“One of the first things you do when you stand up a CX program is to create a CX vision.”
It’s said so often that it’s pretty much a cliché.
It just seems to make sense. It also aligns with John Kotter’s 8-step change management program. I wrote about this a few years ago, and I’ve repeated this message myself more than a few times.
But late last month, while talking with a new client about all that you want to do when establishing a CX program, I heard myself say it again and paused. (more…)