Have you considered that in today's fast-moving organisations, it's often easier to see the forest instead of the trees? I've spoken with many CX practitioners who agree that we sometimes flip the age-old saying.
In my new blog for Customer Think, I discuss how easy it is to become so focused on the big-picture organisational elements of CX work -- changing processes, building new programs, studying customer satisfaction metrics -- that we overlook or take for granted the one-on-one elements of CX.
I share five techniques we use in our CX program to ensure customer-facing employees across the organisation convey our brand the way we want it. I'm hopeful you'll find a few that work for you.