Technology

AI’s Customer Service Impact: Siddhartha Sharad on Disruption of Machine-Led Interactions

Published

6 months ago

July 1, 2024

Join Karla Jo Helms on the Disruption InterruptionTM podcast as she sits down with Siddhartha Sharad, a customer experience expert, to delve into the transformative impact of digital transformation and artificial intelligence (AI) on customer service. They discuss shifting from traditional customer service models to AI-enabled strategies, emphasizing the strategic balance between experimentation, employee engagement, and scalable AI implementation.

TAMPA BAY, Fla., July 1, 2024 /PRNewswire-PRWeb/ — In transformed organizations, research estimates AI could add up to $1 trillion in annual value, with revamped customer service as a major contributor. This transformation is driven by increased customer acceptance of machine-led interactions, the growing accessibility of related technologies, and an enhanced understanding of customer behaviors through expanding data pools. (1) Karla Jo Helms (KJ), host of the Disruption Interruption podcast, sits down with Siddhartha Sharad, a trailblazer in the field of customer service advisory and a distinguished leader in business transformation, to analyze the profound impact of digital transformation and AI on customer service. They explore how these technologies are unlocking untapped potential and driving unprecedented value. “For me, disruptive innovation is about continuous improvement and driving value for both the business and its customers. The fundamental principle behind this is to keep it simple, identify the problem first, and then focus on execution.”

Generative AI Revolutionizes Customer Service
Customer service has long been a critical aspect of business operations, traditionally focused on scale, efficiency, and delivering stellar customer experiences. However, the landscape is changing rapidly with the advent of AI. “The traditional model of customer service involved scaling capabilities by adding more people. But today, finding skilled labor is increasingly difficult, and there are inflationary pressures,” Sharad explains. “Now it’s about solving problems with technology and data capabilities to position organizations for long-term success.”

“For me, disruptive innovation is about continuous improvement and driving value for both the business and its customers,” Siddhartha Sharad states. “The fundamental principle behind this is to keep it simple, identify the problem first, and then focus on execution.”

Generative AI is set to revolutionize customer service by creating a mix of human, automated, augmented, and new high-value tasks. This technology enables companies to provide proactive, personalized service, enhancing customer engagement and reducing costs while requiring human oversight to ensure accuracy and ethical behavior. As generative AI evolves alongside its adoption, it will continuously disrupt industries, offering unprecedented opportunities for innovation and problem-solving, thus empowering companies to gain a competitive edge. (2)

Sharad notes that approximately 30-40% of customer interactions are complex and require a human touch, but the majority are repetitive and transactional, making them ideal for automation through AI.

Transforming Customer Service with AI
Sharad shares how implementing AI in customer service faces challenges, particularly in shifting the perception from a cost center to a value center. He discusses how organizations must move beyond pilot projects to achieve real progress, leveraging AI to enhance productivity, revenue growth, and customer experiences. Success in AI adoption requires effective communication, employee engagement, high-quality data, skilled talent, and sufficient resources, with significant advancements expected to automate up to 70% of customer service interactions in the near future.

Links:
Disrupting the $100B+ US Customer Service Industry Using AI, with Siddhartha Sharad
https://omny.fm/shows/disruption-interruption/disrupting-the-100b-us-customer-service-industry-u?in_playlist=podcast
LinkedIn: https://www.linkedin.com/in/sidsharad/
Company Website: https://www.westmonroe.com/

Disruption Interruption is the podcast where you will hear from today’s biggest Industry Disruptors. Learn what motivated them to bring about innovation and how they overcame opposition to adoption.

Disruption Interruption can be listened to in Apple’s App Store and Spotify.

About Disruption InterruptionTM
Disruption is happening on an unprecedented scale, impacting all manner of industries— MedTech, Finance, IT, eCommerce, shipping, logistics, and more—and COVID has moved their timelines up a full decade or more. But WHO are these disruptors and when did they say, “THAT’S IT! I’VE HAD IT!”? Time to Disrupt and Interrupt with host Karla Jo “KJ” Helms, veteran communications disruptor. KJ interviews badasses who are disrupting their industries and altering economic networks that have become antiquated with an establishment resistant to progress. She delves into uncovering secrets from industry rebels and quiet revolutionaries that uncover common traits—and not-so-common—that are changing our economic markets… and lives. Visit the world’s key pioneers that persist to success, despite arrows in their backs at http://www.disruption-interruption.com.

