CX on the Rocks

The CX industry has been thrown on its head. From early focus by marketing, to a more operational (and contact center) focus for the last decade or so, CX is at cross-roads. Industry professionals with legacy skills focused on surveys, journey mapping and traditional research are struggling to make the impact they once could. This is leading to CX’ers (and UX, etc.) teams being laid off at an extremely high rate. Even conferences dedicated to CX are struggling to find people with that title anymore in the businesses they are exploring for participation in their events.