Fonterra’s Journey to Organisation-Wide CX Focus

To be successful at getting organisation-wide buy-in to customer experience, Fonterra’s VoC team first had to make stakeholders feel that, while the design was guided by best practice case studies and recognised frameworks, the program itself was made by Fonterra for Fonterra as opposed to a framework designed for another organisation. The program was set up to solve Fonterra’s unique business challenges and reflect Fonterra’s unique ways of working.