CX Professionals know that well-developed customer experience can have a positive impact on the business as a whole. Forrester writes how CX can increase profits and revenue. However, a lot depends on the level of CX and how CX strategy is implemented in the company.
If higher revenue is the goal of CX, the organization needs CX expertise and knowledge. In addition to management, employees must also have proper skills and understanding of customer experience. Only then, can CX be improved and defined goals be achieved? Forbes lists some actions that can help to achieve customer experience goals. They mention that the current CX baseline is no longer enough. They say organizations should engage employees and aim for better experiences. Forbes believes that educating employees in an organization is crucial. They suggest various online courses, certifications and educational conferences to improve CX expertise.
Of course, there is the option of asking for help from CX professionals outside the company. However, the motivation needed for continuous customer experience improvement should come from inside the organization. With CX professional expertise, especially at the beginning of the project, it is difficult to guarantee sustained development if employees do not have the skills to adapt to new changes and processes. Forrester says that even some CX professionals are not able to ensure positive ROI and show the value of CX.
CX excellence can be developed by customer experience related training. This will help the long-term growth of the company. CX Academy’s customer experience courses help to achieve CX expertise and business goals. On top of this, the offered CX Certification provides acknowledgment of CX skills and expertise.
Take a closer look how you can become a Certified CX professional HERE!
Jaakko is an award-winning CX professional and entrepreneur at Feedbackly, founder and community professional at the biggest entrepreneurial digital community in Finland – Yrittäjä.io. He is a notorious keynote speaker from entrepreneurial stories to day to day human communications and customer experiences.