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 <a rel="noreferrer noopener" target="_blank" href="https://a.co/d/ainm9Zt">Conversations with Things</a>, and Chief Design Officer at <a rel="noreferrer noopener" target="_blank" href="https://www.grandstudio.com/">Grand Studio</a>, <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/diana-deibel-8454b64/">Diana Deibel</a>!Diana joins Host <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/rksar/">Randy Ksar</a> 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:<ul><li>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.</li><li>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. </li><li>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.</li><li>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 While building can allow you to address challenges more specifically, much work over the next few years will be outdated once government interoperability rolls out. </li><li>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.</li><li>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.</li><li>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.</li></ul>Quote of the Show:<ul><li>“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 </li></ul>Links:<ul><li>Twitter: <a rel="noreferrer noopener" target="_blank" href="https://twitter.com/dianadoesthis">https://twitter.com/dianadoesthis</a></li><li>LinkedIn: <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/diana-deibel-8454b64/">https://www.linkedin.com/in/diana-deibel-8454b64/</a></li><li>Website: <a rel="noreferrer noopener" target="_blank" href="https://www.dianadeibel.com/">https://www.dianadeibel.com/</a></li><li>Website: <a rel="noreferrer noopener" target="_blank" href="https://www.grandstudio.com/">https://www.grandstudio.com/</a></li><li>Book Link: <a rel="noreferrer noopener" target="_blank" href="https://a.co/d/ainm9Zt">https://a.co/d/ainm9Zt</a></li><li>Brave Space Alliance: <a rel="noreferrer noopener" target="_blank" href="https://bravespacealliance.org/">https://bravespacealliance.org/</a></li></ul>Ways to Tune In:<ul><li>Apple Podcast: <a rel="noreferrer noopener" target="_blank" href="https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658">https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658</a></li><li>Spotify: <a rel="noreferrer noopener" target="_blank" href="https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg">https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg</a></li><li>Google Podcast: <a rel="noreferrer noopener" target="_blank" href="https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M">https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M</a></li></ul>

<description>&lt;p&gt;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 &lt;a rel="noreferrer noopener" target="_blank" href="https://a.co/d/ainm9Zt"&gt;Conversations with Things&lt;/a&gt;, and Chief Design Officer at &lt;a rel="noreferrer noopener" target="_blank" href="https://www.grandstudio.com/"&gt;Grand Studio&lt;/a&gt;, &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/diana-deibel-8454b64/"&gt;Diana Deibel&lt;/a&gt;!&lt;/p&gt;&lt;p&gt;Diana joins Host &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/rksar/"&gt;Randy Ksar&lt;/a&gt; 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. &lt;/p&gt;&lt;p&gt;Takeaways:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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. &lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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. &lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Quote of the Show:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;“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 &lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Links:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;Twitter: &lt;a rel="noreferrer noopener" target="_blank" href="https://twitter.com/dianadoesthis"&gt;https://twitter.com/dianadoesthis&lt;/a&gt;&lt;/li&gt;&lt;li&gt;LinkedIn: &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/diana-deibel-8454b64/"&gt;https://www.linkedin.com/in/diana-deibel-8454b64/&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Website: &lt;a rel="noreferrer noopener" target="_blank" href="https://www.dianadeibel.com/"&gt;https://www.dianadeibel.com/&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Website: &lt;a rel="noreferrer noopener" target="_blank" href="https://www.grandstudio.com/"&gt;https://www.grandstudio.com/&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Book Link: &lt;a rel="noreferrer noopener" target="_blank" href="https://a.co/d/ainm9Zt"&gt;https://a.co/d/ainm9Zt&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Brave Space Alliance: &lt;a rel="noreferrer noopener" target="_blank" href="https://bravespacealliance.org/"&gt;https://bravespacealliance.org/&lt;/a&gt;&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Ways to Tune In:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;Apple Podcast: &lt;a rel="noreferrer noopener" target="_blank" href="https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658"&gt;https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Spotify: &lt;a rel="noreferrer noopener" target="_blank" href="https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg"&gt;https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Google Podcast: &lt;a rel="noreferrer noopener" target="_blank" href="https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M"&gt;https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M&lt;/a&gt;&lt;/li&gt;&lt;/ul&gt;</description>

Joining the show this week is Co-author of Conversations with Things, and Chief Design Officer at Grand Studio, Diana Deibel!

