Author: Kiri Burgess
Kiri Burgess
Senior CX Consultant at MaritzCX. Kiri has 15+ years of experience in consumer research and insights. She is passionate about truly putting people at the heart of what we do and the decisions that we make. She works with organisations to listen, learn and act on feedback that drives positive change for customers and employees, delivering healthier financial and business results.
Customer experience (CX) quality languished for the third year in a row, according to Forresters CX index from 2018. With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector. However, this actually makes the case for CX stronger than ever. While Forrester’s index wasn’t all CX roses, the research still proved conclusively that CX quality can affect stock performance and the benefits of CX are “staggering”. So, what could be causing CX programs to stagnate? From where I’m…