CX, EX and ROX Blog

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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Customer Experience Challenges 2020

In February & March 2020 we ran research amongst CX professionals, to find out what their biggest challenges were. We wanted to take the pulse of the CX community. So we reached out to 144 CX professionals recruited via LinkedIn Survey question: What are the main obstacles on the path towards improved customer experience (CX)? Data collection finished before the COVID-19 outbreak to exclude its impact on the survey results.

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How to build your CX ROI model

If you have ever tried to prove that good customer experience equals more money for the company, you will know that this is more than complicated task. The data may not exist or be expensive to obtain. Unfortunately calculating the ROI of your CX efforts is usually one of the ways to get the needed budget for your strategy and bring everybody on board. 

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CX Journey™ Musings: Is Your Customer Experience Crisis Ready?

I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway.
 
There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is crisis ready? (Employee experience, too! This post applies to both!)
 
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CX Journey™ Musings: Great Change Is Preceded by Chaos

All great changes are preceded by chaos. -Deepak Chopra
 
Yes, we are living in challenging and uncertain times. Some might call this chaos, but I wouldn’t go that far at all. We will get through this. And when we do, we have a lot to take away from this crisis. This post is my take on one of those learnings. I’ll have more over the next few weeks.
 
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Your VoC Programme is underperforming - and you know it

This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you. 

However, 50% of all Voice of the Customer practitioners are unhappy with their programme.

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Futurelab launches QuickPulse - stay on top of the needs of your customers

While we are all adapting to the new (hopefully temporary) situation it is more important than ever to keep taking the pulse of your customers.

You are shifting your contact center, your opening hours, your product portfolio and all the other things you need to do to adapt – but do you know how your customers feel about it? Are you focusing your attention where they feel it should be going?

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Customer Love in the Time of Corona

My meetings in Germany got cancelled, so I tried to contact the airline to change my booking. Chat did not work. E-mail was not offered. Call centre kept on cutting me off for hours on end. Finally, someone in their overseas office answered. It took me more than 6 hours to get help.

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