Don’t Talk about Great CX Culture if You Don’t Know MED
Eglobalis
November 22, 2020
Recently, my insulin pump – which injects insulin in 24/7 mode – had a problem, after approximately 10 years of working perfectly. I believe the problem was related to the COVID-19 prevention procedures we adopted in our house and the constant cleaning of my pump with alcohol and disinfectant. The coil that injects the insulin pressed against the wall of the pump and opened it, as you can see in this photo. It could become a nightmare for any diabetic to have an issue like that with a pump, since your life depends on insulin.
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Tags: AI, Customer Experience, Innovation
How to avoid the damaging problem of customer experience dissonance
My Customer
November 18, 2020
I recently read a thought-provoking article from BCG that said there is often a great discrepancy between a company’s self-perceptions vs. the perception of the company’s customers or employees. Here I talk about the power of perception and how journey mapping can help your company close your own gaps and discern the actual situation.
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Tags: Customer Experience
Best Customer & Employee Experience Design Books 2020 2021 List
Eglobalis
November 14, 2020
This is our 2020/21 ‘’quarantine’’ list of best readings about Customer and Employee Experience, Customer Success, Innovation, and Design. The list features a great group of many new writers mixed with traditional ones. This year’s list also includes great European, Latino, and American authors. We hope you enjoy the list. I liked all of the books, and the list is not in order of preference, but in the order in which they were read. Let me know what you think. Below, we’ve also attached our previous lists for you to see. Enjoy these, and let me know what you are reading during your quarantine. Stay safe!
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Tags: Customer Experience, Design Thinking, Innovation, Customer Loyalty
How six principles of organisational adaptiveness can provide CX resilience
My Customer
November 13, 2020
When the pandemic started, many companies struggled. Almost overnight their employees and customer interactions were rendered obsolete, and everyone scrambled to adapt.
In subsequent months, we've seen some companies change quickly and effectively, while others have taken more time to develop new, streamlined experiences for their workflows and customer interactions. In supermarkets and grocery stores especially, we see a wide discrepancy between businesses - some have designed experiences that are safe, simplified, efficient and even convenient to consumers in unexpected ways, while others appear more reluctant or slow to respond to the urgent needs of their employees and customers.
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Tags: Customer Experience, Customer Loyalty
Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead
Eglobalis
November 07, 2020
We all know that consumer and employee sentiment and loyalty vary across multiple cultures and are impacted by personal situations, country situations, experiences (both CX and EX), and other market aspects. Each can be very different, even beyond interactions and communication channels. This is especially important as we await a COVID-19 vaccine and will continue to be crucial even afterward. Today, I will discuss 6 suggestions that can ensure your operations have a competitive advantage by achieving the right customer sentiment and commitment toward your brand.
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Tags: Customer Experience, Management, Customer Loyalty
Experience Perception – The Journey Design to Resonate with Customer and Employees… or Not
Eglobalis
October 26, 2020
Customer journey mapping is one of the tools and ‘’pillars’’ any organization utilizes to truly understand customer and employee journeys. This can and should also be used for designing the target governance and operation model that will help transform your company from within. The effect is to remove as much complexity as possible, while building a more adaptive and agile model for all aspects of your organization, from culture and capabilities to how the company manages employee and customer experience (EX and CX).
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Tags: Customer Experience, Design Thinking, Management
How to align professional services with customer experience management
MyCostumer
October 01, 2020
Whether you are delivering professional services, managed services, solutions, or consulting services, it is all about people’s ability to engage, question, listen, analyse, reflect, develop and deliver a solution for the benefit of the customer.
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Tags: Customer Experience, Management, HR
Is Your Professional Services in Alignment with Your Experience Management? Part I
Eglobalis
September 14, 2020
Professional Services (PS), consulting, customer sucess and any ‘’business to business’’ interaction – in the enterprise technology industry and other sectors – should be strictly aligned with your experience management approach as part of your company culture. You’ve probably already heard 1000 times that we in customer experience (CX) call these moments of truth “touch points” with our customers. During those interactions, you have the opportunity to demonstrate not just the best of your organization’s professionalism, but also your own. At the end of the day, experiences are created between individuals independently of being digital or physical.
