Podcast ¦ CX Files: Jonas Berggren – The CX (R)evolution Book

Key Takeaways

• The podcast features a discussion about the new book “CX Revolution,” co-authored by Mark Hillary and Jonas Burgren, which explores the future of customer experience (CX).

• The book emphasises the dual themes of evolution in consumer behavior and a revolution in technology, particularly focusing on generative AI’s impact on CX.

• Jonas Burgren highlights that while consumer expectations are evolving slowly, technological advancements are accelerating at a revolutionary pace, creating a disparity that companies must navigate.

• The conversation points out the importance of balancing automation with human interaction, emphasising that over-relying on technology can lead to customer dissatisfaction.

• The podcast discusses the significance of building long-term relationships with customers rather than focusing solely on transactional interactions.

• Current technologies, including established platforms like WhatsApp, can improve CX without requiring more disruptive innovations like generative AI.

• The authors argue that brands should strive for a pull strategy to attract and retain customers, focusing on value creation over mere sales pushes.

• Regulatory and security considerations are crucial when implementing new technologies in customer service.

• The discussion includes reflections on the challenges associated with scaling AI technology and the financial implications of its deployment.

• The future of CX is shaped not just by technological innovations but also by understanding the changing expectations and behaviors of consumers.

• There is an articulated need for companies to develop generative AI literacy among employees to harness its potential effectively.

• The podcast points to a reflection on the importance of both immediate and long-term thinking in CX strategy, as reflected in the authors’ experiences and insights.

Key Statistics

• The book “CX Revolution” consists of approximately 208 pages.

• The importance of understanding generative AI and its implications for CX is highlighted, although no specific numerical statistics are presented.

Key Discussion Points

• Introduction of the book “CX Revolution” and its significance in the CX landscape.

• The dual themes of evolution in consumer expectations and technological revolution in CX.

• The disparity between slow consumer evolution and rapid technological advancements.

• The potential pitfalls of over-relying on automation and neglecting human elements in customer interaction.

• Building long-lasting customer relationships as a strategy for profitability and brand loyalty.

• Existing technologies that could enhance CX without needing disruptive innovations.

• The need for a pull marketing strategy focused on value creation.

• Importance of regulatory and security measures when adopting new technology.

• Challenges in scaling AI technology and associated cost implications.

• Necessity for organizations to develop generative AI literacy among staff.

• Broader reflections on the evolving landscape of customer experience and potential future shifts.

• Balancing immediate operational needs with long-term strategic planning in CX.

Podcast Description

The CX Files podcast delves into the latest trends and insights in customer experience, featuring conversations with leading experts in the field. In this episode, hosts Mark Hillary and Peter Ryan discuss the newly launched book “CX Revolution,” co-authored by Jonas Burgren. The podcast explores the interplay between evolving consumer behaviors and revolutionary technological advancements, particularly focusing on the implications of generative AI for customer experience. The discussion highlights the importance of fostering enduring customer relationships, the role of existing technologies in enhancing CX, and the strategic considerations for organizations navigating the rapidly changing landscape.