Season 2 Episode 1
2021 CX Challenges Survey Results
About This Episide
This is the 3rd year that Customer Results has conducted a global survey to identify and rank the priority of CX Challenges that they are facing.
This is particularly interesting in 2021, the year of COVID hope and recovery heading to 2022 the year of normalcy (we hope).
With 32 Challenges identified this year by insights from 1167 survey participants from the 18,400 global members of Customer Results engaged CX community members there were some specific and exciting results.
The report itself is packed with insights, quotes from the community and, this year, some action thought starter ideas related to the top 10 challenges (since in 2020 the most popular comment was “so what, interesting, we agree, but what do we do about it!”)
The report doesn’t reflect the importance of the topics or even the investments being made (contact us for more information on that) it does reflect a global perspective on the things that practitioners are trying to overcome to be successful, today and tomorrow.
While the report is a must read for the CX community who use it in all kinds of ways too numerous to mention on this podcast Graham & Robin dig  a little deeper on some of the key trends:
- Â What it means to “Develop a CX Culture and Customer First Mindset and why it matters”, the #1 Challenge.
- Â And why you cannot meet CX expectations if you do not have “Deep Enough Customer Understanding” including deep understanding of your customers psychographic state and their emotional relationship with you (adding emotional empathy to the ease and effectiveness experience measures we all love). Customer Understanding was ranked #2 this year.
-  3 new entrants in the top 10 are “Defining Great CX”, “Maximizing CX Centric Care” and the rising importance of employees as a key audience, both Voice of Employee (VoE) informing your understanding of your customer (there we go again with that #2!) and their experience and the growing movement of applying CX techniques to treat Employees as an experience audience.
Resources
- The 2021 CX Challenge Survey results *** Requires free Talking CX signup (see below)
- The 2020 CX Challenge Survey results – click here
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Season 1 Episodes
CX Science #1 - What the 'Heck is CX Science
20 years into the modern CX movement executives believe CX is critical but to the CX discipline must become more formal, predictable, measurable and investable to continue to grow, moving from CX as Art to CX Science predictably impacting your Customer Experience Operating Model (CXOM).
CX Science #2 - Real CX Success is like Playing CX Jenga
We cover the building blocks of the CX discipline with a strong focus on CX Science and why creating great CX is a lot like a game of Jenga. From customer persona, customer journeys and your CX operating model of channels, people, process, cx tech, data, measurement systems, products, services and partner.
CX Science #3 - CX Strategy Scuffles - It's Ruff out There
Delivering any experience starts with who you are targeting and why it is of benefit to both your customers and to your business. A North Star CX Strategy & Vision to guide your investments and actions. Using Rover.com as a favorite example of how an example of how a great CX Strategy really works.
CX Science #4 - The Art of Knowing Your Customer
You cant define or deliver experiences to customers you don’t understand. We explore how personas, segments, audiences and experience journeys and journey maps help clarify interactions, painpoints and the key moments where you energize (or disappoint) your customers.
CX Science #5 - Delivering Your Experience Is A BOM
Your Business Operating Model (BOM) is crucial to delivering your experiences. Put simply your BOM comprises the channels your customers use to interact with you, the people, processes, technology and data that underpin your experiences, the partners you work with and the products and services that you offer.
CX Science #6 - Experience Design - Making Your Journey Map Work
Experience Design is where you decide how your customer experience journey will actually work, when implemented by your Business Operating Model (BOM) and what changes you may need to make to your BOM in order to realize the experience you want and your customers need.
CX Science #7 - CX Tech Stacking The Deck In Your Favor
Whether in design of the experience, delivery of the experience or measurement of the experience no experience today happens without technology. Your Design, Delivery, Management and Measurement Tech Stack is a critical segment of your enterprise technology architecture.
CX Science #8 - CX Measurement - At The Heart Of CX Improvement
At the heart of every CX program is Measurement. You cannot improve what you do not measure and you cannot understand if you do not listen. Companies that do nothing else should measure and listen to their customers perceptions of what they are doing, use that to drive insights and act on it.
CX Conference Road Trips
3 months, 4 CX conferences including Forrester CX, Medallia's User Group, Chief Customer Officer Chicago and the inaugural Stratifyd user conference. Listen to what's happening in the world of CX as Graham discussed the hot topics of conversation at these key events.
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