Should I “put the breaks” on CX or EX programs?


The COVID-19 outbreak is hitting our communities hard, and people’s health and well-being is paramount. But more than our present, this crisis is also affecting our future, because it is impacting businesses, putting the safety of our jobs at risk.

Companies are looking at income and costs very closely, trying to avoid unnecessary spend, in an effort to avoid lay-offs, salary cuts or letting people go. Doing so risks customers and employees’ trust and belief in the company, going forward.

When trying to find, and assess, unnecessary spend, should I consider “putting the breaks” on my Experience Management (CX or EX) programs and initiatives?

I don’t think so, and here are some reasons why you shouldn’t.

1. When it comes to Employee Experience (EX) and if you are a Commercial business, you cannot shut down completely, so you will have employees working from home. Remote work can be tricky due to many variables, so best practice recommends that you check-in frequently, feeling the pulse of your staff and ensuring they have all they need to work effectively. A similar approach could apply to Education organisations, accompanying students.

2. When it comes to Employee Experience (EX) and if you are a Healthcare organisation, your employees will be overwhelmed with work and increasingly stretched. These challenging working conditions can affect staff’s physical and mental well-being, impacting judgement and ability to deliver. Staying connected and understand their pains and needs is crucial. A similar approach could apply to Manufacturing organisations, which will have higher demand.

3. When it comes to Customer Experience (CX) and if you are a Commercial business, you will be compelled (this time not advised, but forced!) to adapt to customers’ different needs and expectations. What products or services are considered essential, what challenges or options for payment or delivery/collection. And the only way you can understand those, is by reaching out and listening to them.

4. When it comes to Customer Experience (CX) and if you are a Healthcare organisation, your patients (as well as their families and friends) will now, more than ever, need your attention. You will need to ensure they not only understand the restrictions and limitations of these challenging situation, but also empathise and contribute to their mental health balance.

However, it is not recommended that you continue to do what you have been doing so far. You should definitely make an effort to readjust your CX or EX program to the current situation.

So what changes should I do to my CX or EX program, what kind of initiatives could I deploy, and how can I make that happen?

I’m delighted to work for a company, Capventis, that partners with Qualtrics – more than just a technology vendor, they work with leaders and subject matter experts to bring their customers the best insight and advice around the XM category.

I’m not only proud to be part of that network, but also extremely proud of what our teams have been doing to allow businesses and organisations to improve and deliver better experiences to their employees and customers.

So some of the answers to the above question can be found in their website, in this URL:

  • Remote Work Pulse
  • COVID-19 Pre-screen & Routing
  • COVID-19 Customer Confidence Pulse
  • Healthcare Workforce Pulse
  • Remote Educator Pulse


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