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Barriers to CX strategy

Today’s CEOs say customer experience is the most effective way to differentiate from the competition. Yet far too many companies do not realize the full impact and potential. Here are three common barriers most likely to stall progress and threaten overall CX strategy.

  1. Authority – In many organizations, CX professionals don’t have direct responsibility for resources. They have to rely on their influence to get attention and then hope for success. This lack of authority extends to people, resources and the budgets necessary to drive customer-focused improvement initiatives.
  2. Access – The customer experience spans many organizational functions, levels and geographies, but too often the CX professional has limited access and exposure to the resources and is ultimately limited by the organizational structure. In attempts to work across silos, some departments may cooperate; others won’t, derailing CX improvements that require collaboration. Similarly, access to data is also a challenge.
  3. Action and Accountability – CX professionals can no longer afford to simply provide recommendations to the business. CX professionals must stay front and center until the experience is improved from the customer perspective. Without CX’s continued involvement, the effect of customer experience efforts is unclear and unsubstantiated, impacting the long-term viability of CX programs.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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