Working Remote: A Catalyst for Innovation in Customer Experience

a cup of coffee on wood table

I am truly energized by the amount of change and innovation happening in this COVID world we are living in right now!

That’s not to say that I like the fact that my kids will be starting the school year with eLearning (However, the safety of students and teachers come first). Or, that I like not being able to sit in a room with my work colleagues to catch-up before a meeting or take a walk together to get away from my desk for a short while.

But, what I’ve seen in the short time since many companies moved their employees to work from home, is an explosion of innovation. A period of bringing once ‘taboo’ topics to the forefront to shine a light on how we, as marketers… and as people in general, have perpetually swept these topics to the side. A period of reevaluating the traditional/old way of doing business that, quite frankly, hasn’t served a number of industries for quite some time. And, a period of increased learning through alternate means.

While not all of these things necessarily came out of people working from home, the opportunity to study and really evaluate how these things came about is made easier by working from home.

I can’t tell you how many Coursera courses I’ve completed, articles I’ve read and other trainings I’ve done lately. This has all been enabled by gaining anywhere from 45 minutes to 1.5 hours back in my day from not having to commute!

Over the next several weeks, I’ll be writing about several areas of innovation: Where innovation is done well, learnings companies can take from the leaders in the space, and and how this innovation can further our relationships with our customers.

I’ll revisit elements of diversity and inclusion and how conversations on inclusive and universal design are coming to the forefront.

We’ll take a look at how large brands can learn a few things from scrappy small businesses to reinvent themselves and cement a future for many years to come.

Finally, we’ll look at how learning and professional development has changed and what it means for the future of continued education.

I hope you’ll join me over the next several weeks for this series of posts and share your feedback and insights as well!

What recent innovation in customer experience have you seen that excites you? Leave a comment below!

Published by Shelby Bono-Mitchell

My passion for exceptional customer experiences started early in working for major brands in the advertising industry and on the corporate side. I've had the opportunity to work with brands in the tech, retail, automotive and financial services industries to develop brand & communications strategies, optimize digital experiences, introduce UX analytics platforms to gain customer insights and shape customer messages. It is through a single customer experience that we have the power to captivate or sever our customer relationships, and my goal is to captivate.

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