Decoding Customer Experience

Decoding Customer Experience

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Decoding Customer Experience
Decoding Customer Experience
DCX Links | July 28, 2024
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DCX Links | July 28, 2024

From How AI is impacting UX to Robot massages: This Week's DCX Hot Takes!

Mark Levy's avatar
Mark Levy
Jul 28, 2024
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Decoding Customer Experience
Decoding Customer Experience
DCX Links | July 28, 2024
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Welcome to this week's roundup of customer experience insights!

Dive into a world where AI reshapes user experiences, hidden design flaws lurk beneath the surface, and robots offer relaxation at your next hotel stay. This week, we challenge myths, decode customer behavior, and explore the essence of critical thinking.

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


Here are this week’s must-read links:

  • AI & UX: What CX Pros Need to Know

  • Design Defects: The Hidden Gremlins in Your Product

  • Critical Thinking: It's All About Remembering Stuff

  • Customer Behavior Models: Decoding Why People Buy Stuff

  • 7 Myths That Are Holding Back Your Business Experiments

  • Robot Massages: The Next Big Thing in Hotel CX?

Enjoy!


AI & UX : What CX Pros Need to Know

Mapping the landscape of gen-AI product user experience (Interconnected)

The gist

Someone smart mapped out the AI product scene, and it offers some juicy insights for customer experience professionals.

The highlights

  1. AI product flavors: We've got Tools, Copilots, Agents, and Chat. Each does its own thing for users.

  2. What makes them tick: These products combine three superpowers: big-brain context, structured output, and speediness.

  3. The tricky bits: Each type has its own UX hurdles to jump.

Why you should care

If you're in CX, knowing this stuff will help you cook up better AI-powered experiences for your customers.

The nitty-gritty

  • Tools: Gotta be reliable and play nice with how people already work. The live ones need cool "brushes" for users to play with.

  • Copilots: It's all about sliding into apps smoothly and being helpful without being asked.

  • Agents: Think long-term relationships. Users need to see what's happening and learn to trust these digital helpers.

  • Chat: The challenge is making it easy for everyone to use the fancy features, not just the tech whizzes.

The takeaway

The AI UX world is changing faster than you can say "machine learning." CX pros who understand this will create the cool AI experiences everyone wants to use.

Keep an eye on

How different industries take these AI ideas and turn them into something their customers actually want to use.


Design Defects: The Hidden Gremlins in Your Product

Bad design is like a virus: design defects and latent failures | by Michael Parent | Jul, 2024 | UX Collective (uxdesign.cc)

The Swiss Cheese Model shows how failures must penetrate multiple layers of defense.

The big idea

Good design isn't just about making things pretty or easy to use—it's about preventing disaster before it strikes.

Why it matters

As tech gets fancier, the chances of hidden flaws causing major problems are skyrocketing.

The highlights

  1. Swiss Cheese Model: Imagine your product as a stack of Swiss cheese slices. Each slice is a safety layer, but they all have holes. Line up the holes wrong, and boom – failure.

  2. Resident Pathogens: Think of design flaws like germs in your body. The more you have, the sicker you get.

  3. Optimal Design Domain (ODD): It's where your product works as intended. Step outside, and things get dicey.

The nitty-gritty

  • Bad fixes: More training? Extra safeguards? Nope, these can actually make things worse.

  • Good fixes: Situation-based training, simulations, and planning for errors are the way to go.

  • Adaptive Situational Modes (ASMs): Fancy term for "backup plans when stuff hits the fan."

What to watch

As we dive into AI, self-driving cars, and green tech, these hidden flaws could become an even bigger headache.

The bottom line

CX Pros need to think beyond the usual "make it work" mindset. They must create systems that can handle the unexpected without falling apart.

"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

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Critical Thinking: It's All About Remembering Stuff

Critical Thinking Is All About “Connecting the Dots” | Psychology Today

Craig Barkacs

The big idea

Critical thinking isn't just about being smart – it's about remembering enough to connect the dots.

Why it matters

In our tech-obsessed world, we're getting worse at remembering things, which is bad news for our critical thinking skills.

The highlights

  1. Memory = Knowledge: You can't know stuff without remembering it. Shocking, right?

  2. Connecting the Dots: Critical thinking is like playing connect-the-dots with information in your head.

  3. Different Interpretations: Same dots, different pictures. That's why people can look at the same info and come to totally different conclusions.

The nitty-gritty

  • Bloom's Taxonomy is not just for teachers. It explains why memory is the foundation of all thinking.

  • The Dot Game is a cool visual that shows how adding or moving one piece of information can change everything.

  • Digital Amnesia: Our phones are making us forget how to remember. Yikes.

What to watch

As AI gets smarter, we might be getting... not smarter. We need to work on our memory muscles.

The bottom line

Want to be a critical thinker and influence people? Start by remembering stuff. It's that simple (and that hard).

Food for thought

How many "dots" do you have in your memory bank? And how are you connecting them?

"Love your content and valuable insights into CX and industry trends. Thanks for sharing with us!" - Corey

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Customer Behavior Models: Decoding Why People Buy Stuff

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