Despite trying to do our best every day in customer experience or any other facet of business, we often run up against a wall. We focus all of our energy on performance, and by doing so, our results can actually decrease.
But why would that happen?
Eduardo Briceno, TEDx presenter and author of The Performance Paradox, believes it’s because so many of us are stuck in a fixed mindset. Despite aiming for growth, we don’t properly cultivate a growth mindset in order to help us achieve it. We’re continually putting our best effort into less effective practices, so our results don’t improve.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
The most competitive brands today understand the contact center is an opportunity, and ensuring a customer-centric culture in that contact center is key. The problem for most brands and customer experience leaders is high churn and the reality that burnout is real.
I talked to Brian Dunphy, an experienced contact center and customer experience expert who’s guided customer experience strategy for notable companies such as Disney, Bank of America, WarbyParker, and Postmates.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Over the past few decades, the landscape of the Fortune 500 has changed immensely. Reflecting on this transformation, Alan Murray, the founder of Fortune, offers an intriguing perspective. “If you go back 50 years and you look at the balance sheet of Fortune 500 companies in the 1970s, over 80 percent of the value came from physical entities - from oil in the ground to inventories on the shelves," he says.
But he points out that this is no longer the case. In today's digital age, more than 85 percent of the value of the Fortune 500 is tied up in intangibles such as intellectual property, software, and brand value. At its core, brand value epitomizes the emotional bond a brand shares with its customers. The emphasis has shifted from the tangible to the intangible; from concrete assets to human emotion and ingenuity. As Murray explains, “Ingenuity is the human capacity to craft innovative solutions to enhance life."
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Modern customer experience is data-driven. Management needs data-backed insights to understand what they can improve in their processes or products to yield better customer service. This is why research companies such as Forrester exist.
Forrester is an advisory company offering research, consulting, and other services to help companies make better customer experience decisions.
On the Modern Customer, I talked to Pete Jacques, a principal customer experience analyst at Forrester, about Forrester’s recent report and we discussed that it’s critical for customer experience leaders to deliver exceptional customer experiences.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.