Customer experience is a growing specialty field. It goes by many names and titles but the disciplines are quite similar. As a member of this growing group of practitioners, I’m fascinated with the backgrounds where my colleagues come from. Many are from market research backgrounds (since getting the customer feedback is where you start a program) but mine is a different path. I come from an improvement background (project management, Lean Six sigma, program development, etc). I believe the heart of a customer experience program is identifying and driving customer fed improvements.
Measure – analyze – act – measure.
I’ve had the pleasure to work in this specialty for ten years now. I continue to be fascinated and challenged. I wonder where this career path will go. I’ve heard some say that it doesn’t have “legs to grow with” as a career path or that it is limited in executive potential but I don’t agree. I believe that the growth of social media highlights the potential need for even more people to participate in this discipline and more companies to adopt it. Customers are demanding to be heard. Customer experience professionals are here to listen and learn, using that customer voice to help companies grow and make customers happier at the same time. What do you think? Where is this field going?
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