Featuring:

Angelina Gennis, Senior Analyst

Show Notes:

Culture change is necessary for an organization to be more customer obsessed and deliver better customer experiences. That culture change requires specifying the customer-focused behaviors that lead to customer loyalty. CX Cast co-host Angelina describes the process to determine and assess your organization’s ideal behaviors and drive adoption of targeted behavior change to align with customer and business priorities. We discuss: 

  • What problems arise when organizations aren’t aligned on customer-focused behaviors? What does misalignment look like? 
  • How do you determine the behaviors that are right for a specific organization? 
  • How do you build that alignment?  What’s the leader’s role in all of this? 
  • Is there business value in this? How do you prioritize this culture work when there are so many important CX initiatives on the roadmap? 

To learn more, see the Forrester report, Behaviors: The Building Blocks Of Customer-Focused Culture