Target Personas

INDUSTRY

FIRMOGRAPHIC

Cloud-friendly, innovative

DECISION MAKERS

• SVP CX or Contact Centre

• SVP Marketing/ CMO

• SVP Revenue

• General Counsel / SVP Risk

• SVP Analytics

• SVP HR/People

• CEO

• COLLECTIONS DIRECTOR

Our observations Customer Contact Software – Buying structure and Personas

Business Value Statements

Open

Articulating The Vision

Holistic end-to-end inclusive of RD and LBH

Open

“AI innovation doesn’t happen in a vacuum or solely among a group of data scientists. It sprouts from a team of people from business, digital, analytics, and IT functions.”

An increasing number of organizations are embarking on programs to embed data and analytics at the heart of their operations, aware of the potential to transform performance. The McKinsey Global Institute estimates data and analytics could create value worth between $9.5 trillion and $15.4 trillion a year if embedded at scale—and $1.2 trillion of that in the public and social sectors. But there is a long way to go. A recent McKinsey survey shows that half of the respondents are still not using artificial intelligence (AI) anywhere within their organizations.

Long-term customer engagement

Some thought bubbles in how to ensure the continuance of AVA/McKinsey/Call Journey post-McKinsey’s consulting engagement.

Key guiding principles

• Surprise and delight with McKinsey engagement and AVA insights

  • Show valuable insights

  • Position McKinsey Score during engagement

    • Ensure AVA and Call Journey insights align as a key tool to measure and track the McKinsey score

    • Support the concept of McKinsey AVA/insights engagement ongoing (i.e., per quarter, biannually) to track progress from recommendations

• Create and substantiate a mindset that conversation intelligence is an ongoing blind spot for the customer and that AVA/McKinsey/Call Journey has a unique value proposition that is best positioned to support this

In today’s world of data and analytics, organizations have the opportunity for unprecedented insight into their customers, their decisions, and the way they interact with their brand. Companies that can harness the immense amount of information at their fingertips can hone every aspect of their customer strategy–from product design to customer targeting.