CXFilipinas

04/12/2021

Disabled travelers are experiencing hostility, anxiety, and humiliation from the TSA agents and customer service treatment with them. Wheelchairs broken in transit, airport escorts who never show up, children with autism separated from their parents at security gates and pat-downs that felt like sexual assaults are the most common complaints.

Congress told the Transportation Security Administration and airlines in 2018 to improve air travel for people with disabilities. But TSA data and stories from flyers suggest little has improved.

28/11/2021

80% of new customers are after brands that are easier to do business with, make them feel more valued, and appreciate them as people. Organizations with the best CX proactively identify and resolve customer issues, rather than waiting for them to tell you. They also use customer personas (a fictional character created to represent a user type that might use a site, brand, or product in a similar way) and journey maps to their advantage.

For customers, the experience your brand offers is just as important as the product.

26/11/2021

Customer retention can increase profits by 25% to 95% according to research. Consumers of today want a more holistic view of their financial information, more control over their finances, more product choice, higher personalization, and data protection. BaaS or "Backend-as-a-Service" has been increasingly utilized to cater to the personalized needs of bank customers which some cleverly turned into "Banking-as-a-Service."

https://www.finextra.com/the-long-read/292/utilising-banking-as-a-service-for-personalised-propositions

Photo credit: M2P Fintech blog, "Banking As A Service-Redefining Financial Services" | Medium.com

06/11/2021

Supply chains worldwide are buckling under the COVID19 pressure. While other retailers will absorb the impact of the supply chain crisis, 59% of them will be passing the burden to the consumers by increasing the prices. There will be fewer sales and promotions as well this holiday season.

Every retail leader polled in a First Insight survey expects supply chain disruptions to affect prices, promotions and sales, according to a press release. The survey was conducted by First Insight and the Baker Retailing Center at the Wharton School…

20/10/2021

As of date, a vaccine mandate is yet to be imposed on the Philippine labor force. But high officials are considering it and some even pushing it to take place.

At a time where the attrition rate is at its highest in America, many wonder if the vaccine mandate can make matters worse. On the contrary, increasing numbers of employees would prefer to work for a company with such health and safety measurements in place. How is vaccine mandate related to strengthening employee engagement?

A recent survey has suggested that vaccine mandates could be one way for employees to score trust engagement and loyalty from employees.

08/10/2021

Happy Friday, everyone!🥰 Last Tuesday, October 5, 2021, we celebrated the Global Customer Experience Day. 🎉 Every first Tuesday of October is established by the CXPA - Customer Experience Professionals Association as the Global CX Day and has been officially acknowledged by the US Congress!👏

But we at CXFilipinas believe that every day should be CX Day! 🎈❤️

Championing CX often means proving its value and fighting to get people on board." These 50 fresh stats can help you strengthen your resolve to keep pursuing CX interests for your organization such as Forrester's study shows that customers are 2.7 times more likely to spend more when companies communicate clearly, or that 90% of B2B buyers will turn to a competitor if a supplier’s digital channel can’t keep up with their needs according to Avionos research.

Companies and customers have faced unimaginable changes and challenges over the past two years and made customer experience more crucial than ever before. To celebrate CX Day and the importance of CX in all companies, here are 50 fresh statistics that prove the value of CX.

08/09/2021

E-commerce giants like Lazada and Shopee saw a “huge uptick” in sales of essential goods and hobbies-related items during the pandemic. At least 37% of the Philippines’ digital service consumers were new to online services when the pandemic hit, but 95% of these consumers are expected to continue using online channels even when the pandemic will ever be over. What are the must-knows for a new online seller to hit the ground running?


bworldonline.com/in-navigating-e-commerce-new-online-sellers-need-help-too/

WITH mall shopping now a distant memory for many, how has the process of enticing customers to buy your wares changed in the e-commerce age?

18/08/2021

One secret to withstanding the " " is to hire people other employers overlook. Bitwise Industries, for example, provides paid apprenticeships to marginalized communities and specifically "recruits workers from historically disenfranchised communities and systemic poverty." Nationwide Mortgage Bankers or NMB, on the other hand, has a different strategy: create roles for the people they want to hire, rather than finding people to fill pre-determined positions.

Many employers are facing a hiring crunch—a fight to find and retain talent as business picks up and job openings soar.

28/07/2021

Since the start of the pandemic, 32% of Asia-Pacific consumers have reached out to business support via messaging for the first time, 50% of businesses offer messaging because it provides faster time-to-resolution, and 42% use it to provide 24-hour support. The B2C e-commerce platform SHEIN, for example, earned a 73% decrease in first-response reply time and a 50% increase in the number of Instagram messages customer service agents could respond to in one hour because of conversational support.

Conversational experiences are just one part of creating an ongoing relationship with your customers, writes Zendesk's senior executive.

30/06/2021

Due to the pandemic, more companies big and small became more conscious of their employees' health and mental wellness. But a new rigorous study by Harvard University and The University of Chicago revealed a surprising result that employee wellness programs neither make workers healthier nor save companies money.

Employee wellness programs neither make workers healthier nor save companies money, says new research out of Harvard and the University of Chicago.

09/06/2021

In the , employees would want the flexibility of being more productive with a work-from-home setup but also want in-person interactions. "The 'hybrid' is emerging as an essential way of doing business going forward," says Desmond Dickerson, Director, Future of Work, Microsoft. Twitter also saw the advantage of offering remote work as a permanent setup as they can hire talents across the country or even internationally.

Are we looking at the for white-collar jobs in the Philippines?

Unemployment claims dropped again Thursday, and this week may also bring a clearer picture of what's happening with the job market. As more Americans get vac...

19/05/2021

"The COVID-19 pandemic has forever changed the way people access healthcare. Digital health and well-being solutions are at a distinct advantage over traditional programs when it comes to data collection, analysis, and action. Through the power of information and advanced data science, each employee’s path can be personalized to drive the greatest potential participation and the highest level of success." - J. Kevin Porter, Employee Benefit News (EBN)

Employees already spend more than a third of their waking hours on a device, so why not meet them where they’re at by offering interactive, easy-to-access digital health and well-being options.