Is your organization’s customer experience proactive, or reactive?
Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences.
And while leaders in organizations nod along and agree, many aren’t walking the walk. Customer experience is unintentionally demoted to reactive measures, and before long there’s very little proactive about it.
Is your organization guilty of reactive customer experience?
In this video, we'll investigate how to turn your reactive customer experience into a proactive one.
Highlights:
0:00 Welcome
4:26 Is your organization's customer experience proactive or reactive?
5:51 Examples of Reactive Customer Experience
6:56 Examples of Proactive Customer Experience
7:22 Reactive CX: Metrics are measured for measurement's sake
8:16 Proactive CX: Metrics are treated as the first lead in a larger investigation
11:15 Reactive CX: Journey maps live on the wall for months or years
12:16 Proactive CX: Journey maps live, work, and grow with you
13:45 Reactive CX: Treating customer service as separate from customer experience
16:17 Proactive CX: Weaving customer service into the CX leadership
16:26 Proactive CX means connecting the organization and the customer journey
18:48 Q&A: What are some ways to explain CX metrics?
23:18 Q&A: Building journey maps that are simple to use, but detailed to provide insights?
27:22 Q&A: How can an organization have better CX communication and collaboration?
30:20 Wrapping Up
