Massively rising customer expectations; an increasing need to differentiate from competitors; difficulties retaining high-performing and engaged employees; challenges all organizations face today more than ever, and which are driving the cross-industry need to embrace customer-centricity.
For many organizations trying to become a CX leader, the transformation includes tremendous efforts to update core processes and technology, but falls short on improving the capabilities of its people; to successfully transform, everyone in the organization, from the C-Suite to the Frontline needs to understand the importance of customer-centricity, and embed core CX best practices into their day-to-day work.
To support this organization-wide change, McKinsey has developed Experience Essentials, a suite of ready-to-deploy CX capability-building offerings to:
- Foster awareness and conviction around CX and the organization’s CX vision, ensuring broad excitement and engagement in CX initiatives
- Strengthen the CX and design thinking capabilities of every member of the organization, driving immediate, lasting, and measurable organizational impact
- Empower every member of the organization to embed the customer in each decision, creating an enduring customer-centric culture