Mike Raker

We have massive amounts of CX applications across the globe. And I think as AI continues to proliferate through it, I think about it in a couple of different lenses. Historically and up to this point, a lot of AI in these systems have been really focused about the efficiency of the systems. So how do I apply? If you think about good customer experience, it's

How do I do more with intelligent agents or text or the like to make sure that the contact is seamless and fast? But I think we're moving into the realm of this isn't just about efficient IT and delivery. It's about the effectiveness of them, right? So just because you are efficient in the engagement with a customer doesn't mean that that was the best outcome for a customer, right?

How do I do more with intelligent agents or text or the like to make sure that the contact is seamless and fast? But I think we're moving into the realm of this isn't just about efficient IT and delivery. It's about the effectiveness of them, right? So just because you are efficient in the engagement with a customer doesn't mean that that was the best outcome for a customer, right?

How do I do more with intelligent agents or text or the like to make sure that the contact is seamless and fast? But I think we're moving into the realm of this isn't just about efficient IT and delivery. It's about the effectiveness of them, right? So just because you are efficient in the engagement with a customer doesn't mean that that was the best outcome for a customer, right?

or a citizen, or that we couldn't have completely upended it. So I think about it from an effectiveness point of view. Well, why was that person even calling in the first place, right? So can I use AI to identify the trends and conditions to say, how do I get proactive with that customer so that I can answer their question before the question comes in? It's the CX equivalent of

or a citizen, or that we couldn't have completely upended it. So I think about it from an effectiveness point of view. Well, why was that person even calling in the first place, right? So can I use AI to identify the trends and conditions to say, how do I get proactive with that customer so that I can answer their question before the question comes in? It's the CX equivalent of

or a citizen, or that we couldn't have completely upended it. So I think about it from an effectiveness point of view. Well, why was that person even calling in the first place, right? So can I use AI to identify the trends and conditions to say, how do I get proactive with that customer so that I can answer their question before the question comes in? It's the CX equivalent of

of Amazon's goal of making sure that the product's on the truck before you even order it. It's that mentality in CX is how do I proactively anticipate what a citizen or a customer is going to need, deliver it to them so they don't hit my contacts and they're going to have to come into my systems. That proactivity is a really open running room for how we think about the next generation of AI

of Amazon's goal of making sure that the product's on the truck before you even order it. It's that mentality in CX is how do I proactively anticipate what a citizen or a customer is going to need, deliver it to them so they don't hit my contacts and they're going to have to come into my systems. That proactivity is a really open running room for how we think about the next generation of AI

of Amazon's goal of making sure that the product's on the truck before you even order it. It's that mentality in CX is how do I proactively anticipate what a citizen or a customer is going to need, deliver it to them so they don't hit my contacts and they're going to have to come into my systems. That proactivity is a really open running room for how we think about the next generation of AI

and how we make the experiences not just faster, but more effective. And then I think the third piece of it, which we're getting to is how do I use my CX systems and all of the data in them to gain better insights about the citizenry and what better policy decisions overall and things like that might actually be because I have all of this information about the customers and

and how we make the experiences not just faster, but more effective. And then I think the third piece of it, which we're getting to is how do I use my CX systems and all of the data in them to gain better insights about the citizenry and what better policy decisions overall and things like that might actually be because I have all of this information about the customers and

and how we make the experiences not just faster, but more effective. And then I think the third piece of it, which we're getting to is how do I use my CX systems and all of the data in them to gain better insights about the citizenry and what better policy decisions overall and things like that might actually be because I have all of this information about the customers and

that I can offer new services, new solutions, policy updates, and the like. And I think that's the crawl, walk, run to me of efficiency, effectiveness, and then insight.

that I can offer new services, new solutions, policy updates, and the like. And I think that's the crawl, walk, run to me of efficiency, effectiveness, and then insight.

that I can offer new services, new solutions, policy updates, and the like. And I think that's the crawl, walk, run to me of efficiency, effectiveness, and then insight.

I love the point about the insights and really enabling us to be more proactive with the information we are now able to gather. Do you have any examples of how you've helped a client to use technology and really create a more proactive customer experience that you could share?

I love the point about the insights and really enabling us to be more proactive with the information we are now able to gather. Do you have any examples of how you've helped a client to use technology and really create a more proactive customer experience that you could share?

I love the point about the insights and really enabling us to be more proactive with the information we are now able to gather. Do you have any examples of how you've helped a client to use technology and really create a more proactive customer experience that you could share?

Almost every single one of our customer has some element of AI or the like within it. And some of the public stats, right, it's watching things like CSAT scores, you know, go up and up and up, right? And we publicly report a lot of those things, even in, you know, trying times.