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Tags: Customer Experience, Management, Culture
Stop focusing on NPS and concentrate on employee/customer criticism
MyCustomer
September 10, 2020
While NPS remains popular as "the one number you need to grow", customer and employee criticism are your real leverage tool for growth.
Although there is often a negative perception when it comes to receiving criticism, the truth is quite different. It can be a very positive gift to your organisation and can serve as a key tool for listening to your employees, partners and customers – regardless of which sector you’re in, or the type of product or service (digital or physical experience) you offer. Criticism is beneficial … if you use it to improve and grow.
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Tags: Customer Experience, Management
Customer and Employee Criticism: Your Leverage Tool for Growth
Eglobalis
September 09, 2020
Although there is often a negative perception when it comes to receiving criticism, the truth is quite different. It can be a very positive gift to your organization and can serve as a key tool for listening to your employees, partners, and customers – regardless of which sector you’re in, or the type of product or service (digital or physical experience) you offer. Criticism is beneficial … if you use it to improve and grow.
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Tags: Customer Experience, Design Thinking, Management
Defining a Customer Experience Culture: What needs to change first?
LinkedIn
August 13, 2020
The original article is available at Eglobalis.
This series of 4-5 articles, will discuss the fundamental mechanisms at play in simple and simplified (S+S) businesses that are not present yet in many organizations. You will see why these benefit customer experience, employee experience, real innovation and operational efficiencies to generate significant returns to customers and all stakeholders & shareholders.
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Tags: Customer Experience, Digital Transformation, Innovation
Is Your Diversity and Inclusiveness Real, or Imagined?
Eglobalis
August 02, 2020
Many organizations and individuals in the US have expressed profound changes of heart in recent weeks. They claim to have “opened their eyes” after watching the absurd killing of George Floyd. They are now willing to embrace change around this very important subject of discrimination and inclusion.
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Tags: Customer Experience, Digital Transformation, Innovation
Simplify employee and customer experiences to adapt and grow
Eglobalis
August 02, 2020
Customer experience has gained new significance now. I’m not here to provide any predictions, but rather I want to focus on practical experiences. Simplifying processes is critical because it can save costs and enhance experience outcomes, enabling necessary, practical adaptations. In turn, this ability to adapt can reignite real innovation, collaboration and product and service quality. I outline a plan that you can execute during the new normal of the pandemic to enhance process design, revise complexities and work toward uncomplicated procedures, ultimately leading to improved customer outcomes.
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Tags: Customer Experience, Digital Transformation, Innovation
The 6 CX Fundamentals of Organizational and Human Adaptiveness
Eglobalis
July 30, 2020
When the pandemic started, many companies struggled, from procurement, retails to high technology among several sectors. Almost overnight their employees and customer interactions were made obsolete, and everyone scrambled to adapt — both tech and non-tech sectors.
In the months since then, we have seen some companies change very quickly and effectively, while others are taking more time to develop new, streamlined experiences for their workflows and customer interactions. In supermarkets and grocery stores especially, we see a wide discrepancy between businesses, some of which have designed experiences that are safe, simplified, efficient, and even convenient to consumers in some unexpected ways. Others appear more reluctant or slow to respond to the urgent needs of their employees and customers.
What is it that enables some businesses to respond more effectively than others? They are more prepared, with leadership and employees accustomed to continuous change.
Like humans after a certain age, at some point organizations need to work to maintain fast-paced adaptiveness. That is not always easy, especially in our hyper-fast, always-evolving society. The key is to build a human-centered culture that focuses on relationships with customers and employees. In return, those relationships increase in effectiveness and value, and they grow.
Here are a few principles that help innovative companies train continuously, so when the world turns upside down, they still land on their feet. Hoping we have no next time after this pandemic.
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Tags: Cloud, Customer Experience, Innovation
How Complexities Prevent and Improve Employee and Customer Experience
Eglobalis
July 26, 2020
Is your organization losing value and capacity to complexity? In this article, we provide a short framework for understanding some of the most common sources of complexity in any organization, as well as a brief discussion of how to solve them with the right culture, processes, people and tools.
