Creating Innovative Mobile Experiences - Jose Quesada - Conversations That Matter - Episode #60

When your customers utilize your mobile app to handle their financials, redeem benefits, and book travel, you need to design with intent. This week on Conversations That Matter, we’re joined by a mobile expert with over 10 years of experience. As the head of a team whose products are used by millions of customers, he knows firsthand the importance of a stellar customer experience. We’re eager to welcome to the show, Jose Quesada, the Vice President of Global Mobile Products at American Express. Jose joins host Randy Ksar to discuss CX innovations in mobile apps, how to use AI to proactively provide solutions, and where the best dim sum restaurant in London is.

Takeaways:

• The hardest part of creating a great mobile experience is driving engagement. Because of how crowded the marketplace is, you have a lot of competition. If you want users to use your app, they need to be able to efficiently get to the resources they seek.
• A good north star for mobile apps is customer satisfaction as satisfied customers drive higher revenues. Customer satisfaction is a combination of providing users with the answers they want, through the channels they want to receive them in.
• The utility of a financial app has evolved beyond just a way to pay your bills or check your balance. As users may now check benefits, book travel, or make investments, your customer experience needs to revolve around all aspects of the app.
• A good customer experience means enabling your customers to choose their channel of help. When you are working in a centralized hub like a mobile app, you need self service resources, chat bots, and access to human agents all in one place.
• By training an AI on search and chat data, you get to the core of what your customers want. By contextualizing that data around problems, you can work proactively, providing better solutions to customers before they have to ask for them.
• People are using voice to interact with devices more frequently, and a conversational UI is an emerging element. In the near future, instead of hitting “pay bill”, users may talk with their financial app to navigate features.
• Building a great search feature requires more than just resource docs. You need to provide users with a path to follow to fix their problem, not just provide them the information on how to fix the problem.

Quote of the Show:

• “We try to serve our customers in their channel of choice.” - Jose Quesada

Links:

• Twitter: https://twitter.com/JQuesadaM
• LinkedIn: https://www.linkedin.com/in/josequesadamedina/
• Website: https://www.americanexpress.com/

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M