{"metadata":{"generator":"Captivate","generatorVersion":"9.0.0","schemaVersion":"","author":"Gemma David","title":"Organizational Adoption and Accountability","description":"project description","email":"gdavid@cxuniversity.com","website":"www.cxuniversity.com","tags":"","thumbnail":"","source":"assets","durationInFrames":5094,"frameRate":30,"totalSlides":56,"width":1024,"height":627,"responsive":false,"scalable":true,"launchFile":"index_scorm.html"},"contentStructure":[{"id":"Image_1","class":"TODO::Senthil","instance":"Image_1","roles":{}},{"id":"Text_Caption_1","class":"TODO::Senthil","instance":"Text_Caption_1","title":"©2016 CX University. All rights reserved.  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Business has never been tougher than it is today.  Oracle has stated that “Let the seller beware” is the new corporate rallying cry and corporations voice an understanding that customer experience is no longer a “nice to have.”  Although managing a link between brand, culture and customer experience is not at all new, the practice of managing the link between these related domains has evolved significantly over recent years as a result of a change in the shift of power from seller to buyer.  There are companies that have organized around customer experience and are doing well in this new paradigm. Southwest, Virgin Airlines, Zappos and Amazon come to mind.  However, most organizations have a legacy business in place and although they voice an understanding that they need to organize around the customer a new paradigm and shift in organizational culture is necessary to achieve success. 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