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Tags: Customer Experience, Design Thinking, Innovation, Customer Loyalty
Retail Digital Experience Can Still Satisfy Europeans during COVID-19
Eglobalis
July 14, 2020
Of all industries, Consumer-Packaged Goods (CPG) stands at an opportune turning point in mid-2020. Some retailers are hurting; others have never seen anything close to this level of growth. In the following article, we will analyze the business environment using recent surveys of European consumers and deliver practical advice to help retailers respond to current issues to gain trust, satisfy emerging demands, and grow.
As my usual readers know, Customer Experience (CX) runs deeper than service. But in this case, there is a hidden but critical element to the perception of a retail brand: the products that are delivered to your home, or organization. Procurement and supply chain (engine) are a major barometer for overall brand health and experience perception. Would you feel more protected if you knew how suppliers have adapted to the pandemic? Your customers would too.
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Tags: Customer Experience, Digital Transformation, Innovation
6 Ways to Boost Customer Experience Design Adoption & Growth
Eglobalis
June 28, 2020
Today, customers and employees are searching beyond the buzz word of “Customer Experience”, and “Employee Experience”; they are checking your governance complexities, procurement policies, purpose experience, what your company and you as a leader stand for. They watch your culture and leadership, your ability to change, adapt and evolve — from the largest structural change down to the smallest detail.
But given the massive number of factors here, what is the largest weight on the scale? Personal interactions with your organization. Your value is measured by engagement, the ability to develop meaningful relationships that helps you grow in value for all user groups — from customers and employees to partners and shareholders. If you can do that “small” thing then Annual Recurring Revenue (ARR), growth and new customers will come as a positive reward for a job well done.
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Tags: Customer Experience, Digital Transformation, Innovation
Deep Leadership: Act Boldly to Protect Customers, Employees and Partners
Eglobalis
June 16, 2020
Of all the changes we’ve seen over the last four or five months of this slow-motion nightmare, at least one thing has become clear. We all need security and empathy. The leaders who have shown they can listen to their communities and respond with transparency have made us feel secure and heard. So, use this crisis to change for the better! Your human-abilities are crucial for deep leadership through these times.
We are seeing a plenty of change now, as many European countries and some parts of MEA, North America, LATAM, and APAC cannot hide from Digital Transformation. It’s now a means of survival. Everyone is learning about ongoing adaptability to simplify customer and employee experience.
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Tags: Customer Experience, Digital Transformation, Innovation
A nice conversation with Engati Engage AI Customer Transformation, Change, Simplification & Real Innovation
Eglobalis
June 12, 2020
Recently, I had a very nice conversation with Engati Team about CX (Customer Transformation, Change, Simplification, & Real Innovation (Customer Experiences). Where they spoke with the top leaders on Customer Experience worldwide. Sharing a great video, podcasts, and articles. Whether your company is searching for #AI and chat-bots smart solutions Engati, should be within your radar of relevant options.
Here is part of my conversation, or you can visit their page directly. I hope you enjoy it!
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Tags: Customer Experience, Digital Transformation, Innovation
Medtronic Puts Humans FIRST in Heroic COVID-19 Response
Eglobalis
April 08, 2020
Some are supporting with resources; others are developing solutions; still others are adapting to our most urgent needs, changing and adjusting supply chain, logistics, R&D and operations, in order to produce more masks, gloves, ventilators and other key components and products. They all deserve our appreciation and praise.
However one company is actually going above and beyond any expectation: Medtronic, the world’s number one medical device company and already a powerhouse of top human innovation. In this perilous time Medtronic is giving away their ventilator IP so that any manufacturer with the capability can now produce some of the best ventilators on the planet and help prevent more COVID-19 deaths. Everyone should know about this self-sacrificing heroism.
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Tags: Customer Experience, Digital Transformation, Innovation
Customer Experience Best Books of 2019 – 2020 Readings
Eglobalis
November 21, 2019
I read this last year around 65-80 books. Here are the best books of 2019-2020. I’ve included the top 17 books that discuss topics such as Customer Experience, Employee Experience – Design, Analytics, Leadership, Innovation, Operations Experience and Real Innovation. You will also find a short list below of new books and some from our previous lists, that offer great added value– all related to customers.
