Have you ever looked out over London from the top of the Gherkin? It’s an amazing sight and a grandstand view of a thriving city powered by some of the best technology our 21st century has to offer.
We were there recently to host an event on Customer Experience (CX). But the ultra-modern panorama our guests enjoyed was in contrast to the rather old fashioned focus of our evening: human beings. Specifically we were there to talk about creating a culture that delivers brilliant CX and the main takeaway was that the starting point is people. Yes, technology is important, but a successful Customer Experience strategy starts with a focus on your business goals and company-wide alignment. It means employees being given the tools and motivation to deliver great experiences.
And there isn’t an app for that.