CUSTOMER EXPERIENCE SPEAKER: RETHINKING CUSTOMER SERVICE

Topic: Customer Experience and Design Essentials: Rethinking the Customer Journey

Scenario: Business executives are often great about coming up with business ideas, but struggle to implement them in user-friendly fashion – by being clear and up-front about value propositions and features, removing friction and action steps from interactions, and using technology to offer helping hands along the way, they can improve customer uptake and conversions and sales.

Insight: By reducing friction (action steps, minimum requirements, things you have to do as a customer), you can vastly improve an interaction, just as boiling products (and product summaries) down to their core essentials can also help improve experiences and make them clearer and more widely attractive/applicable. What’s more, every step of the way should be incentivized and provide positive reinforcement, so as to keep customers engaged and coming back for more. Likewise, the design of your solutions should aim to make the complex simple, e.g. using charts, graphs, icons, and similar visual elements to clearly convey information, answer common questions, and demystify the process of researching or purchasing or owning a product/service.

Topic: Making Change Work – How to Deal with Disruption

Scenario: Disruption continues to rock the business world and reshape customer behavior in the wake of a global recession and pandemic – companies (and company leaders) are being hit with unexpected changes and sudden market shifts more often and from more angles than ever before. They need systems and strategies for effectively dealing with this volatility and navigating growing chaos.

Insight: While new paradigm shifts brought on by the pandemic and growing economic uncertainty continue to introduce new challenges, they also introduce new opportunities for savvy and nimble businesses that are finding clever ways to adapt to changing times and trends. In effect, change and disruption can be challenging, but they’re also great catalysts for innovation. Similarly, although today’s customer is increasingly choosy, and focused on getting great value most of all, there are many ways to create value for them and stand out from the pack. It’s eminently possible to adapt and thrive in today’s growingly unpredictable and volatile business market and stay one step ahead of the curve by adapting your business strategies more rapidly in time with changing market conditions.