Bridging The Gap: How AI Is Transforming Both Customer Experience & Employee Experience
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The document discusses how AI is revolutionizing customer and employee experiences by enhancing communication, collaboration, and productivity. It emphasizes the importance of leveraging insights from customer experiences to improve employee engagement and underscores the need for organizations to adopt AI responsibly while fostering a culture of collaboration. Key strategies include measuring the value of AI, refining analytics and reporting capabilities, and ensuring compliance and privacy considerations are prioritized in AI implementation.
Bridging The Gap: How AI Is Transforming Both Customer Experience & Employee Experience
- 1. How AI is Transforming Both Customer Experience & Employee Experience Richard Harbridge 2toLead Chief Technology Officer & Microsoft MVP Bridging The Gap Steven Karachinsky ZIRO Chief Executive Officer & CX Expert Webinar Thursday November. 9, 2023 11:00 AM (EST)
- 2. AI Transforming CX & EX What can we learn from Customer Experience to get the most out of Employee Experience?
- 3. Transferrable Knowledge Our customer experiences teach us a great deal about how to communicate and collaborate with our own people Active Listening Empathy Proactive Feedback Personalization Empowerment Consistency Accessibility Recognition and Rewards Training and Support
- 4. CUSTOMER EFFORT SCORING “The customer effort score outperforms the Net Promoter Score and Customer Satisfaction measures in predicting behavior.” – Harvard Business Review High Low High Predictive Power For Increased Spending Predictive Power For Purchasing Customer Satisfaction (CSAT) Customer Effort Score (CES)
- 5. EMPLOYEE EFFORT SCORING “An Employee Effort Score will outperform the Employee Satisfaction scores in predicting behavior (and efficacy).” – Richard Harbridge (at Microsoft Ignite 2018) High Low High Predictive Power For Increased Productivity Predictive Power For Increased Engagement Employee Satisfaction (ESAT) Employee Effort Score (EES)
- 6. The CX Dilemma Requires Employees To Always Change “One thing I love about customers is that they are divinely discontent. People have a voracious appetite for a better way, and yesterday’s ‘wow’ quickly becomes today’s ‘ordinary.’” - Jeff Bezos
- 7. AI Is Not Going To Take Your Job People who know how to use AI effectively are going to take your job.
- 8. Success With AI In Is About Collaborating With AI For every one automation replacement opportunity inside an organization there are 10+ more AI collaboration opportunities. Collaboration with AI can be hard, but it results in the best outcomes. :
- 9. Post Generative AI Era Enables Us To Do More With Our People When we collaborate with AI what it really means is how can we automate around the human capability so that the human remains valuable and can do more and at a higher quality level.
- 10. Collaboration With AI Across Employee Experience Let’s Us Keep Up This is how we catch up to the change driven by customers. Yesterday’s wow becomes today’s ordinary, and with the significant increase in productivity, quality and adaptability we compete.
- 11. We need to take what we learn from Customer Experience and apply it to create a better Employee Experience AI Transforming CX & EX
- 12. AI Transforming CX & EX How do customers and employees talk to each other in a post generative AI world?
- 13. Customer and employee interaction will evolve. AI will handle efficiency, data analysis, and routine tasks, while humans will provide the nuance, emotion, and deeper understanding that technology might not fully grasp. AI Mediated Conversations Augmented Human Interactions Enhanced Personalization Real-time Translation Virtual Reality (VR) and Augmented Reality (AR) Interactions Reduced Routine Interactions AI as a Feedback Mechanism
- 14. Only 52% say they are satisfied with their virtual chat agents. Expectations are shifting rapidly as customers and employees expect ChatGPT-like experiences. (Qualtrics Study) ChatGPT & Related Technologies Are Upending Expectations
- 15. How We Create & Edit Business Documents Is Changing When combined together humans and AI can lead to not just faster and more skilled generation of communication through collaboration with AI, but better quality results.
- 16. It’s Not About More Content, But Better Content We accelerate our start, and we get integrated assistance on how to drive from good past great.
- 17. How We Learn & Improve Our Work Is Changing It can be used before, during and after to improve how we communicate. Providing us insights, skills and the ability to listen, react and understand better as employees or communicators.
