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

Conversations That Matter, a podcast from Uniphore

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Understanding Taxes as a Newly Formed Small Business - Part 2 of the Small Business Starter Kit 28:24

23 gün önce28:24

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28:24

In our second installment of the Small Business Starter Kit series - we’re tackling a topic that’s sometimes tricky, sometimes confusing, but ever-present: taxes. Hosts Austin and Jannese have an insightful conversation with entrepreneur Isabella Rosal who started 7th Sky Ventures , an exporter and distributor of craft spirits, beer, and wine. Having lived and worked in two different countries and started a company in a heavily-regulated field, Isabella is no stranger to navigating the paperwork-laden and jargon-infused maze of properly understanding taxes for a newly formed small business. Join us as she shares her story and provides valuable insight into how to tackle your business’ taxes - so they don’t tackle you. Learn more about how QuickBooks can help you grow your business: QuickBooks.com See omnystudio.com/listener for privacy information.…

2 yıl önce 26:31

MP3•Bölüm sayfası

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 bölüm

#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 2 yıl önce

Paylaş

MP3•Bölüm sayfası

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 bölüm

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

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37:27

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35:25

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44:43

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2 years önce35:15

35:15

In the automotive industry, customer service calls are often fraught with frustration. No one calls a car dealership because their car is working as intended. Our guest this week is a leader who is responsible for making sure customers of his company enjoy their service as much as they enjoy their cars. With an extensive background in contact centers, he understands the challenges agents face, and how to best use technology to support them. Joining the show this week is Manager of Customer Care at Porsche Cars North America, Jeff Newman ! Jeff dials in from the Porsche Experience Center in Atlanta to talk with Randy Ksar about the innovations in customer experience that Porsche is providing. Jeff dives into his strategies for providing proactive customer service, the ways AI can help contact center agents, and the importance of caring for those you lead. Takeaways: Many agents worry that AI will eliminate them in the call center. When a customer is frustrated, they don’t only want an answer, they want to also be understood. While an AI can solve a problem, only people can create human connections. When a customer calls a car manufacturer with a problem, those problems tend to be more severe than average. Understanding this, Porsche has a higher commitment to customer care, ensuring that frustrated customers see their issues resolved. Good customer service is reactive, great customer service is proactive. After you solve an issue for a customer, showing them something new about their product changes the interaction from a fixed problem, to a positive, deeper understanding of their product. Use cases for AI in the contact center go beyond chat bots. Live call transcripts that pull up knowledge base articles and highlight cues from customers allow agents to quickly access relevant information, and ensure they address all of a customer’s needs. While AI can help agents identify customer issues, it also helps agents highlight customer milestones. If a customer is facing an issue with their new car, AI can help the agent solve the issue and celebrate the customer’s new purchase. As a leader, you need to care for the people you are leading. Lead by example and provide your employees with the level of care you ask them to show clients. If you want employees to be welcoming with customers, you need to be welcoming to them first When measuring the success of the contact center, it’s ok to keep it simple. While NPS isn’t a perfect metric, it’s a good guideline. When you’re focused on making a frustrated customer happy, the NPS will give you a good insight into your performance. Quote of the Show: “We in our organizations strive for extraordinary. Ordinary interactions and conversations are not acceptable.” - Jeff Newman Links: Twitter: https://twitter.com/1rudebro LinkedIn: https://www.linkedin.com/in/jeffreysnewman/ Website: https://www.porsche.com/usa/ 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
Engaging Customers With Conversational AI - Alex Misiaszek - Conversations That Matter - Ep # 62 24:28

2 years önce24:28

24:28

In a heavily regulated industry, innovation can often feel stifled, and allowing your designers creative freedom can be a challenge. Here to help inspire teams is an AI expert who is passionate about human centered design. She’s a skilled leader who guides a team of designers and writers on their journey to create more personalized experiences, allowing her company to implement new strategies to best serve customers with AI. Joining the show this week is SVP, Experience Design Director - NLU & Emerging Experiences at Truist , Alex Misiaszek ! Alex shares her tips for establishing better workflows with your product and tech teams, how to find creative freedom in a heavily regulated industry, and what the future of conversational interfaces could hold. Takeaways: A common sentiment around AI is that it is a new technology that is advancing too quickly. In reality, AI powered tools have been in place since the early 1990’s. The increase in social media has allowed people to only recently catch up to speed. AI in the banking industry is still a growing technology, which is a double edged sword. On one hand, there is not as much in place compared to other industries. The benefit of this is that it allows you to innovate and be more flexible in design. A good northstar for conversational AI in the banking industry is to focus on providing your customers service in the channel they prefer. Instead of trying to get customers to conform to your conventions, meet them where they are. Rules and regulations are important for any industry, but you need to allow your designers a bit of freedom. Give them room to design and innovate without them limiting themselves. Once their designs make it further up the chain, then you can scale back. In the banking industry, it’s common to inherit a roadmap and need to go from there. If you can partner closely with your tech and product teams, you can provide influence so that future roadmaps are more closely aligned with your current work. While it’s useful to draw inspiration from peers within your industry, you can inadvertently end up limiting yourself. By analyzing other industries, you can adapt new and innovative models to a new application, separating yourself from your competitors. The general public has readily adopted AI tools like Chat GPT, Siri, and Alexa. When looking towards the future of their conversational interfaces, brands should seek to implement similar tools, creating a sense of familiarity for their customers. Quote of the Show: “We just want to meet clients where they are and enable them to accomplish their task easily and efficiently and in whatever modality they choose.” - Alex Misiaszek Links: LinkedIn: https://www.linkedin.com/in/amisiaszek/ Website: https://www.truist.com/ Events: CXFS: https://cxfinance.wbresearch.com/ CX BSFI: https://www.cxnetwork.com/events-customer-experience-exchange-bfsi-east 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
Framework Over Fragment - Bill Hawks - Conversations That Matter - Episode # 61 31:52

