Creating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60

Conversations That Matter, a podcast from Uniphore

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Whether you’re just beginning to explore the Western United States or you’ve been living here since the day you were born, the Via Podcast will introduce you to new and unique adventures that will change your perspective. Hosts Mitti Hicks and Michelle Donati bring their travel expertise to interviews with some of the West’s most fascinating experts, residents, and adventurers. In each episode, you will discover deep conversations in the hopes of igniting a new interest—foraging anyone?—or planting the seeds of a new-to-you road trip. You might even learn something about a place you’ve explored dozens of times before.

۲ سال پیش 26:31

MP3•خانه قسمت

Takeaways:

The hardest part of creating a great mobile experience is driving engagement. Because of how crowded the marketplace is, you have a lot of competition. If you want users to use your app, they need to be able to efficiently get to the resources they seek.
A good north star for mobile apps is customer satisfaction as satisfied customers drive higher revenues. Customer satisfaction is a combination of providing users with the answers they want, through the channels they want to receive them in.
The utility of a financial app has evolved beyond just a way to pay your bills or check your balance. As users may now check benefits, book travel, or make investments, your customer experience needs to revolve around all aspects of the app.
A good customer experience means enabling your customers to choose their channel of help. When you are working in a centralized hub like a mobile app, you need self service resources, chat bots, and access to human agents all in one place.
By training an AI on search and chat data, you get to the core of what your customers want. By contextualizing that data around problems, you can work proactively, providing better solutions to customers before they have to ask for them.
People are using voice to interact with devices more frequently, and a conversational UI is an emerging element. In the near future, instead of hitting “pay bill”, users may talk with their financial app to navigate features.
Building a great search feature requires more than just resource docs. You need to provide users with a path to follow to fix their problem, not just provide them the information on how to fix the problem.

Quote of the Show:

“We try to serve our customers in their channel of choice.” - Jose Quesada

Links:

Twitter: https://twitter.com/JQuesadaM
LinkedIn: https://www.linkedin.com/in/josequesadamedina/
Website: https://www.americanexpress.com/

Ways to Tune In:

71 قسمت

#Tech #MBA #Business #Marketing #Uniphore #Conversations That Matter

Creating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60

Conversations That Matter, a podcast from Uniphore

published ۲ سال پیش

اشتراک گذاری

MP3•خانه قسمت

Takeaways:

The hardest part of creating a great mobile experience is driving engagement. Because of how crowded the marketplace is, you have a lot of competition. If you want users to use your app, they need to be able to efficiently get to the resources they seek.
A good north star for mobile apps is customer satisfaction as satisfied customers drive higher revenues. Customer satisfaction is a combination of providing users with the answers they want, through the channels they want to receive them in.
The utility of a financial app has evolved beyond just a way to pay your bills or check your balance. As users may now check benefits, book travel, or make investments, your customer experience needs to revolve around all aspects of the app.
A good customer experience means enabling your customers to choose their channel of help. When you are working in a centralized hub like a mobile app, you need self service resources, chat bots, and access to human agents all in one place.
By training an AI on search and chat data, you get to the core of what your customers want. By contextualizing that data around problems, you can work proactively, providing better solutions to customers before they have to ask for them.
People are using voice to interact with devices more frequently, and a conversational UI is an emerging element. In the near future, instead of hitting “pay bill”, users may talk with their financial app to navigate features.
Building a great search feature requires more than just resource docs. You need to provide users with a path to follow to fix their problem, not just provide them the information on how to fix the problem.

Quote of the Show:

“We try to serve our customers in their channel of choice.” - Jose Quesada

Links:

Twitter: https://twitter.com/JQuesadaM
LinkedIn: https://www.linkedin.com/in/josequesadamedina/
Website: https://www.americanexpress.com/

Ways to Tune In:

