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For Customer Experience Professionals

Mobilize Your Customer Experience Strategy

February 13, 2015

Primary author headshot

Authors

  • By Deanna Laufer
  • with John Dalton,
  • Samuel Stern,
  • Curt Nichols

Why Read This Report

Great customer experiences are built on solid strategies executed by people sharing a common vision. But if they look closely, most companies will find that their employees don't have a shared understanding of the intended customer experience (CX). That's because few CX professionals communicate strategies consistently and regularly with all of their colleagues. For those in this muddled situation, this report describes a four-phase communication approach that CX pros can use to mobilize their CX strategies.

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Table of Contents

  • Customer Experience Strategies Can't Get Off The Mat
  • CX Strategy Radiates From The Top-Down
  • recommendations

  • Take A Systematic Approach To Communicating CX Strategy
  • Supplemental Material