Across Apple, Spotify, and YouTube, there are many podcasts dedicated to customer experience.
At CX Today, one of our team’s favorites is the Inspiring Women in CX podcast, hosted by Women in CX Founder and CEO Clare Muscutt.
In this podcast, an amazing array of female CX practitioners, consultants, and thought-leaders voice their opinions on everything customer experience.
To celebrate International Women’s Day, we wanted to shine a light on the podcast and share five top tips that we’ve picked up from recent guests. Check them out below.
1. Bring Teams Together for CX Experimentation
One of the most effective strategies for uniting teams is through experimentation and simulating customer experiences.
By stepping into the customers' shoes via simulation or customer journey testing, teams can gain valuable insights, build cohesion, and develop a deeper understanding of their objectives.
So, provide the space and time for teams from different departments to collaborate, agree on goals, and experiment collectively. That fosters teamwork and innovation.
An excellent goal is to address customer complaints or failed processes.
That may start with mapping out these scenarios so everyone grasps the reality of the situation and identifies underlying process inefficiencies.
Often, these inefficiencies stem from entrenched ways of working and overlooked company rituals.
Yet, whatever the case, the company can root out the issue, test alternative solutions, and drive innovation instead of pouring more resources into contact handling.
- Maria McCann, Co-Founder of Neos Wave
2. Think About: What Behaviors Do We Want to Drive from Our Customers?
In many organizations, frontline teams often equate customer experience with metrics like mystery shopper evaluations, net promoter scores, or customer surveys.
However, the fundamental question lies in understanding the desired customer behavior.
It's not merely about securing good scores. Rather, it's about encouraging behaviors that drive tangible business outcomes.
Whether it's increased website revisits, longer browsing sessions, referrals, higher purchase rates, or longer customer retention, these behaviors directly impact financial metrics. That allows us to quantify their significance.
Merely reacting to scores without proactively identifying and measuring the behaviors that drive financial outcomes will not sustain our roles within the organization.
We must develop the acumen to articulate how our initiatives contribute to the company's financial success.
After all, every department is also seeking funds from the CFO and presenting plans that outline how their investments will drive specific outcomes and add value to the organization.
- Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
3. Acknowledge and Close the CX Perception Gap
Personalized experiences stem from a deliberate choice by businesses to understand their customers' desires, needs, and behaviors.
It's not about automation alone. Instead, it's about strategically selecting what to automate and what not to.
For instance, in the context of a call center, having the option to quickly resolve certain issues through an intelligent bot can be beneficial. However, there are situations where human interaction is preferred and likely to remain indispensable.