FIVE significant CX Challenges and the emerging Next Practices (Part 1)

Introduction and Background
The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.

The survey contributors are senior people Accredited in Customer Experience for a minimum of two year and the questions asked through 2020 and 2021 (during the pandemic).

Contributors identified 50+ challenges and from these, we distilled them down to five with subsequent deeper dives to explore how people were meeting and overcoming the challenges.

Over the next six weeks, we will review each of the main challenges and the emergent Next Practices to overcome.

The Five CX Challenges (and Next Practices)

This week we ask the question “Does Your Organisation Understand Its Customers?”

Here is the 10 minute Video from the recent webinar:

Segment from the recent CX5 Challenge session
Summary of Customers have Changed Forever Challenge 1 of 5


Additional Resources:

Join The Webinar and FULL Five Challenges (and Next Practices): https://cemnext.com/cx5registration

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21

Next week we will review CX Challenge:
Existing CX Metrics are Just Not Good Enough.


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

I have just done a 3-minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference

Then follow these steps….

Step #1 – Get The Book:
Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #2 – Get The Training:
FREE – ‘OusideIn Concepts’ Video Series: https://bit.ly/OIConcepts
Certified Outside-In Master® | https://bit.ly/COIM2021
Certified Process Professional Master®  | https://bit.ly/CPPM21
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021

Step #3 – Get the Software:
Parallel | https://bit.ly/Parallel2021

Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021

Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation

Step #6 – New Article – Customer Obsession 
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

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