At CXPA events I often run across new attendees with a familiar story. They’re obsessed with customers, and they want to transform their companies to be more customer-focused. They desperately want to change their companies! But they’re not in a customer experience (CX) role.
How, they ask, can they change their company if their company hasn’t given them a CX title?
It’s a great question. It’s always easier if you have the title. If the company cares enough to create a customer experience role, and to trust you in it, that’s a huge head start. It’s still difficult to drive change, but at least you’re beginning with some momentum.
But what if you don’t have a CX role?
I was discussing this very issue at CX Day when our speaker reminded me of the classic Harvard Business Review article Radical Change, the Quiet Way by Debra Meyerson. The article is focused more on confronting such challenges as racism, gender bias, and other workplace issues, and recommends you become a “tempered radical” to make moderate changes in your culture.
While these issues are obviously very serious, these skills also apply to our domain. Read more