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Measuring What Matters: Unlocking Engineering Productivity with AI and Metrics
Tech Leaders Intel hosts Gary Stevens, Director of Engineering at Trainline, and Viktor Clerc, engineering leader at Xebia, discussing how to unlock engineering productivity with AI and metrics to deliver value, not just products.
26 Jun 2024
The Value of Forgettable Customer Experiences
As the use of artificial intelligence expands and finds more use cases, there remains special interest in its applications for customer service. Retailers and service providers are training AI to retrieve important information in a natural, conversational manner, thereby delighting customers through giving them an unforgettable customer experience. And yet there are instances where delighting the customer isn’t the best approach. When it comes to bare necessities like utilities, perhaps the best customer experience is the one that can’t be remembered.
That’s what Adam Waite (https://www.linkedin.com/in/adam-waite-80a1a662/) is betting on. As Head of Digital Conversations & AI with British gas supplier Centrica (https://www.centrica.com/), Adam is laser-focused on using GenAI and large language models to make customer experiences as frictionless as possible. He is one of the minds behind the creation of Cosmo, Centrica’s customer-facing authenticating chatbot that took the gold for Best Innovation in Customer Service at the 2023 ECCCSA Awards (https://www.ecccsa.com/). And now Adam sits down with Tech Leaders Intel to let us in on his award-winning insights. Throughout our 45 minutes together, he touches on such topics as:
The evolution of customer support chat (and consumer trust in it)
When it’s time to consider buying vs. building new technology
Why the “channel of truth” is the most important customer service channel of all
What success in delivering customer experiences looks like
The difference between data scientists and so-called experts in emerging technologies
…and that’s not all. Adam is full of sharp observations, and he is keyed into the strategies that will make GenAI and large language models work for customer-facing businesses now and into the future. Reach out to him on LinkedIn (https://www.linkedin.com/in/adam-waite-80a1a662/), and of course, fire up this episode of Tech Leaders Intel!
This episode of Tech Leaders Intel sees Nick Goodwin sit down with Paul Staples (https://www.linkedin.com/in/pauljestaples/), ClearBank’s (https://clear.bank/) head of Embedded Banking. Paul has quite the story; originally starting out in the oil industry, he stepped into banking as he swung from working the floors at Goldman Sachs, to being a strategist at Deutsche Bank, then JP Morgan and finally establishing building a case for HSBC as a platform business in Embedded Finance before finally stepping fully into the fintech space with Clearbank. As if all of that isn’t enough, he’s a seed investor by night and an avid gardner to boot.
You’ll quickly notice that Paul has an elite-level entrepreneurial mind that functions like a steel trap when it comes to solving problems, and he brings that to his work in embedded banking. The issue of keeping banking useful, relevant, and putting it where people need it most is foremost in his mind, and he is a powerful advocate for embedded banking as an agent of change in the world we know. While not a coder himself, Paul understands how the power of technology can be put to good use in our day to day lives, using Embedded Banking do drive this. Join him and Nick as their 45-minute conversation touches on topics such as:
His take on “how banking really works”
Using unusual hypothetical situations in finding solutions for fintech
Why he chose to work for Clearbank
How selling CDs at school helped him shapen his selling skills
The power of fooling around and finding out in the learning process.
…and of course, much more. For a deeper dive into Paul’s insights, give him a follow or drop him a line on LinkedIn (https://www.linkedin.com/in/pauljestaples/).
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