#78 • 26 February 2020
A weekly round up of the CX stories that hit home  
Dear Earthling,

I’ve been hiding something from you. 

I’ve always been great at keeping secrets. “Don’t tell mom that I smashed her car,” my 15-year-old brother once told me. “Don’t tell your cousins Santa doesn’t exist,” my parents would warn me. And I have always kept my word. 

But secrets make me anxious. So when earlier this week, I got the green light to finally tell you this, I was on the edge of my seat. 

We’ll be organizing the 🙌 Customer Centric Conference 🙌 again this year, on June 19, and we’re taking over this palace for the occasion — you’ll be the first to know when tickets are available.

For last year’s edition, we brought together 100 customer experience experts from companies like Vimeo, Concentrix, Microsoft, easyJet, Google, and Intercom. There was a startup shark tank. There was a stunt pilot. And, most importantly, there was plenty of great conversation.

And this year, we’re not just doing a conference in Lisbon, we’re hitting the road. We’re bringing the Customer Centric Roadshow, a series of intimate events, to some of our favorite cities. Our next stops will be: Berlin, Barcelona, and New York. 

Our first stop will be in Berlin, next week, March 6, where we’ll be joined by CX experts from Soundcloud, Majorel, N26, Grover, Get Your Guide, and many others. We’re almost running out of seats, so if you want to join us register here

I hope to meet you soon in Berlin, next week, or in Lisbon, this June. 

Happy readings,
This week's top picks 🔖 
Silicon Valley ruined work culture  
More and more offices are adopting the work culture invented by the technology upstarts. These are not the offices where your grandparents worked, clocking out at 5 sharp, eyeballing the corner office. There is no corner office here—just “hot desks” and open floor plans, wide as the prairie.
🤖 How an automation-first strategy delivers better human support
There’s a long-held and widespread belief that agents and artificial intelligence (AI) do not get along, stemming in part from a fear that automation is only here to replace people. Not only is this incorrect — Forrester’s research reveals that introducing automation will only result in a 16 percent reduction of jobs by 2030, and that customer-facing roles still rely on empathy and creativity that elude AI — but this misconception makes it harder to plan a successful customer experience (CX) strategy.
♻️ Lifecycle of a Business: Humble beginnings
From the birth of an idea, to an untimely death, and back again—running a business is not for the faint of heart. Hosted by Bianca Giaever, Lifecycle of a Business details the stages through the eyes of people who lived them.
Speaking words of wisdom💡

If you want to keep a secret, you must also hide it from yourself.

— George Orwell
Pssst, tweet me. Pssst, tweet me.
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