CX4ROCKS, LLC

Monday Media: E48 - THANK YOU ALL! Today's a little different for my post. Looking back over the first year of my company, I want to thank everyone for your support, your guidance and most importantly your business! The customer experience community is truly exceptional. Speaking of communities, join the new one coming in 2025 at www.cxontherocks.com.

Friday FaCX: E47 - Human? Businesses are rushing to implement chatbots and other automated communication tools with their customers to save money, but customers continue to say that they want to talk to a person. Be careful not to lose sight of the demand for human connection.

?? Attention CX & Business Leaders: Are You Ready to Evolve? ?? The CX landscape is transforming at lightning speed. Traditional approaches are giving way to data-driven strategies, AI-powered solutions, and cross-functional collaboration. But where does that leave YOU? Welcome to CX on the ROCKS—a groundbreaking community for CX professionals, data analysts, IT leaders, and customer success champions who are ready to lead the future of customer experience. We are gathering interest now and will be launching in early 2025! ?? What’s in it for you? ? Exclusive access to monthly live sessions with top CX experts. ? Tools and training to master data analytics, AI, and proactive CX strategies. ? Networking with like-minded professionals across industries. ? Tailored one-on-one coaching to tackle your toughest CX challenges. Don’t let CX’s evolution leave you behind—become a proactive influencer in your organization. ?? ?? Join now and take the first step toward redefining the future of customer experience: www.cxontherocks.com #CXLeadership #CustomerExperience #CXtransformation #DataDrivenCX #CXontheROCKS

Wednesday Wisdom: E47 - Marketing Procurement Impact to CX Yesterday, I explored how AI and transformation are reshaping marketing, customer experience and business as we know it. I delivered this message at ProcureCon in LA, so it had a special focus on the critical but often overlooked role of procurement. Beyond traditional strategies, we examined how procurement teams can elevate customer experience by ensuring seamless delivery of goods, services, and brand promises. The session also emphasized the accelerating pace of change in business. Key Findings: 1. Customer experience is the cornerstone of brand loyalty, with recent interactions influencing trust and retention more than ever before. This includes marketing-driven experiences that often take external partners to deliver. 2. Integrated AI-driven platforms, coupled with seamless collaboration between marketing, procurement and all business units, are essential to delivering personalized, consistent customer journeys. Quotes: “Brand loyalty, today more than ever, is driven by the customer’s most recent experience—including procurement’s role in delivering on that promise.” “Change is inevitable. Embrace it with agility and purpose to thrive.” Takeaways: 1. Positive customer interactions are key to building trust and loyalty. Procurement directly impacts customer satisfaction by ensuring flawless execution of promises delivered by the right partners. 2. Investing in AI and integrated technology platforms enables predictive analytics, enhancing both marketing strategies and procurement efficiency to create personalized experiences. 3. Rapid change requires businesses to stay agile, focusing on core values and innovation rather than being locked into rigid systems or outdated strategies. From marketing to procurement, every touchpoint matters in the customer journey. Thank you Worldwide Business Research and ProcureCon for allowing me to share with your incredible audience! #MarketingTransformation #ProcurementExperience #AIImpact #CustomerLoyalty

Monday Media: E47 - CX on the ROCKS Panel #3 Check out the third panel on the State of CX in 2024. I was joined by Roberta O'Keith, Dr. Hui Curtis and Stacy Sherman as we dug deep into the current state of customer experience and talked about its evolution and the impact to those of us working in that industry. Check out the full recoding at: https://lnkd.in/g3F_BN7p Then, visit the website and sign up to get on the mailing list for the 2025 launch of the community. #cxstrategy #cxtransformation #customerexperience

Friday FaCX: E46 - Social Silence Customers use social media to complain about companies all the time, but most companies respond with silence. Social media is a legitimate channel in the eyes of customers...you paying attention? You better be! One more rock in the journey/

Kicking off the 11th annual Digital Customer Experience Summit in Toronto! Thank you Customer Experience Canada for inviting me to host and MC the event, as well as let me share my keynotes on “Power and Promise of AI” and “CX on the Rocks”. Already had great sessions with Jason Ten-Pow and Nancy Wang. Coming up Peter Armaly. Also had a panel with Kimberly J. Clark, Sari Deckelbaum and Roxanne Tsui. #digitalcx #dcxsummit #cxcanada

Wednesday Wisdom: E46 - The Power and Promise of AI Artificial intelligence (AI) is transforming businesses, but its success depends on one critical factor: data. From summarizing complex documents to creating brand visuals, automating processes, enhancing customer service, personalizing engagement, and delivering predictive insights, AI offers incredible potential across industries. Full article: https://lnkd.in/gBiWga3J So, what does AI stand for? - Assisted Interpretation - Advanced Imaging - Agent Intelligence - Automation Integration - Adaptive Interactions - Actionable Insights - All Instances above and more.... However, these benefits come with risks, like inaccuracies and over-automation, which can only be mitigated with clean, well-organized data. As I’ve seen firsthand, jumping into AI without a solid data foundation leads to limited results. By investing in data readiness first, businesses can harness AI’s full power, driving innovation, efficiency, and smarter decision-making in today’s competitive landscape. #cxstrategy #cxtransformation #artificialintelligence #4rocks

Getting ready for day 1 of Reuters Events Marketing & CX CUSTOMER 2024 where I’ll be chairing the Service and Experience program. A bit later today I’ll be sitting down with Brian Tilzer from Best Buy. Our session will cover utilizing AI to help create a more personal and human shopping experience. #recustomer2024

Monday Media: E46 - State of CX in 2024 - Panel #2 Listen in to the discussion with top CX thought leaders about the current state of CX and where we are headed. We are seeing major shifts in strategy, function and capabilities in customer experience, driven by tech, AI and data science. How are you keeping up? Listen to the full episode here: https://lnkd.in/gqaGytbT I was joined by Matt Egol, Marc Mandel, Suzi Earhart, and Deanna Hunley. If you like this conversation, join us at www.CXontheROCKS.com for our upcoming community where we'll be having these conversations monthly with top experts. #cxontherocks #4rocks #cxstrategy #cxtranformation