Hello, everyone. Thank you for joining us today. This this is Bonnie Chase from Coveo. I'm director of product marketing here, and I'll be your host. Today, I'm joined by Annette Franz, who's the founder and CEO of CXJourney, and Debbie Sciutto, who is director of customer support knowledge management at Finastra. Thank you, ladies, for joining us here today. My pleasure. So today, we're really talking about the critical components for an exceptional customer experience, and this will be a a panel roundtable discussion. I'll be guiding the conversation. Conversation. For those of you who are attending and and have any questions, feel free to drop it into the q and a portion of the screen or on the chat, and we'll be bringing I'll be bringing those questions into the conversation as we go along. This conversation will be recorded, and we'll be sending this out within twenty four hours after the session ends. So, so yeah. So be ready to to ask some questions and and join into the conversation. Before we get started, just wanted to share, you know, Annette, you you have a new book out. Could you tell us a little bit about this book? And we've provided some links here as well for a free chapter and some additional information. So yeah. Yeah. Thank you. Thank you. I appreciate that. I'm excited. The book just launched, this week, and so I thank you. I appreciate that. It really is about, and we may we may touch on some of this, in our conversation today, but it really is about, developing that customer centric culture, that customer centricity, getting that flowing through the veins of your organization. In the book, I really outlined the ten foundational principles of a customer centric culture and and what that really means. So thanks for sharing that. I appreciate it. Great. Thank you so much, and we're very excited to to have you today. It's a chat about customer experience. So to get the conversation started, you know, one of the things that that I thought would be a good place to start is something that that you talk about a little bit, which is, you know, when we talk about customer support, that doesn't necessarily equal customer experience. They're two different things, but they're definitely part of each other. So, so how do you see customer service versus customer experience, and how does that play a role in that experience? Yeah. No. It's a great question, and it's usually how I like to start off, you know, presentations and webinars because we wanna make sure everybody is on the same page. You know? There's if we had this Venn diagram, right, there would be obviously be an overlap. But so customer experience is really the sum of all the interactions that a customer has with the brand over the life of the relationship with that brand. And probably even more importantly, it's the feelings, the emotions, and the perceptions that they have about those interactions. And then, you know, but we can't really talk about what customer experience is without talking about what it is not. And I have a whole list of things of what it is not, but I'll just cover since we're just focusing on customer, service today. I'll just cover that one. Customer experience is not customer service. Customer service is one of those interactions that I mentioned in the definition of customer experience. So I always like to use a quote from Chris Zane of Zane Cycles, which I've adapted. He's he's reminded me that this is not the exact quote. The quote so I've sort of adapted it to to say, service is what happens when the experience breaks down. And I think that's a powerful way to look at. Right? Service is what happens when the experience breaks down. And really what that says is if the experience is right, if we get the experience right, if we listen to our customers and we design the experience that they desire and need and and expect, then we really take some of the weight off the contact center. But if we get the experience wrong, customers are gonna be calling service to fix what is broken. Right? And so that really then obviously puts more weight and overloads the contact center. So that's that's where the two really work together. So I think that's a great way of looking at it. Service is what happens when the experience breaks down. And service is a huge part of the experience because, sadly, the experience breaks down a lot, and and folks have to contact, customer service to to get their issues resolved. So so that's how I differentiate the two. Yeah. And and, you know, just to to add to that, when you're describing the the customer journey across their life cycle, I mean, that is from researching your your product to purchasing to training on whatever that may be. There's all of these different things that happen before there's even that need to service. And so I think, you know, one of the things that I take away from that is the need to, you know, make sure that all of those experiences are connected. So if you're looking at maybe you you own the customer support experience, you know, really having to think beyond, you know, that one experience and how does this tie into those other experiences as well. Yeah. Absolutely. And I know we're gonna get to this, talking about content and knowledge management and those kinds of things, but you're absolutely right. You know? And That that all has to be there to help you know, so the customer can help themselves if they want to or the customer can do the research that they want to. And there's so much more to the experience than just even what we'll be