Category: CXPA

🌎 A common theme in our change-oriented world is an increasing focus on the Customer. 🔎
Review the BEST CX books based on Sales, Ranking and Reviews.

This list is impartial and not influenced by pushing software, promoting a particular product or bigging up any one author.

If you have any comments, suggestions or corrections, feel free to email me.

1. Invent and Wander: The Collected Writings of Jeff Bezos
   by Walter Isaacson and Jeff Bezos:
   
   This is a collection of Jeff Bezos’ letters to shareholders over the years. It provides insights into how Amazon became one of the most successful companies in the world by focusing on customer experience.
   
   The shareholder letters cover topics such as innovation, risk-taking, and long-term thinking. It also includes Bezos’ thoughts on artificial intelligence, space exploration, and climate change.
   
   
2. The Four: The Hidden DNA of Amazon, Apple, Facebook, and Google 
   by Scott Galloway:
   
   This book explores the business models of four of the most successful companies in the world: Amazon, Apple, Facebook, and Google. It argues that these companies have become so dominant because they have mastered the art of customer experience.
   
   Scott provides us with insights into how these companies operate and what makes them so successful. It also explores these companies’ impact on society and what the future might hold for them.
   
   
3. Delivering Happiness: A Path to Profits, Passion, and Purpose 
   by Tony Hsieh:
   
   This is a memoir by Tony Hsieh, the former CEO of Zappos. It provides insights into how he built one of the world’s most successful online shoe retailers by focusing on customer experience.
   
   The memoir covers topics such as company culture, employee happiness, and customer service. It also includes Hsieh’s thoughts on entrepreneurship and what it takes to build a successful business.
   
   
   
4. This is Marketing: You Can’t Be Seen Until You Learn to See 
   by Seth Godin:
   
   This is a guide to modern marketing. It argues that marketing is not about advertising or selling products but about creating valuable connections with customers.
   
   Seth provides insights into building a brand that people love and creating products that people need to buy. ‘This is Marketing’ explores technology’s impact on marketing and marketers’ future.
   
   
   
5. The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business 
   by Blake Morgan:
   
   Morgan Blake provides insights into how companies can create a customer-centric culture that will help them succeed in the future.
   
   It covers topics such as customer experience design, data analytics, and employee engagement. The book also includes case studies from companies such as Starbucks, Airbnb, and Uber successfully implementing customer-centric strategies.

Connect with Steve: https://linktr.ee/SteveTowers

🌎 ChatGPT has the potential to significantly enhance your CX.
This can be seen in five key trends. Smart chatbots, Augmented Intelligence, Enhanced communication, Innovation, and application programming.

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown – the simultaneous ability to increase revenues, decrease costs, and enhance service – through the CEMMethod, which is now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.

Steve is also an entrepreneur and an early-stage investor in software companies like Parallel.

Subscribe to this channel and reach out and connect with Steve via https://linktr.ee/stevetowers

Now, let’s talk about the benefits of ChatGPT in customer experience.
How can ChatGPT improve customer experience? I see five emerging trends. 

If you prefer to consume your information via video, here it is (approx 4 minutes). https://youtu.be/aetJ_nAhrZo

1. Smart Chatbots
   
   There is a new generation of chat Bots. The old chat Bots were scripted. The new ones are more conversational, and the old ones feel inhuman and frustrate customers. 
   
   The new ones are like you’re having a conversation with another human. The quality of the feedback you get is much higher. You can continue a conversation, so it’s like you’re talking to a live person. 
   
   Once we have the quality of ChatGPT in customer service Bots, it will be a whole new world of automation of customer experiences.
   
    
2. Augmented Intelligence
   
   It’s finally happening. The AI system can help humans speed up their work and reactions towards customers. They can ask the chatbot to give a first idea of a reaction towards an email. 
   
   Then they can fine-tune it a little bit, or if you have to send an email to, like, let’s say, thousands of customers, and you have to tell them that maybe a shipment is going to be late or that you’re out of stock of specific products you can ask the chatbot to write an email for you and then you can fine-tune it. 
   
   The productivity of the humans working in and around the customer experiences will increase dramatically because of AI. 
   
3. Conversation Management
   
   On social media today, many organisations have people just reacting to people on Twitter or Facebook. When they write a review on TripAdvisor or open table now, you can ask ChatGPT to write a first reaction towards a customer’s post. 
   
