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The Future of CX

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The Future of CX

The Challenges Of Survey-Only CX

Customer experience (CX) measurement programs report that their most common challenges are driving action to improve experience quality and proving the financial importance of CX. One primary cause is their reliance on soliciting customer feedback, usually through surveys. Surveys don’t often provide definitive root causes that compel business functions to make changes, and the relationship between survey scores and financial performance remains theoretical in most organizations.

The Quantitative Future Of CX

Integrating advanced quantitative analytics into their strategy helps CX programs drive action and prove value. This involves shifting from treating survey score metrics as their primary output to using feedback data as an input to more advanced techniques. When CX programs combine customer feedback data with other metrics like operational interaction data, financial outcome data, and additional non-survey perception data, these inputs to advanced analytics can produce more actionable and financially connected insights than survey feedback alone.

Executing On The Promise Of Advanced Analytics In CX

After discussions with dozens of CX leaders, top vendors, and service providers in CX analytics, we found a consensus on several steps organizations must take to implement advanced CX analytics successfully. Among the five key components presented, two demand considerable attention:

  • Enabling a comprehensive experience dataset. This includes ensuring the availability, quality, and validity of a comprehensive dataset of customer perceptions, interactions, and the financial outcomes of their behavior. Most experts agree that this is the most critical and challenging aspect of implementing an advanced CX analytics strategy.
  • Operationalizing insights from advanced analytics. While insights from advanced analytic techniques can prove fascinating in many organizations, acting on the outputs is crucial. This means using advanced analytic insights to take a proactive approach to CX, where organizations use diagnostics, predictions, and prescriptions to manage the experiences of all customers rather than reacting to feedback from a small percentage who respond to surveys.

Avoiding Missteps In The Adoption Of Advanced Analytics In CX

For our recent research, we have defined advanced CX analytics as “advanced analytic techniques — including diagnostic, predictive, and prescriptive machine learning — that identify how customers’ experiences affect their behaviors.” The terms “advanced analytics” and “predictive analytics” are used somewhat loosely in the CX ecosystem. While useful, language analytics, conversational and digital intelligence, and sentiment analysis differ from advanced diagnostic, predictive, and prescriptive methods. CX leaders should ensure that they understand these differences when pursuing quantitative CX strategies.

Final Advice

While advanced analytic techniques are uncommon in CX practices today, CX programs and leaders should challenge themselves and find a path to facilitate, collaborate, or expand the CX mandate to pursue a more quantitative approach that will prepare them for the future of CX.

Conclusion

In conclusion, advanced analytics is the future of CX, and it is essential for CX programs to leverage more advanced quantitative analytics to drive action, increase financial impact, and prepare for a more analytics-driven future. By integrating advanced analytics into their strategy, CX programs can shift from relying on survey feedback to using feedback data as an input to more advanced techniques, producing more actionable and financially connected insights.

FAQs

  • What is advanced analytics in CX?
    Advanced analytics in CX refers to advanced analytic techniques — including diagnostic, predictive, and prescriptive machine learning — that identify how customers’ experiences affect their behaviors.
  • What are the challenges of survey-only CX?
    The primary challenges of survey-only CX are driving action to improve experience quality and proving the financial importance of CX.
  • How can CX programs leverage advanced analytics?
    CX programs can leverage advanced analytics by integrating customer feedback data with other metrics like operational interaction data, financial outcome data, and additional non-survey perception data to produce more actionable and financially connected insights.
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Innovation and Technology

Turn GenAI Possibilities into Reality

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Turn GenAI Possibilities into Reality

Turning GenAI Possibilities into Reality

The Right Questions to Ask

When I talk to B2B leaders about their generative AI (genAI) adoption efforts, I hear a mix of frustration, FOMO, and skepticism. Many feel stuck. They’re unsure whether their organization is behind, and they suspect other leaders have cracked the code. They also field tough questions about the ROI of adoption efforts. But the conversation quickly shifts when they ask the most impactful questions: "What can we do with where we are today? Are there practical steps we can take now to turn possibility into reality — or even a quick win?"

Fix the Engine Before Your Competitors Do

GenAI can’t deliver real business value if a foundation is broken. Too many B2B organizations are trying to layer genAI on top of scattered, siloed, and outdated technologies, data, and processes. As a result, they can’t connect the right insights, automations stall, and teams are unsure of how to apply genAI beyond basic tasks. The B2B organizations that move ahead will be the ones that fix their engine — creating the right mix of technology, data, and processes — before their competitors do.

