CXFO – What We Can Do Tomorrow

This week we joined The CXFO for their inaugural London Launch meeting, ‘What We Can Do Tomorrow’, held at The Pirate Castle; a community boating charity and multi-use venue for water-based activities on the canal, as well as offering spaces for meetings and events.

The event was an informal, casual event and hosted by chairman Don Hales and Chief Executive Isobel Rogers.

After introductions from Don and Isobel, Morris Pentel took to the stage with idea’s surrounding customer emotions, staff, customer happiness and do we lose all common sense when we slip into our business attire?

It’s not rocket science but it is science….

‘Hands up who likes NPS (Net Promoter Score)?’  - Not many in the room today it seemed…..  Morris suggested there was a better way to gauge customer satisfaction than a metric based upon recommendation, just how difficult it is for us to give a recommendation based out of 10 and went on to introduce the concept of ‘OK centred’.

If we think of everything in terms of OK, better than ok, not ok, there is a very simple formula to measure customer happiness and the customer experience for today’s customers.

To bring home the concept, we the audience were asked to consider a good, or a bad experience we had had, then to score that in terms of ‘would you recommend’ using 1-10, or, the OK centred model and I have to agree it made a lot of sense.

We had a video conference with Dr Richard Claydon, from Organisational Misbehaviourists, dialling in from Hong Kong. Richard talked about strategy vs culture and how hiring for a cultural fit, is not the best recruitment strategy and that winning strategies emerge from experimental ideas, allow experiments, eliminate waste, test ideas and if it works, add resources.

No company has a single consistent culture, so build communication, understanding and critical thinking.

Carole Layzell, Digital Eagle & Proactive Engagement CX Director for Barclays, was up next.   Carole introduced the Digital Eagle, a voluntary movement from Barclays employees, which helps, teach and share a true omni-channel experience with their employees, customers and community.

According to Deloitte, 71% of us check our phones within 30 minutes of waking up, with young adults spending at least 5 hours each day on their phones and apparently there are now more mobile phone owners than toothbrushes.

The digital eagles run eagle labs and initiatives such as ‘tea and teach’ sessions across the UK, where customers are invited for a cup of tea in a place they can gain help and confidence with computers and the internet and ‘coding playgrounds’ which work with schools and communities to help children learn how to code – as well as how to stay safe online.

These digital initiatives, championed and supported by CEO, Ashok Vaswani, offer opportunities internally, as well as externally.   One local branch which closed as it received less than 1500 visitors in a 12 month period saw 15,000 visitors to its converted ‘eagle lab’ in 9 months.

Carole also shared a touching video ‘A Life Changing Challenge for Barclays Eagle Lab, where one of their Digital Eagles, Jon, took it upon himself to design and 3D print a replacement arm for Rilee, after her Dad, Adrian bought Rilee into the eagle lab for one of their half term projects.   This life changing initiative took about 24 hours and cost £7. Strong, powerful and suprising stuff.

For lunch we were given the opportunity to head out and about into Camden and their street food area, (we also got to see the original Banksy artwork, just outside the Pirates Castle for those who might be interested), as well as lock side bars and restaurants, with a view to when we returned, finding out how we rated our experience, bearing in mind, how we might ‘would you recommend’ 1-10, or, the ‘OK centred model’.

For this scenario, as with so many others, the recommendation model proved quite difficult.  When asking to rate our experience, there were many factors; the food, the company, the weather (it was a glorious sunny and hot day), the price and the service…Would we recommend…..and what is the opposite to recommend?  Using the OK Centred model did seem easier and less effort.  Isn’t that what we are all looking for?

Next up was a line of CX expert/consultants for a Q&A;

• Tim Routledge CX Lab.
• Gerry Brown The Customer Lifeguard.
• Manuela Pifani CXellence Consulting
• Adrian Swinscoe How to Wow
• Christopher Brooks Lexden
• Martin Dukes, Mpathy Plus
• Anis Qizilbash Mindful Sales Training

Each expert gave their two pieces of advice on the practical steps for tomorrow.  Some of which were:

• Use science in work and customer service to influence positively. Modern AI offers fantastic opportunities. Analyse data quickly. Science is the basis of everything (Tim)
• Let employees be themselves and use their emotions, everyone wants to be positive and a good Samaritan. Set guidelines but let them be themselves. (Gerry)
• Understand what customers value the most and what drives behaviours, most organisations focus on designing CX but this is functional, not experiential.  (Manuela)
• The difference between the top and bottom companies, is the quality of your  management. Invest in your management and being good with people is overlooked in many companies. (Adrian)
• Most organisations pay lip service to Customer Experience, it is listed in their values but the behaviours are not focussed on the customer. Digitalising an existing  poor service, is just digital poor service. (Martin).

