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Are you eyeing up a career in CX and keen to find out what’s going on in today’s industry? We’ve put together this market update to bring you all the latest CX statistics and insights.
Customer Experience (CX) refers to how a business engages with its customers at every point of the customer journey, from the first marketing email to customer service and everything that falls in between. In short, CX is the sum total of all the interactions a customer has with your brand.
Customer Experience is not just a set of actions. It also focuses on your customers’ feelings. At every customer touchpoint, the decisions you make will influence the emotional responses customers have to your brand and, as a result, how successful your business will be.
Forbes reports that 87% of business leaders consider CX to be their biggest driver of growth. It’s no surprise demand for qualified CX professionals is at an all time high, which is reflected in the earning potential for skilled professionals.
Entry-level positions in CX start out at an average salary of $66,500, but there are junior positions offering far more. Industry conditions and the strength of your portfolio will impact your starting income.
Once you get some runs on the board, you can expect a mid-level income in the vicinity of $90,500.
According to the latest stats from Talent.com, a senior-level CX professional in Australia can expect to command $144,500.
Are you keen to find a role that allows you to work on your own terms? Luckily, you can venture into the world of contract work as a CX professional and work on the projects of your choosing, wherever and whenever you want.
Keep in mind that having in-house experience is vital before you embark on a freelance career. This means you’ll have a stronger portfolio of work, greater professional experience and also a network of contacts from your previous places of employment, all of which will positively impact your ability to find clients.
As with many contractors, the rates you charge will vary depending on your level of experience, certifications and skill-set.
Day rates can range anywhere from $400AUD to $1000AUD+ and will be determined by the industry, complexity of the project and the skills needed for the job.
Remember that as part of becoming a freelancer, you’ll need to cover all of the expenses a salary would usually incorporate, including superannuation, sick leave, annual leave and learning and development costs. These costs all need to be factored in when you’re deciding on your rates. A freelancer rate calculator can be useful when setting your prices, as can finding out what your peers are charging in the same field.
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.
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.
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.
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.
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 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.
Before launching a career in the competitive world of CX, it’s useful to undergo formal training that sets you apart from the crowd. Academy Xi Customer Experience: Elevate courses enable you to upskill, secure a promotion or take on more exciting responsibilities in your current role, with:
Our hands-on courses offer you the chance to: