WEBVTT - Twilio CEO on New Book

0:00:00.160 --> 0:00:04.160
<v Speaker 1>This is Bloomberg Business Week with Carol Masser and Bloomberg

0:00:04.240 --> 0:00:08.559
<v Speaker 1>Quick Takes Tim Stinovic from Bloomberg Radio Well the CURRENTISHO

0:00:08.600 --> 0:00:11.280
<v Speaker 1>of bloomber Business Week magazine. It's just on newsstands, online

0:00:11.320 --> 0:00:12.960
<v Speaker 1>and on the Bloomberg. It's all about the year ahead.

0:00:12.960 --> 0:00:16.640
<v Speaker 1>The comprehensive coverage includes a list of the fifty companies

0:00:16.680 --> 0:00:20.400
<v Speaker 1>to watch. On that list, Twilio. Uh, it's a company.

0:00:20.480 --> 0:00:22.640
<v Speaker 1>It's a stock that was one of the last year's

0:00:22.720 --> 0:00:27.480
<v Speaker 1>high flyers up two amid a time of robust demand

0:00:27.480 --> 0:00:31.080
<v Speaker 1>for its communications software. Joining us right now to talk

0:00:31.120 --> 0:00:33.680
<v Speaker 1>about the company and also about his new book is

0:00:33.760 --> 0:00:37.080
<v Speaker 1>Jeff Lawson, who is chairman, CEO and co founder of Twilio.

0:00:37.240 --> 0:00:39.839
<v Speaker 1>He his new book, Ask Your Developer, How to Harness

0:00:39.920 --> 0:00:42.680
<v Speaker 1>the power of Software developers and win in the twenty

0:00:42.720 --> 0:00:45.879
<v Speaker 1>first century. Jeff joins us on the phone in San Francisco.

0:00:45.920 --> 0:00:49.720
<v Speaker 1>It's taken a week to finally get to here. And

0:00:49.760 --> 0:00:51.680
<v Speaker 1>we appreciate your patients because we've had a lot of

0:00:51.680 --> 0:00:55.600
<v Speaker 1>news breaking that is often preempted stuff. Um. Just nice

0:00:55.600 --> 0:00:57.040
<v Speaker 1>to have you back with us. How are you in

0:00:57.080 --> 0:01:01.080
<v Speaker 1>Congratulations on the book bank, Carol, It is great to

0:01:01.160 --> 0:01:04.560
<v Speaker 1>join you today and doing well as well as you

0:01:04.600 --> 0:01:09.080
<v Speaker 1>know people do during a pandemic. But really excited to

0:01:09.120 --> 0:01:11.600
<v Speaker 1>get this book out there because I started writing this

0:01:11.640 --> 0:01:15.280
<v Speaker 1>book about the power of software developers and innovation and

0:01:15.319 --> 0:01:17.679
<v Speaker 1>the power that software is playing, and so many businesses

0:01:17.720 --> 0:01:20.520
<v Speaker 1>and so many industries started writing this book actually you

0:01:20.520 --> 0:01:23.039
<v Speaker 1>know before COVID, and I think the last year has

0:01:23.080 --> 0:01:28.160
<v Speaker 1>just shown even more so how important digital innovation, digital communications,

0:01:28.440 --> 0:01:32.520
<v Speaker 1>but agility essentially in business is when factors outside of

0:01:32.520 --> 0:01:34.600
<v Speaker 1>our control are changing constantly. Well, I think that is

0:01:34.680 --> 0:01:36.840
<v Speaker 1>spot on, um, and I want to dig into the

0:01:36.840 --> 0:01:38.839
<v Speaker 1>book specifically, but I do want to ask you about

0:01:38.880 --> 0:01:43.200
<v Speaker 1>this past year. Like some companies, your business, uh, Twilio

0:01:43.319 --> 0:01:46.280
<v Speaker 1>benefited as we were all working from home and companies

0:01:46.360 --> 0:01:49.080
<v Speaker 1>needed more than ever before really to communicate with their customers,

