DCX #106 | The Time Traveler's Guide to Customer Experience
Imagine opening a time capsule in 2074, filled with your CX strategies from today. Would they still resonate? In this week's newsletter, uncover the timeless principles of exceptional CX.
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Today’s article voiceover is provided courtesy of Eleven Labs
Welcome to this week's DCX Newsletter
Here's a sneak peek of what's in store:
The Unchanging Core of Customer Needs
Meet Colleen: Your Customer from 2074
The CX Time Capsule: Three Timeless Tenets
Bridging Today and Tomorrow: Your CX Challenge
Building Your Roadmap to Timeless CX
We'll also dive into practical strategies to future-proof your CX, including:
Creating an "Empathy Map" for your organization
Launching "Operation Smooth Sailing" to eliminate customer friction
Developing a "Personalization Pyramid"
Building a "Trust Transparency Dashboard"
Implementing "CX Time Capsule Reviews"
Are you ready to create a CX strategy that will stand the test of time?
A Journey to the Future of Customer Experience
Imagine you're standing in your office, 50 years from now.
The year is 2074, and you've just uncovered a time capsule buried deep in the archives of your company.
As you brush off the dust, your heart races with anticipation. This isn't just any time capsule – it's the CX Time Capsule you created back in 2024.
With trembling hands, you open it, and a flood of memories washes over you.
Inside, you find a letter addressed to your future self, outlining your vision for customer experience half a century ago.
As you read, you can't help but wonder: How many of your predictions came true? Did your CX strategy stand the test of time?
The Unchanging Core of Customer Needs
Now, let's snap back to the present.
That future is yet to be written, and you hold the pen.
Today, we're going to embark on a journey to start creating that CX Time Capsule – a strategy so timeless it will still be relevant when your great-grandchildren are running businesses.
But here's the twist: We're not going to focus on predicting future technologies or trends.
Why?
Because if there's one thing we know about the future, it's that it's unpredictable.
Instead, we're going to tap into something far more constant and powerful – the core of human nature.
Think about it.
While the tools we use to interact with customers have changed dramatically over the past 50 years – from rotary phones to AI chatbots – the fundamental human needs driving those interactions haven't budged an inch.
People still crave connection, understanding, and value. They still want to feel heard, respected and appreciated.
Your CX Challenge: Bridging Today and Tomorrow
So, let's start our time capsule with a question: What aspects of human nature will still be driving customer behavior in 2074?
Consider Colleen, a loyal customer of your great-grandchildren's business in 2074.
She might be using a holographic interface to interact with your brand, but underneath that futuristic exterior, she's driven by the same basic needs as your customers today.
She wants to feel valued.
She craves personalized experiences.
She expects problems to be solved quickly and efficiently.
Your challenge is to create a CX strategy that would make both your current customers and Colleen feel equally cared for and understood.
It's not about predicting whether we'll have flying cars or teleportation devices. It's about building a framework that puts human needs at the center, regardless of the technological landscape.
As we build this time capsule together, I want you to think big, but also deep.
What are the timeless principles of exceptional customer experience that will never go out of style?
How can you create a strategy flexible enough to adapt to unforeseen changes, yet grounded enough in human psychology to remain relevant decades from now?
Building your time capsule will create a roadmap that your future self will thank you for – a guide to building customer experiences that are not just satisfying, but truly timeless.
As we peer into the future to create our CX Time Capsule, something unexpected happens.
The act of imagining customer needs 50 years from now doesn't just reveal futuristic scenarios – it illuminates the unchanging core of human expectations.
It's like looking through a telescope and discovering that the stars of the future are the same ones that have always guided us.
Are you ready to leave a legacy that will shape customer experiences for generations to come?
Let's start building your CX Time Capsule.
The Timeless Essence of Great CX
Let's play a game. Close your eyes and envision your ideal customer interaction in 2074.
What do you see?
Perhaps you imagined seamless transactions conducted through brain-computer interfaces, or AI assistants that anticipate needs before they're even expressed.
But now, strip away the technological marvels. What remains?
You'll likely find that the essence of that interaction is strikingly familiar:
The customer feels understood and valued.
Their problem is solved efficiently and effectively.
The experience is personalized to their unique needs and preferences.
They trust your brand to deliver on its promises.
