Wednesday, February 14, 2018

Customer Service in a Closing Vice

Never before is there more pressure on customer service. All of this while organizations have to compete for well informed customers. The platitude creators just say all it takes is a better attitude by the front line. Workers should be aimed at "Customer Loyalty " to deliver "A Customer for Life". While I believe in these sayings and they are good goals, the reality is that most of the front line workers have their hands tied and are being squeezed in a  ever  closing vice. There are three reasons that there is little relief in just pursuing platitudes and tightening measures/goals. 


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The Pressure from Increased Customer Demands:

Customers expect great service and they do not want to deal with functional specialties of your organization. They have specific goals that may run counter to an organizations goals to close a call in a limited time frame. The expectation is that you know them, their goals and their history. In fact they want you to know their mood and respond accordingly. They want convenience as they have little time themselves. They want a pleasing experience as the pressure cooker they live in is difficult, They want you to understand the multiple outcomes they are expecting or they will pick up a go elsewhere. Loyalty is a lost concept theses days.

The Pressure from Not Understanding the Real Customer Journey:

The customers journey is usually larger or different than what your organization and systems are built to serve. Just look at what has happened in the mortgage and account opening journeys for proof of the effect of a better journey. While applying for a mortgage can be easier and more effective, the real journey is finding a new home. The end to end journey here is far more inclusive than getting a mortgage or opening accounts.  If an organization really works on understanding the real journey and the customers goals, this adds great credibility to that organization and contributes to loyalty.

The Pressure from Old and Patched Systems:

Systems have come up from a functional perspective and usually have weak interfaces for service workers of customers. While newly patched interfaces can help, systems that are built around the customers journey and normal variations would go far in helping customers and organizations service representatives. Better systems take some of the pressure and pain away from both. Digital transformation will give organizations a new opportunity to do just that. Make sure all of your constituents  (customers, employees, partners, vendors and stake holders) are well represented in the redesign.

Bottom Line: 

Customer loyalty will come from understanding the real customer journey the customer is on and the goals they have. This means that your organization is usually only one or two steps in their overall journey and set of goals  Expanding an organizations contribution to the overall journey will likely be effective along with fixing the arcane systems that support customers and customer service representatives. Organizations need to fix their system issues and increase their journey coverage to match customers goals and desires.


Wednesday, February 7, 2018

Predictions for Digital Business Platforms 2018

As the race to digital continues, the benefits to organizations will continue to accumulate. Businesses have the incentive and the opportunity with a new tax structure encouraging organizations to invest in digital efforts that have proven to deliver. Automation will accelerate as a theme in 2018 and will carry itself out in a number of ways—with the support of the digital business platform. Improving the customer experience will also be a major area of improvement. Both of these themes will need the application of AI to extend the continuous return on investment. This research note reviews five key Digital Business Platforms predictions for 2018 and beyond.



Click Here for Getting Started with a Digital Business Platform
Click here for a 2017 Vendor Rating for Digital Business Platforms  
Click here for the 2018 Digital Business Platform Notes




Tuesday, February 6, 2018

Can Designer AI Be Far Away?

We know that AI will be assisting us at work in a more influential way over time and will help us reach organizational goals. What do you think of AI influencing your every day life beyond super charging searches, playing your favorite music and controlling individual devices.  AI will help us look better, act better and participate better in social interactions. As we are successful at work with AI, we will trust it more in our personal lives.



AI will Help Us Look Better:

Well most of us won't leverage robotic plastic surgery or genetic supercharging for better looks, we might ask AI to help us with our looks. AI could know our tastes, looks and body types and suggest a target outfit and even buy the components for us. I think most of us still will want to shop for price and quality. Today you can try on make up with an AI assisted mirror. Imagine a full length mirror displaying your final outfit on you before a Saturday Night outing? I always need help at Halloween, so that will be my test run :)

AI will Help Us Hobby Better:

Have you ever had the aspiration to dive into a hobby, but were timid? Have you ever been knee deep in a hobby and run into a perplexing situation. Wouldn't an AI assist come in handy for those situations. My gear head friends who still tinker with cars are always running into situations that require help. In fact racers are always collecting data and leveraging technology to analyze performance. In my case I like to try new forms of art expression and spend hours looking at videos or going to classes. Imagine AI searching for an answer for your situation and suggesting approaches.

