The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success

The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success

by | Sep 3, 2024 | Company Culture & Employees, DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Why and How To Effectively Celebrate CX Day and Customer Service Week with Stacy Sherman

In this episode, host Stacy Sherman, a global speaker and CX expert, explores the powerful impact of CX Day and Customer Service Week. Unlike new technologies or flashy marketing, these annual events offer transformative opportunities to unite your organization and elevate your customer experience.

Stacy shares insights on how celebrating these occasions can redefine your company culture, align your team, and deepen customer relationships. You’ll also hear insights from her conversation with Greg Melia, CEO of the Customer Experience Professionals Association, about the origins and significance of this special CX occasion.

From heartfelt CEO messages to handwritten notes and social media highlights, discover cost-effective strategies to make CX Day and Customer Service Week truly impactful. Empower CX champions within departments, invest in ongoing training, and use real customer stories to inspire and build loyalty.

Remember, these events are more than just celebrations—they are opportunities to create a lasting, company-wide commitment to exceptional customer experiences.

Timestamps:

  • [00:00:04] Welcome and Introduction
  • [00:01:02] The Crisis and Opportunity in Customer Experience
  • [00:02:18] The Importance of CX Day and Customer Service Week
  • [00:03:17] Conversation with Greg Melia, CEO of CXPA
  • [00:04:31] Strategies to Make CX Day Impactful
  • [00:06:33] Formal Recognition Programs
  • [00:07:40] Empowering CX Champions and Continuous Training
  • [00:08:35] Feedback and Continuous Improvement
  • [00:09:38] Transforming Company Culture
  • [00:10:34] How to Reach Stacy Sherman to support your company culture initiatives

Get the Latest CX and Customer Service Experience Insights:

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About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

Keyword themes: Doing CX Right podcast business customer service  sales customer experience CX Day Customer Service Week. CXPA

The ROI of AI: New Research Shows the Impact on Customer and Employee Experiences

The ROI of AI: New Research Shows the Impact on Customer and Employee Experiences

by | Aug 11, 2024 | AI, Technology and Tools

Imagine you’re a business leader who just invested millions in the latest AI technology for your customer service department. The promise? Reduced costs, increased efficiency, and happier customers. Six months later, you evaluate whether this investment has truly delivered on those promises.

This scenario isn’t hypothetical. It’s happening in companies around the world. However, according to new research, AI delivers tangible returns for those who implement it thoughtfully and strategically, particularly in enhancing employee (EX) and customer experiences (CX).

Let’s explore what the latest data tells us about the return on investment (ROI of AI) in these critical areas and how it can be maximized by focusing on doing experience management right.

The Current State of AI Investment

Recent research featured in a RingCentral report reveals that businesses are heavily investing in AI to enhance both customer and employee experiences.

“IT, CX, and business unit leaders that participated in Metrigy’s study spend about $3.3M a year on AI technology. This figure is set to increase in 2024, and companies plan on increasing AI spend for both customer experience and employee experience initiatives.”

These figures highlight the significant financial commitment companies are making to AI, reflecting its perceived potential to transform business operations.

Realizing The ROI of AI

The encouraging news is that many businesses already see the benefits of their AI investments. The RingCentral report indicates that “nearly half of the companies participating in the study are already seeing a return on their AI investments, and another 23.6% expect to realize ROI in 2024.”

This data underscores that AI when implemented effectively, can indeed drive measurable returns. But what do these returns look like in practice?

Tangible Benefits of AI in Customer and Employee Experience

Enhancing Customer Self-Service

One of the most impactful applications of AI in customer experience is in enhancing self-service capabilities. The research shows that

“AI is resolving an average of 41% of customer interactions without live agent support for all study participants. That figure jumps to 51.5% for the study’s ‘success group,’ or those companies that realized higher-than-average improvements in business success metrics through the use of AI.”

This not only reduces operational costs but also improves customer satisfaction by providing faster resolutions to common inquiries.

