Two Takes on Staff & Customer Experience Improvement
There’s nothing like a real holiday, disconnected from the Internet, to get you revved up and refreshed. I’ll tell you more about mine at the end, but first let me tell you about today’s interviews.
You get 2 in 1 podcast today!
Carolyn Galvin, Principal Customer Experience Analyst at Nuance Communications, Health Care Division
I started using Dragon dictation software when it first launched, back in 1997. As an author, I spent way too many hours typing, and my arms were complaining. I had high hopes, but the program really didn’t work very well. Ditto for the first several versions — I kept trying them, desperate for something that would solve my pain! (The latest versions are soooo much better!)
To make matters worse, in the early 2000s Dragon didn’t have much competition, so we pretty much had to take whatever kind of pricing and customer service they threw at us. It wasn’t great. But now competition has heated up (Siri, anyone?), and that has driven the company to start improving customer experience.
In the first interview on today’s podcast, Galvin discusses the internal portal she’s developed to help share customer experience (CX) best practices, learning, and praise for staff who deliver great CX. (In the podcast I also mention the O Positive tool at Oxford Properties. It’s pretty cool. Check it out!)
When the company first got interested in CX improvement, Nuance made the mistake many do: it focused on customers, but forgot that staff are key to getting those improvements made. Now “we’ve realized that staff play a crucial role to get client engagement,” says Galvin.
It has also started working more closely with customers to really understand their needs, frustrations, and how they see the future for Nuance.
“Now we’re allowing our customers to lead us… instead of us telling customers where we want to go.” Carolyn Galvin, Nuance
It sounds obvious that you should listen to your customers, but it is so easy to slip away from doing so. Especially if you are used to being the only game in town. But nobody’s immune to competition now.
Jennifer Lee, Partner, National Retail and Consumer Analytics Practice Leader at Deloitte LLP
Most businesses are still struggling to connect the data dots and turn them into insight, says Lee.
One problem many businesses have is that they are trying to find and hire people who are both data experts and have the creative skills to turn the data into ideas that will help the business grow.
The reality, she says, is that trying to find that elusive geek/artsie blend in one person is about as likely as finding a unicorn.
Instead she advocates building “purple teams” that blend people from each skill set. The “blues” are the data science types and developers. The “reds” have a strategic focus and industry experience.
It isn’t easy managing a team with both types of people, but if you figure out how to do it, you’ll have a massive competitive advantage.
Get a 20% Discount on CX Week Canada!
Send me an email and I’ll arrange a 20% discount for you. Hope to see you there!
I said I’d tell you about my trip, for those who are curious. It was awesome! We went to Florence (which I’d been to before, but not for decades) and then to Corsica, which is stunningly beautiful!
We did a tour of the “Cap de Corse” (the northern part of the island) by bicycle. It is very mountainous, so I was grateful to have a bike with an electric assist! If you are part of a couple where one is a keen cyclist and the other likes the idea but isn’t so keen on grunting up hills, an electric bike is the way to go!
We also had a crazy customer experience challenge with some airlines. We fell through the cracks on a code share between KLM, Air France and Air Corsica. I’ll be writing about that one soon.