The 5 Habits of Highly Successful CX Professionals...Copyright © 2018 Confirmit. All Rights...

The 5 Habits of Highly

Successful CX Professionals

Claire Sporton

SVP, CX InnovationConfirmit

▪ What is a “habit”?

▪ CX habits

▪ Future skill set of CX Pros

ThinkingFast

ThinkingSlow

ThinkingFast

ThinkingSlow45%

The Power of Habit

Charles Duhigg

Video credit: Ephipheo.com

Work Habit

▪ CX habits

Highlights from Research

700+ CX Professionals

30+ Industries

53 Countries

Leaders and Laggards

Future Investment

LeadersSignificant increase in budget in the next 12 months

LaggardsReduction / consistent budget in the next 12 months

31%47%Followers

Future Investment

Leaders

Followers

Laggards

Indicators of Success

Ownership of Goals

Think Innovation

Listen to Many

Set Some Achievable Goals

Link to the broader business

Owned by the Business (Not by You)

Link to the broader business

25%27%

Warning Sign

Are you lost in the weeds?

Focus on Business Metrics

Listen more widelyOne piece of advice

Goals in business terms not CX

Absolute transparency

Have someone accountable

for each stage in the Journey

Ownership of

Think Innovation

Listen to Many

Think Innovation

Is your programme driving real change?

Warning Signs

Change

Negative

Positive

Dawn of Time

Forever & EverTime

Warning Sign

What does your trend line look like?

Building Momentum

Fail FastEnable People to Fail Fast

WillCustomers

Value?

DoCustomers

Value?

Does itWork?

Does itMake

Money?

Measure Action not Metrics

Listen more widelyOne piece of advice

Enable everyone to make a difference

Think small, keep it manageable, but impactful High volume

smaller projects not big bang

Ownership of

Think Innovation

Listen to Many

More Voices = Competitive Advantage

1 or 2 Voices(Customer / Employee)

3 or 4 Voices(adding Supplier / VoCE)

59%41%

Leaders

Laggards

Data Sources You Want More Of

Warning Sign

Decision Maker Meeting Notes

Survey results

behaviours- e.g. Usage

Social media

Voice transcripts

End User Chat Sessions

Formalcomplaints

Revenue Trends

Operationalmetrics

Listen more widely

Digital

Decision Maker Meeting Notes

Survey results

Behaviours- e.g. Usage

Social media

Voice transcripts

End User Chat Sessions

Formalcomplaints

Revenue Trends

Operationalmetrics

Digital

One Source of the Truth

Missing CX Touchpoints

Listen more widelyOne Piece of Advice

Get feedback from non-buying customers

Do NOT focus only on experience

during product / service consumption

Engage with the field organisation, they

know what is needed

▪ CX habits

CX Practitioner skill gaps

Technology

ExecutionMarket

Research

Influencing

Business

DesignThinkerAnalyst

ActivistEvangelist

Entrepreneur

CX Coach

Christmas Reading List?

Your New Year Resolution?

Claire Sporton

claire.sporton@confirmit.com@clairesporton

The 5 Habits of Highly Successful CX Professionals...Copyright © 2018 Confirmit. All Rights...

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