7 skills for CX teams: Mastering the balance of empathy, technology and data

Customer experience (CX) is the defining factor that shapes brand loyalty and long-term success. Building a CX team that balances empathy, data analysis, technical proficiency and a professional approach is crucial for delivering exceptional service.

Exceptional service is a very important attribute in building a successful business today. With customers expecting personalized, efficient and seamless experiences across all channels, CX professionals need a well-rounded set of skills that bridge human insight and cutting-edge technology.

Yet CX Network’s research into the Global State of CX in 2024 found that skills around cutting-edge technology such as artificial intelligence (AI) and machine learning (ML) were prioritized the least and selected by 29 percent of 282 respondents. The most selected skills were product knowledge (59 percent), soft skills including emotional intelligence (EQ), adaptability, empathy and resilience (51 percent) and messaging/ communication skills (50 percent).

As you prepare for 2025, here’s a comprehensive look at seven key skills every successful CX team must possess.

1. Empathy and emotional intelligence

Empathy is the foundation of any strong CX team. Customers want to feel understood, especially when they face challenges.

Empathetic CX agents can better connect with customers, offering personalized solutions that make customers feel valued. For example, Salesforce reports that 89 percent of customers are more likely to make another purchase if they receive empathetic and effective customer service.

I can also share from my own perspective that all purchases come more easily when the agent on the line is supportive. EQ allows CX agents to read emotional cues and adjust their responses to offer genuine support, ultimately building stronger, long-term customer relationships.

2. Effective communication skills

Communication is essential for ensuring clarity, resolution and customer satisfaction. Whether via phone, chat, email or social media, CX professionals must articulate solutions in a clear, friendly and effective manner.

Poor communication leads to customer frustration – about 78 percent of customers have abandoned a purchase due to a bad service experience, according to American Express. Beyond clarity, tone and personalization matter; tailored interactions foster trust and customer loyalty.

3. Data-driven decision making

The ability to analyze data and derive actionable insights is becoming a core skill for CX teams. Today’s customers leave behind a wealth of information about their behaviors, preferences and challenges. CX professionals must use this data to anticipate customer needs and provide personalized experiences.

Gartner predicts that 60 percent of companies will leverage customer journey analytics to improve their CX strategies by 2025, making data literacy an increasingly important skill.

Key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSat) give CX teams a measurable way to track customer loyalty and satisfaction. Monitoring these metrics helps teams make informed decisions about how to improve service delivery.

4. Adaptability and problem-solving

Adaptability is crucial for CX agents, especially in fast-paced environments where customer expectations are constantly changing. As many as 90 percent of customers expect an immediate response to their inquiries, according to Microsoft’s Global State of Customer Service report.

CX professionals need to think on their feet, offering creative solutions that align with both customer needs and business goals. Problem-solving skills also help CX teams de-escalate potentially negative situations and find solutions that exceed customer expectations.

5. Technical proficiency

As technology continues to play a significant role in customer service, CX teams must be proficient with various tools and platforms. AI-powered chatbots, customer relationship management (CRM) systems like Salesforce and Zendesk and omnichannel communication tools are now integral to modern CX operations.

According to McKinsey & Company, organizations that incorporate AI into their CX operations experience a 20 percent boost in efficiency. Technical proficiency enables CX teams to navigate these tools seamlessly, ensuring that they are used to optimize customer interactions and automate routine processes.

6. Customer journey mapping

Understanding and mapping the customer journey allows CX teams to anticipate needs and proactively address pain points. Companies that invest in customer journey optimization see a 200 percent increase in returns on their CX efforts, according to Forrester.

Journey mapping requires CX professionals to think holistically about the entire customer experience, from initial engagement through post-purchase interactions, ensuring that each touchpoint contributes positively to the overall journey.

7. Collaboration and cross-departmental skills

CX doesn’t operate in a vacuum. It’s crucial for CX teams to collaborate effectively with departments like marketing, product development and IT to deliver a consistent and holistic customer experience.

According to PwC, 73 percent of customers consider a good experience a key factor in their loyalty to a brand. For CX teams, this means working closely with other teams to ensure that customer service aligns with the brand’s broader goals and messaging.

The role of technology in CX

While human skills are essential, the role of technology in CX cannot be overstated. AI-driven solutions, omnichannel communication platforms and customer data analytics are revolutionizing how businesses interact with their customers.

Here’s how these technologies are shaping the future of CX:

• AI and automation: AI-powered chatbots can handle routine inquiries 24/7, allowing human agents to focus on more complex issues. Gartner predicts that 40 percent of all customer service interactions will be automated by 2023, highlighting the growing role of AI in CX.
• CRM systems: Tools like HubSpot and Salesforce help centralize customer information, giving CX agents instant access to a customer’s history, preferences and behaviors. This ensures a more personalized and efficient interaction, boosting customer satisfaction.
• Omnichannel communication: Today’s customers expect seamless transitions across communication channels, whether they start a conversation via social media, email or phone.

Conclusion

For CX teams to succeed in today’s market, they must master the balance between empathy, data-driven insights and technical proficiency.

Human skills like communication, adaptability and empathy create personalized, meaningful customer interactions, while technology enables teams to scale these interactions efficiently and effectively. Companies that invest in these key skills, supported by AI and data analytics, will lead the way in delivering superior customer experiences that drive loyalty, growth and long-term success.

As customer expectations continue to evolve, the future belongs to CX teams that can seamlessly integrate the human touch with cutting-edge technology, providing a personalized, efficient and consistent experience at every stage of the customer journey.

Quick links

• 5 skills for the modern CX practitioner and where to learn them
• The CX super skills you and your team need
• The 11 customer service skills you need to succeed in any industry

Special Report: The Global State of CX 2024

Now in its eighth year, this edition of our flagship annual report is also the first in the Global State series to examine the profit and loyalty benefits delivered by disruptor technologies such as generative AI and virtual reality. Download the Global State of CX 2024 now.

Download Now