It’s About The People - Diana Deibel - Conversations That Matter - Episode # 68

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. <a rel="noreferrer noopener" target="_blank" href="https://bit.ly/uniphorepodcastsurvey">https://bit.ly/uniphorepodcastsurvey </a>

<description>&lt;p&gt;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. &lt;/p&gt;&lt;p&gt;With the link below, you can share your thoughts about the podcasts, and what you’d like to see from future episodes. &lt;/p&gt;&lt;p&gt;&lt;a rel="noreferrer noopener" target="_blank" href="https://bit.ly/uniphorepodcastsurvey"&gt;https://bit.ly/uniphorepodcastsurvey &lt;/a&gt;&lt;/p&gt;</description>

Shaping The Future Of Uniphore Podcasts

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 <a rel="noreferrer noopener" target="_blank" href="https://www.cigna.com/">Cigna</a>, <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/jww194/">John Ward</a>!John sits down with Host <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/rksar/">Randy Ksar</a> 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 WardLinks:<ul><li>LinkedIn: <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/jww194/">https://www.linkedin.com/in/jww194/</a> </li><li>Website: <a rel="noreferrer noopener" target="_blank" href="https://www.cigna.com/">https://www.cigna.com/</a> </li></ul>Ways to Tune In:<ul><li>Apple Podcast: <a rel="noreferrer noopener" target="_blank" href="https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658">https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658</a> </li><li>Spotify: <a rel="noreferrer noopener" target="_blank" href="https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg">https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg</a> </li><li>Google Podcast: <a rel="noreferrer noopener" target="_blank" href="https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M">https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M</a> </li></ul>

<description>&lt;p&gt;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 &lt;a rel="noreferrer noopener" target="_blank" href="https://www.cigna.com/"&gt;Cigna&lt;/a&gt;, &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/jww194/"&gt;John Ward&lt;/a&gt;!&lt;/p&gt;&lt;p&gt;John sits down with Host &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/rksar/"&gt;Randy Ksar&lt;/a&gt; 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.&lt;/p&gt;&lt;p&gt;Takeaways:&lt;/p&gt;&lt;p&gt;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. &lt;/p&gt;&lt;p&gt;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. &lt;/p&gt;&lt;p&gt;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.&lt;/p&gt;&lt;p&gt;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.&lt;/p&gt;&lt;p&gt;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.&lt;/p&gt;&lt;p&gt;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.&lt;/p&gt;&lt;p&gt;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.&lt;/p&gt;&lt;p&gt;Quote of the Show:&lt;/p&gt;&lt;p&gt;“Start with the problem.” - John Ward&lt;/p&gt;&lt;p&gt;Links:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;LinkedIn: &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/jww194/"&gt;https://www.linkedin.com/in/jww194/&lt;/a&gt; &lt;/li&gt;&lt;li&gt;Website: &lt;a rel="noreferrer noopener" target="_blank" href="https://www.cigna.com/"&gt;https://www.cigna.com/&lt;/a&gt; &lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Ways to Tune In:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;Apple Podcast: &lt;a rel="noreferrer noopener" target="_blank" href="https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658"&gt;https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658&lt;/a&gt; &lt;/li&gt;&lt;li&gt;Spotify: &lt;a rel="noreferrer noopener" target="_blank" href="https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg"&gt;https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg&lt;/a&gt; &lt;/li&gt;&lt;li&gt;Google Podcast: &lt;a rel="noreferrer noopener" target="_blank" href="https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M"&gt;https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M&lt;/a&gt; &lt;/li&gt;&lt;/ul&gt;</description>

Joining the show this week is Global Head of Customer Experience at Cigna, John Ward!

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

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, <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/skknight/">Suzanne Knight</a>! Suzanne joins guest host <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/kimberleewest/">Kim West</a> 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:<ul><li>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.. </li><li>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.</li><li>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.</li><li>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. </li><li>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. </li><li>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. </li><li>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. </li></ul>Quote of the Show:<ul><li>“What do we need to do to create willingness and ability to bring people along on this journey?” - Suzanne Knight</li></ul>Links:<ul><li>LinkedIn: <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/skknight/">https://www.linkedin.com/in/skknight/</a> </li></ul>Ways to Tune In:<ul><li>Apple Podcast: <a rel="noreferrer noopener" target="_blank" href="https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658">https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658</a> </li><li>Spotify: <a rel="noreferrer noopener" target="_blank" href="https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg">https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg</a> </li><li>Google Podcast: <a rel="noreferrer noopener" target="_blank" href="https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M">https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M</a> </li></ul>

