“It's so important to understand those processes that make customer agents effective, help reduce the level of effort for a customer to get what they want," said Ryan Saunders, Global ISV Alliances Director at LivePerson, during an interview at Celosphere 2022. “And ultimately, that really builds a relationship.”
Saunders joined Vivienne van Gestel-Becker, Director of Technology Partnerships at Celonis, and Acceleration Economy Network analyst Tom Smith on the Celosphere News Desk to discuss the Celonis partnership with LivePerson and how the companies help brands deliver better customer service by combining LivePerson technology and process insights from Celonis.
One Celosphere announcement that Saunders was particularly interested in was Process Sphere™, a new capability of Celonis EMS built on a new type of process mining technology called object-centric process mining (OCPM). When asked if he thought Process Sphere could be used to help LivePerson customers, Saunders said, "A hundred percent."
Also: Execution management and process mining are helping banks improve customer service experience
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https://videos.celonis.com/watch/UjhU1sLyEFPC2EKxqUMKkz
The following is a transcript of the interview, edited for readability.