Digitally Irresistible Podcast Por Bernie Borges arte de portada

Digitally Irresistible

Digitally Irresistible

De: Bernie Borges
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On the Digitally Irresistible podcast, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals who care greatly about delivering a great customer experience. Brought to you by iQor and hosted by Bernie Borges, Vice President of Global Content Marketing.© 2023 Economía Finanzas Personales Gestión Gestión y Liderazgo
Episodios
  • The Third Wave of CX Leverages GenAI and Human Expertise

    The Third Wave of CX Leverages GenAI and Human Expertise
    Aug 13 2024
    A Veteran in Customer Experience Innovation We welcome Mark Honeycutt to this week’s episode of the Digitally Irresistible podcast. Mark has enjoyed a distinguished career, marked by significant contributions to the fields of technology, retail, and service. With over 25 years of experience, he has built a solid reputation for creating exceptional customer experiences at iconic brands such as Amazon and Microsoft. Mark has been involved in three major waves of customer care evolution. In the late 1990s and early 2000s, he was at the forefront of leveraging third-party companies, known as business process outsourcing (BPO) providers, to deliver customer experience solutions. Following this, he played a pivotal role during the offshoring wave, where customer care operations were relocated to different parts of the world to optimize costs and efficiency. In this episode, we delve into Mark's expertise and explore the best practices for integrating automation in customer support to enhance the overall customer experience. Join us as we uncover the dynamics of this third wave with one of its most seasoned pioneers. Embracing the Third Wave of Customer Care and the Impact of Generative AI and Conversational Technologies Mark identifies the current era as the "third wave" of customer care, driven by advancements in generative AI and enhanced conversational capabilities. This wave marks a significant shift toward a “tech first” engagement approach, revolutionizing how companies interact with their customers. As technology continues to evolve, it brings both opportunities and challenges, requiring a strategic balance between automation and human touch. Despite these technological advancements, one fundamental aspect remains constant: customer expectations. Customers still prioritize having their issues resolved quickly and efficiently while being treated with respect. This unchanging need underscores the importance of designing customer care solutions that meet these timeless expectations, regardless of the technological tools employed. Leveraging Technology for Better Customer Engagement The introduction of generative AI and advanced workflows enables two primary approaches: bots and agent assistance. Bots aim to handle customer engagements entirely through automation, providing swift and consistent responses. On the other hand, agent assistance focuses on reducing the cognitive load on human agents, improving their efficiency and compliance during customer interactions. This hybrid approach augments operational efficiency and ensures complex issues are seamlessly transitioned to human agents when necessary. Rethinking customer engagement with a technology-first approach involves meticulous planning and workflow design. Key considerations include determining when to involve human agents and which technologies to implement. Companies must strike a balance between automation and human intervention, minimizing customer friction while maximizing the benefits of both bots and human agents. Measuring customer satisfaction across these different touchpoints is crucial to refining and optimizing the customer experience. While technology will play a more direct role in customer interactions, human agents will continue to be an integral part of the equation. Augmented by AI, agents will be better equipped to handle complex issues, offering a higher quality of service. The integration of AI in every customer contact is imminent, making it essential for companies to plan and implement these technologies thoughtfully. Characterized by the integration of generative AI and advanced conversational AI technologies , the third wave of customer care presents exciting opportunities for enhancing customer engagement. By thoughtfully implementing these technologies and maintaining a focus on core customer expectations, companies can navigate this transformation effectively. Aligning Metrics and Strengthening Customer Satisfaction With Technology-First Approaches One of the key themes Mark emphasizes is the importance of maintaining consistency in metrics between technology solutions and agent-assisted support. While the terminology may differ, the core objectives remain the same: ensuring a seamless workflow and unified measurement system across both types of interactions. Issue resolution from the customer's perspective is paramount. A common mistake some companies make is relying too heavily on customer behavior metrics as their primary customer satisfaction (CSAT) measure, which can leave blind spots. Instead, a straightforward approach should be maintained: whether the care is provided through a bot or a live agent, the primary goal is to resolve the customer's issue quickly and efficiently. Key Metrics for Agent Assist Tools When implementing AI-driven support systems, several metrics are crucial for assessing ...
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    34 m
  • How iQor India Shapes Global CX Success

