1 00:00:04,230 --> 00:00:06,900 Adam Lang: Welcome to the Fear and Greed daily interview. I'm Adam 2 00:00:06,900 --> 00:00:11,010 Adam Lang: Lang. In the digital age, every interaction between a company 3 00:00:11,010 --> 00:00:15,750 Adam Lang: and its customers and employees has meaning. Those interactions have 4 00:00:15,750 --> 00:00:19,020 Adam Lang: the potential to gather data, to deliver an experience, and 5 00:00:19,020 --> 00:00:22,049 Adam Lang: to leave a lasting impression of the company so it's 6 00:00:22,050 --> 00:00:25,410 Adam Lang: little wonder that more businesses are paying much more attention 7 00:00:25,410 --> 00:00:28,260 Adam Lang: to these interactions and how they can be used to 8 00:00:28,260 --> 00:00:31,860 Adam Lang: improve the experience for both the customer and the employee. 9 00:00:32,100 --> 00:00:35,159 Adam Lang: It's a huge space to operate in, and it's one 10 00:00:35,159 --> 00:00:37,470 Adam Lang: that really didn't exist just a couple of decades ago. 11 00:00:37,830 --> 00:00:42,750 Adam Lang: Qualtrics is a company with 17,000 organizations worldwide helping them 12 00:00:42,750 --> 00:00:48,150 Adam Lang: to manage their customer and employee experience programs. Globally that 13 00:00:48,150 --> 00:00:51,750 Adam Lang: includes huge brands like Coca- Cola, Ferrari, and Microsoft. In 14 00:00:51,750 --> 00:00:57,270 Adam Lang: Australia, it's BHP, ANZM, and even the ATO. Brigid Archibald is 15 00:00:57,270 --> 00:01:01,110 Adam Lang: the Asia Pacific and Japan Managing Director at Qualtrics and 16 00:01:01,110 --> 00:01:03,810 Adam Lang: my guest this morning. Brigid, welcome to Fear and Greed. 17 00:01:04,440 --> 00:01:06,540 Brigid Archibald: Thank you so much, Adam. It's such a treat to 18 00:01:06,540 --> 00:01:07,289 Brigid Archibald: be here with you. 19 00:01:07,680 --> 00:01:10,860 Adam Lang: Oh, it's our pleasure. So Qualtrics has become a very 20 00:01:10,860 --> 00:01:14,040 Adam Lang: large organization, and as I mentioned, working with some of 21 00:01:14,040 --> 00:01:16,860 Adam Lang: the best known brands in the world. For those, however, 22 00:01:16,860 --> 00:01:19,471 Adam Lang: who are not familiar with Qualtrics, what exactly do you do? 23 00:01:19,471 --> 00:01:25,259 Brigid Archibald: So Qualtrics is an experience management company. In fact, we 24 00:01:25,410 --> 00:01:28,800 Brigid Archibald: coined the phrase and the discipline. And what that is, 25 00:01:28,800 --> 00:01:33,270 Brigid Archibald: is the ability to listen and understand and then take action 26 00:01:33,630 --> 00:01:36,990 Brigid Archibald: in the most meaningful ways to improve the experience of 27 00:01:36,990 --> 00:01:41,160 Brigid Archibald: any organization. And there are four core experiences to any 28 00:01:41,160 --> 00:01:47,550 Brigid Archibald: organization, whether it be brand experience, product experience, employee experience, 29 00:01:47,640 --> 00:01:50,700 Brigid Archibald: and customer experience. And these are all interrelated. 30 00:01:51,270 --> 00:01:54,600 Adam Lang: And I imagine all of them generate different sets of 31 00:01:54,600 --> 00:01:55,860 Adam Lang: data and you have to work with them all. Is that right? 