The CX Leader Podcast | A resource for customer experience leaders The Results Are In: Findings From the First CX Leader Pulse Study
Jun 25, 2024
Troy Powell, Vice President of Strategy & Analytics at Walker, and Greg Melia, CEO of the CXPA, dive into the groundbreaking findings from the CX Leader Pulse study. They discuss the dynamics of CX leadership, revealing discrepancies in how CX's value is perceived and funded among professionals. The conversation highlights the importance of positioning CX teams strategically within organizations and overcoming common obstacles, such as competing priorities and lack of support. Collaboration and ongoing customer feedback are emphasized as key to enhancing CX strategies.
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CX Program Value Perception
- Two-thirds of CX leaders say their programs are broadly valued within their organizations.
- One-third report a lack of perceived value, highlighting a significant challenge.
Continued CX Investment
- Despite some industry speculation about decreased CX investment, the study found continued or increased investment.
- 94% of respondents predict stable or growing CX budgets in the next year, contradicting the pullback narrative.
Establish a CX Steering Team
- Implement a formal cross-functional steering team to significantly boost the perceived value of CX.
- Organizations with such teams report much higher CX value perception compared to those without.