Hans Willert’s Post

Customer experience (CX) professionals have more powerful technology at their fingertips than ever before, but true CX transformations don't begin with exciting or fancy new tools. Alex Mead nails this in a May 2023 article describing how deep customer understanding is crucial before implementing new solutions. Here are some key takeaways: Before evaluating data, identify your different customer segments (cohorts, personas) and map out their top 5 pain points. Once you understand the "what" and "why" of customer friction, start digging in.... 🔄 Frequency: How often are these issues happening? (daily, weekly, monthly?) 🆘 Root cause: What are the main reasons customers need help? Understanding current state deeply enables you to drive more effective solutions as well as track their impact back to the business. Now comes the fun part: building your strategic vision. In order for this part to be successful (and I cannot state this strongly enough).. Create strong relationships cross-departmentally! Elite CX programs have alignment with leadership from other departments. Without that key buy-in, your vision likely will not come to fruition as you intend. I’ll link the article in the comments as Alex goes in depth around ways to do this. 💡 One of his tips I love: Spend time with employees who are not customer facing. They might play a vital role in the CX chain without you or them even realizing it!

Maturing CX is an Imperative for Federal Agencies. In today’s fast-paced world, federal agencies face increasing pressure to deliver exceptional customer experience. Technical Assent has developed a comprehensive CX Capability Model and Assessment Tool to guide agencies on their journey to CX excellence. If you are a federal agency employee, you can use the tool to assess your current state, identify strengths and focus areas, and create a tailored roadmap for continuous improvement. Ready to elevate your agency’s customer experience? Dive into our latest blog post to learn more about our CX Model and how the tool can transform your service delivery. https://lnkd.in/gZVjYGQR And be sure to visit our table at the 2024 ACT-IAC CX Summit tomorrow to preview the tool! #CustomerExperience #CX #Government #TechnicalAssent #CXAssessment #ServicesThatInspire

Where Employee Experience and Customer Experience Align, and Where They Diverge: Aligning EX and CX efforts pays off. But the two shouldn't be treated the same. Here's where EX requires a different approach. Continue reading... #employeeexperience #employeerecognition

Very proud to launch Technical Assent's Customer Experience (CX) Capability Model and assessment! #CX teams in government may often still be just 1-2 passionate individuals pushing for change in their organization. As an "army of one" trying to mature CX capabilities in your organization, you face some daunting questions: 🤔 Where do you start? 👣 And once you know your priorities, what are your next steps? We designed this model and diagnostic tool to provide clarity and direction, drawing on interviews with CX strategists and program managers in the federal government to ensure it meets real-world needs. Built on that research and lessons learned from TA's nearly 100 CX projects over the past decade, the tool offers a practical way to assess priorities and chart a path forward. ✅ Take the assessment: https://lnkd.in/eiG5WhWf ✅ Get clear on your goals. ✅ Start building a roadmap for where to go next. 🤝 We're here to talk through next steps with you whenever you're ready. Special thanks to our government colleagues who informed the model, and the development team here at TA: Chris Bobbitt, Suzanne Couming Atchison, Evelyn Quinn, Emma Hersh, and George Hanssen. #customerexperience #servicedesign #cxmaturitymodel #governmentinnovation

LATEST 🚨: Customer experience professionals in our network are buzzing about some key trends that are shaping the future of CX. Here's what they're talking about: 👇👇👇 •Rising Expectations: Consumers now expect higher levels of service driven by technological advancements like AI. •Proactive Problem-Solving: Anticipating issues before they arise is crucial for enhancing customer satisfaction and loyalty. •Leveraging Data: Effective CRM systems that recognize and reward loyalty are essential for improving service recovery and retention. •Balancing AI with Human Touch: Combining AI efficiency with genuine human interaction is vital for building emotional connections with customers. •Meaningful Relationships: Building strong customer relationships requires regular evaluation of satisfaction and strategies to enhance experiences. •Meeting Younger Consumers' Demands: Younger generations demand quality and consistency from the outset, pushing businesses to adapt quickly. •Supportive Frontline Culture: The attitudes of frontline employees significantly impact customer interactions, underscoring the need for a supportive company culture. •Maximizing Contact Center Revenue: Focusing on sales metrics like average order value and conversion rates in contact centers is essential for boosting revenue. •Strategic Interactions: Encouraging reps to provide value in every interaction by sharing insights, discussing trends, and building trust is key. •Complex Customer Journeys: The modern customer journey is non-linear and filled with distractions, requiring consistent engagement across platforms to maintain interest and drive sales. Stay ahead of the curve by integrating these trends into your customer experience strategy. What trends are you seeing in your industry? Share your insights below! 👇

Our second article on the GovCX Journal issue of 2024 explores trends of practice in government CX from the Report on Customer Experience in Government. Based on research and expert consultation, the article highlights 19 global trends, including holistic approaches, digital enablement, and human-centered design. Read more: https://lnkd.in/dR6NeG8S

