[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/05\/13\/in-a-cx-minute\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/05\/13\/in-a-cx-minute\/","headline":"In a CX minute: Thoughts on customer experience, May 13, 2021","name":"In a CX minute: Thoughts on customer experience, May 13, 2021","description":"Customer experience trends for the week of May 13, 2021: The news, updates, and discussion on data you need to know in a CX minute.","datePublished":"2021-05-13","dateModified":"2021-08-27","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/esteban-kolsky\/#Person","name":"Esteban Kolsky","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/esteban-kolsky\/","identifier":441,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/f97ffc2a077cb1020b8429fbc93513eb25116664043740be712185cbc0e3eef5?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/f97ffc2a077cb1020b8429fbc93513eb25116664043740be712185cbc0e3eef5?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/03\/FCEE154_CXMiniute_HB_2-01.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/03\/FCEE154_CXMiniute_HB_2-01.jpg","height":376,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2021\/05\/13\/in-a-cx-minute\/","video":[{"@context":"http:\/\/schema.org\/","@type":"VideoObject","@id":"https:\/\/www.youtube.com\/watch?v=5IsSpAOD6K8#VideoObject","contentUrl":"https:\/\/www.youtube.com\/watch?v=5IsSpAOD6K8","name":"Talking Heads - Once in a Lifetime (Official Video)","description":"Watch the official music video for Talking Heads - \"Once in a Lifetime\" from the album 'Remain in Light' (1980)\nDirectors: Toni Basil and David Byrne\n\n\ud83d\udd14 Subscribe to the Talking Heads channel and ring the bell to stay updated with Talking Heads https:\/\/th.lnk.to\/SubscribeToTHID\n\n\ud83d\udcbf Shop official Talking Heads releases and merchandise https:\/\/th.lnk.to\/Store\n\n\ud83c\udfa7 Listen to Talking Heads https:\/\/th.lnk.to\/Listen\n\nStay In Touch with Talking Heads\u2026\n\nWebsite https:\/\/www.talkingheadsofficial.com\nFacebook https:\/\/www.facebook.com\/TalkingHeads\nInstagram https:\/\/www.instagram.com\/TalkingHeadsofficial\n\nLyrics:\n\nAnd you may find yourself living in a shotgun shack\nAnd you may find yourself in another part of the world\nAnd you may find yourself behind the wheel of a large automobile\nAnd you may find yourself in a beautiful house, with a beautiful wife\nAnd you may ask yourself, \"Well, how did I get here?\"\n\nLetting the days go by, let the water hold me down\nLetting the days go by, water flowing underground\nInto the blue again, after the money's gone\nOnce in a lifetime, water flowing underground\n\nAnd you may ask yourself, \"How do I work this?\"\nAnd you may ask yourself, \"Where is that large automobile?\"\nAnd you may tell yourself, \"This is not my beautiful house\"\nAnd you may tell yourself, \"This is not my beautiful wife\"\n\nLetting the days go by, let the water hold me down\nLetting the days go by, water flowing underground\nInto the blue again, after the money's gone\nOnce in a lifetime, water flowing underground\n\nSame as it ever was, same as it ever was\nSame as it ever was, same as it ever was\nSame as it ever was, same as it ever was\nSame as it ever was, same as it ever was\n\nWater dissolving and water removing\nThere is water at the bottom of the ocean\nUnder the water, carry the water\nRemove the water from the bottom of the ocean\nWater dissolving and water removing\n\nLetting the days go by, let the water hold me down\nLetting the days go by, water flowing underground\nInto the blue again, into the silent water\nUnder the rocks and stones, there is water underground\nLetting the days go by, let the water hold me down\nLetting the days go by, water flowing underground\nInto the blue again, after the money's gone\nOnce in a lifetime, water flowing underground\n\nYou may ask yourself, \"What is that beautiful house?\"\nYou may ask yourself, \"Where does that highway go to?\"\nAnd you may ask yourself, \"Am I right, am I wrong?\"\nAnd you may say to yourself, \"My God, what have I done?