About Siddhartha Sharad
Siddhartha Sharad is a Customer Experience Expert who helps enterprises realize business value through technology automation and artificial intelligence. Siddhartha has built a strong reputation as a strategic client advisor, a true “problem solver” and a business leader with proven experience in fostering innovation-led growth.

Siddhartha’s recipe for success is simple: strike the right balance of problem-solving intelligence (IQ), emotional awareness (EQ), and execution focus (XQ). He’s honed that formula through hands-on experience running complex transformation projects and managing business P&Ls.

He successfully executed the turnaround of a Pharma & Life Sciences solutions business within 15 months by updating the customer service technology platform, revitalizing the workforce to deliver a better patient experience, and instilling a culture of innovation and change. Results achieved – $8 million in annual savings, 500% growth in the pipeline and a 10-point increase in client Net Promoter Scores.

He holds a Bachelor in Electrical Engineering from the Indian Institute of Technology, Mumbai and a Master in Business Administration from the Indian Institute of Management, Kolkata.

About Karla Jo Helms
Karla Jo Helms is the Chief Evangelist and Anti-PR® Strategist for JOTO PR Disruptors™. Karla Jo learned firsthand how unforgiving business can be when millions of dollars are on the line — and how the control of public opinion often determines whether one company is happily chosen, or another is brutally rejected. Being an alumnus of crisis management, Karla Jo has worked with litigation attorneys, private investigators, and the media to help restore companies of goodwill into the good graces of public opinion — Karla Jo operates on the ethic of getting it right the first time, not relying on second chances and doing what it takes to excel. Helms speaks globally on public relations, how the PR industry itself has lost its way, and how, in the right hands, corporations can harness the power of Anti-PR to drive markets and impact market perception.

References
1. Das, Avinash Chandra, et al. “The next Frontier of Customer Engagement: Ai-Enabled Customer Service.” McKinsey & Company, McKinsey & Company, 27 Mar. 2023,
2. Daugherty , Paul, et al. “Generative AI Will Enhance – Not Erase – Customer Service Jobs.” Harvard Business Review, 3 Apr. 2023, hbr.org/2023/03/generative-ai-will-enhance-not-erase-customer-service-jobs.

Media Inquiries:
Karla Jo Helms 
JOTO PR™ 
727-777-4619 
jotopr.com 

Media Contact

Karla Jo Helms, JOTO PR™, 727-777-4629, khelms@jotopr.com, jotopr.com

View original content to download multimedia:https://www.prweb.com/releases/ais-customer-service-impact-siddhartha-sharad-on-disruption-of-machine-led-interactions-302186985.html

SOURCE Disruption Interruption

Technology

Macrogen Consortium win tender for National Bio Big Data Project

Published

2 hours ago

December 23, 2024

Illumina is proud to be selected as sequencing technology partner to the Macrogen Consortium.

SEOUL, South Korea, Dec. 23, 2024 /PRNewswire/ — Macrogen a global healthcare company that specializes in precision medicine and Illumina Inc. (NASDAQ: ILMN), a global leader in DNA sequencing and array-based technologies, announced today that they are honoured to support the National Bio Big Data project by sequencing and analysing 145,952 Korean genomes.

The National Bio Big Data Project project has been running in Korea as a pilot project since 2020. During this period about 20,000 genomes were analysed, 10,000 of these including people with a rare disease. The ultimate goal is to enable precision medicine by building a reference genome for about 770,000 Koreans by 2028 and a total of 1 million by 2032.

“Being a part of this step change to improving public health in Korea through the voluntary collection and analysis of genomic, clinical and life record information from the general public, is paramount to ensure precision medicine becomes a standard of care for all Koreans,” said Changhoon Kim, CEO Macrogen.

“Illumina is pleased to be a part of the Korean bio industry ecosystem and to participate in such an important national project. We look forward to contributing to Korea by bringing our expertise and lessons learned from our direct involvement in leading pop gen projects around the world,” said Robert McBride, General Manager of Illumina Korea.

People across the globe have very similar genes but a small number of variants between populations can impact health. For example, some variants are associated closely with particular diseases such as cystic fibrous.[1]These variants can present differently in populations and have a significant impact on how individuals respond to medicines and treatments. Therefore, it is beneficial for Koreans to have information available that is unique to them.

