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

Vision6 Launches First-Ever National Brand Campaign “Simply Reliable”
  • Advertising
  • Campaigns

Vision6 Launches First-Ever National Brand Campaign “Simply Reliable”

Australian owned and operated email and SMS marketing software company, Vision6, announced the launch of its first-ever national brand campaign and new brand platform “Simply Reliable”. Founded in 2001, Vision6 was one of the first email marketing software providers in Australia and has since been relied upon by thousands of Aussie businesses and organisations for […]

JCDecaux New Zealand Grows Its Team To Lead Street Furniture Tender
  • Media

JCDecaux New Zealand Grows Its Team To Lead Street Furniture Tender

Out-of-Home media company JCDecaux New Zealand has appointed business growth specialist Adam McGregor in preparation for its bid to win upcoming local government street furniture tenders across the country. With contracts for the provision of street furniture including bus shelters across New Zealand up for renewal from late 2022, they collectively represent the biggest advertising […]

ABC iview Goes Virtual With Fetch TV
  • Media

ABC iview Goes Virtual With Fetch TV

Fetch TV has announced that ABC iview will soon be available as a dedicated Virtual Playlist Channel on the Fetch platform. Virtual Playlist Channels (VPCs) were developed by Fetch to promote content discovery, and to provide a clear bridge between the traditional world of linear TV and the growing availability of on demand content via […]

Jackie Gillies Joins The Acast Creator Network
  • Media

Jackie Gillies Joins The Acast Creator Network

Jackie Gillies, businesswoman, psychic medium and cast member of The Real Housewives of Melbourne is bringing her sassy, inspirational and adventurous spirit to her new podcast Shine It Up, With Jackie Gillies, which launches today via Acast. Hosted and distributed by the creator-first podcast company Acast, the show will offer listeners inspiration and motivation to […]

Hungry Vax, Jabstar, JAB Hi-Fi: Aussie Designers Give Iconic Logos A Pro-Vax Revamp
  • Media
  • Technology

Hungry Vax, Jabstar, JAB Hi-Fi: Aussie Designers Give Iconic Logos A Pro-Vax Revamp

Crowdsourcing platforms DesignCrowd and BrandCrowd are promoting vaccination efforts in a unique way, launching a logo redesign contest among their networks of designers. The initiative saw iconic Australian brands such as Hungry Jack’s, Jetstar, JB Hi-Fi, and Bunnings undergo a redesign.  “We thought it would be fun to see some other iconic Australian brands back […]

Harper’s Bazaar Australia Appoints Jillian Davison As Editor In Chief
  • Media

Harper’s Bazaar Australia Appoints Jillian Davison As Editor In Chief

Jillian Davison has been named editor-in-chief of the recently relaunched Harper’s BAZAAR Australia. She will oversee all content, development and creative direction across the iconic magazine’s digital and brand platforms. Davison (pictured) succeeds Eugenie Kelly, who recently stepped down to pursue other opportunities. The announcement was made by Maureen Jordan, publisher of Harper’s BAZAAR Australia […]

72andSunny Unveils First Campaign For Plant-Based Drink Brand Australia’s Own
  • Advertising
  • Campaigns

72andSunny Unveils First Campaign For Plant-Based Drink Brand Australia’s Own

Freedom Foods and 72andSunny Sydney have launched the first advertising campaign for Australia’s Own range of plant-based beverages. The campaign introduces a new visual world and identity for the brand and captures the healthy, positive feeling you get when spending time in nature and when consuming Australia’s Own certified-organic, plant-based beverages. As well as featuring […]