DCX Links | May 26, 2024
Empowering your CX journey with top-tier curated industry insights and perspectives
Weekly inspiration, education, and coaching for customer-obsessed leaders.
This week’s links cover the following topics:
Safety in the Metaverse
Journey Analytics
This CX Tweet Went Viral
Wharton Professor Stefano Puntoni
Cursing at Customer Service Agents
106 Cognitive biases affecting CX
Safety in the Metaverse
Roblox is stepping up its game by not just being a fun digital playground for kids but also getting into the serious biz of talking to the folks at Capitol Hill. Unlike other tech giants that wait to get called out or subpoenaed, Roblox is taking the front seat, trying to chat with lawmakers on its own terms. They want to be part of the conversation about online safety for kids, showing they're not just about play but also about responsibility.
Understanding how companies navigate these issues can provide valuable insights for CX professionals into aligning customer experience efforts with broader societal concerns and expectations.
Journey Analytics
Arvig unlocks business value with customer journey management (genesys.com)
Arvig, a broadband provider, leveraged Pointillist by Genesys to analyze cross-channel customer data and gain actionable insights into customer behaviors and needs. By identifying and fixing suboptimal customer journeys, Arvig reduced contact center costs by $230,000 and decreased the timeline for new customer installations requiring construction by 12 days.
The company established a CX steering committee that meets monthly to review results and action plans informed by the Pointillist analytics. The ability to demonstrate concrete ROI on CX initiatives, such as quantifying the impact on customer satisfaction, NPS, and cost savings, was a key benefit of the Genesys solution.