliver food So it can literally greet you Tell you what table to go to where it's at, you know, you see a map of the restaurant You go over sit at that table. It will come over to your table. You can punch in what you want It will go back to the kitchen They'll put the food on the robot the robot will come out to your table and drop the food off And there's no waiter. There's no waitress And I can really see this happening guys Because I mean you look at olive garden. You look at panera bread. They already have the order kiosk Okay, so they don't really need a waiter or waitress anymore The bad thing about a waiter or waitress is let's say you want some more water What are you going to do? You got to wait till they walk in the room and go, hey, hey I need some water, you know But if you have one of these little kiosks on the table, you can go hit it and go water Somebody in the kitchen sees it runs water out to you. You want some more ketchup They run ketchup out to you whatever it is you need These robots can do this and the same thing is happening online now guys. Um, I'm seeing more and more AI I'm seeing I just saw my picture of me choking myself here because I'm delayed. I look pretty funny But I'm seeing more and more of this and like when I send out emails Looks like I sent out a test email to a few hundred people last week and I'm sending out the bigger one this week but I sent it out And the people that got the email are one group the people who open the email are another group The people who click the email are another group and the people who went to the sales page are another group So what happens is depending on which one of those groups they fell into another set of emails comes to them based on what they did You know, so if they if they got the email And they didn't open it. I'm going to say, hey, did you see this email? I sent you this email the other day Okay, that's going to be their next email The people who did open the email are going to get a series of emails that say, hey I I saw you looked at our offer, but you didn't move forward. Here's a link so you can go back and get that product The people who went to the checkout page who did not check out they get another email and that email says, hey You went to our checkout page, but you didn't buy Here's you know, here's your link. We saved all your information. Go back and buy it Now those people who actually went to that sales page after a couple days We'll get a discount code where they can go there selected people So that whole experience that these people have is dictated by the dynamics of what they did And that proves to be a whole lot more effective than just sending the same email out to everybody Okay, it puts them in different sequences. I have all these different sequences now Took me a long time to build that by the way, but it works really really well So we want hyper personalization. That's the next thing I'm going to tell you the more we can personalize that experience 75% of buying experience are based on how a customer feels White when they're being how they're being treated by that company So 75 think about that if they feel like it's more personalized You're going to increase your sales and you can do all of this through automation I mean, I know I can I can do it with cartra if you don't know what cartra is I will have a link in the description after this video And you can click you can watch a video on cartra what it does It will explode your e-commerce business if you don't have cartra use my link If you use my link you can also try it out for one dollar. So it's well worth it Excellent re-emails and thanks. Oh, cool. Good. Good. Good. We're making some headway to Richard. I apologize I'm going to get right in that group thing too. So don't worry about that A couple of the things I wanted to cover today on this too. There's a lot of apps now For brand enthusiasts, okay companies are always interested in increasing their customer lifetime value However, this can often be difficult to achieve because most loyal customers, you know, they need a little bit more. They need extra Larger companies companies like Nike and adidas They've decided to handle this problem by creating premium apps That are used by the brand's super fans. Okay These apps are specific to segment of the company's target audience And aimed at improving the customer experience for a certain group of users So for example, adidas is a sporting goods company They primarily profit from their soccer apparel and equipment and they have a new one called a tango app Which creates an adidas soccer community where brand enthusiasts can talk. They can post stuff. They can do all kinds of stuff in there Um, I agree with that personalization. Yes, it means so much. It makes it you get this like connected feeling when you have that The next thing I'll tell you there is a more adapted approach to customer experience now And the secrets out, okay? Every company knows how important their customer experience is or at least they should know According to Gartner 66 of CEOs expect their business model to change within the next three years And I can tell you if I go back to that restaurant scenario I don't see any waiters and waitresses anymore in restaurants. I don't see host or host at restaurants anymore Think about this guys. Check this out You've got this restaurant.  