Boosting Customer Service Agent Efficiency

AI is also proving invaluable in augmenting contact center efficiency. The research found that “agents are saving 5.8 minutes per call, for an average time savings of 35%. The improvements vary by industry, with hospitality realizing the biggest gain, of 54.1%, in time saved.” 

There’s also tremendous value in using AI simulation in training agents and front line staff as explained in my LinkedIn Learning course.

These efficiency gains translate into better resource management and improved service delivery, contributing directly to a stronger ROI.

Maximizing ROI of AI: Key Considerations

Actionable AI

For AI to truly drive ROI, it must be actionable—delivering insights and efficiencies that can be immediately applied to improve CX and EX. It’s not just about implementing AI tools; it’s about integrating them into your processes in a way that adds real value.  

Cautious Implementation

While the benefits of AI are clear, companies must approach implementation thoughtfully. The report emphasizes that “companies are being particularly careful about generative AI, and their concerns include data privacy, wrong answers/hallucination, and bias, among others.”

Moreover, “81% [of companies] say either all or some generated content must have human oversight before they’ll use it, even when generative AI is pulling from their own managed and accurate knowledge base.”

This caution ensures that AI enhances, rather than undermines, trust and quality in customer interactions.

Tailoring AI Solutions to Real Needs

AI’s ROI is maximized when solutions are personalized to specific business needs and challenges. The focus needs to be in helping to address everyday challenges, enhance operational efficiency, and gain deeper insights into customer behaviors and preferences. 

A thoughtful approach to AI implementation—one that aligns with company’s unique CX goals—will ensure that AI drives not just efficiency but also meaningful improvements in customer satisfaction and loyalty.

The Future of AI in CX and EX

As AI evolves, its role in transforming customer and employee experiences will continue to grow. Businesses that invest in AI now, with a focus on thoughtful, human-centric implementation, will not only see immediate returns but also build a foundation for long-term success.

AI isn’t just a tool for cutting costs; it enables better, more efficient, and more personalized customer and employee interactions. The key to realizing its full potential—and maximizing ROI—lies in Doing Experience Management Right, by integrating AI in ways that complement and enhance human efforts.

Conclusion: Embracing AI for Real ROI

The real ROI of AI comes from its ability to enhance the human side of business. By augmenting—not replacing—human capabilities, AI can drive significant improvements in both customer and employee experiences. The companies seeing the best returns have approached AI with a clear strategy, a focus on actionable insights, and a commitment to transparency and quality.

As you consider your next AI investment, remember: The goal isn’t just to cut costs or automate processes. It’s to create better experiences, for both your customers and your employees. That’s where the true value and the real ROI of AI lies.

Read more about the ROI of AI. And, listen to Doing CX Right Podcast episode 141 below, with Stacy Sherman and Jim Payne, about how “AI is shaping the future of customer interactions.”

For more insights and to explore the full report on how AI is changing employee and customer experiences, visit RingCentral’s blog.

How AI is Shaping the Future of Customer Interactions

How AI is Shaping the Future of Customer Interactions

by | Aug 5, 2024 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Are you maximizing the potential of AI in your customer experience strategy?

How can you transform your customer service from a cost center to a profit driver?

Is your current technology stack helping or hindering your customer journey?

These critical questions are at the heart of successful customer experience management in today’s rapidly evolving business landscape. In this enlightening episode, I explore these dimensions and uncover actionable strategies to elevate your CX game, drawing from my years of experience and the invaluable insights of our featured guest, Jim Payne, Director of Product Marketing at RingCentral.

