Writing on product, delivery and AI adding real value
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I used to sit in sessions, take notes, then spend more time turning them into something useful.
Now I get to clarity in minutes, not hours. Instead of writing notes, I turn meetings into a visual story. Not everything, just what matters.
. The flow. The decisions. The turning points.
It's simple, but powerful. It forces you to focus on meaning, not noise. And it makes it much easier to share, align, and act.
This is something I've been leaning into more as part of how I use AI as a thinking partner, not just a tool.
So I built a reusable prompt to do exactly that. The prompt is a Visual Meeting Summary in Conference Sketch Style, created for Scenic Mind.
Curious if anyone else prefers thinking in visuals rather than notes?
#AI #ProductManagement #Meetings #Productivity #VisualThinking #Innovation #ThirdBrain
AI as a Third Brain
This competency framework is grounded in real use, not theory. It is shaped by what works when AI is applied in everyday work.
Progression is not defined by how much AI is used. It is defined by how well it is used.
The framework focuses on five practical areas.
- How clearly problems are framed before AI is applied
- How context is managed and carried forward
- How outputs are reviewed for quality and risk
- How AI is embedded into daily workflows
- How individuals help others adopt AI effectively across the business
At its core, the framework treats AI as a support system for thinking. It connects logical thinking, such as analysis, structure, and planning, with creative thinking, including ideas, exploration, and problem solving.
AI helps bridge the gap between concept and action.
The Third Brain model
The third brain model provides a practical way to understand how AI should be used.
Rather than focusing only on prompts or tools, it focuses on capability. What AI is helping people do and achieve.
Memory
AI acts as an external memory. It helps individuals and teams store, retrieve, and reuse information in a structured way.
Used well, AI becomes a reliable source of context. It reduces repetition and helps thinking build over time rather than starting from scratch.
Reasoning
AI supports structured thinking. It helps break down complex problems, compare options, and organise ideas clearly.
This improves clarity, reduces noise, and helps people think more effectively.
Execution
AI accelerates delivery. It reduces the time between having an idea and producing a usable output.
This can include creating drafts, analysing large volumes of data, or automating repeatable tasks.
Execution without thinking can create poor outcomes, so it must be balanced with reasoning and reflection.
Reflection
AI supports learning and improvement. It helps people review outputs, challenge assumptions, and refine their thinking over time.
Reflection ensures AI use improves rather than stays static.
Capability levels
The framework defines four levels of capability.
- AI Awareness
- Structured Prompting and Informed Use
- Prompt Engineering and Productivity Architecture
- Agentic AI, Enablement, and Governance Leadership
The key principle is simple. AI should support judgement. It should not replace it.
Source: AI Competency Framework by Scenic Mind
An AI release I helped take from initial product ideas and screen designs through to delivery has gone live. Outputs are easy, outcomes are what really matter.
Over the last decade, I have used AI to help businesses and their customers make better decisions that lead to better results. Not just experiments. Not just demos. Real products used by real customers.
This week, System1 Group’s Test Your Ad 2.0 has gone live. It is a major step forward and a release I have been part of.
What makes this different is not just the technology. It is how the technology is applied.
This type of capability creates an early evaluation step. It allows teams to explore options, filter out weaker ideas, and focus time and budget on what is most likely to perform.
It helps balance speed with confidence, using evidence to guide decisions before moving into market.
That shift matters. It means teams can spot signals earlier, understand where something is working, make changes before going live, and move forward with more confidence.
Alongside this, the platform introduces faster access to insight through a simple interface. It makes complex data easier to explore and act on without needing to dig through reports.
There is also a strong evolution in how results are presented. A clear timeline view highlights key moments and brings customer feedback into context. It makes insight easier to understand and easier to act on.
Built on real evidence
This is built on a large set of real world data and years of behavioural science. That gives you something very different.
Not just output. Evidence.
Not just insight. Direction.
Turning insight into action
This is where many products fall down. They generate interesting outputs but stop short of helping people act.
A big focus here was making insight usable. Clear, simple, and actionable.
Not just what is happening. What should I do next.
It also supports teams in having better conversations with customers. Human expertise still matters. It is just supported by faster, clearer insight.
Where the real value comes from
Technology on its own is not the differentiator.
The value comes from combining strong data with a clear, simple experience that helps people make decisions.
That is where behaviour changes. That is where value shows up.
My role in this journey
I led delivery across a number of these initiatives.
Working across product, User Experience, engineering, data, commercial, and legal to bring everything together.