Do they show up for work? Do they get hurt? What's their health insurance? How much do you have to put their 401k all that stuff? Of having employees goes away with a robot waiter. Now think about this. Imagine this you got your favorite restaurant Okay, and you walk in there and there's a kiosk right there And it says what the wait time is depending on how many people you put in the party. Okay, so This is so cool. You put in there. I've got three people And let's say the wait's 30 minutes But you want to walk around some stores. So it allows you to put in your phone number So they can text you five minutes before your table's ready five minutes. Okay now You've put all that information in now. They've got your name and they've got your phone number so they can mark it to you Okay, um, and then you can you know, once they text you you go into the restaurant They've got a little map and it shows you where your table is you go there your table's ready Okay, um, but let's take this a step further. Let's say you want to go to your favorite restaurant Which you don't want to go in and see how long the wait is you don't even want to drive over there You pull up the app and the app will tell you right now real time If there's a table ready If there's not a table ready How long the wait is going to be and you can go ahead and put in your name now on your phone If you want so that when you get there your table's ready And then when you get there the robot comes up or there's a a kiosk, you know on your table and you punch in What you want And you can even have runners I mean if you want to have humans you could do that And then put in all the stuff you want it gets sent to the kitchen the kitchen makes all this I mean you think about how ridiculous it is for a waiter to come up to your table Even if they've got an ipad even if they've got a piece of paper And they write down everything you want and they go into the kitchen and they give it to somebody else When you could just do that from your table you could just do that with an ipad from your table And then the table gets the order they know what table it is They know how many people's in the party they see your exact order And then somebody in the kitchen once that food is ready runs it out to your table Or that little robot runs it out to your table. Okay, so I mean this you're gonna see this.  You're gone And if you don't start realizing what's happening to this online experience Like if you don't get cartra if you don't have the software like I do I can outdo you because I have all this adaptive technology I had these emails that match what somebody's doing based on what they did already And the other cool thing is I didn't tell you so this promotion I send out the people who already bought let's say i'm selling beef chicken turkey and pork which I am And let's say somebody bought the beef, but they didn't buy the chicken turkey or pork I could send an email out to them and say hey, I saw you got some beef Because they got tagged I've also got chicken turkey and pork and I'll give you this extra coupon if you want to grab one of those right now Now is everybody going to buy that? No, but is a portion of the people going to buy it? Absolutely So what have I done? I've increased my overall customer value If you're not doing this if you don't understand how to do this guys Get some training from somebody get some training from me. Um, I got a really funny comment the other day It was on one of my videos and it said how great the video was they learned a lot and did I have any recommendations for more training? And I was like, yeah mine I have courses. Why don't you check out one of my courses? Okay? That would be really helpful if you looked at one of my courses. So that's what I do Uh and the waiters get the order wrong. Yes, that's another thing. Uh, Richard You're going to have more accuracy Uh in these orders because waiters get stuff. I mean I get stuff wrong all the time when I'm ordering food And there's little things like my wife ordered some food the other day and she says absolutely no onions She doesn't like onions and she got it. We got home. It was just covered in onions. And I'm like, ah It's really aggravating, right? Uh, and it's a simple thing But robots don't make mistakes. They just don't they don't make mistakes. Okay, they do things correctly Now some of you out there are going to say, well robots sometimes short circuit. There's problems It is so rare nowadays guys. It's so rare.  He says, uh, they they weren't using the auto drive at the time because we record all of that stuff We knew that they were not using the automatic drive as a matter of fact He says the automatic drive is a lot safer than most human beings and it is think about it It's always calculating how far things are it's always calculating speeds It's always doing all these calculators cameras all the way around it a human We can't look all the way around us and do all these calculations all the time We just can't do it, but his technology can Uh, and you can shun this technology or embrace it I mean, I'm sure when cars came along and people were on horses.  It's just a fact. It's a fact. Okay. They're more accurate Um, so other other data I got here. Um Let's see here. One of these companies had a subscriber based service that teaches how to play the guitar Um through daily seven minute videos And censor tower reported that the app gained 100 000 users and has gross 400 000 dollars in revenue from an app. I mean, that's pretty darn cool, right? Um, next thing is digitizing the customer experience Now you'd think with all the technology we have nowadays that companies would have perfected the digital customer experience by now But unfortunately a study conducted by harvard business review revealed that 72 percent of corporate strategists admitted Their digital efforts were falling short of revenue expectations. Additionally 62 percent of respondents said their company is working on new initiatives That will make their business more digital. We need to be digital guys. It's a better experience for the customer It's more profits for us. It's more sales for us Uh, what's richard saying here wish the cyclist had to ride a i-bike. Oh my god.  