32 00:01:57,270 --> 00:01:59,850 Brigid Archibald: Yeah, that's right. And that is one of the benefits 33 00:01:59,850 --> 00:02:03,660 Brigid Archibald: of an integrated platform such as Qualtrics. In fact, Qualtrics is the only 34 00:02:03,660 --> 00:02:07,290 Brigid Archibald: integrated platform that will allow you to analyze that data 35 00:02:07,590 --> 00:02:10,800 Brigid Archibald: in the one platform to make sense of the correlation 36 00:02:10,800 --> 00:02:15,419 Brigid Archibald: between customer experience, employee experience, product experience, and brand experience. 37 00:02:15,840 --> 00:02:19,919 Brigid Archibald: And we are seeing in Australia some incredible reasons to 38 00:02:19,919 --> 00:02:23,639 Brigid Archibald: focus on this. We have a thought leadership component of 39 00:02:23,639 --> 00:02:27,510 Brigid Archibald: our business called XM Insights or Experience Management Insights. And 40 00:02:27,510 --> 00:02:30,090 Brigid Archibald: the research that we've done in Australia has showed us that, 41 00:02:30,600 --> 00:02:35,280 Brigid Archibald: in 2021, there was probably a hundred billion dollars worth 42 00:02:35,280 --> 00:02:38,460 Brigid Archibald: of missed revenue opportunity because of poor experiences. 43 00:02:39,690 --> 00:02:39,750 Adam Lang: Wow. 44 00:02:39,750 --> 00:02:41,700 Brigid Archibald: And when we look at that from an APJ or 45 00:02:41,700 --> 00:02:46,020 Brigid Archibald: Asia Pacific Japan perspective, we can see that organizations that 46 00:02:46,020 --> 00:02:49,649 Brigid Archibald: do focus on this as a discipline see three times 47 00:02:49,650 --> 00:02:55,500 Brigid Archibald: revenue growth, 2. 1 times profitability, and two times employee 48 00:02:55,500 --> 00:02:58,889 Brigid Archibald: retention. And if I think about what's happening in the 49 00:02:58,889 --> 00:03:02,790 Brigid Archibald: world today and the environments within which organizations are operating, 50 00:03:03,389 --> 00:03:06,180 Brigid Archibald: being able to be experience led in terms of your 51 00:03:06,180 --> 00:03:12,000 Brigid Archibald: growth strategy, driving operational efficiencies and retaining employees, that would have 52 00:03:12,000 --> 00:03:14,850 Brigid Archibald: to be the three top requirements of any organization. 53 00:03:16,110 --> 00:03:21,059 Adam Lang: So in terms of that, I mean you've mentioned a number of important things there, a hundred billion dollars 54 00:03:21,060 --> 00:03:24,930 Adam Lang: worth of missed opportunities really sticks out. But in that 55 00:03:24,960 --> 00:03:29,489 Adam Lang: experience management sense, is it all about gathering the necessary 56 00:03:29,490 --> 00:03:31,800 Adam Lang: information to make the right decision? Is that what's at 57 00:03:31,800 --> 00:03:32,430 Adam Lang: the core of it? 58 00:03:33,270 --> 00:03:37,800 Brigid Archibald: Yeah. Traditionally, we have helped organizations ask the right question at the 59 00:03:37,800 --> 00:03:41,310 Brigid Archibald: right time to get the right insight. And there is 60 00:03:41,310 --> 00:03:45,390 Brigid Archibald: a place for that. But there's also a place, increasingly 61 00:03:45,390 --> 00:03:50,130 Brigid Archibald: for unstructured data. Over 80% of the data that's inside 62 00:03:50,130 --> 00:03:54,030 Brigid Archibald: an organization or available to an organization is actually unstructured, 63 00:03:54,030 --> 00:03:59,250 Brigid Archibald: unsolicited, right? So things that are on social pages, emails, 64 00:03:59,550 --> 00:04:03,570 Brigid Archibald: call center information, there's a lot of rich data that 65 00:04:03,570 --> 00:04:07,920 Brigid Archibald: can be collected and we can analyze that data and 66 00:04:07,920 --> 00:04:11,520 Brigid Archibald: help organizations