talking about here today. So great point. Yeah. Great. And, Debbie, you know, bring bringing you into this conversation, you know, you're leading customer support and knowledge management at Finastra. Can you tell us a little bit about Finastra and your role there and, and then, you know, maybe share what what you you're doing there from a customer experience perspective? Yeah. Absolutely. So Finastre is the, third largest fintech in the world, and we are a b to b organization providing financial services and solutions in lending, payments, treasury and capital markets, retail, and digital banking. So we have over, eighty six hundred customers and around nine thousand employees, and we provide, those, you know, solutions and services to institutions of all sizes around the world. And, and for my team, my team is part of the customer support organization. It's the knowledge management team. And, it's all about when our customers do have to come to our support portal, we wanna be sure that they are having a world class experience. And Finastra's approach to customer centricity, as a culture, it's a culture as well as a strategy. And so we think that every decision and the action that, that is done, we, you know, have the customer in mind. And, at Finastera, we're empowered to put the customer's perspective at the core of what we do. So knowledge too, you know, plays an important role in that customer experience because it's our number one self serve channel. And it's important that our customers are you know, like you said, if it you know, if they're having to come to the support channel, right, to find an answer, we wanna be sure they can find it quickly and easily and get back to using their Finastro product. No. That's great. And and, you know, one of the things that that is interesting to me, especially in the financial services space, is, you know, we we we're going through this digital transformation across a bunch of different industries. Financial services has, in the past, been seen as a little bit behind the ball, you know, with legacy technology and things like that. But there that's really changing now, especially with fintech coming along, especially as, you know, digital experience is becoming a critical component for every organization. Annette, I don't know if you're seeing anything, from the financial services perspective that maybe is different now or or, you know, how how should we be thinking about customer experience from from that perspective? Yeah. I think it's it I think every industry has sort of what's the what's the quote? Rising tide lifts all boats. Right? Sadly, the pandemic was our rising tide. Right? And so everybody had to, accelerate what they were doing. Financial I I'm I'm seeing it in across every industry, and it and it was a must do, a must have. Absolutely. So, yeah, I've seen some things in financial services industry that have really impressed me because, to your point, they've been, you know, behind behind the times, for many years. Certain certain segments of that industry have been farther behind than others, but I'm I'm impressed with what I'm seeing, with regards to, you know, changes that they've made over especially over the last over the last, couple of years. Yeah. Yeah. So, I mean, regardless of the industry, customer experience is is critical to to making sure that you have that customer long lasting customer relationship. Now, you know, digging into customer service a little bit more, as as we're excel as we're all accelerating in the transformation, what are some ways that, people are transforming the customer experience and service? So, Annette, I know you're seeing things across a bunch of different industries. Can you talk a little bit about, you know, some of the ways that that's happening? Yeah. Yeah. And I'll just sort of preface that with you're you're absolutely right. Like, the pandemic caused ever almost everybody almost everybody to accelerate their their digital transformations, right, at at alarming rates. Right? I think the statistic was something like, you know, five years worth of work was done in a matter of eight weeks. You know, employees were moved home and had new tools and new processes and new everything to do their work and to serve their customers. And it was it was really pretty, pretty impressive. It really just made the point that change is possible. So, so I I love that part of it, but, but not everybody got it right. Right? So for those that didn't, that need for human interaction was, you know, is greater than ever before. Right? You know, especially because patience patience has been a lot lower and expectations have been a lot higher. Right? And for those that got it right, for those brands that recognize that the digital transformation means that we have to put the customer at the center, that the truly that the customer truly has to be at the center of a digital experience because if it if they're not, who are we, you know, designing this experience for? And and we learned also learned that the more technologically advanced businesses become, the more people wanna interact with people because technologically advanced doesn't always mean that we got it right. Right? So it doesn't always mean that we put the customer at the center, that we put the customer in customer experience. It doesn't always mean that we designed the experience for the customer and gave them the experience that they expected. Right? So I think it's critical going forward that businesses remember that despite all this cool