Happy CX Day 2020!

Each year on the first Tuesday in October, the global CX community celebrates the team members and companies that make great customer experiences happen – a celebration known as CX Day. It’s an opportunity to recognize great customer work, share appreciation for our customers and further our commitments as an industry to deliver amazing customer experiences. Thank you to the CX Professionals Association for their continued leadership in this area; we value their partnership.

This year International CX Day falls during the second week of our annual user conference Applied Net, and the timing could not be better. Across the keynotes, breakout sessions and customer roundtables and panels – delivering a superior customer experience is a central theme. It’s an exciting opportunity to continue engaging with our clients and partners to help accelerate their businesses, reach new markets, and launch new products and services to power the global business of insurance – our customers remain at the center of everything we do!

Throughout the event our clients and partners have engaged in virtual sessions, conversations and workshops to help them digitally transform their businesses with a customer-centric lens. Given the changing business and environmental landscape and “next normal” resulting from COVID-19, the case for customer experience has never been stronger. McKinsey recently published “Adapting customer experience in the time of coronavirus” on the impact of the coronavirus on customer experience that highlights the changing market dynamics and customer needs during the pandemic. What really stood out for me was the continued focus on caring for our customers and employees – an ethos that is fundamental to Applied Systems.

As I complete my first month at Applied Systems as our Chief Customer Officer and continue meeting our clients, I am personally moved by the feedback and appreciation you have all shared for the caring and support you received during these challenging times. Whether it is the extended 24x7 support, the willingness to deliver services over the weekend, or the peace of mind and reliability you count on knowing that our products and team members are there for you when you need them – this is what CX means to us!

While the economic forecast remains uncertain and many of us face unforeseen challenges in the coming months or years, a time-tested investment will continue to be a differentiated customer experience. Now more than ever, companies will pull ahead and set themselves apart by how they engage and support their customers. In a study published by PWC titled “Experience Is Everything,” a clear business case and measurable benefit is identified – a true ROI on investing in CX. Whether expanding your business, entering new markets or delivering new products and services – customer experience is the competitive differentiator needed to succeed in today’s digital agency world.

On a final thought, wishing our colleagues and friends in the Hellman & Friedman family at Ultimate Kronos Group congratulations on their nomination this year for the CX 2020 Impact Award. Amazing work by Roxie Strohmenger and everyone at UKG for their continued focus on driving customer experience and our industry overall.

To all our clients and partners – THANK YOU for your partnership, commitment and continued opportunity to serve you.

Happy CX Day 2020!

Industry Trends, 2020