12 new strategies making us optimistic for the future of CX
MyCustomer.com
February 10, 2021
A new year demands new CX strategies. Peter Dorrington outlines some of the key CX strategies that he believes will be high on boardroom agenda for this year - and that make him cautiously optimistic for the future of CX.
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Tags: Business Strategy, Customer Experience, Innovation
Where are we today with remote working?
HRZone.com
February 05, 2021
In this article, I want to share my thoughts about remote and hybrid-working: where we are today, how we got here, and what the future may look like. To do so, I will use an adapted version of the 'Hype Cycle'
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Tags: Future of Work, Health and Wellness, HR
Are customers trading their digital souls for better CX?
MyCustomer.com
February 02, 2021
Customers are seemingly happy to trade their data for more online choice and convenience, clicking 'accept all' without a thought. But should customers and companies care more about about this Faustian pact?
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Tags: AI, Customer Experience, Privacy
A New Year Demands a New CX
MarketingWeek Greece
January 19, 2021
The English Translation of an article published by MarketingWeek Greece in which I discuss why CX Leaders and Professionals must rethink strategy for 2021
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Tags: Business Strategy, Customer Experience, Leadership
Why AI and human-centred design should be the priorities for restarting CX programmes
MyCustomer.com
November 13, 2020
The latest CX Strategy Forum concluded that customer experience has had a turbulent 2020, with many programmes stalling - but as attention turns back to customer experience, there are some key areas to focus on.
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Tags: AI, Customer Experience, Design Thinking
What research tells us about the key requirements of empathetic service - and its obstacles
MyCustomer.com
October 22, 2020
‘Empathetic business’ may well be the next competitive battleground, but it will require more than just clever technology or process optimisation.
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Tags: Analytics, Customer Experience, Customer Loyalty
Has the growing interest in corporate empathy produced a wave of sociopaths?
MyCustomer.com
September 14, 2020
I explore some of the darker aspects of corporate empathy - and how the unscrupulous hope to use it to further their own commercial interests at the expense of their customers and society at large.
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Tags: Customer Experience, Customer Loyalty
Privacy in the age of digital transformation
XMplify Consulting
September 10, 2020
I had the enormous privilege to moderate a panel of experts as we discussed the current state of digital transformation, what does privacy actually now mean and is there any way to guarantee it in today's digitised world?
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Tags: Cybersecurity, Digital Transformation, Privacy
How does empathy influence customer service - and what is working well?
MyCustomer.com
August 20, 2020
Following his appearance as a panellist on MyCustomer's live roundtable discussing empathy in service, Peter digs deeper into how organisations embed empathy.
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Tags: Customer Experience, Customer Loyalty
CX professionals need to prepare for budget cuts
MyCustomer.com
July 03, 2020
There can be little doubt that we are about to enter a recession; the only question is 'how deep?' Unfortunately, the potential impact on customer experience programs, and the professionals who lead them, may be just as profound.
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Tags: Customer Experience, Management
Comparing the ROI of different customer experience strategies
MyCustomer.com
June 08, 2020
When calculating the ROI of CX programmes, it's tempting to aggregate both costs and benefits across all channels - but this would be a mistake, because different approaches have different costs and returns.
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Tags: Customer Experience, Management
Selling the value of customer experience to the Board in the wake of COVID-19
MyCustomer.com
May 28, 2020
There's never been a greater need for a customer-centric focus, but there's a danger that CX programmes will be affected by a drive to cut costs. So how do you make your case to the Board? Here's what appeals to a number of senior leadership roles and why.
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Tags: Customer Experience
How to cope with imposter syndrome during a crisis
HRZone.com
May 04, 2020
Do you suffer from imposter syndrome? Peter Dorrington – Founder of XMplify Consulting – and Tara Halliday – international best-selling author of Unmasking – The Coach's Guide to Imposter Syndrome outline the steps you can take during this period of self-isolation to mitigate the risks to your mental and physical health.
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Tags: Health and Wellness, Mental Health
Anticipating the world after coronavirus
MyCustomer.com
April 22, 2020
If there is one thing that anyone can say with any confidence right now, it's that the world after coronavirus is going to look nothing like the world of 2019. Every aspect of our lives will be affected, as will every organisation, globally! Some will weather the storm, many will not - so how can you prepare?
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Tags: COVID19
How to calculate the ROI of your customer experience programme
MyCustomer.com
April 07, 2020
New MyCustomer research reveals that only a third of CX leaders measure their programme's business value with financial metrics. So how do you do it?
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Tags: Customer Experience
Five key areas to apply innovative people analytics
HRZone
April 03, 2020
By embracing more innovative people analytics to impact the full employee lifecycle, HR and the wider business will see more meaningful change.
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Tags: Future of Work, HR
The seven evolutionary stages of analytics in the contact centre: How evolved are you?
MyCustomer.com
March 10, 2020
What typifies the evolution of analytical capabilities in the contact centre - and where are you?