<description>&lt;p&gt;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. &lt;/p&gt;&lt;p&gt;Welcome to the show, &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/skknight/"&gt;Suzanne Knight&lt;/a&gt;! Suzanne joins guest host &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/kimberleewest/"&gt;Kim West&lt;/a&gt; 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. &lt;/p&gt;&lt;p&gt;Takeaways:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;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.. &lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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. &lt;/li&gt;&lt;li&gt;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. &lt;/li&gt;&lt;li&gt;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. &lt;/li&gt;&lt;li&gt;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. &lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Quote of the Show:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;“What do we need to do to create willingness and ability to bring people along on this journey?” - Suzanne Knight&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Links:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;LinkedIn: &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/skknight/"&gt;https://www.linkedin.com/in/skknight/&lt;/a&gt; &lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Ways to Tune In:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;Apple Podcast: &lt;a rel="noreferrer noopener" target="_blank" href="https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658"&gt;https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658&lt;/a&gt; &lt;/li&gt;&lt;li&gt;Spotify: &lt;a rel="noreferrer noopener" target="_blank" href="https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg"&gt;https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg&lt;/a&gt; &lt;/li&gt;&lt;li&gt;Google Podcast: &lt;a rel="noreferrer noopener" target="_blank" href="https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M"&gt;https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M&lt;/a&gt; &lt;/li&gt;&lt;/ul&gt;</description>

Joining the show this week is a CPG and CX expert. Please welcome to the show, Suzanne Knight!

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

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 <a rel="noreferrer noopener" target="_blank" href="https://www.eclipse-telecom.com/">Eclipse Telecom</a>, <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/dicksonmatt/">Matt Dickson</a>!Matt sits down with Host <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/rksar/">Randy Ksar</a> 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:<ul><li>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. </li><li>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.</li><li>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.</li><li>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.</li><li>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. </li><li>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.</li><li>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. </li></ul>Quote of the Show:<ul><li>“I’ve always been a believer that agent experience is what creates customer experience.” - Matt Dickson</li></ul>Links:<ul><li>LinkedIn: <a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/dicksonmatt/">https://www.linkedin.com/in/dicksonmatt/</a></li><li>Website: <a rel="noreferrer noopener" target="_blank" href="https://www.eclipse-telecom.com/">https://www.eclipse-telecom.com/</a></li><li>Article: <a rel="noreferrer noopener" target="_blank" href="https://www.forbes.com/sites/forbestechcouncil/2023/05/18/seven-mistakes-to-avoid-when-leveraging-ai-in-your-customer-journey/?sh=409b47d6531a">https://www.forbes.com/sites/forbestechcouncil/2023/05/18/seven-mistakes-to-avoid-when-leveraging-ai-in-your-customer-journey/?sh=409b47d6531a</a></li></ul>Ways to Tune In:<ul><li>Apple Podcast: <a rel="noreferrer noopener" target="_blank" href="https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658">https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658</a></li><li>Spotify: <a rel="noreferrer noopener" target="_blank" href="https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg">https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg</a></li><li>Google Podcast: <a rel="noreferrer noopener" target="_blank" href="https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M">https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M</a></li></ul>

<description>&lt;p&gt;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 &lt;a rel="noreferrer noopener" target="_blank" href="https://www.eclipse-telecom.com/"&gt;Eclipse Telecom&lt;/a&gt;, &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/dicksonmatt/"&gt;Matt Dickson&lt;/a&gt;!&lt;/p&gt;&lt;p&gt;Matt sits down with Host &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/rksar/"&gt;Randy Ksar&lt;/a&gt; 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. &lt;/p&gt;&lt;p&gt;Takeaways:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;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. &lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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. &lt;/li&gt;&lt;li&gt;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.&lt;/li&gt;&lt;li&gt;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. &lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Quote of the Show:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;“I’ve always been a believer that agent experience is what creates customer experience.” - Matt Dickson&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Links:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;LinkedIn: &lt;a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/dicksonmatt/"&gt;https://www.linkedin.com/in/dicksonmatt/&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Website: &lt;a rel="noreferrer noopener" target="_blank" href="https://www.eclipse-telecom.com/"&gt;https://www.eclipse-telecom.com/&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Article: &lt;a rel="noreferrer noopener" target="_blank" href="https://www.forbes.com/sites/forbestechcouncil/2023/05/18/seven-mistakes-to-avoid-when-leveraging-ai-in-your-customer-journey/?sh=409b47d6531a"&gt;https://www.forbes.com/sites/forbestechcouncil/2023/05/18/seven-mistakes-to-avoid-when-leveraging-ai-in-your-customer-journey/?sh=409b47d6531a&lt;/a&gt;&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Ways to Tune In:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;Apple Podcast: &lt;a rel="noreferrer noopener" target="_blank" href="https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658"&gt;https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Spotify: &lt;a rel="noreferrer noopener" target="_blank" href="https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg"&gt;https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg&lt;/a&gt;&lt;/li&gt;&lt;li&gt;Google Podcast: &lt;a rel="noreferrer noopener" target="_blank" href="https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M"&gt;https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M&lt;/a&gt;&lt;/li&gt;&lt;/ul&gt;</description>

Our guest this week is Chief Operating Officer at Eclipse Telecom, Matt Dickson!

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

Welcome to Conversations that Matter, a podcast from Uniphore. Here, we explore the latest customer experience and AI best practices with thought leaders and industry experts.


Conversations That Matter, a podcast from Uniphore

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