0:01:49.120 --> 0:01:53.680
<v Speaker 1>and they needed you know, your infrastruction infrastructure software. Um,

0:01:53.760 --> 0:01:56.480
<v Speaker 1>what was the year like for you? How would you

0:01:56.800 --> 0:01:58.720
<v Speaker 1>sum it up? And when did you all of a

0:01:58.760 --> 0:02:00.760
<v Speaker 1>sudden see that it was going to turn out to

0:02:00.800 --> 0:02:05.600
<v Speaker 1>be a strong year for you financially? Well, you know

0:02:05.640 --> 0:02:08.960
<v Speaker 1>Tolio's product. We are a platform that enables companies who

0:02:09.000 --> 0:02:12.239
<v Speaker 1>are building things in software to be able to communicate

0:02:12.280 --> 0:02:17.840
<v Speaker 1>digitally using digital communication channels like voice, text, messaging, chat, video, email,

0:02:17.880 --> 0:02:21.280
<v Speaker 1>and more. And so you know what we have always

0:02:21.320 --> 0:02:25.120
<v Speaker 1>provided to the world even before covid was first digital

0:02:25.480 --> 0:02:29.360
<v Speaker 1>customer engagement ability to connect people together using digital technologies.

0:02:29.680 --> 0:02:33.080
<v Speaker 1>Number two software agility because we enable software developers to

0:02:33.120 --> 0:02:36.080
<v Speaker 1>build communications into all the apps and experiences that we

0:02:36.120 --> 0:02:39.320
<v Speaker 1>have every day. And third is cloud scale. When somebody

0:02:39.320 --> 0:02:41.280
<v Speaker 1>builds something on toilio, it just works everywhere in the

0:02:41.320 --> 0:02:43.200
<v Speaker 1>world that works at any scale. You have to worry

0:02:43.200 --> 0:02:45.480
<v Speaker 1>about racking and stacking servers and all this kind of stuff.

0:02:45.600 --> 0:02:47.880
<v Speaker 1>That's why many of the best companies in the world

0:02:47.880 --> 0:02:50.760
<v Speaker 1>have been using Toilio to build these amazing customer experiences,

0:02:50.800 --> 0:02:53.800
<v Speaker 1>you know, like uber list and Shopify and amazing companies

0:02:53.800 --> 0:02:55.520
<v Speaker 1>that are leading the edge. But which are the companies

0:02:55.560 --> 0:02:58.119
<v Speaker 1>we know about right as consumers, But we don't understand

0:02:58.160 --> 0:02:59.600
<v Speaker 1>kind of how it all works or how it gets

0:02:59.600 --> 0:03:03.840
<v Speaker 1>to us exactly behind the scenes. And if you think

0:03:03.880 --> 0:03:07.480
<v Speaker 1>about those three things that I just mentioned, like digital engagement, uh,

0:03:07.680 --> 0:03:11.239
<v Speaker 1>cloud scale and software agility. While the world needed those

0:03:11.320 --> 0:03:15.440
<v Speaker 1>even more because as we had to reconfigure our world

0:03:15.480 --> 0:03:17.800
<v Speaker 1>to get rid of human to human face to face

0:03:17.840 --> 0:03:22.080
<v Speaker 1>interactions replace them with digital equivalence, and we needed to

0:03:22.120 --> 0:03:24.720
<v Speaker 1>re a factor the whole world in real time with

0:03:24.840 --> 0:03:27.440
<v Speaker 1>these changing conditions. While the things actually brought to our

0:03:27.440 --> 0:03:30.880
<v Speaker 1>customers was incredibly valuable. Were you surprised though, at how

0:03:30.960 --> 0:03:33.080
<v Speaker 1>strong the demand ultimately and how it played out for

0:03:33.080 --> 0:03:38.200
<v Speaker 1>you guys? You know, not really. I had an early sentence.

