#52 | DCX - Perspectives and insights on digital customer experience
1 Year Celebration! - A Year of Growth and Exploration - My Reflections; A Special Gift for You; The Dawn of a New Era; Dive into Spatial Computing; Links to Industry news, ideas, insights, and more!
The DCX Newsletter is 1 year old today!
DCX is read weekly by 480 CX professionals across 36 US states and 59 countries. Thank you all!
A Year of Growth and Exploration - My Reflections
Wow, has it been a year already? Time sure flies when you're knee-deep in the exciting digital customer experiences (DCX) world! As the writer and publisher of this newsletter, I have to say this year has been an incredible journey of growth, learning, and collaboration.
I remember penning the first edition like it was yesterday. My mind buzzed with ideas, thoughts, and a whole lot of nerves. This newsletter was meant for you, my fellow CX enthusiasts, who navigate the ever-changing world of customer experience. I aimed to spotlight trailblazers, dig into the latest strategies and tools, and share some cool insights. Looking back, I like to think I've done just that.
I've had the privilege of creating and sharing with you 52 weekly newsletters, each one filled with exciting news, fresh insights, and a sincere desire to expand our collective understanding of the DCX landscape.
At the heart of our discussions has always been the understanding that companies do more than just sell goods or services in today's fast-paced world. They engage in a dance of creating deep, meaningful relationships with customers.
We've embraced the truth that customers today expect interactions to be instantaneous, personalized, and on their terms. We've dug into the importance of a comprehensive digital customer experience strategy to meet these heightened expectations. Without it, the threat of obsolescence looms large.
The intersection of technology and customer experience - where user-centric research and design unite with data, platforms, and tools - has always been my passion, and I'm grateful to have shared this excitement with you. In exploring customer journeys, unearthing pain points, and finding fixes, I've sought to celebrate a DCX that is accessible, personalized, proactive, and, above all, seamless.
Podcasting was a new venture for me this year as well. I steadied my nerves here as well and dove in so that I could bring you new concepts and people pushing the boundaries, producing 10 episodes in the past year. I've had the honor of engaging in enlightening conversations with some of the brightest minds in digital CX. Their knowledge, experience, and passion for the subject have been both inspiring and humbling.
Beyond the podcast, I put the spotlight on 46 exceptional thought leaders in the CX world. Celebrating their achievements and sharing their ideas has broadened our perspectives and sparked countless enlightening discussions. I can't thank them enough for their invaluable contributions to our community.
And let's not forget the 26 DCX Linkedin Polls conducted in the CX Professionals Group! They've been instrumental in helping us understand the pulse of the industry and track emerging trends. I have to say, your active participation and insightful responses have made these polls a highlight of my work.
Finally, I've shared over 150 links to the latest industry developments, insightful think pieces, and groundbreaking research and reports. My aim was and always will be, to keep you at the forefront of the DCX domain.
Reflecting on this journey, I feel I’ve grown as a writer and a person. My voice has become stronger through consistency, and my focus is more precise, thanks to your feedback and encouragement. I'm grateful for the chance to deliver valuable content to you and to learn from you in return.
But I’m not stopping here. This one-year mark is not the end but an exciting checkpoint in our ongoing journey. The vision for DCX is as vibrant and important today as it was a year ago: to create a community that learns, inspires, and leads in the world of digital customer experiences.
Here's to a year of growth, exploration, and a whole lot of learning and to many more amazing years ahead!
Remember, we're not just spectators in this digital age. We're active contributors shaping the way forward. The real value of this platform comes from you, our engaged, enthusiastic, and endlessly curious readers. Let's keep this journey alive, exploring and shaping the world of DCX together.
With heartfelt gratitude,
Mark
Celebrating One Year Together with a Gift for You!
Today, we celebrate a remarkable year of our shared journey. I am deeply grateful for your ongoing support and commitment.
I’m so excited I’m giving away 1,000 copies of my latest 'CX Notes Templates Vol.1' to mark this occasion! These templates, a result of a decade's worth of expertise in customer experience, are now yours to explore - FREE.
Claim your free copy from now till midnight, Monday, the 19th of June. Choose 'I Want This' on the product page and enter your email address for complimentary access.
Here's a peek into what you'll get:
✅ A set of 16 templates drawn from over a decade of CX expertise.
✅ Templates tailored for various CX initiatives like planning, mapping, project management, workshops, training, and more.
✅ Compatibility with any notes app for easy organization and accessibility.
