Factors that need to be considered are sometimes invisible factors, such as politics within the organization, and the fact that the main focus for that particular organization was to get as much customers as possible, without affecting the profit that the organization seeks. In my opinion, these are the real challenges and risks that need to be considered.
While I was working with one of the organization I worked with, I experienced a lot of challenges to get the project initiation phase over with. Most of the challenges were political challenges. To summarize them, the challenges were mostly in getting the buy in of the management team in the concept of transforming the strategy, to be more focused on the customer, and to follow the customer experience initiative, and adapt it.
It took me time to achieve that, but after trying to convince the management, selling them the idea in every way possible, I managed to proceed with the plan. A lot of people don't think that by achieving positive customer experience, profit will increase as well. Maybe because the concept is still not that popular within the market in the Middle East. But with patience and good negotiation skills, and believe, I think it is easy to get people to understand the importance of Customer Experience, and actually adapt it.
It is important to study the market and the indutry, in order to understand the current trends, where are the areas that need development, what does the competitiors do. And also by doing surveys for the organization's customers, to understand their staisfaction levels, and to work on the areas where customers feel they are not that satisfied from.
Beside the above, you need to be aware of whats going on with the field of Customer Experience, by reading online articles, blogs, books, etc…
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