Navigating The 2023 Downturn: Customer Experience Leaders

January 26th, 2023

Rick Parrish Vice President, Research Director

Judy Weader Principal Analyst

With contributors:

Keith Johnston , Angelina Gennis , Christina McAllister , David Truog , Daniel Portillo , Shayna Neuburg

Summary

Customer experience (CX) leaders have an opportunity to help boost their organization’s resilience during this bout of economic turbulence and prepare for future growth. Those who can prove the ROI of their work are most likely to succeed. However, any CX leader can rise to the occasion if they differentiate with a bold CX vision and strategy, prioritize CX improvements that lower costs quickly, tighten focus on the emotional aspects of CX, invest in critical accelerant skills, and become the ultimate utility player.

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