Closing the Customer Experience Gap
Richard Jeffreys
Banking Managing Director | FinTech Exec | Generating Sustainable Value from Customer Initiatives | Data-led Value Realisation | Organisational Transformation | Passionate about Culture and People-Centric Transformations
“Customer Experience is a top 3 area of focus for CEOs in 2021"
"Customer Experience is the next competitive battleground”
“A brand is defined by its customer’s experience”
All are right.
So why do we continue to take a myopic view of CX?
Why do we listen to one part of our organisation and not ask our customers?
Why do we shoehorn a CX agenda to meet our own objectives and outcomes?
When asking the question “What do you believe your customers value most?” to different roles in the Financial Services sector, here are the top 3 responses:
Compare this to the top 3 “What do you value most?” responses from revenue decision makers at customers.
Whilst not a comprehensive study, it does highlight the gaps and the ongoing challenge of embedding CX in the culture and fabric of an organisation and pivoting the entire organisation to be ‘customer-first’.
CX is not a ‘function’, ‘department’ or ‘strategy’. It has to be driven from the top and become a ‘way of being’. This way, we will realise all the commercial and cultural benefits we are striving to achieve.
My fear. Unless we do this properly, CX will be yesterday’s trend.
My hope. That my fears are unfounded due to the efforts and achievements of the many outstanding CX leaders and professionals.
Keep evangelising, sharing your successes and growing the CX community.
Keep Closing the CX Gap.
Most importantly, keep doing what you’re doing.