CX, EX and ROX Blog

Are You Using Digital Technologies to Improve or Degrade the Customer Experience?

Digital technologies can be used to improve Customer Experience. For example, by:

  • Enabling the customer to do more more for him/herself e.g. check/update account information, find relevant information, set-up alerts, set-up event triggered transactions, make purchases online, get chat based help with queries or problems….
  • Provision of data/information based services e.g. alerts that notify the customer that price of the ticket has fallen.

 

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CX Journey™ Musings: The Employee Platinum Rule

There’s the Golden Rule: treat others the way you want to be treated.

And there’s the other Golden Rule: he who holds the gold makes the rules. In other words, those with the money are in power, i.e., your customers.

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COVID is not killing your business. Bad Customer Experience is.

For many companies, autumn is the time to review their expenditures and make annual plans. As I am writing these words, I almost hear thousands of CEOs ordering their teams to slash costs whenever possible. The crisis is coming! We need to save; profits are at stake!

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Prioritization and Decision-Making Tools: The Eisenhower Matrix

Decisions, decisions, decisions.

As customer experience professionals, we have decisions to make; we need to help our executives make decisions; and prioritization is an important part of our decision-making process. Tools to be more efficient and effective with our time and our efforts are priceless!

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Futurelab’s Blog is one of the Top 75 Customer Experience Blogs

For one more year our Blog is selected to be part of the top 75 Customer Experience Websites and Blogs, which should be followed. This year we are happy to be at the 43rd place and in the company of so many other amazing professionals. 

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Communications Devolution or Revolution?

It’s trendy for big companies to devolve authority to operating units, and the jury is still out on whether or not making them compete as collections of smaller independent ones makes any sense (the management consultants who came up with the plans will be long gone before there’s a verdict).
 
But it’s already clear that giving marketing communicators responsibility for overarching corporate communications is dead on arrival.
 
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Seven Elements Needed to Refresh Your Brand

I originally published today’s post on Forbes. It appeared on their site on April 27, 2020.

Is it time for a brand refresh?

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