DCX Links | September 29, 2024
From AI cashiers in Moscow's metro to Meta's AI and AR Ambitions...This Week's DCX Hot Takes!
Weekly inspiration, education, and coaching for customer-obsessed leaders.
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Welcome to this week's roundup of customer experience insights!
For the 3rd week in a row, I’m excited to open up the Premium edition of the DCX Links newsletter to all 1K+ subscribers of the DCX Newsletter, thanks to Frost & Sullivan Executive MindXChange!
This week, I've got a fascinating mix of topics that reflect the dynamic landscape of customer experience and technology today.
We'll explore the new frontiers of strategic decision-making in the AI era, witness the debut of AI cashiers in Moscow's metro, and discover a cure for presentation panic that's transforming anxious executives into confident communicators.
We'll also dig into the accountability crisis in design, examine Meta's ambitious bet on AR and AI, and unpack the surprising surge in social shopping across generations.
Whether you're a seasoned CX pro or just starting your journey, there's something here to spark your curiosity and fuel your customer-obsessed strategies.
Dive in and let me know which story resonates most with you!
Happy reading!
-Mark
Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange
October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections. You’ll get straight-up insights from industry pros and creative networking that actually matters.
Get into hot topics like ChatGPT, AI in customer care, empowering agents, and making your operations run smoother while leveraging data for real results.
If you’re all about boosting customer satisfaction, cutting churn, and driving revenue, this is one event you don’t want to miss! Register Today!
About Executive MindXchange Events
Here are this week’s must-read links:
The New Frontier in Strategic Decision-Making
AI Cashiers Debut in Moscow Metro
Speak Up, Stand Out: A Cure for Presentation Panic
Design's Accountability Crisis
Meta's big bet on AR and AI
Social Shopping Surge Spans Generations
Enjoy!
The New Frontier in Strategic Decision-Making
Digital twin technology, powered by generative AI, is revolutionizing how companies make strategic decisions and enhance customer experiences.
Why it matters: This technology allows businesses to create virtual replicas of their systems and processes, enabling them to test various scenarios before implementation, reducing risk and improving outcomes.
The big picture: Once limited to physical objects and large corporations, digital twins are now accessible to small and medium enterprises, offering unprecedented flexibility in strategy design and execution.
Case studies:
Eclipse (TV company): Used a digital twin to personalize content delivery, resulting in a 30% increase in click-through rates and 21% increase in website engagement.
Dalkeith (retail food business): Implemented a digital twin to unify marketing messages across channels, leading to a 20% increase in campaign effectiveness and 15% rise in customer retention rates.
Between the lines: The integration of generative AI with digital twin technology has made these systems faster, less expensive, and more advanced than ever before.
Key takeaways for CX professionals:
Use digital twins to test and personalize customer experiences before full-scale implementation
Leverage the technology to unify messaging across multiple marketing channels
Utilize real-time data to continuously improve customer engagement strategies
Consider digital twins for predicting and enhancing customer retention rates
Explore how this technology can help tailor content and promotions to specific customer segments
The bottom line: Digital twins offer a cost-effective way to predict the impact of complex change scenarios, fundamentally rewriting the rulebook on strategy design and customer experience optimization. As this technology becomes more accessible, companies of all sizes can leverage it to make data-driven decisions and create more personalized, effective customer interactions.
Digital Twins Can Help You Make Better Strategic Decisions (hbr.org)
AI Cashiers Debut in Moscow Metro
The Moscow Metro is testing AI-powered digital cashiers that mimic human interactions for ticket sales and customer service.
Why it matters: This innovation could revolutionize public transportation customer service, potentially reducing wait times and improving efficiency.
The big picture: As AI technology advances, more industries are exploring ways to automate customer-facing roles, raising questions about the future of human-AI interactions in daily life.
Key features:
AI cashiers can handle ticket sales and payments
They can answer customer questions like human staff
The service aims to reduce lines and improve efficiency
Between the lines: While the system isn't fully operational yet, it represents a significant step towards AI integration in public services.