0:03:38.320 --> 0:03:40.520
<v Speaker 1>I'll tell you that when the when the pandemic began

0:03:41.360 --> 0:03:44.119
<v Speaker 1>um in, you know, early to mid March of last year,

0:03:44.720 --> 0:03:48.920
<v Speaker 1>we saw a really quick influx of customers all realizing

0:03:48.960 --> 0:03:51.040
<v Speaker 1>that they needed to build. You know, there were say

0:03:51.080 --> 0:03:52.960
<v Speaker 1>needs time to build, like we've never dealt with a

0:03:52.960 --> 0:03:56.080
<v Speaker 1>global pandemic before. We need to reinvent our customer experience.

0:03:56.080 --> 0:03:59.320
<v Speaker 1>We need to contactless delivery, we need to accelerate our

0:03:59.360 --> 0:04:02.600
<v Speaker 1>online order abilities. We need to see patients remotely for

0:04:02.600 --> 0:04:05.840
<v Speaker 1>for telehealth, like there are all these use cases coming

0:04:05.920 --> 0:04:08.480
<v Speaker 1>to prominence that in a very like in the course

0:04:08.520 --> 0:04:11.200
<v Speaker 1>of a week, so many customers reaching out and saying,

0:04:11.240 --> 0:04:14.360
<v Speaker 1>our road map has changed, Our priorities all just changed.

0:04:14.560 --> 0:04:16.039
<v Speaker 1>And Tali has be a big part of how we're

0:04:16.040 --> 0:04:18.280
<v Speaker 1>gonna respond to the pandemic. And so I think we

0:04:18.400 --> 0:04:21.039
<v Speaker 1>got a pretty early view into the importance of it.

0:04:21.080 --> 0:04:23.080
<v Speaker 1>That's why we leaned in. We said, we're here to

0:04:23.160 --> 0:04:25.600
<v Speaker 1>serve our customers during this time, to make them successful

0:04:26.040 --> 0:04:29.520
<v Speaker 1>the pandemic and build even tighter customer relationships during this

0:04:29.560 --> 0:04:31.760
<v Speaker 1>pretiod time. That's going to be so successful for our

0:04:31.800 --> 0:04:33.760
<v Speaker 1>customers and for the world. Jeff, I want to talk

0:04:33.880 --> 0:04:36.000
<v Speaker 1>more about the book. I've just got about forty seconds,

0:04:36.000 --> 0:04:38.040
<v Speaker 1>so I do want to ask you what does one

0:04:38.040 --> 0:04:40.000
<v Speaker 1>look like for you guys in terms of what kind

0:04:40.000 --> 0:04:41.760
<v Speaker 1>of visibility and just quickly if you could, and then

0:04:41.800 --> 0:04:45.320
<v Speaker 1>we'll come back and talk more. Well, we see twenty

0:04:45.480 --> 0:04:47.480
<v Speaker 1>as having been an acceleration of the trends that have

0:04:47.600 --> 0:04:49.920
<v Speaker 1>long gone on of the world moving to digital, of

0:04:49.960 --> 0:04:53.880
<v Speaker 1>every industry becoming a software industry, and every company having

0:04:53.920 --> 0:04:58.360
<v Speaker 1>to really up their digital game, and Pandemic accelerated those

0:04:58.360 --> 0:05:01.400
<v Speaker 1>plans often times in companies. By six years that rod

0:05:01.440 --> 0:05:05.000
<v Speaker 1>Maps got accelerated is going to be no different. That

0:05:05.160 --> 0:05:08.200
<v Speaker 1>acceleration is a one way path, and every industry and

0:05:08.240 --> 0:05:10.800
<v Speaker 1>every company who expects to win in this digital economy

0:05:11.080 --> 0:05:12.560
<v Speaker 1>is going to have to keep up the pace of

0:05:12.600 --> 0:05:16.560
<v Speaker 1>invention and agility in using software to serve their customers

0:05:16.600 --> 0:05:19.320
<v Speaker 1>and so I think we're going to continue to help

