With this statement, the CXPA Insights Exchange was off and running.
This was just one of ten customer experience lessons learned that at Oracle shared by Jeb Dasteel, their Senior Vice President and Chief Customer Officer. But it’s the one that resonated with members, and was repeated throughout the conference. As just one bullet point in a longer speech, it didn’t get the attention it deserved. I would have loved it if he spent his entire keynote on just this one point.
Culture is a central customer experience challenge. You can’t seriously change your customer experience without factoring in your culture. We take on customer experience roles because we want to change the company – we want everybody to be as passionate about our customers as we are. And so we set about to change the culture. But perhaps we should focus more on exploiting what we already have. Read more