In January 2020, Forrester predicted that the role of the customer experience professional had reached a crossroads, and that as many as one in four CX pros could lose their jobs through the year because they weren’t showing enough business impact.
This was the landscape even before COVID-19, and whilst at the time it seemed like a somewhat sensationalised and provocative outlook, now, as many countries around the globe approach a fourth month in lockdown as a result of the pandemic, it’s beginning to look less extreme than originally assumed.
As key members of the CXPA, trainers, consultants, authors and industry voices, Ian and Jeanne share some valuable advice about how customer experience professionals can prove their worth during this time of uncertainty, whilst Keith Gait gives us the inside track on what the crisis has been like heading up CX within a business heavily affected by it; whilst also recovering from the virus himself.
- The impact the coronavirus crisis has had on many CX leaders. - Whether the role of CX will change as a result of the crisis. - Why CX professionals will need to be more scientific and agile in the future services they provide. - The importance of CX being a vehicle for capturing customers' emotion and sentiment in the future.
On this podcast:
Ian Golding CEO & Founder CX Consultancy
Jeanne Bliss CEO & Founder Customer Bliss
Keith Gait Customer Service Director Stagecoach Bus
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.