How can organizations identify and cultivate potential CX ambassadors within their teams to drive a customer-centric culture, and what qualities should these individuals possess to effectively lead change and overcome resistance?

Organizations can identify potential CX ambassadors by looking for individuals who demonstrate a strong understanding of customer needs and a passion for delivering exceptional customer experiences. These individuals should possess excellent communication skills, empathy, and a willingness to champion customer-centric initiatives within the organization. To cultivate these ambassadors, organizations can provide training and support to help them develop their leadership skills and empower them to drive change. By fostering a culture that values customer experience and empowers employees to make a difference, organizations can create a team of CX ambassadors who can effectively lead change and overcome resistance within the organization.