#22 | DCX - Perspectives and insights on digital customer experience
DCX Podcast #8 - Moving Beyond Surveys with Predictive CX Analytics; Seven Truths for CX Teams; Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
Moving Beyond Surveys with Predictive CX Analytics
DCX Podcast #8
Welcome to the DCX podcast where I interview leaders in the customer experience base about how digital is changing the landscape, and how you can leverage these changes for success in your business.
Today I'll be talking with Richard Owen, the founder of OCX Cognition, a predictive CX analytics software company. Richard was part of the original team that developed the NPS methodology with Fred Reichheld and brings this and more than 15 years of CX expertise to today's conversation. He's also the co-author of ‘Answering the Ultimate Question’ which quickly has become the how-to guide for NPS practitioners.
Here are 7 key takeaways from the conversation:
NPS was really just a mechanism for putting customers in three buckets. There's a great elegance to this idea of dividing customers into three groups that behave with different economic patterns.
We should separate the idea of NPS as a metric from its association with its collection mechanism. The NPS metric is great. The mechanism is broken.
Whether the customer is a promoter or detractor or any method mechanism you want, it's probably determined by a relatively small list of things that happen.
Surveys are very poor at generating core data but extremely useful in teaching machines to think like a customer.
Customer relative choice, how they evaluate decisions, is extremely stable and benefits from large numbers across a large survey base.
Augment human decision-making with data and you'll get better decisions.
The most profound impact of predictive CX in the next five years is going to be on the way in which frontline people do their jobs.
DCX is proudly supported by the following:
Seven Truths for Customer Experience Teams
How to Get Things Done, Together
If you're new to the customer experience team or even if you're a seasoned veteran, customer expectations, technologies, tools, and platforms are changing so quickly that anyone can feel overwhelmed.
Here are 7 things I've learned along the way that I hope will help in these exciting times:
Etc.
Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
This article offers a brief overview of customer experience-related topics and answers questions such as:
Malcolm Gladwell with Stephanie Mehta: Untangling the contradictions in conversation | Qualtrics AU
Video interview between New York Times Bestselling Author Malcolm Gladwell in conversation with former Fast Company Editor Stephanie Mehta. (Registration required) Well worth the time and effort.
Digital Disruption: New Face, Same Brutal Pace | Bain & Company
Of the 1,400 business leaders surveyed across 13 countries and all major industries, 70% are already experiencing significant digital disruption. 85% believe disruption will maintain its blistering pace or even accelerate over the next five years.
Early-stage transformers are more advanced but behind the strong digital chasers. Almost 80% of disrupters gained market share over the last two years, and almost two-thirds are building “Engine 2” digital businesses outside their core as a response to both opportunity and disruption.
DCX Thought Leader Linkedin Profile of the week
Every week, I share a person's profile from Linkedin that I think will benefit your life and career.
This week, I’d like to introduce you to, Jay Schneider, CXO at Royal Caribbean Group
In the last 6 years as Chief Product Innovation Officer and SVP, Digital of Royal Caribbean International, Jay has continuously pushed the envelope to develop engaging and delightful guest experiences. He has a large remit, including overseeing the product development teams, which focus on creating new concepts, venues, and experiences.
In addition, Schneider has also led the digital transformation of the family of cruise brands. His goal has always been to remove the friction that comes with things like paper forms and lines so that guests can enjoy more of their time off, he says. The design of the brands’ latest mobile apps and new features have created a more seamless vacation experience.
Recent accomplishments for Jay and his teams include the combination of new and signature experiences on the world’s largest cruise ship, Wonder of the Seas, and North America’s first Quantum Ultra Class ship, Odyssey of the Seas. They are continuing to push the envelope as Royal Caribbean develops new experiences, destinations, and ships years into the future, including a revolutionary class of ship that debuts in fall 2023 – Icon Class.
Definitely worth following Jay to see what he will do next!
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