AI and Customer Experience Topics Discussed:

  • The transformative power of AI to serve customers better
  • Strategies for implementing integrated AI solutions that maintain context
  • The importance of viewing CX as a company-wide responsibility
  • Balancing speed and quality in product development through customer involvement
  • Leveraging AI for real-time sentiment analysis and proactive issue resolution
  • The future of chatbots and their role in creating seamless customer journeys
  • Overcoming challenges in adopting new CX technologies
  • The critical balance between AI efficiency and human empathy in customer interactions

10 Customer Experience Lessons:

  1. Adopt Integrated Solutions: Implement comprehensive AI tools that maintain context across all touchpoints.
  2. Prioritize the Journey: Focus on the entire customer experience, not just problem-solving.
  3. Democratize CX: Make customer experience a priority for all departments, not just customer service.
  4. Leverage Real-Time Insights: Use AI-powered sentiment analysis to identify and address issues proactively.
  5. Enhance Human Capabilities: Use AI to augment, not replace, human agents in customer interactions.
  6. Involve Customers: Include customer feedback early and often in product development processes.
  7. Break Down Silos: Ensure seamless communication between different technologies and departments.
  8. Embrace Innovation: Have the courage to adopt new technologies that can transform your CX strategy.
  9. Balance Speed and Quality: Strive for quick deployments without sacrificing the quality of customer experience.
  10. Foster Empathy: Encourage a culture of listening and understanding among all customer-facing staff.

Whether you’re a CX leader, a business owner, or a technology enthusiast, you won’t want to miss the wealth of customer experience wisdom shared in this episode. It could be the game-changer your business needs in today’s competitive landscape.

Press Play  To WATCH On Youtube

Check out fresh industry insights on how AI is changing customer and employee experiences – with key takeaways for your own business transformation. 

Artificial Intelligence (AI) is playing an ever greater role in both employee and customer experience. The technology can foster the collaboration needed to innovate and enhance customer interactions at every touchpoint. What’s more, it can streamline internal workflows to enhance employee engagement and experience.

To shed light on AI’s transformative impact on CX and EX operations, RingCentral is featuring a new report, entitled How AI is Changing Employee & Customer Experiences. It includes  the latest research from industry experts at Metrigy on how top-performing companies are deploying AI to benefit their customers and employees. 

Read on for three key takeaways. 

How AI is shaping the future of customer interactions

About Jim Payne:  

He’s spent more than 12 years working in cutting-edge technology. He has spent the last 6 years in Artificial Intelligence, Machine Learning, and more recently focused on practical applications for those technologies to transform customer experiences. Based in Denver, CO, Jim spends a lot of time playing music and getting outside with his kids.

Connect with Jim on LinkedIn. Learn more about featured sponsor RingCentral.

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

Keyword themes: Doing CX Right podcast business customer service  sales customer experience Artificial Intelligence

AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy

AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy

by | Jul 1, 2024 | AI, Technology and Tools, Marketing & Branding

A Wake-Up Call for Customer Experience Innovators

Did you see the Toys “R” Us AI ad that’s got everyone talking? This isn’t just another tech debate – it’s a wake-up call for those dedicated to making customer experience a brand differentiator.

The Situation

Toys “R” Us, a once-dominant player in the toy industry, has been striving to regain its foothold in the market after years of financial struggles and reduced physical presence. To rejuvenate its brand and connect with a new generation of consumers, the company turned to AI technology. The advertisement, which premiered at the 2024 Cannes Lions Festival, was a leap ahead in using cutting-edge technology to tell the brand’s story in a unique way​.

The AI-Generated Ad Controversy

Despite the initial excitement surrounding the AI-generated ad, it quickly became a topic of debate. The advertisement was criticized for several reasons:

Technical Execution: Many viewers found the ad unsettling due to noticeable inconsistencies in the characters’ appearances, leading to a lack of visual continuity. Critics pointed out that the AI-generated content often fell into the “uncanny valley,” where human-like figures appear eerily unnatural and disconcerting​ (Cointelegraph)​.

Energy Consumption: Concerns were also raised about the environmental impact of producing AI-generated content. Critics argued that creating such ads consumes significantly more energy than traditional filming methods, raising questions about the sustainability of using AI for commercial purposes​ (The Daily Dot)​.

