2020 and the CX: Some essential advice on what CX professionals must do to succeed in ‘the age of trust’
With the New Year now firmly upon us I want to draw your attention to an insightful and thought-provoking blog post in this week’s newsletter penned by recognised thought leader Claire Sporton from Confirmit.
Claire’s post follows on from the latest ‘CX State of the Nation’ survey of over 800 CX professionals globally, carried out in partnership with Engage Business Media, which found that fewer companies are planning to significantly increase their CX spend.
The research was officially launched in a keynote from Claire at our 2019 Customer Engagement Summit last November, where the overarching theme was ‘The Importance of Trust’.
Claire says “In spite of all our efforts and regardless of investment made in CX programmes, only 12% of consumers feel brands have made significant CX improvements in recent years and only 11% of consumers feel like brands are even doing anything with the feedback they receive. Clearly something is wrong!
“Looking ahead, there’s no doubt the role of CX executives will change, with far greater focus on change and execution. If we can think about trust at every turn, we’ll be in a good place to benefit from this change. After all, if you can earn the trust of your team by empowering them to make customer-centric decisions, and earn the trust of your partners by providing a consistent, coordinated experience to mutual customers, you will be in a much stronger position to earn the trust of your customers by delivering the high quality experiences they demand
I could not agree with Claire more and the good news is that we will be featuring a series of blogs from Claire on the three key things CX professionals need to do to survive and thrive in 2020 and beyond. So, watch this space.
Wishing you a happy and prosperous New Year.