Dom Nicastro on LinkedIn: CX Decoded Podcast Episode 10: The New Digital Frontiers of Customer… (2024)

New process for customer phone calls at CVS Pharmacy in my area (all areas?):Customers must leave a voicemail. CVS calls back later. It took them 26 minutes to call me back tonight. And they did have an answer. Hmm.This doesn't sound like an improvement for customer experience. Sounds like a process made for internal efficiency without any customer consideration.I asked the rep who called, and from an internal standpoint, it's good and bad for his processes, he told me.What do my CX thought leaders think?

THEY interviewed ME.#bizarroworldhttps://lnkd.in/eE2_6PnzThanks, Jmac PR

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Oh no.Do we have a CX problem in the US — in Houston and everywhere else?Forrester says yes.https://lnkd.in/er7ThXmm

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Love days like this when the content just kinda comes together with great thought variety. We like to think that happens every day at CMSWire.Some days, though:Sources interviewed from these brands: Microsoft CX4ROCKS, LLCRecorded FutureFoote Partners LLCYellow.aiLivePersonType of content delivered:Podcast: With Sean 🎤 Albertson and Raj Krishnan on the new digital frontier of customer service: https://lnkd.in/eknVajUyVideo: Interview by Michelle Hawley with the ever-controversial — and engaging and insightful — Tom Wentworth on unorthodox marketing strategies. https://lnkd.in/er5nCX74Article: The B2B ecommerce opportunity with Contributor Bérengère Roux https://lnkd.in/ewUrWYDiArticle: What contact center/customer service certifications matter to you, by Scott Clark https://lnkd.in/e4qUqZAi#cmswirecontributors

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Happy Father's Day, Professional World.

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CMSWire Contributor Chad S. White with another insightful piece on email marketing, the bread-and-butter — still —for many orgs. What digital channel has more reach, more targeting power than email? Seriously.As an aside, though, these passages by Chad today forced me to step back and think about generative AI: "Based on the rise in factual inaccuracies I’ve been seeing in recent months, I think generative AI may be making this problem worse. That’s because LLMs are trained on this outdated information and it appears some folks are using generative AI to provide background for their articles.Rather than share all of the inaccurate and confusing statements I’ve seen lately (and potentially reinforce that bad information in future training for generative AI models), I’ll focus on the truth of how email marketing works."Such a good point. We need more content out there like this.It's astounding to me that one of the most transformative technologies of the past two centuries has an information-gathering model of "I take stuff off the Internet and regurgitate it."I don't have the fix. What data source is better than the Internet? And at least we're consistent. Generative AI is RIGHT in line with how we share information today. Posting headlines that illustrate our points in social media arguments without verifying the information. Sharing Google results that back our contentions without a single care WHO posted the content or the actual original data source.Generative AI does the same. "Hang on, lemme scour the internet, with zero veracity measures, and share what I find in compelling, perfectly-written bullet points. Be back in 2.3 seconds." And we accept it. We post it. And feed that vicious cycle of poor information.If there was ever a time to ensure what we say and post at least starts from a foundation of truth, it's now. We can at least set up future generations for a slightly better information-gathering future — and maybe they'll make a few better decisions.Maybe. https://lnkd.in/eNWz8uFy#cmswirecontributors

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Who are these people? I'm not telling you — until I write about them on CMSWire soon.They are contact center, workforce management and IT leaders in their orgs who have a story to tell. And they just happened to be passing me in the hallways at NICE Interactions or joined me at a breakfast or lunch at the Vegas conference. When that happens, chances are they're going on record 😉 They talked about:Contact center agent experienceContact center passionAI infusionsAnd everything at the intersection of employee and customer experience.Looking forward to telling their tales. As fun and enlightening as the fancy keynotes are, getting the story on the ground floor remains my absolute favorite part of these conferences.#NICEi24

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