technology and all the things that that they're doing, and I'll talk about some of that in just a second, we have to put the people first. Right? Technology is a tool that facilitates and supports that experience, but the experience is still very much human. You know? We talked about feelings, emotions, and perceptions, and so we can't forget that as we, as we go through, you know, using some of this technology to to facilitate the experience. But having said that, you know, the experience is really more omnichannel now than ever before, whether it's support or it's making purchases or whatever it is. I think brands have really recognized that the experience needs to be omnichannel, that they need to be where their customers are when their customers need them to be there. Right? And so really taking the time to understand customers and be there, you know, at every channel that customers prefer to be at. So I think that's a really important thing. So in doing so, one of the things that happened and data has always been critical. Data has always been at the heart of designing and delivering a great experience, but data becomes that much more critical. Right? And so having that right data and the right tools to get the data to the right person at the right time, whether that's an employer or or customer, is really a critical piece of that whole omnichannel, evolution, which I I I I can think of a lot of different brands that I've either worked with or or, you know, interact with on a regular basis that suddenly have so many different channels that I can either either contact them for support or make purchases or or do whatever it is that I'm doing with them. So that was I think that's been a big big thing that we're seeing right now. I think that we're also seeing more brands using AI and and it's specifically, when it comes to customer support and and customers helping themselves, right, or or calling and and getting help from the contact center. We're seeing, brands use AI in a lot of different ways. The knowledge base is knowledge management, which I know we'll talk more about, that self-service component, allowing people to or helping people to help themselves. And and when I say people, I mean, both employees and customers. Right? Help themselves. So employees have more tools and more, help than they've ever had before with regards to AI and automation and some of the things that are happening in the contact center to take some of the load off of them and and make their experience better so that they can ultimately spend more time focusing on, customers has been a really cool, thing that's happened. It didn't happen immediately, you know, at the beginning of the pandemic and a lot of the stuff we're we're just now starting to see within the last year or so, but we're absolutely seeing more of that. Right? The other thing too is I think that, you know, experiences are more personalized because that's what customers want. That's what customers expect. And so I see AI really helping to facilitate that, to create better experiences for customers. And it what it what it's also alleviated is, you know, we all hear that from customer service reps. My computer is so slow today. Oh, my computer froze. That's because they got fifteen screen. They have fifteen screens, though, but trying to find the information that so you've got these great, knowledge bases and and and all of that. But, yeah, they've got fifteen screens open trying to find what they're looking for with AI running in the background to help them, you know, at the same time, you know, in parallel as they're talking to the customer, find the right content, find the right information to help answer the customer's question in a more, expeditious and more efficient way. That's been a real powerful thing that we've seen happen, and and that's just gonna continue and that's gonna continue to evolve. So, and I think the last thing that I would add that's very similar to that is, automation. Automation has come into play a lot, especially in the contact center, so that, we can alleviate some of those, you know, repetitive menial tasks that agents have to do or or reps have to do on a daily basis, freeing them up to spend more time, with their customers. So so those are some of the big things that we're seeing right now. And I think all of that, even with AI and and automation and that technology, using those tools, it's all about the customer. Right? It's all about and and the employee making their experience better and then ultimately making the customer's experience better too. Yeah. Yeah. Absolutely. And, you know, one of the things that that I would add to that just in in talking about customer preference and and how they're interacting and putting the customer first, from a support perspective, I think traditionally, case deflection has been a metric the rock for her for what we're measuring with. But what we're seeing now is as people are, you know, evolving their channels, that people's preferences are are changing, you know, and and depending on, you know, whether their their issue is, is, you know, already has content available in self-service or not. Sometimes there is a need to interact with, with a human, and we wanna make sure that regardless of the channel in which that person wants to interact, we're giving them that smooth, effortless, frictionless experience, either way, and making sure that those who are supporting them in that one to one interaction have the information that they need as well. Absolutely. And and, Debbie, so