CX Summit: 4 Things Every CX Leader is Talking About

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Crystal Romero

Content Marketing Manager
October 10, 2018

From Jaspar Weir’s epic Oprah moment to our engaging speaker discussions, lively networking reception, and CX predictions psychic, TaskUs’ CX Summit San Francisco on October 4th was one for the books!

Couldn’t make it?  Sorry we missed you! But don’t worry, we’re here to share 4 things that every CX leader was talking about so you can be the know-it-all on your team.

If you’re unfamiliar with our event, CX Summit is an exclusive event that brings together founders, C- and VP-level executives from the world’s most innovative and disruptive brands. We share our remarkable successes and epic failures, debate the future of customer experience, and explore the changing CX landscape. It has also been best described as “group therapy” for CX professionals.

Our ridiculously good lineup of upper echelon speakers and networking sessions are where the future landscape of customer experience is curated and debated. Every CX leader walks away with ideas and technology that they can implement with their team come Monday morning. Amongst the speaking sessions, polls, and hallway chats, here are the 4 things that every CX leader was talking about.

 

Don’t Wait, Automate!

Although some customer service departments have been hesitant and skeptical about automated processes and tools, it is without a doubt becoming a CX necessity. In a recent TaskUs CX predictions poll, over 40% of respondents believed that 30-40% of the workforce will be replaced by automation in the CX space in the next 5 years. However, this is not to say that automation or robots are taking our jobs; automation is actually enabling customer service teams to focus on more high-quality customer interactions and, ultimately, providing more engaging and problem-solving tasks. Learn more about the power and success of automation by checking out this success story. 

 

Know Thy Customer and You Shall Know All Things

Traditionally, most companies have used voice of the customer (VoC) programs to gather customer feedback on the pre-sales, purchase, and post-sales experiences to make it more efficient and flawless. This information is critical in evaluating CX, but many don’t realize that there is another angle that will out-optimize normal tactics: intersectionality of roles. Many companies at the CX Summit talked about the unmatchable insights they gained from using their own products or services and switching places with their customer. To elevate their perspective, many leaders also performed the work of their customer support teams for a complete picture of the customer’s experience. Give it try, we guarantee you will learn something you didn’t know about your customers and internal support team.

 

Pick up the Remote: Future of the Workforce

This topic has come up at least once in a conference room near you: remote employees. In our recent poll, almost 40% of respondents believed that work-from-home models will grow the most in the next 5 years compared to onshore customer support. From companies like Apple to Amazon, Glassdoor and NASA’s Jet Propulsion Laboratory, these big players are already experimenting and utilizing remote workers. Furthermore, there is some evidence that suggests that remote workers are happier and more productive than in-house workers. Consider how this might work for your organization and get ahead of the curve.

 

Customer Service is a Culture, Not a Department

One overarching theme that seemed to run like a river throughout all of our speaker presentations and casual conversations was that customer fanaticism starts with company culture, not a department. It has been said that there is a “connective tissue between customers and employees” as both need to feel a true connection to your brand. Anything and everything your company builds should be anchored in CX as a means to bring a differentiation to your product and services. Developing a customer-centric culture can be done by experimenting with the intersectionality of roles, celebrating the wins of your employees, and centering all of your internal company decisions on how it will impact your customers.

It’s safe to say that we left our CX heart in the Bay, but we are already looking forward to CX Summit in New York in 2019!

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