Inspired CX—The Provider Community Takes Care of Customers, Staff, and Community During Crisis

By Gabe Smith, CCXP posted 04-09-2020 05:23 PM


This period may be remembered as the finest hour for CX. For better or worse, some companies are proving that they are who we thought they were, while others surprise with heretofore unknown demonstrations of CX resiliency and agility.

Recently, I wrote about how CX practitioners are helping their organizations navigate these uncharted waters and mitigating negative customer impact through their deep knowledge of customer journeys. The positive reaction to the piece showed me that we’re all in Helping handsthe mood for some good news—proof points about how the key tenets of CX are being put into practice and shining like a beacon during dark times.

Having already profiled a few practitioners, I talked with Molly Perrin, CXPA’s Membership Community Manager, and asked her to put me in touch with a few of our sponsors to get a sense of how the CX provider community is taking care of their customers, their fellow employees, and their communities during this time. I posted the question to CXPA’s discussion forum as well so that CX professionals of all stripes can weigh in. Join the discussion; I may reach out to ask you to share your thoughts in an upcoming article.


 The team at CallMiner, which focuses on speech and interaction analytics that benefit service and experience professionals, created a new COVID-19 focused online community for their customers on March 5th, shortly after the first customer questions about responding to the disease began popping up in their general product forum. “We knew it was coming and that it was going to affect all of our customers at some point,” says Kate Davis, Customer Engagement Marketing Manager.  “We wanted to get ahead of it,and work on collecting resources for customers from our business analyst team, feedback from the customer success team, and then push them to the general community.”  Beyond bringing together their user community for knowledge sharing, there’s been a psychological benefit as well. “The people that use our technology are very unique, very intelligent, and very creative,” says Brian LaRoche, Director of Outreach Marketing. “Having this community of like-minded people has provided not only guidance and inspiration, but there's been an element of therapy to it as well.”


Kelley Johnson is Sr. Director, Brand Communications at InMoment. “Our team has added additional feedback parameters and text analytics around COVID-19 to many of our client surveys,” she says. “We’re also customizing client program invites and questions specific to them and their market needs.” Kelley also sees InMoment clients adapting to better serve their customers and their communities, and the company has focused on telling their stories. “We’re highlighting additional clients and companies that are doing amazing things on our social media platforms in a “People Over Profit” campaign,” she says.


As Head of Global Campaigns at Quadient, Melissa Burns is leading a taskforce aimed at how the company can best help their customers and “embracing our core values as we give back to the community,” she says. Already, the team is hard at work doing Doctors performing surgeryjust that. A doctor in the Czech Republic posted to Twitter that his team needed a better application for scheduling shifts for medical professionals handling COVID-19 cases. Quadient’s R&D team answered the call. “In less than a week, the Quadient team – working weekends, evenings, and between projects – was able to design, build, test, and deploy a scheduling application in 96 hours. The team of developers, testers, consultants, UX designers, and technical writers worked on the final solution with great commitment and collaboration around the clock. They ultimately delivered the exact solution the care centers across the Czech Republic needed.”