Customer experience stepping outside the echo chamber a wake up activity

Stepping outside the echo chamber:

A wake-up call for CX leaders

A prestigious annual list of CX thought leaders was recently published, and surprisingly, I only recognized about 10% of the names – a stark contrast to previous years when I knew most or all of the honorees.

What a wake up call!

I realized how stuck I was in my comfort zone.

I realized how much was going on in my industry without me knowing about it.

I realized I need to get familiar with the work of some of these people and their companies.

While I don’t always love these lists and the (lack of) methodology used to put them together, I realized there is a larger lesson to extract from this experience.

This is actually a huge opportunity (maybe you see it too?).

We constantly feel the threat of survival from competitors and AI, yet we get stuck in our own knowledge echo chambers without even realizing.

Getting to know these new voices isn’t threatening – it’s necessary for survival.

And it’s exciting!

It’s a chance to relearn, study, and refresh my knowledge.

And who knows… Maybe I’ll discover a new concept or approach that completely changes how I view customer experience.

When’s the last time you were in a moment like this?
How are you rediscovering the industry you thought you knew so well?

Source: LinkedIn – Neal Topf