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For Customer Experience Professionals

The People Playbook: Coach And Enable To Create Conditions For Success

Leverage Proven Approaches To Maximize Your People Strategy

May 6, 2021

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Why Read This Report

The decision to pursue a strategy of customer obsession begins with senior leadership, but the execution of that strategy involves aligning and changing behaviors across the entire organization. Activate six levers to enable and sustain customer obsession: culture, structure, people, process, technology, and metrics. In this report, we explore the ways your people strategy can either support or impede your goal of transforming into a fully integrated, customer-obsessed organization.

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