Stay up to date with the latest customer experience thought leadership from our members
What Does the Future Hold for the CX Professional?
“With technological advancement, multiple channels, and new engagement expectations, how as CX-ers do we adapt our approach in order to design customer experiences that customers actually need, that brands want to offer, and that drive value for the organisation?
Technological advancement: With digital technologies impacting every aspect of our lives, businesses have no choice but to ‘digitally transform’ and adapt (or be left behind in the dust!). In order to create a positive customer experience…”
How to Manage Stress Through Self-Care
“Stress, if not acted upon, can be detrimental to both our mental and physical wellbeing. Recognising the early warning signs and exercising self-care (before we reach breaking point!) can help us to combat the dreaded burnout.
So, what are some of these early warning signs?
Feeling emotionally exhausted. We find ourselves regularly becoming irritable or impatient and snapping at others. Feeling restless and anxious. We’re unable to switch off or to ignore deadlines and demands. Feeling…”
Why Neurodivergence is a CX and Business Superpower
“Everyone is to some extent ‘differently abled’. Therefore, it’s somewhat bizarre that we’re only now just starting to talk about where neurodivergent professionals fit in our neurotypical world.
The reality is that companies who embrace neurodiversity are better positioned for success and would have what I call a ‘secret weapon’, a true competitive advantage.
Neurodivergent professionals bring colour, energy, and a point of difference that can’t be replicated.
Generally speaking, we’re also known to…”
6 Skills CX Professionals Need to Overcome Stakeholder Barriers
“The first step is recognising the point the business is at, identifying the stakeholders to influence, and understanding ‘the environment’ within which the business is operating. Business awareness is critical for diagnosing the approach one should take and the path needed to get there. When overcoming barriers, ‘think big and start small’, with proof being provided at the early stage of engagement. For example, starting with a discreet journey, single account, or location, and demonstrating tangible impacts. Overcoming the barriers put up by stakeholders is often a case of trial and error, with experience the greatest indicator of success (and with those who do succeed facing many challenges and setbacks in order to do…”
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