Jeff Sheehan, CX Advisor, on changes he sees for Customer Experience in 2021

Jeff Sheehan is an expat in Dublin helping companies operationalize Customer Experience (CX). Jeff has an incredible background working for big tech including NCR Corp and Motorola, including other tech icons; maybe you’ve heard of one them – they’re called Apple.

Jeff and I talk about his five predictions for CX in 2021, including:

1. Buzzwords replaced by operational definitions
2. Transformation is replaced by Evolution
3. CX shifts from being a project to being a proper business function
4. CX strategic plans are aligned to business strategy
5. Companies will define their CX “Why” this year

Jeff is also a founding board member of the European Customer Experience Organization, including being the Ireland Ambassador (now that’s a cool role!).

Finally, we talk a little bit about Jeff’s upcoming book: Customer Experience Management Field Manual – A Practical Guide for Getting the Job Done.

I really enjoyed this conversation because Jeff first takes a common sense approach to CX and then puts a simple business wrapper around it. There are few like Jeff in our discipline, but he delivers an incredibly sensible and refreshing view of the work.