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For Customer Experience Professionals

Case Study: How Emirates NBD Made Every Day CX Day

Your Blueprint For Turning The Annual CX Day Celebration Into A Culture Change Catalyst

October 2, 2018

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Why Read This Report

At its best, CX Day is a celebration of both a firm's customers and its commitment to serving them. But CX Day is just one day. The real challenge is transforming that day's excitement and activities into an ongoing culture change program. That's what Emirates NBD accomplished, starting with a month of CX Day-type activities and then transforming several of those programs into ongoing culture change initiatives. The bank's customer service month offers a blueprint to customer experience (CX) professionals at other firms that want to ensure their CX Day celebrations last year-round.

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Table of Contents

  • CX Day Can Be A Catalyst For Change
  • Emirates NBD Expanded CX Day To A Month And Then Year-Round
  • Recommendations

  • Key CX Day Lessons To Apply From Emirates NBD
  • Supplemental Material
  • Related Research Documents