Category: Customer Experience

Some people hesitate to share an idea because they’re worried it will be stolen.
In general, these people are afraid of success, not failure. An idea unspoken is a safe one, which not only can’t be stolen, but it can’t be tested, criticized, improved or used in the real world.

Long before Covid-19, working remotely was a benefit many businesses offered their employees, alongside additional holiday or private health insurance. But as hybrid working shifts to become ‘business as usual’, it’s hard to imagine exactly what the world of work looked like just nine months’ ago. For many of us, when we imagine the first…
The post Recruiting and Onboarding New Starters in a Virtual World appeared first on Customer Experience Magazine.

How certain do you need to be?

When presented with a new opportunity, or a risk to be avoided, do you have any doubts?

Because there are always doubts. And then we multiply it, waiting for the doubt to go away, for it to not only be a shadow of what it was, but beyond that…

The desire to avoid change is rarely held to the same standards as progress. By the time the shadow is gone, it might be too late.

There’s a lot to be said for tradition, for stability and for the foundation that the status quo gives us to move forward.
But, if we were on the spot to analyze our day, our processes and our assumptions, how many things do we do simply because we are in the habit?
It’s impossible to try every option, to explore every alternative and examine how every culture or competitor does things, but…
If we don’t even know we’re doing things by rote, when will we be restless enough to try to make them better?

2020 began with chatbots threatening to take an ever-higher percentage of customer contacts. Then, the coronavirus pandemic occurred, and overall call volumes increased dramatically for most contact centers. Chatbots and coronavirus combined to make the human element even more important from a customer experience perspective. Full article: https://www.8×8.com/blog/human-element-customer-service
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You don’t need money to alter the way you treat customers or people. If your hands are financially tied, you’re operating with limited budget or influence don’t be disheartened. There are ways to make an experience impact. Background A recent CX project posed a conundrum. One many experience professionals will have encountered. A company I…
The post A Lack Of Customer Experience Budget Doesn’t Justify A Budget Experience appeared first on Customer Experience Magazine.

In chess, a blunder is a mistake that no one can excuse. Even one blunder and you’re probably going to lose.
In our vigilance to avoid blunders, sometimes we try to eliminate mistakes as well.
For understandable reasons, we spend a lot of time trying to avoid blunders and minimizing mistakes. But if that’s all we do, we’ve given up the chance to do something magical.
If you’re working on the frontier, if you’re leading, creating or inventing, you’ve signed up for mistakes. That’s the price of innovation.
After the fact, it’s easy for an attempt at great work to look like nothing but a blunder. But it might simply be a mistake that we can learn from.

Now that the dust has settled on Black Friday, it’s time to look back and examine how the much-anticipated sales event turned out for digital brands.  With the pandemic restrictions continuing to impact shopper behaviour, it’s important to consider how brands can make the most of the final few weeks of 2020. The lead up …
The post The Final Countdown for Retailers appeared first on Customer Experience Magazine.

Often described as the emotional connection between a customer and a brand, customer engagement is far more than a transactional relationship. It’s no longer limited to sales, services and support and is an ongoing process where a company anticipates a customer’s needs and gains their loyalty. You can use AI in many ways, but the bottom line is that a brand’s AI strategy is its business strategy. Harnessed correctly, the results are clear: A higher level of customer engagement can lead to maximum customer lifetime value, greater customer loyalty, and a stronger bottom line. Full article: https://www.forbes.com/sites/forbestechcouncil/2020/11/17/how-ai-can-change-customer-experience-and-engagement/?sh=6dbd270c116f
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At a Glance Getting a business award or being recognised by a third-party organisation could help attract and retain customers and employees. To win an award, having the facts on your side does not suffice; you must also have the right strategies for the application, preparation, and presentation processes. Your work could be the best…
The post A Practical Guide to Winning Awards appeared first on Customer Experience Magazine.