{"id":30780,"date":"2023-01-07T04:38:46","date_gmt":"2023-01-07T09:38:46","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=28581"},"modified":"2023-03-07T18:38:28","modified_gmt":"2023-03-07T23:38:28","slug":"an-authoritative-view-three-pioneers-of-cx-predict-big-changes-in-2023","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/an-authoritative-view-three-pioneers-of-cx-predict-big-changes-in-2023\/","title":{"rendered":"An Authoritative view: Three Pioneers of CX predict big changes in 2023"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" style=\"border:none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/25530879\/height\/100\/width\/\/thumbnail\/yes\/render-playlist\/no\/theme\/custom\/tdest_id\/606730\/custom-color\/f7a011\" height=\"100\" width=\"100%\" scrolling=\"no\" 0=\"allowfullscreen\" 1=\"webkitallowfullscreen\" 2=\"mozallowfullscreen\" 3=\"oallowfullscreen\" 4=\"msallowfullscreen\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p>Every so often, I get a chance to chit-chat with colleagues of mine about the future of <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">customer experience<\/a>. This time, my colleagues were pioneers in customer experience, <a href=\"https:\/\/www.linkedin.com\/in\/locarbone\/\" rel=\"nofollow noopener\" target=\"_blank\">Lou Carbone<\/a> (<a href=\"http:\/\/www.experienceengineering.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Experience Engineering.com)<\/a> author of <em>Clued In<\/em>, and <a href=\"http:\/\/linkedin.com\/in\/joepine\" rel=\"nofollow noopener\" target=\"_blank\">Joe Pine<\/a> <a href=\"https:\/\/strategichorizons.com\/\" rel=\"nofollow noopener\" target=\"_blank\">(StratgicHorizons.com)<\/a>, author of <em>The Experience Economy<\/em>. We discussed what we see changing in CX.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>We all think we are at a turning point in the movement. There are a lot of things that the recent pandemic has broken. However, organizations haven&#8217;t fixed all of them. Add in the inflation rates that are crippling the economy and affecting customer behavior, and you have a good idea of the state of things these days.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>However, my colleagues and I agree there are also exciting things on the horizon. Customer experience enjoyed its first academic nod. We also see CEOs taking a new interest in creative thinking and open-mindedness. Customer science looms on the horizon.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>In this episode, we explore the potential for the new year in the customer experience movement and combine the powers of decades of experience to guess what will happen in 2023. We see significant changes coming and share what we see and what you should do about it.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Key Ideas to Improve your Customer Experience<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>The state of affairs today in customer strategy is dire. The American Customer Satisfaction Index is at its lowest level in 17 years. From 2010 to 2019, two-thirds of organizations still needed to improve customer satisfaction. Forrester predicted that one out of every five people in Customer Experience would lose their job in the next twelve months.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>Here are some other critical moments in the discussion:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>02:53<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Carbone discusses how too much business thinking is still stuck in the industrial age and how we should change that.<\/li>\n<li><strong>08:31 <span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Pine describes how experiences are about people&#8217;s time, not wasting it but making it well-spent.<\/li>\n<li><strong>12:51<\/strong> Colin threatens to sing Abba&#8217;s &#8220;Knowing me Knowing You.&#8221;<\/li>\n<li><strong>20:00<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Carbone announces a milestone for customer experience management, getting a nod from academia.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li><strong>27:36<\/strong> Pine shares ideas about developing new measurements for success in CX beyond the traditional that might track customer sentiment more than today&#8217;s measures.<\/li>\n<li><strong>36:11<\/strong> We share our predictions for the new year and what organizations should focus on.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong><em>Did you know we have a YouTube Channel too?<\/em><\/strong> <a href=\"https:\/\/bit.ly\/3Nn9KBQ\" rel=\"nofollow noopener\" target=\"_blank\"><strong><em>Check it out here<\/em><\/strong><\/a><strong><em>.<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Customer Experience Information &#038; Resources<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><em>LinkedIn recognizes&nbsp;<\/em><a href=\"https:\/\/bit.ly\/3lfmiMy\" rel=\"nofollow noopener\" target=\"_blank\">Colin Shaw&nbsp;<\/a><em>as one of the &#8216;World&#8217;s Top 150 Business Influencers.&#8217; As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of&nbsp;<\/em><a href=\"http:\/\/bit.ly\/2qCyo5s\" rel=\"nofollow noopener\" target=\"_blank\"><em>Beyond Philosophy LLC<\/em><\/a><em>, which helps organizations unlock growth by discovering customers&#8217; hidden, unmet needs that drive value ($).&nbsp;<\/em>The Financial Times<em>&nbsp;selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on<\/em><a href=\"https:\/\/bit.ly\/3PnSsnY\" rel=\"nofollow noopener\" target=\"_blank\"><em>&nbsp;LinkedIn<\/em><\/a><em>&nbsp;and<\/em><a href=\"https:\/\/bit.ly\/3eSvft7\" rel=\"nofollow noopener\" target=\"_blank\"><em>&nbsp;Twitter.<\/em><\/a><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/bit.ly\/3khNOrw\" rel=\"nofollow noopener\" target=\"_blank\"><em>Click here<\/em><\/a><em>&nbsp;to learn more about Professor Ryan Hamilton of Emory University.&nbsp;<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Why Customers Buy:<\/em><\/strong><em>&nbsp;As an official &#8220;Influencer&#8221; on LinkedIn, Colin writes a regular newsletter on all things Customer Experience.&nbsp;<\/em><a href=\"https:\/\/bit.ly\/3paYbkD\" rel=\"nofollow noopener\" target=\"_blank\"><em>Click here<\/em><\/a><em>&nbsp;to join the other 70,000 subscribers.&nbsp;<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>How can we help?<\/em><\/strong><\/p>\n<p><a href=\"https:\/\/bit.ly\/2JUAey1\" rel=\"nofollow noopener\" target=\"_blank\"><em>Click here<\/em><\/a><em>&nbsp;to learn more about Beyond Philosophy&#8217;s Suite of Services.<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Please tell us how we are doing!<\/em><\/strong> <a href=\"https:\/\/bit.ly\/3P6z0MI\" rel=\"nofollow noopener\" target=\"_blank\"><strong>Complete this short survey.<\/strong><\/a><\/p>\n<p><a href=\"http:\/\/intuitivecustomer.libsyn.com\/an-authoritative-view-three-pioneers-of-cx-predict-big-changes-in-2023?tdest_id=606730\" rel=\"nofollow noopener\" target=\"_blank\"><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone (Experience Engineering.com) author of Clued In, and Joe Pine (StratgicHorizons.com), author of The Experience Economy. We discussed what we see changing in CX.&nbsp; &nbsp; We [&hellip;]<\/p>\n","protected":false},"author":3143,"featured_media":24561,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-30780","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/30780","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/3143"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=30780"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/30780\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/24561"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=30780"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=30780"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=30780"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}