“Be scrappy. Just try something — see if it works. If you can try two things at the same time so you can compare, that’s even better.” – Gabriele “G” Masili
In this digitally focused episode of OneTAKE Live, host Ian Barkin discusses artificial intelligence (AI), augmented customer experiences (CX), and the complex world of digital transformation with Gabriele “G” Masili, vice president and chief technology officer (CTO) of the Customer Experience and Success organization at Microsoft.
Starting down the path toward true digital transformation can be daunting. There’s a lot you have to consider when you bring CX to the digital realm. Should you start with an app? Focus on self-service options? Or should you begin the process of implementing chatbots or support options enhanced by AI?
Ultimately, it doesn’t matter where you begin, according to G, so long as you get started: “Start small — don’t wait. Don’t try to figure everything out; don’t try and boil the ocean. Just identify one or two small opportunities that can be attacked in an agile manner, then, go after them.” G elaborates, noting the power of experimentation in the process of crafting next-level CX: “Throw away the things that are not working and double down on the things that are indeed working.”
Formerly having worked with big names like GE and Amazon, G has plenty of experience strategically augmenting enterprise-level CX digitally. Now the VP and CTO of Microsoft’s Customer Experience and Success organization, G leads both the digital and data teams in their efforts to create and enable intelligent CX solutions companywide.
Join us to find out how you can begin charting a path toward real, impactful digital CX on OneTAKE Live!
OneTAKE Live Past Episodes (Mentioned at the open of the show)