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I think the really interesting 
trend moving forward though is 

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the proliferation of AI agents 
and and we think that we can act

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as a critical gateway to AI 
agents moving forward. 

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Hello and welcome to the Retail 
Podcast. 

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Now today we're going to go into
an area that I love and have had

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lots of experience with. 
And I'm really curious to to 

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dive directly into Andrew Doyle,
who's VP of frontline of Jabra 

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to talk about empowering, which 
I'm pretty sure frontline 

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workers as he's the VP for 
frontline workers at Jabra. 

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And so some of you may or may 
not know Jabra. 

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So Andrew, why don't you set the
scene for us? 

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You know who is Jabra and then 
bring it down to frontline 

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workers? 
What are you guys doing in this 

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space? 
Thanks, Alex. 

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Well, firstly, thanks for giving
us the opportunity, Sir, to join

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you on the podcast. 
A little bit of background to 

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Jabra. 
So actually Jabra's part of a 

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Danish group called GNGN, still 
Noor actually 156 years old. 

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That's what that matters. 
And a little anecdote. 

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GN was the first company to 
create telegraphic communication

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between China and the rest of 
the world. 

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So a little anecdote for you. 
And we like to think that we're 

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still in the world of 
communicating and connecting 

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people. 
Even now. 

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We have 3 divisions. 
We have our hearing division. 

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So one of the world leaders in, 
in, in hearing aids. 

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We have the cool part of our 
company, which is the gaming 

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division. 
So for the gamers out there, we 

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we have a brand called Steel 
Series, which again one of the 

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world leaders in in gaming gear.
So everything from headsets to 

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keyboards to mice. 
And then we have the enterprise 

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division, which is the business 
that frontline resides. 

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And I think probably a lot of 
your listeners will be aware of 

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Jabra through products, speaker 
phones, headsets, even video 

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collaboration products that were
particularly targeted with, with

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the desk based or the knowledge 
worker. 

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So that's kind of our our 
pedigree. 

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And you can probably sort of 
perceive the synergies that 

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exist across the group in terms 
of our technology capabilities, 

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particularly around audio and 
IT. 

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You know, we've, we're 
particularly intrigued in this 

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sort of frontline worker space. 
We, we made the strategic 

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decision to, to invest in what 
we think is a great market 

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opportunity of frontline workers
and particularly retail because 

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we think we can add some value 
in that space. 

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And it's, it's really around the
provision of, you know, superior

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audio technology towards the 
front line and towards retail 

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workers. 
And that is sort of to improve 

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collaboration through what we 
think of as human to human 

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communication, but also human to
machine communication, 

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particularly the proliferation 
of AI. 

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So kind of what brings us into 
the space. 

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Yeah. 
And we we look forward to trying

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to build sort of our business 
and build improved solutions in 

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the forthcoming years. 
I sort of get the play that 

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you're making in terms of your, 
everyone who works in enterprise

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is aware of the brand, they've 
seen the headsets, they've had 

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some working relationship with 
you. 

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If if you've worked, as you 
said, you're a knowledge worker 

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or, or been in the enterprise 
environment, what, what, what 

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makes you feel or what was the 
research or what was the element

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that made you guys feel that 
there was, this is a great time 

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to go into a market that has 
existed for a long time. 

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So it's a, it's a tough move, I 
think, but I'm curious about 

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those elements. 
You will already know, but what 

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well, we're really good in this 
area. 

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We're really good in this and 
that's what we see is needed. 

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I'm curious what what those 
areas? 

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Well, I think we're seeing this 
sort of, I mean, you know, 

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retail in particular is 
constantly looking to drive 

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productivity, customer service 
engagement of of associates. 

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And we're starting to see I 
think the recognition that, you 

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know, improving communication 
through. 

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So what we hear this phrase 
digitalisation at the front line

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and sort of phrase, I think 
that's been been used for a 

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while. 
What we're seeing is sort of the

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sort of what we regard as key 
partners of ours like sort of 

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Microsoft Zebra Technologies and
now building really strong 

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digital capabilities in their 
software platforms for two way 

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communication push to talk 
applications such as work cloud 

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sync teams, walkie-talkie. 
We're seeing those that 

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proliferation of those devices 
of those sort of software 

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application. 
And what we think is that 

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actually there is a real value 
add that we can bring from 

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superior audio and pods 
essentially. 

