All Things Experience: Edition 19

Welcome back to All Things Experience, the bi-weekly newsletter that keeps you updated on the most recent happenings in the world of experience.?

This week we have an exciting announcement to share with you regarding the Experience ‘24 conference. We also cover how generative AI will improve disability accessibility on the web, how AI will unlock unparalleled personalization of CX and EX, and how to improve contact center agent retention.?

Now let’s get into it.

Announcement | Experience ‘24 Keynote Speakers Revealed

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We’re thrilled to announce actor, writer, producer, and entrepreneur Mindy Kaling and three-time Super Bowl champion Steve Young to the Experience ‘24 keynote stage!

You also don’t want to miss this exhilarating lineup of industry experts speaking at Experience ’24:

• Fred Reichheld , visionary and creator of the Net Promoter System?
• Josh Bersin , Global Industry Analyst and CEO of The Josh Bersin Company

Plus, we’re excited to share just a few of the exceptional brands who will be sharing their inspirational stories of success: CVS Health , Prudential Financial , Adobe , and BSH Home Appliances Group .

Register now and stay tuned for more details!?

Worth the Read | 5 CX Trends Businesses Should Know About

Jacob Wolinsky for CMSWire explains that customers expect a lot from brands — specifically, they want immediate solutions to their problems and hyper-personalized experiences. He takes a look at 5 current CX trends to stay on top of:?

1. Mapping an omnichannel customer journey
2. Build a more robust customer data analysis
3. Provide more hyper-personalized experiences
4. Adoption of artificially intelligent tools
5. Voice-enabled customer service

An effective CX program requires brands to be agile, to minimize silos, and to understand how consumer behaviors change. For a more in-depth look into these CX trends, check out Wolinsky’s article.?

Worth the Read | How AI Will Unlock Unparalleled Personalization of the Customer and Employee Experience

The next phase of innovation requires driving personalized experiences at scale. At Medallia, our focus is on generative AI and predictive analytics to provide faster insights.

Michael Mallett discusses the automation of mundane tasks with intelligent AI tools, which aim to enhance efficiency and customer satisfaction. Our goal at Medallia is to personalize every interaction, leveraging data from various sources and maintaining a commitment to responsible AI development. We aim to streamline and personalize customer experiences, combining decades of experience and scalable solutions.

Mallet’s article “How AI Will Unlock Unparalleled Personalization of the Customer and Employee Experience” can be found on the Medallia blog. Check it out to learn more about how AI is being used and where Mallet sees AI headed in the future.?

Worth the Read | Why Your Company Needs a Comprehensive Employee and Customer Experience Plan

Employee experience informs customer experience. Author Kent Lewis feels that this concept is lost on many business leaders. While many business leaders fail to bridge this gap, the data continues to show that happy, engaged employees have a positive impact on revenue and profitability for companies.?

Lewis argues that companies looking to improve their CX and EX should have a C-suite level position that owns the EX/CX relationship — an EX/CX Evangelist. Short of adding a member to your executive team, here are six other steps that Lewis describes that you can take in order to create a great EX and CX plan:

1. Focus on a first-class mindset
2. Acknowledge and empower
3. Outline exceptional customer experience
4. Identify ideal customers
5. Recognize exceptional outcomes
6. Get creative to create exceptional customer experiences

For more information, head over to Lewis’ article in Inc. Magazine ?

Quick Hits | Notable News & Notes

Before you go, here are a few more things you might find interesting:

• Curious about the real potential of AI in business growth, customer satisfaction, and strategic decision-making? There’s still time to register for our interactive discussion with Babak Hodjat , the brilliant mind behind Apple's Siri and the current CTO-AI at Cognizant Technologies.?
• Many people with disabilities still struggle to access the web. Generative AI is helping to change that. Check out Kolawole Samuel Adebayo (KSA) ’s article on Built In to learn more.?
• Earlier this month, over 200 Medallians celebrated Global Week of Giving by getting involved with nearly 30 nonprofits. Check out our blog post to learn more or head over to EXP Now to see our Medallians in action.?
• Humans are still the heartbeat of any contact center, but how do you improve contact center agent retention? Brian Tuite explains his best strategies for boosting agent retention.

Thanks for reading, and we’ll see you in a couple of weeks!

- Madeline Buyers , Content Marketing & Social Media Senior Specialist at Medallia