A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTENTIONALLY improving it.
http://www.customerexperienceupdate.com/customer-experience/?open-article-id=7014995&article-title=engaging-your-people-with-cx--introducing-the-customer-experience-game&blog-domain=ijgolding.com&blog-title=ijgolding/
