Surbhi Kaul

“I want CX to be embedded into every single thing we do. If you start treating it as a special thing, it will become a special project and then it will die or won’t get funded enough.” -Verizon Consumer Group CEO Sowmyanarayan Sampath Sampath runs a $100 billion dollar a year business and has a lot to say about good #CX and #AI. Great interview by Blake Morgan on her podcast (link in the comments). ➡ Sampath noted how many companies invest in complex backend systems to manage CX, but have to work at not exposing that complexity to end customers. That’s an example of the ‘solution causing the problem.’ “You can have back end complexity and then you can show it to the customer. They are two very different things. We’ve got to abstract all of that for the customer. You cannot ship out our system architecture -- you have to ship a product the customer wants.” ➡ With regards to AI, Sampath outlines his view for the cost savings potential of AI, in the context of other cost savings strategies over the years. “AI is the only deflationary tool I have available to me. Over the last 20 years, offshoring has kind of run its course, outsourcing has run its course. Automation for the most part, using traditional technologies, has run its course. I don’t have another tool to take cost out at scale. AI is literally the only big tool I have." In the last 12 months – Verizon has deployed generative AI at scale to more than 44K frontline employees – mainly contact center and retail reps. Sampath says some early results include: -   Reducing call times of 2-4 minutes so far -   Better close rates on personalized emails #Verizon #telecomcx #generativeai

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I love this chart from the 2024 State of Smart Distribution Study: The Age of Efficiency and Resilience report my friends at Verizon did in collaboration with Ericsson and Incisiv. It shows the gaps between what technologies companies are already using and which ones they currently consider important. These gaps provide strong clues as to where companies will be investing. The overall report is very interesting -- I didn't work on this one, but wish I did. You can access it here: https://lnkd.in/ge4_SnNK

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Let's put parties aside and talk strategy! Looking forward to this session from the agnostic lens of the #employerbrand leader: preparation, proactivity, and setting expectations.

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🇺🇸 It's time to talk about elections at work. But here's the thing.... 🇺🇸 🚫 I won't talk about Trump. 🚫 I won't talk about Harris. ✅ I will talk about how elections impact employers and their employer brands. ✅ I will share insights you haven't heard before about how to prepare and what to consider, so you can demonstrate to your leaders that you're thinking ahead, and I know my fellow panelists will too. ✅ I will implore you to vote. Regardless of who wins or loses, are you prepared? Join us! ⬇️ #employerbrand #elections #electionsatwork

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