John M. Buckley

The 5 Steps to Being an Agent of Change for Your Customers and the Customer Champion Toolkit were the results of a year-long exploration into the challenges faced by Customer Experience professionals.

 

I discovered that, beyond CX professionals, there are many people who want to, and can, be the champion for customers in their organizations. However, many customer champions struggle to communicate customer needs with leaders across the organization to drive customer-centered change.

 

This toolkit guides users in driving that change internally—a skill, which many organization's find incredibly valuable.