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Ask me about Gen AI

To effectively integrate Gen AI into your business:
 

  1. Form a Cross-Functional Committee: Assemble a team from various departments to outline the Gen AI strategy, including its vision, governance, processes, and data ethics.

  2. Identify Opportunities: Pinpoint areas where automation or AI can streamline operations. Start with low-risk initiatives for quick wins and iteratively refine your approach.

  3. Merge Automation and AI: Assess the impact of blending automation with Gen AI enhancements for greater efficiency. These can operate as separate or integrated workstreams depending on the use case.

  4. Integrate AI-Generated Content: Determine the optimal points in your processes for embedding AI-generated content to enhance value. Ensure seamless integration for maximum utility.

  5. Consolidate Data Across Teams: Develop a strategy to unify data from different departments and AI tools, enhancing overall business insight and decision-making.

AI-Driven SmartNPS 

Background

 

New users of Heap, a B2B SaaS data analytics platform, struggled to find value and success within initial usage. This pain was evidenced by large numbers of detractors among New Users.
 

  • ​Monthly New User NPS responses were volatile due to small sample sizes.

  • We had a limited budget and resources.

  • How might we increase responses and address the high number of detractors by understanding their concerns and improving new user experiences?

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The Task

As Head of Product Research, I addressed this challenge by developing a swift and innovative New User NPS program to boost new user promoters and address key issues faced by new users.

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Actions

  • ​Lead a multidisciplinary team (Product, UX, CX, Data Science) to deliver an NPS program that:

    • Optimized survey timing

    • Surveying methods

    • Value-driven follow-up for new users​

  • ​Streamline the NPS process through:
    • Automation with Teams, Zapier, and ChatGPT, maximizing resources for impactful, immediate research outcomes

  • Increase responses with raffles and free merchandise

  • Offer Teams Voice Mail as a survey alternative.

  • Address new user pain points by directing support tickets to the appropriate departments

  • Assuring respondents their concerns are valued and addressed via Zapier-driven email responses and personalized Loom videos.

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The Results

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  • Via respondent voice mails and close-the-loop interviews, we found that the root causes of detractors' scores were:

    • Poor onboarding experience

    • No clear signal about what to do first

    • No clear signal about whether what new users did was correct or not

    • Heap's data model was hard for new users to quickly understand

  • Zapier integration automated tasks and connected apps, saving 15 hours weekly.

  • ChatGPT and Dovetail AI enabled fast sentiment analysis and insight generation, reducing response times from weeks to hours for quicker customer satisfaction and Heap decision-making.

  • Incentives and Teams Voice Mail increased NU NPS responses by 32% in three months, with users (surprisingly!) finding voice mail more convenient.

  • Teams facilitated immediate sharing of NPS insights and specific issue resolution across CX, Product, Sales, and Engineering.

  • The 6-month initiative led to a 26% decrease in NU NPS detractors, thanks to onboarding improvements and the introduction of quick-start guides in the platform.

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