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Tags: Customer Experience, Digital Transformation, Innovation
2 Key Starting Points!Developing a Simple and Simplified Corporate Experience Culture.
LinkedIn
March 15, 2019
Our world is becoming increasingly complicated, as abundance proves to have a double-edge. We are busier; we are inundated with ads; society places more and more expectations on us every year. We have so many more options, but we also have more choices.
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Tags: Customer Experience, Digital Transformation, Innovation
Creating a Customer Experience Culture: What needs to change first?
Eglobalis
March 10, 2019
This series of 4-5 articles, will discuss the fundamental mechanisms at play in simple and simplified (S+S) businesses that are not present yet in many organizations. You will see why these benefit customer experience, employee experience, real innovation and operational efficiencies to generate significant returns to customers and all stakeholders & shareholders.
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Tags: Customer Experience, Digital Transformation, Innovation
Best Customer Experience Books of 2018 and What to Look Out for in 2019
Eglobalis
December 05, 2018
2018 was a great year for some really thoughtful, engaging books about Customer Experience! As you can see from my list below, topics include some Design Thinking, Technology, Innovation and Organization Change as Marketing.
All of the books listed are a great read, all deeply related to customer experience, customer success, and subscription models and services.
Despite the size of the list, don’t be fooled–I really only included what I would consider my best readings. If you are someone who cares about Customer Experience, Customer Success and Top Quality of Services and Design, then add these to your queue.
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Tags: Customer Experience, Digital Transformation, Innovation
Tear Down This Wall: 27 Ways to Bridge the Gap between CX Company Silos
Eglobalis
February 25, 2018
Typical silos gaps problems are related to a lack of basic collaboration, communication and synchronization, and a well-defined values, principles and purpose related to the company culture. Our difficulties to ensure simple internal collaboration, in our search for efficiencies, and looking well-synchronized and as one entity in the customers’ eyes is improving but not yet solved generally speaking . Many of us assume that our companies can bridge the gap between business silos, and are doing things right, when in fact, they are not
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Tags: Customer Experience, Digital Transformation, Innovation
The 12 pieces of advice that can drastically improve Empathy & Efficiency in your Customer Services and Customer Experience! Act now!
LinkedIn
February 07, 2018
The Basics: People will remember your brand if you deliver a very good experience in a timely fashion.
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Tags: Customer Experience, Digital Transformation, Innovation
A customer doesn’t want to buy complexity. They want their problems solved with Quality People, Tech, Design and Customer Experience!
LinkedIn
January 11, 2018
This simple graph expresses and other professionals approach to delivering the right features at the right time with the right process and technology with minimal overwhelming user/customer impact and maximum intuitiveness. Those are the basic pillars that enable easy services, customer and user experiences and we will discuss it in deep in future articles about CX leadership.
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Tags: Customer Experience, Digital Transformation, Innovation
What are the 22 Commandments for dealing with Customer Experience & Design Crisis?
LinkedIn
November 28, 2017
So be prepared! It happens to all brands -- some more than others, yes. But all brands have the capacity to encounter a crisis of quality or experience at some point.. even yours.
The real test is how to be prepared with your talent to deal properly with those situations in customer interaction positions. This applies digitally and physically, and it applies in B2B and B2C.
This also speaks to the idea that focusing in customer experience, design, product, services and people quality are the key imperatives for organizations that want to be successful and consistent from the moment they start. Why?
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Tags: Customer Experience, Digital Transformation, Innovation
A Potential New “Q” Metric for Your Customer Experience and Design
LinkedIn
November 20, 2017
If we had a metric like that, and decision-makers were judged on it, it would strengthen the culture you need for quality services, products and the overall CX. Less people would cut corners on cost and other factors. Because their incentives would be connected to product quality, they would prioritize quality and design over cost measures. Quality is one of the main pillars of customer experience, loyalty, satisfaction, retention and revenue generation
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Tags: Customer Experience, Digital Transformation, Innovation
30 Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend!
How to Reignite the Human Experience - Through Change, Innovation, Complexity, and Simplicity in Order to Regain Adoption and Growth
Employee Led Transformation – With Lior Arussy Part II
Employee Led Transformation with Lior Arussy - Part I
CX Human Lab
Transforming the Digital Experience in Procurement with Dr. Marcell Vollmer
6 Ways to Boost Customer Experience Design Adoption & Growth
