Published: 01 April 2024
Cross-functionality is crucial for seamless customer experiences. To do this, enterprise application leaders need to grasp CX CORE’s intelligent coordination, which establishes a key base for managing customer interactions and enhancing CX through human cooperation and classical technologies.
Organizations with structured customer experience (CX) leadership and governance reported a higher rate of revenue increase during the height of the COVID-19 pandemic than organizations with lower levels of CX maturity.
Best-in-class CX organizations have a unified, cross-functional view of the importance of CX in meeting organizational business goals.
A combination of weak cross-departmental partnerships/coordination, technology limitations and lack of visibility about actions taken are the top three obstacles preventing CX improvement.
Enterprise application leaders supporting CRM strategies and customer experience should:
Set the scene for intelligent coordination by aligning it to their CX initiative. Use the CX CORE model
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Analysts:
Ilona Hansen, Sandy Shen, Michael McCune, Don Scheibenreif, Adnan Zijadic
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