BP Group Annual Survey 2021: FIVE significant CX Challenges and the emerging Next Practices

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

Watch the Complete Webinar and
Download the Resources:

Join ‘Five Challenges (and Next Practices)’: https://cemnext.com/cx5registration

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

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

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:


Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

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