Improving the Customer’s Experience is not easy. If your lucky it’s a “two step forward, one step back”-experience. But I know many Customer Experience professionals who get frustrated by the constant struggle to move the needle. They sense that they are seen as a nuisance standing in the way of managers and directors trying to meet their objectives.
Many blame the corporate culture or a lack of alignment of goals. All true, but I think there’s probably more to it that lies within your circle of influence. Here’s five things you should take into account:
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