This ebook presents key learnings from six CX experts who are driving customer-centric cultures at their brands. Despite the struggles of CX practitioners to build customer-first corporate cultures, research is signaling that customer centricity is a duty companies can no longer afford to ignore. A recent study found that around three quarters of consumers are willing to switch to a brand competitor after just one bad experience. The solution to becoming more customer-centric does not always rest in adding another layer of technology, but rather in reshaping the mindset of employees to be more customer-focused. The insights provided in this ebook, featuring companies such as Pizza Hut, HEMA, American National, Wells Fargo, and Ameren Missouri, can be utilized by CX practitioners to improve cultures at their own business.
