248. Shifting a Culture to Customer-Centricity w/ George Essama

The Customer Experience Podcast

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1+ y ago 38:51

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Imagine trying to create meaningful change in a complex environment AND against a prevailing culture. More specifically, try convincing an entire company to become more customer-centric by starting within your own team. Today you’ll get that story and it’s an award-winning effort.
In this episode, Ethan speaks with Georges Essama, Head of Customer Relations for Cameroon Telecommunications or CAMTEL. He is also a highly-engaged and celebrated member of the Customer Experience Professionals Association or CXPA Tune in as Georges and Ethan talk about:

How to create meaningful change in a complex environment against prevailing culture
Where did Georges’ idea of a podcast featuring customer voices come from?
Why the voices of the employees are critical as these cultural shifts take place
How Georges learned about the CXPA and where you can learn more
Why customer relationships must be seen as a collaborative process that are dependent on shared responsibility

More information about Georges and today’s topics:

LinkedIn Profile: https://www.linkedin.com/in/georgesessama/
Company Website: https://camtel.cm/
Other Relevant Links: https://www.cxpa.org/home

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