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cover of episode #2 Matt Dixon: Master Customer Experience with The Challenger Sale Approach

#2 Matt Dixon: Master Customer Experience with The Challenger Sale Approach

2023/11/2
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Experts of Experience
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Matt Dixon: 本期节目探讨了AI如何重新定义客户成功和销售策略，重点介绍了利用非结构化数据（如通话录音）预测客户满意度评分，无需额外问卷调查。他还分享了其在客户体验研究方面的经验，以及如何利用AI技术进行数据分析，从而获得预测性客户洞察和实时反馈。此外，他还强调了实时数据在预测客户满意度方面的意义，以及传统调查方法的局限性，并倡导使用非结构化数据。最后，他还探讨了员工体验与客户满意度之间的关联，并就如何改善员工体验提出了宝贵的建议。 Lauren: Lauren作为主持人，引导Matt Dixon分享了他作为“客户体验人类学家”的职业历程，以及他所著的几本书籍，包括《挑战者销售》、《轻松体验》和《震动效应》。她还与Matt Dixon探讨了技术（特别是AI）对重塑销售策略的影响，以及如何利用AI技术改善客户体验和员工体验。Lauren也积极参与讨论，提出问题并总结要点，推动了整个访谈的进行。

Deep Dive

Chapters
Matt Dixon's journey as a "customer experience anthropologist" involves researching how customer preferences evolve and identifying best practices among companies. His research reveals a disconnect between customer expectations and most companies' approaches, highlighting the need for adaptation.
  • Matt Dixon uses research-based methods to study customer preferences and best company practices.
  • Many companies struggle to adapt to changing customer expectations.
  • A few companies have successfully adapted their approach in light of evolving customer preferences.

Shownotes Transcript

How does AI redefine customer success and sales strategies? Tune in as Matt Dixon, author of ‘The Challenger Sale’, unveils the transformative journey of customer feedback and experience.

Matt Dixon is the founding partner of DCM Insights and author of The Challenger Sale and The Effortless Experience.

Matt kicks things off by sharing with us his journey as a “customer experience anthropologist.” We delve into his books, with a specific focus on their key themes and the importance of comprehending customer preferences.

We explore the impact of technology, specifically AI, on reshaping sales strategies. Matt explains how AI has transformed sales data analysis, enabling predictive customer insights and real-time feedback.

The discussion shifts to the significance of real-time data in predicting customer satisfaction and the challenges traditional survey methods pose. Matt advocates for a new approach, emphasizing the importance of using unstructured data.

To wrap things up we explore the correlation between employee experience and customer satisfaction, emphasizing the need for companies to focus on both. Matt provides valuable advice on tools that can improve the employee experience so make sure to watch till the end!

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(00:00) Preview and Introduction

(00:32) Unpacking Matt Dixon's Career & Books

(03:52) From Traditional Research to AI-Driven Analysis

(07:15) The Future of AI in Sales and Customer Insights

(11:47) Four Major Roles of AI in Sales

(16:07) Unstructured Data & Predictive Survey Scores

(24:15) The Impact of Real-Time Coaching

(26:26) Evolving Sales Methods & Customer Metrics

(34:58) Exploring Customer & Employee Experience

(41:50) CX Tools For Better Customer Experience