Ccw Digital: A Customer Service Online Platform

In this two-part episode from CCW Nashville, we welcome Kelley Kurtzman, Jim Iyoob and Roach. First, Kurtzman and Iyoob discuss the opportunities and benefits of predictive analytics. Roach then shares insights into Johnston & Murphy's empowering contact center culture.

"I encourage people to up skill themselves. And really that's my conversation with a lot of my direct reports and the people who do work in our shared services, that you know you've got to change with times." - Anil Bhavnani

The Mayor of Vilnius Lithuania joins us and shares what makes a city attractive to prospective citizens: "Speaking about again the recipe of the successful cities, especially for young talents, again just to repeat, I think it has to be historic because we have to feel the roots because new place is somehow lacking something. It has to be green because people want to be healthy. They want to go to nature and so on, and it has to be modern. It has to be forward-looking. "

Chris Gilmore joins us and shares Infosys' approach to implementing new processes: "The movement from talk to actual implementation, there's a big, big gap. The gap exists because of some inherent challenges in the way AI is shaping up as of today. The most critical aspect comes to, as to, which is the right use case which will show them the quick win, but also be able to determine and demonstrate that AI is really something which is going to help them in the future."

Sai Ramasamy joins us and shares how implementing RPA has introduced improvements in other sectors of banking: "We share knowledge across multiple areas. So we've divided our center of excellence team into development bit, into the technology bit that we do, and various other bits, so we kind of collaborate on each of these, with the other banks that we have the collaboration with. We started it off as purely specifically for RPA, but now we have grown out of it, and we want to collaborate on various technologies that are available within the banks and build the capabilities."

Kate Levchuk joins us and elaborates on trans-humanism and its implications in business: "Trans-humanism is the ideology that says that we as human beings, as human species, have the right and even the obligation to improve ourselves. With the help of this technology while at the same time taking care of the environment and other living creatures."

James Potter joins us and shares how implementing robotics influences the customer experience: "We wanted to do something which got those first few robots built in each department. Fund some ideas on the ground across the 29 Ministry of Departments that could lead to automations. They might not and they might not be RPA specific. They might be other tools that are better suited, but just trying to engage that conversation at a practical business level."

Ander Emil Balk joins us and shares the integral relationship with IT when implementing robotics: "I can pursue that really long tail of very simple processes or tasks, because it's not processes really that we are automating. It's simple tasks. We can actually find smaller vendors that have that most simple technology, that makes it cheaper, so we can pursue smaller business cases."

Jamie Campbell joins us and highlights the importance of getting to know customer needs: "If there's anything that would be a lesson and I don't think we're anywhere near the stage where we should be giving out lessons to people but it's one thing I think has been a huge value to our business is, we were never afraid to ask questions."

Beju Shah joins us and shares how data can communicate from the organization to the customer: "If you're looking at supervisors who are looking at capital ratios versus people in charge of resolution and they're not talking to each other, but they're sharing the same information, it'd be really good if they could just flip between the two and go, “Actually, what's going on there?” It gives them other insights."

Ali Bouhouch joins us and shares how IT and business must work together to provide th proper experience: "IT has to change and they have to change their mindset first and they cannot just demand a table, a seat at the table of business."

Mia Jalava joins us and shares methods of improving contact with the customer: "When the frontline people are talking to each other so that they understand that it doesn't mean that if I'm saving time from one angle, they are going to just kick me out. It means that I actually can talk to the customers. I can actually hear what they are saying and I don't have to type the computer."

Justin Reilly joins us and shares the global impact of change in the app development space: "A lot of folks that are in this space, especially in the AI community, don't want that to happen again with this thing that could fundamentally change our society for better or for worse. So the openness of that, the ability to say look, I've figured out a better way to do x or y, I want to share that with the world so people can build on top of it"

Kendal Jolly shares the importance of nurturing positive customer interaction: "When people help you out and provide some sort of action or assistance that makes something easier, makes the customer interaction go more smoothly, that helps perhaps lighten your load, and recognition is not reward. It doesn't have to be money. It doesn't have to be some item. It's just: How do you give those pats on the back and those thank you very much, from one employee to another?"

Jim Kowalczyk joins us and shares the importance of testing before implementing new processes:"I'm a big fan of trying to build things in an environment. Proof of concept to see if it actually works before we charge down the path and have IT start to build a large enterprise-wide solution."

Deb Denure highlights some crucial techniques that are implemented within her team: "One of those foundational principles that we teach and that we transfer is this notion of a purposeful pause and to take sort of a little brain break so we can refocus and help gather or gain the next steps or gain momentum, what to do next. That is something that we work with the staff on, on a regular basis. That's something that my team and the learning group really goes at and sets this notion that we make the difference."

Cory Kreeck shares some advice on how to handle escalated calls effectively: "If you've got a situation where it is escalating, view that as an opportunity to learn how you might have better helped that customer. And then as a second course, be prepared to acknowledge it might not have been about you."

Greg Marion shows us the potential of creating a proper customer experience:I" think customer experience techniques can unleash innovation and new growth. So the experience strategy to me is applying some of the same skills of the Double Diamond approaches and real empathy with the customer and new ways of doing ethnographies and all different ways of thinking."

Naked Wines' @LauraEvans on the organization's take on process excellence and how she fits, "my role was doing financial planning and analysis. So that means being involved in budgeting, forecasting, measuring the performance, and Help setting the strategy. So it was a really nice way to end up getting into the nitty-gritty of how a business actually works as opposed to viewing it from the outside."