Week of August 12, 2024

🔥 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 CX Articles 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! 🔥

Start with the Cart: How Grocers and AI are Transforming the Customer Journey

(Perishablenews.com) A new survey by Instacart, the leading grocery technology company in North America, and GroceryDive’s studioID reveals that grocers across the United States believe smart carts are the place where artificial intelligence (AI) will have the biggest industry impact moving forward.

https://www.perishablenews.com/retailfoodservice/start-with-the-cart-how-grocers-and-ai-are-transforming-the-customer-journey/

Gary’s Take: Yes, the world of CX takes me to “perishablenews.com”, which I will venture a guess to say I would never have found otherwise! And there is more good news, while nothing will beat the “Race Car” Carts and my 2 kids making engine revving and tire screeching noises while we wheel around the supermarket, Smart Carts could be coming to a market near you soon!

Be Customer-Centric not Brand-Centric

(CX Journey, Annette Franz) Think about your company operations for a minute. What do they revolve around? What’s the most important component at the heart of the business? Is it product? Sales? Customers? Employees? Profit? The brand?

https://cx-journey.com/2024/08/be-customer-centric-not-brand-centric.html

Gary’s Take: Which one are you really? If you carefully digest this one and think about it honestly, I bet a lot of you out there are thinking in reality you are brand-centric. My experience has shown me a lot of organizations are client-focused perhaps, but not customer-centric. Know the difference.

6 Key Ways to Building and Nurturing a Strong Customer Success Strategy

(Fastcompany, Toni Anne Careccio)

Let’s face it, running a lean business is tough. For many businesses, operating lean translates to budget cuts across the board and a “hold” on major investments. That’s why it’s more important than ever to invest in building and maintaining loyal customer relationships.

https://www.fastcompany.com/91171392/6-key-ways-to-building-and-nurturing-a-strong-customer-success-strategy

Gary’s Take: With my long history in Customer Success, I found these 6 items to be spot on and I wanted to share them with you. Building an effective Customer Success function leads to value creation and profitability. I used to say to leaders, “how do you replace a 20-year client?”…answer, you don’t, you get a new one and wait 20 years. Not a great time frame.