In 2007, I had the privilege of delivering over 75 speeches around the world – all in the quest to help bring companies together to deliver a better customer experience.
What I learned is that in every part of the world, making this work happen is a challenge. The struggle still remains to connect the silos and get everyone on the same page – moving in a unified direction for customers. In Brazil, the challenges sounded uncannily the same (although much more beautifully sounding in their language) than the challenges I heard from audiences and clients in New Jersey and San Francisco.
With all of these audiences, what we talked about is where they are making traction in the customer crusade, how they are making that happen; and what still gets in the way of moving past lip service to action.
Here’s a review of the state of the crusade in 2007:
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