Transforming customer service with data, AI, and Amazon Connect (AIM118)
Digital Transformation of Customer Service and Operations
Vision and Objectives
FPL's vision is to create the best customer and employee experiences that can withstand the test of time
This involves providing omni-channel, contextual experiences where customers feel they are interacting with an intelligent and smart brand
The goal is to maintain or improve current operational metrics while transforming the customer and employee experiences
Execution Approach
Structured with journey owners, channel-specific product owners, and work stream leads to ensure alignment between customer journeys, value streams, and execution
Strong emphasis on designing customer and data journeys to inform prioritization and technology decisions
Technology Strategy
Moved from on-premise, best-of-breed applications to cloud-based, integrated platforms
Enables unified data model, reduced technical debt, and scalable compute
Prioritized platforms over custom-built solutions, with willingness to compromise on some functionality for long-term benefits
Adopted a "build once, deploy multiple times" API strategy for reuse and composability
AI and Analytics
Hybrid AI approach using both conversational AI and generative AI to enable natural language interactions and contextual experiences
Leveraging AI not just for customer experiences, but also for internal efficiencies in the delivery lifecycle (e.g. design, testing)
Shift from post-event analytics to real-time, contextual insights to influence customer interactions in the moment
Data Strategy
Prioritized data journeys alongside customer journeys to ensure the right data is captured and available for predictive models and omni-channel experiences
Invested in specialized, low-latency data stores and APIs to enable just-in-time data availability across channels
Change Management
Secured strong executive sponsorship and involvement to drive organizational change
Partnered with change management firms to assess cultural readiness and focus on key areas
Balanced fighting critical battles with strategic retreats, recognizing that not every battle can be won upfront in a large-scale transformation
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