![]() “Our Agent Advisory Board is typically our first stop for feedback, followed by our Change Network. “We engage our people early and often,” said Ashworth. ![]() Southwest approaches change with an internal team dedicated to both. About half say the main problem is a lack of direction from leaders, and the other half say it is employees resisting cultural change. Our research found that EX and CX leaders disagree on the biggest obstacle to improving both customer and employee experience. Smoothing Transitions and Change with Dedicated Team Members “In the future, we foresee using chatbot interaction as a way to leverage AI and serve up ‘next best step’ for our agents.” “It will do the initial research for our agents, so if or when the customer reaches them they are already several steps ahead,” said Ashworth. The chatbot will provide a new self-service opportunity for customers. The next chapter for Southwest’s technology journey is an all new Einstein Chatbot. Very shortly after launching, we saw a lift in our customer satisfaction (CSAT) scores, as well as a decrease in our call handle times.” Not only are they able to work more quickly, they are also providing a more tailored experience to customers. “C360 puts critical customer information right at our employees’ fingertips. “We’ve seen firsthand how focusing on EX pays in spades in terms of customer satisfaction and loyalty,” said Ashworth. Our report revealed that companies that have both high EX and CX see almost double the revenue growth as those that do not. “Since we deployed C360 we’ve seen a significant decrease in the time that it takes to serve our customers, which translates to a better customer experience and cost savings for business,” said Ashworth. With a thorough understanding of opportunities for improvement and enhancement, strategic partners designed the new experience, C360. The journey started on the contact center floor with side-by-side sessions and deep dives into work experience to direct the technology evolution. “Taking the leap to invest in what we call our Customer360 view was driven by our employees candidly saying their tools were getting in the way of their best work,” said Ashworth. Southwest underwent a complete digital transformation for its customer service team, including consolidating multiple legacy systems into one in 2018. “It’s imperative to ensure we are equipping them with autonomy so when they recognize an opportunity to surprise and delight a customer, they have the tools and means to do so.” “Employees are the ones delivering those customer experiences every single day,” said Ashworth. Keeping employees as the inspiration for your technology design process is key. Operating in silos and making unnecessary technology investments are harmful to employees’ day-to-day work. The average organization has 900 work apps, and only 28% are currently integrated to help employees do their job. “We have to be empathetic to their needs and expectations and focus our efforts around them.” “We have to know our internal and external customers,” said Ashworth. The final piece of creating that feeling of LUV is leading with empathy. This and other internal efforts ensure alignment across teams and keeps customers at the center of everything. The Customer Experience Team is made up of a diverse set of elected individuals in terms of location, tenure, work focus, and so on, who meet regularly to discuss feedback, strategy, and the roadmap. “We partner closely with them to bring our shared vision to life.” “At Southwest we have a dedicated Customer Experience Team that is tasked with looking across our organization to enhance the customer experience,” said Ashworth. Our study revealed that 40% of executives believe creating teams that combine EX and CX skills is the best way to overcome cultural obstacles. “We’ve aligned these big rocks with our strategic vision, but also the feedback we receive from our people.” “Our team has a long road map that we want to deliver over the next three to five years,” said Ashworth. The company has democratized decision-making, so that employees can always give feedback, and, “If you’re smart, you’re documenting it, exploring it, prioritizing it, and making employees a part of your innovation pipeline,” said Ashworth. Whether delivering a solution to front-line employees or planning its strategic roadmap, Southwest looks to employees every step of the way. And that commitment drives our culture.”įew companies use employee input from all levels to forge the path forward like Southwest does. “We believe if we take good care of our employees, they will take good care of our customers. “The thing I love the most about my job is the people I work with at Southwest Airlines,” said Ashworth.
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