Key takeaways for CX professionals:
Consider how AI can be integrated into customer service roles to improve efficiency
Evaluate customer comfort levels with AI interactions in daily transactions
Explore the balance between AI automation and maintaining a human touch in customer service
Anticipate potential challenges in implementing AI-driven customer service solutions
Monitor public reception to AI cashiers to gauge acceptance of similar technologies in other sectors
The bottom line: The introduction of AI cashiers in the Moscow Metro challenges traditional notions of customer service and could set a precedent for similar implementations worldwide.
Related: Rethinking AI's impact: MIT CSAIL study reveals economic limits to job automation | MIT CSAIL
Speak Up, Stand Out: A Cure for Presentation Panic
AI Deep Dive
Unlock the power of Scott Ramey's S.P.E.A.K. Method and watch as it transforms you from a nervous presenter into a dynamic, confident leader.
Scott Ramey, a former Fortune 500 executive, offers a new approach to powerful communication.
The big picture: The Ramey Method, built on the S.P.E.A.K. Framework, aims to help professionals overcome presentation anxiety and become influential communicators.
Key components of S.P.E.A.K.:
Style: Develop a unique, impactful communication style
Presence: Cultivate a commanding yet approachable presence
Empathy: Connect deeply with your audience
Authenticity: Embrace your genuine self to build trust
Knowledge: Transform expertise into clear, compelling messages
Why it matters: Effective communication is crucial for leadership success and driving business outcomes.
Ramey's background:
Overcame severe presentation anxiety
Extensive experience with Fortune 500 companies
BA in History from John Carroll University
Why it matters for CX professionals:
Authentic engagement: Improve customer interactions through genuine communication
Empathetic approach: Enhance understanding of customer needs and concerns
Confident leadership: Drive CX initiatives with more impactful presentations
Clear messaging: Communicate complex CX concepts more effectively to stakeholders
Personal growth: Overcome communication barriers to advance CX career opportunities
Bottom line: CX professionals can leverage the S.P.E.A.K. Method to enhance their communication skills, leading to more effective customer experiences and stronger organizational leadership.
Related: Get a Free 45 Minute Trial Session with Scott
"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
New from DCX: A CX Leader’s Guide to Organizational Buy-In
AI Audio Discussion
A CX Leader’s Guide to Organizational Buy-In is your go-to playbook for building a customer-first culture across your entire organization. It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices.
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!
Design's Accountability Crisis
The new book by Manuel Lima challenges designers to consider long-term consequences of their work.
The big picture: Manuel Lima argues that current design frameworks overlook the crucial "third diamond" of impact and consequences, leading to irresponsible design practices.
Key points:
Design's blind spot: Focus on creation, neglecting long-term effects
Double Diamond model limitations: Ends at delivery, ignoring consequences
Lack of ethics: Most design frameworks omit human values and behavior
Proposed solution:
Add a "third diamond" to design frameworks focusing on impact and consequences
Embrace speculative design and "what if" scenarios to anticipate future effects
Why it matters: Designers must take responsibility for the wider impact of their work on society and the environment.
Why it matters for CX professionals:
Long-term thinking: Consider the extended customer journey beyond initial touchpoints
Ethical design: Incorporate human values and behavior into CX strategies
Anticipatory CX: Use speculative design to forecast and prepare for future customer needs
Holistic impact: Evaluate how CX decisions affect society and the environment
Accountability: Take responsibility for both positive and negative outcomes of CX initiatives
Bottom line: CX professionals must expand their focus beyond immediate solutions to consider long-term consequences, ensuring responsible and sustainable customer experiences.
Related: Manuel Lima is an internationally renowned designer and author of several books including “The Book of Circles,” “The Book of Trees,” “Visual Complexity.” He is a fellow of the Royal Society of Arts and a regular lecturer at conferences around the world.
Source: When Design Is the Problem
"Love your content and valuable insights into CX and industry trends. Thanks for sharing with us!" - Corey
Meta's big bet on AR and AI
Meta Connect 2024 revealed the company's focus on augmented reality wearables and AI integration.
The big picture: Meta is doubling down on AR technology and AI capabilities across its product line, from VR headsets to smart glasses and AI assistants.
