The Three Skills Every CX Professional Needs

I had the rare luxury of spending two days with my colleagues in our Scottish offices this week; it was there where I was reflecting on what makes our team unique. What stood out to me was a series of common traits across the team that drive our success.

In the worlds of Customer Experience (CX) and Process Improvement, customer centricity or and analytical ability are often highlighted as the keys to success. While these are undeniably important, I believe that three behaviours are just as crucial, if not more so, for anyone looking to drive real change: the vulnerability to say "I don't know", the curiosity to ask "why?", and the ability to simplify complexity.

Let's dive into why these behaviours matter and how they set apart the best CX and process improvement professionals.

1) The Vulnerability to Say "I Don't Know"

In many workplaces, there’s a pressure to have all the answers. But in CX and process improvement, the reality is that no one has all them, not at first, anyway. The best professionals are those who are comfortable admitting when they don’t know something and are willing to explore and learn.

Being able to say “I don’t know” is not a sign of weakness; I truly believe it’s a superpower. It creates an environment where teams feel safe to challenge assumptions, test ideas and discover better solutions. It also helps build credibility. Customers, colleagues and stakeholders are far more likely to trust someone who admits gaps in their knowledge but is committed to finding the answer, rather than someone who pretends to know everything.

Moreover, working in CX means being comfortable with the uncomfortable. Customer behaviour can be unpredictable. Organisational processes are often tangled and messy. Regulatory changes can throw plans off course. Instead of shying away from ambiguity, the best CX professionals lean into it. They embrace uncertainty, ask the right questions and collaborate to find better ways forward.

2) The Curiosity to Ask "Why?" (And Then Ask It Again!)

Curiosity is the engine that drives improvement. Whether working to understand customer pain points or untangling a frustrating process, asking “Why?”,? and then asking it again, is essential.

A single “why” often doesn’t reveal the full picture. A process might be slow, but why is it slow? Because of a bottleneck? Why does that bottleneck exist? Because of a legacy system? Why is that system still in use? Because it aligns with past business decisions? Could those requirements be re-evaluated?

This kind of relentless questioning helps uncover the root causes of problems, rather than just addressing surface-level symptoms. It also fosters deeper understanding. Customers don’t always behave in ways that make sense at first glance, but by continuously asking why, we can uncover the motivations, barriers and emotions driving their choices.

Great CX and process improvement professionals don’t accept things at face value. They challenge, explore, and interrogate; always seeking to understand the bigger picture.

3) The Ability to Simplify Complexity

CX and process improvement are often about translating complexity into something actionable. Organisations are complex. Customers’ lives are complex. Regulations, technology, internal structures are all complex. The best professionals cut through this noise and make things clearer for everyone.

This isn’t just about simplifying a process, it’s about storytelling. Whether presenting to senior leaders, training frontline teams or communicating with customers, the ability to take complex information and make it relatable is invaluable.

For example, let’s say you’ve identified a process improvement that will save customers time and reduce business costs. You could present this with a detailed process map and efficiency metrics, or you could tell a simple story:

“Imagine you’re a customer trying to change your mobile phone contract. Today, you have to call customer service, wait on hold, verify your identity multiple times and go through a lengthy process just to make a simple adjustment. We’ve introduced a self-service option via an app, allowing customers to make changes instantly with just a few taps. No waiting, no repeating information, no hassle.”

Which explanation is more powerful? The ability to connect people with the why behind a change whether they’re a colleague, an executive, or a customer is what turns ideas into action.

Final Thoughts

Customer Experience and Process Improvement are about more than methods and frameworks. They are about people; customers, colleagues, and stakeholders. We help them navigate challenges, solve problems and create better experiences.

The vulnerability to say “I don’t know”, the curiosity to ask “why?” and the ability to simplify the complex are the skills that make this work possible. They allow us to be open to new insights, challenge assumptions, and connect meaningfully with those we seek to serve.

So next time you find yourself facing a complex challenge, embrace the unknown, keep asking questions and tell a story that makes the path forward clear. Mastering these skills will not only enhance your impact in CX and process improvement, but also equip you to inspire, influence, and drive meaningful change in any leadership role.