How to Exceed Execs' CX & EX Goals
Lynn Hunsaker, CCXP
Multiply value by walking the talk: CX=EX=$ | CCO | Strategic Planning
Executives expect significant financial gains from your customer experience and employee experience budgets and teams' work this year. Keep in mind that significant gains are much bigger than quick wins.
You can multiply cost savings + revenue gains + EX quality of life + CX quality of life simultaneously by modernizing your CXM and EXM approaches.
Modernized CX PI (practices intelligence) multiplies your value quickly and efficiently (small fee and small effort from you). It does not require you to buy a new technology or contract.
Modernized CX PI leapfrogs outdated CX PI. You can actually skip a lot of your current CXM and EXM activities in favor of better ways.
Examples of outdated CX/EX PI are shown in this diagram. If you follow my LinkedIn posts, you've seen dozens more examples of outdated CX PI and modernized CX PI. Very few experts or conferences or certifications are sharing modernized CX PI. It's mostly outdated CX PI because they're stuck in business-as-usual, which isn't solving the rising costs of bad CX nor the perpetual low maturity of CXM.
You can exceed your executives' goals for significant financial gains this year from your CXM and EXM efforts by following the modernized CX PI shown below.
What are your 2025 CX goals?
Try these modernized CX PI methods!
1. Technology Selection or Implementation
Here's how to exceed your executives' goals: Tie-in strategic impact (what makes a difference to your corporate goals) + stakeholder management + feedback loops.
Why it matters: People and process are just as important, or possibly more important than a tech solution for success in anything. Rarely do tech firms' employees have practical extensive experience in driving cultural change hand-in-hand with tech deployment. Rise above the trap of assumptions to ensure you'll meet your intended outcome with maximum gains and minimal costs.
See how:
2. Process Efficiency
Here's how to exceed your executives' goals: Use COPIS with Pareto and fishbone and stakeholder management.
Why it matters: Customer-centric cost reductions and process improvements are very rare. Accordingly, hidden costs in employee experience and customer experience short-change the gains you were expecting.
See how:
3. Data Quality for AI
Here's how to exceed your executives' goals: Ensure holistic, unbiased, representative, valid data.
Why it matters: Machines and software depend on the data we make available. If the data is unreliable, then there's no way to get accurate AI.
See how:
4. Internal Engagement
Here's how to exceed your executives' goals: Speak their lingo, tie-in to their priorities, and monitor their ripple-effect on CX.
Why it matters: Everyone wants to work for an admired firm vs. a despised firm, and customers pay for salaries/wages, budgets, and profit-sharing (investors just reinforce customers, not the other way around!). No matter how busy or chaotic things are for non-customer-facing groups and others, you can weave-in CX as a top priority for them
See how:
5. Customer Engagement
Here's how to exceed your executives' goals: Stop spoiling retention, over-promising in acquisition, siloed launches, and rushed mindsets.
Why it matters: Your Marketing & Sales teams and budgets work so hard to acquire customers, so it makes no sense to make it hard to retain them. Churn and negative word-of-mouth put extra burdens on Marketing & Sales budgets that could otherwisebe spent to create new value!
See how:
6. Journey Management
Here's how to exceed your executives' goals: Start with expectations personas, root-cause action-oriented journey maps, and the 6 A's.
Why it matters: Micro-moments and quick wins are insufficient for meeting executives' expectations for CX-led growth. Rather than focus on what Marketing and Support can do, you can empower everyone in your entire company to stop creating issues for customers that add burdens to Support and drag down profit.
See how:
7. Proving Value
Here's how to exceed your executives' goals: Understand metrics' hierarchy, clean your data, and focus managers on CX annuities.
Why it matters: Trying to connect 2 lagging indicators is problematic in several ways. When you connect a true leading indicator to a lagging indicator, it's straightforward to show great gains. Note: a lagging indicator is the result of a leading indicator; lagging indicators are defects, NPS, revenue, market share because they are results that happen after your company's actions happen.
See how:
8. Closing Gaps
Here's how to exceed your executives' goals: Use COPIS with Pareto and fishbone and stakeholder management.
