What we heard
You’ve told us that epic CX requires many things; a customer centric mindset, on-going evaluation, a commitment to continuous improvement. You’re figuring out where Gen AI fits into the mix, and what channels you need to future-proof your business. You know that one-size doesn’t fit all. And like any business challenge, you’ve demonstrated how fixing it needs the right toolset, skillset and mindset.
It’s time to wave goodbye to the customer hero narrative
No more impossible gold standards. Giving agents agency. Using AI to surface info so every agent can help. Taking a story so far approach.
Emotional labour – innate skill or hard work?
Great agents can intuitively empathise with their customers. Others will need to try much harder. But everyone has their limit.
Thinking outside in and not inside out
Everyone has an opinion, and no one is afraid to share. Which means your brand story is mostly written by outsiders, and its central theme is their experience of your business.
Frankenstein Estates – the biggest blocker to epic CX?
Frankenstein estates are running amok behind the scenes in many organisations. Ill-fitting systems tacked together, almost stuttering into life, but never quite getting there. And they’re one of the key blockers to achieving Epic CX.
Channels: Sometimes less is more
It’s clear from our 100 brands that there’s no ‘one size fits all’. But there is likely a minimum viable set of channels for the transition which need to be delivered from a single, coherent, cloud platform.
How we collated these insights
Over the last 12 months we asked 100 IT and Customer Experience leaders to give us their insights into what makes epic CX. Through the trusted methodology of sticky notes, we collected them together and curated this CIO guide to epic CX.
Epic CX is feeling connected, and it’s all about a journey of two parts. It’s about transitioning from old systems before you can transform into new ones. It’s far from easy, but luckily help is at hand.
