Let’s now focus on Customer Experience – much more in my space! Many of us have been saying that there are fundamental problems with CX. Experiences are not improving for customers despite a burgeoning CX industry, many more people are becoming ‘expert’ and more money is being spent on ‘solutions’. Some believe that Customer Experience will become CRM Mark 2 – i.e. Being the next big thing, being the target for technology vendors promising the holy grail yet business being disappointed with the results. In theory, an agile approach should be perfect for CX. My fear is that taken literally, it could make matters worse. Many companies have been busy trying to ‘close the loop’, taking feedback from customers about what’s not working and fixing problems. There hasn’t been a focus on innovation and improvements that will really drive the customer experience forward. Agile Customer Experience means more than quick fixes. Doing the quick and easy things to silence those customers who choose to give their feedback or complain, may not have a great impact on or value for the customer, in the long run. If, however, an agile approach to CX is employed to develop and introduce small changes that combined have cumulative big impact for customers, then it could be what is needed. | 
Customer Experience Success 10 Big Ideas
