Today, we would hardly find a company that does not claim to put its customers first. However, in practice we often encounter organizations that lack a structured approach to customer experience. This ranges from regularly collecting user feedback all the way to making decisions based on customer data at the level of company-wide strategy.
The key to aligned effort is to put the customer at the center of every employee’s attention. Some organizations, especially startups, are built on customer needs from the very beginning, while others must go through a transformation process we call customer experience transformation.
There are countless paths to complete CX transformation, and none of them is straightforward. However, a customer-centric mindset can be embedded. It takes hold more quickly and strongly when its cultivation is supported by employees at all levels.
In the CX Transformation Guide, we introduce the individual steps as well as ways to win people within the organization over to your side.
In the Guide you will learn:
- What CX transformation is: There are many types of transformations—how they differ and why CX transformation might be the answer to today’s rapid pace of change.
- How to manage change toward better CX: Four streams of change management and a customer experience maturity scale that enables you to evaluate progress.
- How to start the transformation process: Practical advice on how to launch the right CX initiatives at different starting levels of maturity.
- BONUS: An example roadmap of CX transformation
