Customer Experience News 162: CX Report on Leaders & Laggards, Government CX Strategy, Experience Design and CX Day 2019

Tempkin Report Rates CX Management (3min)
The State of Customer Experience Management, 2019 CX report, authored by Bruce Tempkin, has identified that only 6% of the 212 companies surveyed globally have achieved top-level CX maturity. Of the remainder, 79% are languishing in early-stage customer experience planning and investment. This article outlines three of the key factors holding organisations back.         
Government Embraces Empathy in CX Strategy (2min)
Forrester analyst Riccardo Pasto, reports on the NSW Government’s ambitious plans for customer experience transformation and outlines the key elements in the Government’s new approach to customer-centric service delivery. Acknowledging the importance of emotion in customer experience, ‘Act with Empathy’ is high on the list of CX principles underpinning the Government’s strategy.  
Bridging the Design Capability Gap (3-4min)
With all that’s been written about customer experience there’s one aspect of CX that doesn’t get much attention and that’s designing for great experiences and customer value. This in-depth piece from Medium (Visual Design) defines what design means in the context of customer experience, assesses the impact of the ‘design capability gap’ and explains how best to avoid it..      
In the News – CX Day On the Way (2-3min)
Only 5 more sleeps ’til CX Day – the global celebration of all things customer experience. Organised by the Customer Experience Professionals Association (CXPA), there’s plenty happening including webinars, panel discussions and events – so click the link to find out what’s on and how to get involved.

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