from, you know, from a practical application perspective, you know, you're you're doing this at Finastra now. You know, considering all the things that Annette shared, can you talk a little bit about what that, what that customer experience transformation looks like at Finastra? Yeah. I'd love to. So we you know, first, I'll share with you where we were. So we, well, we currently have, you know, had, three support platforms. And even in those three support platforms, knowledge was siloed. So, you know, really where Annette was talking about that, you know, the support engineers trying to find, you know, which knowledge base has the answer. Right? And, so, our customers have that same pain. Right? Because they would, first of all, where do I go to find this answer? So which knowledge base do I choose? They had a couple to choose from. And then if they selected one of the knowledge bases, the knowledge base would say, okay. You need to go to this knowledge base and then follow these steps. So if you can imagine, it would just be a case. Right? It was so, terrible. And it was just terrible experience resulted in cases as a result. It was difficult for our customers to find their answers. So I'm so excited. Our our team has, not not the knowledge team. We have an entire Salesforce, team that or, you know, engineers, developers dedicated to rolling out our new Finastra customer success community. And within that community, which is the support part portal for our customers, they're able to now come in and with the Caveo integration, that OneSearch returns unified results from those siloed knowledge sources. And it's, it's been really great to hear from our customers. We do collect feedback from them so that we can, you know, celebrate where it's working. And, you know, one customer simply said, thank you. This is exactly what I needed. So our customers are able to find what they need quickly, get back to using their Finastra product. And it then allows for those cases that do get submitted, our support engineers are able to, you know, have the same unified experience in the service cloud environment where the suggested solutions from Kaveo are unified. The the siloed knowledge repositories are unified under one, you know, set of search results, and they're prefiltered. So whereas before, the support engineer, you know, would have to go to those different sites and then filter by that product that the question or the case was about. And now with Kaveo, it's also personalized for the support engineer for the case they're working on for that product in the case subject. It's already recommending content based on, you know, the search patterns that the machine learning models are are looking at. And another feature that we've used as well is is what is called the, Caveo to be able to feature content. So so we're able to know if there's, you know, a release that's gone out or there's some new, training videos. We can easily, feature that content in the search results based upon certain search queries that our clients or our staff, will enter. And then for our non support staff, we're using the, Caveo enhance it's the Caveo enhanced search tab. So, like, our customer success managers, our account executives, our product managers, they're able to have that same search experience for when they're working with the customers to be able to find answers or find information and and and then, you know, easily guide them, you know, to to the answer. So those are some of the, you know, features that that we have implemented to improve the customer experience. And Annette talked about personalization, and and it's it is. It's so important, for our customers to be able to when they get the search results, they're personalized based upon the products that they own. And then with the machine learning models, it personalizes it even more to recommend content based on what others who own the similar products and search, behaviors. And, and then the insights. You know, we've never had insights like we we have now, where we're able to look at, search queries that result in no results, and we can fill those gaps. We've never had that information before. So it's really exciting for, you know, just recently, I saw that someone was putting in this search query and, you know, that same Barca, we got a knowledge article published. And so that now it's available and out there. And, talked about also the article feedback, which is very important part of the process so we can hear from our customers and and take action. So a lot of, work that, our Finastra, across the organization have come together to develop these platforms, with these tools to provide a much better experience for our customers as well as our support staff and our non support staff. It's great. And it sounds like, you know, you're you're taking a lot of the pieces of what Annette shared, which is, you know, leveraging the machine learning, providing those personalized experience, and then making that connection across not just customers, not just employees, but, you know, giving them the same access to that wealth of knowledge that you have in the organization. You know, a key piece of that is knowledge management. So I'd like to take take a minute to dig into that piece a little bit. You know, maybe starting with you, Debbie, you know, how does knowledge management fit into to your customer experience? And and, you know, you're managing that now. So what does that look like for you? So the the self serve experience, in searching the knowledge