Innovate To Elevate A Journey Through Mindset And Gen Ai To Enhance Customer Experience
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| Author | : Francis Goh |
| Publisher | : World Scientific |
| Total Pages | : 335 |
| Release | : 2024-09-03 |
| Genre | : Business & Economics |
| ISBN | : 9811297096 |
As a 30-year veteran executive, Francis Goh brings to the table a unique blend of practical wisdom and certified expertise in Customer Experience (CX), Design Thinking, Agile, Scrum, and Lean methods. His deep understanding of Amazon's Working Backwards mechanism, honed during his tenure as a Digital Innovation expert at AWS, further enriches the insights shared in this book. These strategies are not just theoretical concepts but battle-tested solutions forged in the crucible of real-world challenges. Through his experience and expertise, the author aims to provide readers with actionable strategies and proven methodologies to navigate the ever-evolving landscape of technology and business with confidence and success.The book unveils three powerful frameworks meticulously developed to help executives leverage innovation and Gen AI to develop their CX strategies. These frameworks serve as guiding lights, illuminating the path forward in a landscape marked by rapid technological advancement and shifting consumer expectations. With practical strategies and actionable insights, this book equips leaders with the tools they need to navigate the complex intersection of innovation and Customer Experience, driving transformative change within their organizations.
| Author | : Seth Dobrin |
| Publisher | : CRC Press |
| Total Pages | : 235 |
| Release | : 2024-07-18 |
| Genre | : Computers |
| ISBN | : 1040087779 |
AI iQ for a Human-Focused Future: Strategy, Talent, and Culture offers a pioneering approach to integrating artificial intelligence (AI) and generative AI (GenAI) in business, emphasizing a business strategy first mindset over a technologycentric one. This book challenges the usual hype surrounding AI, advocating for a more realistic perspective. It delves into the evolution of AI, from traditional data science and machine learning to GenAI, all through the lens of strategic business application. Unlike other texts, this book moves away from case studies, favoring practical, real-world advice from extensive field experience. This book presents strategies for creating an environment that not only accepts but thrives on AI, focusing on strategic leadership, talent development, and inclusivity. It highlights crucial roles, such as the Chief AI Officer, and emphasizes the importance of diversity in AI teams. Uniquely, each chapter concludes with key takeaways, offering actionable steps, and implementation tips. This practical approach transforms theoretical concepts into actionable business strategies, providing leaders with the tools to apply AI initiatives effectively in their organizations. This book is more than an informative resource; it’s a practical toolkit for any business leader aiming to navigate the evolving landscape of AI and GenAI, ensuring their organization is prepared for sustainable growth and success in an AI-driven future.
| Author | : Ross Smith |
| Publisher | : Pearson Education |
| Total Pages | : 467 |
| Release | : 2024-07-16 |
| Genre | : Business & Economics |
| ISBN | : 0138286655 |
In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity. A portion of the book’s proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education. IN THIS BOOK YOU’LL LEARN About AI, machine learning, and data science How to develop an AI vision for your organization How and where to incorporate AI technology in your customer experience fl ow About new roles and responsibilities for your organization How to improve customer experience while optimizing productivity How to implement responsible AI practices How to strengthen your culture across all generations in the workplace How to address concerns and build strategies for reskilling and upskilling your people How to incorporate games, play, and other techniques to engage your agents with AI Explore thought experiments for the future of support in your organization “Insightful & comprehensive—if you run a service & support operation, put this book on your essential reading list right now!” —PHIL WOLFENDEN, Cisco, VP, Customer Experience “This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we’re experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind.” —BRYAN BELMONT, Microsoft, Corporate VP, Customer Service & Support “The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami.” —PHAEDRA BOINODIRIS, Author, AI for the Rest of Us
| Author | : Introbooks |
| Publisher | : |
| Total Pages | : 50 |
| Release | : 2020-04-07 |
| Genre | : |
| ISBN | : |
In these highly competitive times and with so many technological advancements, it is impossible for any industry to remain isolated and untouched by innovations. In this era of digital economy, the banking sector cannot exist and operate without the various digital tools offered by the ever new innovations happening in the field of Artificial Intelligence (AI) and its sub-set technologies. New technologies have enabled incredible progression in the finance industry. Artificial Intelligence (AI) and Machine Learning (ML) have provided the investors and customers with more innovative tools, new types of financial products and a new potential for growth.According to Cathy Bessant (the Chief Operations and Technology Officer, Bank of America), AI is not just a technology discussion. It is also a discussion about data and how it is used and protected. She says, "In a world focused on using AI in new ways, we're focused on using it wisely and responsibly."
| Author | : Nawal K. Taneja |
| Publisher | : Taylor & Francis |
| Total Pages | : 196 |
| Release | : 2022-09-29 |
| Genre | : Transportation |
| ISBN | : 1000773639 |
Unprecedented social changes, accelerated by facilitating technologies and the COVID-19 pandemic, are calling for airlines to think deeply and non-conventionally on what will be important to existing and new travelers, as they change their lifestyles. New thinking requires airlines to extend the boundaries of their businesses to go beyond their traditional domains. This need goes beyond the renovation and iteration of conventional products to the transformation of products requiring new ideas and ways to scale them. Examples include the development of cost-effective urban air mobility, intermodal passenger transportation, door-to-door travel that is sustainable, and personalized offers. Airimagination: Extending the Airline Business Boundaries raises some thought-provoking questions and provides a direction for practical solutions. For example, what if airlines developed products and services that finally meet end-to-end needs of customers seamlessly by collaborating in the value-adding open ecosystems, using platforms that facilitate effective engagement with both "digital and nondigital" customers and employees in real time and at each touch point? Ironically, the current time is an advantage for some airlines as they already have had to deal with a deep and wide disruption caused by the pandemic, leading operations to start from ground zero. This book, the latest in a long and well-regarded series by Nawal K. Taneja, explores innovative best practices within the airline business world, complemented by numerous insightful perspectives contained in multiple forewords and thought leadership pieces. This book is aimed primarily at high-level practitioners within the airline industry and related businesses.
