#12 | DCX Perspectives and insights on digital customer experience
DCX Podcast #5 - Conversational AI and Customer Service; NEW - 365 Days of Accountability ebook; Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
DCX Podcast #5 - Conversational AI and Customer Service
I sat down with Ted Mico, CEO and co-founder of Thankful, to understand the world of conversational AI, how support teams can survive during economic uncertainty, and what consumers are really looking for from brands.
7 Key takeaways from the discussion:
Conversational AI is a subset of general customer service AI
Each one of us will spend 43 days dealing with customer care throughout our lifetime
Creating a conversational AI solution for e-commerce is very difficult
AI is not yet at a level of understanding that knows when to engage and when not to engage
Customers of conversational AI tools have a basic misunderstanding of the capabilities of current market offerings
Customer service experience is mostly edge cases
Automation and AI are not a panacea for businesses - there’s still a long way to go.
Now available - 365 Days of Accountability ebook
I wrote this eBook to provide everyone with a daily shot of accountability.
𝟯𝟲𝟱 𝗗𝗮𝘆𝘀 𝗼𝗳 𝗔𝗰𝗰𝗼𝘂𝗻𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 offers daily inspiration and action-oriented reminders for your entire year. Each day features a sentence, thought, or quote that prompts reflection and motivates persistence over perfection.
It takes you through the highs, lows, and in-betweens of your life and gives you the tools to succeed so you can clear your mind, focus on what matters most to you, make every decision with intention, and take actions that add value to your life.
Whether you're looking for motivation, accountability, or just a bit of perspective, this down-to-earth and practical book will help you reflect on your goals and keep you focused on making progress.
Get your pdf copy now - Pay whatever you want for a limited time.
Or get a copy for your Kindle from Amazon for $2.99 for a limited time.
DCX is proudly supported by:
Dojo applies behavioral science, design thinking, current heuristics, exhaustive testing, and a keen eye toward the desired outcome to help our clients drive behavior change and increase productive customer engagement.
Our clients praise the insight, forward-thinking, and action orientation we bring to a complicated and fraught market. We make strategy actionable, with a clear line of sight to the right outcome.
Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
Bad customer experience (CX) is a killer, but doing it well can be an incredible (and not necessarily expensive) unlock. Appnovation’s Richard Palmer tells us how brands can make sure they’re on the right side of that divide.
The big question is, where does the average brand go with metaverse experiences today? Entrepreneurs whose CX team is, well, non-existent and CX ownership falls on “someone.” Or the brands that do have a chief customer officer or VP of customer experience that reports to the C-Suite.
The automotive industry is in the midst of a historic digital transformation. The Trends in Automotive report highlights the digital imperatives that are transforming the customer experience.
DCX Thought Leader Linkedin Profile of the week
Each week, I share the profile of someone I am connected to on Linkedin that I think will bring value to your life and career.
This week, I’d like to introduce you to Alex Mead. Alex is committed to driving CX innovation, delivering top-class customer experiences, operations efficiency & customer loyalty. He’s a strongly opinionated and outspoken advocate for the customer and the opportunities that lie in companies making the right investments in CX. Follow him and get his very insightful and thoughtful posts on the regular.
DCX Accountability Coaching - A 1:1 Coaching Experience
Helping digital customer experience leaders to unleash their full potential
Here's a simple 3 step framework for staying accountable:
1. Make a commitment (action, result, time frame)
2. Share the details with someone in your life (friend, colleague, coach)
3. Commit to providing regular updates to them (daily, weekly, specific date)
Accountability comes to life when you have someone who knows about your goals and expects results from them and helps keep you on track.
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