Conversations That Matter, a podcast from Uniphore · 2023-09-20 · 35 min
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.
It’s About The People - Diana Deibel - Conversations That Matter - Episode # 6860 / 100
Shaping The Future Of Uniphore Podcasts
Understanding Your Customer’s Journey - Suzanne Knight - Conversations That Matter - Episode # 66
Agent Enablement Before Automation - Matt Dickson - Conversations That Matter - Episode # 65
Telling The Story Of Customer Experience - Martijn Franssen - Conversations That Matter - Episode # 64