Move over CX - the future is HX

In Episode 21, here's what's on the agenda:

💡 Insight: The human element is crucial in the CX journey

📰 Unpopular Opinion: Customers don't want to be limited to a single channel

🧰 Expert Interview: ‘When Digital becomes Human' by Steven Van Belleghem

✨Food For Thought: 5 Reasons why Human Experiences always come out on top

Insights:

Customer experience (CX) has become more than just transactions, it's all about the human experience, the "HX."

You've felt it, right?

It's not merely buying a thing, it's stepping into an experience, like catching up with a friend.

That connection you sense?

That's the person representing the company – they call them the employee.

It goes beyond purchases, it's about crafting a one-of-a-kind, personal interaction.

We're all unique, ever-evolving individuals.

If companies don't keep up, they might miss who we've become.

It's a two-way street, though.

The employee is a big part of creating a memorable experience.

They're trained to get you, to make things special. It's a partnership, where both sides contribute to this awesome interaction.

And guess what? This isn't confined to a store or a website, it's everywhere."Pay attention to people." It's not just about customers, it's about employees too.

The magic lies in creating experiences that stick. The ones that lead to sales, loyalty, and people raving about it to their friends.

In the end, it's all about feelings.

Words and actions might slip away, but how you made someone feel? That's the heart of it all.

It's beyond just buying things, it's about making people feel extraordinary. That, my friend, is what they're calling the human experience.

Can you tell us about your most memorable customer experience?? Share your thoughts and tag us on social media

Unpopular Opinion

Customers don't want to be limited to a single channel

Customers are like explorers in a digital jungle. They don't want to be stuck on a single path, they want to jump between channels effortlessly.

Think about it – your customers are like those cool multitaskers who can chat on social media, shoot you an email, or ring you up on the phone without missing a beat.

But hold up, don't ditch the old-school stuff either.

People still dig direct mail, local events, and trade shows. So, while the online game is strong, don't turn a blind eye to the traditional moves. You might miss out on grabbing the attention of potential customers.

Now, if you're eyeing that omnichannel crown, it's like preparing for a quest.

First things first – map out the customer journey.

Think of it like a treasure hunt – from the first click to the after-party of a sale.

And oh, make sure your platforms are like super responsive and ready to flex on different devices.

Don't leave your customers hanging after the deal is sealed.

You know, the post-sale vibe?

Be there for them, whether it's through nifty chatbots or the human touch.

Decide when to pop the "live help" question during their journey. Let your customers swing, jump, and dive through their journey hassle-free.

Because when you nail the omnichannel game, you're not just winning customers, you're throwing a party they'll rave about.

Expert Interview:

When Digital becomes Human' by Steven Van Belleghem

Steven Van Belleghem, a top-notch customer experience guru, emphasizes the urgent need for a radical shift in how companies approach customer relationships.

In a world dominated by self-service, big data, and online-offline integration, not adapting to the digital transformation jeopardizes a company's future.

While digital evolution is crucial, Steven stresses that it's not sufficient. The real game-changer lies in a human-level transformation of customer relationships.

This involves striking a balance between technology and human interaction, understanding the significance of the human touch, and leveraging the power of connecting people for maximum advantage.

Food For Thought:

5 reasons why Human Experiences always come out on top

In the era of constant connectivity, are we truly building meaningful connections or merely scrolling through screens?

1. Real-life beats virtual. Tech helps, but nothing replaces face-to-face.

2. Tech misses the small stuff like body language. Humans get it.

3. Tech assists, but the best ideas? That's all us.

4. Human advice beats cold algorithms. We like it personal.

5. Tech struggles with emotions. We decide based on our varied experiences.

Tech is a tool, but good old human connections?

They're irreplaceable.

Closing Thoughts: 

In the big race to make customers super happy, companies are going all-in on digital stuff.

You've got chatbots, automated emails, and all sorts of techy things.

But where is the human touch?

Yep, even in our super-digital world, where everything's automated, having a real person step in at the right moment is like adding a sprinkle of magic.

Think about it—when you're doing something important or having a tricky problem, you don't just want a computer talking to you, right?

You want a real person. That's where the human touch comes in. It's like having a friendly guide in the digital world.

So, the trick is to know when to switch from the computer stuff to talking to a real human.

That makes a huge difference.

Companies that get this right, that mix tech with a real human connection, end up with super happy customers who stick around.

It's not just about sending an email with your name, it's about understanding what each customer really needs and giving it to them at the perfect time.

That's what keeps them coming back and telling their friends how awesome you are.

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That's it for this week's edition.

We'll be back in your inbox next week with more curated content on the future of work.

Best regards,

Hira Saeed

CEO Koi.wo