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“Successful people do what unsuccessful people are not willing to do. Don’t wish it were easier; wish you were better.” — Jim Rohn, one of America’s foremost business philosophers.

Hard to live up to but worth trying.

[Editorial]
Digital Banking Trends Evolve In 2021, But Customer Needs Stay The Same

Liz Frazier identifies the core truth in customer experience: the most important step is to understand your customer’s underlying needs .

For example:

• Search engines deliver answers to questions
• Banks deliver safekeeping of money, making payments, making loans, and making investments

In CX we can sometimes be side tracked by technology. It’s not uncommon to spend a lot of time and effort discussing, strategies and implementing technology. It’s almost as if the technology is the end itself instead of a means to an end.

But, from the customer’s perspective the technology is immaterial. Technologies come and go but if you understand the fundamental customer need you will be able to move from one to the next while staying relevant to your customer. 

Do you have a crystal clear understanding of your customer’s need? 

Can you point to a place where a succinct summary of it is written down?

[Podcasts]
The Top Customer Experience Podcasts (Updated March ’21)

For a relatively niche industry segment, Customer Experience has a rich variety of regular podcasts to which you can subscribe.

This regularly updated post provides links to the most popular CX podcasts along with their focus, presenters and durations.

[Research]
COVID-19 Digital Transformation & Technology

Consulting heavyweight McKinsey & Company surveyed C-Level executives and found that companies accelerated the digitization of their customer and supply-chain interactions and of their internal operations by three to four years during 2020.

That companies accelerated the rollout of digital offerings is not surprising. Here in Australia it’s been months since I paid cash for anything, right down to a cup of coffee. 

What is surprising is the size of the acceleration in rollout timing that was achieved. For example, executives expected “Increase in remote working and/or collaboration” to take 454 days but it actually took just 10.5! 43 times faster.

It demonstrates that when change is needed, it can happen much more quickly than anticipated. 

[Career]
This Week’s Pick of Customer Experience Career Opportunities

• United States: Director, Customer Experience at IAA Inc.
• United Kingdom: Director Customer Experience at Virgin Pure (£80,000/yr – £100,000/yr)
• India: Director of Customer Experience at ApplyBoard
• Australia: Head of Customer Excellence at Randstad Australia