by Mark Hillary | October 8, 2020
I’m pleased to announce that I will be moderating a webinar hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know you might be thinking “another day, another webinar invitation,” but as I’m chairing the debate I want to try making this one a little different. We can’t meet at conferences right now so the very least anyone planning a new webinar can do is to ensure it’s interesting and this one should hit the ball out of the park.
The panelists are:
Robert is based in the Netherlands, Stephen in the USA, Peter is in Canada, and I’m in São Paulo, Brazil so this is a very geographically diverse group – even if we all look like a bunch of guys that might wear Phil Collins t-shirts at the weekend.
This is a great group to comment on where CX is heading. We are now in Q4 and it’s clear that CX companies are trying to plot a path into 2021. The analysts are all talking of resilience, but what does it mean? More working from home or more onshoring? Peter is constantly publishing CX commentary, Stephen is constantly asking if we need to change how modern companies function, and Robert works for a company that embraced work-from-home years ago – over 95% of people at 5CA are permanently based at home. I’ve even talked about it on my CX Files podcast.
The webinar has some general themes focused on changes in CX strategy:
It is commonly accepted that a CX partner is required when building a CX strategy today. Building an omnichannel customer service strategy that embraces all the major social media channels, voice, chat, text, with predictive data analytics and in all the languages your global customer base is using isn’t simple. Building CX in-house is more complex than ever so in this webinar we are going to explore how strategies are changing post-covid and what you need to look for in a partner.
Multisourcing and building a resilient CX strategy are topics that are going to be really important in 2021. Nobody ever wants to see a repeat of 2020. The focus will be on finding a partner that can keep the customer service function running whatever happens next year – resilience is going to be the key strategy for 2021.
These are the broad themes – how to design a strategy and how to find a partner – but I want to know what you would ask this group of experts? I’m chairing the session and I will steer the panel towards these fundamentally important subjects, but I’d like to have a few curveballs to throw at them – some questions that get into the heart of the matter. We will only have one hour and in addition to my own comments, three experts will all be vying for some airtime. Let’s make the most of it.
Please leave your ideas or questions here as a comment or if you would prefer to message me privately just send a direct message from my LinkedIn profile here.
Please click here to register for the webinar
Mark is a British/Irish writer and analyst based in São Paulo. He is a former technology director turned communication adviser via his experience writing books and blogs on technology, work, and globalization
Gaming is the world’s #1 lifestyle choice, played by more people than any other form of entertainment. We’ve had a ringside seat for its evolution, working hand-in-hand with our clients to support their customers as they enter huge, new immersive worlds.
The times, they are a-most-definitely-changing. As seasoned CX veterans know, plenty of the received wisdoms of third-party contact center management have received something of a battering over the last few years.
If you were not able to attend “CX Strategy: What now?”, our panel debate from last week, then here it is. An insightful, thought-provoking hour with industry gurus Mark Hillary, Stephen Loynd, Peter Ryan and our own Robert Van Diem. Here are some of the themes that really stood out for us.
I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? It’s going to be particularly topical, as one of the key things we will discuss, in the midst of this pandemic, is working from home (WFH) in the CX arena.
I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know that there are a lot of webinars and online debates these days, but I really think you should make time for this one:
Following on from National Customer Service Week, our Chief Customer Officer Rob van Herpen reflects on the journey that customer service has undergone in the last decade, and the role it plays within the wider scope of the whole customer experience.
Gaming has been one of the few beneficiaries of the Covid-19 coronavirus pandemic. Global quarantine and stay-at-home orders preventing people from traveling, commuting, and socializing has resulted in a boom for the gaming industry.
Maximize the value of your VIP players and discover how work from home (WFH) support helps you add more value to your gaming whales.
Game launched? Check.
Player hype? Check.
Champagne? Crack that bottle, you deserve it!
But while it bubbles on your tongue, let me ask you this: Have you considered how to respond to players who need assistance or want to provide feedback? And when your player base grows (and let's be honest it will - your game is awesome), what will you do when those interactions start exploding in languages you do not speak? How will you manage the volume of requests coming in, but still provide the best possible user experience to your fans?
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Last month, Vice ran an interesting article by Jess Morrissette on how games marketing invented toxic gaming culture by promoting toxicity and harassment as value propositions for gaming. While considered perfectly reasonable at the time, games marketing has luckily taken a turn for the better.
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With more and more companies providing work-from-home possibilities, and children spending more time at home during school breaks, many tend to fill the time previously spent commuting or at after-school activities on picking up new or old hobbies. It comes as no surprise that playing video games is one of those favored hobbies.
The World Health Organization and almost every national government has encouraged everyone in non-essential roles to stay at home. With millions of people in self-isolation, there is a real need to ensure these people have something to do.
Companies across the world are facing an unprecedented wave of disruption at present. One of the specific outcomes from this is that many people are suddenly working from home. Many have no experience working away from the office and so the business journals are full of tips on how to make it work.
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