#26 | DCX - Perspectives and insights on digital customer experience
The role of the CX Leader; 13 ways to build your influence as a CX leader; Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
The role of the CX leader
As a CX leader, it's my job to create a culture that values the customer experience above all else. And let me tell you, it's no easy task. But I believe that when we put the customer at the heart of everything we do, we can create a truly remarkable experience that keeps them coming back for more.
First and foremost, it's crucial that we listen to our customers. We need to hear what they're saying and, more importantly, what they're not saying. This means regularly soliciting feedback and analyzing data to identify areas where we can improve.
Once we've identified these areas, it's our responsibility to work with every department and team to develop strategies and initiatives that will enhance the customer experience. And let me tell you, it takes a village. Everyone must be on board and committed to the customer's success, from sales and marketing to product development and customer service.
But it's not just about developing the right strategies – it's also about setting clear goals and expectations for every team member. We need to establish metrics that measure progress and hold ourselves accountable for meeting these goals. And we need to provide the necessary resources and support to help our team members succeed in their roles.
The role of the CX leader is to create a culture that values the customer experience.
To achieve this, organizations need to identify and focus on ten growth paths that will drive customer experience forward.
These paths are
customer journey mapping
customer segmentation
customer insights
customer engagement
customer advocacy
customer service
customer loyalty
customer satisfaction
customer intelligence
customer experience innovation
Each path requires organizations to invest in the right technology and processes to ensure that customers receive the best possible experience.
Additionally, organizations must invest in their employees, providing them with the necessary training and resources to deliver a great customer experience.
Ultimately, creating a culture that values the customer experience takes effort, commitment, and collaboration. But when we get it right, the rewards are immeasurable.
Happy customers lead to business success and long-term loyalty. So let's continue to put the customer at the center of everything we do and watch our businesses thrive.
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13 ways to build your influence as a CX leader
Are you ready to take your CX leadership to the next level? Do you want to build your influence as a CX leader? It starts with knowing yourself, your team, and your company. Only then can you create a customer-centric culture that drives business success.
Here are 13 ways to build your influence and drive customer-centric success:
1. Be flexible
2. Ask for help
3. Be vulnerable
4. Give feedback
5. Speak the truth
6. Show up authentically
7. Create a culture of innovation
8. Listen to learn, not respond
9. Become a source of connection
10. Be passionate about the work you do
11. Embrace failure as part of the journey
12. Lead with questions instead of answers
13. Celebrate successes no matter how small they may seem
No matter your approach, the key to success is to stay true to yourself, your team, and your customer.
It's not always easy to be a CX leader, but staying focused on the customer can tremendously impact your organization's success. Keep these 13 tips in mind; you'll be well on your way to being an influential CX leader.
Etc.
Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
According to a recent survey by cloud contact center provider UJET, consumers view using chatbots for customer service as an increasing source of frustration. The survey raises questions about today’s AI capabilities—particularly regarding channeling human empathy.
As Frontier Airlines seeks to cut costs by eliminating live operators, customers may lose their loyalty due to poor customer service. This problem arises when companies put too much trust in technology that isn’t quite ready for prime time.
Frontier Airlines has removed the option to call its customer service representatives. Instead, the carrier will ask its customers to contact them only via digital channels. Customers expect more, not less, effective interactions with brands across all sectors.
The success of Frontier’s strategic decision will be a yardstick for the rest of the industry. Competitors such as Delta are already making gains in the CX battle.
8 Insightful Customer Journey Analytics Examples (genesys.com)
Customer-centric enterprises are increasing their investment in customer experience technology that enables teams to measure and improve key business outcomes, such as maximizing lifetime value or reducing costs.
Analytics are helping CX leaders connect the dots between customer behavior and business metrics. Learn how leading enterprises are using customer journey analytics in the real world.
This week’s DCX Newsletter is Supported by:
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 Cobus Greyling. Cobus explores and writes about all things at the intersection of AI and language; NLP/NLU/LLM, Chatbots, Voicebots, CCAI, Ambient Orchestration, and Ubiquitous User Interfaces.
Cobus is the Chief Evangelist at Humanfirst.ai, a no-code, data-centric,
NLU design suite. If you have an interest in Chatbots, conversational AI, NLU/NLP, and more, Cobus is your go-to. He believes that natural language data is the most untapped resource companies have today. HumanFirst.ai has developed what they hope will be a ubiquitous tool for working with natural language data, organizing and transforming natural language data around the simplest of interfaces, available to anyone.
If AI and Chatbots are your thing, check out Cobus’ Medium Articles for in-depth explorations into all these topics, and definitely follow him on LinkedIn.
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