The document discusses how AI is revolutionizing customer and employee experiences by enhancing communication, collaboration, and productivity. It emphasizes the importance of leveraging insights from customer experiences to improve employee engagement and underscores the need for organizations to adopt AI responsibly while fostering a culture of collaboration. Key strategies include measuring the value of AI, refining analytics and reporting capabilities, and ensuring compliance and privacy considerations are prioritized in AI implementation.

1. How AI is Transforming
Both Customer Experience
& Employee Experience
Richard Harbridge
2toLead Chief Technology
Officer & Microsoft MVP
Bridging The Gap
Steven Karachinsky
ZIRO Chief Executive
Officer & CX Expert
Webinar
Thursday November. 9, 2023 11:00 AM (EST)

2. AI Transforming CX & EX
What can we learn from Customer
Experience to get the most out of
Employee Experience?

3. Transferrable Knowledge
Our customer experiences teach us a great deal about how to communicate and
collaborate with our own people
Active Listening
Empathy
Proactive Feedback
Personalization
Empowerment
Consistency
Accessibility
Recognition and Rewards
Training and Support

4. CUSTOMER EFFORT SCORING
“The customer effort score outperforms the Net Promoter Score and Customer Satisfaction
measures in predicting behavior.” – Harvard Business Review
High
Low High
Predictive Power For Increased Spending
Predictive Power For Purchasing
Customer
Satisfaction
(CSAT)
Customer
Effort Score
(CES)

5. EMPLOYEE EFFORT SCORING
“An Employee Effort Score will outperform the Employee Satisfaction scores in predicting
behavior (and efficacy).” – Richard Harbridge (at Microsoft Ignite 2018)
High
Low High
Predictive Power For Increased Productivity
Predictive Power For Increased Engagement
Employee
Satisfaction
(ESAT)
Employee
Effort Score
(EES)

6. The CX Dilemma Requires Employees To Always Change
“One thing I love about customers is that they are divinely discontent. People have a voracious
appetite for a better way, and yesterday’s ‘wow’ quickly becomes today’s ‘ordinary.’” - Jeff Bezos

7. AI Is Not Going To Take Your Job
People who know how to use AI effectively are going to take your job.

8. Success With AI In Is About Collaborating With AI
For every one automation replacement opportunity inside an organization there are 10+ more AI
collaboration opportunities. Collaboration with AI can be hard, but it results in the best outcomes.
:

9. Post Generative AI Era Enables Us To Do More With Our People
When we collaborate with AI what it really means is how can we automate around the human
capability so that the human remains valuable and can do more and at a higher quality level.

10. Collaboration With AI Across Employee Experience Let’s Us Keep Up
This is how we catch up to the change driven by customers. Yesterday’s wow becomes today’s
ordinary, and with the significant increase in productivity, quality and adaptability we compete.

11. We need to take what we learn
from Customer Experience and
apply it to create a better
Employee Experience
AI Transforming CX & EX

12. AI Transforming CX & EX
How do customers and
employees talk to each other in
a post generative AI world?

13. Customer and employee interaction will evolve.
AI will handle efficiency, data analysis, and routine tasks, while humans will provide the
nuance, emotion, and deeper understanding that technology might not fully grasp.
AI Mediated Conversations
Augmented Human Interactions
Enhanced Personalization
Real-time Translation
Virtual Reality (VR) and Augmented Reality (AR) Interactions
Reduced Routine Interactions
AI as a Feedback Mechanism

14. Only 52% say they are satisfied with their virtual chat agents. Expectations are shifting rapidly as
customers and employees expect ChatGPT-like experiences. (Qualtrics Study)
ChatGPT & Related Technologies Are Upending Expectations

15. How We Create & Edit Business Documents Is Changing
When combined together humans and AI can lead to not just faster and more skilled
generation of communication through collaboration with AI, but better quality results.

16. It’s Not About More Content, But Better Content
We accelerate our start, and we get integrated assistance on how to drive from good past great.

17. How We Learn & Improve Our Work Is Changing
It can be used before, during and after to improve how we communicate. Providing us insights,
skills and the ability to listen, react and understand better as employees or communicators.

18. In essence the whole is greater than the sum of it’s parts. This is because other people’s capabilities
amplify our own and together, we deliver higher quality and better results when we collaborate.
Before Collaboration Might Have Been 1 + 1 = 3

19. AI Changes How We Collaborate
It enables access to skills and capabilities that increase productivity, deliver higher quality, and
change how we communicate, manage, and collaborate.

