The 10th Annual Digital Customer Experience Summit provided a great opportunity to network with digital professionals, vendors and business owners on the importance of listening to your customer at all times while ensuring the customer experience is secure.
Donna Dooher, owner of Mildred’s Temple Kitchen, was the closing speaker who shared 4 key takeaways on how to achieve digital resilience by embracing the experimenter’s mindset.
These 4 takeaways sum up the importance of always being curious and open to the art of the possible, delivered by a Toronto restauranter and her customers during the protracted COVID years:
1. Start with inquiry - Be curious and brave enough to try new thing
2. Receive the gift of new information - Research your customers, your market and analogous industries
3. Detach from the outcome - Park all biases and open the door to new possibilities
4. Build an explorative culture -Encourage creativity in uncertainity
The importance of experimentation was heard repeatedly throughout the conference. It is essential for marketers to design trial-and-error experiments that enable an organization to learn its way into a solution. An experimenter culture, driven by customer evidence, will validate any hypothesis and in turn build a co-creating marketing and IT culture for any organization.
As a team, marketing + IT members need to listen to their customers, including their front-line agents and contact centers who know the customer best and who can help to drive change.
When it comes to contact center agents and credit card security, Chris Yashar of PCI Pal security, educated me on the global standards which have been established for merchants and service providers. In 2004, the Payment Card Industry - Data Security Standards (PCI) were created by a group of credit issuers (Visa, Mastercard, American Express, Discover and JCB) with the goal of helping to prevent security breaches and theft of credit card information.
Chris shared best practices for handling data in a secure way, while taking credit card payments. PCI Pal ensures that card data does not reach the contact center and reduces the amount of global card fraud due to the mishandling of sensitive data associated with payment cards and contact centers.
Indeed, the 10th annual Customer Experience Summit was a worthwhile exploration into making connections with digital professionals, hearing digital success stories and understanding digital security.
Let me know how my skills and experience could serve you or your clients' business needs. I can be reached at ay@audreyyates.ca or text at 416-558-5358.
