Are These 3 CX Must-Haves on Your Wish List?
It’s time to make your list and check it twice. Not the items needed for the office party or gifts to give, but rather your customer experience (CX) wish list for 2023 and beyond. Like any good wish list, it needs the right balance of dreaming big while remaining practical.
Making CX Merry & Right
Most CX leaders want to deliver convenient, easy customer interactions, yet many are struggling to meet that promise. Executives have been working hard, creating PowerPoint presentations and holding countless meetings to decide where to start. They have mapped journeys on Post-Its and spent big bucks on new tools that only added more complexity.
Investments of time, effort and money aren’t producing sufficient improvements. According to a study conducted by Forrester Consulting on behalf of CSG, most of the 480+ CX leaders surveyed (58%) said their organizations are currently spending at least $2.5 million on CX initiatives and strategies. Yet 30% report that “investment in CX tools has been unsuccessful in the past.” CX is and will continue to be a board-level issue with many organizations and C-suite decision-makers backing initiatives with expanded budgets and resources. There is more pressure than ever to deliver significant ROI results.
It’s time to do away with endless conversations, generic tools and “we can do this in-house" mantras.
It's time for well-thought-out strategies rooted in industry expertise and backed by real ROI. These require aligning your wish list with the broader CX goals of the organization.
Move From Coal-Oriented to Goal-Oriented
It’s easy to get hung up on negative reviews or low email open rates, but don’t let it define what makes a successful or easy experience for customers. In order to determine organizational objectives, think holistically about how exceptional CX permeates all aspects of the business.
In the Forrester study, CX leaders identified their organizations’ greatest priorities for 2023. The top four initiatives included:
Maximizing profits related to CX (78%)
Increasing customer satisfaction (75%)
Initiating an enterprise-wide CX strategy (71%)
Improving the omnichannel customer experience (69%)
If these goals seem familiar, then your CX wish list should include a partnership with a CX expert ; an industry-specific, off-the-shelf CX tool ; and a library of customer journey best practices . These three core assets will help turn CX from buzzword into your business advantage.