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BP Group Annual Survey 2021: FIVE significant CX Challenges and the emerging Next Practices

August 17, 2021

Introduction and BackgroundThe 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 Foreverhttps://bit.ly/BPGSurveyW1

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

Mindsets Are Getting In The Wayhttps://bit.ly/BPGSurveyW3Too Much Theory, too Little Deliveryhttps://bit.ly/BPGSurveyW4

Communication is an Enormous Problemhttps://bit.ly/BPGSurvey_W5

Watch the Complete Webinar and Download the Resources:

Join ‘Five Challenges (and Next Practices)’: https://cemnext.com/cx5registrationReview 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 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #3 – Get the Software:

Step #4 – Connect With The Community:

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023