5 Things CX Leaders Think But Rarely Say
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5 Things CX Leaders Think But Rarely Say
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What do CX leaders think about customer experience when the boardroom door is closed?
NPS is going up, but are customers actually any happier? You’ve invested heavily in AI but is it improving the customer experience – or making some journeys harder?
In this episode of The Reality of Business, Bob and Jeremy discuss five things CX leaders may be thinking but rarely say out loud, and why some of these frustrations are becoming harder to ignore.
They explore the pressure to deliver better customer experiences while dealing with board expectations, AI investment, old processes, internal politics and tighter budgets.
They also look at what CX leaders can do about it, including how to make a stronger commercial case for customer experience, why change needs to reach far beyond the CX team, and the increasingly important questions of where AI should end and human conversations should begin.
If you work in customer experience, contact centres, operations or customer service, there may be a few familiar frustrations in this one.
To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.