Customer Experience: navigating disruptive forces with one clear focus by Nikki Lindgren

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Navigating Disruptive Forces and Enhancing Customer Experience

Hello and thank you for joining me. My name is Nikki Lindgren, the Director of Customer Experience at Positive Intelligence, currently presenting from Vienna, Austria. Today, I will explore how businesses can navigate disruptive forces with a clear focus on customer experience.

Management and Digital Transformation

As part of this presentation, we will explore not just the conceptual aspects of customer experience but its applications in real-world business scenarios. Why is it important to learn customer behaviour and performance? How can products provide cohesive experiences from discovery to purchase, disposal, and renewal? By the end, we will delve into a new vision of cooperative learning experiences that define the future of work.

The Power of Empathy and Resilience

Let me share a part of my childhood story that shaped who I am. This story is proof that adversity can be transformed into strengths such as empathy and resilience that are fundamental in the business setting. Human beings are at the centre of customer experience and I encourage you to exercise empathy and resilience whenever you can.

The Essence of Customer Experience

Customer experience revolves around the human experience. It involves creating value consistently as requirements evolve. It's about curating and evaluating important questions and focusing on customer behavior, learning, and performance metrics such as net promoter score, customer effort score, turnover rates, daily or monthly average use. By designing models of customer journeys with their points of truth, lights, and links, you can improve the right customer touchpoints.

Product Experience and Organizational Structure

Did you know that the product is not just about a tangible item but a cohesive experience from discovery to usage, maintenance, renewal, and even disposal? This paradigm shift faucets into understanding your role in the products and services you offer. Another important aspect is understanding the company’s organizational structure. Projects, when introduced and positioned for dual purpose, can enable agility by evolving a team's way of working.

The Future of Work

Kickstarting the future of work would involve supporting people, processes, and technology behind various customer touchpoints for delivery of intelligent experiences. This is achieved when projects are leveraged as learning tools within team structures that lead to robust customer and employee experiences.

Encouraging Resilience

Disruption is an essential part of the human experience. During this period of changing realities, it is important to remain resilient, pursue learning, and make positive choices. Look back into your life's major events and begin to accept or convert them into opportunities, and this too can be a powerful tool when dealing with conflict.

In closing, I want to express my gratitude to Anna Rawski and the women and tech organizers for this opportunity. I also thank you, the reader, for your time and I hope you found valuable insights from this blog post just as much as I derived pleasure from sharing my experiences.


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