There are two critical factors with any change program and transformation.
1. Leadership buy-in and
2. Communicating that change
In my second book "Smarketing: How to Achieve Competitive Advantage through Blended Sales and Marketing" we provide such a change program that can be used.
We would also suggest using social such as (Slack, Chatter, Teams) as a platform to support that change.
We use Slack and that provides for "everybody" communication, team communication and individual communication all within one environment.
According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.”