get insight. But the key thing is the 67 00:04:11,520 --> 00:04:14,550 Brigid Archibald: action that they take with it. If I think about 68 00:04:14,790 --> 00:04:17,460 Brigid Archibald: the last 10 years, a lot of organizations would've said 69 00:04:17,460 --> 00:04:20,910 Brigid Archibald: that their data rich and insight poor. Well, we can 70 00:04:20,910 --> 00:04:23,940 Brigid Archibald: help them with the insight, but ultimately it's the action 71 00:04:23,940 --> 00:04:26,130 Brigid Archibald: that they take. So rather than data rich and insight 72 00:04:26,130 --> 00:04:29,520 Brigid Archibald: poor, what a shame to be insight rich and action poor. 73 00:04:30,690 --> 00:04:31,020 Adam Lang: That would be worse. 74 00:04:32,160 --> 00:04:35,010 Brigid Archibald: Yeah. I'll give you one example that might bring this 75 00:04:35,010 --> 00:04:38,279 Brigid Archibald: to life. So we are working with Flight Center at 76 00:04:38,279 --> 00:04:41,640 Brigid Archibald: the moment and they have a real focus on coming 77 00:04:41,640 --> 00:04:46,380 Brigid Archibald: out of this hiatus where corporate travelers didn't travel internationally 78 00:04:46,380 --> 00:04:51,029 Brigid Archibald: and domestically. And they are really driving incredible action on 79 00:04:51,029 --> 00:04:53,940 Brigid Archibald: the front foot with the data that they're seeing in 80 00:04:53,940 --> 00:04:57,030 Brigid Archibald: our platform to help them make the most of this 81 00:04:57,210 --> 00:05:01,140 Brigid Archibald: escalation of business travel. And then we have a major 82 00:05:01,140 --> 00:05:04,529 Brigid Archibald: retail bank in Australia that came to us because they 83 00:05:04,529 --> 00:05:07,080 Brigid Archibald: could see something was happening and they didn't know why. 84 00:05:07,080 --> 00:05:10,140 Brigid Archibald: And that's often what happens in terms of organizations coming 85 00:05:10,140 --> 00:05:13,739 Brigid Archibald: to us. In this particular instance, the bank thought they 86 00:05:13,740 --> 00:05:17,460 Brigid Archibald: had a cart abandonment issue on their website. So consumers 87 00:05:17,460 --> 00:05:21,720 Brigid Archibald: were applying for credit cards and abandoning. What they thought 88 00:05:22,020 --> 00:05:24,270 Brigid Archibald: was a card abandonment issue was actually a lot worse. It 89 00:05:24,270 --> 00:05:28,530 Brigid Archibald: was brand damage. It was people applying for credit cards 90 00:05:28,980 --> 00:05:33,090 Brigid Archibald: and then thinking they'd completed the application process. 91 00:05:36,060 --> 00:05:36,241 Adam Lang: But they were mistaken. 92 00:05:36,241 --> 00:05:36,241 Brigid Archibald: They were mistaken. 93 00:05:36,241 --> 00:05:36,390 Adam Lang: They hadn't completed it- 94 00:05:36,391 --> 00:05:40,800 Brigid Archibald: They hadn't completed. So we put our digital customer experience platform 95 00:05:40,800 --> 00:05:44,460 Brigid Archibald: to action onto their website. And we helped them see, 96 00:05:44,580 --> 00:05:47,820 Brigid Archibald: in a day, that the issue was not card abandonment, 97 00:05:47,820 --> 00:05:51,390 Brigid Archibald: but the fact that customers hadn't completed. And we gave 98 00:05:51,390 --> 00:05:54,240 Brigid Archibald: them the data to show them that it actually was a very 99 00:05:54,240 --> 00:05:57,839 Brigid Archibald: poorly designed website. It was in fact designed for a 100 00:05:57,839 --> 00:06:02,789 Brigid Archibald: computer, but most people were