“Customer service” is a fairly broad term. The idea incorporates everything from phone calls and digital communication apps to data analytics, marketing and professional development. While each company, organization and leadership team may have a different approach to how they structure and define their customer experience, there are some common principles and values that unite every person working in this space. Whether you’re a solutions provider, a thought leader or a brand looking to improve CX and EX, you’re looking to improve the lives and the interactions of the people you encounter in your day-to-day life.
Oftentimes, the work, tools, technology and talent necessary to improve customer contact go unnamed. Some brands have built a reputation for customer centricity, and in turn they become inspirations for customer contact operations. There are technology vendors offering products that are synonymous with the customer experience. But even when we think about these standout organizations, we so rarely focus on the individual people creating exceptional experiences.
For a business that is centered around people, CX can feel pretty nameless–even faceless. It's why we’re starting a new writing series here at CMP titled A Day In The CX Life With CCW Digital, where we’ll be taking a look into the people, technology, tools and trends that drive the customer contact industry. In this series we’re asking employees just like you to share how they spend an average workday–from wake-up routines to dinner menus–and the decision making that goes into their projects.
By providing snapshots of employee experience across our industry we’re creating space for discussions on what the pathway towards CX success looks like, because we know that path isn’t always linear. From school and first jobs that got us here, to the tasks we might take up on a random Tuesday, we’re highlighting the up-and-comers, life-timers, movers and shakers of this industry.
Why?
There are so many things that all of us think about and work around in a given day: omnichannel and digitizing the contact center, improving employee engagement, streamlining processes, brand building, diversity and equity, career scaling, parenthood and more. While we each have our own individual journey, we share many commonalities that allow us to connect–online and at conferences, as clients and sponsors, and most importantly as people. But, they’re commonalities that we might not always notice or have the chance to share with others.
We can’t forget that those-oh-so important connections don’t just stop at the end of a meeting or an email signature–they’re made in how we take our coffee in the morning, what TV shows we binge to wind down at the end of the day, and even what type of pen is our favorite to write with. All of those little details culminate in finding a best friend at work, building a new business, securing mentorship, and even a good customer experience. Customers have pleasurable experiences when they find a company, brand, mission, or agent they can relate to and empathize with. Shouldn’t those of us on the other side of the screen be able to do the same?
That is what inspired me to launch A Day In The CX Life. The more that our community here at CCW Digital gets to know one another, the better we’ll be able to continue improving the customer contact space. Here, we can share information that will support our colleagues, encourage inclusion across departments, spark inspiration and provide transparency on the who’s who of this industry. Through this series, in the coming months you’ll get to meet many people–from CX influencers and CEOs, to newcomers and status quo challengers.
Know somebody who might be a good fit for our series? If you’d like to nominate a member of your team or highlight new initiative your organization is tackling through your work, shoot me an email at wandy.ortiz@cmpteam.com
I’m excited to get to know you–and know our CCW Digital community will be, too!