Why is customer experience such a hot topic? Because it’s important, complex, and broken. Companies must embark on a multiyear journey through five levels of Customer Experience Maturity:
Along the way, firms need to develop customer-centric DNA, a corporate culture with six components that include collective celebrations, commitment to employees, and consistent tradeoffs. To succeed in the transformation, firms must prepare for a multiyear journey and include their HR groups in the effort.