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CX’s second act – Value Creation

June 18, 2019

Karen Chandler

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If you want to know where the CX industry is headed, there is no place better than Forrester’s CX conference! #CXNYC was no exception. It was great to learn from CX practitioners and heartening to see everyone talking about, and getting ready for, CX’s second act. Here are three themes that really stood out for me from all the engaging conversations I had at #CXNYC.

1. Tech alone is not enough

Technology is a great tool that has helped us launch faster, bolder and bigger CX programs, but we must remember that it is a tool, not a strategy. Technology enables CX initiatives that in turn help us connect with our customers’ feedback. But technology alone doesn’t solve problems, you do! Measuring and understanding Customer Experience (CX) is as much of an art as a science, something lost with a “tech-only” approach. For more on tech’s role in CX, read this blog post. 

2. CX data is happier when it has company

CX programs by themselves only go so far. They allow you to talk to your current customers and solve their problems. They allow you to identify opportunities to deliver better on customers’ expectations. But they offer little or no insight into the company’s potential customers and their movement along the customer journey. CX data is most effective when combined with other business data – integrating Business and Brand data with CX feedback creates powerful strategic insights that help create business value.

3. Make your CX program yours

Your CX journey is uniquely yours. Make sure your CX program is tailored for your business and for your individual CX journey. The design and delivery of your CX programs can make or break your CX initiatives – but you don’t have to do it alone. Work with experts who will help you design a CX program that works for you.