Eric Stone<\/a> applying lessons from Customer Experience into Employee Engagement, we heard stories about the ways all our research into customer understanding is connected. <\/p>\n\n\n\nWhile I will always see Customer Experience and CX Strategy as my strongest practice area, I recognized early on in my career that practitioners needed to keep their sights on every element of the \u201cexperience\u201d, regardless of the stakeholder. When I wrote my first publication about the analytical connection between customer experience and employee experience, despite winning an award for best paper of the year by that publisher, I felt it was largely ignored. <\/p>\n\n\n\n
It is quite refreshing to see so many researchers, practitioners and speakers presenting the same concept – that \u201cexperience\u201d does not start and end with Customer Experience, rather it ecompasses all the \u201cX\u2019s\u201d – MRX (Marketing and Market Research), CX (Customer Experience), EX (Employee Experience), UX (User Experience) and so much more. <\/p>\n\n\n\n
There was also discussion about the correct measurement. So often that conversation starts and ends with NPS (Net Promoter Score), but it was great to see the speakers and participants recognize that it goes beyond that \u201cone score\u201d. Experience is also measured with CSAT (customer satisfaction) scores and – for specific circumstances – with the CES (Customer Effort Score). When you consider the Total Experience, there are also operational metrics and internal KPI (Key Performance Indicators) to consider. Total Experience seems simple – \u201cconsider everything\u201d – at the same time it requires Systems Thinking and being able to look beyond one score. <\/p>\n\n\n\n
Thinking back to the \u201ctotal\u201d experience at Caribbean Customer Experience Summit, it was another amazing October conference experience. One day, great speakers, excellent networking along with a great venue (who can argue the Caribbean in October). I experienced it as an attendee, speaker and a sponsor seeing it as a beautifully executed event. However, when I asked our host about it, she identified many areas where the target was missed and there could have been improvements. It truly exemplifies and organization that is intent on bringing Customer Experience Strategy to life in the region.<\/p>\n\n\n\n
Even \u201cbeyond the walls\u201d of the conference, we were able to be a \u201cpart of the family\u201d. Not seeing us as a transaction, my team and the other speakers that traveled far to be here were invited to join a trip to an island and spend time with friends and family that were getting together for a celebration. It reminded me of the idea when an employer says \u201cwe are family\u201d, but instead of saying it, they lived it. Spending time with colleagues, our hosts, their friends and their family enjoying lively conversations, hearing about history and enjoying each other was the perfect way to wrap up a conference. As I head home later today, I am grateful to Sacha Thompson<\/a> and the EXCO team for such a wonderful \u201ctotal\u201d experience.<\/p>\n\n\n\n\n\t