HX Roundup September 2019 – The Latest in CX, EX and Human Experience

Welcome to our HX Roundup of September where we’ll be delivering you the best experience-related articles and reports from the last month. From big brands to small independents you’ll find a curated list right here (or sign up to have it delivered directly to your inbox).

Sources this month include MyCustomer, the HX Academy, KPMG, People Insight, McKinsey, People Insight, Experience Investigators and CIO.com


10 Examples of Customer Experience Turnarounds

CX enthusiast Blake Morgan is at it again with an informative piece for Forbes outlining ten examples of companies that have turned their customer experience around and what other companies can learn from them. The companies include Adidas, Microsoft and Starbucks to name a few. 

Blake uses these examples to highlight how investing in customer experience can have a dramatic impact on the success and bottom line of a company.

Source: Forbes, Black Morgan, September 16th, 2019.

Don’t miss our upcoming webinar on October 9th at 2 pm: Employee Experience (EX) Measurement Best Practices with special guest speaker Chris Henry from Allstate. Register for access and free recording

The Direct Connection Between Employee Experience and Customer Experience (And How to Improve Both)

This article in Forbes communications council explains the undeniable link between employee and customer experience. A link that we focus on with our HX academy.

The article emphasises the importance of starting with your employee experience to help brands improve their customer experience with a corresponding increase in ROI. The article outlines ways to turn your employees into spokespeople for your brand, personal influencers and ways to measure employee experience via employee surveys.

Source: Forbes, James Gilbert, September 4th, 2019.

The HX Academy Meets Ben Whitter, Mr Employee Experience

This one may be a shameless plug from our own website but it’s a goodie. We sat down with Mr employee experience, Ben Whitter a keynote speaker and author of Employee Experience: Develop a Happy, Productive and Supported Workforce for Exceptional Individual and Business Performance. 

We asked him questions about his book, the writing process, the world of employee experience and any learnings he had along the way. 

Source: Adoreboard, September 2019.

Employee Experience vs Employee Engagement: What’s the Difference?

Peopleinsight.co.uk have put together a post explaining all things employee experience and engagement. It has definitions, comparisons and examples. It’s your one-stop-shop if you need to know the difference between employee experience and engagement. The post goes that bit further into explaining why companies should focus on employee experience claiming “a poor employee experience at any point in the lifecycle can lead to disengagement, leading to increased absence, lower productivity, increased accidents and higher employee turnover.” 

Source: Peopleinsight, September 4th, 2019.

50 Stats that Prove the Value of Customer Experience

It’s not often we include two posts from the same person in one HX roundup but this fact-filled post from Blake Morgan again was too good not to include. She provides fifty statistics or quotes that prove the value of customer experience to any business. A great article to convince anyone of the power of customer experience.

Source: Forbes, September 24th, 2019.

The Future of Customer Experience – Where Leaders can Focus Today?

Jeannie Walters the leader of the 21-Day Customer Experience Challenge, put together an introductory article highlighting three areas CX leaders should focus on to improve their future customer experience. One of her recommendations includes “harmonizing automation and humanity”. Companies measuring human experience by viewing their customers as human will continue to prosper.

Source: Experience Investigators, Jeannie Walters, September 2019.

Forrester EX Measurement Best Practices Report (freebie)

In September, Forrester released their employee experience report, “EX Measurement Best Practices ReportNew Data Sources, New Insights, More Accountability — How To Continuously Shape A PEAK Employee Experience”. Adoreboard have been cited in the report for their work with All State NI and have made a complimentary copy available to all readers (usual cost $499).

We have been named in the latest research report by Forrester: EX Measurement Best Practices: New Data Sources, New Insights, And More Accountability.

We are giving away complimentary copies of the full report below.

Forrester EX Measurement Best Practices: New Data Sources, New Insights, More Accountability

Source: Adoreboard, September 2019

KPMG: Power to the People: 2019 UK Customer Experience Excellence Analysis Report

If you’re looking for a beefy read full of stats and diagrams, look no further. This informative and colourful report is one we just can’t stop reading, despite somehow missing it in the summer months. KPMG note the increasing link between Customer Experience and Employee Experience, noting that the companies who lead in CX typically have 1.5 times as many engaged employees as the CX laggards.

Here’s one juicy diagram to get your taste buds going…

KPMG report - 2019 UK Customer Experience Excellence analysis

The biggest moving brands of 2019. “Whilst it might seem like an overnight success, it
is often the culmination of years of work and then all of the individual efforts come together and suddenly make sense to the customer as a unified whole.”
Hat’s off to these top 10, most of whom have broken into the top 100 for the first time, to Mothercare in particular who have moved +119 positions in just one year and Virgin Holidays how have made massive improvements to comfortably enter the top 20.

Source: KPMG, 2019

Why Next-Generation Customer Experience is the Cornerstone of Digital Success

The final article of this month’s roundup is from CIO.com. The article takes learnings from how destination sites like Amazon and Netflix have “raised the stakes for seamless and convenient digital interactions.” Leading all other businesses to play catch up and modernise their customer experience. 

The article highlights the importance of taking a multi-dimensional approach when it comes to customer experience. This includes integrating measurement into CX strategies all designed “to provide a 360-degree customer view designed for action.”

Source: CIO.com, Beth Stackpole, September 12th, 2019.

The global case for customer experience in government (McKinsey)

This latest research shows: when government agencies offer a better customer experience, they deliver measurable impact across multiple priorities. Public-sector leaders should pick their spots and be bold.

CX The global case for customer experience in government

In 2018, McKinsey launched a customer-experience benchmarking survey of more than 20,000 citizens across 140 government services in seven countries. The results highlight the powerful link between improvement in customer experience and a host of benefits that extend far beyond making citizens happy.

Source: McKinsey & Company, 2019


Don’t miss our upcoming webinar on October 9th at 2 pm: Employee Experience (EX) Measurement Best Practices with special guest speaker Chris Henry from Allstate. Register for access and free recording

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