2 years önce31:52

31:52

Measuring success of conversational AI can be as challenging as implementing it. Even if you have a clear definition of a metric, the interactions behind those numbers offer a different story. To help make sense, we’re joined by a catalyst for growth who offers strategic clarity. He’s an AI expert who drives an excellent customer experience through conversational AI. Joining the show this week is Vice President and Sr. Digital Product Manager of Conversational AI at Citizens Bank , Bill Hawks . Bill dispels some AI myths and explains why AI shouldn’t be looked at as a tool to replace agents, why customer recontact can be a good thing, and how to get your customers to both the right channel and the right agent. Takeaways: With the rise of generative AI, implementing chatbots has gotten more difficult. With any model there is a required amount of training and hand holding from an internal team. With the high level of regulation banks face, their chatbots need more guidance. When looking to implement generative AI into your chatbots, consider not just how advanced the tech is, but also your own preparedness. Generative AI works well for brands who have a pre-existing foundation to build off of. Chatbot containment is a common KPI, but it doesn't paint the full picture. If a chatbot “contains” a customer with no hand off but doesn’t provide the answer, the customer will still need to utilize other channels, spending both time and money. A good omnichannel experience sends customers to the right channel, and the right agent. Sending customers to an agent who prefers and excels at solving those problems results in a better solution for the customer, and a more enjoyable task for the agent. Recontact rate is a good metric to track, but it’s not always negative. A customer who locks a lost bank card, and then unlocks it once found has recontacted you, but for the right reasons. Contextualizing your data is crucial to understanding the numbers. Omni channel does not mean having multiple siloed channels. To create a truly unified experience, your different channels need to be connected and able to provide context to each other. AI is not about eliminating human agents, but rather eliminating repetitive tasks from those agents. By freeing up your agents, you allow them to focus more on the situations that require human interaction and to better connect with customers. Quote of the Show: “I would love to see our contact center continually transform to an advice center and a life event center.” - Bill Hawks Links: Twitter: https://twitter.com/BillHawks LinkedIn: https://www.linkedin.com/in/billhawks/ Website: https://www.citizensbank.com/ Ego Is The Enemy: https://www.amazon.com/Ego-Enemy-Ryan-Holiday/dp/1591847818 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
Creating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60 26:31

2 years önce26:31

26:31

When your customers utilize your mobile app to handle their financials, redeem benefits, and book travel, you need to design with intent. This week on Conversations That Matter, we’re joined by a mobile expert with over 10 years of experience. As the head of a team whose products are used by millions of customers, he knows firsthand the importance of a stellar customer experience. We’re eager to welcome to the show, Jose Quesada , the Vice President of Global Mobile Products at American Express. Jose joins host Randy Ksar to discuss CX innovations in mobile apps, how to use AI to proactively provide solutions, and where the best dim sum restaurant in London is. 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: 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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Uniphore’s Chief Scientist - Roberto Pieraccini - Conversations That Matter - Episode #59 12:31

2 years önce12:31

12:31

Our guest on this week’s episode is an AI innovator who is on the cutting edge of the industry. With time spent at Jibo and Google, he’s been a pivotal figure in the future of AI. Joining the show this week is newly appointed Chief Scientist at Uniphore, Roberto Pieraccini ! Host Randy Ksar sat down with Roberto to discuss the future of AI in the enterprise, explore the role of Chief Scientist, and answer some rapid fire questions. Takeaways: Winning as one team means being a team player. You need to be both egoless, but aware of the value you bring to the company. You need to bring a sense of respect to the work you do. Have respect for your team, the company, and the customers. A chief scientist does more than just think up ideas and write papers. While ideation is one of their responsibilities, they need to be connected with product, ux, marketing, and sales teams to execute on that idea. Chat bots are helpful, but the potentials for AI in the enterprise far surpass their capabilities. The focus of AI would be to make our lives easier when buying a product or using a product or service. Quote of the Show: “One team means being a team player, being egoless, but still being aware of the value that I bring to the company.” - Roberto Pieraccini Links: Twitter: https://twitter.com/RobertoPieracc LinkedIn: https://www.linkedin.com/in/rpieraccini/ Website: http://www.robertopieraccini.com/ The Voice In The Machine: https://a.co/d/1lJvAVr AI Assistants: https://a.co/d/eHSo8G1 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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Designing Through The Lens Of Your Customer - David Vader - Conversations That Matter - Episode #58 24:11

