Senior Managers User Group

Good practice in CX for Senior Managers

Christmas sends us all on rampant buying spree and it’s a timely point in the year to consider what good practice in providing products and services for customers looks like in 2022 and how it will be different in 2023. As Senior Managers, its crucial to keep stimulating our brains with fresh CX approaches to keep our own organisations relevant and driving forward.

We’re going to use The New Consumer Duty as an example – it requires organisations to consider the needs, characteristics and objectives of their customers – including those with characteristics of vulnerability – and how they behave, at every stage of the customer journey. As well as acting to deliver good customer outcomes, firms will need to understand and evidence whether those outcomes are being met. Those are standards/approaches we should all be taking in our own organisations and we’ll look at some of the tools and techniques available to you.

This is important for every sector – whilst the Duty we’ll use as an example is a financial services initiative taking effect from July 2023, customers across all sectors – YOUR CUSTOMERS – will be exposed to this ‘new CX focus’ and their expectations of all organisations in
all sectors will be influenced. So, lets take inspiration from it and be prepared for how it will change what customers expect of us!

Indeed, if you operate in any regulated industry, be sure your Regulator
is looking at this approach and the relevance it has for your market too. “Coming to a sector near you soon?” Maybe. Let’s get you on the front foot.

Join Nicola Eaton Sawford and our like-minded community of Senior Leaders from across sectors for another stimulating brain workout! Christmas jumpers optional!

Next session: 30 November 2022

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