Market update: How much do CX Professionals earn in Australia in 2022?

What skills are needed for CX?

While there are a wide range of hard and soft skills needed for a successful CX career, we’ve rounded up the top five as a starting point. Having these skills at your disposal will give you a competitive edge as you get your CX career rolling. 

• Communication

You will be working with a variety of teammates and stakeholders on any given project, and having the ability to communicate effectively is vital. You’ll need to be able to share your ideas, findings and approaches in an easily understandable way. Remember, the audience you are presenting to or meeting with might not be CX specialists.

• Empathy

All good CX begins with empathy. In order to deliver CX that wows your customer base, it’s necessary first to place yourself in the customer’s shoes. The most effective CX professionals rely on their powers of empathy to understand how customers feel about a brand, their pain points and the kinds of interactions that are most likely to delight them. A CX survey found that 91% of CX practitioners believe empathy is one of their most important professional attributes. 

• Collaboration 

CX touches on just about every facet of a business. As a result, executing a CX strategy will mean working in collaboration with colleagues from various departments. You’ll need to weave together the ideas and outputs of your peers, which means your ability to work cross-functionally is key. In order to rally other departments around your CX vision, it’s also helpful to have strong project management and leadership skills.  

• CX strategy

Many CX roles will require you to define a customer experience strategy, which includes putting actionable plans into place to deliver a positive, meaningful experience across all touchpoints. It’s vital that you’re able to build a strategy that addresses all departments, not just the folks in customer-facing roles. By incorporating feedback and insight across the business, you’ll find it’s easier to align your company with its CX goal – improving all the interactions that customers have with your brand. 

• Customer journey mapping

Customer journey mapping is the process of creating a visual story of your customers’ interactions with your brand. You’ll need to be able to map out the customer’s experience as they progress through all the touchpoints, from initial contact and purchase to the ultimate objective of establishing their long-term loyalty. Customer journey mapping helps you to see your business from the customer’s perspective, so you can create interactions that truly satisfy their needs.