Lisa N. Michaud
@lisanmichaud.bsky.social
AT WORK: Product Director #omnichannel #ConversationalAI #contactCenter #AI #NLP #CX #womenInTech
AT HOME: #DnD player/DM, amateur #communityband musician | #SF/F #writer | #audiodrama #voiceactor #VA
AT HOME: #DnD player/DM, amateur #communityband musician | #SF/F #writer | #audiodrama #voiceactor #VA
Gamber: Roadmap: agents (including in the store) will have in front of them purchasing and service history AND the emotional journey of past contacts when facing an incoming conversation 6/
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October 21, 2025 at 4:15 PM
Gamber: Roadmap: agents (including in the store) will have in front of them purchasing and service history AND the emotional journey of past contacts when facing an incoming conversation 6/
#FrostCC
#FrostCC
Gamber: pilot “customer rescue” program put agents calling back customers after failed calls, with very high CSAT and sales results, but at too high a cost 3/
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October 21, 2025 at 4:03 PM
Gamber: pilot “customer rescue” program put agents calling back customers after failed calls, with very high CSAT and sales results, but at too high a cost 3/
#FrostCC
#FrostCC
Gamber: with 26mil annual call volume, phone is still their primary channel, and many of those calls ring to the store; 3.1mil went unanswered and this is a retention risk 2/
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#FrostCC
October 21, 2025 at 4:01 PM
Gamber: with 26mil annual call volume, phone is still their primary channel, and many of those calls ring to the store; 3.1mil went unanswered and this is a retention risk 2/
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October 21, 2025 at 12:11 AM
Hightower: move an audience starting with anchoring in the organizational purpose, then revealing with emotion (making it relatable), then call to action; people are 22x more likely to remember a story than a stat 2/
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#FrostCC
October 21, 2025 at 12:02 AM
Hightower: move an audience starting with anchoring in the organizational purpose, then revealing with emotion (making it relatable), then call to action; people are 22x more likely to remember a story than a stat 2/
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#FrostCC
Massey: do a “napkin sprint” with starting to observe the users Monday, have a sketch of a solution by Thursday, for feedback from the users on Friday; create an experience council of 5 customers, 5 frontline employees, ask them questions every month 5/
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October 20, 2025 at 11:40 PM
Massey: do a “napkin sprint” with starting to observe the users Monday, have a sketch of a solution by Thursday, for feedback from the users on Friday; create an experience council of 5 customers, 5 frontline employees, ask them questions every month 5/
#FrostCC
#FrostCC
Massey: engaging in design thinking at UPS yielded 50% fewer development iterations and 3x faster decision making; do not send a survey; instead, watch the users work so you understand their reality 4/
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October 20, 2025 at 11:37 PM
Massey: engaging in design thinking at UPS yielded 50% fewer development iterations and 3x faster decision making; do not send a survey; instead, watch the users work so you understand their reality 4/
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#FrostCC
Massey: make the users design partners; UPS held virtual watch parties, getting the execs to sit down and watch customers struggle to use their digital resources; “opinions and egos die quickly” 3/
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#FrostCC
October 20, 2025 at 11:34 PM
Massey: make the users design partners; UPS held virtual watch parties, getting the execs to sit down and watch customers struggle to use their digital resources; “opinions and egos die quickly” 3/
#FrostCC
#FrostCC
Kemp: Are you actually focused on delivering what your customers want? Do they care about a revamped website? Talk to them; it may not be the fancy innovations but just on-time deliveries. 2/
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#FrostCC
October 20, 2025 at 4:52 PM
Kemp: Are you actually focused on delivering what your customers want? Do they care about a revamped website? Talk to them; it may not be the fancy innovations but just on-time deliveries. 2/
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#FrostCC
Albertson: E = Empathy; change is hard on people and you need to build trust (AI can act with empathy but humans can genuinely empathize) 5/
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October 20, 2025 at 4:25 PM
Albertson: E = Empathy; change is hard on people and you need to build trust (AI can act with empathy but humans can genuinely empathize) 5/
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#FrostCC
Albertson: R = Resilience, stay steady under pressure, lead longer, create space for recovery (76% of people say they’re sometimes burned out) 4/
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October 20, 2025 at 4:23 PM
Albertson: R = Resilience, stay steady under pressure, lead longer, create space for recovery (76% of people say they’re sometimes burned out) 4/
#FrostCC
#FrostCC
Albertson: How to lead in this era? CORE. C = Clarity; understand the change and the purpose in what you’re doing; cut through the noise; what is the true north that anchors the decisions?
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#FrostCC
October 20, 2025 at 4:20 PM
Albertson: How to lead in this era? CORE. C = Clarity; understand the change and the purpose in what you’re doing; cut through the noise; what is the true north that anchors the decisions?
#FrostCC
#FrostCC