They get in our way. They're all over the place You know, and it feels like we're going to hit them all the time Um, a number of years ago. Gosh, this is going back about 15 18 years ago A friend of mine and I uh, I lived in virginia and he was in sandia at the time. We flew to bangor main Uh, and we got two bikes.   So it's like depending on my position. I look at it very differently Next thing that you're going to see a lot of guys as virtual assistants One of the biggest challenges facing customer service team is handling the increase in this customer support calls and emails It can be really difficult for the teams. So, you know, virtual assistants are really helping out I have them. I use them. Uh, while these assistants can't really replace the job of a human rep They can answer quick and simple questions. They can save time for most customers in the company I get a lot of the same questions over and over for my survival food company I got one this morning and this person called in and they left their voicemail They actually want me to call them or somebody from our office to call them And it's so rare that we have anybody call but I'll call the person and I'll talk to them because it's important And that's that's how they wanted to be treated And let me explain to you something That channel the channel they chose was I'm going to call the business I'm going to leave a voicemail. I want the business to call me back Now if I were to get that person and I can look them up and look up the order and all that and I could Send them an email and explain all to all this to them and I can save myself a lot of time I'm not going to do it because if they wanted an email about that problem. Guess what they would have done They would have emailed me So what you want to do is you want to look at how somebody contacts you This person called me and left a voicemail left a phone number. They want me to call them. That's what they want Okay, if they wanted an email, they would have done that if they wanted to open a support ticket They would have done that they have that opportunity. Okay So however somebody contacts you in your business, this is really important to remember don't say hey I'm totally digitized now and I do everything through email. I do everything through text If they didn't contact you on that channel Do not contact them on any other channel than what they contacted you on. Okay Chatbots are nice. They work out well for some companies. I don't think they work very well for selling products I've tried it. It doesn't work well for us People don't like to have a chatbot selling something. It's like no, this is this is bull You know, you're just going back and forth and something's already scheduling here. I don't like that The next thing you can do is increase In increased sales I'll get this out increased sales for using a loyalty program Engagement So if you have a loyalty program where the more they buy the more they get the more points they rack up Those are incredibly popular right now. That's not something I've done for survival cave food And I want to do that. I've just been so busy with so many other things I haven't got a chance to and keep in mind when I'm teaching you guys I do a lot of research on a lot of things And I can't do every single thing that's out there So I've had people say well, you taught us this the other day and I don't see that you're doing this I can't do everything. Okay. I'm giving you guys Tons of stuff that you can do. I can't do everything. It's too much Okay, but I do my best and I do the things that I think are going to get the best results Those automated emails I do through car truck guys get car truck get car It'll be in the description after this video is over with watch the video if you watch the video you're going to want it um Let's see here a survey conducted by jaffray found that 82 of households With an income over 110 thousand dollars a year are amazon prime members. I fall in that category. Okay I I have over that income and um, I have amazon prime. I love amazon prime. I hate amazon Now what do I mean by that? I don't like that.  It's on my doorstep, you know But check the prices because I've done this before and I was looking at a mixer the other day and my amazon prime price Was a hundred dollars more than what it would have been if I would have bought it at best buy down the street So check that stuff don't assume that amazon has the best price because what they've done is they they've garnered this huge audience And now what they've done is they've upped their prices on a lot of items make sure you shop around be really careful on that Um, they also have augmented reality service. You know what this is? This is really pretty cool And you can do this on amazon. Ikea does this too. You can pull up Um a product on your phone And then what you can do is to say and click a button and it says see how this looks in my room You can point it at a section of your room and hit the button And it will put that couch or that chair or that table in your room So you can actually look at your room and see what that thing looks like in there pretty cool stuff And you're going to see this more and more and more And you know the one thing i'm trying to drill in today is that you need to change what you're doing a little bit Let's see here. Richard says pay extra for a loyalty program. You know, um amazon does it, you know, they do it You've got to kind of look at how many products and what you have to offer I don't think I could get by with survival cave food of charging somebody for a loyalty program But I could give them loyalty points based on their purchases And