State of Customer Experience 2018: The Five Habits of Highly Effective CX Professionals (and some bad habits it’s time to break)


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

Customer Experience Benchmarking Report and Customer Experience Best Practices

This report is based on one of the most comprehensive global surveys of over 700 CX practitioners worldwide and was carried out by Confirmit in partnership with Engage Business Media.

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The report summarizes the factors that define leaders and laggards in CX across different industries, and across B2B and B2C markets. The results show that leaders share common attributes which are critical in driving CX success, increased investment and customer-centricity.

Key Takeaways:

Within the report, we identify 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 Outcomes: CX 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 report to understand the common attributes that are critical in driving CX success, increased investment and customer-centricity.

 


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