2018's most popular videos to learn CX lessons from - Omoto

2018’s most popular videos to learn CX lessons from

Have you ever heard of the term ‘customer-centric’? Surely, you have!

Most businesses use similar terms such as ‘put yourself in your customer’s shoes’, ‘customer is king’, ‘customer-first approach’ and the like.  Few of them, however, really know what it means, and even fewer actually have figured out a way to implement customer-centricity in their overall strategic approach.

The year 2018 has, indeed, witnessed rapid progress in the field of customer experience and is likely to grow with an increased momentum in 2019. If you haven’t given much thought about improving your CX, this is the time.

The problem is, even after you are through with the nitty-gritties of CX, building an entire business around your customer is quite a daunting task. There is a plethora of content available on the internet, but the internet is often a double-edged sword. Looking for the right content is challenging, especially when it comes to videos. This is because unlike articles, you have to run through an entire 15 min or 30 min clip to know for sure whether it can be of any relevance to you. It’s almost like finding a needle in a haystack!

That’s why we have collated the most informative and engaging CX videos of 2018. These will certainly give you a head-start into your CX journey.

1. I Was Seduced By Exceptional Customer Service | John Boccuzzi, Jr. | TEDxBryantU  

Co-Founder, President, BD Provisions, John Boccuzzi, Jr. has over 28 years of industry experience. Having worked with more than 12 companies such as Boccuzzi, Affinion Group, and Kenosia Corporation. John describes himself as an energetic, collaborative, creative, and results-focused executive who inspires individuals and companies to shape and realize their vision. In his TED talk, John talks about how focusing on exceptional customer experience is the key for a brand to become successful in a highly competitive industry. According to him, the brands that stand out focus primarily on what the customers want rather than blindly selling their products.

Our favorite part of the talk:

Customer experience isn’t necessarily about the product or service that you offer; it’s about how you make someone feel during the buying journey and frankly after the purchase has been made. Maya Angelou said it best – they may forget what you said, but they will never forget how you made them feel.

His exemplary speech combined with a storytelling approach quickly grabbed the attention of many people and gained more than 58k views on YouTube.

You can view his TED talk here:

2. Customer Experience and Digital Transformation | Walter Curd | CXOTalk

In an interview with CXOTalk, Walter Curd, Vice President, and CIO at Maxim Integrated, an analog semiconductor company, talks about providing a solid customer experience in a B2B setting with a complicated supply chain structure. He further goes on to explain how digital transformation helped them improve the changing customer expectations, especially those in the small and medium segment. An alumnus of the University of Virginia, Walter has over 18 years of industry experience and has worked with companies such as Fujitsu Microelectronics, Electroglas, and Marvell Semiconductor. In his interview with CXOTalk, Walter discusses how customer experience evolves with the emerging technologies and how businesses need to act in an integrated manner to deliver the best experience to customers.

Our favorite part of the interview:

We were very traditional, but we realized that we’ve been product-focused for so long and so we put a lot of time in enhancing our website, the analytics, the customers and so on..and it really allowed us to understand the customer experience.

You can view his complete interview here:

3. Impact of Blockchain on customer experience | Steven Van Belleghem

All of us have probably heard that blockchain will disrupt multiple industries such as banking, healthcare, and real-estate. If your business involves customers, the processes it follows to sell products, carry out marketing activities or share information with them could be revolutionized by blockchain. In this video, Steven Van Belleghem speaks about how the role of data and the relationship between customers and companies would radically transform if blockchain becomes mainstream. Steven is an international keynote speaker. His core competency is customer experience in a digital world. He has written four bestselling books in this field. His latest book is titled ‘Customers the Day after Tomorrow’. In the last five years, Steven has delivered more than 750 keynotes in more than 40 countries.

Our favorite part of the video:

Branding will become difficult in a world of the blockchain. Customers today choose companies with a certain reputation because they think they can trust them and, because of that, companies can ask a premium price. The moment when trust becomes freely available because of the blockchain, that will change the way we interact with businesses.

View his entire video here:

4.Text Analytics, an absolute must-have | Sean McDade

Sean is the Founder of PeopleMetrics, a market research consultancy he built from scratch. It helps companies get closer to their customers by managing the experiences of three key groups – customers, prospects, and employees. With more than 20 years of experience in CX, Sean was named a 40 under 40 award recipient of the Philadelphia region and is the author of the Amazon bestseller ‘Listen or Die: 40 lessons that turn customer feedback into gold.’

In this video, Sean discusses the importance of deriving insights out of unstructured customer feedback data. According to him, text analytics is going to define the future of customer experience by helping businesses derive critical meaning from the massive data points that they receive.

