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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 Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics: Customer Experience

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