AI will Help US Socialize Better:

Have you ever felt uncomfortable in a social situation?  Wouldn't you like to contribute to a conversation in a meaningful and polite way? Wouldn't you like to have the right thing to say in the right situation without embarrassing yourself or others? Even if we are inviting guests over for a meal, wouldn't some suggestions come in handy? I think we all find ourselves in want of assistance in social situations. If you desire to interact with others, assistance could really be helpful for most of us. This might come in form of a voice in a ear piece or a image in our glasses / eye piece.

Net; Net: 

While it might seem intrusive or silly to some of us, others of us will embrace designer AI. For rugged individuals that don't want help, designer AI is probably not your thing. However, for those of us that are always looking to get better or look better, designer AI will be appealing. For me designer AI would help with confidence in new situations that I tend to want to put myself in from time to time. How about you?





Wednesday, January 24, 2018

CORE Roles & AI

There is a lot of hype and fear surrounding AI, but the truth is that AI is here to assist you. If you take chat bots as an example, they seem pretty dumb and just a super charger to search or manage simple devices one at a time. Add some machine learning to these natural language capable devices or software and the game moves up to something more interesting. Add deep learning on top of them both and now the possibilities expand. Add cognitive capabilities to add knowledge and wisdom to information and data, and the game can be changed. AI can have a significant impact on our CORE roles. This blog scratches the surface on how AI helps in our basic roles.




Consumer:

We all play the role of consumer on a pretty frequent basis. Often we have to interact with organizations to deal with their products or services. Often these interactions leave us numb at best and upset at the worst. We have to deal with organizations in generalized way with some pretty antique systems and have to sort through the artificial boundaries created by specialties. Imagine if an organization creates a seamless experience that takes your history and needs into account. AI can help create just this kind of engagement model. Organizations need stop using chat bots to find the right department in replacement audio response units and start using compound AI to treat as you expect and will require. This means that call centers need to boost the knowledge and context intelligence to service you with excellence leveraging AI.

Organizational:

Most of us play roles inside of organizations as employees, management or not. Today we are as good as our skills and experience. Imagine if AI can act as an assist of sorts that handles basic administrative tasks for you like managing your calendar, sorting through your inbox and giving typical responses leveraging machine learning. Imagine if AI could act as a knowledge assistant that could give you expert knowledge, options and actions that consider a balance of dynamic and conflicting goals. AI can make you stronger than your base skills and knowledge which will, in turn add to your experience base. AI helps your role as you act on behalf of an organizations and interact with your peers, partners, prospects and patrons.

Relationships:

We all have a goodly number of relationships that we participate in on a daily basis. Imagine if you had a personal assistant that could guide you through relational and social situations with important knowledge to guide your behavior. Wouldn't we all benefit from becoming a better partner. In social situations, AI could give you options in your ear piece for potential etiquette and suggestions for good topics of discussion in the context you are in at the moment. Even the loner could be given advice on how to develop relationships where it is not a comfortable set of circumstances. This will put people on more equal footing in social situations.


Example:

We all want to be the best at what we view ourselves to be. You might want to be the kindest human on the planet with serving others as your big contribution of your time on this sphere. Service to others can be done on an experimental basis; learning as you go. You can now go to the web and find lots of opportunities to volunteer or even earn a living helping others. AI could help you sort through thousands of readings to net out potential outcome paths to give you alternative plans to reach your goal; done your way. You could have an AI guru and mentor at your side.

Net; Net: 

AI has the real opportunity to assist you in ways that are quite desirable and obtainable in the near future. Let's not fear AI; Let us embrace AI. This is said in the context of being aware and testing AI at all corners. Will AI ever violate it's base rule of doing no harm to humans?  In the wrong hands, it's possible. I believe that level heads will win the day for the near future.


Tuesday, January 16, 2018

AI Automation Versus AI Assistance

We keep hearing about the momentum of AI and the various facets of AI. AI is hot, but what does it mean for organizations and people? Will AI automate our jobs away? Will AI be the friendly assistant that multiplies our given skill sets and competencies? Will AI be a foe once it realizes how weak humans can be? Will countries leverage AI for defense or offense purposes? These are all questions that keep people engaged or up all night. This post is just one debate that will occur in organizations.



