Title

AWS re:Invent 2023 - Cognizant Intelligent Interactions: Elevating your customer experience (AIM113)

Summary

• Kelly Slathour from Cognizant's CX Strategy group discusses intelligent interactions and elevating customer experience.
• The talk emphasizes the rapid pace of technological change and the need for businesses to focus on customer experience to stay relevant.
• Customer expectations have evolved, demanding immediacy, empathy, low effort, connectivity, anticipation, and personalization.
• Examples of companies excelling in customer experience include Starbucks, Amazon Prime, and Netflix.
• The financial services industry is experiencing significant changes, with a focus on monitoring, detection, security, and personalization.
• The concept of intelligent orchestration is introduced, which involves dynamic ecosystems combining people, processes, data, and technology.
• Four design principles for intelligent orchestration are outlined: presence, persistence, personalization, and partnership.
• The talk suggests a shift from traditional contact centers to experience centers, leveraging AI to enhance customer service.
• Cognizant Intelligent Interactions is introduced, a tool to accelerate migration to Amazon Connect with pre-built use cases for banking and financial services.
• The tool includes 25 solutions and frameworks, omni-channel capabilities, CRM connectors, and advanced analytics.
• Case studies are presented to illustrate the benefits of the tool, including self-service IVR changes and capturing customer feedback post-interaction.
• Future plans include expanding to healthcare, adding more generative AI, and extending partnerships, with Genesys mentioned specifically.

Insights

• The rapid adoption of technologies like ChatGPT indicates a significant shift in consumer behavior and expectations, which businesses must adapt to.
• Companies that are successful in elevating customer experience, such as Starbucks, Amazon, and Netflix, do so by continuously innovating and personalizing their services.
• The financial services industry is under pressure to adapt to changes in technology and customer expectations, with a particular focus on data management and security.
• Intelligent orchestration is a strategic approach to customer experience that requires a holistic view of the business ecosystem, including technology and human-centered design principles.
• The transition from contact centers to experience centers reflects a broader trend in customer service, where AI and data analytics play a crucial role in enhancing customer interactions.
• Cognizant's Intelligent Interactions tool is designed to help businesses in the financial sector quickly adapt to these changes by providing pre-built solutions that integrate with Amazon Connect.
• The tool aims to improve efficiency, reduce costs, and enhance the overall customer experience by providing a unified platform for managing customer interactions.
• The case studies presented demonstrate the practical applications and benefits of the tool, suggesting that businesses can achieve significant improvements in customer service metrics by adopting such solutions.
• The future direction of Cognizant's tool includes expansion into other industries, integration of more advanced AI technologies, and partnerships with other major platforms like Genesys, indicating a commitment to continuous innovation in the field of customer experience.