Economic Implications: The use of AI in place of human actors and traditional production methods was seen by some as a cost-cutting measure that undermines the quality of the final product. This perception was particularly damaging for a brand like Toys “R” Us, which is already struggling to maintain its market relevance​ (The Daily Dot)​.

My Advice For Customer-Centric Business leaders:

Don’t Jump on the AI Bandwagon Without a Game Plan.

The mixed reactions to the Toys “R” Us AI-generated ad provide several important lessons for businesses looking to innovate in their customer experience strategies:

  1. Technology Must Enhance, Not Replace, Human Creativity

While AI offers powerful tools for creating content, it can be used to augment human creativity rather than replace it. The ad’s failure to achieve visual consistency highlights the current limitations of AI technology. Businesses must ensure that their use of AI complements human efforts to produce high-quality, engaging content.

  1. Consider the Customer’s Emotional Response

Customer experience is deeply tied to emotional engagement. The unsettling nature of the AI-generated ad detracted from the nostalgic and joyful feelings that Toys “R” Us aimed to evoke. Companies must prioritize their audience’s emotional reactions when implementing new technologies, ensuring that innovations do not alienate their core customer base.

  1. Sustainability Matters

With growing awareness of environmental issues, businesses need to consider the sustainability of their operations, including marketing and advertising. The criticism of the ad’s energy consumption serves as a reminder that consumers are increasingly attentive to the ecological impact of the brands they support. Companies should strive for eco-friendly practices even when adopting new technologies.

  1. Authenticity is Key

In the digital age, authenticity remains a crucial component of brand loyalty. The perception that Toys “R” Us used AI to cut costs rather than to enhance the customer experience damaged the brand’s image. Transparency about the use of technology and its purpose in improving customer engagement can help maintain trust and authenticity.

  1. Innovation Must Align with Brand Values

Finally, any innovation in customer experience must align with the brand’s core values and mission. Toys “R” Us aimed to honor its founder’s legacy and evoke nostalgia, but the execution fell short of these goals. Businesses must ensure their innovative efforts harmonize with their brand’s identity and values.

Conclusion: Embracing AI Wisely To Transform Customer Experiences

The Toys “R” Us ad might not have hit all the right notes, but it’s sparking an invaluable conversation about AI’s role in advertising and customer experience.

How can you leverage AI to not just enhance but advance your CX strategies? Are you taking risks that could redefine your market position and create memorable customer service experiences?

The real threat isn’t in experimenting with AI; it’s in standing still while competitors innovate. The brands that will succeed are those pushing boundaries and keeping their customers at the center.

Remember, Doing CX Right means using the latest tech wisely to forge meaningful connections. Keep disrupting, keep innovating, and never settle for the status quo. Challenge norms, embrace AI thoughtfully, and lead the way in transforming customer experience.

Source: Telgraph on Youtube.

Learn How To Deliver Better Customer Service Through An Engaged and Valued Workforce.  Watch My Linkedin Learning Self-Paced Course

Learn More

Seth Godin on AI, CX, and the Future of Customer Service

Seth Godin on AI, CX, and the Future of Customer Service

by | May 6, 2024 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Did you know that “Customer service is free” and that “authenticity is radically overrated”?

What do these provocative claims mean per Seth Godin?

Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin (author of 21 best selling books) challenge traditional notions of customer experience. They break down why investing in your current customers could be more beneficial than the chase for new ones and how to harness the synergy between humans and AI in a technology-driven world.

Packed with actionable insights, the conversation will inspire you to think differently and reassess the status quo in business and life.

Check out Seth’s newest venture @ https://www.goodbids.org/ 

What You’ll Learn From Seth Godin & Stacy Sherman:

– How businesses can tactfully serve their ideal customers in an era where customers feel entitled 

– Insights into the psychology behind purchase decisions (value vs price) and how a company successfully positioned clean water as a status symbol. 

– The story of Momofuku, illustrating the power of niche focus and the positive impact it can have on brand identity.

– Practical advice on how to utilize AI as a tool, akin to a screwdriver, and the necessity of using it with a clear understanding of its limitations.