the reason I couldn't is because I don't have that wide of a variety of products You know, I think you have to have a pretty wide variety of products Research shows actually that 52 of internet traffic comes from mobile devices And I've checked ours. It's like 70 some odd percent now Uh 50 percent of customers say they stop visiting websites if they think it's not mobile friendly Hmm is your website mobile friendly make sure it is Customers continue to operate more on mobile landscape than anything else guys. That's just what they're doing Um behavioral pairing call centers. Uh, this is really interesting too based on What a customer has bought based on a customer's actions of what they've done They get sent to different call centers that specialize in that particular area. So if I have people who you know, uh Bought my survival course. They're going to go to a call center that specializes in that if they bought can meet They're going to go to a call center that specializes in that In that way You're more focused on who they are and what they're doing Um, so that's a lot of information, isn't it? That's a lot of stuff But the thing is nowadays guys, there's so much new stuff And I'm telling you heat by warning on this restaurant thing, you know If you're a waiter or waitress and you're watching this you better get an online business Because uh, you're going to have issues on down the road. It's going to happen to you. I'm telling you It's you're going to be faced with some real issues real soon Uh amazon has the best customer service James, um, I'm going to have I'll might just I don't want to say. Hey, you got good customer service I've not always gotten good customer service there. Um, let's see here Bar none, but I'm sure I get the best price. I'm sure I get the best price Not always get the best price, but the way I bought survival cave food Uh on the amazon site. Oh, so you bought our product on amazon site. Yeah, I mean we sell on amazon Very little. Um at one point amazon was one of our retailers. They actually, um Would store our food and warehouses and sell it, but they went below our map or minimum advertised price And they wouldn't stop doing it so I quit selling to them So now we sell it on there, but we ship it or one of our retailers ships And we have a lot of retailers on there that will sell it on amazon. Uh, so it's a little bit different. So guys, uh Then what a good session today, right? I mean, I really enjoyed this. I've enjoyed kind of discussing what's going on And what we're doing and what you guys can do And helping you with your business. Man, I love helping you guys with your business, man This is like the most rewarding thing. I think I could do, you know, when I was a kid growing up I didn't know what I wanted to do when I was working jobs. I didn't know what I wanted to do I know what I want to do now and I want to help you guys out because if I helped you out and you make money And you quit your job and you're happy, man, that's a good feeling for me That's a really good feeling for me And I know it's going to be a good feeling for you and you get to spend more time with your family and Live where you want where what you want, you know, make money spend time with your loved ones This is so important nowadays guys If you have any other questions now would be a time to put them in that live chat If you're listening to this and it's not live. It's already been recorded You can put it in the comment section. I come back by and I answer those questions too So don't worry about that Richard Brown says super as always and thanks. Oh, I appreciate that so much Richard I really do but don't forget to subscribe if you haven't done so. There's a big red subscribe button down there You need to click it and turn it gray super important that you do that, okay Next thing you need to do once you've done that a bell is going to pop up looks just like this I feel like I feel like a band of white.  Oh So that every time I go live every time I upload a new video you get notified of it Really important that you do that Thanks for the suggestions peace and blessings always everyone James my positive man Love me some James. He's a cool guy Uh and and Richard and paul and all you guys that show up on a regular basis and who we got in Ty and nelson in there All these different people that are popping up man. I appreciate you guys so much. I really do And if you would give the video a thumbs up as silly as that sounds that means a whole lot to the youtube algorithm I'm just pushing so close to that 5000 subscribers guys If you would share this and get people to subscribe who will watch the videos I don't want just people to subscribe randomly. We'll never come back to the channel I want people who will stay and come back and watch this stuff But if you'll do that, I would really really appreciate it and really help my channel a lot So, yeah, I had a good time today if you had a good time put it in the chat If you've learned something put it in the chat If you agree with my restaurant theory of what's going to happen put it in the chat Some of this stuff is kind of expensive for mom and pop restaurants But I guarantee you all the chains are going to adopt it And it's going to enable them to operate so much cheaper Than what they are now with all the employees and problems and all that stuff And the thing is It's going to be harder and harder for the mom and pop place To compete with a restaurant that you can you know pull up an app and see if there's tables and you know Get your reservation and set it all up and go there and do it And some of them are kind of like in between You know like texas roadhouse They have call ahead seating Or you could do it on the app and you know what it does It