Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation. This year, we cast a wide net to capture programs that placed differing focus on training, shared ownership of CX initiatives, and aligned among leadership. There were many small CX teams that forged relationships across organizations, significantly magnifying their impact on CX through these programs.
Beyond the report, some CX teams have shared with us that they once had a CX champions program that went by the wayside. Often times, this is because participants eventually lose interest or purpose. That’s why the examples included in “Customize Your CX Champions Program” are thoughtful in how they continue to build participation by continuously adding new champions, more engagement, and parallel cultural activities that sustain interest.
Why are no two champions programs alike? Because no two cultures are alike, and a champions program must feel authentic to drive customer obsession in your company’s culture. In customizing your program:
- Determine how you will give participants resources that enable them, such as training and access to data.
- Ensure that champions’ work directly supports larger CX and business strategies, and offer recognition accordingly.
- Let the champions decide what their CX passion projects will be.
- Continue, or deepen, engagement with enthusiastic participants.