- 18. In essence the whole is greater than the sum of it’s parts. This is because other people’s capabilities amplify our own and together, we deliver higher quality and better results when we collaborate. Before Collaboration Might Have Been 1 + 1 = 3
- 19. AI Changes How We Collaborate It enables access to skills and capabilities that increase productivity, deliver higher quality, and change how we communicate, manage, and collaborate.
- 20. The way AI works is it gives each person their own contextualized and personalized collaborator, one that has access to an incredible number of skills, information, and processing capability. Collaboration With AI & Each Other Leads To Exponential Value
- 21. 1 + 1 = 3 AI x (1 x AI + 1 x AI) = Exponential Value The way AI works is it gives each person their own contextualized and personalized collaborator, one that has access to an incredible number of skills, information, and processing capability. Collaboration With AI & Each Other Leads To Exponential Value
- 22. More importantly this shifts collaboration and meetings to higher value as the low value ones are often offset by using AI itself. Many meetings are only people transacting skills – those low value meetings are displaced over time and replaced by collaboration with AI. Collaboration & Meetings Shift (Less Low Value & More High Value)
- 23. AI Transforming CX & EX How do customers and employees talk to each other in a post generative AI world?
- 24. AI is changing how we work, communicate, collaborate and manage rapidly, if we embrace it sooner we and our organizations will be better off. AI Transforming CX & EX
- 25. AI Transforming CX & EX How do we unlock the value of data, such as, voice, recordings, transcripts and content with AI?
- 26. Analytics & Insights For Everyone We are surrounded by insights. These help us make decisions and improve.
- 27. Analytics & Insights For Everyone We are surrounded by insights. These help us make decisions and improve.
- 28. Success With AI & Knowledge Is About Collaborating With AI Viva Topics is a great example where analytics, AI and automation come together to save us time and give us richer and improved experiences.
- 29. It’s YOUR copilot or assistant. You can use it to augment how you engage in the meeting. AI Accelerates Collaboration Before, During & After Meetings
- 30. It’s YOUR copilot or assistant. You can use it to augment how you engage in the meeting. AI Accelerates Collaboration Before, During & After Meetings
- 31. Analytics For Leaders Tools like Microsoft Clarity can add even more layers of analytics as can many other easy additions to our core Microsoft 365 tools.
- 32. Success With AI & Analytics Is About Collaborating With AI Tools like Microsoft Clarity can add even more layers of analytics as can many other easy additions to our core Microsoft 365 tools. We can then use AI with the analytics themselves.
- 33. Analytics of direct or indirect signals exist all around us as well. Even things like human comments can be analyzed and we can automate steps in how we engage with those analytics. Success With AI & Reporting Is About Collaborating With AI
- 34. Success With AI & Management Is About Collaborating With AI It can start from a simple place of catching up or aggregating the information you need, but then you can take that further and use copilot to begin actioning it. Automating a set of activities.
- 35. Unlocking the value of voice and content Unlocking the value of data, especially voice recordings, transcripts, and content using AI involves a combination of techniques, tools, and strategies • Data Collection and Storage • Data Preprocessing (tagging and transcribing) • Natural Language Processing (NLP) • Search and Query Capabilities • Data Visualization • Insights and Recommendations • Continuous Learning and Feedback • Integration with Other Systems • Data Privacy and Security • Human-in-the-loop
- 36. AI Transforming CX & EX How do we unlock the value of data, such as, voice, recordings, transcripts and content with AI?
- 37. With AI organizations can unlock immense value and improve decision-making, enhance customer experiences, and innovate faster AI Transforming CX & EX
- 38. AI Transforming CX & EX How can we measure and prioritize the best value from AI agents like Copilot?
- 39. Your Title Quick subtitle (what you intend to say more or less). Measuring and prioritizing the best value from AI agents like Copilot requires a structured approach that aligns with organizational objectives and considers both quantitative and qualitative metrics. Here's a suggested strategy: • Define Objectives • Quantitative Metrics • Qualitative Metrics • Consistency and Reliability • Feedback Mechanisms • ROI Calculation • Continuous Learning and Adaptation • Ethical and Bias Considerations • Comparison with Alternatives • Scalability and Future Potential
- 40. People Underestimate Analytics & Recommendation Tools We Have Every experience we work with has analytics and recommendation capabilities we can use to optimize as individuals, leaders and administrators. They also all have AI opportunities.
