Many CEOs, in fact, all C-level executives, talk about CX, but only some really know what it means. Most believe it is just another department that creates a strategy to support the business, not that it is a business philosophy.
As CX professionals, we have not done enough to win over Wall Street, Board of Directors, and C-suite executives to mandate and implement customer experience management as a business philosophy to drive growth.
Because we have failed to truly win over business leaders, the US Government has introduced the “Time is Money” initiative. The initiative will set new regulations and mandate organizations to improve aspects of their service delivery.
The Time Is Money initiative has numerous targets as outlined 𝗶𝗻 𝗨𝗦 𝗚𝗼𝘃𝗲𝗿𝗻𝗺𝗲𝗻𝘁 𝗠𝗼𝘃𝗲𝘀 𝘁𝗼 𝗘𝗻𝗵𝗮𝗻𝗰𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗮𝗻𝗱 𝗕𝘂𝗶𝗹𝗱 𝗧𝗿𝘂𝘀𝘁 by Leila Hawkins:
• The Federal Trade Commission aims to make a rule that “would require companies to make it as easy to cancel a subscription or service as it was to sign up for one.”
• The Department of Transportation has issued a new automatic cash refunds rule that “requires airlines to pay you back the airfare when your flight is canceled or significantly changed for any reason, and you are not offered, or choose not to accept, alternatives such as rebooking.”
• The Consumer Financial Protection Bureau (CFPB) wants to make a rule “that would require companies under its jurisdiction to let customers talk to a human by pressing a single button.”
𝗜𝗳 𝘁𝗵𝗶𝘀 𝗱𝗼𝗲𝘀𝗻’𝘁 𝗶𝗻𝗱𝗶𝗰𝗮𝘁𝗲 𝘁𝗵𝗲 𝗹𝗮𝗰𝗸 𝗼𝗳 𝗶𝗺𝗽𝗮𝗰𝘁, 𝘄𝗲, 𝗮𝘀 𝗖𝗫 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹𝘀, 𝗵𝗮𝘃𝗲 𝗺𝗮𝗱𝗲 𝘄𝗶𝘁𝗵 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗹𝗲𝗮𝗱𝗲𝗿𝘀, 𝘁𝗵𝗲𝗻 𝗜 𝗱𝗼𝗻’𝘁 𝗸𝗻𝗼𝘄 𝘄𝗵𝗮𝘁 𝗲𝗹𝘀𝗲 𝗻𝗲𝗲𝗱𝘀 𝘁𝗼 𝗵𝗮𝗽𝗽𝗲𝗻 𝗳𝗼𝗿 𝘂𝘀 𝘁𝗼 𝗰𝗵𝗮𝗻𝗴𝗲 𝗰𝗼𝘂𝗿𝘀𝗲 𝗼𝗻𝗰𝗲 𝗮𝗻𝗱 𝗳𝗼𝗿 𝗮𝗹𝗹.
We have been too focused on SHORT-TERM CX strategies to help organizations gain quick wins and reduce costs rather than address CX as the next BHAG to truly drive organizational change and growth.
As CX consultants, one of the most significant values we can provide is holding a mirror up to a company’s leadership and telling them the truth.
As CX professionals, we should have done/do more to drive organizational change.
𝗪𝗵𝗮𝘁 𝗮𝗿𝗲 𝘆𝗼𝘂𝗿 𝘁𝗵𝗼𝘂𝗴𝗵𝘁𝘀?
