The Most Common Reasons Customer Experience Programs Fail

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Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Time passes slowly, data continues to mount, and paralysis sets in. Big, strategic goals evolve into score improvements and incrementalism instead of gleaning useful insights that allow change with confidence.
So where does it all go wrong?
Most CX programs are broken in similar ways:
They are not designed with change or innovation in mind.
They have “soft” metrics rather than real business goals.
They move slowly and without purpose. 
Mistake #1: Forgoing change and innovation
Ask your CX program leader about the purpose of the program. If the answer is something other than, “So we can make intelligent changes that benefit the customer and the business,” you may have a serious issue. CX programs must be about change.
At the most rudimentary level, basic programs track performance over time. Yes, that’s useful, but

Read the full story at the Harvard Business Review.

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