Last week RagingWire attended Forrester’s Forum for Customer Experience Professionals East in New York City. The event was outstanding – it was educational, inspiring, and a great networking opportunity with over 1,400 attendees.
It was also a proud moment for RagingWire. The prestigious Outside In Awards for customer experience were presented at the event and RagingWire was named a finalist in the Governance category! We were thrilled to be recognized along with the other finalists: Ally Bank, American Cancer Society, Blue Cross Blue Shield, DBS Bank, Lego, Pitney Bowes, PWC Australia, Rogers Communication, Safelite AutoGlass, and VMware.
After reflecting on the many excellent presentations at the Customer Experience Forum, several common themes emerged. Here are my top five take-aways from the event:
GET STARTED. Don’t wait until everything is perfect (let’s be honest, this would be a very long wait). Progress today is better than perfect tomorrow. Your competitors are constantly looking for ways to innovate, and you should too.
LOOK WITHIN. Your employees are your brand, and they are key to executing your customer experience strategy. Start by empowering and engaging your employees, and build this thing together!
LOOK WITHIN AGAIN. Rethink business silos traditionally focused on internal needs, and replace them with an overall organization uniquely designed to delight customers.
PUT YOUR CUSTOMER HAT ON. A critical component is developing your customer journey map, a visual illustration of all the steps a customer goes through while engaging with your company. This tool will allow you to walk in your customers’ shoes to ensure you’re not only meeting their needs, but that you’re also easy and enjoyable to do business with.
PATIENCE AND PERSISTENCE. Customer experience is a journey – there really is no ending point. Success comes from ongoing practice that takes time to implement and mature. Be consistent and the hard work will pay off.
And just as is true in executing any strategy, the foundation is leadership. The customer experience leaders in your organization must be passionate and committed in order to engage every single employee. As Jeri Ward of Audi America stated in her wonderful presentation, “You can’t delegate passion. It must be inspired.”
Thank you Forrester for being a passionate and committed voice for customer experience and for the honor of being named a finalist in the Outside In Awards. Congratulations to all the finalists!