Your New CX AI Needs New CX PI
Customer Experience Online Training
Multiplying value by walking the talk: CX = EX = $
CX PI is CX practices intelligence, and it makes all the difference in boosting CX AI.
How? AI is only as good as your data collection and customer-centricity.
Biased data, short-sighted policies and processes, and mis-matched internal attitudes rob your CX AI's potential.
Examples of outdated CX PI:
Hundreds of CX PI norms are outdated!
Why? Post-pandemic revenue pressures and vast uncertainty shrink the proper scope of CXM. A large percentage of managers are new to CXM this decade, and inclined to immediately proclaim their "CX expertise". Re-hashing outdated CX PI is mostly what you get from CX conferences, books, and podcasts. "CX" (CS) tech firms advise you in terms of their business model. CX keynoters are more acquainted with Customer Support and Customer Success and Marketing, rather than the examples listed above. After the last global crisis in 2009, companies were already focusing CXM on financial survival rather than customer-centric alignment.
This is why CXM is perpetually immature.
How do I know? My first Voice of Customer Manager job title was in 1991. My first CX conference presentation was in 1992. I started interviewing customers face-to-face for our significant actioning by our product teams, account teams, and strategic planning when I was a college intern in 1988. I led customer alignment strategy company-wide as Head of Corporate Quality & CX for many years. In 2010 I started a global 5-year best practices study of B2B CXM, which I benchmarked to Forrester's B2C CX Index. Nearly every month since 2008 I've challenged myself to discover a new angle on CXM for my CustomerThink articles.
New CX PI is passed along to you in ClearAction Masterminds, Masterclasses, Mentoring, Fireside Chats, C-Suite Guide to Growth=CX=EX, CX ROI Value Dashboards, CX Leadership Value how-to newsletter, and Walk The Talk Forum: Growth=CX=EX.
CX PI is vital to your career growth: if CX AI was all we need, then there's no need for your CX team to exist, right?
An example of the "CXM=CX AI mindset" was Outback Steak's C-Suite: they eliminated their Chief Customer Officer position in 2021, just two years after establishing it. During that tenure, the CCO’s mandate was to build the company’s digital capabilities. After introducing a new ordering system and mobile app, the CCO was given a golden parachute of $1.6M severance pay. The CCO’s digital team became part of the Marketing department, with the CMO taking on the overall customer strategy and the CTO taking on customer experience technology.
Is a mobile app and updated ordering system what customers call a great experience? Aren't customer expectations continually evolving? Why is the CCO role dispensable rather than the CHRO role or CFO role?
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Boost your CX PI to stay relevant, valued, and vital to your company's growth trajectory!
What's coming up?
Masterclasses: Wednesdays 90 minutes starting 15th January for EMEA + Americas. And starting 5th February for Asia + Oceania. And starting Thursdays 23rd January for Africa. Self-paced versions and in-person training are available, too!
Masterminds: you CAN set a movement rolling across your company to remove revenue roadblocks and prevent profit potholes. For CX/EX Directors and VPs, 90-minute interactive Mastermind sessions tailor solutions to your specific circumstances. You'll be amazed at the number of pivotal takeaways you get from any masterclass or mastermind session with Lynn Hunsaker. Starting Thursdays 9th January for EMEA + Americas and 6th February for Asia + Oceania.
New calculation spreadsheets: How to Quantify CX ROI. Discover how to show money, not just scores. Every dashboard has 12 or more equations and pro tips to rise above CX PI norms.