When scripts and protocol don't apply, perceived barriers hinder employees' from making the right decision for customers. We welcome back Laure Park of Quest Diagnostics to explain how they signaled to employees that it was okay to deviate from standard procedures, with good judgement. And to CX pros just getting started on the journey of CX transformation, Laure shares a couple notes about what she'd do differently from the get-go. This is part 2 of a two-part series. If you haven't listened to episode 100, we highly encourage you to do so before listening to this episode.
This report provides detailed guidance on how firms can make it easier to adopt and maintain customer-centric behaviors by removing barriers to employee behavior change and creating new processes and support structures that build rigor and routine.
In this week's episode of CX Cast we are joined by John Lincoln, the customer experience leader at Duke Energy, and Adele Sage, Principal Advisor from Forrester's Customer Experience Council. John shares his experience as a customer experience professional, first at Wachovia and then at Duke. He talks about how the utility has transformed its customer communications, has applied journey mapping, and how his expertise in facilitating StrengthsFinder workshops has helped him open more doors in the organization.
Thanks to John for sharing his wisdom.
It takes engaged employees and a customer-centric culture to achieve your customer experience goals. Companies can leverage employee onboarding as a key opportunity to set the stage for sustained employee engagement and build the right culture. In this episode, we discuss ways that CX pros can help evolve the onboarding experience — and make a connection with their new hires that leads to better experiences for their customers. For more on this topic, see the "Make (Or Break) Your CX Through Employee Onboarding" Forrester report.
In this week's episode of CX Cast, Sam Stern is on his own talking about how CX professionals can adapt their research and design skills to improve the employee experience too. He highlights several examples of how companies have taken this approach to transform their employee experiences, and how companies have started to look for emergent behaviors among employees that will provide the next improvement in either their employee or customer experiences.
Related Forrester research:
Personalization is all the hype, and for good reason: Consumers expect brands to leverage the data they exchange to deliver better experiences. But many personalized experiences today miss the mark. In this episode, we explain how to approach personalization programs with person-centric objectives. For more detailed guidance on how to develop person-first personalization programs, see the "Pivot To Person-First Personalization" Forrester report.
This week, we talk to analyst Andrew Hogan about Facebook's recent F8 conference. Andrew shares the big announcements that CX pros should pay attention to, including the huge number of chat bots, the increasing moves into augmented and virtual reality, and Facebook's push to get developers interested in customer research techniques and best practices.
Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in Forrester's Customer Experience Index (CX Index&trade from 2015 to 2016. In this episode, we discuss key takeaways of how those brands achieved significant CX improvements. For more insight, see the "How Companies Improved Their CX Index Scores, 2016" Forrester report.