#13 | Perspectives and insights on digital customer experience
eSIMs are Finally Going Mainstream; Linkedin DCX Poll; As a CX professional, do you ever feel stuck? Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
eSIMs are Finally Going Mainstream
Last week Apple announced it would not include a slot for physical SIM cards in its new iPhone 14, opting to use solely eSIM technology instead. This decision will change how people experience cell phone service, allowing them to switch carriers and enjoy cost savings while traveling. A recent survey by Amdocs revealed that most consumers do not know what eSIMs are or the advantages they offer. However, the study of 2,500 consumers across the US, UK, and Australia reveals a strong appetite for the enhanced flexibility, convenience, speed, and sustainability enabled by eSIM technology.
If you aren't aware, SIM is a technology that allows you to connect your phone to a cell phone provider without using a physical SIM card. When you use eSIM, you often only need to download an app and buy a subscription, then you are ready to surf and call with your new carrier, something that has proven extra smooth for people who travel a lot.
They offer various user benefits, like migrating networks without switching SIM cards.
This is a big deal for consumers. With eSIMs, you can switch between networks and carriers with just a few taps on the screen—no need to swap SIM cards or reboot your phone.
The technology also provides more security than traditional SIM cards. Since eSIMs don't leave physical evidence of their existence in the form of a card, hackers have less opportunity to steal data that's stored on them (like passwords). They're also much harder to clone, which helps reduce fraud and identity theft and makes it easier for customers to maintain control over their personal information.
Apple debuted eSIMs in 2018, with Dual-sim technology
eSIMs were introduced in late 2018 in the iPhone XS, XS Max, and XR as part of a dual Sim scheme. This meant the devices had both a slot for a physical SIM and support for an eSim. AT&T and Verizon started supporting the tech a few months later. The dual-sim technology allowed customers to have two phone numbers on one device. The first is a physical SIM that connects to your mobile carrier; the second is an eSIM from another provider.
eSIM is here, and it's only going to grow more popular!
With the recent announcement by Apple that the iPhone 14 will only have eSIM tech, the beginning to the end of physical Sims has begun.
They'll likely become so widespread that you won't even think about them anymore—like when Apple removed the CD-Rom drives from all their devices.
If you're a developer, this is good news! eSIMs allow for more flexibility in how users use their devices (and thus how developers can reach them). And if you're an end user? It means that many more possibilities are available for you to explore. With an eSIM, it will be more accessible than ever before to take advantage of new features like being able to switch carriers without having to go through cumbersome procedures; getting the best plan with the right mix of data, talk time, and text messaging allowances; even just finding out what's available at all!
And it isn't just about switching carriers: with an eSIM card installed, carrier branding will not be needed when buying new phones. This makes purchasing decisions more effortless than ever before because now nobody has any reason NOT TO choose their favorite device over another one just because they prefer its color scheme better!
Conclusion
eSIM technology is here to stay. It offers a lot of benefits to both users and carriers, and it's only going to be more popular as more devices include support for it. The technology can help users switch networks without changing SIM cards, which makes things easier when switching between companies or countries.
Which is the most important and exciting benefit of using eSIM-enabled devices?
Linkedin DCX Poll
Neck and neck results for CEO and CDO as accountable for the success of a digital transformation.
I want to put my vote in for the CEO as being accountable for the success of a digital transformation program. CDOs are responsible for defining the strategy and executing the plan. The ultimate success depends on the CEO and their commitment to the program, keeping it a high business priority, providing the proper funding and organizational resources, and instilling the mindset and commitment into everyone in the company.
But that's just me...Thanks for taking the time to cast your vote!!
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As a CX professional, do you ever feel stuck?
Feeling stuck. Every customer experience professional struggles with it at one point, especially when they're just starting and don't feel they have the expertise… or need a different perspective to help them discern what to do next.
Do these sound familiar?
"There's not enough time."
"There's not enough budget."
"I can't get the data I need."
"I think I'm in over my head."
"We don't have enough people to____."
"I can't get a response from the ____."
"I don't know what to do next."
"Dev says they need two more months."
