Test

1. Listen with an
open mind
Technology
makes more
possible
Having a strategy
is essential
CX and EX go
hand in hand
Humility goes a
long way

2. Having a strategy
is essential
Having a CX strategy is essential. Linked to the fact CX implementation differs
perhaps more so than many other disciplines it all starts with being clear about
your purpose, and how this connects to other teams and departments delivering
outcomes for customers e.g customer service and support.
A recent survey by Gartner of CX executives found the majority of UK Enterprises
already have a dedicated CX team with one in five reporting to the Chief Executive
“The increasing direct level of CEO oversight for CX activities in the organisation
shows the importance of CX to the bottom line” meaning that a clear strategy
that connects organisational efforts becomes essential.
From speaking to many of our customers and partners about their own strategies I
believe the sweet spot is when a strategy is high level enough to generate
interest, excitement and relevance, but specific enough to act as a roadmap
for delivery and improvement. Many CX leaders I speak to recognise the ease of
which they can find themselves working through escalations or putting out fires,
which can sometimes serve as a distraction from getting the strategy together.
I’ve found having a robust plan moves CX away from ad hoc projects to something
of order and purpose that ultimately offers the organisation more value.

3. Technology makes
more possible
Technology makes more possible: CX leaders face a wide range of technology
choices, and are often key influencers in IT strategy and design. The challenge is
often how to scale and technology is key to that goal.
Technology is changing the game in customer service and experience through
intelligent customer engagement, predictive analytics and the best productivity
tools. One of the things I observe from spending time with customers is the focus
on transforming their CX functions from largely reactive

4. Listen with an
open mind
Technology
makes more
possible
Technology make CX and EX go
hand in hand
Humility goes a
long way
you aren’t selling shirts, you are selling confidence… you
are selling feel good and you need to bring that energy –
find out what the occasion is and tailor your approach”
and she was right.
you aren’t selling shirts, you are selling confidence… you
are selling feel good and you need to bring that energy –
find out what the occasion is and tailor your approach”
and she was right.