How Many Customer Experience Professionals Will Survive 2017?
Customer Experience is a risky profession. Here's what Customer Experience Practitioners can do to increase life expectancy.
Jan 31, 2017, 18:45 ET
NEW YORK, Jan. 31, 2017 /PRNewswire/ -- Customer Experience (CX) specialist, and TribeCX CEO David Hicks, recently noted that the statistics in an infographic about survival rates in airplane crashes were almost identical to the rate of job retention for CX practitioners.
Two trends were found to be particularly similar: of the CX practitioners who said their focus was to encourage their companies to make large investments in CX, only 51% had survived in their role beyond year-2. Of those who described their focus as building proof-points to establish the benefits from CX, 72% survived in their role beyond year-2.
Hicks, who is the CEO of TribeCX, admits that the survival rates for CX practitioners are worryingly low and says that this evidence suggests the best strategy for success in a CX role is to remain practically focused on building the evidence that CX is making a difference to the business, rather than large investments in CX. This focus has been found to correlate with the amount of time a CX practitioner and also the business's appetite for a customer agenda will survive.
But this appears to be more than just numbers. In Q4 2016, Hicks says he received an average of two emails a week from people who had been let go from their CX roles and were "now in transition". What he finds striking is the similarity of reasons for their departure: "the company ran out of patience", "the NPS numbers were not improving", "the company had to cut costs and CX was an easy target".
Hicks believes that it doesn't need to be like this and that CX is now a well-travelled path with proven strategies to improve the likelihood of success. In other words, practitioners can learn from the mistakes of others.
This, he says, is the key reason a group of senior CX practitioners started TribeCX, with the goal of providing a trusted environment where practitioners can share what works (and what doesn't). The company's CX capability assessment provides a clear benchmark of where a company's CX program stands in comparison to others in the market. The founders of the company have visited 17 countries and had CX practitioners contribute to the global CX benchmark.
TribeCX holds monthly practitioner calls to enable CX practitioners to learn from the mistakes of some of the world's most experienced CX leaders. But perhaps most compelling is the offering of a set of practical, step by step toolkits to help practitioners expedite early-wins and build proof-points within their CX programs. TribeCX also provides unprecedented access to renowned CX experts or "Tribal Elders" and providing 1:1 remote coaching, tailored to specific individual and business needs and capabilities. A platform that is clearly built by practitioners, for practitioners.
Hicks encourages interested parties to take the first step and schedule a "virtual coffee" with one of the TribeCX team of global CX experts, to build a "do now, do next, do later" roadmap to validate and drive CX plans in 2017.
Annual subscribers signing up to TribeCX in January receive a month for free. And as insurance, if a practitioner finds themselves let go from their CX role this year, TribeCX will give a personal free subscription to their platform for the year so that they can stay connected with CX best practice and be in the best shape to secure their next CX role.
A valuable safeguard against becoming a statistic in 2017.
Visit TribeCX at www.tribecx.com or email at [email protected].
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SOURCE TribeCX Ltd