Ask Jim Harwood, Client/Member Experience VP at Farm Bureau Financial Services, how you build support for a CX program with your CEO and Senior leadership and he’ll tell you to take a lesson from Michael Gerber and the E-Myth: “Begin with the end in mind”.
If we were to start at the end of this story, we’d say that Jim is on his second organizational CX journey after helping lead CX program development at his prior Fortune 500 organization. A....