CX Circle | The Newsletter | May '24

It’s my favourite time of the year, which can only mean one thing: CX Circle London is coming.?

We’ve been on countless calls story-building and rehearsing with some bloody incredible speakers from ASOS, Zoe, TUI, HSBC (and many more). They’ll be taking the stage to share their cheat codes for leveling up your digital experiences. You can see the full speaker list for June 13th in all its glory here.?

So to gear you up, this month’s newsletter is jam-packed with the best snippets from previous CX Circle events, from top experimentation tips to advice from women in leadership.

Get. Stuck. In.

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The Inner Circle.??

• Experimentation = growth: According to Kameleoon’s Experimentation and Growth Survey experimentation drives growth. They found that organizations that invest in web experimentation are 350% more likely to grow. Dig into this year’s CX Circle magazine (hot off the press??) to hear how experts from Direct Line Group, Hush and Accor are using testing to power their digital experiences and the value it’s bringing their businesses.
• Snap decisions: You rarely get a second chance to make a first impression these days… 64% of audiences decide in mere seconds if your site has the info they need. So, whether it's an answer, solution or information, you have to deliver it fast to keep visitors on your site. Alexandra London, Head of Digital at Zoom calls this the “first-click experience”, meaning the minute someone lands on a site, they should get what they need in no more than one click. Watch her talk on demand here to find out how Zoom is creating experiences that its customers love, and hear from other experts at American Express and Norwegian Cruise Line.
• Women in leadership: Shockingly, women only make up 23% of high-potential pools at top-performing organizations on average and 14% in underperforming organizations. But why are these numbers so low? In an episode of Marketing in the Madness, Director of Digital Marketing at HSBC, Caroline Harrison shared her thoughts: “As females, we often underestimate what we’re capable of and don’t put ourselves forward for a job unless we think we can nail all of it. But that doesn’t make sense.” She believes women should only be taking on roles with growth opportunities (hear, hear!). I couldn’t be more excited to have Caroline join our Women in Leadership panel to share her journey and practical tips for career development. Register here to watch the session live.

Top tips and tricks?

20 examples of great customer experiences

The 8 best customer segmentation tools?

Why UX is key to your business

Life optimisation??

• Struggling to get s*** done? Use the eat the frog productivity method, which suggests starting your day with the most challenging or important task first.?
• If you’re anything like me and can’t work in total silence, but also get really distracted by lyrics, check out this lyric-free playlist. It’s my go-to for getting my head down.
• For those of you who love a walk/hike/cycle, if you don’t already have AllTrails installed on your phone, you’re missing out.

The CXeprts said it

Mark Williams, Head of eCommerce at Virgin Experience Days, shares how the company is creating unified omnichannel customer experiences while supporting future front-end innovations.

“If in the future we want our customers to be able to say ‘Alexa, I'm looking to go on a camping trip with my wife, where we can have an open fire’, we need to start layering more information into the back-end, while making it as human as possible. Businesses that get ahead of it now will gain an advantage in the space in the future.”

Watch his talk about the future of CX here.

That’s all lovely people. Until next time ??.

Sahana Fearne

Sr. Director Marketing?

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