CX – It Takes a Village
by Ed Murphy & Beth Karawan
We have all heard the proverb “It takes a village to raise a child.” It means that an entire community of people must provide for and interact positively with children for those children to experience and grow in a safe and healthy environment. The same holds true for customer experience programs—it takes an entire organization to nourish and support a CX vision and strategy to truly become customercentric.