Customer Experience is not a project, it is a mindset
In today’s business world, customer experience is no longer something that only customer service departments should take responsibility for. It permeates the entire organization. It is a way of thinking, a mindset. In our latest episode of the Kund & Ledarskaps Podcast, Sara Ek, Learning & Development Partner at Adlibris, sums it up.
“When you start thinking CX, then CX is in everything.”
That insight is powerful, and it is something that should be embraced by all. CX is not a one-and-done process. It is a cultural change that affects a company’s structure, communication and internal processes. For Sara, this realisation began with her own journey. She moved from the role of CX Lead to working in HR, focusing on Learning & Development. However, her work still revolves around bringing business and people together.
“I’m in HR, but I work with bringing business and people together,” she says.
Customer focus therefore begins within the organisation. This involves creating the right conditions and culture for the customer journey. This is where customer success becomes more than just support; it becomes a way to build long-term relationships with customers. “If you put the customer first, you’ll succeed,” says Sara. The most successful companies measure not only their own success, but also that of their customers. It’s a long-term approach that builds loyalty, which is an important consideration for any business.
However, change in CX doesn’t happen overnight. Sara says it’s not about big changes, but continuous improvements behind the scenes. Small steps can create big results. Many companies face the challenge of understanding that the solution isn’t always to completely overhaul the organisational chart. Instead, the key is to establish the right environment for seamless collaboration across different departments. Culture beats structure. CX only becomes successful when the entire organisation works together, across departmental boundaries.
Communication is another key. In the quest for better customer experiences, many forget that communication is key. Simplicity, clarity, and the right tone are crucial. As Sara says, “Don’t underestimate communication. Adapt your tone and message; don’t use your entire arsenal just because you can.” To create value, we must talk to customers in a way that is relevant and understandable to them.
Last but not least, it is crucial to link CX to business value. CX is a long-term endeavor, but to gain management’s trust, you also need to demonstrate quick wins. It’s about showing both short-term results and long-term value.
Customer experience is more than just an initiative; it is a journey, a change in the way we think and work. To succeed, we need to build a culture where customer focus is natural, where employees are given the right conditions, where communication is clear, and where change happens gradually.
At Connectel, we believe that customer experience is the key to long-term growth. With the right mindset, culture, and tools, organizations can build stronger relationships with customers, increase loyalty, and deliver real business value.
Want to learn more? Listen to the entire conversation with Sara Ek in the Kund & Ledarskaps Podcast and get inspiration on how your organization can start thinking CX:
Listen or watch the full podcast here:
