Executing A Successful CX ProgramEnjoying the Ride
The last step in building a CX program isn’t mandatory, but it makes the work that much more enjoyable. CX is a new focus for most companies which means you may encounter a lot of unknowns. Embrace the unknown and enjoy the fact that you are in an uncharted field that requires you to blaze your own trail.
CX is challenging - it's new and there is little guidance on how to do it correctly. Don’t believe everything you read, every business is unique with unique customers. You may even disagree with this guide, and that is okay! Trust your expertise on your business and your customers, but always be open to learning more. The worst thing you can do in a new field is to be closed minded.
You will be driving great changes to the customer experience, and in turn, the company you work for. The accolades will come, but if you are working on CX solely for the recognition you won’t find much fulfillment in the work. Focus on your customers and how you are making their experiences more enjoyable and effortless. Remember, this work is for the betterment of your customers, not yourself!
As you make progress with your program, be sure to share your findings and strategies with other like-minded CX experts. There are many other CX pundits who are also navigating these new, complex territories and finding success - it's important to discuss how their programs operate today and their plans for the future. You may gain some insight that's applicable to your specific business and CX program! Good luck!