CXFilipinas

04/12/2021

Disabled travelers are experiencing hostility, anxiety, and humiliation from the TSA agents and customer service treatment with them. Wheelchairs broken in transit, airport escorts who never show up, children with autism separated from their parents at security gates and pat-downs that felt like sexual assaults are the most common complaints.

https://www.npr.org/2021/11/09/1049814332/despite-calls-to-improve-air-travel-is-still-a-nightmare-for-many-with-disabilit

Congress told the Transportation Security Administration and airlines in 2018 to improve air travel for people with disabilities. But TSA data and stories from flyers suggest little has improved.

28/11/2021

80% of new customers are after brands that are easier to do business with, make them feel more valued, and appreciate them as people. Organizations with the best CX proactively identify and resolve customer issues, rather than waiting for them to tell you. They also use customer personas (a fictional character created to represent a user type that might use a site, brand, or product in a similar way) and journey maps to their advantage.

https://www.cmswire.com/customer-experience/3-ways-to-center-your-business-around-customer-experience/

For customers, the experience your brand offers is just as important as the product.

26/11/2021

Customer retention can increase profits by 25% to 95% according to research. Consumers of today want a more holistic view of their financial information, more control over their finances, more product choice, higher personalization, and data protection. BaaS or "Backend-as-a-Service" has been increasingly utilized to cater to the personalized needs of bank customers which some cleverly turned into "Banking-as-a-Service."

https://www.finextra.com/the-long-read/292/utilising-banking-as-a-service-for-personalised-propositions

Photo credit: M2P Fintech blog, "Banking As A Service-Redefining Financial Services" | Medium.com

06/11/2021

Supply chains worldwide are buckling under the COVID19 pressure. While other retailers will absorb the impact of the supply chain crisis, 59% of them will be passing the burden to the consumers by increasing the prices. There will be fewer sales and promotions as well this holiday season.

https://www.retailcustomerexperience.com/news/retail-leaders-supply-chain-will-spike-prices-cause-product-shortage/

Every retail leader polled in a First Insight survey expects supply chain disruptions to affect prices, promotions and sales, according to a press release. The survey was conducted by First Insight and the Baker Retailing Center at the Wharton School…

20/10/2021

As of date, a vaccine mandate is yet to be imposed on the Philippine labor force. But high officials are considering it and some even pushing it to take place.

At a time where the attrition rate is at its highest in America, many wonder if the vaccine mandate can make matters worse. On the contrary, increasing numbers of employees would prefer to work for a company with such health and safety measurements in place. How is vaccine mandate related to strengthening employee engagement?

https://www.triplepundit.com/story/2021/vaccine-mandates-employee-engagement/729861

A recent survey has suggested that vaccine mandates could be one way for employees to score trust engagement and loyalty from employees.

08/10/2021

Happy Friday, everyone!🥰 Last Tuesday, October 5, 2021, we celebrated the Global Customer Experience Day. 🎉 Every first Tuesday of October is established by the CXPA - Customer Experience Professionals Association as the Global CX Day and has been officially acknowledged by the US Congress!👏

But we at CXFilipinas believe that every day should be CX Day! 🎈❤️

Championing CX often means proving its value and fighting to get people on board." These 50 fresh stats can help you strengthen your resolve to keep pursuing CX interests for your organization such as Forrester's study shows that customers are 2.7 times more likely to spend more when companies communicate clearly, or that 90% of B2B buyers will turn to a competitor if a supplier’s digital channel can’t keep up with their needs according to Avionos research.
https://www.forbes.com/sites/blakemorgan/2021/10/04/celebrate-cx-day-with-50-fresh-stats-that-prove-the-value-of-cx/

Companies and customers have faced unimaginable changes and challenges over the past two years and made customer experience more crucial than ever before. To celebrate CX Day and the importance of CX in all companies, here are 50 fresh statistics that prove the value of CX.

08/09/2021

E-commerce giants like Lazada and Shopee saw a “huge uptick” in sales of essential goods and hobbies-related items during the pandemic. At least 37% of the Philippines’ digital service consumers were new to online services when the pandemic hit, but 95% of these consumers are expected to continue using online channels even when the pandemic will ever be over. What are the must-knows for a new online seller to hit the ground running?


bworldonline.com/in-navigating-e-commerce-new-online-sellers-need-help-too/

WITH mall shopping now a distant memory for many, how has the process of enticing customers to buy your wares changed in the e-commerce age?

18/08/2021

One secret to withstanding the " " is to hire people other employers overlook. Bitwise Industries, for example, provides paid apprenticeships to marginalized communities and specifically "recruits workers from historically disenfranchised communities and systemic poverty." Nationwide Mortgage Bankers or NMB, on the other hand, has a different strategy: create roles for the people they want to hire, rather than finding people to fill pre-determined positions.

https://fortune.com/2021/08/09/best-small-medium-workplaces-2021-bitwise-great-resignation-recruitment-retention/

Many employers are facing a hiring crunch—a fight to find and retain talent as business picks up and job openings soar.