kind of puts you in line, but it doesn't guarantee anything But I've used that a lot for that But I think all restaurants are going to go to that. I mean you have to you got to right? It's just the way it is And I'm sure there's going to be one app You know that everybody's going to start using and within that app is going to have all the different restaurants And you can just click on it and they're going to be paying to be part of that app This is my idea you can go out and start it and make make a ton of money by the way guys because I think you will But yeah, that's what I think is going to happen I think you need to make changes in your business or else you're going to get left behind as always It's always going to be something you got to strive for just always Okay guys, I really appreciate you being here. I thank you so very much Um, do me a favor. Uh, like I said subscribe like uh bells all that good stuff. All that stuff means a lot to me Always put those comments in there Uh, James says you betcha. I always have a great time.  Um, we create our own world every single day every day you get up You choose what you want to create in your world It is all you and as soon as you realize that as soon as you start saying You know, it's an old saying but if it's going to be it's up to me, you know As soon as you realize that man, what a weight off your shoulder because you know you can create and change And do good stuff help people out. Okay. Love everybody. Take care of everybody. You guys have a great day


Good afternoon, so you're going to have to excuse me on two points, say, that I'm presenting on behalf of Clotilde, who you have in your program, who cannot be here with us today. And secondly, I am not going to wrap my presentation to you. What I am going to do, however, is present MSF eCare, which is an electronic algorithm to improve the management of childhood illnesses in primary healthcare settings of MSF. So what I'd like to first do is just describe the algorithm and then take you through to the feasibility study. So I think this comes, we decided to work in this, coming from a context where we found that in most of the context where we work, there are clinical guidelines available on the field, but often these guidelines do not guide the clinician in a step-by-step process. They're often limited to severe disease, and they are quite ambiguous for the less-trained health workers. So we said, these are the problems we're trying to address with MSF eCare. So we wanted to create a clinical pathway that would be very unambiguous, a step-by-step procedure in order to help the clinician to assess, classify, and treat the patient, children two months to five years with acute illness presenting in the primary healthcare centres. And we wanted to have this based on available evidence and expert design guidelines. So we did a systematic review of the published international guidelines using both MSF material but WHO guidelines and national guidelines to develop the algorithm to include the diseases that we would find in most of our contexts and to have the best practices for the context in where we work. So these, this was then formalised into the clinical algorithm, and this was validated through a peer review process. Our main goal was to improve the quality of care and the rational use of antibiotics through this tool. So I'm just going to take you through very quickly the guideline, the algorithm as it exists. So it's a paper algorithm, this one, and it's based on a syndromic assessment. So it's based on the patient comes in, if the patient is presenting with a cough, it takes you to the cough, it takes you through the assessment of diarrhea, through ear problems and so forth, skin, et cetera. And then at the end it takes you to the fever and if we are in a malaria risk area then the malaria rapid test is proposed. If you don't find a cause of fever then a urinary tract infection is proposed for children under two. If we still don't have an end of the cause of fever, the classification comes to likely viral infection. This reminds the user that if there have been no worrying signs, et cetera, that the child will probably have a self-limiting disease and therefore they can safely say in this case do not need to prescribe antibiotics, however, to inform the mother if the fever persists that she should bring the child back to the health center. So this was the formalization of the algorithm on paper. And we then transformed this algorithm into an Android application. This application needed to be something that would help drive the clinicians through the assessment process. So it needed to be very prescriptive in doing this. Of course we wanted to increase adherence to guidelines that exist and to limit interpretation. It had to be, the application had to move away from the very linear structure of the paper algorithm to non-linear structure because it had to guide the clinician through the consultation process and we had to ensure that the consultation assessment of the child would not be disrupted by the algorithm, by the tool. So we did not want to disrupt the consultation process. The other important point was that the application had to be very flexible. It had to be able to be adapted to the context we're facing, to the locally epidemiological context and to the material available in these contexts on the field. So what we did was we added another menu into the application where the clinician, whether the user could see what material was available to him in their particular field. So in some fields people have oximeters so they could add that in and to the drugs available in their health centers. And this could then be programmed into the application and the application would be