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And yeah, we think that's a sort
of a missing component today, 

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the quality of audio as we think
ultimately you know those if you

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can enhance communication, you 
can increase productivity, 

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accurate two way communication, 
customer service, giving better 

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information directly to your 
associate enables them to be 

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more engaging with customers. 
And of course that in itself 

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provides better engagement for 
the for the worker. 

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I think the really interesting 
trend moving forward though is a

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proliferation of AI agents and 
and we think that we can act as 

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a critical gateway to AI agents 
moving forward. 

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In what way? 
What? 

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Unpack that for me What? 
What you mean by that? 

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Yeah, I mean, so if we think 
about the fact that voice is the

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most natural way for us to 
communicate and it seems to be 

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now a general building 
consensus, the voice will be the

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interface to AI agents as there 
was a clear productivity game. 

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So I was in preparation today. 
I was, I was looking at sort of 

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some data points and they 
consider that that was really 

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interesting. 
The human brain, we can process 

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around 500 to 600 words per 
minute in thought. 

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And we when we speak, we can 
essentially speak at a speed 

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around 200 to 300 words per 
minute. 

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But once we tie, that drops to 
between 40 and 70. 

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So essentially we speak four 
times faster than we tie. 

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It's even higher actually if you
compare it to typing with sort 

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of a small handheld device. 
Yeah, yeah, yeah. 

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So I'm fairly certain that we're
fairly certain the voice is 

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going to be the interface to AI,
to voice driven applications and

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particularly AI agents. 
So we think voice is going to be

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critical. 
Why do, let's say headsets 

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matter? 
You think about sort of really 

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fundamentally what the headsets 
do. 

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They do two things. 
They allow you to operate heads 

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up and hands free. 
That's a term we use a lot and 

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typically people working on the 
front line are multitasking by 

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nature. 
They're having to communicate 

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while undertaking another task. 
So the ability to operate, if 

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you have to pull out a handheld 
device to interact, to update 

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information, actually quite 
cumbersome. 

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It slows down productivity. 
So that's one big advantage. 

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Headset then increasingly 
important is, is audio 

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intelligence, so the importance 
of obviously being able to hear 

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information accurately. 
So I use the example of an AI 

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agent understanding what the AI 
agent's telling you, but really 

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critically able to update the AI
agent accurately. 

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So the audio intelligibility 
headsets improve that 

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significantly then using sort 
of, yeah, let's say a detached 

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speaker. 
So that's where we think we play

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a role. 
And you know, as organisations 

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are considering the deployment 
of AII, think the consideration 

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of hardware, specifically the 
audio device, is actually going 

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to become quite important. 
I got you. 

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So again, please correct me if 
I'm wrong. 

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So you're ultimately 
complementing the device the 

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whoever the the retailer is 
using, whatever device they're 

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using that has some form of 
audio capability. 

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That's that's where where you 
guys are playing, right? 

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Exactly so we. 
The handheld device as well or 

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or anything like like Zebra? 
No, I mean it's anything. 

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No, exactly. 
So we connect to the Zebra 

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device and if that was running 
an application that could be a 

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voice based, a voice enabled 
application or game. 

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Yeah, they all, they all. 
Have right, all of them have a 

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some form of push the. 
Tool for. 

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Voice capability now. 
Exactly. 

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So you're enhancing that that 
capability basically through the

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parameters of being heads up and
hands free. 

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Then increasingly important this
this principle of audio 

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intelligibility. 
I mean we have sort of a data 

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point around transcription. 
So of course how you do this 

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transcript audio through to 
text. 

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If you take a an enterprise 
grade products such as Jabras, 

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we will achieve the sort of 
transcription accuracy of around

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96%, something like really, 
yeah, which is compared to let's

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say a standard consumer grade 
headset that will be as low as 

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64% in the world where you, you 
know, you are actually updating 

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key data for maybe to drive 
workflows actually that that 

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level of inaccuracy becomes 
comes, you know, quite 

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significantly problematic. 
So thinkers, organisations are 

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thinking forward towards sort of
again using voice LED 

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applications. 
Everybody needs to think about 

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the hardware components. 
So yes, the clarity and the 

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accuracy is what I'm hearing, 
right. 

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That's really down to the, the 
quality of that mic picking up 

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is, is the difference between 
with you having to repeat lost 

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productivity in lost 
communication, How how sorry, go

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on. 
No. 

