Hi Naresh, tell us about yourself and your background.
I am an Analytics and Consulting Director with over 12 years of experience in building analytics capabilities, leading process improvement and business process management initiatives as part of organization transformation. I have been in financial services for 5 years now and previously worked in health care, telecommunications, and technology consulting.
How did you first start working in the CX space?
When I was studying and applying Lean Six Sigma methodologies for my work, I came across the value in applying Customer focus and data. Then I went through CCXP and CXPA certifications which gave some great blueprints on approaching designing and building for CX. I have ingested into those principles, tools, and techniques in my work since then.
What are some of the common misunderstandings related to customer experience?
Looking at CX as an extra effort that competes with projects when there is a clear, tangible benefit or prioritizes projects that have a higher monetary value. This is a different way of thinking than how I consider CX, which is CX, UX, etc., are core parts of any work anyone ever does, similar to how we would ensure data security, quality, scalability, etc. when building products and solutions.
Have you seen any interesting new trends in eCommerce this year?
Buy Now Pay Later, and Point-of-sale lending solutions are seeing tremendous growth
eCommerce boomed in 2020, and consumers started leaving more product reviews online. How can we make the most out of this momentum?
Utilizing sentiment analysis to understand most loved products, most sought after features, frequent pain points, or break of experience when using the product
What are some CX companies/solutions you’re keeping your eyes on right now?
Qualtrics seems to be growing its market share rapidly
So many things changed in 2020. While some things are going to return to “normal,” what are new trends and habits you think will stay with us in the long term?
Remote learning in the Education sector and remote work by employees
Do you believe focus groups are still relevant in the era of eCommerce? Why?
Group dynamics in focus groups are likely precursors to how various customer groups at large interact with each other once products launch. A lot of risks could be mitigated by learning from focus groups though they are only one of several types of interactions necessary during product development and testing.
Last but not least, what is your favorite CX metric?
CES – Customer Effort Score