The cultural implications of excellent CX

Chris Wright, BSI

The cultural implications of
excellent CX

Chris WrightMarketing director UK & Ireland
BSI
@WrightPeopleMkt

If you don't have the right culture in your organisation, you won't be able to deliver CX successfully.

Marketing needs to own CX.

CX is a brand differentiator - especially in service businesses.

Employee experience has a direct correlation to client experience.

Behind BSI's approach to CX, one belief: customers choose to stay with brands that deliver consistently excellent experiences.

Not only does fast customer service matter, but getting it wrong can have lasting impact. Bad news travels fast!

"Customers choose to stay with brands that deliver consistently excellent experiences" #CXB2B

Assemble 'customer first' champions, share examples of success and define standards of excellence for main touchpoints.

Five critical success factors:

Get the board on board

Be clear why you're doing it and what you want to achieve

Involve your employees from the start

Keep it on the agenda

Have patience... and keep the faith.