CX Goalkeeper with Annika Björck - S1E25 is about leadership and the source for change change

The CX Goalkeeper had a smart discussion with Annika Björck My learnings: Most transformation projects fail due to 2 main causes: The initiative's success cannot be proved, and little improvements are invisible Too much focus on "doing" and not enough on change management How to cope with these issues: It is about balancing the skills of the team: adding to the UX skills, strategic skills to lead the transformation (e.g., communication, coaching, …) Succeed together with top management: Prove the return on CX and pick some KPIs from the top management scorecards to help them achieving their goals. The North star of a company is important: what is the vision for the customers? How should customers feel after the contact? This is the market differentiator! 80% has to do with the company (mindset, organization, …) and 20% with customers Stop measuring everything. The 20% of the touchpoints which related to the Moment of Truths are the key differentiators and these should be measured properly In the CX teams create a common understanding, manage the company expectations and the own team expectations. CX teams need to be strategic and flexible. Leveraging change management to get people to move ahead and to reflect. Don't link CX to a person in a company. Her book suggestion: Reinventing organizations Frederic Laloux Annika's golden nugget: A tool to put in place: adaptive processes. Going away from classical business process management (the old-fashioned step by step processes) to something supportive, intuitive, linked to customers behavior. It works with actions and rules instead of steps. It enables to create a customer journey and breaking it into its process within days. How to contact Annika: · https://www.linkedin.com/in/annikabjoerck/ · https://www.instagram.com/cxheroes/ · https://www.bjoerck.ch/ · https://www.linkedin.com/company/cxheroes/ Thank you, Annika! #customerexperience #leadership #cxgoalkeeper #cxheroes