Seaton CX
NOVEMBER 2, 2023
Whether you’re creating a customer journey map or leading a customer experience transformation, you can’t do it alone. You need other people to buy-in and take action on your CX initiatives to achieve your CX vision. Those other people are called “stakeholders” which is a word from 1708 meaning people who have an investment (stake) in the outcome of a business venture.
Seaton CX
SEPTEMBER 27, 2023
In the classic arcade game Whac-a-Mole, you wield a foam mallet to smash a relentless parade of devious plastic moles that pop up from holes in the arcade cabinet and taunt you. It’s a rush of activity, where success is measured in milliseconds and the agility of your reflexes. Yet, for all the whacking, the moles never truly disappear—they retreat momentarily, only to resurface elsewhere.
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Seaton CX
AUGUST 17, 2023
With NPS survey response rates dropping into the single digits and customers who outright lie on them—or exhibit a “selective memory” when recalling facts and details—can you really expect to measure the customer experience? Yes, absolutely—if you know what to measure. Knowing what and how to measure the customer experience begins with understanding the customer journey though your customer journey map.
Seaton CX
JUNE 28, 2023
Generative AI technology, like ChatGPT, should be your next contact center investment. “If you genuinely want to put customers first, you must put employees more first,” says Hal Rosenbluth, author of The Customer Comes Second. It’s a bold claim, but the data backs it up—there’s a strong correlation between employee morale and customers satisfacti on.
Seaton CX
MAY 24, 2023
We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. We have baselines, benchmarks, and trends, arranged in reports and dashboards for easy consumption. AI analyzes every call to the contact center. Automation sends a survey after every support ticket is closed. We fixate on the results, creating scorecards and setting improvement targets.
Seaton CX
MARCH 7, 2023
Leading CX requires leading people—even those who don’t report to you. Especially those who don’t report to you. And while we humans have spent the last few millennia trying to convince each other we’re a rational, logical, structured, analytical, consistent, data-driven, strategic-planning, business-case-writing, common-sense kind of folk, we don’t act that way.
Seaton CX
JANUARY 31, 2023
When I’m emphatic that CX leaders need stakeholder analysis to get buy-in , some people look at me like I’m a rhinoceros. Or worse, a psychologist. (Just kidding. I love psychologists!) Sometimes I get asked “can’t I just talk to people and build relationships naturally?” And the answer is yes, you can! If you’re satisfied with the results you’re getting, keep doing what you’re doing.
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