0:05:19.400 --> 0:05:23.160
<v Speaker 1>companies unlock these amazing digital experiences. Forgive me, Jeff, and

0:05:23.160 --> 0:05:25.080
<v Speaker 1>we love talking with you because you've got to go

0:05:25.120 --> 0:05:27.080
<v Speaker 1>a lot of places with us. But if I'm not

0:05:27.200 --> 0:05:29.920
<v Speaker 1>a person who's into software, am I going to be like, Okay,

0:05:29.920 --> 0:05:31.479
<v Speaker 1>why do I need to read this book? And it

0:05:31.520 --> 0:05:34.200
<v Speaker 1>sounds like we all need to read this book in

0:05:34.320 --> 0:05:37.920
<v Speaker 1>terms of understanding, especially in an increasingly high tech world.

0:05:38.160 --> 0:05:40.200
<v Speaker 1>You know, we've certainly seen that over the last year.

0:05:41.080 --> 0:05:43.479
<v Speaker 1>Why did you write it? Who are you addressing and

0:05:43.520 --> 0:05:46.960
<v Speaker 1>what's the message you want to get out here? This

0:05:47.000 --> 0:05:49.520
<v Speaker 1>book is written actually for people who aren't the developers

0:05:49.520 --> 0:05:51.880
<v Speaker 1>and aren't the software people. It's written for the wide

0:05:51.960 --> 0:05:55.960
<v Speaker 1>variety of business executives who know that software in many

0:05:55.960 --> 0:05:59.320
<v Speaker 1>ways represents the future of their company. Because every company

0:05:59.360 --> 0:06:01.840
<v Speaker 1>is in the star we be in struggle to build

0:06:01.960 --> 0:06:05.320
<v Speaker 1>great digital products and experiences to serve their customers in

0:06:05.320 --> 0:06:07.640
<v Speaker 1>this era where the interface that we have with our

0:06:07.680 --> 0:06:10.600
<v Speaker 1>customers is now oftentimes an app on a phone or

0:06:10.640 --> 0:06:16.279
<v Speaker 1>a website. Therefore, it's the companies that build great software experiences.

0:06:16.320 --> 0:06:19.240
<v Speaker 1>Those are the companies who win the hearts and minds

0:06:19.279 --> 0:06:22.320
<v Speaker 1>and wallets of their customers, and so so much has

0:06:22.360 --> 0:06:24.120
<v Speaker 1>been said about this, you know, and the software is

0:06:24.120 --> 0:06:27.360
<v Speaker 1>eating the world, and so many industries have been challenged

0:06:27.640 --> 0:06:30.039
<v Speaker 1>by the nature of software and how software is changing

0:06:30.080 --> 0:06:32.119
<v Speaker 1>these industries, but not a lot has been said about

0:06:32.120 --> 0:06:36.240
<v Speaker 1>how the business people who aren't software developers, who aren't technologists,

0:06:36.240 --> 0:06:39.320
<v Speaker 1>how do they partner with the technical talent in their

0:06:39.360 --> 0:06:41.760
<v Speaker 1>company or the technical talent they want to bring into

0:06:41.760 --> 0:06:45.720
<v Speaker 1>their company to actually successfully build those great digital products

0:06:45.760 --> 0:06:47.960
<v Speaker 1>and experiences. Because at the end of the day, the

0:06:48.040 --> 0:06:51.320
<v Speaker 1>technical people and the business executives are all aligned in

0:06:51.360 --> 0:06:54.120
<v Speaker 1>what they want. They want to build amazing products and

0:06:54.160 --> 0:06:57.599
<v Speaker 1>experiences that millions or billions of customers are gonna love,

0:06:57.920 --> 0:07:02.000
<v Speaker 1>that will drive business growth. Yet oftentimes there's this invisible

0:07:02.040 --> 0:07:05.320
<v Speaker 1>divide between the business executives and the technical talent because

