I've worked in Customer Experience or CX most of my career.
My current job at Cisco is in CX, my first two and a half years at HubSpot were in Customer Success followed by two+ years reporting into Sales and before HubSpot I held several account manager roles in agencies which I'd still count as CX since I was responsible for the success of my client's PR campaigns and social accounts post their purchase of our services.
Has it been easy to work in CX? Not always. And I'll tell you why.
Traditionally, the powerful function of a company has been Sales. Sales has usually had the final decision-making and driven the company forward simply because Sales brings the money which is what execs look at.
But over the last few years, there's been a shift towards the need for a stronger CX focus and organisation and I've seen first-hand how companies are beginning to invest a lot more in CX and listen to what CX has to say.
As HubSpot's flywheel explains, existing customers have become the biggest source of new business and hence growth.
But few companies have transformed their business models and how they operate to reflect this new reality and nurture the customer journey.
