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Two-thirds of CX Initiatives Fail. How Can We Fix This?

By Erica Marois | Date Published: June 11, 2019 - Last Updated September 08, 2020 | Comments

Gartner predicted that by 2020, customer experience would be the number one competitive differentiator for businesses. If that's the case, it seems like we have some work to do! We're nearing the halfway mark of 2019 and two-thirds of Customer Experience (CX) initiatives still fail. What's the solution? Last Friday I had the privilege of hosting a live discussion with Nate Brown, Co-Founder of CX Accelerator. Watch this interview for his take on why so many CX projects fail, his advice on turning things around, and his thoughts on the future of the industry.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics: Customer Experience

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