#37 | DCX - Perspectives and insights on digital customer experience
Your Guide to Building a Top CX Team; For Your Consideration: Top customer experience vendors; Linkedin DCX Poll of the Week; DCX links and the Linkedin profile of the week
Your Guide to Building a Top CX Team
Creating a successful customer experience (CX) team is essential for any business to build strong customer relationships and achieve long-term success.
To do this, you need a team of experts who are passionate about creating great user experiences and committed to understanding and meeting your customers' needs. Here’s what I’ve learned over the years about building a successful CX team that can design and deliver exceptional customer experiences that drive loyalty, retention, and growth.
From setting a clear and inspiring vision to engaging in team-building activities, these tips will help you create a culture of collaboration, innovation, and customer centricity that will enable you to achieve your CX goals and stand out. So, let's dive in and explore how you can build a successful CX team that will help your business thrive!
Get excited about creating an amazing customer experience! Imagine how happy and satisfied your customers will be when you exceed their expectations. Work with your team to develop a clear and inspiring vision for what you want to achieve, and communicate it in a way that gets everyone excited about making it a reality.
Bring together a team of experts passionate about creating great user experiences! Your team should have a mix of skills and expertise in research, design, testing, and iteration. Collaborate closely with other teams and departments to ensure everyone works towards the same goal.
Take the time to really understand your customers and what they need. Use customer personas to represent different segments of your customer base, and share them with your team to help them empathize with your customers. Then, ensure everyone can access the data and information needed to make informed decisions and improvements.
Ensure you have a clear leader who is passionate about creating a great customer experience. This person should be responsible for overseeing the overall strategy and execution and have the authority to resolve any conflicts or issues.
Celebrate your successes! Set clear goals and objectives for your team, and track your progress regularly. Then, share your successes with your team and other stakeholders, and recognize the hard work and dedication that goes into creating an amazing customer experience.
Make the hiring and training process fun and personal. Look for people who share your passion for customer experience, and provide them with the support and resources they need to be successful. Create a culture of collaboration, trust, respect, and fun among your team members.
Don't forget to have fun! Organize team-building activities to help your team bond, learn, and celebrate their successes. After all, creating a great customer experience should be a fun and rewarding experience for everyone involved!
Get excited about creating an amazing customer experience!
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For Your Consideration: Top customer experience vendors:
There are a lot of choices when it comes to CX management platforms, tools, and vendors. Below is a list of recognized leaders in the space to consider. (This is not an endorsement or recommendation.)
Adobe Experience Cloud - a comprehensive digital marketing, analytics, and customer experience management tool. Its AI-powered capabilities enable businesses to automate and optimize customer journeys and interactions.
Salesforce is a leading CRM software provider offering a suite of customer experience management tools, including Salesforce Service Cloud, Salesforce Marketing Cloud, and Salesforce Commerce Cloud. Its cloud-based platform allows businesses to manage all their customer interactions in one place.
Qualtrics - a software platform that enables companies to collect, analyze, and act on customer feedback and other forms of data. Qualtrics’ emphasis is on experience management, encompassing customer, employee, brand, and product experiences.
Medallia - a cloud-based customer experience management platform that helps companies capture and analyze customer feedback across various channels, including email, web, social media, and mobile. Medallia's unique text analytics capabilities enable businesses to extract insights from unstructured data sources, such as social media and customer reviews.
Zendesk - a cloud-based customer service and engagement platform offering various products, including Zendesk Support, Zendesk Chat, and Zendesk Talk. Zendesk focuses on omnichannel support, allowing businesses to engage with customers across various channels, including email, chat, phone, and social media.
Verint - a global leader in customer engagement optimization solutions, provides a range of customer experience management tools, including workforce optimization, voice of the customer, and customer analytics. Verint is unique in its workforce optimization capabilities, which enable businesses to optimize their customer service operations and improve employee productivity.
NICE Systems - a software company that provides a suite of customer experience solutions, including contact center software, analytics, and customer feedback management. Their AI-powered solutions enable businesses to automate customer interactions and improve the overall customer experience.
