We have been closely watching the amazing trajectory of AI tools this year. Our recent posts about <a href="https://cms.excopartners.com/2022/12/21/interview-with-a-robot" data-type="post" data-id="4153">Chat GPT</a> and <a href="https://cms.excopartners.com/2023/01/06/is-this-the-end-for-ux-designers" data-type="post" data-id="4227">Midjourney</a> have explored how these tools are becoming more accessible and obvious in their use in our day-to-day work lives.



In what appears to be another amazing leap forward, Microsoft has just announced their new product, Microsoft 365 Co-Pilot. 



But what is Microsoft Co-Pilot? Why should I care, and more importantly, should I be scared for my job?



Microsoft Co-Pilot is a new set of Artificial Intelligence (AI) based tools and services that Microsoft are building into their Microsoft 365 apps. In Microsoft&#8217;s works, Co-Pilot combines the power of large language models (LLMs) with your own data in the Microsoft Graph and the Microsoft 365 apps&nbsp;to turn your words into the most powerful productivity tool on the planet. Sounds impressive.







Using Copilot in everyday tools



The main way you can interact with Copilot is through the Microsoft 365 apps you use every day. Copilot is embedded into apps such as Word, Excel, PowerPoint, Outlook, Teams, and more. You can give it natural language prompts, and Copilot will help generate the code, text, analytics and more to reduce the manual effort in your information work. Here are some further examples of how Copilot can benefit you:



<ol type="1">
<li>Copilot in Outlook – spend less time combing through your Outlook emails.<ol><li>Summarise long emails and email threads with multiple people, understanding not only what has been said, but the different viewpoints of each person, and identify any open questions that have not been answered.</li></ol><ol><li>Turn quick notes you have taken into professional messages.</li></ol>
<ol>
<li>Catch up on emails while you have been away and flag any important items.</li>
</ol>
</li>



<li>Copilot in PowerPoint – spend less time with manual formatting and layouts.<ol><li>Turn existing written documents into PowerPoint presentations, complete with speaker notes and sources.</li></ol>
<ol>
<li>Condense lengthy presentations with just a single click and use natural language commands to adjust layouts and formatting, and add perfectly timed animations.</li>
</ol>
</li>



<li>Copilot in Excel – spend time less time working out the right formulas to write.<ol><li>Generate reports by asking questions in natural language about your data to help analyse and explore your data.</li></ol><ol><li>Create visualisations based on the outcomes you describe.</li></ol>
<ol>
<li>Model what-if scenarios based on the questions you ask.</li>
</ol>
</li>



<li>Copilot in Word – be more productive with assistance in editing<ol><li>Assist in researching and summarizing it into draft documents, including sources</li></ol><ol><li>Checking, changing, and aligning the tone of your documents, e.g. professional, casual, thankful, etc.</li></ol>
<ol>
<li>Making the text more concise or detailed, depending on the intended audience.</li>
</ol>
</li>



<li>Copilot in Teams – be more efficient in collaborating<ol><li>Summarise meeting discussion into notes and highlight</li></ol> outcomes and actions requiredAssisting with analysing the advantages and disadvantages of the discussion topic in real-time
<ol>
<li>Scheduling initial and follow-up meetings more efficiently based on what Copilot hears in meetings.</li>
</ol>
</li>
</ol>







Introducing Business Chat



The second approach to using Microsoft Copilot is an entirely new experience. Business Chat works alongside you, with access to all your apps and data, some of which are described above. The aim is to spend less time focused on individual tools and apps and more time focusing on the work to be done. Business Chat will bring together data from across all documents, emails, presentations, calendars, notes, and contacts, which you can access, to help summarise chat, write emails, find key dates, create a plan, and many other activities.







How does it work?