Close the AI Literacy Gap to Unlock Real Impact

When I speak to leaders, they often assume that their teams will know how to apply genAI to their work, but the reality is very different. Without AI literacy, employees hesitate, unsure of where genAI adds value or questioning whether they’re "doing it right." As one senior AI operations leader at a leading B2B technology company put it, "Whatever communication, enablement, or change management efforts you think you’ll need, plan on tripling them." Organizations that succeed with genAI don’t just introduce new tools. They over-communicate, over-enable, and over-invest in change management to ensure that teams have the confidence, skills, and context to integrate genAI into their daily workflows. Prioritize ongoing training and learning opportunities with hands-on experimentation and clear guidelines to accelerate adoption and move beyond surface-level efficiency gains for transformation.

Make Collaboration Your GenAI Advantage

The majority of genAI success stories that I hear aren’t from isolated teams. They’re happening where marketing, sales, product, customer success, IT, and legal teams are collaborating with shared data, shared goals, and a clear genAI strategy. These teams also work closely with their vendors, agencies, tech providers, and partner ecosystem so that they can move faster and do the right things together. Leaders who foster alignment, break down silos, and create a culture of AI-driven innovation across their ecosystem are the best positioned to win.

Conclusion

Leaders can turn genAI possibilities into reality by tackling the fundamental challenges that still hold them back. By fixing the engine, closing the AI literacy gap, and making collaboration a key strategy, B2B organizations can achieve real value today and be prepared to adapt to future genAI advancements.

FAQs

  • How can I turn my genAI possibilities into reality?
    • Fix the engine by creating the right mix of technology, data, and processes.
    • Close the AI literacy gap by prioritizing ongoing training and learning opportunities.
    • Make collaboration a key strategy by fostering alignment and breaking down silos.
  • What can I do to avoid getting lost in the genAI hype?
    • Focus on practical steps and quick wins.
    • Prioritize fixing the engine and closing the AI literacy gap.
    • Make collaboration a key strategy.

Register to Attend Forrester B2B Summit North America

To gain practical strategies to help your organization move forward without getting lost in the hype, register to attend Forrester B2B Summit North America.

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Innovation and Technology

The Digital Leader: How Technology is Changing the Way We Lead and Operate in a Digital Age

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The Digital Leader: How Technology is Changing the Way We Lead and Operate in a Digital Age

Introduction

In today’s fast-paced digital age, the way we lead and operate is undergoing a significant transformation. With the rise of technology, leaders must adapt to new strategies and tools to stay ahead of the curve. In this article, we’ll explore the world of tech-enabled leadership strategies, examining how technology is reshaping the way we lead and operate.

The Rise of Digital Leadership

With the proliferation of digital technologies, the role of leaders has evolved. Gone are the days of traditional, hierarchical leadership styles. Today, leaders must be agile, adaptable, and able to navigate the complexities of the digital landscape.

The Shift to Distributed Leadership

One of the most significant shifts in leadership is the move towards distributed leadership. This approach involves empowering team members to take ownership of specific areas, fostering a sense of autonomy and responsibility. As a result, leaders must be willing to cede control and trust their teams to make decisions.

The Power of Data-Driven Decision Making

Another key aspect of digital leadership is the reliance on data-driven decision making. With access to vast amounts of data, leaders can make informed, data-backed decisions, rather than relying on intuition or anecdotal evidence. This shift requires leaders to be comfortable with numbers and analytics, as well as able to interpret complex data.

The Impact of Technology on Leadership

Technology is having a profound impact on the way leaders operate. From collaboration tools to project management software, technology is streamlining processes and enabling greater flexibility and mobility.

The Rise of Virtual Teams

One of the most significant consequences of technology on leadership is the rise of virtual teams. With the ability to communicate and collaborate remotely, leaders can assemble teams from around the world, harnessing diverse skill sets and perspectives. However, this requires leaders to be adept at building trust and fostering a sense of community in virtual spaces.

The Importance of Digital Literacy

As technology continues to evolve, leaders must possess digital literacy skills to stay ahead of the curve. This includes understanding the latest software and tools, as well as being able to navigate complex digital ecosystems. Leaders must be willing to continuously update their skills and knowledge to remain relevant in the digital age.

