I started writing here last year because it was clear to me that the CX industry was heading to a bad place.

Too many commentators were creating too much hype and suggesting strategies that simply couldn’t work. Some were bad-mouthing other disciplines.

Over-promise, under-deliver and alienate yourself in the process? That’s a disaster in the making.

As a somewhat lonely voice I’ve tried to provide a counterpoint — critiquing the hype and bad research, explaining the value of adjacent disciplines, the flaws in various metrics and strategies, while presenting pragmatic alternatives.

In the process I’ve gained some support, but has anyone changed their tune? Not really. There’s even more hype. Plenty have just blocked me from seeing their content rather than face a well-reasoned critique. Some just shrug and carry on with business as usual.

Well, it's coming home to roost. Many programs continue to deliver no tangible value. Now Forrester’s top prediction for 2020 is that 25% of CX pros will lose their jobs.

This year please do more to question the hype and dogma. Abandon the loyalty myths. Ship more real-world improvements. Do more to directly support top-line growth and customer acquisition.

I'm trying to help us all succeed. Don't make me beg, ok? :)

See this post on LinkedIn