DCX Links | June 30, 2024
From Overcoming the Cult of the Customer to The AI Dilemma: This Week's DCX Hot Takes!
"Loving the content, actionable insights are appreciated!" - Nickolai M
Weekly inspiration, education, and coaching for customer-obsessed leaders.
Here are this week’s must-read links:
Overcoming The Cult Of The Customer
Survey: Artificial Intelligence for CX
Scroll, Swipe, Repeat
Roblox's 4D Generative AI: Bringing Virtual Worlds to Life
Design Thinking: Valuable Core, Flawed Practice
The AI Dilemma: Balancing Innovation and Humanity in CX
Enjoy!
Join me as I moderate an expert panel discussing evolving customer expectations in 2024-2025
I'm hosting what I expect to be an exciting discussion on July 10 from 11-12 ET at the Customer Experience Summit about what customers want in 2024 and 2025.
I’m going to be joined by an esteemed group: Sam Stern, Kiki Chocklett, and Bill Saylor, all experts working at the edges of CX.
We'll discuss how AI is shaking things up, why everyone demands super personalized experiences, and what that means for you and your business.
Overcoming The Cult Of The Customer
Listening to Sam Stern's latest CX Patterns podcast, I'm filled with a sense of excitement and renewed purpose.
This conversation with Nicole Ornelas is a game-changer. It offers a fresh perspective that could revolutionize how we approach CX.
I've always been passionate about customer-centricity, but Stern and Ornelas have opened my eyes to an incredible opportunity we've been overlooking.
By expanding our focus to include our internal customers - our colleagues and stakeholders - we have the chance to amplify the impact of CX across our entire organization.
We already possess the tools for this change - empathy, user-centered design, and a deep understanding of human needs.
Now, we can apply these strengths in new ways within our own companies.
The discussion about crafting purpose statements and driving behavior change through design techniques is particularly inspiring.
It's a brilliant way to align CX initiatives with broader organizational goals, creating a shared vision that resonates from the C-suite to frontline employees.
By turning our CX tools inward, we're improving customer experiences and transforming how our entire organization operates.
This approach elevates CX from a departmental initiative to a core business strategy.
By practicing internally what we preach externally, we can create a powerful synergy that drives success for customers, colleagues, and companies alike.
I'm thrilled by the challenge ahead. Thanks, Sam and Nicole!
The Experience Alliance invites you to share your perspectives on AI in CX
Survey: Artificial Intelligence for CX
The Experience Alliance is an exclusive, invitation-based private community for senior customer experience leaders. EA was founded by veteran customer experience leaders Michael Hinshaw and Jeb Dasteel to provide a platform for chief customer officers (CCOs) and chief experience officers (CXOs) to connect, collaborate, and access practical resources.
This survey evaluates the application of different AI elements in enhancing Customer Experience efforts, with a special emphasis on Advanced AI. It is estimated to take approximately 3 to 5 minutes to complete, and the results will be shared upon completion of the analysis.