How To Keep The Customer Top Of Mind In Times Of Remote Collaboration

Firms that fail to foster a customer-obsessed culture find that employees who don't value great experiences hinder customer experience (CX) transformation, and they provide experiences that don't measure up or that customers find inauthentic. But building a customer-obsessed culture virtually is like flexing a new muscle. There are benefits (access to a broader talent pool) and pitfalls (assuming that leading virtual teams is like leading colocated teams, just with more dependence on communication tools). This report helps CX leaders rethink how to empower, inspire, and enable their teams to keep acting in customer-centric ways while they are working remotely.