   Again you get a first reaction. You reach a specific style; you can fine-tune it. Now you can react to reviews on TripAdvisor, for instance, at five times the speed compared to when you have to type in everything, so it speeds up conversation management. 
   
   Again, it’s an increase in efficiency and effectiveness.
   
    
4. Rapid Innovation
   
   Sometimes we’re like stuck. We always repeatedly think about the same concepts to make our customers happy. 
   
   Now you can ask your AI assistant to come up with some ideas and say how can I wow my customers when something like this happens? When something goes wrong? 
   
   You can ask AI about your company’s style and culture. Ask which Innovations and customer experience would bring value to our customers. Instead of getting together ten people for half a day, you now type in a question! 
   
   Some have tried it with some surprising results and generated new good ideas. 
   
   After that first session of ideas, you can build on that as a human team, inspiring the team to develop innovation in CX.
   
    
5. Application coding
   
   Code interfaces for customers may not be up to speed, or they’re not convenient enough, and then the CX team wants the IT team to work on that. 
   
   However, there’s often a long queue of technology priorities, and you have to wait three months to change a simple thing for the customer. 
   
   If you could outsource this now to a machine, what if you could ask chatgpt to improve the code or change the code to improve your user interfaces much faster than in the past, which creates a new benefit for customers they give feedback then you can react more quickly.
   
   If you prefer to consume your information via video, here it is (approx 4 minutes). https://youtu.be/aetJ_nAhrZo
   
   Let’s summarize:
   The use of chat GPT can significantly improve customer experience in various ways. 
   
   The emergence of smart chatbots allows for more conversational interactions with customers, increasing the quality of feedback received. 
   
   Augmented intelligence also speeds up work processes and help humans react faster to customer inquiries. 
   
   Additionally, conversation management is made more efficient through ChatGPT in reacting to customer reviews and posts on social media platforms. 
   
   Rapid innovation is also possible through AI assistants who can assist in coming up with new ideas for customer experience improvements. 
   
   Finally, application coding can be outsourced to machines, allowing for faster improvements to user interfaces, resulting in better customer feedback and quicker reactions to their needs. Overall, the benefits of  ChatGPT in customer experience are numerous and can greatly enhance the quality of customer interactions and satisfaction.
   
   
   As these interesting developments evolve I will bring additional developments to your attention. Thanks for reading!
   
   Please subscribe to the channel, and like this article.

🌎 A common theme in our change-oriented world is an increasing focus on the Customer. 🔎
Review three of the best courses for CX and Process Transformation. In fact, the BPGs best selling programs.

Three programs focused on helping YOU and your organisation become more customer-centric, efficient and effective.

Three of the best BPG Programs – Make Your Choice! #acxm #cppm #cjmp (cemnext.com)

Ready to take your customer experience strategy to the next level? Visit Three of the best BPG Programs – Make Your Choice! to learn more about our offerings. 🚀

“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”

Jim Lecinski, Professor, Kellogg School of Management

(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)

L.G. Lavengood Outstanding Professor of the Year Award (2022)

Connect with Steve: https://linktr.ee/SteveTowers

🌎 Customer experience is a billion-dollar global opportunity – but almost every single experience is broken 🤔 How to make money while solving for it is where Customer Journey Management+ comes in.

But what exactly is Customer Journey Management?
It’s the process of optimizing the interactions that consumers have in an experience across all touchpoints and channels.

This involves connecting the dots between customer interactions and the supporting systems and people that operate the internal processes.

Effectively you can’t be successful if you do one without the other.

By understanding the customer journey, businesses can identify pain points and areas for improvement, ultimately leading to increased customer satisfaction, lower costs and growing revenue (the triple crown).

At CJM Plus, we offer comprehensive solutions for businesses looking to improve their customer journey. From mapping out touchpoints to implementing analytics and automation tools, we help companies seize the billion-dollar opportunity that is customer experience.

Ready to take your customer experience strategy to the next level? Visit https://cjmplus.com to learn more about our offerings. 🚀

“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”

Jim Lecinski, Professor, Kellogg School of Management

(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)

L.G. Lavengood Outstanding Professor of the Year Award (2022)

Connect with Steve: https://linktr.ee/SteveTowers