In September, we will have the chance to deliver a keynote at the European Customer Centricity Awards. Stefan will speak on behalf of the Customer Institute and plans to address the (CX mature) audience with tips around challenges that mature CX organizations might face.
Thank you for contributing a few observations from your practice.
For mature CX organizations, what are top 3 challenges to stay on top of customer centricity? What is it, that can make champions stumble?
Which best practices of top CX organizations have you observed that help them to remain on top? How can you prevent stumbling?