28/07/2021

Since the start of the pandemic, 32% of Asia-Pacific consumers have reached out to business support via messaging for the first time, 50% of businesses offer messaging because it provides faster time-to-resolution, and 42% use it to provide 24-hour support. The B2C e-commerce platform SHEIN, for example, earned a 73% decrease in first-response reply time and a 50% increase in the number of Instagram messages customer service agents could respond to in one hour because of conversational support.

https://aithority.com/machine-learning/why-conversational-tech-is-transforming-the-customer-experience/

Conversational experiences are just one part of creating an ongoing relationship with your customers, writes Zendesk's senior executive.

30/06/2021

Due to the pandemic, more companies big and small became more conscious of their employees' health and mental wellness. But a new rigorous study by Harvard University and The University of Chicago revealed a surprising result that employee wellness programs neither make workers healthier nor save companies money.

https://www.inc.com/jessica-stillman/employee-wellness-programs-harvard-university-chicago.html

Employee wellness programs neither make workers healthier nor save companies money, says new research out of Harvard and the University of Chicago.

09/06/2021

In the , employees would want the flexibility of being more productive with a work-from-home setup but also want in-person interactions. "The 'hybrid' is emerging as an essential way of doing business going forward," says Desmond Dickerson, Director, Future of Work, Microsoft. Twitter also saw the advantage of offering remote work as a permanent setup as they can hire talents across the country or even internationally.

Are we looking at the for white-collar jobs in the Philippines?

https://www.youtube.com/watch?v=RC_PXR660l8

Unemployment claims dropped again Thursday, and this week may also bring a clearer picture of what's happening with the job market. As more Americans get vac...

19/05/2021

"The COVID-19 pandemic has forever changed the way people access healthcare. Digital health and well-being solutions are at a distinct advantage over traditional programs when it comes to data collection, analysis, and action. Through the power of information and advanced data science, each employee’s path can be personalized to drive the greatest potential participation and the highest level of success." - J. Kevin Porter, Employee Benefit News (EBN)

https://www.benefitnews.com/opinion/emerging-employee-benefit-trend-digital-health-and-well-being

Employees already spend more than a third of their waking hours on a device, so why not meet them where they’re at by offering interactive, easy-to-access digital health and well-being options.

27/04/2021

Did you know that 20% of work-from-home employees are said to be lost and battling through loneliness? Tracy Cote, Chief People Officer at Zenefits talks about how business owners can keep their remote workers engaged especially introverts.

https://www.youtube.com/watch?v=ul6rVSwg8Qs

Tracy Cote, Chief People Officer at Zenefits, reveals quick tips on how small business owners can keep remote employees engaged to help improve employee rete...

17/04/2021

08/03/2021

Identifying and developing new organization leaders and managers who can replace previous key players when they leave, retire, or die should always be a prime priority for every company. But because of the unpredictability brought on by the pandemic, succession planning became even more critical.

What are the roles that require succession planning? How do you chart success for high potential employees? Read on to find out.

https://www.hrexchangenetwork.com/hr-talent-management/articles/succession-planning-in-the-new-normal-preparing-for-a-changing-workforce

Succession planning may seem like a luxury at a time like this, but it's the uncertainty of futures that should make succession planning a top priority for every HR team in 2020 and beyond.

01/03/2021

How can VUCA (Volatility, Uncertainty, Complexity and Ambiguity) of the late 1990s be resolved by the VUCA Prime of 2007 (Vision, Understanding, Clarity, Agility) in the business world? Can the VUCA leadership skills and strategies help to provide meaningful Customer Experience and Employee Experience at this crucial time of the pandemic?

Read on to know the interesting take of Mary Jane Valero PhD, a seasoned organizational leader and CX and EX specialist.

https://www.linkedin.com/pulse/using-vuca-prime-reshape-customer-employee-new-normal-valero-phd/?trackingId=kqUCJYB9R1KrmIMVYIDTDQ%3D%3D

Published: March 1, 2021. Five years ago, I was invited by a retail and distribution company to talk about VUCA in the context of Customer Experience (CX) in their annual national conference. I remember being so passionate about the topic that I even did a mystery shopping series, weeks before my ta...

18/02/2021

Love ordering food online? Or want to start up a food business but does not have funds to build your store? The latest trend in the food industry is what they call "ghost kitchen" (aka dark kitchen, virtual kitchen, or cloud kitchen), a cooking facility that produces food for delivery but has no dining area for customers.

Despite the COVID19 restrictions, this method allows small businesses to start with a small investment and lesser risks. Is it worth a try in your area?


https://www.youtube.com/watch?v=_Dt4biV7pto

Ghost kitchens are kitchens designed for delivery-only businesses, without dine-in areas or customer facing storefronts. The pandemic has ravaged dine-in eat...

