During the launch of the CX Academy in December there were several amazing takeaways. But this one, from Zappos CX champion, Alex Genov, really really struck a chord:
“My key message is to be really customer-centric and always do your best to understand customers as people.” — Alex Genov, Zappos
We thought about that a lot. As people, the one thing we all have in common, be we customer, employee, patient, user or citizen is that we are human. And as humans, we all have the ability to experience an emotional response, regardless what ‘experience bucket’ someone happens to put us in.
From a people perspective, experiences are not chopped up, segmented and siloed. Experiences are personal, emotional and very often interlinked. Experiences are human.
At Adoreboard, we work a lot on both customer and employee experience and so it made sense for the CX Academy to swiftly become the HX Academy.
Sorry folks, we’re only human after all!
Not quite CX, EX or HX, but a great tune and a great video!
Ultimately though, nothing has really changed in terms of the Academy’s purpose and mission…it is to educate, inform and inspire readers to unleash the full potential of their Experience management efforts and to improve their business performance by leveraging every element of HX — be that CX, EX or whatever-the-X.
What’s in store:
- {C|U|E}X leaders will come together to share their knowledge and expertise during live webinars, interviews, speaker events and guest articles.
- Through a partnership with Data Scientists at Queen’s University Belfast the HX academy will educate on new emerging practices in HX, Artificial Intelligence and analytics.
- Latest industry HX analysis reports highlighting how brands are performing through emotion analysis.
Why is HX important?
Satisfaction and loyalty are both directly influenced by the emotions and experiences they share with a brand or organisation, be they customers, employees, patients or citizens. A study by Accenture found that 83% of customers felt that brands could do more to keep them. So that’s customers saying out loud to brands please understand and serve my needs better. The same study found that 63% of customers said that when they decide to switch brands they’ll never return.
The HX academy is a place for sharing experiences and new emerging trends. Please get in touch if you would like to collaborate: Hello@adoreboard.com
