Tune Your Customer-Centricity Machine

With every new hire, a company has the chance to enhance or undercut its experience delivery. That's why customer experience (CX) professionals should make the prioritization of customer obsession in the hiring process an integral component of their CX transformation efforts. This report details how CX pros should work with their colleagues across the organization, particularly in human resources (HR), to focus on customer-centric hiring, make their screening and selection processes sustainable, and continuously hone their customer-centric hiring criteria to improve the quality of new hires. This report also discusses how data-driven customer-centric hiring will change how companies hire, reward, and terminate employees.