The Mistakes CX Professionals Make
- CX Accelerator
- Apr 10
- 2 min read
The dialog inside of CX Accelerator is generally very optimistic and encouraging, but recently we dove deeply into a slightly darker topic: the mistakes that CX professionals often make. While framed in a bit of a negative lens, the conversation proved to be remarkably helpful as we think about how we can be our very best in this work!
The most resounding response has to do with how we as CX professionals MEASURE our impact. This is an area the CX world seems to really struggle with, but there is great advice in the comments from these thought leaders:
Jeremy Hyde seemed to capture the sentiment of many, with this mic-drop quote:
Others felt that the biggest mistake CX professionals make has more to do with process:
There is a lot to think about here for any CX pro looking to avoid common pitfalls. I believe Erica's advice is the right place to start, if you want to have an experience worth measuring down the road. Earn allies when it comes elevating the experience the business is able to consistency create...as a unified outcome. Connecting the dots between the reality of the customer and the place where "business operations are completed" as Van Bevins describes. Next, heading the wisdom of Jeremy Hyde to transcend the "warm fuzzy" and demonstrating the true value of exceptional experiences to the organization.
No one said it was easy, but great Customer Experience is still the number one way to earn market share and grow the business! Thanks to all these wonderful CX Accelerator members for sharing your insights with us. ❤️
Nate Brown and the CX Accelerator team
This article highlights some common yet overlooked mistakes CX professionals make. I particularly found it useful to think about these challenges through the lens of Gibbs Cycle of Reflection, which encourages continuous learning and improvement. Reflecting on past customer interactions can help teams identify gaps, adapt strategies, and ultimately deliver more meaningful customer experiences.
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