Category: Customer Experience

Number 1 Ian Golding Global Customer Experience Specialist, Customer Experience Consultancy Ian Golding has acquired the status of a highly influential figure in Customer Experience in the recent years, coaching CX across the world. With over 25 years of experience in the CX sector, Ian has published one book, co-authored two and has regularly contributed…
The post CX Stars 2021: Top 10 CX Influencers appeared first on Customer Experience Magazine.

Most people build a Keynote or Powerpoint presentation in a very direct way: I have things I want to say, I will list them, slide by slide.
Over time, you might get fancier or more skilled at the tactics of how you present each thing you hope to say, but what if we took a step back and used intention to come up with a strategic framework for the deck.
Overall question: Who is this presentation for?
And the follow-up: What change are we seeking to make?
If you’re not trying to cause an action or some other change in attitude or belief, then what’s the purpose of the deck?
And then, for each sequence of slides, the questions are:
What did this person believe before we got here?
What do I want them to believe after they see this?
Brick by brick, step by step, your slides conspire to cause this change to happen.
The font you choose, your grammar, the size of the letters, the quality of the picture–each of these tactical decisions has a purpose. What’s the change I want this element to contribute to?
The sequence of slides, the tension as you move from one to another–it has a purpose.
It may very well be that your purpose is to create deniability, to get the meeting over with, to have a digital record that you did, in fact, do the work, express your effort and get it off your desk. But it’s entirely possible you can accomplish even more than that.
Most of us played with blocks when we were kids. Building structures that seemed magical. Do that.

Do you have to use all the time in the brainstorming session? Fill in the entire page of your creativity notebook?
It turns out that many of the best ideas we have start out as filler. Stuff in the margins. Last-minute extras simply to fill space.
Because the stakes are low and our defenses are down.

They’re different.

Knowledge changes all the time. When we engage with the world, when we encounter data or new experiences, our knowledge changes.

But belief is what we call the things that stick around, particularly and especially in the face of changes in knowledge.

While more knowledge can change belief, it usually doesn’t. Belief is a cultural phenomenon, created in conjunction with the people around us.

The easy way to discern the two: “What would you need to see or learn to change your mind about that?”

The move from on-premises to cloud-based architecture certainly has clear business benefits such as hardware cost savings and faster responding times for customers, but the technical aspects deserve equal consideration to ensure businesses choose the right solution for organisational needs. Not only does it benefit businesses and their customers in the short run, but when…
The post Technical advantages in cloud-based contact centres appeared first on Customer Experience Magazine.

During all the excitement of this year’s CX Stars, I had the pleasure of chatting to last year’s winner, and long-time friend of CXM, Amanda Riches. Amanda leads CX Consulting for experience management software firm Medallia’s Professional Services division in the EMEA region. Amanda was kind enough to take time out of her birthday week…
The post An Interview with 2020’s Top CX Stars Professional, Amanda Riches appeared first on Customer Experience Magazine.

Checkout our CX weekly podcast featuring customer focused business leaders and CX’ers — you can find The CXChronicles Podcast on your favorite podcast player to listen and learn from some of the world’s best. Plus we’re always happy to help new CX’ers navigate the jungle of the ever-evolving CX world, we work with our clients in order to find the areas ripe for customer experience optimization & get to work within their business. We provide CX Managed Services including CX bootcamps, Analytics bootcamps, customer feedback reporting (NPS, CSAT, CES), employee feedback reporting (eNPS), living playbooks, customer journey maps, voice of customer roadmap and we are partnered with all of the leader CX SaaS solutions. Check out our CXC website below https://cxchronicles.com/
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We have windowpanes because glass used to be really expensive. Panes allowed us to use smaller sheets, with the added bonus that if one broke, you could simply replace part of the window.
Today, big sheets of glass are much cheaper, and many windows feature fake panes of glass–a process that uses one big sheet with moldings crisscrossed over it. Of course, this actually costs more to create than a simple window would. We’re overpaying to reproduce the effect that we originally put into place to save money.
If you look around, you’ll realize that we make choices like this all the time when new technologies arise. Cruft is a comfort.

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The CXM team has been hard at work ratifying the results. In order to ensure a free and fair judging process, we employed the skills and experience of a panel of global CX industry leaders in order to ratify the weighting and voting. The information provided by the nominated CX Star, combined with their votes has…
The post The Winners of CX Stars Will be Announced Soon! appeared first on Customer Experience Magazine.