Customer Experience in the Post-COVID19 World
LAST UPDATE
October 09
’20
Summary
The onset of the COVID-19 pandemic has changed the CX world dramatically, some would say permanently. In a climate of uncertainty, customers need more than ever to trust businesses to deliver, and it is those organisations that listen to customers and their employees, and show the agility needed to meet the rapidly changing needs of both, that will prosper the most.
posted by
Gareth Jones
TAG CLASSIFICATION
CD
CX
LAST UPDATE
October 09
’20
CX Leaders: Lessons We’ve Learnt Over The Years
LAST UPDATE
October 09
’20
Summary
Having an effective customer strategy to ensure the delivery of the type of experience customers crave has been a goal for businesses for many years; the mechanisms used to achieve this, however, have had many different faces. Regrettably, the barriers that undermined the success of those early initiatives have not gone away, with businesses often failing to adapt to the lessons of the past.
posted by
Gareth Jones
TAG CLASSIFICATION
EX
CX
LAST UPDATE
October 09
’20
What Is the New Business Normal — How Do You Move Forward?
LAST UPDATE
June 18
’20
Summary
Your staff offer you the best insight for moving forward from Coronavirus – use our free employee experience survey to really understand your customers and what their needs are.
posted by
Gareth Jones
TAG CLASSIFICATION
CD
EX
CX
LAST UPDATE
June 18
’20
Cut Costs — Keep Customers Happy!
LAST UPDATE
June 01
’20
SUMMARY
Despite huge investment in processes, technology and staff training, organisations rarely achieve the improvements in CX and business performance they desire, calling into question the value of the effort they’ve put in. Customer Journey Mapping (CJM) has risen in popularity in an attempt to enhance the experience, but a lack of real focus on how the customer sees the world has undermined much of their effectiveness.
posted by
Gareth Jones
TAG CLASSIFICATION
CD
CJM
EX
CX
LAST UPDATE
June 01
’20
Organisational Challenges You Face Which Can Impact Your Customers
LAST UPDATE
May 20
’20
SUMMARY
There are several organisational challenges faced by most business which have a negative impact on your customers' experience with you, your team's effectiveness, and how your brand is perceived in the market.
posted by
Zoe Mol
TAG CLASSIFICATION
CM
CD
EX
LAST UPDATE
May 20
’20