A big part of the role was creating clarity. Taking complex ideas, aligning people, and turning that into something that works in the real world.
It is not just about building. It is about shaping the problem properly, making the output usable, ensuring trust and clarity, and delivering at scale.
The Third Brain in action
This is where my Third Brain thinking comes in.
AI supports better thinking. It does not replace it.
People still bring context, experience, judgement, and creativity. The best outcomes come from combining both.
AI as support. Humans in the loop.
Why this matters
We are moving into a world where speed is no longer the advantage.
Everyone can build faster. The advantage comes from making better decisions.
This is a strong example of applying AI in a practical way, turning data into something that helps people decide what to do next.
Really pleased to have been part of this and to see it now live.
The Moment Your Notes Started Thinking for You ⚡
Something just changed inside
They have launched AI Agents in beta until 3 May. This is not a small feature update, it’s a sizemic shift.
This feels like the moment your notes stopped being storage and started becoming a thinking partner.
✍️Not just auto writing
📝Not just summarising notes
💬Not just answering questions
These agents can operate across your workspace.
They can reason across pages.
They can take action on your behalf.
And this is where it gets interesting for product teams 👇
This is not about saving a few minutes drafting a document. This is about changing how work flows.
What happens when your backlog can be analysed automatically?
When insights are pulled together before you ask?
When context is carried across projects without you stitching it manually?
This could fundamentally change how all departments work 🚀
💥Powerful
🍺 Addictive
Over the next few days I will share a series of posts on my experiments over the last 48 hours. What this really means for product leaders, department heads and companies.
#AI #PRODUCTMANAGEMENT #NOTION #AIAGENTS #FUTUREOFWORK
🚀 The Modern CPO: From Translator to Value Creator
Enjoying catching up on some learning today. Today marked the first part of
’s AI Conference 🚀 Listening to many speakers on how AI is shaping the role.
One message stood out clearly. Product leadership is changing.
“No longer is it enough to act as the translation layer between technology and the business.”
For years, many Chief Product Officers operated between engineering and commercial teams, translating requirements, managing trade offs, aligning roadmaps.
That role is no longer sufficient and the expectation now is different.
Product leaders must sit inside the business model itself.
📈 They must move the needle on measurable outcomes
🎁 They must understand value creation at a structural level
One framework shared today was the "Value Stick", developed by a Harvard Business School professor.
It is simple, yet powerful. It frames business value across four levers:
Willingness to pay
Customer Delight
The goal is to increase willingness to pay and manage costs to boost margins while preserving customer delight.
🎯 They must move the needle on measurable outcomes.
🎯 They must understand value creation at a structural level.
is a great thought leader to follow on pivoting to measurable outcomes.
More reflections to follow as the conference continues.
AI is not the product, learning is 🚀
There is a strong push to include AI in every offering. It appears in most RFPs (Requests for Proposal) and long term partnership conversations.
But adding AI is not the goal, learning through skills such as active listening and problem solving. 🎯
We are currently running an experiment to test the market. Not to launch a finished product at the onset, not to prove we are clever, but to learn. 🧠
Prototypes exist to reduce risk.
Value. Do customers care.
Viability. Does it make commercial sense.
Usability. Can people use it easily.
Feasibility. Can we build and run it well.
Our current version is a learning vehicle.
After spending time with valued clients, listening carefully and discussing real use cases, it is already clear that it will evolve. 🔄
The level of fidelity should match the level of risk. Test what matters most. Do not over engineer the rest.
These iterations help us get it right.
Step by step. With evidence, not assumption. 📈
Discovery before delivery.
🚀 AI Will Not Transform Your Business
🔄 Unless You Transform Your Business
Many companies are not seeing real return from AI. Not because the technology is weak, but because they are only playing half the game.
Yes, AI has huge potential, every week brings new models, new tools and new promises.
Yet the impact often feels small.
🧠 Most organizations focus on AI literacy: Licenses, Training, Prompting skills. Everyone gets an assistant, that matters, it raises the baseline.
But most people use AI to improve what they already do. Faster emails, quicker slides, shorter summaries. Those are quick wins.
Some articles suggest AI does not reduce work, in many cases it increases it. People take on more and stretch their hours.
The real value sits elsewhere.
⚙️ Very few organisations redesign how work actually happens.
Not just automating steps, rethinking workflows, challenging approval flows and changing responsibilities.
That cannot happen in isolation, it needs cross functional collaboration. Clear problems, Intentional experiments, Strong leadership support.
It is slower and it feels riskier.
But this is where the real return lives.