\"\n\nLetting the days go by, let the water hold me down\nLetting the days go by, water flowing underground\nInto the blue again, into the silent water\nUnder the rocks and stones, there is water underground\nLetting the days go by, let the water hold me down\nLetting the days go by, water flowing underground\nInto the blue again, after the money's gone\nOnce in a lifetime, water flowing underground\n\nSame as it ever was, same as it ever was\nSame as it ever was, look where my hand was\nTime isn't holding up, time isn't after us\nSame as it ever was, same as it ever was\nSame as it ever was, same as it ever was\nSame as it ever was, same as it ever was (I couldn't get no rest)\nSame as it ever was, hey let's all twist our thumbs\nHere comes the twister\nLetting the days go by (same as it ever was, same as it ever was)\nLetting the days go by (same as it ever was, same as it ever was)\nOnce in a lifetime, let the water hold me down\nLetting the days go by, water flowing underground\n\n*******************\n\nThe Official YouTube Channel of Talking Heads:\n\nTina Weymouth - Bass\nDavid Byrne - Lead Vocals, Guitar\nChris Frantz - Drums\nJerry Harrison - Keyboards, Guitar","thumbnailUrl":["https:\/\/i.ytimg.com\/vi\/5IsSpAOD6K8\/default.jpg","https:\/\/i.ytimg.com\/vi\/5IsSpAOD6K8\/mqdefault.jpg","https:\/\/i.ytimg.com\/vi\/5IsSpAOD6K8\/hqdefault.jpg"],"uploadDate":"2018-02-02T17:54:51+00:00","duration":"PT3M45S","embedUrl":"https:\/\/www.youtube.com\/embed\/5IsSpAOD6K8","publisher":{"@type":"Organization","@id":"https:\/\/www.youtube.com\/channel\/UCtdA-aw9mKFluSFoIT92wWw#Organization","url":"https:\/\/www.youtube.com\/channel\/UCtdA-aw9mKFluSFoIT92wWw","name":"Talking Heads","description":"The Talking Heads channel is the band\u2019s official YouTube home, featuring a catalog of official live performances, official remastered music videos, Talking Heads history, archival footage, and playlists.\n\nTalking Heads formed in New York City in 1975 and became one of the most influential bands of the post-punk and New Wave eras. 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From the polyrhythms of Remain in Light and the massive success of \"Burning Down the House\" to the iconic  concert film Stop Making Sense, the band\u2019s constant experimentation and sharp visual style made them truly legendary, and their music continues to inspire generations.\n","logo":{"url":"https:\/\/yt3.ggpht.com\/xpHqMVC815Zjaz_VAZjeo3vjoUwIVbvna4Xl4ioxacg5QdFBxBTWBWFXQZ_tMoN9SsZ87Nfam5Q=s800-c-k-c0x00ffffff-no-rj","width":800,"height":800,"@type":"ImageObject","@id":"https:\/\/www.youtube.com\/watch?v=5IsSpAOD6K8#VideoObject_publisher_logo_ImageObject"}},"potentialAction":{"@type":"SeekToAction","@id":"https:\/\/www.youtube.com\/watch?v=5IsSpAOD6K8#VideoObject_potentialAction","target":"https:\/\/www.youtube.com\/watch?v=5IsSpAOD6K8&t={seek_to_second_number}","startOffset-input":"required name=seek_to_second_number"},"interactionStatistic":[[{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=5IsSpAOD6K8#VideoObject_interactionStatistic_WatchAction","interactionType":{"@type":"WatchAction"},"userInteractionCount":88947055}],{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=5IsSpAOD6K8#VideoObject_interactionStatistic_LikeAction","interactionType":{"@type":"LikeAction"},"userInteractionCount":797774}]},{"@context":"http:\/\/schema.org\/","@type":"VideoObject","@id":"https:\/\/www.youtube.com\/watch?v=hGdz2rMbTIM#VideoObject","contentUrl":"https:\/\/www.youtube.com\/watch?v=hGdz2rMbTIM","name":"Pitch Perfect | Riff-Off","description":"Sing along with the Barden Bellas, Treblemakers and other acapella groups in the aca-awesome riff off as the groups sing hits from Rihanna's \"S&M\" to Blackstreet's \"No Diggity.\"\n\nBuy\/Rent Pitch Perfect:\nAmazon: https:\/\/www.amazon.com\/Pitch-Perfect-Anna-Kendrick\/dp\/B00ADS90EQ\/ref=sr_1_1?\niTunes: https:\/\/itunes.apple.com\/us\/movie\/pitch-perfect\/id568624173\nYouTube Movies: https:\/\/www.youtube.com\/watch?v=axlppY_0l90\nGoogle Play: https:\/\/play.google.com\/store\/movies\/details\/Pitch_Perfect?id=axlppY_0l90&hl=en_US\nFandango Now: https:\/\/www.fandangonow.com\/details\/movie\/pitch-perfect-2012\/1MV2abfa1026c08cf34208a45e676e92dd3\nVUDU: https:\/\/www.vudu.com\/content\/movies\/details\/Pitch-Perfect\/372993\nUniversal Pictures Home Entertainment: https:\/\/www.uphe.com\/movies\/pitch-perfect\n\nSynopsis: \nArriving at her new college, Beca (Anna Kendrick) finds herself not right for any clique but somehow is muscled into one that she never would have picked on her own: alongside mean girls, sweet girls and weird girls whose only thing in common is how good they sound when they sing together. When Beca leads this a cappella singing group out of their traditional arrangements and perfect harmonies into all-new mash-ups, they fight to climb their way to the top of college music competitions.\n\n\u00a9 2012 Universal Pictures. All Rights Reserved.