I met a group of bigwigs in California yesterday for a dialogue about all things customer experience. It wasn’t your average get together — the firms had a combined market cap of about $2,000,000,000,000 ($2tn). I even got dressed properly. Three key themes:

1. CX teams are spending too much time and energy measurbating, strategizing, researching and evangelizing, and not taking enough action to improve things. I get the impression there is high turnover in senior CX roles because they just aren’t delivering. Less rhetoric, more results is the order of the day.

2. CX practitioners need to improve their strategic and marketing acumen. They need to demonstrate a better understanding of the broader corporate strategy and how they can support it, prove the value of their work, and integrate with other marketing activities to help build the brand.

3. Finally, I believe the future of CX is smaller, more manageable projects and a greater focus on iterative continuous improvement. Big Bang projects take too long to deliver too little value.

See this post on LinkedIn