What do you do if your remote team struggles to collaborate on customer experience projects?

If your team is having trouble working together on customer projects while remote, try these steps: First, set up easy ways to talk, like using Slack or Zoom for quick chats. Next, make sure everyone knows what they're supposed to do by laying out clear goals and roles. Use tools like Trello or Google Docs so everyone can edit files together. Encourage everyone to share ideas and speak up if they have any problems. Offer training to help everyone get better at working together online. And if there's any issues, deal with them fast and keep things positive by celebrating successes.

Having a solid plan and clear communication from the start is essential. Shared resources in order to track progress does not have to be difficult, a simple spreadsheet available via Sharepoint or on Teams often works best. Good communication making it clear what the end goal is, and when it should be completed giving clear objectives and expectations for each team member within a given time frame is key.

Before implementing any technology, better understand the reason for this situation. Is it a lack of perceived value in the user experience? Is it a lack of synergy with the team? Are you (the leader) too distant from the team? Technology is there to make things easier, but it won't solve all the problems on its own.

Asegúrate de que todos los miembros del equipo comprendan claramente los objetivos del proyecto, los roles y las expectativas. La claridad desde el principio evita confusiones y mantiene al equipo alineado. He encontrado útil realizar sesiones de inicio de proyecto (kickoff) donde se discuten estos puntos y se resuelven las dudas.

Based on my experience working with many CX teams (my customers), I've found that establishing alignment on project goals from the outset is paramount for success. This involves identifying stakeholders, defining roles and responsibilities, and setting a clear timeline as the foundational steps. By doing so, teams can engage in both synchronous and asynchronous collaboration with a shared understanding of the project's objectives. When goals are clearly articulated, the team can work with purpose, fostering efficiency and precision in their contributions.

Set "SMART" targets. Specific - Have a very clear objective; Meansurable - The team has to know when they've reached the target, it has to have numbers, dates, quantity. Achievable - It has to be possible and exciting. Relevant - It needs to be connected to the needs of your business and the motivations of the team; Timebound - Define the when, the deadline for achieving the goal.

Construir una cultura de equipo positiva y de apoyo es vital, especialmente en un entorno remoto. Esto puede incluir la creación de oportunidades para la interacción social virtual, como cafés virtuales o actividades de team building. Hasta salir a un bar puede ser una alternativa. Personalmente, he observado que estas actividades fortalecen las relaciones y fomentan un ambiente de trabajo más colaborativo.

While it might seem like a small detail, encouraging the use of cameras during calls can have significant benefits for team culture. It enables remote teams to gauge their peers' reactions and pick up on non-verbal cues, fostering better communication and understanding. Additionally, having cameras on promotes socializing and team building, adding an important element to the engagement and enhancing the overall experience.

"Follow Up is the Game Changer" Right tools > Clear Goals & Responsibilities > Well laid out processes are and will always remain the factors to even start a project. No two ways about it. Let us all agree that AI may be super obedient and emotionless [I guess ;)] to deliver output, but humans have certain inbuilt behaviors (which makes us the best creation of almighty). Hence, as a manager/leader we do need to work closely with team to understand highs and lows. Hence, 360 degree check on all key metrics timely gets you home more safely than ever. Avoid "Overkill" of follows ups, as most of us don't like them :)