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Vijay Verma
Vice President of Product Strategy at TeleVox Healthcare
Vijay Verma is the Vice President of Product Strategy at TeleVox Healthcare, a position he has held since January 2023. With over 20 years of experience in product management and digital transformation, he has a strong background in leading technology initiatives within healthcare and other industries.
Professional Background
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TeleVox Healthcare: As Vice President of Product Strategy, Verma focuses on developing and executing product strategies that enhance healthcare delivery through technology.
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Children's Hospital of Philadelphia: Before his current role, he served as Associate CIO for Emerging Technologies and Transformation, where he led a team of 60 in digital transformation efforts, significantly impacting the hospital's operational efficiency and patient engagement.
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Previous Roles: Verma has held various leadership positions, including Chief Technology and Product Officer at Indyfin and Senior Director of Product Management at Comcast Corporation. His work at Comcast involved scaling conversational AI solutions, significantly improving customer experience metrics.
Education
Vijay Verma holds a Bachelor of Engineering in Computer Science from Punjab Engineering College, a Master of Science in Computer Science from Iowa State University, and a Business Essentials Certificate from the University of Pennsylvania's Wharton School.
Key Interests
His areas of interest include Conversational AI, Augmented Reality/Virtual Reality (AR/VR), and Robotic Process Automation (RPA), showcasing his commitment to leveraging technology for innovative solutions in healthcare and beyond.1
Highlights
There may be a selection bias in the data but for all of Google’s effort to catch-up on GenAI/LLM space, they alone continue to make the counter point.
This question was lazily phrased but the response manages to put lot of short comings together in a spectacular manner.
Incidentally the same short comings were highlighted by the WSJ article by Isabelle Bousquette
#waystogo
CX Tales - 2024
Tale of a single laptop, two deliveries and two carriers
One of my laptop had a physical damage and had to be sent into for repairs. In the first round, the laptop made it to Microsoft for repairs and was sent back to me after the initial repairs. The package was sent via FedEx's next day air service and reached Philly's FedEx delivery center on 6/13. Then, it sat there for a full week. Eventually I tracked the delivery online. Beyond getting the delivery status, I could use the virtual agent on the page to report an issue with the delivery and open an investigation with an SLA for response in two business days. After two days, I got a call and the person on the other end said that they don't know why the package was held up but they will deliver it the next day. Instead of getting the package on 13th, I got it on 24th.
It turns out the laptop wasn't fully repaird, so I had call to Microsoft again and I was advised to send the laptop back. This time, I got a prepaid label for UPS Next Day service. I dropped the package at a UPS location on the 29th and as of right now, the status of the package is still in "Drop-Off" state. I called UPS and the response is that package cannot be located and I need to call Microsoft and tell them to contact UPS to track this package.
What's wrong in both cases is that it required an impacted user to report a service issue and then start a recovery process.
FedEx's process was less onerous in the same sense that I could submit an incident report from the status page. I didn't have to call, it was mostly "digital", and someone followed-up with a resolution.
For UPS, they didn't self-identify an issue with a priority delivery and they won't accept an issue submission from one of the impacted parties. The process is rigid to only work a certain way.
Customer Experience is lot more than a bot/virtual agent on your website answering routine interactions. It is about omni-channel experience, self-service, proactive engagement and agent productivity solutions. It seems too obvious and achievable. Yet so far when you see large brand stumble at the obvious.
#customerservice #digital #painful
