Embracing and Humanising Digital Self Service Channels

by Glenn Miller

Creating a Personalised User Experience in Self Service Channels

​Clariden Global (Singapore based international conference and exhibition production company) recently hosted me to speak at their International call centre conference.

My Bot, Chatbot and AI articles have been attracting quite a crowd and making some wonderful progress lately. As a result, I decided to incorporate their content and extend one of my usual Digital Marketing Strategy and Customer Experience stage presentations to include Customer Self Service and related Channels, featuring some of the hot topics I have been writing about.

The presentation took place a couple weeks ago and it went phenomenally well. As always, I was humbled to share the stage with an amazing line-up of speakers, for example: Bianca Bowron-Cuthill (Head of Customer Care & Service, Australia at Intuit), Claire Hayes (Digital Operations & Transformation, Telstra and responsible for implementing their recent country-wide re-brand), Mitchell Mackey (Marketing Director of Ansell, Australia), Rohit Mandanna (Customer Centric Program Leader Office of Environment and Heritage, NSW Government) to mention a few.

Many audience participants approached me after my presentation requesting a copy of the presentation and encouraging me to share my research and findings with my followers.

In the good spirit, I decided to publish the presentation (produced on Prezi and featured below).
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I encourage sharing and I welcome feedback and comments, in kind.

This 'Embracing and Humanising Digital Self Service Channels' presentation features thought leadership in Customer Experience and Customer Self Service Channels and demonstrates why all companies should consider the impacts of AI, Bots and Chatbots on their Customers' Experience, their Businesses (Customer) Strategy, Customer Care policies, Customer Experience and digital self service channels in 2017 and beyond.

The presentation includes reference and explanation into Autonomous Transport, Driverless Vehicles, Passenger Flying Taxi Drones, Deep Learning, Natural Language Processing (NLP) and Artificial Intelligence (AI) powerhouses for example; Microsoft LUIS, IBM's Watson and more recently, Salesforce's Einstein.

Like a bad situational joke, sometimes you need to be there, to fully experience the context behind the joke and to enjoy the situational context that leads to the laughter, that should come with it. If you feel like the presentation lacks context please get in touch with me, I’d be happy to complete the picture for you.

Thanks for following, article written and presentation produced uniquely and originally by Glenn Miller (Director, Customer Strategy & Experience, Lupo Digital).

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