The discipline of CX comprises the approaches, frameworks, methods, techniques and tools of delivering attention getting and loyalty building and maintaining ‘Digital First But Not Digital Only Multichannel Digital Experiences’.
18 years into the modern CX movement it has become increasingly a mainstream, mandatory discipline. We now have a direct line between CX performance and business performance of revenue, profitability, market share, competitive positioning and business valuation supported by global thought leaders like Harvard Business School, McKinsey and Forrester Research.
Business leaders in every B2C or B2B sector are increasingly experience leaders and even governments are focused on Citizen experiences. As a result every executive now “wants in on CX”, hiring VP’s and Directors of CX, building CX teams, hiring CX service providers and investing in CX technologies.
Also, the body of knowledge and the CX community globally continues to grow. Our goal at Customer Results is to help organizations realize this opportunity by sharing our skills and knowledge and that of our 50,000 person CX and Digital community.
This is the outcome of our 2020 CX Challenges survey where we analyzed ~50 CX stakeholder interviews to identify CX Challenges of priority and then reached out to ~3900 of our 50,000 community members to get their perspective on how important these were to them.
Download the report for more information on our findings:
- Of 21 challenges only 1, “fear of losing my job” was below 3/5 so all of these are important challenges.
- The top 5-6 paint a very specific story of how CX challenges need to be considered and overcome.
- There were significant differences between CX professionals and non CX professionals (specifically and unsurprisingly CX Discipline Understanding was much more important to non CX professionals.