So many customer experience improvement
programmes, underperform, get stuck, or fail to start, because they
are not treated as a significant business transformation, and they
didn’t place enough attention on involving everyone in the
transformation process. That’s why, when it comes to Getting
CX Right, we put so much emphasis, on the importance of conquering
the People Engagement challenge.
Yet another reason why so many organisations
seem to have a history of multiple
attempts to launch projects to improve “customer service”,
“service quality”, “customer satisfaction”, and “customer
experience”, with each ending in eventual frustration and
disappointment.
What you’ll learn in this episode:
In this episode, I look at how to get, and keep, everyone “on
board” and actively, willingly and effectively participating in
driving the CX mission. I discuss how the prospect of “change” and
the “unknown” can be oppressive and damaging and often triggers a
defensive response, especially if it’s seen as a potential source
of loss. For example, a loss of status, comfort, familiarity,
control and perhaps power.
Conquering the People Engagement challenge involves intensified
communication, consultation, collaboration and co-development in
the transformation process.
Practice guide
We’ve prepared a CTMA Practice Guide
“Exploring
the People Engagement challenge” that summarises the key
points in this episode.
Request your copy
here
Also
mentioned in this episode