Question 2 —
Given 5CA’s operating model, what gives us an advantage over competitors when it comes to data?
5CA is a work-from-home pioneer. We’ve worked in the cloud for a long time. Data’s importance was always part of our CEO & Founder, Otto’s, vision. It’s a focus he’s invested in for a long time.
Our advantage is, as a data-driven company, the combination of CX content with in-dept sector knowledge and technology. This enables us to transform data into insights and make these also truly actionable.
We currently have a team of 25 data specialists dedicated to working in the data analytic space. Looking at our competitors, that’s quite large in relation to company size.
Size-wise, we’re a nimble organization. We experiment a lot, test a lot, and do a lot. This pragmatic can-do mindset — combined our Microsoft platform which enables us to test and learn quickly — gives us a head start with our competition.
What does the future hold for our operating model? Will it be a more hybrid way of working?
Data and technology impact our operating model through three angles: automation, insights, and augmentation.
First is how we use technology and data for automation. Citizen developers, using low-coding and no-coding, are crucial in our automation strategy. These enable our agents to automate from within the business and its processes, bringing content expertise together with automation. We also use automated translation services, chatbots, and knowledge base AI like Agent Help. In any case, our focus is increasing business value and the experience for our agents.
The second is providing actionable insights from data. Insights about customer journey, player journey. Sentiment analyses and feedback on product development. We give that feedback to our clients.
Finally, the third area is augmentation. We help our agents make better decisions and the clients get better results. We’re constantly working to improve customer satisfaction and player satisfaction by augmenting our agents with the latest technology. For example: using AI to access the knowledge base and to share best practices.
Those three areas impact not only our operating model but also affects the way we earn money and the services we deliver. It all ties back to our company’s innovation.
Innovation is, in fact, not just thinking about new solutions, but exploring business models. It’s capturing our peoples’ mindset and enable them to improve and achieve more. Putting automation at their fingertips with low-coding is a good example. That’s why I personally don’t see changing our business model as a threat. On the contrary, I see it as a tremendous opportunity.