🔥 The CX world is constantly evolving with new content being shared daily 🔥

Don’t get left behind in the heat of customer experience innovation! Each week, we’ll cut through the noise and deliver our Top 3 Picks to you right here on Marra CX Hub! Brace yourself for the hottest CX trends, insights, and game-changers that’ll keep your brand on fire! 🔥🔥🔥

WEEK of Friday June 6

You Better Shape Up! Insights from Australia’s 2024 CX Index Study

https://www.forrester.com/blogs/you-better-shape-up-insights-from-australias-2024-cx-index-study/

(Forrester) For close to a decade, Forrester has been tracking how Australian customers rate their experience with banks and supers, as well as federal- and state-level government agencies. Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining, which is not what we predicted.

Gary’s Perspective: The unfortunate trend of financial services and banking companies lagging in Customer Experience implementation continues. The article also points out a decline in CX scores in government agencies, again, not unexpected, but the scores are at their lowest levels ever. Sad. Very few Financial Services firms are doing this well, with only a handful displaying a “good” level of CX Maturity. This reinforces my position that Financial Services firms just don’t “get it”.

How to Break Down Silos and Enhance B2B Customer Experience

https://www.blakemichellemorgan.com/podcast/how-to-break-down-silos-and-enhance-b2b-customer-experience/

(Blake Morgan with John Durocher) Transforming customer experience in the B2B space isn’t just about front-end interactions—it’s about mastering the backend and organizational dynamics. John Durocher, Chief Customer Officer at Calix, brings decades of expertise from Accenture and Salesforce, demonstrating how robust infrastructure and strategic restructuring can revolutionize B2B CX. His practical insights reveal how to build deeper, more meaningful client relationships by streamlining operations and fostering true collaboration across teams.

Gary’s Perspective: Morgan and John break down “breaking down silos”. While I am not a fan of the term “breaking down silos”, I am a fan of optimizing “silos” and operations to better serve customers or in my experience, B2B clients. Often in large companies, the silos are there for a valid operational reason…but as a business leader, you must decide how much functionalization is too much and how these silos will best work and collaborate together.

Are AI and Customer Centricity the Perfect Partners?

https://www.cmswire.com/customer-experience/are-ai-and-customer-centricity-the-perfect-partners/?utm_source=cmswire.com&utm_medium=web&utm_campaign=cm&utm_content=all-articles-rss

(CMS Wire) AI can enhance, not replace, customer experience roles. Here’s how to make AI your best CX friend.

The Gist

• AI integration. AI, when used correctly, can help focus on human-centric tasks driving customer relationships.
• AI and customer centricity. Custom GPTs enable detailed audits, community engagement, and targeted campaigns, enhancing customer interactions.
• Virtual mentoring. AI tools can serve as virtual mentors, helping early-career customer marketing and success professionals advocate for their roles.

Gary’s Perspective: AI compliments, not replaces human experience. This article points to other articles on how best to utilize AI for customer-centricity. It also points out the distressing fact that companies are reducing customer experience roles at an alarming rate in 2024.