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Summary
In this podcast episode, the guest, Bill Staikos, Senior Vice President and Executive Advisor at Medallia, discusses the future of customer experience (CX) in 2024 and beyond. He highlights the importance of a humanist and technologist mindset in delivering CX, the need for a CX Northstar rather than just a CX strategy, and the impact of emerging technologies such as generative AI on the customer journey. Staikos also reflects on the past challenges in CX and how organizations can learn from them to drive transformation and improve customer experiences.
Key Points:
- Staikos predicts a foundational shift in CX within this decade, driven by automation and the integration of AI technologies.
- Four persona-types will play a crucial role in shaping the future of CX: humanists (practitioners of human-centered design), technologists (who leverage digital capabilities), futurists (who anticipate future changes), and architects (who focus on systems thinking and touchpoint management).
- Generative AI and other AI technologies will connect diverse customer touchpoints and reshape the way brands interact with customers.
- Staikos believes there is a clear momentum and investment in transformative technologies, making the future of CX more promising than previous hyped trends like chatbots.
- The democratization of AI development through platforms like GPT Store enables businesses to create and share mini-apps that improve productivity and decision-making.
- Looking back, CX faced a moment of reckoning in 2023, leading to the downsizing of CX teams. However, the importance of delivering for customers remains, and organizations need to learn from past challenges to drive CX transformation.
Key Statistics:
- No specific statistics mentioned in the podcast.
Key Takeaways:
- The future of CX lies in combining human-centered design and technology expertise for optimal customer experiences.
- AI technologies like generative AI will have a transformative impact on the customer journey, connecting diverse touchpoints and enhancing personalization.
- There is significant momentum and investment in AI technologies, indicating a more promising future for CX compared to previous hyped trends.
- GPT Store and similar platforms democratize AI development and enable businesses to create mini-apps that enhance productivity.
- Organizations must learn from the challenges faced by CX in the past and use them as lessons to drive transformation and improve the customer experience.
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