What Makes A Centralized Customer Experience Team Successful?

Last week I met with a group in charge of driving improvements to the company’s enterprise customer experience. They’re a small team with a big task – make the company culture more customer-centric. What makes the challenge even harder is that this team lacks the formal authority to force other organizations to change the way they do business. Instead they have to make people want to do things differently.

During the meeting they asked a question that I often hear from clients – what have other people like us done that has worked?  I had just completed a new report on that topic and was able to share some of the key findings from that research. Here’s a quick summary of what I told them:

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