Humanising Customer Experience in a world of Tech - with Sharon Boyd
Episode 1, Aug 03, 2021, 07:13 AM
Join Emma Dark in her debut episode of the Customer Experience Podcast where she chats with Chief Customer Officer and Author Sharon Boyd.
As new technology emerges that in a lot of ways makes life much easier for customer teams the world over through automation and process, there is a real danger that we lose the all-important human element. Sharon and Emma unpack how to keep your customer soul intact, using customer demo’s or sandboxes to put yourself in their shoes and create a seamless experience between the machine and the human.
Every aspect of this debate is covered so if you love tech and you know that customer should be at the heart of everything your business does - we reckon you’ll love this.
Intro
You’re CX’y and we know it’. book launch
Connection between Tech and Operation with customer in mind
Digitals role in Customer Experience - 4.22
Tech speeds it all up and is great
Need to keep a firm on the fact we are human
Customers always asking if I’m human (not a bot)
You must give them both options
Key things to consider to maintain human character - 7.22
Authenticity and empathy
Character and culture - all wording in our comms/system are consistent
Take opportunities for customers to connect to your human side
Empathy is vital for building strong customer relationships
How do you check in with your customer? - 11.37
Eat your own dog food
Include your employees internally
Spend time on the ground, in the tills, walking the shop floor
Demo - create a sandbox and get customers to try it out
How do these customer demo’s for new products work? - 15.43
Example at MKL - building versions of these sandboxes
More powerful than looking at a static website and going through sales pitch
We just put it on social media for customers to try and it doesn’t cost anything
Creating a seamless journey and experience between machine and human - 20.01
Need to be really intentional
Follow where they are dropping out and join up the gap
Encourage your staff to focus on CX rather than rely on tech
How do we use data in the Customer Experience? - 23.35
Gemba walk - watch and observe
Review CSAT at various parts of their journey
Use the richness of the ‘in the moment’
Employee feedback as a whole picture 🔥
Challenges Companies Face with Human Customer Experiences - 27.28
Moving too fast with a new piece of technology
Don’t forget the change curve
Take the humans on the journey
Help them understand the ‘why’
Key Capabilities and Resources that need to be in place for success - 31.09
Sponsorship from the senior leaders
Bring your back office alongside your front of house for a day
Do organisations have those skills in house or need external expertise? - 34.05
Companies often outsource tech teams where there can be disconnect
Physically show them the coalface of how the customer will see it
How to create advocacy and loyalty in a digital word? - 36.36
Respect, interaction and communication
Connect back and treat them as a real human being/ actual relationship
Send them useful content, not just marketing and comms. Free gifts
Data and Tech Prompting the need for Human Touch
Prediction for technology and human in the future - 43.59
We will keep moving forward with digital transformation and automation, but we will realise we went too fast
----
WANT TO KNOW MORE ABOUT HOW S&S CAN HELP YOU AND YOUR ORGANISATION?
Subscribe to this podcast and check out some of our cutting edge knowledge and ideas on the insights page
If you’re a senior leader or change agent, join one of our change communities to network and share with like minded individuals
If you have a problem that needs solving across business change, agility, delivery or transformation and you don’t want to go down the big, traditional consulting route- get in touch
As new technology emerges that in a lot of ways makes life much easier for customer teams the world over through automation and process, there is a real danger that we lose the all-important human element. Sharon and Emma unpack how to keep your customer soul intact, using customer demo’s or sandboxes to put yourself in their shoes and create a seamless experience between the machine and the human.
Every aspect of this debate is covered so if you love tech and you know that customer should be at the heart of everything your business does - we reckon you’ll love this.
Intro
You’re CX’y and we know it’. book launch
Connection between Tech and Operation with customer in mind
Digitals role in Customer Experience - 4.22
Tech speeds it all up and is great
Need to keep a firm on the fact we are human
Customers always asking if I’m human (not a bot)
You must give them both options
Key things to consider to maintain human character - 7.22
Authenticity and empathy
Character and culture - all wording in our comms/system are consistent
Take opportunities for customers to connect to your human side
Empathy is vital for building strong customer relationships
How do you check in with your customer? - 11.37
Eat your own dog food
Include your employees internally
Spend time on the ground, in the tills, walking the shop floor
Demo - create a sandbox and get customers to try it out
How do these customer demo’s for new products work? - 15.43
Example at MKL - building versions of these sandboxes
More powerful than looking at a static website and going through sales pitch
We just put it on social media for customers to try and it doesn’t cost anything
Creating a seamless journey and experience between machine and human - 20.01
Need to be really intentional
Follow where they are dropping out and join up the gap
Encourage your staff to focus on CX rather than rely on tech
How do we use data in the Customer Experience? - 23.35
Gemba walk - watch and observe
Review CSAT at various parts of their journey
Use the richness of the ‘in the moment’
Employee feedback as a whole picture 🔥
Challenges Companies Face with Human Customer Experiences - 27.28
Moving too fast with a new piece of technology
Don’t forget the change curve
Take the humans on the journey
Help them understand the ‘why’
Key Capabilities and Resources that need to be in place for success - 31.09
Sponsorship from the senior leaders
Bring your back office alongside your front of house for a day
Do organisations have those skills in house or need external expertise? - 34.05
Companies often outsource tech teams where there can be disconnect
Physically show them the coalface of how the customer will see it
How to create advocacy and loyalty in a digital word? - 36.36
Respect, interaction and communication
Connect back and treat them as a real human being/ actual relationship
Send them useful content, not just marketing and comms. Free gifts
Data and Tech Prompting the need for Human Touch
Prediction for technology and human in the future - 43.59
We will keep moving forward with digital transformation and automation, but we will realise we went too fast
----
WANT TO KNOW MORE ABOUT HOW S&S CAN HELP YOU AND YOUR ORGANISATION?
Subscribe to this podcast and check out some of our cutting edge knowledge and ideas on the insights page
If you’re a senior leader or change agent, join one of our change communities to network and share with like minded individuals
If you have a problem that needs solving across business change, agility, delivery or transformation and you don’t want to go down the big, traditional consulting route- get in touch