Customers are making decisions to work with brands based not just upon product quality but the company’s core values. In order to build a trusted relationship the core values of a company need to match up with a customer. If not, the customer will switch to a competitor.

And in contact center organizations that are focused on revenue generation, that is a problem.

So how do you solve it? With mission-driven CX (customer experience). As Nate Brown from Officium Labs says in this episode “It is the principle that customers are going to do business with organizations that actively embody the core values most important to them.”

It isn’t about what is listed on your website and what your IVR says but it is about how all employees communicate and live those values.

In today’s conversation, we chat with Nate Brown, the chief experience officer at Officium Labs and discuss 4 steps to help your organization practice mission-driven CX. In addition, Nate shares his passion-project, the CX Accelerator , a community for CX professionals to share ideas, get feedback from peers, and network.