Report: Five Habits Of Highly Effective CX Professionals Revealed

Business development to success and growing growth concept, Businessman pointing arrow graph corporate future growth plan
SHARE
THIS



There are five key habits that successful CX professionals have in common, according to the newly published State of Customer Experience 2018 report.

The study, one of the most comprehensive global surveys of CX practitioners, was carried out by Confirmit in partnership with Engage Business Media.

The result, the State of Customer Experience report, analyses the factors that define leaders and laggards in CX across different industries, and across B2B and B2C markets.

The report establishes the leaders share common attributes critical in driving CX success, increased investment and customer-centricity.

Confirmit SVP of CX Innovation Claire Sporton said: “Unlike other studies, our report defines a CX Leader in terms of specific business outcomes, rather than those organisations that simply achieve the best CX metrics.

“Our experience shows that the proof of any program is the value it delivers across an organisation and as such the most successful programs are seeing significant increase in investment,” Sporton said.

“The report makes for fascinating reading, particularly when compared to our findings from last year.

“We’re seeing a clear maturity curve in terms of the sophistication of responses, which is reflected in the fact that nearly 60 per cent of respondents have more than four years’ experience in CX.

“While this is great, there are also some red flags for us to consider, particularly around how companies are investing in actually driving change based on their CX programs.”

The findings of the research identify the five habits of highly effective CX professionals which should be adopted and cultivated by CX teams aiming to have an impact across their company:

  • Habit #1 – Define goals and drive the right ownership: rather than focusing solely on CX metrics, successful practitioners are able to talk in the language of the wider business and define outcomes that make sense to all employees. 57 per cent of leaders in the report agree strongly that stakeholders across the business are strongly invested in the goals of their programs, compared to just 25 per cent of laggards.
  • Habit #2 – Think Innovation and action: The most successful CX practitioners understand that programs must drive innovation and real action, both of which must be tangible and communicated across the business. 51 per cent of leaders strongly agree that their programs drive measurable innovation or change within their organisation, compared to just 16 per cent of laggards. 
  • Habit #3 – Listen to more voices collectively: While an increasing number of companies surveyed are actively capturing both the Voice of the Customer and the Voice of the Employee in their programs, questions still linger over whether the feedback gathered is integrated and therefore useful in its combined form. Only 31 per cent of organisations strongly agree that their programs combine multiple sources of insight. Leaders are those that work to drive integration between customer and employee voices – as well as those of partners, suppliers and other stakeholders, and other forms of data such as operational and financial.
  • Habit #4 – A focus on customer-centricity: Respondents to the report stress the importance of driving a customer-centric culture across their organisation for CX to be successful. This means that employee engagement needs to be high across all levels of the organisation, from the front line to board level. Again, this relies on a strong communication strategy, which is something 57 per cent of leaders already have in place, while only 35 per cent of laggards say the same.
  • Habit #5 – Continuously re-think: The report shows that the most experienced CX practitioners aren’t necessarily those who run the most successful programs. It is easy for CX programs to go stale and get into bad habits, meaning constant innovation, re-evaluation and adjustment is critical. 67 per cent of leaders in the report agree strongly that their program has driven significant investment in change, compared to 27 per cent of laggards, supporting the view that continually asking ‘what’s next?’ is a key step in delivering long term CX success.

The full report investigates each of these habits, providing detailed insight and analysis that provides learning points for individuals and teams across the CX industry.

To learn more, the full State of Customer Experience 2018 report is available from November 13 and can be downloaded here.

Please login with linkedin to comment

cx professionals effectiveness Report work ethic

Latest News

Bankwest Unveils New Work Via Its Bespoke WPP Agency Union
  • Campaigns

Bankwest Unveils New Work Via Its Bespoke WPP Agency Union

Union, WPP AUNZ’s bespoke national group model created to service Bankwest, has launched a new national brand campaign for the visual-style terms and conditions the financial institution developed with the University of WA in a bid to make T&Cs more engaging for customers. Bankwest has rolled out visual terms and conditions for its Bankwest Easy […]

TikTok To Launch Web Series Supported By Screen Australia And Film Victoria
  • Media

TikTok To Launch Web Series Supported By Screen Australia And Film Victoria

The first ever web series to be funded by both Screen Australia and Film Victoria for TikTok, will launch on May 17. Produced by Hayley Adams and Michelle Melky, and directed by Logan Mucha, Scattered is a new queer drama comprised of 38 x 1-minute daily eps. It follows three best friends, Jules, Sami and […]

Schwartz Media To Launch Osman Faruqi’s The Culture Podcast
  • Media

Schwartz Media To Launch Osman Faruqi’s The Culture Podcast

Schwartz Media will extend its audio offering with a new culture podcast. Building on the success of its flagship daily news podcast 7am, and it’s growing arts and culture coverage, Schwartz Media is launching new podcast The Culture at the end of the month. Award-winning journalist, editor of 7am and pop-culture obsessive Osman Faruqi will […]

Attracting Customers With Horseshoe Magnet
  • Advertising
  • Opinion

How To Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists’

Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands? By Peggy de Lange, VP of international expansion at Fiverr It’s a well-known rule of thumb that it costs 5-times more to get a new customer […]

by B&T Magazine

B&T Magazine
Tooheys, 72andSunny, Vice And Gocsy Collaborate On ‘Proudly Ordinary’
  • Campaigns

Tooheys, 72andSunny, Vice And Gocsy Collaborate On ‘Proudly Ordinary’

In the next instalment of the ‘Proudly Ordinary’ campaign for Tooheys Extra Dry, Lion and 72andSunny continue their partnership with work from Vice and Aaron Gocs (Gocsy). Gocsy is a beloved icon of Australian outsider comedy who creates content for Vice and his own broadcast channels. As part of the highly successful ‘Proudly Ordinary’ brand […]

Have You Seen Trevor?
  • Marketing

Have You Seen Trevor?

Love an opinion piece with a mystery headline? You'll love this. Even more so if you're stuffing your gob with cake.

Opinion

by Kathleen Farmilo

Kathleen Farmilo