\n\nCast: Anna Kendrick, Skylar Astin, Rebel Wilson, Adam DeVine, Anna Camp, Brittany Snow, John Michael Higgins, Elizabeth Banks\nProduced By: Elizabeth Banks, Paul Brooks, Max Handelman\nDirected by: Jason Moore","thumbnailUrl":["https:\/\/i.ytimg.com\/vi\/hGdz2rMbTIM\/default.jpg","https:\/\/i.ytimg.com\/vi\/hGdz2rMbTIM\/mqdefault.jpg","https:\/\/i.ytimg.com\/vi\/hGdz2rMbTIM\/hqdefault.jpg","https:\/\/i.ytimg.com\/vi\/hGdz2rMbTIM\/sddefault.jpg","https:\/\/i.ytimg.com\/vi\/hGdz2rMbTIM\/maxresdefault.jpg"],"uploadDate":"2020-04-18T16:00:22+00:00","duration":"PT5M19S","embedUrl":"https:\/\/www.youtube.com\/embed\/hGdz2rMbTIM","publisher":{"@type":"Organization","@id":"https:\/\/www.youtube.com\/channel\/UCq0OueAsdxH6b8nyAspwViw#Organization","url":"https:\/\/www.youtube.com\/channel\/UCq0OueAsdxH6b8nyAspwViw","name":"Universal Pictures","description":"Welcome to the official Universal Pictures YouTube page!","logo":{"url":"https:\/\/yt3.ggpht.com\/PzIajPyy9_HJ-LR5S6q86JV9o2GjabXF54QJnr3PeHpOiGOXtroatGM3mB2QxQa_vkF5yuyu9hs=s800-c-k-c0x00ffffff-no-rj","width":800,"height":800,"@type":"ImageObject","@id":"https:\/\/www.youtube.com\/watch?v=hGdz2rMbTIM#VideoObject_publisher_logo_ImageObject"}},"potentialAction":{"@type":"SeekToAction","@id":"https:\/\/www.youtube.com\/watch?v=hGdz2rMbTIM#VideoObject_potentialAction","target":"https:\/\/www.youtube.com\/watch?v=hGdz2rMbTIM&t={seek_to_second_number}","startOffset-input":"required name=seek_to_second_number"},"interactionStatistic":[[{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=hGdz2rMbTIM#VideoObject_interactionStatistic_WatchAction","interactionType":{"@type":"WatchAction"},"userInteractionCount":54823096}],{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=hGdz2rMbTIM#VideoObject_interactionStatistic_LikeAction","interactionType":{"@type":"LikeAction"},"userInteractionCount":538289}]}],"about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},"In a CX Minute"],"wordCount":1258,"articleBody":"I’m already at week eight of In a CX Minute? How did I get here?Well, no one cared enough to win the prize of being my guest in a video, which means I have more writing to do now. Thanks a lot, all of you\u2026 I was looking forward to killing some lines with diatribe about a wonderful conversation that serendipitously happened \u2013 but instead, I will have to schedule it. So be it \u2013 you\u2019ll love my next one, I can tell you that much.Now, to the business at hand.First, let me tell you \u2013 I am lucky to know a lot of smart people who both agree to spend time with me and chat about my crazy ideas, or who write good stuff that I can \u201criff\u201d off of. And yes, it is going to be a musical day.This content is hosted by a third party ( youtu.be ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew Window\ud83c\udfbc On the first part of the journey… \ud83c\udfbcHank Barnes (Gartner ) is one of those people mentioned above. He wrote this very interesting article a few weeks ago (Embracing a new vendor model to respond to the b2b customer life cycle) that is a very interesting exploration of journeys (in my opinion). True, it is a teaser for their innovation conference (maybe attend? I get 10% of the door\u2026 hee-hee) but you can see in this short article how he perceives journeys as non-linear (yay) and iterative (hmmm) at the same time.This aligns very well with the concept of dynamic journeys we began to discuss a few weeks ago in this column. After all, a non-linear journey (rather, a collection of smaller journeys that aggregate into a complete, larger one) is exactly what we have in mind as we begin to put together what CX should be. And yes, more coming soon on dynamic journeys.Speaking of more, I am going to begin to write more \u2013 but there is a plan behind that. I started this blog \/ article collection \/ weekly column with the hope of sharing with you some of the thinking, ideas, reading, and ephemera that makes up my daily life. Like giving you a peek into my crazy, messy brain. Of course, it is hard to write big ideas and complex concepts here, given the concept, so I started looking for a place, a way to share those bigger ideas.Where do these things I write here end up? How do they aggregate into a bigger idea? How do they connect? To answer those questions, and more like it, I will be starting in the next couple of weeks to publish in ZDNet with tri-weekly frequency (is that every three weeks? Why do we have a fortnight for 15 days \u2013 but nothing for 21 days? As an advocate for numerology, the number 21 is more interesting than 15 \u2013 there should be a word for it\u2026 other than triweekly). Stay tuned for \u2013 well, more.