As part of SmarterCX’s “Advice for Future CX Leaders” series, we spoke with Michael Krigsman, Industry Analyst, CXO Talk, and asked his thoughts on what it takes to be successful in customer experience today.
Watch our interview with Michael and read the transcript below.
Tip #1: Know the business
If you want to pursue a career in CX, be aware that today there are at least three important dimensions that you need to consider. Number one, you need to have an understanding of the business. For example: what is the business? What is our business strategy? How do we develop our product and what is the relationship between marketing and product development, things like that? You really, really have to understand the business.
Tip #2: Know the customer
Number two, you have to understand the customer. And today, understanding the customer means understanding and knowing how to get data. So, the data is kind of this two-dimensional representation. It’s a schematic of customer based on their behavior. We need to be able to translate that two-dimensional schematic into a three-dimensional understanding of the customer. The customer is not data. The customer is a real person. So it’s about applying empathy to those data points, then understanding the customer and doing that well.
Tip #3: Know the technology
Point number three is the technology, because it’s the technology that allows us to collect data, that allows us to understand the customer, and allows us to then act based on that data. Customer experience today is quite difficult. It’s quite sophisticated. And to do it well requires more than just knowing how to operate MarTech, or marketing technology software.
That’s my advice if you want to be a customer experience professional today.
Copyright 2018 Oracle.
Transcript may be edited for readability.