Why Most Customer Experience Strategies Fail (And What to Do Instead)

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 beyond presentations and into real behavioural change
• How different operating models (product-led, brand-led, sales-led, etc.) shape the way companies approach CX
• Where customer experience should sit within an organisation, and why it works best as a cross-functional effort
• A real-world example of a CX transformation project, what changed and what made the difference
• Charlie’s career journey into CX, and advice for marketers considering a move into the field
• The key skills and experience needed to build a career in customer experience today

Whether you’re a marketing leader looking to strengthen your organisation’s customer focus, or a professional curious about moving into CX, this episode offers clear, practical insight into one of the most important - and often misunderstood - areas of modern business.

Connect with our speakers:

John Hunt, Senior Consultant, Stopgap Recruitment. Connect on LinkedIn: https://www.linkedin.com/in/john-hunt-2562ab4/

Charlie Sim, Partner, The Foundation. Connect on LinkedIn: https://www.linkedin.com/in/charliesim1/

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