2 years önce24:11

24:11

When designing your bots, it needs to revolve around the customer. With the mission of creating better bots, we’re featuring an expert at implementing conversational AI as this week’s guest on Conversations That Matter. With a laser focus on both CX and bot containment, he works to create solutions that best help customers. Welcome to the show, Product Owner of Virtual Assistants at AGL, David Vader ! Host Randy Ksar interviews David to learn about the subtleties of conversational copywriting, explore the best ways to iterate bots, and help teams identify the why behind their design. Takeaways: At the end of the day, bots both serve and are powered by people. While they may seem like they have their own agency, to best serve people, you need people on the other end who design, implement, and maintain these bots. When designing a chatbot, you need to understand the role it will serve. A successful bot can answer customer questions in an effective manner, while acting as a gatekeeper to human agents and lightening their workload. When utilizing an omnichannel strategy with both chatbots and text agents, the lines between each can become blurred. By letting a customer know which channel they are using, you present clearer expectations and reduce their frustration. To optimize bots, utilize the conversational data you already have. Scan transcripts of bot conversations to identify points of friction. Once identified, rewrite your flows to better accommodate the nuances of the customer requests. Because small nuances can affect how well a bot works, you need to view every interaction through the lens of a customer. Make small changes to how your bot greets and addresses customers, and A/B test to create a more friendly bot. A good metric of success for a chatbot is its customer retention ability. By focusing on retention, you create a solution that is repeatedly able to assist, you save the company money, and you free up call lines for other customers. When implementing a bot, it’s important to identify the areas it can provide the largest impact. Tasks like providing business hours or assisting with billing are easily handled by a bot and are high frequency tasks which would otherwise tie up agents. Quote of the Show: “Communication is 100% the responsibility of the sender, it's not about how someone receives it. If someone receives it wrong, you've done it wrong.” - David Vader Links: LinkedIn: https://www.linkedin.com/in/david-v-84131b98/ Website: https://www.agl.com.au/ 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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Focusing Conversation Design On CX - Ben Hazel - Conversations That Matter - Episode #57 34:38

2 years önce34:38

34:38

Our guest on this week’s episode of Conversations That Matter is a conversational connoisseur. He draws on his background in both customer service and conversation design to create experiences that put the customer first. He’s an upcoming speaker at the Conversational AI Summit in London in May. Welcome to the show, Senior Chatbot Conversational Designer at Admiral Group Plc, Ben Hazel ! Ben joins host Randy Ksar for a discussion on building conversational AI teams, measuring metrics of success, and why the focus of your AI design needs to be on the customer, not the tech. Takeaways: When hiring for a Conversation Designer, you don’t need someone with 6+ years of experience. By enriching employees from the contact center with the tools to learn, you get employees with a strong foundation in CX who are already familiar with the company Conversation Design is a new field, and getting started can feel daunting. For new designers looking for guidance, finding a strong community is key. Reach out to peers, and learn from them what they are willing to teach. Conversational AI offers a few key benefits in the insurance industry. Chatbots that can handle simple requests reduce customer wait time and frustration. As agents are then freed up from simple tasks, they can devote more time to the customers that need it. While conversational AI offers numerous benefits for customers, you don’t want to railroad them to a particular solution. The first option for service can be what you think is easiest for them, but you need to provide a second option to give them a choice. Conversational AI is more than designing chatbots, it’s about designing a customer journey. You need to think beyond just what the bot will say, and consider why the customer is there, where they want to go, and what they need assistance with. When building out a conversational AI team, a level of technical skill is necessary, but the core focus needs to be on the customer service. There is no amount of technological advancement that can outweigh poor service. While metrics for a successful chat bot vary based on design and purpose, a good benchmark is the percentage of fall back to human agents. Ideally, your fallback percentage should be less than 10%. Quote of the Show: “We should be able to service the customer how they want to be serviced.” - Ben Hazel Shoutouts: Jessica Pope: https://www.linkedin.com/in/jessica-pope-253798224/ Hillary Black: https://www.linkedin.com/in/hillaryblack/ Rebecca Evanhoe: https://www.linkedin.com/in/rebecca-evanhoe/ Conversations with Things: https://rosenfeldmedia.com/books/conversations-with-things/ Links: LinkedIn: https://www.linkedin.com/in/ben-hazel-7764aa214/ Website: https://www.admiraljobs.co.uk/ Conversational AI Summit: https://london-conv-ai.re-work.co/ 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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Sandra Thompson - Purpose Over Paycheck 1:40

2 years önce1:40

1:40

1
Sandra Thompson - The Role Your Identity Plays In How You Feel Emotions 0:47

2 years önce0:47

0:47

Player FM'e Hoş Geldiniz!

Player FM şu anda sizin için internetteki yüksek kalitedeki podcast'leri arıyor. En iyi podcast uygulaması ve Android, iPhone ve internet üzerinde çalışıyor. Aboneliklerinizi cihazlar arasında eş zamanlamak için üye olun.

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

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Hızlı referans rehberi

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