Successful CX outcomes are akin to preparing for a major sporting event. Operating without a playbook or preparation dooms your efforts to be perceived as “wishful thinking.”
Accelerating CX adoption relies on your ability to connect strategy, organizational design, process management, people concerns, and digital/technology.
Senior leaders are fiercely competitive. Many enjoy competitive sports in general. Many view their organizations as part of a highly competitive team sport. It is perplexing, then, that Customer Experience (CX) adoption has not been more rapid and widespread[RN2]. Great CX requires every player on the team to understand how their role contributes to success, and play within the system, adapting quickly to evolving customer needs.
Too often, CX efforts are relegated to reliance on fragile subjective metrics like NPS. So much so that the original inventor of NPS, Fred Reichheld, says ‘I had no idea how many people would mess with the score to bend it, to make it serve their selfish objectives’. This has led to leaders’ belief that #CX is disconnected from the reality of daily business, the product of people great at talking but not walking.
There has never been a better, more pressing, time to get more scientific about CX.
To build long-term success, CX programs must deliver business results by catalyzing forward-facing, objective, and connected measurement systems. CX leaders must help organizational decision-makers to “connect the dots” and appreciate the role everyone has to play in delivering successful customer outcomes.
The BP Group’s North Star is indeed this upskilling of practitioners, professionals, and masters of Customer Experience. We teach an underpinning approach that has been tried, tested, and deployed in leading global corporations which aims to educate, inform and deliver immediate results that both charm senior leaders, excite customers, and consistently deliver growing shareholder value.
CX is indeed a team sport – let’s play it to win.
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2 thoughts on “CX is a Team Sport. Are You Ready To Win Big?”
Great article and worth reading!
This was an excellent article and I fully agree with NPS being abused by organizations to tell the story they want it to tell and not what the customer wants to tell. This was amazing to read as it put current things into perspective for me at my organization so I can better understand and help resolve.
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