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Are 'people issues' the biggest impediment to CX improvement?


Organisations must tear down the current walls between business and IT if their investments are to truly enhance the customer experience, a new study has warned.

3rd Mar 2020
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Organisations must tear down the current walls between business and IT if their investments are to truly enhance the customer experience (CX), a new study has warned.

At the moment, four out of five of the 5,000 business decision-makers questioned by customer engagement software supplier Pegasystems, believe that ‘people issues’ are preventing the two functions working effectively together in order to implement CX initiatives successfully.

These people issues include a lack of suitable skills, an inappropriate organisational structure to facilitate cooperation, and a lack of a CX champion in the boardroom. 

The research found that only 35% of companies currently have a C-level sponsor to support their CX projects compared with 36% at director level or below. The involvement of board level sponsors is considered vital in helping to break down barriers between IT and the business and to accelerate change by publicly demonstrating the organisation’s commitment to CX.

Other key challenges include failing to invest in the most appropriate channels and relying on outdated approaches to analysing customer information. For example, although 68% of those surveyed said their channel focus was determined by customer needs, 43% cited email and 42% digital adverts as their top two areas for investment next year – even though both are typically associated with falling response rates.

On the other hand, only 28% plan to invest in chatbots and 26% in inbound contact centres, even though such inbound channels tend to be the preferred means of communication for many customers.

Moreover, rather than using customer-centric analytics techniques, such as propensity modelling (37%), customer lifetime value projection (34%) and performance simulation (33%), many companies are still spending too much time undertaking customer journey mapping (27%), micro-segmentation (25%) and A/B testing (19%).

Tom Libretto, Pegaysystems’ chief marketing officer, said that simply implementing new technology and expecting it to be a panacea for all an organisation’s problems did not make sense and that a “more holistic, strategic approach is required” instead.

“Organisations need to look at their customers in a completely new way – as individuals that have unique needs and preferences within a very complex, real-time relationship with every brand they interact with,” he said. “They have to earn the right to that relationship every single day, which requires change at the very top of the business, driven by empowered C-level leaders who are willing to re-architect their core business around the customer.”


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By LinkedIn Group Member
04th Mar 2020 12:51

Comment originally posted in the MyCustomer LinkedIn group by member Angela Hunnicutt:

I think everyone in a company is responsible for customer experience. Customers see the company as a whole, not the many silos that make the company run. Companies need to step out of silos and look at the broad picture from a customer view.

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