The true customer experience transformation roadblock
Everybody says you must have executive buy-in…and it’s true. If the people at the top of the organization do not believe in it don’t even try to attempt it. But what happens when there are executives that don’t want to put forth the effort to champion the customer experience?
In his interview on the Fast Leader Show, Risto Siilasmaa chairman of the board at Nokia shares how he led one of the most successful and largest corporate transformations ever.
In this excerpt from his interview, he shares how to deal with executives that refuse to buy into change and transformation.
In today’s world of digital transformation and customer experience transformation, executive ownership in change is required. Listen in as Risto sets and reinforces leader expectations.
To watch his entire interview, click here.
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.