DCX Links | August 18, 2024
From AI on the Gridiron and Digital Customer Service Agents to Robotic 3D Looms: This Week's DCX Hot Takes!
Weekly inspiration, education, and coaching for customer-obsessed leaders.
Welcome to this week's roundup of customer experience insights!
This week’s DCX Newsletter explores the latest AI advancements reshaping CX across multiple industries. From the NFL's innovative use of data to enhance the fan experience to NVIDIA's groundbreaking AI avatars poised to transform customer service, there's plenty to unpack.
We'll also examine how Wall Street is integrating AI into its workforce and introducing a new digital intern to the financial world. Plus, check out the upcoming customer success events you won’t want to miss.
Happy reading!
-Mark
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Here are this week’s must-read links:
NFL's Data Touchdown: Scoring Big with AI
NVIDIA's AI Avatars Aim to Shake Up Customer Service
Wall Street Welcomes Its New Digital Intern
Tailor-Made Tech Fits to a T
Time is Money
Customer Success Events Calendar
Enjoy!
NFL's Data Touchdown: Scoring Big with AI
4 Leadership Lessons from the NFL’s Chief Data Officer (northwestern.edu)
Paul Ballew, Chief Data Officer of the NFL, shares insights on how the league is leveraging data, analytics, and AI to transform both the game and the business of football.
Why it matters: As AI and data analytics rapidly advance, sports leagues, and businesses face both opportunities and challenges in maintaining the human element while leveraging technology's efficiency.
The big picture: Ballew argues that while AI and data analytics excel at efficiency and personalization, the NFL's success still hinges on creating compelling, exciting gameplay and meaningful fan experiences.
Key takeaways for CX professionals:
Balance quick wins with long-term vision: Implement data-driven CX improvements that show immediate value while building a foundation for more comprehensive future innovations.
Personalization at scale: Leverage AI and data analytics to create one-to-one customer experiences across multiple touchpoints, moving beyond segmentation to true individualization.
Safety and integrity: Use data to enhance customer safety and trust while maintaining engaging experiences. This could apply to areas like financial services, healthcare, or e-commerce.
Global expansion: Consistently apply data-driven CX strategies across international markets, adapting to local preferences while maintaining brand integrity.
Collaborative ecosystem: Work closely with different departments and partners, providing CX tools and best practices while respecting their domain expertise.
Between the lines: Ballew's approach echoes the broader trend of digital transformation in traditional industries, emphasizing the need to balance technological innovation with core business values.
The bottom line: AI and data analytics are reshaping the NFL but won't replace the need for human creativity and the excitement of the game. By embracing technology while focusing on fan experience and player safety, the NFL aims to elevate its impact and create more engaging experiences for a global audience.
NVIDIA's AI Avatars Aim to Shake Up Customer Service
NVIDIA NIM | digital-humans-virtual-assistant
NVIDIA is at the forefront of developing digital human technologies, leveraging its advanced AI capabilities to create lifelike avatars and digital humans for various applications.
Why it matters: With rapid advances in AI technology, CX professionals now have new opportunities to create lifelike digital interactions, potentially revolutionizing customer engagement across industries.
The big picture: NVIDIA's Avatar Cloud Engine (ACE) and related technologies are enabling the creation of increasingly realistic digital humans, with applications ranging from healthcare to gaming and customer service.
Key takeaways for CX professionals:
AI-powered personalization: Digital humans offer unprecedented levels of personalized customer interaction at scale.
Omnichannel potential: These technologies can be deployed across various touchpoints, from websites to VR environments.
Enhanced emotional intelligence: AI avatars with realistic facial expressions and voice modulation can better respond to customer emotions.
Industry-specific solutions: Tailor digital humans for specific use cases, like patient support in healthcare or product guidance in retail.
Ethical considerations: As digital humans become more realistic, CX pros must navigate the ethical implications of AI-human interactions.
Between the lines: The rise of digital humans echoes past technological leaps in CX, like the introduction of chatbots. However, the level of realism now possible raises new questions about the nature of "human" interaction in customer service.
The bottom line: While NVIDIA's digital human technologies offer exciting possibilities for CX innovation, professionals must balance the benefits of AI-driven engagement with the continued need for authentic human connection in customer experiences.
Related: Developer Get Started
"Staying on top of the latest CX trends is tough, especially with how AI is transforming the field. Thankfully, the DCX newsletter does a brilliant job of curating the must-know info.” - Jimmy, CX Leader, Google
Wall Street Welcomes Its New Digital Intern
JPMorgan Chase rolls out AI assistant powered by ChatGPT-maker OpenAI (cnbc.com)
JPMorgan Chase recently introduced an AI assistant powered by OpenAI to thousands of employees.
Why it matters: Financial institutions are leveraging AI to boost productivity and transform workflows, with potential implications for the future of work.
The big picture: JPMorgan's LLM Suite, powered by OpenAI's technology, represents a significant step in integrating generative AI into a major financial institution's operations.
Key takeaways for CX professionals:
AI-augmented workforce: The technology is helping employees with tasks like writing emails and reports, freeing up time for higher-value work.
Data protection: JPMorgan's approach allows use of external AI models while safeguarding proprietary data.
Cross-functional impact: The AI assistant is being deployed across various divisions, including consumer banking and wealth management.
Phased rollout: JPMorgan is taking a measured approach, starting with employee-facing tools before considering customer-facing applications.
Future potential: The bank envisions AI evolving into autonomous agents capable of complex, multi-step tasks.
Between the lines: While AI promises significant productivity gains, it also raises questions about job displacement in the banking sector, which is considered highly prone to automation.
The bottom line: JPMorgan's AI initiative highlights the growing importance of generative AI in financial services. CX professionals in this sector should prepare for significant changes in how customer interactions are managed and how internal processes are optimized.
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