🚀 The shift I am seeing
Some organisations are building structured AI Labs. Anthropic has spoken openly about this model. Cross functional teams exploring high impact use cases before scaling them.
We are building AI Champions in each department. Not just people who can prompt, People who understand the business problem, Who connect teams, Who challenge how work is done.
Upskilling is step 1️⃣, reinventing how the organization works is step 2️⃣.
AI success is 10 percent tools and 90 percent change.
Most companies focus on the 10 percent.
The winners will focus on the 90 percent.
Are you giving everyone an assistant or are you redesigning the way your business works? 🤔
🚀 Friday Inspiration
I've just seen this guide on using Seedance2 for AI video creation. Honestly, this feels like a proper level up.
🎥 Camera angles that feel intentional
💡 Lighting that looks cinematic
❤️ Emotion that actually lands and connects
It looks directed. Not generated.
From an advertising point of view, this could be big.
⚡ Faster creative testing
🎯 More variations for different audiences
💰 Lower production friction
🧠 More focus on ideas and impact
Are China leading the way in AI video right now? It certainly feels like they are pushing hard.
The bar for creative production just moved.
Happy Friday 🙌
#AI #AIVideo #Advertising #GenerativeAI #Seedance2 #System1
This really resonated with me 👀🧠
I do not see this as replacing a step in product work. I see it as changing where the detail lives or perhaps is efficiently reused.
The craft of product thinking does not go away. Problem framing, trade offs, customer understanding, and strategy still need strong human judgement 💭
What changes is how that thinking is expressed. Instead of pouring it into long documents, it is channelled into faster and more efficient forms of reuse.
That raises an interesting question for me 🤔
Who should actually own the prototyping execution layer. Is it the Product Management Team or the Development Team.
I wonder if this fits best within discovery work done in scrum team.
A short discovery sprint used as an experiment 🧪
Something designed to test movement on the north star ⭐ and real outcomes, rather than perfecting artefacts.
For me, the most valuable time a Product Manager has is still spent with end users.
Listening 👂, observing 👀, understanding real problems, and translating those insights into a clear strategy that adds customer value ❤️ and grows the business towards the North Star 📈
AI does not replace that! It simply gives us a more efficient place to put the thinking that follows.
Curious how others are experimenting with this shift 👀👇
#ProductManagement #Discovery #OutcomesOverOutputs
The Third Brain still needs you to read, write and rewrite
As I have been shaping prompts for my agent, one thing has become impossible to ignore.
AI does not replace thinking, it exposes the quality of it.
When I read back what I have written, the gaps show up fast. Unclear prompts point to unclear thinking. Vague language hides weak assumptions or understanding.
The left brain wants logic, structure, and sequencing.
The right brain wants intuition, creativity, and pattern recognition.
Reading and writing are what force them to meet.
Writing turns thought into something visible. Reading it back is where understanding is tested.
This loop matters:
- Write to expose what you think
- Read to see what was actually created
- Revise to remove noise, errors, or misunderstanding
- Iterate until you get something that is at the quality you require
AI can generate words. Only reading and rewriting sharpen meaning.
The Third Brain removes friction. But clarity still comes from applying effort.
If we stop reading carefully. If we stop writing things or applying our thoughts. If we skip review and iteration. We do not just lose quality. We lose judgement. We lose personality and our perspective.
So part of my experiment looks like this:
- Read more slowly
- Write more deliberately
- Review what I produce, enough times, even when it feels good enough
- Use AI to support the loop, not short circuit it
My agent is coming together. It helps me organise and iterate. But writing and rewriting are where understanding actually forms.
Without reading and writing, the Third Brain has nothing solid to amplify. With them, it becomes a force multiplier.
In a world where answers are cheap, which soft skill do you think becomes most valuable to protect?
Ever wanted a brain that does not forget 🤔🧠
We live in a busy world. We are doing more than ever before. The pace keeps increasing and expectations keep growing.
AI adds a third brain ✨
One that remembers everything you choose to give it. If you let it, it can hold your thinking, your decisions, your drafts, and your patterns over time. Not to replace you, but to reflect you back to yourself.
This is not about shortcuts or laziness. It is about amplification.
The real shift is not using AI to do the work for you 🤖
It is using it to help you think better, write clearer, and connect ideas that would otherwise stay scattered.
Treat AI as your third brain. Train it with your thinking. Then use it to go deeper, not always faster 🚀
#ThirdBrain #AIThinking #HumanInLoop #BetterThinking #AI #ThoughtLeadership
This image is funny But it also misses the real issue ⚠️
The problem is not that the machine is "unsafe".
