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During 2023 one in five CX programmes will disappear entirely

February 23, 2023

This is what Forrester is predicting. Not just any pip squeak research company. When a CX authority says something like that, you must sit up and pay attention. Ask yourself why this might be the case, and quickly, you will realise many CX initiatives are not adequately connected to delivering business benefits. Have you secured your CX efforts to win the triple crown (simultaneously growing revenues, reducing costs, and improving service)? If you haven’t, you may become that one in five.Here’s some of the latest research from CX authorities (with several interesting data points).

NPS has run its course

The Customer Experience organisations that win every time

The thriving CX initiatives connect their efforts with business benefits in everything they do. This gets the continual and sustained support of the top team. Abandon those flakey metrics and aim to get more scientific about the customer experience.

How to win the Triple Crown?

Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience Professional® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.

RECOMMENDED QUALIFICATION:

The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers