Hi, I'm Sean!
I'm a Conversation Designer working in this field for over 8 years, and in user experience & service design for over 11. I'm passionate about solving problems, designing & building customer journeys that make things easy for users, and working with all the different contact channels people use.
Skillset
Case studies
I've designed and built over 50 omnichannel conversational bots in the utilities sector, here's some highlights for a few of them.
Omnichannel & AI-enabled evolution
Taking a UK energy supplier from traditional IVR and voice-only automation, to omnichannel conversational automation delivered to over 99% of customer contacts.
Find out more
Multimodal email address capture
A data quality bot that captures missing email addresses. This is not practical in voice, so the voice journey variant uses realtime SMS to capture an accurate email through a side-channel.
A bit more detail
Direct Debit management
A suite of omnichannel mini-applications letting energy customers setup & manage Direct Debit payments--compliant with the UK Direct Debit scheme. Includes negotiation journey for debt recovery, as well as a handy explainer-app to detail exactly how their DD is calculated.
A bit more detail
Energy Contract Renewal
Designing a complex voice & chat customer journey to allow customers to find the best new contract for them, work through the details of the contract and go through to final acceptance without having to speak to an agent.
More info
Enhanced Identify & Verify
Building a customer identification system that successfully matches callers and chatters to a customer account over 95% of the time, allowing us provide self-service and personalised experiences.
Check out more
Price change mitigation
Energy prices change quite regularly, and this causes a huge influx of customer contact in response to media attention—even from customers it doesn't affect. This bot lets customers know if they're personally affected or not, and if so what they can potentially do about it.
Find out more
Card payments
Designing & managing an all-channel PCI-compliant card payment solution, with the ability to save previously used cards and re-use them for future transactions.
Smart Meter IHD diagnostics
A trouble-shooting application for customers experiencing problems with their smart electricity & gas meters, or their smart in-home display. Resolves the top 12 issues for customers without having to speak to agent or have a home visit.
Appearances
In recent years I've enjoyed taking part in public discussions, webinars and the like about Conversation Design. Here's some of the lates ones.
AI & The Economist: Using AI and data to drive customer engagement
with Charlie Godfrey, Phillip Cornell and Sean Maddison
Discover what separates AI leaders from other organizations, including how they:
- Use AI to understand customer pain points
- Take a more sophisticated view of how AI can enhance the customer journey and employee experience
- Harness the most powerful capabilities AI brings to customer experience
An Insight into how E.ON Energy manage both planned and unexpected changes
with Alberto Pasi, Dominique Pfeffer and Sean Maddison
Join utility company E.ON, as they discuss how they are delivering the art of the impossible by changing to a more customer conversational mindset with Genesys and Google Cloud.
Premier CX & E.ON: The only constant is change
with Sally Greenaway, Phil Tanner and Sean Maddison
Over 3.8 million customers choose to get their energy from E.ON, making them one of the leading energy providers in the UK.
With over 5,500 agents working in contact centres around the world, their aim is to make energy simpler, smarter and more sustainable.
Genesys Xperience Conference 2022
Sean Maddison as a panellist
In a time when customer and employee loyalties are declining, the next horizon of experiences will be built for people. During Xperience, attendees will hear how to connect the physical and digital realms where people live and work through fluid experiences.
This page was last updated on 6 April 2023.