As the customer experience profession matures, one thing has become clear: CX professionals cant have a strong impact unless the surrounding culture is supportive. And creating such a culture is difficult.
In a forthcoming study by Walker, CX professionals listed developing a customer-centric culture as the most effective way to meet customers changing needs. Fewer than half, however, stated that customer focus has a significant influence on their companys culture. In other words, CX professionals believe a culture focused on customers can make a big difference, but they dont feel their colleagues are catching on.
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