Metrics. Process. Mindset. How to create a culture of continuous improvement

“If you are going to achieve excellence in big things, you develop the habit in little matters.” (Colin Powell)

It’s common to hear companies say they’re obsessed with customer experience (CX). Indeed, A recent report found that 76% of executive leaders said ‘CX was a top priority in 2023’.

The secret behind the success of many leading digital businesses is a company-wide culture of experimentation that enables them to test, learn, and improve their CX on a continuous basis. Rather than making big changes in functionality, they make small improvements that add-up to a breakthrough in performance over time.

To create a culture of continuous improvement, you need: 

1. The right metrics, so everyone knows what to improve.
   
   
2. The right process, so everyone knows how to improve.
   
   
3. The right mindset, so everyone wants to improve.