Voyage Advisory

I’ve hit this wall again! "Customer service has never been worse. Customer service has never cost more." (said in my most polite Canadian voice or course) I just tried multiple channels to resolve an issue with a product I purchased (no need to name names), and every single one failed miserably. Chatbots that don’t understand, phone support with endless hold times and dropped calls, and emails that went unanswered. Companies are pouring money into CX, but too often, they’re doing it wrong. Poorly implemented automation, disconnected systems, and undertrained support teams are leaving customers more frustrated than ever. This wall (yes, the one in the image) might actually be more helpful than most customer service interactions today. Time for organizations to upgrade their CX game—not with more tech for tech’s sake, but with strategies that actually work for customers. #CustomerExperience #CX #CustomerService #CustomerSupport #Automation #AI #DigitalTransformation #CXFail #DoBetter #VoyageAdvisory #Voyage 4o

The Frustration of Insuring a Historic Commercial Property: A First-Hand Look at the Industry’s Gaps For the second time in three years, I’ve found myself in the same exhausting cycle—spending months searching for a commercial property insurer willing to take on my building. And here’s the kicker: there have been ZERO claims on this property since I purchased it 10+ years ago. This isn’t a story about a high-risk property. It’s not sitting in a storm-prone area, it’s not near water, and it’s not neglected. It’s a fully restored historic property that’s been brought back to its original era through significant investments. Yet, my previous carrier, decided not to renew my policy. So, what’s really happening here? At its core, this is a failure of the insurance industry to evolve. Traditional underwriting methods still rely on blanket risk assumptions rather than real-world, data-driven decision-making. Instead of leveraging IoT sensors, AI-powered risk assessments, and modern data modeling to determine actual risk, insurers are defaulting to outdated rules: “The property is over 100 years old? Must be a risk.” “Let’s not factor in modern refurbishments, structural improvements, or proactive maintenance.” “With all the recent storm losses, let’s tighten up underwriting everywhere—even where it doesn’t make sense.” And the result? Customers like me—who have done everything right—are left scrambling. This isn’t just frustrating; it’s indicative of a broader industry problem. If insurers don’t modernize how they evaluate and manage risk, they will continue alienating their customers. Now, I’ve managed to find one of the only carriers willing to take on this policy. But what happens if they decide to exit this space next year? Do I go uninsured? Do I self-insure? Do I fight a system that isn’t designed to listen? I’m sharing this because I know I’m not the only one facing this challenge. Insurance leaders, please wake up! How do we move beyond outdated risk models and apply modern technology to serve customers more effectively? #Insurance #RiskManagement #Underwriting #AIinInsurance #DigitalTransformation #CommercialProperty #InsuranceInnovation #CustomerExperience

As Sprinklr continues to lead in AI-powered customer experience, one thing is clear—execution, not just adoption, defines success. While AI-driven contact centers promise efficiency and scalability, enterprises often struggle with integration, scalability, and aligning AI with human interactions. The real advantage comes from structured AI implementation—accelerating deployment, optimizing customer interactions, and ensuring sustained impact. Companies that move beyond experimentation to strategic execution will set the standard for AI-powered CX in 2025 and beyond. #Voyage #Voyageadvisory #Sprinklr #CCaaS #WFO #WEM #CX https://lnkd.in/ga3j9pfq

Avoiding the Pitfalls of SAP, Oracle, and CIS Implementations Enterprise system implementations—whether SAP, Oracle, or CIS platforms—often focus on selecting the right technology, configuring workflows, and hitting go-live deadlines. But true success depends on how well people and processes adapt. Common challenges we see include: -Ineffective training leaving employees struggling post-launch -Workarounds emerging as defects create operational bottlenecks -Outsourced teams lacking the tools to manage customer interactions -Business units forced to maintain service levels while adapting to new systems Voyage Advisory helps organizations avoid these pitfalls with: -Strategic Oversight – RFP guidance, vendor selection, and risk mitigation -Change Management & Training Acceleration – Leveraging tools like ProcedureFlow to create structured, on-demand knowledge, ensuring employees and BPO partners ramp up quickly -Process Reengineering – Ensuring implementations drive efficiency, not just replicate old processes -BPO Readiness – Providing outsourced teams with clear, easy-to-follow workflows to maintain service levels and accuracy from day one We’ve seen firsthand how organizations struggle with large-scale implementations, and we help them drive faster adoption, stronger operational readiness, and measurable ROI. If your company is undergoing a major system change, let’s discuss how Voyage and their partners can support a seamless transition and ensure long-term success. #SAP #Oracle #CIS #DigitalTransformation #ERP #ChangeManagement #VoyageAdvisory #ProcedureFlow #CustomerOperations Gayle Isenor Dakota Lutes

