Marra CX Hub Top 3 CX Articles for the Week of September 23, 2024
Elevate Your Customer Experience Strategy with Marra CX Hub’s Weekly Insights
We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered.
Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
Nearly half of consumers browsing, buying from live shopping events
(Retailcustomerexperience.com) Nearly half, 45%, of consumers have browsed or purchased from a live shopping event in the past year, according to a VTEX survey of 1,000 U.S. consumers.
Gary’s Take: Geez, my wife loves QVC. But I was unaware of just how big live shopping is becoming. This is a very interesting way to utilize technology and our seemingly unending need to be staring at our phones!
Lessons from Amazon, Walmart, and Zara: How Operational Excellence Can Improve Customer Experience
(CustomerThink, Shahil Shetty) When a company’s operations run smoothly, customers benefit through faster service, fewer errors, and an overall better experience. As a result, happy customers remain loyal, contributing to long-term business profitability.
Gary’s Take: In a topic near and dear to my heart, operations really do matter in delivering exceptional customer experience. Unfortunately, operations is often viewed as a COST and overlooked as an opportunity to not only enhance and smooth service levels, but also as a point of feedback from your employees who are on the front lines.
AI Can (Mostly) Outperform CEOs
(Harvard Business Review, Hamza Mudassir, Kamal Munir, Shaz Ansari, and Amal Zahra)
Generative AI has demonstrated the potential to significantly outperform human CEOs in strategic decision-making by excelling in data-driven tasks like product design and market optimization. In an experiment simulating the automotive industry, AI models outpaced human participants in market share and profitability but faltered in handling unpredictable disruptions, leading to faster dismissals by virtual boards
Gary’s Take: Well, if you reallllly want to save costs, maybe the CEO has to go? 🙂 Very interesting model they built to assess whether AI can outperform humans in strategic decision making. In actuality, they got mixed results. But don’t humans get that too???
