It has been a year quite unlike any other. And sure enough, customer experience managers and service leaders have also had to cope with extraordinary circumstances, with the pandemic impacting every part of their business - strategies, operations, technologies, customer behaviour, employees - and of course their personal lives as well.
Perhaps inevitably, therefore, many of the articles that proved most popular with our audience this year focused on how customer experience management and customer service should respond to the pandemic. So here's the top 10 stories that piqued our readers’ interest in 2020.
New challenges shouldn't mean we stop delivering memorable experiences for customers. So Chattermilll's Joao Alves shares 15 amazing examples of brands going above-and-beyond to help customers and society cope with life in a pandemic.
In a piece written before the full force of COVID-19 had been felt, this article predicted the key ways that customer service could be impacted by coronavirus, and what contingency planning should take place.
Taking a 'glass-half-full', optimistic approach to the pandemic, Peter Massey encourages organisations to not waste the crisis, recommending that they see it as an opportunity to reset their business 'new normal' - and explaining how to ensure they won't slip into old habits once the pandemic is over.
Customer experience professionals are being blamed for CX programmes failing to deliver business value - and research indicates that it's now costing them their jobs. But does the blame lie elsewhere? Sampson Lee explains why customer experience professionals are innocent of a crime that they're paying for.
MetricsXM recently conducted some fascinating analysis of job postings for customer experience managers to identify the skills most commonly cited as key requirements for the role. As well as listing these skills, this article reached into MyCustomer's rich archive of content, to pull together a list of content to help customer experience managers learn more about these skills and develop them, linking to some of our most popular and valuable material.
The customer experience profession has evolved dramatically over the past 20 years - but has it now encountered an unholy problem? Jack Springman voices his concern that as CX has developed, some of the norms have become more like fundamental beliefs that are accepted without challenge - and when there is zeal for absolutes, good strategy development suffers.
Customer experience management is based on understanding your customers. So what do you do in times of consumer crises, such as the present coronavirus pandemic, when your customers suddenly adopt a completely different mindset? Chartered psychologist Simon Moore lists some psychological advice, suggestions and observations that you might find useful in times of consumer crises.
The role of the CX leader has evolved and matured in recent years, but has - until now - remained curiously undefined in many organisations. MyCustomer and Confirmit conducted a global study revealing the skills and responsibilities of CX leadership, unearthing surprising findings about the evolution of CX leadership.
Following his appearance as a panellist on MyCustomer's roundtable discussing empathy in service, Peter Dorrington digs deeper into how organisations embed empathy, including how empathy influences customer service; how to measure empathy; and what has worked well for organisations embedding empathy so far.
Organisations should recalibrate their customer experience efforts in response to COVID-19. Here, Forrester research directors Harley Manning and David Truog explain how they can do it.
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