In the market for a new career? Looking to jumpstart your post-graduation job hunt? Try customer experience.
The role of CX has taken off in recent years, both as an impactful business discipline and as a desirable career path that opens doors at some of the world’s biggest companies and most innovative startups.
When I started writing about customer experience more than 13 years ago, it wasn’t even on most companies’ radars. Back then, CX was something companies created by accident. Today, it’s an intentional and strategic part of most companies’ business plans. Working in the space has evolved over the years, but it allows you to be at the forefront of an exciting and innovative industry.
What’s It Like To Work In CX?
Think of customer experience as customer service on steroids. While customer service often reactively helps customers when they have a question or issue, customer experience proactively creates a seamless experience from when a customer first hears about the brand until after they’ve made a purchase.
CX is the problem-solving, service and marketing aspects of customer service paired with the forward-thinking, technology-driven, change-making aspects of the future. The role of the customer experience team varies by company, but it typically involves pieces of marketing, customer service, digital outreach and business strategy.
Customer experience also plays a large role in employee experience. When employees are empowered and engaged at work, they are more likely to naturally provide a great experience for customers. Some organizations combine customer and employee experience into one department, sometimes housed in HR.
Growth of CX Jobs
As CX has become a more valued business discipline, the number of available jobs has also increased. The 2020 LinkedIn Emerging Jobs Report named customer success as one of the top emerging jobs in the U.S.
At the same time, a growing number of companies are adding customer experience executives to the C-Suite, with an increase in CXO (Chief Experience Officer) and CCO (Chief Customer Officer) positions. From 2017 to 2019, the number of companies with a CXO or CCO grew from less than 65% to 90%, showing not only the increased respect and influence of the roles but also the growing opportunities for career growth.
CX is also vital to business growth and gaining more attention every day. In one recent survey, 95% of leading organizations cited CX job roles as important to achieving business growth—the highest of any job role. Clearly, companies need CX employees to improve their companies and set the stage for long-term growth and customer loyalty.
Skills For CX Professionals
Because customer experience is a rapidly evolving field, there isn’t one set path to career success. Just like customers come from all different backgrounds and points of view, so do CX professionals.
A successful customer experience career starts with a strong understanding of customers. CX professionals must have strong customer service skills. Many upper-level CX leaders started their careers in customer service before moving to the strategic experience side.
Strong CX professionals have a solid business understanding, including the roles of each area of a company. They don’t necessarily need a deep understanding of areas like finance or IT but instead require a wide breadth of knowledge of how various parts of a business work together. Cross-departmental experience, such as working with teams across the organization, is vital.
CX professionals are also skilled communicators, both internally with their teams and externally with customers. Many CX executives come from marketing backgrounds and understand how to share powerful messages to build relationships and loyalty. Digital marketing skills are also important. A strong understanding of digital channels, as well as up-to-date knowledge of new and evolving technologies, can give CX employees a leg up and open more doors. The ability to understand and analyze data is also crucial because it helps CX professionals track trends and customer actions.
CX professionals of the future must have a desire to create change. CX is an emerging business discipline and provides opportunities to set the future and chart the path of what customer experience can become. But that newness isn’t without challenges, especially when it comes to securing budget and buy-in for CX initiatives. Professionals need to be change-makers who are dedicated to the cause and are willing to fight through roadblocks to transform their companies into leading customer-centric organizations.
Customer experience has come a long way in the past decade, and it’s just getting started. The field is ripe for career growth and a chance to set the culture and strategy of companies large and small. If you’re on the hunt for a new career, take a look at CX.
Blake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book The Customer Of The Future. Be part of the brand new Customer Experience Community here.
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August 06, 2021 at 01:00AM
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Looking For A New Career? Try CX - Forbes
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