At TSIA World Interact 2023 conference, industry leaders from around the globe gathered to explore the latest trends in support and field services. One of the standout themes of the event was the rise of generative artificial intelligence (AI) and its impact on the technology and services industry.
However, there was also a strong emphasis on the indispensable role of people in the technology sector and the urgent need for a sustainable approach. While AI and advanced technologies undoubtedly play a crucial part in delivering exceptional customer service, these conversations reminded us that successful companies must also foster human connection and embrace environmental responsibility.
In this blog, we will delve deeper into the key takeaways from these conversations, exploring the intersection of technology, human interaction, and sustainability. We will examine how the rise of generative AI is reshaping the support and field services landscape, but also how organizations can strike a balance between leveraging new technology and maintaining meaningful connections with their customers.
Moreover, we will explore the significance of adopting a sustainable approach in the technology industry and how it not only benefits the environment but also contributes to long-term business success. From reducing carbon footprints to implementing eco-friendly practices, we will uncover the strategies and initiatives that forward-thinking companies are employing to create a positive impact on both their bottom line and the world around them.
Shifting Left: Embracing the Power of Automation and Self-Service
In a fast-paced business landscape, it's crucial to remember that behind every successful transaction lies a fundamental relationship between people. Roberto Palma, an IBM Software Support Services senior engineer, stated that "people do business with people." As our world evolves, so too must our practices. Rather than fearing artificial intelligence (AI), Palma suggests embracing it as an intelligent assistant (IA) that can augment our capabilities and drive efficiency.
For example, NetApp, a leading company in the technology sector, has successfully transitioned to a digital support model, reaping the benefits of investing in self-service and automation.
James Ayscue, NetApp’s director of digital support experience, and Laura Cunningham, senior product manager of digital support experience, shed light on NetApp's journey towards "shifting left." This approach involves moving away from direct interactions with engineers and providing customers with direct solutions, resulting in better, faster solutions and significant cost savings for the company.
Accordingly, since 2018, NetApp's self-service and active IQ channels have yielded remarkable results, with an impressive 94% success rate in customer engagements through these channels alone. The company's shift left framework, illustrated in Figure 1, demonstrates the effectiveness of its approach.
One of the critical components of NetApp's success lies in implementing a knowledge center with a thriving solve loop. This initiative has had a tangible impact on metrics, such as a substantial increase in the visibility rate of knowledge base articles, soaring from 65% to an impressive 94%.
Additionally, NetApp has drastically improved its publishing time, reducing it from 30 days to a remarkable zero minutes. By deploying self-service options for low-complexity issues, NetApp has effectively replaced high-volume, low-complexity interactions with scalable digital interactions, resulting in heightened automation and reduced case volume.
The new digital services offered by NetApp have been met with overwhelmingly positive feedback, as 98% of users rated them as good or excellent. Furthermore, 96% of users found the usability of these services to be very or somewhat easy. Ayscue confidently states that "shift left" is a win for everyone involved.
Read this report to learn more about NetApp’s digital transformation.
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Keeping Employees Happy: The Key to Exceptional Customer Service
In delivering exceptional customer service, it is crucial not to overlook the vital role of happy and satisfied employees. Palma, an advocate for employee well-being, firmly believes that employees' happiness directly impacts the customer experience. Even the slightest negative encounter or a bad day for an employee can compromise the entire service delivery for customers.
Rather than focusing solely on the customer, Palma suggests a paradigm shift towards prioritizing the well-being of employees, whom he refers to as "internal customers." By creating an environment that values and nurtures employee satisfaction, organizations can foster a positive work culture that ultimately translates into satisfied customers. Palma aptly stated, "Our job is helping others be more productive."
While technological advancements and automation continue to reshape the business landscape, it is crucial to recognize that machines cannot replace the unique contributions of outstanding employees. While one device may be capable of replacing the work of 100 individuals, no machine can replicate the expertise, problem-solving abilities, and innovation that a single exceptional worker can offer. Automation and artificial intelligence (AI) can only replicate what already exists, while employees possess the capacity to provide creative solutions and drive innovation.
Palma's perspective is a powerful reminder that, despite the rise of technology, the human element remains irreplaceable. A company that values its employees and invests in their happiness and well-being lays the foundation for a workforce that is motivated, engaged, and passionate about their roles. Such employees are not only more likely to deliver exceptional customer service, but they also possess the potential to go beyond expectations, offering innovative solutions and driving continuous improvement.
To read more about Palma’s strategies, read this report: “Improving Support Experience Without Spending a Penny.”
Making Sustainability a Cornerstone of Business Operations
The importance of sustainability is rapidly transforming the way businesses operate. Jerome Soltani, senior vice president of US Services at Schneider Electric, highlights the crucial role that software can play in supporting customers on their journey. As more companies pursue sustainable practices, it is essential to understand how to translate that investment into tangible results.
While many companies invest in sustainability initiatives, only 7% of these programs deliver meaningful outcomes. Schneider Electric has taken a proactive approach to changing its value proposition by implementing a three-step strategy: strategize, digitize, and decarbonize. This holistic approach ensures that sustainability efforts are embedded throughout the organization, driving impactful results.
One key aspect of achieving sustainability goals is leveraging data to optimize energy consumption. The most significant opportunities lie in existing buildings, where businesses can implement innovative solutions to reduce energy usage and minimize waste.
Put simply, organizations need to think creatively and identify sustainable practices in their operations. Interestingly, specific solutions implemented for unrelated reasons can also have a positive impact on sustainability. For example, implementing online training programs not only enhances employee development but also reduces carbon emissions associated with travel.
According to Soltani, efficiency and cost reduction can seamlessly align with sustainability objectives. Customers are increasingly willing to pay a premium for products and services prioritizing sustainability, as they recognize the long-term benefits of reduced energy consumption and waste generation. Demonstrating the total cost of sustainability measures is crucial, as upfront capital expenditure can be justified by the return on investment achieved through energy savings and waste reduction.
Sustainable Customer Service Practices: Insights from TSIA Interact 2023
TSIA World Interact 2023 served as a catalyst for transformative thinking in the realm of support and field services, and much more. It is clear that those who embrace innovation, prioritize the well-being of their people, and make sustainability a cornerstone of their operations will be the ones to thrive. By staying adaptable and forward-thinking, companies can forge a path toward a customer-centric and environmentally responsible future. Let’s take the valuable insights gained from this conference and apply them to shape a brighter tomorrow for businesses, customers, and our planet.