Key announcements:
Meta Quest 3S: A cheaper VR headset at $299, replacing the Quest 2
Llama 3.2: Updated AI model with vision capabilities
Meta AI enhancements: Voice interactions, image understanding, and translation features
Ray-Ban Meta glasses: New transparent design and AI integrations
Orion: Prototype AR glasses with holographic displays (not yet ready for market)
Why it matters: Meta is positioning itself at the forefront of AR and AI technologies, aiming to create more immersive and intelligent user experiences.
Why it matters for CX professionals:
Immersive experiences: Prepare for AR/VR integration in customer interactions
AI-powered support: Leverage advanced AI models for more natural customer conversations
Visual commerce: Explore image recognition for product recommendations and purchasing
Multilingual service: Utilize real-time translation to serve global customers
Wearable tech: Consider how smart glasses might transform customer engagement
Bottom line: CX professionals should start planning for a future where AR wearables and advanced AI are integral parts of the customer experience landscape.
Source: Meta Is Doubling Down on Augmented Reality Wearables | Lifehacker
Social Shopping Surge Spans Generations
New data from Horizon Media reveals social commerce is not just for Gen Z.
The big picture: Consumers across age groups are increasingly buying products through social apps, gaming platforms, and livestreams, challenging traditional e-commerce models.
By the numbers:
Millennials are most likely to frequently shop via social platforms
Gen X is close behind in social shopping adoption
Nearly 75% of social shoppers say it could replace some of their online shopping
Key findings:
Social shopping defined: Purchasing products while engaging with content on social media or gaming platforms
Top categories: Apparel, personal care, beauty, and electronics (varies by generation)
Brand opportunity: Over 50% of social shoppers buy brand-name products
Small business support: 59% of all respondents see social shopping as a way to support small businesses
Barriers to adoption:
Fear of scams
Lack of trust
Data safety concerns
Uncertainty about product quality
Concerns about false reviews
What's next: As platforms address these concerns, social shopping could continue to gain momentum across age groups.
Why it matters for CX professionals:
Omnichannel experience: CX strategies must evolve to seamlessly integrate social shopping touchpoints with traditional online and offline channels.
Generational nuances: Tailoring CX approaches for different age groups is crucial, as shopping behaviors and preferences vary across generations.
Trust-building: Addressing concerns about scams, data safety, and product quality is essential for improving customer experience and driving adoption.
Small business opportunity: CX professionals can leverage the perceived connection between social shopping and supporting small businesses to enhance brand perception.
Brand consistency: Ensuring a consistent brand experience across various social platforms and traditional e-commerce channels is becoming increasingly important.
Real-time engagement: Social shopping provides opportunities for immediate customer interaction, requiring agile CX strategies to capitalize on these moments.
The bottom line: CX professionals must adapt to the rapidly evolving social commerce landscape to meet customers where they are and provide seamless, trustworthy shopping experiences across all platforms.
Source: Social Shopping Is on the Rise—and It's Not Just Gen Z
I hope you found this week’s links and commentary useful. If you have suggestions for future DCX Links editions, send me a note.
Thanks for being here. I’ll see you next Sunday at 8:15 am ET.
Please share with others you think would benefit.
Want to become a more influential leader in the CX space before the end of the year?
The "30 Days to Greater Influence," eCourse will show you how. Become the go-to expert colleagues seek out for critical decisions. Get executives to champion your customer-centric initiatives. Leave work each day knowing you've made a real, tangible difference. And more!
SPECIAL FOR DCX READERS: For a limited time, get the best-selling CX course for only $29.99! Normally $99.99. That’s less than $1 per day to elevate your career!
P.S.
In addition to my day job and this newsletter, I want to share some of the exciting content and programs that I have cooked up for your personal and professional growth:
DCX Executive Coaching - 1:1 coaching for customer-obsessed leaders (Mention DCX for 50% off the first three months)
The Daily Challenge SMS Service - Daily text messages designed to uplift your spirit, remind you of your worth, and inspire you to keep going, no matter what. - 7-Day FREE Trial
365 Days of Accountability - Accountability Books, Journals, and Exercises
I hope you find these programs useful. Let me know if you have any questions or need any further assistance.
-Mark
www.marklevy.co
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