Stay up to date with the latest customer experience thought leadership from our members
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…”
Next-Generation Retail: How Can Brands Shape CX Post-Covid?
“How should online retailers and brands be thinking about CX in response to changes in customer behaviour as a result of Covid-19?
The old models for building an ideal customer experience (CX) online and in-store have been upended and fundamentally changed during the course of the pandemic. Where once the focus was on building different CX for each channel, Covid-19 has served as a wakeup call to build a strategy around the customer that can deliver a seamless, consistent and frictionless experience for the whole buying journey, no matter the channel nor the…”
The Rainbow Profits: Pride, Performative Allyship, and Women in CX
Diversity and inclusion is a hot topic in CX, but the conversations (in fact, most CX conversations) seem to happen between white, middle-aged, heterosexual, cisgender people.
22 and queer, I work at Women in CX (WiCX), a global online community platform uniting women around the world through an interest in customer experience.
Here we’ve seen women using their voices on a range of topics, instigating discussions, and providing support for one another. This Pride month, WiCX inspired me and my *LGBTQ+ CX sisters to use our voices to speak up about the disingenuous, tokenistic nature of many corporate initiatives around this time of year known as ‘performative allyship’…
View from across the data lake – Sarah Curran Usher MBE on how retailers can leverage insight to inform CX strategies
Using data to learn about a customer and market in a meaningful way strikes me as one of the biggest competitive opportunities in retail still available. Consumers don’t just wear brands, they own and live them, and they are telling the world what they want through Facebook, TikTok, Instagram, YouTube, and blog sites… but are brands listening?
The rewards are significant because retailers can then act in near real time based on what they are seeing on particular spending trends so they can make seasonal product drops rather than holding stock for months ahead. They can identify their full price shoppers as opposed to discount-only shoppers, and play to their strengths…
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