AI-Powered Analytics and Chatbots

I'm an AI novice but finding great value in using ChatGPT* and Bard to analyze both my and reps I coach calls. Gong recently added some AI into their Highlights tab. It's okay and sure to get better, but I still copy/past transcripts into Bard for more insights. Here's what I'm doing. To the power users reading this, please provide your recommendations in the comments (looking at you Marcus Cauchi). 1. Paste call transcript into Bard. Ask: Please provide a summary; what problems the customer has that were explicitly spoken; what questions I (or rep name) asked that got the best results; what questions could I/he have asked to get at problems? 2. Review and ask follow-up questions to Bard. Examples: What are the impacts to the customer of changing to our service that were talked about? Impacts of not changing? Considering the company and role of the customer, what problems and impacts may they have that we didn't discuss? What questions can I ask to get to those problems and impacts? How urgent did the prospect seem? Who else is involved in purchasing? ... Was this discussed? ... Who should be included? ... How can I ask that next time? And on and on. Ask it both about what was discussed and what should have been discussed. Ask it to analyze similar buyers in the industry and their challenges and apply to this meeting; what did I miss? Bottom line: use the AI to analyze and coach your calls. *The free ChatGPT has a character limit but Bard doesn't seem to right now so it's why I've been using Bard for these analyses. #sales #salestips #chatgptprompts #bardprompts

Want to know what customers think about your brand and your competitors' brands? In just 15 minutes, you can uncover key insights from data that might be right under your nose with the help of AI. Unsure where to start? Begin with the resources you already have: ► Customer Feedback - Reviews, social media comments, and survey results (e.g., market research, CSAT, NPS) ► Customer Interactions - Transcripts from interviews, calls, and advisory board meeting notes ► Published Content - Case studies, customer quotes in articles ► Other Relevant Data Sources Note: If you're dealing with sensitive information, remember to redact and anonymize it prior to using AI. Here’s a practical example using Asana and its publicly available customer reviews on Capterra: Review the screenshots in the carousel below to see how my team and I used ChatGPT (GPT-4) to extract: ► Asana pros and cons with word clouds plus ideal customer profiles ► Table summarizing previous vendors, reasons for switching, and alternatives considered ► Tables highlighting potential customer inquiries at different funnel stages, value propositions (old way, new way, quantification ideas), and objection handling FAQ This process involved simply copying and pasting customer reviews into a document, uploading a PDF version to ChatGPT, and providing clear instructions on the insights I wanted to extract. The entire process took about 15 minutes and the results are grounded in insights from the customer reviews. Expanding your analysis: While this example focuses on reviews, consider analyzing other types of customer data to gain a comprehensive understanding of your customers and competitors. Remember: The quality and diversity of the data you provide will directly impact the insights generated. To ensure a well-rounded understanding, consider using a wide range of data sources that cover different aspects of the customer experience. AI can quickly help you start, but it’s just the beginning. Human oversight is crucial to guide, challenge, double-check, and collaborate with AI for the best results. After reviewing the AI-generated insights, you might identify gaps or areas needing deeper analysis, which you can then explore further. Have you used AI to gain customer or competitive insights? What worked and what didn’t? Share your experiences and tips in the comments below. For collaboration on inspiring your teams with applied AI in sales and marketing, feel free to reach out to me, Tahnee Perry, or Daniel O'Neill. #CustomerInsights #CustomerReviews #CompetitiveAnalysis #AIAnalytics #ResponsibleAI #GrowthPathPartners

In my work at ServiceNow, we continuously host executives in our global innovation centers. AI and AI use cases are the top topics everyone wants to explore. Innovative leaders seek to understand how AI can help them reimagine operational and business models entirely. I wanted to share some interesting examples with you in this edition of AInsights. 💡 (Link at the end 👀) The world’s largest mining company used ChatGPT to analyze its leadership framework and improve employee experiences. IKEA deployed AI in customers service to optimize customer service and reduce costs, reskilled call center employees as interior designers, and generated net new revenue. Klarna AI assistant handles two-thirds of customer service chats in its first month. NVIDIA and Simulation Solutions use computer vision and AI to monitor end-to-end supply chain operations. NVIDIA and Omniverse use AI to create digital twins of manufacturing plants and distribution centers to design and optimize workflows 24/7 without having to purchase equipment or build new facilities. NVIDIA's BioNeMo AI platform helps researches analyze cell structures and dynamics to recreate cells and virtually test responses to disease pathways and drug efficiency. 👉 https://lnkd.in/g_T3UYfP

Leading up to the launch of my book, and now, 5 months later, I've had the privilege of engaging with industry leaders who have shared invaluable wisdom with me.🤝 My biggest question for them is always the same: What are the key factors that drive the success of Chief Customer Officers?🤔 Today, as the place of AI and ChatGPT grow in this industry, I’m increasingly interested in how emerging technologies can assist us on this journey too.🤖 One commonality I’ve heard repeatedly is that to excel as a CCO, it's crucial to expand your thinking beyond your team.🔑 👉🏻 Maranda Dziekonski (she/her), CCO at Swiftly, emphasized to me that it's not just about Customer Success, but about driving overall business success. Understanding your company's business metrics and operating levers is a career accelerator. You must develop curiosity and dive into areas like P&L analysis, budgeting, and building business cases to secure investments. ✨This is where AI-powered analytics and data-driven insights can be invaluable. ChatGPT, for instance, can assist in analyzing complex financial data, providing real-time insights, and helping you uncover patterns and trends. 👉🏻 When asked the same question, Christine Rimer, CCO at Guideline, highlighted the importance of being data-driven and educating your CEO on measuring your impact. I’ve already observed customer-facing teams using AI-powered tools to streamline data analysis, allowing them to gain a deeper understanding of customer behavior, conversion rates, and the financial impact of their initiatives. ✨By leveraging AI, you can augment your decision-making process with data-backed insights, enabling you to make more informed choices. 👉🏻 Kristi Faltorusso, CCO at ClientSuccess, highlighted storytelling using business results. ✨This is another area where AI-generated content can be a powerful asset. Natural language generation models can transform complex data into compelling narratives, helping you communicate your achievements and business impact effectively. Aspiring CCOs, embrace these insights to elevate your roles. Expand your thinking, embrace data, master storytelling, and align with business outcomes, leveraging the power of AI to unlock success. Together, we can make a lasting impact and propel the field of customer-centric leadership forward! 🚀 #CCO #CustomerSuccess #CustomerSuccessLeader #ChatGPT