The day finished with an electric guitar and hard rock message from ‘Customer Experience Rockstar’ James Dodkins.

Choose to be unique, choose to be unforgettable, choose to be a CX Rockstar! 

This was an interesting event, packed full of content and with some thought provoking messages, we have only covered a fraction of it here.    If you missed this one, definitely keep an eye out for the next and we hope to see you there.

Many thanks to the CXFO , Don, Isobel, Morris and everyone else.

Source: https://douglasjacksonrecruitment.wordpress.com/2018/09/20/cxfo-what-we-can-do-tomorrow/

2023 Buyers Guide

Get Listed

Consultancies

 

1.)

3D Vision Consulting . Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities. • Customer Experience strategy, design and implementation across multiple delivery channels. • Design and implementation of full-cycle Ticket/Complaint Management Process/System. • Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs. • Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs. • Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration. • Design Sales/Telesales structure, p... (read more). Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities. • Customer Experience strategy, design and implementation across multiple delivery channels. • Design and implementation of full-cycle Ticket/Complaint Management Process/System. • Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs. • Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs. • Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration. • Design Sales/Telesales structure, process and Sales Incentive Scheme • Develop QA, QC, KPIs, MIS and Reporting parameters. • Digital Transformation strategy, roadmap and implementation. • Building Innovation & Change Management cultures. • Award preparation & representation

2.)	Call Center Masters Giving consulting services to call centers

3.)

ccc by stc Contact Center Consulting and Business Process Management Where other consulting firms end their roles by providing a multi-year road map, ccc goes further by transforming the end-to-end contact center organization. A well-organized contact center ensures continuous value-based delivery for any organization. Through our structured contact center consulting activities, ccc provides you with contact center strategies that are aligned with your vision and mission as a business. Our offerings include: Contact Center maturity assessment Business Process Consulting Technology Consulting Business Process Management as a Service

4.)	CC-CMM Certification Institute CC-CMM Certification

5.)

COPC Service Journey Thinking Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.

6.)	CTCOMM Genesys PureConnect Call Centers, Contact Centers and Cloud Solutions Consultancies

7.)

Customer Support Asia Offshoring Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both: - clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and - clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines

8.)

CX Central Contact Centre Specialist Consulting CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more. Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.

9.)

ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.) Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations

10.)

Lieber & Associates Contact Center Consulting Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.

11.)

Mpathy Plus Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

12.)	Outsourcing Solutions Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

13.)

PCA Advisors Ltd Contact Center Sales - growth and marketing strategies I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

14.)	Pelorus Associates Marketing Communications Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.

15.)

proceo.consulting We can help You boost Your business results by: - Building or developing high performing multi-channel customer care operations - Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions - Developing Your teams' skills to excel front and back-office operations and Customer relations - Preparing and executing efficient Voice of the Customer and Customer Advocacy approach - We will help You manage challenges and risks when changes affect people, operations and technology.

16.)

Vads PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

17.)

SCC Services Group Contact Center Operations Performance Management In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex. Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas. Our consulting practice puts emphasis on: - Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Tra... (read more)In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex. Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas. Our consulting practice puts emphasis on: - Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Training - Technology Selection - Deployment of Technology in Customer Contact Centers. Our client engagements are directed at identifying projects that will have the highest return in terms of profit, productivity, customer and employee satisfaction. In addition to delivering high customer satisfaction, Contact Center management teams are also requested to maintain or reduce operating budgets and get more production from their staffs. To this end contact centers must find ways to become more efficient and flexible then ever before. Based on today’s business requirements and the vast growth in Customer Contact Centers there is demand for expert guidance to assist organizations with the many tactical issues of the day, strategic planning and to act as a resource on current and future projects. If your organization has a need for Contact Center Consulting, Brand Marketing, Human Capital Assessment and Development, Application Development and Integration, Outsourced Services or Sales and Customer Service Training, SCC Services Group brings a unique brand of expertise to the table based on years of “real life” experience and is in position to fill this demand for start-up, growing or under performing operations.

18.)

The Taylor Reach Group Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact cen... (read more)Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact center and customer service organizations as small as 4 agents and as large as 24,000. We have worked with leading brands, not for profits, governments and advised industry leaders in multiple verticals. Our services include; Customer Experience Assessments and Benchmarking Contact Center Strategic Assessments Contact Center Audits and Benchmarking Training Curriculum Design and Development Technology Selection and Acquisition Operational Model Development Omni-Channel, Multi-Channel Outsourcing/Offshore Suitability Assessments In-Sourcing Assessments Home Agent Assessment Process Improvement Knowledge Management Site Selection Organizational Design & Development Best Practices Whitepapers & Research Projects, More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact centre operational models; we have the knowledge and experience to help your center management.

 

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