Case Study

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 2nd, 2018
With contributors:
Sam Karpinski , Harley Manning , Shayna Neuburg

Summary

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. This report outlines 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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.