Many companies aspire to deliver a great and differentiated customer experience, but their ability to deliver it is often hampered by several misconceptions about CX and a narrow view of what CX actually means.
This year I will get fit!
A healthy CX is essential to build the organisational fitness required to compete successfully in a challenging environment. Most organisations set out some CX objectives and targets at the beginning of each financial year, but how many of these organisations keep the right focus and resources behind them?
Are you playing Whack-A-Mole or Connect 4?
Like a Knight at King Arthur's Round Table
Who should be accountable for the customer experience and where should this sit within the organisational structure? This is still a question many organisations are debating. While there is no one-size-fits-all answer, this will have a radical impact on how the organisation approaches CX management.
Fan club or fickle users
I want a Bot and I want it now
There is currently a clear trend in Customer Experience circles. It seems it has become almost impossible to attend a CX event without hearing people talking about Artificial Intelligence (AI) and chatbots. Yet, is AI still only the fancy gadget in fashion, or is it the solution to a real customer and organisational need?
