Wednesday, May 4, 2022 - 11:00 - 12:00

What’s gone wrong with the CX world - and how can it be fixed?

Episode summary
loading icon

Checking Access...

Should only take a second or two

Need any help? Please let us know

What’s gone wrong with the CX world - and how can it be fixed?

You'll hear from:


As customer experience management has become increasingly mainstream, there has been a dramatic increase in the number of accreditations, certifications, award ceremonies, and CX influencer rankings. While some view this as a chance for the industry to mature and celebrate its achievements, others are concerned that these are the hallmarks of an industry that is being pillaged by unscrupulous organisations keen to make a quick buck - something that will ultimately harm the development of the CX discipline.


Graham Hill of Optima Partners, and customer service experience expert Alex Mead share their concerns and explain how customer experience management can course correct to save its soul.

Related episodes

NPS 3.0 and winning on purpose

5 things that annoy customers (& how to fix them)

Best practice for supporting vulnerable customers

How to make sense of CX technology

Customer insight & understanding the new customer

The role of customer success in CX

How have CX leaders adapted to COVID-19?

How do we ensure CX is inclusive?