Panel discussion: Closing the customer experience performance gap
summary
Research with HBR and ThoughtWorks finds 75% vs 15% — most execs prioritise CX but few have holistic end-to-end strategies. Teams deploy chatbots plus ML: a balancing ML email model increases claims for a tradie marketplace and a summarizer that boosts match rates. Organisations assemble customer committees, product showcases, segmented OKRs and a chief customer role, merge apps for one UX, and cut exploratory work to focus on smaller, fast-delivered value.
AI-written summary · about
chapters (12)
- 0:00CX performance gap panel
- 1:04CX challenges and strategies
- 6:25North Star for holistic CX
- 10:56Accountability in CX governance
- 15:53Breaking CX silos
- 20:47Cuts to design and research
- 26:28Q&A on marketplace balancing
- 29:37AI and automation in CX
- 33:53Design’s strategic role
- 37:44Key CX focus areas
- 40:14Innovating beyond needs
- 44:03Closing remarks
related talks
23mCustomer experience: A SaaS company's most important battleground
12mCustomer Experience: Friend or Foe?
50mOvercoming the CX Ex Blind Spot
39mThe Experience-Centric Organization
19mDesigning the Spaces in Between
45mTales Of Developing A UX ROI In Enterprise-Land
28mCrafting Hyper-Relevant User Experiences
32mDeveloping Design KPIs for an Omnichannel Experience Strategy