I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no other, so will next year, 2021, …
Customer Experience News 209: Closing the In-Moment Feedback Gap, Bold Experience Management Moves for 2021 & Customer-Centric Transformation
5 Ways to Close the In-Moment Feedback Gap (3min) Last week Alex posted this question on her LinkedIn profile, ‘When a customer makes a discrete complaint in an informal way, …
Customer Experience News 197: Customer Needs the New Normal, Empathy Key to Enhanced CX and The Fake Review Epidemic
Needs Not Wants the New Normal (3min) Responding to findings from McKinsey’s US Consumer Sentiment surveys, senior partner Kelly Ungerman shares four essential CX practices that will help retailers and …
Customer Experience News 191: NPS Danger, Interview with SurveyMonkey’s CX Lead and Unthinking & Undoing in Service Design
Avoiding the Pitfalls of ‘NPS for All’ (3min) Whilst acknowledging the value of NPS and other customer satisfaction metrics, this article from CustomerThink identifies the dangers of giving NPS goals to every …
Customer Experience News 189: Customer Care Fail, Customers Want Back-to-Basics and Employee Journeys the Key to EX Success
In the News – Boutique Bank’s Customer Care Fail (2min) At a time when empathy, transparency, communication and care for customers are the hallmarks of genuine customer-first companies, ASIC has lashed …
You’re Only as Good as the Quality of the Insight
There’s been lots of discussion on Forrester’s prediction ‘that 25% of customer experience (CX) professionals will lose their jobs in 2020’. One CX commentator has blamed an inability to align …
CX Leadership Trends 2020: From Little Things Big Things Grow
First published in SmarterCX, December 17, 2019 In 2020, customer experience leaders find themselves at a performance crossroad. While endeavouring to deliver the promise of enhanced value, differentiation, and CX …