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Where experts, keynote speakers and attendees will share best practices, anecdotes and advice. To understand how to apply them to your clients and collaborators, and delve into the future of cx. Who will be the keynotes speakers of cx day colombia 2022 in this edition, two global cx personalities such as olga guseva and james dodkins will be the keynote speakers for each of the days. They will talk about how to capitalize on the experiences of customers and collaborators in the performance of companies. In addition to the keynotes speakers, we have the participation of speakers from different organizations in the region, who will share their strategies to achieve success in the midst of this new, highly competitive reality. Among the companies that will be present in this edition of cx day colombia 2022 we can mention qualtrics, atento, inconcert, twilio, pegasystems, in motion, botmaker, kenwin, chattigo, medallia, zendesk and oracle among others. What is cx day colombia? We remind you that cx day colombia 2022, produced by cx events, is a free online meeting that is only accessible by invitation. Register now and don't miss the opportunity to witness one of the most anticipated events in the discipline on the continent.
If you are interested in participating you can register here . We are waiting for you on october 26 and 27 in the first edition of cx day colombia.by WOW! Customer Experience News | 0 Comments CX boosters In this article, columnist Phil Prosser offers us 6 keys that will help you integrate and commit your collaborators with the delivery of Experience. Can you have a team of CX drivers that deliver the perfect Buy Bulk SMS Service experience? According to Prosser, it is entirely possible. Keep reading and find out how to achieve it: What are the keys to the improvement cycle and the real application of change? What are the main tips to do it well? Here you have the answer. One of the biggest challenges for Customer Experience (CX) programs is how to go beyond tracking Net Promoter Score (NPS) , collect data, be able to take action and change behaviors that impact customer experiences. . This is because teams are required to understand how exactly their behaviors lead to the outcome, and they are required to care enough and be motivated to change on their own. Turn your collaborators into CX drivers Here are six ways to facilitate behavior changes and drive results.
Focus on the right opportunities After many years running CX programs , I have found that there are six to seven key CX behavioral drivers that determine the customer experience. When we know what they are and do them consistently, we find that there is a direct link to NPS, sales results, staff trust and engagement. We often call this the “perfect experience.” Let me give you an example for your employees to become CX drivers: in retail, the desired soft skills will focus on greeting, engaging and understanding needs, as well as treating customers as valued customers. The most challenging (but key) sales skills will be related to closing the sale and selling the entire solution (such as add-ons). From the results of the program, the most critical behaviors should be identified, and then, when one or more are lost, you can identify what the #1 priority for improvement is for each team member: Is the reason they lack this skill, or do they lack the will to learn it? Does the employee know how to understand customers' needs, or is he simply not willing to listen to them? If you focus on priority #1 over the next quarter, you'll see the biggest change and be able to tie it in with virtual learning and other development resources.