The objectives of this step in the Customer Experience management are:

  1. Align your people around your new CX vision
  2. Motivate them to go beyond the guidebook
  3. 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

Relevant cases