The interaction leaves them feeling positive and satisfied.
Surprise!
These are the exact same things your customers want today. And you know what? They're what customers wanted 50 years ago too.
This revelation is the first item in our CX Time Capsule: The fundamental tenets of customer expectations are timeless.
Let's take personalization as an example.
Today, we might get caught up in the mechanics of data collection and AI algorithms.
But when we look 50 years ahead, we're forced to consider the core of what personalization really means: making each customer feel uniquely understood and valued.
This forward-looking perspective helps us separate the wheat from the chaff. It shows us which aspects of our CX strategies are truly important, and which are just shiny distractions.
Principles Over Methods
This brings us to the second item in our CX Time Capsule: The methods may change, but the principles remain.
Consider the story of Molly, a customer from 1974, and her great-granddaughter Maya in 2074:
Molly walks into her local bank in 1974.
The teller greets her by name, asks about her recent vacation (which she mentioned the last time she was there), and efficiently handles her transaction while making friendly conversation.
Maya, in 2074, interacts with her bank through a virtual reality interface.
The AI assistant greets her by name, asks about her recent vacation (which it knew about from her social media), and efficiently handles her transaction while engaging in friendly conversation.
The technology is vastly different, but the core experience is the same. Both Molly and Maya feel recognized, valued, and efficiently served.
As we peer into the future of customer experience, it's easy to get caught up in the excitement of technological advancements.
We imagine holographic interfaces, mind-reading AI, or even direct neural links. But here's the twist: while these innovations might dazzle, they won't define great customer experiences.
What will?
The ability to create genuine emotional connections.
The Timeless Core of Customer Connection
Finally, the third item to put in our CX Time Capsule: Emotional resonance trumps technological innovation.
Think about Alex from 2024 and his great-grandson Zack in 2074:
Alex calls his favorite local auto shop to schedule a tune-up for his classic car before a big road trip.
The owner, Tony, remembers Alex's previous visits, asks about his upcoming journey, and suggests some additional checks based on his knowledge of the car's history and Alex's driving habits.
Zack, in 2074, uses a virtual reality interface to schedule maintenance for his vintage hover-car before a cross-country flight.
The AI assistant has access to the family's entire history with the auto shop, suggests services based on generational preferences, and even simulates the vehicle's performance improvements in Zack's virtual garage.
Yet, what makes the experience special isn't the technology – it's the feeling of being understood and valued that the AI manages to convey, channeling the same expertise and care that Tony did fifty years ago.
The technology has changed dramatically, but the emotional core of the experience remains the same.
Both Alex and Zack walk away from their interactions feeling a genuine connection, a sense of being truly cared for and their prized possessions respected.
The Secret to CX Success in 2074 (and Today)
This brings us to a crucial understanding: No matter how advanced our tools become, customers will always crave authentic emotional experiences.
The companies that thrive in 2074 won't necessarily be those with the most cutting-edge technology, but those who use whatever technology is available to create the most meaningful emotional connections.
As you build your CX strategy, ask yourself: How can we use our tools – whether they're phones, websites, AIs, or futuristic interfaces – to create moments of genuine human connection?
By focusing on emotional resonance, we future-proof our CX strategies against technological obsolescence. We create experiences that will feel just as powerful and meaningful in fifty years as they do today.
How can we ensure that every technological advancement serves to enhance, rather than replace, the emotional resonance of our customer interactions?
Building Your CX Time Capsule: The Next Steps
As you continue to fill your time capsule, use this forward-looking lens to identify more of these timeless principles.
Explore how concepts like empathy, efficiency, and trust transcend technological advancements and remain at the heart of exceptional customer experiences.
By anchoring our strategies in these enduring tenets, we create a CX approach that's not just future-proof – it's timeless.
We're not just preparing for the next 50 years; we're tapping into the unchanging essence of human interaction that has defined great service for centuries.
So, as we build our CX Time Capsule, remember: Sometimes, the best way to see the present clearly is to look far into the future.
What timeless principles do you see forming the foundation of your customer experience strategy?
How can you ensure these principles shine through, regardless of the technological landscape?
In our next section, we'll dive deeper into these timeless tenets and explore practical ways to embed them into your CX strategy, creating experiences that will resonate with customers today, tomorrow, and 50 years from now. Are you ready to uncover the eternal truths of customer experience?
