The 5 Habits of Highly Successful CX Professionals


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

EBook: The 5 Habits of Highly Successful CX Professionals

This eBook showcases the results of research that was carried out late 2018 by Confirmit and Engage Business Media, gathering views from over 700 CX practitioners around the world to get a clear picture of the environment in which CX is operating. 

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This research, one of the largest studies in the industry, led Confirmit to identify five habits of highly effective CX professionals. Throughout this eBook, you will find practical lessons you can put into action today to help you be a more effective and successful CX practitioner, and understand how to identify success in a CX program. 

In this research, we defined success in CX in terms of increased investment. Unlike other studies which focus on CX scores, we believe the proof of any program lies in the value it delivers for the organization and therefore secures increased budget. To be classed as a Leader, respondents had to see a significant increase in budget in the next 12 months (9 or 10 on a 0 -10 scale). 

The five habits we have identified are those that really differentiate the Leaders from the Laggards. We have also added a Top Tip for each one, to point you in the right direction. And look out for our Confirmit Promise where you can see clearly how Confirmit solutions can help you achieve success for all five habits. 

This eBook identifies the five habits that should be adopted and cultivated by CX teams aiming to have an impact across their company.

  1. Define Goals and Business OutcomesCX metrics are all well and good, but you need to talk to stakeholders and executives in terms they care about. In most cases, this means "show me the money"! Even among Leaders, less than half of our audience feel they can confidently point to Return on Investment (ROI) figures. This has got to change. 
  2. Think Innovation (and Action): Change, action and innovation must be tangible and communicated to the wider business. If your CX activities are not driving innovation across the company, you are likely to remain a niche interest at best, and a footnote in your organization’s history, at worst.
  3. Listen to More Voices, Combine More Sources: Collecting customer feedback is a given, but what about employees? What about partners? Suppliers? And financial and operational data? All these different voices and sources have something to say. If you want the full picture, it's important to not only capture these different perspectives, but to integrate them to truly understand the reality.
  4. Focus on Customer-Centric Culture: Driving a more customer-centric culture, with a high level of employee engagement, is a key area that our audience say they’re focused on. For the more mature programs, with full executive support, culture is cited as a source of pride and growth. For the others, the lack of a single vision and fragmented silos create frustration and confusion. But in all cases, CX professionals view culture as core to a successful program.
  5. Continuously Re-think: It was fascinating to see that people with the most experience are not necessarily those with the most successful programs. The ability to look for something new, something innovative, is vital to the long-term success of a customer.

 

Download this eBook to understand the common attributes that are critical in driving CX success, increased investment and customer-centricity.

 


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