Are you a CX Storyteller?

Is storytelling listed in your job description? Probably not. But maybe it should be. Storytelling makes an emotional connection that helps us better understand a situation or problem. CX professionals can use storytelling as one of their most effective tools.

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Changing Culture Through CX Rituals

Much of the CX conversation has shifted to focus on organizational culture. Sure, we have great customer listening efforts in place. Sure, we are asking the right questions of the right customers. Sure, we have people who want to do the right thing. Even with all of that, we don’t really feel that our organizations have truly embraced CX or that we are truly operating as customer-centric organizations.

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Infographic: Speed is of the Essence

Unlike the topic of personalization, it’s hard to have a conversation with customer experience professionals and not talk about speed. Companies are being challenged daily to “hurry up.” In the original Customers 2020 report, we predicted that immediate gratification won’t be fast enough; backed up by our latest Customers 2020 research, this prediction couldn’t be more true. Customers want companies who can resolve their issues and anticipate future challenges.

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Infographic: We expect a personalized experience

The initial title for this post was “Customers expect a personalized experience,” but doesn’t that sound like ‘us versus them’? It sounds like customers want this, but I don’t. The reality is, we all want to be treated like an individual. We want the companies we do business with to value us as a person, not a number. And, it doesn’t just apply to customers. It’s also about employees, partners, investors, our community, etc.

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