Top insider secrets from CX leaders

We recently held our latest GDS CX Innovation Summit in North America. Hosted by Rebecca Solomon , the summit brought together CX industry leaders from around the world to discuss the contact center frontline, how AI is your biggest transformation ally, and why crafting holistic experiences matter.

With over 100 CX leaders representing 74 leading brands, the summit served as a pivotal forum for exchanging insights and strategies aimed at shaping the future of customer engagement.

In this article, you’ll learn the top insider secrets from CX leaders shared during the summit.

1. Instead of talking about CX, start speaking the language of growth.

Todd Unger , Chief Experience Officer at the American Medical Association emphasized the need to communicate the value of CX initiatives in terms of driving growth:

“Stop talking about CX, because people don’t understand exactly what you mean. But there’s one thing that is universal in terms of the language that your CEO and everybody else out there understands. You should be talking about growth and the role you play in driving growth by reducing friction and making it easier to acquire and retain customers. I learned that lesson when I was a Chief Digital Officer… Speak the language that people understand, and that’s all about growth.”

2. Employee experiences affect customer experiences.

Victor Udoewa , Former Chief Experience Officer and Chief Technical Officer at NASA - National Aeronautics and Space Administration highlighted the symbiotic relationship between EX and CX:

“We know that an amazing employee experiences affect the customer experience. People get excited to come to work and want to provide a good experience, but I don’t hear many people talk about it. A great CX actually improves EX. Employees have greater pride knowing that the type of company that they work for that customers love them. In fact, it can even invite, excite and encourage people to apply to become employees in that space.”

3. Make AI your team player.

Alex Otanez , Chief Executive Officer at Shockoe , who led one of the roundtable discussions during the summit, shared his fascinating takeaways in an insightful article that you should definitely check out. This is what he said:

“Think of AI as the newest member of your customer service team. Train it like you would a new employee: give it detailed customer data, teach it your brand’s tone, and let it learn from interactions. The goal? AI doesn’t just automate tasks but personalizes the customer experience, making every interaction feel tailor-made.”

4. Embrace chatbot tech.

The true potential of customer experience automation lies in the successful and strategic implementation of AI-powered chatbots. As conversations evolve, automation's role becomes evident, empowering customers to seamlessly transition between automated interactions and personalized support from agents.

Heather Hughes , Director of Product Marketing at NICE emphasized the significance of leveraging AI to automate customer interactions while preserving the option for personalized support from agents:

“These interactions are happening now, and we can use the power of artificial intelligence to make the experience better now. Eliminate the friction now.”

5.?Humanize customer experiences.

Balancing AI integration in CX requires mindful implementation alongside the recognition of the importance of human touch. The discussions during the summit emphasized and reinforced the need for having a connection with brands. Whilst technology is key to driving these experiences, the human touch is still as prevalent as ever.

Trish Wethman , Chief Customer Officer at Best Egg shared:

“What we learned through going out and talking to our own customers… it really means less about talking to a human and more about feeling like a human."

So, what do we predict next for CX leaders?

Looking ahead, we anticipate several key trends shaping the future of CX leadership.

1. AI revolutionizing CX: The widespread adoption of AI technologies will revolutionize CX strategies, enabling organizations to deliver more dynamic and responsive customer interactions.
2. Growth-centric CX leadership: CX leaders will increasingly frame their initiatives in the language of growth, aligning efforts with the strategic priorities of their organizations.
3. Human-AI synergy: Organizations will prioritize integrating AI seamlessly into existing CX strategies, leveraging its capabilities to enhance customer interactions while preserving the human element.

[Report] Beyond the Summit: CX Innovation Edition

Immerse yourself in thought-provoking insights, exclusively curated from our latest CX Innovation Summit in North America.

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