Why it matters: When you close customers' gaps at the root causes, you set in motion a series of continual gains: permanently stopping the need for precious budget to address the gap, freeing-up budget and people to be re-assigned to value-creating instead of value-rescuing, freeing-up customers to create more value in their life/business and do more with you whole-heartedly, better CX and EX, creating new value for higher growth.
See how:
9. Designing New Value
Here's how to exceed your executives' goals: Use insights holistically and systematically.
Why it matters: When people start anything without thoroughly understanding who they're serving, the results are likely to require a lot of re-work. When they start with deep-dives into customer insights and frequently check/update their assumptions while developing plans, you're likely to see faster adoption, fewer Support cases, and far less re-work. Significantly higher revenue gains at lower costs are inevitable via CX insights.
See how:
10. Smoothing Silos
Here's how to exceed your executives' goals: Avoid common pitfalls of creating yet more silos, expand motivations, and setup universality.
Why it matters: Silos are at the heart of everything you complain about: siloed vision, assumptions, goals, metrics, handoffs, data, processes, systems, channels, organizations. Discover how these 10 silos affect one another, and 4 universal keys to smooth all of them, along with specific keys to reduce silos in your own work and across your company.
See how:
11. Connecting CX + EX
Here's how to exceed your executives' goals: Make customers' aims the basis for all employees' purpose and integrate results, reviews, and rewards.
Why it matters: Everyone knows there are connections between employees' and customers' experiences and business growth, yet very few CX teams are actively driving company-wide customer-centricity and employee-centricity. Even fewer executives are connecting investors' outcomes with CX and EX outcomes in any of their statements. Your CX data can turn this around for substantial improvements in EX, CX, lower costs, and higher revenue.
See how:
12. Other?
Let's discuss! https://ClearAction.com/oneonone/get-acquainted
Any of the value boosters above will open your eyes to simple yet super powerful CX PI and EX PI you can use right away. It can multiply your progress by 1.1X . . . 1.8X . . . or higher -- with significant financial gains. These are the keys to obvious huge value of CX and indispensable value of your CX team to your board of directors' goals.
What's coming up?
A. Masterclasses: Wednesdays 90 minutes or self-paced or private group or in-person. Packed with modernized CX PI that's universal for employee experience and partner experience -- and pivotal to investor experience (more growth!). Designed for your whole team to learn together: experts + enthusiasts + certification seekers -- level-sets everyone and up-levels capabilities.
B. Masterminds: you CAN set a movement rolling across your company to remove revenue roadblocks and profit potholes. For CX/EX Directors/VPs, 90-minute interactive workshops tailor solutions to your specific circumstances. You'll be amazed at the number of pivotal takeaways you get. Join any Thursday or schedule your own solo mastermind or private group mastermind. See the testimonials at ClearAction.com/product/growth-mastermind
C. Need help getting your executives to understand all this?
This is for them:
Question for you:
What's the toughest CX challenge you've come across?
#CustomerExperience #CustomerCentricity #EmployeeExperience
Head of Aviation Project @ Simply Contact | I help aviation and travel companies improve customer support operations by managing strategic projects, enhancing team performance, and delivering exceptional CX.
3 周Love the approach, Lynn Hunsaker, CCXP! Modernizing CX with strategies like "Process Efficiency" and "Journey Management" really helps teams work smarter. I totally agree that aligning CX and EX is key to achieving big results. The toughest challenge I’ve encountered often is the siloed communication between customer-facing teams and other departments. It’s tough to create a smooth experience when the right information isn’t shared.?
CEO @ TouchPoint One, LLC | Driving Contact Center Performance
3 周Lynn - what a fantastic blueprint for aligning CX and EX! Love how you've covered everything from data management to internal engagement with such practical insights as well as the focus on leading indicators and managing silos. Aside from this piece being a valuable resource on its own, a workshop or masterclass sounds like a great alternative to chocolates or flowers for those special CX collegues or friends (or gift to oneself) this Valentine's Day. ?? Thanks for sharing!