Rethinking “Experience”

I’m just going to say it – Customer Experience is broken.

We’ve been at CX for over a decade, and organizations should have completed their customer-centric transformations long ago. Yet here we are with a lot of technology and little to show for it.?

Don’t believe me??

The 2023 CCW Market Study found that “only 4% of consumers feel experiences have improved over the past year, and a staggering 56% feel they have gotten worse.” In fact, “a majority of consumers do not believe the walk supports the talk.” Yikes.

Before we jump to “fix” CX, we need to be clear on what problem we’re solving:

• Fix current CX programs to deliver measurable ROI. That’s business as usual.
• Refocus CX to drive more ARR and NRR? That’s where everyone’s focused. OR
• Rethink experience as a strategic element to realize an organization’s real potential.

Let’s rethink “experience.” There are seven benefits to doing this:

1. Clearly define how the organization will achieve its aspirations.

2. Increase revenue growth and retention with confidence.

3. Increase experience satisfaction for all stakeholders.

4. Focus resources – time, money, people, capacity – on the most critical activities.

5. Make the business more agile, durable, and resilient.?

6. Become proactive rather than reactive.

7. Measure how resources contribute to achieving aspirations.

I gave a 10-minute “TEDx-like” talk on how to rethink experience at the Hot Takes event and go into more detail in my recent SpiceWorks article.

Have a question or want to talk about this further? Drop me a note.

Christine Crandell

Schedule a meeting?

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