– The influence of systems on our everyday lives, from social media to education, and how acknowledging these forces can shape better business practices.

– A critical look at authenticity and ‘purpose-driven’ approaches, suggesting that consistency and shared experiences hold the key to customer loyalty and mission-driven success.

– An exploration of how cultures within companies, such as Nordstrom’s, are reflected in their customer experiences.

– Strategies to embrace the unique strengths of smaller companies, fostering innovation and leadership without relying on hefty advertising budgets.

– The argument for investing time to understand nuances in a culture of brevity, ensuring deeper connections and informed decisions.

– Exclusive thoughts from Seth Godin on his philanthropic venture, goodbids.org, which aims to revolutionize charity auctions.

 

Doing Customer Experience Lessons:

  1. Practice generosity: Go beyond offering discounts. Create an environment where customers feel valued, respected, and part of a community. Be generous with your time, attention, and resources.
  2. Prioritize consistency over authenticity: Strive for consistent delivery of exceptional customer experiences, aligning every interaction with your brand promises and values. Consistency breeds trust and loyalty.
  3. Identify and “fire” misaligned customers: Respectfully part ways with customers who do not align with your values and vision, as serving them may undermine the experience for your true audience.
  4. Leverage AI as a tool, not a pilot: Employ AI for specific tasks, such as brainstorming or data analysis, but maintain human oversight and critical thinking for decision-making.

    Listen to this podcast now for more actionable insights!

    Whether you are a business owner, a CX leader, or a marketing enthusiast, you won’t want to miss the customer experience leadership wisdom shared, as it may be your game-changer. 

Press Play  To WATCH On Youtube

About Seth Godin:  

The author of 21 books that are best sellers around the world and have been translated into more than 35 languages. He writes about the post-industrial revolution, the way ideas spread, marketing, quitting, leadership, and most of all, changing everything. You might be familiar with his books Linchpin, Tribes, The Dip, and Purple Cow. His book, This Is Marketing, was an instant bestseller around the world. Recently, he organized the all-volunteer community project, The Carbon Almanac. In 2023, he wrote The Song of Significance, which is already a bestseller.

In addition to his writing and speaking, Seth has founded several companies, including
Yoyodyne and Squidoo. His blog (which you can find by typing “seth” into Google) is one of the most popular in the world. His podcast is in the top 1% of all podcasts worldwide.

In 2018, he was inducted into the Marketing Hall of Fame. More than 40,000 people have taken the powerful Akimbo workshops he founded, including the altMBA and The Marketing Seminar.

Learn more at https://www.sethgodin.com/

     

    About Stacy Sherman: Founder of Doing CX Right®‬

    Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

    Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

    Learn More About Increasing Customer Loyalty.

    Watch Stacy Sherman’s Linkedin Learning Course‬.

    Customer service expert Stacy Sherman shows you how to foster a strong frontline worker experience so your agents and other staff can deliver value and engender customer loyalty.

    Learn how to identify challenges that impact frontline worker effectiveness.

    Explore hiring strategies for contact center and other frontline roles, as well as how to build positive relationships with your frontline workers from day one.

    Find out how to elevate frontline worker performance through intentional training and development and prepare frontline workers for future leadership.

    This course equips you with a blueprint to connect frontline worker experience to customer experience, so that you’re focused on doing right by your teams and your customers.

    Linking agent experience to customer experience from Increase Customer Loyalty by Doing Agent Experience (AX) Right by Stacy Sherman

    Topics Discussed: Doing CX Right podcast

    customer experience, Watermark Consulting, author, speaker, CX advisory firm, radio DJ, artificial intelligence, choreographed experience, impressing customers, lasting impression, emotional impact, book and research, customer experience ROI, operating expenses, Customer Experience ROI Study, financial lift, wallet share, customer acquisition, Net Promoter Score, customer loyalty, customer compliments, brand obsession, emotional resonance, voice of the customer, customer surveys, customer behavior, leadership development