248. Shifting a Culture to Customer-Centricity w/ George Essama

The Customer Experience Podcast

Imagine trying to create meaningful change in a complex environment AND against a prevailing culture. More specifically, try convincing an entire company to become more customer-centric by starting within your own team. Today you’ll get that story and it’s an award-winning effort.
In this episode, Ethan speaks with Georges Essama, Head of Customer Relations for Cameroon Telecommunications or CAMTEL. He is also a highly-engaged and celebrated member of the Customer Experience Professionals Association or CXPA Tune in as Georges and Ethan talk about:

• How to create meaningful change in a complex environment against prevailing culture
• Where did Georges’ idea of a podcast featuring customer voices come from?
• Why the voices of the employees are critical as these cultural shifts take place
• How Georges learned about the CXPA and where you can learn more
• Why customer relationships must be seen as a collaborative process that are dependent on shared responsibility

More information about Georges and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/georgesessama/
• Company Website: https://camtel.cm/
• Other Relevant Links: https://www.cxpa.org/home

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