CX Day and Customer Service Week are times for customer experience and customer service professionals to come together. It is a day to celebrate our success. To share impacts of our peers on their organizations and the profession. These celebrations give us an opportunity to honor our team members, and it keeps us connected to the global conversation about customer experience.

But these events are a time to celebrate our customers. The people for whom we do all this work. In normal times, we are proud of your accomplishments. But these aren’t normal times. In fact, industry benchmarks indicate that 75% of Fortune 500 CEOs predict that the current crisis will accelerate technological transformation in their organizations.  As part of this trend, we have seen you take on monumental tasks—and succeed. Here are some of your accomplishments:

• “We sent 98% of our employees home within a few days, ensuring they had equipment and networks to do their jobs.”
• “Recruiting, hiring and onboarding is done completely remotely and mostly online!”
• “During the move to working from home, performance did not decrease.  And, after settling in to WFH routines, performance actually increased!”
• “We are focusing on our customer journeys, looking for ways to serve each segment better through digital channels.”

At each unanticipated turn of events this year, you never lost momentum and, in many ways, looked for ways to serve your customers better. You took action to ensure your employees were equipped for remote work. As the new reality emerged, you looked for ways to improve the employee experience, supporting your teams through personal and professional uncertainties. As if that weren’t enough, you forged new ground by adding new solutions, upgrading systems, and adding channels—all to support and improve the customer experience!

So, a tip of the hat and a healthy dose of admiration goes out to our customers. Wherever you are in the world, whatever job you do, whatever challenges you face—you inspire us. 

Happy CX Day and Customer Service Week to our amazing customers! We hope this week brings an opportunity to reflect on your accomplishments and know that we are grateful for your partnership.