Implementing Customer Experience as an Organizational Value (Pete Kinser)

Bringing customer-centered thinking into an organization is about more than just proclaiming that you’re focused on customer experience. It’s about changing your process, sure, but it goes even deeper: It’s about changing attitudes. It’s about making your customers a central organizational value that guides behaviors and decision making. Valuing customer experience is no longer a secret to success. A focus on CX is quickly becoming the way to do business. A common problem I hear from CX (and UX) practitioners is that they’re being asked to “do CX” within an organization that isn’t changing their processes or thinking. Many companies are maintaining the same processes and strategic approaches while trying to “staple on” this CX thing. (uxmag.com)