✅ Fully customizable templates to suit your unique needs, boosting your productivity.
The road to excellence in digital customer experiences can be challenging but also deeply rewarding with the right tools. My hope is that these templates will serve as powerful tools in your journey toward creating extraordinary CX.
Enjoy this gift, and here's to many more fruitful years of learning and growth together!
The Dawn of a New Era: Apple's Vision Pro Headset and the Evolution of CX
In the dynamic world of digital innovation, Apple has consistently proven to be a pioneer. The recent unveiling of the Vision Pro headset is no exception. This groundbreaking device is set to transform the customer experience (CX) industry, ushering in a new age of immersive digital experiences. As we navigate this exciting frontier, we all must adapt, learn, and overcome a host of challenges to remain competitive.
In the annals of customer experience, we've seen a steady evolution from face-to-face interactions to digital interfaces, and now, we're on the brink of another seismic shift. Enter the Apple Vision Pro, a technological marvel that promises to redefine our understanding of customer experience. But as we stand on the precipice of this new era, we must ask ourselves: Are we ready for this revolution?
The Apple Vision Pro is more than just a product; it's a testament to Apple's relentless pursuit of innovation. With its advanced features, it's poised to offer unprecedented personalization and seamless integration with other Apple services. But as with all leaps forward, it brings with it a host of opportunities and challenges.
The opportunities are tantalizing. Imagine a world where your devices understand your preferences and anticipate your needs. The Apple Vision Pro, with its advanced AI and machine learning capabilities, promises just that. It's not just about making interactions smoother; it's about making them more meaningful.
Moreover, Vision Pro's potential for seamless integration with other Apple services could create a holistic customer experience that's currently unmatched in the market. And let's not forget about accessibility. With its intuitive interface and advanced features, the Vision Pro could make technology more accessible to a wider audience.
But let's not don our rose-tinted glasses just yet. With these opportunities come significant challenges. The first and most glaring is the issue of privacy. As our devices become more integrated into our lives, how do we ensure the security of our data? How do we navigate the thin line between personalization and intrusion?
And then there's the risk of over-reliance on technology. In our quest for seamless experiences, are we losing the human touch that's so integral to customer experience? Are we sacrificing genuine connection for the sake of convenience? (See more on this below)
Finally, there's the issue of accessibility and affordability. While the Vision Pro could make technology more accessible to some, it could also widen the digital divide for those who can't afford this high-end product.
As we stand on the cusp of this new era, we must challenge ourselves to think critically about these issues. Are we ready to adapt to this new level of customer experience? More importantly, should technology be driving customer experience, or should it be the other way around?
The Apple Vision Pro is undoubtedly a game-changer. But as we embrace this new frontier, let's not lose sight of what truly matters in customer experience: genuine, meaningful connections. After all, technology is just a tool; how we use it will define our future.
As we welcome the Apple Vision Pro into our lives, let's ensure it serves us, and not the other way around.
This week’s DCX Newsletter is Supported by:
The Spatial Computing Paradox: More Immersive, Yet Less Human?
As we stand on the precipice of a new era in customer experience (CX), it's time to ask some hard-hitting questions. One of the most intriguing developments on the horizon is spatial computing. It promises to create immersive, interactive experiences that could revolutionize how we interact with technology.
But does this increased immersion come at the cost of our humanity?
As we move towards this immersive future, are we moving away from the human touch that has always been at the heart of customer experience?
Think about your favorite brick-and-mortar store. What makes it special? Is it just the products, or is it the friendly staff, the personalized service, the human connection? Can a virtual store, no matter how immersive, replicate that experience?
Moreover, as we create these virtual spaces, are we isolating ourselves in the process? What happens to our real-world connections in a world where we can shop, work, and socialize in virtual spaces?
These are not easy questions, but they are ones we must ask as we navigate the future of CX.
This is not to say that spatial computing doesn't have its benefits. It can create incredible experiences, make services more accessible, and even reduce our carbon footprint. But as we embrace this technology, we must also consider its impact on our human connections.
So, what can we do? How can we leverage the benefits of spatial computing while preserving the human touch in CX?
One approach could be to integrate human elements into our virtual spaces. For example, could we use AI to replicate the personalized service provided by a store assistant? Or could we create virtual spaces that encourage real-world interactions, like virtual shopping trips with friends?
What do you think? How can we balance the immersive potential of spatial computing with the need for human connection in CX? I'd love to hear your thoughts.
