In a world increasingly designed for AI efficiency, customer belonging may become one of the most powerful drivers of retention and loyalty. Is this the future of customer experience? For …
New Business Book Coming on Customer Retention and Churn in the AI Era
Today, I’m deep into writing my next book, focused on customer retention and churn in the AI era. I’m writing my third business book on customer retention and churn. Ten …
AI, Dynamic Pricing and the CX Impact
Dynamic pricing Dynamic pricing has been around for a long time. Airlines, hotels and ride-sharing have always adjusted prices based on supply and demand. Over the past two weeks, there …
AI isn’t the advantage. It’s how your competitors are removing customer friction using AI.
**AI isn’t the advantage. It’s how your competitors are removing customer friction using AI.** Most Australian organisations now have access to broadly the same AI capabilities. The models are similar. …
The next competitive advantage: Amazon changed the way we shop. AI is changing the way we make decisions.
Why experience-led AI and not efficiency-led AI is the next competitive advantage In the nineties, Amazon played a central role in how we choose, decide and purchase. From a customer’s …
Customer Experience News 228: Digital Customer Journeys, Post-Pandemic Momentum & LEGO Innovates with AI
Digital Customer Journeys the Japanese Way (2min) A great Forbes article on how Lexus has adapted its digital CX. Starting with deep customer understanding through mapping the end-to-end customer journey, …
Customer Experience News 221: Customer Data: Mining for Gold, CX in 7 Steps and Closing the Empathy Gap
Customer Data: Mining for Gold (3-4min) In this article for HBR, three AI heavyweights outline the primary problem in measuring CX. They propose a solution using unstructured data and applied, …
Customer Experience News 205: VW Launches the World’s Smallest Showroom, Customer-Led Innovation, and Sense-Making, Digital Ecosystems & AI
Tech: The Smallest Showroom in the World (3-30min) VW steps into the experience economy – leading the way with the launch of their new Augmented Reality (AR)-powered showroom which enables …
Customer Experience News 204: Podcast: CX Strategy & Customer Empathy, Customer Advocacy: Who Do You Trust? & CX Management: Protecting CX Budgets
Podcast: CX Strategy & Customer Empathy (57min) This week I talked with Head of Customer Experience at Freddie Mac, Bill Staikos, on his new-ish Podcast, Be Customer Led. We discussed CX strategy, …
Customer Experience News 202: Innovation: What Next in CX?, Customer Experience: What’s Normal Anymore? and Technology: Human vs Machine
Innovation: Home Delivered Fuel – What Next? (3min) HBR asks, how often are we really innovating to solve customer problems? For example, when the ‘job to be done’ by customers is …
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