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Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.
The 5 Habits of Highly
Successful CX Professionals
Claire Sporton
SVP, CX InnovationConfirmit
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▪ What is a “habit”?
▪ CX habits
▪ Future skill set of CX Pros
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ThinkingFast
ThinkingSlow
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ThinkingFast
ThinkingSlow45%
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The Power of Habit
Charles Duhigg
Video credit: Ephipheo.com
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Work Habit
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Work Habit
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▪ What is a “habit”?
▪ CX habits
▪ Future skill set of CX Pros
Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential.Copyright © 2018 Confirmit. All Rights Reserved. Confirmit Confidential. | 11
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Highlights from Research
700+ CX Professionals
30+ Industries
53 Countries
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Leaders and Laggards
Future Investment
LeadersSignificant increase in budget in the next 12 months
LaggardsReduction / consistent budget in the next 12 months
22%
31%47%Followers
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Leaders and Laggards
Future Investment
Leaders
Followers
Laggards
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Leaders and Laggards
Indicators of Success
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Ownership of Goals
Think Innovation
Listen to Many
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Set Some Achievable Goals
Link to the broader business
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Owned by the Business (Not by You)
Link to the broader business
57%
25%27%
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Warning Sign
Are you lost in the weeds?
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Focus on Business Metrics
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Listen more widelyOne piece of advice
Goals in business terms not CX
terms
Absolute transparency
Have someone accountable
for each stage in the Journey
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Ownership of
Goals
Think Innovation
Listen to Many
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Think Innovation
Is your programme driving real change?
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Warning Signs
Change
Negative
Positive
Dawn of Time
Forever & EverTime
Warning Sign
What does your trend line look like?
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Building Momentum
Fail FastEnable People to Fail Fast
WillCustomers
Value?
DoCustomers
Value?
Does itWork?
Does itMake
Money?
No
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Measure Action not Metrics
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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
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Ownership of
Goals
Think Innovation
Listen to Many
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More Voices = Competitive Advantage
1 or 2 Voices(Customer / Employee)
3 or 4 Voices(adding Supplier / VoCE)
72%
26%
59%41%
Leaders
Laggards
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Data Sources You Want More Of
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Warning Sign
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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
App
Digital
Decision Maker Meeting Notes
Survey results
Behaviours- e.g. Usage
Social media
Voice transcripts
End User Chat Sessions
Formalcomplaints
Revenue Trends
Operationalmetrics
App
Digital
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One Source of the Truth
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Missing CX Touchpoints
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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
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▪ What is a “habit”?
▪ CX habits
▪ Future skill set of CX Pros
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Today
CX Practitioner skill gaps
Technology
ExecutionMarket
Research
Influencing
Business
DesignThinkerAnalyst
ActivistEvangelist
Entrepreneur
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CX Coach
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Christmas Reading List?
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Your New Year Resolution?
Claire Sporton
[email protected]@clairesporton
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