    How iQor India Shapes Global CX Success
    Jul 11 2024
    Unveiling iQor India's Strategic Leadership in CX Innovation In this episode of the Digitally Irresistible podcast, we are joined by Maneet Sehgal and Manish Parikh, leaders at iQor India who bring a wealth of expertise in operations and financial services. With over two decades of experience, including 15 years at iQor, Maneet has overseen significant advancements in iQor’s business process outsourcing (BPO) operations and possesses a strong background in technology. Manish's robust background in financial services spans 16 years at iQor, and he has played an essential role in implementing commercial strategies across global markets for iQor’s clients. Maneet's journey from the technology sector to becoming the senior director and country lead for iQor India reflects her deep-rooted commitment to innovation and strategic leadership. Similarly, Manish's extensive experience in financial services helps contribute to iQor's diverse service offerings and global client engagements. Together, they offer profound insights into iQor India's strategic initiatives, its pivotal role in the BPO industry, and its commitment to delivering unparalleled customer experience (CX) solutions worldwide. Join us as we explore their accomplishments and their vision for iQor India's future growth as well as its impact on the evolving landscape of CX. A Pillar in the BPO Industry As a pioneer in the BPO industry, India has set the stage for global outsourcing, with iQor standing at the forefront and developing partnerships with an impressive client roster for various industries. Established in Noida, iQor India's journey spans 20 years of continuous evolution and growth, marked by iQor's commitment to delivering exceptional customer service and operational excellence. iQor India's service portfolio is expansive and diverse, catering to a wide array of clients across industries, including retail, travel and hospitality, and technology, among others. Our services range from traditional customer care and onboarding to advanced back office functions like revenue management and dispute resolution. From foundational customer care solutions to cutting-edge digital offerings such as chat services, iQor India’s tenured staff exemplifies versatility and innovation in meeting modern business challenges. Moreover, the implementation of specialized back office support services like cash management, application chargebacks, and a range of other finance and accounting processes underscores iQor's strategic commitment to improving efficiency and optimizing client operations. This comprehensive suite of services positions iQor India as a strategic partner for global enterprises seeking to streamline operations and elevate customer experience standards. [iQor’s cash application specialists identified areas of improvement for a telecom client, including streamlining time-consuming tasks and centralizing operations, resulting in the elimination of $30 million lockbox unallocated payments, a 99.9% reduction.] Growing to Meet Increasing Demand for CX Excellence With over two decades of performance-driven managed services in Noida, iQor India has established itself as a cornerstone of the company's global operations. Less than three hours away from India’s capital of New Delhi, Noida is a convenient and bustling hub of talent and technology. The strategic placement of iQor India in Noida within the Delhi National Capital Region (NCR) benefits from the government's ongoing infrastructure growth and ensures seamless collaboration with our other locations. This synergy allows us to offer a wide range of services, including non-voice and back office solutions, and provide our clients with unmatched customer experiences. After achieving notable success in serving clients worldwide, iQor India is focused on expanding its operations ambitiously and continuously driving delightful customer experiences. Currently, iQor is making significant investments in its Noida location to strengthen its operational capabilities. By Q3 2024, iQor India will double its office space, reflecting its commitment to accommodating growing client demands and expanding its service offerings. Maneet shares exciting plans for the facility, highlighting its campus-style design and corporate office environment. Situated amidst modern amenities such as food courts and gymnasiums, the new office promises to foster a vibrant and productive workplace for employees while boosting operational efficiency to better serve our global clientele across multiple industries. iQor India collaborates closely with other iQor locations worldwide, ensuring seamless integration and augmented service capabilities globally. iQor India services some of iQor's key clients across global facilities — such as Trinidad, Colombia, the Philippines, and the U.S. — and plays a critical role the in delivery of iQor's ...
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    11 m
  • Gain Competitive Edge in AI Through Data Annotation and Labeling

