Episode notes
The CX Goalkeeper had a smart discussion with Annika Björck
My learnings:
Most transformation projects fail due to 2 main causes:
The initiative’s success cannot be proved, and little improvements are invisible
Too much focus on “doing” and not enough on change management
How to cope with these issues:
It is about balancing the skills of the team: adding to the UX skills, strategic skills to lead the transformation (e.g., communication, coaching, …)
Succeed together with top management: Prove the return on CX and pick some KPIs from the top management scorecards to help them achieving their goals.
The North star of a company is important: what is the vision for the customers? How should customers feel after the contact? This is the market d ...