The Art of the Doable: Chat GPT & Other Trends Transforming Retail Customer Service with Talkdesk

Contributed by Talkdesk 

In this exciting conversation, ‘The Art of the Doable: Chat GPT & Other Trends Transforming Retail Customer Service’, Talkdesk explores the latest trends in retail customer service, including generative AI and unified commerce, and their role in driving customer loyalty and lifetime value.

Liza Amlani, Preeti Padiyar, and Génesis Miranda Longo provide expert insights into:

  • How to use generative AI and other advanced AI applications to improve CX
  • Best practices for creating unified, seamless, and personalized service – in-store and online
  • How to aggregate, analyze, and act on customer data across all channels

This webinar is designed for retail business leaders, customer service professionals, and anyone interested in learning more about the latest trends and technologies in retail customer service.

Watch the Webinar Now

About Talkdesk

Talkdesk® is a global cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way. Talkdesk’s trusted, flexible, and innovative contact center platform leverages AI and automation to drive exceptional outcomes for their customers and improve the bottom line. Learn more and take a self-guided demo at www.talkdesk.com.

#MillenniumLive: A Healthy Life is Priceless

To most people, Mastercard is a payments network. The healthcare industry could certainly use a proven partner in innovation for a transformative time. Mastercard’s proven capabilities and expertise are helping healthcare organizations bridge a growing technology gap. Armed with advanced tools like predictive analytics, artificial intelligence, state-of-the-art cybersecurity threat detection, digital identity tools and flexible billing solutions, payers and providers can improve their business results by tackling critical challenges.

Marie Aloisi, EVP of Mastercard Commercial Solutions, Mastercard Healthcare Solutions, & High Growth Industry Verticals, joins the #MillenniumLive podcast to share how Mastercard Healthcare Solutions is dedicated to helping healthcare partners by bringing the scale and advanced technology of Mastercard to solve significant pain points across the healthcare eco-system. Marie also explains how Mastercard has been an innovator and industry champion for consumer-directed healthcare payments for over 20 years, and how her team is increasing Mastercard’s share of consumer-directed healthcare and payer to provider transactions. Marie also discusses how Mastercard is safeguarding patient and member health information.

Listen on Spotify, Apple, Amazon Music, and Google Podcasts.

About Mastercard

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

About Mastercard Heathcare Solutions

Mastercard is helping the healthcare industry bridge a growing technology gap. Armed with advanced tools like predictive analytics, artificial intelligence, state-of-the-art cybersecurity threat detection, digital identity tools and flexible billing solutions, we’re helping payers and providers improve their business results by tackling critical challenges. Mastercard works closely with providers, payers, TPAs, pharmaceutical companies and technology partners to deliver solutions that address key industry challenges. Their solutions are built in on proven assets and capabilities that have been deployed at scale in healthcare and across other diverse industries.

To learn more visit: http://www.mastercard.com

The Future of Retail Customer Service: Interactive and Unified with Talkdesk

Contributed by Talkdesk 

In their efforts to deepen customer relationships in the face of economic uncertainty, many forward-thinking brands have transitioned from helping customers in an efficient, yet seemingly transactional way, to understanding and engaging with each customer as an individual. Increasingly, they are looking to push service experiences further into ongoing interactive engagements that no longer feel like one-off interactions.

This Talkdesk Research report, based on a global survey of 303 CX professionals employed by Retail and eCommerce organizations with more than 200 full-time employees, explores brands’ evolving ambitions for customer service and the steps leaders can take now to be well-positioned for success going forward.

View Talkdesk’s interactive report to learn more about:

  • How leading brands are working to deliver interactive and unified customer experiences.
  • The issues brands are facing that undermine their existing customer service goals.
  • Why customer support is expanding beyond agents and store staff, and how to prepare.

Download and Read Talkdesk’s Interactive Report

About Talkdesk

Talkdesk® is a global cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way. Talkdesk’s trusted, flexible, and innovative contact center platform leverages AI and automation to drive exceptional outcomes for their customers and improve the bottom line. Learn more and take a self-guided demo at www.talkdesk.com.

What Matters At Work? Nursing Satisfaction Report from Our Partners at Ascom

Contributed by Ascom

Nurses are facing more challenges on the job than ever before. They’re facing increased and new stressors brought on by the pandemic. They need a workplace that works for them. A recent report by our partners at Ascom Americas finds three things hospitals can do now to relieve the nursing shortage. Download the report on Ascom’s website to learn more and download the webinar to learn more about how Ascom’s Healthcare Platform solutions can help.

