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CX and the new emotional reality

Updated: Apr 4, 2021

One of the questions that concerns me at the moment is how does CX look now and over the next 6 - 12 months? The second question is what should we be doing now to change?

There are a number of areas where CX changed. If you are a working in CX then these are the questions you have to be looking at. It is important that you are able to clearly articulate what has changed and and how you will deal with it.

For instance the entire customer survey industry can not compare old answers to new answers to build things like the NPS scores. Customer surveys have always been slightly less than ideal but now that lack of live connection to experience and moment in time means that you have to rewrite them all. Messages in IVR words on the website and in mails all need review now.

Organisations are really poor at managing customer emotions. A very famous business leader who I worked with on a global habit transformation, once said to me: Emotion is like dog poop - we all recognise it but we are not sure what to do when we are confronted by it. We are now up to eyes in emotion so we had better start dealing with it.

Next week I will be starting a new mini series of articles on things we have to change and I will also announce a couple of free online meetings where we can explore some of these challenges.

For today all I can say is try to remember all of the good advice there is out there about fighting loneliness and fear. Be nice to people create new habits for yourself that make you feel like you have helped.

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