The connected customer: delivering an effortless experience | ITWeb

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.

Source: The connected customer: delivering an effortless experience | ITWeb

Before You Amaze Your Customers You Must Amaze Your Employees | CX Journey™

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.

Source: Before You Amaze Your Customers You Must Amaze Your Employees | CX Journey™

Customer Journey Mapping – are ‘static’ maps a waste of time and money? – I J Golding

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

Source: Customer Journey Mapping – are ‘static’ maps a waste of time and money? – I J Golding