Customer centricity is largely a cultural affair. If employees at all levels are genuinely passionate about delivering excellent experiences, Customer Experience (CX) will blossom and the agency will thrive. In the WIIFM (what's in it for me) world we live in though, it's helpful to also use cash bonuses to incentivize CX outcomes. Financial incentives are a great way to align the organization around CX improvements and get employees at all levels to row together! CX financia