Understanding, action, and embedding
In my experience this is true of many organizations today. This, in my view, is why the Customer Experience of most organizations is boring and bland. As you have seen from our research,2 there are a lot of people who understand a great deal more about the Customer Experience than they have implemented. Like me, people enjoy the intellectual stimulation of the learning. They enjoy debating what they could do, and even what they should do. They enjoy reading the books, attending conferences and training events, and so on. But what has changed because of it? They may have changed their own personal “orientation” but the organization’s orientation has not changed for the customers.
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