I’ve been helping several executive teams chart their customer experience journeys. The work typically centers around strategy, culture, organization, processes, and leadership. So I am almost always discussing the role of the executive team; which is a critical component of the journey.
Since customer experience journeys represent multi-year transformational programs, it is critical that the executive team have the appropriate level of commitment to the program. If they’re not committed, then they shouldn’t even start.
I often refer to the 8 signs of executive commitment from a previous post, In order to make that content easier to use, I created this free downloadable eBook: The 8 Signs Of Executive Commitment (.pdf).
I’ve also turned the list into a self-test that can facilitate discussions. What’s your exec team’s score on the 8 signs?
Go ahead and take the test…
The bottom line: Customer experience transformation requires strong executive commitment.