Remember, technology is a tool. It's up to us to decide how we use it. As we explore the potential of spatial computing, let's ensure we're creating experiences that are not just immersive but also human.
After all, at the heart of every great customer experience is a human connection. Let's not lose sight of that.
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This week I posed a question to our colleagues in the Customer Experience Professionals Group on Linkedin about AI taking over customer service. A great conversation ensued.
296 CX professionals voted in this poll revealing nuanced views on AI in customer service. Most respondents (51%) suggest a split approach: AI for basics, and humans for complex tasks, pointing to an appreciation for AI's efficiency but a belief in the necessity of humans for complex or empathetic needs.
40% emphasized human empathy's irreplaceable role in customer service, potentially indicating negative experiences with AI interfaces or a perceived lack of emotional understanding from AI.
A small 3% believed in AI's total replacement of human customer service, showcasing faith in AI's capability or dissatisfaction with human services.
6% remain undecided, possibly awaiting AI advancements before judgment.
The comments from around the globe indicate a general consensus that AI can enhance customer service but shouldn't fully replace human involvement yet, if ever.
Suzanne Boston suggests potential job losses due to AI, reflecting some societal apprehensions.
Sage Johnson, Kat Garbutt, and Maria Manko emphasize a balance between AI and human touch, highlighting that while AI can handle routine tasks, humans add empathy and a unique understanding of complex situations.
Dennis Chapman expresses skepticism about AI's ability to adapt to changing customer moods and preferences, advocating for maintaining human connections.
Jenny Lim views AI as a tool for humans, and Daniele Melis echoes that sentiment, noting AI's benefits in black/white areas but humans' necessity for empathetic service. Melis also mentions the ongoing work on developing empathetic AI.
In summary, most votes and comments favor a hybrid approach, stressing the importance of human empathy and nuanced understanding in customer service while recognizing AI's efficiencies. There's also an acknowledgment of AI's potential to advance but a cautionary note about considering the ethics and the human aspect of job displacement.
The NYSE built a virtual trading floor for IPO events (emergingtechbrew.com) - The New York Stock Exchange is working with video game developer Unity to create a virtual replica of its iconic trading floor, enabling companies to host stock-market debut events with remote workforces. The platform has seen regular use and is an example of a metaverse-like product with a clear use case that is gaining traction.
Design for spatial user interfaces: Creating immersive experiences in three-dimensional space - Discussions | 1984.design - Spatial user interfaces are powerful tools for creating immersive experiences and allow users to interact with digital content in a natural way. Designers need to understand user needs and tasks, the principles involved, and the challenges and constraints that come with designing for spatial user interfaces. Designers should put the user at the center of their designs and create experiences that are visually stunning, intuitive, and accessible.
Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions - (sagepub.com) - Companies often use chatbots with humanlike features (e.g. names and avatars) to assist customers in service settings, but little is known about how this affects customer responses. This research finds that chatbot anthropomorphism has a negative effect on customer satisfaction and firm evaluation when customers are in an angry emotional state. The underlying mechanism driving this is the gap between pre-encounter expectations of chatbot efficacy and the actual experience.
Carl’s Jr. and Hardee’s to roll out AI drive-thru ordering (usatoday.com)
CKE Restaurants Holdings, the parent company of Carl's Jr. and Hardee's, is using AI technology to automate voice ordering in participating drive-thru locations across 44 states in order to increase accuracy, speed, and revenue. The AI technology has already improved revenue in tested locations.
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Every week, I share a person's profile from Linkedin that I think will benefit your life and career.
This week, meet Colin Shaw, Founder & CEO of Beyond Philosophy, a consultancy & training organization dedicated to moving their client's experience to the next level.
Colin Shaw, a renowned customer experience expert, author, and speaker, is the founder and CEO of Beyond Philosophy, a leading customer experience consultancy recognized by the Financial Times.
Shaw has authored seven bestselling books on customer experience, such as The Intuitive Customer, The DNA of Customer Experience, and Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience, and co-hosts the highly popular Intuitive Customer Podcast.
With over 295,000 followers on LinkedIn, Shaw is counted among the World's Top 150 Business Influencers. He frequently delivers speeches at international conferences and events.
With a passion for elevating customer experience in businesses, Shaw believes in creating engaging, rewarding experiences through understanding customer needs and expectations, driving increased loyalty and profitability.
Join over 80K subscribers to his Linkedin newsletter, Why Customers Buy.
Thank you for reading this week.
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