Corporate culture is a funny thing: firmly entrenched, yet always evolving. Culture can also make or break a CX program, especially a new one. In a perfect world, every company would start right out of the gate with a customer-centric culture. In the real world, this is not the case. But more and more companies are embracing customer experience as a strategy for growth, transformation or even survival. And so, today’s CX leaders are increasingly asked to define, instill and sustain their company’s cultural mind shift to deliberate customer-centricity.
At the CXPA Insight Exchange
, about 40 CX practitioners talked with me about how they’ve tackled this challenge. Here, I’m sharing a synthesis of their best strategies, highlighting three that will boost your odds of success.