An interesting Pop-up project called ‘Customer Advocates on Board’ is currently ongoing in Finland. The purpose of the project is to boost discussion about the significance of customer experience as a strategic topic for companies, with specific emphasis on its role in Boards of Directors. The project was started by two customer experience professionals – Tarja … Read more…
Many CX thought leaders have recently discussed how a company needs to transform, when it wants to focus on customer experience. It is very seldom that improving one thing can improve the whole customer experience. The mindset needs to be everywhere in the company and the interdependencies between different organizational units have a huge impact … Read more…
In my previous post I discussed the company internal collaboration between Customer Experience people and Finance & Control. Today, I want to take up another important collaboration partner, Human Resources. Again, collaboration means joining forces, providing expertise, two-way help and support, saving efforts and breaking cross-organizational silos. Strategic focus on customer centricity requires change management A … Read more…
One plus one is more than two – partnering and collaboration can mean a huge difference in many kinds of efforts. Listening to customers often reveals, how the lack of collaboration across organizational silos impact customer experience. Marketing perhaps made promises that a product was never designed to deliver, or the company collected insights that … Read more…