Cx Network

Beju Shah joins us and highlights the importance of managing and understanding data: "Data isn't strategic, it's important and because you need it to give you importance over time. If there are executives that are not putting the emphasis on the data, they are accountable for that data and the decision making on it."

Bob Kupershoek joins us and shares how NBC Universal is always looking to the future: "Innovation is actually going to be very important for us in the future and I think that technology, finance, IT is growing closer and closer together in the end. We're expected to more with less amount of people, we gotta be more effective and to be able to achieve that, you probably need technology to help you out there. "

Sebastian Zeiss joins us and shares the optimization of process being made at Deutsche Telekom: "If one of the field service agents needs technical information of a phone line. They would call the hotline and be like, I am at customer whatever, and can you please give me the following values; and then he would start writing it down on a sheet of paper.And now, what we do is, he just enters the phone number of the customer into the smart phone, and the rest is done by the smart phone."

Deepak Subbarao joins us and shares the value of working smart and not hard: "If it doesn't add value to the business and if you don't get paid more, really there's no value by working more. So how can you get the same job done in eight hours, is it possible? Let's see now."

Anil Bhavnani joins us and shares key point on digital integration: "Digital is different in a way that you're focusing more on how you can leverage technology. And it is the same in a way that ultimately you have to focus on the process. So even when you are doing integrations, typically you are focusing on the process because you're kind of integrating onto one ERP."

The Mayor of Vilnius Lithuania joins us and shares what makes a city attractive to prospective citizens: "Speaking about again the recipe of the successful cities, especially for young talents, again just to repeat, I think it has to be historic because we have to feel the roots because new place is somehow lacking something. It has to be green because people want to be healthy. They want to go to nature and so on, and it has to be modern. It has to be forward-looking. "

Einar Michaelson joins us and shares Santander's reasoning behind implementing RPA: "I think if we had all the time in the world, we would do full integrations, classical IT. And I think that's the kind of fantastic thing about RPA is that you can actually deliver something in a very short amount of time. Doesn't have to be perfect. You can handle 70% of what you want to do and it still gives you a lot of value."

Chris Gilmore joins us and shares Infosys' approach to implementing new processes: "The movement from talk to actual implementation, there's a big, big gap. The gap exists because of some inherent challenges in the way AI is shaping up as of today. The most critical aspect comes to, as to, which is the right use case which will show them the quick win, but also be able to determine and demonstrate that AI is really something which is going to help them in the future."

Sai Ramasamy joins us and shares how implementing RPA has introduced improvements in other sectors of banking: "We share knowledge across multiple areas. So we've divided our center of excellence team into development bit, into the technology bit that we do, and various other bits, so we kind of collaborate on each of these, with the other banks that we have the collaboration with. We started it off as purely specifically for RPA, but now we have grown out of it, and we want to collaborate on various technologies that are available within the banks and build the capabilities."

Kate Levchuk joins us and elaborates on trans-humanism and its implications in business: "Trans-humanism is the ideology that says that we as human beings, as human species, have the right and even the obligation to improve ourselves. With the help of this technology while at the same time taking care of the environment and other living creatures."

James Potter joins us and shares how implementing robotics influences the customer experience: "We wanted to do something which got those first few robots built in each department. Fund some ideas on the ground across the 29 Ministry of Departments that could lead to automations. They might not and they might not be RPA specific. They might be other tools that are better suited, but just trying to engage that conversation at a practical business level."

Anders Emil Balk joins us and shares the integral relationship with IT when implementing robotics: "I can pursue that really long tail of very simple processes or tasks, because it's not processes really that we are automating. It's simple tasks. We can actually find smaller vendors that have that most simple technology, that makes it cheaper, so we can pursue smaller business cases."

Jamie campbell joins us and shares Bud's approach to communicating with the customer: "How do we kind of shorten the distance between you knowing that you wanted, to do something with your money and providing the financial product to get it done? Not based on the bank or anything but just the right product at the right time to serve that journey that you're on."

Beju Shah joins us and highlights the importance of managing and understanding data: "Data isn't strategic, it's important and because it's important you need toit to give you importance over time. If there are executives that are not putting the emphasis on the data, they are accountable for that data and the decision making on it."

Our CX London Panel discusses CX improvements: "What we were seeing is we were so transaction based. Five years ago if you tried to pay your bill, you could either pay online today the amount you owed, or you could call an agent and do the same thing. If you wanted to pay something different you'd have to call back tomorrow and try it again. Happily, that's not where we sit today."

Ali Bouhouch joins us and shares the importance of colleagues understanding how to properly implement RPA: "They understand that technology is a key component of that equation and they understand that the end of the day that we can only succeed when we keep the customer at the center of all the things we do, everything from the technologies we select to how we design and how we deliver those solutions.

Mia Jalava joins us and shares her reasoning for running a proof of concept for integrating AI systems: "There is lots of influence on the customer experience when you are selling things, when you're delivering things, and on the other hand you are uniting our own organization. Because you can't get the information from the one place. You have to be contacting in several places."

Justin Reilly joins us and shares insight some on overcoming challenges in starting a company: "When you're starting companies you have the problem of, 'I don't have enough money to do this, so I need to focus on the most valuable, most tangible problem that I can solve with the talent that I can get'. When you're at a big company you have the opposite problem, which is 'I have all the money and people in the world.' Even when people feel like they're on budgets, they still have more budget than the guy that's trying to start the company to solve the same problem. "

Pia Baker joins us and shares her approach to problem solving between the employee and the customer: "I find that a lot of times, people just need guidance. Just don't tell them that customers are unhappy. Tell them why and give them the bandwidth to try and fix it."

Niki Chambeau shares her approach to customer experience through predictive analysis. "I don't want to nudge my customers anywhere. I don't want my customers to even have to get into touch because in my ideal world, everything will be proactive and nobody will have to get into touch with us."