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In: Covid-19, Crisis Management, Customer Experience

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 →

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In: Covid-19, Crisis Management

If you are leading a customer support team in the midst of Covid-19 you know that the show must go on. Regardless of the pandemic, customers still need their software to work, their hardware to process transactions and the cloud services to be available. The Operations Blog has gathered together the best resources across the internet to help you manage customer support and operations teams amidst the Covid-19 pandemic challenges. The content is broken down into three segments and this blog post will be updated regularly. Managing Remote Workers Through Covid-19. Managing Customer Service, CX and Business Operations. HR View: Wellness, Privacy – Coronavirus. 1)Read More →