TaskUs Human Centered, AI Amplified | Joe Anderson

Hey CX Nation,

In this week's episode of The CXChronicles Podcast #259, we welcomed Joe Anderson, Senior Director - Head of CX & Digital Transformation at TaskUs based in New Braunfels, TX.

TaskUs is a different breed of BPO. They are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. 

From Digital CX to Trust & Safety, AI Services, Risk + Response, Consulting, and anything in between, we consider ourselves responsible for protecting our partners’ interests and supporting their long term success through innovation and technology - powered by ridiculously smart people.

In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at TaskUs think through on a daily basis to build world class customer experiences.

**Episode #259 Highlight Reel:**

1. Leading AI-safety initiatives at TaskUs 
2. Developing and leveraging AI-powered analytics for customers
3. Partnering with Decagon and Regal focusing on augmentation
4. Constant monitoring & analysis of customer interactions to fuel sales
5. Leveraging playbooks & how-to guides to create incredible EX

Click here to learn more about Joe Anderson

Click here to learn more about TaskUs

Huge thanks to Joe for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.

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Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?

Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.

Transcript

Summary

NYC Living and Travel Experiences

The meeting began with casual conversation about the weather and living in New York City, where Joe shared his recent business trip to Manhattan for client events and meetings. They discussed the ease of transportation in Manhattan compared to other cities and the challenges of driving to airports in the New York area. The conversation concluded with a lighthearted exchange about living car-free in New York City for an extended period.

Customer Experience Strategies Discussion

Adrian introduced Joe Anderson, the senior director and head of CX and digital transformation at Taskus, as the guest for the episode. Joe shared his background and experience in customer experience, expressing his excitement to discuss customer experience strategies with Adrian and the audience. They discussed the format of the episode, including the focus on the four pillars of customer experience, team feedback, and customer feedback. The episode was set to cover various topics related to CX, including tools, processes, and stories from Taskus.

Customer Experience Strategy Insights

Joe discussed his background in management consulting at Deloitte, where he focused on customer experience strategy and systems work for enterprise clients. He transitioned to Taskus, where he leads their digital transformation and professional services, emphasizing the importance of understanding customer journeys and aligning tactical decisions with overall business strategy. Joe highlighted the significance of combining data and customer feedback to paint a comprehensive picture of customer experience, which is crucial in today's market where customer reviews heavily influence purchasing decisions. Taskus, as a business process outsourcing firm, focuses on digital customer experience, professional services, and technical support, serving various clients in these areas.

Taska's AI Safety and Testing

Joe explained Taska's three main business pillars: customer experience support, trust and safety through content moderation, and AI services including AI safety. He detailed AI safety's five components: alignment, robustness, interpretability, control and oversight, and risk mitigation. Joe described Taska's testing process for AI solutions, which involves thorough testing in both happy path and edge case scenarios to ensure the AI behaves as expected and can escalate to human agents when needed.

TaskUs's Global BPO Growth

Joe discussed TaskUs's operations and growth, highlighting their focus on supporting frontline teammates and providing them with necessary tools and technology. He mentioned that TaskUs has 61,500 employees worldwide, operates in 12 countries, and speaks 30 languages, making them a significant player in the BPO industry. Joe also shared that TaskUs is the fastest-growing BPO in its market segment, with a growth rate of over 20% in Q1 of the year.

Taska's Client Technology Customization Approach

Joe explained Taska's approach to client technology needs, noting they work with clients ranging from startups to Fortune 100 companies with varying technology maturity levels. He described how Taska helps clients either integrate with existing mature CX tech stacks or provides turnkey solutions for those without established technology. Joe emphasized that technology should always serve business goals, and while some tools are industry-agnostic, they customize solutions to meet specific client needs, particularly in manufacturing, retail, and e-commerce where case types and processes share similarities but require unique branding and policies.

AI Tools for Process Optimization

Joe discussed TaskUs's internal tools and processes, highlighting their use of AI and automation to improve efficiency in areas like analytics and customer management. He explained a new project involving a chatbot interface that can retrieve and analyze data points quickly, reducing the need for lengthy meetings and manual report generation. Joe emphasized the importance of leveraging AI to stay competitive in the rapidly changing business landscape. The conversation then shifted to process management, with Joe noting its critical role in continuous improvement and the need for effective frameworks to guide these efforts.

Customer Satisfaction and Service Impact

Joe discussed the importance of understanding the factors driving customer satisfaction or dissatisfaction, using an example from an online auto retailer where delays in car delivery led to customer complaints. He emphasized the impact of customer support representatives' behaviors, such as setting expectations and following up within 48 hours, on customer satisfaction. CXChronicles agreed, highlighting the significance of "blocking and tackling" in customer service and the need to close the loop with customers when issues arise.

Taskus Customer Feedback Strategy

Joe discussed how Taskus leverages customer feedback to improve client experiences and operational efficiency. He explained that Taskus collects feedback from both clients and end customers, using analytics and reporting to provide insights and recommendations to clients. Joe also highlighted how Taskus gathers employee feedback through shadowing sessions and internal forums, noting that many innovative ideas come from the front-line staff. He mentioned a recent partnership with Decagon and Regal to offer generative AI solutions that aim to augment rather than automate human work.