    Gain Competitive Edge in AI Through Data Annotation and Labeling
    Jun 20 2024
    Unveiling Accelerated Business Success by Unlocking AI Potential We welcome Joe Buggy to this week’s episode of the Digitally Irresistible podcast. As an innovative executive leader with a rich background in operations, business development, and finance, with specialization in the BPO sector, Joe is renowned for his strategic insights. Growing up as the son of an Air Force family with Irish-Italian heritage, Joe developed a keen eye for detail and a knack for problem solving. His passion for optimizing processes and delivering results, fueled by his experiences working alongside industry-leading professionals, has shaped his career trajectory. Leveraging his deep expertise in trust and safety and content management, Joe has led the charge on multiple transformative endeavors for business process outsourcing (BPO) companies, propelling growth and performance within these customer-centric enterprises. In this episode, we delve into the world of data annotation and labeling and its impact on the business world. Exploring Content Management and Data Annotation To provide context, we first explore the realm of content management—a cornerstone of brand representation and engagement in the digital age. Joe explains how content management encompasses everything from digital presence to product portrayal, emphasizing its pivotal role in shaping brand perception and customer experience. Transitioning to the core of our discussion, Joe breaks down the concepts of data annotation and labeling, which are critical aspects of content management since they ensure a brand’s content is accurately described in its systems. He explains that labeling involves assigning simple tags to unstructured data, such as images or text, to facilitate understanding of artificial intelligence (AI) algorithms. Joe gives an example of a cat image, where the label "cat" informs the system about the content, demonstrating that this process extends to all forms of data. Annotation, however, adds layers of context, enabling more nuanced interpretation and data utilization for sentiments, uses, or directions. If we consider four primary data types—numerical/alphanumeric text, images, audio, and video—the complexity and unstructured nature increase as we move from numeric to alphanumeric to image, audio, and video data. This escalation underscores the crucial need for labeling and annotation to provide context for AI models. For example, in image recognition, labeling each image with metadata such as "flower species" enables AI to accurately classify different types of flowers. Similarly, in audio transcription, labeling with timestamps and the speaker identities ensures precise transcription of conversations. In video analysis, annotations like "suspicious behavior" help AI detect and respond to specific events. Overall, labeling and annotation are essential for transforming raw data into structured information that AI can effectively understand and utilize across various applications. The Intersection of Annotation, Industry Applications, and Deliberate Partnerships in AI Development In our deep dive into the realm of AI development, Joe further illuminates the pivotal role of annotation and labeling. He explains how these foundational processes serve as the bedrock for training AI models, elevating their accuracy and contextual understanding to unprecedented levels. Joe underscores the importance of structured data in this process, emphasizing how it enables AI algorithms to glean meaningful insights and make more accurate predictions that drive successful outcomes for brands. As we cross the landscape of data annotation and labeling, Joe provides a panoramic view of their diverse applications spanning numerous sectors. From the dynamic realms of health care, where AI powers telemedicine and aids in drug development, to the bustling domains of retail , where every retailer strives for a seamless omnichannel customer experience (CX) Joe explains how AI-driven solutions create transformative changes. In health care, AI models assist in diagnosing medical problems and understanding drug interactions by relying on meticulously labeled data. Similarly, in retail, AI improves customer experiences by allowing users to virtually try on clothing or eyeglasses tailored to their body style or face shape. These algorithms continuously learn from user preferences, suggesting products that align with individual tastes, akin to the automotive industry's use of AI for autonomous vehicles and predictive maintenance. Across digitally native industries, travel services, consumer products, and gaming, AI's integration optimizes operations, predicts market trends, and fosters brand acceptance through data-driven insights and personalized recommendations. Given the scale and complexity inherent in data annotation, Joe describes the importance of forging partnerships...
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    22 m
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