CXC Weekly Email

Author

Francesca Tiliakos
February 19, 2024

Welcome to the week! We hope it’s already a good one 🙂 

This week we have two quick newsy things, one reminder, and one very fab ~trend alert~

Newsy Thing 1: RSVP today for the next monthly virtual meeting (March 5th). What’s this thing all about, you ask? This thing is all about building your network and getting answers to your current career challenges with our structured peer coaching breakouts.

Newsy Thing 2: March membership month is upon us. What’s this thing now? If you know someone you think would be a good fit for CXC, refer them to the network! Simply forward your special person this ✨ special link.

Reminder: If you haven’t yet done so, book your onboarding call today! It’s an opportunity to share your professional goals and find out how CXC can help you to reach them.

🚨 TREND ALERT 🚨

“How can I use AI more effectively as a CX professional?”

You asked, we answered. Read on for a few pre-vetted resources to help you catch up with this key CX trend (you can expect to see even more trends like this throughout the year).

  • Consider AI-deployments based on a risk <> value matrix. Plot different points of your customer journey on a chart with risk (low - high) and value (low - high). Begin with your low risk and high value options. (Read more)

  • While you’re in matrix mode, consider which of your tasks fall at the intersection of repetitive, low-value, and time-consuming. These are your priorities for automation. (Read more)

  • GIGO isn’t just the noise a baby makes, it’s “garbage in, garbage out”, meaning — Train your AI on trusted data! (Read more)

  • Continuous analysis is key for optimizing deployment. Test, analyze, iterate, and repeat, and repeat, and repeat some more. (Read more)

  • Key phrase: “BYOB” = Bring Your Own Bot. This architecture is recommended for greater flexibility. Work with your tech team to identify the right bot for your organization’s tech stack (Read more)

  • Use case: Many companies are using AI to improve personalization at scale (Read more)

  • Use case: Others are using AI to monitor repetitive customer log-ins to identify problems before they’re reported (Read more)

  • Use case: Promote cross- and up-selling of products at checkout (Read more)

That’s all for this edition of America’s Next Top CX Trend… See you next week!

Marissa Mann
Community Manager, CXC
[email protected]