Janet LeBlanc

Yesterday, today, tomorrow.

How to empower new employees to understand “who” and “why”

Truly customer-centric organizations are driven by strong leaders who desire positive change. They have a clear vision for a better future, even if there are potential unknowns along the way.

True collaboration requires a high degree of trust and a willingness to let go of one’s own power and ‘turf.’

A results-focused CX leader knows the way forward should be mapped out in advance. Goals and roles should be clear. The performance framework should be systematic and measurable.

The cross-functional nature of CX means that projects often rely on more than one group or department to be successful.

There has been a fundamental shift in the number of organizations that have embraced customer experience management as a core operating model.

Customer-centric leaders know the customer experience brings a brand vision to life. They work hard to unite the organization to a shared vision of the ideal experience. They also ensure everyone understands their role in delivering the ideal experience.

Experience design is the process by which brand cues are crafted as part of the ideal customer experience.

Give your staff greater purpose, motivation and support to deliver the best possible customer experience.