The problem is that we keep putting machines into roles that require judgement, context, and responsibility. Then we act surprised when they fail.
AI is fast, fluent, confident.
It is very good at patterns.
It is very bad at knowing when being wrong really matters.
Like any powerful tool, it needs boundaries.
👉 Clear questions
👉 Clear refusals
👉 Clear ownership by humans
This is why writing matters.
This is why reading, reviewing, refactoring and iterating still matter.
And this is why thinking does not get outsourced just because something sounds confident.
The third brain 🧠🧠🧠 only works when the first two stay switched on.
Left brain. Right brain. The real shift in 2026 is building a Third Brain.
The left brain gives us logic, analysis, structure, and sequencing.
The right brain gives us creativity, intuition, and pattern recognition.
Both are powerful. Both are necessary. Neither is the problem.
The friction shows up in the space between them.
For most of my career, I assumed that friction was personal. Too many ideas. Thinking faster than the structure around me. Strong at direction, weaker at follow through.
Over the last few months, I have been running an experiment. I have taken 25 years across Product, Technology, User Experience, Customer Experience, and delivery, plus hands on AI experience over the last 5 years, and started shaping what I now call my Third Brain.
The Third Brain does not replace the left or right brain. It connects them.
The Third Brain
- Structures ideas without stifling creativity
- Removes cognitive drag so impact can scale
- Maintains context and memory across complex work
- Connects logic and creativity into one continuous flow
I have nicknamed mine Super Ted. Super Ted does not think for me. It does not make decisions. It does not replace judgement.
What it does is remove friction, so my time stays focused on outcomes, creativity, leadership, and communication.
This is still an experiment, and it is growing when I have spare time.
Over 2026, I will be sharing what I learn, including how to build out an AI Third Brain, how to use machine and AI as leverage and a true partner, and how fast thinking brains can work with themselves, not against themselves.
Just thoughtful exploration of how experienced people multiply impact.
Are we looking at a creative breakthrough in AI video Ads?
I have just seen this Sora vs Veo 3 comparison and it is not a small upgrade. It is huge.
From a System1 perspective, where emotion and effectiveness drive long term brand growth, this moment is key to its success.
Sora, OpenAI
- Glitchy visuals
- No sound
- Lacks emotional depth
Interesting technology, but unlikely to be emotionally effective.
Veo 3, Google
- Realistic motion and physics
- Expressive character visualisations
- Lip synced dialogue and sound
Feels like it can tell a story, not just generate a clip.
What does this mean for advertising?
Cost and production time could shrink.
Creative teams might shift from execution to quicker proof of concept.
AI might soon deliver creatives that test well emotionally.
Has anyone tested these models? Could this be the moment AI starts generating 5 Star Ads?
Let us explore this big change.
S1 Hackathon
Last week, I had the opportunity to lead a team of ten people during the first S1 48 hour hackathon.
The mission was to deliver actionable insights. We already had descriptive insights, but they needed more depth. We wanted to understand not just what happened, but why it happened.
The team
A diverse team was built across User Experience, Product, and Engineering. Each person brought a different strength, which helped the group move quickly and test ideas from several angles.
The approach
The team used an Agile Product Discovery approach. Progress was incremental, with stand ups every two hours to discuss progress, roadblocks, and small wins.
The result
The team delivered a working prototype that could improve S1 Guidance Reports. By automating parts of the process, the prototype could save around 12 hours of manual effort.
The hackathon showed the value of clear problem solving, diverse teams, and short feedback loops.
Las Vegas "The Sphere" - 2023 Game changer & 1st Global Brand Commercial Adverts!
A Las Vegas clash of the titans, for two global, innovative technology & gaming brands!
Microsoft vs Sony on "The Sphere".
Microsoft (XBOX) and Sony (PS5) are the first to run a global non sporting/music brand Commercial Ad on The Sphere in Las Vegas.
Since August 2023, The Sphere has gone viral across social media and news. Publicity went crazy, even more so after U2 played the first show at The Sphere - Las Vegas.
* The NFL Sunday Subscription Service was the first brand advert on The Sphere.
Last Thursday (19th October) Microsoft executed its XBOX Marketing campaign for TwitchCon. Then just a day later Sony released a campaign to launch their Spider-Man 2 game! One of Sony's exclusive headline games for the next gen console.
🚀 2023 - The rise of the world's most recognized Digital Billboard!!
Las Vegas (USA) has delivered a global market game changing engagement stunner!
