Melbourne Network: CX Circle

The topic of the session is ‘Rethinking CX Strategy through a crisis' with some suggested questions for the group discussion:

• How have your organisations dealt with the crisis over the last three months?

• How has your value proposition changed or need to change further to adapt to the new normal?

• Have you uncovered any new opportunities during the crises? How have your customer’s needs changed?

• What changes have you implemented to your Voice of Customer process? What further changes are you planning during recovery and rebuilding stages, post COVID-19? Are you still measuring NPS? What are the results, any changes to the baseline? What’s the customer sentiment?

• What does service delivery look like? What changes have you implemented in the last three months and how likely are these changes to become the new normal/BAU?

• How have your employees responded to the crises? What new or re-imaged employee engagement activities have worked well in your organisation over the last three months?