What we heard...

You’ve told us that epic CX requires many things; a customer centric mindset, on-going evaluation, a commitment to continuous improvement. You’re figuring out where Gen AI fits into the mix, and what channels you need to future-proof your business. You know that one-size doesn’t fit all. And like any business challenge, you’ve demonstrated how fixing it needs the right toolset, skillset and mindset.

  • It’s time to wave goodbye to the customer hero narrative

    No more impossible gold standards. Giving agents agency. Using AI to surface info so every agent can help. Taking a story so far approach.

  • Emotional labour – innate skill or hard work?

    Great agents can intuitively empathise with their customers. Others will need to try much harder. But everyone has their limit.

  • Thinking outside in and not inside out

    Everyone has an opinion, and no one is afraid to share. Which means your brand story is mostly written by outsiders, and its central theme is their experience of your business.

  • Frankenstein Estates – the biggest blocker to epic CX?

    Frankenstein estates are running amok behind the scenes in many organisations. Ill-fitting systems tacked together, almost stuttering into life, but never quite getting there. And they’re one of the key blockers to achieving Epic CX.

  • Channels: Sometimes less is more

    It’s clear from our 100 brands that there’s no ‘one size fits all’. But there is likely a minimum viable set of channels for the transition which need to be delivered from a single, coherent, cloud platform.

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Epic CX

How we collated these insights

We asked 100 IT and Customer Experience leaders to give us their insights into what makes epic CX. Through the trusted methodology of sticky notes, we collected them together and curated this CIO guide to epic CX.

Business Size

66% 11% 17% 6%

> 2000

1001 – 2000

501 – 1000

< 500

Industries

18% 23% 28% 31%

Finance and Insurance

Professional Services

Retail

Public Sector

Target Audience

81% 16%

Enterprise

Public Sector

Get the CIO's guide to Epic CX

Epic CX is feeling connected, and it’s all about a journey of two parts. It’s about transitioning from old systems before you can transform into new ones. It’s far from easy, but luckily help is at hand.