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RAISING A HAND WHEN NOBODY ELSE DOES DISPLAYS BOTH COURAGE AND STRONG LEADERSHIP .

customer touch points across multiple disparate systems . Leveraging Artificial Intelligence and Machine Learning can make a real difference at every one of these critical decision points , by magnifying the impact of every customer interaction and providing data-driven guidance .

Communicate frequently

Remain communicative with employees and customers at all times . Employees may be understandably worried about potential changes within the company . During such times , it is important to over-share so that their morale and motivation remain high . CX leaders can also create new opportunities where teams can feel helpful and valued , for example , by including them in special projects to support the business through the recession .

Another group organisations should regularly communicate with is the customer base . Sharing regular updates about the various changes being implemented and what to look out for helps reassure customers of the strength of the relationship they have with the organisation . It also reassures them that the company has their best interests at heart .

Some customers may need more attention than others . Identify these customer segments and align the organisation behind their needs . Creating company-wide dashboards for these groups is a great way to democratise insights so that teams can act quickly and engage meaningfully .

Ask for help freely

Nobody likes to admit they need help , but we all do from time to time and it ’ s especially important to speak up when times are tough . CX professionals should look to create opportunities to regularly meet up with colleagues to discuss problems and brainstorm solutions . These can be powerful forums for ideation – and in the ‘ worst case scenario ’, they can still provide teams and peers with advice and a listening ear .

Do not be afraid to expressly ask for help and escalate matters . Raising a hand when nobody else does displays both courage and strong leadership – not to mention it also breaks down any awkward barriers for others .

Stay afloat in turbulent waters with a reliable CX strategy

There is no way to predict the future , but there is a way to future-proof areas of the business for uncertainty – and customercentricity must be at the heart of these considerations . By listening to customers and efficiently gathering feedback , being more proactive and breaking down the barriers to communication and insight , organisations can emerge from economic downturns stronger than before . �