We ask the executives to undertake a structured “self-assessment” to establish where the organization is today. It is critical for the organization to be committed to this journey, as this will take time, effort, and resources. If the senior team are not serious about making Customer Experience a priority for your organization, you are better off establishing that now. We ask participants if they believe the journey is worthwhile, as well as determining their level of commitment to the concepts.
Lectures have their purpose and provide value for some situations. However, when it comes to building a great Customer Experience for your organization, a set lecture will not be enough.