- 41. What Are The Skills We Need To Think About? Which of the following skills do you think will be most essential for your employees to learn to evolve with these potential changes? – 2023 Work Trend Index: Annual Report Illustration by Manuel Bortoletti
- 42. How Will We Pro-Actively Support New AI Skills? While capabilities like Copilot Labs will help us with prompt ideas and more, we have to take the lead on establishing champion communities and help manage this significant change.
- 43. You will love the way we work. Together. ™ The distribution of collaborative work is often extremely lopsided. In most cases, 20% to 35% of value-added collaborations come from only 3% to 5% of employees. The Few Over the Many?
- 44. AI Transforming CX & EX How can we measure and prioritize the best value from AI agents like Copilot?
- 45. AI should be rapidly and responsibly enabled while we listen, learn and adapt so we can target, champion, amplify, and direct the best results. AI Transforming CX & EX
- 46. AI Transforming CX & EX How do we tackle responsible enablement, compliance and the right privacy approach when leveraging AI?
- 47. Grounding AI In Organizational Data Makes A Difference By leveraging your data we improve the quality of the prompt, and the quality of the response while doing responsible AI checks, security, compliance, privacy review and command generation.
- 48. Think of plugins as a bridge. This could be a bridge between public data from the internet and data a company keeps private or a bridge between a website and a back-end system. Progress Is Accelerating With Plugins (ChatGPT has 900+)…
- 49. You will love the way we work. Together. ™ PHASE 1 - Modernize 0-6 months PHASE 2 – Connect & Integrate 6-12 months PHASE 3 – Intelligent & Automated 12-24 months A summary of the initiatives planned over the next 24 months Employee Experience Roadmap Sample Digital Workplace Strategy & Roadmap Modern Navigation (Custom Header & Footer) Employee Preboarding Portal(s) Migrate & Develop Intranet Content Establish Digital Workplace Backlog Intranet Site, Page & Team Template Design Intranet Governance Design & Planning Viva Engage Premium Pilot (For Leaders) LEGEND Foster Collaboration, Connection & Engagement Improve Communication, Navigation & Search Migrate & Modernize Establish An Effective Foundation Facilitate Governance & Responsibly Empower Viva Amplify Pilot (For Leaders) Employee Onboarding Organization Portal(s) Employee Onboarding Departmental Site(s) Digital Workplace Directory (Release 1) Digital Workplace Directory (Release 2) Viva Pulse Pilot (For Leaders) Viva Amplify Rolling Pilots (For Everyone) Targeted Search Experience & Search Refiners Intranet Navigation & Search Design Intranet Integration & Solution Design Intranet Content Design & Migration Planning Build Of Sites, Pages, Teams & IA Automating & Improving Onboarding, Transfers & Offboarding Solution(s) (Release 1) Viva Topics Pilot (For Curators) Bring Knowledge To Users In The Context Of Their Work (Topics Broader Rollout) Enhanced Intranet Insights (Release 1) My Links, Alerts & Subscriptions (Release 1) Digital Center Of Excellence (Release 1) Digital Center Of Excellence (Release 2) Targeted Viva Learning (Pilot) Viva Connections & Modern Intranet Launch
- 50. Compliance & Privacy Tackling responsible enablement, compliance, and the right privacy approach when leveraging AI is critical, especially given the far-reaching implications of AI decisions and actions. • Governance & Accountability • Privacy by design • Transparency & Explainability • Regular Audits and Monitoring • Compliance with Regulations • Stakeholder Engagement • Ethical Considerations • Training & Education • Human in the Loop • Data Management Continuously Review & Adapt
- 51. Plan a roadmap and foster a culture of responsibility and transparency, to minimize risks and ensure the rights and interests of all stakeholders are upheld. AI Transforming CX & EX
- 52. You will love the way we work. Together. ™ Download our free 80+ page whitepaper Transform your Employee Experience at every stage with Microsoft 365 and Microsoft Viva! Download Today
- 53. INTERACTIVE CHAT Richard Harbridge CTO & Microsoft MVP / 2toLead Steven Karachinsky CEO & Hassle-Free IT Expert / ZIRO How AI is Transforming Both Customer Experience & Employee Experience