The objectives of this step in the Customer Experience management are:
- Align your people around your new CX vision
- Motivate them to go beyond the guidebook
- Give them the right tools to implement your CX plans
To do that, you may need to take one or several individual steps:
- Ensure employees are Willing, Skilled And Able
- Align leadership behaviours and skills
- Build a customer movement
- Connect people strategy with Customer Experience vision
- Align the Employee Experience
- Capture your people’s insights and creativity
