Marra CX Hub Top 3 CX Articles for the Week of July 29, 2024
WEEK of JULY 29, 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! 🔥
What CX Leaders Do That Laggards Don’t
(Martech, Mike Pastore with Holden Bale) Companies that rate highly for customer experience are more likely to have well-integrated technology, make their investment decisions with their customers in mind and are using AI in their CX solutions.
https://martech.org/what-cx-leaders-do-that-laggards-dont/
Gary’s Take: Holden and Mike drill down on how CX leaders prioritize customer feedback over competitors’ strategies and bottom lines, leading to better outcomes. Interestingly, the data shows they excel not through the latest and greatest technology, but through well-integrated systems, with many perceiving their tech as subpar. Given that, a significant AI implementation gap exists, with 70% of leaders using AI versus 30% of others. Leaders identify organizational processes and incentives, not technology, as primary barriers. Ultimately, CX leaders will focus on customer-driven investment decisions by asking, “Are you making capital expenditure and strategic priorities based on your customers?”
Nearly 6/10 Say Their Businesses Aren’t Very Successful at Consistently Delivering Positive Customer Experiences
(CXO Today Newsdesk) A new customer experience (CX) and customer interactions survey by Harvard Business Review Analytic Services in association with Tata Communications, revealed some startling insights. While 94% acknowledge it is very important that organisations consistently deliver positive customer interactions for business success, a mere 38% say their organisation is very effective at consistently delivering them.
Gary’s Take: More good data in this one to build on the first article/podcast. OK, 94% believe delivering positive customer interactions is very important, but only 38% say they are very successful at achieving it! So where are the roadblocks? 48% lack collaboration across teams, 39% identify siloed/disorganized customer data, 35% believe the use of different digital tools or dashboards across the organization is a challenge, and 49% of respondents don’t feel their organization has the right technology in place. So how do you pull it all together?
I Did Almost Every Job in My Company, Here’s How it Made Me a Better Leader
(Fast Company, Anne Marshall) One of my best pieces of advice when you’re first starting out as a leaderis to gain as much insight into as many roles and responsibilities in your company as possible. Better still: actually assume as many of these roles or tasks as you can, at least for a set time.
Gary’s Take: Now I realize that this is not literally possible in large organizations, but the sentiment is striking…the best leaders are a combination of visionaries and integrators, that put their customers AND employees at the heart of what they do.