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Tags: Customer Experience
CX strategy ran out of steam? How to renew your programme in 90 days
MyCustomer.com
February 20, 2020
Many organisations have worked through their first phase of customer experience change and are struggling to identify what they should do next, while under pressure to demonstrate the ROI of CX investments. Peter Dorrington outlines a 90-day framework to steer your way forward.
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Tags: Customer Experience
Launching an Experience Management (XM) Program in 3 months
XMplify Consulting
February 05, 2020
A short blog in which I share my thoughts about how to quick-start an Experience Management (XM) program
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Tags: Business Strategy, Change Management, Customer Experience
Who are the many customer experience voices going unheard - and how is their absence harmful?
MyCustomer.com
December 31, 1969
There are many more voices that can contribute to our understanding of customer experience than most organisations realise.
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Tags: Customer Experience
Direction and Pace of Reforms for the Post Pandemic Period
Institute of Technology & Science (I.T.S) Mohan Nagar Ghaziabad
February 20, 2021
As a guest speaker at the Virtual Business Summit 2021, I gave a short keynote presentation, followed by being part of an expert panel to discuss what the future holds in a post-pandmic world.
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Tags: Business Strategy, COVID19, Leadership
The Need for New CX Strategies for a New Year
Boussias Communications (Athens)
January 28, 2021
I was the opening keynote speaker when the CX Summit 2021 returned live on on January 28, to show why CX is the driving force in a complex and more digital world.
In addition to being a speaker, I moderated an expert panel on 'How to lead the CX Culture (R)Evolution
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Tags: Business Strategy, Customer Experience, Leadership
Customer Engagement in the Experience Economy
Smart Communications + Connected Business Expo
November 11, 2020
This video is a recording of my presentation given at the Smart Communications & Connected Business Virtual Expo
Even though we've had the technology to deliver personalised communications for some time, too many organisations are still using undifferentiated messages.
So, is it any surprise that customers are switching to businesses they feel more ‘connected to'?
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Tags: CRM, Customer Experience, Digital Transformation
Value Chain Analytics in our ‘New Strange’ World,
Global Sourcing Association (UK)
September 30, 2020
I gave a short presentation on Value Chain Analytics in our ‘New Strange’ World, examining how data can be captured from along the value chain and analysed to identify, to secure and optimise the supply journey. As well as some of the challenges businesses face.
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Tags: Analytics, Procurement, Supply Chain
From Customer Emotions to Actionable Insights
Alta Plana Corp
July 23, 2020
A recording of my Keynote presentation at the CX-Emotion conference
In this session, I covered turning emotional insights about customers into actions that; differentiate you from your competition, increases sales, protects margins, improves customer satisfaction / advocacy, lowers costs, and reduces customer attrition (churn).
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Tags: AI, Customer Experience, Innovation
From Customer Emotions to Actionable Insights
Alta Plana Corp
July 22, 2020
CX Emotion presentations and panels covered customer (CX), digital (DX), and user (UX) experience strategy and practice, and sentiment, social, behavior, and emotion technologies.
In my presentation I showed how to 'operationalise emotions' in practical ways.
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Tags: AI, Customer Experience, Emerging Technology
Predictive Behavioural Analytics' role in Customer Experience
CX Goalkeeper
December 19, 2020
I had the pleasure to talk with Gregorio Uglioni in an episode of the CX Goalkeeper Webcast.
In this video, we discuss how Predictive Behavioural Analytics (a combination of data and behavioural science) can help an organisation to understand why people do what they do, what they are likely to do next, and how an organisation should respond.
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Tags: AI, Analytics, Customer Experience
Are you listening to your customers?
DLA Ignite on YouTube
June 10, 2020
In this video blog, I talk with Alexander Low of DLA Ignite about the nature of customer experience
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Tags: Customer Experience, Social
Know me, not about me
Alexander Low - The death of a Salesman
June 09, 2020
In this Podcast, Alexander Low and I discuss the nature of Customer Experience
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Tags: Customer Experience, Social
Ensuring organisations factor in emotions in customer service design
IDC
June 03, 2020
A video with IDC's "DevOps Drinks with Gina" where IDC's Gina Smith and Michael Araneta, and I discuss 'Emotive Banking'
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Tags: Customer Experience, FinTech, DevOps
Leading the CX Culture (R)Evolution
CX Summit 2021
January 28, 2021
This is a recording of a panel discussion I moderated at the CX Summit - 28 January 2021. We covered topics such as: - What do we mean by ‘CX culture’? - How does it add value? - What needs to change and how?
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Tags: Change Management, Culture, Customer Experience
The Future of AI in Customer Service
Genesys
November 06, 2020
In this video, Peter speaks with three internationally recognised experts in the field of Artificial Intelligence about what the future holds for AI and Customer Service.
The discussion covered:
- The current state of AI in Customer Service
- The importance of empathy in customer service and the role of AI
- What the future holds for AI, and
- What we should be thinking about today, ahead of an AI-enabled tomorrow.
