Communities of Practice
Name at least 1 of the 2 sponsors of APAC Communities of Practice
Gopal Chhetri and Rahul Ghodke
What APAC BU is responsible for the Customer Experience CoP?
ADP PHL GDC
True/False: 73% of consumers believe that AI has potential impact on customer experience (CX), particularly in digital settings.
True - according to the survey conducted by Dynata Research in January 2023 (Businesswire.com)
True/False: Omnichannel and Multichannel are the same.
False - In a multi-channel environment, the user has access to a variety of communication options that aren’t necessarily synchronized or connected. However, during an omni-channel experience, there are not only multiple channels, but the channels are connected so you can move between them seamlessly.
The foundation of CX innovation is ______.
our customers - Observing customer journeys at every touchpoint and visualizing new solutions that can solve their problems better can lead to innovation.
How many Communities we currently have in APAC CoP?
9
Last Feb 2023 - CX CoP launched the Customer Experience Learning Journey. How many learning tracks are included in the learning journey this year?
4 learning tracks - Customer Service Operations, Digital automation, Disruptive Technologies and Servicing Digital Customers.
True/False: If consumers sense disjointed communication with AI across channels, 76 percent say that they are still likely to trust and continue engaging with a brand.
False - Less Likely to trust and continue engaging with a brand (How the implementation of AI could influence CX)
"Omnis" is a Latin Term for _____.
Every/All - he integration of all physical channels (offline) and digital channels (online) to offer a unified customer experience.
Source: Wikipedia
True/False: CX Innovation's primary or direct objective is to increase sales or making customers purchase more.
False - while eventually CX innovations will yield more brand loyalty hence sales, CX's primary objective is to create or alter moments for accelerating customer journeys by personalizing it and focusing on adjusting the brand and its offerings according to the customer's changing needs and expectations.
True/False: APAC CoP is an initiative built from the results of Voice-of-Clients in FY2020 which expressed the need for opportunities in building and sharing expertise in key technology areas.
False - resulted from Member Consultation (VoM)
___________ is an important program in CGI where were collaborate with our customers to understand the key issues affecting them, including industry trends, business and IT priorities, business and IT priorities. We use their inputs to ensure CGI investments are best aligned to support their evolving IT and business needs.
Voice of our Clients
True/False: Biometrics is an example of AI.
True - Biometrics deals with the recognition, measurement and analysis of the physical features of the body's structure, form and human behavior. It fosters organic interactions between machines and humans as it works with touch, image, speech and body language.
True/False: 87 percent of consumers research products online before purchasing.
True - which is why it is important to Help consumers transition easily from online to offline.
True/False: 50% of the customers would switch to a different brand after a single bad experience.
True - It is important to analyze all customer touchpoints to identify the gaps where innovation can lead to better customer experiences.
Maturing Communities of Practice is one of the identified business priorities and there are 8. Kindly give 1 Maturing Community:
(Any): Cloud Transformation, Automation, Agile, SAP, Salesforce, Advanced Testing, Microsoft Dynamics and Customer Experience practices.
James Allen, from the Harvard Business School, asserts that for companies to meet the demands of providing an exceptional customer experience, they must be able to execute the "Three Ds". What are the Three Ds?
Design, Delivery and Development
According to Harvard Business Review - cutting-edge companies use this to assemble high-quality customer experiences. It has the ability to capture, analyze, and utilize personalized customer data at scale and on how a company uses AI to understand, shape, customize, and optimize the customer journey.
intelligent experience engines
True/False: In order to sell products and engage with customers, omni channel is based on using multiple methods such as websites and mobile apps but not physical stores.
False - physical stores or brick and mortar stores is one of the methods to sell products and engage customers.
Once you know all the customer touchpoints, it's essential to compare them against a benchmark. And the best benchmark is ________.
competition - The idea is to offer what your competition is already offering and more. The key is in this very more.
CoP has 6 key areas and 1 is about developing accelerators and contributing to proof of concepts, proof of value and ICE challenges. What is this CoP Key Area?
Innovation
To thrive in this era of rapid disruption, organizations need to invest and focus on _______________.
Customer Journey / Customer Experience Innovations
Trivia: The study found that in 2010 only 36% of companies expected to compete mostly on customer experience, whereas in 2016 that percentage increased to a staggering 89%.
One of the most significant potential advancements in AI for customer experience is the development of ________________. This technology would enable AI to detect a customer’s emotional state based on their facial expressions, tone of voice, and other cues.
emotion recognition technology
It is an omnichannel approach which allows to continue a conversation from one channel to another with no interruption. This approach remembers all customers regardless of which platform they use to connect with businesses.
Conversational AI
Building a ________ workplace provides a strong foundation for constant innovation, leading to better customer experiences, which helps create a happier organization.
Happy - Happy people are more creative and productive, which is the cornerstone for innovation.