using their phone. So on 101 00:06:02,790 --> 00:06:05,070 Brigid Archibald: the phone they couldn't see this button to apply now 102 00:06:05,070 --> 00:06:07,230 Brigid Archibald: on the bottom of the screen. So I like that 103 00:06:07,230 --> 00:06:11,190 Brigid Archibald: example because often when we talk about experience management, people 104 00:06:11,190 --> 00:06:14,070 Brigid Archibald: can think and organizations can think it's about unicorns and 105 00:06:14,070 --> 00:06:18,900 Brigid Archibald: parades. And how can you do that at scale, right? Necessarily without a 106 00:06:18,900 --> 00:06:22,020 Brigid Archibald: lot of costs you can. But one of the retail 107 00:06:22,020 --> 00:06:25,109 Brigid Archibald: bank example, they already had a digital team. They already 108 00:06:25,110 --> 00:06:27,570 Brigid Archibald: had a UX team. We just helped them with the 109 00:06:27,570 --> 00:06:30,390 Brigid Archibald: insight to take action on that insight. And when they 110 00:06:30,390 --> 00:06:34,110 Brigid Archibald: did credit card applications went up by 43%. 111 00:06:34,470 --> 00:06:36,330 Adam Lang: Stay with me, Brigid. We'll be back in a minute. 112 00:06:42,390 --> 00:06:45,690 Adam Lang: I'm speaking to Brigid Archibald, Asia Pacific, and Japan Managing 113 00:06:45,690 --> 00:06:48,570 Adam Lang: Director at Qualtrics. If I can just take you back 114 00:06:48,630 --> 00:06:52,109 Adam Lang: before you mentioned the intentional data that you gather and 115 00:06:52,110 --> 00:06:55,170 Adam Lang: some of that's more anecdotal on social media platforms, emails, 116 00:06:55,170 --> 00:06:58,620 Adam Lang: et cetera. Sometimes the data you gather is tampered by 117 00:06:58,620 --> 00:07:01,770 Adam Lang: the questions you ask and how you position them. How much 118 00:07:01,770 --> 00:07:04,799 Adam Lang: skill is there in framing the right questions to ask 119 00:07:04,800 --> 00:07:05,580 Adam Lang: in the first place? 120 00:07:06,240 --> 00:07:13,680 Brigid Archibald: Yeah. How you ask the right question and when you ask it and how few questions, in many instances, you ask is 121 00:07:13,680 --> 00:07:17,670 Brigid Archibald: very important. We have a lot of resource in our 122 00:07:17,670 --> 00:07:23,070 Brigid Archibald: business that helps us design into the platform the science 123 00:07:23,070 --> 00:07:27,869 Brigid Archibald: behind asking the right questions. So we work with organizations. 124 00:07:27,870 --> 00:07:31,320 Brigid Archibald: We just don't deliver a platform of technology. We wrap 125 00:07:31,320 --> 00:07:35,370 Brigid Archibald: it with services to help organizations ask the right question 126 00:07:35,370 --> 00:07:37,320 Brigid Archibald: in the right way at the right time to get 127 00:07:37,320 --> 00:07:41,910 Brigid Archibald: the right feedback. We also have the ability to segment 128 00:07:41,910 --> 00:07:45,270 Brigid Archibald: people that have provided feedback. So as you're not inundating 129 00:07:45,270 --> 00:07:48,210 Brigid Archibald: and asking for feedback for anyone except for those that 130 00:07:48,210 --> 00:07:51,270 Brigid Archibald: you want to. But the real future of this and 131 00:07:51,270 --> 00:07:55,620 Brigid Archibald: where we're working with organizations, is augmenting that with the 132 00:07:55,620 --> 00:07:59,670 Brigid Archibald: data that's already in an organization. If we take most 133 00:07:59,850 --> 00:08:03,150 Brigid Archibald: retail banks in Australia, they'll