Improving Customer Experience | CX_Buzz of the Week (9th February, 2016)

Improving Customer Experience | CX_Buzz of the Week (9th February, 2016)

We are all about science and maths in this week’s CX Buzz. Can one really predict emotions using technology [], and can a mathematical formula or algorithm really be used for improving the customer experience []? But fear not, if science and technology is way out of your comfort or interest zone, we also feature two great infographics, one from Bain & Company [] and one from Temkin Group [], giving you great visual insights for improving customer experience. Enjoy!

[Infographic by Bain & Company via for full infographic see link below]

Infographic: Five Questions That Customer Experience Leaders Always Ask []
Based on the Five Disciplines of Customer Experience Leaders by Bain Brief [] this really cool, albeit short, infographic takes a close look at what it takes to be a customer experience leader, and the five questions such a leader should routinely ask.

From $20 to $500 Million: A Customer Experience Turnaround Success []
Lately we have been inundated with predictions for 2016 and analyst statistics, so it is nice to read this showcase by Tema Frank of how Sue Miller turned Softsel around from a $20 to $500 million Customer Experience success. When Miller walked into her new job as President of computer products vendor, Softsel, she knew it had problems. While its’ US parent company was successful, the subsidiary she would be leading had not yet turned a profit in its 5 year history. It had a puny market share and a reputation as “box movers” versus the high-end competitors who were knows as product pros. Sales stood at about $20 million. By the time she was done with it, sales were up to $500 million and the company ranked #1 in the industry vendor listings. There are great lessons to be learned from mistakes others have made and fixed, starting here.

The customer experience algorithm []
Davide Gee says that there is logic in looking at improving the customer experience as a pure maths problem. He ponders how, in business, the idea of using an algorithm to manage what is considered to be a ‘touchy feel’ topic may be ridiculed, but he thinks that there is logic in looking at this as a pure maths problem. Read on to see how he tackles this conundrum.

Infographic: 15 Customer Experience Factoids From 2015 []

We just can't resist anything published by the Temkin Group, why? Because they a really really good a breaking down important information into bite-sized chunks of easy to understand and use insights. The best thing is that you can download their infographics in Poster form and put them up for everyone to use. This infographic gives you a cool visualisation of the top 15 CX insights, or factoids as they call them, for 2015. Having them in front of you may help you focus your efforts for the coming year.

Customer experience: emotions, emotions and a word on the brain []
J-P De Clerck explores how advances in big data, semantic understanding, sentiment analysis, neurobiology, genome research, artificial intelligence, and even neuromarketing are shaping the way we think about customers and customer experience. Yet, he questions whether we have forgotten about the human element of emotion and wonders if all this science and technology can ever really predict the human mind. We'd like to think that technology plays a very important role, and that it can really help you identify the triggers that may make a customer react a specific way. What do you think?


We hope you enjoyed this week’s CMO Perspectives, be sure to respond in the comments or tweet us @NICE_CX or follow us on LinkedIn