Customer Experience Challenges

We aim to empower leaders with lessons, insights, and recommendations from peers and experts about customer experience.

[arpy @arpyd]

We research dozens of products, services, platforms every year. Ironically, you all face the same barriers to your growth:

1. You're not selling/offering what people are asking for. Often this is a simple matter of using the wrong words, in others the offering is mismatched.
...

[Customer Experience Challenges @cxchallenges]

2021 is almost here 🙃 What are the CX lessons & fails we can learn from? - https://t.co/BdHKRPTIHB

[Customer Experience Challenges @cxchallenges]

Recording from our final #COVID19 webinar and which concludes PH1's research intro how to elevate your customer experience and employee experience in a time of crisis

[arpy @arpyd]

What we learned from researching how hundreds of organizations reacted to the #COVID19 crisis and protected their customers and employees. It outlines specific #customerexperience strategies. https://t.co/Fr9nqwapjF @PH1ca @cxchallenges

[Customer Experience Challenges @cxchallenges]

"What's wrong with most automated research?

Imagine if someone asked how you're feeling, and all the options are predefined. The grey areas are where you get to understand."
- @arpyd

#CustomerExperience #Qualitative

[Customer Experience Challenges @cxchallenges]

"Don't assume technology solutions will solve the problem. Ask the questions, pose scenarios, have people appropriately trained."
- @arpyd

#CustomerExperience #EmployeeExperience

[Customer Experience Challenges @cxchallenges]

"Digital transformation was mentioned as the first solution offered, but it's not always the right one."
- @arpyd

#CustomerExperience #EmployeeExperience

[Customer Experience Challenges @cxchallenges]

"We heard that transparency made a fundamental difference to employees, which trickled down to customers."
- @arpyd

#CustomerExperience #EmployeeExperience

[Customer Experience Challenges @cxchallenges]

"How can we deal with uncertainty? #DesignThinking is an ideal model, because it's non-linear. Listening, seeing if it's true or not, iterating on solutions. Many businesses were doing it without knowing what it was."
- @arpyd

#CustomerExperience #EmployeeExperience

[Customer Experience Challenges @cxchallenges]

"The C-suite can't know what's happening. Committees need to be made up of people who experience what's happening. But if people are listening and no one's doing anything about it, you can't progress."
- @arpyd

#CustomerExperience #EmployeeExperience

[Customer Experience Challenges @cxchallenges]

"We learned that being employee-centric was more important than being customer-centric. They needed to feel you have their back."
- @arpyd

#CustomerExperience #EmployeeExperience

[Customer Experience Challenges @cxchallenges]

"We knew we needed to listen, and there are three kinds:
- Community listening
- Customer listening
- Employee listening"
- @arpyd

#CustomerExperience #EmployeeExperience

[Customer Experience Challenges @cxchallenges]

"This was a case study of what future businesses and organisations might expect."
- @arpyd

#CustomerExperience #EmployeeExperience

[Customer Experience Challenges @cxchallenges]

"We wanted to understand: what were organisations doing from the perspective of their customers and employees during a time of crisis?"
- @arpyd

#CustomerExperience #EmployeeExperience

[Customer Experience Challenges @cxchallenges]

Register for tomorrow's event and learn CX strategies to make your org more adaptive & resilient

[arpy @arpyd]

Since the beginning of March @PH1ca has been researching #COVID19 to understand #CustomerExperience #employeeexperience lessons & strategies. Join us Weds at 10am PT / 1pm ET as we share what we learned from researching hundreds of orgs https://t.co/rM6hTKMoCl #CX #humancentred

[Customer Experience Challenges @cxchallenges]

Join us on Wednesday

[Innovate BC @innovate_bc]

On June 17, join @cxchallenges's webinar to learn strategies to help your organization prepare for future crises & disaster.

They will present the findings from @PH1ca's study about how to become adaptive & resilient in a time of crisis.

https://t.co/jVzGuSRRua

[Karon Liu @karonliu]

A directory of Black-owned restaurants in Toronto. It's not complete (Albert's! Ti Kay La! Buna Coffee/Nunu! Beach Hill Smokehouse! Enat Buna! Salaama Hut! Xawaash! Bilal!) but it's a starting point. Add below what's missing.
https://t.co/qXhXL3H1eh

[Customer Experience Challenges @cxchallenges]

Workshop: Elevating the visitor experience on your #tourism website (June 24)

This 90-minute online workshop will introduce #designthinking and #servicedesign methods to improve your tourism website to meet the needs of post-COVID visitors.

Register https://t.co/6kLiBf88VS

[Customer Experience Challenges @cxchallenges]

Thank you to everyone who attended yesterday's event "#COVID19: How #Tourism & #Hospitality must adapt to the needs of visitors"

Webinar recordings in this thread:

[Customer Experience Challenges @cxchallenges]

Panel #2
#hospitality industry, how it needs to adapt to the needs of customers, and the role they play in the tourism & cultural ecosystem
- Karri Schuermans (@Chambar), Nate Sabine (@Blueprintevents), @katedingzy (Food & Spirits Writer)
Recording: https://t.co/Xdxf3OQEqG

[Customer Experience Challenges @cxchallenges]

Panel #1
Featured a conversation about international #travel #tourism, its recovery, and how to make it more resilient.
Panelists were @AlexDagg (@Airbnb), @OliMartin (https://t.co/yJk768xEWf), @BySarahKhan (Writer for NYTimes, Conde Nast, Vox).
Recording: https://t.co/ZD80UVyX0C