12/02/2021

𝐒𝐮𝐫𝐯𝐢𝐯𝐚𝐥 𝐨𝐟 𝐭𝐡𝐞 𝐅𝐢𝐭𝐭𝐞𝐬𝐭: 𝐆𝐚𝐦𝐞 𝐩𝐥𝐚𝐧 𝐟𝐨𝐫 𝟐𝟎𝟐𝟏 (𝐚𝐧𝐝 𝐛𝐞𝐲𝐨𝐧𝐝)
By Mary Jane Valero PhD

For many organizations, the first quarter will be about finalizing game plans for the year. Some may have already crafted their initial plans before the previous year ended but after we declared our financial figures the past couple of weeks – adjustments on these plans needed to be done for us to lay down more realistic focus areas for 2021.

While we do this – we realize that we are still in a crisis mode and we can’t help but reflect on the “𝘚𝘶𝘳𝘷𝘪𝘷𝘢𝘭 𝘰𝘧 𝘵𝘩𝘦 𝘍𝘪𝘵𝘵𝘦𝘴𝘵” which was popularized by the Theory of Evolution. It has become very relevant again because of the COVID-19 pandemic – those with the strongest, healthiest, and fittest immune systems have higher chances of surviving. But this concept has also evolved to apply beyond the physical body. Now, more than ever, we look at the most adaptive and best-fitted individuals and teams to help organizations survive.

Here’s a 𝘚𝘶𝘳𝘷𝘪𝘷𝘢𝘭 𝘎𝘶𝘪𝘥𝘦 that may help us navigate another challenging year – and even thrive beyond it.

𝐏𝐫𝐨𝐭𝐞𝐜𝐭 𝐭𝐡𝐞 𝐛𝐚𝐬𝐞 – 𝐨𝐮𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬, 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬, 𝐚𝐧𝐝 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞𝐬. We protect our core businesses because they equate to our organizational existence. We safeguard our customers too, taking extra care of their concerns and the solutions they badly need now. We also provide the most basic need for employees – Pay (salaries) as other additional Perks may have to be parked until the economic situation stabilizes further.

𝐌𝐚𝐧𝐚𝐠𝐞 𝐥𝐢𝐦𝐢𝐭𝐞𝐝 𝐫𝐞𝐬𝐨𝐮𝐫𝐜𝐞𝐬 – 𝐢𝐧𝐜𝐥𝐮𝐝𝐢𝐧𝐠 𝐦𝐚𝐧𝐩𝐨𝐰𝐞𝐫, 𝐮𝐭𝐢𝐥𝐢𝐭𝐢𝐞𝐬 𝐚𝐧𝐝 𝐬𝐮𝐩𝐩𝐥𝐢𝐞𝐬, 𝐚𝐧𝐝 𝐞𝐯𝐞𝐧 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬. We confront realities – lower income, slower business, mergers across industries, and even the possibility of new regulatory measures from the government and international organizations.

𝐃𝐞𝐥𝐢𝐯𝐞𝐫 𝐬𝐮𝐛𝐬𝐭𝐚𝐧𝐭𝐢𝐚𝐥 𝐯𝐚𝐥𝐮𝐞 – 𝐭𝐡𝐫𝐨𝐮𝐠𝐡 𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞, 𝐞𝐱𝐭𝐫𝐚-𝐜𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧, 𝐚𝐧𝐝 𝐚𝐝𝐝𝐢𝐭𝐢𝐨𝐧𝐚𝐥 𝐫𝐞𝐯𝐞𝐧𝐮𝐞. We look for non-traditional ways of selling and acquiring new or repeat customers. Our Marketing team must create new 𝘷𝘢𝘭𝘶𝘦 for the 𝘯𝘦𝘸 market? What else can the company offer?

As individual employees, we strive for superiority – why will our organization need us this year? What is our niche – something that only we can provide to the company?

As teams, we strive for success – why is our team essential? Why should the team stay and not fold or combine with another team (with a similar or an adjacent function)?

We clean-up systems, processes, and procedures. Why is customer or employee request still being done manually? What is the show-stopper in automating it?

We identify the star players – those who providing extra-contribution, going beyond their Job Descriptions and daily tasks. How can we develop more of them?

𝐀𝐝𝐚𝐩𝐭 & 𝐚𝐥𝐢𝐠𝐧 𝐢𝐧𝐭𝐞𝐫𝐧𝐚𝐥𝐥𝐲 & 𝐞𝐱𝐭𝐞𝐫𝐧𝐚𝐥𝐥𝐲 – 𝐞𝐦𝐛𝐫𝐚𝐜𝐢𝐧𝐠 𝐚𝐠𝐢𝐥𝐢𝐭𝐲, 𝐠𝐨𝐢𝐧𝐠 𝐟𝐨𝐫 𝐬𝐡𝐚𝐫𝐞𝐝 𝐨𝐫 𝐨𝐮𝐭𝐬𝐨𝐮𝐫𝐜𝐞𝐝 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬. We review our current business model and ask these questions: Will this model push us forward? Is there a need to remodel?

We aim for shared services – both internally and externally. What other functions can our team handle? What can be outsourced that will either reduce cost or provide additional revenue – but will not compromise Customer Experience and Employee Experience?

These are realities and challenges. These are calls to action too – for us as individual employees, as teams, and as organizations.

Are we among the fittest who will survive in the next months – and thrive in the Next Normal of our industry – well beyond 2021?