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).
State of Customer Experience Ireland 2020 CX Leader Think Tank
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).
W5 is a specialist customer experience consultancy - everything we do is about designing and delivering great CX. We know employees are at the heart of this endeavour as without engaged and motivated workers, Irish industry will never succeed in delivering strong customer experiences. Nevertheless, Irish workers views on customer experience are largely unrecorded so in 2018, W5 undertook our third national survey to fill this gap in understanding.
Clare Kavanagh (Managing Director, W5) shared the second round of research undertaken by W5 on the attitudes and behaviours of Irish employees at an event organised by CXPA Ireland on CX DAY (3rd October 2017).
Listening to Aisling Hassel, Head of Global CX at Airbnb at the recent CX event organised by CXPA Ireland was inspirational. Airbnb are true game changers and not just in how they have democratised travel. In our context, they have motivated and enabled employees to deliver a powerful customer-centric strategy based on that most precarious of variables - trust. The result - 200,000,000 guests and counting…
Siobhan Hennessy speaking at CXPA Ireland Siobhan Hennessy, Head of Customer Experience at Musgrave speaking at a recent CXPA event shared the alarming statistic put forward by Bain that eight out of nine global customer experience programmes fail. Working as a consultants in the Irish context we at W5 see significantly better rates of success than one in nine but anecdotally there certainly are companies wasting a lot of time and a lot of money on something that isn’t working here also. What’s worse, given how these failures typically play out, companies can end up losing more than just their investment in a better customer experience. They lose credibility – in the eyes of their employees, and potentially even their customers.
Pictured left to right with the award are Dovile Matelyte (W5), Liz Hickey (eir), Tadhg Murphy (eir) Sarah McChrystal (W5), Brian Martin (eir)
Creating exceptional customer experiences takes time and effort. But research and experience tells us that if you create and sustain great experiences for your customers, it reaps significant rewards for your business: enhancing and differentiating your brand, reducing churn, increasing revenue and employee satisfaction.
Recognise this scenario? You’re part of a small customer experience team charged with moving the customer centricity dial positively. Your CEO is a recently converted customer experience champion who now wants you to strengthen the mind-set and behaviour of customer-facing staff as a priority and, in fact, engage all staff in creating a customer-centric culture. You’re wondering: how can one small department influence the whole organisation? We suggest you focus your efforts on getting these five things right.