This week I had the opportunity to attend the webinar “Managing Customer Experience In a Downturn”, led by Bruce Temkin, the head of the CX Institute for Qualtrics. I recently joked that if Bruce Temkin had a fan club that I would be one of the first members! His advice and content is always spot on and very helpful. Bruce covered a number of topics in this webinar. These included leading through a downturn, the role of experience management and an approach to adjusting CX programs during a crisis. Here are 3 key takeaways from the“Managing Customer Experience In a Downturn” webinar. I hope youRead More →

Earlier this week I attended a CXPA Customer Experience networking event and the discussion topic was customer experience technology- how it can help or harm the customer experience. 12 CX leaders across industries and verticals shared some of their current technology pain points and opportunities. We then honed in on the major takeaways and go forward actions from the discussion. As I reflect back on CX technology discussions over the past 10-15 years, the focus has often been about cost reduction. Specifically, how we can minimize the cost of human resources by getting customers to self service, go online and/or use IVR functionality. There wasRead More →

Next week I am participating in the Consero Customer Experience Forum with a number of other Customer Experience leaders across industries. As part of the event, I am participating in a panel discussion about the future of customer experience and related trends. We will discuss what customers want and need, and why, now and in the years to come. In preparation for the conference, I completed external research and benchmarking, looking at what customer experience experts have to say. I also considered my own personal experiences and observations. This led to the identification of the following 8 customer experience trends for 2016 and beyond, whichRead More →