Alannah Martin shares what really happened when her team replaced a traditional Interactive Voice Response telephone system with natural language technology in a live contact centre.

“We knew that understanding our customers’ needs and why they were contacting us was fundamental to being able to improve anything.”

In this episode:

00:00 Introduction and the problem with call transfers
02:08 Why traditional phone menus fail customers
05:23 Testing change safely with a phased rollout
08:55 Unlocking self‑service without forcing it
13:58 What success actually looked like
16:19 What didn’t go to plan
20:22 Lessons on stakeholder trust and leading change
27:01 Outro

How to unlock your full potential with expert performance improvement consultancy

If you’re serious about improving your organisation’s performance, then you need to get serious about process improvement. Our consultancy services can help you achieve your goals.

Explore Consultancy: https://pmi.co.uk/consultancy/

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Most organisations set out with clear goals and good intentions.
But change is rarely simple. It’s often messy, non‑linear, and full of surprises.

GEMBAfication is PMI’s new podcast for improvement professionals looking for an honest view of what improvement really looks like in practice. Because in our world, every experience is valuable.

Hosted by Susannah Clarke, Managing Partner at PMI, the series goes behind the scenes with leaders and practitioners who’ve driven change in their organisations. Sometimes with great success, sometimes with unexpected setbacks. You’ll hear about the methods that helped them mobilise, measure, and deliver results, and what they learned when things didn’t go to plan. These are candid conversations about what it really takes to improve, adapt, and lead when change meets the realities of day-to-day work.

Launching on 18th March, GEMBAfication explores change as it really happens.
Subscribe now so you never miss an episode.

Visit us at pmi.co.uk for more:

• Dive into our Knowledge Hub for more tools, videos, and infographics
• Join us for a PMI LIVE Webinar
• Explore Lean Six Sigma Certifications
• Follow us on LinkedIn