Live from Las Vegas it's the cube covering the AWS Accenture executive summit brought to you by Accenture welcome back everyone to the cubes live coverage of the AWS executive summit I'm your host Rebekah night we have three guests for this segment we have Jim Philips cloud architect Mutual of Omaha Roy Bacharach senior principle technology Accenture and Brian Bohan. Global business lead AWS thank you so much for coming on the show so we're talking about the transformation of the the contact center but before before we get started there let's tell. Our viewers a little bit about Mutual of Omaha your business your your your target demographic and what you do so so mutual maja one hundred and nine year old insurance company we have our biggest market segments are in the senior health space and then. In the the life. Space so we serve as customers with a wide variety and means every thumb everything from Medicare supplement policies so we have like seasonal surges in business and things like. That to to people who are concerned about like how do they how do they prepare for their their family for their life insurance needs and things like that so we've been around for quite a while predominantly. We'd been servicing our customer base through agents and as that shift occurs right we've been looking at how do we provide a much more finely focus view of the customer and emphasizing that within our contact centers with. The recent creation of our service practice so it was really just this idea of let's let's think about how to touch the customer in a different way that that was really the business imperative right so previously we. Had this this all started in 2016 when we decided to take a focus on the customer specifically from the service practice so instead of service kind of being like an overhead associated. With a product line what we decided to do is we decided to really have something where the focus was on the Indian customer experience and how we make that consistent across your interaction with Mutual of Omaha. That then led us to reevaluate how we were doing our contact centers and that's when we became involved with with Roy and Accenture to look at like what are options. To really kind of improve that experience for the customer so what a customer like you Mutual of Omaha comes to you Roy how what with with this business problem what how. Do you walk them through it and have them think about it okay so we you know typically start at the the top you know and understand not only the business strategy but their current state of their technology architecture and then you try to work through the specific gaps you know gap analysis what what are they missing to get them. There with Mutual of Omaha it was really they're being held back by their legacy on premise solution you know high levels of technical debt huge complexity to support maintain and to to make the changes yes it was in that analysis suite it was it was easy to see that the cloud was probably the best option. For them and did did Amazon connect immediately stand out so even initially when we were looking at add options for this Amazon Connect wasn't actually even on our list so that was something that was brought to our attention during the sort of short listing of candidates process and. Then you know when we really looked at it it just kind of blew our minds so you know Roy had mentioned about taking a look at the gap analysis so so as sort of like embarrassing or sad. As this may. Seem right the decision to do something is a lot easier when there are a lot of gaps and we had a. Lot of gaps between what we could deliver with our current technology solution and then what. Really the business strategy outcomes were we're wanting us to do so it did make a decision to look at completely sort of reinventing how we do the contact centers a lot easier. Position to consider Bryan. In terms of the nuts and bolts of making Amazon connect can you can you give our viewers a little sense about about really what is the infrastructure think about here so the interesting thing with Amazon compact is it's really the. The call center platform and capability that amazon.com has been using for a number of years and that we decided to commercialize and externalize to customers like Mutual of Omaha and so like a lot of things with AWS what's nice about it is that it's. It's you can start small you can layer it in and it can integrate into some of the existing technologies and investments that you've made it's not a rip and replace and then you can scale it as you see success and you can scale it up and down so it's. Very economical as well and so it's. An area where we're really excited to see me to of Omaha right on the cutting edge there but we're seeing you know with Accenture a lot of momentum with this with this platform and insurance financial services even as CPG companies become more focused on delivering services it's changing how they have to interact with customers so it's a great platform. For that a great starting place so Amazon a famously. Customer centric company so what are the kinds of you think o customers will love this but in fact you cut you were talking before the cameras are rolling there was a little bit of resistance so right so you have to think about like how do you how do you introduce this type of sort. Of radical change from what was traditionally just an exclusively a. Hands-on service process that was you know agents and contact centers with a an audience demographic that is not what you would think. Of as being like cutting edge in terms of technology adoption but we found through things like paying a lot of attention. To our call flow development. With Accenture paying a lot of attention actually to our voice tuning and getting the voice of the customer. To understand like what what that voice tuning and how well that worked we were able to actually get a more positive reception for the connect solution then we even. Over like professionally recorded voice talent on it so you do have to you have to. Address like all of the all of the like customer touch points within the contact center and think about how do you how do you manage the the change within your audience demographic and how. Do you how do you manage that adoption but you know it's it's your customers it's. Your agents how do you make them comfortable with the solution right because the you know customer can detect it and agents uncomfortable with the solution that they're using right how do you make this kind of really seamless so we took a we. Took a put a lot of emphasis on customer experience development as part of this we didn't we did not take any of our existing call flows and. Just and just put them in connect so all of our all of our power flows were we are detecting what are some of the best practices that have emerged because he has just pointed out so many of the kind of