The biggest threat to your customer experience initiatives?

Image Source: Article

Image Source: Article

A recent presentation, and recent experiences, reminded me of the biggest obstacle facing Credit Union leaders who hope to improve their competitiveness by adding customer experience (CX) initiatives to their organizations’ efforts. That obstacle?  Traditional thinking and behavior; or, in other words, continuing to do the same thing but expecting a different outcome. More specifically, Credit Unions must stop acting incrementally and must overcome the inside-out perspective that undervalue members’ wants and needs, and underestimates the speed at which competitors are moving, and the competitive impact.

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