Welcome to the 12th edition of the CX by Design Ideas newsletter, a monthly mailing by your hosts, Lis Hubert and Diana Sonis, with a focus on sharing human-centered ideas for business. Thank you for being here. We appreciate you. P.S. Was this email forwarded to you? You need your own!
Los Angeles, CA, Tuesday, September 1, 2020
Yep. It's September. How did we get here already?
The uncertainty of 2020 brought on a shift in customer experience priorities for many businesses regardless of industry. Specifically, digital services were thrust center stage in our remote-only environment.
Through numerous conversations with our customers and other businesses, here's what we learned in August:
- Businesses with established and flexible customer experience initiatives have been able to adjust roadmaps quickly. However, barriers remain. Extensive checks & balances of management approval (a.k.a. the proverbial "red tape") that provide in normal times, often hinder in times of stress. Likewise, legacy technology systems are also an issue when businesses need to transfer vital business operations online. Everyone is in the same boat.
- Those without an internal customer experience practice found themselves scrambling. When you don't have the customer experience data (or haven't had time to analyze whatever data you do have) to make decisions quickly in times of crisis, the entire ecosystem of your business - employees, customers, partners - suffers.
The good news is, it's never too late.
This month's theme explores how to establish an internal CX practice. To do that, we first define it, and then we explore initial steps to get started. And, we include a few interesting customer experience resources in times of crisis.
Finally, we're leading a free webinar on Friday, September 4th on how to create an organic conversation with your customers through your website's navigation. We believe it all starts with defining and designing for customer intentions. Register here for free. We'd love to see you there!