The Future Forum launches the Remote employee experience index to help organisations to redesign work

Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the day by flying out a bridesmaid dress, or a support rep saves a life by realizing the caller was having a stroke. “We tend to think of customer experience as these big old moonshots, and going above and beyond, and just knocking socks off,” says Samantha Chandler, one of Zendesk’s customer success team managers.

Don’t bother choosing between speed and quality when it comes to customer experience, because businesses need both to be among the best. Speed plus effectiveness is the formula for CX success, according to findings by Enterprise Strategy Group (ESG) Research. Leading CX orgs are customer-centric to the hilt; they resolve customer issues more quickly, all while handling more customer requests overall and engaging with those customers on more channels.

A good customer service interaction can lift your entire day. It’s no surprise that an excellent front-line team has the power to elevate your entire customer experience operation—especially when that operation is on the small side.

A company’s customer experience (CX) operation can mature just like people, careers, and bottles of wine, but only if it gets the high level of investment and prioritization necessary to reach that goal. The road to CX maturity means taking a few wrong turns, acknowledging mistakes, and putting lessons into practice until they become process. Leaders might have rough ideas about where they stand on this front, and many might say they know with certainty.

When it comes to customers, experience matters. Customer experience—commonly known as CX—is the impression customers have of a brand depending on every touchpoint in their buyer’s journey. With the rapid digital transformation of companies and the expanding use of technology and cloud computing in the global marketplace, customers now have a glut of interaction options at their fingertips. As the customer has gone nimble, so has CX.

We’re excited to announce that Scoro has been named by G2 as a Leader in no less than six categories this fall. G2 has rapidly evolved to become the world’s most trusted peer-to-peer business solutions review platform, with over 1 million software reviews and rising.

With OneDesk you can help your customers to help themselves! Decrease your support costs by providing articles about your products or services, so that your customers can easily find answers to common questions.

Disagreement is one of the defining trends of 2020. However, I think most of us would agree that this year hasn’t turned out to be the kind of year that many of us anticipated when we celebrated on December 31st. Difficulty abounds on many fronts, reducing our ability to operate with precision and excellence. For companies balancing concerns about employee health, adjusting to a new hybrid workforce, and responding to shifting consumer demands, the challenges are many.

New releases: we love it and we know you do too! To better understand what’s new on Rocket.Chat this month, we listed all of our (very exciting) new features and improvements below. You can check the full list of updates here!