Top 5 Customer Service Articles for the Week of September 2, 2019

Each week I read a number of 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.

The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan

(Feshdesk) To help you figure out which events to attend, we have curated a region-wise list of top customer experience conferences around the world. This exhaustive guide offers key details to plan your conference calendar, including event descriptions that help you choose which ones are most relevant to you.

My Comment: Every wonder what customer service and customer experience conferences to attend. I’m asked on a regular basis which ones I would recommend. Our friends at Freshdesk have done us a favor and listed 30 conferences throughout the world that you may want to consider attending. A great resource!

Focusing On Customer Experience Is No Longer Optional by Chris Cancialosi

(Forbes) Ready or not, the customer experience (CX) game is on. No matter what size or industry you may play in, you are now competing based on the experience you provide to your customers.

My Comment: Another article that makes the case for why all organizations need to focus on their customer experience strategy. If not, be prepared to catch up – if you can! As it states in the title of the article, “CX is no longer optional!”

The CX Superheroes Amongst Us by Katie Watson

(SentiSum) Customer Experience Superheroes are becoming a prominent part of the workforce. At M.I.C.E (Military Intelligence of Customer Experience) we have performed a detailed surveillance of the three supernatural customer experience managers known to us.

My Comment: If you’re into superheroes, then you are going to enjoy this fun article. M.I.C.E (Military Intelligence of Customer Experience) has identified three customer experience super-hero managers; Gut Insect, Manual Man and Captain Insight. The author shares the strengths and weaknesses of each. Which one of these super-heroes are in your organization?

Debunking Automation Myths In Customer Support by Anand Janefalkar 

(Forbes) Since the early days, innovation and automation have transformed the way companies provide products or services to their customers. Today, automation is omnipresent, and it continues to change not only work but also the fundamental ways we live and interact with one another.

My Comment: Have you wondered just how far AI (artificial intelligence) and IA (intelligent automation) have impacted customer service? A Gartner survey claims that by 2023 more than 40% of customer service will be automated. That’s up from 25% in 2018. What about customer service jobs? Will they be eliminated? Anand Janefalkar, CEO of UJET, “debunks” three myths, including the one that claims that human customer service will be eliminated.

My Comment: I’ve said it many times (including in this weekly column), what’s happening on the inside of your organization will be felt on the outside. This article is all about culture. Jeannie Walters, customer service expert, takes a look at why some companies struggle to get their employees in alignment with their customer service vision. It starts by understanding what we are asking our employees, and what kind of experience we are creating for them.

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 www.Hyken.com. Connect with Shep on LinkedIn.