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DCX Podcast #4 - Journey Analytics and Artificial Intelligence; 10 Principles to run a kick-ass customer experience team; DCX Thought Leader Linkedin Profile of the week
DCX Podcast #4 - Journey Analytics and Artificial Intelligence
Recently I interviewed Will Thiel, the founder and lead product architect of Pointillist the customer journey analytics and orchestration SAAS tool. Pointillist was recently acquired by Genesys, the global leader in cloud customer experience and contact center solutions. Will has been at the forefront of bringing AI and machine learning into the customer experience domain and he is now the head of core platform for Genesys Cloud. I spoke with him about journey analytics, his path to journey analytics, where he sees things going in the space, and AI and machine learning.
7 Key takeaways from the conversation:
There are three important components to Journey Analytics: a. the ability to describe milestones; b. the ability to look at the patterns and aggregate, and c. the ability to look at what happens when individuals diverge from those.
Journey analytics is a practice, not a software solution or technology
The industry/practice is relatively new and there aren’t any best practice standards set
Three main use cases that span across industries include a. Digital containment; b. Escalation management and c. Product management
The contact center is becoming much more of a strategic opportunity to improve the customer experience.
Journey Analytics needs to be an integral part of the operations of a business and the contact center, not siloed with the analysts
AI is not a panacea for companies wanting answers. It’s becoming more of an amplification of what decision makers have to do, vs making those decisions in areas like agent allocations and staffing, routing of calls, and root cause analysis.
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Dojo applies behavioral science, design thinking, current heuristics, exhaustive testing, and a keen eye toward the desired outcome to help our clients drive behavior change and increase productive customer engagement.
Our clients praise the insight, forward-thinking, and action orientation we bring to a complicated and fraught market. We make strategy actionable, with a clear line of sight to the right outcome.
10 Principles to run a kick-ass customer experience team
Here's a team 'code' to guide your day-to-day activities
1. Be collaborative
2. Freely share ideas
3. Be customer-obsessed
4. Be driven to continually improve
5. Push past established boundaries
6. Be accountable for customer outcomes
7. Build deep and trusting relationships with partner teams
8. Strive to make a positive impact on your customer’s lives
9. Solve not just for the current problem – head off the next one
10. Question doing anything that doesn't create value for the customer
It really boils down to this:
Commitment: Embrace the customer as your priority and make every effort to deliver exceptional experiences.
Collaboration: Work together as one team and collaborate across departments.
Solution: Solve problems for your customers by delivering their needs in the most efficient way possible.
Learning: Continuously learn from data, insights and experiences to improve our work and make it better for everyone involved.
DCX Accountability Coaching
Helping digital customer experience leaders to unleash their full potential
Here's a simple 3 step framework for staying accountable:
1. Make a commitment (action, result, time frame)
2. Share the details with someone in your life (friend, colleague, coach)
3. Commit to providing regular updates to them (daily, weekly, specific date)
Accountability comes to life when you have someone who knows about your goals and expects results from them and helps keep you on track.
Links to Industry news, thought leaders, and ideas of interest
Cobus does an excellent job of breaking down the 10 key points from Gartner’s chatbot deployment guide and adding some elements he believes are missing.
Transformative customer experience is table stakes these days — and high-quality, usable data and machine learning are the foundation of products and services that deliver. On the opening day of VB Transform 2022, Molly Parr, the VP of product and digital customer experience at Capital One, spoke with VB’s senior editor and writer, Sharon Goldman, about how the company is delivering on that demand.
In recent years, trust and consideration of ethical rules have become an essential part of the AI landscape. Early abuses have led legislators to regulate the industry after the fact. This article discusses the ethical issues of conversational assistants considering these new regulations.
DCX Thought Leader Linkedin Profile of the week
Each week, I share the profile of someone I am connected to on Linkedin that I think will bring value to your life and career.
This week I want to introduce you to Maksym Pleskach. Maksym lives in Ukraine and shared with me that he is looking for a new leadership position in customer service in the gaming/igaming industries. He’s built and managed teams from the ground up and brings over 10 years of experience with him. I’m hoping you or someone you know can assist him in his search. Below is some of his background info.
With a track record as an effective Chief Services Officer, I possess a history of implementing specialized strategies to streamline operations by creating cohesive work environments geared towards achieving business objectives.
A few of my core skills include leading teams to achieve goals by continuously tracking performance and working closely with team members to address areas for improvement. Additionally, I excel at building departments from the ground out to rapidly achieve high-quality service as evidenced by my consistent achievement of impressive CSAT ratings and KPIs. I have a demonstrated history of forward-thinking strategic planning which allows me to pre-empt potential threats to ensure stable and sustainable operations.
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