It can be overwhelming to find relevant, unbiased CX resources to help move your work forward. CXPA is here to help. Our Topic Guides--CXPA members who are Certified Customer Experience Professionals--have curated our most relevant, popular articles, whitepapers, and webinars to bring you the very best information on topics that are critical to your success.
Note that some resources in the links below may be content only available to CXPA members.
CXPA's Guide to Understanding the C-suite's Perspective on Business Goals
We’ve all been there - in a situation where leadership, particularly those in the C-Suite, want to understand how the Customer Experience work we are performing contributes to meeting their business goals. And rightly so! We all want our work to make a difference, be it making improvements to customer experience, increasing the bottom line, or streamlining processes. The C-Suite is no different - they want to ensure their teams contribute so the company performs to its highest potential.
Each individual that makes up the C-Suite looks at their business through a different lens. This team helps the CEO and business operate from a holistic viewpoint as each member of the C-Suite brings their own expertise into play. While they each have their own perspective, what they do have in common is they all want to measure how their teams contribute to goals that ensure strong business performance.
A Chief Customer Officer will be interested in customer satisfaction, customer retention, support call times, first time fixes, and the like. The CFO will be interested in, well, pretty much how everything is contributing to the bottom line. The COO will want to understand a holistic view of how well the company is operating - and will keep a close eye on measurements regarding supply chain, sales, and product development.
Part of our job as Customer Experience (CX) experts is to think from the perspective of each member of the C-Suite. How can we support them in meeting their goals? It may not be immediately obvious that we can have an impact in some areas of the business, but when we dive down into the perspective of each member of the C-Suite, we realize just how important our CX work is to the entire company.