Season 2 Episode 3
2021 CX Challenge –
The Key to Employee Understanding
About This Episide
2021 is the year that understanding the employee experience has become a front and center concern for many organizations. In a post-Covid world it’s more critical than ever for employers to understand what their unique group of employees need and how to prioritize a response.
– What are the biggest challenges to success in this area?
– Are some of those challenges similar to the ones businesses face as they seek to understand their customers?
– How are technological advances – for example in the area of voice analytics – setting up to hit employers hard and soon?
– How are some forward thinking businesses creating an employee focused culture?
– Will their creativity and dedication to their employees work for your business?
Resources
- The 2021 CX Challenge Survey results *** Requires free Talking CX signup (see below)
- Excerpt from the book “Profiling Humans from their Voice” – click here
- YouTube video on voice analytics – click here
- Harvard Business Review article about the Harvard Business School case study on businesses that avoided layoffs during Covid – click here
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Season 1 Episodes
CX Science #1 - What the 'Heck is CX Science
20 years into the modern CX movement executives believe CX is critical but to the CX discipline must become more formal, predictable, measurable and investable to continue to grow, moving from CX as Art to CX Science predictably impacting your Customer Experience Operating Model (CXOM).
CX Science #2 - Real CX Success is like Playing CX Jenga
We cover the building blocks of the CX discipline with a strong focus on CX Science and why creating great CX is a lot like a game of Jenga. From customer persona, customer journeys and your CX operating model of channels, people, process, cx tech, data, measurement systems, products, services and partner.
CX Science #3 - CX Strategy Scuffles - It's Ruff out There
Delivering any experience starts with who you are targeting and why it is of benefit to both your customers and to your business. A North Star CX Strategy & Vision to guide your investments and actions. Using Rover.com as a favorite example of how an example of how a great CX Strategy really works.
CX Science #4 - The Art of Knowing Your Customer
You cant define or deliver experiences to customers you don’t understand. We explore how personas, segments, audiences and experience journeys and journey maps help clarify interactions, painpoints and the key moments where you energize (or disappoint) your customers.
CX Science #5 - Delivering Your Experience Is A BOM
Your Business Operating Model (BOM) is crucial to delivering your experiences. Put simply your BOM comprises the channels your customers use to interact with you, the people, processes, technology and data that underpin your experiences, the partners you work with and the products and services that you offer.
CX Science #6 - Experience Design - Making Your Journey Map Work
Experience Design is where you decide how your customer experience journey will actually work, when implemented by your Business Operating Model (BOM) and what changes you may need to make to your BOM in order to realize the experience you want and your customers need.
CX Science #7 - CX Tech Stacking The Deck In Your Favor
Whether in design of the experience, delivery of the experience or measurement of the experience no experience today happens without technology. Your Design, Delivery, Management and Measurement Tech Stack is a critical segment of your enterprise technology architecture.
CX Science #8 - CX Measurement - At The Heart Of CX Improvement
At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are doing, use that to drive insights and act on it.
CX Conference Road Trips
3 months, 4 CX conferences including Forrester CX, Medallia's User Group, Chief Customer Officer Chicago and the inaugural Stratifyd user conference. Listen to what's happening in the world of CX as Graham discussed the hot topics of conversation at these key events.
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