Description

The Eleven Sacred Cows of Customer Experience (CX): Conditions for Leadership Buy-In and Customer Centricity

by Mohamed Latib, PhD

Introduction:
Far too often I have heard practitioners say that they are challenged to get leadership support for their Customer Experience initiatives. Have you heard the same? I have also heard that practitioners must make a case to win support. But to make a case one must have data, and in the absence of data (except for third party references) what does one do?

I have also heard about how difficult it is to galvanize resources around a CX Vision to support all the strategies of the business. These resources such as marketing, operations, finance, HR and IT are difficult to harness because they have prescribed mandates. Customer Experience practices (CX) provide an opportunity to create coalitions among these disparate entities because customer experiences impact all of them.