probably have 40 different types 134 00:08:03,240 --> 00:08:06,780 Brigid Archibald: of data collection already. So how can we surface that 135 00:08:06,780 --> 00:08:10,260 Brigid Archibald: data and understand it, understand that feedback that's not even 136 00:08:10,260 --> 00:08:15,810 Brigid Archibald: solicited, understand it contextual to what's happening and even pick 137 00:08:15,810 --> 00:08:20,130 Brigid Archibald: up the sentiment of the word unbelievable. Was the word 138 00:08:20,130 --> 00:08:23,610 Brigid Archibald: in a call center unbelievable? Was that sarcastic or was that- 139 00:08:24,030 --> 00:08:25,380 Adam Lang: Frustration? Yeah. 140 00:08:25,380 --> 00:08:27,150 Brigid Archibald: That's the beauty of the platform, is it will pick 141 00:08:27,150 --> 00:08:27,750 Brigid Archibald: all of that up for you. 142 00:08:28,680 --> 00:08:33,540 Adam Lang: Okay. Two of the very important customer groups in the 143 00:08:33,540 --> 00:08:35,970 Adam Lang: experience management sense that I can see, it's the customer 144 00:08:35,970 --> 00:08:39,660 Adam Lang: experience, the people that pay you money to experience your 145 00:08:39,660 --> 00:08:43,200 Adam Lang: service or your product and the employees. Is there a 146 00:08:43,200 --> 00:08:46,199 Adam Lang: link between customer and employee experience or are they two 147 00:08:46,200 --> 00:08:47,430 Adam Lang: entirely separate things? 148 00:08:47,730 --> 00:08:51,600 Brigid Archibald: Yeah, they're absolutely linked. And I think intellectually most people, 149 00:08:51,600 --> 00:08:57,120 Brigid Archibald: most organizations will understand better engaged employees, get better customer 150 00:08:57,120 --> 00:09:02,670 Brigid Archibald: outcomes. But what we help organizations do is really operationalize 151 00:09:02,670 --> 00:09:05,670 Brigid Archibald: that. We can give the data points to show you 152 00:09:05,670 --> 00:09:07,439 Brigid Archibald: that the things that you are going to do with 153 00:09:07,440 --> 00:09:11,220 Brigid Archibald: your employees are the right things to drive better customer 154 00:09:11,220 --> 00:09:15,090 Brigid Archibald: outcomes. For example, there's a lot of power with employees 155 00:09:15,090 --> 00:09:19,559 Brigid Archibald: across all organizations at the moment. They're setting the tone 156 00:09:19,559 --> 00:09:21,030 Brigid Archibald: for how they want to work with a lot of 157 00:09:21,030 --> 00:09:23,910 Brigid Archibald: organizations. And that goes for the public sector and also 158 00:09:23,910 --> 00:09:27,420 Brigid Archibald: the private sector. But we help... There's an organization that we 159 00:09:27,420 --> 00:09:31,740 Brigid Archibald: work with is a tech company that B2B and B2C, and 160 00:09:31,740 --> 00:09:36,000 Brigid Archibald: the data showed them, from our platform, that the number 161 00:09:36,000 --> 00:09:39,900 Brigid Archibald: one thing to focus on with their field service operators, 162 00:09:39,900 --> 00:09:45,090 Brigid Archibald: so their frontline staff, was recognizing them as doing a 163 00:09:45,090 --> 00:09:48,750 Brigid Archibald: great job. So they could have put their money into 164 00:09:48,870 --> 00:09:52,440 Brigid Archibald: free lunches or other things inside the business, but the 165 00:09:52,440 --> 00:09:55,680 Brigid Archibald: data showed them all they needed to do was recognize 166 00:09:55,920 --> 00:09:58,949 Brigid Archibald: great performance at the field level, and what they would 167 00:09:58,950 --> 00:10:02,280 Brigid Archibald: get in return for that was that nine times more 168 00:10:02,280 --> 00:10:06,660 Brigid Archibald: likely resolution in the first attempt with the customer. 