How do we ensure customer experience with our companies? The answer lies in the data, specifically in listening to what our customers are telling us.
Todd Gilliam from Comcast spoke to IQPC Digital / CX Network about how the company made a turnaround in the customer experience – 5 years to fix the basics….
I got involved in the initiative to establish a professional association for the CX industry because of a personal discomfort with some to the approaches to the discipline that I see from some big brands. Here’s an example…. Companies that equate CX to technology are not being accurate.
The vast majority (81%) of organisations also believe customer operations will be positively impacted by AI and CX robotics in the future, followed by business insight and customer intelligence (66%) and workplace management/operational productivity (53%). However, the implementation of AI remains difficult. Looking forward, businesses must find a solution for the current lack of skills across the business, which is currently considered a challenge for more than half (58%) of organisations today.
To me, this is great guidance for leadership
Maybe this is useful for you – I watch this Brian Tracy video often, as a remind for driving through my life goals and action plan.
12 Steps to Set and Achieve Any Goal
The Cult of Uncertainty: This is where the employee journey begins—day one of their experience with a company. It begins before they are even hired, with the application and interview up until the first day on the job. New employees don’t know what to expect, and so they have a feeling of uncertainty. They can only hope for a great experience. It is the company’s job to inform the employee of what to expect from day one, and remove any lingering uncertainty as soon as possible.
A lot has been spoken recently about the Fourth Industrial Revolution and the impact that it will have on business, says Lisa Schneider, managing director of the Digital School of Marketing. She says that the automation of processes will increase productivity in business one-hundred fold.
If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a huge believer in the application of the ‘science’ of customer experience – an understanding of; and the ability to apply; the competencies that sit behind