A heartening 78% of businesses in Ireland take action based on customer feedback…at least some of the time (State of customer experience management survey). The interest in Customer Experience (CX) as a vehicle to achieve business goals is rising.
Customer Experience (CX) maturity models (Forrester, Temkin, Gartner etc) provide a useful framework for organisations to assess progress on their customer centricity journey. They are a useful tool when looking for signposts as to where to direct efforts.
BoI Payment Acceptance (BoIPA) and W5 fought off stiff competition in the Voice of Customer (VoC) category to win this year’s 2020 Confirmit ACE VoC award.
Hear the key findings from our recent CXPA Survey exploring the state of Customer Experience Management in Ireland. This 45 minute webinar was broadcast on Wednesday 20th May 2020 at 11:00am, and includes a follow up discussion with senior CX practitioners - Thomas Reby (Head of Product Support for EMEA & LATAM Google)and Lorraine Peters (Head of Customer Experience - Business Transformation with Permanent TSB).
W5 is a member of the Association of Irish Market Research Organisations (AIMRO.ie). This means that we also subscribe to the research code of ESOMAR, MRS, EFAMRO, the Marketing Society and the Marketing Institute. Aimro’s release related to Covid-19 can be read below.
I hope this message finds you well in this difficult time.
State of Customer Experience Ireland 2020 CX Leader Think Tank
The Irish General Election provides a spin on Customer Experience The dust hasn’t totally settled yet on the Irish General Election 2020. But what’s clear is that a fundamental change in the landscape of Irish politics is afoot. A significant proportion of the country’s voters have expressed ‘strong dissatisfaction’ with their current ‘experience’. A substantial number are no longer happy with the status quo. They’ve quite literally voted with their feet and made the switch to an alternative ‘provider’. The combination of ‘Push’ factors (healthcare and housing) and the allure of a ‘new’ disruptor brand promising change (‘Pull’’ factor) has moved many hearts and minds.
I’m writing this article fresh from a visit to Specsavers. I’ve just signed up for monthly home delivery of contact lenses, which will come in a neat package that will definitely fit through my letterbox. (They showed me a sample package).
Across the globe, strategies of customer centricity have been proven time and time again to be the single most important driver of business success. Whether it’s Return on Investment data from global management consultancies Forrester, Bain or Temkin it all shows that Customer Experience leaders outperform the market. Nevertheless, Bain tell us that eight out of nine global customer-centric programmes fail. The reasons for failure are manifold but, in our experience, in the Irish context, they fail mostly due to lack of coherence of strategy across brand, operations and customer experience. In this introductory webinar we will walk through some of the theory of CX, and give a flavour of the key aspects we feel are important to deliver success from this strategy. We will talk through the importance of vision and governance and some strategies to optimize as well as talking through our views and experience on creating a customer centric culture, Brand and CX coherence, employee engagement, journey mapping and where many people start their CX journey – Measurement.