How can you improve your CX skills?

While everyone in an organization can affect customer experience, and it’s important everyone has a good understanding of the customer, needs on insights and how to gather them will vary by roles. Not everyone will need, or have the time or skills, to conduct interviews or journey mapping or do analytics on organization-wide data. That is probably best left to a CX team who will share a common view of the customer across the organization and detailed information on improvement opportunities to specific functions. But it’s also good for everyone to have feedback on their own performance in terms of CX when possible. Front-line staffs for example should have access to their own customer feedback in order to find areas to improve.

I will first start by getting the attention of CEO and Management Board of putting developing Customer Experience as one of main company's KPIs to stay a head of competitors in the market beside financial objectives. I will then start an initiative by set up required workshops and meetings with all internal key stakeholders to describe why and how we need to develop customer experience across the whole organization. Getting regular Marketing insights,reports and surveys from Marketing Department and also Customer Care Department will also help to get a good insight on where the company is on developing CX. This will help to design an attractive customer journey to improve CX across the whole organization.

Clear and concise communications, speaking the customer’s language and showing empathy are a few of the important principles in creating a positive experience. These apply not only to front-line staff discussions but to every touchpoint from websites and any marketing communications to invoices, payment reminders to user manuals and FAQs. They apply equally internal communications for employee experience. Every function in an organization needs to understand how to apply these principles in their specific context.

By using the term “CX skills,” the AI-generated article appears to mix customer experience management methodologies and soft skills everyone in an organization needs. While everyone in the organization needs to understand how to apply principles of a good experience, like showing empathy, and clear communications, to their work, not everyone needs to know how to conduct, say, journey mapping. Similarly, the roles toward CX and needs for insights are different for different people. People in an organization-wide CX role need to view and monitor CX from a holistic perspective across the organization, while individual functions need to understand, and be accountable for, how they affect the experience across the experience lifecycle.