In challenging times, the role of customer experience and insight becomes more important than ever. Businesses need to understand the needs of both customers and employees in order to react effectively. Trust is as the heart of the customer relationship and CX and insight teams must build that trust.
In this white paper, we explore three key areas that businesses need to consider as they identify the way through the current environment:
- How do we support our team members? Employee relationships are complex and all experiences – good and bad – are magnified at times of stress. This means that communication, empathy and support are vital as team members come to terms with the new “normal”.
- How do we support our customers? To support customers, you need to understand their needs now. One of the big questions for CX teams and researchers is whether to continue with existing survey and feedback programs. Does it look insensitive to carry on? But if you don’t, how can you begin to tailor your actions to the current reality?
- How do we lead? Every business is being challenged, regardless of industry. To succeed you need to act fast, but how? What are the steps you need to take to be able to make the right decisions, main trust, and strengthen relationships?
For each area, we look at the top challenges, the key considerations to help guide your approach, and identify the questions you need to ask to take you forward.