"AI is coming for your job!" Yeah, and so is that robot vacuum that’s been bumping into your couch for 3 hours. Spoiler alert: AI doesn’t want your job - it’s here to make you realize that your job was 90% Ctrl+C, Ctrl+V all along." Enough already! Here’s what AI actually wants: That weekly spreadsheet you “forgot” to update. AI’s like, “I got it, champ. They say if you whisper 'manual process' 3 times in front of a mirror, #Sam appears. Copy-pasting from System A to System B. It’s 2024 — why are humans still doing this? We saw a #client doing it this week. #basedonatruestory Approving invoices at 4:59 PM on a Friday. Yeah, AI says, "Get to #happyhour, I’ve got the first beer!” Let me be clear: AI isn’t coming for the work that makes you valuable. It’s coming for the work that makes you #miserable. It’s not the #Terminator (even though 50% think so) — it’s your unpaid intern who actually gets things done. I’ve named mine…haven’t you? If your company is still clinging to every mundane, manual process like it’s a family heirloom, it’s time to Marie Kondo that mess — because it’s about as useful as a #Blockbuster membership. Here’s the real question: If AI could steal one task from you tomorrow, what would it be? Me? I’m handing over "Waiting on hold for 45 minutes just to hear 'Your call is important to us.'” You know if you read and earlier post of mine. Don’t laugh or cry, just automate the nonsense already! Shoutout to iRobot for inspiring this one. Your #Roomba is still bumping into my couch, but I respect the grind. …and to Timo Elliott for the amazing image #AI #AIIntern #BackOfficeBlues #AutomationNation #CX #FridayHumor #WorkSmarter #ManualProcesses #GenerativeAI #BusinessTransformation #LeadershipInsights #VoyageAdvisory #Voyage #Datasaur #Microsoft #OpenAI

AI in 2025: The Great Divide Between Leaders and Laggards I’ve been speaking with a lot of executives lately, and let me tell you, there’s still incredible resistance to AI adoption. Not just to building full-scale use cases but even to starting with a single proof of concept (POC). I get it. Change is uncomfortable. But change is also constant. I remind myself of that every day. Years ago, companies hesitated to move from on-premise data centers to the cloud. Now, the ones that waited too long are playing catch-up. The same thing is happening with AI. In 2025, we’re going to see a clear divide between the companies that lean in and those that hesitate. Here’s how it’s shaping up by industry: Healthcare: Leaders like Mayo Clinic are using AI for diagnostics and personalized treatment, while others fear data privacy concerns. Insurance (P&C, Life, Specialty): Allstate and Prudential Financial are streamlining underwriting and claims with AI, while others are stuck in legacy workflows. Financial Services: JPMorganChase Chase is using AI for fraud detection and customer service, yet many banks and credit unions hesitate over security risks. Utilities & Manufacturing: Duke Energy Corporation and Siemens are leveraging AI for predictive maintenance, but many still see AI as too complex to implement. Retail & E-commerce: Amazon has built AI into everything from logistics to personalization, leaving traditional retailers scrambling to compete. Across every industry, the biggest hesitation comes down to the same things: concerns over ROI, data quality, and cultural resistance to change. But here’s the truth, waiting is the biggest risk of all. The companies pulling ahead aren’t just testing AI; they’re embedding it into their strategy. So, where does your company stand? Are you leaning in or lagging behind? #AI #Innovation #BusinessTransformation #2025Tech #Voyage #VoyageAdvisory