Andrew Moorhouse has worked with the world’s leading consulting firms and household name brands to understand what’s really going on with CX performance. Is live chat really all it’s cracked up to be? Is NPS any good? Can it be predicted based on common conversational markers? What should you really be focusing on in order to move the needle with your customer experience automation programmes? Andrew shares all.

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Check out some of Andrews articles below!

Predicting NPS using AI and 10,000 LivePerson Transcripts

Death of Live Chat

It’s time to rethink Conversational AI

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Mara Cairo, Product Owner at Amii, joins me to chat about how businesses be thinking about AI, how you should be implementing it, what your blind spots and challenges are likely to be and how to develop your AI literacy.

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Gartner recently forecast that by 2025, 50% of digital communications will be driven by AI avatars. A company that's been using AI avatars for years to deliver AI-mediated healthcare services is Sensley.

Co-Founder and CEO, Adam Odessky, joins me to share the pros and cons of AI-mediated Avatars, as well as the Sensley story, AI in healthcare case studies and the shape of the AI market in healthcare.

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Ronald Rubens, CEO, Sentio CX joins us to share the current issues with live agent escalations and how Sentio CX AI-based routing is helping make sure that every AI agent conversation that requires escalation to live humans, is done so efficiently and effectively.

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It’s common for teams to have both programmers and conversation designers. You need both to get a solid result. They’re both aiming to create the same thing (a robust conversation with a machine) but they approach that from different angles. 

While the programmer ensures that the software is solid, and has all the right connections, the conversation designer needs to make sure that it is purpose designed for the people who will use it. Both of those roles are vital.

I wanted to get a better understanding of what a programmer thinks about! What do they need to know, and why, and how do they see the collaboration with conversation designers?

There was nobody better to ask than Justin Randall. He’s got 20 years of experience in telecoms, he’s knowledgeable, and he’s the programmer I work with every day!

We discussed collaboration for an hour. This is the part of the job that gets too little attention - how can we work together to get the best result?

Listen up to see what Justin has to say.

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Tim Friebel is the Global Experience Transformation Lead at Genesys and brings a wealth of experience in customer journey analytics; a crucial and underserved element of conversational automation. Tim joins me to share the insights and tips that'll help you understand your customers better and improve customer experience using customer journey analytics.

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Kim West is the Director of Product Marketing at Uniphore, one of the leading conversational automation technology and service companies. Kim joins us to share some of the top use cases for conversational automation across industries and shares some best practice in getting it right.

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You've seen and heard of the value of conversational AI such as chat, voice and messaging assistants for customer service, but what about using the channel as part of your content strategy? We're joined by Nick Martin, co-founder, Direqt, to discuss how media and entertainment companies are embracing messaging as a core part of their content delivery offering, and how you can too.

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Sham Aziz, Selfridges, Head of Customer Service at Selfridges and long-time customer experience expert, joins me to share his perspectives on the current and future trajectory of AI for customer experience and enterprise automation.

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Designers love to talk design. Often people focus on their favourite tools, processes, hacks and gripes. It all matters. The technical aspects are just as important as well. We’re designing conversations with technology - we need to get intimate with the benefits and limitations of machines so that we can succeed.

What about the social/collaborative side of the job though? We all know that’s a huge part of the job, but so few people seem to be talking about it.

That’s why Millani Jayasingkam is such a great person to talk to. She’s a senior conversation designer who knows the power of a good community. She hosts the Voice This! Podcast and runs events focused on conversational AI. 

Why does being part of a community matter to your work? What has Millani done to build communities? How did it help? 

Listen up to find out

00:00 Intro

11:43 What's Millani's favourite bot?

13:29 What conversational AI jargon do you struggle with?

19:00 Which synthetic experience would you most like to have?

21:39 With interviews we need to break the ice

23:39 Finding the right time to ask a question

26:01 People know the result, not what you'd imagined

27:12 On Voice Tech Global (formerly Voice Tech Toronto)

30:15 We're part of communities that evolve

33:52 We need communities to learn from

37:35 Tech and design isn't enough, we need communication

42:56 We all contribute to the community

46:04 The tables are turned - Millani asks Ben

49:12 The Conversation Designer's Links board on Notion

52:33 People respond well to genuine curiosity

54:20 How does Ben keep up to date?

56:10 How does Millani keep up to date?

57:10 Conversation designers need to keep talking

59:42 An observer to a recorded conversation also participates

01:01:02 Outro

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