challenges of implementing this. New kind of approach and system with both clients and also the workforce itself I mean what would you say what is sort of your advice and it's the best practices that have emerged in terms of mutual Omaha's experience you. Know I think it's really start with the the desired customer experience that you want you know some start with that customer experience and then with. Amazon connect you know likes Amazon Web Services you can you can deliver that that experience so start there throw out you. Know the legacy call flows the ladies legacy IVR scripts and start from scratch we have you know customer experience at the top I'm on it and then you can get there yeah I would I would second at the because managing change internally organization if your focus is exclusively on what the customer experience is that shortcuts a lot. Of arguments within the organization about what's the right thing to do because you know if everybody tends to kind of sub optimize for whatever their stakeholder perspective is if you're clearly focused on what the customer is looking for that actually. Clarify is a lot what your internal conversations how do you three work together in terms of this this this try partnership Accenture AWS Mutual of Omaha how do you collaborate yeah I guess just from the partnership perspective like I talked about connect and. Cut and modernizing customer care is a really big focus area for us as a partnership and a big investment area so we've worked with Accenture and gotten their team's very much skilled up on the. New platform and they've done a great job of integrating it into their existing practice so now when we come to a customer like Mutual of Omaha we you know centers got a very strong point of view they've got nology skills behind it and. They know how this solution can solve customer problems and so that's that's my job is to make. Sure that foundation is there and then you know the team takes it from there really with the client yeah. I would say our. Experience with with the Amazon around this is they're really very interested in in the experience that we're having and how we can provide feedback around our particular use cases and understanding like what are the types of what are the types of things that would make our stuff more. Successful so because we work with a combination of health and life insurance products things like hip eligibility for services are a big deal for us and when you look at how the. Ecosystem is all tied together with connect that has really kind of we've gotten a lot of attention and help from Amazon with regards to dealing with like HIPAA and compliance issues associated with how we put the solutions together that's been. Really helpful for us I want to talk about the role of empathy in in this kind of technology because because as we know we are dealing at dealing with really difficult times in. People's lives that they are that they're in need of these kinds of products and services so how do you. Make sure that the that the technology is taking that into account so yeah that's like an excellent point so we tend to think of financial services products as kind of sort of emotionally neutral or cold even right but when you're dealing. With insurance and a lot of times you're dealing with people who are calling they're in a very emotional sort of situation the one of the things that is really good for that that we hope to leverage much more in the future is being able to get the transcripts of the conversations out so that we can. Understand as part using using that data that's coming from the. Interactions with the Lexx box and understanding that data as that customer works through the call flows to be able to look at how do we continue to improve these around how that customer is responding to it so that we can get to better customer experiences again like it's oftentimes a very highly emotional. Situation if you're dealing with like a life claims contact center you're dealing with somebody who's just recently experienced of a loved one and they as a result people's people's patience is really low. They're really stressed they're facing you know our demographic is selling final expense policies and that means that people are facing a lot of financial uncertainty in addition to emotional distress so being able to being able to take that information and use that to continually tune things for for delightful customer outcomes is really important to us so what's next for. Mutual of Omaha so really what's next for us is we're in the process of major migration of our. Contact center agents onto it once that is completed that allows us to kind of get. Rid of some existing technology debt with our with our on-premise telephony solution and then we really start to get into kind of the good stuff right so that's. Like integration with our customer portal it taking more advantage of what we want to do from from machine learning and AI perspective with regards to what we can get from the call data and the customer the customer interaction and really starting to kind of like make a huge jump in terms of. What that customer experience can be great well I look forward to hearing more about it at next year's executive summit yeah it would be great to be back Jim Roy Brian thank you so much for. Coming on the cube yeah thanks for having us I'm Rebecca night we will have more. From the AWS executive. Summit and the cubes live. Coverage coming up in. Just. A little.
▼Mutual of Omaha Company News
<ol><li> Jim Fowler Dies: ‘Mutual Of Omaha’s Wild Kingdom’ Host Was 87 Deadline</font></li><li><a href="/url/?u=https://www.hollywoodreporter.com/news/jim-fowler-dead-mutual-omahas-wild-kingdom-host-was-89-1209218" target="_blank">Jim Fowler, Host of 'Mutual of Omaha's Wild Kingdom,' Dies at 89 Hollywood Reporter</font></li><li><a href="/url/?u=https://www.omaha.com/news/metro/jim-fowler-longtime-host-of-mutual-of-omaha-s-wild/article_461704e6-00a8-526b-9ce5-3e7118fef879.html" target="_blank">Jim Fowler, longtime host of 'Mutual of Omaha's Wild Kingdom,' dies Omaha World-Herald</font></li><li><a href="/url/?u=https://www.ketv.com/article/jim-fowler-from-mutual-of-omahas-wild-kingdom-dies-at-age-89/27418564" target="_blank">Jim Fowler, from Mutual of Omaha's Wild Kingdom, dies at age 89 KETV Omaha</font></li><li><a href="/url/?u=https://www.washingtonpost.com/local/obituaries/jim-fowler-longtime-host-of-wild-kingdom-nature-series-dies-at-87/2019/05/09/4e8f2e26-726b-11e9-9eb4-0828f5389013_story.html" target="_blank">Jim Fowler, longtime host of ‘Wild Kingdom’ nature series, dies at 87 The Washington Post</font></li><li><strong><a href="/url/?u=https://news.google.com/stories/CAAqOQgKIjNDQklTSURvSmMzUnZjbmt0TXpZd1NoTUtFUWlQaE5qempZQU1FWEpMQTV3Z3FfUEZLQUFQAQ?oc=5" target="_blank">View full coverage on Google News</a></strong></li></ol>
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