For customer experience (CX) leaders, one of the biggest challenges is ensuring their organization will prioritize customer service—not just in customer-facing teams but in every department. The key is to make CX excitement contagious and sustainable, so it becomes part of the company culture and a shared goal for all levels of the organization.

The mandate to prioritize customer service isn’t just about meeting customer expectations; it anticipates and exceeds them at every touchpoint. But how do you transform your organization into one that thrives on exceptional CX? It begins with strategy, culture, and execution.

1. Start from the Top: Secure Executive Buy-In

CX initiatives thrive when championed by leadership.  Securing alignment at the executive level ensures that your organization will prioritize customer service in strategic decision-making and resource allocation. And when executives are visibly committed to CX, it sends a clear message to the rest of the organization. To achieve this, showcase the business impact by using revenue growth or cost savings to highlight the connection between customer experience and success. Create accountability by establishing CX-related KPIs for executives and including them in leadership performance reviews. 

2. Build a Customer-Centric Culture

Culture is the backbone of an organization that seeks to prioritize customer service. It’s not enough to have a CX team or strategy; the entire organization must embrace a customer-first mindset. Leadership must lead by example, embodying and championing the importance of CX. This starts with defining and communicating values that align your company’s mission, vision, and goals around serving the customer. Employees should be empowered with the tools, training, and authority to make decisions that benefit the customer. Wins should be celebrated by recognizing and rewarding employees and teams who excel in delivering outstanding customer experiences whether through public shoutouts, bonuses, or awards.

3. Communicate Customer Experience Wins and Learnings Regularly

Having a goal to prioritize customer service requires consistent reminders of why it matters and how it’s making a difference. Share success stories of delighted customers and the teams responsible for those outcomes. Hold CX town halls to report on progress, share customer insights, and outline future initiatives.  Regular communication keeps the focus on CX and reinforces its importance to the organization. Share customer feedback directly with teams, highlighting how their work impacts satisfaction, and use dashboards to make CX metrics visible and accessible to all employees in real time. When everyone can see how they contribute to CX outcomes, it becomes a shared objective rather than a siloed one.

4. Create Cross-Functional Customer Experience Champions

Encourage leaders from different departments to act as CX advocates within their teams. This fosters accountability and ensures that organizationally, you prioritize customer service. Identify employees who are passionate about customer outcomes and provide them with extra training and resources to act as CX champions. Hold regular cross-functional meetings to discuss goals and progress, and recognize the efforts of champions to encourage broader participation. When every department has a CX advocate, the organization’s commitment to exceptional customer experiences is strengthened.

CX is more likely to be a priority when its success is tied to measurable outcomes that matter across the organization. Departmental KPIs should be linked to overarching CX goals. For instance, IT teams might focus on faster resolution times, while design teams prioritize seamless product usability.

5. Engage with a Customer Service Outsourcing Partner

Partnering with a CX outsourcing provider can be instrumental in driving organizational change and maintaining excitement for CX. These partners bring expertise, technology, and fresh perspectives that can help embed CX excellence across your business. Outsourcing partners offer scalable support, allowing you to pilot new initiatives or expand proven programs without overburdening internal teams. They also bring cutting-edge solutions, such as AI-driven tools and advanced analytics, to identify customer pain points and improve interactions across the journey. For example, if your company is striving to improve omnichannel support, a CX outsourcing partner can implement streamlined processes, train employees on best practices, and ensure seamless interactions. Outsourcing doesn’t just enhance customer-facing efforts; it helps transform internal culture by introducing efficiencies and aligning teams around a shared vision of customer excellence.

Having a goal to prioritize customer service requires intentionality, collaboration, and persistence. By securing leadership buy-in, embedding CX into your culture, aligning metrics, empowering employees, and celebrating wins, you can ensure that CX remains a top priority across your organization. For customer experience leaders, the ultimate goal is to turn CX into a shared mission—where every team sees its value and contributes to its success. Because when CX becomes everyone’s responsibility, customers notice. For more information about how Advensus can help you prioritize customer service, contact us.