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For Customer Experience Professionals

How To Set Employee Goals That Drive Great CX

Balance Accountability And Empowerment Across The Organization To Improve Customer Journeys

April 27, 2016

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Why Read This Report

Companies must align employee goals with desired customer metrics to deliver better experiences. To get it right, companies must make employees accountable for parts of the experience that they control. And in turn, customer experience (CX) pros must develop training and tools to help employees assume accountability. This report details how CX pros can empower employees to assume accountability for customer experience results.

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Table of Contents

  • Companies Fail To Make Employees Accountable For Great CX
  • Empower Employees To Assume Accountability For CX Results
  • Recommendations

  • Look Beyond Goals And Behaviors To Ensure Success
  • Supplemental Material
  • Related Research Documents

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