Trends Report

Empower CX Captains To Take Charge And Exercise Direct Power Over Organizational CX Improvement Efforts

February 6th, 2020

Summary

Forrester spoke with C-suite executives at ManuLife Hong Kong, TGI Fridays, YUM’s Pizza Hut brand, and JDA Software to understand how they support CX improvement efforts within their organizations. Organizational CX improvement cannot be exclusively top down. It’s more effective to “pull” the larger organization into your CX efforts rather than “push” it out. Become a CX evangelist. Constantly preach the benefits of improved CX to the entire organization. Work with HR to improve employee engagement and satisfaction, both of which are key drivers for overall CX improvement.

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