ADAM MENZIES: Recently, we components, and snap-ins at in our part of the solution and built a chatbot for a product the ready to deliver specific knowing we need others to help that now handles over 80% experiences for companies. if we’re really going to transform of our first interactions with a With the ecosystem as large and service experiences — we can’t do client, most of the time solving robust as ours is, understanding it alone. Partnerships can spring the most common asks without what is out there and finding the up and grow in many places we human involvement at all. While right partner that aligns with your never expected, so you have to this can sound impersonal, company’s values is imperative approach every conversation what it truly does is solve most to delivering the best customer with a curious mindset of how people’s problems faster while experiences. you and another partner might giving our human agents more work together on creative time to work directly with our MARISA HAMBLETON: Trusted solutions now and in the future. customers on the hardest relationships within the problems they have. ecosystem is a key part of As the future unfolds and delivering high levels of customer the definition of customer HOW DO YOU LOOK AT AN service. Relying on the expertise experience continues to change, OPEN ECOSYSTEM OF PARTNERS of our team and partners is new tools, technologies, and use of technology and artificial AND TECHNOLOGY AS BEING essential to our business. industry trends will impact BENEFICIAL TO DELIVERING NEXT- how organizations create LEVEL CUSTOMER SERVICE? ADAM MENZIES: At CGI, we meaningful connections with see the mesh-style ecosystem their customers. However, it’s BILL POWELL: I think the “build as a critical approach for clear that relationships — and not or buy” methodology is more organizations to meet the simply technology — is the driver relevant now than ever. In the rapid changes in expectations for lasting transformation in this past, everything had to be in service experiences among new era of service. built with a significant cost customers, citizens, and internal of capital and opportunity employees. This approach cost. However, in 2019, requires more openness than * “State of the Connected there are prebuilt in the past because we have to Customer” report. third edition. transparency in process efforts. industry-specific apps, all be willing to see ourselves Salesforce Research. awareness to our 150+ software first conversations to putting and confident they are. faster, more flexible? What small FALL 2019 FALL 2019 THE EXCHANGE 21