Stay up to date with the latest customer experience thought leadership from our members
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…”
Celebrating Neurodiversity: A Parent’s Perspective
“And yet, there is something so pure about the honesty, integrity, and deep loyalty I see in autistic people. I especially love the creativity and ingenuity that comes from their ability to perceive and think differently.
I’ve seen first-hand the tremendous capacity to absorb information and learn every last detail of their favourite topics. I love how easily they accept difference in others while remaining true to themselves.
All this and more makes me question why we even call autistic people disabled. Certainly, they are differently abled, but…”
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…”
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