In a post-pandemic world of rising prices broken supply chains and disruptive technologies where do trust and transparency fit? Lisa shares her thoughts in a recent issue of CXO Magazine
Fixing the Customer Expectations Gap
The Customer talks to Lisa about the latest NTT research on the gap between customer experience and customer expectations and what role digital plays in building lifetime customer loyalty.
Breaking the Bias in AI and Automation
This year’s International Women’s Day theme ‘Breaking the Bias’ provided a terrific opportunity for The Times of India to talk about bias in automation and AI with two experts from NTT DATA – Anisha Biggers, Managing Director, Automation Advisory and Lisa Woodley, Vice President, Customer Experience.
Ethical Design Thinking
As technologies like artificial intelligence become more advanced, the question of what we should do is at times lost to the question of what we can do. And, what we can do often raises ethical concerns. Information Age sat down with Lisa to discuss the need for ethics in technology and provide some tips for how technology innovators can turn to designers to bring ethics front and center.
Tips for Prioritizing Customer Experience Investments
With so much technology available and resources constrained by budget considerations, how does a company prioritize its customer experience investments? Read what Lisa and other CX experts have to say.
In the Age of Alexa and Siri, Customer Data Makes or Breaks Relationships
In her newest byline for PaymentsSource Lisa talks about the rise of voice assistants in banking and the role data plays in creating successful interactions.
Digital Customer Experience in 2020: Cracking the Code on Data
Consumers want their digital experience with their financial institutions to improve, but their data is the key. What do they want and what do banks and insurers need to be ready to do to give it to them? Find out in the latest Whitepaper from Lisa Woodley and NTT DATA Services.
The Future of Digital Customer Experience in Insurance
In her latest contribution to PropertyCasualty360 Lisa talks about the growing demand for voice-controlled artificial intelligence (AI) is part of a bigger trend toward more personalized, customized, conversational digital experiences.
Banks risk missing the boat on voice-controlled AI and advanced payments data
In her article for PaymentsSource Lisa talks about the role of AI and voice enabled interfaces will play in the future of retail banking.
Zero One: CX Expert Taps the Power of Sci-Fi - Interview with The Var Guy
Lisa sat down with Tom Kanishege from The Var Guy to talk about all the things she loves: philosophy, science fiction, and bringing it all together in the name of digital transformation.
Keeping it Real in a CRM World
The AI Revolution in Insurance
Don’t bid farewell to your insurance agent just yet. NTT DATA Consulting's Lisa Woodley and Joel Collamer provide a reality check on AI’s transformative impact on the insurance industry.
Efficiency vs. Emotion: The Value of the Human in an Automated World
In Lisa's contributed piece for Insurance Industry Reporter she talks about the balance carriers must strike between the efficiency of automation and the inherently human emotional nature of insurance.
Keeping the human touch as AI takes hold in insurance
In her first article for PropertyCasualty360 Lisa talks about how insurance carriers can keep the human touch as while leveraging AI and automation for efficiencies.
Characteristics of Customer-Centric IT
With changing expectations of technology-enabled employees, internal IT groups need to break down traditional siloes and start thinking of the employees who consume their services as customers. Otherwise those “customers” will find workarounds, and IT’s tools, processes, and procedures will become irrelevant to everyone but IT.
The Customer-Centric IT Imperative
I spend a lot of time thinking about how IT organizations can become digital humanists and how using the process of design thinking leads to more lasting innovation and game-changing customer-centric solutions. But what does this mean for the IT organization whose job it is to keep the lights on? You’re not designing and developing the next great customer app; you’re troubleshooting laptop issues, managing IT tickets, and keeping the servers running through a system-wide upgrade.
Becoming a Digital Humanist
Rise of the Digital Humanist
I’ve got a confession to make, I’m not an IT person, and I don’t have a computer science degree. I’ve got a degree in philosophy and psychology. I’ve spent the last 15 years of my career understanding what people need and what motivates them. Having said that, I’m also fascinated by technology and the potential it has for transforming how people interact. I’m a digital humanist.