Good CX’s Post

At CX Festival 2023, David dela Cruz from monday.com showed us some examples of how they make #CX a focus for the whole organization. They have these big screens in their office and a so called “screen takeover”. Normally, it's when they close a deal, but also if they get a really exceptional customer experience interaction. This is flashed up automatically on all the screens across all of our offices worldwide.💻 And this does two things: It celebrates the agent for doing a great job, but it also raises the profile of CX because multiple times a day, everyone in the organization sees something to do with CX in front of their faces.💡 Additionally, they had an executive shadowing day. Their entire executive team, CX level and VPs spent the entire day with CX answering tickets together. This is a really great way to see both what are the challenges that the customers are facing, but also raises the profile of CX within the management team.🎯 #cxfest #experts #customerservice #customerexperience #cx #cs #knowledge #event

**Teq Tuesday** In today's fast-paced world, the hospitality industry is undergoing a transformative shift, thanks to the integration of innovative technologies. From AI-driven customer service to smart room features, technology is redefining the guest experience, making it more seamless, personalized, and enjoyable. For customers, technology offers: Seamless Experiences: Mobile check-ins and keyless entry make arrival and departure quick and hassle-free. Personalization: AI-powered recommendations and tailored experiences based on preferences enhance comfort and satisfaction. Convenience: In-room smart devices allow guests to control lighting, temperature, and entertainment with ease. For businesses, the benefits are just as impactful: Operational Efficiency: Streamlined processes such as automated inventory management and staff scheduling free up time for staff to focus on service. Data-Driven Insights: Analytics provide a deep understanding of customer preferences, enabling businesses to offer more personalized services and drive loyalty. Revenue Growth: Enhanced customer experiences lead to increased repeat visits and positive reviews, boosting business success. In short, technology is no longer just an add-on; it's a vital component of the modern hospitality experience. As we continue to innovate, the possibilities are endless—creating a win-win scenario for both customers and businesses. If you would like to learn more about how technology can help your industry, or would like any more information on this post, feel free to reach out! #TeqTuesday #HospitalityInnovation #CustomerExperience #SmartTech #HospitalityIndustry

CX Unraveled goes Greece! Why Greece we hear you think? * We've been working closely together with Aegean Airlines to improve their customer experience and it has been a blast * Thirza lived in Athens, Greece for 2 years (age 16 - 18) and has embraced Greece in her heart. And spoiler alert - she can speak some Greek. So, we are bringing our award winning CX in 2 Days Masterclass to Athens this fall. Are you looking to scale up your CX knowledge, grow as a professional, and set up a plan to create better customer experiences within your organization? Then this Masterclass is for you! Join us for an immersive 2-day CX Masterclass where we will cover the ins and outs of customer experience, share best practices from inspiring companies, and provide practical knowledge that you can instantly apply to your own case during exercises. You'll leave the Masterclass with a clear plan of action and next steps. 📅 Date: September 18 & 19 🕘 Time: 09:00 - 17:00 📍 Location: Central Athens We're excited to have Christos Patikas joining us to share CX best practices from Aegean Airlines. We believe this is a fantastic opportunity for you to scale up your CX knowledge, grow as a professional, and learn how to create better experiences within your organization. We hope to see you there! Interested? Leave the word ‘interested’ behind in the comments and we’ll reach out to you. #CXMasterclass #CustomerExperience #ProfessionalGrowth #AthensEvents #CXTraining

Yesterday, we had an amazing time with Will Guidara at the Nordic Business Forum & Oslo Business Forum webinar on Unreasonable Hospitality! Here are 3 key takeaways you can start using today to transform your business: 1️⃣ Service vs. Hospitality: Service is the basics—meeting expectations. Hospitality is about making real connections and going above and beyond. Start by finding ways to make your customers feel truly seen and appreciated. 2️⃣ Empower Your Frontline: Your frontline employees know your customers best. Give them the freedom to make decisions and go the extra mile. Trust them, and you'll see magic happen! 3️⃣ Invest in Experiences: Follow the 95/5 rule. Be super strict with 95% of your budget, but use the remaining 5% to create unforgettable customer experiences. This small investment can lead to loyalty and long-term success. Get inspired and start making changes changes! For more insights, watch the webinar or read our summary 💡 https://lnkd.in/dmWW3trr #unreasonablehospitality #CX