71 قسمت

#Tech #MBA #Business #Marketing #Uniphore #Conversations That Matter

همه قسمت ها

1
It’s About The People - Diana Deibel - Conversations That Matter - Episode # 68 37:27

۲ years پیش37:27

37:27

When it comes to implementing AI in the enterprise, the focus has to be on the people, not the tech. Here to help is a designer with a passion for human centered services. She has a knack for creating experiences that improve the lives of those who use them. Joining the show this week is Co-author of Conversations with Things , and Chief Design Officer at Grand Studio , Diana Deibel ! Diana joins Host Randy Ksar to share her background with conversation design, and her motivations for helping others in the field. Diana dives into tips for leaders looking to implement AI, examples of AI in the healthcare industry, and the importance of focusing on people. Takeaways: In enterprise applications, the goal of AI is to enhance efficiency and productivity, not to replace humans. Successful implementation of AI relies on prioritizing people's involvement and leveraging their abilities to reduce time-consuming tasks. AI has been able to revolutionize the healthcare follow up process. After patients leave the doctor, an AI agent follows up with them to record and triage their symptoms. This frees up nurses, allowing them to focus on patients who need it most. Healthcare leaders face numerous challenges in their AI journey, including burnout, staffing shortages, and inadequate integration of tools. Addressing these issues is crucial for successful implementation and improved efficiency in healthcare. The biggest question leaders need to focus on answering is what do we build vs buy. While building can allow you to address challenges more specifically, much work over the next few years will be outdated once government interoperability rolls out. Multimodal experiences offer enhanced interactions by combining different modes of communication, like voice and visual cues. This has significant implications in healthcare, where AI-driven surgeries and training can be more efficiently facilitated. This year's financial challenges have prompted businesses to optimize their limited resources, considering whether AI is the right choice for future growth and preparing for its potential implementation when conditions improve. Scripting conversations before designing flows is a crucial step for budding conversation designers. It helps ensure a natural rhythm and anticipate potential issues, ultimately saving time and effort in the long run. Quote of the Show: “If you are going to try to launch AI in the enterprise successfully, it has to be about the people, or it's not going to go well.” - Diana Deibel Links: Twitter: https://twitter.com/dianadoesthis LinkedIn: https://www.linkedin.com/in/diana-deibel-8454b64/ Website: https://www.dianadeibel.com/ Website: https://www.grandstudio.com/ Book Link: https://a.co/d/ainm9Zt Brave Space Alliance: https://bravespacealliance.org/ Ways to Tune In: Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M…

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Shaping The Future Of Uniphore Podcasts 3:46

۲ years پیش3:46

3:46

Over the past 3 years, Conversations That Matter has featured amazing interviews with experts in CX, AI, leadership, and more. We wouldn’t be where we are without our audience, and as we plan the future of Uniphore’s podcasts, we’d love your feedback. With the link below, you can share your thoughts about the podcasts, and what you’d like to see from future episodes. https://bit.ly/uniphorepodcastsurvey…

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Start With The Problem - John Ward- Conversations That Matter - Episode # 67 35:25

۲ years پیش35:25

35:25

AI has the power to revolutionize many aspects of a business, but when you start with the solution, you fail to solve the problem. Joining the show to help leaders focus on finding the problems first is a visionary who helps amplify the voice of the customer. Please welcome to the show, Global Head of Customer Experience at Cigna , John Ward ! John sits down with Host Randy Ksar to explore the role AI plays in elevating the customer experience. John shares his methods for working with other departments, the importance of considering all metrics, and why you need to understand the problem you are facing before trying to solve it with AI. Takeaways: While CX leaders tend to prioritize the metrics they are directly accountable for, they need to take a more holistic approach. CX leaders need to understand other metrics, and work with other departments to align on ways they can best help each other. The importance of collaboration with various teams and aligning on strategies is crucial for driving engagement. Leveraging customer insights and business strategy leads to improved customer experience and satisfaction. Using AI tools, such as sentiment analysis and natural language processing, can provide valuable insights from customer feedback and improve targeted decision-making. In healthcare, large unstructured data sets can be efficiently analyzed. Establishing an AI Center of Excellence and partnering with subject matter experts is crucial for leveraging the power of Gen AI to solve specific problems in various environments, such as contact centers and digital contexts. The biggest risk in the realm of AI lies not in the capabilities, but in users approaching it as a solution without a clear problem in mind. Understanding the most pressing problems to solve and starting with them will lead to effective utilization of AI tools. In the world of customer experience, there is a common belief that technology will drive the experience revolution. However, a deeper understanding of human motivations and behaviors is the true driving force, with technology merely serving as an enabling factor. Listening to customers and nailing the basics are key to delivering a great customer experience. While innovation is important, prioritizing customer needs and focusing on foundational elements should be balanced. Quote of the Show: “Start with the problem.” - John Ward Links: LinkedIn: https://www.linkedin.com/in/jww194/ Website: https://www.cigna.com/ Ways to Tune In: Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M…

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Understanding Your Customer’s Journey - Suzanne Knight - Conversations That Matter - Episode # 66 44:43

