Successful CX requires orchestrating the purpose, organizational framework and required skills, tools and processes that deliver measurable improvements in customer satisfaction, loyalty and advocacy.

Leading and managing customer experience (CX) covers:

  • Defining the customer experience function strategy and mandate: Operationalizing CX strategy by aligning cross-functional goals and resources

  • Building customer experience function capabilities: Establishing CX as both a function and a capability, and encouraging companywide engagement to identify, structure and manage teams, processes, technology and vendors to deliver improvements
  • Measuring customer experience performance: Tracking and assessing CX performance, advancing organizational maturity and demonstrating results to stakeholders

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Leading and Managing Customer Experience Research and Methodologies:

As organizations and executives have grown to better understand the requirements and challenges of managing the end-to-end customer experience, CX leaders and cross-functional CX teams have emerged. Sixty-three percent of organizations report having a core group responsible for coordinating or executing enterprisewide customer experience. Our 2018 research will assist CX leaders to define the CX functional strategy and mandate, establish governance model and build capabilities to ensure a commitment to customer experience.

  • How do I define the CX mandate to build a CX function?
  • How do I build a CX team and execute a companywide CX strategy?
  • How should I measure and communicate CX performance?

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