004 The Enterprise Engagement Challenge
Play • 13 min
It’s a major challenge to transform an organisation, its departmental and hierarchical mindset, its processes and disciplines, its expertise, talent and creativity into a successful, unified and adaptive, Customer-Driven Enterprise.

But organisations that don’t treat their customer experience programme as an enterprise-wide transformation, are typically hindered by a lack of strategic purpose, limited cooperation, and an absence of measurable benefits.

It’s no wonder that so many organisations seem to have a history of multiple attempts to launch projects to improve “customer service”, “service quality”, “customer satisfaction”, and “customer experience”, with each ending in eventual frustration and disappointment. What you’ll learn in this episode:   In this episode, I look at three key elements that should be included in a customer experience improvement programme to help make it become an enterprise-wide, self-sustainable and successful transformation that truly embraces customer excellence, and gets everyone involved with a shared sense of purpose, collaboration and accountability in the process of customer-driven continuous improvement, innovation and value creation. Practice guide

We’ve prepared a CTMA Practice Guide “Exploring the Enterprise Engagement challenge” that summarises the key points in this episode.

Request your copy here 

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