Vision Report

The Technology Imperative For Customer Experience Leaders

May 20th, 2021
TJ Keitt, null
TJ Keitt
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg

Summary

Customer experience (CX) functions cannot ensure quality experiences without the proper technology. This means that CX leaders must take an active role in how their businesses develop requirements for and select customer-supporting systems. To be involved in technology decisions, CX groups must develop technical expertise, foster new internal relationships, and take responsibility for parts of the CX-supporting technology portfolio.

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