Top Headlines In Customer Contact News This Week | Week of 1/29/2024
Musk's BCIs make their debut, fans prep for the Super Bowl (Taylor's Version), and financial services fixate on AI in CX.
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Welcome back to “Top Headlines In CX News This Week” here at CCW Digital where we’ll be handpicking and highlighting the most interesting news stories in customer contact and business just for your learning pleasure.
Things have gotten weird this week with social media, science, and tech bringing us some special surprises in terms of CX. While some of these headlines speak to the present of customer satisfaction, others will certainly remind you of the past. Is 2020 ringing a bell for anyone yet?
2020 Super Bowl
— Nick Field (@nick_field90) January 29, 2024
Kansas City Chiefs vs San Francisco 49ers
2020 Presidential Election
Joe Biden vs Donald Trump
2024 Super Bowl
Kansas City Chiefs vs San Francisco 49ers
2024 Presidential Election
Joe Biden vs Donald Trump
Will Instagram’s ‘Finstas’ find a new home despite customer concerns on cyber security?
“Instagram is considering a new feature called Flipside that allows users to establish a new, private side to their profile where they can post more candid and personal photos for a subset of their friends,” reports TechCrunch. “The feature essentially productizes “finstas” — the slang term for alternate Instagram accounts where people post their real-life photos, as opposed to the more polished photos they post on their public Instagrams.”
RELATED: With Meta's Threads, Social Media Users Face Peak Digital Burnout, Content Confusion
The lean into a less curated, more authentic presence on social media is something that younger users have embraced, but that parents have been concerned about. These “finsta” accounts have in past years posed a threat to cybersecurity for young users who are able to hide these secondary accounts from legal guardians. Here is how the Meta brand plans to respond to these parental customer complaints.
The future of having a computer chip implanted in your brain isn’t as far implant tech isn’t as far away as we thought…
Entrepreneur Elon Musk is co-founder of Neuralink, a tech company which has developed a fully implantable “brain-computer interface” (BCI) which allows users to control a computer or mobile device simply by thinking. After years of implant tests on monkeys, pigs, and sheep, Neuralink was cleared for its first human clinical trials in 2023. Fortune reports that now, in 2024, the first individual to receive the chip by implantation is in recovery.
RELATED: According To The Internet, Twitter X Is A Recipe For Branding And CX Disaster
Moving forward, Neuralink sees BCIs as a potential opportunity to improve the lives of those living with quadriplegia, paraplegia, visual impairment, the inability to speak, or major limb amputation.
Enables control of your phone or computer, and through them almost any device, just by thinking.
— Elon Musk (@elonmusk) January 30, 2024
Initial users will be those who have lost the use of their limbs.
Imagine if Stephen Hawking could communicate faster than a speed typist or auctioneer. That is the goal.
It’s been a Twilight Zone nightmare at 20,000 feet for AeroMexico passengers
Remember that iconic television episode? It became almost-true-to-life earlier this month when “a man had opened an emergency exit and walked out on a wing of a plane that was parked and waiting for takeoff” in Mexico, following four hours of waiting without proper ventilation or water available to passengers in the aircraft, reports the Associated Press.
RELATED: Edinburgh Airport's Call Center Ban
According to a report of the incident by airport authorities, “the passengers were unhappy and one of them opened the emergency door and stepped out on the wing.” But instead of being freaked out, passengers on this flight backed the man’s actions in the name of customer service and centricity. Just another day in the CX twilight zone, I suppose...
The Super Bowl (Taylor’s Version) is a marketing masterpiece
Time and time again Taylor Swift has proven her expertise in CX here at CCW Digital. Even if you’re not a Swiftie, denying her influence and nuanced understanding of what customer experience really means is nearly impossible. Her gravitas is so much so that everyone from the Kansas City Chiefs football team to American Americans is capitalizing on Swift’s connection to Super Bowl bound tight end Travis Kelce.
RELATED: Why Taylor Swift Is Still The Queen Of Customer Experience
Her brand of lucky 13-filled, subliminal message centered, friendship bracelet-fueled marketing efforts is infectious across industries, reports ESPN. “You could say that after [Sunday's] games, we are in our football era, and we are thrilled to provide additional direct flights from Kansas City to Las Vegas… To our customers who are huge sports fans, look what you made us do,” wrote the airline after announcing flight numbers with Kelce (87) and Swift’s numbers, respectively.
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Financial services will be capitalizing on AI’s CX capabilities in 2024 AI CX Investments will go big for 2024 “The financial services industry has been slow to adopt artificial intelligence (AI) tools for customer service, but such applications are expected to accelerate in the next 12 to 18 months,” according to a new survey report from Syntellis Performance Solutions.
The survey shows that “banks, credit unions, and other financial institutions are boosting investments in data and analytics, AI, and other technologies to enhance customer service, increase efficiencies, and streamline processes as they work to navigate these challenges.”
According to BusinessWire, just 12% of survey respondents said their institutions use AI tools for customer service, such as chatbots to expedite customer communications, while only 8% use AI to personalize the customer experience. But more than half of those respondents now plan to elevate their CX by using AI internally and externally with customers.
That’s all for this week’s top news. Something catch your eye that you want to see in next week’s line-up? Send a line to wandy.ortiz@cmpteam.com.
See you next week,
Wandy Felicita Ortiz
Content Analyst, CCW Digital