Worldwide, the number of pop gen projects is expanding rapidly, including the UK, Japan, Singapore, Qatar, the United Arab Emirates, and Nigeria.

“Population genome projects are growing worldwide with many programs reaching significant milestones. But despite this inequity remains with the majority of genome datasets being of European descent. This means we have a lot of information how to develop drugs for European populations but this doesn’t translate in any meaningful way to other nationalities,“ said Robert McBride.

Population genomics provides a platform for industry engagement and investment, specifically in the pharmaceutical, biotechnology, and data sectors. By integrating large, diverse data sets and using advanced computing technology (such as artificial intelligence or machine learning), health systems and partners are optimally positioned to unlock the power of the genome even further, while improving quality of life and care and fostering economic growth.

“Precision medicine is changing how diseases are treated and this benefits everyone. For patients, treatments often work better when decisions are based around an individual’s genome, for drug companies it can reduce cost of development and for governments there are long term savings related to less waste and healthier patients,” said Changhoon Kim.

References

[1] https://www.genome.gov/about-genomics/educational-resources/fact-sheets/human-genomic-variation#:~:text=How%20do%20peoples’%20genomes%20vary,person%20responds%20to%20certain%20medications.

About Macrogen

Macrogen is a global genetic service provider, partnered with over 18,000 scientists in 150+ countries, and with more than 20 years of experience in the industry.

Established in 1997, from the Genome Medical Research Institute of Seoul National University, Macrogen has become a major service provider and consulting agent for government agencies, universities and research institutes around the world.

About Illumina

Illumina is improving human health by unlocking the power of the genome. Our focus on innovation has established us as a global leader in DNA sequencing and array-based technologies, serving customers in the research, clinical, and applied markets. Our products are used for applications in the life sciences, oncology, reproductive health, agriculture, and other emerging segments. To learn more, visit www.illumina.com and connect with us on X (Twitter), Facebook, LinkedIn, Instagram, TikTok, and YouTube.

About the Consortium

Macrogen Consortium members include the following companies: DNA Link, Theragen Bio, and CG Invites

View original content to download multimedia:https://www.prnewswire.com/apac/news-releases/macrogen-consortium-win-tender-for-national-bio-big-data-project-302335981.html

SOURCE Illumina

Technology

As 2025 IRS Mileage Rate Hits 70 Cents, Expert Warns: Ditch Risky Apps for Secure Paper Tracking

Published

7 hours ago

December 22, 2024

Gig economy expert Ed Ryder warns against the risks of mileage tracking apps, and advocates using paper-based tracking methods instead. He introduces The Big Mileage Form, a secure alternative developed over two years to meet the specific needs of food delivery gig workers. Ryder highlights recent tech failures, like the July 2024 global IT outage, to underscore the vulnerabilities of digital solutions. The press release also mentions Ryder’s significant mileage deduction using his form and directs readers to GigCoach.net for additional resources, including a consumer tutorial to drive better food delivery outcomes and a gig coach training program.

PHILADELPHIA, Dec. 22, 2024 /PRNewswire-PRWeb/ — As the IRS announces a standard mileage rate of 70 cents per mile for 2025, gig economy expert Ed Ryder, who has completed over 10,000 deliveries with his own car using major food delivery platforms, urges fellow gig workers to reconsider their mileage tracking methods. While acknowledging the convenience of digital solutions, Ryder advocates for a return to secure, paper-based tracking to protect valuable mileage deductions.

With the mileage rate at 70 cents, accurate tracking is crucial for gig workers and small business owners. Mileage apps seem convenient, but they risk data loss from outages, glitches, and cyber attacks. Many overlook these significant dangers.

“With the mileage rate increasing to 70 cents, accurate tracking is more crucial than ever for gig workers and small business owners,” says Ryder, creator of The Big Mileage Form. “While mileage tracking apps seem convenient, they come with significant risks that many overlook. Network outages, app glitches, and cyber attacks can jeopardize months of data.”

Ryder points to the July 2024 global IT outage as a prime example of technology’s vulnerabilities. “A faulty software update caused mass airline disruptions and impacted other industries, catching major corporations off guard. This incident highlights that even in our digital age, software isn’t infallible. For me, I simply won’t trust mileage tracking apps with my most important tax deduction.”

