#12 | DCX Perspectives and insights on digital customer experience
DCX Podcast #5 - Conversational AI and Customer Service; NEW - 365 Days of Accountability ebook; Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
DCX Podcast #5 - Conversational AI and Customer Service
I sat down with Ted Mico, CEO and co-founder of Thankful, to understand the world of conversational AI, how support teams can survive during economic uncertainty, and what consumers are really looking for from brands.
7 Key takeaways from the discussion:
Conversational AI is a subset of general customer service AI
Each one of us will spend 43 days dealing with customer care throughout our lifetime
Creating a conversational AI solution for e-commerce is very difficult
AI is not yet at a level of understanding that knows when to engage and when not to engage
Customers of conversational AI tools have a basic misunderstanding of the capabilities of current market offerings
Customer service experience is mostly edge cases
Automation and AI are not a panacea for businesses - there’s still a long way to go.
Now available - 365 Days of Accountability ebook
I wrote this eBook to provide everyone with a daily shot of accountability.
𝟯𝟲𝟱 𝗗𝗮𝘆𝘀 𝗼𝗳 𝗔𝗰𝗰𝗼𝘂𝗻𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 offers daily inspiration and action-oriented reminders for your entire year. Each day features a sentence, thought, or quote that prompts reflection and motivates persistence over perfection.
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DCX is proudly supported by:
Dojo applies behavioral science, design thinking, current heuristics, exhaustive testing, and a keen eye toward the desired outcome to help our clients drive behavior change and increase productive customer engagement.
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Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
Life-saving CX: 4 Ways To Revive And Thrive With A Playbook For Digital Engagement | The Drum
Bad customer experience (CX) is a killer, but doing it well can be an incredible (and not necessarily expensive) unlock. Appnovation’s Richard Palmer tells us how brands can make sure they’re on the right side of that divide.
Are CX Professionals Ready to Create Metaverse Experiences? (cmswire.com)
The big question is, where does the average brand go with metaverse experiences today? Entrepreneurs whose CX team is, well, non-existent and CX ownership falls on “someone.” Or the brands that do have a chief customer officer or VP of customer experience that reports to the C-Suite.
The automotive industry is investing more in digital transformation and electric vehicles | ZDNET
The automotive industry is in the midst of a historic digital transformation. The Trends in Automotive report highlights the digital imperatives that are transforming the customer experience.
DCX Thought Leader Linkedin Profile of the week
Each week, I share the profile of someone I am connected to on Linkedin that I think will bring value to your life and career.
This week, I’d like to introduce you to Alex Mead. Alex is committed to driving CX innovation, delivering top-class customer experiences, operations efficiency & customer loyalty. He’s a strongly opinionated and outspoken advocate for the customer and the opportunities that lie in companies making the right investments in CX. Follow him and get his very insightful and thoughtful posts on the regular.
DCX Accountability Coaching - A 1:1 Coaching Experience
Helping digital customer experience leaders to unleash their full potential
Here's a simple 3 step framework for staying accountable:
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3. Commit to providing regular updates to them (daily, weekly, specific date)
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