SAP - a leading enterprise software company that provides various customer experience management solutions, including SAP C/4HANA, SAP Customer Experience, and SAP Qualtrics. SAP Qualtrics acquisition allows businesses to collect and analyze customer feedback in real-time to improve the customer experience.
Oracle - a multinational technology company that provides various customer experience solutions, including Oracle CX Cloud, Oracle Marketing Cloud, and Oracle Service Cloud. Oracle’s integrated solutions allow businesses to seamlessly manage customer interactions across various touchpoints.
InMoment - a customer experience management software platform that helps companies measure and improve customer experience across various touchpoints. InMoment unique emphasis on predictive analytics enables businesses to anticipate customer needs and preferences and take proactive measures to improve the customer experience.
Linkedin DCX Poll of the Week
There is something truly special about directly talking with customers about their experiences. So I asked the Customer Experience Professionals Group how often you talk with your customers for feedback.
According to the poll, 82% of CX leaders connect with their customers directly every month. This is such an impressive and exciting finding because direct feedback is the key to making better and faster decisions, and it's clear that these CX leaders are committed to providing excellent customer experiences.
The fact that so many CX leaders are engaging with customers regularly is a testament to their dedication to prioritizing customer feedback and making improvements that enhance the overall experience. In addition, it's a great sign that so many are taking customer satisfaction seriously and constantly striving to differentiate themselves from the competition through outstanding customer service.
This poll's results are a reason to celebrate. CX leaders do an amazing job of staying connected to their customers and using their feedback to make informed business decisions. Here's to more direct customer engagement, continuous improvement, and excellent customer experiences!
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Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
Best 32 Customer Experience (CX) Podcasts You Can Listen in 2023 (ninetailed.io)
I found this great list compiled at Ninetailed.io that lists the best customer experience podcasts to listen to in 2023. Whether you're just starting or looking for new ideas, this is a great place to hear from leaders in the industry.
How Digital Customer Experience Has Transformed in the Past Decade (cmswire.com)
The digital customer experience has exponentially evolved over the past decade, hurried along by the COVID-19 pandemic. The always-on customer expects brands to be ready to do business at all hours of the day, and they expect exceptional customer service to go with it. Today, customers can interact with a brand through their brick-and-mortar storefront, mobile app, website, and chatbot.
All businesses are expected to have digital elements for all of their channels. Customers are used to hyper-personalized interactions that are emotionally satisfying. In addition, they want to be in control of their narrative, given the many choices that brands present them with for purchasing, subscribing, and contacting customer service.
23 Digital Customer Experience Stats To Know for 2023 | TELUS International
Only 3% of U.S. companies were customer-obsessed in 2022 — putting customers at the center of their leadership, strategy, and operations. 62% of customers feel emotionally connected to the brands they buy from most. 75% of consumers are likely to leave a review, post on social media, or create some other form of user-generated content if they have a positive customer experience. Read more stats
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DCX Thought Leader Linkedin Profile of the week
Every week, I share a person's profile from Linkedin that I think will benefit your life and career.
Adam Toporek is a renowned customer experience (CX) expert, author, and keynote speaker.
After earning a degree in political science from the University of Miami, Toporek worked in the hospitality industry, managing hotels and resorts. However, he quickly realized that his true calling was helping businesses improve their customer experience, which led him to found his own CX consulting firm, Customers That Stick.
Through his consulting work, Toporek has helped businesses across various industries, from healthcare and technology to retail and financial services. In addition, he is a sought-after keynote speaker, delivering presentations on CX best practices and trends at conferences and events worldwide.
In addition to his consulting work and speaking engagements, Toporek is also a prolific writer. He is the author of several books on customer experience, including "Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines" and "The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations." He also regularly contributes to publications such as Forbes, Inc., and Entrepreneur.
Toporek's expertise and thought leadership has earned him numerous accolades and awards, including being named one of the Top 30 CX Influencers by NGDATA and one of the Top 50 Thought Leaders to Follow on Twitter by ICMI. Despite his success, Toporek remains committed to helping businesses improve their CX and create loyal customers for life.
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