Why CX teams and programs fail

Customer Experience is not a new idea. In fact, probably 6 years or so before CX came into the consciousness of business it was being practiced and refined in the Marketing and Advertising space. But CX as a business discipline is relatively new, and many organizations are still struggling on how to leverage it to help achieve or simply just dont understand how it should fit in to their organization.

What are some of the most common reasons CX teams and programs fail?

• A lack of understanding between disciplines, which ones are necessary to achieve and what their roles are: CX, UX, UI and Service Design
• CX Teams and Programs intended to be strategic but only end up focusing on tactical outcomes and metrics.
• The teams and programs are not designed with change, evolution or innovation in mind.
• Teams or Programs move too slowly, unable to define their purpose that aligns to business intent and outcomes.
• Move too slow and without a defined goal or purpose

So let’s not waste time and dig into some of these reasons and talk about how we overcome them…

Reason #1: A lack of understanding between disciplines, which ones are necessary to achieve and what their roles are: CX, UX, UI and Service Design