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)
Here is a summary of the major findings:
Customers Have Changed Forever
CX Metrics Are Just Not Good Enough
Mindsets Are Getting In The Way
Too Much Theory, too Little Delivery
Communication is an Enormous Problem
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Start here and follow these simple steps:
Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP
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Step #3 – Get the Software:
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Step #4 – Connect With The Community:
Step #5 – Keep Pace with Change:
Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023