0:07:05.360 --> 0:07:08.400
<v Speaker 1>they speak different languages. Right. And the interesting thing is

0:07:08.400 --> 0:07:10.880
<v Speaker 1>that I'm a CEO of a public company, I'm also

0:07:10.920 --> 0:07:12.960
<v Speaker 1>a software developers. I've have a foot in both of

0:07:12.960 --> 0:07:15.240
<v Speaker 1>these worlds, and so I wrote the book to try

0:07:15.280 --> 0:07:18.320
<v Speaker 1>to build that bridge, to talk to business executives and

0:07:18.360 --> 0:07:19.960
<v Speaker 1>tell them what goes on in the world of software

0:07:19.960 --> 0:07:22.360
<v Speaker 1>and what their developers are actually doing and how they

0:07:22.360 --> 0:07:26.280
<v Speaker 1>can work with those developers to unlock innovation and build

0:07:26.360 --> 0:07:29.160
<v Speaker 1>great software that will differentiate their company in the eyes

0:07:29.160 --> 0:07:31.440
<v Speaker 1>of their customers, because that is how you win in

0:07:31.440 --> 0:07:33.840
<v Speaker 1>this disual, right well, and I feel like in many ways,

0:07:33.880 --> 0:07:37.080
<v Speaker 1>it's like after the financial crisis, um, we looked at

0:07:37.200 --> 0:07:40.240
<v Speaker 1>CFOs very differently because CFOs how to figure out financially,

0:07:40.240 --> 0:07:43.600
<v Speaker 1>how to get their companies through a really difficult crisis.

0:07:43.920 --> 0:07:46.600
<v Speaker 1>And it wasn't just you know, accounting guys, you know,

0:07:46.800 --> 0:07:49.960
<v Speaker 1>checking out the numbers. They became really key and implement

0:07:50.080 --> 0:07:53.720
<v Speaker 1>you know, and and strategical to companies. And I feel

0:07:53.760 --> 0:07:55.720
<v Speaker 1>like that's what we see now with ct O s

0:07:55.760 --> 0:07:58.520
<v Speaker 1>and i T departments. Increasingly it's not just like, hey,

0:07:58.560 --> 0:08:00.520
<v Speaker 1>I need a new mouse pad, you know, it's a

0:08:00.560 --> 0:08:05.080
<v Speaker 1>lot more strategic, um, you know, especially as almost every

0:08:05.160 --> 0:08:09.480
<v Speaker 1>company has become a tech company. Well, first, I do

0:08:09.560 --> 0:08:12.840
<v Speaker 1>need a new mousepair. Okay, I'll get I'll get right

0:08:12.880 --> 0:08:16.640
<v Speaker 1>on it. You're absolutely right. Twenty years ago, You're right,

0:08:16.760 --> 0:08:19.520
<v Speaker 1>I T was a cost center. It was about you know,

0:08:19.600 --> 0:08:23.600
<v Speaker 1>laptops for the employees and printers and you know, maybe uh,

0:08:23.600 --> 0:08:26.160
<v Speaker 1>you know, the financial system that customers never knew about

0:08:26.280 --> 0:08:29.920
<v Speaker 1>or cared about. But nowadays, when the company their interface

0:08:29.960 --> 0:08:33.080
<v Speaker 1>with their customers is a digital one, customers suddenly care

0:08:33.120 --> 0:08:35.920
<v Speaker 1>about the quality of your software. Are you using software

0:08:35.920 --> 0:08:39.240
<v Speaker 1>to differentiate? So software has moved from the back office

0:08:39.280 --> 0:08:43.640
<v Speaker 1>and cost center to the revenue driver of so many companies,

0:08:43.840 --> 0:08:46.079
<v Speaker 1>and it actually it's something that customers care about. Think

0:08:46.120 --> 0:08:48.000
<v Speaker 1>about your bank, you know. It used to be that

0:08:48.160 --> 0:08:50.280
<v Speaker 1>your bank was a bricks and mortar store that you

