Are you into making customer experience predictions for next year?

Personally, I’m over predictions! Any predictions!

So let’s forget about predictions. They never seem to be right. They never seem to be executed. And they seem to be the same year over year.


I think we’re not getting enough traction yet with more advanced, innovative CX work across the board because there are still so many newbies to this arena to turn those predictions into reality. In other words, the things that are being predicted are too advanced for the most basic, for those who are just getting started, which includes, well, a lot of companies.

I think Seth Godin said it best in his recent post, Surefire Predictions.

Instead of predictions, let’s make some resolutions, instead. Predictions are things you think will happen (sometimes based on past data/performance/trends), but resolutions are different. Resolutions are a decision to do something. And if you write them down and put them out into the universe, you definitely need to be accountable for them.

So, let’s resolve to do something! Let’s resolve to improve the customer experience. What shall we list as our resolutions for 2016?

Will you resolve to do the following?

  • I will solicit executive commitment and buy-in to focus on the employee experience
  • I will solicit executive commitment and buy-in to focus on the customer experience
  • I will clearly define our CX vision and strategy
  • I will ensure we have a governance structure in place
  • I will assess the current state of our culture and employee experience
  • I will assess the current state of our customer experience
  • I will initiate a culture transformation that ensures the employee experience and the customer experience are center to all we do
  • I will take the time to understand the employee experience and the customer experience through customer journey mapping exercises
  • I will understand what customers are trying to achieve and how well we are helping them achieve their desired outcomes
  • I will apply the latest thinking in analytics and storytelling to share feedback to ensure insights are disseminated in way that actions are taken

There are a lot of other resolutions that you could put out there, but this is a huge start. There’s lots to do, and you can’t really get do more until you get these basics down.

Let me know how you make out on these resolutions in 2016! Good luck!

Good resolutions are like babies crying in church. They should be carried out immediately. -Charles M. Sheldon