Customer Experience in 2019: What are CX Leaders talking about?

A.I. is a game changer, and it’s coming soon.

   A.I. has moved from being a resource only leveraged by cutting edge, giant tech organizations to something that can be leveraged by anyone, through managed services, out of the box, stand-alone, or bolt on options. That’s the good news. The bad news is that none of us are really sure what to do with it.

   The conversation reminds me of the conversation about the “Cloud” from years ago and the “Millennial workforce” before that. Got a problem? Let’s throw some Cloud at it. Or, is that something we can fix or do in the Cloud?

   Your action item:

A.I. is tech, not a magic box. It’s a set of tools. Learn the basics of what is in the A.I. toolbox so you can plan and leverage A.I. And for goodness sake, quit throwing A.I. around like a buzzword, or our future robot overlords will be cross with you.


EX is CX

  As we do more studies that pass scientific rigor and are not just “feel good” soft and fuzzies, the correlation between how your employees experience their work life emotionally and how your customers experience your service is undeniable. In fact, the correlation is so tight that we are clearly measuring the same thing. It’s not really clear that EX causes CX, or that CX causes EX. But what is clear is that if your EX goes up, your CX will go up as well. And conversely, it is unlikely that you can run an organization where customers are very happy, but employees are not.

That said, our focus must be on genuine and significant improvements to our employees’ well-being to reap the benefits of this correlation. A small monetary award is likely to have a short-term effect and will need to be repeated. But investing in options that decrease an employee’s stress at work and home will have long-term benefits.

  Your action item:

If you have a dollar to spend, spend it on your employees. But make it count. If the #1 frustration is that they are hungry because they can’t afford lunch, buy them lunch. If the #1 frustration is the way your system prevents them from taking care of their customers, fix your system.   

Design, Design, Design.

   Moments of truth are crucial in a customer’s journey with us. But those moments increasingly can be both anticipated and constructed. Having the right employee in the right place at the right time with the right tools and knowledge is too complex to be left up to chance. You cannot design your customer’s experience to ensure success at every iteration, but good design can exponentially increase the probability of success at each encounter and the likelihood of those encounters occurring.

   Your Action Item:

It’s too much to try to design everything. Take a small bite. Design some portion of your customer’s journey end to end. Measure, Rinse, Repeat.



  True story. Went to a nice hotel, tried their keyless entry app, glitched, got locked out of my room. Look, the idea of keyless entry is really nice, but the key card is fine. Just let me into my room.

In the race to implement new tech, offer new services, and not get left behind, we can lose focus on the imperative of delivering on what we’ve already offered and promised. Your value proposition to your customers is never based on the enhancements you’ll make tomorrow. It’s in what you can reliably deliver today.

Customers are more forgiving of a service that can’t achieve their dream state than they are of any level of service promised and not delivered. Basic block and tackle exercises are never sexy, but it’s what strong relationships are built on.

  Your action item:

What is your defect rate? If you’re not good with it, improving it must be your #1 target. Nothing else gets done until your word that you’ll do something means something.