Everyone is talking about Netflix — and for good reason. Just a year ago, Netflix began to really crack down on password-sharing. And while users were infuriated and threatened to cancel their subscriptions, the opposite ensued. This quarter, Netflix ended up adding 9.33 million new subscribers to their customer base — 5x their results from last year. And while there are lots of reasons it played out this way, one underlying reason this decision didn’t negatively affect their CX journey too badly was because this decision actually aligns very well with their overall value proposition.

This week, we had the pleasure of speaking with Courtney LeBlanc, Senior Customer Support Manager at Willful, a Canadian online platform that enables users to create powers of attorney and last will and testament documents without the need for a lawyer. Our conversation delved into how Willful leverages a small but mighty support team to deliver empathetic, efficient service to customers navigating a complex and often emotionally charged process. Here are the key insights from our discussion:

It’s majorly impressive how smoothly UNIQLO has adapted to the overseas market — global expansion is a task most brands tend to struggle with. And while their products are great, their product line isn’t necessarily the main reason for their success. The truth is — UNIQLO does a fantastic job of utilizing data to fuel its customer experience strategy — so much so that it’s allowed them to connect their physical and digital touch points in a seamless way. BUT there’s always room to improve, and here’s how.

If you’re an avid Pinterest user, you might have noticed that over the years, their algorithm for personalizing users’ feeds has become more and more precise, making it all the more addicting. You probably wouldn’t have guessed that you have THE YES, an AI-powered shopping app, to thank for these improvements. In 2022, Pinterest acquired THE YES, but before this acquisition, THE YES was on its way to revolutionizing the average shopper’s customer journey and experience. But turns out — making a perfectly personalized shopping experience for every single user was no easy feat. So let’s break down one particular challenge they faced getting their platform off the ground.

When competing in the same industry as Shein and Temu, a brand like H&M must do one of two things to survive: 1) match these competitors’ prices (which is near impossible) or 2) justify higher prices. And in order to justify higher prices, H&M has had to do a lot more than simply improve the quality of their clothing. For them, it’s all about customer experience. And while H&M’s customer experience initiatives have been receiving tons of hype from investors and shareholders, there’s a bit of disconnect between the opinions of customers and investors.

Last week we had the opportunity to chat with Steve Davenport, who leads Voice of the Customer (VoC) initiatives at PTC. PTC is an enterprise software company that provides solutions for digital transformation across engineering, manufacturing, and service operations. Given their focus on enabling customer success, it's no surprise that VoC plays a critical role. Here's what we learned.