Las Vegas (USA) has delivered an absolute ❤️ STUNNER ❤️ with The Sphere. Developed by Sphere Entertainment Co.
The building of The Sphere took several years, and cost in the region of $2.3 Billion.
The Sphere stands 366 ft tall. This architectural marvel offers a 360-degree canvas known as "The Exosphere" boasting 580,000 square feet of programmable LEDs.
The Sphere has unprecedented visibility, global reach, and endless customization possibilities. Advertising on the Sphere is an unparalleled way to engage audiences and make a lasting immersive visual experience.
Sphere Entertainment Co claim that when lit up (by over 1.2M bright LEDs), its highly engaging exterior screen (The Exosphere) can be seen from space. Most of us cannot go to space, however it can also be seen for miles across Las Vegas (via high rise casinos, hotels, tower buildings), and flights landing and taking off have a great vantage point.
The closest to this kind of digital billboard is Times Square (New York), Piccadilly Circus (London), and Tokyo with the rise of 3D billboards in 2021, now taking off in 2023.
What are the benefits of The Sphere?
The benefits of this new sensory approach to advertising include:
- Increased attention: 3D Digital Billboards make people stop in their tracks! The optical illusion in the digital content keeps the viewer's attention, allowing them to take in the brand message. Viewers are engaged and cannot turn away. This increases revenues and product & brand recognition.
- Engagement: People love interaction and eye candy. Bright 3D Digital Billboards provide this, boosting engagement and ultimately leading to increased sales for brands.
- ROAS (Return on Ad Spend): Brands using 3D Digital Billboards are driving higher return on ad spend. Statista predicts that by 2025, the annual revenue from 3D ads and images will increase by 3X.
Going from 2D to 3D adverts?
With the rise of immersive technology, how long will 3D ad trends continue to dominate?
3D ads are now the most promising solutions for advertising. Not only do you see the digital signage in person, but the best ads are now being videoed, photographed and published on Social Media platforms. Every shot is unique and from different vantage points. Whether it is from a hotel, plane, standing on the high street, or even driving — every photo and video is different due to the time of day.
2023 now sees the rise of 3D digital billboards. 2D ads are now second best to 3D; they are not engaging enough. Humans have always craved a multisensory experience, that inspires, either at home, when shopping or even on the commute to work.
3D Digital Billboards catch our attention, meaning we take in the message the advertiser is trying to get across and at the same time associate it mentally with the brand.
It's exciting to see this next generation, new revolution of digital ads in 2023! Microsoft & Sony are the first to start "The Sphere" advertising channel in Las Vegas. And wow, it has worked very well!
What does it cost a company to run an ad on these high reach/high engagement channels?
Super Bowl
In 2017 the average price of a 30 second ad was $5M, this has now risen to $7M in 2023.
The Sphere - Las Vegas
Microsoft and Sony are believed to have paid *$450,000 each for their marketing campaign slots on The Sphere.
Is The Sphere the new multi-channel, 24x7, 365 days a year version of the Superbowl?
The Superbowl has a captive market, before, during and after the match! It's regarded as one of the most influential advertising channels for raising awareness for products, brands, movies and TV shows. The match has a reach of circa 100M, then on top there is social media and news coverage which snowballs (viral) the "official" creative reach!
The Sphere is not just about reaching the people in Las Vegas, it's about making a global statement. Your business and brand will be associated with innovation and excellence.
So what does this all mean? What are the best ads?
I work for System1Group in the product delivery team. System1 Group is a highly established worldwide business, that has been operating for over 20+ years, testing ad creatives and offering consultancy to brands.
System1 Group helps protect and justify companies' marketing and advertising spend, helping them create the most influential and engaging ad campaigns.
System1 have created a leading PaaS product "Test Your Ad" that can test any form of advertising creative, from TV commercials, audio (radio/Spotify ads) and more recently social media digital ads and outdoor digital billboards.
Best Super Bowl Ads - as tested by System1
2021:
- Boston Beer - Your Cousin from Boston (⭐4.9)
- Cheetos & Doritos - Push It Flamin Hot (⭐4.9)
- KIA - Robo Dog Kia EV6 (⭐4.8)
- Universal Pictures - Jurassic Park Trailer (⭐4.5)
- Sketchers - On the road again (⭐4.3)
2023:
- Disney - Disney100 (⭐5.3) 👉 Part of "The S1 1% Ad CLUB" ❤️🔥🚀
- M&M's - Back for Good (⭐4.8)
- T Mobile - New Year New Neighbor (⭐4.7)
- Amazon - Big Game (⭐4.4)
- Paramount - Stallone Face (⭐4.2)
Summary
💲 Dollar for 💲 Dollar, The Sphere is the next generation, smart, innovative and potentially cost effective route for leading brands with million dollar marketing budgets.
