What Challenges Might Leaders Face in Improving Customer Experience?
Improving CX is not without challenges. Some common obstacles include:
- Resistance to Change: Both employees and customers can be resistant to new processes and technologies. Leaders must manage change effectively. - Siloed Departments: Lack of collaboration between departments can hinder a seamless customer experience. Leaders need to break down silos and promote interdepartmental cooperation. - Resource Constraints: Improving CX can require significant investment in technology, training, and other resources. Leaders must balance these needs with budget constraints.