Do you feel like you’re not making the progress in your customer experience (CX) transformation efforts that you thought or hoped you would by now?

You started years (not months—it’s a journey) ago, but you don't think your organization has evolved.

What’s the reason for that?

I’ve seen several posts lately about CX being all talk and no action—that it’s a lot of effort to pull off a customer experience transformation (and no doubt, it is!) with little to no return.

Nothing has changed. Lots of effort has been put forth to improve the customer experience, with no apparent improvements. Companies are still treating customers poorly. And customers are still complaining.

In other words, customer experience improvement efforts are failing.

I have a couple of thoughts on what’s causing this. We advocate, as customer experience professionals, getting to the root cause of issues. That’s the only way we can address this issue. So here goes. Here’s where I think the root causes lie.

Executives aren’t aligned

Executives aren’t aligned with the customer experience transformation journey—or amongst themselves, i.e., with each other.

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