As CX enthusiasts, we have the opportunity to do field research many times a day, as we encounter the front-line experiences delivered by the businesses we frequent. These are often highly variable, and our own expertise means it’s difficult not to want to give front-line staff words of advice when things go wrong. The change though must start from the top and involves culture as much as process. Here, business coach and CX consultant Lara Khalaf shares her experiences and offers her 7-step guide to improving the way your front-line staff interact with customers.
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