Transcribed

248. Shifting a Culture to Customer-Centricity w/ George Essama

Apr 18, 2023 · 38m 50s
248. Shifting a Culture to Customer-Centricity w/ George Essama
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Imagine trying to create meaningful change in a complex environment AND against a prevailing culture. More specifically, try convincing an entire company to become more customer-centric by starting within your...

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Imagine trying to create meaningful change in a complex environment AND against a prevailing culture. More specifically, try convincing an entire company to become more customer-centric by starting within your own team. Today you’ll get that story and it’s an award-winning effort.
In this episode, Ethan speaks with Georges Essama, Head of Customer Relations for Cameroon Telecommunications or CAMTEL. He is also a highly-engaged and celebrated member of the Customer Experience Professionals Association or CXPA Tune in as Georges and Ethan talk about:

  • How to create meaningful change in a complex environment against prevailing culture
  • Where did Georges’ idea of a podcast featuring customer voices come from?
  • Why the voices of the employees are critical as these cultural shifts take place
  • How Georges learned about the CXPA and where you can learn more
  • Why customer relationships must be seen as a collaborative process that are dependent on shared responsibility

More information about Georges and today’s topics:


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
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Author Sweet Fish
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