The Digital Transformation of CX at Albright Cancer Centers: The Generative AI Journey
Lisa Mitchell, Deputy Vice President of Tech Operations at Albright Cancer Centers (ACC), is confronted with significant customer service issues. The current cloud system often malfunctions, causing disruptions for patients and their families. Founded in 1988 by Robert L. Albright after the heart-wrenching loss of his daughter to cancer, ACC has always prioritized compassionate care. By 2023, the center had expanded to over 2,000 staff across various cities. Their unique Guardian Standard combines traditional medical care with therapies aimed at enhancing the overall well-being of patients, emphasizing empowerment throughout their treatment journey. However, the present call system falls short of these standards. Recognizing this gap, Mitchell advocates for the exploration of advanced AI solutions. She launches the "Guardian Level of Call" initiative, aiming to transform the calling experience. With the help of consultant Alex Sanches, they undertake a thorough analysis of the customer journey. ACC's CEO, Dr. Fernanda Rivera, later introduces Air.ai, a state-of-the-art AI system, believing it could replace customer service reps and redefine ACC's customer service approach.
Students will learn:
1. To delve into the concept of customer journey mapping and its importance in identifying pain points in service delivery and customer experience (CX).
2. To emphasize the importance of fostering an inclusive environment and ensuring psychological safety when introducing AI-driven innovations in organizations.
3. To understand the potential benefits and challenges of integrating advanced technologies, such as generative AI, sentiment analysis, predictive analytics, and natural language processing, in enhancing CX as well as the ethical implications involved in replacing employees with AI.
