CX Journey™ Musings: Consensus or Alignment?
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work?
Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately, you’re seeking commitment, not just buy-in. And yet, there’s a greater opportunity to get not just commitment, but alignment and commitment.