Ive talked with many CX practitioners who agree that we sometimes flip the age-old saying: We dont see the trees for the forest.
By that I mean how easy it is to become so focused on the big-picture organizational aspects of CX workchanging processes, building new programs, studying company metrics on customer satisfactionthat we overlook or take for granted the one-on-one aspects of CX. The challenge increases the more a CX program grows and the more we involve the entire organization in our work.
Are our employees communicating appropriately with customers? Do they have skills for turning around an unhappy customer? Do they listenreally listento what our customers have to say?
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