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