CapTech Trends

Listen in as we discuss how CapTech’s Annual Consumer AI Study findings have evolved. Brian Bischoff, a CapTech Principal leading our Practice Areas & Services, and Elliott Hartz, a Senior Consultant in our CX practice, join Vinnie for a discussion around what’s changed, what’s surprised them, and how organizations can positively adopt AI technologies for their customers. 

• Over half of consumers are willing to pay a monthly fee for enhanced AI-powered benefits.
• The shift from simply "trying out" AI to demonstrating clear ROI from AI initiatives.
• Generative AI’s widespread adoption in both personal and professional settings.

In this episode, Gaby Olivera, Customer Experience Senior Consultant, and Reid Baswell, Technical Director, join Vinnie to discuss multilingualism in conversation design, and how prioritizing this customer experience leads to enhanced brand loyalty.

Tune in to hear more about:  

• How 76% of online shoppers prefer to buy products with information in their native language.
• Why language is no longer limited to written word; brands should consider how emojis, GIFs, memes, audio, pronouns, and color translate across languages. 
• Incorporating multilingualism early into your design considerations to save time and resources. 
• How AI can accelerate the process — but a human touch is still required.
• The technical underpinnings of internationalization, including locale codes and responsive design.

In this episode, CapTech CTO, Vinnie Schoenfelder is joined by Technical Director, Shannon Flowerday (Customer Experience), Manager, Carrie Ryan (Customer Experience), and Principal, Jon Bradway (Sports & Media) to discuss how integrating data into your customer experience strategies can grow brand loyalty and increase revenue for your organization.

Tune in to hear more about:

• How a “Did You Forget?” online ordering feature resulted in an extra $10M per year for one manufacturing company.
• Consumers are willing to share their data if there is a clear benefit brought to them with said data.
• How personalized notifications achieved a 4x increase in engagement vs. standard notifications. 
• For consumers, if the basic tasks they need to do are hard, they have no interest in spending more time with that brand.
• The “first quarter problem” sports organizations are facing and how data-driven customer experience can help solve this and influence fan behavior.

In this episode, CapTech CTO, Vinnie Schoenfelder is joined by CX Manager, Carrie Ryan and Systems Integration Director Kevin Vaughan to discuss the increasing expectations consumers have around innovation and how they are more accepting of AI in their daily lives. 

Tune in to hear more about:  

• How to strike the balance between the user experience and product usability vs. being innovative for innovation's sake. 
• Compared to last year, consumers are more willing to share data because they're aware of the benefits AI provides for personalization, efficiency, and more.  
• The key to integrating AI into the daily lives of consumers is to understand their customers and their needs.  
• If your company’s innovation cycle is too slow to release, companies that are leaning heavily into AI will surpass you quickly.  

Given an automation mandate in 2021, MNX, a time-critical logistics company, started their AI journey with CapTech to focus on operational precision and efficiency. 

Tim Kutz, CIO of MNX Global Logistics, joins Managing Director Michelle Meyer, and CTO Vinnie Schoenfelder to discuss the swift adoption of AI over the past 15 months.

Tune in to hear:

• “If you don’t have good data you’re done.”
• The importance of having a tight team of business and IT folks on your team.
• Creating an adaptable culture when navigating the inevitable uncertainty of AI.
• Moving from operational AI goals to customer experience AI goals in 2024.

“People hear AI on the news and TV and think it’s this is a daunting thing. It’s not. It’s something new, like cloud or anything else you need to understand and get the right people to help you. But it is moving so fast.” – Tim Kutz, MNX CIO

In this episode, we are joined by leaders from rvatech/: 

• Nick Serfass,  rvatech/ CEO 
• Todd Dube, rvatech/ Data + AI Summit Co-Chair, Analytics and AI leader at CarMax
• Meghan Holt,  rvatech/ board member, CapTech Managing Director 

rvatech/ is a technology trade organization focused on igniting the growth of the technology sector and the technology community within the greater Richmond, Virginia region.

Tune in as we discuss the upcoming rvatech/ Data and AI conference, practical technology applications and career opportunities. 

Register for the rvatech/ Data + AI Summit on March 28, 2024 here. 

In this special edition episode of CapTech Trends, guest co-hosts and CapTech AI leaders Brian Bischoff and Jason Snook are joined by Ajit Mandgi, the Director of Analytics at Dominion Energy, and Paul Brooks, Professor and Chair in the Department of Information Systems at VCU School of Business.  

Tune in to learn how AI is impacting various industries and gain helpful insights to navigate the future as this technology continues to evolve. In this panel discussion we cover:  

• How ChatGPT has impacted higher education and how educators have quickly adapted their teaching strategies.
• The transformational impact generative AI has had on the energy and utilities industry.
• The responsibility of leaders to help organizations embrace and navigate AI - and keep up the momentum.
• What the AI transformation will look like in the next few years.

AI is a once-in-a-lifetime technology advancement and it's here to stay - so what does that mean for your business and how do you get started? Listen in as Vinnie chats with CapTech AI leads, Fellow Jason Snook, and CX Director LesLea Carey and we discuss: 

• Consumers are expecting AI, so how will you meet that need in 2024? 
• AI is more than ChatGPT - the endless AI use cases include dynamic pricing, personalization, automation, anomaly detection, and more. 
• Why you should move now and how to push past the analysis paralysis and unknowns. 
• Excellent AI examples from Walmart and Dominos.

Tune in to our latest episode as Principals Vinnie Schoenfelder, Bree Basham, and Brian Bischoff discuss the three key trends we see in the evolving landscape of technology and consumer interaction. 

• The use of Generative AI for authentic human-like interactions
• Creating winning customer experiences through immersive and frictionless technologies 
• The race to capture consumer loyalty by merging digital and physical elements of technology advancements 

Links:

Read the full article
CapTech AI Consumer Study

How do consumers really feel about AI? In this episode of CapTech Trends, CapTech CTO Vinnie Schoenfelder, discusses the findings of CapTech’s AI study, with CapTech Fellow Jason Snook and CapTech Manager Carrie Ryan. Tune in as we cover: 

• Surprising findings that challenged our hypothesis 
• How AI is deeply integrated into building brand loyalty 
• The future of AI and the consumer    

Read the full study here.