Do I spend $7M on one Superbowl ad, once a year, or invest that $7M budget in a handful of HIGH REACH, HIGH ENGAGEMENT Sphere Ads for $450,000?
No brainer!
Whilst I don't have any stats to prove this, dollar for dollar, if executed well there should be an exceptionally high ROAS (Return on Ad Spend).
The big boys will surely spend the marketing budget on the Super Bowl alongside prime time advertising slots on The Sphere and other 2D digital billboards such as Times Square and Piccadilly Circus.
** Whilst I am employed by System1Group, my views, thoughts and ideas are my own and not necessarily representative of System1Group thinking or concepts.
Customers are changing, are you?
One key truth in the contact centre landscape is that customers are ever more demanding and have higher expectations than ever before. In order to really delight consumers (and stand out against the competition), organisations must keep looking for ways to improve and fine tune their customer experience and customer service.
After speaking to a number of Azzurri contact centre customers throughout January, I've noted seven key areas that organisations are looking to develop further in 2016 and beyond.
1. Next generation voice & video
WebRTC and Skype are growing in recognition. This technology opens up the ability for customers to quickly communicate directly from the company website. Keeping your website up to date and integrated with your contact centre is going to be essential for providing a great experience for your consumer. Allowing the customer to quickly engage with the contact centre, and being able to automatically supply any relevant details over to the agent are all things which can be achieved when combining voice and data using tools like Skype for Business or WebRTC.
2. Offer multi-channel options and grow multi-skilled agents
Although the most popular communications media is still voice (especially for older demographics), followed by email, there is a real growth in demand for consumers to be able to interact with the company via web chat, website, mobile, social media, Skype (or basically any channel of their choice). Giving the consumer different options to engage with you, simply and in an effective, integrated way is going to be a key differentiator.
No one channel is right or wrong, and to reach the widest range of consumers you need to offer the options your consumers choose to use. Consider your target audience and the importance of different channels for them. For example, 47% of customers will not call when they have a problem, turning first to the internet and social media and picking up the phone as a last resort.
3. Proactive customer experience
Customers expect every contact centre agent they engage with to know the history of their account and interactions and they don't like having to repeat themselves.
On the other hand, the contact centre agents must have a good understanding of both the customer and the media which the customer uses and engage with them on. There are different skills to responding on different channels and this can hugely influence the customer experience.
4. Mobile & tablet growth as a platform for engaging with contact centres
With mobile technology becoming ever more accessible and ubiquitous, the way people engage with contact centres is changing. Rather than just supplying "contact us" information to discuss a problem, companies that want to stand out will start providing a more integrated and consumer centric experience either from a dedicated mobile application or from a mobile friendly website.
5. Tailored experiences
Using big data and analytics to adjust the experience a customer receives to one which is unique to them is going to be a key growth area. For example, when you call into a contact centre you receive a more personalised queuing experience, hearing relevant offers and discounts on services or products which you have recently been browsing for while you wait.
6. Knowledge management
Demand for higher skilled agents that can handle various different types of contact will grow over the coming years. Agents will deal with less common issues, and supporting agents with better knowledge management/knowledge base systems are going to be vital to delivering a fast and efficient customer experience.
7. All-in-one contact centre software
Demand for a platform that can do it all in an efficient, pleasurable and meaningful way which helps support companies' CX programs is growing momentum. Companies don't want lots of suppliers; they want one solution that does it all.
The ideal all-in-one solution is media agnostic, and allows inputting of all media channels into the ACD or queuing engine. It ensures the media gets routed to the most appropriate agent for handling. It provides full collaboration and history of the contact and all the management information in one place. It also offers self-servicing functionality like IVR.
Make sure you investigate and understand how your contact centre solution maps to the demands and needs of your customer now and in the future.
My view of Contact Centre Expo 2015
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Browse the writing.
LET'S CONNECT
Good thinking is better when it is shared.
If something here resonates, or if you are working through a product, delivery, or AI challenge and want to think it through, get in touch. Scenic Mind is built on the belief that better conversations lead to better outcomes.
Neil Terry
Senior Business Analyst · Product leader · AI and delivery thinker
https://www.linkedin.com/in/neiljterry/
Havant, Hampshire