Trends Report

Brief: Using Data To Drive Customer-Centric Employee Behavior Change

December 18th, 2015
SS
Samuel Stern
With contributors:
Michael Gazala , William Willsea , Kara Hartig

Summary

Companies that want to create a customer-obsessed culture need to help employees throughout the organization change their behavior. But just like in our personal lives, where adopting a good habit is hard and kicking a bad habit is harder still, workplace behaviors are stubbornly rooted and reinforced by environmental norms. To drive employees' behavior change, customer experience (CX) pros should work with one of a growing number of CX vendors and consultancies that enable the collection, integration, analysis, and reporting of large volumes of data.

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