About Ascom

Ascom is North America‘s leading healthcare Information and Communication Technology (ICT) provider, delivering integrated workflow intelligence via services and applications that connect and mobilize healthcare professionals to improve patient safety and satisfaction. Our research and development yield a broad range of innovative technologies for call systems, medical device integration, and wireless and professional messaging solutions designed to optimize mission-critical processes and boost clinician productivity.

Based in Research Triangle Park, North Carolina, Ascom North America is part of Ascom Wireless Solutions, a division of the Switzerland-based Ascom Group AG.

To learn more, visit ascom.us.

#MillenniumLive: Igniting A Digital Health Revolution with Validic

This week on the podcast, The Millennium Alliance is joined by Drew Schiller, CEO & Co-Founder at Validic who takes us through the mission to improve the quality of human life by building technology that makes personal data actionable. Drew discusses what challenges personalized care can address on both the patient and the provider level, while exploring Validic’s unique perspective on the measurable outcomes he’s seen from clients who prioritize data-driven patient care. Take a dive into this episode of #MillenniumLive to explore the platform-approach to simplifying personal health data.

Listen on Spotify, Apple, Amazon Music, and Google Podcasts.

About Validic

Validic is the healthcare industry’s premier technology platform for convenient, easy access to digital health data from best-in-class clinical and remote-monitoring devices, sensors, fitness equipment, wearables and patient wellness applications. Validic’s mission is to improve the quality of human life by building technology that makes personal data actionable.

Mobile health technologies are reshaping patient engagement and population management opportunities for healthcare companies. Validic is powering this ecosystem to allow for the accelerated deployment of healthcare companies’​ strategic initiatives.

Validic’s clients reach over 223 million people in 52 countries and include health systems and providers, payers, wellness companies, pharma, health IT companies, as well as app and device manufacturers. Validic connects to over 400 in-home clinical and mobile health devices and applications.

Go here for more information.

How Has The “Sharing Economy” Changed Financial Services?

In the digitally-driven world that we live in today, we are connected to each other more than ever before. Whether we are sharing rides via Uber, hospitality services via Airbnb, or products via eBay, we are easily connected with one another and support a new kind of economy that is changing the way we interact with goods and services.

“The sharing economy is proving to be the biggest business trend of all time; and as we say goodbye to 2017, we could look back on the year that saw potential valuations of this new economy soar to $2 trillion and to the battles in cities across the world to adapt to new models of accessing shared resources.” Sustainable Brands reports. 

This economy is referred to as the sharing economy, and just as the name suggests, it refers to all the services that are designed to be shared among consumers.

Where It All Began

As mentioned before, the sharing economy began when companies like eBay, Uber, and Airbnb arrived. These companies were developed with a common goal in mind: to allow consumers to be able to turn to a marketplace in order to exchange goods and services. Uber relies on a vast amount of drivers to carry out services, Airbnb provides rentals through an online marketplace where consumers have the option of sharing their home with potential renters.

These marketplaces opened up a new opportunity for the financial service industry. Once consumers started to rely on peer to peer relationships for their needs, the banking industry caught onto the fact that customers will go to other means of banking, besides a bank.

“By 2020, consumers will need banking services, but they may not turn to a bank to get them. Or, at least, maybe not what we think of as a bank today. The so-called sharing economy may have started with cars, taxis, and hotel rooms, but financial services will follow soon enough.” Investopedia reports.

Airbnb brought many changes to the hotel sector, just as Uber brought many changes to the transportation industry when it comes to supply and cost-effectiveness.

On the supply side, technologies like those that facilitate the sharing economy have given rise to cost-effective alternatives to traditional lodging and will put downward pressure on pricing power in the lodging sector.” Amp Capital reports.

The Sharing Economy Disrupts Financial Services

The digitally-driven sharing economy holds a real potential in the financial services industry. According to PwC, the sharing economy will be one of the most disruptive forces this sector has seen, 2020 and beyond.

“The sharing economy will be embedded in every part of the financial system,” PwC reports.

