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.

My partnership with Forrester and my experience with Forrester has allowed me to build what I think is a best-practice customer experience organization.

Kimberly Smith
senior director, CX strategy and operations