Leveraging Technology to Meet the Needs of End Users with Boone Putney, Chief Technology Officer at Fetch Package
01/11/22 • 30 min
This episode features an interview with Boone Putney, Chief Technology Officer at Fetch Package. Boone talks about bringing excitement and beauty into the customer experience, the importance of all teammates understanding the end user, and how technology and CX go hand in hand.
Quotes
*“I'm definitely passionate about the customer side of things. I think you can have some pretty hollow technology if you're not thinking about the implications of the customer experience. Same thing if you're exclusively thinking about the customer experience and not figuring out ways to leverage technology to deliver that experience.”
*”Our entire team has an understanding of the end user. And our product managers have an end user focus. Their core job is to make sure they're bringing to the table this end customers’ core needs, and they can know that customer better than anybody. And then they can interface with the technology and the engineers to figure out a solution together, and make sure we're building the right solution. User research and user testing is a big piece of that. Having somebody dedicated to knowing that user and being their advocate within the product delivery process is very impactful for us.”
*”I love sales. We wouldn't have any jobs if it weren't for sales. But I think the place I've seen some cultures go wrong is being very sales driven, where you have a customer or a certain set of customers ask for functionality and just smashing it through the product without really understanding how it affects the core offering and the rest of the user base. So we're lucky that we can take a look at that from all angles instead of any individual perspective.”
*”[Customers] want us to take good care of their packages, to alert them when we have a package and make sure we deliver a package when we say we're going to, the way we say we're going to. But beyond that, anything we can do to bring some excitement and beauty into the process is really important for that end user.”
*“The most important thing to me is the symbiotic nature of technology and customer experience. In this day and age, you can't really have one without the other. Or you can, but it just won't be a great experience.”
Time Stamps
*[0:08] The Case of Multiple End Users
*[0:33] Introducing Boone Putney, Chief Technology Officer at Fetch Package
*[8:57] Evidence #1: Using clunky pre-existing tech tools
*[12:37] Evidence #2: Most processes are manual and inefficient
*[22:54] Evidence #3: Gig workers' rely on their parent company's app
*[27:19] Debrief
*[28:11] HGS Pub
Bio
Boone has spent over 25 years writing software from games for the TI-83 calculator to developing solutions for Fortune 500 companies facilitating billions of dollars in annual transactions. Luckily enough, his first introduction to programming was in 2nd grade as part of an advanced curriculum in the Austin area public school system. He soon convinced his parents to purchase the first family computer with a 25MHz processor and 8MB of memory. Boone continued his software engineering education through high school and college where he graduated Summa Cum Laude with a degree in Computer & Electrical Engineering from the University of Texas. After graduation, Boone spent the intervening years developing software and leading teams across large multinational corporations and start-ups alike including UPS, State Farm, Waldo, CardMyYard, and Pizza Hut.
Thank you to our friends
This podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.
Links:
Connect with Boone on LinkedIn
This episode features an interview with Boone Putney, Chief Technology Officer at Fetch Package. Boone talks about bringing excitement and beauty into the customer experience, the importance of all teammates understanding the end user, and how technology and CX go hand in hand.
Quotes
*“I'm definitely passionate about the customer side of things. I think you can have some pretty hollow technology if you're not thinking about the implications of the customer experience. Same thing if you're exclusively thinking about the customer experience and not figuring out ways to leverage technology to deliver that experience.”
*”Our entire team has an understanding of the end user. And our product managers have an end user focus. Their core job is to make sure they're bringing to the table this end customers’ core needs, and they can know that customer better than anybody. And then they can interface with the technology and the engineers to figure out a solution together, and make sure we're building the right solution. User research and user testing is a big piece of that. Having somebody dedicated to knowing that user and being their advocate within the product delivery process is very impactful for us.”
*”I love sales. We wouldn't have any jobs if it weren't for sales. But I think the place I've seen some cultures go wrong is being very sales driven, where you have a customer or a certain set of customers ask for functionality and just smashing it through the product without really understanding how it affects the core offering and the rest of the user base. So we're lucky that we can take a look at that from all angles instead of any individual perspective.”
*”[Customers] want us to take good care of their packages, to alert them when we have a package and make sure we deliver a package when we say we're going to, the way we say we're going to. But beyond that, anything we can do to bring some excitement and beauty into the process is really important for that end user.”
*“The most important thing to me is the symbiotic nature of technology and customer experience. In this day and age, you can't really have one without the other. Or you can, but it just won't be a great experience.”
