CX HIGH PERFORMANCE

3 #Gamechangers for the next #365 days 1. The Era of the Knowledge Worker 2. Employees Matter - #CX+EX has been a big wake up call. 3. The Team Leader - our #hiddenheroes See yourself in the above? Is 2021 the year you’ll sink, or swim?

I am thrilled ❤️to be leading the @CCA_Global Inspire Programme again this year. Starts 31st March #TeamLeader #Virtual Learning programme attended by some of the UK’s largest brands. Spaces are limited. CCA members and non members DM me for more info

Yes, you still have time 🚴‍♀️🚴‍♀️🚴‍♀️ #CustomerService #CustomerExperience #EmployeeEngagement #EmployeeExperience

What an awesome period of change we have experienced. #cx #cxex #EmployeeExperience

Thank you Neil 😀@neil59612637.53m I agree it was an AWESOME day. Thank you for your own strong participation and contribution, it’s what makes good days truly great. #inspirelive @CCA_Global @50thrivers #servicetrailblazers

In danger here of defining ‘self-service’ as ‘customer experience’. “#Shopping now centred more on customer experience ....for which fewer staff are needed”. #Retail shop workers out of a job with 18% of #UK sales now online. #cx #cxex #customerserv thetimes.co.uk/article/3fd47…

Getting ready to Chair the exciting #CCA INSPIRE LIVE. 📣Speakers inc the awesome Emma Bell @50thrivers ‘resiliance’ + yours truly ‘how to build world class #CX teams’🥇❤️ Look forward to meeting, sharing💡 & experiences to transform #cx 😀#inspirelive #servicetrailblazers

Delighted to share this today! Awesome Coaching Programme for #CX leaders - Guaranteed! Contact me for more info [email protected] #EmployeeEngagement #CustomerService

#GenZ and #Millennials first #global natives traits inc seeking: 1. pursuits offline 2. purpose “MORE CONNECTED TO THE OUTSIDE WORLD THAN ANY GENERATION BEFORE US. TWEET AMERICAN PRESIDENTS. TAKE HOLIDAY JOBS IN ITALY. PLAY FIFA WITH KIDS IN JAPAN.” #culturalshift #cx #purpose

Let’s talk Employee Value: if £34k=ave #customerservice Advisor #UK COST (inc o/heads)& High Performance teams deliver min x7 then ave #CX value =£238k per CSA. Right? Like to explore real value of your #CustomerService Team? @CXHighPerform #EmployeeEngagement #Leadership #CEO

32% UK Consumers say they prefer a working chatbot powered by AI to a human #custserv agent. So that’s 68% that might or don’t right? And most wouldn’t use video chat unless they had brushed their hair-agreed! #CX #EmployeeEngagement information-age.com/chatbots… via @InformationAge

Join myself and Richard Owen, co-founder of NPS and CEO of Owen CX Group as we explain why aligning CX+EX will create the next significant businesses differentiation opportunity and cxhighperformance.com/webina… #CX #custexp #EmployeeExperience

’Satisfied’ customers are not always loyal. And ’satisfied’ employees don’t always deliver the ideal customer experience. Join my CX+EX alignment webinar next week and avoid the CX Red Herring cxhighperformance.com/webina…

Hallmark of a great company is how they treat customers who complain. Over the holidays look after your customers and employees, respect and do the right thing. Our research says employee recognition is key for customer happiness. #CustomerExperience #EmployeeEngagement

The cultural difference: Europeans more direct & straight to the point than warmer, more time consuming Americans -Agree?😉 Why More Businesses Should Invest In Better Customer Service via @forbes forbes.com/sites/forbeslacou… #CustomerService #CustomerExperience #EmployeeEngagement

Hello #UK #highstreet #retailers time to learn: #CustomerExperience : during holiday shopping ENGAGED customers spend 25% more. #EmployeeEngagement is lesson one when it comes to #customerengagement (Engaged employees don’t drop notes - they engage customers) @lbc @WhichUK

Doing that extra for #CustomerExperience - brilliant work at @sainsburys #tistheseasontobeengaged Time for all employees, everywhere too ❤️💐😀❤️ #EngagementEngagementEngagement #employeeexperience #EmployeeEngagement

‘Millennials would rather stay in a luxury hotel than buy a handbag’ ⁦@LouisVuitton⁩ #theexperiencegeneration #CustomerService #CustomerExperience matters #EmployeeEngagement Some of the world's most luxurious hotels bought in £2.5bn deal news.sky.com/story/some-of-t…