0:08:50.320 --> 0:08:52.319
<v Speaker 1>walked into and if it was well decorated, well lit,

0:08:52.360 --> 0:08:54.640
<v Speaker 1>the teller was friendly and they gave your kid a lollipop,

0:08:54.640 --> 0:08:57.400
<v Speaker 1>you'd say, well, I like my bank. Nowadays your bank

0:08:57.559 --> 0:08:59.839
<v Speaker 1>is a software app on your phone, and you like

0:09:00.040 --> 0:09:01.559
<v Speaker 1>to your bank if the app is fast, if it

0:09:01.559 --> 0:09:03.880
<v Speaker 1>doesn't crash, and if it makes you like easier. And

0:09:03.920 --> 0:09:06.600
<v Speaker 1>the act of achieving those things is really the act

0:09:06.600 --> 0:09:10.479
<v Speaker 1>of companies listening to their customers and answering the problems

0:09:10.480 --> 0:09:13.560
<v Speaker 1>that their customers need solved with all that software. And

0:09:13.600 --> 0:09:16.480
<v Speaker 1>that's fundamentally an act of building. And that's why so

0:09:16.520 --> 0:09:19.920
<v Speaker 1>many Silicon Valley companies, who oftentimes higher developers as the

0:09:19.960 --> 0:09:22.360
<v Speaker 1>first thing they do, that's why they end up challenging

0:09:22.400 --> 0:09:26.080
<v Speaker 1>so many different industries but every company is starting to

0:09:26.640 --> 0:09:29.160
<v Speaker 1>adopt that methodology if they want to compete and win

0:09:29.200 --> 0:09:30.920
<v Speaker 1>in this era. And that's what this book is really about.

0:09:30.920 --> 0:09:32.640
<v Speaker 1>It's the playbook for how to do that well. And

0:09:32.679 --> 0:09:35.360
<v Speaker 1>your customer line up, whether it's Uber, what's app, whether

0:09:35.400 --> 0:09:37.679
<v Speaker 1>it's Left, whether it's Nordstrom, whether it's Nike. I mean

0:09:37.720 --> 0:09:41.000
<v Speaker 1>you really kind of look into so many different areas

0:09:41.040 --> 0:09:44.000
<v Speaker 1>of the corporate world based on what you're seeing from

0:09:44.000 --> 0:09:47.240
<v Speaker 1>some of your customers and where they're spending money. What

0:09:47.280 --> 0:09:49.880
<v Speaker 1>does it tell you maybe about our environment, our broader

0:09:49.920 --> 0:09:55.000
<v Speaker 1>market environment. Well, I think that it's it's just it's

0:09:55.080 --> 0:09:58.160
<v Speaker 1>just a truism that in the digital economy, the companies

0:09:58.200 --> 0:10:01.440
<v Speaker 1>with the best digital experiences are going to win the

0:10:01.480 --> 0:10:06.320
<v Speaker 1>heart spinds of wallets of customers. Yeah, and I look

0:10:06.360 --> 0:10:08.719
<v Speaker 1>at you know, it's not just about the startups, and

0:10:08.720 --> 0:10:11.640
<v Speaker 1>it's not just about certain companies. It's really every company.

0:10:11.679 --> 0:10:13.640
<v Speaker 1>In the book, I talked about the story about Domino's

0:10:13.640 --> 0:10:16.080
<v Speaker 1>Pizza actually, which has been a huge, like look at

0:10:16.080 --> 0:10:18.400
<v Speaker 1>their stock place over the last decade. It's an amazing

0:10:18.440 --> 0:10:22.240
<v Speaker 1>story of a company that transformed from a pizza company

0:10:22.320 --> 0:10:25.520
<v Speaker 1>to a technology company and the seat it all started

0:10:25.520 --> 0:10:27.880
<v Speaker 1>with the CEO of Patrick Doyle about a decade ago,

0:10:28.000 --> 0:10:32.319
<v Speaker 1>realized that he needed to transform Dominoes into a technology company.

