How Customer Experience Champions Transform Culture

Changing to a customer-obsessed company requires a cultural transformation. This is no small task. That's because transformation involves changing the beliefs and behavioral norms of everyone in the company. Customer experience (CX) professionals can't do this alone. Customer champions programs offer CX teams extended capacity to replicate skills and tailor messages so that they're relevant to employees at a local level, across geographies. This report is an update to "How Customer Experience Change Agents Transform Culture," originally published on May 31, 2012, and provides customer experience professionals with an overview of the key components of customer champions programs: recruitment, training, and ongoing support.