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

HX roundup - human experience

This month’s HX Roundup includes the best in Human Experience from the past month or so, with articles from; Forbes, Forrester. Qualtrics, Adoreboard, Harvard Business Review, Wootric and Reworked.


Study: COVID-19 offers us the chance to improve employee experience and create the ‘new better.’ Here’s how.

As part of WorkDifferent, Qualtircs have conducted a global study of 6,000 employees across eight industries to identify employee experience gaps and recommend actions that organisations can take to move past the “new normal” and create the “new better.”

Qualtircs - marketpalace Adoreboard researchThe 8 industries covered in the study are:

  • Automotive
  • Healthcare
  • Retail 
  • Government
  • Education
  • Technology
  • Financial Services

Read Full Article: https://www.qualtrics.com/blog/work-different-for-new-better/ (Qualtrics)

How To Build Your Customer Obsession Strategy

It’s safe to say that putting customer obsession into action is no easy task. Leaders struggle with the basics: Who should do what? How long should it take? And what might it cost?

If you’re curious about creating a customer obsession strategy or already in the process, Forrester’s guide and workbook is completely free to download. You’ll learn Forrester’s operating model and how it applies to your constraints and priorities. What the right roadmap may be and how to inspire your employees.

Download Now: https://go.forrester.com/customer-obsession-strategy/ (Forrester ebook)

NPS Is The Panacea – Here Is Why!

Adoreboard CEO, Chris Johnston, shares his thoughts on the shortcomings of using NPS alone as your experience metric and how you can use the verbatim effectively to get to decision making and actionable insights; to get to the why. It means moving past the numbers to understand the behaviours and motivations of our customers.

With emotion AI and predictive analytics that gets to the ‘why’, decision makers are provided with a more tangible opportunity to see the potential impact of the decisions they may or may not make. And ultimately, improve your NPS 😉

Read Full Article: https://adoreboard.com/blog/nps-is-the-panacea-here-is-why (Chris Johnston, Adoreboard)

5 Ways To Improve The Customer Journey Map for Better Customer Experience

The Aberdeen Group conducted annual research on businesses using customer journey maps. They found that the average sales cycle for brands that use customer journey maps is 18 times faster, with more than 50% greater ROI on their marketing efforts.

Scott provides 5 ways businesses can improve their customer journey maps, including how to map out phases, personas and touch points. 

Read Full Article: https://www.cmswire.com/customer-experience/5-ways-to-improve-the-customer-journey-map-for-better-customer-experience/ (Scott Clark, CMS Wire)

Why Employee Experience Initiatives Fall Short

If you wish to safeguard your employees from jumping ship, investing in employee experience is something you should be seriously considering, however investing in employee experience programs requires careful planning and implementation. If care is not taken a vicious cycle of employee desires and company spending can fuel each other, resulting in a negative return.

According to an HBR survey of nearly 150 HR execs and 3,000 employees, for better ROI, organizations need to complement investments with measures to help shape people’s understanding of their experience. It’s a three-part process that includes; (1) calibrating employee expectations and priorities; (2) personalising day-to-day experiences; and (3) shaping memories and taking time to respond appropriately. 

Read Full Article: https://hbr.org/2020/07/why-employee-experience-initiatives-fall-short (Harvard Business Review)

How to Improve CX Survey Response Rates

Low response rates to customer experience surveys are problematic because you’re missing out on valuable data, however you may also be irritating or confusing your customers by sending complex surveys or sending surveys at the wrong time.

If you’re involved in customer feedback surveys, this article is a must-read. Nichole provides six excellent ways to improve your survey response rates whilst keeping your customers happy maintaining a great experience.

Read Full Article: https://www.wootric.com/blog/how-to-improve-cx-survey-response-rates/ (Nichole Elizabeth DeMeré on Wootric)

How the CIO and CHRO Will Rethink Employee Experience Together

Dion talks about return to work opportunities and how the workforce will need something better than what has been hastily assembled by CIOs (Chief Information Officers) and CHROs (Chief Human Resource Officers) in the wake of COVID.

HX - Human experience roundup

The CIO and CHRO must ensure that the resulting return to work process is a springboard to realize a more holistic approach to employee experience, merging IT, HR, communications and everyone else associated with its delivery.

Read Full Article: https://www.reworked.co/employee-experience/how-the-cio-and-chro-will-rethink-employee-experience-together/ (Dion Hinchcliffe, Reworked)

How To Prove The ROI Of Customer Experience

Closing this month’s HX Roundup, Blake Morgan provides some tips on how you can convince the executive team that CX is worth investing in and how ROI will be measured; by tying CX initiatives to revenue, profit or stock price growth.

She talks about customer lifetime value (CLV) and the tips and techniques she uses when pitching to executives, including leading with the financial benefit and showing the long term benefit over time.

Read Full Article: https://www.forbes.com/sites/blakemorgan/2020/09/07/how-to-prove-the-roi-of-customer-experience/#6b1588cc67f4 (Blake Morgan, Forbes)

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 your own data from Qualtrics or any other source.

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