Episode released on: 07. August 2023

• APPLE
• Spotify
• Amazon
• Google
• Stitcher

Introduction

In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni welcomes Federico Cesconi, the CEO and co-founder of Sandsiv+. The discussion revolves around the transformative power of technology in enhancing customer experience, with a particular focus on the potential of artificial intelligence (AI) and machine learning. A key take-away is Federico’s belief in the transformative power of AI in customer experience management. He states,

“AI can handle the ‘dirty jobs,’ freeing up professionals to focus on strategic activities that require human intelligence. This approach can make life easier for companies and provide immediate valuable insights.“

Federico Cesconi

Federico Cesconi

Federico Cesconi introduces himself as the CEO of Sandsiv, a company that has been in the market for 12 years. Sandsiv’s mission is to create a Customer Experience Management solution that supports a universal framework which was designed by Federico. The framework comprises different steps: capture, analyze, integrate, improve, and measure. Sandsiv targets big enterprise customers and has already several successful implementations around the globe.

This episode provides a deep dive into the potential of AI and machine learning in transforming customer experience management. It offers valuable insights on leveraging technology to enhance their customer experience efforts. Federico shares his values, discusses an article he wrote, reveals the “secret ingredient” in his solution, and talks about the future of his solution. He also shares about a book he wrote, titled “Start with the Customer.” The book is a collection of his experiences and learnings from implementing Customer Experience Management Projects over the past years. The book is available on Amazon.

Chapters

00:00 Introduction
00:33 Federico Cesconi Introduction
01:19 Federico Cesconi’s Background
02:38 Federico Cesconi’s Values
04:10 Motivation and Passion
06:00 Discussing the Article
11:41 The Secret Ingredient
13:14 The Role of Data Analysts and CX Professionals
15:50 The Development of the Solution
19:53 The Passion for the Topic
22:03 The Solution’s Availability
24:42 The Evolution of the Solution
27:27 The Future of the Solution
31:00 The Book Federico Cesconi Wrote
33:00 Golden Nugget

Guest Contact Details

Federico Cesconi can be reached via LinkedIn at Federico Cesconi LinkedIn

Golden Nugget

“My key piece of advice for everyone is to remember the importance of happiness in your daily life. When you wake up each morning, you should feel content and excited about what you’re doing and what you’re going to do. And when you go to bed at night, you should reflect on your day and feel a sense of happiness and satisfaction for what you’ve accomplished. This is the most important thing in life, regardless of financial success or any other factors. So, prioritize happiness above all else.”

Federico Cesconi

Summary of the Episode

After the introduction, the conversation shifts to an article Federico wrote a few weeks ago, titled “Detecting Pitfalls in Disneyland Paris Customer Journey in Less Than 60 Seconds.” Federico explains the concept behind the article, which involves using large language models like GPT-3 to analyze customer feedback and extract valuable insights about customer sentiment and topics. The model also identifies the customer journey phase, touchpoint, and labels, providing a comprehensive overview of the customer experience.

Federico also discusses the “secret ingredient” in his solution, which is a framework that allows easy integration of large language models into existing IT environments. This framework makes it easier for companies to leverage AI in their customer experience management efforts. “The secret ingredient is the framework that we have developed that allows you to integrate these large language models into your existing IT environment,” Federico explains.

The discussion also touches on how this technology can change the role of data analysts and CX professionals. Federico believes that AI can handle the “dirty jobs,” freeing up professionals to focus on strategic activities that require human intelligence. This approach can make life easier for companies and provide immediate valuable insights. “AI is not replacing human intelligence, but it’s enhancing human intelligence,” Federico emphasizes.

Federico reveals that the solution is still in the R&D phase, but he hopes to launch it by the end of the year or early next year. He believes that this solution can be a game-changer, providing a convenient and efficient way for companies to improve their customer experience. “We are still in the R&D phase, but we hope to launch it by the end of the year or early next year,” Federico says.

Looking into the future, Federico predicts that in 10 years, the interaction with technology will be entirely different. He envisions a world where computers and keyboards are no longer necessary, and people can interact with technology through speech. “In 10 years, we will interact with technology in a completely different way,” Federico predicts.

Finally, Federico shares about a book he wrote, titled “Start with the Customer.” The book is a collection of his experiences and learnings from implementing Customer Experience Management Projects over the past 10 years. The book is available on Amazon.

This episode provides a deep dive into the potential of AI and machine learning in transforming customer experience management. It offers valuable insights for C-Levels, transformation experts, and CX professionals on leveraging technology to enhance their customer experience efforts. Federico’s passion for customer experience and his innovative approach to leveraging technology make this episode a must-listen for anyone interested in the future of customer experience management.

#customerexperience #leadership #cxgoalkeeper #transformation #podcast #DigitalTransformation #CustomerExperience #Leadership #Innovation #LifelongLearning #Networking #ChangeManagement #BusinessStrategy #OrganizationalCulture

• APPLE
• Spotify
• Amazon
• Google
• Stitcher