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:

[Posted by Megan Burns]

I’m excited to announce the release of my latest report: “How Chief Customer Experience Officers Gain Active Executive Support.” Executive involvement is critical to the success of any customer experience transformation, but it’s hard to get. I interviewed several successful CC/EOs to find out how they got their peers on the leadership team on board.

Here are a few highlights from the report:

[Posted by Megan Burns]

Happy Friday everyone!  It's hard to believe, but Forrester's Customer Experience Forum is just 17 days away. A few of my colleagues have already talked about the event, but I thought I'd add my own take with a sneak preview of the track I'm leading.