Why Most Customer Experience Strategies Fail (And What to Do Instead)
About this episode
This episode discusses the challenges organizations face in implementing effective customer experience strategies and offers insights on how to achieve meaningful impact.
Customer experience is one of the most talked-about areas in modern business, but despite the buzz, many organisations still struggle to translate it into meaningful, measurable impact. In this episode of Stopgap Talks , host John Hunt is joined by Charlie Sim, Partner at The Foundation , for a practical and thought-provoking conversation on what good customer experience actually looks like - and why so many businesses get it wrong. Drawing on his experience helping organisations become truly customer-led, Charlie shares how companies can move beyond surface-level CX initiatives and embed customer thinking into the way their business operates, from strategy and structure through to day-to-day decision-making. Together, John and Charlie explore the realities behind “customer-led growth”, unpacking the common mistakes organisations make, how different business models shape CX thinking, and where responsibility for customer experience should really sit. In this episode, we discuss: What “customer-led growth” means in practice, and how it drives better business outcomes The most common mistakes organisations make when trying to improve customer experience Why CX often fails to move…
People in this episode
Host: John Hunt
Guest: Charlie Sim
Topics covered
- customer experience
- customer-led growth
- business strategy
- CX initiatives
- operating models
- cross-functional efforts
Mentioned in this episode
Organizations: The Foundation
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