Why Read This
Transforming cultures to be customer-centric is one of the toughest challenges that customer experience professionals face. That's because changing the culture of an organization requires the successful orchestration of multiple initiatives. Companies that want to create and sustain a customer-centric culture should follow a five-step process that starts when they secure executive support. They must then create a team to lead the transformation and create a shared understanding of the intended experience. They'll need to rally support for the transformation with all employees and ultimately embed customer experience principles into the organization.