base is our our number one self-service channel. So it's really important to us that we have this right for our customers, that when they come here, that they're able to find quickly what they need and get back to using their Finastro product. So, so as part of that, on my team, we are using the analytics that we get from Kaveo to be able to, as I talked about with those document gaps, but also identify where, we're not, you know, the trending topics, things that we can maybe group together or, we need to improve the relevancy. So the insights that we're getting there help us to improve, customer experience. As far as, the knowledge piece, we follow the KCS knowledge centered service practices. So we coach and collaborate with the support teams across our Finaster organization on using those practices to create findable and and reusable content and content that has value. And that's an important piece of the, the customer experience. Right? Because if I'm if I get an article, what's really great about the KCS practices, right, is that it's all about the structuring the content so it's easy to follow. Right? It's it's direct, straight to the point. I can, you know, easily follow those steps, and and I'm off and running. You know? So so we do use those KCS practices to ensure that our knowledge adheres to that content, structure, making it easy for our clients to be able to solve on their own. It's a it's an important part of the self serve experience. Another part is the feedback loop. We wanna hear from our customers, and we wanna hear from our staff. So we have feedback loops both for our our customers and for our staff. When that feedback comes in, we are actioning it immediately. Every day, we're taking a look at what feedback we're getting. And if it's, a thank you, we send an email to the client to thank them for their feedback and that we're delighted that they were able to find what they were looking for. If it's something that a customer has shared with us that, you know, they weren't able to full you know, get through some the procedure or something went wrong or maybe they were looking for something else, we'll follow-up with the subject matter expert, make sure that we get back to the client quickly so that we can get them the information they need or get them connected with a, support engineer so that they can get the, you know, issue resolved. And then, we always circle back around to make sure that we've updated that article and get it republished. And always, you know, sending that thank you to our client, letting them know that we either updated and republished or, you know, maybe it was something that was out of date and we've archived it. So that, you know, getting back to whether it was our, Finastra team member or a customer and letting them know, what action we did take. So those are some of the the highlights. Oh, and one last thing. Sorry. The customer self-service, metric that is in our Kaveo, insights and data metrics. It allows us to also start tracking to see how well we're doing, right, from a customer self serve. Another metric that we've never had before to be able to measure how well are we doing and, and and those insights and to help us continue to make that number, our global self serve success number grow. That's great. And so from, from a KCS perspective, that really that stands for knowledge centered service, and that's the methodology that your your team uses to create content as you're solving cases. Annette, you know, what are you seeing in the industry as a whole as far as knowledge management goes? I know it's kind of getting popular again. There's a lot of buzz around this. You know? What are you seeing in the industry? Yeah. Absolutely. I I totally agree. And I wanna just go back to something that Debbie said too about the knowledge base and about this content. Right? It's and and we're talking specifically about customer service, customer support, but, like, all of your employees can, you know, have access to this. Right? And it helps everybody. And, you know, employee experience drives customer experience. So the more knowledgeable all of your employees are and the more that they have access to this information and this content too, the more helpful that they can be to their customers. But I would say, you know, that content content is really critical to the customer experience. You know, I've always said that one of the most overlooked or, you know, probably the most overlooked aspect of the customer experience is communication, and I consider your content to be a form of, communication from from your brand. Right? So one of the things that that comes to mind as we're talking and we're thinking about this is this notion of the seven rights. And this is a concept that Scott Abel came up with. I don't even know when it was. It was a while back, but I thought, you know, this is a this is exactly what we're talking about here. Right? It's all about making sure that the right person gets the right contact at the right place at the right time in the right format in the right language in the right in the right device. Right? So that's a lot of rights, but it's truth. That's what we're aiming for always. Right? And so, you know, it comes down to it comes down to that. But I'm gonna add an an eighth right to that, and that's the right data. Right? First and foremost, we have to have the right data to start that whole that whole path going. And the notion of, you know, having that right data is still a challenge for a lot of companies. There there