By combining forces, QuandaGo and Insocial - Feedback Solutions create a synergistic partnership that addresses the entire spectrum of CX management - Read more in our latest blog! #CXaaS #CXPartners 🚀

#ThrowbackThursday Forget data dashboards—CX excellence starts with genuine human connections! In this insightful read from Dennis Wakabayashi, discover how bridging employee experience (EX) and customer experience (CX) can transform your strategy. It's time to break silos, champion the customer's voice, and create lasting relationships that go beyond the numbers. Ready to reimagine CX and build an agile, human-centered strategy? #CXStrategy #CustomerExperience #EXtoCX #HumanConnection #BusinessGrowth

Boosting both Prima Metrics experience (EX) and customer experience (CX) can really take businesses to the next level. Here are some practical tips to consider: Get Everyone on the Same Page • Train Your Team: Make sure your employees have the tools and knowledge they need to provide great customer service. When they’re engaged and well-trained, customers notice. • Share Insights: Create ways for employees to share what they learn from customers. This feedback can help improve products and processes. Leverage Technology • Data Insights: Use data from both EX and CX to spot trends and challenges. Looking at customer feedback alongside employee satisfaction can uncover important insights. • Streamline with Automation: Implement tools that make operations smoother, freeing up employees to focus on what really matters. Improve Communication • Keep Everyone in the Loop: Ensure your team has clear communication channels. Informed employees are better equipped to serve customers. • Gather Customer Opinions: Regularly ask for customer feedback through surveys or focus groups to better understand their needs. Make It All About the Customer • Map the Customer Journey: Identify key moments where employees can enhance the experience. Streamlining these interactions can boost satisfaction and loyalty. • Empower Your Team: Give employees the authority to resolve customer issues on the spot. This speeds things up and improves the overall experience. • Embrace Continuous Improvement: Regularly review what’s working and what isn’t based on feedback from both employees and customers. Invest in Your People • Ongoing Implementstion and Training: Offer continuous training that covers both technical skills and soft skills, ensuring your team feels ready to meet customer needs. • Cross-Department Learning: Encourage employees to learn about other areas of the business. This builds collaboration and a broader understanding of the company. When you bring together EX and CX, you create a win-win situation: happy employees lead to satisfied customers, which drives business success. Focusing on both areas helps foster sustainable growth and gives your company a competitive edge. #PrimaMetrics #DataManagement #CX #CustomerExperience #EmployeeExperience #ProcessImprovement #DataAnalysis #TeamEfficiency #WorkflowOptimization

In alignment with the sentiments expressed by Aymen Ismail and echoed by Justin Robbins amongst others, I believe that the customer experience (CX) industry is at a critical juncture. Drawing from my observations, here are some of the challenges that signal potential trouble for CX: 1. Over-reliance on metrics: The transformation of customer care into a complex CX framework has led many organisations to become too focused on data and metrics. While performance metrics are important, an excessive focus can overshadow the human elements that are vital for building genuine customer relationships. 2. Emergence of analytical leaders: Many CX leaders today come from analytical fields, emphasising data interpretation over traditional customer service skills. This disconnect between data-driven strategies and the real emotions and needs of customers can undermine the fundamental purpose of CX. 3. The bottom-line mentality: In the pursuit of profitability within a globalised market, there's a risk of neglecting the nuanced aspects of customer experience. While profit is important, it shouldn't come at the expense of understanding diverse customer perspectives, especially in culturally varied markets. 4. USA-centric perspective: The origin of much CX thought leadership is from the USA which can limit its relevance in global contexts. This perspective risks alienating customers in regions where cultural expectations do not align with those prevalent in the USA. 5. Lack of frontline experience: A troubling trend is the absence of frontline experience among many CX leaders. Without firsthand knowledge of customer interactions, there is a risk of overlooking essential insights that could lead to more effective and empathetic strategies. These arguments serve as a call to action for CX leaders to reassess their strategies and strive for a balanced approach that values both data and human experience. As we collectively push for meaningful change in the industry, drawing insights from experienced voices like Aymen and supportive reaffirmations from Justin, it's crucial that we remain focused on the core essence of CX - building authentic, meaningful connections. In this high-stakes game of customer experience, it's time for a little Rusty investigation. Let’s peel back the layers of data and shine a light on the emotions lurking in the shadows to understand that "Metrics Don’t Hug Back", and that "In this racket, feelings aren’t fluff; they’re the spine of loyalty". Now, get to work on forging those authentic connections before the clock strikes twelve! In “The Cold Case of Data: Metrics Don’t Hug Back,” we’ll uncover the truth that behind every number lies a story yearning to be told. #CustomerExperience #CX #EmotionalIntelligence #DataDriven #AuthenticConnections #CustomerLoyalty #HumanExperience #CXLeadership #MetricsDontHugBack #RustySleuth #FeelingsMatter #CustomerRelations #EmotionalEngagement #Insights #CXStrategy