Customer experience isn't my job

Is customer experience everyone’s job? Yes… and no.

It’s a little too easy to state that it’s everyone’s job because then it becomes way too easy for it to become nobody’s job. Without leadership, customer experience is a nice idea but never executed. The best organizations focus on customer experience throughout the entire enterprise, not just in traditionally customer-facing roles.

How can learning leaders help create a customer-centric organization? By ensuring learning involves CX ideas – and real data, skills and outcomes – for teams and individuals who sit outside the departments we consider customer-facing. Instead of customer service training for your contact center agents, think of customer experience training for your accounting team.

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