In this episode of Behind the Growth, host Mudassar Malik engages in a thought-provoking conversation with Ryan Chong, Senior Director of Digital Service and Support at Rogers Communications. From the evolution of self-service to its future, the conversation uncovers great insights about the customer experience landscape.

As the discussion unfolds, Ryan emphasizes the pivotal role of digital self-service in not only reducing operational costs and elevating customer experience, but also being a key differentiator. The conversation takes an intriguing turn as Ryan delves into the impact of generative AI on customer interactions, personalization, and speed of innovation. He also addresses the challenges and opportunities presented by voice assistants and emphasizes the importance of rethinking experiences for these platforms.

Finally, Ryan emphasizes the importance of saving your customers time—the most valuable commodity to customers—by offering a streamlined approach that caters to individual preferences. Purposeful innovation and technologies like generative AI can unlock the full potential of the digital self-serve experience, and the insights uncovered in this episode will help you open up new opportunities to serve customers better.

Key Takeaways:
- Self-serve not only helps reduce OpEx, but is also a key business differentiator
- Voice assistance needs reinventing to cater to the complexities of customer interactions
- Gen-AI is a gamechanger; increasing the speed of innovation and helping scale quickly
- Tech and how you leverage it will determine the future of your self-serve experience
- Time is the most valuable commodity you can give back to your customer

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