Entries by Jim Tincher

The “Why” Behind CX Pros’ Failure to Prove Business Results

A while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year. When CustomerThink reposted my thoughts on this, it generated a great conversation, with Sampson Lee, Shep Hyken, Lynn Hunsaker, Harley Manning, Bob Thompson, and others weighing in in the comments section.   One issue that came up repeatedly was why CX Pros don’t tie into business results. Here’s my take in a nutshell (see the […]

Why 1 in 4 of You Will Lose Your Job in 2020

Your CFO doesn’t care about your customer experience (CX) surveys. She cares about the health of your business, and it’s unlikely she sees a direct link between your survey scores and the measurements she follows. Meanwhile, your CEO is focused on your customers, but that doesn’t mean he cares about your surveys, either. As one […]