169 00:10:07,170 --> 00:10:07,589 Adam Lang: Wow. 170 00:10:07,620 --> 00:10:09,780 Brigid Archibald: So if you think about that. Nine times more likely to 171 00:10:09,780 --> 00:10:13,380 Brigid Archibald: resolve at first instance with the customer. That obviously has 172 00:10:13,380 --> 00:10:18,480 Brigid Archibald: a measurable impact to customer experience, but it also drives 173 00:10:18,480 --> 00:10:19,860 Brigid Archibald: operational efficiency. 174 00:10:21,270 --> 00:10:26,190 Adam Lang: That's great. That's a great anecdote. Employee requirements have changed, 175 00:10:26,370 --> 00:10:29,970 Adam Lang: I think, rapidly in the last decade. How important is 176 00:10:29,970 --> 00:10:33,330 Adam Lang: it for companies to stay across what their staff think, 177 00:10:33,330 --> 00:10:35,640 Adam Lang: feel, and want? And yeah. You gave us a great 178 00:10:35,640 --> 00:10:39,480 Adam Lang: example there of frontline service. Just being recognized, made such 179 00:10:39,480 --> 00:10:43,320 Adam Lang: a meaningful difference. How are you seeing employee requirements evolve? 180 00:10:44,040 --> 00:10:47,040 Brigid Archibald: I love how you said stay across. It's if you 181 00:10:47,040 --> 00:10:49,739 Brigid Archibald: go back a couple of years, there'd be organizations that 182 00:10:49,740 --> 00:10:53,250 Brigid Archibald: thought an annual survey was the way forward. Covid taught 183 00:10:53,250 --> 00:10:55,679 Brigid Archibald: us many things. And one of the things that Covid 184 00:10:55,710 --> 00:10:59,070 Brigid Archibald: taught us was that it's more than even continuous listening. 185 00:10:59,460 --> 00:11:03,420 Brigid Archibald: It's a continuous dialogue with your employees. And that's what 186 00:11:03,420 --> 00:11:07,530 Brigid Archibald: our platform does. In fact, we actually help organizations act 187 00:11:07,830 --> 00:11:12,510 Brigid Archibald: with human empathy at scale to all of their employees 188 00:11:12,540 --> 00:11:14,699 Brigid Archibald: and their customers as well. But in terms of your 189 00:11:14,700 --> 00:11:19,260 Brigid Archibald: question to their employees, and we do that through constantly 190 00:11:19,260 --> 00:11:22,560 Brigid Archibald: listening, but the key thing is acting on that feedback. 191 00:11:22,800 --> 00:11:24,990 Brigid Archibald: So again, it comes back to a system of action. 192 00:11:25,620 --> 00:11:29,130 Adam Lang: Great advice. Now, you mentioned the data that companies already 193 00:11:29,130 --> 00:11:32,580 Adam Lang: have, earlier in the interview. There must be examples of 194 00:11:32,580 --> 00:11:35,699 Adam Lang: companies getting great data and just leaving it on the 195 00:11:35,700 --> 00:11:38,280 Adam Lang: shelf. What could you recommend are the best steps to 196 00:11:38,280 --> 00:11:40,140 Adam Lang: take when you capture good data? 197 00:11:40,140 --> 00:11:45,840 Brigid Archibald: I think the first thing is to take action. So you referenced BHP, right? So 198 00:11:46,050 --> 00:11:49,650 Brigid Archibald: they actually use our platform to listen to, I think 199 00:11:49,650 --> 00:11:53,190 Brigid Archibald: the last time I looked, they had 80, 000 employees. If 200 00:11:53,190 --> 00:11:55,980 Brigid Archibald: you think about the