۲ years پیش44:43

44:43

Joining us for a special episode of Conversations That Matter is someone with a passion for employee experience. She’s a constant innovator with a knack for driving change where it matters most, and has been recognized as one of The Peak’s 2023 emerging leaders. Welcome to the show, Suzanne Knight ! Suzanne joins guest host Kim West for a deep dive into better understanding your customer’s journey. Suzanne shares the most effective ways to innovate and gather feedback, the importance of assessing internal resistance to new initiatives, and why your metrics should revolve around the customer, not the channel. Takeaways: When it comes to better understanding your customer, a survey just doesn’t cut it. The best way to understand your customer is to get as close to the front line as possible, and try to experience what your customer experiences in the way they experience it.. When stakeholders resist internal changes, it’s usually unwillingness, or inability. If push back is because they are unwilling to change, you need to help bring them along on the journey. If it’s because of inability, you need to help enable them to adapt to the change. When driving transformation for the customer, your work needs to be tied to the success of the customer. While it’s easy to fall in love with your solution, it’s important to not let your vision restrict you from truly addressing the customer’s needs. As an omnichannel business, you need to avoid siloing your metrics to your channels. By revolving your metrics around the needs of the customer regardless of channel, you create a better outcome for your business. The best way to gather internal feedback is to involve those who are operating in the current setup. By closely aligning your development team with the frontline team, you can design both more quickly, and more effectively. To improve cross department collaboration, leaders should look to democratize the visualization of work. With increased visibility, it makes it easier for other departments to get involved in projects, and help keep things flowing at an effective pace. A unique way to assess your customer’s wants is through their use of the search bar. When a customer searches for a product, they are telling you what they are looking for. Regular searches for a product you don’t offer is a strong indicator of what will sell well. Quote of the Show: “What do we need to do to create willingness and ability to bring people along on this journey?” - Suzanne Knight Links: LinkedIn: https://www.linkedin.com/in/skknight/ Ways to Tune In: Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M…

1
Agent Enablement Before Automation - Matt Dickson - Conversations That Matter - Episode # 65 27:27

۲ years پیش27:27

27:27

Our guest on this week’s episode is an industry leader in providing solutions that solve complex problems in both patient and consumer experience. He’s an expert at identifying key areas of implementation. Please welcome to the show, Chief Operating Officer at Eclipse Telecom , Matt Dickson ! Matt sits down with Host Randy Ksar for an in depth discussion on the challenges of implementing AI in the enterprise. Matt highlights the importance of planning for both the short and long term of your AI, the role different departments play in adoption, and how a bottom up approach to agent enablement can highlight key areas for automation. Takeaways: While AI may take away a few agent jobs, it will also create more productive employees. By removing mundane tasks, agents are able to be more human and focus on being compassionate and understanding to customer’s complex issues. Agent enablement helps highlight areas for automation. By decreasing friction around certain tasks, you start to get a sense of which tasks are the easiest to automate. Once identified, remove them from workloads, and prepare agents for more complex tasks. The first step of an AI journey is education. Before implementing any solution you need to understand all the ways AI can help your business. With a holistic understanding, you create better compliance and cycles of feedback. A common pitfall for companies implementing AI is that they only focus on short term implementation. It’s crucial to also consider the long term goals and growth of a system, otherwise you run the risk of replacing it in a few months. While many departments in a company are generating buzz around AI, there are a few key drivers of implementation. Contact center leadership, Chief Experience Officers, and help desk departments are the larger drivers of AI. While many jobs in the contact center will stay resilient to AI, there are a few industries that are more vulnerable. Many voice actors and professional narrators are reporting lower amounts of work due to generative voice AI. Natural language processing and natural language understanding both require utterances, but contextualize them in different ways. NLP takes an utterance at face value, while NLU uses contextual information to better classify the utterance. Quote of the Show: “I’ve always been a believer that agent experience is what creates customer experience.” - Matt Dickson Links: LinkedIn: https://www.linkedin.com/in/dicksonmatt/ Website: https://www.eclipse-telecom.com/ Article: https://www.forbes.com/sites/forbestechcouncil/2023/05/18/seven-mistakes-to-avoid-when-leveraging-ai-in-your-customer-journey/?sh=409b47d6531a Ways to Tune In: Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658 Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M…

۲ years پیش1:40

1:40

۴ years پیش38:32

38:32

What technology will have a bigger impact than the internet? Artificial Intelligence (AI). Since its inception, AI has proved that it is the future of automation, contact centers, and how companies do business with customers. On this podcast, Andrea Ayers , Former President and CEO of Convergys and John Chambers, Former Chairman and CEO of Cisco and CEO of JC2 Ventures , have a conversation with guest-host Jeff Frick about AI and automation in the enterprise including: • How CEOs view AI and Machine Learning • What the future use cases of AI are in business • The need for automation in contact centers • How contact centers are evolving to generate revenue • How will AI impact leadership, jobs, and customers • And what trends in AI are similar to when the internet was adopted This conversation was recorded at Uniphore’s Conversation Automation 2021 virtual event where new AI & automation products from Uniphore - U-Trust and U-Assist - were announced.…

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Conversations That Matter, a podcast from Uniphore « » Creating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60

Creating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60

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Creating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60