Customer experience reimagined

This week, I delved deeper into purely customer experience and how it's really crucial to ultimately drive business growth.

Joy is something that is important to the customer. The better the quality of the service, the better the customer experience is. It all comes down to making the customer’s journey positive and one that gives the customer joy. But, there are other factors that also play a secondary role in improving customer experience. This includes convenience and relationship, which come with having a quality service.

In the technical aspect, I also learned a few new statistical vocabulary. For example, CMB (Common Method Bias) is where both independent and dependent data is collected from one source. Another term was the global goodness-of-fit test which determines if the data is accurate or skewed. One more interesting term was composite reliability which determines how well an experiment can measure the data one wants.

The most exciting part was navigating on LinkedIn to see professionals working in AI and CX. In addition, I was able to connect with my music teacher in person, who I know personally and is an expert in the field of digital marketing and data science.

I am excited to explore AI and CX through online case studies and further my understanding of AI is improving CX and driving business growth.