CX, EX and ROX Blog

Customer Experience: Communication in Times of Uncertainty (And Beyond)

I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then.

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Announcing the FWW: Futurelab Weekly Webinar

We are proud and happy to announce the launch of the Futurelab Weekly Webinar. As we have accumulated so many insights, cases and presentations over the past 17 years of customer strategy, CX, VoC and EX consultancy, we thought it’s about time to really start sharing that content - every Tuesday at 12.30 CET, so it's a nice half hour during your lunch break.

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ROX instead of ROI in the Contactcentre – a holistic approach

Join me for the webinar on Monday (in German).

Companies need a holistic understanding of the returns of a CX and EX program to take the contact center off the defensive and make it futureproof. Determining a Return on Experience (ROX) helps you show the rest of the organization that you are running a value center, not a cost center.

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Technology Trends Improving Customer Experience in 2020

Customer experience has become a necessity for business success. Every day, consumers have a greater ability to interact with businesses and brands, and the majority of them expect companies to understand their expectations from the start. Studies show that 73% of consumers say good experience with a company is instrumental in influencing their brand loyalty.

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Improve employee happiness by hiring the right candidates

According a research made by Oxford University – employees are 13% more productive when they are happy. Many companies have already understood this and have started to focus more of their efforts to keep the employee satisfaction score high. Regular team and company meetings, honest conversations, recognized progress, encouraged breaks and time off – all these are just some of the used methods.

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CX Journey™ Musings: Culture Is the Foundation

This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now.

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CX Journey™ Musings: Do Brands Really Care About Us?

Over the last few weeks, I’ve been writing about lessons and takeaways from the current crisis. This week, I’m channeling a post I wrote years ago called Do We Care About Brands?, which I shared again recently on social media. After re-reading that, it had me asking, “What about brands? Do they really care about us?”

People don’t care how much you know until they know how much you care.

-Theodore Roosevelt

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