"How to get senior management buy-in for customer experience improvement?" with Sonia Bhatia

CX Conversations

As much as your CEO may talk about customer experience, the true test of his/her commitment is whether he/she would invest in it.

Even if you get the budget, we know that you'd need department heads to be onboard if you wish to achieve your CX goals.

It is surprising that many organisations still struggle to get senior management buy-in for CX improvement. The reality is that you'd find yourself manoeuvring conflicting priorities and struggling to achieve your CX goals without the buy-in from the heads of various departments in your organisation. It is perhaps the biggest plight of CX managers and consultants.

Delighted to be breaking this challenge down with someone who has successfully established and rolled-out a multi-year customer centricity transformation program in one of the biggest pharmaceutical brands in India.

I am in conversation with Sonia Bhatia Salmin in this episode of CX Conversations. We talk about:

• whether getting management buy-in is really a challenge?
• what are some of the signs that show whether your management team is truly onboard?
• what kind of groundwork you must do to get everyone onboard?
• how do you build the right business case and show the ROI of a CX improvement initiative?

And much more!

If you are a CX head, manager, or consultant, sooner or later you will be faced with this challenge. Save yourself a ton of time and listen to this podcast to get practical tips on how to get management buy-in on CX improvement initiatives.

Connect with Sonia on LinkedIn: https://www.linkedin.com/in/sonia-bhatia-salmin-ccxp-38891021/

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