In our fifteenth episode, we begin exploring the importance of building a customer-centric culture to ensure a successful customer experience transformation, including how organizations define roles and responsibilities, hiring employees, training employees, and communicating to employees through a customer-centric lens. We also discuss how culture grows out of the CX governance structure that is initially implemented when an organization begins its CX journey.
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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.