4 Skills and Traits CX Leaders Must have in 2021

The marketing landscape has witnessed unprecedented changes since 2020. As it continues to reshape itself, customer experience (CX) leaders must incorporate certain skills and traits to navigate the challenges and contribute to the overall success of the brands.

Brands across industries have learned the importance of delivering exceptional customer experience, especially since 2020, where much of their business survival was highly dependent on it.

As the marketing environment continues to evolve at an accelerated pace, marketing leaders, specifically CX, must incorporate specific skills and traits that can help them to seamlessly operate in a dynamic environment.

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4 Skills and Traits CX Leaders Must have in 2021

Implementing an outcome-based approach

According to a 2020 survey conducted by TalentLMS in collaboration with Workable and Training Journal, only 35% of brands have some form of formal upskilling programs. The other 65% deliver them on an ad-hoc basis.

CX leaders must upskill themselves, which will enable them to adopt the outcome-based approach. This will allow them to develop customized strategies and programs for supporting the overarching goals of the organization.

Additionally, as the customers’ habits and behavior change due to the adverse effects of the COVID-19 crisis, CX leaders must ensure that teams possess the skills and knowledge to address these changing customer needs.

Aligning CX initiatives with long-term business goals

Tracking a program’s ROI is crucial for securing the next round of funding, but it is something that businesses put further into focus during crisis times. Instead of focusing on the ROI only during difficult times, CX leaders must strive to keep a close eye on it regularly. This will help make a difference and make a strong case for the program’s financial investment impact on the company’s success.

Also, CX leaders must build their initiatives around what their brands aim to accomplish. Additionally, they should be developed on the economic pillars of customer acquisition, cross-selling/upselling, and customer retention for lowering the cost.

Intrigued with a goal

Often customers are not sure and understand what they need. And today, it has only become much more difficult for them to make the right decision.

Hence, CX leaders must ask their teams to gather the necessary information of their customers for determining what they need and how they can help.

By gathering specific information across each touchpoint along the customer journey, CX leaders can identify what their customers feel, which can then help in understanding their issues.

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Learning to break down the complex process

As the customer journey and marketing environment evolves, CX leaders will have to make changes frequently to meet their customers’ demands. However, this results in affecting other parts of the business processes.

Hence, CX leaders must develop an aptitude for understanding complex processes and break them down to make informed decisions.