Customer Experience

Is your organization establishing new health & safety rules as a result of COVID-19? This is an opportunity to create a long-term competitive advantage.

Improve patient experience by first identifying points of patient frustration, and then targeting areas on the patient journey that need intervention.

When it comes to enacting change, how do you encourage your people to do it with a consistency that creates an effective and successful CX?

COVID-19 has created a radical sales shift from exchanging pleasantries to creating intimacy. Developing deeper client relationships is transformational.

As you continue to perfect your contactless customer experience, think about how your people will help bring the digital experience to life.

Due to the COVID-19 pandemic, shaking hands or giving hugs when you greet someone is likely a thing of the past. This pandemic has accelerated and intensified the need to reinvent the customer experience, too. We need to reinvent the handshake and CX – and we need to do it right now.

Right now you’re seeing the needs of your customers change dramatically, which requires operations changes.Your employee experience needs to change too.

Today I'm discussing change & consistent CX. Today you need to either keep pace with change or risk failure. And when it coems to CX, organizations need to be consistent because the experiences created for customers are the pathway to success or failure.

Yes, bots are taking over the tactical, but they won’t replace the humans – they’re here to help humans focus on the bigger and more strategic issues of CX.

The importance of exceptional service was ingrained in me before the term “customer experience” was ever created. My grandfather, and then my parents, operated the business with the following mindset: “The customer is always right – even when they’re wrong.”

My role, leading our CX team, gave me insight into how easy it is to initiate organizational change and how hard it is to sustain real change.