It’s always nice as the year draws to a close to think about what is changing in CX as we move from year to year.
In 2019 CX (and EX which is encompassed by the fast emerging AX = Audience Experience term) has continued to rise in importance as a key business outcome impacting discipline.
And more and more companies have recognized that actually succeeding at this is truly transformational, cross silo and therefore complicated execution challenge.
One clear indicator of this is the number of CX Program Manager or CX Transformation Program Manager positions that are starting to appear.
A CX Transformation Program Office (CXT-PMO) that coordinates across channel teams including Digital, Contact Center and Field, functions including Marketing, Sales, Service, Product Development, Data & Analytics, Quality, IT, Finance, HR and Legal and both Internal Resources and Partners.
A CXT-PMO that has the responsibility of ensuring that a Business Benefits Case exists for investment and that the cross functional teams work together to deliver on the Benefits Case and to help the organization realign resources to gain the most significant benefit.
Which takes a unique combination of hard to find skills such as Program Management and CX and even harder to find together.
As a CX passionate professional who grew up in Project and Program Management this is particularly exciting.
So if you are thinking about your next career change and this sounds exciting or you are looking for people who can do this for you then Contact Us. Maybe we can connect you.
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