5 Habits of Highly Effective CX Leaders

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In today’s competitive market, quality customer service is not just an act—it's a consistent habit.

With more than half of surveyed companies* prioritizing Customer Experience (CX) at the board level, CX leaders need to adopt habits that drive customer satisfaction and loyalty.

CX leaders that embrace CX-fluency, that is the streamlining of a company's tools and processes for CX improvement purposes, retain 81% of their customers, as opposed to the 63% retained by companies that don't.**

Here are five habits effective CX-fluid contact center leaders can cultivate towards fostering quality customer engagement:

Habit #1: Harbor a Customer-Centric Mindset

Customers are the lifeblood of any company, so prioritize their needs and show them you're working toward meeting their expectations. Here’s how:

Habit #2: Prioritize Data-Driven Decision Making & Embrace Modern Technology

To avoid operating in the dark, leverage data and the latest technologies to drive decisions, ensuring each customer feels valued and recognized.

Here’s how:

Habit #3: Foster Cross-Departmental Collaboration for a Unified Focus

Collaboration with other departments and stakeholders is vital.

Here’s how to do it:

Habit #4: Prioritize Employee Engagement for Optimal Service Delivery

Head counts and budgets for customer service staff are increasing by up to 50% at most companies surveyed*, and CX leaders must recognize the importance of engaged and empowered employees in delivering exceptional customer experiences.

Here’s how:

Habit #5: Embrace the Journey of Continuous Improvement

To deliver outstanding customer service, CX leaders stay committed to the path of continuous improvement.

Here’s how:

The Future of CX Leadership

Contact centers are almost always a customer's first point of communication when reaching out to a company.

How long they continue to do business with you can be decided entirely by their experience when they access your contact center—31% of customers stopped using a company after a negative interaction in the past year.***

By instilling these five habits, CX leaders can drive positive change, align the organization with customer-centric goals, and ensure exceptional experiences. In doing so, they don't just retain customers but also uphold the age-old wisdom of quality as a consistent habit.