DCX Links | July 14, 2024
From Creating Timeless Connections to Inbox Psychology: This Week's DCX Hot Takes!
Weekly inspiration, education, and coaching for customer-obsessed leaders.
Hey there,
Welcome to this week's roundup of customer experience insights!
This week, we're exploring how timeless human elements - connection, storytelling, and personalization - are being supercharged by modern technology to create better customer experiences.
So grab your favorite beverage, find a comfy spot, and let's explore some fresh perspectives on creating cutting-edge yet warmly familiar customer experiences.
Happy reading!
-Mark
Here are this week’s must-read links:
Creating Timeless Connections in the Digital Age
From Meh to Marvelous: 7 Steps to Turn Your CX into Customer Xtra-ordinary
AI: Your New Fashion Bestie
Screen Time: Not the Villain?
Storytelling: CX's Secret Sauce
Inbox Psychology: Grammarly's Retention Magic
Enjoy!
Check out this keynote I presented at the Group Futurista Customer Experience Summit.
From Meh to Marvelous: 7 Steps to Turn Your CX into Customer Xtra-ordinary
How to Create a Customer Experience Management Strategy (+Best Practices) (userpilot.com)
It's crucial to remember that a customer experience management strategy is all about optimizing customer interactions.
The goal is to make them happy, keep them coming back, and ultimately improve your business performance.
You've got to really understand what your customers need, create detailed user personas, and analyze every point of contact they have with your business.
By continually improving your processes and products, you can boost customer retention, gain a competitive edge, and create products that really resonate with your customers.
In this insightful and detailed article, you’ll learn how to create a successful strategy by following seven steps: doing customer research, creating user personas, identifying touchpoints, mapping out the customer journey, implementing tactics, evaluating your progress, and always fine-tuning your approach.
Some best practices to remember include using surveys, customer experience management software, benchmarking, and fostering a customer-centric culture.
AI: Your New Fashion Bestie
How Michael Kors’s AI styling assistant helps shoppers (retailbrew.com)
Michael Kors has introduced Shopping Muse, an AI-driven styling assistant developed by Dynamic Yield (a Mastercard company).
This tool uses generative AI to provide personalized fashion recommendations based on user queries, real-time behavior, and past purchases.
It aims to enhance the online shopping experience by mimicking in-store assistance. Initial tests show a 15%-20% increase in conversion rates.
Dynamic Yield plans to extend this technology to other retail categories, including furniture and groceries, to improve tailored digital experiences.
CX professionals should note the potential of AI-driven personalization in boosting engagement and conversion rates.
Implementing similar tools can offer significant advantages by tailoring customer interactions, reducing decision fatigue, and fostering brand loyalty.
"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