DCX Links | November 17, 2024
This week’s DCX Links dive into the CX trends shaping a better future—like wearable neurotech, storytelling leadership, and the new rules of customer loyalty
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Welcome to this week's roundup of customer experience insights!
This week, we’re zooming out to look at how CX connects to something greater—creating real, lasting impact.
Whether it’s leveraging tech like AI and wearable neurotech, building trust through transparency, or rethinking leadership, the takeaway is clear: great customer experiences don’t just solve today’s problems—they help shape a better future for everyone.
These stories challenge you to think beyond the short term and focus on what truly matters. Ready to explore the bigger picture? Let’s dive in.
Happy reading, and stay DCX curious!
-Mark
Here are this week’s must-read links:
Your New Coworker Might Be AI
The Future of Deliveries?
The FTC’s New ‘Click-to-Cancel’ Rule
How Apple Uses Storytelling to Lead
Wearable Neurotech: What It Is and Why It’s a Big Deal
Scott Galloway’s TED Talk: Do We Love Our Children?
Your New Coworker Might Be AI
What’s happening:
Nvidia’s CEO, Jensen Huang, is all-in on a future where AI works side-by-side with humans. Think AI "employees" handling tasks in marketing, supply chains, and even product design, just like your human teammates—but faster and always on.
AI isn’t taking over—it’s teaming up
Huang talks about AI agents as if they’re your next new hire. You’d brief them, assign tasks, and let them run with it. The goal? To make teams more productive without losing what makes human collaboration special.
What this means for CX
AI could take care of the boring stuff—data crunching, FAQs, scheduling—so your team can focus on what really matters: delighting your customers. But don’t let AI replace the personal touch. Customers want fast responses, but they also value empathy and creativity.
Get your team AI-ready
Upskill your people: Make sure your team knows how to use AI tools to work smarter, not harder.
Embrace change: Create a culture where AI is seen as a helper, not a threat.
Be upfront: Let customers know how AI is enhancing their experience—it builds trust.
Next-level CX tips
Use AI to personalize: AI can sift through data and help you customize customer interactions in ways that feel magical.
Automate the small stuff: Free up your team to focus on big-picture problems by automating repetitive tasks.
Keep an eye on it: Regularly review how AI is performing so it stays on-brand and on-target.
Why it matters:
AI isn’t just the future—it’s here. Learning to work with it (and letting it work for you) can help you create better, faster, and more human customer experiences.
The Future of Deliveries?
What it’s about:
Amazon is testing smart glasses—code-named "Amelia"—to help delivery drivers with detailed navigation and hands-free tasks. If they pull it off, this could totally change how packages get to your doorstep and make last-mile logistics smoother than ever.
Smarter deliveries, faster packages
These glasses do more than look cool. They guide drivers with super-specific directions—like which turn to take after stepping out of an elevator. This tech could cut delivery times and reduce those annoying “we missed you” notifications.
Hands-free for the win
Think of all the little tasks drivers do, like snapping proof-of-delivery photos. With these glasses, they could do it hands-free, saving time and avoiding hassle. That means packages get to customers faster and with fewer hiccups.
Big challenges ahead
Making these glasses lightweight, long-lasting, and compatible with prescription lenses isn’t easy. Plus, since many drivers are contractors, rolling this out at scale could be tricky. Amazon has its work cut out, but the payoff could be worth it.
Why CX folks should care
This isn’t just about cool gadgets. It’s about how tech can make service faster and more reliable. As a CX pro, this is your reminder to think about where you can innovate to deliver a smoother experience for your customers.
Your CX play: Look ahead
Tech that serves people: Think about how tools like wearables could improve your own operations.
Efficiency meets satisfaction: Streamlining processes for your team often translates directly into happier customers.
Stay curious: Even if smart glasses aren’t in your wheelhouse, this is a great example of how tech can transform customer interactions.
Why it matters:
Amazon is showing us how wearable tech can solve real-world problems. If you’re paying attention, there are lessons here for anyone looking to create better, faster, and more seamless experiences for customers.
"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
The FTC’s New ‘Click-to-Cancel’ Rule
What it’s about:
The FTC has finalized a rule requiring companies to make canceling subscriptions as easy as signing up. It’s aimed at stopping shady practices that frustrate customers. For CX pros, it’s a reminder: don’t just comply—use this as a chance to rethink how you handle customer relationships.
The rule: Canceling shouldn’t feel like a trap
The FTC’s new rule means businesses need to offer simple, clear “click-to-cancel” options for subscriptions. No more forcing customers to call, endure upsell pitches, or jump through hoops. If signing up was a breeze, canceling should be too.
Why this matters for CX
This isn’t just about avoiding fines. A frustrating cancellation process destroys trust, making customers less likely to return—or recommend your brand. By designing an easy, transparent offboarding experience, you can build goodwill even when customers leave.
Advanced strategies: Go beyond compliance
Use offboarding as a learning tool: Include quick feedback questions to understand why they’re canceling and what you can improve.
Offer a pause option: Some customers aren’t gone for good—they just need a break. Make it easy for them to come back later.
Surprise with value: Highlight benefits they might not realize they’re giving up, but don’t be pushy.
The long-term play: Retention starts here
A seamless cancellation process can actually boost retention. When customers feel respected, they’re more likely to trust you again when their needs change. And if you consistently deliver value, many might not cancel at all.
CX pro tip: Audit your journey
Take this moment to map out your subscription lifecycle. Are there points where friction creeps in? Are your policies fair and customer-friendly? Make sure every interaction feels honest and straightforward.
