W5 - News

Customer Experience, Governance, Drive action, ROI, govern, design & action

The economic headwinds continue to swirl through Q1 2023. While organisations batten down the hatches, CX leaders will be challenged to secure support and investment through turbulent times.

So what will this next economic period bring for CX and what should CX leaders do to optimise their impact? With Forrester predicting that 20% of CX programmes will disappear in 2023, how can you ensure your programme not only survives, but is among the predicted 10% who thrive?

At W5, we work with many organisations across service industries, and we know that CX is certainly not a one-size fits-all. CX programmes vary in terms of purpose and sophistication, and those organisations who recognise that their brand lives or dies by its customer experience, rally around the continuous pursuit of its excellence.

Customer Experience, patient experience, change management

Service brands live or die during the customer experience.

Customer Experience

We're running, in partnership with the CXPA Ireland, our second annual research survey on the state of Customer Experience (CX) in Ireland.

Customer Experience

World CX Day is Tuesday 05 October 2021. This year's theme is 'CX is a Team Sport'.

Customer Experience

In a radically changed post-pandemic environment it has never been more important for organisations and individuals to strengthen their CX capabilities. The W5 CX Masterclass Series will be of interest to those who believe in customer-centricity and experience as drivers for growth, and who are:

• Responsible for leading and delivering their brand or organisation's CX programme
• Looking for fresh ways to design process, products and services to meet customer needs
• Interested in better ways to measure CX performance and access new insights

Customer Experience

The European Customer Centricity Awards is one of the largest virtual Customer Experience knowledge sharing events in Europe. Two days of celebration including best practice case stories, over 100 practical case studies and the opportunity to network and learn.

Customer Experience

Over the last months of change, disruption and continued uncertainty we’ve been reminded that people make a company great. Those that bring their ideas and passion to drive forward in the face of change and challenge. Those that are able to anticipate change. Those that are able to design new products, services and approaches. And those that are able to implement them.

Customer Experience

Making the case for investing in and improving CX has never been more relevant.  Corona virus restrictions are taxing our ability to offer consistent, high levels of customer experience compounded by  the challenge of having to do more with less as results come under pressure. This was an important issue for the CX community even before Covid.  In our 2020 State of CX Management survey,  47% of Irish respondents identified demonstrating ROI as a key challenge to their efforts in championing the customer, over 40 percent of CX practitioners claimed they don’t know how to do this work. The need for training and support was clear.

Customer Experience

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

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.