feedback that they're getting from their 201 00:11:56,550 --> 00:12:00,360 Brigid Archibald: frontline workers in terms of what the employees need and 202 00:12:00,360 --> 00:12:06,120 Brigid Archibald: acting on that, if BHP does 1% better, over 80,000 203 00:12:06,120 --> 00:12:10,200 Brigid Archibald: people every single day, imagine the impact that they would 204 00:12:10,200 --> 00:12:14,010 Brigid Archibald: have on their employee base. And so it's working with 205 00:12:14,010 --> 00:12:18,059 Brigid Archibald: organizations to help them get that culture of action. Not 206 00:12:18,059 --> 00:12:20,040 Brigid Archibald: just the insight. But what are they going to do 207 00:12:20,040 --> 00:12:22,890 Brigid Archibald: with it and how are they going to measure that progress? 208 00:12:23,670 --> 00:12:25,950 Adam Lang: Brigid, you sound like you're getting a lot out of 209 00:12:25,950 --> 00:12:27,569 Adam Lang: the work you do. Are you enjoying it? 210 00:12:27,960 --> 00:12:31,740 Brigid Archibald: Absolutely. I mean, honestly, human empathy at scale, there's nothing 211 00:12:31,740 --> 00:12:35,550 Brigid Archibald: more human than wanting to be heard and understood. And 212 00:12:35,550 --> 00:12:38,609 Brigid Archibald: you mentioned the organizations that we work with. We work 213 00:12:38,610 --> 00:12:43,920 Brigid Archibald: with primary schools. We work with the largest financial institutions 214 00:12:43,920 --> 00:12:46,800 Brigid Archibald: in the world. We work with everything in between. We 215 00:12:46,800 --> 00:12:49,380 Brigid Archibald: do a lot of work with government agencies. I have 216 00:12:49,380 --> 00:12:51,660 Brigid Archibald: to say a lot of the government agencies that we 217 00:12:51,660 --> 00:12:55,530 Brigid Archibald: work with in Australia, using our platform in times of 218 00:12:55,530 --> 00:12:59,070 Brigid Archibald: crisis, to help our citizens, and many of them call 219 00:12:59,070 --> 00:13:03,809 Brigid Archibald: them customers... Help their customers at a time of absolute stress 220 00:13:03,960 --> 00:13:07,110 Brigid Archibald: with empathy and at scale. Not only does that help 221 00:13:07,470 --> 00:13:11,910 Brigid Archibald: the customer, but the impact in the reduction of stress 222 00:13:12,179 --> 00:13:15,210 Brigid Archibald: on the government's frontline workers who are dealing with someone 223 00:13:15,210 --> 00:13:17,160 Brigid Archibald: who's just lost a house because of a flood or 224 00:13:17,160 --> 00:13:20,700 Brigid Archibald: a fire or mouse plagues ruin on their farm, just 225 00:13:20,700 --> 00:13:24,840 Brigid Archibald: the impact for that purpose driven worker is phenomenal as 226 00:13:24,840 --> 00:13:26,910 Brigid Archibald: well. So it's very energizing work. 227 00:13:27,480 --> 00:13:29,910 Adam Lang: That's terrific. Brigid, thank you so much for talking to 228 00:13:29,910 --> 00:13:30,600 Adam Lang: Fear and Greed. 229 00:13:30,990 --> 00:13:32,160 Brigid Archibald: Thank you so much, Adam. 230 00:13:32,910 --> 00:13:36,450 Adam Lang: That was Brigid Archibald, Asia Pacific, and Japan Managing Director 231 00:13:36,450 --> 00:13:39,690 Adam Lang: at Qualtrics. This is the Fear and Greed daily interview. 232 00:13:39,690 --> 00:13:42,120 Adam Lang: Join us every morning for the full episode of Fear 233 00:13:42,120 --> 00:13:46,020 Adam Lang: and Greed. Australia's most popular business podcast. I'm Adam Lang. 234 00:13:46,140 --> 00:13:46,739 Adam Lang: Enjoy your day.