Startups need to be more flexible and know their core competencies. Leveraging an outsourcer to scale operations can help companies grow ten-fold.
Laughter is the shortest distance between 2 people. When things get tense or uncertain, try to share a moment of ease and happiness with your colleagues.
Chatbots are not compatible with delivering the personalized CX that consumers want. They may not play as big of a part in some CX strategies in 2020.
Building world-class app experiences are on the rise. How does your app compare to your competitors? Do you have in-app chat? If not, connect with the pros here to get set up.
Everyone from the top-down within your organization should be asking: “What are the agents saying?” Agents hold a goldmine of information that can inform and empower your VoC strategy.
For most startups “fail often, fail fast” is a way of life but leveraging AI and data analytics helps to slow that lifestyle down.
AI is not to be feared. It works to humanize us and teach us what we can do better as CX leaders if it’s used properly.
The future of ML and AI holds the power to understand customer behavior.
Apply automation judicously. When customers have billing issues, they don’t want SMS or your sexy chatbot-- they want a live person to help them.
CX is moving from “what happened” to “if it happens.” This predictive approach to customer support is a game-changer for 2020.
WE LEARNED FROM
Fight for simplicity. Overcomplicating issues prevents progress and stagnates creativity.
CX BRIEFING LA
CX Briefing L.A. was jam packed with over 100 of the brightest minds in customer experience and a stellar line up of speakers from Disney+, GoDaddy, The Black Tux, ringDNA, and many more.
Although there were only 5 sessions, we learned a dozen things that made us think differently about the state of CX in 2020 and beyond.
THINGS WE LEARNED FROM CX BRIEFING LA
Video chat is an upcoming support channel that modern CX leaders are testing out.
If you missed CX Briefing, make sure to register now for CX Summit in New York and bring new ideas to your organization! Do you have what it takes to be a speaker? Email us and let us know why you're a CX disruptor, firstname.lastname@example.org.