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We’ve been talking a lot about the growth of CX inside an organization. Such growth is often driven by changes in technology, but that’s not the only reason CX can evolve.
The American author Gail Sheehy wrote “If we don’t change, we don’t grow. If we don’t grow, we aren’t really living.” That sums up the business world as well: we can either change and move forward, or we can stay stationary and eventually get left behind.
As we’ll explore in an upcoming blog post, there are three reasons why businesses have to change: technology, customers, and the business’ own growth. But this raises another question:
How do we know when it’s time to change?
This month’s Bite-Size CX section discusses some indications that it’s time for your CX program to evolve to the next level.
Broadly speaking, all of our clients come to us with the same problem: something in their organization isn’t working. Maybe it was working, but then it trailed off. Or maybe there’s been a shift in their industry and their current processes can’t keep up. Or maybe there’s a new demand they need to accommodate. Whatever the exact cause, something, at some level, isn’t working right.
That means it’s time to change.
It’s often said that we change when it’s too painful, expensive, or inconvenient to keep doing things the same way. At CX by Design, we think it’s better to change before it hurts. Embrace the CX growth process – learning and growing are what keep us alive.
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