Late last year, the lovely folks at Adoreboard asked me to participate in an interview series for their HX (Human Experience) Academy, an educational hub created to bring together customer experience leaders and enthusiasts.
By way of background, Adoreboard was created by data scientists at Queen’s University, Belfast, and describe themselves as using “emotion AI to unify human experiences for better business outcomes. Make better decisions by revealing the ‘Unknown Unknowns’ of Customer and Employee Emotions.”
Here’s the interview:
My interest in CX started just over 10 years ago and was borne out of a dislike of bad service and a real frustration with companies who got in the way of their employees delivering a great service or doing the right thing for their customers. So, I started writing, researching and exploring all things services engagement and experience related through blog posts, white papers, books, podcasts, speaking and advisory work.
The initial idea just came to me when I was having a few pints of Guinness and a bit of a rant about the state of customer experience with my friend Oisin, back in December 2017.
I’ve written three books now and I’ve never found the process easy. I do, however, try and make it as easy as possible by trying to break the whole writing process down into smaller bite-sized chunks. That’s also made easier by the fact that I am constantly writing new material or exploring new ideas.
Yes and yes.
I think customers are growing increasingly frustrated with the ineffectiveness of international, national, governmental and public bodies to tackle or solve many of the big problems that we are facing as a society. As a result, they are looking to brands and commercial organisations with whom they spend their hard-earned cash to pitch in and do more.
Some brands get this and are becoming increasingly political in their marketing campaigns, commentary and actions. And, they are being rewarded for it by their customers.
These brands also realise that trying to please all of the people all of the time is a sure route to mediocrity and blandness. Moreover, taking a stand on some issues that matter to both their customers and their people is clear and effective way to help them stand out amongst their competitors.
Yes, I believe they are intrinsically linked and you can’t really do one well without being pretty good at the other one too.
Focus on what outcomes matter most to your customers and/or employees and then figure out how you can improve them in the most effective and efficient way possible.
Do better work, your customers are waiting.
Somebody asked me a similar question at a conference a few years ago. They asked where do you think customer experience will be in 2-3 years. I answered, “I think we’ll still be excited about the future but we’ll also be frustrated at the lack of progress we’ve made”.
Too often we look to others for answers.
Personally, I think there is a bit of punk in every company. The trick is to find and harness that inner punk and then, once you’ve done that, then you should turn up the volume! 😉
There are too many to pick one.
But, it would be remiss of me to not mention two punk classics that come from Northern Ireland: Teenage Kicks by the Undertones and Alternative Ulster by Stiff Little Fingers.