CX Institute Fills Customer-Centric Transformation Gap

For years, Temkin Group has worked with organizations that are looking to become more customer-centric, providing guidance to the executives and teams who are responsible for driving this change. But over the last couple of years, we’ve noticed a shift in our work. It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals. We are increasingly helping them train and motivate a broader group of employees.

This evolution makes sense. During the early stages of CX maturity, modest goals for change only require a few employees to be on-board. But as their efforts expand, CX teams attack more far-reaching issues that affect a larger group of employees. Ultimately, becoming truly customer-centric requires a culture change, which means you really need to influence how all employees think, believe, and act.

That’s where the CX institute comes into play. Our online training is meant to provide 100s or 1,000s of employees with the training they need to become more customer-centric. Here’s a recent webinar that provides an overview of CX Institute.

I’m excited that CX Institute just completed its beta period with its first two online training modulesCustomer Experience Foundations and Creating a Customer-Centric Culture. While Temkin Group provides a wide range of services, CX Institute fills a gap in helping our clients economically propel a customer-centric culture across their organizations.

Temkin Group and CX Institute Offerings to Improve Customer Experience and Drive Customer-Centric Transformation

Overcoming organizational inertia is hard, but CX Institute can help turn unacquainted and reluctant employees into active participants in the transformation by providing them with:

  • Motivation: Helps employees understand why it’s so important for the organization to become more customer-centric.
  • Mindset: Shows employees how they (all) play a role in making the organization become more customer-centric.
  • Momentum: Identifies tangible ways that employees can change their behaviors, and provides them with support and encouragement along the way.

To make it easy for companies to start using CX Institute’s online training, we’re offering a 25% discount for 60 days on both our individual training (purchase online and start right away) and corporate training (license for 100s or 1,000s of employees). If you’re interested, visit the CX Institute website or send us an email at info@cxinstitute.com.

The bottom line: It takes all employees to create a customer-centric culture.

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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