A global research study by MyCustomer and Confirmit explores the requirements, responsibilities and results of CX leadership. These insights represent the most in-depth examination of customer experience leadership to date.
9 key takeaways:
- Customer experience leadership is a broad church, with CX leaders coming from a wide range of different backgrounds, though customer service and marketing are the most common.
- There has been a lot of movement in the CX jobs market, and while many CX leaders are very experienced, a significant number have been in their current roles for only a short time.
- Many CX leaders own their organisation’s customer service and/or contact centers – but this tends to be influenced by where the CX department sits in the business.
- CSAT and NPS are commonly used to gauge CX program success by CX leaders – but few measure its business value with financial metrics.
- Most CX leaders have achieved improvements in CSAT and NPS, but fewer report upticks in metrics that could be used to more directly demonstrate business value.
- Those CX leaders that have been in their current roles the longest are more likely to report program benefits.
- Organisational silos are the biggest barriers to CX program success, but company culture is also a challenge – albeit one that CX leaders are able to address if given the time.
- CX program budgets have been increasing up to now – and customer journey tools and survey tools have been the most popular investments.
- CX strategies, customer journey mapping and Voice of the Customer programs are the three biggest priorities for the next 18 months.
Read more at MyCustomer.