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Friday Customer Experience Pack #4

Every Friday, I’m going to round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.

  • Over on Medium, Aytekin Tank from Jotform writes about how Customer Service is the new Marketing – I agree completely, a great customer experience is a competitive advantage.  Think of the brands you love and are loyal to – they all create great experiences and make you feel like you belong with them.
  • Richard Corps tells us that Customer Experience needs to be a board-level discussion.  The most successful companies are ensuring that the CX conversation is happening in the c-suite as they align departments and remove the silos that break the customer journey.  If your company isn’t doing this, it’s time to start influencing with strong numbers, good data and most of all insights that bring the customer to life in your boardroom.  It’s on you – the CX professional.
  • Jeanne Bliss once again drops wisdom with the three actions you need to take to prevent a CX implosion.  Reading this common sense advice is critical because I’ll bet that not all of the sense is common!
  • The ZenDesk blog is always full of wisdom, even if you aren’t a customer (I am, with no regrets) – this week that gave some great advice about how strong Knowledge Management is a key function for building high performing teams.  Using tools and processes to ensure knowledge is captured and updated is a great way to increase performance and drive good employee engagement as well.
  • Finally, at Customer Think, this article got me thinking more about the future – The Role that AI has in driving Customer Experience is really exciting. Increased speed and personalisation are goals for almost all CX professionals in 2018 – if you don’t have AI on your radar, it’s time to think about that.
The most successful companies are ensuring that the CX conversation is happening in the c-suite as they align departments and remove the silos that break the customer journey. Click To Tweet

What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.



What do you think?