CX leadership coaching
Driving customer-centricity at a senior level through CX coaching, creating lasting impact on organisational strategy and leadership alignment.
Problem
The COO sought to embed a more customer-centric approach within the leadership and across a large educational business. However, customer experience (CX) as a discipline was not well-understood at the senior level, and there was a need for clear, structured guidance on how to govern and implement customer experience effectively.
Solution
Love IT was brought in to work directly with the COO, who acted as the executive champion for customer-centricity. Through weekly one-on-one sessions, Love IT provided content, organizational models, and governance frameworks tailored to the organization’s specific needs. This included defining what customer experience governance would look like, how to structure a CX program, and how to develop buy-in from other leaders. Love IT’s role was akin to that of a CX advisor, helping the COO articulate these strategies during leadership forums and in broader organizational conversations.
Impact
Although Love IT’s direct involvement concluded before the full transformation could be realized, the work done during the engagement laid a strong foundation for continued CX focus. The organization has since taken significant steps toward customer experience transformation. The groundwork Love IT established helped pave the way for these future developments, influencing the organization’s mindset toward customer-centricity at a senior level.