20. The way AI works is it gives each person their own contextualized and personalized collaborator,
one that has access to an incredible number of skills, information, and processing capability.
Collaboration With AI & Each Other Leads To Exponential Value

21. 1 + 1 = 3
AI x (1 x AI + 1 x AI) = Exponential Value
The way AI works is it gives each person their own contextualized and personalized collaborator,
one that has access to an incredible number of skills, information, and processing capability.
Collaboration With AI & Each Other Leads To Exponential Value

22. More importantly this shifts collaboration and meetings to higher value as the low value ones are
often offset by using AI itself. Many meetings are only people transacting skills – those low value
meetings are displaced over time and replaced by collaboration with AI.
Collaboration & Meetings Shift (Less Low Value & More High Value)

23. AI Transforming CX & EX
How do customers and
employees talk to each other in
a post generative AI world?

24. AI is changing how we work,
communicate, collaborate and
manage rapidly, if we embrace it
sooner we and our organizations
will be better off.
AI Transforming CX & EX

25. AI Transforming CX & EX
How do we unlock the value of
data, such as, voice, recordings,
transcripts and content with AI?

26. Analytics & Insights For Everyone
We are surrounded by insights. These help us make decisions and improve.

27. Analytics & Insights For Everyone
We are surrounded by insights. These help us make decisions and improve.

28. Success With AI & Knowledge Is About Collaborating With AI
Viva Topics is a great example where analytics, AI and automation come together to
save us time and give us richer and improved experiences.

29. It’s YOUR copilot or assistant. You can use it to augment how you engage in the meeting.
AI Accelerates Collaboration Before, During & After Meetings

30. It’s YOUR copilot or assistant. You can use it to augment how you engage in the meeting.
AI Accelerates Collaboration Before, During & After Meetings

31. Analytics For Leaders
Tools like Microsoft Clarity can add even more layers of analytics as can many other easy
additions to our core Microsoft 365 tools.

32. Success With AI & Analytics Is About Collaborating With AI
Tools like Microsoft Clarity can add even more layers of analytics as can many other easy
additions to our core Microsoft 365 tools. We can then use AI with the analytics themselves.

33. Analytics of direct or indirect signals exist all around us as well. Even things like human comments
can be analyzed and we can automate steps in how we engage with those analytics.
Success With AI & Reporting Is About Collaborating With AI

34. Success With AI & Management Is About Collaborating With AI
It can start from a simple place of catching up or aggregating the information you need, but then
you can take that further and use copilot to begin actioning it. Automating a set of activities.

35. Unlocking the value of voice and content
Unlocking the value of data, especially voice recordings, transcripts, and content using AI
involves a combination of techniques, tools, and strategies
• Data Collection and Storage
• Data Preprocessing (tagging and transcribing)
• Natural Language Processing (NLP)
• Search and Query Capabilities
• Data Visualization
• Insights and Recommendations
• Continuous Learning and Feedback
• Integration with Other Systems
• Data Privacy and Security
• Human-in-the-loop

36. AI Transforming CX & EX
How do we unlock the value of
data, such as, voice, recordings,
transcripts and content with AI?

37. With AI organizations can unlock
immense value and improve
decision-making, enhance customer
experiences, and innovate faster
AI Transforming CX & EX

38. AI Transforming CX & EX
How can we measure and
prioritize the best value from AI
agents like Copilot?

39. Your Title
Quick subtitle (what you intend to say more or less).
Measuring and prioritizing the best value from AI agents like Copilot requires a structured approach that aligns with
organizational objectives and considers both quantitative and qualitative metrics. Here's a suggested strategy:
• Define Objectives
• Quantitative Metrics
• Qualitative Metrics
• Consistency and Reliability
• Feedback Mechanisms
• ROI Calculation
• Continuous Learning and Adaptation
• Ethical and Bias Considerations
• Comparison with Alternatives
• Scalability and Future Potential

40. People Underestimate Analytics & Recommendation Tools We Have
Every experience we work with has analytics and recommendation capabilities we can use to
optimize as individuals, leaders and administrators. They also all have AI opportunities.

