#80| DCX - Perspectives and insights on digital customer experience
DCX Year-end Round-Up; Let's make 2024 our best CX year yet!; Top Ten DCX Polls of 2023; Links to Industry news and the DCX Thought Leader Profile of the Week
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DCX Year-end Round-Up
As the year comes to a close, let’s take a moment to reflect on the insights and knowledge shared over the past twelve months. In this regard, I've compiled a list of the top 10 most viewed articles in the DCX Newsletter this year.
These articles cover a wide range of topics, from leadership and problem-solving to strategy and neuroscience, and provide invaluable insights into the world of customer experience.
Whether you're a CX leader or a budding professional, I hope these articles will offer you a wealth of knowledge and inspiration to enhance your career.
DCX Top 10 Articles
Synergizing Marketing and CX: A Path to Unprecedented Growth
"Storytelling gives our data a soul.” - An interview with Zack Hamilton
Unlock the Power of CX: How to Get C-Suite Buy-In for Your Strategy
This week’s DCX Newsletter is Supported by Dojo Partners:
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Let's Make 2024 our Best CX Year Yet!
As we embark on another year, I am excited to share with you something truly special - a guide crafted just for you. This guide represents the culmination of our shared experiences and the lessons we have learned.
Its purpose is clear - to elevate our customer interactions to new heights. It encapsulates the essence of embracing change, harnessing the power of digital advancements, and personalizing every single touchpoint we have with our valued customers.
But let me assure you, it is more than just a roadmap. This guide is a testament to our unwavering commitment and resilience, always placing our customers at the forefront. It serves as a reminder of our impact on their lives and the importance of continually striving for excellence.
May this guide inspire and empower us to create meaningful connections, forge unforgettable experiences, and exceed the expectations of those we serve.
Wishing you all the best in your continued pursuit of excellence in customer experience.
Download your free copy below.
Get the Success You Deserve This Year
Embark on an incredible New Year's journey, fueled by daily doses of inspiration and the powerful Accountability Exercise, all neatly woven into a life-changing journal. Let this transformative tool empower you to ignite your passions, overcome obstacles, and unlock your true potential as you embrace the possibilities of the year ahead.
Top Ten DCX Polls of 2023
Ah, 2023 - what a year it was for the Customer Experience, especially for the vibrant community over at the Customer Experience Professionals group on LinkedIn! With a thriving membership of over 40,000, this group became a hotbed for some of the most insightful and engaging CX discussions you could find anywhere.
Every week, I posed a new question, sparking conversations and debates. Imagine this - nearly 300,000 impressions were clocked throughout the year, and the response was nothing short of phenomenal. Tens of thousands of votes poured in, each one a testament to the passion and expertise of this incredible community.
Now, let's drumroll, please... we're diving into the top 10 polls of 2023! These aren't just any polls; they're the ones that stood out, the ones that got everyone talking, thinking, and, most importantly, engaging. From debates that lasted days to insights that might just change the way we think about customer experience, these polls are a treasure trove of CX wisdom.
Thank you all for your engagement and insights! More to come in 2024.
15 Customer Experience Predictions For 2024 (forbes.com)
Adrian Swinscoe’s annual Forbes article discusses predictions for the customer experience in 2024. Compiled from over 263 submissions, he highlights the potential impact of generative AI, economic conditions, sustainability, and the evolving role of physical retail stores. Truly an insightful read.
The UX of delivering parcels (builtformars.com)
Shipping and logistics companies play a big role in the customer experience of eCommerce. Users care about pricing transparency, ease of use, and reassurance post-purchase. Improving form design and providing a tracking number can reduce anxiety and improve conversion rates.
The road ahead reaches a turning point in 2024 | Bill Gates (gatesnotes.com)
Bill Gates is optimistic about the potential of artificial intelligence to improve the world, but also believes it is important to ensure it is used in a responsible and equitable manner.
Despite ongoing challenges such as conflicts in Ukraine and Ethiopia, climate change, and economic struggles, Gates remains hopeful and dedicated to continuing his work through the Gates Foundation and Breakthrough Energy.
Gates highlights specific breakthroughs and promising developments in areas such as healthcare, education, and renewable energy that give him hope for the future.
Airbnb created a blueprint of the experience and used it to improve their service end-to-end | X.com
The Airbnb office has a unique way of aligning all of its product, policy, and service updates with the customer journey. They have created a blueprint of the customer journey, which is displayed on the walls of their office. This blueprint helps them to understand the various stages of the customer journey and to identify areas where they can improve their service offerings.
By aligning all of their updates with the customer journey, Airbnb is able to provide a seamless and personalized experience to their customers. This is just one of the many ways in which Airbnb has been able to differentiate itself from its competitors and provide customers with a unique and memorable experience.
DCX Thought Leader Profile of the Week
Every week, I introduce you to another inspiring professional from LinkedIn who has the potential to make a significant difference in your life and career.
This week, I am pleased to introduce you to Elisabeth Zornes, Chief Customer Officer at Autodesk.
Elisabeth Zornes is an accomplished executive with over 20 years of experience in international management. She is recognized as a successful and personable leader who spearheads global business transformation and identifies opportunities for change management, leadership, global business management, product management, and strategy planning & execution.
Currently, Elisabeth serves as the Chief Customer Officer at Autodesk, where she oversees global teams responsible for all aspects of customer engagement, from onboarding to renewal, with the aim of delivering great experiences and value for Autodesk customers and partners. Prior to this, she held the same position at Zendesk and served as the General Manager of Global Customer Support for Microsoft Office.
Build a culture, not a solution…This means your work is never done.
Elisabeth also shaped Cisco's cybersecurity business strategy as Vice President of Cybersecurity Strategy and Operations. Throughout her career, she has led global teams of over 6,000 professionals serving customers across all market segments through both digital and human engagement. Her deep understanding of Customer Experience, Success, and Professional Services has made her known for driving change.
In addition to her extensive experience, Elisabeth holds a Master of Science degree from Friedrich Alexander University in Germany and has completed executive programs at MIT, Harvard, and INSEAD. She is also a Fellow of the International Women’s Forum.
Thank you for reading this week.
Please share with others you think would benefit.
One More Thing
I want to share some of the exciting content and programs that I have created for your personal and professional growth:
DCX Ultimate CX Notes Templates - Tools to help keep your CX operation organized
DCX Executive Coaching - 1:1 coaching for customer-obsessed leaders
365 Days of Accountability - Daily Text Challenge, Books, Journals and Exercises
365 Days of Accountability GPT - ChatGPT as your accountability partner
I hope you find these programs useful. Let me know if you have any questions or need any further assistance.
-Mark