are those who are obviously getting it right with regards to knowledge management and self-service offerings and their marketing efforts. Right? Personalizing content and offers when when they're needed, wherever they're needed, using predictive and prescriptive capabilities to make that happen. As Debbie mentioned, using the machine learning, using the AI to get the right content personalized to the customer, you know, that's in in front of you in front of you at the moment. Right? So I think that's we're seeing a lot of that. Absolutely. And and that's gonna continue, and it's gotta continue to evolve and get even sharper and crisper and better at what it's offering at. Because I've even from my own personal experiences, I've I've I've seen this working with brands, and, it's not a hundred percent right. It's not a hundred percent. I don't know if it'll ever be, but I think we we're seeing better better, you know, recommendations and better content than we've ever seen before. And I know that over time, it's going to continue to evolve and continue to just get better and better. I'm also seeing, you know, brands implementing AI in order to support support the agent in the right way right. We I talked a little bit about that before in terms of working in parallel to make sure that that, you know, they can answer the customer's question in a more efficient and quick quicker way. But using AI too to get the right data to the right person, right, you know, etcetera at the right time, and then using what they learn to then offer, you know, or, you know, whatever they learn and then whatever they offer or or give to the customer or use to, solve the customer's issue. Just to having this and it and I believe this is what KCS is all about. Right? Sort of this continuous improvement process when it comes to the knowledge based content, which improves the experience for both the the employee and the customer. So I think that's an important thing. We're seeing a lot of that. And, again, I'm working with a couple of clients where this is this is sort of their hotbed right now. This is what they're focusing on right now is to make sure that this is we're always getting the right content to the, you know, the seven the eight rights. You know? We're always making sure that is happening right. So that continuous improvement process is really critical, and and, we'll continue to evolve. So I think those are some of the things that we're seeing. But I think that at the crux of it all, at the root of it all, is we have to make sure that we have the right data. And the right data is really, data that's relevant contextually relevant to what, you know, is important to the customer today, right, or what the customer is doing today. I think that's probably the the key, and that's what what's really gonna hone that and make it CRISPR as, as we go forward. I'll give you a funny example. I, you know, you you showed my book earlier, but about a week ago, I got a recommendation from Amazon of a book that I might like to read, and it was my books. Yes. I'd like to read that, but let's you know? Yeah. We've got it just contextually relevant, you know, kind of stuff. So so I think that's, where where we're gonna continue to see things evolve. But in a in a in an awesome way, that's only one to improve the experience for everybody. Yeah. Yeah. And and from a data perspective, I mean, everyone's collecting data these days. We have so much data about our customers. It's we just need to tap into that. Right? And, you know, Debbie, you gave an example. You're doing that now where you can see what people are doing within your within the self-service experience and what they're searching for and the the gaps and things like that. I think another another key piece here, you know, in regards to knowledge management and the customer experience is, you know, we talked about the difference between customer experience and customer service. There is a knowledge management component of customer service, which, you know, that's where KCS is is really big. But but there's knowledge across that entire experience. Right? So there's there's content of for every intent. And so in thinking about that full experience, yes, there's that customer service component. But, you know, how can you leverage the knowledge across the organization to help continuing to improve that experience across all of those touch points? Yeah. Absolutely. Absolutely. I think that's such a critical piece. Right? You know, one of the one of the things that I you know, you talked about putting the customer in customer experience or putting the customer in customer service, wherever we're gonna put the customer. Right? I talk about three ways to do that. One of those ways is is listening. Right? And listening to me is all about the feedback that we can get from our customers. And and, Debbie, to your point, that feedback can be, you know, hey. I'm searching on this, but there's no content. And you're and you've got the tools to recognize that we don't have the answer out there for this question. Right? So it's it's feedback, however we get that, and then also what I call the breadcrumbs of data that customers leave behind as they interact and transact with us. And and, you know, that instance that I just mentioned is also one of those breadcrumbs. Right? And so we have to be able to bring all of that together again in a contextually relevant way to to then make sense of it and share it out with the organization to the folks who need to use it, you know, obviously, at