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

<b>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.<br />In this episode, Ethan speaks with <a href="https://www.linkedin.com/in/georgesessama/" target="_blank" rel="noreferrer noopener">Georges Essama</a>, Head of Customer Relations for <a href="https://camtel.cm/" target="_blank" rel="noreferrer noopener">Cameroon Telecommunications or CAMTEL</a>. He is also a highly-engaged and celebrated member of the <a href="https://www.cxpa.org/home" target="_blank" rel="noreferrer noopener">Customer Experience Professionals Association or CXPA </a>Tune in as Georges and Ethan talk about: </b><br /><ul><li>How to create meaningful change in a complex environment against prevailing culture</li><li>Where did Georges’ idea of a podcast featuring customer voices come from?</li><li>Why the voices of the employees are critical as these cultural shifts take place</li><li>How Georges learned about the CXPA and where you can learn more</li><li>Why customer relationships must be seen as a collaborative process that are dependent on shared responsibility</li></ul><b><br />More information about Georges and today’s topics:</b><br /><ul><li>LinkedIn Profile: <a href="https://www.linkedin.com/in/georgesessama/" target="_blank" rel="noreferrer noopener">https://www.linkedin.com/in/georgesessama/</a></li><li>Company Website: <a href="https://camtel.cm/" target="_blank" rel="noreferrer noopener">https://camtel.cm/</a></li><li>Other Relevant Links: <a href="https://www.cxpa.org/home" target="_blank" rel="noreferrer noopener">https://www.cxpa.org/home</a></li></ul><b><br />Subscribe, listen, and rate/review the Customer Experience Podcast on <a href="https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989" target="_blank" rel="noreferrer noopener">Apple Podcasts</a>, <a href="https://open