Time Stamps
*[0:08] The Case of Multiple End Users
*[0:33] Introducing Boone Putney, Chief Technology Officer at Fetch Package
*[8:57] Evidence #1: Using clunky pre-existing tech tools
*[12:37] Evidence #2: Most processes are manual and inefficient
*[22:54] Evidence #3: Gig workers' rely on their parent company's app
*[27:19] Debrief
*[28:11] HGS Pub
Bio
Boone has spent over 25 years writing software from games for the TI-83 calculator to developing solutions for Fortune 500 companies facilitating billions of dollars in annual transactions. Luckily enough, his first introduction to programming was in 2nd grade as part of an advanced curriculum in the Austin area public school system. He soon convinced his parents to purchase the first family computer with a 25MHz processor and 8MB of memory. Boone continued his software engineering education through high school and college where he graduated Summa Cum Laude with a degree in Computer & Electrical Engineering from the University of Texas. After graduation, Boone spent the intervening years developing software and leading teams across large multinational corporations and start-ups alike including UPS, State Farm, Waldo, CardMyYard, and Pizza Hut.
Thank you to our friends
This podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.
Links:
Connect with Boone on LinkedIn
Previous Episode
The Pandemic Pivot with Keren Lynch, Publicist and Manager of Communications for the Anaheim Ducks
This episode features an interview with Keren Lynch, Publicist and Manager of Communications for the Anaheim Ducks. Keren talks about the challenges they faced during the pandemic as an in-person events based business. She shares how the Ducks worked to be an asset to their community, and to engage with their fan base in new and unique ways, including socially distanced and virtual events.
Quotes
*“We ran a few food drives during the pandemic just to make sure everybody in our community had the resources during this time. We did a back to school drive where we made sure kids had supplies for school. We also did a number of socially distance events in the parking lot. So we really tried to stay as engaged as we could with our fan base, given the restrictions and keeping everybody safe. But it was a really neat time just because you realized how much of a community asset we were.”
*“I think the best thing that has come out of the blended world is really seeing how much we're able to do without having fans actually come to the building, and how much we've been able to engage with the community and help in other ways, besides from the hockey standpoint. We have great ownership that allow us to do that and have given us the ability and the resources to be able to do that. And so it's just a testament to our foundation and our DNA that's within the brand. [...] I think that that's something that our ownership, the Samueli's, really try and touch upon and make part of our culture. And obviously we love having people to hockey games and that's always going to be the biggest draw. But I think that our charity component and everything we do off ice has really taken center stage.”
Time Stamps
*[0:08] The Case: The Pandemic Pivot to Virtual Engagement
*[0:36] Introducing Keren Lynch, Publicist and Manager of Communication for the Anaheim Ducks
*[5:40] Evidence #1: Reliance on in-person events revenue
*[16:20] Evidence #2: Struggling to diversify events
*[19:57] Debrief
*[21:08] HGS Pub
Bio
Keren Lynch is the Publicist and Manager of Communications for the Anaheim Ducks professional hockey team based in Anaheim, California. Previously, Keren was a Marketing And Public Relations Consultant at Stanton.
Thank you to our friends
This podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.
Links:
Connect with Keren on LinkedIn
Next Episode
Balancing Automation with Human Interaction with Melissa O’Brien, Research Leader at HFS Research
This episode features an interview with Melissa O’Brien, Research Leader at HFS Research. Melissa discusses simple ways to apply automation to both the customer and employee side to create an efficient and balanced customer experience.
Quotes
*”There's so much data, in particular in the contact center, that just gets overlooked. It's a treasure trove of information. How can you understand your customer before they call in? Do you have kind of a golden record or repository of this customer's background, their buying habits and what their social media sentiment has been? I think one of the big things that you can use data for is to actually help an agent have context before a customer gets on the phone. And that you can really tackle by having the right kind of omni-channel and the right CRM integrations.”
*”A lot of times, companies have a software license that comes with a chat bot, so they feel compelled to roll it out. And that has resulted in a lot of chat bot fatigue. Because it’s a poorly designed chat bot. They're just put out there with their FAQ's. You could get the same responses just searching the website. It's not just ineffective, it's also a detriment to the brand, because people are then having frustrating experiences on your site.”
*”If you do it really well, you have this nice flow between an intelligent virtual assistant and an agent. If it needs to hand off for context, that's going to make or break an experience.”
Time Stamps
*[0:08] The Case of Balancing Automation with Human Interaction
*[0:44] Introducing Melissa O’Brien, Research Leader at HFS Research
*[4:59] Evidence #1: All processes are manual
*[10:15] Evidence #2: Implementing automation seems too big a task
*[14:09] Evidence #3: No visibility on data to pinpoint what to automate
*[25:50] Debrief
*[26:35] HGS Pub
Bio
Melissa O’Brien is Research Leader at HFS Research. Melissa leads HFS’ research initiatives for CX services including digital marketing and sales, contact center, and digital associates. Melissa brings over 13 years of both hands-on industry and analyst experience to her role at HFS. She previously led IDC’s Worldwide Customer Experience Management Services program, including in-depth analysis of evolving contact center business process delivery and consumer communication trends.
Thank you to our friends
This podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.
Links:
Connect with Melissa on LinkedIn
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