Join us as we dive into the evolving landscape of customer experience with Alannah Martin, Value Owner at Ovo Energy.
From applying Lean Six Sigma principles to tackling inefficiencies, to scaling conversational AI for real-world impact, we explore how technology and human-centric design drive innovation in service industries. Discover the secrets behind successful chatbots, operational alignment, and reducing cognitive load for both customers and employees.
Whether you’re a CX enthusiast or an automation advocate, this episode is packed with actionable insights and forward-thinking strategies for the new age of customer engagement.
In this episode
00:00 Intoduction
00:57 Welcome Alannah
01:57 What does a value owner do?
03:13 What is Lean six sigma?
07:43 Terminology of waste
10:40 Customer service expectations
13:00 Customer experience
18:18 The need for a chat bot
26:00 2022 – 2025 journey
32:21 Different use cases
34:28 Quantifying success
37:45 Value delivery
41:36 Tracking effort
46:36 Understanding customer situations
49:20 Increase adoption
58:00 The biggest challenge in chat / voice
1:04:05 Outro
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