The customer experience (CX) has never been more important. To underscore that rather obvious statement, I’m going to point you to a recent McKinsey & Company article entitled: Adapting customer experience in the time of coronavirus. I’m also going out on a limb and calling this a mandatory read. Not …more
Business leaders must begin to plan how the coronavirus will permanently impact their organizations in the future.
As SARS-CoV-2 continues its rampage across the globe, businesses are hurting. Global markets have taken a hit. The U.S unemployment rate jumped to levels never seen before, and will likely get worse before it gets better. There’s no way to sugar coat this — the economic news looks bleak. Unless …more
Five short weeks ago I was barely thinking about coronavirus. I’ve always been a diligent hand washer, but social distancing, personal protection equipment, ventilators, and quarantines weren’t on my radar. Now, it’s getting hard to remember those halcyon, pre-virus days. The days when our biggest annoyances were the talker in …more
Full confession: I’ve been binge reading information surrounding the coronavirus and COVID-19. And while I’ve learned a lot, I’m now realizing that the more I read, the less I know. Case in point: New research from the Imperial College London highlights the complex interaction of virus transmission, reproductive numbers, herd …more
The importance of clear and concise communication cannot be overstated. In today’s frantically connected society we’re already at risk of misinformation. During a crisis, like the current pandemic, accurate communication becomes even more critical. To say I’ve been reading a lot about coronavirus would make me a front runner for …more
In my blog post from March 18 I promised to follow up with additional posts about how Sprinklr customers have embraced modern channels. True to my word, here’s a look at Grab, Southeast Asia’s largest mobile technology company. In 2018, Grab acquired Uber’s Southeast Asia business. They’ve continued to expand …more
I’m a voracious learner. Throughout my career I’ve consistently preached the maxim that we must always be learning. This applies even in the midst of a global crisis. As a business manager, COVID-19 is almost certainly impacting your marketing, social media engagement, and customer care strategies. Many of you are …more
Profound words from poet, Lynn Ungar. Worthy of reflection as we all slow down and reevaluate our life priorities. Thank you, Lynn.
One of the few silver linings during the COVID-19 situation has been the frequent examples of people pulling together in a time of crisis. Whether it’s quarantined Italian neighborhoods joining together in song from their balconies, or the rise of caremongering in Canada, it’s enough to make you completely forget …more