🚀 Embrace the Future of Travel & Hospitality 🚀 In a competitive landscape, delivering personalized and seamless customer experiences is key to standing out. Our new whitepaper, "Last Call for a CX Upgrade in Travel & Hospitality," explores how brands can use data and technology to enhance their CX strategies. Learn more about the path forward for industry leaders. https://lnkd.in/ebbEC_5y #CX #TravelIndustry #Hospitality #Innovation

CXPA Singapore Chapter (https://cxsingapore.org/) is putting together an exclusive CX community event happening on Friday, 15 Nov 2024 where we'll be talking about “Driving Success Through CX Culture: Essential Insights”. Why Attend? In today's competitive market, a robust Customer Experience (CX) Culture is the cornerstone of a successful, customer-centric organization. This "By the Community, For the Community" event is intended to provide you with the insights needed to foster such a culture within your own company. There will be 03 industry practitioners & experts who will share their knowledge, practical tips and experiences on cultivating and driving a CX culture. Come and learn why a customer-centric approach is crucial for your organization’s success. There will be opportunity for you to ask questions and also network & connect with like-minded professionals who are passionate about customer experience. Share ideas, discuss challenges, and build valuable relationships that can support your CX journey. Register now at https://lnkd.in/gdneDGcF or via the QR code found in the event poster. (note: the small fee is to cover the refreshments that will be provided). See you there! Josephine Choon Ngoh Chua Troy Barnes, CCXP Tawishi Singh #CX #CXPA #customerexperience #culture #CXSG Francis Goh Larry Tan Akhil Bhan Lara Truelove Hui Hwa Koh-Minjoot Richard J Mayne Harish Agarwal Priya Naidu Customer Experience Professionals Association (CXPA)

Our team has returned from ACI World - Airports Council International’s Customer Experience Summit and Exhibition in Atlanta buzzing with ideas and inspiration.💡 There was lively discussion, new connections and plenty of energy throughout the summit. Marije Teerling (PhD) and Adam Ekman Pedersen shared their immediate reflections: Marije Teerling (PhD): “It’s time to take a more strategic approach to Customer Experience. Operational improvements are important, but these should be the standard rather than the aspiration. To differentiate their customer experience, airports need to reflect on what makes their context unique and identify how they can best serve both key customers and meet bespoke needs. I saw plenty of appetite for this during my panel session, and in conversations at the summit, but I think the industry is just beginning to scratch the surface, there are exciting times ahead.” Adam Ekman Pedersen: “Following the years of crisis in the airport industry, there is now a clear and urgent need for airports to optimise and enhance the quality of their customer experience. For me, key takeaways from the conference include the need to deliver seamless operations, to create immersive (commercial) experiences, and to continue the focus on sustainability.” If you’re looking to improve passenger satisfaction, loyalty, and non-aeronautical revenues, download our latest whitepaper to gain insights into our five-step approach to developing a successful CX strategy for your airport. https://lnkd.in/e2sKsHNK Peter Rieff, Inna Ratieva #ACIWorld #CustomerExperience #AirportInnovation #SustainableAviation #NACO

Some organizations shy away from CX focus because they think it's too much work. And it could be. But there are plenty of small things to be done - to dramatically improve your customers' experience. Example: yesterday at an after-hours event at the Royal Ontario Museum, the coat check staff member handed me my ticket and suggested I take a picture of it right away, just in case. Many people lose their tickets, going through a lot of pain to get their coats. This simple solution costs nothing, but successfully improves a potentially huge pain point. And yes, at the end of the event I actually saw someone getting their coat by using their photo. It works! CX is not more work. It's smarter work. #CX #customerexperience

🌟📚 Ready to dive into 'Unreasonable Hospitality' by Will Guidara? Discover the art of going beyond the ordinary in customer experience and creating legendary moments that redefine hospitality. Stay tuned for insights that will elevate your customer experience game! #therealissaj #fyp #explore #UnreasonableHospitality #CustomerExperience

Great experience learning, exchanging and networking with CX Thought Leaders who are transforming how brands interact, support and serve their customers, "One Experience at a Time". Curious about how to unlock Customer and Shareholder value through Customers Experience? Let's talk about it! Simone Silva, MS, MBA CXM@MSU