CX Goalkeeper & ECXO with Silvana Buljan - E49 is about CX leadership on managerial level

The CX Goalkeeper had a smart discussion with Silvana Buljan

Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain.

In this episode you will learn:

- Some insights on the ECXO

- Culture is key in a customer centric transformation

- There is no standard approach to start a CX transformation, there is no “one fits all” solution

- People have their own agenda. The “system” trains stakeholders to look for their objectives because these are relevant for them.

- Department based objectives can create a misalignment on the overall company targets

- Silvana developed a methodology to assess, measure and improve customer centric leadership competencies which based on 5 pillars:

1) CX Atti ...