We talk a lot about “moments of truth” in Customer Experience

But here’s the reality:

Every moment of truth for the customer is a moment of decision for an employee.

Do I go the extra mile? Do I follow the script or adapt? Do I take ownership or pass it on?

Those decisions define the experience.

And they depend on: – how safe employees feel – how much they are trusted – how clear the boundaries are

CX is decided in moments.

By people.

#CustomerExperience #EmployeeExperience #CustomerCentricity #Leadership #CX #EX