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Top 5 Customer Service & CX Articles for the Week of April 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How AI is Changing the Jobs of Call Centre Workers by Vanmala Subramaniam (The Globe […]

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

How AI is Changing the Jobs of Call Centre Workers by Vanmala Subramaniam

(The Globe and Mail) Starting this summer, travellers impacted by unexpected flight delays or cancellations will no longer need to have phone conversations with human call-centre agents. They’ll be able to deal with an AI-powered voice assistant instead.

My Comment: AI is changing the way companies manage customer support. Some rely too heavily on the new technology, some stay away with a concern about a poor CX, and some have found the perfect balance between technology and the live agent experience. It’s the last group that will win the digital customer experience game. This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent.

The Next Frontier of Customer Engagement: AI-enabled Customer Service by Avinash Chandra Das

(McKinsey & Company) How to engage customers—and keep them engaged—is a focal question for organizations across the business-to-consumer (B2C) landscape, where disintermediation by digital platforms continues to erode traditional business models. Engaged customers are more loyal, have more touchpoints with their chosen brands, and deliver greater value over their lifetime.

My Comment: Let’s stay with the theme of AI-enabled customer service and read this great article from McKinsey on what they believe the very near future of customer service and CX will look like. Our customer service and CX research is finding that even though the phone is the primary channel of communication between a company and its customers, the digital self-service experience is a viable option for almost a third of American consumers.

Five Customer Experience Trends From NRF 2023 That Retailers Need to Know by Prelini Udayan-Chiechi

(diginomica) Consumers are rewarding retailers who provide low-friction, flexible and sustainable offerings. Prelini Udayan-Chiechi of Zendesk shares the five big takeways from NRF2023 – and how retailers can deliver a competitive omnichannel customer experience.

My Comment: Within the five retail trends shared in this article is a concept called “phygital” retail. The author describes this as customers being forced to digital commerce platforms during the pandemic, and even though they are back shopping at traditional brick-and-mortar stores, they still like some of the perks that a digital experience offers. A very interesting concept! In addition, there are four other trends you’ll most likely agree with.

5 Unique Lessons From Top CX Brand Glossier by Steven Van Belleghem

(Steven Van Belleghem) The story of the Glossier brand is pretty impressive. In 2010, Emily Weiss started the makeup and skincare blog “Into the Gloss” (ITG) in her own free time, while she was working at Vogue. She worked on it every day between 4.00 and 8.00, after which she fully focused on her paying job as an editorial assistant. As the platform grew, she left Vogue in 2013 to focus on creating a curated e-commerce platform for ‘Into the Gloss’.

My Comment: If you’ve been following this weekly roundup of articles, you should be familiar with Steven Van Belleghem, one of the world’s leading customer experience gurus. He’s written a short article about Glossier, a well-known and respected beauty brand with a “die-hard customer-first culture.” Here you’ll find five CX ideas that any company should consider based on Glossier’s incredible success.

How Amazon Prime Created a Bad Customer Experience for Everyone Else by Nichole Devolites

(CMSWire) Amazon Prime shipping, in most cases, is faster than virtually every other e-commerce or brick-and-mortar store in existence. It’s a lovely thing for individual consumers, but not for the businesses that can’t compete with this increasingly impatient consumer mindset Amazon inadvertently created (if you’ve seen the original Willy Wonka movie, you know there are a whole lot of Veruca Salts these days).

My Comment: For several years, I’ve preached that our customers no longer compare us to a direct competitor but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. And the brand most often mentioned in my customer service keynote speeches (when I ask, “Who are the favorite companies you do business with) is Amazon. They have met and exceeded customers’ expectations in many areas – and now these customers want this from every company they do business with.


Top 10 Ways Customer Experience (CX) Makes a Better World by Jeannie Walters

(Experience Action) In this episode, we’re presenting the top ten ways Customer Experience (CX) makes a better world, which relates directly to Jeannie’s mission To Create Fewer Ruined Days for Customers™. Tune in for the countdown!

My Comment: Customer experience expert Jeannie Walters is celebrating the tenth episode of her podcast, Experience Action. To commemorate this milestone, she is sharing her Top Ten Ways Customer Experience (CX) Makes a Better World. It’s only seven-and-a-half minutes. A great listen!

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at Connect with Shep on LinkedIn.


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