41. What Are The Skills We Need To Think About?
Which of the following skills do you think will be most essential for your employees to learn to
evolve with these potential changes? – 2023 Work Trend Index: Annual Report
Illustration by Manuel Bortoletti

42. How Will We Pro-Actively Support New AI Skills?
While capabilities like Copilot Labs will help us with prompt ideas and more, we have to take the
lead on establishing champion communities and help manage this significant change.

43. You will love the way we work. Together. ™
The distribution of collaborative work is often extremely lopsided. In most cases, 20% to 35% of
value-added collaborations come from only 3% to 5% of employees.
The Few Over the Many?

44. AI Transforming CX & EX
How can we measure and
prioritize the best value from AI
agents like Copilot?

45. AI should be rapidly and responsibly
enabled while we listen, learn and
adapt so we can target, champion,
amplify, and direct the best results.
AI Transforming CX & EX

46. AI Transforming CX & EX
How do we tackle responsible
enablement, compliance and the
right privacy approach when
leveraging AI?

47. Grounding AI In Organizational Data Makes A Difference
By leveraging your data we improve the quality of the prompt, and the quality of the response
while doing responsible AI checks, security, compliance, privacy review and command generation.

48. Think of plugins as a bridge. This could be a bridge between public data from the internet
and data a company keeps private or a bridge between a website and a back-end system.
Progress Is Accelerating With Plugins (ChatGPT has 900+)…

49. You will love the way we work. Together. ™
PHASE 1 - Modernize
0-6 months
PHASE 2 – Connect & Integrate
6-12 months
PHASE 3 – Intelligent & Automated
12-24 months
A summary of the initiatives planned over the next 24 months
Employee Experience Roadmap Sample
Digital Workplace
Strategy & Roadmap
Modern Navigation
(Custom Header & Footer)
Employee Preboarding
Portal(s)
Migrate & Develop
Intranet Content
Establish Digital
Workplace Backlog
Intranet Site, Page &
Team Template Design
Intranet Governance
Design & Planning
Viva Engage Premium Pilot
(For Leaders)
LEGEND
Foster Collaboration,
Connection & Engagement
Improve Communication,
Navigation & Search
Migrate
& Modernize
Establish An
Effective Foundation
Facilitate Governance
& Responsibly Empower
Viva Amplify Pilot
(For Leaders)
Employee Onboarding
Organization Portal(s)
Employee Onboarding
Departmental Site(s)
Digital Workplace
Directory (Release 1)
Digital Workplace
Directory (Release 2)
Viva Pulse Pilot
(For Leaders)
Viva Amplify Rolling Pilots
(For Everyone)
Targeted Search Experience
& Search Refiners
Intranet Navigation
& Search Design
Intranet Integration
& Solution Design
Intranet Content Design
& Migration Planning
Build Of Sites, Pages,
Teams & IA
Automating & Improving Onboarding,
Transfers & Offboarding Solution(s) (Release 1)
Viva Topics Pilot
(For Curators)
Bring Knowledge To Users In The Context
Of Their Work (Topics Broader Rollout)
Enhanced Intranet
Insights (Release 1)
My Links, Alerts &
Subscriptions (Release 1)
Digital Center Of
Excellence (Release 1)
Digital Center Of
Excellence (Release 2)
Targeted Viva
Learning (Pilot)
Viva Connections & Modern Intranet Launch

50. Compliance & Privacy
Tackling responsible enablement, compliance, and the right privacy approach when leveraging
AI is critical, especially given the far-reaching implications of AI decisions and actions.
• Governance & Accountability
• Privacy by design
• Transparency & Explainability
• Regular Audits and Monitoring
• Compliance with Regulations
• Stakeholder Engagement
• Ethical Considerations
• Training & Education
• Human in the Loop
• Data Management
Continuously Review & Adapt

51. Plan a roadmap and foster a culture
of responsibility and transparency,
to minimize risks and ensure the
rights and interests of all
stakeholders are upheld.
AI Transforming CX & EX

52. You will love the way we work. Together. ™
Download our free
80+ page whitepaper
Transform your Employee Experience
at every stage with Microsoft 365
and Microsoft Viva!
Download Today

53. INTERACTIVE
CHAT
Richard Harbridge
CTO & Microsoft MVP / 2toLead
Steven Karachinsky
CEO & Hassle-Free IT Expert / ZIRO
How AI is
Transforming Both
Customer Experience &
Employee Experience