I have been in Tech for 25 years and have spent the last decade in the CX/ CS space with a primary focus on helping companies operationalize customer-centricity. I have been at 1010data for just over 2 years. What brought me here was my overall interest in the Big Data space and the opportunity to work with some of the most creative and brightest people in this industry.
How much has the consumer sentiments changed in the Market research space during 2020, and how is 2021 going to look like?
I think consumers have become much more selective of where and how they spend their money. They are also more cognizant and loyal to the companies taking effective action to keep both their staff and their consumers safe. I do think we will see a continuation of that loyalty post-pandemic. I also think we will see a continued shift in behavior with consumers seeking out more convenience and safety in 2021 and beyond.
John’s top KPIs
As the SVP of Customer Experience, what are the most important KPIs you use to measure customer experience benchmarks?
We track quite a few KPI’s – for my team specifically, we look at both NPS and CSAT. While these alone never tell the whole story and need additional metrics to complete the picture, they allow you to measure and improve upon your Loyalty and Satisfaction initiatives.
How much has the role of Customer Experience changed in the social distancing era – what role digital transformation has in this crisis?
I think in many ways, Social Distancing slows down the ability to drive genuine B2B connection and collaboration, and you really have to rethink your engagement strategies here deliberately. However, I do think we have an opportunity to get to know our employees and customers in a new and authentic way by essentially being invited into their homes. Companies who recognize that opportunity and build around it will do much better than those who fail to.
How does 1010data help in transforming customer experience?
2020 was an interesting yet chaotic year in the Analytics space, things evolved quickly, and companies needed to respond quickly to very disruptive shifts. I think 1010data was able to be agile enough to help meet those needs and demands. The pace of digital disruption and shift in consumer behavior was a decade worth of change compressed into just a few months. I think we offered the speed and flexibility required to help our customers navigate those changes successfully.
What was the biggest lesson you learned in 2020?
Great question! I think collectively, we are an adaptive species, stronger than we know, and even in the darkest of hours, there is still goodness and humanity in the world.
2020 was the year of webinars and online events. What was your favorite one?
On a professional front, I have enjoyed what Forrester and the CXPA have been putting out. On a personal front, I am looking forward to seeing how SXSW can pivot to online and still capture some of what makes SXSW such a unique experience.
It looks like working from home is going to stay with us for the foreseeable future. How should CX Leaders gear up to the changing times?
Yes, while I don’t think the office is dead, it is definitely on pause. I think leaders will really need to rethink their People Ops policies and start to be more open to WFH or work from anywhere models in the months and years to come.
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