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
https://bit.ly/BPGSurveyW1

CX Metrics Are Just Not Good Enough
https://bit.ly/BPGSurveyW2

Mindsets Are Getting In The Way
https://bit.ly/BPGSurveyW3

Too Much Theory, too Little Delivery
https://bit.ly/BPGSurveyW4

Communication is an Enormous Problem
https://bit.ly/BPGSurvey_W5


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:

https://linktr.ee/SteveTowers

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

FIVE significant CX Challenges – “Effective Communication is An Enormous Problem ”(Pt. 5)


Last week we reviewed the 4th of the five main CX Challenges -Metrics Are Just Not Good Enough (link). This week, in the final segment, we asked the question “Are CX Communicatons working well?”

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

The Five CX Challenges (and Next Practices)

This week we ask the question “Are Your CX Communications working well?”

Here is the Video from the recent webinar:

Summary of Customer Experience Metrics Are Just Not Good Enough


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


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:

https://linktr.ee/SteveTowers

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

FIVE significant CX Challenges – “Too Much Theory, not Enough Delivery”(Pt. 4)


Last week we reviewed the third of the five main CX Challenges -Mindsets Are Getting In Way (link).

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

We have now reviewed 3 of the 5 challenges, let’s see how industrial era metrics prevent a customer-centric evolution

The Five CX Challenges (and Next Practices)

This week we ask the question “Is Your CX Measurement system working well?”

Here is the 12 minute Video from the recent webinar:

Summary of Customer Experience Metrics Are Just Not Good Enough


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:
“Communication Is An Enormous Problem”


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:

https://linktr.ee/SteveTowers

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

FIVE significant CX Challenges – “Is Your organization fully attuned to YOUR customer?”(Part 3)


Last week we reviewed the second of the five main CX Challenges – Customers Have Changed Forever (link).

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

Over the next few 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 “Is Your organization fully attuned to YOUR customer?”

Here is the 12 minute Video from the recent webinar:

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:
“There is Too Much Theory!”


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:

https://linktr.ee/SteveTowers

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

FIVE significant CX Challenges – “Does Your CX Measurement System Work Well?”(Part 2)

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

Last week we reviewed the first of the five main CX Challenges – Customers Have Changed Forever (link).

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 CX Measurement System Work Well?”

Here is the 10 minute Video from the recent webinar:

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:
Customers Have Changed Forever


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:

https://linktr.ee/SteveTowers

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

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?

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:

https://linktr.ee/SteveTowers

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