Establish, Fund, And Scale The CX Function

The customer experience (CX) function unifies an organization’s CX vision, transformation strategy, and execution. It does so by providing essential skills for CX management, embedding CX best practices in the organization, designing new and improved experiences, and coordinating technology for enablement. It proves the business value of a CX transformation to fund and scale efforts. In this report, we discuss how CX functions are empowered to bring together diverse stakeholders to address problems and opportunities from the customer’s perspective.