HX Roundup March 2020 – The Latest in CX, EX and Human Experience

March HX Roundup

This month’s Human Experience round up includes pieces from Forrester, Qualtrics, Groove, Opus Energy, Software Advice (Gartner) and Intercom…


Building A Compelling CX Business Case

Principal Analyst Maxie Schmidt tells us that a persuasive customer experience (CX) business case delivers on the two Ms: measurable and meaningful. She talks about key metrics, soft and hard skills and how you can tap into other company resources to find the metrics that matter.

If you’d like a copy of Maxie’s EX Management Best Practices report, you can download a free copy here. The report describes how EX leaders can measure EX in ways that are both more efficient and more reflective of what matters to employees.

Listen Now: https://go.forrester.com/what-it-means/ep157-cx-business-case/ (Forrester podcast ft Maxie Schmidt, Principal Analyst)

Modern Thinking For Customer Experience Indexes

Following on nicely, Lynn Hunsaker from Clear Action talks about how the picture painted by customer experience indexes should be an accurate representation of reality, generating appropriate behaviors and outcomes. She provides a concise outline of the main CX Indexes;

  • NPS
  • CSAT
  • Customer Health
  • ROI
  • Money-Quantified Top vs. Bottom Box
  • Loyalty / Secure Customer Index
  • CX Value Quotient
  • Customer Lifetime Value

Finishing with “In the 2020s my hope is that customer experience leaders will emphasize Value Quotient and Lifetime Value as their most meaningful indexes.” Having read the article, which indexes do you think are most relevant for you?

Read Full Article: https://customerthink.com/modern-thinking-for-customer-experience-indexes/ (Lynn Hunsaker, Customer Think)

Employee Engagement According To Maslow’s Pyramid Of Needs

We all know Maslow’s pyramid of needs, right? Well take a look at this and if it tickles your fancy head on over and read the full article at Opus Energy.

Read Full Article: https://www.opusenergy.com/brighter-business/employee-engagement-according-to-maslows-pyramid-of-needs/ (Opus Energy)

Listening is More Important Than Ever: Qualtrics is now offering its survey software for free

Yes, you heard correctly – Qualtics is now offering a free package and it couldn’t have come at a better time. In response to COVID-19,  Quatrics released their news saying,

“As these rapid changes are taking place, what has become clear to us is that asking employees, customers, patients, citizens, and suppliers what they need and how they feel is a public good. That’s why, effective immediately, Qualtrics will provide free basic access to our survey engine for everyone, indefinitely. These new solutions are now available for free with Qualtrics Surveys.”

So if you’re not already using Qualtrics why not give it a try? You’ll also be able to try out our Qualtrics integration to analyse your data.

Read Full Article: https://www.qualtrics.com/blog/qualtrics-survey-software-free/ (Qualtrics)

Measuring The Hidden Drivers Of Customer Journeys With Ai: Key Takeaways For Cx Pros

One from our CEO, Chris Johnston talks about the electrocardiogram or ECG – small adhesive-backed electrodes placed on your chest to record the electrical activity in your heart and identify the root cause of any issues and how there currently is not a standard robust measurement to evaluate all aspects of customer experience providing actionable ‘traces’ across the customer journey.

He talks about how emotion drives action and goal-oriented behaviour, saying that the customer/employee aka human experiences that stimulate emotions will influence the decisions that they make towards that goal or ‘job to be done’.

Read Full Article: https://adoreboard.com/blog/measuring-the-hidden-drivers-of-customer-journeys-with-ai-key-takeaways-for-cx-pros (Chris Johnston, CEO, Adoreboard)

Use Patient Preference To Improve Patient Care Through Technology [study]

At no time in modern history has so much attention and focus been on medical/health industry. This survey by Gartner’s Software Advice of 1,000 U.S. patients about their opinions, preferences, and expectations around three major healthcare technologies: artificial intelligence (AI), telemedicine, and EHRs, with 3 main findings.

Read Full Article: https://www.softwareadvice.com/resources/improve-patient-care-through-technology/ (Lisa Hedges, Content Analyst Software Advice)

Don’t Forget Your Customer After They Become Your Customer

If the start of this article isn’t enough to peak your interest, I’m not sure what would be!…

“Nine times. Are you sure?” My friend sitting across the restaurant table assured me I’d heard him correctly.

“That’s impressive,” I said. 

He’d just told me the industrial equipment manufacturer he worked for deliberately sold its main product at a break-even or occasional small loss, yet remained successful because it focussed not on the original sale, but on the customer experience delivered after the sale….

Read Full Article: https://www.cmswire.com/customer-experience/dont-forget-your-customer-after-they-become-your-customer/ (Alan J. Porter, CMS Wire)

The Employee Experience Of A Pandemic

Pandemic. If only it was still more commonly used to talk about the board game rather filling our news and daily communication. During this free, on-demand webinar VP and Principal Analyst James McQuivey will share insights from the people who help you deliver value — arguably your most critical asset — and how they are experiencing this state of potential anxiety:

  • How concerned employees are in general.
  • How confident they are with their companies’ response so far.
  • How sure they are that their leadership has a plan and has communicated it well.
  • How will the employee experience of the pandemic impact the way business gets done.

Get the webinar here: https://go.forrester.com/pandemic-ex-webinar/ (James L. McQuivey VP, Principal Analyst, Forrester)

How To Manage Your Support Communications During A Crisis

Intercom are renowned for their awesome blog posts and this one is no different. Following on from Forrester webinar, now you know how people are feeling, it’s time to take action. Yes, it’s pretty common knowledge for most of us but sometimes a refresh and simple article can help clarify what you need to do. And yeah, it’s a cool product too!

Read Full Article: https://www.intercom.com/blog/customer-communications-in-a-crisis/ (Zara Burke – Editor, Intercom)

Customer Experience Analytics: 10 Metrics To Get CX A Seat At The Table

Closing this month’s HX Roundup is Groove’s guide that covers the ten most valuable customer experience metrics for small to medium businesses broken down in practical terms. It’s a beautiful beast of an article — both pretty and meaty. We’ve popped one image below to give you a taster.

If you’d like advanced emotion analysis of any open text data – be that from Groove or any other platform just give us a shout and we can show you the power of Emotics.

Read Full Article: https://www.groovehq.com/blog/customer-experience-analytics (Melissa Rossen, CX Lead and content creator at Groove)

That’s all, folks. Enjoy! 

If you’d like a personalised demo of Emotics, our human experience measurement, customer journey and emotion analytics platform click here — we can collect data from social media or Glassdoor to give you a demo using relevant data…or make use of our new Qualtrics integration (view webinar here!).

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