In a recent LinkedIn Live event hosted by CXPA, Ryan Driscoll of commonFont, a CX professional services firm that provides technical delivery capabilities and consultative advisory services, joined CXPA’s Gabe Smith, CCXP, for a conversation on how CX pros can reduce stagnation and drive focused innovation in their organizations. Here are a few key takeaways from the conversation:
- CX Pros are Navigating Budgetary Pressures: Ryan highlighted the challenge of demonstrating the value of CX investments amid budget constraints, emphasizing the importance of educating stakeholders about the connection between CX initiatives and organizational objectives: "CX leaders have the difficult job of educating and showing the value of how investments into CX connect to different stakeholders across the business."
- Collaboration is Critical: According to Ryan, developing a collaborative strategic roadmap is essential for preventing CX programs from stagnating: "We need to make sure that we have developed that roadmap and we have a point of view on what that could look like. But it's not developed in a silo, this is a collaborative effort."
- Simplifying Complexity: Addressing complexity in CX programs requires clarity and alignment with organizational goals. Ryan emphasized the importance of asking intentional questions and ensuring initiatives tie back to the overarching CX vision: "Sometimes we just need to slow down, we need to ask really intentional questions to build the business case for what it is that we're looking to achieve."
- Measuring Impact: Ryan stressed the need to tie CX metrics back to financial and operational KPIs to demonstrate value to stakeholders: "For CX metrics to be effective, they need to tie back to business value."
- Continuous Improvement: Ryan emphasized the importance of a structured process for planning, executing, and measuring outcomes to drive continuous improvement: "To drive stakeholder adoption of innovation, CX leaders must articulate clear objectives, measure outcomes effectively, and share success stories internally and externally."
Want to hear more? Watch the full broadcast below.
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