We have seen the fintech industry expand, as technology continues to grow. The fintech industry has emerged into the finance industry, offering a variety of new tools and services to customers. This relationship will continue to expand in a sharing economy, because peer-to-peer lending financial services firms will create new partnerships with these FinTech companies, expanding into traditional banks.

This relationship roots from the fact that customers are getting smarter when it comes to the options they have when it comes to a  digital front. In other words, some customers are trusting technology companies for peer-to-peer payments as opposed to traditional banks. A great example of a technology company emerging in the financial services industry is Apple. Apple has created a platform for iPhone users that allows consumers to transfer money in a seamless way. Ordinary individuals are able to raise funds and communicate with retail investors.

“Instead of using relatively high-cost bankers to broker the connection between those who have and those who want, the disruptors are using technology to make the match: faster, cheaper, and maybe even better,” PwC reports. 

Opportunities For A Sharing Economy

A sharing economy brings forward many opportunities and challenges. For starters, the sharing economy will help the future of work immensely. This means that the sharing economy will emerge and create better support systems for those working in a sharing economy because of the flexibility that this economy brings. The new platforms that emerge in this economy will benefit workers and create new work as well.

“How our work and business bring value to ourselves and to others, the benefits of being part of connected communities and the ability to pursue our passions so we can live the life we want will become ever more important as the sharing economy takes hold in 2018 and continues to transform our lives and our future.” Suistanable Brands reports. 

As we move into 2018, we will keep an eye on where sharing economy is going, and how businesses can benefit from such a unique structure.

ABOUT FSI TRANSFORMATION ASSEMBLY

C-level IT leaders in the financial services and insurance sectors are dealing with many Event Banner - FSI7 (1)challenges as digital transformation becomes an imperative. Understanding not only the convergence of Mobile, Social, and Cloud but also the possible implications of Artificial Intelligence, Machine Learning and Blockchain is vital to stay ahead of the competition.

Join us at FSI Transformation Assembly for updates on the latest digital technologies and strategies.

Download your copy of the sponsorship prospectus here for more information>>

#MillenniumLive: Rock, Roll, and Resonate with Modus

This week on the podcast, The Millennium Alliance welcomes a partner that brings innovation to the forefront to create digital experiences made to resonate. Jay Erickson, one of the founding partners of Modus and Chief Innovation Officer, shares the importance of a human-centered approach to drive digital transformation, generate new ideas, and solve business problems. With over twenty years of experience, he shares stories of some memorable collaborations with some amazing brands like Gibson, USAA and Sesame to create digital experiences that resonate, delight, perform and transform. Jay also dives into his interesting perspective on brand-to-demand marketing, the challenges organizations are facing, and how innovation is anything but buzzword. At Modus he also heads up the healthcare practice and has worked with clients from Cleveland Clinic, Ascension, Memorial Sloan Kettering, Pfizer, Amgen, GSK, Johnson & Johnson, Yale New Haven Health and The American Heart Association.

Listen on Spotify, Apple, Amazon Music, and Google Podcasts.

About Modus

Modus is a digital agency innovating at the intersection of people and product. We work side-by-side with leading and emerging brands to better understand their customers, define digital strategies, and build innovative products that drive businesses forward.

To learn more visit: https://www.modusagency.com/

Continuous Compliance and Monitoring Supports Growth and Leads to Improved Member Experience with Inovaare

Contributed by Inovaare

The healthcare industry in the United States is heavily regulated, with numerous federal and state laws governing healthcare operations, reporting, billing and patient privacy.

Compliance with federal and state regulations is essential for healthcare providers and payers to avoid costly penalties and maintain the trust of patients and members. However, compliance can be challenging due to the complexity of the regulations, the volume of data involved, and the need to maintain compliance across multiple locations and systems.

Read the full report here.

 

About Inovaare

Inovaare transforms complex compliance processes by designing configurable AI-driven automation solutions so healthcare organizations can collect real-time data across internal and external departments, creating one compliance management system. Inovaare’s comprehensive suite of HIPAA-compliant software solutions features best-practice regulatory processes to help healthcare organizations efficiently meet their unique business requirements, sustain audit readiness, reduce non-compliance risks and lower overall operating costs.

Inovaare offers highly configurable healthcare compliance automation solutions, which streamline and automate compliance and business processes and help healthcare organizations reduce risk, lower operational cost and increase compliance visibility.