The Case for AI Automation:

Organizations are almost always looking for ways to cut costs while making sure their resources are well managed. AI is great when embedded in robots to handle dangerous tasks, so that is almost a "no brainer" for automation. AI is also good embedded in special purpose robots that save labor over the long haul. We have all seen the videos of robots in warehouses or on production lines where speedy precision is the goal.

These a pretty obvious and proven use cases, but there is far more to tap. There are more complex tasks that are ripe to eliminate. Quality assurance focused jobs that leverage sensory focused AI are ideal for automation. There a goodly number of white collar jobs that are about mining and analyzing data and information. Where speed of pattern sensing is key, AI automation makes great sense. Over time AI will be involved with selecting the analysis techniques that will be applied. More and more of today's human labor focused jobs will be automated except where soft skills are needed. Chatbots are even eating into some of these tasks.

The Case for AI Assistance:

While it seems clear that low skill level jobs or ones that require significant speed to action completion are ripe for automation, it is also clear that AI has a great role in assisting humans in completing their tasks as well. There are a goodly number of low level assistants that can handle simple natural language tasks including fast dictation, information look up, calendar scheduling, and travel advice . These are practical, but low level task support.

Additionally, AI can be used to devour information in a speedy and predictive fashion while incrementally learning faster than most humans. This allows AI to advise humans as they sense emerging patterns, sort out multiple contexts and understand an array of complexities. There are software bots that can handle specialized informational and analytical tasks that can push labor to lower levels of skill. Imagine putting experts next to your people to make them smarter. Examples of human collaboration includes medical advice to underwriters, medical treatment plans for doctors and diagnostics for mobile service professionals.

Net; Net: 

There will be more emerging examples of both automation and assistance leveraging AI. I don't think it is an "either or" situation,  but a combintorial "both" situation. Automation is an econmic necessity, but so is the augmentation of humans to handle more complex tasks and shorten the expreince curve. The debate will shift over time and the exmaples will get more complex but hamans and AI will continue to coperate. Everyones skill levels will have to rise for people over the long haul.

Additional Reading:

Myths of AI

Top Seven Uses of AI 



Tuesday, January 9, 2018

Process Predictions for 2018

While Business Process Management is an established, traditional technology category, its role in a successful digital transformation cannot be understated. Too often, the important role process pays in digital delivery goes unnoticed, because it is embedded in solutions and therefore, quite invisible, in many cases. For 2018, process will be as integral as ever before, and will require a business model that accounts for and leverages its full capabilities in new ways. In the new digital era, constituent journeys are the important processes even though other processes continue to support operations.  



Pay Attention to Process in All Forms:

Process is just as important as before, but process is not "the next big thing". Business Process Management has grown from simple, path process optimization to dynamic and adaptable paths for better outcomes. As AI and smart resources invade process and development, things will change rapidly. Process range from simple workflow to dynamic self organizing tasks and everything in between. 

By YE 2020, process and work management in all forms will be pervasive and key to digital solutions.

By YE 2019, all forms of process will be contributing to producing digital results. 

By YE 2019, processes will be dynamically aligned to customer journeys, personas, and customizations. 

By YE 2020, process will be smaller in size and will move closer to the edge of digital solutions. 

By YE 2018, vendors who do not deliver digitally focused process capabilities, either by themselves or through partnerships, will be surpassed by competitors that do. 


If you want the thinking behind these predictions, please visit the Aragon Research site by clicking here









Monday, January 8, 2018

4th Quarter 2017 Art

It's been a laid back approach to my art in the last quarter. There was one commission job for a close friend who used to be on the same skate team as Tony Hawk. Don Ho, aka Donnie Crist, asked me to replicate one his favorite scenes while skating recently. I won't spill the beans on his age, but he does amazing things for a guy his age. He had me paint one of his skate boards in the past. I also wanted to make a statement on global warming with another piece called "Melting Planet".


                                     Web Presence: https://www.james-sinur.com/


                                                             DON HO



                                                     Bertlemann Move                                    

   

                                       

                                                      Melting Planet