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Building Your Roadmap to Timeless CX
In our journey through time, we've uncovered the bedrock principles of customer experience.
Now, let's roll up our sleeves and get practical.
How can we take these timeless tenets and weave them into the very fabric of our CX strategies?
Empathy: The Eternal Cornerstone
Imagine for a moment that you're not just a CX professional, but a time-traveling anthropologist. Your mission? To study the one constant in the ever-changing landscape of customer interactions – human emotion.
Action step: Create an "Empathy Map" for your organization. This isn't just another customer persona exercise. Instead, it's a living, breathing document that evolves with your customers' emotional journeys.
Start by identifying key emotional touchpoints in your customer journey. Where do customers feel frustrated? Delighted? Confused?
For each touchpoint, dig deep into the underlying emotions. What's really driving that frustration? Is it feeling unheard? Powerless? Overwhelmed?
Project these emotional touchpoints 50 years into the future. How might they change? How might they stay the same?
By focusing on emotional constants rather than technological variables, you're building a CX strategy that will resonate across generations.
Effortlessness: The Timeless Differentiator
In 2074, as in 2024, time will be our most precious commodity. Your future customers will thank you for every second you save them today.
Action step: Launch "Operation Smooth Sailing" – a company-wide initiative to eliminate friction from every customer interaction.
Assemble a cross-functional team of "Friction Fighters." Their mission? To identify and eliminate unnecessary steps, confusing processes, and time-wasters in your customer journey.
Implement a "Two-Click Rule": Challenge your team to reduce every customer action to two clicks (or its equivalent in future interfaces). Can't do it? Keep iterating until you can.
Create a "Friction Log" where employees and customers can report areas of unnecessary complexity. Make it a game – who can identify and solve the biggest friction point each month?
Remember, in 2074, the tools for interaction may be unrecognizable, but the joy of a smooth, effortless experience will be just as sweet.
Personalization: The Enduring Expectation
From the local shopkeeper who remembers your usual order to the AI of the future that anticipates your needs, personalization has always been the hallmark of exceptional service.
Action step: Develop a "Personalization Pyramid" for your organization.
At the base, place the foundational elements of personalization that you can implement immediately. This might include using the customer's name or remembering their preferences.
In the middle, place more advanced personalization techniques that require some technological investment. This could be AI-driven product recommendations or predictive customer service.
At the top, place your "moonshot" personalization goals – the dreams that might seem impossible today but could be reality in 2074.
The key is to start climbing this pyramid now, knowing that each step brings you closer to the hyper-personalized experiences of the future.
Trust: The Unshakeable Foundation
In a world of deepfakes and disinformation, trust will be the most valuable currency in 2074. Start stockpiling it now.
Action step: Launch a "Trust Transparency Dashboard" accessible to all customers.
Show real-time data on your performance metrics. Are you meeting your SLAs? How quickly are you resolving issues?
Include a "Mistake Counter" where you openly admit to errors and detail how you're fixing them. Counterintuitive? Perhaps. But it builds immense trust.
Create a "Customer Voice" section where unfiltered customer feedback – good and bad – is displayed prominently.
By embracing radical transparency today, you're building a fortress of trust that will weather the storms of change for decades to come.
Continuous Improvement: The Eternal Engine
The only constant in the universe is change. Your CX strategy should be a living, breathing entity that evolves with your customers.
Action step: Implement "CX Time Capsule Reviews" – annual sessions where you compare your current CX performance with your past predictions and future aspirations.
Look back at your predictions from previous years. What did you get right? Where were you off base?
Assess your current state. Are you closer to your envisioned future?
Make new predictions and set new goals. What do you think CX will look like in 1 year? 5 years? 50 years?
This exercise keeps you grounded in the present while continually pushing you toward the future.
As we close our journey through time, remember this: The tools of customer experience will change, but the heart of it – the human connection – remains constant.
By embedding these timeless tenets into your CX strategy today, you're not just preparing for the future; you're shaping it.
Imagine opening that time capsule in 2074.
As you sift through the artifacts of your CX past, you'll smile, knowing that the seeds you planted today have grown into a forest of exceptional customer experiences.
I’d love to hear what you think!
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