Our favorite part of the video:

It’s often easy to understand what customers mean by the results from surveys. They come in graphs, charts, etc and are easy to understand. But what about when you ask them why?

You can view the full video here:

5. Future of customer experience design | Brian Solis | NextCon 2017

Brian Solis is an author, a keynote speaker, and the Principal Analyst and at Altimeter, a Prophet Company. Brian studies disruptive technology and its impact on business and society. Brian’s research explores digital transformation, customer experience and culture 2.0 and “the future of” industries, trends, and behavior. In this TED talk, Brian talks about how business processes need to keep up with the evolving customer mindset to design the perfect experience for customers who are widely connected.

Our favorite part of the talk:

But the thing about customer experience that a lot of companies that I work with around the world seem to miss is that when they are making decisions about technologies, about policies, about processes, they are not their customer. They’re stakeholders, they’re shareholders, they’re whatever it is, but they’re everything but the customer. So when we are making decisions about what to do for the customer, it is the least empathetic thing possible.

You can view the entire video here:

6. Building sustainable relationships that bring brands and people closer| Mark Morin | TEDxLaval

Mark Morin, an alumnus of HEC Montréal, is a relationship marketing strategist who helps in bringing people and brands closer with email marketing, storytelling, and cognitive marketing. With 35+ years of industry experience in companies such as Hartford Steam Boiler, McKim Advertising, Mark is a seasoned speaker and has inspired a lot of people with his amazing storytelling techniques.

In this TED talk, Mark speaks about how companies need to employ AI, technology, and consumer data to build strong and lasting relationships with their customers.

Our favorite part of the talk:

Brands that make us feel like we’re all the same run the risk of making us feel like we don’t belong, like we don’t fit in, like the brand is not for us. Brands that get closer to their customers know them better than anyone else, they understand them intimately and individually…

You can view the full talk here:

7. Principles of Customer Experience | Scott Belsky | Adobe (CXOTalk)

Scott Belsky, an alumnus of Harvard Business School, is an entrepreneur, author, investor, and currently serves as Adobe’s Chief Product Officer. He founded Behance in 2006 which was acquired by Adobe in 2012. A technocrat and design enthusiast, his initiatives are aimed at empowering creative people and helping businesses leverage the power of people. In this interview with CXOTalk, Scott talks about how to create modernized tools that are also simple to use and can cater to a lot of people.

Our favorite part of the interview:

One concept of simplification is, of course, the onboarding, the first-mile experience. One part of it is what I would like to call progressive disclosure; so you don’t show everyone every option at once, you progressively disclose the functionality of a product as the customer is ready for it.

You can view the full talk here:

8. What is User Experience Design | Travis Neilson | I Adobe Creative Cloud

Customer experience design means designing products or services keeping the user experience in mind. When it comes to companies building tech-products, UX forms a critical component of CX both in case of B2B and B2C. In this interview, Travis Neilson, Interaction Designer at Google, throws light on how every touch point of the user with the company matters and how important user interface is when it comes to tech products.

Our favorite part of the interview:

If we want to elevate the role of UXD, we should aim to design the whole customer experience. Think of it as concentric circles, the bigger idea is how the end user feels ultimately about the product and the smaller circle is how can I design it to give them that great experience.

You can view the full talk here:

9. The New End to The Customer Experience | Shep Hyken

Shep Hyken is a Customer Service and Experience Expert, Keynote Speaker, and Bestselling Author. With five bestselling books on CX in his basket and 35+ years of industry experience, Shep, the CEO of Shepard Presentations, has worked with hundreds of companies on their customer service and loyalty initiatives. In this video, Shep discusses how to craft a customer experience ending that will not taint the positive feelings the customer shares with a brand.

Our favorite part of the video:

It’s your customer’s final experience of that interaction that also sets the tone for future business.

You can watch the full video here:

10.  The Customer Experience and Critical Business Growth Strategies | Tiffani Bova

Wharton alumni, Tiffani Bova is the Customer Growth Evangelist at SalesForce and the author of ‘Growth IQ.’ Having worked with companies such as Gartner and Gateway, Tiffany describes herself as a ‘recovering sales rep’. This provides her with a unique perspective on the challenges facing companies today and she tries to bring innovative business model solutions to solve complex CX problems.

In this interview, Tiffany talks about how customers remember the experience they had with a brand longer than they think about the fee or the price. She also  draws compelling examples from the real estate market.

Our favorite part of the video:

Customers have told us on various researches that they will pay a premium of almost 15% for a better experience with a brand. When you start to realize that what you deliver is also a part of that experience, it really changes the game.

You can watch the full video here:

So, these are some of the best videos of 2018 as far as customer experience is concerned. We hope they will help you to get started with your mission of providing a meaningful experience to your customers.



The One where Netflix taught us some lessons on great customer experience