The Art of Using AI to Build a Seamless Customer Experience with Dell

The Art of Using AI to Build a Seamless Customer Experience with Dell

Are you ready to unlock the secrets behind the AI-driven strategies transforming businesses today? As part of the TSIA INTERACT conference in Orlando, attendees had the unique opportunity to hear from Doug Schmitt, President of Dell Technologies Services, in an exclusive closing keynote. 

Whether or not you could catch the keynote, take the chance to tune into a special episode of TECHtonic, where host Thomas Lah dives deep with Schmitt to give you a sneak peek into what makes Dell’s approach to AI so revolutionary.

In this episode, you’ll discover the critical skills needed to master AI in today’s dynamic business landscape and how Schmitt and his team pioneered the deployment of AI within Dell Technologies. Take advantage of this enlightening conversation that prepares you to elevate your customer experience with AI. 

This blog will cover some of the key insights from this conversation, including: 

Listen to the podcast in the TSIA Portal for complete insights!

Smart Tip: Mastering AI in Business

To thrive in the AI-driven future, focus on acquiring skills that blend data science, coding, and process optimization. As you work to enhance customer experiences and drive organizational change, prioritize use cases that can deliver measurable outcomes. Stay agile and continuously adapt your strategy to unlock the full potential of AI in transforming workflows and business models.


Unlocking AI’s Potential: Insights from Dell

Are you curious about how AI is reshaping businesses from the inside out? In this engaging episode of TECHtonic, Doug Schmitt shares invaluable insights on Dell’s transformational journey to harness the power of AI. Here are some of the key takeaways from this enlightening conversation.

Operationalizing AI with a Purpose

Schmitt highlights how Dell’s approach to AI is centered on improving workflows and processes. Their strategy is to start with specific workflows, identify areas where AI can optimize efficiency, and apply AI capabilities in a targeted manner. This disciplined approach ensures measurable improvements and tangible ROI.

Essential Skills for AI Success

According to Schmitt, mastering AI requires combining specific skills, including data science and process optimization. Data engineers are crucial for ensuring clean, structured data, which effectively fuels AI algorithms. Understanding business processes and adapting them to leverage AI insights is equally essential.

Transformative Impact on Organizational Structures

Implementing AI isn’t just about adopting new technology—it’s about transforming organizations’ operations. Schmitt emphasizes that to leverage AI fully, businesses must be willing to change their existing models and processes, aligning them with the insights provided by AI to improve efficiency and drive growth.

Bridging the Gap in AI Adoption

The podcast also covered the growing divide between companies aggressively leveraging AI and those still experimenting. The key differentiator is how companies focus on AI’s skills, processes, and disciplined application to their workflows rather than just deploying technology without a clear strategy.

Related: AI’s High Stakes: The Future of Technology Business Models

How AI is Changing Business Workflows

In this episode, Schmitt also provides insights into how AI reshapes workflows and organizational structures, delivering impactful changes for companies like yours that can help you navigate this transformative journey.

Adapting to Changing Workflows

As you consider AI’s impact on your business, it’s clear that workflows are changing. Schmitt emphasizes that every tech professional should be prepared for how AI will redefine their job. It’s not about whether AI will replace roles but how it will transform the way you work, just as it has for researchers, product teams, and support staff at Dell.

Customer-Centric Transformation

The focus on enhancing the customer journey is crucial. AI allows you to remove steps that don’t add value and introduce features that make products and services more seamless. By leveraging AI, your teams can deliver a more satisfying experience, leading to happier customers.

Breaking Down Organizational Silos

Deploying AI creates a tighter relationship between product and support teams by aligning data, processes, and insights across the organization. This means blurring the lines between departments to achieve a unified, customer-focused outcome for your business. AI fosters collaboration, knitting together processes that were previously disjointed.

Embracing Organizational Change

As AI continues to evolve, your organization’s structure will change. Feedback from AI and data analytics will guide you in improving customer satisfaction by optimizing processes and workflows. Though it’s still too early to predict specific changes, your business must remain agile and ready to adapt to AI’s evolving impact on organizational structures.

This episode provides valuable insights into harnessing AI to enhance workflows and deliver better customer experiences. The journey requires an open mind, a willingness to adapt, and a focus on customer-centric innovation. By embracing these principles, you can position your business for success in the AI-driven future.

Related: Enterprise AI in Technology and Service Operations

Navigating the AI Journey

Are you embarking on your AI journey? In this podcast episode, Doug Schmitt discusses AI’s transformative potential in redefining tech companies’ operations to guide your AI transformation.

A New Generation of AI-Native Companies

The next wave of tech companies is AI-native, seamlessly integrating AI into their structures from day one. Schmitt predicts a seismic shift in organizational models as these companies set new standards for AI integration. It’s time for you to observe and adapt to these emerging models to stay competitive.

Customer-Centric Innovation

Dell emphasizes listening to customers and using AI to enhance their experience. By leveraging AI to automate tasks and remove inefficiencies, you can free up your team’s time to focus on delivering value directly to your customers.

As AI evolves, companies will need to adjust their structures. While Schmitt acknowledges the uncertainty of these changes, he stresses that AI will allow tech professionals to spend more time directly engaging with customers. How might AI reshape your organization to meet customer needs better?

Improving Internal Efficiency

AI can streamline internal processes, reduce delivery costs, and simplify customer experiences. By removing complexity from workflows, you can improve business outcomes and focus on providing value. This transformation is crucial for aligning teams and optimizing how they deliver solutions.

Choosing the Right AI Use Cases

The journey begins with selecting the proper use cases. Schmitt advises evaluating your use cases based on customer satisfaction, efficiency, and data readiness. You can create a roadmap that delivers measurable outcomes by focusing on achievable use cases with clean data.

A Multi-Year Transformation

AI adoption is a multi-year journey that requires incremental progress. Focusing on one use case at a time can build momentum, refine your data, and unlock new possibilities. Thomas Lah’s “Wheel of Success” framework provides a structured approach for navigating this journey.

By following these insights, you can start transforming your business with AI. Stay customer-focused, adapt your structure to the changing landscape, and select the correct use cases to make AI an integral part of your journey.

Related: Navigating the AI Landscape

Your Key Takeaways:

  • Master Essential AI Skills: To fully leverage AI’s potential, enhance your data science, coding, and process optimization skills. Combining these abilities will help you reshape your workflows and align your business processes with customer needs.
  • Select the Right AI Use Cases: Prioritize use cases directly impacting customer satisfaction and efficiency. By doing so, you can create a roadmap that gradually unlocks AI’s transformative power, ensuring measurable business outcomes.
  • Embrace Organizational Change: Be prepared to adapt your organizational structure as AI evolves. A customer-centric approach, guided by AI insights, will help you stay agile and ready to meet the challenges of the AI-driven future.

Ready for More? Tune Into the Full Episode on the TSIA Portal for Free!

If you’re eager to explore the future of AI in tech and learn how to integrate it into your business successfully, listen to this episode of the TECHtonic podcast. Doug Schmitt’s insights into Dell Technologies’ journey with AI will empower you to navigate the challenges and opportunities ahead.

Visit the TSIA Portal for the entire episode and uncover more insights that can inspire your AI transformation.

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