Category: Customer Experience

I recently had the pleasure of judging the UK Digital Experience Awards, in the Analytics and Use of Data category. After the scores had been submitted, the virtual awards ceremony was over, and we’d exited Zoom, I was struck by a feeling of recognition. It wasn’t a familiarity with the specifics of any of submissions I’d judged,…
The post 5 Lessons About DX Transformation I Wish I’d Learned Sooner appeared first on Customer Experience Magazine.

Maintaining CX excellence poses a challenge for all organisations regardless of the size. The equation to great CX might be simple – have a superb product and the right people who to sell it and business success is guaranteed. In reality, there are plenty of factors that make one organisation a champion in CX and…
The post How Championing CX Can Drive Business Success appeared first on Customer Experience Magazine.

Which is better: Feeling like you were right the first time or actually being correct now?

When we double down on our original estimate, defend our sunk costs and rally behind the home team, we’re doing this because it’s satisfying to feel as though we were right all along.

On the other hand, if the outcome is important and we’re brave enough to learn, we can say, “based on what we know now, we should change course, because the other path is actually a better way to go forward.”

More often than not, there are moments when we’re wrong. We can either acknowledge that we were wrong yesterday, or we can curse ourselves by choosing to be wrong going forward.

Flexibility in the face of change is where resilience comes from.

Did you know that 28% of customer service leaders cite social media engagement and analytics as “top priorities” for their organizations in 2020? Source: Acquia ​ https://preview.redd.it/5q3k5pqwifz51.png?width=1024&format=png&auto=webp&s=1fe809f8d1c01590553568ec7bf997e5a65b41bd
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Then everyone else would find it easy as well. Which would make it awfully difficult to do important work, work that stands out, work that people would go out of their way to find.

When difficulties arise, it might very well be good news. Because those difficulties may dissuade all the people who aren’t as dedicated as you are.

It pays to seek out the hard parts.

80% of customers say the experience a business provides is just as important as their product or service. Source: Gartner ​ https://preview.redd.it/myu4sr3gc8z51.png?width=1024&format=png&auto=webp&s=f50a6d3eaf7c1d934b29534fdb5c0d3287fd5b71
submitted by /u/vesuvitas [link] [comments]

We all have them.
“If ____ happens, then I’ll do ____.”
If this emergency passes, then I’ll take a break.
If this customer closes, then I’ll invest in my education.
If we get this finished, then we’ll focus on that.
Too often, the ifthen is nothing but a stall. As a result, we burn trust, and worse, postpone a future we’d like to spend time living in.
Take your ifthen’s seriously. The future always happens sooner than we expect.

Unprecedented? Strange? Unusual? Let’s be honest, there aren’t really the words to describe the bewildering and ever-changing face of 2020 for customer focused businesses. The customer that we all want to help and serve is changing as fast as the news agenda. Unsurprisingly there have been seismic shifts in consumer behaviour this year. People are…
The post Business Unusual: Time for Empathy, Flexibility, And Customer-First Experiences To Shine appeared first on Customer Experience Magazine.

Standing at my desk this summer, it had just turned 10 am, and I realized that I’d already:
Heard from an old friend, engaged with three team members on two continents, read 28 blogs across the spectrum AND found out about the weather and the news around the world.
Half my life ago, in a similar morning spent in a similar office, not one of those things would have been true.
The incoming (and our ability to create more outgoing) is probably the single biggest shift that computers have created in our work lives. Sometimes, we subscribe or go and fetch the information, and sometimes it comes to us, unbidden and unfiltered. But it’s there and it’s compounding.
One option is to simply cope with the deluge, to be a victim of the firehose.
Another is to make the problem worse by adding more noise and spam to the open networks that we depend on.
A third might be, just for an hour, to turn it off. All of it. To sit alone and create the new thing, the thing worth seeking out, the thing that will cause a positive change.

Contact agents’ work is often thought of as synonymous with the physical contact centre. So, when the British government announced a lockdown at the end of March and most businesses had to empty their offices, customer service was instantly disrupted. The challenges were quickly identified. While most workers already had laptops and access to cloud-based…
The post Using Technology to Provide Agility to Contact Agents appeared first on Customer Experience Magazine.