Jakomi Matthews joined us for this episode of Engati CX. We discussed why organizations should focus on value rather than just looking at fancy new technologies. We spoke about the need for value-driven organizational transformations.
Jakomi Mattews is a Senior Product / CX / innovation / strategy executive with verifiable year-after-year success achieving revenue, profit, and business growth objectives within start-up, turnaround, and rapid-change environments across; eHealth, SaaS, eCommerce, Web and Mobile.
He’s highly successful in building relationships with CXO decision makers, seizing control of critical problem areas, and delivering on commitments.
Customer-focused and performance-driven, Jakomi has led and motivated worldwide teams (50 FTE’s +) and managed P&L for business divisions.
Value Driven Transformations- A Video With Jakomi Matthews
This section will contain a summary of our interview with Jakomi Matthews. But, if you’d rather listen to the entire interview, our Spotify Podcast is embedded below the summary.
Everyone is now jumping onto Digital transformations? How would you advise organizations to go about planning for their Digital journeys? Which functions would you start first on?
Rather than just focusing on Digtal Transformation, businesss should first build internal alignment. They need to have that alignment right from the board room to the shopfront.
Align yourselves around present pain-points and potential solutions. Then, go out and research what actually delivers value to your customers from their perspective, not your business’s.
Now, you can transform your business in a way that actually drives value to your customers. These transformations can (and likely will) involve digital technologies, but you need to make the transformation keeping value in mind.
You can pick the functions to start transforming by using a Jobs-To-Be-Done framework . The jobs to be done can be prioritized around two factors- The level of importance of the job to be done and the level of satisfaction associated with getting the job done.
You do this by surveying the users and then calculating the satisfaction gap. The satisfaction gap is essentially the difference between the level of importance and the level of satisfaction.
Satisfaction Gap = Level of Importance — Level of Satisfaction
What are the key elements of a successful CX strategy and implementation? How would you define and measure success?
Proper internal organizational alignment is the most important element when it comes to the implementation of any strategy. Without that, there’s a high chance of the strategy failing.
When it comes to defining sucess, we should stop just looking at business metrics and start looking at customer metrics too. We need to delve deeper into what the customers actually want.
We need to look at customer lifetime value. Is the business actually delivering on it and is the duration of the customer lifetime increasing along with an increase in revenues?
Jakomi defines success by solving customer pain points and delivering real value to customers.
Chatbots and automation are being increasingly adopted for lead capture and customer service support, do you see significant adoption in industries in Australia and what industries are leading their adoption?
Jakomi says that he sees a lot of businesses using chatbots in Australia, but there is room for improvement. Organizations should use chatbots as a first line of customer support.
But, the bots should be set up for a proper hand-off to a human agent in case a user sends a complicated query. Without a live chat function like Engati’s, a chatbot could possibly create a negative experience for the customers.
Create Positive Experiences
According to Jakomi, chatbots can create smooth and powerful customer experiences, especially when equipped with the capability for live chat. Start exploring Engati’s chatbot building capabilities and embark on your journey towards positive customer experiences.
Value-Driven Transformations- A Spotify Podcast with Jakomi Matthews
Hope you got a good idea of what you need to keep in mind while implementing organizational transformations. Engati CX will be back with a new expert in a new episode soon. Stay tuned.
Find Jakomi Matthews
Jakomi Matthews is a great resources when it comes to organizational transformations and customer experience. Reach out to him on LinkedIn to see how he could help your business.
More from Engati CX
Joe Pine, the author of The Experience Economy, spoke to us on the art of creating personalized experiences at scale.
Check out the interview here.
Originally published at https://blog.engati.com on May 28, 2020.