Conclusion

In conclusion, the world of leadership is undergoing a significant transformation, driven by the rapid pace of technological change. To succeed in this new landscape, leaders must be agile, adaptable, and willing to evolve. By embracing tech-enabled leadership strategies, leaders can harness the power of technology to drive innovation, increase efficiency, and build strong, agile teams. It’s time to adapt, innovate, and thrive in the digital age.

FAQs

Q: What does the rise of digital leadership mean for traditional leadership styles?

A: Traditional, hierarchical leadership styles are being replaced by more distributed, collaborative approaches that empower team members to take ownership of specific areas.

Q: How can leaders develop their digital literacy skills?

A: Leaders can develop their digital literacy skills by staying up-to-date with the latest software and tools, attending workshops and training sessions, and seeking guidance from IT professionals or digital experts.

Q: What are the benefits of data-driven decision making?

A: Data-driven decision making enables leaders to make informed, data-backed decisions, reducing the risk of bias and improving the accuracy of their decisions.

Q: How can leaders build trust and foster a sense of community in virtual teams?

A: Leaders can build trust and foster a sense of community in virtual teams by prioritizing open communication, setting clear expectations, and encouraging regular check-ins and feedback.

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Innovation and Technology

FBI Alert Issued As Time Traveling Hackers Attack—Act Now

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FBI Alert Issued As Time Traveling Hackers Attack—Act Now

How Time Travel And The FBI Are Mixed Up In Medusa Attacks

A Quick Recap of the Medusa Ransomware Attacks

Medusa, a type of ransomware, has been known to impact at least 300 critical infrastructure targets. It uses social engineering and unpatched software vulnerabilities as part of its exploit campaign. The FBI has issued a critical security advisory, outlining tactics, techniques, and procedures, indicators of compromise, and detection methods associated with the Medusa attacks.

Time Travel Hacking Technique

Boris Cipot, a senior security engineer at Black Duck, revealed that Medusa attackers are creatively abusing system misconfigurations in their efforts to bypass security controls. The attackers have been using a time travel hacking technique, which involves changing the system date to a time when a security certificate, which signed a certain driver, was still valid. This allows the attackers to load the expired driver, which would normally be rejected by the system.

Mitigating the Time Travel Hackers

To mitigate this kind of time travel hackery, Cipot advised that organizations need a combination of best-in-class endpoint protection, strict policy enforcement, and proactive monitoring. Detection of system configuration changes is also essential, as it’s the system time changes that proved central to the failure of security protections in the case of the Medusa attacks. Additionally, Windows should be configured to enforce strict revocation checks for signed drivers, blocking the expired certificates.

FBI’s Advice on Mitigating Medusa Attacks

The FBI has advised users to:

  • Enable two-factor authentication for all services where possible, particularly for webmail, virtual private networks, and accounts that can access critical systems.
  • Employ long passwords on all accounts that require them.
  • Refrain from imposing a requirement for frequent password changes.
  • Keep all operating systems, software, and firmware up to date.
  • Patching should be prioritized for internet-facing systems where a known vulnerability is concerned.
  • Identify, detect, and investigate any abnormal activity that could indicate a potential network traversal of the ransomware.
  • Monitor systems for unauthorized scanning and access attempts.
  • Filter network traffic to prevent unknown or untrusted actors from accessing remote services on internal systems.
  • Audit all user accounts with administrative privileges and configure access controls according to the principle of least privilege.
  • Disable command-line and scripting activities and permissions along with all unused ports.

Conclusion

It’s clear that the Medusa attacks are a serious threat to critical infrastructure targets. The use of a time travel hacking technique is a new and innovative way for attackers to bypass security controls. It’s essential that organizations take the FBI’s advice and take proactive measures to mitigate the risk of a Medusa attack.

Frequently Asked Questions

Q: What is Medusa ransomware?
A: Medusa is a type of ransomware that uses social engineering and unpatched software vulnerabilities as part of its exploit campaign.

Q: How do attackers use time travel hacking?
A: Attackers use a time travel hacking technique, which involves changing the system date to a time when a security certificate, which signed a certain driver, was still valid.

Q: How can I protect my systems from Medusa attacks?
A: Enable two-factor authentication, employ long passwords, keep all operating systems, software, and firmware up to date, and patching should be prioritized for internet-facing systems where a known vulnerability is concerned.

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