CXB HUB: digital agility in customer experience

For several weeks, we have been living in a crisis which obliges us to reinvent our ways of working. We are re-discovering that many tasks can be done remotely, and many analysts already imagine this as the historical starting point for reinventing the world of work.

Such transformation has been at the heart of the CXB HUB business model. We are a team of customer experience experts passionate about new technologies, and we have been pondering about this transformation and the best way to keep people at the heart of digital and tech for over 2 years. We have developed a methodology and partnerships in the tech sector granting us instantaneous adaptability.

How can we ensure continuity and the same quality of training in those times of crisis?

Our agility was thoroughly tested in the past few weeks, when, feeling the threat of coronavirus rising, we transformed our customer experience training programmes in a few hours to be able to deliver seamlessly to Fortune 500 clients in the utilities & property development sectors. How could we ensure continuity, and the quality training promised to our customers, while respecting this new way-of-life we’re all experiencing? Social distancing, work from home… All these new rules made training workshops for up to 100 people impossible… at first glance.

The CXB HUB team members being settled in several countries, we are used to working remotely. We naturally suggested a switch to digital to our customers.

The key to digital support: adapting your schedule to the digital skills and level of access of your audience

We have been working for several months with a big name in the utilities sector, on the co-construction of good relationship practices with their large account customers. We were in the validation / capitalization phase with an upcoming workshop, when some participants had to cancel their trip because of the spread of coronavirus. We instantly told our clients we could do it remotely. The decision was made on a Monday morning, and on Thursday, we were ready to welcome and work with 8 major accounts. We used the Glowbl virtual classroom solution for this.

With remote workshops, the biggest challenge isn’t as obvious as one would think: in many companies, there is still a great deal of digital inequality. Some companies are comfortable with digital uses, others are restrained, and others are far from accustomed to it. When planning your workshop, you need to take into account lengthier connection times and appropriate tailored support, to ensure that everyone can follow the training in the best possible conditions. By mixing new and old solutions (a phone call is still to this day a very simple and effective solution), we fully achieved our targets, and were able to provide for our customers.

"Thank you again for your great responsiveness, proactivity and innovation. You made it possible to hold this meeting at the scheduled time, despite the context COVID19. It's brilliant.”


Mixing methods and media : engaging with your audience through online learning

We had planned a series of half-day training workshops at management-level with our client in property development. The challenge when going digital would be to capture our audience’s attention for long periods of time. We used games, tests, videos and lots of remote productions thanks to the Klaxoon app. We’d tested and approved this tool before, at our Experience Afterworks, quarterly networking events we put together for CX leaders. The programmes took place on the dates we’d initially planned, but virtually, and the feedback from our trainees validated our well-balanced recipe: "I was like, 3h30 of virtual training, it’s going to be super long, but when the organisers said we’d finished, I was taken aback by how time had flown by", "It allowed me to get out of my fishbowl, and this time, quite literally."

Of course, we were glad of this opportunity to show our customers we could ensure continuity in our programmes, even remotely. However, our model is not intended to be 100% digital and to abandon all human contact. To use the words of one of the participants, "in the end, this crisis is an extraordinary opportunity for customer culture, it will be difficult to make sales and we will only get there by really putting the customer at the heart of the company”. Truth be told, this crisis is also an opportunity for managers to find themselves in their customers’ shoes, experiencing contact with their own team via chats, websites or phone calls. A big step towards a better understanding of the customer “digital relationship”.

To go further, start with a free assessment of your needs! We have implemented 2 free digital tools to allow you to assess your business and compare yourself to other companies in your industry. Go to to find out. Or contact us at to learn more about our methods, and our tailor-made programmes to support your digital transformation.

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