#9 | DCX - Perspectives and insights on digital customer experience
Announcing The Accountability Coaching Program for DCX Executives; 5 Skills You Need for Landing a Job In DCX; Linkedin DCX Poll of the Week; DCX Thought Leader Linkedin Profile
Announcing The Accountability Coaching Program For DCX Executives
I’ve spent the past few months creating a coaching program for CX professionals that focuses on accountability. It combines my many years of experience in leadership and customer experience with the techniques I learned from my accountability coach to help CX executives and leaders unleash their full potential.
Accountability is about taking full ownership of your actions, thoughts, behaviors, and results.
As a passionate digital customer experience executive or leader, I know you want to deliver the best experiences for your customers. You want to be the best leader for your team. And you want to feel fulfilled and energetic. Amidst all of the conflicting priorities, organizational changes, and politics, you may feel like you're stuck in a rut. Like the things you want to accomplish are not possible. You may feel overwhelmed and disappointed in yourself because you’ve made commitments to yourself and not kept them.
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It's not easy to stay accountable to yourself, your team, and your customers all the time. We all could use some help sometimes. As your accountability coach, someone who knows your industry and challenges, I would be committed to helping you stay true to yourself, pushing you, challenging you, and supporting you to get the results you seek. I am also there to bounce ideas off of, express your concerns in a safe place, and plot a plan of action.
In the 90-day Accountability Challenge, through 1:1 coaching sessions with me and unlimited secure text messaging, I will help you get clear on what’s most important for you to work on, set a strategy and action plan with you, and hold you accountable to deliver results quickly. In addition, I will set you up with a system to maintain personal accountability ongoing.
If you are a leader in the field and would like to make massive change in your life, I’d love for you to check out the details of the program and set a free 30-minute introductory coaching call with me.
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Training and implementing AI for customer support on your own can be a little like doing your own plumbing: You're going to end up in a 💩situation.
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5 Skills You Need For Landing A Job In Digital Customer Experience
Digital customer experience management is more than just technical knowledge—it’s a way of thinking. It means looking at data, devices, and technologies in a new way, as well as how we operate in an organization. If you are thinking about entering this field, here are some tips and suggestions that will help you succeed in your job search, as well as some information on which skills you will need and what hiring managers look for when hiring entry-level candidates.
Analytics: Digital customer experience management relies on data and analytics to measure the customer journey and make changes that improve the overall experience. You should have a strong grasp of data analytics tools and techniques. You need to know how to collect, interpret analytics reports, use them to inform decisions, and present data in order to understand what works best for different types of customers and situations as well as how to interpret results from experiments and tests.
Business acumen: Customer experience requires you to understand business strategy, customer needs, and how products or services fit into those strategies. You need to be able to think about how customer experience fits into the broader picture of what your company does and what problems it solves for customers.
Customer empathy: You need to be able to empathize with your customers and understand how they feel when they interact with your company. This helps you identify where they get stuck and what they want most from your product or service. It's important that anyone working with customers understand their needs and desires — both now and in the future. You'll need this empathy when designing new products or features, as well as when analyzing existing experiences so that they can be improved.
Cross-functional collaboration skills: Digital customer experience managers work closely with their teams on projects related to improving user experience across all channels such as email, live chat, social media, websites, and mobile apps. They need strong communication and organizational skills so that everyone understands each other’s roles in the project and can collaborate effectively towards a common goal.
Technology: In order to provide a seamless experience for customers, it is essential that you have familiarity with emerging technologies like machine learning algorithms, natural language processing (NLP) technology, content management systems, Voice of customer, chatbots and more. These technologies can be used to personalize and enhance the customer experience, which is essential for any brand that wants to stay relevant in today’s competitive market.
To succeed in this space, we need to adopt a digital mindset. That means changing our attitudes, behaviors, and understanding what is essential and what is not. We must learn the skills we need to succeed in the new world of work. In the meantime, be curious. Attend seminars, courses, and other learning experiences. Aim to learn something new every day.
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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.
Linkedin DCX Poll of the Week
Very interesting results of this poll. Not that it matters, but I am in the 5 years camp. The investments into conversational AI are immense and the expectations are very high - global conversational AI market size is expected to grow from $6.1B USD to $41.39 billion by 2030. The market growth is primarily influenced by the rising adoption of advanced AI technologies and consumer interaction via multiple platforms. It indicates that businesses and their customers view technology as a mode to expand their businesses.
A number of respondents said this level of experience is available today, however, no one could really back it up with evidence.
Links to Industry news, thought leaders, and ideas of interest
Great customer experiences are getting easier because of predictive analytics—especially now that the pandemic has driven more of us online than ever before. For example, an airline built a system that helped identify and prioritize customers whose relationships were most at risk because of multiple flight delays or cancellations. The system worked so well that priority customers’ satisfaction increased over 800%, reducing churn by 60% —great results for just three months of development.
Emerging technologies for 2022 fit into three main themes: evolving/expanding immersive experiences, accelerated artificial intelligence automation, and optimized technologist delivery.
The demand for an excellent customer experience is increasing as new technologies emerge. Today, if a business wants to stand out, it must also have a personalized, data-driven, and customer-focused approach.
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.
I’ve been tracking Bill Staikos’ posts for the last few weeks. Bill is truly a CX evangelist and delivers inspirational and thoughtful content. He’s currently the SVP, Evangelist and Head of Community Engagement for Medallia, the Enterprise Experience Platform, and has a kindred spirit when it comes to passion for the customer. In addition, Bill hosts an award-winning podcast called Be Customer Led and blogs on all things CX and EX on becustomerled.com.
I want to elevate as many Customer & Employee Experience leaders and practitioners as I can, every day. Not just CXOs and CCOs, but the entire team. This means helping them connect what they do with real business outcomes: drive growth, improve operational efficiency, and create a customer-led culture.
Access to my content can be found here: linktr.ee/becustomerled.
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I work with individuals and organizations to create cultures of success and innovation. Book me for speaking engagements, team training, and executive accountability and leadership coaching.
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