• Ivaylo Yorgov

Snippets: the top priorities of CX leaders


More and more companies realize there is one thing that will make or break their business: do customers think the company delivered what it was hired to do - did it get the job done.


CX Intelligence plays a vital role in this process of meeting customer expectations and there are many challenges for CX leaders to solve. But we need to be very clear on one point: the quantity of the data is not one of them. Every company owns enough data to generate tons of meaningful CX improvement initiatives.


So what makes this difficult? A recent study by Qualtrics had a look at this question. What I find most insightful is that what's a major challenge for CX leaders is data sitting in siloes.


Imagine the frustration. You know what you want to do. You know how to do it. You know it's going to have an impact. You know the data is there. Yet, for some semi-sensible (at best) reason you don't have access to it. This needs to stop, for ultimately it impacts negatively your customers, and consequently your business.


The other major challenge, which I think is here to stay, is making more sense of the data we have. Coefficients don't mean a thing. Numbers don't change minds. We are, I believe, all guilty of not being good enough in translating what we learn from the figures to actions. We've got a long way to go and we need to start moving.


Have a look at the full study below or here.


My best wishes for a great day ahead!



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