modified and adapted to that context. So now I'd like to just explain to you a little bit about the feasibility study that we conducted. Before, obviously, we needed to assess the acceptability and implementation of MSFE care. And we did a limited efficacy testing on antibiotic prescription. So for the outcomes, we wanted to look at acceptability. And with this we want to look at user satisfaction and appropriateness. We want to look at the implementation. So field factors that would either facilitate or hamper the implementation. And the limited efficacy testing, we wanted to look at the antibiotic prescription rate before and after the introduction of MSFE care. So we did a quasi-experimental pre-post study. We did this in the Democratic Republic of Congo in the eastern province in Getty, where we were in three MSF-supported health centers. We enrolled six consulting nurses. And in the Democratic Republic of Congo, nurses are able to prescribe. And the study population was children coming presenting with acute illness two to 59 months. The intervention was a one-day training and then a one-day on-job supervision with the application. And MSFE care was used over a seven-day period in April 2015. So when we looked at the acceptability and implementation, we did the qualitative data through direct observation in in-depth interviews and the quantitative data through the consultation process from MSFE care. I'd like to just specify here that it is not just a decisional support system, the tool, the application, but it also is a data collection tool. So it records what the clinician... So it records as the consultation process goes on what the diagnosis is, what the treatment is, but it also allows the clinician at the end to write their own diagnosis and treatment with what they've come up with. For the limited efficacy testing, we did a comparison pre-test, so direct observation of the consultation process, and then we did the post-test on the antibiotic prescription rates, looking at the data coming from the application. All participants enrolled in the study was through informed oral consent, and there was ethics oversight by the MSFE medical director and according to the MSFE ethical framework for innovation. So if we come to the results, the acceptability. So users through the in-depth interviews reported that initially, even though the application was hard to use in the beginning, after a few days of use, it became very easy for them to use. It allowed them to be a lot more... They reported to be a lot more systematic in their consultation, and it allowed them to access recommendations that were otherwise hard for them to find, and that it helped them to improve in the antibiotic prescription. They did say, however, that it increased the consultation time, and when we asked why, they said because they had to do a more thorough clinical examination of the child. So in terms of acceptability, we found through that they reported that it covered the majority of the clinical situations that they encountered, and that it proposed a treatment that was adapted to their context. From data coming out of the application, out of the tool, we saw that in 95% of the symptoms reported were addressed by MSFE care. Symptoms that were not covered by the algorithm were eyes, mouth, and genital areas. In the diagnosis and treatment proposed, over 90% of the consultations were addressed, with patients presenting with at least one symptom, and it was shown in terms of the adherence that the nurses in 85% of the consultations followed the recommendation proposed by the application, whether to prescribe or not an antibiotic. Looking at the efficacy testing, and it was quite limited, but in the pre-test observation of the prescriptions, we saw that in 46% of the patients' antibiotics were prescribed, and then when MSFE care was introduced, 25% of the patients were prescribed antibiotics, so we can infer that there was a more or less 50% reduction in the prescription of antibiotics after the introduction of MSFE care. So we can say that feedback was that it was well accepted, that clinicians, users found this to be a good job aid. It improved the thoroughness of the clinical assessment and helped to reduce antibiotic prescription. It was appropriate to the field realities we were facing as it covered 90% of the clinical situations, and the nurses adhered to 85% of the recommendations. It decreased the antibiotic prescription, and it was technically feasible in Getty. We didn't encounter major technical problems, but what we did encounter was problems in data transmission, and following this, we realized that we would have to develop a peer-to-peer offline data transmission because we were in Getty particularly, and in other contexts of MSF where we work, we're often in areas where there is no connectivity. So if supervisors are going, we needed to develop this offline data transfer so that supervisors could go, collect the data, and then take it back to areas of connectivity to the Amplis doctor's server. The future perspectives are that this will now be further piloted in Central African Republic in Bebarati. We would like to conduct a longer feasibility study for over a period of a year, and we would like to adapt the application for more remote settings. We also feel that this application can help in further research areas, such as helping in etiological surveys, and be a platform for new diagnostic tools such as beer markers and respiratory rate sensors. So I'd just like to thank the people involved, first for the development of the paper algorithm, the clinical algorithm for the development of the software, and for all those that helped put the feasibility study in place, and thank you for your attention. Thank you.