"Well, I think I know what needs to be done, but ______. "
"Why are there so many leaders involved in making this decision?"
"There was a re-org, and now I don't know who owns this anymore."
It can seem overwhelming because there's always going to be something that can go wrong along the way.
Here are five ways to get unstuck:
1. Make sure you're clear on the problem and what needs to be done. The first step to finding a solution is being able to articulate the problem clearly. If you're unsure what needs fixing, how will you know when you've nailed it? If you aren't sure what your manager wants from you, ask for specifics and examples of what success looks like.
2. Take a step back from the situation, and try to look at it from someone else's perspective. Sometimes it's hard to see the big picture when you're up close and personal with a problem. It helps to step back and look at the situation from another person's point of view. For example, how would someone who doesn't know all the details see this situation?
3. Ask non-obvious questions to brainstorm new points of view. It's easy to get stuck in a problem-solution mindset. If you cannot come up with any ideas, ask questions that take the conversation differently. For example: What if we did it this way? (Open-ended question); What would happen then? (Open-ended question); How could we make this better? (Open-ended question); What would be the benefits of doing this differently? (Open-ended question)
4. Consult with teammates - ask for help. You can always ask for help. If you’re having trouble coming up with ideas, get together with your team and brainstorm them. You may also want to invite other people into the conversation who aren't directly involved in the problem at hand but have a different perspective on it (such as stakeholders and users).
5. Remember your mission - to deliver exceptional experiences for your customers. It’s easy to get caught up in the details and lose sight of your mission. Remembering that you’re here to deliver exceptional experiences for your customers will help you stay focused on what matters most.
If you aren't receiving the support or resources you need to do your job well, don't suffer in silence. Instead, talk to your manager or another member of your team about what's going on and find ways that they can help.
Anything else you do?
Remember: Customer experience leader is not a job. It's a mindset.
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Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
The wellness industry: Trends and predictions | The Next Normal | McKinsey & Company
What will the wellness market look like in 2030? Connected and customized according to a number of McKinsey executives. The wellness market is booming. Consumers intend to keep spending more on products customer'sve their health, fitness, nutrition, appearance, sleep, and mindfulness. In this edition, The Next Normal explores the fast-changing, fast-growing wellness industry.
The engaged, prepared agent is your secret to retail CX in 2022, and smart technology can help you support the people who are the face of your brand. Help agents adjust to the new ways of working required to help customers who are increasingly reaching out via digital channels. Equip them with the tools they need to deliver the experiences today's customers demand, giving them choice and autonomy to make their own decisions and create a healthy work-life balance and ensuring that your staffing levels set them up for success.
10 Impressive Examples of AI in Marketing
Artificial intelligence marketing (AI Marketing) is leveraging customer data and AI concepts like machine learning to anticipate your customer’s next move and improve the customer journey.
AI in marketing may feel more science fiction than fact to many, but it’s not a far-off concept; it’s here right now. According to Salesforce, just 29% of marketing leaders used AI in 2018, but that number surged to 84% by 2020. And by the end of 2021, global spending on artificial intelligence hardware, software, and services is expected to exceed $340 billion, per a forecast from IDC.
Here are ten examples to give you a sense of the range of applications and opportunities.
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.
Elena Garvey is a Sr. Director of Customer Experience at Linkedin, leading a team of experience professionals that obsess over the customer journey. She has a long customer experience history, with previous CX leadership positions at AIG and American Express.
I met Elena this past week when she generously provided time to give me feedback on my DCX Accountability Coaching program—and I loved how she approached her review. She asked insightful questions that gave me pause and inspiration to consider a new approach; Elena is also the host of the CX Show - Every month, the CX Show visits the iconic sites of NYC and shares stories of how customer and member experience is central to everything they do at LinkedIn. I think you will love her and her team’s energy and passion for CX!
More from Elena’s LI profile:
Culture builder, customer and employee experience fanatic, leader of global teams. My life's mission is to make a positive impact in my local community and the world at large. From an early age, I have used my voice to advocate for others and remain committed to underrepresented, underserved groups through my work and volunteer activities.
Would you like to work with me?
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