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What Does the Future Hold for the CX Professional?
“With technological advancement, multiple channels, and new engagement expectations, how as CX-ers do we adapt our approach in order to design customer experiences that customers actually need, that brands want to offer, and that drive value for the organisation?
Technological advancement: With digital technologies impacting every aspect of our lives, businesses have no choice but to ‘digitally transform’ and adapt (or be left behind in the dust!). In order to create a positive customer experience…”
6 Skills CX Professionals Need to Overcome Stakeholder Barriers
“The first step is recognising the point the business is at, identifying the stakeholders to influence, and understanding ‘the environment’ within which the business is operating. Business awareness is critical for diagnosing the approach one should take and the path needed to get there. When overcoming barriers, ‘think big and start small’, with proof being provided at the early stage of engagement. For example, starting with a discreet journey, single account, or location, and demonstrating tangible impacts. Overcoming the barriers put up by stakeholders is often a case of trial and error, with experience the greatest indicator of success (and with those who do succeed facing many challenges and setbacks in order to do…”
What qualities do we need as Customer Experience Professionals?
Clare’s question to me during the podcast “What are your top 3 pieces of advice for women in Customer Experience (CX)?” stimulated a whole chain of thinking about the attributes or behaviours we need as CX professionals. Putting our customers at the heart of our strategies embodies a deliberate path to excellence, being relentless in our search for actionable insight, continuous improvement and innovation, intentionally designing our customer experiences, and then developing our people, products and processes to deliver that experience.
As CX Professionals, we are at the centre of change, so what qualities do we need?……..
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