All Things Experience: Edition 25

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

We’ve officially been bringing you the latest in experience for a year. No matter if you’ve been tuning in for the past year, or if this is your first time reading All Things Experience, thank you!?

This week we’re bringing you exclusive insights from Lee Becker on the state of CX in the public sector, how to leverage AI for better customer experience, and notes on enjoying the customer journey just as much as the destination.?

Now let’s get into it.

Medallia Exclusive | Lee Becker’s Exclusive Insights into Customer Experience in the Public Sector

Recently, we caught up with Lee Becker , SVP, Executive Advisor, Public Sector and Healthcare, who shared his observations on the state of customer experience in the public sector with us. Here’s what Becker is seeing and where he thinks CX in the public sector is headed:

• The government is working hard to transition from a reactionary to a responsive, customer-centric mindset to make government services easy and effective.
• Government agencies are embracing digitalization while recognizing the importance of an omnichannel approach and employing iterative methods to enhance accessibility of services to the public.
• Government agencies want to utilize data analytics to better understand the entire customer and employee journey. If they can, these analytics should empower every level of the organization with customer and employee insights to improve overall service delivery.
• Recognizing the interconnection between EX and CX within agencies is crucial, as addressing gaps and needs of employees alongside customer needs in real-time amplifies agency effectiveness.
• Navigating the challenge of modernizing legacy systems while ensuring uninterrupted service can be facilitated by adopting intelligent callback solutions like the IRS's.

The ability to comprehensively understand organizational experiences across programs, services, and channels is essential for agencies to transition from reactive to a more responsive, proactive, and anticipatory state.

Watch Now | Defining Trust in Generative AI with CPO Simonetta Turek

Simonetta Turek , Medallia CPO, took the stage at Experience ‘24 to discuss trust in generative AI and how Medallia is thoughtfully navigating new AI releases.?

Watch her keynote on the main stage to hear what Turek has to say about the responsible use of AI and how Medallia AI products reflect our core values.?

Worth the Read | How To Leverage AI For A Better Customer Experience

AI is here to stay, and it’s shaking up the world of experience. Hasan Saleem dives into the ways that AI is influencing customer experience:

• Personalization with AI—beyond algorithms: Personalization is no longer just a preference, it’s an expectation that AI can help organizations deliver on
• Efficiency and customer satisfaction: AI creates a sweet spot where technology meets empathy, allowing for a new dimension of customer experience to grow
• Ethical consideration in AI-driven customer interactions: AI raises several ethical considerations that organizations need to take seriously.?

For a deeper dive into all the ways that AI is shaking things up in the CX space, check out Saleem’s article in Fast Company .?

Worth the Read | The Customer Experience That Attracts, Retains And Grows Customer Relationships

“Personalization isn’t about being seen as a consumer, but as a person,” ?Shep Hyken asserts in his thoughtful Forbes article, featuring Medallia CEO Joe Tyrrell , on the future of generative AI and its potential impact on customer experience.

When customers feel seen, heard, and understood — across every interaction — they are far more likely to want to do business with that brand again. Head over to Hyken’s piece to learn more about the type of customer experience that grows customer relationships.?

Quick Hits | Notable News & Notes

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

• “We’ve reached a point where people prefer incarceration over trying to get the phone company to answer the phone.” Tim Maleeny answers the question of why is CX getting worse and tells you how to ensure that your CX is only getting better.?
• Medallia’s Olivia Watson is keeping us all in the loop with what digital customer experience trends to watch in 2024.?
• Umesh Panchal ???? explains the shift from customer journey to customer experience: “the customer journey is just as important as the destination.”
• If you’ve been wondering how to build a better employee experience, look no further than this guide by Cara Brennan Allamano .?

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

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