Three biggest challenges for CX leaders: Interactive Discussion Group

During our Interactive Discussion Group (IDG) session, “Falling in ❤ with the problem, before you start solving for it”, at Customer Contact Week Australia and New Zealand last week, we asked around 80 CX leaders: “What are the three challenges your team is currently facing from the CXO2 Flywheel?” 

The answers were clear: 

• Manual processes (1 in 4 leaders cited this as one of their top 3!) 

• Limited time to coach

• Access to funding 

• Handoffs & transfers 

• Complaints and more 

These aren’t just data points, they’re leverage points. At CXO2, we know CX transformation starts by identifying friction and mindfully designing out the points of complexity considering culture, customer and capability in equal measure. 

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Originally posted to LinkedIn via CXO2.