Which department typically struggles with implementing a customer-focused cultural change in CEM?

The department that typically struggles with implementing a customer-focused cultural change in Customer Experience Management (CEM) is Human Resources. This is because Human Resources is primarily involved in internal processes, such as hiring, training, and organizational culture and may not have direct interactions with customers. Their focus is often more on policies and procedures than on the immediacy of the customer experience.

Implementing a customer-focused culture requires not just understanding customer needs but also embedding those values throughout the organization, which includes ensuring that employees across all departments are aligned with these objectives. Human Resources may face challenges in facilitating that alignment because they might not engage with customers directly to understand their needs and expectations. This makes it more complex for HR to advocate for necessary changes that resonate with the customer experience idea.

In contrast, departments like Sales, Marketing, and Customer Service typically have more direct contact with customers and are often more attuned to customer feedback and the importance of customer satisfaction. Hence, they may find it easier to incorporate a customer-focused mindset directly into their strategies and practices.