| Author | : Nripendra P. Rana |
| Publisher | : Springer Nature |
| Total Pages | : 337 |
| Release | : 2019-11-11 |
| Genre | : Business & Economics |
| ISBN | : 3030243745 |
This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.
| Author | : Tiffani Bova |
| Publisher | : Penguin |
| Total Pages | : 354 |
| Release | : 2018-08-14 |
| Genre | : Business & Economics |
| ISBN | : 0525534407 |
A WALL STREET JOURNAL BESTSELLER Do you know the best way to drive your company's growth? If not, it's time to boost your Growth IQ. Trying to find the one right move that will improve your business's performance can feel overwhelming. But, as you'll discover in Growth IQ, there are just ten simple--but easily misunderstood--paths to growth, and every successful growth strategy can be boiled down to picking the right combination and sequence of these paths for your current context. Tiffani Bova travels around the world helping companies solve their most vexing problem: how to keep growing in the face of stiff competition and a fast-changing business environment. Whether she's presenting to a Fortune 500 board of directors or brainstorming over coffee with a startup founder, Bova cuts through the clutter and confusion that surround growth. Now, she draws on her decades of experience and more than thirty fascinating, in-depth business stories to demonstrate the opportunities--and pitfalls--of each of the ten growth paths, how they work together, and how they apply to business today. You'll see how, for instance: * Red Bull broke Coca-Cola and PepsiCo's stranglehold on the soft drink market by taking the Customer Base Penetration path to establish a foothold with adventure sports junkies and expand into the mainstream. * Marvel transformed itself from a struggling comic book publisher into a global entertainment behemoth by using a Customer and Product Diversification strategy and shifting their focus from comic books to comic book characters in movies. * Starbucks suffered a brand crisis when they overwhelmed their customers with a Product Expansion strategy, and brought back CEO Howard Schultz to course-correct by returning to the Customer Experience path. Through Bova's insightful analyses of these and many other case studies, you'll see why it can be a mistake to imitate strategies that worked for your competitors, or rely on strategies that worked for you in the past. To grow your company with confidence, you first need to grow your Growth IQ.
| Author | : Lorraine Marchand |
| Publisher | : Columbia University Press |
| Total Pages | : 408 |
| Release | : 2022-09-13 |
| Genre | : Business & Economics |
| ISBN | : 0231554869 |
Innovation requires more than a eureka moment. The vast majority of new product ideas never make it to market. Typically, this is because of the failure to address a real problem that a customer has experienced and is willing to pay to have solved. What do people and businesses need to know about the realities of innovating in order to develop products successfully? Lorraine Marchand—a seasoned practitioner who has guided Fortune 500 companies and start-ups on developing and launching new ideas—lays out a step-by-step framework for spurring success. She shares her eight laws of innovation, a formula for driving significant and lasting transformation in any organization. Marchand emphasizes the frame of mind needed to spark the innovation process, underscoring the importance of creating a problem-solving culture and supporting personal curiosity, passion, and talent. She pinpoints the strengths shared by the big ideas that break through and debunks the myths that hold back aspiring creators. Drawing on her experience as a woman in a male-dominated field, Marchand discusses how to support entrepreneurship by women and highlights the contributions of underrepresented innovators. Marchand’s how-to program for innovation is clear and easy to follow, featuring a toolkit of strategic templates and planning frameworks that are illustrated by helpful case studies. Written in authoritative but conversational language, The Innovation Mindset offers a practical plan for both the veteran with another great idea and the first-timer with a big dream.
| Author | : B. Joseph Pine |
| Publisher | : Harvard Business Press |
| Total Pages | : 276 |
| Release | : 1999 |
| Genre | : Business & Economics |
| ISBN | : 9780875848198 |
This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.
| Author | : George Krasadakis |
| Publisher | : Springer Nature |
| Total Pages | : 316 |
| Release | : 2020-07-29 |
| Genre | : Business & Economics |
| ISBN | : 3030451399 |
This book presents unique insights and advice on defining and managing the innovation transformation journey. Using novel ideas, examples and best practices, it empowers management executives at all levels to drive cultural, technological and organizational changes toward innovation. Covering modern innovation techniques, tools, programs and strategies, it focuses on the role of the latest technologies (e.g., artificial intelligence to discover, handle and manage ideas), methodologies (including Agile Engineering and Rapid Prototyping) and combinations of these (like hackathons or gamification). At the same time, it highlights the importance of culture and provides suggestions on how to build it. In the era of AI and the unprecedented pace of technology evolution, companies need to become truly innovative in order to survive. The transformation toward an innovation-led company is difficult – it requires a strong leadership and culture, advanced technologies and well-designed programs. The book is based on the author’s long-term experience and novel ideas, and reflects two decades of startup, consulting and corporate leadership experience. It is intended for business, technology, and innovation leaders.
