When scripts and protocol don't apply, perceived barriers hinder employees' from making the right decision for customers. We welcome back Laure Park of Quest Diagnostics to explain how they signaled to employees that it was okay to deviate from standard procedures, with good judgement. And to CX pros just getting started on the journey of CX transformation, Laure shares a couple notes about what she'd do differently from the get-go. This is part 2 of a two-part series. If you haven't listened to episode 100, we highly encourage you to do so before listening to this episode.

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Relevant research:

"Remove Barriers And Add Enablers For A Customer-Centric Culture"

This report provides detailed guidance on how firms can make it easier to adopt and maintain customer-centric behaviors by removing barriers to employee behavior change and creating new processes and support structures that build rigor and routine.