Here are the top 3 roadblocks CX managers face when implementing a new initiative:
1. The culture inside your organization isn’t aligned to your CX goals.
Example: You’re trying to become more customer-centric, but the culture doesn’t support that approach.
2. There’s no shared understanding of the processes.
Unless there’s a collective understanding of the processes across the board, it’s difficult to make a new initiative work.
3. You’re not abreast of industry developments.
It’s very difficult to understand what is available: what’s the state of the art vs. what you have?