DCX Links | May 19, 2024
A curated roundup of CX related articles, books, videos and news you can use
Weekly inspiration, education, and coaching for customer-obsessed leaders.
This week’s links cover the following topics:
GenAI and CX Design Patterns
Innovation - “What’s Next?”
Mobile App Experience - Delta Upgrades
Consumer Expectations - Frog Insights
Books - David Edelman’s latest endeavor
Last Mile Delivery - Autonomous Robots and Drones
GenAI and CX
The Rise of Generative AI-driven Design Patterns | by Connor Joyce | UX Collective (uxdesign.cc)
Hey there! As a customer experience professional, you'll want to keep your eye on the rapidly evolving world of AI-enhanced features. I’m not just talking about chatbots anymore - you'll see AI being used for all sorts of cool things like rewriting content, summarizing information, creating reports, and powering advanced search capabilities. By staying on top of these trends, you can find ways to make your own products and services more user-friendly and engaging.
Another thing to watch out for is how Generative AI can tap into all the collective knowledge out there to give you valuable insights and predictions. Imagine being able to anticipate what your customers need before they even ask! This technology can also help you plan for different scenarios and even build empathy by understanding different perspectives. Pretty neat, right?
As more and more AI-first products hit the market, it's going to be crucial for you to stay focused on user-centered design. You'll want to create solutions that are cutting-edge in terms of technology but also deeply in tune with what people actually need and want. By keeping the human element front and center, you can create experiences that really redefine how customers interact with your brand in this exciting new era of Generative AI.
Related Links
UPS delivers customer wins with generative AI | CIO
UPS has developed an AI system called MeRA that automates responses to customer emails. This has helped to improve agent efficiency and allowed UPS to focus on complex customer inquiries. The success of MeRA has led to plans for broader AI integration across other business areas within UPS.
TIAA modernizes the customer journey with AI | CIO
TIAA has significantly advanced its customer service operations through the development of the Journey and Service Operations Center (JSOC). This initiative integrates machine learning, generative AI, and customer journey mapping to enhance the customer experience significantly, particularly for clients navigating the complexities of retirement planning.
Innovation
MIT Spectrum - Spring 2024 Archives | MIT for a Better World
There’s no better place to ask, “What’s next?” than at MIT, where innovative faculty and students seek out bold solutions and groundbreaking advances.
Mobile App Experience
Delta Air Lines has updated its mobile app to enhance the travel experience for users. Key improvements include a streamlined interface, a new help center for alternative flight options during disruptions, and continuous access to the boarding pass on any screen within the app. These updates aim to reduce stress and improve accessibility to important travel information.
Consumer Expectations