Next Matter’s Post

Last week, on October 1st, some were sipping their cappuccinos in honor of World Coffee Day, while others were tapping their feet to the beat for World Music Day. But amidst all the caffeine and tunes, CX practitioners were celebrating something just as special—Global CX Day! Yep, every year on the first Thursday of October, we mark #GlobalCXDay. But here's the thing: If you really want to improve customer (and employee) experience, don’t wait for a fancy celebration or a special occasion. Start today! Evaluate your customer experience and work together to eliminate those pesky pain points. Because, let’s face it, nothing says "We care" like a smooth customer journey, from that first click to the post-purchase follow-up. Your customers will thank you—and maybe even throw a mini #CX celebration of their own!

As we celebrate World CX day today, I only have a simple thought to share. CX practitioners aren't doing enough to make CX accessible to everyone who can impact customers' experience. At times it feels like we are part of a cult and we inadvertently try to keep the business away from whatever it is we are doing. On the contrary, CX is a team sport. To further reinforce what our goal should be let me borrow a paragraph from Move Fast and Fix Things by Anne Morriss and Frances Frei. Sure, it's a lot of effort, but it's the only way we can make CX thrive, otherwise the big focus on CX we see today is going to fade away in a matter of years. #customerexperience #CX #WorldCXDay #MoveFastAndFixThings

🌟 Countdown to CX Day Part 4 - Final Tips & CX Day Celebration Plans 🌟 As International Customer Experience (CX) Day approaches, I’m excited to share a few tips for making this celebration impactful: 📢 Highlight success stories with real customer impact. 📢 Engage your teams and leaders through storytelling and recognition. 📢 Make it interactive – involve employees and customers as much as you can 📢 Share internally and externally your commitment, passion and gratitude to customers and associates At SCIEX, we’ve planned some exciting ways to celebrate, including our CX Ambassadors, associates and customers🎉 How are you planning to celebrate this year? Can you share some best practices from your past CX Day’s celebrations? Please add into the comments, looking forward to hearing from you all, and keep learning together. Let’s make this a CX Day to remember – for our customers, our associates, and for CX professionals around the world! #CXDay2024 #CXDayApproaching #CXDay #customerexperience #CXCelebration #CXleaders #leadershipinaction #CXBestPractices #CXTips #CXImpact #CXInnovation #CustomerSuccess #Gratitude #Recognition #CustomerExperienceMatters  #CXPassion #SCIEXTAP

In case you missed it, yesterday was ‘CX Day’ - a moment to celebrate the individuals and teams committed to making better experiences for customers.    And so we thought what an opportunity to shine a light and say a MASSIVE THANK YOU to the brands using TruRating to embrace a new, better way of doing things: OPEN CX 🌟   It's about being open to feedback anytime, anywhere, anyone - so you get massive (80%!) response rates from customers in-store (and 50% online).    It's about opening up feedback to your whole team and making the next-best-action obvious to all.   And it's about opening up feedback to the public to really PROVE you're customer-centric.    It's also a great opportunity to say thank you to the TruRating team, working so incredibly hard in bringing it all to life - you’re amazing 💙   Here's to the future of CX  _ #WorldCXDay #CX

Oh wait.. Did you think we forget our Day 3 of VLAN Asia CX Week? It's officially Day 3 and today, we’re diving into our CX Clinic, where we’re sharing innovative strategies to revolutionize your customer experience. We’re helping businesses enhance their CX strategies with our Pre-Identification Questionnaire: ✅ How do you currently assess customer satisfaction? ✅ What methods do you have in place to collect feedback from your customers? ✅ Can you identify any specific issues or areas where customers frequently encounter difficulties with your product/service? ✅ How do you manage customer complaints or issues when they arise? These questions are crafted to give us a comprehensive understanding of your current Customer Experience (CX) strategies. Your responses will guide us in providing tailored recommendations to help enhance your CX strategies. Join our CX Week event tomorrow from 3PM-5PM at Level 4, Co-Labs Coworking, The Starling Mall. This is your last chance to save your seat! 👉🏻 Register here: https://lnkd.in/gTwqJhJX - - - #vlancxweek #vlanasia #vlanasiaevent #cx #zendesk #digitalisation #digitaltransformation Lance Cheang Surindren Manickam Muhamad Khalis Imran Kharudin Humaira Hasri Prakash Rao Sambamoorthy Li Ling Chang Rafeidah Jamal Mohamed RA

I had the pleasure of being an invited panellist at the Digital and Customer Experience Show UK at the Customer Experience Live event in London. (Yes, there were two events at the same time!). So, credit to Gert Botes and the team for such a memorable event. My panel sessions included: · Developing a consumer engagement strategy that is futuristic and delivers growth. (perceptively moderated by Andrew Clayton) · Determining organisational change maturity and choosing the best CX excellence strategy. (expertly moderated by Frederic De Vrieze) A key ingredient I delved into was keeping EX and CX in perfect harmony to ride the digital change journey. Embrace the power of your people in the rapidly exploding technology additions to the CX journey. How to effectively communicate change that takes your people with you, so the technology enhances rather than dictates the path you choose. Ps I must have been at a serious stage of my talk at this point in the image. There were lighter moments! Note to self, should've gone to Specsavers and played one of our ads! 😎

There’s a National #CXDay–because let’s face it, there's a day for everything. So today, we’re celebrating CX that makes a real impact. How are you up-leveling your CX game? Drop a comment below. ⬇️

Friends, Colleagues, and Fellow Disruptors in the Customer Experience Arena! I’m thrilled to share that I’ve been shortlisted for the Customer Experience Magazine (CXM)’s CXMStars 2024 - Top CX Influencer! This nomination is not just a recognition of my journey but a testament to the relentless pursuit of innovation and excellence in customer experience. Why is this vote meaningful, you ask? 1️⃣Recognition of Disruption: It’s an acknowledgment of our collective efforts to challenge the status quo in the customer engagement world. 2️⃣Driving Change: Every vote is a step towards furthering the cause of groundbreaking customer experience strategies. 3️⃣Uniting Voices: This is about bringing together a community that believes in making a real difference, not just following trends. 🗳️Your vote is incredibly significant. It’s a nod to the vision of creating more humane, engaging, and effective customer experiences. It’s about celebrating diversity and pushing boundaries. So, I invite you to be a part of this exciting journey. Cast your vote and let’s continue to reshape the landscape of customer experience together! Vote here: https://lnkd.in/dkxTpk8Y Voting closes on 9th February. Let’s make this count! #CXMStars #VoteNow #CustomerEngagement #CustomerExperience #EchoesofDisruption

Frontline employees have constant contact with your clients so their experience matters as much as your customer's experience. Combining employee and customer voice is a game changer to unlocking what matters the most for your business and proactively addressing it in the moment. #cx #customerexperience #ex

Differentiated experience, frictionless experience, wow experience, delightful experience, superior experience… These aren’t what your customers are seeking unless they specifically mention it in their feedback. What customers truly want is a human experience, with straightforward communication and clear processes, free from rigid scripts and overly complex designs. Celebrate CX Day alongside International Coffee Day to anticipate customer expectations, meeting employees needs, and strengthen partners engagement, ensuring your brand remains vibrant and thriving. #CXday