Microsoft 365 Copilot obtains access through its use of Microsoft Graph, the access engine you currently use today, behind the scenes. It is based on large language models to continue learning and improving the more you use it. It is still important to note that, like any other AI tool, it depends on human interaction and feedback to improve continuously. We would encourage leveraging Copilot to reduce the labour-intensive tasks in your daily workload, but it does not replace the need for human decision-making and, even more importantly, giving feedback to ensure the results improve over time. We are excited about the future of work!







What does it mean for you?



The use of Copilot could mean saving hours of collating, writing, sourcing, and editing documents, presentations, emails, and other Microsoft apps. It can also reduce time spent on repetitive tasks, all while being instructed by you, the user. This frees up your time to be productive and creative and, ultimately, focus on providing value while having fun at work.



You can read more of the initial blog post here: <a href="https://blogs.microsoft.com/blog/2023/03/16/introducing-microsoft-365-copilot-your-copilot-for-work/">https://blogs.microsoft.com/blog/2023/03/16/introducing-microsoft-365-copilot-your-copilot-for-work/</a>

robot-pilot-4-exco

Will Microsoft Copilot change the way we work?

In today&#8217;s competitive market, creating exceptional customer experiences has become a key differentiator for businesses. However, designing great experiences is not just about making things look pretty, but about understanding customers&#8217; needs, preferences, and pain points, and designing products, services, and interactions that meet or exceed their expectations. This is where customer experience design and customer obsession come into play. Customer experience design is the process of creating positive interactions between customers and a business, while customer obsession is a mindset that puts the customer at the center of everything a business does. In this white paper, we will explore why customer obsession is crucial to designing exceptional customer experiences, how to create a customer-obsessed culture, and examples of customer-obsessed companies.







<h2 class="wp-block-heading">Introduction</h2>



In today&#8217;s age of instant gratification and endless choices, customers are no longer just buying products or services, they are buying experiences and emotions. A great customer experience can lead to customer loyalty, repeat business, positive reviews, and word-of-mouth referrals. On the other hand, a poor customer experience can lead to customer churn, negative reviews, and reputational damage. Therefore, designing exceptional customer experiences has become a strategic imperative for businesses that want to survive and thrive in the long run. However, designing exceptional customer experiences is not easy, as it requires a deep understanding of customers&#8217; needs, preferences, and pain points, as well as a culture of empathy, experimentation, and continuous improvement. This is where customer experience design and customer obsession come into play.



What is customer experience design? Customer experience design is the process of creating positive interactions between customers and a business. It involves understanding customer needs, preferences, and pain points, and designing products, services, and interactions that meet or exceed their expectations. Customer experience design is not just about making things look pretty, but about making things work seamlessly and delightfully. It requires a multidisciplinary approach that includes user research, interaction design, visual design, content strategy, and technology. Customer experience design is not a one-time activity but a continuous process that involves iterating and improving based on customer feedback and business objectives.







<h2 class="wp-block-heading">Why is customer experience design important? </h2>



Customer experience has become a key differentiator in today&#8217;s competitive market. Customers are no longer just buying products or services, they are buying experiences and emotions. A great customer experience can lead to customer loyalty, repeat business, positive reviews, and word-of-mouth referrals. On the other hand, a poor customer experience can lead to customer churn, negative reviews, and reputational damage. Therefore, designing exceptional customer experiences has become a strategic imperative for businesses that want to survive and thrive in the long run. A great customer experience can provide several benefits, such as:



<ul><li>Increased customer satisfaction and loyalty</li><li>Higher customer lifetime value</li><li>More positive reviews and referrals</li><li>Improved brand reputation and differentiation</li><li>Higher revenue and profitability</li></ul>



<h2 class="wp-block-heading">What is customer obsession? </h2>



Customer obsession is a mindset that puts the customer at the center of everything a business does. It means being deeply curious about customers&#8217; needs, behaviors, and emotions, and using that knowledge to create better products, services, and experiences. Customer obsession requires a culture of empathy, experimentation, and continuous improvement. Customer obsession is not just about listening to customers but also about understanding them deeply and empathizing with their perspectives. Customer obsession is not a one-time activity but a continuous process that involves iterating and improving based on customer feedback and business objectives.







