Building CX capability: Mindset over matter
When organisations think of building their CX Capability, they often search for a simple training course or book that can provide everything they need to know in a neat two-day package.
While these courses can provide a foundation of knowledge, they can also lead your CX team to a danger zone, believing that by following 5 steps, 3 phases or 10 interviews they will have all the answers they need to build great customer experiences.
More important than the knowledge, is having a Customer-focused mindset. An inherent belief in the value of working with customers to understand their world, and design products and services that solve problems for them.
This presentation will share frameworks and approaches to discuss:
- The importance of explicitly developing a Customer-focus mindset as part of any CX Capability development program
- The value of the CX team demonstrating a Customer-focus mindset, and
- Using a Customer-focus mindset to shape organisational culture