Inovaare’s approach to CMS and state-level compliance is fundamentally different from conventional methods, because its systems enable compliance teams to monitor organizational performance at the source, in real time.

No more time lag. No more reliance on IT to create and deliver the reports you need. No more waiting on operational areas to send you KPIs you haven’t validated. No more wondering where your first-tier, downstream and related (FDR) delegated entities stand.

Inovaare empowers you with direct access to the operational data you need, in the form and format that meets your requirements — as well as CMS requirements — by delivering accurate, efficient compliance solutions in real time.

To learn more, visit inovaare.com.

#MillenniumLive: Redefining the Consolidation of Cloud Security

We’re delighted to have Bryce Hein, Chief Marketing Officer at Sysdig on the#MillenniumLive podcast this week! Bryce discusses strategies for cybersecurity leaders to help them ease their transition to the cloud. Sysdig has created a cloud security platform that uses insights from runtime to help customers consolidate cloud security. Bryce discusses the Gartner CNAPP Market Guide, launched in early spring to give some direction to the cloud security market which recognized Sysdig as a representative vendor. Bryce also shares strategic advice for CISOs in their cloud journeys, as well as where technology is going, specifically surrounding the expected release of “Cybersecurity Risk Management, Strategy Governance, and Incident Disclosure” rules from the SEC.

Sysdig secures and accelerates cloud innovation. Powered by Runtime Insights, our platform stops threats in real time and reduces vulnerabilities by up to 95%. Our roots are in runtime as the creators of Falco, the open standard for cloud threat detection. We apply Runtime Insights across the software lifecycle to prioritize vulnerabilities and instantly detect attacks. From shift left to shield right, customers rely on Sysdig to prevent, detect, and respond at cloud speed.

Listen on Spotify, Apple, Amazon Music, and Google Podcasts.

About Sysdig

Sysdig secures and accelerates cloud innovation. Powered by Runtime Insights, our platform stops threats in real time and reduces vulnerabilities by up to 95%. Our roots are in runtime as the creators of Falco, the open standard for cloud threat detection. We apply Runtime Insights across the software lifecycle to prioritize vulnerabilities and instantly detect attacks. From shift left to shield right, customers rely on Sysdig to prevent, detect, and respond at cloud speed.

To learn more visit: https://sysdig.com/

Douglas Jacobs, Chief Transformation Officer at CMS Keynotes Our Healthcare Providers Transformation Assembly!

The Millennium Alliance is excited to announce Douglas Jacobs, Chief Transformation Officer at CMS at will keynote our Healthcare Providers Transformation Assembly September 19-20th at The JW Marriott in Miami. 

Interested in joining this Assembly? Click here to request an invite.

About Douglas Jacobs

Dr. Jacobs is the Chief Transformation Officer in the Center for Medicare at the Center for Medicare and Medicaid Services (CMS). In this role, he helps to lead center-wide efforts to move the health care system towards value-based care, advance health equity, and promote delivery system transformation. Prior to this role, he was the Chief Medical Officer and first Chief Innovation Officer for the Pennsylvania Department of Human Services (DHS), where he helped oversee the state’s Medicaid program. Dr. Jacobs is a board-certified Internal Medicine Physician and has continued seeing patients throughout the pandemic. He was chosen by Governor Tom Wolf to help lead the Whole-Person Health Reform package in Pennsylvania. Under his leadership, the Department of Human Services created Pennsylvania’s first equity incentive program in Medicaid and also led the creation of a new program to incorporate community-based organizations to address the social determinants of health. When the COVID-19 pandemic began, he helped lead the Department’s response to the pandemic. He helped start a successful program that paired academic medical centers with long-term care facilities that was funded for $175 million by the state legislature. When the first COVID-19 vaccinations were approved under emergency use authorization, he helped lead the phased roll-out of vaccine distribution and implementation of vaccination programs for the most underserved Pennsylvanians. Dr. Jacobs has written and published articles in the New England Journal of Medicine, Journal of the American Medical Association, American Journal for Public Health, Health Affairs Blog, Washington Post, and New York Times. He graduated magna cum laude from Brown University and with distinction from UCSF’s School of Medicine. He has worked in several health policy offices in government, including ASPE at HHS, the National Academy of Medicine, and the Senate HELP Committee. He was previously selected as one of Forbes 30 under 30 in Healthcare.