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Five More (of Ten) Foundational Principles of a Customer-Centric Organization

Five More (of Ten) Foundational Principles of a Customer-Centric Organization

In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...
CX in 2022: Employee Experience is the  Biggest Hurdle, and Getting Leadership Commitment is Key

CX in 2022: Employee Experience is the Biggest Hurdle, and Getting Leadership Commitment is Key

I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations.  These changes drove...