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I was going to say these as we 
think about the microphone 

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technology, you know, typically 
that microphone technology needs

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to work in noisy environments. 
Yeah. 

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Yeah. 
So you think some sort of noise 

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cancelling or? 
Yeah. 

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Exactly. 
But is that what we're talking? 

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I mean, like, are your devices 
noise cancel? 

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I'm giving them a bit of a geek 
and nerd. 

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I'm I'm curious, like, are you 
cancelling noise? 

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Are you doing that sort of 
stuff? 

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What's? 
What's going on? 

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So that's where sort of the 
secret sauce is, if you like, is

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a, is a business. 
We, we, I think it's consumers, 

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we tend to think of noise 
cancelling from the point of 

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receive. 
So typically a lot of us will 

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have, you know, will listen to 
music using noise cancelling on 

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a plane and you know, you hit 
that button and it's quite 

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transformational, that 
experience. 

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Yeah, yeah. 
But essentially we, we, we do 

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that so we, we can reduce the 
noise for you as a listener. 

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But I think really importantly, 
we through noise cancelling 

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microphone technology and 
digital algorithms and we're 

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able to essentially create the 
same effect. 

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But when you are transmitting, 
so essentially we are able to 

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cancel that, that, that bubble 
of noise around the microphone. 

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So the, everything that's 
transmitted is your voice. 

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Again, that's where the you 
know, that's where the the smart

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technology comes in. 
You don't do one for podcasters 

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any amount of conferences I go 
to and then we have to spend so 

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much time digitally deleting all
the background noise. 

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And I've, and it's interesting 
because a lot of the consumables

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for, for consumers microphones 
are now coming with sort of some

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form of noise cancelling. 
And, and I think what that's 

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really good because if you're 
getting that consumer grade, 

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then your business is still 
using archaic whatever methods 

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for, for, for it's, you know, 
it's I, I can imagine because 

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I've had those things in my ear 
on a shift and they are really 

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problematic and they do 'cause 
headaches and they have all of 

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these other things as they it. 
Opens up a whole world really I 

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think I mean this is sort of 
what makes again has come back 

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to why we think we have an 
interesting the original 

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question. 
Why do you think we have a a 

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sort of a business opportunity 
here? 

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I think it's because once you, 
if you believe I met my first 

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couple of weeks in this role, I 
met UK retailer and they're on a

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journey of thinking about how 
they can provide AI agents for 

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for employee guidance, how to 
tools super great. 

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They're a really brilliant proof
of concept that they're running.

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You know, the, the, the, the IT 
lead was of the opinion. 

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If I don't get the device right,
the headset doesn't work. 

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This falls over. 
It's all that heavy lifting in 

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the back end actually almost 
hinges on how good the quality 

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endpoint devices and you know 
they see that from audio 

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intelligibility. 
You know the product, you know 

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the audio transmission needs to 
be good enough, but also you 

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think about these are personal 
devices. 

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We I think we will be asking a 
lot of retail associates to wear

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comfort becomes important. 
And is it available in the 

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market right now or are you how,
where are you in your 

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development? 
Yeah. 

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So we've, we've, we've had a 
product to the market for for a 

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few years, but we, we which was 
is a, a more classic Bluetooth 

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product Perform 45. 
And now we've just launched a 

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new product called the Perform 
75. 

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I've got 1 here in front of me. 
The the, the. 

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Yes it. 
Is the one the mic? 

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OK, got you. 
So this one is a mic and then if

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you for comparison, then you 
have I'm concerned the Bluetooth

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will kick in. 
But essentially this is them 

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more classic Bluetooth style 
device. 

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And I think you know what we 
some of the attributes that I 

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think are important and all our 
devices with the fall is the 

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interoperability. 
So all of our products we build,

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we work with Microsoft Zebra 
seller, all the key brush to 

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talk vendors. 
We ensure that our products 

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integrate seamlessly. 
So there's this notion that, you

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know, this would fall down 
straight away if yes, I've got a

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handset, but I need to take, 
need to take the handheld out of

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my pocket every time I take a 
call, yes, I take a call needs 

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to work, needs to be fully in 
top. 

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So, so yeah, that's, that's key.
So working closely with the 

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partners around that into 
interoperability. 

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So the two products are out. 
Yeah. 

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And we're pretty excited about 
what, you know, the, the, the 

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early response has been really 
positive so far. 