<h2 class="wp-block-heading">Why is customer obsession important? </h2>



Customer obsession is the foundation of customer experience design. It ensures that businesses are solving real customer problems and not just chasing the latest trends or fads. It creates a virtuous cycle where businesses listen to customers, create better products and services, and build long-term relationships based on trust and loyalty. Customer obsession provides several benefits, such as:



<ul><li>Greater customer loyalty and advocacy</li><li>Increased customer satisfaction and retention</li><li>Improved customer acquisition and conversion rates</li><li>Enhanced employee engagement and satisfaction</li><li>Higher revenue and profitability</li></ul>







<h2 class="wp-block-heading">How to create a customer-obsessed culture? </h2>



Creating a customer-obsessed culture requires a top-down approach that involves leadership, employees, and customers. Here are some tips on how to create a customer-obsessed culture:



<ol><li>Start with why: Clearly communicate why customer obsession is important and how it aligns with the company&#8217;s mission and values.</li><li>Lead by example: Demonstrate customer obsession at all levels of the organization, from the CEO to the front-line employees.</li><li>Empower employees: Give employees the authority and resources to solve customer problems and make decisions that benefit the customer.</li><li>Listen to customers: Collect customer feedback through multiple channels, such as surveys, interviews, social media, and customer support interactions.</li><li>Act on feedback: Use customer feedback to identify areas for improvement and make changes that benefit the customer.</li><li>Celebrate success: Recognize and reward employees who demonstrate customer obsession and achieve customer-centric goals.</li><li>Continuously improve: Embed customer obsession in the company&#8217;s DNA and make it an ongoing priority for the business.</li></ol>







<h2 class="wp-block-heading">Examples of customer-obsessed companies</h2>



There are several companies that are known for their customer obsession and have achieved great success as a result. Here are some examples:



<ol><li>Amazon: Amazon is famous for its customer-centric culture, which is embodied in its leadership principles. The company is obsessed with providing the best customer experience possible and uses customer data to inform its decisions.</li><li>Atlassian: Atlassian is an Australian software company that provides collaboration tools for teams. The company is known for its customer-centric culture and has won several awards for its customer service.</li><li>Apple: Apple is known for its innovative products, but also for its customer-centric approach. The company designs its products with the customer in mind and provides exceptional customer support.</li><li>Canva: Canva is an Australian graphic design platform that allows users to create a wide range of designs. The company has a strong focus on the customer experience and has received high praise for its customer support.</li><li>RACV: The Royal Automobile Club of Victoria (RACV) is a membership-based organization that provides a range of products and services, including insurance, roadside assistance, and travel. The company is known for its customer-centric approach and has won several awards for its customer service.</li><li>Telstra: Telstra is Australia&#8217;s largest telecommunications company, providing a wide range of products and services to consumers and businesses. The company has a strong focus on the customer experience and has made significant investments in its customer service operations.</li><li>Westpac: Westpac is one of Australia&#8217;s largest banks and is known for its customer-centric approach. The company has a range of initiatives aimed at improving the customer experience, including customer feedback programs and customer service training for employees.</li></ol>







<h2 class="wp-block-heading">Conclusion</h2>



Creating exceptional customer experiences is a strategic imperative for businesses that want to survive and thrive in the long run. Customer experience design and customer obsession are two key components of this effort. Customer experience design involves understanding customers&#8217; needs, preferences, and pain points, and designing products, services, and interactions that meet or exceed their expectations. Customer obsession involves putting the customer at the center of everything a business does and creating a culture of empathy, experimentation, and continuous improvement. By embracing customer obsession and creating exceptional customer experiences, businesses can achieve greater customer loyalty, increased revenue and profitability, and a stronger brand reputation.

April 2023

Will Microsoft Copilot change the way we work?

The Power of Customer Obsession in Designing Exceptional Cus...