PCxD Principle #2: Guide with Empathy

I recently introduced a concept for enlisting the support of employees that uncovers and fulfills the needs of customers that we call People-Centric Experience Design (PCxD), defined as: Fostering an environment that creates positive, memorable human encounters Principle #2: Guide with Empathy The Merriam-Webster dictionary defines “empathy” as “the ability to imagine oneself in another’s place and understand the other’s feelings, desires, ideas, and actions.” It turns out that most people have an innate ability to be empathetic. While people may want to help others, they are—as we describe in the Six Laws of Customer Experience—self-centered, naturally viewing the world and making Read More …

Don’t Rely On Empathy

Last week, New York Times columnist David Brooks wrote an Op-Ed piece called The Limits of Empathy. He argues that empathy doesn’t really affect how people act. It’s an interesting article. Here’s an excerpt: “Empathy makes you more aware of other people’s suffering, but it’s not clear it actually motivates you to take moral action or prevents you from taking immoral action… Empathy is a sideshow. If you want to make the world a better place, help people debate, understand, reform, revere and enact their codes…” My take: Let’s assume that Brooks’ observations are correct. They still do not discount the Read More …

American Airlines Needs Some Empathy

I was stuck on the tarmac in Dallas yesterday with my daughter, as American Airlines tried to sort out an issue with the plane. The plane was hot and uncomfortable, yet the flight attendants did nothing to help — no information, no offer of water, nothing — they hung out together at the front of the plane. The only interaction that I saw with a flight attendant was a mean interchange with an understandably frustrated passenger. There were also long gaps of time without any information from the pilot about our situation. What’s missing? Empathy. Employees didn’t care about the Read More …

Health Care Needs More Empathy

The US healthcare system needs a major makeover. Costs are skyrocketing, institutions aren’t geared for chronic care, and customer experiences aren’t very good. But there’s some hope. Retailers and medical providers are applying retail strategies to health care. After closing a majority of its walk-in clinics, Wal-Mart is rebuilding the business through partnerships with hospitals, Cleveland Clinic is working with CVS drugstore clinics, and the Mayo Clinic operating a couple of Express Care clinics. These retail locations aim to increase the convenience and decrease the costs of some health care interactions. In Forrester’s Customer Experience Forum, I led a panel of customer experience executives that included the Chief Experience Officers from both CIGNA Read More …

Use The Human Conversational Model to Create Engaging Contact Center Interactions

Human beings are naturally social, and one of the fundamental ways that we build rapport and bond with other people is through conversations. Organizations can tap into our innate affinity for engaging conversations to deepen relationships with their customers by designing interactions that mirror the key elements of compelling everyday conversations.  To help organizations do this, we created The Human Conversational Model, which we’ve previously applied to digital interactions. This post explores how that framework can be applied in contact centers to facilitate more productive and emotionally resonant interactions between agents and customers. This model has seven components, which are Read More …

Effective Communication: A Critical Skill to Propel XM Success

In a world where humans are inundated with messages 24/7 through a myriad of channels from a variety of sources, it’s a challenge to cut through the noise to reach employees with important information that helps them do their jobs better. Yet this is exactly the challenge experience management (XM) leaders must overcome if they want to successfully design and deliver great experiences to employees or customers. In fact, effectively informing employees about XM is so important that Ecosystem Communications is one of our 20 XM skills organizations must master to embed XM as a discipline. When people understand why Read More …

Tapping into the Six Traits of Human Beings During a Crisis

Experience Management (XM) is all about human beings. Customers are human. Employees are human. Partners, leaders, suppliers, prospective customers… all human. In the current environment, where many people are facing hard times, it’s more critical than ever for organizations to find ways to demonstrate their humanity and build deeper emotional ties with all the people who interact with them. This, unfortunately, is easier said than done. Human beings are complicated and can be difficult to understand. So to adapt your experiences to address the shifting concerns of the people you care about, consider their needs across all Six Traits of Read More …

The State of CX Management, 2019

I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports. One of the great things about now being a part of the XM Institute is that we can give it away for free. To understand the current state of customer experience (CX) management, we surveyed 212 CX professionals around the world from companies with at least $500 million in annual revenues. Respondents at these large firms not only answered questions about their organizations’ CX efforts, they also completed our CX Competency & Maturity Assessment, which Read More …

Closing And Welcoming The Year Of Humanity

Last year Temkin Group labelled 2018, The Year of Humanity. With all of the discord and tension throughout the world, it seemed like a good time to promote the following mindset: Embrace diversity. Recognize our differences and find ways to treat people as individuals. Extend compassion. Tune into the condition of the people around us and care about their well-being. Express appreciation. Proactively look for and acknowledge the positive aspects of the world around us. The focus on humanity seemed to resonate with a lot of people. Rather than moving on to another theme for the upcoming year, we’ve decided to double Read More …

2019 XM Trends From Qualtrics Thought Leaders

This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise. We have some amazing people across Qualtrics who regularly help organizations master all aspects of XM: Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Product Experience (PX). And the trends they shared Read More …

eBook: Humanizing Customer Experience

Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act. How individuals can improve humanity by embracing diversity, extending compassion, and expressing appreciation. Three strategies for CX professionals to improve humanity: act with purpose, create positive memories, and cultivate deep empathy. Read More …

Lessons From Temkin Group’s Humanity Workshops

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada. It’s been an amazing experience to see the overwhelmingly positive response from more than 600 CX professionals. The workshop has a simple agenda, examining how attendees can improve humanity: As Individuals As CX professionals As a collective CX community For those of you who have not been able to Read More …

CX Myth #1: The Customer Is Always Right

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes. What’s Right: Customers are not always right, but they always deserve the benefit of the doubt, and to be treated with respect even when they are wrong. What You Read More …

The Six Key Traits of Human Beings (Video)

One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. This video identifies six key characteristics to keep in mind whenever you’re dealing with all types of people. This video is a great introduction to a discussion with your team. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion. Video Script: One of the most important – but often forgotten – elements of customer experience is that it’s all Read More …