Danyel LaGow, CCXP, has spent the last 19 years helping organizations build cultural and systemic focus on customer experience (CX). It’s a big job – and she’s learned there’s a wrong way and a right way to do it.
“You can tell when a company is just checking the box when it comes to CX,” says LaGow. By checking the box we mean the organization is performing actions associated with CX strategy but not the follow-through required to create lasting change.
Organizations most susceptible to box-checking include those with siloes, making cross-functional collaboration difficult, and those who appoint someone to head up CX without necessary resource support. Fortunately, there are ways these organizations can overcome their barriers to dive into CX the right way.
For a deeper look at your organization’s current CX state, take our Customer Experience Assessment. Where is your company mastering CX? Where does it still have room to grow? Knowing these answers will help you get to the next level, regardless of your current stage in CX adoption.
- 4 Ideas to Kickstart a Customer Experience Focused Culture – Includes tips on showing the ROI of CX
- Engage Your Employees with CX Quick Start – A 6-8 week workshop to develop a Customer Journey Map and CX roadmap