Closing the Customer Experience Gap

So much to love in this post Richard Jeffreys. I particularly agree that “CX is not a ‘function’, ‘department’ ... It has to be driven from the top and become a ‘way of being’. The definition of a CX professional from the Customer Experience Professionals Association (CXPA) emphasises this point: “A CX professional is a catalyst who enhances an organization's results by understanding, designing, and improving experiences across the entire customer relationship.” Yes, we need support from the top - but we must also do the difficult work of building understanding and support across the various functions of the organization. CXPA is especially committed in 2021 to supporting CX pros by equipping them with consensus based knowledge to do just that. It isn’t as much a question anymore whether people are aware of CX or the impact it has made for so many — it is the hard work of ensuring that CX work is comprehensive and well formed and can benefit those who adopt a CX approach. Check out more thoughts from CXPA on this at www.whatiscx.com.

Hi Richard Jeffreys, Oh yes, this will need a whole book! 😉 Starting indeed with getting the executive committee onboard, what are the benefits of investing in CX, demonstrate how it can grow your business (customer retention, acquisition, expansion, increase revenue, lower cost to serve, etc.), identify CX ambassadors to promote and diffuse CX behaviors across the organization. Having the right technology in place to be able to listen (omni-channel), understand and act on customer (and employee) feedback, centralized on a single platform, integrated in your IT landscape and empowered by IA to gain actionable insights, that is shared across the organization. Let customers know their voice is being heard and take corrective actions on CX strategy and processes. Align employees, enable cross-functional collaboration, share customer stories, institute rituals and encourage CX innovation. It’s about putting the customer at the heart of everything you do in your business! 😍

Blake Morgan Greg Melia, CAE Bruce Temkin Desiree Pels, CCXP Monika Schulze Megan Bowen. As CX leaders, I am keen to hear your thoughts. I believe our role isn’t just to advocate the benefits of CX, it’s to help people understand, identify and close the gaps (be these organisational, cultural, technical, process) in order to drive commercial success and deliver corporate goals.

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Richard Jeffreys I like this simplicity. Would love to catch up again....a few points for us I would add that it is not just about the internal culture (the core), It is about: - looking at the entire ecosystem of the organisation and establish mechanisms to continually assess whether suppliers/stakeholders hold the same CX focus. - With machine learning/AI becoming mainstream ensuring that system protocols/algorithms have CX principles built in will be paramount to future success - building out ways of working to incentivise innovation in this space using a wider insight group will prove valuable