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Tags: AI, Cloud, Customer Experience
The Road to Recovery - CTO/CIO Perspective
XMplify Consulting
October 22, 2020
The CTO role is primarily focused on the scientific and technological enablement within a business and the CIO helps to set and lead the information technology strategy for an organisation
Both are increasingly vital to the overall performance of a business and this video panel discussed some of the experiencea and challenges they face, adapting to a post-lockdown world.
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Tags: Business Strategy, COVID19, Leadership
The Road to Recovery - CHRO Perspective
XMplify Consulting
October 22, 2020
The Chief Human Resources Officer’s role is to lead a company’s human capital strategy and its people management.
They are responsible for human resource management, including talent acquisition, development, motivation, and creating a positive work culture leading to high employee engagement.
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Tags: COVID19, Future of Work, HR
Panel: Fully remote contact centres: How will you interact with your customers in the future?
UC Expo
September 30, 2020
I chaired a panel discussion where we discussed:
- How have customers' habits changed as a result of lockdown? What experience are they after?
- How can you reduce the strain on the contact centre of the future?
- Examining the next year: What could change and how do you need to prepare?
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Panel: What Is privacy In the age of digital transformation?
Executive Leaders Network
September 10, 2020
I moderated a panel discussion on the need for privacy In the age of digital transformation, in which we discussed 'In our current state of digital transformation, what does privacy actually mean and is there any way to guarantee it in today's digitised world?'
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Tags: Cybersecurity, Privacy
Leading with feeling - The future of retail
XMplify Consulting
July 02, 2020
The 'Leading with Feeling' series is a video briefing specifically designed for a senior-level audience, hosted by Martin Hill-Wilson and Peter Dorrington, with an industry expert.
Together, we addressed the (then) topical area of concern for business leaders as we entered a ‘new strange’ of world, where COVID-19 is a fact of life. The series has a particular focus on what all this means to people: customers, employees and business partners.
In this inaugral episode, Martin and Peter were joined by Greg Randall of Comma Consulting and an international expert on retail and eCommerce. Greg shares some of the findings of a major retail research program, as well as what retailers need to be considering, planning and doing.
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Tags: Business Strategy, COVID19, Customer Experience
Data Breaches & Crisis Communication
Executive Leaders Network
June 12, 2020
I moderated a panel debate, that discussed how best to manage data breaches within a global pandemic, including the requirements to notify customers, incident management and the challenges of this within a worldwide remote working culture at the European privacy & security summit
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Tags: Cybersecurity, Privacy
Improving and aligning your operation through Innovation and Automation
Executive Leaders Network
April 28, 2020
I was part of an online panel at The innovation summit: fuelling growth in a volatile world
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Tags: Digital Disruption, Digital Transformation, Leadership
The Value of Empathy on the Frontline and to the Bottom Line
AskNicely
November 12, 2020
The virtual summit for operations, marketing, customer experience, and people leaders committed to making frontline work awesome.
My presentation discussed recent research into the role of empathy in Customer Service environments
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Tags: Customer Experience, Customer Loyalty, Emerging Technology
Distributed but not disconnected: Improving customer and user experience
DTX & UCX
September 09, 2020
Successful (digital transformation) DX is not just about technology. Enterprises need to think about how to go beyond the C-suite, down to the workers who will be incorporating new technology and processes into their daily tasks – and think about the impact digital transformation will have on workers at every level.
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Tags: Customer Experience, Digital Transformation
If only you knew why your customers do what they do
Executive Leaders Network
March 12, 2020
In this presentation I talked about how advances in understanding customer motivation can lead to tangible business results. I also took part in a panel discussion on digital transformation.
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Tags: Analytics, Customer Experience
From Customer Emotions to Actionable Insights
Saudi Mobile Show
September 21, 0202
In addition to moderating 2 expert panels, I gave a presentation in which I discussed how to gather data about customer behaviour and convert it into data that an organisation can act upon.
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Tags: Analytics, Customer Experience, Digital Transformation
Maximising Customer Value in Banking using Predictive Behavioural Analytics
Maveric Systems
September 09, 2020
This video, produced with the Maveric Systems, is a recording of a webinar where I explain how leveraginge predictive behavioural analytics can improve customer satisfaction, drive sales, maximise CLTV and reduce cost in retail banking, but the insights we share are equally applicable to other B2C sectors.
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Tags: Analytics, Customer Experience, FinTech
Proving the Value of CX in Recessionary Times
XMplify Consulting
July 19, 2020
This video explains how to make a compelling business case for Customer Experience in business terms that will appeal to senior managers.
It is re-recording of my contribution to a webinar on this subject that was hosted by the Customer Experience Professionals Association (CXPA) Ireland. (If you are a member of CXPA Ireland, you can get access to the original, full video)
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Tags: Business Strategy, Customer Experience, Management
Customer Experience Update - 'Best of the Day' (multiple)
CX Stars Top 50 CX influencer
Best for Customer & Employee Experience Management, 2020 - Hampshire
How to start making the case for investment in customer experience
