DCX Links | August 11, 2024
From AI-Powered Creativity to a Recipe for Resilience: This Week's DCX Hot Takes!
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Welcome to this week's roundup of customer experience insights!
This week, we're exploring consumer attitudes toward AI in CX, unpacking the concept of distributed leadership, and learning how life's lemons can lead to unexpected resilience. We’ll also explore how AI supercharges creativity, robot dentists make history, and Walmart turns shopping into an ad-viewing game.
So grab your favorite beverage, find a comfy spot, and let's explore some fresh perspectives and ideas to enhance your role as a customer experience leader.
Happy reading!
-Mark
If you have ideas, research reports, books, podcasts, or stories that would be of value to DCX Links' close to 1,000 customer-obsessed readers, please send me a message.
Here are this week’s must-read links:
AI Won't Replace Creativity; It'll Supercharge It
Tooth Be Told: AI Robot Drills Its Way Into Dental History
AI in CX: Consumers Say 'Maybe' with a Side of Caution
Scan, You're It: Walmart's New Ad Game in the Aisles
Distributed Leadership: The New Frontier in Business Transformation
Lemonade from Life's Lemons: The Unexpected Recipe for Bouncing Back
Enjoy!
AI Won't Replace Creativity; It'll Supercharge It
John Maeda on Creativity, AI, and the Human Pursuit of Uphill Thinking | Figma Blog
"By leveraging AI, we can not only retire our drudgery work but we can now also amplify our uphill thinking, taking on greater challenges and achieving unprecedented heights."
John Maeda, VP of Design and AI at Microsoft, shares insights on the intersection of AI and creativity, with implications for CX professionals.
Why it matters: As AI rapidly advances, CX professionals face both opportunities and challenges in maintaining the human touch while leveraging AI's efficiency.
The big picture: Maeda argues that while AI excels at efficiency, human creativity thrives on "uphill thinking" - taking unconventional, often more difficult paths that lead to innovative solutions.
Key takeaways for CX professionals:
AI complements, doesn't replace: Use AI for routine tasks, freeing up time for creative problem-solving.
Embrace "uphill thinking": Don't always opt for the most efficient solution. Sometimes, the longer route leads to better customer experiences.
Redefine your value: Focus on uniquely human skills like empathy, strategic thinking, and creative problem-solving.
Continuous learning: Stay adaptable as technology evolves. The problems you solve today may change by tomorrow.
Collaborative potential: AI could make design more accessible, enabling better visual collaboration across teams.
Between the lines: Maeda's perspective echoes the historical Arts & Crafts movement, which responded to industrialization by emphasizing human craftsmanship. CX professionals can similarly carve out a niche for high-touch, uniquely human experiences.
The bottom line: AI will change the CX landscape, but it won't replace the need for human creativity and empathy. By embracing "uphill thinking" and leveraging AI for efficiency, CX professionals can elevate their impact and create more meaningful customer experiences.
Related: DESIGN ☢ AG(AI)NST ☯ AI (designintech.report)
Tooth Be Told: AI Robot Drills Its Way Into Dental History
Robot Performs First Ever Fully Autonomous Dental Surgery on Live Patient (futurism.com)
Why it matters: This breakthrough could revolutionize dental care, potentially improving efficiency, precision, and patient experience.
The big picture: A dental robotics company, Perceptive, claims to have conducted the first fully autonomous dental procedure on a human patient using an AI-controlled robot.
By the numbers:
The robot can replace crowns in 15 minutes, compared to 2 hours for a human dentist.
Perceptive has raised $30 million in funding.
FDA approval is estimated to be about 5 years away.
How it works:
A handheld 3D scanner captures detailed images beneath the gum line.
AI analyzes the images and plans an efficient, precise procedure.
The robotic system executes the procedure autonomously.
What they're saying:
"This medical breakthrough enhances precision and efficiency of dental procedures, and democratizes access to better dental care," says Perceptive CEO Chris Ciriello.
The system is designed to perform treatments safely, "even in conditions where patient movement is prevalent," according to investor Edward Zuckerberg.
The catch: Perceptive has yet to release peer-reviewed clinical data, which will be crucial for FDA approval and widespread adoption.
