BP Group Annual Survey: 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 years and the questions asked in 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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Download the resources
(slides, transcripts, etc):

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

Review the LIVE Program that codifies the โ€˜Next Practicesโ€™: https://bit.ly/GCCACXP

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


๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย https://bit.ly/OI2021now

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community: https://linktr.ee/SteveTowers

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย https://cemnext.com/xmroi2023

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)