the right time, the right place. So Yeah. And at Finastro with, with the Caveo integration, we're able to bring the content about the, the product documentation, right, that's that tells our customers how to use the product. Right? And so it's content that's written by our product teams and, and a wealth of information and a lot of great information that comes into those search results. So if our client is, you know, looking for the latest release information or how to configure a APR table or something like that, the information is coming to them in that unified view so that they can go take a look at maybe a training video about how to to do exactly that. So one of, my colleagues, her team is working on these micro learnings that have been hugely successful that, live on our content management site. So for that example, if they're looking to how do I update the, you know, rate table, there's a video that will come to, in the unified search results for that customer to be able to have a a video and a job aid. And it's, and so it's, you know, providing that just that just in time training. Right? And so that's part of the unified view going to these different, Kaveo goes out and, you know, to these other sources that we've indexed and serves that content up to them. And and, you know, one one more thing to add as far as the feedback piece goes. Debbie, I love that you that when you were talking about feedback, you are always responding to the customers because one of the worst things that that you can do is if you're collecting feedback is not respond. Because then from the customer experience side, it feels like they're they're speaking into a void and and, you know, they're not going to be taken care of. So that that loop is very important when that when it comes to that. Yeah. We think so too. Yeah. It's very important. Alright. And just as a reminder, if you have any questions for Annette and Debbie, feel free to drop them into the chat. And, you know, just as we're wrapping up, I wanted to, to think about the future of customer experience. And, really, you know, Annette, from your perspective, really, you know, in general, what are you seeing from for the future of customer experience? Yeah. You know, I think I think what we're seeing, you know, is expectations are evolving constantly. Right? That's not anything new. I think what's happening now is they're evolving in a faster rate than we've ever seen before, and they're gonna continue to evolve. So what that means is that you really have to take the time to listen and learn and as as, Bonnie said, act on what you hear. Right? Because that's so important. But if you but you do. You have to listen in order to stay ahead of those emerging trends and the emerging expectations of your customers. So that's really important. I think we talked about some of the things that are, you know, future future trends. I there are things that are happening today that, like I said, that we're going to be honing in and sharpening, and they're gonna be crisper as we move forward, and that's all around AI and automation. That's not going away. That's, you know, here to stay. Personalization, hyper personalization, here to stay. You know, humans first, people first. I've we've still got some work to do on that. So I think that's one that we that we're gonna be focused on focusing on a lot more going forward. You know, I think I think we really have to understand those customer expectations, and they're looking for experiences that are seamless across channels. They're simple. They're effortless. They're convenient. We're all about instant gratification right now, quite honestly. But I but I have to say this. You know, when we talk about trends and and what people should be thinking about, you know, things that are coming up in the future, if brands don't get the basics right, if they don't have the right foundation, they're gonna be struggling with these trends, right, in the future future trends or futuristic trends. Right? They, you know, they just become shiny objects, and and they become frustrating, and and it's overwhelming. Or or they'll start to want to, you know, implement AI without thinking about everything else and all the implications of that. I I'll I'll give you a great example of what I see all the time, and that is somebody in the organization says, hey. We need this new tool, whatever it is. Right? We need this new technology, whatever it is. And rather than going out and talking to employees, about what are their problems, what pain points are what you know, what jobs are they trying to do in their day to day work, what do they need help with, They just go, hey. This is a cool new technology that, you know, we need to implement because everybody else is doing it. And it's like, well, hang on a second. Now you're gonna go and implement this new technology, and you're going to frustrate your employees bleeds down into the customer experience because employees are are I don't even know how to use this. I don't know why we have this. What yeah. That kind of thing. So we really have to, like, not focus on the shiny objects for right now and get the basics right, get the foundation right, and then focus on the the bigger trends that we're seeing. Because, again, if you don't have that foundation, it's going to it's going to fall apart or it's just not gonna be right, and it's gonna frustrate everybody. Yeah. That's a really good point. And and one key example of that that I can I can think of is something that we see a lot in