\ud83c\udfbc There were plants and birds and rocks and things \ud83c\udfbcOne more thing for today, rather two \u2013 but this is the last link I want to share. Another very smart friend of mine, Allen Bonde, who is now working at Forrester, pushed in the last few weeks a link to a blog where he talks about marketplaces.I don\u2019t know if you have access to all the content he shares from there (you may need Forrester membership for some of it), but the reason I am mentioning this is because I am a firm believer in marketplaces as the \u201ce-commerce model of the future.”If you agree that Amazon (affiliate link \u2013 just kidding, but you felt you were back at the early days of social where every Josephine, Paula, and Mark \u2013 had one, non?) has changed the world of e-commerce, you also must agree that they cannot be the only ones in the world to do that. What they built is not an e-commerce site, it is a marketplace. A global marketplace. What about smaller marketplaces? National? Regional? By industry? By function?Of course, the real question here is not what about them, but how are you going to support them?How is your organization going to deliver the necessary integration for a marketplace?The more important question \u2013 how are you going to take the data from the marketplace, talk about big data, or marketplaces and generate insights from them? How are you going to aggregate that with other data? How are you going to do that while you continue to comply with private and public regulations about privacy and data usage? You see where I am going\u2026 if I am right, and usually I am \u2013 with three well known exceptions I shared before in life \u2013 then how you\u2019re going to support them is the easy question \u2013 how you are going to generate value from them is the largest and more complex one\u2026 again, stay tuned for more.Ok, wrapping this up since Wondrous Jenn has limits to my talking-to-myself columns. Let me share a little bit of some research and some writing (and by that, I mean PowerPoint, of course) I did this week and last.\ud83c\udfbc You see I’ve been through the desert… \ud83c\udfbcI had to prepare a narrative for the market (CX) and the opportunity I see for us. I set out to collect research (I could drive Nicole crazy and say second party, but I won\u2019t because she has enough in her plate to come over and fight me here \u2013 and because I know better than calling something second party) and tell a narrative of what the opportunity for CX with data is.Came up with 5 (oops, sorry Jenn \u2013 five) areas where we can improve the outcomes\/expectations balance for the organization by using CX (you do know about the outcomes-expectations balance, right? If not, read my previous columns here for more input).Five ways CX can improve your org:Data synthetization (thanks to boss-man Mr. Bob Stutz for the naming, agree with him that mine was dated) talks to the difference between understanding how to generate insights and knowing what to do with those insights (this is, btw, the basic one that all other stems from)Communications talks to the actual use of channels, beyond cute marketing words like omnichannel, to meet expectations and what we do therePersonalization talks to how we need to transform what we do as personalization it is not from our perspective, but from the customer perspective (9\/10 think we don\u2019t know them despite everything we collect about them \u2013 and they are right)Execution talks to the inability to tie CX initiatives with corporate KPIs and metrics that explain the execution behind CX (amen)Automation is of course the difference between what we say we are going to do with AI and what we are doing there (don\u2019t get me started \u2013 I can\u2019t even)You will, of course, see a lot more of these in coming weeks both here and in my ZD Net column. Stay tuned, but\u2026As always, comments? Questions? Concerns? Discerns? You know where to find me apparently \u2013 because I am always hearing something about these things I write \u2013 in LinkedIn or at the worlds worse kept secret \u2013 my email address.Talk soon.Find the \u2018In a CX Minute\u2019 section HERE\u00a0to catch up on my other musings.  Modern business, meet revenue:\u2013 End-to-end connected data\u2013 Engage quickly with a great CX\u2013 Sell anytime, anywhereGet going TODAY."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"05","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/05\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"13","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/05\/\/13\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"In a CX minute: Thoughts on customer experience, May 13, 2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/05\/13\/in-a-cx-minute\/#breadcrumbitem"}]}]