For CX professionals:
Consider how AI and robotics might transform customer interactions in healthcare settings.
Prepare for potential shifts in patient expectations regarding treatment speed and precision.
Explore ways to integrate advanced visualization tools to improve patient understanding and engagement.
Anticipate new training needs for staff as technology evolves in healthcare environments.
The bottom line: While still in early stages, this technology could significantly impact the dental industry and patient care experience.
"Staying on top of the latest CX trends is tough, especially with how AI is transforming the field. Thankfully, the DCX newsletter does a brilliant job of curating the must-know info.” - Jimmy, CX Leader, Google
AI in CX: Consumers Say 'Maybe' with a Side of Caution
Artificial Intelligence for CX: Exploring Consumer Perceptions - Execs In The Know
Context: This free report, "Artificial Intelligence for CX: Exploring Consumer Perceptions," was published this week by Execs In The Know, a global community of CX leaders, in partnership with Gladly, an AI-powered customer service software company.
Why it matters: As AI continues to reshape customer service, understanding consumer perceptions is crucial for CX leaders looking to implement or expand AI-powered solutions.
By the numbers:
55% of consumers would interact with an AI-powered virtual agent for faster, easier resolution
41% have an improved opinion of companies expanding AI use
78% believe it's important for companies to understand AI ethics
79% have concerns about AI inaccuracies and biases
80% worry about potential security risks with AI
Key findings:
Consumer preference: While open to AI, most consumers (54-72%) still prefer speaking with human agents.
Channel preferences: Consumers overwhelmingly prefer text-based AI interactions (e.g., online chat) over voice-based options.
Improvement areas: Consumers want AI solutions to focus on accuracy, consistency, and resolving a wide range of issues rather than just speed.
Ethical considerations: There's strong support for companies investing in understanding AI ethics and risks.
Awareness gap: AI-aware consumers tend to be more skeptical about AI in customer service compared to those less familiar with the technology.
Between the lines: CX leaders face a balancing act between leveraging AI for efficiency and meeting consumer expectations for human-like interactions and ethical use.
What to watch: How companies address consumer concerns about AI accuracy, security, and job displacement will likely impact adoption rates and overall satisfaction with AI-powered CX solutions.
The bottom line: While AI presents significant opportunities for improving customer experience, CX professionals must carefully navigate implementation to address consumer concerns and preferences.
Go deeper: Execs In The Know provides ongoing resources, events, and research for CX leaders looking to stay ahead of industry trends and best practices.
Scan, You're It: Walmart's New Ad Game in the Aisles
Walmart Just Announced a Powerful New Way to Target Customers. It All Starts This Month | Inc.com
Why it matters: Walmart's Sam's Club is blending physical retail, digital technology, and targeted advertising in a way that could redefine customer experience and retail marketing.
The big picture: Walmart is rolling out in-app advertising for its Scan & Go feature at Sam's Club, allowing advertisers to reach customers in real-time as they shop in-store.
By the numbers:
One-third of Sam's Club members regularly use the Scan & Go feature
The Sam's Club app boasts a Net Promoter Score exceeding 90
Full rollout expected by the end of August
How it works:
Members use the Scan & Go app to scan and pay for items in-store
Display ads refresh dynamically after each product scan
Advertisers can target customers at the point of conversion
What they're saying:
Diana Marshall, EVP at Sam's Club: "Creating a closed loop, omnichannel advertising experience enables us to better understand member shopping behavior and ad performance"
Between the lines: This move represents a convergence of traditional retail, warehouse club, and online business models, potentially setting a new standard for personalized shopping experiences.
For CX professionals:
Explore ways to integrate real-time, contextual interactions in physical spaces
Consider how to balance personalization with customer privacy concerns
Prepare for increased expectations around seamless omnichannel experiences
Investigate opportunities for dynamic, behavior-based engagement in your industry
Assess the potential for using customer data to create value for both customers and partners
The bottom line: Walmart's innovative approach signals a shift towards hyper-personalized, real-time customer experiences that blur the lines between digital and physical retail.
"Love your content and valuable insights into CX and industry trends. Thanks for sharing with us!" - Corey
Distributed Leadership: The New Frontier in Business Transformation
