Building A Scalable CX Team Structure With Dell

Forrester’s guidance enabled the Dell Services organization to build a small but mighty team to start its CX transformation journey. Once progress began, the team grew and scaled into a CX team structure that now includes a mystery shopping team, a measurement team, and a communications team, among others. Hear Kimberly Smith, senior director of CX strategy and operations, discuss how she developed her team into the powerhouse it is today.