How to Create a CX First Culture

Creating a customer-first culture is one of the most common ambitions in CX — and one of the hardest to turn into reality. Most organisations accept that being customer centric is important. The sticking point is the "how": how do you shift mindsets across an entire organisation, get every department thinking about the customer, and build accountability for experience outcomes into roles that were never designed with CX in mind?

Melanie Disse is a CX strategist and founder of Melanie Disse Consulting, with over a decade of experience helping B2B and B2C organisations build genuine customer centricity. In this Member Byte, she and host Justin Tippett work through the practical levers available to CX leaders — from using journey mapping to surface internal inefficiencies, to breaking down the feedback silos that keep insight trapped inside individual teams, to making the case for CX investment at the executive level.

Whether you're a CX practitioner trying to win broader support, a contact centre leader who wants to see your insight actually used, or a leader looking to make customer centricity stick beyond a strategy document, this Member Byte offers a grounded, experience-led perspective on what it actually takes.