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And again, final technical geek 
question, but what's the, what's

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the battery life? 
These are the important 

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questions. 
This is not normal, but you 

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know, I'm thinking if I'm going 
to deploy this, what was the 

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battery life on these things? 
I think it's interesting with 

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this product. 
So this is the perform 75. 

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So this is a a larger this, this
product's been designed to work 

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across all the way from sort of 
the back of store in sort of 

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warehouse environment or stores 
environment all the way to the 

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front of the house. 
To answer your question 

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specifically, we'll achieve 30 
hours of battery life with this.

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So this will easily do multiple 
shift. 

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But we've done that. 
I don't know, sort of yeah, I 

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don't know how easy this works 
on the podcast, but so yeah, 

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yeah, it got you, you know, you 
essentially once we've done with

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this designs a few things that 
are unique. 

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So we created the modular 
product. 

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So we actually have you can 
essentially deploy the headband 

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to all of your social, the mic. 
That's crazy. 

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Exactly. 
And then the the, the smarts of 

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the product, you would just 
deploy what was needed to cover 

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a full shift. 
And then we essentially have 

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created what we call a hot 
swappable battery, which means 

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you can charge in between shifts
and then the associate would 

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arrive in the morning, grab 
their personal headband wheels, 

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have a neck bands and 
alternative wearing style. 

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It would simply grab one of 
these and one of these from the 

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charging Bay since they connect 
that and then they're up and 

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running. 
And then with the ease of sort 

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of connectivity, so simple tap 
to pair functionality on 

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Bluetooth essentially, then you 
have them up and running really 

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quickly. 
And that's been sort of key for 

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00:15:14,560 --> 00:15:16,520
us. 
So we've thought about shift 

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00:15:16,520 --> 00:15:19,800
work, we've thought about shared
device, we've thought about 

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power management and we've 
thought about ease of use from 

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trying to build this. 
And you know, you come back to 

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the microphone, yes, it is a 
long microphone. 

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And I think you know, we shy 
away from that as consumers to 

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an extent. 
This comes back to to the audio 

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00:15:32,080 --> 00:15:33,480
intelligibility. 
Yeah. 

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00:15:33,560 --> 00:15:34,880
You want it. 
Just me if you want some people 

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00:15:34,880 --> 00:15:37,720
to hear you or not, Yeah. 
Well, this will, this will 

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create 99% noise cancellation. 
So there's a huge specific fit 

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in terms of being able to be 
heard. 

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00:15:43,720 --> 00:15:46,160
And again, that's important. 
If I'm speaking, you and I are 

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00:15:46,160 --> 00:15:49,080
speaking now it's equally 
important if you're then, you 

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00:15:49,080 --> 00:15:52,480
know, working towards a voice 
activated application where the 

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00:15:52,480 --> 00:15:56,280
accuracy of what you're saying 
becomes really important, that 

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00:15:56,920 --> 00:15:59,520
there's a dangerous, you set up 
a workflow which is wrong. 

307
00:16:00,640 --> 00:16:01,680
So that becomes really 
important. 

308
00:16:01,840 --> 00:16:03,800
So yes, that's what that's kind 
of I, I sort of went a bit 

309
00:16:03,800 --> 00:16:05,960
further than your question, but 
you're sending it. 

310
00:16:05,960 --> 00:16:08,680
Yeah. 
As I said, it's an area that 

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00:16:08,680 --> 00:16:10,960
I've worked in for a long time. 
So I'm, I personally, I'm 

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00:16:10,960 --> 00:16:14,880
curious about what, what the 
future of this area looks like. 

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00:16:14,880 --> 00:16:18,400
So, but with that, I'm going to 
be respectful to your time and 

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00:16:18,400 --> 00:16:20,920
say thank you very much. 
It's been great. 

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00:16:20,920 --> 00:16:24,400
If people want to find out more 
information about yourself and 

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00:16:24,880 --> 00:16:27,320
the the stuff that you've been 
showing us, where, where, where 

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00:16:27,320 --> 00:16:30,400
should they go? 
If they go to jabra.com and the 

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00:16:30,400 --> 00:16:34,080
perform sub page within 
jabra.com, you'll see all about 

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00:16:34,080 --> 00:16:38,600
our products and I think we have
links to to the team to connect.

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00:16:38,760 --> 00:16:40,760
Wonderful. 
Andrew, thank you so much. 

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00:16:41,400 --> 00:16:42,400
Thank you, Alex. 
Appreciate it.