Customer Experience Firestarter: A Practical Guide to Igniting & Managing Customer-Centric Change
It is very often the case that a customer satisfaction management and a push to become more customer-centric come top down. Senior leadership is sincerely convinced in the benefits of customer experience and insights as a strategic advantage, but during the adoption phase the program is frequently challenged by executives in different roles and functions across the organisation. Yet, if you need anybody’s buy-in, it’s the active approval and engagement…