Why it matters:
This isn’t just about following the rules—it’s about standing out. A customer-first cancellation process shows you’re the kind of brand people can trust, even when they’re walking away. That trust? It’s what brings them back.
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This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap!
Wearable Neurotech: What It Is and Why It’s a Big Deal
What it’s about:
Wearable neurotech—think headbands and earbuds that read brain signals—is making waves. It’s all about tapping into your brain’s activity to improve health, mood, and more. But here’s the kicker: this tech could also reshape how you approach customer experience.
So, what’s wearable neurotech?
These gadgets track your brain activity and, in some cases, can even influence it. The best part? No scary brain implants—just devices you can pop on and use daily. This tech is finally becoming something everyday people can use, not just sci-fi fans.
Healthier brains, happier lives
Right now, neurotech is helping people tackle big issues like anxiety, depression, and sleep problems. Imagine putting on a headband that helps you chill out or get better rest. This kind of personalization could be a game-changer for wellness.
Why CX pros should care
Here’s where it gets exciting for you. Neurotech could give you a peek into how customers really feel—stress, focus, satisfaction, the works. With this insight, you could craft experiences that truly resonate, not just guess at what works.
The ethical stuff
Of course, with great tech comes great responsibility. Privacy and consent are huge here. If you’re considering diving into this space, make sure your customers know how their data’s being used—and that they’re cool with it.
Your advanced CX move
Think about how this tech could fit into your customer journey. Imagine mapping experiences to match emotional and cognitive states. You could take personalization to a whole new level—and build loyalty that sticks.
Why it matters:
Neurotech is more than just cool gadgets—it’s a sneak peek into the future of customer experience. If you’re ready to embrace what’s next, this is a trend you can’t ignore.
How Apple Uses Storytelling to Lead
What it’s about:
Apple doesn’t just use storytelling to sell products—it’s baked into their leadership philosophy. Joel Podolny, former dean of Apple University, explains how leaders use narratives to inspire and innovate. This approach has plenty of takeaways for CX leaders like you.
Storytelling connects the dots
At Apple, storytelling is more than fluff—it’s how leaders align everyone to a shared purpose. Think about your own team. Are you using stories to inspire them, or just delivering tasks? A great narrative can make even the smallest CX wins feel part of a bigger mission.
Leadership starts with expertise
Apple expects leaders to know their stuff. Deep expertise helps them make smart, intuitive decisions. For you, this means doubling down on understanding customer behavior and experience design. When your team knows you’re an expert, they’ll follow your lead with confidence.
Stay curious when things change
Apple’s leaders are encouraged to stay curious, even when the ground shifts. It’s a lesson you can use—especially in CX, where customer expectations evolve fast. Encourage your team to ask “What if?” and experiment with fresh ideas to solve customer pain points.
Bring meaning to the day-to-day
Ever notice how a great story can make even mundane tasks feel important? Apple leaders use narratives to show employees how their work fits into a larger mission. In CX, sharing stories about customer success or impact can motivate your team and make their work feel essential.
Advanced CX move: Use storytelling strategically
The magic of storytelling isn’t just inspiration—it’s strategy. When you tell a clear, compelling story about your team’s goals, you create alignment and focus. That’s how you deliver exceptional customer experiences consistently.
Why it matters:
Apple’s playbook shows that great storytelling is a leadership superpower. By using narratives to inspire, educate, and align your team, you can create a culture that thrives on delivering outstanding CX.
Scott Galloway’s TED Talk: Do We Love Our Children?
What it’s about:
Scott Galloway tackles one big question: Are we leaving the world better for the next generation? Spoiler: not really. His no-holds-barred talk exposes how generational wealth, opportunity, and mental well-being are eroding—and what we can do about it.
Are we failing the future?
Galloway doesn’t sugarcoat it: younger generations are worse off than their parents. From lower wages to skyrocketing costs for homes and education, today’s 30-year-olds have fewer opportunities than ever. It’s a gut-check moment for anyone in CX. Are you designing experiences that actually make life easier, or are you focused on short-term wins?
The real cost of systemic failures
Education is now a luxury, housing is out of reach, and wages haven’t kept up with productivity. These stressors impact your customers directly. Frustration, mistrust, and burnout are bleeding into every interaction they have—including with your brand. Your job? Understand these pressures and build solutions that offer real relief.
Social media’s toll on mental health
Galloway lays blame on Big Tech for worsening mental health among young people. Social media addiction, depression, and self-harm are skyrocketing. As someone in CX, think about your digital experiences: are they promoting well-being, or feeding the cycle? Ethical design and intentionality are key.
Fixing the system: Lessons for CX
Galloway’s solutions hit hard and fast:
Make education affordable.
Reform housing policies.
Age-gate social media.
Tax wealth fairly.
For you, the takeaway is simple: align your brand with these kinds of values. Customers want to support companies that care about more than just profits.
The advanced CX move: Purpose over profit
Here’s the challenge: are you balancing short-term KPIs with long-term customer trust? Galloway reminds us that focusing on equity and empathy isn’t just good for society—it’s good business. Customers are loyal to brands that make a difference.
Why it matters:
This talk is your reminder that CX isn’t just about touchpoints—it’s about people. Are you designing for a better future or just maintaining the status quo? If you’re not thinking big, Galloway’s talk might just change your mind.
Thank you!
I hope you found this week’s links and commentary useful. If you have suggestions for future DCX Links editions, send me a note.
I’ll see you next Sunday at 8:15 am ET.
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