Join us for an exclusive webinar with Clare Muscutt on CX Design, Improvement & Innovation!
Customer Experience (CX) is at a critical crossroads. Despite rapid advancements in technology, the industry seems to be drifting from its core mission. Amid the buzz of terms such as 'omnichannel', 'digital-transformation', and 'customer-centricity', the end result often falls short of expectations. Customers aren't reaping the benefits and employees aren't any happier.
Despite the staggering investment in technology and countless resources devoted to change initiatives, the end users, our customers, aren't perceiving any substantial 'transformation'. According to them, their experience is deteriorating, not improving.
With our current pace of digitization, technology is becoming an increasingly vital part of every industry. However, amidst the prevalence of 'fully digital' journeys, the heavy reliance on Artificial Intelligence, machine learning, and the vast lakes of data driving decisions, there is a looming risk.
Are we inadvertently eroding the human aspect of customer experience by failing to truly understand and address the problems of the very people technology is meant to serve?
The fact that 70% of 'transformations' fail to deliver the results they intended, suggests that our approach to technology needs to be rethought. Yet, dealing with entrenched legacy systems, complex operational environments, and siloed organisational structures makes it challenging to deviate from established practices.
As companies face the highest rates of customer and employee turnover ever, a more effective strategy is urgently needed. But could the necessary change lie within our approach to customer experience itself?
Clare Muscutt contends that CX is at a crossroads with marketing, data, and technology, necessitating new thought-leadership. Without a shift in the focus of CX practitioners, the discipline itself risks obsolescence.
Join Clare as she unveils her strategy for safeguarding the future of customer experience by developing new skills and business capabilities in 'experience design'.
After all, as Muscutt is famously quoted, "Building a brilliant customer experience doesn’t happen by accident, it happens by design.”
About Clare
Customer Centricity World Series winner of CX Professional of the Year 2022, Clare Muscutt, is internationally recognised as ‘the thought leader who did the job’ and delivered multi-award-winning commercial results, leading Customer Experience for some of the world’s biggest companies in hospitality, retail, and B2B, including Whitbread, Sainsbury's, and Compass Group. In 2017 she founded her own CX design agency based in London and travelled the world as a global consultant and keynote speaker. During the pandemic, she turned her hand to digital content creation as the host of the Inspiring Women in CX podcast, before making the leap into her first tech start-up, by founding the world’s first online membership community for women in customer experience. She’s now the CEO of this rapidly expanding global scale-up, uniting women from more than 50 countries to support one another on the path to CX Mastery.