An organization must work together to create a customer-centric employee culture and CX experience,”

Says Ms. Huang (Gartner).

“Representing only some parts of the business in the CX leadership means the program can become skewed toward an individual agenda instead of the wider organizational vision.

I could not agree more;

As companies are moving towards a customer centric approach in doing business the effect wil touch all business line and departments. CX experiences are more than developing an app, marketing automation, or even a different way of handling incoming calls in your call centre. Or building a “my environment” as if CX is best provided with a selfservice portal for your customer. Investigate by asking and talking to your customers and find out that what you thought was the journey!