9SEPTEMBER 2021In our industry, there are endless advancements and changing technology resources, which create opportunity to provide improved outcomes to our customers, policy administration and organization· Define stage gates of service:· Know the key touch points in your administration that require customer assistance and determine if they are sequential.· Identify the complexities of your product and service touch points. · Understand the anomalies of your customer demographic and acknowledge user experience should be at the forefront in defining how much customer's resolution can be achieved successfully through automation. ·Identify low hanging fruit:· Be protective of what makes your products, customers and processes successful and unique. If experiences are not linear, be wary to accomplish too much with automated solutions. · Consider going small with the sure thing (technology solutions you are confident will fit your customer demographic) and build upon that with informed success and measured customer satisfaction.Through the analysis and decision-making process, aim to keep outcomes in check by asking if the decisions points along the way are helpful or hurtful to the following groups:1. Customers - there is implied experience of ease, convenience and personalization with on-demand chat services. · What is the tangible value to your customer? How much could it hurt your customers' needs or commitment if not successful?2. Business Unit - automating support or process to improve service standards should create capacity. · How will your unit benefit from this capacity? Will improvement in one area create a break anywhere else or add new pain points for the unit?3. Organizations Core Values· How well does the considered solution correlate to your organizations core values?Answering these questions will keep you committed to making decisions based on adding value to your customers and administration. If you can deliver the means of easy accessibility and effective customer service through technology solutions, then that is a big win. If the complexity of your business requires you to take a pass on the latest technological advances, remember that also is a win and allows you to move forward with finding what will be most helpful to your customers and your administration. Jill Cook
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