Best Practice Report

Find Your Burning Platform To Catalyze Customer Experience Transformation

Spark CX Urgency And Action With Relevant Messaging

September 5th, 2019
RH
Ryan Hart
With contributors:
Sam Karpinski , Harley Manning , Shayna Neuburg

Summary

Customer experience (CX) professionals put significant effort into developing and selling experience visions and strategies in their organizations. Often, however, their efforts fail to catalyze action. Marshalling colleagues to change the way they think and work to align with a customer-centric vision can prove to be a colossal challenge. The purpose of this report is to examine the utility of a “burning platform” — a narrative of imminent crisis that has the ability to trigger persuasive change in behavior and mindset.

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