0:10:32.400 --> 0:10:35.400
<v Speaker 1>Let's he be destructed by all the food delivery services.

0:10:35.520 --> 0:10:37.840
<v Speaker 1>And he started on this path. He hired a great

0:10:37.960 --> 0:10:40.600
<v Speaker 1>leader to leave the organization and then empower them to

0:10:40.640 --> 0:10:42.840
<v Speaker 1>go listen to customers and serve them. And it's a

0:10:42.920 --> 0:10:46.440
<v Speaker 1>great example of how a company one doesn't typically think

0:10:46.440 --> 0:10:50.800
<v Speaker 1>of as a technology company has unlocked this innovation and

0:10:50.840 --> 0:10:54.679
<v Speaker 1>in doing so created tremendous shareholder value and the return

0:10:54.720 --> 0:10:56.320
<v Speaker 1>to go. If anyone hasn't seen it, it's just like

0:10:56.360 --> 0:11:00.760
<v Speaker 1>sleeper success story of the last decade. Yeah, it's really

0:11:00.760 --> 0:11:03.160
<v Speaker 1>it's really remarkable. We've we've talked about their story a lot.

0:11:03.240 --> 0:11:06.080
<v Speaker 1>Hey just got about forty seconds left here, Jeff Um.

0:11:06.120 --> 0:11:09.800
<v Speaker 1>As technology and your own company becomes more entrenched in everyone,

0:11:09.840 --> 0:11:12.760
<v Speaker 1>what's the responsibility of technology? You know, we saw Amazon

0:11:12.800 --> 0:11:15.160
<v Speaker 1>pull off parlor Um. Do you agree with that that

0:11:15.200 --> 0:11:17.400
<v Speaker 1>they've got to also be responsible in terms of who

0:11:17.400 --> 0:11:21.000
<v Speaker 1>they work with and just quickly on that if you could, Yeah, absolutely.

0:11:21.000 --> 0:11:23.280
<v Speaker 1>You know, in a society, you know, the words you

0:11:23.360 --> 0:11:25.760
<v Speaker 1>use matter, the actions you think matter. I mean, that's

0:11:25.800 --> 0:11:28.120
<v Speaker 1>what it means to be in a society together. And

0:11:28.520 --> 0:11:30.120
<v Speaker 1>this is nothing new, right. It used to be that

0:11:30.120 --> 0:11:32.880
<v Speaker 1>if you walked into a movie theater and yelled fire

0:11:33.040 --> 0:11:36.120
<v Speaker 1>or ice cream shop and started shouting racist epithets like

0:11:36.200 --> 0:11:38.480
<v Speaker 1>you'd be kicked out very quickly. This is a digital

0:11:38.520 --> 0:11:41.280
<v Speaker 1>equivalent of that. That's why technology companies, and really most

0:11:41.320 --> 0:11:44.440
<v Speaker 1>companies have terms of service, acceptable use policies, and if

0:11:44.480 --> 0:11:47.559
<v Speaker 1>customers can't buy it by them, then companies have the

0:11:47.640 --> 0:11:49.440
<v Speaker 1>right to say we don't want you as a customer.

0:11:49.440 --> 0:11:51.240
<v Speaker 1>And that's really what you see going on. And it's

0:11:51.280 --> 0:11:55.160
<v Speaker 1>nothing new. It's writing, uh in the digital realm. Hey, listen,

0:11:55.160 --> 0:11:57.120
<v Speaker 1>good stuff is always good. Luck with the book, Jeff.

0:11:57.160 --> 0:12:00.439
<v Speaker 1>Thank you Jeff Laws and chairman's CEO, co founder of Willio.

0:12:00.679 --> 0:12:02.719
<v Speaker 1>Check out his new book, Ask Your Developer, How to

0:12:02.760 --> 0:12:05.640
<v Speaker 1>Harness the power of software developers and win in the

0:12:05.679 --> 0:12:06.920
<v Speaker 1>twenty first century.