To address these concerns, Ryder developed a comprehensive, paper-based solution. “I spent two years perfecting The Big Mileage Form, tailoring it to the specific needs of food delivery gig workers,” he explains. “At 11×17 inches, it provides ample space for detailed record-keeping and, crucially, it’s immune to software glitches, data breaches, and ransomware attacks.”

Ryder’s meticulous paper-based record-keeping resulted in a mileage deduction exceeding $19,000 on his 2023 federal taxes. “All my business-related miles are thoroughly documented on paper. I’m fully prepared to defend this deduction in case of an audit. This level of confidence is what I aim to provide other gig workers.”

“In today’s digital age, sometimes the most secure solution is the simplest one,” Ryder concludes. “My form not only ensures data security but also prepares users for potential IRS audits. It’s time to reconsider the old-fashioned, but reliable pen-and-paper method.”

For those interested in learning more about effective mileage tracking and other aspects of gig work, Ryder offers valuable resources on GigCoach.net. These include a tutorial for consumers titled ‘Fair Deal Delivery,’ which provides insights on how to improve food delivery outcomes. Additionally, experienced food delivery couriers can explore Ryder’s gig coach training program. Visit GigCoach.net to access these resources and learn more about The Big Mileage Form.

Media Contact

Ed Ryder, Match Experiment LLC, 1 484-493-8740, hello@ideamaned.com, gigcoach.net

View original content to download multimedia:https://www.prweb.com/releases/as-2025-irs-mileage-rate-hits-70-cents-expert-warns-ditch-risky-apps-for-secure-paper-tracking-302337779.html

SOURCE Gig economy expert Ed Ryder

Technology

DATA BREACH ALERT: Edelson Lechtzin LLP Is Investigating Claims On Behalf Of Ascension Health Customers Whose Data May Have Been Compromised

Published

7 hours ago

December 22, 2024

NEWTOWN, Pa., Dec. 22, 2024 /PRNewswire/ — The law firm of Edelson Lechtzin LLP is investigating claims regarding data privacy violations by Ascension Health (“Ascension”). Ascension learned of suspicious activity on or about May 8, 2024. To join this case, go HERE.

About Ascension Health

Ascension is a prominent non-profit health system in the nation and operates under Catholic principles.

What happened?

On or about May 8, 2024, Ascension detected unauthorized activity in its computer systems. Ascension initiated an investigation, which included retaining consulting cybersecurity experts and notifying the FBI. The investigation determined that between May 7 and 8, 2024, a cybercriminal accessed files containing personal information about Ascension’s patients and employees. This information included names, medical records, payment details, insurance information, government identification numbers, and other personal data such as dates of birth and addresses. Approximately 6 million individuals have been affected by this data breach.

How can I protect my personal data?

If you receive a data breach notification, you must guard against possible misuse of your personal information, including identity theft and fraud, by regularly reviewing your account statements and monitoring your credit reports for suspicious or unauthorized activity. Additionally, you should consider legal options for mitigating such risks.

Edelson Lechtzin LLP is investigating a class action lawsuit to seek legal remedies for customers whose sensitive personal and patient data may have been compromised by the Ascension data breach.

For more information, please contact:

Marc H. Edelson, Esq.
EDELSON LECHTZIN LLP
411 S. State Street, Suite N-300
Newtown, PA 18940
Phone: 844-696-7492
Email: medelson@edelson-law.com
Web: www.edelson-law.com

About Edelson Lechtzin LLP
Edelson Lechtzin LLP is a national class action law firm with offices in Pennsylvania and California. In addition to cases involving data breaches, our lawyers focus on class and collective litigation in cases alleging securities and investment fraud, violations of the federal antitrust laws, employee benefit plans under ERISA, wage theft and unpaid overtime, consumer fraud, and catastrophic injuries.

This press release may be considered Attorney Advertising in some jurisdictions. No class has been certified in this case, so counsel does not represent you unless you retain one. You may select counsel of your choice. You may also remain an absent class member and do nothing now. Your ability to share in any potential future recovery does not depend on serving as lead plaintiff.

View original content to download multimedia:https://www.prnewswire.com/news-releases/data-breach-alert-edelson-lechtzin-llp-is-investigating-claims-on-behalf-of-ascension-health-customers-whose-data-may-have-been-compromised-302337976.html

SOURCE Edelson Lechtzin LLP