Episode 41 – Changes to Make and Changes You’ll See in Customer Experience


You can’t be afraid of change in Customer Experience. Change is a prerequisite.

This episode discusses the changes you need to make in Mindset, Metrics, Journey Maps, Hiring Decisions, and Operational Decisions.

Within each category, you’ll hear about the change you need to make and the benefit you’ll see.

The most important change is adopting the mindset of an Outside In approach. Gone are the days that you can simply run your business the way you and your departments want to. The customer needs to be at the core of all decisions and operations for your Customer Experience efforts to pay off.

What changes have you had the most results with and which have given you the hardest time in your CX transformation?

Please share your thoughts and opinions here...