#15 | DCX Perspectives and insights on digital customer experience
DCX Podcast #6 - Driving Insights and Action in CX; Is this the Next Evolution of Digital Books?; Links to Industry news, ideas, insights, and the DCX Thought Leader Profile of the Week
DCX Podcast #6 - Driving Insights and Action in CX
In this episode, I talk with Ed Murphy, Co-Founder and President, and Beth Karawan, Co-Founder and EVP of ImprintCX. ImprintCX is an integrated marketing and customer experience services company that provides insights, consulting, and activation for the Fortune 1000. The company is powered by sophisticated analytics, deep human understanding, and design thinking to help organizations develop strategies that will keep and expand their customer base.
7 Key Takeaways from the conversation:
CX is the meeting point for understanding what the customer wants, what their needs are, the branding, the marketing operations, and the organizational culture, where all these things come together.
What's missing is that organizations don't necessarily take a holistic view of CX.
It's not about having understaffed CX teams. It's that silos exist within the organization.
Your customer experience has to support your brand vision and your brand promise, the two go hand in hand.
The CX team's role is to keep the momentum going.
Too many companies have defaulted to believing that technology-based solutions are a cure-all.
64% of consumers in the US feel that companies have lost touch with the human element of customer experience. (PWC)
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Is this the Next Evolution of Digital Books?
I was recently introduced to Lit Videobooks by Nick Simon, Head of Sales. Through its videobook format, LIT has pioneered a new way for readers to consume bestselling nonfiction works. LIT works with top authors and award-winning filmmakers to translate books into 45- to 2-hour documentaries.
I am an avid reader (digital only, as you might imagine - Kindle and Audible are my go-tos) So I was intrigued by the idea of having a book come to life via video.
I selected The Trillion Dollar Coach excited to hear directly from the authors—Eric Schmidt, Jonathan Rosenberg, and Alan Eagle—as well as see images and visual re-enactments of how Bill Campbell impacted them throughout their careers. In just over an hour, I was able to get the main points of the book in a way that was both entertaining and time-saving.
You can purchase single videobooks from the library or you may choose to subscribe to the All Access program for a single low annual fee and unlock access to all LIT Videobooks.
Each videobook is supported by a video trailer, chapter-by-chapter summaries as well as Editorial reviews, and information about the author(s).
According to the company, videobooks enable faster learning - “Our brains process visuals 60,000x faster than text,” and deeper retention - “We retain up to 20% of written or spoken information, but up to 65% of visual information."
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Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
Customer experience and the future of work | MIT Technology Review
This report, “Customer experience and the future of work,” examines how organizations worldwide are reassessing their CX workforce and processes in the post-pandemic era. Based on a survey of 800 executives and a series of expert interviews.
I came across this research paper from 2020 this week. The paper goes into excruciating detail and challenges several notions regarding emotion's role and its influence on CX.
Customer Experience Research Fundamentals | Smaply Blog
Knowing your customer and understanding his or her experience with your product is crucial for improving it. This article covers the following key topics and processes.
What is customer experience research?
Why is customer experience research so important?
How to conduct customer experience research?
Different methods for customer experience research
The trick to making a good AI-powered chatbot might be to have humans tell it how to behave—and force the model to back up its claims using the internet, according to a new paper by Alphabet-owned AI lab DeepMind.
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’s feature is on Rob Dwyer, VP, Customer Engagement at Happitu
Rob is a kindred spirit when it comes to wanting the best customer experience possible. He leads client engagement at Customer Direct and Happitu, a software division of Customer Direct that provides a workforce and scripting platform that acts as a service team’s personal coach. Whether you need a US-based outsourcing partner or software solutions to take your contact center performance to the next level, he’s happy to discuss how he can help.
He also hosts Next in Queue, a podcast about people in the Contact Center and CX industries. Find all episodes and more on his blog - happitu.com/blog/. Yours truly will be on the show this Friday, September 30.
I highly recommend you reach out to him and say hi!
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