customer support was the whole chatbot? You know, everybody needed a chatbot. Everybody wanted a chatbot. Whether or not there was a strategy behind it, they just knew they needed it. And, you know, depending it really depends on, you know, what your customer preferences are and if they want to search in that way and if if it actually works. So there's a lot of other things to consider as part of that, but, you know, that's that's the one shiny object that that comes to mind, when you when you get that example. Yes. Good point. And so, you know, kind of taking this to again, you know, in in what you're doing, Debbie, what what is the future of your customer experience at Finastra? So one of the things we wanna do is we wanna get all of our customers into our new, customer success community. So that's a huge effort going on by, several team members. And another one is, part of, what our our leader over our global support organization is about, predictive support. Right? So we've we're, you know, kinda being able to, in the future, know what our customers, you know, get you know, let them know, hey. We know that, this is, you know, changing, and here's how you can fix it. Right? So that we'll be able to have the tools to be able to let our customers know we're aware of it. And, one of the examples that, our support leader has provided in one of our calls that I always liked is, you know, like, how my car our cars tell us now if our well, like, my car that has the tire light. Right? And so it tells me, hey. Your your air is leaving. Right? So it's that predictive support to be able to I didn't know that I needed to know that. Now we do a little of that, with, but it's, you know, it's not where we wanna be. Right? Where we feature topics, you know, so up and coming things, information that our customers should know. But we wanna get we wanna get really good at being able to be predictive and be able to let our customers know before it becomes a problem. That's that's what we're after. And and, and taking a look at the in product experience, so, with the Caveo technology, you know, to be able to, you know, have the information, like, that we have, in our knowledge articles or those, other content sites. Right? To bring that content into our products. So, again, right, if that content is in the product and the customer is having a problem, that it may live in one of those other sources, so to bring the content in the product. So we're we're looking at that as well. And, and then with the onboarding of our all of our customers. Right? So we'll be looking to expand, some of our other, you know, sources and, and maybe do some consolidations and things like that. But but predictive support and, getting everyone onboarded on the one Finastra with the Caveo integration. You know, I think and you make a great point because, I'm working with the client right now. I'm doing interviews with their customers, and that's the one thing that they I've done probably thirty interviews. That was probably one of the things that was a common thread across the board was if you would have told me that this was going to be that you already knew. You knew. If you would have told me that this was happening, I could have been proactive about it. I could have, you know, I could have gotten ahead of the curve there. Yeah. So and that's huge. I love that that you're working on that now. That's awesome. Oh, that's great. Alright. So, you know, just to to conclude the conversation here, maybe, Annette, you can kind of what would you summarize as the critical components for customer experience? Yeah. I think I'll I'll keep it short and sweet. Two things that I that I, think about as we have this conversation right is is to get the experience right. Right? Get the going back to the definition. If we get the experience right, then we take some of that weight off of this your service or your support teams, the contact center. So get the experience right. Take the time to listen to your customers. Use what you've learned, design a better experience, and and I think that'll that'll pay off in spades all around. Right? And I think the second thing that's really important to keep in mind is that the agent experience or the employee experience drives the customer experience. So if we help the employee, if we help the agent, we're gonna help the customer as well. Amazing. And, Debbie, any any, any summary points from you? I I would just I would say that I would add, it's it's so important to make sure the customer is able to find what they need as easy as possible, and it's it's low effort to for them to find their answer. If we have the information, we wanna make sure it's really easy for the client to find it. The I think the KCS practices are a great way, to be able to structure those knowledge support knowledge articles in a way that makes it easy for the customer to follow us. So it's one thing to find it, but then it's also gotta be easy for me to, find you know, get through the, solving the problem and the the personalization, and feedback loop and acting on those feedback loops. Great. Yeah. And so that's that's basically, you know, the discussion that we have today. So to wrap it up, just as a reminder, Built to Win is out, ready ready, ready to read. Thank you so much, Annette and Debbie, for joining us in this conversation. Learned a lot from you today. Love the examples. And, thank you all for joining, and you'll get the recording within twenty four hours. Have a great day. And thank you. Thanks for having me. Bye bye.